Enter and View: St John's Wood care centre, Camden

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Summary of report content

Healthwatch Camden conducted an announced Enter and View visit to St John’s Wood Care Centre, on 2nd November, 2016, as part of a series of pre-arranged visits to residential care homes across Camden. The home manages people with very high dependency levels and those with complex end of life care needs. HW Camden’s team used a set of prepared questions which follow the theme of the ten ‘Quality Indicators’ drawn up by Independent Age (a charity). The questions have been designed to draw out information on the ten key topics and have been tailored according to the audience. For each question, Healthwatch rates whether the home meets the indicator or not. Despite arranging the visit by phone, letters and emails, and a poster advertising their visit on the noticeboard, Healthwatch were told that they were not expected by the Deputy Manager. 3 out of the 10 indicators were Fully met, 5 out of the 10 were Not clear (there is more to be done), 1 out of the 10 was Yes, but … and 1 out of the indicators was a No, but… . There were 4 recommendations about monitoring residents needs, engaging with residents and relatives about the running of the home, activities, and access to healthcare. The provider responded saying carers and nurses are aware of how to report changes in a resident’s condition which is explained in induction and every meeting. Regular relatives meetings do take place (minutes of this meeting were sent to HW Camden who later changed this report to reflect this). A suggestion box has also been bought and will be displayed soon. The centre reported that they have four activities coordinators and have advertised for a fifth. They also plan to do weekly planners, and this will include individual activities tailored for residents’ needs. The home said they have GP and chiropodist who visits regularly, but the dental visits are by appointments or emergencies because they do not visit the home. Where required they will take to resident to visit the dentist.

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General details

Report title 
Enter and View: St John's Wood care centre, Camden
Local Healthwatch 
Healthwatch Camden
Date of publication 
Sunday, 22 January, 2017
Date evidence capture began 
Wednesday, 2 November, 2016
Date evidence capture finished 
Wednesday, 2 November, 2016
Type of report 
Enter and view
Key themes 
Communication between staff and patients
Complaints procedure
Continuity of care
Quality of care
Staff levels
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 
Residential care home

Details of people who shared their views

Number of people who shared their views 
Age group 
Does the information include public's views? 
Does the information include staff's views? 
Types of health and care professionals engaged 
Care / support workers
Service manager

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 (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.