Enter & View Visit to Crocus Ward
What we did
The Enter & View (E&V) team collected information from interviews and patient observation, speaking with a total of eight inpatients, two relatives and one former patient who had been visiting at that time.
In preparation for the visit, three members of the E&V team met with Richard Stiles (Operational Manager, Sutton & Merton Directorate), Dr Matthew Francis (Consultant Psychiatrist for the ward) and Mbosede (Bose) Nwaefulu, the Ward manager on 7th September.
The team received background information about the ward, its purpose, staffing, and ways of working in addition to management reactions to the recent CQC visit and plans for future development of the ward.
Posters which provided information about Healthwatch Wandsworth, and the date and purpose of the visit were displayed on the ward, while staff were asked to distribute letters explaining that a team from Healthwatch Wandsworth wished to speak with them about their experiences.
The team planned to:
- Identify examples of good working practice.
- Observe patients and staff and their surroundings.
- Capture the experience of patients, relatives and visitors, and any ideas they might have for change and/or improvement.
On the day, two members of the team obtained permission to observe patients at their supper time at 5.30pm.
At the end of each interview, patients were invited to tell us what they particularly liked about Crocus Ward, and to suggest areas for improvement.
Key Findings
Overall patients were happy with the support provided by staff in the ward.
Patients felt happy with the treatment and care, believing that their mental health had improved, as well as physical health needs.
Staff respecting patient’s privacy and dignity, as well as being a good listener and easy to talk to contributed to these favourable opinions.
However, very few patients were aware of a specific member of staff they could share their concerns with.
Additionally, discharge planning had less favourable views, with some patients experiencing delays over their discharge.
The environment was observed to be:
- Stimulating, clean, pleasant and comfortable.
- Information was clearly displayed.
- Patients were satisfied with the listening skills and understanding approach of ward staff and the consultant psychiatrist.
- Sensitive staff, interactions with patients and positive examples of leadership were observed over the course of the visit.
Our recommendations:
Overall patients are happy with the treatment and care provided by Crocus Ward. Based on our observations and interviews, we recommend the following:
- Most of the patients we spoke to seemed unaware that there was a specific member of staff (their ‘key nurse’) that they could talk to about any concerns.
- Ward managers might consider reviewing how well the roles of the key (or ‘named) nurse is being implemented and whether there is more that could be done to improve patients’ awareness of it.
- People who are visiting a relative at the start of a first admission to an in-patient mental health ward may find the experience distressing. Staff should try to provide them with support and understanding.
- We consider that the carers’ information leaflet should be reviewed, in particular because it contains no mention of discharge planning, or the roles of the Discharge Co-ordinator and that of the nurse who acts as the designated Carers’ Lead for the ward.
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enquiries@healthwatchwandsworth.co.uk or call 020 8516 7767
