Enter and view: Holly Ward, Redwoods Centre

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Summary of report content

Healthwatch Shropshire and Healthwatch Telford and Wrekin conducted an announced Enter and View visit to The Redwoods Centre's Holly Ward, a mental health inpatient ward for older adults, in November 2017 at the request of Shropshire and Telford and Wrekin Clinical Commissioning Groups (CCGs). The visit was arranged after the 2015 reconfiguration of the Redwoods Centre wards. This meant that all inpatient wards became mixed sex and, since this change, there have been a number of incidents and safeguarding concerns despite monitoring by South Staffordshire and Shropshire Healthcare NHS Foundation Trust (SSSFT). Healthwatch Shropshire and Healthwatch Telford and Wrekin designed the visit to speak to service users about how safe they felt and whether they felt supported by staff, to look at the ward and how it is arranged, and to speak to as many staff as possible about their experiences of working and supporting service users on the ward. The ward has 16 beds, 8 male and 8 female. The Ward Manager advised that there are usually between 14 and 16 people on the ward. Male and female rooms are on separate corridors each with its own lounge. Each room has an en-suite bathroom and on each corridor one of the rooms is larger and has a bathroom with a hoist to give better access for disabled service users. The majority of patients praised the support and communication by staff, although one hearing impaired patient expressed concern about the quality of their communication with staff. Staff spoken to said that they felt the IT systems available on the ward were slow and that they would like to see better systems so that they had more time to spend working directly with service users. Overall, the findings were that: service users benefited greatly from there being a strong professional staff team that worked well in a person-centred way; Service users on the whole appreciated being on the ward and had few concerns; service users spoken to felt safe and secure on the ward; none of the service users made mention of the fact the ward was mixed sex and; the Enter and view Authorised Representatives noted that the ward had a warm, caring and calm atmosphere. The report made five recommendations which included the staff team reviewing their practice around the NHS Accessible Information Standard, and that the Trust addresses the IT issues in order to free up staff time. The recommendations were received positively by the Ward Manager who has responded with strong actions against each recommendation, and notes that the IT issue has been raised with the trust and new equipment has been ordered for the ward.

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General details

Report title 
Enter and view: Holly Ward, Redwoods Centre
Local Healthwatch 
Healthwatch Shropshire
Healthwatch Telford & Wrekin
Date of publication 
Wednesday, 7 March, 2018
Date evidence capture began 
Friday, 24 November, 2017
Date evidence capture finished 
Friday, 24 November, 2017
Type of report 
Enter and view
Key themes 
Building and facilities
Communication between staff and patients
Complaints procedure
Consent to care and treatment
Continuity of care
Digitalisation of services
Food and nutrition
Health and safety
Holistic support
Information providing
Quality of care
Quality of catering
Quality of staffing
Quality of treatment
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
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 
Acute services without overnight beds / listed acute services with or without overnight beds
Inpatient care
Psychiatry/mental health (hospital services)

Details about conditions and diseases

Types of disabilities 
Mental health
Types of long term conditions 
Mental health condition
What type of pregnancy or maternity themes are included in the report 

Details of people who shared their views

Number of people who shared their views 
Age group 
All people 18 and over
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
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? 
Not known
What type of impact was determined? 
Tangible Impact (cost related)
Tangible impact (not cost related)

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.