Enter and view: Penn Hospital, Wolverhampton

Healthwatch Wolverhampton undertook an enter and view visit to Penn Hospital on 6 August 2024 after receiving public feedback about it.

Healthwatch's overall impression of the hospital was positive and the staff members were all very welcoming. The Operations Manager made herself available for the duration of the visit. 

Overall patients felt safe and appreciated the help offered, but some felt that they weren’t listened to and didn’t get the attention from staff that they wanted. Patients also said that more staff would help (they felt there were enough staff for patients needing observations but not for other patients). Healthwatch were told the night staff weren’t good and called the patients names; they preferred the day staff. Patients also felt they are not believed and told us there is friction between staff and patients, especially for those who are ready to leave or quiet in nature or would like a quiet space. 

Patients said the wards are comfortable in the day but crowded at night; others said there is no personal space. Patients knew who they could talk to about any concerns they may have; some patients prefer to write their concern down and give it to the Nurse, Ward Manager or early intervention team.

The Activities Coordinator was on annual leave, but we observed card games between staff and patients. Patients said they liked football, arts and craft, and occupational therapy. Patients also would like pottery, crochet and knitting, and felt they needed more resources. One patient said they knew there were activities but wasn’t interested in doing them, while another said they prefer to listen to their own music. One patient said punching (in the gym) was fun. The gym was good but needed volunteers to run it. Some rooms were connected to the internet and there was an iPad available to use. 

The food Healthwatch observed looked hot but was different to what was on the menu. Patients had mixed feelings about it. One said it was great and they had put on weight due to biscuits being available in between meals. In contrast, some patients said they didn’t like it and described it as bland, dry and samey due to the menu being on a two-week rotation. One patient said: “more variety would be good.” Patients told us alternatives were available of salad and sandwiches, but they often run out. Some would like a takeaway option and others said they are able to order food in if they are able to pay. They would like a fruit bowl in the lounge area, more healthy options and would like dietary requirements to be better catered for. 

The wards Healthwatch visited seemed sparse and not very homely; the rooms appeared pleasant but not all were personal. Healthwatch could not see a clock with date located anywhere where patients could see it clearly. 

The outdoor courtyards were stark with mouldy fencing; staff told us it was very difficult to improve the area - staff and patients referred to it as a prison courtyard. Staff said due to risk of strangulation and other self-harm methods there are severe restrictions as to what and how to improve the garden area and gave an example of flowers planted being eaten by patients. Staff also reported that due to the Trust’s bureaucracy and procurement policy it means very slow response time for items to be provided or for repairs to be done. In addition, the woodwork railings around the building are tatty and don’t seem to have a use. Staff are constantly battling with illicit substances being thrown over the fencing. 

Healthwatch asked patients and staff if they have been involved with or know about the Trust’s plans to embed the NHS mandatory anti-racism framework which was nationally rolled out in 2023. No patient had heard of it, but one member of staff had. This mandatory framework will support NHS Trusts and providers on their journeys to becoming actively anti-racist organisations by ensuring that they are responsible for coproducing and implementing concrete actions to reduce racial inequalities within their services. It will become part of CQC inspections. 

Staff Healthwatch spoke to had been there on average four years and mostly enjoyed working there even though it could be ‘stressful, hard and challenging’ at times. They enjoyed working with people who had different experiences, ‘there are always new admissions’. They loved the patients and team but felt the Trust and some managers (at executive level) didn’t listen and didn’t share the same goal. Staff reported that there needs to be a better balance and flexibility between administrative duties and delivering care. Putting the needs of the patients first and what needs doing in the ‘here and now’ should be the focus and priority. Staff feel patients are well supported. Interaction between staff and patients seemed better on the female ward rather than the male ward. Patients said there was a lack of communication between healthcare professionals and they had to repeat themselves. They have two twenty-minute breaks per shift.

All patients and staff Healthwatch spoke to said more staff would be welcome. It’s continually busy and they don’t always get to do everything, for example, walking with patients (this would also solve the problem of patients not being listened to, they could walk and talk).