Enter and view: Windsor Intermediate Care Unit

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Summary of report content

The purpose of this Enter and View programme was to engage with patients, their relatives or carers, to explore their experience of the care and treatment received during their stay at Windsor Intermediate Care Unit (WICU). The summary of findings inform that The Windsor Intermediate Care Unit is a well-run operation, providing a very clean and tidy environment. Patients all have their own reasonably spacious rooms with a television, en suite, wardrobe and armchair. There is a strong camaraderie among staff and a positive and informal rapport between staff and patients. Patients feel comfortable and well cared-for. Staff encourage patients to be active and involved. Praise for the food and the mealtime attention of staff. There was a high level of ambiguity surrounding reasons for admission and plans for treatment and discharge, the decision-making process and criteria for decisions. There were some concerns raised over standards of behaviour towards patients and visitors amongst specific staff (including some agency staff). Some patients reported feeling isolated and inactive. Overall the patient experience of the Unit was generally positive, with many reports of friendly and helpful staff, a happy atmosphere and good food. All had felt welcome on their arrival at the Unit from hospital. There is, however, a variation in experience which would merit closer analysis as it may be indicative of ‘one size fits all’ policy being applied and there may be improvements in overall patient experience by enabling more personalised care.

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General details

Report title 
Enter and view: Windsor Intermediate Care Unit
Local Healthwatch 
Healthwatch Milton Keynes
Date of publication 
Wednesday, 1 August, 2018
Date evidence capture began 
Wednesday, 1 August, 2018
Date evidence capture finished 
Wednesday, 1 August, 2018
Type of report 
Enter and view
Key themes 
Communication between staff and patients
Information providing
Quality of care
Quality of staffing
Quality of treatment
Staff training
Healthwatch reference number 
Rep-7181

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
Primary research method used 
Observation
Structured interview
Survey
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Announced

Details of health and care services included in the report

Secondary care services 
Inpatient care

Details of people who shared their views

Number of people who shared their views 
Not known
Age group 
Not known
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
No
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
All care professionals
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Yes
Is there evidence of impact external to the report? 
Yes
What type of impact was determined? 
Implied Impact
Tangible impact (not 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.