Enter and view: Hatton Court Care Home

Healthwatch Telford and Wrekin undertook an announced/unannounced enter and view visit to Hatton Court Care Home on 29 April 2025. The visit aimed to understand residents’ experiences, observe how the home operates, and identify any areas for improvement. Three Authorised Representatives attended, with one speaking to the manager while the others toured the home and engaged with residents, staff, and relatives.

Hatton Court is a 60‑bed residential and nursing care home, with 58 single rooms and two shared rooms. All 56 occupied places were filled at the time of the visit. The home regularly uses agency staff—both internal and external—for staffing continuity but noted several vacancies, including for nurses, healthcare assistants, and housekeeping staff. Staff receive a mix of e‑learning and face‑to‑face training, including mandatory modules, dementia training, and Oliver McGowan training.

External signage was clear, and there was ample parking. Inside, CCTV operated in communal areas, and staff were observed supporting residents with drinks and care tasks. The dining area was warm and lacked opening windows for ventilation. The layout of seating meant some residents sat with their backs to others, and the television was not switched on during observations. Some toilets lacked contrasting colours, which could make them harder to see for people living with dementia.

The home receives regular visits from Hodnet Medical Practice two to three times a week. Vision in Care provides optical services, and dentistry is offered through domiciliary care, though residents can continue using their own dentist. Hairdressing is available twice a month. Staffing levels were detailed for day and night shifts, and the home employs maintenance workers, administrative staff, kitchen staff, and a full‑time activity coordinator.

Residents reported that they liked living in the home. The activity coordinator runs a varied programme, including a daily "resident of the day" focus. Activities include gardening, monthly birthday celebrations, crafts, knit‑and‑natter groups, cookery sessions, and trips out when a minibus driver is available. Staff also visit residents who prefer to stay in their rooms to play games or chat. Residents were involved in fundraising activities, such as a sponsored walk and a planned cycling challenge for Dementia Week.

Residents consistently said they felt safe and well cared for. Staff were observed supporting residents respectfully, including those with mobility needs. One resident described living at the home for over 14 years and not wanting to move. Several said staff understood their needs and responded appropriately, and call bells were generally answered within 5–10 minutes.

Complaints guidance was clearly displayed, and residents can raise concerns with the nurse in charge or the manager, with responses provided within 28 days. Some staff were not wearing name badges, although uniform colours helped identify roles.

Residents reported they had choices around meals, room decoration, and daily routines. Menus were available during the visit, and alternatives were always offered. Residents also had input into menu planning. One resident chose to stay mostly in their own room, though this raised concerns about trailing wires posing a trip hazard.

The manager holds resident meetings on the first Friday of every month and also runs relatives’ meetings alongside an open‑door policy. A suggestions box is available. Residents were encouraged to participate in decisions about activities and day‑to‑day life.