Enter and view: The Willows Care Home

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Summary of report content

Healthwatch North Lincolnshire is the independent health and social care champion. Local Healthwatch is in place to gather the views and experiences of people accessing services, to use this information to influence decisions and to provide information and advice to the local community about health and social care services. These Enter and View visits are ‘announced’ visits where they notify the provider of their intention to visit. Healthwatch North Lincolnshire visited The Willows Care Home on 17/11/2016. The summary of findings highlight: Overall Healthwatch representatives found The Willows to be clean but with some maintenance and improvements needed, including redecoration; residents liked the food provided and felt that they had enough to eat; staff at The Willows respect residents privacy and assist them in daily activities if needed; staff were also found to be smart and friendly, but very busy, which appears to be resulting in less time engaging with residents; during a busy period there is also a chance that alarm calls may not be answered in a timely fashion; plenty of information is available but it could be organised better so that it can be found more easily; activities within the home are provided for residents, however, it is felt that more interaction with staff and a break in the daily routine would be beneficial to residents especially those who are unable to watch television or partake in other activities. Three main safety issues were identified during the visit. These were: Alarm calls – An alarm call was left ringing for a while and in the end the manager had to go and find out what was happening about the situation. If there is not a designated member of staff responsible for alarm calls then there is a chance that nobody will answer. A review of the alarm call procedure is, therefore, recommended. Trip hazard – A raised level at the entrance to the dining room was identified. Doctors being requested - One resident mentioned that they had requested to see a doctor but that this had not happened. It might be that staff are aware and attempting to make the appointment but residents should be kept informed. The report includes 11 recommendations and does not include a response from the provider.

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General details

Report title 
Enter and view: The Willows Care Home
Local Healthwatch 
Healthwatch Lincolnshire
Date of publication 
Wednesday, 1 March, 2017
Date evidence capture began 
Thursday, 17 November, 2016
Date evidence capture finished 
Thursday, 17 November, 2016
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Continuity of care
Health and safety
Health promotion
Information providing
Quality of staffing
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 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 
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? 
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.