Enter and view: Pelsall Hall Care Home

Healthwatch Walsall carried out an Enter and View visit to Pelsall Hall Care Home, a 41-bed care home in Pelsall. Representatives spoke with five residents, four relatives or carers and four members of staff, while also observing the environment, activities, catering and interactions between staff and residents. Overall, the home was found to provide a welcoming, caring and well-maintained environment. 

The physical environment was observed to be clean, accessible and well presented. The home had spacious communal areas, clear signage, accessible gardens, off-road parking and accommodation across multiple floors served by a lift. Representatives found residents' bedrooms to be in good condition and noted that the home provided opportunities for residents with different levels of independence to live separately while still socialising together. 

Residents spoken to during the visit appeared happy, comfortable and well cared for. All reported being satisfied with their care, praising the quality of the food and the friendliness of staff. Relatives and carers were also largely positive, describing staff as attentive, proactive and approachable. Families reported that staff communicated important information promptly and knew residents well, adapting support to individual needs. One example was given of a staff member identifying signs of a possible stroke and ensuring appropriate action was taken. 

Activities were highlighted as a particular strength of the service. Representatives noted an imaginative and varied programme organised by the activities coordinator, including cognitive stimulation activities, craft sessions, a choir and the use of a "Wishing Tree" to help fulfil residents' personal goals and wishes. Examples included arranging visits from a rescue pony and planning trips to local attractions. The activities programme was identified as an example of good practice. 

Feedback regarding catering was also positive. Representatives observed a well-run kitchen with a five-star food hygiene rating, varied seasonal menus and arrangements in place to meet special dietary requirements. Residents generally spoke positively about the quality of meals, and observations showed that people who needed support at mealtimes received assistance while being encouraged to remain as independent as possible.

A small number of improvements were identified. Relatives suggested that more trips and outings would be welcomed, although poor weather had limited opportunities. Some concerns were raised about consultation processes, with suggestions that more frequent meetings with relatives and carers could improve feedback and involvement. Representatives also recommended promoting the use of hand sanitisers more actively, displaying emergency procedures more prominently and reviewing bathroom safety arrangements. The provider responded positively and agreed to consider the recommendations. 

Overall, Healthwatch found Pelsall Hall Care Home to be an open, hospitable and person-centred service with strong staff-resident relationships, a varied activities programme and positive feedback from residents and families.