The report is based on a visit on 1 December by two volunteers and a Healthwatch Richmond employee. It finds that there was generally a positive atmosphere in the home, with good care. Improvements are taking place compared to some concerns on a previous visit.
The new Enter & View report is part of a series of papers looking at care homes across the borough. For each visit, Healthwatch Richmond uses its statutory powers to visit homes, talk to residents, relatives and staff, and request information.
Eight weeks before the visit, Nightingale House appointed a new manager who is making changes to the home, including improvements to staff training, the introduction of new care plans, and fall prevention strategies for residents. There had been a number of management changes over the last year.
During the visit we witnessed a resident at risk of falling down a flight of stairs. We alerted the home's staff who responded immediately to keep the resident safe. They also took steps to reduce future risks, by leaving the door at the top of the stairs closed and fitting sensor mats to allow staff to be alerted to the resident leaving the room.
Overall, residents’ comments were positive. They included that ‘staff look after you very well’ and are ‘very caring’, and a relative said Nightingale House was ‘less institutionalised than other homes’.
The Healthwatch Richmond report makes a number of recommendations. These include to continue updating care planning, with residents’ and relatives’ involvement, and to continue introducing measures to reduce potential falls.
Following our initial recommendations, the home has also improved its notices for residents, and is involving relatives more in dedicated meetings.
Healthwatch Richmond would welcome the opportunity to visit the home in six months’ time, and see further progress.
The majority of people who had a concern or complaint and raised it found that their issue was resolved quickly, that it helped the service to improve and they were happy with the outcome. But a lot of people choose not to raise concerns because: they don't know how (20%) or who (33%) to raise it...
In October 2018, Healthwatch Richmond conducted a series of Enter & View visits to the adult inpatient wards at West Middlesex University Hospital. In total, we gathered usable feedback from over 100 patients and/or their relatives. We were also able to speak with 27 different members of staff...