Enter and view: Abbey Care Complex

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

Healthwatch Redbridge visited Abbey Care Complex on Thursday 22 March 2018.

The key findings highlighted areas in relation to patient feedback, staff feedback and observation.

The report contains 4 recommendations. Healthwatch Redbridge suggests the home review its Deprivation of Liberty Safeguards6 policy. Healthwatch Redbridge felt that residents, where they had capacity, should be able to use the lifts independently. A ‘blanket ban’ should not be in place. The complaints procedure should be provided on the noticeboard so that residents and their relatives are aware of the process for reporting a complaint. If possible, this procedure should be available in an easy to read, simplified format. Healthwatch Redbridge are pleased that all staff members have a uniform and name badge but it would be good practice for the name badge to be printed in a larger font size making it easier for residents to read them. Although it was good practice for the staff member to wear a bib informing visitors and residents that were not to be disturbed; to reduce risks of a possible medication error occurring, the medication round should involve two staff members.