Enter and view: Catherine Lodge Care Home

Healthwatch Barnet carried out an announced Enter and View visit to Catherine Lodge Care Home in Barnet on 12 December 2023. During the visit, Healthwatch spoke with five residents, six relatives and friends, one staff member and the manager. The home provides residential care for older people, including specialist support for people living with dementia, mental health conditions and sensory impairments. At the time of the visit, the home accommodated 38 residents and had a Care Quality Commission rating of Good across all domains.

Overall, residents and relatives described Catherine Lodge as a warm, friendly and caring home. Staff were consistently praised for being kind, responsive, patient and respectful, with residents reporting that they were treated well and able to exercise choice in their daily routines. Relatives spoke positively about the personalised care provided and said they felt confident that their family members were safe and well cared for. 

The environment was viewed positively. Residents and visitors described the home as homely, clean and well maintained. Healthwatch observed dementia-friendly features, including photographs on residents’ bedroom doors to help with orientation and navigation. The conservatory and communal spaces were seen as welcoming environments that encouraged social interaction. 

Activities were identified as a major strength of the home. Residents participated in games, exercise sessions, social events, faith services and visits from local schoolchildren. Healthwatch observed an exercise activity involving residents and students from a nearby secondary school, which created a lively and positive atmosphere. Residents and relatives reported that the activities programme helped reduce isolation, build friendships and improve wellbeing. Several relatives felt that their family members’ mental health had improved since moving into the home because of the social opportunities available. 

The home was also commended for its strong use of volunteers and community links. In addition to regular visits from a secondary school, the home hosted visits from a primary school, a toddler group and community groups, helping residents maintain connections with people of different ages.

Feedback about food was highly positive. Residents and relatives expressed satisfaction with the quality of meals, and Healthwatch observed residents being offered menu choices and alternatives where required. Staff were seen assisting residents who needed support during mealtimes. 

Clinical care was generally praised. Residents and relatives felt confident that health concerns would be addressed appropriately, and examples were given of residents receiving support with nutrition, exercise and medication management. The home had received a Platinum Award for end-of-life care, and relatives reported improvements in both physical and mental wellbeing after residents moved into the service. 

Staff morale appeared high. The staff member interviewed described good teamwork, low staff turnover and sufficient staffing levels. The manager reported that many staff members had worked at the home for years and that training and supervision were provided regularly.

Despite the positive findings, Healthwatch identified several areas for improvement. Some residents and relatives felt there were limited opportunities for organised outings and trips outside the home. While the home had a large, attractive garden, a number of interviewees felt that residents with mobility difficulties needed more support to access outdoor spaces and community activities. 

Some concerns were also raised around access to healthcare. A small number of relatives reported difficulties obtaining face-to-face GP appointments, with consultations often taking place by telephone. Challenges accessing NHS dental services were also highlighted, particularly for residents with limited mobility. The manager additionally raised concerns about receiving incomplete or inaccurate information from hospitals when residents were discharged into the home, which sometimes resulted in inappropriate admissions. 

Healthwatch also observed one instance where a staff member entered a resident's room without knocking and waiting for permission, despite residents generally reporting that their privacy was respected. This prompted a recommendation to reinforce good practice around privacy and dignity.

The report made four main recommendations: increasing support for residents to participate in outside trips and activities, ensuring all staff have up-to-date DBS checks, reinforcing procedures around knocking and waiting before entering residents’ rooms, and discussing with residents possible improvements to the environment and activity schedule, including opportunities for gardening and more informal social time between organised activities. The home responded positively and reported that action had already been taken on several recommendations. 

Overall, Healthwatch concluded that Catherine Lodge was a caring, well-managed home that provided person-centred support in a friendly and sociable environment. Particular strengths included staff attitudes, personalised care, volunteering partnerships, community engagement and the extensive programme of activities available to residents. Areas for improvement were mainly related to outdoor access, trips, privacy procedures and access to external healthcare services.