Virtual visit: Cedars Care Centre

Healthwatch Barnet conducted a virtual Enter and View visit to Cedars Care Centre in May 2021 to review how the home was operating during the COVID-19 pandemic. The team spoke with eight staff members, three residents and twelve relatives. At the time of the visit, Cedars was caring for 39 residents, the majority of whom were living with dementia. 

Overall, the report concluded that Cedars was providing good-quality care and was a well-managed service that met residents’ needs. Residents and relatives spoke positively about the care provided, were generally satisfied with the food, and said they would recommend the home to friends and family.

The home was found to have stable staffing arrangements following successful recruitment to address vacancies that had arisen during the pandemic. Staff generally felt supported by management and described Cedars as a family-like environment where teamwork was strong. Staff wellbeing initiatives included flexible working arrangements, recognition schemes and access to management support. 

Staff undertook a comprehensive training programme, including the Care Certificate, mandatory safeguarding training and ongoing professional development. Training compliance rates were generally high, and staff reported feeling confident in responding to safeguarding concerns.

The report noted some concerns regarding staffing pressures. While staffing levels were considered safe, some staff felt additional carers would be beneficial at times, particularly to allow more one-to-one interaction with residents. Staff also reported that formal supervision sessions did not always take place as regularly as expected, although they felt able to approach management for support when necessary.

Residents were supported by a dedicated GP service and had access to specialist healthcare professionals including community matrons, tissue viability nurses, dietitians and mental health specialists. End-of-life care was supported by North London Hospice. However, some issues were raised regarding access to physiotherapy, dental care during the pandemic, and delays associated with virtual assessments for pressure sores and Deprivation of Liberty Safeguards (DoLS) applications.

Care planning was described as personalised and regularly reviewed. Residents and relatives were encouraged to contribute to assessments and reviews, although some relatives reported not being fully involved in care planning discussions. Healthwatch recommended that relatives should better understand the role of care plans and have access to copies where appropriate. 

The home offered a varied programme of daily activities that had been expanded during the pandemic to compensate for restrictions on outings. Activities included bingo, quizzes, gardening, exercise sessions, reminiscence work, music, cooking and crafts. Relatives particularly praised the activity coordinator for providing valuable one-to-one engagement with residents. However, Healthwatch found that more personalised social interaction could benefit some residents, especially those remaining in their rooms.

Residents were generally satisfied with meals, and the home catered for a range of dietary, cultural and medical requirements. Relatives praised the quality of food and menu choices, although a small number suggested improvements to meal variety and drink options. 

Cedars appeared to have managed the COVID-19 pandemic effectively. The home maintained infection control procedures, regular testing programmes, vaccination uptake among residents and staff, and arrangements to support contact between residents and relatives through telephone, video calls and socially distanced visits. Relatives appreciated the communication and support provided throughout the pandemic.

Feedback from residents and relatives was overwhelmingly positive. Families described staff as caring, knowledgeable and approachable, while residents reported feeling safe and well looked after. Some relatives commented that the building could benefit from modernisation, but they remained satisfied with the quality of care. 

Healthwatch Barnet concluded that Cedars provided a high standard of care and maintained strong relationships with residents and families during a challenging period. The report made four recommendations: to restart resident and relative satisfaction surveys, increase opportunities for one-to-one staff interaction with residents, ensure regular staff supervision and appraisals, and improve communication with relatives about care plans and access to them. 

In its response, Cedars emphasised that staffing levels were maintained safely throughout the pandemic and that supervision arrangements continued through both formal and informal support mechanisms. The home acknowledged the recommendations and provided additional context regarding its practices and procedures.