Enter and view: Austenwood

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Summary of report content

Healthwatch Bucks conducted an Enter and View to Austenwood care home, on 18th October 2017, as part of their role to make sure that the residents are treated with dignity and respect. The home was informed two weeks in advance about the visit but they were not told the exact time or date. The team of volunteers and staff talked to 5 residents, 1 staff member 4 visitors and observed another 21 while visiting the home. Overall staff interacted well on a personal and professional level with everyone in the home they were praised as being “very good”, “very nice and caring” and as one visitor put it, “the way they engage with residents is really amazing”. Residents were also offered a great deal of choice and their decisions were respected, whether it was about wearing a bib while eating or going to bed when they wanted. Relative commented on being always included and constantly consulted. The menu showed two choices at every meal with the possibility of a third at the request of a resident. Staff seemed to use I-pads to record and check information, so no paper files were seen left on tables for anyone to access. The inside of the home was bright, warm, clean and clutter free. The homely and welcoming feeling was throughout and there was a code to get into the front door. The privacy of the residents was highly respected by drawing curtains when personal care was given. The team didn’t find an activity planner posted and assumed that could be because the activity coordinator was on leave. Recommendations included: • To make the daily blackboard menu clearer, and the writing on the weekly menus larger. • To continues to develop the I-pad pictorial menu for those who would find it easier to choose meal options via pictures. • To post an activity timetable on the noticeboard. The service provider responded thanking them for the positive report. They went on to correct a ‘factual inaccuracy’ which was mentioned in the report when commenting there was ‘no activity timetable’. The latest timetable was sent to Healthwatch Bucks and it was explained that it was available on the noticeboard at the time of the visit and despite the absence of an activity coordinator, activities do continue as they have a team of volunteers and a temporary activity coordinator present. They will continue to develop the use of the iPad for a pictorial menu, and will ensure that the menu on the blackboard is made clearer.

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General details

Report title 
Enter and view: Austenwood
Local Healthwatch 
Healthwatch Buckinghamshire
Date of publication 
Tuesday, 14 November, 2017
Date evidence capture began 
Wednesday, 18 October, 2017
Date evidence capture finished 
Wednesday, 18 October, 2017
Type of report 
Enter and view
Key themes 
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Consent to care and treatment
Holistic support
Information providing
Lifestyle and wellbeing
Quality of care
Quality of catering
Staff attitudes
Staff levels
Staff training
Healthwatch reference number 

Methodology and approach

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

Details of health and care services included in the report

Social care services 
Residential care home

Details about conditions and diseases

Types of disabilities 

Details of people who shared their views

Number of people who shared their views 
Age group 
All people over the age of 65
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 
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? 
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.