Enter and view: Discharge Lounge, Countess of Chester Hospital

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Summary of report content

Healthwatch Cheshire West conducted an announced enter and view visit to the Discharge Lounge at the Countess of Chester Hospital on 4 February 2015. The use of the ward is designated for the use of patients about to leave the hospital. On the day of the visit, the team engaged with 2 staff members and 4 patients using survey methods and used their observations of the ward to inform the report. The team found that they were unable to explore the more complex discharge cases and related issues, and therefore, they have requested a further visit to the pharmacy and to individual wards with regard to the discharge procedure. The team found that there could be better communication between staff and patients, and between the pharmacy and discharge lounge for an overall quicker procedure. Some patients had long waits to be discharged due to waiting time for medication, in such cases, the patients did not appear comfortable. Transport was also deemed an issue in terms of waiting time and organisation from the ward. However, some patients did praise staff suggesting that they were pleased with their care. The report did not include recommendations but did ask to visit relevant wards in relation to their discharge procedure. The service provider responded to the report suggesting that they are continually looking for ways to improve the safe discharge of patients and reduce delays.

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General details

Report title 
Enter and view: Discharge Lounge, Countess of Chester Hospital
Local Healthwatch 
Healthwatch Cheshire West and Chester
Date of publication 
Wednesday, 4 February, 2015
Date evidence capture began 
Wednesday, 4 February, 2015
Date evidence capture finished 
Wednesday, 4 February, 2015
Type of report 
Enter and view
Key themes 
Communication between staff and patients
Continuity of care
Information providing
Quality of patient transport
Service delivery organisation and staffing
Waiting times and lists for treatment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
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 
Discharge lounge
Other services 
Patient transport

Details of people who shared their views

Number of people who shared their views 
Age group 
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 
Care / support workers
Service manager
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.