Enter and view: Crossways Residential Home

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Summary of report content

Healthwatch Walsall gather information on people’s experiences of health and social care services and there are times when it is appropriate for Healthwatch Walsall to see and hear for themselves how services are being delivered: these visits are called ‘Enter and View’, they are not inspections. Healthwatch Walsall visited Crossways Residential Home on 27/04/2018. The summary of findings highlighted areas in relation to patient feedback, staff feedback and observation. These findings informed the feedback received was mostly positive and the staff are striving to provide a high standard of care for the residents. The staff and management are endeavouring to put the residents at the centre of the service provision and there is a strong sense of community. The recent change in management is having a positive impact on service provision and resident experience. The recommendations within the report state to develop best practice and plans for awareness of trip hazards. Review how activities are coordinated, possibly through a dedicated individual. Revisit in the future following planned refurbishment. Consider staff vs resident ratio to facilitate increased one to one care time.

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General details

Report title 
Enter and view: Crossways Residential Home
Local Healthwatch 
Healthwatch Walsall
Date of publication 
Friday, 27 April, 2018
Date evidence capture began 
Friday, 27 April, 2018
Date evidence capture finished 
Friday, 27 April, 2018
Type of report 
Enter and view
Key themes 
Building and facilities
Communication between staff and patients
Continuity of care
Health promotion
Public involvement
Quality of care
Quality of catering
Quality of regulation
Quality of staffing
Staff levels
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 
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? 
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.