Enter and view: The Priory Nursing and Residential Home

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Summary of report content

Healthwatch Telford and Wrekin conducted an Enter and View visit to The Priory Nursing and Residential Home. This visit was carried out as part of Healthwatch Telford and Wrekin’s engagement programme. The focus of the visit was to find out if the residents of The Priory Nursing and Residential Home were happy living there.

The Enter and View representatives noted that: the driveway had been repaired since a previous visit and that a work plan was in place for refurbishing and improving the home inside and out; on several occasions the buzzers pressed by residents for assistance were not responded to in a timely enough manner – raising the question of whether there were enough staff present to meet the needs of the residents. However, no concerns were raised by the residents who were spoken to; residents also told the Enter and View Representatives that the staff were helpful.

Most of the residents spoken to were positive about the care and support they received at the home. Residents and relatives informed the Enter and View Representatives that they were offered choices and felt involved. Many residents stated that the food was good and that they were given choices. When asked if anything could be improved, residents expressed that they would like to go out more often.

Healthwatch Telford and Wrekin made ten recommendations around: the environment in the home; investigating a comment raised by a resident and taking appropriate action; reminding staff about protecting residents’ privacy and dignity, and responding to their communication needs; maintaining an activity programme and ensuring residents are given choices; the call system; the home’s compliments, complaints and suggestion procedures; and providing staff with ID badges. The report includes a response from the service provider, outlining the actions taken following Healthwatch Telford and Wrekin’s recommendations.

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General details

Report title 
Enter and view: The Priory Nursing and Residential Home
Local Healthwatch 
Healthwatch Telford & Wrekin
Date of publication 
Tuesday, 9 July, 2019
Date evidence capture began 
Friday, 10 May, 2019
Date evidence capture finished 
Friday, 10 May, 2019
Type of report 
Enter and view
Key themes 
Building and facilities
Communication between staff and patients
Complaints procedure
Food and nutrition
Health and safety
Lifestyle and wellbeing
Quality of care
Quality of catering
Quality of staffing
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
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 
Primary research method used 
User stories
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
Residential 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? 
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.