Hospital Discharge Impact Report

After three separate visits to the discharge lounge at University Hospital Lewisham where Healthwatch Lewisham spoke with staff, patients, carers and family members, HW carried out a research project to assess patients’ and carers’ experiences of being discharged from hospital. This information was analysed in addition to the feedback received from the hub engagement across the borough. Patients were asked to score the quality of service received based on seven categories.

HWL recommended further improvements such as additional training around internal communication, improving the signposting information about support services available after discharge. Ensure medication required by patients is available at the time of discharge to reduce waiting times.

As a result of these findings, Lewisham and Greenwich NHS Trust (LGT) produced an action plan based on HW Lewisham’s recommendations with key actions detailed in this report.

- UHL introduced a communication sheet in front of all medical notes for use by all involved in patient care. Staff have been reminded of the “#Hello my name is ...”; a Trust wide initiative scheme with the incorporation of yellow visible name badges to ensure that all staff introduce themselves and can be easily identified.

- LGT plans to educate staff and develop an information leaflet / pack to signpost and inform patients, carers and family of relevant resources, support services, contact number for wards and advice.

- This report has been shared and highlighted to nurses, pharmacists and medical colleagues to ensure medications are ready the day before discharge.

- The Discharge team have been asked to put training in place for discharge processes. There will also be a new campaign around discharge processes and the use of the discharge lounge.