Enter and View: Ward 17 - Princess Royal Hospital

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Summary of report content

Healtwatch Telford & the Wrekin undertook an Enter and View visit to Ward 17 Head and Neck and Supported Discharge at the Princess Royal Hospital on 28 February 2020 as part of an engagement programme to visit all wards at that hospital in 2019. They spoke to 9 patients, 4 staff and 6 relatives.

They found that the unit was clean, tidy and free of clutter and it was fully staffed on the day of the visit.  A number of patients had been on several wards before being admitted to this unit. Patients thought the staff were cheerful, friendly, caring and kind. A member of staff was always present in each bay. Patients felt the response time to call bells was good and they had confidence in the staff.  They had protected meal times and a good choice of food at meal times.  However, patients’ experience on Ward 4 disappointing and they felt staff were under pressure.

There were four recommendations about additional services that could be provided; staffing, posters and praise for the good relationships between staff and patients.

The report includes a response from the provider.

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General details

Report title 
Enter and View: Ward 17 - Princess Royal Hospital
Local Healthwatch 
Healthwatch Telford & Wrekin
Date of publication 
Wednesday, 27 May, 2020
Date evidence capture began 
Friday, 28 February, 2020
Date evidence capture finished 
Friday, 28 February, 2020
Type of report 
Enter and view
Key themes 
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Information providing
Quality of care
Quality of catering
Quality of staffing
Service delivery organisation and staffing
Staff levels
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
User stories
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 
Cancer services
Discharge lounge

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not 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? 
Not known
What type of impact was determined? 
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.