Enter and view: The Knolls

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Summary of report content

Healthwatch Central Bedfordshire conducted an announced enter and view report to The Knolls residential home on 30 April 2015. The visit was part of a wider programme of enter and views to understand how dignity is respected in the home. On the day of the visit, the team engaged with 2 residents, 2 staff members and 1 relative using survey and observation methods. The home was clean with a warm atmosphere. Residents at the home were found to be well cared for with evidence of dignity being respected, however, some issues were raised in the report. The home’s menu was balanced and nutritious and mealtimes were suitable for the residents. Residents could also choose where to take their meals, however the quality of food was described by some as poor. There was evidence of social activities on offer to residents. The residents spoken to were given the option of taking part in organised activities along with their relatives. Some residents felt that the range of activities was limited. Relatives meetings are held quarterly and they suggested that they were appreciative of the care given to their relatives. Staff, although providing good interactions with residents, did not all have a name badge to identify themselves. The team heard that night staff was difficult to recruit for. The report made a number of recommendations including the home to consider the salary structure for night staff, the recruitment of a chef manager to be treated as a matter of urgency and for all new staff to undergo rigorous training in the levels of care expected of them. In addition, they suggested that name badges are to be worn by all staff members and that that access to Wifi in the home is investigated. They recommended that the report be shared within the home. The service provider responded to the recommendations with a detailed action plan with key dates and staff responsible to make improvements to the home.

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General details

Report title 
Enter and view: The Knolls
Local Healthwatch 
Healthwatch Central Bedfordshire
Date of publication 
Tuesday, 4 August, 2015
Date evidence capture began 
Thursday, 30 April, 2015
Date evidence capture finished 
Thursday, 30 April, 2015
Type of report 
Enter and view
Key themes 
Communication between staff and patients
Food and nutrition
Lifestyle and wellbeing
Quality of care
Quality of catering
Quality of staffing
Staff levels
Staff training
Other information of note about this report 
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
How was the information collected? 
Website Feedback
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 about conditions and diseases

Types of disabilities 
Long term condition
Types of long term conditions 
Alzheimer’s disease or dementia

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 
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? 
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.