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MelroseResidentialHomeEnterandViewReport
Contact Details:
MelroseResidentialHome50MossLane,LeylandPR254SH
Staff met during visit:
TheManager,JulieSaundersandDeputyManager,ElaineMeers
Date and time of visit:
Thursday9thJune201610.30am-12.30pm
Healthwatch Lancashire Authorised Representatives:
LindaBrown(Lead)MicheleChapmanBeckyWillshawAyshaDesai
V1:3
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Introduction ThiswasanannouncedEnterandViewvisitundertakenbyauthorisedrepresentativesfromHealthwatchLancashirewhohavetheauthoritytoenterhealthandsocialcarepremises,announcedorunannounced,toobserveandassessthenatureandqualityofservicesandobtaintheviewofthosepeopleusingtheservices.ThisvisitwasarrangedaspartofHealthwatchLancashire’sEnterandViewschedule.Theaimistoobserveservices,considerhowservicesmaybeimprovedanddisseminategoodpractice.TheteamoftrainedEnterandViewauthorisedrepresentativesrecordtheirobservationsalongwithfeedbackfromresidents,staffand,wherepossible,resident’sfamiliesorfriends.Theteamcompileareportreflectingtheseobservationsandfeedback,makingcommentwhereappropriate.Thereportissenttothemanagerofthefacilityforvalidationofthefacts.AnyresponsefromthemanagerisincludedwiththefinalversionofthereportwhichispublishedontheHealthwatchLancashirewebsiteatwww.healthwatchlancashire.co.ukDISCLAIMERThisreportrelatesonlytotheserviceviewedatthetimeofthevisit,andisonlyrepresentativeoftheviewsofthestaff,visitorsandresidentswhometmembersoftheEnterandViewteamonthatdate.
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General Information MelroseResidentialHomeisprivatelyownedbyMrsAMakdaandMissSMakdawithplacesfor19residentswith8vacanciesatthetimeofourvisit.ThepersoninchargeisJulieSaunders(Manager).Informationobtainedfromcarehome.co.ukstatesthatthehomeprovidescareforpeoplewhoareaffectedbyoldage,withnospecialistcategories.Acknowledgements HealthwatchLancashirewouldliketothankJulieSaunders,theManagerandElaineMeers,theDeputyManagertogetherwithstaff,residentsandvisitors,formakingusfeelwelcomeandtakingpartinthevisit.MethodologyAsrequiredbyourrolewelistenandengagewithusersofhealthandsocialcare.Wegiveprioritytowhatweseeandwhatpeopletellusatthetimeofourvisit.TheEnterandViewteamvisitedMelroseResidentialHomeonThursday9thJune2016between10.30am-12.30pm.Wespoketonineresidents,wherepossible,structuringourconversationsaroundaquestionnairecoveringfourthemes(Environment,Care,NutritionandActivities)designedtogatherinformationconcerningresidentsoverallexperienceoflivingatthehome.Inaddition,wespoketosixmembersofstaff,includingtheActivityCoordinatorandtheHousekeeper.Wealsohadtheopportunitytospeaktorelatives.Theteamalsorecordedtheirownobservationsontheenvironmentandfacilities.Theseobservationswerescoredonascaleof1to5:1=Poor,2=BelowAverage,3=Average,4=Good,5=VeryGood.
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Enter and View Observations PreVisitTheteamevaluatedseveralareaspriortoourvisitincludingwhethertherewasabrochureorguidetothehomesfacilitiesandawebsite,togetherwiththemannerofresponsetoanytelephoneenquiries.ItwasfoundthatthereisnodedicatedwebsiteforMelroseResidentialHomewithonlylimitedinformationavailableoncarehome.uk.Asmallprintedbrochurewasavailableatthehomewithsomedetailsaboutthefacilities,thestandardsandcategoriesofcareandpaymentdetails.WhenHealthwatchLancashirephonedtoarrangeavisitallcontactswereansweredpositivelyandinatimelymannerwithanappropriatememberofstaffavailabletotakethecalls.Theprevisitwasscoredas4/5LocationMelroseResidentialHomeissituatedinaquietresidentialareabutclosetolocalfacilitiesandaccessiblebypublictransport.Parkingatthehomewaslimitedbutonroadparkingwasavailable.Theredidnotappeartobeadedicateddisabledparkingspace.Disabledaccesswaspossiblethroughtheentrancedoor.Thehomewasclearlysignpostedfromtheroad.Thelocationwasscoredas4/5ExternalEnvironmentThehomeissetinpleasantmaturegardenswithwell-establishedtreesandshrubs.Thereweretwobenchesinthefrontgardenandafewplasticgardenchairsinthereargardenforresidentstositout.Despitehavingaverypleasantenclosedgardenthathaddisabledaccessthereappearedtobeverylittlegardenfurnitureforresidentstotakeadvantageofit.Thehomewassecureonarrivalwithakeypadonbothsidesofthedoor.Theexternalenvironmentwasscoredas4/5InternalEnvironment-FirstImpressionsOnarrivalthedoorwasansweredinatimelymannerandtheManagerwasnotifiedofourarrival.TheManagerandDeputyManagerintroducedthemselvesandmadeusfeelwelcomeandwereavailablethroughoutourvisit.Althoughthedecorationwasdatedandpossiblyinneedofarefresh,ourgeneralfirstimpressionswerethatitwashomelyandhadapleasantodourthroughout.InternalEnvironment-FirstImpressionsscoredas4/5
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ReceptionThereceptionentrancewasasmallconservatorywithcomfortableseatingandavisitorsbookinuse.TheManagersofficewindowoverlookedthisarea.Therewasasmallnoticeboardwithsomeinformationonitsuchasthecomplaintsprocedure,safeguardingandthelatestCQCreport.However,thenoticeboardlackedinformationaboutadvocacysupportservices.Aposteradvertisinganupcomingteapartyeventcoveredmostofthenoticeboard.TheHealthwatchLancashireposterwasondisplay.Therewasnostaffnameboardforvisitorstoidentifykeystaff.Thereceptionareawasscoredas3.5/5CorridorsandBathroomsSomecorridorswerenotedtobedimlylitbuttheloungesanddiningroomwerebrightwithnaturallightfromwindowsoverlookingthegardens.Allcommunalareaswereunclutteredwithsufficientspaceforwalkingframesandwhereappropriatewheelchairs.Theflooringwasunwornandclean.Bathroomsweresignpostedbutnotpictorially,andasthehomedoesnotcaterfortheneedsofthosewithdementia,accordingtotheDeputyManager.Thehomehadnodementiafriendlyadaptations.Otherappropriateadaptationssuchashandrailswereprovided.Bathroomsandtoiletswerenotedtobecleanandwithadequatesuppliesofsoap,handtowelsandtoiletrolls.Residentsdoorswerenotpersonalisedbeingrecognisedbyanumberonly.Thecorridorsandbathroomareaswerescoredas3.5/5Lounges,DiningandotherPublicAreasItwasnotedthatthehomewascleanthroughout.Thepublicareas,loungesanddiningroomwereveryhomelyandpleasantwithcomfortableseatingthatpromotedsocialinteraction.Themainloungehadaquietareaforresidentswhodidnotwanttowatchtelevisionwhichopenedontothegardenthroughpatiodoors.Thetelevisiondidnotimposeonconversation.Theopenplandiningroomandconservatoryprovidedamplesocialspaceforresidents.Inadditiontothistherewasafurthersmallloungeupstairs.Personaltouchessuchasphotographswerenotednexttosomeresidentsintheloungeareas.Thelounges,diningandotherpublicareaswerescoredas5/5ObservationsofResidentandStaffInteractionsTheEnter&Viewteamnotedthatthereappearedtobeenoughstaffondutyduringourvisit.AlthoughtheEnterandViewteamdidnotobservealotofstaffinteractionwithresidentsduringourvisititappearedthatstaffseemedtoknowresidentswell.Weweretoldthatmanyoftheresidentsandstaffhadbeenatthehomeforseveralyears.Callbellsheardwereansweredquicklyhowever,maintenanceworkwasbeingcarriedoutonthecallsystemsoitwasunclearifthecallsoriginatedfromtheresidents.DuringourvisittheActivitiesCoordinatorreturnedwitharesidentfromawalkintothelocalcommunityhoweverresidentswerenotengagedinanyotheractivities.TheActivityCoordinatorworkstwodaysaweekandhasbeeninpostfortwoweeks.TheActivityCoordinatorstatedthatsheasksresidents
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individuallywhattheywouldliketodobutdoesnothaveanactivityschedule.AteapartyhasbeenorganisedatthehomewithneighbouringIndependentLivingResidentsinvitedtoattendalongwithfriendsandfamily.Thiswasclearlyadvertisedontheentrancenoticeboard.AccordingtotheActivitiesCoordinatorothergroupactivitiesincludebingo,dominos,artactivities,memorygamesandabeautydaywhichinvolvedhavingmanicures.Residentsreportedjoininginsomeoftheseactivities.Thehairdresservisitsweekly.Thehomeissupportedbyagardenertwodaysperweek,acleanerfivedaysperweekandtwo-parttimecooksoversevendays.Staffhaddifficultyidentifyingthemeaningof“personcentred”carebutitwasevidentthattheyknewresidentswell,ranerrandsforthemandboughtindividualmeals,suchasfishandchipsifresidentsrequestedit.Residentandstaffinteractionswerescoredas4/5 Overall the Enter and View Project Officers rated the environment and facilities as 4/5
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EnvironmentSummaryofresponsesfromnineresidents
• Almostallrespondentswerehappywiththeirrooms.• Almostallrespondentsfelttheyhadprivacyintheirownrooms.• Allrespondentsthoughtthehomewaspleasantandclean.• Allrespondentstoldustherewasaquietloungeavailableforthemtouse.• Mostrespondenttoldustherewasagardenwheretheycouldsitout.
Quotesfromresidents:“Myroomisbeautifulandcomfortable.”
“Ihavealovelybedroom,IhaveaTVandIcangoinmyroomwhenIwant.”
“Myroomisperfect;it’sbeendecorated.”
“Ididn’twantcheckinginthenightanditwentinmycareplanandstaffhaverespectedthis.”
“Thehomeisdefinitelyclean.”
“It’squietandlovelyhere.”
“Ihaverelativesthatcomeandvisitme.Theyusuallycomeintothequietloungeandsometimestheytake
meout.”
“Wecansitintheconservatorywhichisquiet.”
“Ilovemyprivacy.Icanmakemyownbrewsinthekitchen.”
“Thehomeisveryspaciousandwearenotontopofeachother.”
“Istopinside;Idon’tsitoutside.”
“Isitoutsidesometimes.”
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CareSummaryofresponsesfromnineresidents
• Almostallrespondentsfelttheyaretreatedwithdignityandrespect.• Almostallrespondentssaidtheycouldtalktoamemberofstaffiftheyhadanyconcerns.• Almostallrespondentstoldustheyfeltsafe.• Allrespondentstoldusthatcallbellsandrequestsforhelpwereansweredinatimelymanner.• Allrespondentstoldustheyhaveachoiceaboutwhentheygetupandgotobed.
Quotesfromresidents:“Thestaffarereallynice.”
“Thestaffarelovely.”
“Idonotalwaysfeeltreatedwithdignityandrespect.”
“IwouldletthemknowifIhadanyconcerns.”
“Thereare2-3staffmembersonduringthedayand2atnight.”
“Ifeelverysafe.”
“Someonealwayscomeswhenyouringyourcallbell.”
“Thestaffcomeveryquicklyifyouneedthemto.”
“IgotobedwheneverIamready.”
“IcanpleasemyselfwhenIgetupandgotobed.”
“Irarelygetmybathontime.Itissupposedtobeeveryweek.Ihavetoaskthemtodoit.”
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Food NutritionSummaryofresponsesfromnineresidents
• Mostrespondentswerehappywiththefood.• Mostrespondentstoldusthattheydidnothaveachoiceofmenuanddidnotknowwhatwas
beingservedthatday.• Allrespondentssaidtheyalwayshaddrinksavailabletothem.• Onlyhalfoftherespondentstoldustheywereabletochoosewheretheyatetheirmeals–inthe
diningroomorintheirownrooms.Quotesfromresidents:“Themealsarelovely.Wehaveagoodbreakfasteachmorning,wecanhavebreakfastatanytime.”
“Thefoodisgood.Youcanalwaysaskforalternatives.”
“Themealsarealright.”
“They’vegotagoodcook.I’mnotafussyeater.”
“IfIamnothappywithsomethingthecookorstaffwillchangeit.”
“Nochoiceobserved.Weeatwhattheygiveus.Ifwedon’tlikesomethingweleaveit.”
“Thereisnochoiceofmenuwhatsoever,wedon’tgetmenus.Amenuwentontheboardforafewweeks
andthenthatfizzledout”.
“Wedon’treallyhavechoicebutifyoudon’tlikewhattheybringtheywillmakesomethingelse.Wehave
onechoice,butitsgoodportions.”
“Idon’tknowfromdaytodaywhatmenuisavailable.”
“Inevereatinmyroom;Ieatinthediningroom.Ifteaisnothot,wecanhaveitonourlapbutifit’shot
thenwewillsitatthetable.”
“Iprefertoeatinthediningroom.”
“Wedon’treallychoosewheretosit,weallsittogetheratthetable.”
“Icaneatinmyroom,diningroomorkitchen.Icansuitmyself.”
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ActivitiesSummaryofresponsesfromnineresidents
• Almostallrespondentsfoundthestaffhelpfulandfriendly.• Allrespondentstoldustheycouldhavevisitorsatanytime.• Onlyhalfrespondentssaidtherewereactivitiesand/oroutingsavailableforthemtotakepartin.• Lessthanhalfofrespondentstoldusthattheyweresupportedtopursuetheirowninterests.
Quotesfromresidents:“Thestaffareveryfriendly.”
“Thestaffarelovely.”
“Mostofthestaffherearehelpfulandfriendly.”
“Idon’ttakepartinactivitiesbecauseofmyillness.”
“Iplaybingoandsomeonetakesmetochurch.”
“Wemakeartworkandplaycards.Wereminiscewithphotosandweplaybingo.”
“Theyplaybingooddtimes.Thereisnoentertainmentoroutings.Mostpeoplearen’tthatmobile.”
“Idoknittingandcrocheting.Igotochurchregularly.Someonecomesandpicksmeup.”
“Theygivemelargerprintbingopapers.”
“Ihavenointerests;IwatchTVformostoftheday.”
“Iwouldliketodojigsawsbuttherearenonehereandthereisnoplacetoleavethemuntilfinished.”
“Idowordsearchesandreadthenewspaper.Iwouldlikesomeone-to-onetimetogoout.”
“IamattendingaChristeninginSeptemberandoneofthecarersiscomingwithme.”
“IhaveaskedthestaffoftentowalkaroundwithmetothefrontflowerbedasIlikelookingatthe
gardens.”
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Relatives and Friends ViewsSummaryofresponsesOnegroupofvisitorscompletedthe‘FriendsandFamily’questionnaire.
• Therespondentssaidthattheyfeelpositiveabouttheservicegenerally.• Therespondentstoldusthattheirrelativehadmadefriendsatthehome.• Therespondentsthoughtthattheirrelativefeltsafeattheservice.• Therespondentsfeltthattheyarekeptinformedabouttheirrelativeandinvolvedincareplans.• Therespondentsknewwhatthearrangementswerefortheirrelativeintheeventofanemergency.• Therespondentsweresatisfiedwiththelevelofsupporttheirrelativereceivesfromotherlocal
healthservicessuchasGPs,dentists,pharmacies.• Therespondentsaidtheyhaven’tbeenencouragedtogetinvolvedinactivitiesandeventsatthe
service.• Therespondentwouldrecommendthisservicetoothers.
Quotesfromrelativesandfriends:“Overallwefeelourrelativeiscaredforandlookedafter.Theyseemtobegenerallyverywellandhappy.”
“Ourrelativealwaysmentionswhotheyhavespokentoandifanyonesitsbythem.”
“Yeswefeeltheyaresafe”.
“Weregularlygetacallastowhether(name)needsanythingorifanythinghashappened.”
“Emergencycontactshavebeengivenandwearecalledifneeded”.
“Ihaven’treallyseenorheardofanyactivities.Onecarertellsussheplaysawordgamewith(name).”
“TheGPhasvisitedwhenneededandchiropodisthasvisited.”
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Staff ViewsWehadanopportunitytospeaktosixmembersofcarestaffabouttheirexperienceofworkingatMelroseResidentialHome.Summaryofresponses
• Allstaffsaidtherewereenoughstaffwhenonduty.• Allstafffeltsupportedtocarryoutpersoncentredcare.• Moststaffthoughttheyhadenoughtrainingtoenablethemtocarryouttheirdutieswell.• AllstaffreportedbeinghappyworkingatMelroseResidentialHome.• Moststaffwouldbehappytorecommendthishometoacloserelative.
Quotesfromstaff:“Therearemorethanenoughstaffatpresent.”
“Iaskedaboutarrangingacupcakedayandeverythinghasbeenprovidedforit.”
“Iamsupportedtodomyjobandgiventheresourcesforit.”
“Wearedoingon-linetraining.”
“Iloveithere.”
“IwouldlovemyNanatocomehere.Allthestaffsupporteachother.”
“Ienjoyworkinghere,Ilovemyjob.”
“Mymumhasalreadypickedherroomhere.”
“Thereisroomforimprovement.”
“Residentsandstaffhavebeenherealongtimeandrelationshipsareestablishedandhappy.Thereisa
highstaffmorale.Therearealwayslotsofvisitorsandalowstaffsicknessandturnoverrate.TheDeputy
ManagerhasbeenhereforthirteenyearsandtheManagerhasbeenhereforfifteen.”
“Itisareallygoodhome.TheManagerandtheDeputyManagerareverygoodandapproachable.Youcan
gotothemforanything.”
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Response from providerResultsoftheEnterandViewvisitwerefedbacktotheRegisteredManager,JSaunders,whoprovidedtheresponsebelow.IhavereadthereportandIampleasedwiththeoutcome.Ican'tseeanythinginthereportthatneedsalteringorisnottruetofact.www.healthwatchlancashire.co.ukinfo@healthwatchlancashire.co.ukTwitter:@HW_LancashireFacebook:facebook.com/lancshealthwatch
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