Enter and View - Outstanding Report - Tilmore Gardens

Tilmore Gardens is located on the outskirts of Petersfield and has 10 rooms in a shared house over 3 floors with stair and lift access. Care and support are provided for adults aged 18 and over who have a range of learning disabilities.
Tilmore Gardens Care Home

What is Enter and View

Healthwatch Hampshire has powers to carry out what we describe as ‘Enter and View’ visits.  During a visit, we talk to people who use the service, whether patients or residents, and their relatives where appropriate.  We also speak to staff to find out where they think the service is working well, and where it could be improved. 

Observations and feedback from the visit are then collated in a report, which is sent to the provider of the service, as well as regulators such as the Care Quality Commission (CQC), the local authority and NHS Commissioners when appropriate. 

Purpose of visit

  • To seek the views of residents relating to life at the Care Home
  • To enquire about how residents and relatives’ feedback into the running of the home.
  • To capture what residents, staff and visitors feel makes the home ‘Outstanding’.
We had someone with creepy crawly insects come one day. I liked the spiders the best and I scared my friends with them!
— Resident

We asked the manager what she considers the essential contributors that make a home outstanding, and her priority is having the right staff.  At interview stage she specifically looks for people who are passionate and committed about their work.

She discusses at interview that the potential employee will have a very big impact on the resident’s lives. Recruiting the right people can be difficult as they stress, they will not employ just anyone, so it can take longer to find the right candidate.

Regular agency staff are utilised to ensure continuity. Staff are given thorough inductions with training, supervisions, and transparent feedback. If an aspect of their work is not right the manager seeks to address it in a timely way.

Regular contact with the families, and regular feedback from residents is a priority for the manager. Each day the management team will visit every resident and check in with them to see how they are, and if they have any concerns, or priorities for the day. Every resident is seen as an individual. 

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