Enter and view: East London Foundation Trust Mental Health Wards - Bevan Ward

Healthwatch Hackney visited Bevan ward to evaluate the quality of mental health care, focusing on patient experience, staff feedback and overall ward conditions. During the visit, they spoke to 10 patients (66% of the patients on the ward) who ranged between the ages of 29 and 54 (not all ages were given) and three members of staff: one social therapist, one occupational therapy assistant (OTA) and one of the ward consultants.

Patients expressed mixed feelings about safety on the ward, with several reporting concerns about theft, aggression among patients and inadequate security measures, such as missing door locks. Overall, there was a sense of unease and dissatisfaction with the safety and atmosphere of the ward. Some patients felt that their concerns were not adequately addressed by staff.

Patients expressed mixed opinions about their relationship with staff. Some patients felt that staff were not very helpful and took a long time to address issues. Several patients noted that the quality of service depended on the individual staff member, with some being more attentive and caring than others. Despite some positive interactions with certain staff members, overall, there was a sense of frustration and dissatisfaction with the level of support and respect received from the team.

Patients expressed dissatisfaction with the catering meeting their cultural and religious needs. Dietary requirements were not always met and cleanliness issues in the kitchen were reported. Patients generally described food quality as poor, with complaints about taste and portion sizes. Patients also reported mixed experiences with vaping in the ward, access to mobile phones and the internet. 

Patients had mixed responses regarding leisure activities in the ward, with some expressing dissatisfaction and others actively participating. Concerns were raised about the frequency and availability of activities, with some patients noting that many listed activities did not occur regularly. 

Visiting hours are limited to designated times between 4-6pm on weekdays and 2-6pm on weekends. Patient experiences with visitation varied, with some finding it easy for visitors to come while others faced difficulties, including restrictions. 

Patient feedback on care plans was limited. Some patients expressed uncertainty about the contents of their plans and others felt disconnected from their care coordinators. Family involvement in care varied. Some families were excluded at the patient's request, while others were involved but found the process stressful. 

Patients shared varied experiences of giving feedback and raising complaints, with some feeling that their concerns were not listened to or addressed. While the ward consultant mentioned immediate handling of internal complaints, one patient reported making numerous complaints without receiving satisfactory responses, despite using AI software to aid in the process. 

Patients have varied awareness and experiences of accessing Independent Mental Health Advocates (IMHA) and benefits advice. While two patients acknowledged the availability of IMHA services and were satisfied with their support, another patient expressed reluctance to engage with advocacy services due to past negative experiences. Additionally, one patient mentioned difficulties accessing benefits advice, highlighting potential gaps in support services.

Patients running away from the ward are infrequent but, when they occur, they present challenges to the team, particularly with recent changes limiting police intervention unless there is a significant threat. Welfare checks: Staff are expected to conduct welfare checks and visit the patient's home, adding to their workload and impacting overall capacity, made it worse by legal constraints on intervening outside the hospital. 

Challenges persisted regarding maintaining dignity and privacy, especially for transgender patients, despite efforts to provide separate clinical spaces and encourage private conversations.