Random inspection report
Care homes for older people
Name: Address: Hawthorn Drive 218 218 Hawthorn Drive Ipswich Suffolk IP2 0RG three star excellent service The quality rating for this care home is: The rating was made on: 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. This is a report of a random inspection of this care home. A random inspection is a short, focussed review of the service. Details of how to get other inspection reports for this care home, including the last key inspection report, can be found on the last page of this report. Lead inspector: Deborah Kerr Date: 2 8 0 4 2 0 1 0 Information about the care home
Name of care home: Address: Hawthorn Drive 218 218 Hawthorn Drive Ipswich Suffolk IP2 0RG 01473685772 01473686490 beverly.gilbert@suffolk.gov.uk www.suffolk.gov.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Mrs Beverly Ann Gilbert Type of registration: Number of places registered: Conditions of registration: Category(ies) : Suffolk County Council care home 29 Number of places (if applicable): Under 65 Over 65 19 10 dementia old age, not falling within any other category Conditions of registration: Date of last inspection Brief description of the care home 0 0 218 Hawthorn Drive is a purpose built residential care home designed by the local authority and has provided care and accommodation to older people since 1966. In 1995 the home was extensively refurbished to improve environmental standards and provide accommodation to twenty nine residents. The home is located in the centre of the Chantry Housing Estate to the south of the town of Ipswich. There is a regular bus service into Ipswich town centre and a good range of facilities located just across the road including the post office, bank, newsagents, public house and health centre.
Care Homes for Older People Page 2 of 11 Brief description of the care home 218 Hawthorn Drive is registered to provide accommodation for twenty nine older people, nineteen of whom have a diagnosis of dementia. The home also offers a respite care service, transitional care and provides a fifteen place day centre, which has its own budget, access, staffing and accommodation. The homes information pack contains a summary of the statement of purpose and the current charge for a Suffolk County Council (SCC) home. Each persons fees are calculated by their level of income and capital. Further details about charges are available in a booklet called A Guide to Charges for Care in Suffolk. Current fees range from £709 per week for long term care and £550 per week for respite care. This was the information provided at the time of the inspection, people considering moving to this home may wish to obtain more up to date information from the care home. Care Homes for Older People Page 3 of 11 What we found:
This random inspection was undertaken on Wednesday 28th April 2010 to review the service to ensure they are still providing excellent outcomes for the people living there. The inspection was unannounced and lasted six hours. The report has been written using accumulated evidence gathered prior to and during the inspection, including information received in fourteen service users and six staff Have Your Say surveys and the Annual Quality Assurance Assessment (AQAA) issued by the Care Quality Commission (CQC). This document gives the provider the opportunity to inform CQC about their service and how well they are performing. A number of records were inspected, relating to people using the service, staff, training, medication and health and safety. The deputy manager was present throughout the day and fully contributed to the inspection process. We spoke with two sets of relatives visiting the home and a number of residents, individually and collectively to obtain feedback about how well the service is meeting their needs. People spoke well of the staff and facilities, comments included, this is a very good home, we are very well looked after and there are no unreasonable restrictions, residents are free to do as they wish, one short term care client stated, the fact I came back a second time says it all. Other people commented, staff are very friendly and helpful, everything about the home is good, I have no concerns or complaints what so ever, I am fine, being well looked after and all is well for me at Hawthorne Drive, always plenty to do, I never get bored and in all the time I have lived at Hawthorne Drive, I have always been happy. Other comments included, there is always plenty to do at the home, never forced to participate, if I do not wish to do so, life here is good and they keep improving things for us, lovely home, we all get on very well here. We tracked the care pathways of three people using the service. Each persons care plan contained detailed assessments and support plans to reflect their individual needs. These are supported by risk assessments, which identify the risks for activities of daily living, covering the risks associated with mobility, falls, use of wheelchairs, nutrition, personal hygiene and the action required by staff to minimise these, whilst enabling the individual to retain some independence and choice. The support plans and risk assessments, collectively set out the actions required by care staff to ensure that peoples health, personal and social care needs are met and describe the expected outcomes for the individual. We looked at the systems in place for storing, administering and auditing medication. The practice of administering medication is being generally well managed. All residents have their medication kept in their rooms in medication lockers provided. The Medication Administration Records (MAR) charts seen were being used effectively, there was no gaps in the recording and where medication had been refused, this had been recorded on the reverse of the chart. The team leader responsible for medication showed us the robust audit procedures in place. They undertake periodic random spot checks throughout the building, each month. The most recent audit checks completed in April, confirmed all medication was accounted for and in date. The audit ensures MAR charts are being completed properly and
Care Homes for Older People Page 4 of 11 accurately, medication cupboards are clean, packets and bottles are signed, and dated on opening and used within month expiry dates. Audits can be completed at any time and will identify if there are anomalies, if any immediate action is required and who is responsible. Team leaders also audit staff and each other, through ongoing competency checks and observation of practice to ensure the right person, receives the right medication. Time was spent talking with the activities co-ordinator, who works flexible hours to meet the life and leisure needs of people using the service. The co-ordinator was in the process of taking a client to Felixstowe for the day, and showed us the plans for a Hawaiian pamper day scheduled for the end of the week, including cocktails, manicures, massages and a Hawaiian menu, relatives had been invited to join in. They also provided a copy of the most recent activities programme, which included a dog racing night, a purple day, dancing and poetry readings. Photographs also confirmed residents have taken part in tea dances, old time music hall and poetry sessions and an over 60s club at the local library, where people can look at books and take part in games, such as a beetle drive. The home are currently working with the library to set up an alternative club for people with different levels of dementia. Additionally, the activities board provides a visual display of activities that have taken place, including photographs, so families can see activities their relatives have participated in. All residents have a folder on the back of their bedroom doors with photographs and memory sticks for families to have copies of photographs of their relative enjoying an activity. Outings that have taken place include trips to Felixstowe, Eastern Farm Park, Bury Gardens and Needham Lakes. The home has access to an allotment, which has chickens and access to toilets, tea and coffee facilities, so that residents who choose to, can take part in gardening activities. A this is me board has been developed, with family involvement for residents, particularly for those with dementia, which includes information, such as, I really like and I really enjoy, these provide a lot of information about the individual person and information about the kind of activities that may interest them. The activities co-ordinator has completed training with Suffolk Art Link, which has given them ideas for delivering stimulating activities. Feedback from people living in the home is ascertained, using group headings blossoms, blooms and weeds. Blossoms, reflect the activities people really enjoyed, the blooms are those that people enjoyed but could be improved to ensure the activity keeps their attention and weeds, no interest. The activities coordinator provided an example of an activity residents classed as a weed, which was to bring in animals, and reptiles, however this was meet with a resounding NO by the residents. Eleven out of the fifteen people that responded in the CQC, Have Your Say surveys told us they liked the meals provided, with three people stating this is usually the case. Time was spent talking with the chef, who told us, people are provided with three choices of main meal each day, two daily choices, with a third from a supplementary menu, offering foods that that can be served, on request. Special diets are catered for and picture menus are provided to aid people with a dementia, who may not be so clear, minded to make a choice. Platters with ready prepared fresh fruit are provided for residents to access throughout the day. Following each meal an evaluation form is completed to find out if residents enjoyed their meal, comments included, very tasty and lovely. Comments from the homes own quality assurance questionnaires included, happy with everything, would like to see
Care Homes for Older People Page 5 of 11 more fish cakes on the menu and lots of choices, food is very nice, yes, it would be nice to have a meeting to have input about the food, a nice idea and happy with the food and any more choice, would be confusing and I would like some bacon sandwiches, more often. The chef provided us with a menu folder, which included a range of celebratory menus for special occasions, these included Burns Night, (with haggis and tatties), Bonfire Night, Shrove Tuesday and Mothering Sunday. Photographs taken of events reflect people enjoying meals and the social occasions. The home has introduced a comment book for relatives, health professionals and other visitors to record comments and compliments about the service. Sample comments included, thank you for escorting my relative to the surgery and thank you for the lovely flowers, sent by Hawthorne Drive to our relatives funeral and during my stay at Hawthorne Drive, I found the home to be clean, and it had a nice smell about it and thank you for looking after my relative so well. The complaint log reflects two complaints have been received about the service since July 2008. Both have been fully investigated and an explanation given to customer, with an audit trail to show the complainant was satisfied with outcome. Feedback from people using the service, staff and relatives confirmed the home is suitably staffed to meet the needs of the people living in the home. Examination of three staff files confirmed that all relevant documents and recruitment checks, required by regulations, to determine the fitness of the worker had been obtained prior to them commencing work. Staff performance and development reviews are in progress, with a completion deadline of the end of May 2010. The service is developing their training programme and is encouraging staff to take responsibility for their own training and development. Two staff are currently being sponsored to complete social work training. The training programme showed training completed and planned and included, fire safety, food safety, manual handling, medication, first aid, infection control, dignity, challenging behaviour, person centered care, which are all provided by qualified staff in house. Risk assessment, and unisafe is provided by an external training provider. What the care home does well:
The statement of purpose states the aim of the service is to provide a range of services within the home that practice in a non judgmental way and recognises everyone has the potential to make a real choice about how they lead their lives. Information provided in the AQAA, residents Have Your Say surveys and discussions with people during the inspection confirmed the service is meeting this objective and that people remain satisfied with the service they are receiving. Comments included, cant think of anything that could improve, the home is nice and clean and they look after everybody pretty well, we look after each other and just looking after me, they try to get what you want. Other comments included, the staff look after us and always ask what we want to eat, which makes us happy and we have lovely meals and the staff make sure the bedrooms and home is all comfortable and the home looks after me well and gives me a chance to mix with other people. There is a good ethos in the home, staff told us they feel valued, and supported. This was confirmed in CQC, staff Have Your Say satisfaction surveys. Six surveys returned told us staff felt they received good training and support to ensure they have the skills and knowledge to do their jobs and to meet the different needs of the people living in the
Care Homes for Older People Page 6 of 11 home. Staff surveys also told us, what they thought the home does well, comments included, I think we are an excellent home, we all work together as a team and the service the home provides is outstanding, this is supported by the respite requests for return visits and the phone calls received from prospective customers recommended to Hawthorne Drive by respite visitors. Other comments included, the activities we provide are funded through fund raising activities, all staff get involved as we all want the best for our residents, the fund raising is done in our own time, which I believe is a good judge of how much the staff do care for the residents and we provide person centered care, promoting individuality, helping residents to live their life as they wish and enable them to choose the care they want to receive and we meet the needs of the residents we care for, both their emotional and physical needs and we provide a wonderful activities programme with lots of interesting and new things to try. Staff also told us, we provide person centered care, including recognising peoples individuality, choice, dignity, respect and understanding of needs, particularly those who require dementia care and we provide activities pertinent to the individual and the environment is kept clean, the decoration is fresh and all areas are accessible for people living in the home, including the garden which is well kept for residents to use and enjoy. Staff also told us, we provide a professional and homely working environment, this is the best home I have ever worked in, each person is treated as individual and their personal needs are met and I think the management team are good at putting the needs of the residents first every time and I think all the staff and management are 100 dedicated to giving the best possible care for residents. We spoke with two sets of relatives visiting the home, who provided positive feedback about the service and the care and support their relatives receive. They told us, the staff are absolutely brilliant, we are incredibly pleased with the care our relative receives, the staff are lovely, always know what to do and there are always staff available and our relative has recently been unwell and the staff were brilliant, there is a lovely atmosphere in the home, very friendly and open and the staff go the extra mile, and provide really good joined up care, we some times have a meal at the home with our relative, staff always make up an extra table, just for us, for a family style meal. Relatives also told us, we know our relative is well looked after, nothing is too much trouble for anyone and the food is excellent and residents are provided with a good range of activities, there is a very good atmosphere in the home and we have no concerns about the laundry service, we can not wish for better, we think we are really, really lucky to have our relative living here, compared to other homes we have visited and the friendly atmosphere does not take away the efficiency and professionalism in the day to day running of the home. The home has demonstrated that they provide a high quality service that is respectful of peoples dignity. They have entered the Dignity in Care Awards for 2010, and had two staff who were runners up in the in 2009 award. They have also recently held a Dignity Action day celebration. Residents and relatives were asked what dignity meant to them as individuals. Quotes collected by staff, residents and relatives, were displayed during a coffee morning, which promoted discussion and raised awareness of dignity issues. The Dignity Action day, was included in the most recent Suffolk County Council (SCC) Newsletter. People using the service are consulted, through the quality assurance process, additionally the home has a monthly drop in / informal gathering, for relatives to have
Care Homes for Older People Page 7 of 11 open discussion forum, so that they can talk to staff and managers. This provides an opportunity for them to air any concerns or worries they may have about their relatives. A SCC quality adviser, visits the home monthly to review the service. The last visit completed on the 11/03/2010 provided feedback about meals and meal times, feedback was favorable on the standard of food provided, choice and quality of meals. The report also reflects the home has an ongoing programme in place for the maintenance and decor of the home. This reflects since the last inspection, there has been refurbishment of bathrooms, decoration and refurnishing of residents sitting rooms, which has enhanced the comfort and homeliness of the service. What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 2. Care Homes for Older People Page 8 of 11 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements
These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Regulations 2001 and the National Minimum Standards.
No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 9 of 11 Requirements and recommendations from this inspection:
Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours.
No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set.
No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service.
No Refer to Standard Good Practice Recommendations Care Homes for Older People Page 10 of 11 Reader Information
Document Purpose: Author: Audience: Further copies from: Inspection Report Care Quality Commission General Public 0870 240 7535 (telephone order line) Our duty to regulate social care services is set out in the Care Standards Act 2000. Copies of the National Minimum Standards –Care Homes for Older People can be found at www.dh.gov.uk or got from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop 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 summary in a different format or language please contact our helpline or go to our website. © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for noncommercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. Care Homes for Older People Page 11 of 11 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!
