Enter and view: Ellesmere House

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Summary of report content

Healthwatch Shropshire gather information on people’s experiences of health and social care services and there are times when it is appropriate for Healthwatch Shropshire to see and hear for themselves how services are being delivered: these visits are called ‘Enter and View’, they are not inspections. Healthwatch Shropshire visited Ellesmere House, on 27/08/2015. The summary of findings highlighted areas in relation to patient feedback, staff feedback and observation. These findings include the building is very old with an internal design that does not provide much flexibility in use. One toilet is too small to ensure privacy when two people are inside. The home is currently undertaking building work to improve the facilities on the ground floor. The furniture in the large lounge is not arranged in a way to promote interaction between residents. Residents are offered choices in respect of the menu, activities to engage with, personalisation of their bedrooms and flexibility in their daily routine e.g. the time they get up. The home is not decorated or signed in a way that reflects best practice in relation to supporting those residents with dementia to feel more familiar with their surroundings. There is a varied programme of activities carried out in the main lounge, but it was unclear how much physical activity is encouraged in residents unable to initiate it themselves. A carer has been appointed with a specific remit to develop the activities programme. Residents told us that the staff are caring and kind. Staff could not tell Healthwatch how they tailored their care to meet the needs of people with dementia. The home actively seeks the views of residents and their families and visitors, and encourages their involvement in social activities in the home. These are advertised in a monthly newsletter with the residents. The visitors felt that the staff needed more support from the management. The recommendations within the report are staff of all grades should undertake some structured learning about managing people with dementia. As part of the building programme consideration should be given to improving the toilet facilities to ensure privacy. A review of the arrangement of furniture within the general lounge should be carried out by staff with the aims of giving better access for residents to the view out of the window and more opportunity for residents to socialise with each other and with staff members. Consideration needs to be given in future planning for a decoration scheme and door labelling system which better supports those with dementia to recognise their surroundings. The home should explore the development of a more formal and structured complaints system.

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General details

Report title 
Enter and view: Ellesmere House
Local Healthwatch 
Healthwatch Shropshire
Date of publication 
Thursday, 27 August, 2015
Date evidence capture began 
Thursday, 27 August, 2015
Date evidence capture finished 
Thursday, 27 August, 2015
Type of report 
Enter and view
Key themes 
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Digitalisation of services
Food and nutrition
Health and safety
Health protection
Information providing
Quality of appointment
Quality of care
Quality of patient transport
Quality of regulation
Quality of staffing
Staff attitudes
Staff levels
Staff training
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 
Not known
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? 
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.