Enter and view: Abbey Care Complex

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Summary of report content

Healthwatch Redbridge gather information on people’s experiences of health and social care services and there are times when it is appropriate for Healthwatch Redbridge to see and hear for themselves how services are being delivered: these visits are called ‘Enter and View’, they are not inspections. Healthwatch Redbridge visited Abbey Care Complex on Thursday 22 March 2018. The key findings highlighted areas in relation to patient feedback, staff feedback and observation. The report contains 4 recommendations. Healthwatch Redbridge suggests the home review its Deprivation of Liberty Safeguards6 policy. Healthwatch Redbridge felt that residents, where they had capacity, should be able to use the lifts independently. A ‘blanket ban’ should not be in place. The complaints procedure should be provided on the noticeboard so that residents and their relatives are aware of the process for reporting a complaint. If possible, this procedure should be available in an easy to read, simplified format. Healthwatch Redbridge are pleased that all staff members have a uniform and name badge but it would be good practice for the name badge to be printed in a larger font size making it easier for residents to read them. Although it was good practice for the staff member to wear a bib informing visitors and residents that were not to be disturbed; to reduce risks of a possible medication error occurring, the medication round should involve two staff members.

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General details

Report title 
Enter and view: Abbey Care Complex
Local Healthwatch 
Healthwatch Redbridge
Date of publication 
Thursday, 22 March, 2018
Date evidence capture began 
Thursday, 22 March, 2018
Date evidence capture finished 
Thursday, 22 March, 2018
Type of report 
Enter and view
Key themes 
Complaints procedure
Quality of care
Quality of staffing
Quality of treatment
Healthwatch reference number 
Rep-7215

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
Primary research method used 
Observation
Structured interview
Survey
How was the information collected? 
Not known
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Announced

Details of health and care services included in the report

Social care services 
Nursing care home
Residential care home

Details of people who shared their views

Number of people who shared their views 
Not known
Age group 
Not known
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
No
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
Service manager
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Yes
Is there evidence of impact external to the report? 
No
What type of impact was determined? 
Implied Impact

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
 
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
 
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.