Enter and View: Optima care – New Heston Road

New Heston Road is supported living accommodation for individuals with complex learning disabilities. Healthwatch Hounslow carried out this Enter and View following concerns from Hounslow Council about the homeliness of the house, the bareness of the outdoor space and some management changes. The visit took place on 25 July 2023.

Healthwatch Hounslow spoke to four of the five residents and got the feedback of one friend/family member via an online survey. Healthwatch Hounslow also engaged the Area Manager, the Quality Manager, a Team Leader and four Support Workers. The report has five key findings and recommendations.

1. Increase and widen the range of activities. All residents had activity schedules for the week, and some were happy with them. But one family member did have concerns that their son was being left for too long in his room and not receiving enough stimulating activities.
2. Clarification of social housing and care provider’s responsibility. There has been some dispute over the responsibilities of the hosing provider and the care provider, particularly around the furnishing of the house and the garden area. This results in lack of improvements to communal areas and residents suffering.
3. Improve the outdoor living area. The outdoor space lacks greenery and nature.
4. Physical training for new staff to the industry. Some of the experienced staff felt newer staff would benefit from more in-person training. Since Covid, most training courses have gone online.
5. Commissioners to review care packages of residents on a regular basis. Many of the staff felt that one resident who received 1:1 24/7 care and support would benefit from 2:1 support. Reviewing care needs and listening to support workers may allow for changes in care packages to reflect the reality of how best residents can have a good quality of life.