Enter and View: Extra Care Units, Bromley

Healthwatch Bromley conducted Enter and View visits to the six Extra Care Units in the borough during 2015/2016. The visits took place at Apsley Court, Sutherland Court, Norton Court, Durham House, Regency Court and Crown Meadow Court.

The aim of the visits was to engage with tenants of the scheme to understand their experience of the service and provide them with the opportunity to voice their opinions regarding the care that they receive and the environment in which they live. In addition Healthwatch was seeking to obtain feedback from both staff and management of each scheme.

Generally, the facilities scored well in terms of appearance, temperature, cleanliness and odour. However, Apsley Court and Norton Court would benefit from redecoration.

Most tenants said that their needs for additional support, the Extra Care Scheme was appropriate for them. Ninety-two percent of tenants said that they were comfortable and felt secure in their living environment. In answer to the question regarding socialising with other tenants there was a mixed response.

Tenants who do not have mobility issues are able to go out regularly. Many attend day centres and/or make regular trips to the local shops to purchase essential supplies. It is more difficult for those who use a manual wheelchair. Seventy percent of the tenants interviewed said that they had family members/friends visit and on occasions they will take the tenants out. Some of the tenants had memory issues and could not recall having the opportunity to go out. Tenants were asked if they had the opportunity to influence changes to their daily living and activities. Just over fifty percent of those who completed the questionnaire said that they could and of these all would either do this at the Tenants Meetings or by speaking directly with the Extra Care Scheme Manager.

There were no adverse comments received from the tenants regarding the external support services that they received (GP / Nurse / Pharmacy / Occupational Therapists / Dentist). Those who required support to book an appointment receive assistance to help them.

Staff were praised by the Tenants for their support and general assistance that they provide. There were four main reasons that staff cited as being important to them in their work. Thirty-two percent said that client interaction was an enjoyable and rewarding part of the role. Twenty-five percent said the fact that they are making a difference was important to them. The role of Support/Care Workers is varied and twenty four percent staff liked the variety of tasks. A further five percent said that learning new skills helped with their development. Staff are generally happy with the training that they receive and this was a common theme at all six Extra Care Units. The questionnaires did not reveal any gaps in training