Enter and view: Queens Hospital, Sunrise A & B Wards

Healthwatch Barking and Dagenham conducted an announced Enter and View visit to the Sunrise Wards (Older Peoples' inpatient services) at Queens Hospital, on 20 August 2013. The visit was part of a wider programme of work being undertaken around issues concerning health and social care services for older people and as a consequence of findings from the Francis Report.

Overall, the Enter and View Authorised Representatives found that patients were satisfied with the way they were treated with one patient speaking about ‘the lovely Nurses’. However, patients indicated feeling that they did not always get enough time from nursing staff as they were all so busy. Visitors to the ward told the visiting team that their relatives were well looked after but that they thought staff were "rushed off their feet".

Healthwatch Barking and Dagenham Authorised Representatives found that patient areas and facilities were clean and tidy, and the wards operate a policy of addressing patient/relative complaints immediately, rather than allowing them to escalate. Patients felt overall that the quality of the food was ok, although some patients commented on the limited choice and the portion size.

Patients reported being generally happy with the personal care they received although some patients would prefer a choice of male or female staff when being washed.

Communicating with and understanding softly spoken staff or those with strong accents presented a challenge for some patients.

The report makes nine recommendations, three of which addressed patient concerns about the food, the others related to the support offered with personal hygiene and communication between staff and patients.

There is no response from the provider included in this report.