Enter and view: Milverton Gates

Healthwatch Coventry carried out an enter and view visit to Milverton Gates Care Centre on 31 August 2016 to gather information about residents’ experiences of living in the home and to assess quality of life, care and support. During the visit, Healthwatch spoke with three residents, six members of staff and four visitors. At the time of the visit, 25 residents were living in the home. 

The home was found to be clean, bright and attractively decorated, and visitors were generally positive about the care provided, describing the home as welcoming and comfortable. Residents said staff treated them with dignity and respect, and visitors spoke highly of staff. However, Healthwatch identified concerns about management oversight, staffing levels and the availability of qualified nursing staff. There was no manager or deputy manager on duty during the visit, and staff reported pressures arising from insufficient staffing levels. 

Healthwatch also found that many residents spent much of their time in their bedrooms, with little evidence of social interaction or activities taking place during the visit. Information provided in the home's promotional materials about activities, outings and social opportunities did not reflect the experiences described by residents and staff. Concerns were also raised about delays in serving meals, limited use of communal dining areas, a lack of dementia-friendly design features, and a security issue relating to access through the rear of the building. 

Healthwatch recommended improvements to staffing and management cover, staff training and support, activity provision, dementia-friendly signage and design, food service arrangements, use of communal and outdoor spaces, and site security. The report concluded that while residents and visitors were positive about the care provided by staff, significant improvements were needed to enhance residents’ wellbeing, stimulation and overall experience of living in the home.