Enter and view: Bedford Charter House Care Home

Healthwatch Bedfordshire conducted an Enter and View visit to Bedford Charter House Care Home on 4 February, 2015, at which time it was also visited by the CQC who were commissioning a new building that the care home was relocating to on a site adjacent to the current home. The purpose of this visit was to gather information in terms of the quality and nature of the home. This report is based on ‘The 15 step challenge – what to look out for.’ Charter House also provides respite care and home from home care.

Due to the upcoming move the care home was in a state of flux getting ready for a big change affecting the staff and especially the residents. Staff were polite and helpful throughout the visit. The home was clean and tidy and felt homely and welcoming. Handrails to assist residents to move around easily in corridors were on both sides of every corridor. All the staff are SOVA trained and some had training in Dementia care, with most training occurring in -house.

Many residents expressed concern and distress over the move from the existing care home, however, it was reassuring to know that extra staff were going to be available during the move in order to support the residents.

During the visit the team observed how the staff supported residents in a calm and caring manner.

Several notice boards were displaying up to date information about a range of activities and services available. Overall the team felt that the home offered a high standard of care to residents and valued and supported the staff teams. The care home is keen to improve the relationship with Bedford Hospital for the wellbeing of residents, and to overcome the challenges of late discharges and late arrival of equipment.

Several recommendations were made by Healthwatch:

• Bedford Charter House should continue to work in partnership with Bedford Hospital to develop and support a positive discharge experience from hospital care.

• A quick and efficient move to the new building, or pictures and virtual tour of the building should to be done to allay fears about the move.

• A warning sign on an upstairs staircase to be put up with immediate effect.

• The assessment for continence products should continue to be discussed particularly in terms of the impact this has had in relation to the dignity of residents.

• The home should send information on the home from home service, the operational policy and confirm staffing levels on night shifts to Healthwatch Bedford Borough