Enter and view: Serendipity Care Home

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Summary of report content

Healthwatch Trafford conducted an announced Enter and View visit, on 15 December 2017, to Serendipity Care Home in Urmston. Serendipity Care Home provides of nursing care for up to 45 older people, with 32 residents at the time of the visit, 80% of the residents are living with varying degrees of dementia. The Enter and View Authorised Representatives were advised that 92% of residents have an Advanced Care Plan in place and the home places a picture of a leaf on a resident’s door to highlight to staff and visitors that the room is occupied by a resident who is on the end of life pathway. Staff have begun using social media to communicate, in real time, with families of residents. The Authorised Representatives observed drinks within easy reach of residents. The Manager informed us that residents drinking levels are recorded and monitored on daily notes and a hospitality staff member is working from 10am to 6pm, solely to assist residents with their food and fluid intake. The Enter and View team were advised that fresh vegetables are used daily in meals and for residents who receive blended meals, the chef uses a ‘mould’ depicting the shape that corresponded with the food that is on the menu, such as steak and fish. All residents that we observed looked well cared for, well attired and relaxed in their surroundings. The residents who were spoken to during the visit said they were happy living at the home and that the staff and Manager were very kind, helpful and caring. There were three recommendations made as a result of this visit including a suggestion that the outdoor areas were improved to enable better use by residents. The provider responded to each of the recommendations.

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General details

Report title 
Enter and view: Serendipity Care Home
Local Healthwatch 
Healthwatch Trafford
Date of publication 
Thursday, 1 March, 2018
Date evidence capture began 
Friday, 15 December, 2017
Date evidence capture finished 
Friday, 15 December, 2017
Type of report 
Enter and view
Key themes 
Building and facilities
Communication between staff and patients
Complaints procedure
Consent to care and treatment
Continuity of care
Digitalisation of services
Food and nutrition
Holistic support
Lifestyle and wellbeing
Patient records
Quality of care
Quality of staffing
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
Other information of note about this report 
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 
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 about conditions and diseases

Types of disabilities 
Types of long term conditions 
Alzheimer’s disease or dementia
What type of pregnancy or maternity themes are included in the report 

Details of people who shared their views

Number of people who shared their views 
Age group 
All people over the age of 65
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 but provider disagrees
Is there evidence of impact in the report? 
Not known
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.