Enter and view: Milestones Trust Residential Care Home

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

Healthwatch South Gloucestershire visited Milestones Trust Residential care home on 7 February 2018.

The key findings highlighted areas in relation to patient feedback, staff feedback and observation. Overall impression of the visit to the Milestones Trust, 121 Watley’s End Road, residential care home was that residents appeared happy and relaxed in the presence of members of staff and seemed to be enjoying the musical entertainment at the ‘Wednesday Club’. The home was clean and bright with safe outdoor space, residents’ rooms felt ‘homely’ and members of staff were warmly welcoming.

The recommendations in the report state management need to ensure that they communicate to staff and residents dates and details of planned Healthwatch visits. It is suggested that menus are printed in easy read and photo format so residents can be shown what the food choices are. A photo/easy read drink/snack menu could be created enabling residents to indicate when they wanted a snack or drinks rather than waiting to be asked. It is suggested that easy read, pictures and other communication aids be available for staff, visitors to use to aid communication tailored to the needs of individual residents. It was observed that the door to the medicines room was left open and the room unattended during the visit. As this was an issue picked up by the CQC in their inspection of April 2017 it is recommended that members of staff are reminded to keep it closed (and locked) when not in use.