Enter and view: Princess Louise

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Summary of report content

Healthwatch Central West London conducted an enter and view visit to Princess Louise Nursing home, providing care to frail elderly people and people living with dementia, on 17th March and 14th June 2017, as part of their ‘Dignity Champions’ visits with the aim to improve people’s experiences of health and social care. Princess Louise which was run by Sanctuary Care Homes, had received a CQC report of ‘requires attention’ in January 2017. An introductory meeting with the Manager and a Healthwatch member of staff was conducted in January 2017 prior to the Dignity Champion visits. During both visits HW found the staff to be caring and respectful of the residents. There was huge range in the level of care required by residents from those who required one to one care to those who were still able to maintain a much greater degree of independence. Most feedback that was received was around the food and lack of on-site kitchen. The home is well supported with a twice weekly routine visit from a GP. The environment was clean and tidy with clear accessible signage. The Dignity Champions were also pleased to see Memory Lane and ‘booths’ dedicated to various moments in time on the floor occupied by residents living with dementia. The Dignity Champions found that the vast majority of residents at Princess Louise were happy with their care. The attitude of the staff was caring and the residents were treated with dignity and respect but the range in the level of care required meant that staff were not always able to spend one to one time with residents whose needs were not as acute as other residents (eg finding time to take them outside). The home was led by an enthusiastic Manager who was keen to build a cohesive and responsive team. She recognised benefits that an on-site kitchen would bring to the home and will be working with Sanctuary Care around this. The Manager is keen to work with the local community (including Voluntary Organisations) to ensure that they know about the home. She asked HW to publicise open days in the future and the offer of the use of a room for local community groups. She welcomed the opportunity of working more closely with Healthwatch over the coming months and invited Healthwatch and Dignity Champions to attend meetings with staff and residents. Recommendations made by HW included using volunteers to supplement the staff, reassess the time scales and feasibility of an onsite kitchen, support residents with no families, continue to build links with local community and work towards supporting the needs of all the residents to ensure personal choice is maintained.

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General details

Report title 
Enter and view: Princess Louise
Local Healthwatch 
Healthwatch Central West London
Date of publication 
Wednesday, 21 June, 2017
Date evidence capture began 
Tuesday, 10 January, 2017
Date evidence capture finished 
Wednesday, 14 June, 2017
Type of report 
Enter and view
Key themes 
Building and facilities
Quality of care
Staff levels
Staff training
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
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

Social care services 
Nursing care home

Details of people who shared their views

Number of people who shared their views 
Age group 
Specific ethnicity if 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 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.