Enter and view: Mill Hayes Residential Home, Staffordshire

Healthwatch Staffordshire conducted an Enter and View visit on Mill Hayes Residential Home, a residential home with 16 places caring for adults under and over 65 years with varying needs, on 10th August 2017.

The purpose of the visit was to follow up on the areas highlighted as in need of improvement by the June 2016 CQC report – in particular:

- the maintenance of the environment;

- staff planning;

- lack of activities and staff interaction with residents;

- protecting residents’ dignity and ensuring accuracy and review of care plans;

- managing risk of infection.

The Enter and View representatives reported:

- externally the building is easily accessible, the outdoor space is in need of some maintenance;

- internally the appearance is shabby with a great deal of refurbishment needed – which is unlikely to happen until the sale of the home has been completed; the hallways were clean and uncluttered though health and safety issues were identified in two bedrooms;

- some of the repairs required by the CQC have taken place;

- there is a serious problem with the roof and a leak was pointed out by the Manager;

- agency staff are not used;

- a hairdresser visits once a week;

- the manager assured them that staff try their best to maintain privacy and dignity when personal care is taking place; staff always knock before entering the room;

- the manager assured them that care plans are compiled upon admission in consultation with residents and family; residents meetings are held;

- bedrooms are small and tidy, with a bell within reach of the bed; rooms too small for relatives to sit and chat in;

- there is no dedicated activity coordinator; there were no activities taking place during the visit; birthday and Christmas parties are arranged;

- there was no notice board displaying the menu choice; two hot meal choices are available and are changed daily; they were assured that kitchen staff are aware of special dietary needs;

- staff training is done annually over a 2 week period by an independent company;

- staff levels appear to be adequate;

- the Manager said Social Services are not referring to the home at the moment.

Representatives were not able to speak to residents during the visit as most were asleep or having personal care.

There were no relatives to talk to during the visit.

One staff member commented that she felt supported by management, training was adequate and she knew how to report abuse, record accidents.

The report made urgent recommendations with regards to:

- repairs to the roof;

- repairs to the bathrooms;

- the garden area being made safe for residents.

Several other recommendations were made in relation to:

- replacing interior plaster damaged by the roof leak;

- general refurbishment including replacing damaged floor coverings, updating bathroom fixtures, redecoration;

- clearing out the small room to use as a quiet room;

- making call bells accessible when the resident is out of bed;

- addressing the lack of activities using Healthwatch Staffordshire’s report entitled “Living not Existing – The importance of meaningful activities in care homes”;

- a follow up visit in six months.

The provider responded to several points made in the report including:- car parking, personal touches in bedrooms, concerns of ambulance staff when transporting residents at night, notice board display of menus and events, roof repairs and the upcoming change of ownership affecting the progress of refurbishment plans.