Enter and view: Lakeview

Healthwatch Telford and Wrekin carried out a semi‑announced Enter and View visit to Lakeview Residential Care Home on 22 August 2025. The purpose was to speak with residents, staff, and management, observe the environment, and gather feedback about the quality of care and day‑to‑day life.

The home was found to be clean, welcoming and well‑maintained, with attractive gardens, bright communal areas, a cinema room, café space, sensory room and activity boards. Some odours were detected in parts of the building, and inspectors noted that dirty laundry had been left in communal spaces, creating an infection‑control concern.

Lakeview can accommodate 60 residents and was nearly at full capacity during the visit. Residents have a range of needs, including dementia and physical disabilities. The home receives regular GP and nurse practitioner visits but reported difficulties accessing dental care. Staff are trained in oral health and a range of external providers support vision and other health needs.

The building is spread over three floors with lift access throughout. Residents are able to personalise their rooms, and a Sunday service is available. Inspectors observed mainly positive interactions between staff and residents, but witnessed an incident where a resident on one‑to‑one care was left sleeping with uneaten lunch and clothing not adjusted for dignity. The carer involved was an agency worker not arranged by management.

Staff reported feeling well supported and proud to work at Lakeview. The home had recently been recognised as the best performing Sanctuary Care home in the West Midlands. However, hospital discharges were described as problematic—often occurring late at night and without necessary medication or equipment. Inspectors also heard of a resident who had been waiting three years for a specialised chair.

Additional concerns included a failed hospital transport arrangement that resulted in a resident missing an appointment, and a staff member wiping up a spillage without gloves.

Residents and relatives receive information through electronic care plans, Facebook updates, noticeboards and regular meetings. Residents generally felt able to make choices about meals, activities and daily routines. Activity options include group sessions, live entertainment, gardening and one‑to‑one engagement. Feedback mechanisms are well established, and minor issues are resolved quickly.

Residents shared a mix of comments, with many expressing high satisfaction, while a small number said they did not feel fully at home.

The report concluded with recommendations to:

• Ensure all staff wear name badges.
• Keep date and weather boards updated.
• Reinforce expectations around maintaining dignity and supporting mealtimes, including for agency and bank staff.
• Ensure dirty laundry is immediately placed in laundry areas.
• Improve compliance with infection control procedures for all staff.

Provider feedback was also included at the end of the report.