Enter and view: Centenary House Care Home, Shepton Mallet

Healthwatch Somerset carried out an enter and view visit to Centenary House Care Home in Shepton Mallet on 24 February 2020 to understand residents’ experiences of living in the home and accessing care services. The home had nine residents at the time of the visit, and Healthwatch spoke with five residents, two relatives, the senior care worker and two additional staff members. Overall, residents and relatives were positive about the care provided and praised staff for their commitment, kindness and dedication. 

The visit found a calm and welcoming environment where residents felt safe and well cared for. Residents reported good access to healthcare services, including regular GP visits, community nurses, dental and optician services. They also spoke positively about the quality of food, the support they received from staff and the choices available to them. Relatives felt their family members received good care and appreciated the home's open visiting arrangements and regular communication. 

Healthwatch identified several areas for improvement. The home was in need of refurbishment, with worn décor, damaged flooring and poor signage in some areas. The garden was inaccessible because of safety concerns, there was no activities coordinator in post, and no organised activities took place during the visit. Some residents who remained in their rooms spent long periods without company, while relatives raised concerns about staffing pressures and the absence of the registered manager. 

Healthwatch concluded that staff were providing compassionate care despite operational challenges. Recommendations included improving contingency planning for managerial absence, restoring a structured activities programme, making the garden safe and accessible, continuing refurbishment work, improving signage and bedroom personalisation, and monitoring communal room temperatures to enhance residents’ comfort and wellbeing.