Enter and view: Clovelly House

Healthwatch Barnet carried out an announced Enter and View visit to Clovelly House Residential Home on 11 May 2016. Clovelly House is a 48-bed residential care home in Finchley that primarily supports people with advanced dementia, brain injuries and other complex health conditions, although it does not provide nursing care. At the time of the visit, 47 residents were living in the home. 

Overall, Healthwatch found Clovelly House to be a clean, welcoming and well-run home with a calm and inclusive atmosphere. Residents, relatives and staff spoke positively about the quality of care, and Healthwatch were particularly impressed by the strong relationships between staff, residents and families.

The home was created from five converted houses and contained several lounges, dining areas and personal living spaces. Most bedrooms had en-suite facilities and residents were encouraged to personalise their rooms with furniture, photographs and other belongings. Healthwatch noted that the home was exceptionally clean, free from unpleasant odours and enhanced by the presence of a resident dog, which many people enjoyed.

Care planning arrangements were comprehensive. Residents underwent detailed assessments before admission, with information gathered from families, healthcare professionals and social workers. Care plans were computerised, updated daily and formally reviewed on a regular basis. Relatives reported being involved in care decisions and receiving frequent communication about any changes to treatment, medication or appointments. The home also developed end-of-life care plans with residents and families and held accreditation under the Gold Standards Framework for end-of-life care. 

Healthcare support was well established. The home retained a GP who visited weekly and reviewed residents’ wellbeing, care plans and medication. Residents also had access to opticians, dentists, chiropodists and hairdressing services. Staff monitored nutrition, hydration and skin integrity closely through a computerised monitoring system, and special equipment was available for residents at risk of pressure damage.

Staffing levels were generally considered sufficient. The home employed experienced care workers and supplemented these with agency and bank staff when needed. Staff and relatives described the workforce as patient, calm and caring. Healthwatch observed that staff treated residents with dignity and respect and usually gave them choices wherever possible. 

Training provision was extensive and included dementia care, safeguarding, moving and handling, hygiene, mental health awareness and end-of-life care. However, inspectors observed one occasion where a staff member lacked confidence in managing challenging behaviour associated with dementia and required support from a more experienced colleague. As a result, Healthwatch suggested that some staff would benefit from additional dementia-specific training. 

The home offered a varied programme of activities led by a dedicated activities coordinator. Activities included music, exercise, quizzes, arts and crafts, reading, shopping trips, walks, virtual reality experiences and religious services. The inspectors observed residents participating enthusiastically in music and movement sessions. Some relatives felt there could be more activities aimed at male residents and suggested greater use of opportunities such as sports viewing. 

Food provision was viewed positively. Menus with photographs were displayed throughout the home, alternative meals were available and residents could choose to eat in dining rooms or in their own rooms. Inspectors noted that residents received assistance respectfully and in a timely manner when required. Drinks were available throughout the day and nutritional intake was monitored carefully.

Engagement with residents and relatives was a key strength of the home. Monthly meetings were held, surveys were conducted and relatives reported that managers and staff were approachable and responsive. Several relatives praised the personalised care their family members received, including examples of staff going beyond routine expectations to support residents and families. 

Healthwatch concluded that Clovelly House provided a positive and caring environment with sufficient staffing, strong family involvement and a wide range of activities. Recommendations included identifying staff who would benefit from further dementia training, introducing more male-orientated activities, supporting residents who wished to spend more time in the garden, and ensuring complaints and compliments records were kept fully up to date. 

The home accepted the recommendations and noted ongoing refurbishment work, while reaffirming its commitment to maintaining high standards of care and engagement with residents and families.