Enter and View: Highclere Care Home

The purpose of this Enter and View programme was to engage with residents, their relatives, or carers, to explore their overall experience of living in Highclere Care Home. As well as building a picture of their general experience, we asked about experiences in relation to social isolation and physical activity.

Summary

Highclere Care Home is a purpose-built care home in a quiet residential area. It is registered to provide personal and nursing care for a maximum of 40 residents. At the time of our visit there were 38 residents living at the home.

What we found

We asked residents and their friends and family if they felt that staff treated people with dignity and respect. Everyone we spoke to responded with an unhesitating ‘yes!'. This was affirmed to us as we observed staff knocking and waiting for a response before entering residents’ rooms. We saw how staff addressed and spoke directly to residents rather over their heads to family members.

The need for staff to have a better understanding of d/Deaf communication and culture was highlighted...With one profoundly Deaf resident having lived at Highclere for three years, it was disappointing that staff did not see the need to organise interpreters for medical care and treatment decision-making conversations.

What people told us:

"If I don’t like what’s on the menu, they will offer to make me something else, they know what I like – but I am a bit fussy. I know I can be difficult but I’m old, so I can be.”

"It’s difficult when you can’t communicate easily with people, I feel isolated."

"Staff are really friendly.”

“Staff are friendly but always very busy.”

“It can be lonely when you’re in your room all day.”

Our recommendations include:

• We recommend that staff are given training in the Accessible Information Standards and Equality Act duties regarding the use of interpreters. While it would be useful to have some staff who are able to communicate using BSL, this would not negate the requirement for qualified interpreters when having clinical, legal, financial, and capacity conversations.
• Consider the options available for the decor in the corridors of the care home, as a refurbishment program is already planned, involving residents and family members could be a nice activity.
• Use of the Care Homes minibus for resident transport to clubs and social activities run by external providers could be of interest to residents.
• Consider installing handrails in the corridors on both floors, residents that are less mobile may find this helpful and it may improve their confidence and mobility.
• A visitor and resident notice board for upcoming activities and events would be welcome on each floor, this could include daily/weekly menu information.

We found these examples of best practice:

• We were pleased to see the sympathetic way in which Advanced Care Decisions and preferred place of care wishes have been managed by the care home.
• Part of each resident’s arrival check is an oral care assessment to ensure that they are not in need of any urgent treatment.

Response

We would like to thank the staff at Highclere for their detailed and well-considered response to our recommendations.