Enter and view: Charles Coward ward, North Middlesex University Hospital

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Summary of report content

Healthwatch Enfield conducted a follow up Enter and View visit to Charles Coward ward at the North Middlesex University Hospital, following a previous visit to the ward. The purpose of the visit was to talk to patients, visitors and staff to see if there had been improvements in patient experience on the ward since the previous visit.

Overall, this visit indicated that there had been improvements in patient experience on Charles Coward ward. A higher percentage of patients reported feeling informed about their care and treatment on the ward, including knowing who their named doctor was and knowing when they were due to be discharged. A higher proportion of patients reported feeling involved in decisions about their care and knowing how to raise a concern or make a complaint if needed. However, findings also indicated that a lower proportion of patients were aware of key information such as knowing if they have any tests planned and/or knowing that they could choose different types of food.

Feedback from patients, visitors and staff highlighted four main themes relating to their experience on Charles Coward Ward. These were:

  • Bed capacity on the ward
  • Patients getting care and treatment promptly, when needed
  • Information provided to patients
  • Lack of entertainment on the ward.

Healthwatch Enfield found that there had been improvements on Charles Coward ward since the previous visit, and patients, visitors and staff seemed relatively happy. Overall, staff were doing their best to provide safe, good quality care to their patients, in a ward with more patients than it was designed for. Nonetheless, it was clear that there were still further improvements that needed to be made. Healthwatch Enfield made a total of seven recommendations to the North Middlesex University Hospital to improve patient experience on Charles Coward Ward. The report features a positive response from the service provider.

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General details

Report title 
Enter and view: Charles Coward ward, North Middlesex University Hospital
Local Healthwatch 
Healthwatch Enfield
Date of publication 
Friday, 28 February, 2020
Date evidence capture began 
Friday, 18 October, 2019
Date evidence capture finished 
Friday, 18 October, 2019
Type of report 
Enter and view
Key themes 
Communication between staff and patients
Complaints procedure
Food and nutrition
Information providing
Quality of care
Service delivery organisation and staffing
Staff attitudes
Staff levels
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Service Provider
Primary research method used 
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Secondary care services 
Care of the elderly
Inpatient care

Details of people who shared their views

Number of people who shared their views 
Age group 
Specific ethnicity if known 
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Types of health and care professionals engaged 
All care professionals
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
What type of impact was determined? 
Implied Impact

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.