Enter and view: Friary Lodge

Healthwatch Barnet carried out an Enter and View visit to Friary Lodge on 9 December 2019. Friary Lodge is a residential care home for up to 15 older people, including some residents living with dementia. At the time of the visit, 10 residents were living at the home. 

Overall, the report found Friary Lodge to be a well-run, clean and homely care home providing high-quality care. Residents and relatives consistently praised the service, commenting positively on the caring staff, the cleanliness of the home and the supportive environment. All residents and relatives interviewed said they would recommend the home to others. 

The home was described as exceptionally clean and well maintained, with residents able to personalise their rooms. The manager and staff were seen as compassionate, approachable and committed to residents’ wellbeing. Staff reported feeling well supported, adequately staffed and happy in their roles. Relatives also felt staff had the right skills and experience to meet residents’ needs.

Staff training included mandatory courses delivered face to face, alongside specialist training tailored to residents’ needs, such as diabetes care, incontinence care and stoma management. The home operated regular supervision and appraisal arrangements and maintained an open-door culture for staff support.

Residents benefited from comprehensive healthcare support. The GP visited weekly, medication reviews were undertaken regularly, and residents had access to opticians, chiropodists and end-of-life care support through North London Hospice. However, the report noted difficulties accessing community dental services because visiting dentists were no longer available and waiting times for dental appointments were long. Access to hearing-aid services had also become more difficult because residents had to travel to Finchley Memorial Hospital for appointments.

Healthwatch found that care planning processes were robust, with assessments taking place before admission and personalised care plans developed for each resident. However, some residents were unaware that they had care plans and some relatives said they had not been involved in care planning discussions. The report recommended improving communication about care plans and increasing involvement of residents and their families.

The home supported residents’ independence and privacy, and relatives confirmed that residents could make everyday choices such as when to get up and how they wished to spend their time. Residents consistently reported feeling respected and well cared for. 

A concern was raised regarding hospital discharge arrangements. The manager reported occasions when residents were discharged from hospital with inadequate documentation, including one case where a resident returned without essential discharge papers. Concerns were also raised about hospital-acquired infections and the challenges these issues created for continuity of care.

Residents had access to a variety of activities, including music therapy, reminiscence sessions, yoga, arts activities, visiting entertainers, religious services and local outings. The smaller size of the home allowed staff to spend time socialising with residents, although one relative suggested that a wider range of activities could be offered. 

Residents and relatives were very positive about the food. Menus were discussed at resident meetings, alternative choices were always available, and dietary needs were accommodated. Food and fluid intake were carefully monitored, and residents appreciated being able to request drinks and snacks throughout the day. 

Feedback mechanisms included annual quality assurance surveys and monthly residents’ meetings. Relatives felt listened to and generally maintained regular contact with staff and management. However, some relatives were unaware that they could attend residents’ meetings. 

Healthwatch concluded that Friary Lodge provided excellent care and supported residents effectively. Recommendations included improving Wi-Fi access throughout the home, ensuring relatives were aware they could attend residents’ meetings, increasing awareness and accessibility of care plans, improving access to dental services, and exploring support for residents wishing to attend church services. Healthwatch also committed to raising concerns with commissioners about hospital discharge procedures, access to dental and hearing services, and delays in local authority payments to care homes. 

In response, the manager reported that a Wi-Fi booster had been installed, relatives had been invited to meetings, care plans were being reviewed with residents and families, and efforts had been made to improve access to dental care and religious support. The home welcomed the report and reiterated that residents’ wellbeing remained its highest priority. ]