Enter and view: Rowan Ward, Whipps Cross Hospital

Healthwatch Waltham Forest undertook an Enter and View visit to Rowan Ward at Whipps Cross Hospital on 28 February 2017.

The visit found that patients were very positive about the care they received on the ward. Patients described staff as kind, caring and compassionate, felt listened to and supported, and praised the cleanliness and comfort of the ward. Healthwatch observed positive and respectful interactions between staff and patients, and most patients felt they had received adequate information about their treatment and discharge plans. 

Several areas for improvement were identified. The ward was experiencing high staff vacancy rates and relied heavily on bank staff, placing additional pressure on permanent staff. Staff reported difficulties using the telephone interpreting service for patients who did not speak English as a first language, and patients were generally unclear about how to make a complaint if they were dissatisfied with their care. Healthwatch also observed a member of staff using an interconnecting door between wards contrary to infection control guidance.

Healthwatch recommended improving access to translation services, strengthening complaint handling processes and patient information, reinforcing infection control measures, and reviewing recruitment to address staffing shortages. The report concluded that Rowan Ward provided a good quality service and highlighted the specialist psychological support available for women experiencing issues such as miscarriage or ectopic pregnancy as an example of good practice.