Enter and view: Mill Hayes Residential Home, Staffordshire

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Summary of report content

Healthwatch Staffordshire conducted an Enter and View visit on Mill Hayes Residential Home, a residential home with 16 places caring for adults under and over 65 years with varying needs, on 10th August 2017. The purpose of the visit was to follow up on the areas highlighted as in need of improvement by the June 2016 CQC report – in particular: - the maintenance of the environment; - staff planning; - lack of activities and staff interaction with residents; - protecting residents’ dignity and ensuring accuracy and review of care plans; - managing risk of infection. The Enter and View representatives reported: - externally the building is easily accessible, the outdoor space is in need of some maintenance; - internally the appearance is shabby with a great deal of refurbishment needed – which is unlikely to happen until the sale of the home has been completed; the hallways were clean and uncluttered though health and safety issues were identified in two bedrooms; - some of the repairs required by the CQC have taken place; - there is a serious problem with the roof and a leak was pointed out by the Manager; - agency staff are not used; - a hairdresser visits once a week; - the manager assured them that staff try their best to maintain privacy and dignity when personal care is taking place; staff always knock before entering the room; - the manager assured them that care plans are compiled upon admission in consultation with residents and family; residents meetings are held; - bedrooms are small and tidy, with a bell within reach of the bed; rooms too small for relatives to sit and chat in; - there is no dedicated activity coordinator; there were no activities taking place during the visit; birthday and Christmas parties are arranged; - there was no notice board displaying the menu choice; two hot meal choices are available and are changed daily; they were assured that kitchen staff are aware of special dietary needs; - staff training is done annually over a 2 week period by an independent company; - staff levels appear to be adequate; - the Manager said Social Services are not referring to the home at the moment. Representatives were not able to speak to residents during the visit as most were asleep or having personal care. There were no relatives to talk to during the visit. One staff member commented that she felt supported by management, training was adequate and she knew how to report abuse, record accidents. The report made urgent recommendations with regards to: - repairs to the roof; - repairs to the bathrooms; - the garden area being made safe for residents. Several other recommendations were made in relation to: - replacing interior plaster damaged by the roof leak; - general refurbishment including replacing damaged floor coverings, updating bathroom fixtures, redecoration; - clearing out the small room to use as a quiet room; - making call bells accessible when the resident is out of bed; - addressing the lack of activities using Healthwatch Staffordshire’s report entitled “Living not Existing – The importance of meaningful activities in care homes”; - a follow up visit in six months. The provider responded to several points made in the report including:- car parking, personal touches in bedrooms, concerns of ambulance staff when transporting residents at night, notice board display of menus and events, roof repairs and the upcoming change of ownership affecting the progress of refurbishment plans.

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General details

Report title 
Enter and view: Mill Hayes Residential Home, Staffordshire
Local Healthwatch 
Healthwatch Staffordshire
Date of publication 
Tuesday, 12 September, 2017
Date evidence capture began 
Thursday, 10 August, 2017
Type of report 
Enter and view
Key themes 
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Health and safety
Quality of care
Staff levels
Other information of note about this report 
Meaningful Activities
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
If this work has been done in partnership, who is the partner? 
Primary research method used 
Unstructured Interview
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Not Known

Details of health and care services included in the report

Secondary care services 
Care of the elderly
Social care services 
Adult social care
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 
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 but provider disagrees
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
What type of impact was determined? 
Tangible Impact (cost related)
Tangible impact (not cost related)

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.