Enter and view: Baxendale Care Home (mealtime)

Healthwatch Barnet carried out an Enter and View visit to Baxendale Care Home on 21 March 2018 to assess residents’ mealtime experiences. The home, which accommodates older people including residents with dementia, was reviewed specifically to examine the quality of dining arrangements, nutrition, hydration and support during meals. 

Overall, the report found that Baxendale provided a positive and respectful mealtime experience. The dining environment was calm, relaxed and unhurried, and residents were encouraged to eat at their own pace. Dining rooms were attractively furnished, tables were well presented, and residents could choose to eat in communal areas or in their own rooms if preferred.

The home operated three dining rooms, including a dedicated dining area for residents with dementia. In the dementia unit, the environment incorporated dementia-friendly features such as contrasting colours, deep bowls and calming background music to support residents during meals.

Meals were prepared on site, and residents were offered a choice of dishes from a weekly menu with additional alternatives available if preferences changed. Staff demonstrated flexibility in responding to residents’ needs and preferences, and specialised diets could be accommodated. Monthly meetings between residents and the chef allowed residents to influence menus and provide feedback on food.

Healthwatch observed that staff supported residents professionally and compassionately. Care staff assisted people with mobility needs, helped residents to eat where required, encouraged food intake appropriately and maintained a respectful and friendly approach throughout the meal service. Staff were attentive without disrupting residents’ dining experience. 

Hydration was well supported, with water and juice available throughout meals and during the day. Food and fluid intake were monitored for residents who required additional nutritional oversight. 

Residents were generally satisfied with their mealtime experiences but expressed mixed views about the food itself. The most common criticism was that meals could be bland and lacked flavour. Some residents felt the food resembled institutional catering rather than home cooking, while others described it as good or satisfactory. Several residents also commented that food was sometimes not served hot enough, particularly in the third-floor dining room where meals were transported from the main kitchen. 

The report highlighted some opportunities to improve the dining experience. Healthwatch observed that disposable napkins and bibs sometimes deteriorated before meals finished, causing inconvenience and appearing untidy. The team also noted that pureed meals for residents with swallowing difficulties could be made more visually appealing through the use of food moulds. 

Residents suggested additional improvements including access to self-service hot drinks, cooled water dispensers and better-quality coffee. Healthwatch also recommended ensuring that meal descriptions were clear so residents fully understood what they were ordering after one resident received a fish dish that differed from their expectations. 

Healthwatch concluded that Baxendale offered a pleasant and dignified mealtime experience supported by caring staff and a welcoming environment. Recommendations included improving the temperature of meals when served, reviewing seasoning and flavouring options, considering improved napkins, exploring self-service refreshments, improving menu descriptions, and developing the use of moulds to enhance the presentation of pureed food. 

In response, the home reported that additional measures had been introduced to ensure food arrived hot, new menus had been implemented with more detailed meal descriptions, and specialised texture-modified foods were being purchased for residents requiring pureed diets. The home also noted that kitchen facilities were already available for residents and visitors and that residents’ views on food flavour continued to be regularly reviewed.