Enter and view: UHCW: Ward 42

Healthwatch Coventry undertook an Enter and View Visit to Ward 42 of the University Hospital Coventry on 2 and 9 November 2023.  They spoke to 12 patients and 2 members of staff.

During this enter and view visit to ward 42 Healthwatch found the ward was welcoming, and staff were interacting with each other and with patients. The staff were friendly and said “Hi” or “Where are you from” and “can we help.” 

The staff feedback showed that morale is good. The staff were professional and helpful and were happy to show us other parts of the ward and their work, particularly the training area for the physiotherapists. 

Nearly all the participants said the care they received was good and privacy and dignity was maintained. Patients praised the care from Health Care Assistants. Healthwatch observed examples of patients being given personalised care, with respect and dignity, with quiet and respectful conversations and curtains being drawn to give people tests. Healthwatch observed moments where this was not the case. 

As this group of patients can be vulnerable and confused effective communication is good practice to help them understand what is happening to them and be involved in their care. Most patients felt they got information about their care, they were listened to, were able to ask questions and staff would find a way to answer these.

Patients indicated that if there were less staff on shift patients might have to wait, or that it would be harder to speak to someone about any concerns. Patients commented that with less staff it could be difficult. One person was concerned that the correct information was not given about care and felt patronised and put down by care staff. This is an issue that could be addressed within a hospital passport, which would explain the person’s needs and preferences. 

Discharge was something patients were unsure about and wanted more information and reassurance about. This could be explained more fully at the beginning of the person’s stay and at intervals during their time on the ward and/or spoken about with relatives. 

Food was an issue for some people in terms of variety and options for people with different dietary requirements, including vegetarians, gluten free food and people who are on a liquid diet. Some people did not feel their needs were met. Overall, the rating for the quality of the food was low in this group of patients. Healthwatch observed that staff gave patients appropriate support to eat it if they needed help.

The report contains 5 recommendations and a response from the provider.