Virtual Visit Report: George Mason Lodge Care Home

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Summary of report content

Healthwatch Waltham Forest undertook a virtual visit to George Mason Lodge Care Home on 10th and 11th September 2020, as one of a series of visits to older people living in care homes in Waltham Forest. They spoke to 4 residents and 5 members of staff.

They found that the staff team were shown to offer an excellent level of care to those living there. The home had a welcoming, relaxed and comfortable atmosphere.  Healthwatch Waltham Forest observed staff delivering care to residents in a kind caring and compassionate manner that showed dignity and respect. Staff listened to the residents' needs and were approachable. The staff team were knowledgeable about the people they were caring for. Staff enabled residents who were independent to enjoy their space and continue to remain independent. Residents appeared happy with the choice of activities on offer and they were able to access and enjoy these. Residents were happy with the food choices and felt that the menus met their needs and were culturally appropriate. Residents enjoyed their space, inside and outside in the garden.

Despite the many challenges that the COVID-19 pandemic has presented within the service, Healthwatch Waltham Forest found that the provider responded to the needs of the people using the service quickly and efficiently by adapting their service provision as necessary in order to ensure the safety and wellbeing of their residents while maintaining a high quality of care. Activities for residents were delivered safely and efficiently accommodating their needs where possible.

The report contains 2 recommendations about staff awareness of sources of support  during the pandemic and about promoting the quality of care provided by the home as a model of good practice.  The report includes a response from the provider.

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General details

Report title 
Virtual Visit Report: George Mason Lodge Care Home
Local Healthwatch 
Healthwatch Waltham Forest
Date of publication 
Monday, 14 December, 2020
Date evidence capture began 
Thursday, 10 September, 2020
Date evidence capture finished 
Friday, 11 September, 2020
Type of report 
Key themes 
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Food and nutrition
Lifestyle and wellbeing
Quality of care
Staff attitudes
Staff levels
Staff training
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

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 
Care / support workers
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? 
Not known
What type of impact was determined? 
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.