Enter and view: Heartly Green Residential Home

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Summary of report content

Healthwatch Salford carried out an Enter and View visit to Heartly Green Residential Home, a residential and nursing care home with places for up to 30 residents.

The home was evaluated against eight quality indicators: strong, visible management; staff with the time and skills to do their jobs; good knowledge of each individual resident and how their needs may be changing; a varied programme of activities; quality, choice and flexibility around food and mealtimes; ensuring residents can regularly see health professionals such as GPs, dentists, opticians or chiropodists; accommodating residents’ personal, cultural and lifestyle needs; and being an open environment where feedback is actively sought and used.

Healthwatch Salford found that generally, Heartly Green Residential Home appeared to be a caring and well managed home. There were some personal touches that demonstrated that the staff were striving to put the needs of the residents first. A large variety of activities were provided for residents. Staff were responsive but busy, and changes had been made to catering which had upset some residents.

Based on these findings, Healthwatch Salford made eight recommendations on: developing a quient communal area; continuing to monitor the catering company; ensuring new staff are able to learn quickly about residents' likes and dislikes; ensuring that a regularly updated staff board with photographs and names of staff is clearly visible near the main entrance; continuing to ask residents about the trips they would like to go on and regularly updating their preferences; being mindful of the Accessible Information Standard and related record-keeping; working with a local befriending service, which would enable staff to get on with their caring role; and developing links to an independent advocacy service to assist residents. The report includes a response from the service provider.

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General details

Report title 
Enter and view: Heartly Green Residential Home
Local Healthwatch 
Healthwatch Salford
Date of publication 
Thursday, 5 December, 2019
Date evidence capture began 
Tuesday, 30 January, 2018
Date evidence capture finished 
Tuesday, 30 January, 2018
Type of report 
Enter and view
Key themes 
Access
Building and facilities
Communication between staff and patients
Complaints procedure
Decor
Engagement
Food and nutrition
Holistic support
Information providing
Lifestyle and wellbeing
Patient records
Quality of care
Service delivery organisation and staffing
Staff attitudes
Staff training
Other information of note about this report 
Activities
Healthwatch reference number 
Rep-5041

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
Primary research method used 
Observation
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Announced

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 
10
Age group 
All
Gender 
All
Ethnicity 
All
Specific ethnicity if known 
All
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Yes
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
Care / support workers
Service manager
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
Yes but provider disagrees
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
No

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.