Visit to Henford House, Warminster on 27 October 2016

Healthwatch Wiltshire carried out a planned visit to Henford House in Warminster on 27 October 2016 at the invitation of the home's manager. The purpose of the visit was to speak with staff and residents about their experiences of hospital discharge, dementia care, and living at the home. Although the visit was not a formal Enter and View inspection, standard observational processes were followed. Healthwatch spoke with the deputy manager, two members of staff, and two residents during the visit.

Staff reported mixed experiences of hospital discharge arrangements. They stated that discharge processes worked well when detailed information and communication were provided by hospital staff. However, they also described occasions when residents returned from hospital without discharge notes, medication, or clear instructions, creating difficulties for both care home staff and local GPs. Staff also reported challenges accessing physiotherapy and occupational therapy services for residents admitted for respite care following hospital stays, which they felt could limit recovery opportunities. 

Staff highlighted concerns that some residents might benefit from longer recovery periods but were unable to remain because of funding restrictions. They also noted that the home had experienced several management changes over the previous five years, which they felt had affected assessment processes and communication with care teams. However, they believed the situation had become more stable under the current manager. 

A resident who had recently been discharged from hospital said that the discharge process had not been clearly explained to them before leaving hospital. Despite this, they expressed satisfaction with the care received at Henford House and spoke positively about the healthcare professionals who visited the home to provide treatment. 

Residents generally reported positive experiences of living at the home. They said they received good-quality care and felt supported by staff. One resident compared the care favourably with both hospital care and a previous care home experience. Residents felt able to raise concerns with staff and believed issues were addressed appropriately when they did so. Some problems with laundry services had been experienced previously, but residents felt these had improved. 

Residents said staff responded when they used call bells and helped them access healthcare services when needed, including nurses, doctors, and opticians. They generally described staff as helpful, respectful, and attentive, although one resident mentioned an isolated occasion when a staff member had been abrupt. Some residents felt communication within the home could be improved. 

Feedback about food was largely positive. Residents said their dietary preferences were accommodated and that they could choose whether to eat in communal areas or in their own rooms. They also described participating in activities, including pottery sessions, and reported receiving regular visits from friends and family. 

Healthwatch's observations were also generally positive. Staff were welcoming and checked identification, although the visiting team noted that staff were not expecting the visit and recommended introducing a more formal process for verifying visitor identities. The home was undergoing refurbishment during the visit, which meant some areas were temporarily unavailable. Nevertheless, occupied areas were clean and well maintained, and residents did not report significant disruption from the building work. 

The visiting team observed that residents' rooms were clean, comfortable, and personalised to varying degrees. While one resident appeared less neatly presented than another, both expressed satisfaction with their care. Healthwatch suggested that staff may wish to review whether residents are routinely offered a change of clothing after meals if food has been spilled. 

Overall, Healthwatch Wiltshire concluded that the residents they spoke with were happy living at Henford House and were satisfied with the care they received. Staff were observed to be polite, helpful, and professional, and efforts appeared to be being made to minimise disruption from the refurbishment programme. The home's management welcomed the feedback and agreed to reinforce procedures around verifying visitors’ identification.