Enter and View: St James House

Healthwatch Blackburn with Darwen undertook an enter and view visit to St James House Care Home on 6 January 2026.  They spoke to 12 people.

St James House appeared clean and sufficiently maintained, with evidence of recent redecoration. Management and staff were approachable and professional, and residents’ basic care needs were being met. However, key areas for improvement were noted, particularly around environmental comfort, resident engagement, and social atmosphere. 

Several environmental issues are highlighted in the report for timely intervention namely the degradation of the downstairs wet room floor and the poor condition of the rear door to the garden. Also particularly noticeable was the temperature in the lounge at the time of our visit. This was identified by both representatives and residents as uncomfortably cold 

Some residents also raised concerns about delays in seeing a doctor and a lack of response to health issues. Likewise, residents reported a lack of stimulation, and they appeared generally disengaged and despondent. .” Representatives considered that opportunities for social interaction whilst delivering personal care and serving lunch were missed, and several residents told us that they did not know the staff names (this could have easily been resolved with staff name tags). Residents who responded to us had mixed views with more positive comments about the staff and the food. Most residents described the food as satisfactory with some bemoaning a lack of choice or imagination. 

The staff who responded to Healthwatch had positive views about the support from management. They reported ample access to training, but it was unclear whether this training was appropriate to support some of the residents. 

Representatives observed that there was a noticeable population of short-term residents on a discharge to assess pathway. The majority of these being ambulatory and younger than the residential elderly cohort. Some of these had mental health needs and the manager said that there had previously been D2A residents with substance misuse issues. 

Observations by Healthwatch staff noted that the resident groups may have competing needs and this is discussed further in the report. Representatives also acknowledge that there are wider systemic considerations in respect of the D2A process. Based on the criteria, the Enter and View Representatives gave the home an overall score of: Amber.