Enter and view: St Thomas Hospital - Anne and Henry Wards

Healthwatch Lambeth carried out an Enter and View visit to Anne and Henry Wards in the Older Persons Unit at St Thomas’ Hospital. The wards provide rehabilitation, palliative and end-of-life care for older patients, many of whom are living with dementia. Overall, Healthwatch found the wards to be clean, welcoming and generally dementia-friendly, with good accessibility, pleasant surroundings and respectful interactions between staff and patients. Most patients and relatives spoke positively about the care they received, describing staff as caring, friendly and supportive. 

Feedback about the quality of care was largely positive, with many patients saying they felt well looked after and family members expressing confidence in staff. Healthwatch observed respectful and compassionate interactions, including personalised gestures such as celebrating a patient's birthday. However, some concerns were raised about delays in responding to requests for assistance, limited communication with patients and occasional difficulties accessing toilet facilities promptly. Some patients felt staff were very busy and did not always have enough time to spend talking with them. Healthwatch concluded that additional support, including volunteer visitors, could help reduce loneliness and improve patient experience.

Information and communication emerged as important themes. While some patients and relatives felt well informed about care and treatment, others reported insufficient information, particularly regarding discharge arrangements. Several patients did not know when they were likely to leave hospital or what support had been organised for them after discharge. Staff acknowledged that discharge planning can be complicated, especially where social care assessments, care packages or placements are involved. The report highlighted the positive contribution of a British Red Cross discharge coordinator who helped patients navigate the transition home and access community support services. 

Healthwatch identified a number of practical improvements, including keeping corridors free of obstructions, ensuring all patients can access television and bedside water, improving accessibility of information through larger print materials, and continuing to enhance dementia-friendly environmental features. The report also recommended that patients receive an estimated discharge date as early as possible and that greater emphasis be placed on communication, dignity and emotional support throughout their stay. Overall, the wards were viewed positively, but the findings suggested that more patient contact, clearer information and stronger discharge planning would further improve care experiences for older patients.