Enter and view: Highclere Care Home

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Summary of report content

Healthwatch Milton Keynes conducted an authorised enter and view on 17th January 2019 at 10:30am to 1:00pm. Members of the authorised representative (AR) visiting team were given a tour of the home by the Manager and were free to move around all of the communal areas and, if consent was obtained, into private rooms. The ARs used a semi-structured conversation approach when meeting with residents one-to-one, and recorded the conversations and observations via hand-written notes. It was recognised that, because many residents have impaired cognitive capabilities, there would be a limited number of people who would be able or willing to engage with an interview or detailed conversation. A total of 5 residents spoke to the team; 3 were aged 80+; 2 were 90+; 4 were female. The activities co-ordinator was also interviewed. Staff were observed to be friendly, considerate and respectful to residents. There was an attractive, homely environment with very large well laid out communal space. A varied programme of daytime activities and entertainment was available seven days a week including community engagement outside visits, and light physical exercises. Healthwatch Milton Keynes recommended that the activities co-ordinator got in touch with organisation such as U3A or AgeUK Milton Keynes to source speakers on interesting topics or invite local groups, and that Highclere management ensured a smooth transition with the arrival of a new manager. Highclere responded to these recommendations.

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General details

Report title 
Enter and view: Highclere Care Home
Local Healthwatch 
Healthwatch Milton Keynes
Date of publication 
Thursday, 31 January, 2019
Date evidence capture began 
Thursday, 17 January, 2019
Date evidence capture finished 
Thursday, 17 January, 2019
Type of report 
Enter and view
Key themes 
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Food and nutrition
Health and safety
Health promotion
Lifestyle and wellbeing
Quality of care
Quality of staffing
Service delivery organisation and 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 
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 18 and over
Specific ethnicity if 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
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.