Enter and view: Burlington Hall Care Home

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Summary of report content

Healthwatch Milton Keynes conducted an announced Enter and View visit to Burlington Hall Care Home in November 2018. Semi Structure interviews were used to collect feedback from six residents an done member of staff. The Enter and View representatives observed that staff were friendly and respectful to residents but there were time constraints leading to limited interactions. There was a varied programme of activities on offer and opportunities for outside visits. However, areas for improvements included that daily routines may not always take account of residents' preferences and that some residents reported that they felt the effects of pressure on staff. Healthwatch Milton Keynes made recommendations to the service provider including: Ensure processes are in place (and all staff trained) to recognise the signs of loneliness or isolation and to introduce action plans to address them; review processes and daily routines to increase individual choice and empowerment; consider the possibility of creating some small alternative social spaces to encourage informal engagement; consider the introduction of a key worker system to improve continuity of care and even better relationships; consider introducing some evening social opportunities such as film nights, card games, or scrabble to reduce feelings of boredom or loneliness; review laundry processes to reduce the number of items lost or mis-delivered; and continue to monitor the delivery of care, to ensure every resident is treated with sensitivity and respect. The service provider repsonded positively to the report and suggested ways in which the recommendations could be taken forward.

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General details

Report title 
Enter and view: Burlington Hall Care Home
Local Healthwatch 
Healthwatch Milton Keynes
Date of publication 
Friday, 1 March, 2019
Date evidence capture began 
Friday, 9 November, 2018
Date evidence capture finished 
Friday, 9 November, 2018
Type of report 
Enter and view
Key themes 
Building and facilities
Communication between staff and patients
Lifestyle and wellbeing
Quality of staffing
Service delivery organisation and 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 
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 
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 
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
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? 
Is there evidence of impact external to the report? 
What type of impact was determined? 
Tangible impact (not 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.