Visit to Queen Alexandra Hospital Discharge Lounge

Healthwatch Portsmouth and Healthwatch Hampshire carried out a visit to the Discharge Lounge at Queen Alexandra Hospital in March 2026. Overall, the service appeared well managed, with an experienced team coordinating the discharge of around 50 patients each day. Staff were described as knowledgeable and compassionate, and Healthwatch found evidence of effective systems to manage patient flow and support safe hospital discharge. 

The discharge process itself was viewed positively. Staff had reduced the average length of stay in the lounge from around six hours to three hours through a series of operational improvements. However, ongoing challenges included delays with discharge medications and occasional issues where medicines were sent to wards rather than the lounge, creating inefficiencies and affecting patients’ experience.

The main concerns related to the patient experience while waiting. Healthwatch found the lounge functional but quite clinical, with limited entertainment, little information about what patients should expect, and no clear explanation of likely waiting times. Concerns were also raised about food and drink provision after one patient reported feeling hungry while waiting to leave hospital. Accessibility was another issue, with no dedicated quiet area for people with sensory needs, although staff tried to make alternative arrangements where possible. 

Healthwatch concluded that the Discharge Lounge was providing an important and generally effective service, but identified opportunities to improve the environment, communication and accessibility. Recommendations included clearer signage, printed patient information available in accessible formats, improved refreshment provision, better support for people with sensory or mental health needs, and environmental improvements to make the lounge feel more welcoming and less clinical.