BackgroundIntermediate care (IC) services are models of care that aim to bridge the gap between hospital and home, enabling continuity of care and the transition to the community. The purpose of this study was to explore patient experience with a step-down, intermediate care unit in Buckinghamshire, UK.MethodsA mixed-methods study design was used. Twenty-eight responses to a patient feedback questionnaire were analysed and seven qualitative semi-structured interviews were conducted. The eligible participants were patients who had been admitted to the step-down IC unit. Interview transcripts were analysed using thematic analysis.FindingsOur interview data generated five core themes: (1) “Being uninformed”, (2) “Caring relationships with health practitioners”, (3) “Experiencing good intermediate care”, (4) “Rehabilitation” and (5) “Discussing the care plan”. When comparing the quantitative to the qualitative data, these themes are consistent.ConclusionsOverall, the patients reported that the admission to the step-down care facility was positive. Patients highlighted the supportive relationship they formed with healthcare professionals in the IC and that the rehabilitation that was offered in the IC service was important in increasing mobility and regaining their independence. In addition, patients reported that they were largely unaware about their transfer to the IC unit before this occurred and they were also unaware of their discharge package of care. These findings will inform the evolving patient-centred journey for service development within intermediate care.Supplementary InformationThe online version contains supplementary material available at 10.1186/s12889-023-15868-5.