Enter & View Report: Coloma Court

Key Findings:

Resident Feedback

• Do you feel the care home has put the right amount of infection control measures to prevent the spread of the virus within the care home?

“Yes, it’s very good here, they’re attentive and one gets tested quite frequently. Downstairs they’re very cautious, visitors have a test, then have to wait 15 minutes before coming in so I’m happy in that regard – it gives me confidence.”

• Do you feel that you’re treated with dignity and respect by the staff?

“Yes certainly, no problems on that score. All the time one makes allowances, there are minor irritations but no real problems. I think this place is marvellous.”

• Do you feel involved and listened to by the staff?

“Up to a point, staff are humans like the rest of us. They are under a certain amount of pressure, with work and now with Covid. There can be some cultural differences between residents and staff but we all respect that. Staff are pretty good.”

• Do you have the opportunity to give your views and opinions on how things are done in the home?

“I think the manager should be more approachable, it’s not easy to get down to the office and they don’t walk around up here a lot. They don’t know our names. There’s ‘work to do’ but still, they should acknowledge that we are here, paying their wages.”

• Do you think there are enough activities within the home?

“The activities lady does quizzes and things like that, but no physical activity – perhaps that could be looked at. One can walk around but people are worried about venturing too far because of the virus. I’m … one of the younger residents and it would help if I had an exercise [equipment]. … I need to be more physical.”

• What do you think about the food in the home? Do the options meet your dietary and nutritional needs?

​​​​​​​“The food is nourishing and varied. It is colour coded (certain diets and vitamins) and I don’t understand that. You can’t help yourself to what you want, but there’s a certain element of choice and I couldn’t possibly complain.”

• Any other comments?

​​​​​​​“I think the home are doing their best under the circumstances, I’ve visited many homes as part of my work and this one comes out as number one, definitely.”

Relative Feedback

• How well has the care home kept you informed about the well-being of your family member or friend since the start of the pandemic?

“They didn’t get in touch. My wife got in touch with me. She has been very well looked after during the pandemic. The manager and deputy are exceptionally good. They are always responsible.”

• Do you feel the care home has put the right amount of infection control measures to prevent the spread of the virus within the care home?

“Very safe. You take a Lateral Flow Test (LFT) when you arrive. Last time it was done by floor but now it’s at the entrance.”

• How did the home encourage you to have contact with your family member or friend during the height of the pandemic and more recently?

​​​​​​​“She has her own mobile phone. I used to speak to her most days on the phone during the height of the pandemic. At the start of the pandemic, I used to go and she was sitting at the window and I would be on the grass. We used to see each other whilst talking on the phone.”

• Do you feel listened to by the staff when you express your wishes or concerns?

​​​​​​​“Yes. Not always possible to speak to people due to Covid.”

• Do you feel involved by the staff when making decisions on behalf of your family member or friend?

​​​​​​​“Yes. She got a care plan because she needs nursing care. I got a copy of that. If there is anything they discuss. They are prompt.”

• Has your family member or friend been able to get access to GP services when they needed to during the height of the pandemic?

​​​​​​​“It is only through the nurse in charge. She communicates through the nurse.”

• Do you, and/or or your friend or family member have the opportunity to give your views and opinions on how things are done in the home?

​​​​​​​“Not presently.”

• Do you think there are enough activities within the home?

​​​​​​​“I think they could do with more activities. [The relative] is able to do things and read things, she sometimes does [activities] for the little group of people… . It is self-organised entertainment rather than staff-organised entertainment. Why should [the relative] organise events for everyone when they are paying so much, they should have more activity.”

• Do you feel your family member or friend enjoys the food at this home? Do the food options meet their dietary and nutritional needs?

​​​​​​​“Yes. She doesn’t have any special dietary needs. She is very overweight. Staff made some changes. She is in a wheelchair all day.”

• Any other comments and suggestions on how the service can be improved?

​​​​​​​“If they get more trained staff and not the agency staff. They tend to be good. They don’t have time to talk or show everything is in order before leaving. They need to be trained to say are you all alright before going.”

Staff Feedback

• How do you feel about your job?

​​​​​​​“It has challenging moments, but I’m very content here.”

• Did you feel safe working during the early stages of the pandemic, and do you feel safe currently?

​​​​​​​“I feel as safe as I possibly can be.”

• How do you support the residents?

​​​​​​​“I support residents with personal needs and also emotional support and respecting individual's needs and encourage independence.”

• How are you able to encourage residents to be involved in activities (communal activities with others and/or individual interests)?

​​​​​​​“We encourage our residents with regular activity sessions and one-to-ones with the activities co-ordinator.”

• Do you have any involvement with residents’ family/friends/relatives?

​​​​​​​“Yes, we all get allocated as a 'keyworker' to 2 or 3 residents, which means we are expected to liaise with residents’ families. We see families when they visit which is nice, we have a chat etc.”

• Please tell us how you are able to support residents to have a say in what they want and in what the care home offers?

​​​​​​​“We have regular surveys for our residents to allow them to voice concerns.”

• Please tell us about your induction process.

​​​​​​​“One full day induction, then two weeks working alongside a senior carer.”

• Are you regularly offered training opportunities by your employer?

​​​​​​​“Online training and e-learning all done.”

• Do you feel supported by the management?

​​​​​​​“Sometimes I feel communication is lacking between management and staff on the floor. Concerns and queries that are expressed are not always dealt with in a timely manner, however I do feel management are always there to express concerns to and are approachable.”

• How often are staff meetings held? Do you have an opportunity to share your views / contribute to set the agenda?

​​​​​​​“As well as daily handovers there are meetings held to discuss our views.”

• What do you think have been the biggest challenges to the home during the pandemic, and to you as a staff member?

​​​​​​​“The uncertainty of this pandemic and losing residents.”

• What do you think the overall experience of the pandemic has been like for residents and families/friends?

​​​​​​​“Very hard for them, not being able to see family in person and those who lack capacity to understand found it difficult.”