Enter and view: Nightingale House, Richmond

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Summary of report content

A Private Residential Care Home located in central Twickenham, situated near the River Thames and close to public transport. It has accommodation for 21 residents. The areas for focus were: • Residents’ views on life at Nightingale House • The views of residents’ families and friends • Staff’s views on working at Nightingale House • Support for residents in the home • Improvements in the accommodation. During the visit the Healthwatch Richmond team spoke to 8 residents, 1 relative and 5 staff members as well as the Manager and Deputy Manager. Findings: • A welcoming atmosphere in the home. • Observed that good care was taking place for the residents and evidence of good relationships and good communication between the staff and the residents. • New Manager had been in post for 8 weeks. Outcomes: • Nightingale House should continue to update their care planning process and ensure residents and relatives are involved. • Nightingale House should continue to introduce measures to reduce the incidence of falls. • The Manager and owner should inform Healthwatch Richmond when the works to comply with the Fire Safety Enforcement Order are complete. • The Manager’s plan for more regular Relatives Meetings should continue and every effort should be made to involve as many relatives as possible. • All the notices should be produced in large print and should be bolder and brighter to attract attention. • Nightingale House should inform us when they have completed the development of the lounge annexe area. • Nightingale House should carry on investigating a secondary call bell display. • Healthwatch Richmond will follow up the issue raised by Nightingale House of the District Nursing Team’s failure to attend booked appointments. • Healthwatch Richmond would welcome the opportunity to re-visit Nightingale House in six months’ time. • Follow up visit July 2017.

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General details

Report title 
Enter and view: Nightingale House, Richmond
Local Healthwatch 
Healthwatch Richmond upon Thames
Date of publication 
Friday, 7 July, 2017
Date evidence capture began 
Monday, 12 December, 2016
Date evidence capture finished 
Monday, 12 December, 2016
Type of report 
Enter and view
Key themes 
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
Food and nutrition
Health and safety
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

Primary research method used 
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

Primary care services 
GP practice
Secondary care services 
End of life care
Mental health services 
Community mental health team (CMHT)
Older peoples mental health community service
Social care services 
Residential care home
Community services 
Community based services for people with mental health needs

Details about conditions and diseases

Types of disabilities 
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 
All people over the age of 65
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
Does the information include other people's views? 
Not known
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? 
Is there evidence of impact in the report? 
Not known
Is there evidence of impact external to the report? 
Not known
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.