Enter and view: Hendra House

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Summary of report content

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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General details

Report title 
Enter and view: Hendra House
Local Healthwatch 
Healthwatch Shropshire
Date of publication 
Thursday, 20 July, 2017
Date evidence capture began 
Thursday, 20 July, 2017
Date evidence capture finished 
Thursday, 20 July, 2017
Type of report 
Enter and view
Key themes 
Communication between staff and patients
Food and nutrition
Lifestyle and wellbeing
Quality of care
Staff attitudes
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 
User stories
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 
Residential care home

Details of people who shared their views

Number of people who shared their views 
Age group 
All people over the age of 65
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 
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? 
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.