Enter and view: St George's Hospital - Departure (discharge) Lounge

Healthwatch Wandsworth visited St George's Hospital's Departure Lounge to understand patients' experiences of hospital discharge. The team interviewed 39 patients and found that, overall, the discharge process was working reasonably well, with most patients feeling prepared to leave hospital and reporting positive experiences with Departure Lounge staff. Patients described the lounge as a calm, comfortable environment and praised staff for being friendly, helpful and respectful. 

The main concerns related to waiting times for transport and take-home medication, as well as inconsistent communication about expected delays. While most patients were satisfied with their discharge arrangements, a small number, particularly those with more complex needs, experienced uncertainty about care arrangements, delayed discharge dates or follow-up support. 

Key Findings

• Most patients felt adequately prepared for discharge and believed carers or family members had been appropriately involved. 
• Departure Lounge staff were consistently praised for being welcoming, helpful and respectful. 
• Delays in receiving medication and transport were the most common frustrations. 
• Many patients had not received a discharge information leaflet and some were unaware of the significance of their discharge summary. 
• Waiting times in the lounge ranged from a few minutes to over three hours. 
• Some relatives experienced difficulties finding parking or locating the Departure Lounge. 

Conclusion

Healthwatch concluded that the Departure Lounge provides a valuable and safe environment for patients leaving hospital and generally supports an effective discharge process. Recommendations focused on improving communication about delays, strengthening discharge information, reducing waits for medication and transport, improving parking guidance for relatives, and ensuring all patients are fully informed about their discharge plans and follow-up care.