Enter and view: Deer Lodge

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Summary of report content

Healthwatch Richmond conducted an announced Enter and View visit, on 8th May 2017, to Deer Lodge, a private residential care home located in Teddington accommodating 14 residents. The home had received a rating of ‘Good’ on their last inspection on 1st February 2016. The three HW representatives visited the Manager prior to the visit to discuss arrangements. During the visit the team spoke to 12 residents, 3 relatives, 2 care assistants, the chef, one volunteer and the manager and deputy manager. The representatives found the atmosphere friendly, cheerful and caring and the residents and their families seemed happy with the care they were receiving. The Manager was very helpful, and the staff were happy to talk to the HW team. Conversations with some residents were limited by their capacity to engage with us The kitchen looked clean and well organised with the menus planned on a 4 week rota and displayed on the noticeboard in the lounge. HW observed the residents treated with dignity and respect and staff were seen to engage well with the residents and their relatives. Staff and volunteers provided a range of activities for the residents. Staff members expressed that they were happy working at the home and they appeared to genuinely enjoy their roles, “it’s like they are all my Grandmas”. Overall HW observed that Deer Lodge is a well-run care home, with good systems in place to care for their residents and that they worked to a very high standard. The home had a welcoming atmosphere and HW saw evidence of good relationships and good communication between management, residents, their relatives and staff. Healthwatch Richmond requested feedback from Deer Lodge on the following: 1. Whether Deer lodge had considered colour coding specific facilities, e.g. the toilets, in the home to aid residents with dementia to find their way around? 2. If the first floor accommodation has to be used by residents who can no longer use the stairs can Deer Lodge still meet their needs in terms of access to the ground floor? 3. As Deer Lodge expressed their concerns about some of their residents’ experiences of care at Kingston Hospital, HW would like any further details of their experiences of local hospital care and discharge procedures. Healthwatch Richmond plans to follow up why clinical records are taking so long to transfer between GP practices. This is in progress. Also, make note of the concerns raised about: - The poor discharge experiences at Kingston Hospital. - The care of residents with dementia admitted to Kingston Hospital. HW plans to raise these with the hospital.

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General details

Report title 
Enter and view: Deer Lodge
Local Healthwatch 
Healthwatch Richmond upon Thames
Date of publication 
Wednesday, 12 July, 2017
Date evidence capture began 
Monday, 8 May, 2017
Date evidence capture finished 
Monday, 8 May, 2017
Type of report 
Enter and view
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

Details of people who shared their views

Number of people who shared their views 
Age group 
Specific ethnicity if 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 
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? 
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.