Enter and view: Stewart House

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Summary of report content

Healthwatch Hartlepool conducted an unannounced Enter and View visit in November 2018 to an Integrated Mental Health Service, Stewart House. Observations and questionnaires were used to collect data with the help of 18 staff members and 4 clients. Observations made by the Enter and View representatives included: the reception area was easily accessible with good signage; and the staff had positive attitudes and were observed as happy. Staff reported that it would be beneficial to have more staff available due to the pressure of caseloads but stated that this was unrealistic due to resource and budget limits. Staff felt well supported and listened to when they had concerns. Clients reported that they were happy with the service and that they felt the help they were receiving was good. Recommendations were made to the service, including: to consider the caseload size in relation to service needs and staff pressures; to consider staff support when there is long term absence; to inform staff when the Healthwatch team are visiting and the purpose of the visit; and to re-visit on a different day to collect more patient feedback. The response from Stewart House was brief and offered explanation for some observations that were noted in the report.

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General details

Report title 
Enter and view: Stewart House
Local Healthwatch 
Healthwatch Hartlepool
Date of publication 
Tuesday, 22 January, 2019
Date evidence capture began 
Wednesday, 21 November, 2018
Date evidence capture finished 
Wednesday, 21 November, 2018
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Health and safety
Quality of care
Quality of staffing
Staff attitudes
Staff levels
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
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

Mental health services 
Mental health recovery service

Details of people who shared their views

Number of people who shared their views 
Age group 
All people 18 and over
Specific ethnicity if known 
Sexual orientation 
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 
All care professionals
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? 
Is there evidence of impact external to the report? 

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.