Enter and view: Nazareth House

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Summary of report content

Healthwatch Barnet conducted an announced Enter and View visit to Nazareth House, on 4th November, 2016. As a residential home run by a charitable trust connected to the Catholic Church, Nazareth House is adjacent to a convent with a community of sisters that support the residents. The report highlights the following: the residential home was kept clean; well laid out, dietary requirements were considered when preparing food and a regular meal time audit was in place; residents spoke positively of activities, such as being able to attend mass, go out with family, use their iPad to contact relatives, and read the news. End of Life support was described as good and there were regular visits from GP, chiropodist and optician. Additional issues were raised such as, staff shortage sometimes makes it difficult for residents to receive support when they want to get up and leave their beds for breakfast or go to sleep. One resident commented that sometimes they stay too long in bed “I would prefer to get up earlier” and “they need more staff at night.” Some negative comments were received about the laundry system being "chaotic” and “items always going missing.” however the Manager commented that a new system had been put into place. When the residents and relative were asked about being involved in the care plan there was a mixed response. One relative disappointedly said “no one seems to know what is going on.” The home faced some issues surrounding discharge from hospital, such as residents being discharged without summaries and one sent to the home with a pressure ulcer. A few residents and relatives shared their frustrations with the lack management of hearing aids. Most relatives were happy with the cleanliness in the home and the range of activities. Mass was held daily. All the food was prepared on site, including for special diets. Most residents and relatives said they found the food very good, well cooked and well served. Many of the relatives were very satisfied that they had a say in how the home was run day to day. Most relatives seemed to know how to complain if needed to. When asked the relatives what they like about the home, some commented “the staff are friendly” others said “The Spiritual aspect, presence of priests and sisters.” To improve the experience, they suggested things like “quicker response time when call button used.” The majority said they would recommend this home to friends/relatives. The Healthwatch team found the home to be clean and bright with a welcoming atmosphere. However they made several recommendations based on the feedback received that would improve life for many residents, including: review the care planning process by involving both residents and relatives more, to review staffing to provide more support to the residents at bed time and in the morning, to review the process of managing hearing aids and to also review the arrangements for laundry. In response, an action plan is in place to contact families to join in the care planning process, and the home will revaluate the residents’ preferences for bed time and when they wish to get up. The Manager said to have placed guidelines to review the management of the hearing aids, and a new laundry system with labelled clothing will be advised. Barnet CCG also responded to the alert recommended by Healthwatch Barnet about the lack of discharge summaries following discharge from hospital at this home.

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General details

Report title 
Enter and view: Nazareth House
Local Healthwatch 
Healthwatch Barnet
Date of publication 
Friday, 4 November, 2016
Date evidence capture began 
Friday, 4 November, 2016
Date evidence capture finished 
Friday, 4 November, 2016
Type of report 
Enter and view
Key themes 
Cleanliness hygiene and infection control
Food and nutrition
Quality of care
Staff training
Other information of note about this report 
Careplan
Healthwatch reference number 
Rep-1071

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Observation
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 
Residential care home

Details of people who shared their views

Number of people who shared their views 
25
Age group 
All people 18 and over
Gender 
All
Ethnicity 
All
Specific ethnicity if known 
All
Sexual orientation 
NA
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 
Administrative
Care / support workers
Service manager
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.