National care inspectors praise Franklin House

Home news

Aug 30, 2019

A national care watchdog has given Franklin House its seal of approval, with relatives and residents praising the caring and attentive team members.

The Care Quality Commission’s (CQC) report gave Franklin House care home, off Rickards Close, an overall ‘Good’ rating, following an unannounced inspection.

The care home was rated ‘Good’ in four categories, which include safety, effectiveness, caring, and leadership, while being responsive was rated ‘Outstanding’.

Residents, their visitors and team members told the CQC inspectors the service was person-centred, inclusive and had a positive impact on their lives. A relative commented: “I wouldn’t change anything, I would give it a five-star rating, I have discussed this with [relative] and [they] are delighted.” 

The inspectors noted that the team members were compassionate and caring, and particularly good at ensuring people had opportunities to develop relationships and take part in activities which met their individual needs and interests. Students from local schools visited regularly to take part in activities, with older students teaching residents how to use the Internet, gaming machines and electronic tablets. 

During Wimbledon, students had used the gaming devices to play ‘computer tennis’ which residents had enjoyed and found fun. On the day of the visit students were playing garden games with residents, and younger children were involved in baking and singing. 

There is a planned programme of activities at Franklin House which includes regular trips, entertainers, visiting animals, arts and crafts, and music therapy. The activities had a clear impact on the wellbeing of residents – commenting on the variety of activities, one relative said: “All of which makes the day more interesting and not only stimulating [residents’] mind and encouraging conversation, but interacting with others as well.”

Lifestyle coordinator, Lola Krasser, had introduced a ‘wishing tree’ which residents could use to request a special wish. Some of the residents wishes had been granted, including trips to the theatre, concerts and a local farm, allowing them to have personalised experiences outside of normal events. The care team celebrated these experiences with photos and videos so others could feel inspired.  

The team recognised the importance of giving people opportunities to live fulfilled lives. They had identified one resident’s wish to have a useful role. They therefore gave the resident a uniform, name badge and specific role within the home, meeting and greeting visitors and delivering newspapers to other residents. Commenting on their role, the resident had said: “It means everything to me; I am doing something and not just sitting around. It is good for my brain, this is a new experience for me and it makes me feel important and useful.” 

Comments from the team members included: “We have a great team and work together, the residents are lovely, and it is good to know you make a difference in people’s lives”. 

Mathew V Mathew, home manager at Franklin House, said: “I am proud of the whole of the Franklin House team, in the way we present and deliver our service, from the cleaners, the kitchen team, the carers, seniors and nurses for their teamwork, dedication and pride they show in their work. We all believe everyone at Franklin House is one big family and that we are the visitors in the residents’ home.

“Receiving a ‘Good’ rating shows just how dedicated the team is to looking after every individual’s needs, and we will continue our hard work to ensure residents receive compassionate, person-centred care. I am thrilled that Franklin House has been rated ‘Outstanding’ for our responsiveness, and would like to say thank you to the team for their dedication, which I know is also greatly appreciated by residents and their families.”