Enter and view: Waterside Care Home

Healthwatch Sandwell carried out an Enter and View visit to Waterside Care Home in Tipton as part of its 2019/20 programme to understand residents' experiences, assess whether care was person-centred, and gather feedback from staff and relatives. The home provides nursing, convalescence, palliative and respite care for up to 59 people and had previously been rated Good by the Care Quality Commission across all inspection domains. 

The home was found to be clean, well maintained, welcoming and appropriately decorated. Residents had their own en-suite rooms, and communal areas were bright, spacious and included facilities such as activity boards, a memory tree, a fish tank and accessible garden spaces. Healthwatch noted that the environment promoted comfort and engagement for residents. 

Healthwatch spoke with nine residents during the visit. Residents generally expressed positive views about the care they received, stating that staff were supportive, helpful and treated them well. Observers saw staff interacting with residents in a friendly and respectful manner and regularly assisting with drinks and personal care. Residents also reported having opportunities to take part in activities and local outings, supported by two activity coordinators.

Feedback about food was mostly positive. Residents said there was usually a choice of meals and drinks were readily available. However, some residents described the food as variable in quality, and it was noted that after 6.30 pm residents were offered cold "snack pack" style meals because the chef was no longer on duty.

One resident reported that waiting times for assistance to use the toilet could occasionally be lengthy, ranging from 30 minutes to an hour, although they recognised that staff were often busy. 

Staff members interviewed were positive about working at the home and demonstrated a good understanding of residents' care plans. They reported receiving appropriate training and stated that staff turnover was low, with no agency staff having been used for four years. However, one staff member acknowledged that residents sometimes had to wait longer than preferred for assistance during busy periods, particularly because many residents required support from two staff members when being moved with hoists. 

Limited feedback was received from relatives. The one questionnaire returned suggested concerns about staffing levels and delays in responding to residents' personal care needs. Despite these concerns, the relative considered the home generally safe, felt residents were mostly treated with dignity and respect, and rated the home 7 out of 10 overall. 

The manager reported that residents had access to a range of healthcare services, including local GP practices and specialist community support teams. Between January and September 2019, the home had received 14 complaints, many from a single family member, all of which were resolved internally without escalation.

Overall, Healthwatch concluded that Waterside Care Home appeared to be well run and that residents were treated with dignity, respect and kindness. The report highlighted a positive culture of encouraging activity and independence. However, because concerns were raised by a resident, a staff member and a relative about delays in responding to personal care needs, Healthwatch recommended that the manager investigate response times and review whether staffing levels were sufficient to meet residents' needs effectively.