Enter and view: The Willows - Final Report

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Summary of report content

Healthwatch Worcestershire did an announced Enter and View visit to the Willows on 22nd September 2015. The home provided care to 16 older people, some with dementia. At the time of the visit the Willows did not have the Worcestershire Residential Dementia Service Standard, although both the manager and senior staff were signed up to a current training programme connected with this Standard. The team did not talk to any relatives or friends on the day of the visit but did talk to some residents who had given consent from before. Based on their observation on the day the Healthwatch team found the Willows to have a relaxing and welcoming atmosphere with positive relationships apparent between residents and staff, with relaxed and respectful attitudes. There was a pleasant outdoor area and a small enclosed garden which is available to the residents. Generally, staff were aware of residents’ likes and dislikes, and helped them to participate in most things they wanted to. It was evident during the visit that most residents enjoyed doing meaningful activites either in the lounge area or in groups. There appeared to be lively bursts of conversation throughout the morning and positive interactions between residents and staff members. Some residents did comment on wanting to go swimming/out to the park or shops which seemed to be restricted due to staff levels. There were positive comments about food and meals. Residents did go out with their relatives and friends frequently. The team were told the home operated an open-door policy to everyone who would like to give feedback or input. The team made some recommendations to the home mainly around providing more activities that involve going out and opportunities for the residents (who wish to) to help with the daily routines. The Manager responded to the recommendation saying they hope to make ‘major improvements’ around the home.

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General details

Report title 
Enter and view: The Willows - Final Report
Local Healthwatch 
Healthwatch Worcestershire
Date of publication 
Friday, 19 February, 2016
Date evidence capture began 
Tuesday, 22 September, 2015
Date evidence capture finished 
Tuesday, 22 September, 2015
Type of report 
Enter and view
Key themes 
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
Lifestyle and wellbeing
Quality of care
Staff attitudes
Staff levels
Other information of note about this report 
Meaningful Activities
Activity Coordinator
Good Practice
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 about conditions and diseases

Types of long term conditions 
Alzheimer’s disease or dementia

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 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
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 action has been taken or promised
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.