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Healthwatch Shropshire conducted an Enter and View on Hendra House residential care home on 20th July 2017. This was an announced/unannounced visit as part of Healthwatch Shropshire's Enter and View schedule. Observation by the Enter and View representatives and discussions with residents, staff and owner reported that: Environment: The home smelt fresh and pleasant throughout. Furniture, floors and other surfaces were clean and well cared for; each bedroom had an ensuite toilet and wash basin and could be personalised with the residents own furniture and personal items; the communal areas were pleasantly decorated and the garden area had flower beds and patio seating. Personal Care: each resident had teir personal, health and emotional needs assessed prior to living at the home; residents were reassessed as their needs changed. An example was the purchase of a specialist bed for one resident; residents spoken to said that they could get up and go to bed when they wished, meal times were flexible and they chose where to spend their time during the day. Daily Life: residents spoken to said that the food was good and plentiful and they could chose where they had their meals; an activities coordinator arranged activities throughout the week including regular outings. Interaction with staff: one resident said that the staff listen to them and “they are very good”. However another resident said “No not really, they don’t have time”; a relative said that staff kept in regular contact by phone and they regularly ate with the resident as a family in the conservatory. The owner responded positively to the report and outlined plans for acting on the recommendations made in the report.

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