Enter and view: West Sussex Middlesex University Hospital Adult Inpatient Ward

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Summary of report content

Healthwatch Richmond upon Thames have conducted a series of Enter and View visits to adult inpatient wards at West Middlesex University Hospital in October 2018. Observations by the Enter and Visit representatives reported that: staff were rarely able to spend time interacting with patients unless they were performing a care-related task, nor were they observed having enough time to interact sufficiently with those who had dementia. It was observed that staff appropriately and thoughtfully supported patients during mealtimes. Again, some wards showed poor food-related care as they appeared disorganised and understaffed. The ward environment was consistently clean but during the night appeared particularly busy and frantic. Patients commented that: the staff were friendly and kind with positive attitudes. Most wards had a good quality of care but there were reports of poorer quality in specific wards, these were not widespread. There was mixed feedback given regarding the quality and choice of food provided. Patients reported that communication between staff and patient was positive with clear information being explained and an effort to keep patients up-to-date. The majority of patients felt their privacy and dignity had been respected throughout their stay. Staff members were spoken to get their feedback and they reported that they felt positive about working with their teams and were well supported by senior staff. However, concerns were raised about staffing levels and how this affected the quality of care they were able to provide. The hospital responded positively to the report and stated that the recommendations for improving the wards are being addressed.

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General details

Report title 
Enter and view: West Sussex Middlesex University Hospital Adult Inpatient Ward
Local Healthwatch 
Healthwatch Richmond upon Thames
Date of publication 
Thursday, 14 February, 2019
Date evidence capture began 
Monday, 15 October, 2018
Date evidence capture finished 
Tuesday, 30 October, 2018
Type of report 
Enter and view
Key themes 
Cleanliness hygiene and infection control
Communication between staff and patients
Food and nutrition
Quality of care
Quality of catering
Quality of staffing
Staff attitudes
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
Unstructured Interview
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Not Known

Details of health and care services included in the report

Secondary care services 
Inpatient care

Details of people who shared their views

Number of people who shared their views 
Age group 
All people 18 and over
Specific ethnicity if known 
Sexual orientation 
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? 
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.