Enter and View: Ward 20, Queen Elizabeth Hospital

Healthwatch Greenwich undertook an unannounced enter and view visit to Ward 20 at the Queen Elizabeth Hospital in April 2025.  They spoke to 18 people.

In April 2025, Healthwatch Greenwich carried out two unannounced Enter and View visits to Ward 20 at Queen Elizabeth Hospital. Ward 20 is a 26-bed unit specialising in orthopaedic care for older adults. The ward also supports patients with significant cognitive or mobility impairments. We spoke with patients, family members, and staff, and observed care being delivered on the ward.

Overall, Healthwatch saw many examples of kind, respectful, and compassionate care. Most patients spoke positively about their experience, describing staff as attentive, warm, and kind. Most families also told us they felt welcomed and supported. Staff themselves described a strong sense of teamwork and collaboration, which we observed in action. The ward environment was generally calm and clean, and staff were flexible in responding to challenges.

However, some concerns were raised. Staffing levels were the most common issue shared with Healthwatch. Patients and families often assumed the ward was short-staffed, and staff confirmed this was the case. These pressures meant some patients experienced delays in receiving help, and staff said this was particularly difficult when caring for patients living with dementia, who need close supervision and intensive support. Staff also told us that delays in accessing mental health input placed additional strain on the team, especially when managing patients who were distressed or experiencing behavioural challenges.

While communication with families was mostly good, some relatives said they had to ask for updates rather than being kept regularly informed, especially in relation to discharge planning. Some said they felt unsure about what support would be in place when their loved one left hospital. Feedback on hospital meals was mixed, while some patients were satisfied, others said the food did not meet their needs. 

Healthwatch also observed issues with signage and accessibility. New visitors sometimes found it difficult to navigate to the ward, and information about communication support, such as hearing loops or translation services, was not displayed. Although these services were available on request, patients would need to know about them in order to ask.

Ward 20 is staffed by a dedicated and compassionate team, working hard to provide safe and person-centred care despite significant pressure. While the overall experience for most patients and families was positive, there are areas where improvements could help ensure that all patients consistently receive the care they need and deserve.