Enter and view: Merrill House

 Healthwatch Derby undertook an Enter and View visit to Merrill House, a residential care home in Derby, conducted on 15 February 2016. The purpose of the visit was to assess the experiences of residents, visitors, and staff and to observe how the service was being delivered. 

Merrill House is a purpose-built home with 40 beds, although only 26 residents were present at the time due to ongoing fire system upgrades. The home is divided into three wings and provides a range of services, including access to healthcare professionals such as GPs, dentists, and chiropodists. Residents are supported to maintain independence where possible, for example by keeping their own GP and sometimes managing their own medication. 

Overall, the visit found a positive environment. Staff interacted well with residents, and the home was described as clean, bright, and welcoming. Facilities were generally well maintained, with accessible layouts, communal lounges, gardens, and a range of activities and social opportunities. Residents could participate in group and one-to-one activities, and there were regular visits from community groups and religious representatives. 

Survey feedback was largely positive. Residents reported feeling happy, respected, and able to make decisions about their daily lives. Most visitors felt welcomed, thought staff were friendly, and were satisfied with the care provided, although a small number reported concerns about communication and support. Staff responses indicated that they generally felt staffing levels and time to complete duties were adequate, but some did not always feel that their work was valued. 

Examples of good practice included the use of photographic identification on medication records and encouraging resident involvement in medication management. However, the report also identified areas for improvement. These included maintaining fixtures and fittings, improving décor in bathrooms and the hair salon, and ensuring staff feel more appreciated and valued. 

In conclusion, the report highlights that Merrill House provided a largely positive and supportive care environment, with good relationships between staff and residents, while also identifying practical improvements to enhance the quality of the setting and staff experience. ]