Enter and view: Welcome Care Home

Healthwatch Lewisham carried out an announced Enter and View visit to Welcome Care Home in Catford on 27 March 2017 to gather feedback from residents, relatives and staff about the quality of care provided. During the visit, representatives spoke with 10 of the home's 14 residents, received questionnaires from three family members and four staff members, and observed activities taking place within the home. 

Overall, residents and family members reported that they were satisfied with the care provided at Welcome Care Home and felt that it was a safe and supportive environment. Many residents said they were happy living at the home and appreciated the support they received from staff. Family members also expressed confidence in the quality of care and were aware of how to raise concerns or influence changes on behalf of residents. 

The home specialises in supporting people with dementia, and Healthwatch observed residents taking part in a music session and other informal activities. Some residents said they enjoyed activities such as bingo, singing and knitting. However, more than half of the residents present were mainly observers rather than active participants, and a small number of residents said they would like more opportunities to go on outings outside the home. 

The inspection found that the building was accessible and generally safe, with clear signage and wheelchair access. However, the premises were described as tired in appearance and in need of redecoration. Healthwatch also noted unpleasant odours in some communal areas, including the main passageway and lounge areas.

Feedback about staff was largely positive, with residents saying they were well cared for and that staff helped them when needed. Staff themselves reported good teamwork, regular training and supportive management. Nevertheless, a small number of residents felt that some staff could be abrupt or rude and that responses to requests for assistance were not always prompt. Healthwatch observed staff responding appropriately to residents but felt they could be more proactive in their interactions. 

Some residents commented on difficulties socialising with others, with a few saying they felt isolated or did not share interests with fellow residents. There were also reports of past issues involving laundry mix-ups and residents' clothing being misplaced, although staff stated that these problems had been investigated and resolved. 

Healthwatch concluded that residents' needs were generally being met and that care standards were viewed positively by residents and relatives. However, it made five recommendations for improvement:

1. Redecorate the passageways and lounge areas.
2. Address unpleasant odours within communal areas.
3. Reinforce customer service standards and positive relationships through staff training.
4. Make the activities programme more visible and better promoted.
5. Provide more opportunities for residents to participate in planned outings and trips. 

The report notes that Welcome Care Home did not provide a formal response to the recommendations when invited to do so.