Enter and view: Austenwood

Healthwatch Bucks conducted an Enter and View to Austenwood care home, on 18th October 2017, as part of their role to make sure that the residents are treated with dignity and respect. The home was informed two weeks in advance about the visit but they were not told the exact time or date.

The team of volunteers and staff talked to 5 residents, 1 staff member 4 visitors and observed another 21 while visiting the home. Overall staff interacted well on a personal and professional level with everyone in the home they were praised as being “very good”, “very nice and caring” and as one visitor put it, “the way they engage with residents is really amazing”. Residents were also offered a great deal of choice and their decisions were respected, whether it was about wearing a bib while eating or going to bed when they wanted. Relative commented on being always included and constantly consulted. The menu showed two choices at every meal with the possibility of a third at the request of a resident. Staff seemed to use I-pads to record and check information, so no paper files were seen left on tables for anyone to access. The inside of the home was bright, warm, clean and clutter free. The homely and welcoming feeling was throughout and there was a code to get into the front door. The privacy of the residents was highly respected by drawing curtains when personal care was given. The team didn’t find an activity planner posted and assumed that could be because the activity coordinator was on leave.

Recommendations included:

• To make the daily blackboard menu clearer, and the writing on the weekly menus larger.

• To continues to develop the I-pad pictorial menu for those who would find it easier to choose meal options via pictures.

• To post an activity timetable on the noticeboard.

The service provider responded thanking them for the positive report. They went on to correct a ‘factual inaccuracy’ which was mentioned in the report when commenting there was ‘no activity timetable’. The latest timetable was sent to Healthwatch Bucks and it was explained that it was available on the noticeboard at the time of the visit and despite the absence of an activity coordinator, activities do continue as they have a team of volunteers and a temporary activity coordinator present. They will continue to develop the use of the iPad for a pictorial menu, and will ensure that the menu on the blackboard is made clearer.