Enter and view: Ellesmere House

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

Healthwatch Shropshire visited Ellesmere House, on 27/08/2015.

The summary of findings highlighted areas in relation to patient feedback, staff feedback and observation. These findings include the building is very old with an internal design that does not provide much flexibility in use. One toilet is too small to ensure privacy when two people are inside. The home is currently undertaking building work to improve the facilities on the ground floor. The furniture in the large lounge is not arranged in a way to promote interaction between residents. Residents are offered choices in respect of the menu, activities to engage with, personalisation of their bedrooms and flexibility in their daily routine e.g. the time they get up. The home is not decorated or signed in a way that reflects best practice in relation to supporting those residents with dementia to feel more familiar with their surroundings. There is a varied programme of activities carried out in the main lounge, but it was unclear how much physical activity is encouraged in residents unable to initiate it themselves. A carer has been appointed with a specific remit to develop the activities programme. Residents told us that the staff are caring and kind. Staff could not tell Healthwatch how they tailored their care to meet the needs of people with dementia. The home actively seeks the views of residents and their families and visitors, and encourages their involvement in social activities in the home. These are advertised in a monthly newsletter with the residents. The visitors felt that the staff needed more support from the management.

The recommendations within the report are staff of all grades should undertake some structured learning about managing people with dementia. As part of the building programme consideration should be given to improving the toilet facilities to ensure privacy. A review of the arrangement of furniture within the general lounge should be carried out by staff with the aims of giving better access for residents to the view out of the window and more opportunity for residents to socialise with each other and with staff members. Consideration needs to be given in future planning for a decoration scheme and door labelling system which better supports those with dementia to recognise their surroundings. The home should explore the development of a more formal and structured complaints system.