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

Healthwatch Hackney conducted a review of Gardner ward to evaluate the quality of mental health care, focusing on patient experience, staff feedback, and overall ward conditions.

Patients generally felt safe and appreciated the regular night checks. However, some felt uncomfortable and intimidated, primarily due to disruptions caused by new or distressed patients. Additionally, issues with disorganisation around morning medication and theft of personal items were noted, leading some patients to avoid common areas to feel safer.

Patients generally found the team at Gardner Ward to be helpful, friendly and approachable and appreciated their teamwork and ability to schedule appointments with doctors. However, some patients felt the ward was understaffed, leading to reduced attention from staff, cancelled leave, and occasional feelings of intrusiveness. Despite these issues, several patients shared positive comparisons of Gardner Ward with other wards, mentioning individual staff members who provided exceptional support.

There were more positive experiences in relation to cultural awareness compared to other wards. One patient described feeling discriminated against for wearing a headscarf in a different ward but felt respected and supported at Gardner Ward. The ward manager confirmed that cultural needs are assessed upon arrival and that appropriate food and religious accommodations are available. There were mixed reviews on the quality and variety of food, with some patients satisfied and others wishing for more culturally diverse options.

Patients have mixed opinions on the activities. Some of them enjoy options like pampering and arts and crafts and appreciate staff’s efforts to include them. However, others found the activities too basic and inconsistent, preferring more physical options like the gym and aerobics. Additionally, the scheduling of activities was criticised for being poorly organised, with some days having no activities at all. 

Most patients found arranging visits easy, although visiting hours were considered too limited, which one patient found frustrating. Another patient was particularly distressed about not being able to see her children for two months, without receiving an explanation about it. 

The ward utilises Dialogue Plus for creating care plans. Although challenges such as the patient’s mental state can delay the process, the ward aims for patient involvement within 72 hours of admission. While some patients reported having care plans, half felt unheard and said they lacked input into decisions. Family involvement in care varied, with only two patients feeling their family was adequately included. Discharge procedures varied, with phased discharges sometimes recommended. Housing presents a significant challenge, often resulting in patients being discharged to temporary accommodations such as bed & breakfast or out of the borough.

Patients are generally aware of how to provide feedback and make complaints. The multiple channels available include direct communication with staff, weekly community meetings and the Patient Advice and Liaison Service (PALS). Since January 2023, three complaints were made and handled through phone calls and PALS. Patients felt listened to and appreciated efforts to address their concerns.

Access to benefits advice is available. Some patients received assistance with Personal Independence Payment (PIP) claims and told us they know whom to talk to for further advice. Independent Mental Health Advocacy (IMHA) services, provided by RETHINK, have improved in visibility and participation. Patients are informed about these services during admission and community meetings. 

 Although the workload can be overwhelming at times, staff feel well supported by management. A strong team dynamic helps manage these pressures.

Staff are committed to accommodating patients’ preferences to maintain dignity and privacy. Weekly consultations with patients provide a platform for them to voice their thoughts. 

Issues such as leaks and mice infestations have been reported. Maintenance delays, ongoing construction work and restricted access to outdoor spaces due to building work are significant concerns. 

Recruiting staff for a female-only ward is challenging due to the emotional strain associated with such roles. 

Care coordinators’ availability for inperson meetings has decreased post-pandemic, affecting the quality of patient support.