Enter and view: Bletchley House Gold Care Home

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Summary of report content

Healthwatch Milton Keynes conducted an announced Enter and View visit to Bletchley House Care Home. The care home provides both nursing and residential care to up to 44 residents. Semi-structured interviews were used to collect feedback from 8 residents and 2 family members alongside observations.

It was reported that very few activities were offered to residents and many stayed in their rooms except for meal times. Residents commented that they valued mealtimes as it was an opportunity for social engagement within the home. It was observed that staff interactions were generally friendly and caring. However, there appeared to be some inconsistency in the quality of staff interactions with residents, with several appearing hasty and uncaring to the observers. Nevertheless, the premises appeared clean throughout with well-maintained décor with communal spaces that are well decorated. 

Healthwatch Milton Keynes recommended that the layout of furnishings should be reviewed to encourage social engagement, even when there are no planned activities. It was highlighted that the response to residents needs is monitored and that the consistency of care delivery be addressed. Another recommendation included that daily activity opportunities are developed so that a varied programme can be offered. 

The service provider responded positively to the recommendations and outlined an action plan and how these actions will be monitored in the future.

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General details

Report title 
Enter and view: Bletchley House Gold Care Home
Local Healthwatch 
Healthwatch Milton Keynes
Date of publication 
Thursday, 9 May, 2019
Date evidence capture began 
Monday, 4 February, 2019
Date evidence capture finished 
Monday, 4 February, 2019
Type of report 
Enter and view
Key themes 
Building and facilities
Communication between staff and patients
Holistic support
Information providing
Quality of care
Quality of staffing
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? 

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 
Specific ethnicity if known 
Sexual orientation 
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? 
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 action has been taken or promised
Is there evidence of impact in the report? 
What type of impact was determined? 
Tangible Impact (cost related)

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.