Enter and View: Freeland House and Lodge

Healthwatch Oxfordshire visited Freeland House and Lodge, near Witney, in January 2025. They visited the care home as part of a programme of visits to a number of care homes in Oxfordshire to assess the quality of life for residents from the perspectives of residents, care staff, and relatives.

Healthwatch Oxfordshire spoke to seven care home residents and eight staff members during their visit.

Key findings

• There was clear signage from the main road to the entrance of the care home, but a lack of signs outside the care home building made identifying the main entrance and reception difficult.
• The main reception area/lounge was calm and welcoming.
• There was a ‘you said, we did’ noticeboard and information about staff and activities for residents on display throughout the care home.
• The buildings were well maintained, and the care home was clean throughout.
• There were several suggestion boxes for residents and visitors.
• The steps leading to the main garden were not properly levelled.
• Residents expressed their appreciation for the staff and highly valued the care and support they received.
• Most of the residents we spoke to were unaware of how to lodge complaints, provide feedback or make suggestions, but generally felt able to raise concerns with the staff team verbally.
• Residents highly valued the efficiency and quality of the laundry service.
• Staff felt supported in their career development and professional training, and several were pursuing further NVQ qualifications.

Recommendations

In its report, Healthwatch Oxfordshire recommended that the home: 

• Install a clear and prominent sign on the main building directing visitors to reception.
• Place a welcome sign at the main entrance.
• Ensure residents are aware of the ways in which they can give feedback and that the residents understand how their feedback is considered.
• Ensure the steps leading to the main garden are levelled for the safety and accessibility for all residents and visitors.
• Incorporate additional outdoor activities, to other destinations, for residents.
• Make available translated materials and information about interpreting services for residents and visitors. 

The report includes an email from the manager of the care home setting out how the home will respond to the recommendations made.