Enter and view: Isle Court Nursing Home

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

Healthwatch Shropshire visited Isle Court Nursing Home, on 04/04/2014.

The summary of findings highlighted areas in relation to patient feedback, staff feedback and observation. These findings include five residents told Healthwatch Shropshire that their staff were kind, and we observed some gentle care during the visit. However Healthwatch Shropshire were very concerned to hear a call bell that went unanswered for approximately five minutes despite it sounding next to a nurse in the nurse’s station: the bell was still calling as we left the unit. A nursing staff member at the nurse’s station had informed us that the care assistants respond initially to call bells and call a nurse if it is needed. Potential inconsistency in the application of care plans to support rehabilitation patients: of the two individuals we spoke to, one appeared to be very clear about their pathway for recovery, but the other said they had received no information from the staff.

The recommendations within the report was the home should review and monitor their call bell answering process to ensure it is meeting its purpose. Healthwatch Shropshire recommend Isle Court identifies and implements mechanisms to ensure residents and visitors know how to complain. For example other care homes in Shropshire have posters throughout advertising that people with concerns should either ring the confidential number provided, or tell a member of senior staff. Isle Court may wish to consider introducing Dignity Champions within the home as it can: support all members of staff to understand the concept and deliver dignity in care; and recognise the good practice of individual members of staff.