Inspection on 14/12/09 for Florence Lodge

This inspection was carried out on 14th December 2009.

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.

Other inspections for this house

Florence Lodge 22/08/07

Florence Lodge 06/11/06

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Extracts from inspection reports are licensed from CQC, this page was updated on 16/02/2010.

Annual service review Name of Service: Florence Lodge The quality rating for this care home is: The rating was made on: two star good service 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: Annie Foot Date of this annual service review: 0 2 1 1 2 0 0 9 Annual Service Review Page 1 of 7 Information about the service Address of service: 23-25 Florence Road Boscombe Bournemouth Dorset BH5 1HJ 01202397094 Telephone number: Fax number: Email address: Provider web address:   johnhardy12@btconnect.com Name of registered provider(s): Conditions of registration: Category(ies) : old age, not falling within any other category Conditions of registration: Florence Lodge Healthcare Ltd Number of places (if applicable): Under 65 Over 65 0 25 The maximum number of service users who can be accommodated is 25 The registered person may provide the following category of service only: Care home only - Code PC to service users of either gender whose primary care needs on admission to the home are within the following category: Old age, not falling within any other category (Code OP) Have there been any changes in the ownership, management or the No service’s registration details in the last 12 months? If yes, what have they been: Date of last key inspection: Date of last annual service review (if applicable): Brief description of the service Florence Lodge is a care home providing personal care and accommodation for up to twenty-five older people. The registered provider is Florence Lodge Healthcare Ltd and the registered manager is Mr John Hardy. The provider also employs the services of a management company to give additional support services to the home. Florence Lodge is situated in a quiet residential area of Boscombe, within a few Annual Service Review Page 2 of 7 minutes level walking distance of the bustling Boscombe shopping centre. The main shopping centre of Bournemouth is less than two miles away and Bournemouth Travel Interchange (trains and coaches) is situated about a mile from the home. Local amenities include a wide range of shops, cafes and restaurants and a weekly street market, as well as places of worship, doctors surgeries, a library, parks and gardens etc. There is a car parking area to the front of the home and further car parking is available for visitors on surrounding roads. It is approximately five minutes level walk to the bus station, where buses provide a service to all areas of Bournemouth, Christchurch, Poole and beyond. The home is situated approximately half a mile from the seafront at Boscombe. Florence Lodge is a large, detached property formed by linking two adjoining properties at ground floor level. The property was originally used as a hotel and then converted for use as a care home. Resident accommodation is arranged over two floors. The upper floors are not linked, so residents on one side of the home have a choice of a staircase or stairlift to aid access between the floors, but the other side may only be accessed by means of the stairs. There are twenty-two bedrooms, including three double rooms, but all are currently let as single bedrooms. Twenty rooms have en suite facilities, including baths or showers in twelve of these. The home has two communal lounges and two dining rooms. Annual Service Review Page 3 of 7 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 which took place on 22 August 2007 and the Random inspection on 14 August 2008. This included: The annual quality assurance assessment (AQAA) that was sent to us by the service. The AQAA is a self-assessment that focuses on how well outcomes are being met for people using the service. It also gave us some numerical information about the service. Surveys returned to us by people using the service and from other people with an interest in 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 and the results of any other visits that we have made to the service in the last 12 months. Relevant information from other organisations. What other people have told us about the service. What has this told us about the service? The home sent us their annual quality assurance assessment (AQAA) when we asked for it. It was clear and detailed and gave us all the information we asked for. We also received 14 completed surveys from people living at the home. Some people had been assisted by a relative or staff member in completing the forms. Most people say that they received sufficient information about the home prior to making a decision to move in. Everyone tells us that they have received a written contract from the home. Surveys confirm that staff are usually available when needed and that staff listen and act on what is said. Everyone responding to our surveys say that they are very satisfied with the medical care and support received from the home. Many positive comments were received in surveys telling us that that the home, does everything very well, and that, there is always a happy atmosphere which relaxes residents and visitors alike. Staff are said to be, very friendly, and meals very good. Relatives say that the home communicates well and keeps them informed of any issues and progress. The AQAA reports that as a result of listening to what people living in the home say, the following changes have been made to the service over the last twelve months; rooms have been refurbished with new chairs, carpets, TVs, beds and bedroom Annual Service Review Page 4 of 7 furniture as a result of residents voicing their opinion that changes needed to be made. A newsletter is printed every two months with quiz, anecdotes, words of wisdom and details of local events. Residents submit any articles to be included whether it be a poem, story or comment on the home or community. The menu and choices have been changed after consultation with residents and now have all favourites included. The pre-assessment form has been updated to ensure that family members are more fully involved from the start, as are other health care professionals. Surveys received from healthcare professionals say that the homes assessment arrangements ensure that accurate information is gathered and that the right service is planned for people at the home. There is an active activities programme in place at the home which is agreed by resident opinion. Surveys confirm that there are activities regularly available to join in with. One survey requested more entertainments, such as old time music and sing songs and party times. The majority of respondents to our surveys say that there is nothing they can suggest that the home could do better. Although some people say that home could do with a face lift, some would like the main bathroom to be updated and another would like a lift installed. The AQAA reports that plans are in hand to install two wet rooms in the next twelve months. We received 8 completed surveys from staff employed at the home. These tell us that staff are given up to date information about the needs of the people they care for. Staff say they are well supported by the manager who meets with them regularly to discuss working practice and share information. Both staff surveys and the AQAA confirm that there is good communication within the staff team and with the residents. Staff say that the home is warm and friendly, it is known as a caring home where people are made to feel welcome and at ease. All the staff surveys received commented on the quality and frequency of training. New staff receive induction training and other relevant training is provided. Staff all receive mental capacity training and in the prevention and control of infection. 8 full time and 6 partime staff are employed at the home. 14 permanent care staff are employed. 9 have achieved an NVQ level 2 or above in care. During the last year NVQ training has been completed for 8 members of staff. 5 staff have left their employment at the home during the year. Documentation and record keeping have improved with increased staff training. All policies and procedures in operation at the home have been reviewed within the last year. The AQAA reports that an easy to access complaints procedure is in place, that Annual Service Review Page 5 of 7 explains how complaints are handled. The procedure is displayed in every room. Where residents lack capacity, the home works to facilitate access to available advocacy services in conjunction with care managers. The home received and resolved 1 complaint in the last year. It was not upheld. 1 safeguarding referral was made. Everyone responding to our survey says they know who to talk to if they have a concern or wish to make a complaint. There have been 6 new admissions to the home in the last year and 26 short term admissions. The manager aims to run the home in an open and honest manner, encouraging everyone concerned with the home to feel free to express their concerns openly and frankly. All comments are taken into consideration and actions implemented where appropriate. The home continues to let us know about things that have happened since our last key inspection and they have shown that they have managed issues well. They work well with us and have shown us that their service continues to provide good outcomes for the people who use it. There is no evidence to indicate that outcomes for people who use the service have changed since the last inspection of the service. 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 22 August 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 6 of 7 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). 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