Enter and view: Lewisham Hospital, Queen Elizabeth Hospital, Princess Royal University Hospital, and Darent Valley Hospital Maternity Departments

Healthwatch Lewisham, Healthwatch Bromley, Healthwatch Greenwich and Healthwatch Bexley (Local Healthwatch) gather information on people’s experiences of health and social care services and there are times when it is appropriate for Local Healthwatch to see and hear for themselves how services are being delivered: these visits are called ‘Enter and View’, they are not inspections.

Local Healthwatch visited Lewisham Hospital, Queen Elizabeth Hospital, Princess Royal University Hospital, and Darent Valley Hospital Maternity Departments on 31 March and 6 May 2014.

The key findings highlighted areas in relation to patient feedback, staff feedback and observation. Responses from patients across the Maternity Departments of the four hospitals were generally positive. Most patients told ARs that staff members were polite, respectful, friendly and helpful. All four Enter and View teams were happy with the staff conduct they observed during their visits, finding staff members welcoming and engaging. The ambience in the areas visited was reported as calm and interactions observed between staff and patients suggested that patients are treated with kindness and respect. Cleanliness across the four hospitals was rated well however the ARs visiting the PRUH felt the entrance and reception areas in the Maternity Ward could have been more welcoming. ARs visiting Queen Elizabeth Hospital were very impressed with their discharge process, praising the discharge sessions provided to mums and the ‘comprehensive’ and ‘useful’ packs handed out. ARs felt that this discharge process is a good example of best practice. Local Healthwatch will be working with the providers to address areas of concern identified in this report and will use our position as an independent consumer champion for health and social care to exert an effective and responsible influence on services to secure improvements.