Enter and view: Burlington Hall Care Home

Healthwatch Milton Keynes conducted an announced Enter and View visit to Burlington Hall Care Home in November 2018. Semi Structure interviews were used to collect feedback from six residents an done member of staff.

The Enter and View representatives observed that staff were friendly and respectful to residents but there were time constraints leading to limited interactions. There was a varied programme of activities on offer and opportunities for outside visits. However, areas for improvements included that daily routines may not always take account of residents' preferences and that some residents reported that they felt the effects of pressure on staff.

Healthwatch Milton Keynes made recommendations to the service provider including: Ensure processes are in place (and all staff trained) to recognise the signs of loneliness or isolation and to introduce action plans to address them; review processes and daily routines to increase individual choice and empowerment; consider the possibility of creating some small alternative social spaces to encourage informal engagement; consider the introduction of a key worker system to improve continuity of care and even better relationships; consider introducing some evening social opportunities such as film nights, card games, or scrabble to reduce feelings of boredom or loneliness; review laundry processes to reduce the number of items lost or mis-delivered; and continue to monitor the delivery of care, to ensure every resident is treated with sensitivity and respect.

The service provider repsonded positively to the report and suggested ways in which the recommendations could be taken forward.