Response to enter and view visit: Bently House

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Summary of report content

This report is a response from Bentley House Limited (BHL) following the visit by Healthwatch Barnet on 31st March 2015. Bentley House Limited expressed their alarm at the inaccuracies perceived within the report and requested a meeting with HW which took place at BHL on 14th May 2015, in which they raised their concerns about the inaccuracies in the report. Following that meeting BHL was still not satisfied with several points made in the report. - Healthwatch failed to correct the main apparent error centring on HW's initial stated purpose of visit. - BHL responded to the recommendations made by HW such as insufficient maintenance staff, not having no slip resistance flooring, storing equipment in the unused toilets and residents requiring assisted eating, explaining that some of these recommendations were based on incorrect information. - BHL did not find the wording of this section “Purpose of visit” to be either accurate or appropriate. - BHL lists the actions that have been taken about some of the recommendations made such as marks to the handrail walls and doors, hand sanitizers being refilled and notices being placed on bathroom doors to indicate they are not in use and are storage. - BHL comments on the unpleasant smell coming from a toilet was because it was just used by a resident. - BHL questions why Healthwatch did not get a chance to talk to any relatives/carers, and how the Healthwatch team determined the service users had "complex needs". BHL ends the report by expressing they find the Healthwatch report rather subjective and could be improved by giving a more balanced and objective picture. The report goes into much more details about these complaints.

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General details

Report title 
Response to enter and view visit: Bently House
Local Healthwatch 
Healthwatch Warwickshire
Date of publication 
Thursday, 14 May, 2015
Date evidence capture began 
Thursday, 14 May, 2015
Date evidence capture finished 
Thursday, 14 May, 2015
Type of report 
Enter and view
Key themes 
Building and facilities
Communication between staff and patients
Complaints procedure
Continuity of care
Food and nutrition
Health and safety
Information providing
Lifestyle and wellbeing
Other information of note about this report 
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 
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 
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 but provider disagrees
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
What type of impact was determined? 
Implied Impact
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.