Enter and view: Amberley Court Nursing Home

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Summary of report content

Healthwatch Birmingham conducted an Enter and View visit to Amberley Court Nursing Home, a residential nursing home with 62 beds. The service has 15 Enhanced Assessment Beds (EAB). These beds are allocated to people who have been discharged from hospital but are in need of extra support before they return home. The aim of the visit was to listen to residents' views of their care, focusing particularly on how the staff obtain and use residents' feedback; and to help the organisations that fund and regulate social care in Birmingham to understand residents' perspectives of the care provided at Amberley Court, particularly whether residents feel that the staff treat them with dignity and respect. Key findings from interviews with residents included that: most of the residents spoken to felt that residents' meetings rarely resulted in staff taking action; although some residents said they felt listened to, many did not; and some residents were happy with the standard of care and their quality life at Amberley Court, however others were not satisfied. Healthwatch BIrmingham observations included: staff interactions with residents depended on the individual member of staff (and their relationship with the resident), some were warm, friendly, caring, talked to, smiled and listened to the residents and were considerate of their needs, and others appeared more distant and less empathetic; staff addressed residents by name; eye contact and tone of voice were mostly good; most staff were welcoming to visitors and treated each other with respect; and most appeared caring and patient despite a heavy workload. The report includes a response from the Manager at Amberley Court. The Manager was invited to respond to a draft of the report with an action plan. They requested an amendment to the report, which is included at the end of the document. The Manager’s response did not address any of the other feedback provided by residents of Amberley Court.

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General details

Report title 
Enter and view: Amberley Court Nursing Home
Local Healthwatch 
Healthwatch Birmingham
Date of publication 
Tuesday, 11 July, 2017
Date evidence capture began 
Monday, 15 May, 2017
Date evidence capture finished 
Monday, 15 May, 2017
Type of report 
Enter and view
Key themes 
Building and facilities
Communication between staff and patients
Complaints procedure
Continuity of care
Cost of services
Food and nutrition
Health and safety
Information providing
Lifestyle and wellbeing
Quality of care
Quality of catering
Quality of staffing
Quality of treatment
Service delivery organisation and staffing
Staff attitudes
Staff levels
Other information of note about this report 
Activity Coordinator
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Not known
Primary research method used 
User stories
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 

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 
Age group 
All people 18 and over
Specific ethnicity if known 
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Types of health and care professionals engaged 
Care / support workers
Service manager
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Yes but provider disagrees
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

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.