Enter and view: Scotia Heights Unit Two

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Summary of report content

Healthwatch Stoke-on-Trent conducted an enter and view visit on Scotia Heights, a privately run care centre which provides care and accommodation for 60 residents, catering for a broad variety of conditions across the units, both physical and mental health. Due to the available time, Healthwatch focussed upon unit two with a view to return to view others at a later date. At the time of visit, the people in unit two had mainly mental health needs. Healthwatch Stoke-on-Trent, in partnership with the City Council, has introduced a 'Dignity and Respect Charter' which applies to every resident receiving care. The visit is to assess how this is perceived by both residents and staff. Observations of the Enter and View representatives included: - Overall the unit, including kitchen and communal areas appeared clean and light. It has the feel of a new establishment. The communal area felt modern and appropriately equipped. - Each unit has its own activity coordinator and that attempts are made to shape activities so that they meet the needs of patients. The unit makes use of a minibus for activities away from the unit. - Staff were friendly and described enjoying working in the unit, feeling able to express concerns about issues as well of having regular supervision and annual appraisals. - Healthwatch Stoke is very pleased to find the dignity champions scheme in place. It also appreciates the efforts made to deliver a personalised experience for residents. Healthwatch Stoke-on-Trent made 2 recommendations in the report:  A suggestion would be to build upon the work already done through the residents meeting by tracking outcomes and promoting the success of this through ‘you said, we did’. As this appears to be the main means of patient feedback, it could be more widely promoted.  Although personalisation is already a key facet of work at Scotia Heights, advice would be that attention should be paid to the new Accessible Information Standard if this work has not already commenced. For any possible future visits, it was suggested with the Managers’ about Healthwatch being able to see other units and they were very supportive of this suggestion. The report includes a letter of response from the provider.

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General details

Report title 
Enter and view: Scotia Heights Unit Two
Local Healthwatch 
Healthwatch Stoke-on-Trent
Date of publication 
Wednesday, 17 August, 2016
Date evidence capture began 
Wednesday, 17 August, 2016
Date evidence capture finished 
Wednesday, 17 August, 2016
Type of report 
Enter and view
Key themes 
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
Food and nutrition
Health and safety
Health promotion
Holistic support
Information providing
Lifestyle and wellbeing
Quality of care
Quality of staffing
Quality of treatment
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 
Local Council
If this work has been done in partnership, who is the partner? 
Stoke-on-Trent City Council
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? 
Not Known

Details of health and care services included in the report

Social care services 
Nursing care home
Residential care home

Details about conditions and diseases

Types of disabilities 
Mental health
Not known
Types of long term conditions 
Mental health condition

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? 
Not known
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? 
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? 
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

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.