Enter and View Report Springfield Lodge Care Home

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Summary of report content

Following a successful pilot with GP surgeries in 2017 and 2018, where ‘appreciative questions’ were used to explore what was working well in surgeries as well as areas for improvement, this approach was applied to enter and view visits to care homes.  After Healthwatch County Durham publicised this approach to care home providers, Springfield Lodge Care agreed to host a visit as they were keen to listen to their residents, families and carers and learn from their feedback.

Healthwatch County Durham spoke to 15 individual residents, carers, family members and staff, using a set of appreciative questions to prompt people to describe good practice they had experienced or seen. Two observation sheets were completed by authorised reps during the visit.


Residents, carers, visitors and staff felt that the quality of care was good.  They clearly very much appreciated the good relationships and service they either received themselves, or acknowledge happens, at the home. People told Healthwatch that staff were kind, caring and always looking out for them. Staff would often go the extra mile. Residents clearly had confidence in the staff who balanced offering the required individual care and social interaction. This way of working, staff behaviours and culture should to be celebrated and retained here for the future.

People felt that that the positive environment in the home encourages visitors, carers and others to visit the home. People told Healthwatch that the home is “an integral part of the village”, with activities being brought into the home and residents being taken to activities in, and beyond, the village. Residents and their families valued this effort, and so it should be maintained as a priority.

Residents really enjoyed the external services brought in for their benefit.  Some felt that visits from school children were really valuable, and having pets and other animals on site made some residents happy and made them feel at home.  It is important in creating a positive atmosphere that residents can have what they like, and are used to, around them in their own space.

Many people felt that the quality of food and refreshments served had improved.  This should be monitored so that this high standard can be maintained.

People valued having their own room, with their own personal belongings around them. The home was well maintained and kept.  Having a ‘personal space’ was raised as very important by 10 residents. It was clear that the home managed the balance between required medical and care needs with individual personal preference, very well. Retaining the systems and resources that allow this balanced and high standard, seems very important, and is clearly recognised as one of the most effective aspects when it comes to confidence in the care home.

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General details

Report title 
Enter and View Report Springfield Lodge Care Home
Local Healthwatch 
Healthwatch County Durham
Date of publication 
Tuesday, 4 February, 2020
Date evidence capture began 
Monday, 19 August, 2019
Date evidence capture finished 
Monday, 19 August, 2019
Type of report 
Enter and view
Key themes 
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Food and nutrition
Holistic support
Lifestyle and wellbeing
Quality of care
Quality of catering
Quality of staffing
Staff attitudes
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Service Provider
Primary research method used 
Engagement event
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 
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 action has been taken or promised
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
Not known
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.