Enter and view: Charleston House Care Home

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Summary of report content

Healthwatch Lambeth gather information on people’s experiences of health and social care services and there are times when it is appropriate for Healthwatch Lambeth to see and hear for themselves how services are being delivered: these visits are called ‘Enter and View’, they are not inspections. Healthwatch Lambeth visited Charleston House on Thursday 17 April 2014. The summary of findings highlighted areas in relation to patient feedback, staff feedback and observation. Healthwatch Lambeth asked the residents to identify one area they would like to change, to improve the service at Charleston House and they identified the following: I want to get up earlier; I don’t want to rot in bed until 11.00am because my carer is working elsewhere; I want more social activities; I want us to all talk more, for there to be more social interaction. I want better vegetarian food; Nothing – I am quite happy; I want it to be better adapted for wheelchair users; I want more independence so I can cook my own food; I want more exercise; more staff. Healthwatch Lambeth recommend that the cleaning programme for the front of the building and car park should include regular checks of this area. A check should be made with the relevant authorities that the correct procedures for disposing of latex gloves is being undertaken and that those staff who have to use disposable gloves have been provided with the relevant guidance. There should be a review of the private and communal areas, including the garden. The review should involve the current residents who are wheelchair users so that individual adaptations can be identified to improve the quality of their personal and communal living environment. Current and future residents should be consulted as to whether they would be willing to pay for internet services. Residents should receive individual copies of minutes and decisions made about the running of the service in order that those unable to attend the meetings are kept informed. Also a record of all meetings should be available to the residents for reference purposes in the communal areas. Action should be taken to ensure that at all times residents are informed and consulted of intended changes in the service. As residents are contributing financially to the lunchtime meals their views should be regularly sought in respect of future menus. Particular attention should be taken to recognise the needs of ethnic and cultural minorities and to ensure that the meals maintain and improve the health and wellbeing of the residents. A discussion should be undertaken with the residents and any of their relatives about providing opportunities to shop for themselves, in order to improve their choice about the food they eat. Consideration should be given to inviting a representative from a local supermarket to a meeting with residents to discuss how online shopping and home delivery services might work for them.

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General details

Report title 
Enter and view: Charleston House Care Home
Local Healthwatch 
Healthwatch Lambeth
Date of publication 
Friday, 7 April, 2017
Date evidence capture began 
Friday, 7 April, 2017
Date evidence capture finished 
Friday, 7 April, 2017
Type of report 
Enter and view
Key themes 
Administration
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Health and safety
Information providing
Quality of care
Quality of staffing
Staff levels
Staff training
Support
Healthwatch reference number 
Rep-5957

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
Primary research method used 
Observation
Structured interview
Survey
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Announced

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
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
No
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
All care professionals
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Yes
Is there evidence of impact external to the report? 
No
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.