Enter and view: Hillside Nursing Home

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Summary of report content

Healthwatch Havering conducted a second announced enter and view visit to Hillside Nursing Home, on 4th July, 2017, as part of their aim to visit all health and social care facilities in the borough, to ensure that all services delivered are acceptable and the safety of the residents is not compromised in any way. HWH team’s first impression of the outside was that the gardens were poorly maintained, and the front of the building needed decoration. The furniture was rather old and the décor bland. The team were met by the acting manager who informed the team that there was a rather low occupancy as a result of an adverse CQC report which suspended admissions pending improvements be made. A new activities coordinator had been appointed and there were several activities on offer. Infection control seemed to be under control with provision of hand sanitisers, disposable towels, red bags for fouled linen and yellow bags for clinical waste. Care plans, risk assessments and medication were reviewed on a monthly basis unless there were indications that a more frequent review would be advisable. A key issue brought up was that following adverse criticism by the CQC, it was now practice to remove blister packs from the drugs trolley when a resident no longer required the medication, and these items would be kept separately and returned to the pharmacy when the next medication delivery was made (on a 4-weekly basis); a separate record was kept of these items. Controlled drugs were kept in a separate locked wall cupboard in a locked medication room, two members of staff were required to sign for and witness administration and to confirm remaining doses Accident/incident reports were completed for every fall and each was scrutinised for possible causes - infection, poor footwear, trip hazards etc. rather than immediate referral to the falls clinic; a resident would be referred to the clinic only if there had been a number of unexplained falls. The staff were very supportive of one another and clearly looked to be a good multi-disciplinary team working well together. The staff said they liked their job though found it frustrating not having a substantive manager. The team were impressed by how well the laundry and kitchen were run. HW Havering made a few recommendations That a review of continence policies and procedures be undertaken to ensure that any incontinence issues are dealt with. A more robust continence policy would reduce the number of “accidents”, and reduce the need to remove the carpets • That staff carrying out the drugs round be required to wear a tabard to indicate that they should not be disturbed while carrying out that duty. • That all areas be redecorated, paying attention to the recommendation for areas given to caring for people living with dementia that there should be a good contrast between doors and walls, and a move away from bland colours generally; that some redecoration and improvement be made to the home The service provider has advised that, since the visit, the building is undergoing refurbishment, and hence the lounge furniture and soft furnishings will be refurbished and new bedding and towels have been provided.

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General details

Report title 
Enter and view: Hillside Nursing Home
Local Healthwatch 
Healthwatch Havering
Date of publication 
Tuesday, 4 July, 2017
Date evidence capture began 
Tuesday, 4 July, 2017
Date evidence capture finished 
Tuesday, 4 July, 2017
Type of report 
Enter and view
Key themes 
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
Quality of care
Staff attitudes
Staff levels
Staff training
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
Structured 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

Social care services 
Residential care home

Details of people who shared their views

Number of people who shared their views 
Age group 
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 
All care professionals
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? 
Tangible Impact (cost related)

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.