Enter and view: Melrose Residential Home

Healthwatch Lancashire carried out an announced Enter and View visit to Melrose Residential Home in Leyland on 9 June 2016. The home was privately owned, provided residential care for older people, and had 19 places, with eight vacancies at the time of the visit. The inspection involved observations of the environment and discussions with nine residents, six staff members, relatives, and managers. 

Overall, Healthwatch found Melrose Residential Home to be a welcoming, clean, and homely environment. The home scored 4 out of 5 overall for its environment and facilities. Managers and staff were described as friendly, approachable, and supportive, and residents generally appeared comfortable and settled. 

The home was located in a quiet residential area with good access to local amenities and public transport. The building was secure and surrounded by attractive gardens, although inspectors noted that there was limited outdoor seating available for residents. Internally, the décor appeared somewhat dated but the home was clean, pleasant, and well maintained. Communal areas were spacious, bright, and designed to encourage social interaction. 

Healthwatch identified some areas for improvement. Information about advocacy services was not displayed in reception, there was no staff identification board, some corridors were poorly lit, and residents’ bedroom doors were identified only by numbers rather than personalised displays. The home also lacked dementia-friendly design features, although managers stated that it did not specifically cater for people with dementia. 

Residents were generally positive about their accommodation, privacy, and the cleanliness of the home. Most said they felt safe, treated with dignity and respect, and able to raise concerns with staff. They reported that call bells were answered promptly and that they had choice over their daily routines, including when to get up and go to bed. However, one resident reported not always feeling treated with dignity and another stated that bathing arrangements were not always provided as scheduled.

Feedback about food was largely positive, with residents describing meals as good and saying alternatives were available if they disliked what was offered. However, many residents said they were not routinely given menu choices or informed in advance about what meals would be served. Some also felt they had limited choice about where they ate their meals. 

Activities were regarded as an area with room for development. An activities coordinator had recently been appointed and organised activities such as bingo, arts and crafts, memory games, beauty sessions, and community tea parties. Nevertheless, only around half of residents felt there were sufficient activities or outings available, and several expressed a desire for more one-to-one support, outdoor walks, jigsaw puzzles, and other meaningful activities.

Relatives who provided feedback were positive about the service. They felt their family members were safe, well cared for, involved in social relationships, and supported by healthcare services when needed. They reported good communication from staff but said they had not been encouraged to participate in activities or events at the home. 

Staff reported high levels of job satisfaction and believed there were sufficient staff on duty. Most felt adequately trained and supported, and many said they would recommend the home to a family member. Inspectors also observed strong, long-standing relationships between staff and residents and noted high staff morale and low staff turnover. 

In conclusion, Healthwatch Lancashire found Melrose Residential Home to provide a generally positive, caring, and comfortable environment for residents, with particular strengths in cleanliness, staff commitment, and resident satisfaction. The main areas identified for improvement related to activity provision, menu choice and communication, advocacy information, and some aspects of the physical environment. The registered manager accepted the report's findings and stated that the contents were accurate.