Enter and View Report: Adult Inpatient, Ward 15 Queen Elizabeth Hospital

In April 2025, Healthwatch Greenwich undertook an unannounced Enter and View visit to Ward 15 at Queen Elizabeth Hospital. As the hospital’s largest surgical ward, Ward 15 also accommodates medical patients during times of increased demand. The purpose of our visit was to understand how well the ward is meeting the needs of patients and families, and to offer a lay perspective on their experiences of care. The visit was carried out by four authorised representatives and included interviews with nine patients, six family members, and four members of staff, including ward leadership, alongside direct observations.

Overall, patients and families described staff as kind, respectful, and hardworking. Staff interactions were warm and compassionate, and there was a strong sense of dignity in the way care was delivered. Staff also spoke positively about the ward culture, highlighting mutual support, shared values, and strong teamwork. 

Communication emerged as a mixed area. Some patients felt well-informed and included in decisions about their care, while others, particularly family members, described difficulty obtaining updates, confusion caused by clinical language, and uncertainty during ward transfers. Delays in responding to call bells and in administering pain relief were also highlighted by some patients. 

While the ward was generally clean and well-organised, we observed inconsistencies in cleaning standards, with some areas of litter and untidiness noted. Toilet signage intended to support accessibility was present but makeshift in appearance, photocopied and attached with Blu Tack, reducing its effectiveness. Food was described as adequate in portion and temperature, but some patients felt it lacked flavour and variety. 

Although posters promoting Martha’s Rule were prominently displayed, there was no visible information on how to raise concerns, make complaints, or provide feedback. The absence of this information may discourage patients and families from speaking up, particularly those who are less confident or unsure of their rights and reduce the ward’s ability to respond to issues before they escalate.

This report brings together the experience of patients and families to offer a lay perspective on care, one that reflects what is important to them, rather than clinical or operational metrics. While audits, performance targets, and clinical outcomes are vital for understanding service quality, they do not always capture how care feels to the people receiving it. A lay perspective provides a fuller picture of the patient experience and areas that may not be routinely measured but significantly affect wellbeing, trust, and recovery. By listening directly to patients and families, this report helps identify where care is working well and where improvements can be made.