Enter and view: Milestones Trust Residential Care Home

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Summary of report content

Healthwatch South Gloucestershire gather information on people’s experiences of health and social care services and there are times when it is appropriate for Healthwatch South Gloucestershire to see and hear for themselves how services are being delivered: these visits are called ‘Enter and View’, they are not inspections. Healthwatch South Gloucestershire visited Milestones Trust Residential care home on 7 February 2018. The key findings highlighted areas in relation to patient feedback, staff feedback and observation. Overall impression of the visit to the Milestones Trust, 121 Watley’s End Road, residential care home was that residents appeared happy and relaxed in the presence of members of staff and seemed to be enjoying the musical entertainment at the ‘Wednesday Club’. The home was clean and bright with safe outdoor space, residents’ rooms felt ‘homely’ and members of staff were warmly welcoming. The recommendations in the report state management need to ensure that they communicate to staff and residents dates and details of planned Healthwatch visits. It is suggested that menus are printed in easy read and photo format so residents can be shown what the food choices are. A photo/easy read drink/snack menu could be created enabling residents to indicate when they wanted a snack or drinks rather than waiting to be asked. It is suggested that easy read, pictures and other communication aids be available for staff, visitors to use to aid communication tailored to the needs of individual residents. It was observed that the door to the medicines room was left open and the room unattended during the visit. As this was an issue picked up by the CQC in their inspection of April 2017 it is recommended that members of staff are reminded to keep it closed (and locked) when not in use.

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General details

Report title 
Enter and view: Milestones Trust Residential Care Home
Local Healthwatch 
Healthwatch South Gloucestershire
Date of publication 
Wednesday, 7 February, 2018
Date evidence capture began 
Wednesday, 7 February, 2018
Date evidence capture finished 
Wednesday, 7 February, 2018
Type of report 
Enter and view
Key themes 
Communication between staff and patients
Food and nutrition
Health protection
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? 
Not known
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 
Not known
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 
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.