Enter and View: Potton House Care Home, Biggleswade

Following feedback received regarding safeguarding concerns about patient safety, Healthwatch Central Bedfordshire undertook an announced enter and view visit to Potton House Care Home on 19 March 2024. They spoke to one resident and two relatives.

The feedback Healthwatch received from staff, relatives and residents about their experience at the care home was extremely mixed which makes it difficult to express the general feeling of the care home. 

Healthwatch representatives found staff to be attentive and caring towards residents, however it appears there is a significant need to address the problems highlighted through this feedback, for example, the issues with cleaning, communication of roles and responsibilities, and cohesion of staff and management working together.

Sunroom Environment: The sunroom was notably pleasant, offering abundant natural light, which contributes to a peaceful atmosphere for visitors although the decor and furnishings were dated. 

Personalisation of Bedrooms: The open-door bedrooms appeared tidy and personalised, enhancing the homely feel of the care home. Displaying pictures and personal items outside each room is a commendable touch. 

Cleanliness of Communal Areas: The corridors and communal areas were generally clean, contributing to a welcoming environment. 

Admission Process and Care Planning Involvement: It was mentioned by a relative, that upon his wife's admission, there was no tour or detailed introduction to the care home's services. Furthermore, he was not involved in the care planning process, nor shown any care plans.

Relative feedback: a relative expressed concern about residents entering others' rooms unescorted and the potential for losing valuables was raised. 

Clutter and Disorganisation: Medical devices and personal care items were observed stashed in corners, and in some instances, oxygen masks were found on the floor. 

Electrical Safety Concerns: Exposed wires and extension lead pose a significant risk. 

Nutritional Management and Menu Choices: It was observed that residents were not offered a choice at mealtimes, they were given option 1 on the menu without offering anyone option 2, and the menu board was not filled out, so residents did not have information on what meals were available that day. Staff and relatives said the availability of snacks and healthy options was inconsistent. Fruit was not regularly given out and snacks were limited and not routinely offered to residents and visitors. 

Visitor Experience and Engagement: Feedback indicated that visitors, were not always offered refreshments, and felt restricted during mealtimes.

Furniture and Seating Arrangements: The mix-and-match nature of the furniture and the lack of sufficient seating during mealtimes were highlighted.

Sensory Room Design: The current sensory room setup, including floor foam pads are unsuitable for wheelchair users and deep beanbags are difficult for the elderly to use. 

Accessibility of Displayed Information: During the walk around, it was observed that most of the displayed information, policies, and procedures were in small print and not in an accessible format for residents. Upon inquiring, staff mentioned that more accessible formats are kept in a folder in the nursing station office. Staff spoken to agree the severe Dementia of the client group might hinder their ability to interpret standard formats. 

Visibility of Advocacy Services and Procedures: Information regarding how residents or relatives can access Advocacy services and details of complaints and safeguarding procedures were not prominently displayed. Instead, such information was in a second lounge at the back of the care home, limiting visibility for many visitors.

Privacy During Staff Interviews: Representatives observed instances where the Manager interrupted staff interviews for nonurgent matters, which could potentially influence the openness and honesty of staff feedback. Staff members expressed discomfort with these interruptions and the Manager decided to linger around for almost the entire interview waiting for huge documents to print, this was felt inappropriate and inconsiderate.

The report has 13 recommendations and a response from the provider.