Concerns about quality of care have been raised about ‘virtual ‘ wards – patients cared using online resources in their homes – at Croydon University Hospital.  

A report by Healthwatch Croydon, said that while 60per cent of patients rated their experiences on virtual wards as very good, concerns were raised over the lack of direct access to healthcare professionals and the quality of care received by patients.  

The report is based on a telephone survey between January and May 2024. It included 30 patients who had experience on virtual wards in Croydon.  

One patient said: “There does not seem to be much communication between the hub and the consultant, [there is] confusion on medication.”  

Another said: “My worry and problem were the continuity and perhaps thoroughness of the care team. I don’t know how well-trained they are. There was an incident, and one of the care team did not know what I was suffering from and misdiagnosed me. Competent care is crucial.”  

There were also concerns over emotional and psychological impacts on patients in virtual wards. One patient said: “It was stressing me out. I was not mentally ready for this as I was just discharged from the hospital.”  

Chief Executive of Croydon Health Services NHS Trust, Matthew Kershaw, said in a statement that virtual wards: “Will not replace face-to-face care.” 

NHS England’s national virtual wards programme was launched in April 2022, aiming to free up hospital beds by caring for patients at home.   

Patients are assessed for at home virtual care and if suitable, they are cared for at home with the aid of a monitoring device on which they are monitored 24/7 remotely.  

Currently there are 4 different models of virtual wards running across Croydon, Merton & Wandsworth, Sutton and Kington & Richmond. Monitoring of all the wards is conducted centrally via a Centralised Remote Monitoring Hub which provides continuous monitoring of patients. 

Healthwatch Croydon stated their findings highlight the benefits of virtual wards, such as convenience and personalised care, with 87% of those interviewed saying they preferred virtual wards to hospital treatment.  

One patient surveyed said: “You have freedom at home, I’m much happier that way.” Another said it’s more comfortable emotionally because you are around things that are “familiar.” 

Kershaw said: “We are pleased to see that patients being cared for through our virtual ward community service had a positive experience and note that we are moving in the right direction.” 

Gordon Kay, Manager of Healthwatch Croydon said: “Our report has shown how Croydon patients see the benefits of using this service. However, there are some aspects around communication, support and accessibility, or whose first language is not English that need to be considered as the project develops to the next stage.”