Enter and view: Hillyard House

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Summary of report content

Healthwatch Lambeth gather information on people’s experiences of health and social care services and there are times when it is appropriate for Healthwatch Lambeth to see and hear for themselves how services are being delivered: these visits are called ‘Enter and View’, they are not inspections. Healthwatch Lambeth visited Hillyard House in Friday 16 January 2015. The summary of findings highlighted areas in relation to patient feedback, staff feedback and observation. Healthwatch Lambeth visiting team found that tenants and most of their relatives believe that people living at Hillyard House are safe and appear satisfied with the care they receive. Hillyard House appears to be well managed, with the built environment and the care we observed generally of good quality. The Activities Co-ordinator demonstrated kindness and an understanding of the residents. However, we are concerned that the overall delivery of care services to tenants can be impacted by unaccountable delays in needs assessment processes. Where residents’ needs change, there does not appear to be any accountability to service users, their families or the care provider on how long they have to wait before a decision is made about a resident’s changed circumstances. There does not appear to be any monitoring or oversight of these delays and why they have taken place. Healthwatch Lambeth recommend consideration should be given to ways to enhance the hallway to encourage tenants to use the communal space to sit, chat and engage with passers-by. Signs should be raised to 4ft and toilet doors could be identified by a picture graphic as well as words, in line with PLACE guidance. Sanctuary should discuss with Lambeth Council Adult Services a way to resolve unnecessary delays to the reassessment of tenants’ care needs. Where delays occur, a written record of the reasons and length of the delay should be recorded and made available to the tenant. It is unclear to us how frequent the problems with incoming telephone calls to Hillyard House are. Sanctuary should seek the views of the relatives and other frequent callers to assess this issue, including checking the capacity of the phone system. Alternatives to the TV should be provided in the lounge, such as books, magazines, newspapers, games and a radio, to offer choice and encourage tenants to use the lounge when activities aren’t being run. Consideration should be given to the potential to run joint outings with other schemes nearby, particularly for more mobile tenants who don’t require wheelchair accessible transport. Information should be made available to tenants about local community facilities and faith groups. Where tenants have difficulties attending a faith service, with their consent, they should be assisted to make contact with the faith group to find out about alternative arrangements.

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General details

Report title 
Enter and view: Hillyard House
Local Healthwatch 
Healthwatch Lambeth
Date of publication 
Friday, 16 January, 2015
Date evidence capture began 
Friday, 16 January, 2015
Date evidence capture finished 
Friday, 16 January, 2015
Type of report 
Enter and view
Key themes 
Building and facilities
Quality of care
Quality of staffing
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 
Structured interview
How was the information collected? 
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 
Nursing care home
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 
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? 
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.