Enter and view: Riverside Care Centre

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

Healthwatch Lancashire visited Riverside Care Centre on Tuesday 20th March 2018.

The key findings highlighted areas in relation to patient feedback, staff feedback and observation. The report informs at Healthwatch Lancashire previous visit on Tuesday 29th August 2017 representatives raised concerns in respect of staffing levels, cleanliness and in particular the smell throughout the facility which appeared to have originated from unwashed laundry. Similar concerns were raised in respect of general maintenance and a lack of meaningful activity for residents to engage in. At the time of Healthwatch Lancashire original visit the manager, deputy manager, and the activity coordinator were on leave. The laundry operative was absent from work. Representatives observed residents’ dignity being compromised. Staff told us there had been a high turnover of management personnel. Representatives considered that Riverside House had less environmental and care issues than Riverside Court which at the time of our original visit was described as the dementia unit. On the occasion of Healthwatch Lancashire unannounced return visit on 20th March 2018 the manager told us that she had been in place for five months. Healthwatch Lancashire did not find any discernible malodour and the facility appeared clean. There appeared to be a full staff complement and we noted positive interaction between staff and residents. The atmosphere was calm and relaxed, and we did not see or hear anyone requesting help that was not responded to in an appropriate manner. However, a sensory room intended to be used as a tea-room had not materialised. Staff told Healthwatch Lancashire that this was in the process of developing into an activity room. Similarly, the provider appeared to have decided against the provision of a minibus for trips out. Representatives did not see any residents taking part in activity during the revisit. The manager advised Healthwatch Lancashire that neither unit was designated as dementia specific.