Enter and view: Hillesden House Care Home, Staffordshire

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Summary of report content

Healthwatch Staffordshire conducted an Enter and View visit on Hillesden House Care Home, a residential home with 21 places caring for adults over 65 years old, on 30th October 2017. The purpose of the visit was to follow up on the CQC visit which had highlighted some areas as requiring improvement – specifically: - residents not always receiving support when needed; - medicines not being stored safely; - incomplete documentation of decision-making process in patient records; - time pressures on staff affecting ability to provide caring support; - effectiveness of systems to monitor quality of service provided. Observation by the Enter and View representatives reported: - the driveway to the home is masked by large trees; the home itself is a lovely, large old house; - internally the furnishings are in excellent condition, corridors are clutter-free, there were no odours, the lounge and dining room windows need replacing; - staff provide personal care and knock before entering the room; a hairdresser and chiropodist visit the home; - careplans are compiled with residents, relatives and social care; - management advised that DoLs assessments are up to date; - relatives can visit anytime, there are no meetings with relatives; - there is an Activity Coordinator at the home who takes residents for walks and shopping; - menus are displayed on a board with illustrations and there is a choice of 2 hot meals; - a staff training matrix is kept, training is a mixture of in-house and distance training, first aid training is provided by an external trainer; - staff advised that the CQC issue regarding storage of medicines has been resolved – the medicine storage room is secure, and the medicine trolley is secured to the wall when not in use; - the owner and manager advised that systems had been put in place to evidence good governance; - overall the home seemed like a very happy place to be. Residents commented that: - they were happy with the care they received; - there were no issues with waiting for the attention they needed; - the food was lovely. Relatives commented that they were happy with the care provided. Staff commented that: - they were happy in their work and felt supported by management; - they knew the procedure to report complaints, accidents, abuse. The report recommended: - the trees blocking light into some bedrooms be cut back; - the ongoing maintenance programme includes the replacement of windows that need repairing in the near future. There was no provider response in the report.

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General details

Report title 
Enter and view: Hillesden House Care Home, Staffordshire
Local Healthwatch 
Healthwatch Staffordshire
Date of publication 
Thursday, 23 November, 2017
Date evidence capture began 
Monday, 30 October, 2017
Type of report 
Enter and view
Key themes 
Building and facilities
Communication between staff and patients
Patient records
Quality of care
Staff levels
Staff training
Other information of note about this report 
Activity Coordinator
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
If this work has been done in partnership, who is the partner? 
Primary research method used 
Unstructured 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

Secondary care services 
Care of the elderly
Social care services 
Adult social care
Residential care home

Details of people who shared their views

Number of people who shared their views 
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 
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? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
Not known

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.