Walsall Manor Hospital Discharge Process

In this report Healthwatch Walsall evaluate patient, carer, and relative experiences of the hospital discharge process from Walsall Manor Hospital. The focus was on discharge planning, involvement in decisions, communication, and post-discharge care to identify issues and recommend improvements.

The report is based a survey of  171 participants, including 153 patients and 18 relatives, carers, or friends.

The data was collected over an eight-month period, from July 2022 to February 2023, with experiences reflecting discharges from up to 18 months prior to survey participation.

Key Findings:

• The discharge process was inconsistent and often poorly communicated.
• Many patients were unaware they were being discharged until shortly before it happened.
• Patient and relative involvement in discharge planning was frequently lacking.
• Ward staff were often the only professionals engaged in discharge discussions, with limited input from other services.
• Medication delays were common, with some medicines arriving days after discharge.
• Discharge records were sometimes incomplete or incorrect, delaying the process.
• Care packages, aids, and equipment were not always available at discharge.
• Patient dignity, safety, and aftercare were at risk due to poor coordination.
• There were notable examples of excellent care in the discharge lounge, where staff acted as a safety net to verify information and support patients.

Key Recommendations:

• Start discharge planning at the point of admission.
• Improve communication with patients and families throughout the process.
• Ensure patients/relatives feel comfortable asking questions.
• Update and maintain accurate patient records.
• Ensure discharge letters are provided at the time of discharge.
• Communicate discharge destinations clearly and early.
• Improve inter-departmental and interdisciplinary communication.
• Ensure the timely availability of care packages, aids, and medical equipment.
• Ensure a consistent, person-centred, and empathetic approach from all staff.
• Review and streamline the medication process to reduce delays.
• Consider enabling community pharmacies to dispense discharge medications.
• Minimise the use of taxis for medication transport to reduce errors.
• Provide adequate notice of discharge to patients and their carers.
• Engage ward staff in understanding discharge lounge processes to identify delays.