Enter and view: Lancaster Suite, Royal Lancaster Infirmary

Healthwatch Lancashire carried out a follow-up Enter and View visit to the Lancaster Suite at Royal Lancaster Infirmary on 19 May 2016 to assess whether improvements identified in a 2015 review of Ward 39 had been implemented. The visit involved speaking with patients, relatives and staff, as well as observing the ward environment and care delivery. 

The follow-up focused on five areas that had previously required improvement: patient information boards, complaints and feedback information, sleep quality, staffing levels, and staff professionalism. Since the earlier report, Ward 39 had been reconfigured into smaller and more manageable units, with the largest section becoming the Lancaster Suite. 

The review found that patient information boards were generally accurate and up to date, although some boards in one bay had not been updated and were missing consultant details. Patients and relatives largely felt that information about their care was current. 

Information about making complaints or raising concerns was displayed prominently, including Healthwatch and PALS posters. However, most patients and relatives had not noticed the posters and were unaware of the formal process for making comments or complaints, although many stated they had no reason to complain because they were satisfied with the care provided. 

The report found positive results from the ward’s “Sleep Well” campaign. Most patients reported sleeping satisfactorily, with sleep disruption mainly caused by their health conditions or necessary overnight clinical activity rather than the ward environment itself. However, patients were generally unaware that earplugs and eye masks were available. 

Staffing remained a challenge. On the day of the visit, the ward was short of a registered nurse and a clinical support worker due to sickness absence, and two patients required one-to-one care. Despite this, Healthwatch observed that staff remained visible, calm, and engaged with patients. While some patients felt there were enough staff on duty, others believed staffing levels could be improved, particularly at night.

Healthwatch found staff to be professional, caring and respectful of patients’ dignity. Observations during the visit demonstrated appropriate handling of difficult situations and timely responses to most call bells. Feedback from nearly all patients and relatives praised the attitude, compassion and professionalism of staff, although one relative raised concerns about delays in responding to requests for assistance. 

Staff feedback was also positive. Most staff believed staffing levels and skill mix were usually adequate and felt the Lancaster Suite represented a significant improvement on the former Ward 39. Staff reported better teamwork, morale and working conditions, and all stated they would be happy for a close relative to receive care on the ward. 

The Enter and View team found the ward to be secure, clean, organised and dementia-friendly. Information for patients and visitors was readily available, and facilities for relatives were provided. However, some areas were cramped, particularly around patient beds and visitor seating. The ward was still undergoing refurbishment, with further reductions in bed numbers planned.

Overall, Healthwatch Lancashire concluded that substantial improvements had been made since the 2015 review. Patient and staff feedback was overwhelmingly positive, with evidence of better organisation, professionalism and patient experience, although challenges remained around staffing pressures and awareness of feedback and complaints procedures.