Enter and view: Frome Care Village

Healthwatch Somerset carried out an enter and view visit to Frome Care Village on 9 June 2015 to understand residents’ experiences of living in the home and accessing health and social care services. The home could accommodate up to 60 residents and was around two-thirds occupied at the time of the visit. Healthwatch spoke with residents and staff, although the report did not specify how many people were interviewed. 

The visit took place during a period of significant change following concerns raised in recent inspections. Healthwatch found staff to be welcoming, caring and respectful, and observed positive interactions with residents. Residents generally spoke positively about the quality of care, food and activities, while staff demonstrated a good understanding of residents’ preferences and needs. The team identified examples of good practice, including volunteer involvement, prompt responses to call bells, a varied activities programme and efforts to provide meaningful activities for people living with dementia. 

Healthwatch noted that the environment, particularly within the dementia care unit, required improvement. New management outlined plans to redesign the service around emotional and dementia-focused care, including creating smaller household environments, improving outdoor spaces, reinstating memory boxes and providing specialist staff training. Concerns were also raised about limited transport options, a lack of suitable activities for some male residents, the absence of hearing loop facilities, and poor communication during some hospital discharges. 

Healthwatch concluded that residents appeared comfortable and well cared for and that the new management team was committed to making substantial improvements. Recommendations focused on enhancing the environment for people living with dementia, improving hearing support and internet access, strengthening resident and family involvement, expanding activity choices, improving transport options and addressing communication issues around hospital discharge arrangements.