Enter and view: Ward 14, University Hospital North Durham

Healthwatch County Durham carried out an enter and view visit to Ward 14 (Gastro) at the University Hospital of North Durham on 11 September 2018 to understand patients’ experiences of care and identify examples of good practice. During the three-hour visit, Healthwatch carried out 10 individual conversations with patients and staff. No surveys were completed prior to the visit.

Patients were very positive about the ward and consistently praised staff for being friendly, caring, understanding and responsive. Many felt listened to and supported, particularly around pain management and mental health needs. Patients also highlighted the quality and variety of food, the cleanliness of the ward and the willingness of staff to accommodate individual preferences and needs.

Healthwatch observed a clean, bright and well-managed ward with good communication between staff, patients and visitors. Staff appeared busy but engaged, and patients spoke highly of the respectful and supportive relationships they had with the team. The main concern raised was difficulty getting restful sleep due to noise and disturbances on the ward, particularly at night. Other issues included occasional delays in responding to requests, navigating the hospital, and a lack of TV remote controls. 

Healthwatch concluded that Ward 14 provided a caring, patient-centred service with strong teamwork, effective communication and excellent patient support. Recommendations focused on maintaining the positive staff culture, continuing the high standard of food provision, promoting the ward’s mental health support, and exploring ways to improve patients’ ability to rest, particularly during the night.