Hospital Discharge

Healthwatch South Tyneside carried out a review of hospital discharge experiences during summer 2026, gathering feedback from 79 patients, carers and family members, including people discharged from South Tyneside Hospital and Sunderland Royal Hospital. Overall, experiences were mixed. While many respondents described the discharge process positively and praised staff for their kindness and support, others felt discharge arrangements were rushed, poorly communicated and not sufficiently tailored to their needs.

Communication was the strongest theme throughout the report. Around two-thirds of respondents felt involved in discharge decisions, but one-third did not. Only half felt involved in their care plan, and just over half had the opportunity to discuss worries or fears before leaving hospital. More than three-quarters said they never received the “One Step Closer to Home” discharge booklet, despite it being intended for all patients. Comments ranged from praise for staff who clearly explained plans and aftercare to reports of contradictory information, lack of discharge paperwork and patients feeling unsafe or unprepared to return home. 

The discharge lounge was viewed much more positively than the overall discharge process. More than 80% of people who used it said they were treated with kindness and compassion and were happy with the care provided there. However, delays obtaining medication were a major source of frustration. Several respondents reported waiting hours after being declared fit for discharge, including one person who waited seven hours for medication. Patient transport and communication between wards, pharmacy and transport services were also highlighted as areas affecting discharge delays.

Healthwatch concluded that discharge experiences varied widely, ranging from seamless and well-supported to stressful and poorly coordinated. Key recommendations included ensuring every patient receives the discharge booklet, improving communication and involvement in care planning, considering a more coordinated discharge team approach, improving pharmacy processes to reduce delays and ensuring patient transport is booked as early as possible. The report also highlighted the importance of involving family members and carers and ensuring patients leave hospital with clear information and appropriate support in place.