Enter and view: UHCW, Ward 43

Healthwatch Coventry undertook an enter and view visit to Ward 43 of University Hospital Coventry between 9 and 30 November 2023. They spoke to 22 people.

This ward supports patients who are vulnerable and, in some cases, have limited communication. Some are experiencing confusion, and some have low expectations of the care they receive. 

Healthwatch also found that some family members told us they did not want to make a fuss or complain. Healthwatch did not find our visits to the ward a positive experience. They picked up atmospheres of tension and negativity and witnessed behaviours and aspects of care that were a cause for concern. 

Staff on the ward were not communicating well with each other, with other UHCW staff, and those visiting the ward. There was little or no engagement between staff and lack of communication was highlighted from family members and patients. 

Patients experienced varied levels of care, staff members were not thinking about patient privacy and dignity, and poor practice seemed to be normalised. Healthwatch gathered feedback about experiences where there was a lack of caring. This was also shown in some of the comments from staff members themselves. 

The expected process around mealtimes was not evident and Healthwatch did not see sufficient consideration of supporting people to eat and drink, with patients not eating/able to eat and significant amounts of untouched food. Healthwatch were concerned about how the risks around some patients eating were assessed and mitigated and about nutrition and hydration. Relatives asked for improvements to communication and raised issues about basic care.

Healthwatch immediately raised the concerns with senior managers and met with the Deputy Chief Nurse to ask them to investigate the issues.  They felt the hospital would address the concerns raised.

The report includes six key areas to be addressed and a detailed response from the provider to each one.