Enter and view: Healthwatch Shropshire

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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 New Fairholme, on the 22/05/2014. The summary of findings highlighted areas in relation to patient feedback, staff feedback and observation. These findings regarding the staff and their experiences of delivering care at New Fairholme Healthwatch Shropshire found that Coverage Care provides a foundation of training for new staff as well as offering different opportunities for training at different levels. The two staff members asked both said they would appreciate training, or more training, in dementia. Clearly the change to a new site presented challenges to the staff team, especially with the doubling of the team size, but the visit team found no indication of a high turnover of staff, indeed we met a few members of staff who had been with the organisation for a number of years. The management appeared alert to, and well informed on, all aspects of providing care to a resident population with a very wide spectrum of needs. They are supported in delivering care that reflects this spectrum through not being pressurised into having all beds filled at all times. It appears the environment can sometimes be stressful for the staff members. Residents of New Fairholme appeared to be well-cared for: two residents told Healthwatch Shropshire , unprompted, that they were content with their care. All the staff we met and observed seemed calm, cheerful and kind in their interactions with residents. The visiting team was concerned by a family member’s report that the call bell was not always answered. A number of staff at New Fairholme expressed ideas for continuous improvement of the care and the environment. The visiting team felt the building was both well designed and well furnished, with plenty of light and space, as well as providing a safe and secure garden for residents. Additionally, the standards of cleanliness are very high. The recommendations within the report was staff training should be reviewed with an emphasis on Dementia awareness for all staff who come into contact with residents. New Fairholme should review whether their staffing levels are adequate to meet the physical needs of the residents. The introduction of a suggestions box may encourage staff to share ideas for continuously improving the care and the environment.

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General details

Report title 
Enter and view: Healthwatch Shropshire
Local Healthwatch 
Healthwatch Shropshire
Date of publication 
Thursday, 22 May, 2014
Date evidence capture began 
Thursday, 22 May, 2014
Date evidence capture finished 
Thursday, 22 May, 2014
Type of report 
Enter and view
Key themes 
Booking appointments
Communication between staff and patients
Continuity of care
Food and nutrition
Health promotion
Information providing
Quality of care
Quality of catering
Quality of regulation
Quality of staffing
Quality of treatment
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

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.