melrose enter and view report v3 - healthwatch lancashire · we spoke to nine residents, where...

MelroseResidentialHomeEnterandViewReport

Contact Details:

MelroseResidentialHome50MossLane,LeylandPR254SH

Staff met during visit:

TheManager,JulieSaundersandDeputyManager,ElaineMeers

Date and time of visit:

Thursday9thJune201610.30am-12.30pm

Healthwatch Lancashire Authorised Representatives:

LindaBrown(Lead)MicheleChapmanBeckyWillshawAyshaDesai

V1:3

Healthwatch Lancashire Enter and View Report

Page2of13 www.healthwatchlancashire.co.uk

Introduction ThiswasanannouncedEnterandViewvisitundertakenbyauthorisedrepresentativesfromHealthwatchLancashirewhohavetheauthoritytoenterhealthandsocialcarepremises,announcedorunannounced,toobserveandassessthenatureandqualityofservicesandobtaintheviewofthosepeopleusingtheservices.ThisvisitwasarrangedaspartofHealthwatchLancashire’sEnterandViewschedule.Theaimistoobserveservices,considerhowservicesmaybeimprovedanddisseminategoodpractice.TheteamoftrainedEnterandViewauthorisedrepresentativesrecordtheirobservationsalongwithfeedbackfromresidents,staffand,wherepossible,resident’sfamiliesorfriends.Theteamcompileareportreflectingtheseobservationsandfeedback,makingcommentwhereappropriate.Thereportissenttothemanagerofthefacilityforvalidationofthefacts.AnyresponsefromthemanagerisincludedwiththefinalversionofthereportwhichispublishedontheHealthwatchLancashirewebsiteatwww.healthwatchlancashire.co.ukDISCLAIMERThisreportrelatesonlytotheserviceviewedatthetimeofthevisit,andisonlyrepresentativeoftheviewsofthestaff,visitorsandresidentswhometmembersoftheEnterandViewteamonthatdate.



General Information MelroseResidentialHomeisprivatelyownedbyMrsAMakdaandMissSMakdawithplacesfor19residentswith8vacanciesatthetimeofourvisit.ThepersoninchargeisJulieSaunders(Manager).Informationobtainedfromcarehome.co.ukstatesthatthehomeprovidescareforpeoplewhoareaffectedbyoldage,withnospecialistcategories.Acknowledgements HealthwatchLancashirewouldliketothankJulieSaunders,theManagerandElaineMeers,theDeputyManagertogetherwithstaff,residentsandvisitors,formakingusfeelwelcomeandtakingpartinthevisit.MethodologyAsrequiredbyourrolewelistenandengagewithusersofhealthandsocialcare.Wegiveprioritytowhatweseeandwhatpeopletellusatthetimeofourvisit.TheEnterandViewteamvisitedMelroseResidentialHomeonThursday9thJune2016between10.30am-12.30pm.Wespoketonineresidents,wherepossible,structuringourconversationsaroundaquestionnairecoveringfourthemes(Environment,Care,NutritionandActivities)designedtogatherinformationconcerningresidentsoverallexperienceoflivingatthehome.Inaddition,wespoketosixmembersofstaff,includingtheActivityCoordinatorandtheHousekeeper.Wealsohadtheopportunitytospeaktorelatives.Theteamalsorecordedtheirownobservationsontheenvironmentandfacilities.Theseobservationswerescoredonascaleof1to5:1=Poor,2=BelowAverage,3=Average,4=Good,5=VeryGood.



Enter and View Observations PreVisitTheteamevaluatedseveralareaspriortoourvisitincludingwhethertherewasabrochureorguidetothehomesfacilitiesandawebsite,togetherwiththemannerofresponsetoanytelephoneenquiries.ItwasfoundthatthereisnodedicatedwebsiteforMelroseResidentialHomewithonlylimitedinformationavailableoncarehome.uk.Asmallprintedbrochurewasavailableatthehomewithsomedetailsaboutthefacilities,thestandardsandcategoriesofcareandpaymentdetails.WhenHealthwatchLancashirephonedtoarrangeavisitallcontactswereansweredpositivelyandinatimelymannerwithanappropriatememberofstaffavailabletotakethecalls.Theprevisitwasscoredas4/5LocationMelroseResidentialHomeissituatedinaquietresidentialareabutclosetolocalfacilitiesandaccessiblebypublictransport.Parkingatthehomewaslimitedbutonroadparkingwasavailable.Theredidnotappeartobeadedicateddisabledparkingspace.Disabledaccesswaspossiblethroughtheentrancedoor.Thehomewasclearlysignpostedfromtheroad.Thelocationwasscoredas4/5ExternalEnvironmentThehomeissetinpleasantmaturegardenswithwell-establishedtreesandshrubs.Thereweretwobenchesinthefrontgardenandafewplasticgardenchairsinthereargardenforresidentstositout.Despitehavingaverypleasantenclosedgardenthathaddisabledaccessthereappearedtobeverylittlegardenfurnitureforresidentstotakeadvantageofit.Thehomewassecureonarrivalwithakeypadonbothsidesofthedoor.Theexternalenvironmentwasscoredas4/5InternalEnvironment-FirstImpressionsOnarrivalthedoorwasansweredinatimelymannerandtheManagerwasnotifiedofourarrival.TheManagerandDeputyManagerintroducedthemselvesandmadeusfeelwelcomeandwereavailablethroughoutourvisit.Althoughthedecorationwasdatedandpossiblyinneedofarefresh,ourgeneralfirstimpressionswerethatitwashomelyandhadapleasantodourthroughout.InternalEnvironment-FirstImpressionsscoredas4/5



ReceptionThereceptionentrancewasasmallconservatorywithcomfortableseatingandavisitorsbookinuse.TheManagersofficewindowoverlookedthisarea.Therewasasmallnoticeboardwithsomeinformationonitsuchasthecomplaintsprocedure,safeguardingandthelatestCQCreport.However,thenoticeboardlackedinformationaboutadvocacysupportservices.Aposteradvertisinganupcomingteapartyeventcoveredmostofthenoticeboard.TheHealthwatchLancashireposterwasondisplay.Therewasnostaffnameboardforvisitorstoidentifykeystaff.Thereceptionareawasscoredas3.5/5CorridorsandBathroomsSomecorridorswerenotedtobedimlylitbuttheloungesanddiningroomwerebrightwithnaturallightfromwindowsoverlookingthegardens.Allcommunalareaswereunclutteredwithsufficientspaceforwalkingframesandwhereappropriatewheelchairs.Theflooringwasunwornandclean.Bathroomsweresignpostedbutnotpictorially,andasthehomedoesnotcaterfortheneedsofthosewithdementia,accordingtotheDeputyManager.Thehomehadnodementiafriendlyadaptations.Otherappropriateadaptationssuchashandrailswereprovided.Bathroomsandtoiletswerenotedtobecleanandwithadequatesuppliesofsoap,handtowelsandtoiletrolls.Residentsdoorswerenotpersonalisedbeingrecognisedbyanumberonly.Thecorridorsandbathroomareaswerescoredas3.5/5Lounges,DiningandotherPublicAreasItwasnotedthatthehomewascleanthroughout.Thepublicareas,loungesanddiningroomwereveryhomelyandpleasantwithcomfortableseatingthatpromotedsocialinteraction.Themainloungehadaquietareaforresidentswhodidnotwanttowatchtelevisionwhichopenedontothegardenthroughpatiodoors.Thetelevisiondidnotimposeonconversation.Theopenplandiningroomandconservatoryprovidedamplesocialspaceforresidents.Inadditiontothistherewasafurthersmallloungeupstairs.Personaltouchessuchasphotographswerenotednexttosomeresidentsintheloungeareas.Thelounges,diningandotherpublicareaswerescoredas5/5ObservationsofResidentandStaffInteractionsTheEnter&Viewteamnotedthatthereappearedtobeenoughstaffondutyduringourvisit.AlthoughtheEnterandViewteamdidnotobservealotofstaffinteractionwithresidentsduringourvisititappearedthatstaffseemedtoknowresidentswell.Weweretoldthatmanyoftheresidentsandstaffhadbeenatthehomeforseveralyears.Callbellsheardwereansweredquicklyhowever,maintenanceworkwasbeingcarriedoutonthecallsystemsoitwasunclearifthecallsoriginatedfromtheresidents.DuringourvisittheActivitiesCoordinatorreturnedwitharesidentfromawalkintothelocalcommunityhoweverresidentswerenotengagedinanyotheractivities.TheActivityCoordinatorworkstwodaysaweekandhasbeeninpostfortwoweeks.TheActivityCoordinatorstatedthatsheasksresidents



individuallywhattheywouldliketodobutdoesnothaveanactivityschedule.AteapartyhasbeenorganisedatthehomewithneighbouringIndependentLivingResidentsinvitedtoattendalongwithfriendsandfamily.Thiswasclearlyadvertisedontheentrancenoticeboard.AccordingtotheActivitiesCoordinatorothergroupactivitiesincludebingo,dominos,artactivities,memorygamesandabeautydaywhichinvolvedhavingmanicures.Residentsreportedjoininginsomeoftheseactivities.Thehairdresservisitsweekly.Thehomeissupportedbyagardenertwodaysperweek,acleanerfivedaysperweekandtwo-parttimecooksoversevendays.Staffhaddifficultyidentifyingthemeaningof“personcentred”carebutitwasevidentthattheyknewresidentswell,ranerrandsforthemandboughtindividualmeals,suchasfishandchipsifresidentsrequestedit.Residentandstaffinteractionswerescoredas4/5 Overall the Enter and View Project Officers rated the environment and facilities as 4/5



EnvironmentSummaryofresponsesfromnineresidents

• Almostallrespondentswerehappywiththeirrooms.• Almostallrespondentsfelttheyhadprivacyintheirownrooms.• Allrespondentsthoughtthehomewaspleasantandclean.• Allrespondentstoldustherewasaquietloungeavailableforthemtouse.• Mostrespondenttoldustherewasagardenwheretheycouldsitout.

Quotesfromresidents:“Myroomisbeautifulandcomfortable.”

“Ihavealovelybedroom,IhaveaTVandIcangoinmyroomwhenIwant.”

“Myroomisperfect;it’sbeendecorated.”

“Ididn’twantcheckinginthenightanditwentinmycareplanandstaffhaverespectedthis.”

“Thehomeisdefinitelyclean.”

“It’squietandlovelyhere.”

“Ihaverelativesthatcomeandvisitme.Theyusuallycomeintothequietloungeandsometimestheytake

meout.”

“Wecansitintheconservatorywhichisquiet.”

“Ilovemyprivacy.Icanmakemyownbrewsinthekitchen.”

“Thehomeisveryspaciousandwearenotontopofeachother.”

“Istopinside;Idon’tsitoutside.”

“Isitoutsidesometimes.”



CareSummaryofresponsesfromnineresidents

• Almostallrespondentsfelttheyaretreatedwithdignityandrespect.• Almostallrespondentssaidtheycouldtalktoamemberofstaffiftheyhadanyconcerns.• Almostallrespondentstoldustheyfeltsafe.• Allrespondentstoldusthatcallbellsandrequestsforhelpwereansweredinatimelymanner.• Allrespondentstoldustheyhaveachoiceaboutwhentheygetupandgotobed.

Quotesfromresidents:“Thestaffarereallynice.”

“Thestaffarelovely.”

“Idonotalwaysfeeltreatedwithdignityandrespect.”

“IwouldletthemknowifIhadanyconcerns.”

“Thereare2-3staffmembersonduringthedayand2atnight.”

“Ifeelverysafe.”

“Someonealwayscomeswhenyouringyourcallbell.”

“Thestaffcomeveryquicklyifyouneedthemto.”

“IgotobedwheneverIamready.”

“IcanpleasemyselfwhenIgetupandgotobed.”

“Irarelygetmybathontime.Itissupposedtobeeveryweek.Ihavetoaskthemtodoit.”



Food NutritionSummaryofresponsesfromnineresidents

• Mostrespondentswerehappywiththefood.• Mostrespondentstoldusthattheydidnothaveachoiceofmenuanddidnotknowwhatwas

beingservedthatday.• Allrespondentssaidtheyalwayshaddrinksavailabletothem.• Onlyhalfoftherespondentstoldustheywereabletochoosewheretheyatetheirmeals–inthe

diningroomorintheirownrooms.Quotesfromresidents:“Themealsarelovely.Wehaveagoodbreakfasteachmorning,wecanhavebreakfastatanytime.”

“Thefoodisgood.Youcanalwaysaskforalternatives.”

“Themealsarealright.”

“They’vegotagoodcook.I’mnotafussyeater.”

“IfIamnothappywithsomethingthecookorstaffwillchangeit.”

“Nochoiceobserved.Weeatwhattheygiveus.Ifwedon’tlikesomethingweleaveit.”

“Thereisnochoiceofmenuwhatsoever,wedon’tgetmenus.Amenuwentontheboardforafewweeks

andthenthatfizzledout”.

“Wedon’treallyhavechoicebutifyoudon’tlikewhattheybringtheywillmakesomethingelse.Wehave

onechoice,butitsgoodportions.”

“Idon’tknowfromdaytodaywhatmenuisavailable.”

“Inevereatinmyroom;Ieatinthediningroom.Ifteaisnothot,wecanhaveitonourlapbutifit’shot

thenwewillsitatthetable.”

“Iprefertoeatinthediningroom.”

“Wedon’treallychoosewheretosit,weallsittogetheratthetable.”

“Icaneatinmyroom,diningroomorkitchen.Icansuitmyself.”



ActivitiesSummaryofresponsesfromnineresidents

• Almostallrespondentsfoundthestaffhelpfulandfriendly.• Allrespondentstoldustheycouldhavevisitorsatanytime.• Onlyhalfrespondentssaidtherewereactivitiesand/oroutingsavailableforthemtotakepartin.• Lessthanhalfofrespondentstoldusthattheyweresupportedtopursuetheirowninterests.

Quotesfromresidents:“Thestaffareveryfriendly.”

“Thestaffarelovely.”

“Mostofthestaffherearehelpfulandfriendly.”

“Idon’ttakepartinactivitiesbecauseofmyillness.”

“Iplaybingoandsomeonetakesmetochurch.”

“Wemakeartworkandplaycards.Wereminiscewithphotosandweplaybingo.”

“Theyplaybingooddtimes.Thereisnoentertainmentoroutings.Mostpeoplearen’tthatmobile.”

“Idoknittingandcrocheting.Igotochurchregularly.Someonecomesandpicksmeup.”

“Theygivemelargerprintbingopapers.”

“Ihavenointerests;IwatchTVformostoftheday.”

“Iwouldliketodojigsawsbuttherearenonehereandthereisnoplacetoleavethemuntilfinished.”

“Idowordsearchesandreadthenewspaper.Iwouldlikesomeone-to-onetimetogoout.”

“IamattendingaChristeninginSeptemberandoneofthecarersiscomingwithme.”

“IhaveaskedthestaffoftentowalkaroundwithmetothefrontflowerbedasIlikelookingatthe

gardens.”



Relatives and Friends ViewsSummaryofresponsesOnegroupofvisitorscompletedthe‘FriendsandFamily’questionnaire.

• Therespondentssaidthattheyfeelpositiveabouttheservicegenerally.• Therespondentstoldusthattheirrelativehadmadefriendsatthehome.• Therespondentsthoughtthattheirrelativefeltsafeattheservice.• Therespondentsfeltthattheyarekeptinformedabouttheirrelativeandinvolvedincareplans.• Therespondentsknewwhatthearrangementswerefortheirrelativeintheeventofanemergency.• Therespondentsweresatisfiedwiththelevelofsupporttheirrelativereceivesfromotherlocal

healthservicessuchasGPs,dentists,pharmacies.• Therespondentsaidtheyhaven’tbeenencouragedtogetinvolvedinactivitiesandeventsatthe

service.• Therespondentwouldrecommendthisservicetoothers.

Quotesfromrelativesandfriends:“Overallwefeelourrelativeiscaredforandlookedafter.Theyseemtobegenerallyverywellandhappy.”

“Ourrelativealwaysmentionswhotheyhavespokentoandifanyonesitsbythem.”

“Yeswefeeltheyaresafe”.

“Weregularlygetacallastowhether(name)needsanythingorifanythinghashappened.”

“Emergencycontactshavebeengivenandwearecalledifneeded”.

“Ihaven’treallyseenorheardofanyactivities.Onecarertellsussheplaysawordgamewith(name).”

“TheGPhasvisitedwhenneededandchiropodisthasvisited.”



Staff ViewsWehadanopportunitytospeaktosixmembersofcarestaffabouttheirexperienceofworkingatMelroseResidentialHome.Summaryofresponses

• Allstaffsaidtherewereenoughstaffwhenonduty.• Allstafffeltsupportedtocarryoutpersoncentredcare.• Moststaffthoughttheyhadenoughtrainingtoenablethemtocarryouttheirdutieswell.• AllstaffreportedbeinghappyworkingatMelroseResidentialHome.• Moststaffwouldbehappytorecommendthishometoacloserelative.

Quotesfromstaff:“Therearemorethanenoughstaffatpresent.”

“Iaskedaboutarrangingacupcakedayandeverythinghasbeenprovidedforit.”

“Iamsupportedtodomyjobandgiventheresourcesforit.”

“Wearedoingon-linetraining.”

“Iloveithere.”

“IwouldlovemyNanatocomehere.Allthestaffsupporteachother.”

“Ienjoyworkinghere,Ilovemyjob.”

“Mymumhasalreadypickedherroomhere.”

“Thereisroomforimprovement.”

“Residentsandstaffhavebeenherealongtimeandrelationshipsareestablishedandhappy.Thereisa

highstaffmorale.Therearealwayslotsofvisitorsandalowstaffsicknessandturnoverrate.TheDeputy

ManagerhasbeenhereforthirteenyearsandtheManagerhasbeenhereforfifteen.”

“Itisareallygoodhome.TheManagerandtheDeputyManagerareverygoodandapproachable.Youcan

gotothemforanything.”



Response from providerResultsoftheEnterandViewvisitwerefedbacktotheRegisteredManager,JSaunders,whoprovidedtheresponsebelow.IhavereadthereportandIampleasedwiththeoutcome.Ican'tseeanythinginthereportthatneedsalteringorisnottruetofact.www.healthwatchlancashire.co.ukinfo@healthwatchlancashire.co.ukTwitter:@HW_LancashireFacebook:facebook.com/lancshealthwatch

melrose enter and view report v3 - healthwatch lancashire · we spoke to nine residents, where...

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