Enter and view: Abbey Court Care Home, Staffordshire

Healthwatch Staffordshire conducted an Enter and View visit on Abbey Court Care Home, a nursing and residential care home with 50 places caring for adults over 65 years old, on 26th July 2017.

The purpose of the visit was to follow up on the findings of a CQC report which highlighted some areas for improvement – in particular staff levels, knowledge of resident’s dietary needs, the variety and presentation of meals.

Observation by the Enter and View representatives reported:

- externally the name board cannot be seen easily from the road and parking within the grounds is limited;

- internally, an odour of urine was noted when entering though the building was well maintained and the corridors were free from clutter;

- staff rotas have been changed to allow for shift overlaps during busy times and there is an ongoing recruitment campaign;

- there are two activity coordinators/social therapists and a monthly budget exists for activities;

- two agencies are used when needed and the same staff requested to ensure continuity for residents;

- residents can choose whether to sit in their rooms or in the lounge, they also have access to the patio area where they can grow plant s in the greenhouse;

- relatives are provided with an information pack which contains information on how to complain if necessary;

- the kitchen has a 5 star hygiene rating and a choice of menu is provided; a new rota system means extra staff are available at meal times in case residents need assistance with eating/drinking;

- staff training is done in-house and from outside agencies;

- the home was waiting on Social Services to complete Deprivation of Liberties (DoLs) assessments;

- medicine storage issues noted by the CQC report have been resolved;

- nutrition charts are kept up to date and significant weight loss is reported to the GP;

- computerised care plans are used and staff are trained on how to use tablets.

The Enter and View representatives noted several areas of concern including:

- a resident whose hair appeared not to have been combed for some time;

- the Sluice room and ironing room were not locked;

- in some rooms and corridors there was quite a strong smell of urine.

The overall impression was that staff were working hard to address issues highlighted by CQC with some resolved and some a work in progress.

One resident commented that the care was rubbish and the carers were rough. Another resident commented that she was happy with everything.

One visitor commented that they had no issues with the care received by his relative at the home.

Staff were welcoming and commented that they are aware of how to report concerns/abuse.

The following recommendations were made:

- the programme of removing carpets should be completed as soon as possible to address the strong urine smell to the left of the Office;

- commodes should be removed from the bedrooms and put elsewhere during the daytime and spare commode pans should be stored appropriately;

- if residents insist on having their own commode in their room continually, then there should always be a lid on it.

A follow up visit in six months was proposed.

During the visit the Manager and Clinical Lead promised to act on findings immediately where possible. After the visit, the owner responded to the issues raised in the report including addressing the concerns related to specific residents, promising to take action on issues identified through food surveys and addressing issues raised regarding commodes, the sluice room, biscuit availability and the changing of carpets to remove the urine smell.