Enter and view: Enterprise House

Healthwatch County Durham undertook an enter and view visit of Enterprise House on 11 September 2024, as they had heard largely feedback about its services.  They spoke to 13 people.

The service users Healthwatch spoke to were generally happy with the support they were offered from Enterprise House; they acknowledged that staff were friendly and accommodating and gave an example of staff really taking the time on the phone to help. However the staff felt that they ‘did not have enough time for users. 

Issues that came up were around ‘follow up support’, ‘confusing user files’, some ‘users did not know if they had a care plan’, user having ‘’difficulty expressing in words’ (linked to potential for complaining) and ‘staff struggling with new I.T. software/system’. On a positive, staff seemed to all have a healthy approach to managing complaints and reassuring users. T

here also seems to be a consistency in offering ways to check that users understand what the service can/will offer, within appointments. Both users and staff feel the site has issues such as not enough rooms, rooms not soundproofed so confidentiality can be compromised, building dirty, either too cold or warm, leaking windows, difference of opinion about car parking, inappropriate waiting area/s and a clear need for another telephone line to accommodate the service continuity. 

The site seen as difficult to get to, but one user liked the idea that the site was ‘out of the way’! Healthwatch County Durham has continued to hear negative experiences from mental Health service users generally around the County, since the Enter and View was carried out.