Enter and view: Neem Tree Care Centre

This is an Enter and View report by Healthwatch Ealing. Healthwatch representatives visited the Neem Tree care home to speak to residents and observe the setting.

During the visit responses were collected from 11 residents, 9 members of staff, 2 family members, and the head manager (23 people in total).

There are recommendations in this report.

Entry and General Accessibility

· There was a sign on the door indicating that masks must be worn at all times, However, wearing of masks was not observed by representatives on the day, and we were not asked to wear masks. More than likely, this sign is left over from the pandemic and simply has not been removed.

5.1: “We suggest that the sign be removed if the mask policy is no longer in effect. If it is in fact intended to be in effect, then it should be enforced. We ask that the home clarify one way or the other.”

General Environment

· During an activity, the representative observed a majority of residents in wheelchairs rather than the armchairs they normally had in the lounge.

5.2: “We suggest rearranging furniture to allow for more residents to sit in chairs rather than wheelchairs for activities.”

Personal Care, Diet, and Activities

· A resident reported difficulty getting staff to answer a bell between 7 and 8pm.

5.3: “The home should investigate what is causing this issue. Is it simply due to other duties taking place during this time frame? Residents should be notified if that is the case.”

· One resident mentioned to us that they would appreciate having their showers earlier in the day.

5.4: “We recognise that running a care home involves a complex balance of tasks. We recommend examining the personal wants and needs of patients' schedules and seeing where things can be adjusted to help meet them. “

Staffing and Management

· Three members of staff reported that they did not get a chance to take a break and that they would need an extra hour to fully complete their duties. 

5.5: “The break policy must be clarified with staff, and those who are eligible for breaks must be ensured an opportunity to take them. Review workloads staff undertake and determine the most efficient way that duties can be completed.” 

· Two staff report not remembering training from their induction. One reports not having been offered any training recently. 

5.6: “We recognise that staff that have been working at the facility for many years might not fully remember every single training that they had during their induction. Having said this, the home should review staff’s training. The care home should monitor whether any refresher staff training needs to take place and whether certifications need to be renewed for staff with longer tenures.”

There are follow up actions in this report. The provider has responded to each of the recommendations above at the end of the report.