Enter and view: LakeView, Telford

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Summary of report content

An announced visit and part of Healthwatch Telford and Wrekin programme of work on dementia and ‘Dignity and Respect’ in health and care settings and in response to evaluations of feedback received from community engagements, and service provider/local council/Care Quality Commission (CQC) liaisons and requests. 3 staff, 8 residents, 2 relatives/visitors/carers present with the residents at the time, to ask them about their views and experiences of the care services. Findings: Residents and relatives said: • Care given was person centred supporting the dignity and respect of residents. • “It feels like a hotel; good food and the staff are so kind and helpful.” • The staff are “very good they make you feel part of the family, if I do have a problem it’s sorted very quickly. I can come and visit day and night, I’m always welcome.” • Visitors can come and go as they please (must sign in and out) and friends are made welcome, they even stay for lunch! • Good staff interactions with residents with lots of reassurance in calm manner. Distraction tactics used for agitated residents. Staff said: • They feel supported by management, it’s a good place to work. Recommendations: • Review the complaints procedure, the mechanisms for providing information to relatives and residents and ensure this is communicated as needed. • Explore making regular use of the new Library Services for the residents, especially offerings for people living with dementia. • Continue to encourage relatives to attend and contribute at Residents and Relatives meetings. • Continue fund raising to support the provision of additional tablets/iPads to further enrich resident activities and expand their contact with family members. • Consider re-starting a Dementia Café in the Home, invite the local community into the home for these occasions with an invitation to attend and support the launch. • Review the services provided to ensure the needs of residents are being met as needed.

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General details

Report title 
Enter and view: LakeView, Telford
Local Healthwatch 
Healthwatch Telford & Wrekin
Date of publication 
Saturday, 11 November, 2017
Date evidence capture began 
Friday, 24 November, 2017
Date evidence capture finished 
Friday, 24 November, 2017
Type of report 
Enter and view
Key themes 
Building and facilities
Car parking access
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
Consent to care and treatment
Continuity of care
Cost of services
Food and nutrition
Health and safety
Quality of care
Quality of catering
Quality of staffing
Quality of treatment
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
Other information of note about this report 
Meaningful Activities
Activity Coordinator
Good Practice
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? 
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 
Social care services 
Adult social care

Details about conditions and diseases

Types of disabilities 
Types of long term conditions 
Not known

Details of people who shared their views

Number of people who shared their views 
Age group 
65-85 years
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 
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? 

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.