Enter and view: Nazareth House

Healthwatch Barnet conducted an announced Enter and View visit to Nazareth House, on 4th November, 2016. As a residential home run by a charitable trust connected to the Catholic Church, Nazareth House is adjacent to a convent with a community of sisters that support the residents.

The report highlights the following: the residential home was kept clean; well laid out, dietary requirements were considered when preparing food and a regular meal time audit was in place; residents spoke positively of activities, such as being able to attend mass, go out with family, use their iPad to contact relatives, and read the news. End of Life support was described as good and there were regular visits from GP, chiropodist and optician.

Additional issues were raised such as, staff shortage sometimes makes it difficult for residents to receive support when they want to get up and leave their beds for breakfast or go to sleep. One resident commented that sometimes they stay too long in bed “I would prefer to get up earlier” and “they need more staff at night.” Some negative comments were received about the laundry system being "chaotic” and “items always going missing.” however the Manager commented that a new system had been put into place. When the residents and relative were asked about being involved in the care plan there was a mixed response. One relative disappointedly said “no one seems to know what is going on.” The home faced some issues surrounding discharge from hospital, such as residents being discharged without summaries and one sent to the home with a pressure ulcer. A few residents and relatives shared their frustrations with the lack management of hearing aids.

Most relatives were happy with the cleanliness in the home and the range of activities.

Mass was held daily. All the food was prepared on site, including for special diets. Most residents and relatives said they found the food very good, well cooked and well served.

Many of the relatives were very satisfied that they had a say in how the home was run day to day. Most relatives seemed to know how to complain if needed to.

When asked the relatives what they like about the home, some commented “the staff are friendly” others said “The Spiritual aspect, presence of priests and sisters.”

To improve the experience, they suggested things like “quicker response time when call button used.”

The majority said they would recommend this home to friends/relatives.

The Healthwatch team found the home to be clean and bright with a welcoming atmosphere.

However they made several recommendations based on the feedback received that would improve life for many residents, including: review the care planning process by involving both residents and relatives more, to review staffing to provide more support to the residents at bed time and in the morning, to review the process of managing hearing aids and to also review the arrangements for laundry.

In response, an action plan is in place to contact families to join in the care planning process, and the home will revaluate the residents’ preferences for bed time and when they wish to get up. The Manager said to have placed guidelines to review the management of the hearing aids, and a new laundry system with labelled clothing will be advised.

Barnet CCG also responded to the alert recommended by Healthwatch Barnet about the lack of discharge summaries following discharge from hospital at this home.