Enter and view: Isle Court Nursing Home

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Summary of report content

Healthwatch Shropshire gather information on people’s experiences of health and social care services and there are times when it is appropriate for Healthwatch Shropshire to see and hear for themselves how services are being delivered: these visits are called ‘Enter and View’, they are not inspections. Healthwatch Shropshire visited Isle Court Nursing Home, on 04/04/2014. The summary of findings highlighted areas in relation to patient feedback, staff feedback and observation. These findings include five residents told Healthwatch Shropshire that their staff were kind, and we observed some gentle care during the visit. However Healthwatch Shropshire were very concerned to hear a call bell that went unanswered for approximately five minutes despite it sounding next to a nurse in the nurse’s station: the bell was still calling as we left the unit. A nursing staff member at the nurse’s station had informed us that the care assistants respond initially to call bells and call a nurse if it is needed. Potential inconsistency in the application of care plans to support rehabilitation patients: of the two individuals we spoke to, one appeared to be very clear about their pathway for recovery, but the other said they had received no information from the staff. The recommendations within the report was the home should review and monitor their call bell answering process to ensure it is meeting its purpose. Healthwatch Shropshire recommend Isle Court identifies and implements mechanisms to ensure residents and visitors know how to complain. For example other care homes in Shropshire have posters throughout advertising that people with concerns should either ring the confidential number provided, or tell a member of senior staff. Isle Court may wish to consider introducing Dignity Champions within the home as it can: support all members of staff to understand the concept and deliver dignity in care; and recognise the good practice of individual members of staff.

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General details

Report title 
Enter and view: Isle Court Nursing Home
Local Healthwatch 
Healthwatch Shropshire
Date of publication 
Friday, 4 April, 2014
Date evidence capture began 
Friday, 4 April, 2014
Date evidence capture finished 
Friday, 4 April, 2014
Type of report 
Enter and view
Key themes 
Administration
Building and facilities
Continuity of care
Digitalisation of services
Engagement
Food and nutrition
Health promotion
Quality of care
Quality of regulation
Quality of staffing
Quality of treatment
Staff levels
Staff training
Support
Healthwatch reference number 
Rep-5949

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
Primary research method used 
Observation
Structured interview
Survey
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Announced

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 
Not known
Age group 
Not known
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Yes
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
All care professionals
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Yes
Is there evidence of impact external to the report? 
No
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.