Enter and View Report: Elderly and Medical, Ward 18 Queen Elizabeth Hospital

Ward 18 is a 28-bed medical ward that specialises in the care of older adults with frailty and complex medical needs. Many patients require assistance with daily tasks such as walking, eating, and using the bathroom, and some are living with dementia or experiencing delirium. During our visits, the ward was operating at full capacity, with two additional corridor beds in use. 

Overall, the ward environment was clean, well-maintained, and organised. Staff demonstrated strong teamwork and supported one another to meet the needs of patients. Patients and families praised the kindness, attentiveness, and commitment of staff, who were described as hardworking and compassionate. We directly observed staff delivering care with patience, empathy, and kindness, even in high-pressure situations.

Despite these strengths, several areas for improvement were identified. Most notably, it was suggested by patients, families, and staff themselves that staffing levels were insufficient to meet the complex and often intensive needs of patients on the ward. We observed patients frequently waiting for assistance with basic needs. Staff described feeling stretched and frustrated at being unable to provide the level of care they knew was needed.

While staff were generally kind in their interactions, patients with hearing difficulties or cognitive impairments sometimes struggled to understand information, particularly when medical language was used. Families also reported inconsistent communication, saying they often had to chase updates themselves and were not always kept informed about their loved one’s condition or treatment plan.

Although information on how to give feedback or raise concerns was displayed on the ward, patients and family members said they were unsure how to do so in practice. In some cases, concerns only appeared to be taken seriously after they were escalated or backed up with evidence, which left relatives feeling dismissed or mistrustful.

We received mixed reports on the quality, texture, and variety of meals, with some patients satisfied and others less so. Some patients also found the shared ward environment unsettling when others in their bay were distressed, confused, or noisy. Staff also highlighted ongoing problems with delayed discharges due to equipment or support not being in place at home, delays which extend hospital stays unnecessarily and place additional strain on ward capacity.

In summary, Ward 18 is staffed by a dedicated and compassionate team working in a highly pressured setting. While the ward offers a clean and caring environment, improvements are needed in staffing levels, communication practices, discharge planning, and patient experience to ensure safe, timely, and person-centred care for all patients.