Enter and view: LakeView, Telford

An announced visit and part of Healthwatch Telford and Wrekin programme of work on dementia and ‘Dignity and Respect’ in health and care settings and in response to evaluations of feedback received from community engagements, and service provider/local council/Care Quality Commission (CQC) liaisons and requests.

3 staff, 8 residents, 2 relatives/visitors/carers present with the residents at the time, to ask them about their views and experiences of the care services.

Findings:

Residents and relatives said:

• Care given was person centred supporting the dignity and respect of residents.

• “It feels like a hotel; good food and the staff are so kind and helpful.”

• The staff are “very good they make you feel part of the family, if I do have a problem it’s sorted very quickly. I can come and visit day and night, I’m always welcome.”

• Visitors can come and go as they please (must sign in and out) and friends are made welcome, they even stay for lunch!

• Good staff interactions with residents with lots of reassurance in calm manner. Distraction tactics used for agitated residents.

Staff said:

• They feel supported by management, it’s a good place to work.

Recommendations:

• Review the complaints procedure, the mechanisms for providing information to relatives and residents and ensure this is communicated as needed.

• Explore making regular use of the new Library Services for the residents, especially offerings for people living with dementia.

• Continue to encourage relatives to attend and contribute at Residents and Relatives meetings.

• Continue fund raising to support the provision of additional tablets/iPads to further enrich resident activities and expand their contact with family members.

• Consider re-starting a Dementia Café in the Home, invite the local community into the home for these occasions with an invitation to attend and support the launch.

• Review the services provided to ensure the needs of residents are being met as needed.