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Inspection on 24/02/10 for Cliffdale

Also see our care home review for Cliffdale for more information

This is the latest available inspection report for this service, carried out on 24th February 2010.

it is an annual review prepared by CQC after examining previous reports and information from the provider. At the time of this report, CQC judged the service to be Good.

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

What follows are excerpts from this inspection report. For more information read the full report on the next tab.

Annual service review Name of Service: Cliffdale The quality rating for this care home is: The rating was made on: two star good service 1 8 1 1 2 0 0 8 A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this review a ‘key’ inspection We do an annual service review when there has been no key inspection of the service in the last 12 months. It does not involve a visit to the service but is a summary of new information given to us, or collected by us, since the last key inspection or annual service review.   Has this annual service review changed our opinion of the service?   No You should read the last key inspection report for this service to get a full picture of how well outcomes for the people using the service are being met. The date by which we will do a key inspection: Name of inspector: Karen Powell Date of this annual service review: 1 4 0 1 2 0 1 0 Annual Service Review Page 1 of 9 Information about the service Address of service: Shrewsbury Road Pontesbury Shrewsbury Shropshire SY5 0QD 01743790261 01743792493 Telephone number: Fax number: Email address: Provider web address:   Name of registered provider(s): Conditions of registration: Category(ies) : old age, not falling within any other category Conditions of registration: Usha Odedra,Rajan Odedra Number of places (if applicable): Under 65 Over 65 0 27 The maximum number of service users who can be accommodated is: 27 The registered person may provide the following category of service only: Care Home Only (Code PC) To service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category (OP) 27 Have there been any changes in the ownership, management or the Yes service’s registration details in the last 12 months? If yes, what have they been: There have been no changes to the service since the last inspection. 1 8 1 1 2 0 0 8 Date of last key inspection: Date of last annual service review (if applicable): Brief description of the service Cliffdale is a private care home registered to provide care and accommodation for up to 27 older people. It is situated in the village of Pontesbury, some 8 miles south west of Shrewsbury, within easy reach of all local amenities and set in pleasant gardens. Accommodation is available on first and second floors accessed by a shaft lift. Annual Service Review Page 2 of 9 Details about fees should be obtained directly from the home. Annual Service Review Page 3 of 9 Service update since the last key inspection or annual service review: What did we do for this annual service review? We looked at all the information that we have received, or asked for, since the last key inspection. This included: The annual quality assurance assessment (AQAA) that was completed by the manager of Cliffdale and sent to us prior to this Annual Service Review (ASR). The AQAA is a self-assessment tool that focuses on how well outcomes are being met for people using the service. It also gave us some numerical information about the service. Information we have about how the service has managed any complaints. What the service has told us about things that have happened in the service, these are called notifications and are a legal requirement. The previous key inspection that was carried out by CQC on 30th December 2009 following receipt of an anonymous complaint. Further details about this visit are included in this report. We received twelve completed questionnaires from people who use the service, eight from staff, and eleven from relatives. We received one completed questionnaire from a health and social care professional. What has this told us about the service? Cliffdale sent us their annual quality assurance assessment (AQAA) when we asked for it. It was clear and gave us all the information we asked for. We looked at the information in the AQAA and our judgement is that the home is still providing a good service and that they know what further improvements they need to make. Cliffdale stated that the following improvements have been made: The home now uses the Boots monitored dosage system to administer and record medication for people living at the home. They feel there is better documentation with this system. The activity programme has been increased but this is dependent on staff being available. A number of new beds have been purchased including one electric bed. The home continue to support staff in their training and development. The AQAA also outlines the improvements planned for the forthcoming year. These include: Reviewing the care plan system. Provide accredited medication training for more staff. Annual Service Review Page 4 of 9 To improve the choice of activities and encourage more participation from people living at the home. To build an extension to increase the number of places available. Draw plans up for a new kitchen. To continue to support staff training and development and to appoint a senior carer. Eleven relative/carers that completed a questionnaire as part of the annual service review process told us that they felt their relatives needs are met at the home and that the home helps their relative to keep in touch with them. Four relatives stated they felt that usually the care service respond to the different needs of their relatives and that they provide the care and support their relative needs to live the life they choose, while six said the home always do and one person did not answer the question. All people said they know how to make a complaint. They stated they felt the carers have the right skills and experience to look after their relative and that their relative is supported to live their life the way they choose. We asked the question what does the service do well? they told us the following: meals, rooms, cosy living areas, caring staff, clean accommodation and entertainment events. X always appears comfortable and enjoys the food. His room is always tidy and meets his needs. The staff are always pleasant and cooperative. Cliffdale staff look after my relative well, keep them clean dressing etc. Cliffdale is an excellent residential care home. All the staff are friendly and know each resident personally. Tend to find Mum has regular visits by staff and is kept clean and presentable, as usually family from afar tend to drop in without notice. Look after my mother. All staff at Cliffdale are friendly and helpful and worked very hard. All very caring and helpful at all times. X always looks neat and tidy, room is generally clean and tidy,. Management accommodated X having their own furniture. We asked the question what could the service do better? these were the comments we received: Respond quicker when they suspect resident is unwell, there seems to be a reluctance to call out of hours GP provision. Respond quicker to organise painkillers when needed, there has been an occasion where a delay in resident getting painkillers when needed. Improve overall level of communication between staff, improve handover and information shared as staff on duty are not always aware of illnesses/medication/how Annual Service Review Page 5 of 9 the resident is medically. Monitor and encourage fluids when need arises, ie if someone has a urinary tract infection. I think they could do with extra staff there and be better paid for the work they do. Not enough staff at night. Sometimes verbal information can be confusing, e.g staff may inform you of a certain issue, only to be told a couple of days later that it was not the case. My relatives medical needs concern me at times, particularly their feet due to their diabetes they need constant care and I am not always sure how often they are looked at. More frequent baths/showers. Would like to see higher staffing levels to provide more contact/stimulation for residents unable to entertain themselves.. Twelve people living at the home completed a questionnaire for us and most people told us they received enough information to help them decide if Cliffdale was the right place for them before they moved in. They all told us they receive their care and support they need and that staff are available when they need them and they listen and act upon what they say. Respondents told us that the home make sure they get medical care they need and that the home arranges activities that they can take part in if they want. All of the people told us that they like the meals at the home and that there is someone they can speak to informally if they are not happy. All people told us they knew how to make a formal complaint and that the home is clean and fresh. We asked people living at the home what does the home do well? they told us: always answer the bells. Very friendly. Meals. I feel Im being looked after very well. I know if I still lived in my own house I wouldnt feed myself as well. There is plenty to do but only if you want to, no one is forced to join in. I find Cliffdale a very happy place, that is because the staff seem happy, the lady in charge is also a happy sort of person. Excellent in all respects. Everything is good. Food. Staff help when you need it. Staff are very good to me. We asked the question what could the service do better? we received the following responses: organise more interesting activities for all residents to join in. Eight staff completed and returned questionnaire is to us and told us that their Annual Service Review Page 6 of 9 employer carried out checks and references before they started work. They felt they are given up-to-date information about the needs of the people they support all care. they all stated that They felt their induction covered everything they needed to know before they started their job. All staff felt that the manager gives them enough support to meet them to discuss how they are working and that they know what to do if someone has concerns about the home. In answer to the question are there enough staff to meet the individual needs of all the people who use the service one replied always, five replied usually, one replied sometimes and one did not answer the question. We asked the question what does the service do well?, we received the following comments: care for residents well. The service users have a well-balanced and nutritional diet. Staff care for residents in a professional and caring manner. Good meals, good standard of care, good training standards. The home is run well has a very friendly and family feeling when walking into the home. Staff worked to a very high standard sometimes under pressure. All the residents are cared and loved. Look after residents very well. Provide the individual needs for each resident with care and understanding. We asked the question what could the service do better?, we received the following responses: Have more time to do activities with the residents and to take them out. Decorate throughout, garden laid out properly, new carpet in most places. A common theme regarding the home requiring redecoration and refurbishment was seen in a number of questionnaires returned to us. We received one completed questionnaire from a health and social care professional. They told us that they think that the care services assessment arrangements ensure that accurate information is gathered and the right service is planned for people. They feel that peoples social and health care needs are monitored, reviewed and met by the care service. They felt that the care service always seek advice and acts on it to meet peoples social and health care needs and improve their well-being. They told us that the service always respects individuals privacy and dignity and that the care service support people to live the life they choose wherever possible. They consider the services managers and staff to have the right skills and experience to support peoples social and health care needs and that the service responds to the diverse needs of individual people living at Cliffdale. No complaints have been received by the home since the last key inspection. One Annual Service Review Page 7 of 9 complaint has been received at the Care Quality Commission, which has been investigated by us at a random inspection of the service on 30th December 2009. We did not make any requirements as a result of this visit. There are some areas where we have asked that the manager be especially vigilant, particularly as it is acknowledged that there are staff shortages and some shifts may be covered by combinations where there is both limited experience and limited English speaking staff . As a result of the anonymous complaint the social services adult protection team carried out a visit to the home under the safeguarding of adult procedures. There were no serious concerns about the care of people living at Cliffdale identified during their investigation. What are we going to do as a result of this annual service review? We are not going to change our inspection plan, and will do a key inspection by 18th November 2010. However we can inspect the service at any time if we have concerns about the quality of the service or the safety of the people using the service. Annual Service Review Page 8 of 9 Reader Information Document Purpose: Author: Audience: Further copies from: Annual service review CQC General Public 0870 240 7535 (national contact centre) Our duty to regulate social care services is set out in the Care Standards Act 2000. The content of which can be found on our website. Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a copy of the findings in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. 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