Enter and view: Austhrope House Nursing Home

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Summary of report content

Healthwatch Norfolk gather information on people’s experiences of health and social care services and there are times when it is appropriate for Healthwatch Norfolk to see and hear for themselves how services are being delivered: these visits are called ‘Enter and View’, they are not inspections. Healthwatch Norfolk visited Austhorpe House Nursing Home on 3rd July 2018. The key findings highlighted areas in relation to patient feedback, staff feedback and observation. Healthwatch Norfolk reported the building is in need of some refurbishment. Staff were observed in the main as very caring about the residents although we had some concern about the manner in which one resident was moved with the use of a hoist. Relatives spoke about staff being kind but not always being able to provide what was requested (e.g. change of room, or visits out due to practical difficulties or lack of appropriate, affordable transport). The residents Healthwatch Norfolk saw appeared clean. Healthwatch Norfolk were impressed with the many varied activities that take place and the efforts of staff to bring in new ideas and different people from the community. The ideas to take forward were set up a book case and ask relatives and local residents to donate unwanted books (maybe appeal for donations of books in the local parish magazine or church?). Installation of air conditioning in the conservatory or blinds (if not already in place). General refurbishment – painting and decorating. Establish a bi-monthly relatives meeting or have a suggestions or comments box. Look to purchase a gazebo to enable better use of the garden area. Explore whether the charity Nancy Oldfield Trust could help with the resident who would like to go fishing. Turn small lounge into reminiscing room (perhaps ask a local school if it could help with the project). Consider having pictorial menus available for residents.

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General details

Report title 
Enter and view: Austhrope House Nursing Home
Local Healthwatch 
Healthwatch Norfolk
Date of publication 
Tuesday, 3 July, 2018
Date evidence capture began 
Tuesday, 3 July, 2018
Date evidence capture finished 
Tuesday, 3 July, 2018
Type of report 
Enter and view
Key themes 
Building and facilities
Communication between staff and patients
Food and nutrition
Information providing
Public involvement
Service delivery organisation and staffing
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
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? 

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
Not known
Not 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 
All care professionals
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? 
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.