Enter and view: Charleston House Care Home

Healthwatch Lambeth gather information on people’s experiences of health and social care services and there are times when it is appropriate for Healthwatch Lambeth to see and hear for themselves how services are being delivered: these visits are called ‘Enter and View’, they are not inspections.

Healthwatch Lambeth visited Charleston House on Thursday 17 April 2014.

The summary of findings highlighted areas in relation to patient feedback, staff feedback and observation. Healthwatch Lambeth asked the residents to identify one area they would like to change, to improve the service at Charleston House and they identified the following: I want to get up earlier; I don’t want to rot in bed until 11.00am because my carer is working elsewhere; I want more social activities; I want us to all talk more, for there to be more social interaction. I want better vegetarian food; Nothing – I am quite happy; I want it to be better adapted for wheelchair users; I want more independence so I can cook my own food; I want more exercise; more staff.

Healthwatch Lambeth recommend that the cleaning programme for the front of the building and car park should include regular checks of this area. A check should be made with the relevant authorities that the correct procedures for disposing of latex gloves is being undertaken and that those staff who have to use disposable gloves have been provided with the relevant guidance. There should be a review of the private and communal areas, including the garden. The review should involve the current residents who are wheelchair users so that individual adaptations can be identified to improve the quality of their personal and communal living environment. Current and future residents should be consulted as to whether they would be willing to pay for internet services. Residents should receive individual copies of minutes and decisions made about the running of the service in order that those unable to attend the meetings are kept informed. Also a record of all meetings should be available to the residents for reference purposes in the communal areas. Action should be taken to ensure that at all times residents are informed and consulted of intended changes in the service. As residents are contributing financially to the lunchtime meals their views should be regularly sought in respect of future menus. Particular attention should be taken to recognise the needs of ethnic and cultural minorities and to ensure that the meals maintain and improve the health and wellbeing of the residents. A discussion should be undertaken with the residents and any of their relatives about providing opportunities to shop for themselves, in order to improve their choice about the food they eat. Consideration should be given to inviting a representative from a local supermarket to a meeting with residents to discuss how online shopping and home delivery services might work for them.