Discharge lounge report

We have found that the Discharge Lounge at Queen Alexandra Hospital was managed by an experienced team and there was clear evidence of strong coordination to support patient flow and discharge arrangements. At the same time, the visit identified a number of opportunities to improve the environment, patient information, accessibility, and the overall waiting experience.

A team from Healthwatch Portsmouth and Healthwatch Hampshire visited Queen Alexandra Hospital, Portsmouth to visit the Discharge Lounge on 12 March 2026. This visit followed on from the joint Healthwatch Emergency Department Walk-Through on 14^th March 2025 (Emergency Department Walk Through). During the visit to the Discharge Lounge, the team met Becky Hartrick, Discharge Matron, and Sam Patterson, Discharge Nurse, and observed the environment, discussed how the service operates, and explored key aspects of the patient discharge experience.

Staff advised that the Discharge Lounge supports a high volume of patients, with around 50 patients a day passing through the service, and with wider discharge activity sometimes exceeding this when simpler discharges are included. The team described the service as variable and unpredictable from day to day, although the visit itself took place on what was described as a “fairly normal” day. Staff turnover was reported to be low, and the team appeared knowledgeable, professional, and compassionate.

We made recommendations including:

• Improve signage and directions to the Discharge Lounge, including clearer wording in patient and visitor information about where it is located.

• Provide a printed patient leaflet given early in the discharge process in accessible formats and other languages.

• Explain more clearly for patients on arrival in the Discharge Lounge what happens in the Discharge Lounge, including likely waiting times, medication arrangements and post-discharge contact routes.

Read the report here:

Discharge lounge report.pdf

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