Enter and View: Surgical Ward 12, Queen Elizabeth Hospital

Healthwatch Greenwich undertook an announced/unannounced enter and view visit to Surgical Ward 12 at the Queen Elizabeth Hospital in March 2025.

Overall, patient and family experiences on Ward 12 are positive. The ward is clean, calm, and well-run. Staff were praised for their professionalism, warmth, and responsiveness. Patients reported feeling safe, listened to, and treated with dignity and respect. Staff introduced themselves to patients and families, responded promptly to requests for help, and communicated in a way that reassured and involved patients. Families felt welcomed and appreciated being kept informed and included in care discussions. 

Feedback from staff suggested a strong team culture. Staff described a supportive environment in which colleagues worked collaboratively, helped each other during busy periods, and shared a commitment to providing high-quality care despite challenges. Morale was reported to be good, and staff spoke positively about their relationships with one another and their sense of purpose in delivering patient-centred care. 

However, the ward is not without its challenges. Five areas for improvement were identified from our conversations with patients, families, and staff: 

• Not all patients’ communication needs were identified or met. Some patients and families struggled to understand information due to the use of jargon, absence of written materials, or lack of reasonable adjustments being offered or made.
• Ward infrastructure could be improved to better support the needs of patients, staff, and families. Toilet facilities are shared between patients, staff, and visitors, and, as a result, are sometimes insufficient, and staff lack access to a dedicated staff room.
• Patient views on food were mixed, with some reporting dissatisfaction with the taste, limited choice, and lack of accommodation for personal preferences.
• Redeployment of staff to other wards caused difficulties, especially in situations requiring more than one member of staff for patient handling or when senior sign-offs are required (e.g., administering controlled drugs).
• Staff described delays in discharging patients who were clinically fit but emotionally or socially unready to return home. This placed additional strain on bed availability and staff resources. 

Many of the challenges identified in this report are not unique to Ward 12. They reflect wider issues that affect hospitals across the country. The leadership team of Ward 12 is aware of how the service can be enhanced and discussed positively and honestly their commitment to making these improvements.