Enter and view: Greenroyd Residential Home

Healthwatch Lancashire carried out an announced Enter and View visit to Greenroyd Residential Care Home in Hest Bank, Lancaster, on 10 November 2016. The home was privately owned, accommodated up to 23 residents, and had one vacancy at the time of the visit. The manager reported a waiting list of 14 people. The service supported older adults, including people living with dementia and other physical, sensory and mental health conditions. 

Overall, Healthwatch found the home to be welcoming, calm, clean, and well maintained. The location was rated very highly due to its pleasant surroundings, nearby amenities, good transport links, and accessible design. The external environment was considered secure and attractive, while the interior was described as comfortable, homely, and well decorated, although a faint odour was noted throughout the building. 

The home scored particularly well for its environment and facilities, receiving an overall rating of 4.2 out of 5 from the Enter and View team. Corridors were clean, spacious, and easy to navigate, although visitors noted a lack of personalised memory boxes on bedroom doors and suggested that some bathrooms would benefit from refurbishment. Lounges and dining areas were spacious and homely, with refreshments readily available to residents. 

Healthwatch observed positive interactions between staff and residents. Staff were seen treating residents respectfully, speaking patiently, and encouraging independence where possible. Residents appeared free to move around the home and had access to additional services such as a hairdresser, chiropodist, library visits, internet access, and private telephone extensions. 

Resident feedback was largely positive. All residents reported being happy with their rooms, feeling they had privacy, and finding the home clean and pleasant. Most residents felt respected by staff, felt safe, and believed they had choices about their daily routines such as when to get up or go to bed. Residents generally expressed satisfaction with the food and appreciated being able to choose where they ate their meals. 

Feedback on activities was more mixed. While some residents reported opportunities to socialise, take part in activities, and pursue personal interests, others felt there were limited activities available or that they were not regularly consulted about what they wanted to do. Healthwatch noted evidence of planned activities, themed events, and reminiscence projects, although no activities were taking place during the visit itself. 

Views from relatives and friends were also mixed. Some praised the home's comfortable atmosphere, cleanliness, and opportunities to contribute through relatives’ meetings. However, concerns were raised about limited activities, insufficient stimulation for residents, underuse of outdoor spaces, supervision at mealtimes, and communication about complaints procedures. One relative stated they would not recommend the service, while another would. 

Staff feedback was entirely positive. All staff interviewed felt there were sufficient staffing levels, that they received adequate training, were supported to provide person-centred care, enjoyed working at the home, and would recommend it to a close relative.