Enter and view: Connelly House, Lambeth

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Summary of report content

Healthwatch Lambeth conducted an announced enter and view visit on 8th September 2016, to Connelly House, a 24-hour supported accommodation service supporting anyone with complex mental health needs, using a recovery model to help them into step-down accommodation. The HW team spoke to 8 service users, asking them about the quality of the support and the activities at Connelly House, their views on the staff and their level of engagement with other activities and services in the area. The HW representatives commented on the outside of the premise, finding it clean and tidy and the inside, comfortable and spacious with plenty of signposting and information for the service users. The service users were friendly and approachable. They commended on the home on its ‘high quality physical interior’ also praising the support from the staff, who “are always available to talk”. HW team found the idea of sharing a flat between two residents, as beneficial. The report lists the range of activities offered but also highlights the inconsistent involvement of the service users with external services. Overall, feedback about the staff was overwhelmingly positive. HW team were very impressed with the clear care and effort put in by staff members as well as the sense of community that the service has been able to foster amongst service users and staff. There were many examples of good practice and sincere efforts by staff to fully support their service users. These practices had evolved on an informal level as a result of the close relationships between staff and service users. HW recommended that in order to consolidate and build on such strengths, it may be beneficial for Connelly House to translate such practice into a better-defined service delivery model, formalising clearer expectations and service pathways for their service users. Also, delivering more training for staff, increased signposting and letting staff grow and develop were other suggestions made. Strengthening more formal referral pathways and key contacts within local projects and services instead of doing it individually. The service provider responded to some of the recommendations clarifying how they adopt these actions currently in the organisation.

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General details

Report title 
Enter and view: Connelly House, Lambeth
Local Healthwatch 
Healthwatch Lambeth
Date of publication 
Saturday, 8 October, 2016
Date evidence capture began 
Tuesday, 23 August, 2016
Date evidence capture finished 
Thursday, 8 September, 2016
Type of report 
Enter and view
Key themes 
Building and facilities
Communication between staff and patients
Complaints procedure
Information providing
Staff attitudes
Staff training
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
Structured interview
Unstructured 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

Mental health services 
Community mental health team (CMHT)
Community services 
Community based services for people with mental health needs

Details about conditions and diseases

Types of disabilities 
Mental health
Types of long term conditions 
Mental health condition

Details of people who shared their views

Number of people who shared their views 
Age group 
All people 18 and over
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
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 action has been taken or promised
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

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.