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Inspection on 01/03/10 for Highfield House Residential Home

Also see our care home review for Highfield House Residential Home for more information

This inspection was carried out on 1st March 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: Highfield House Residential Home 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: Jill Clarke Date of this annual service review: 2 5 0 1 2 0 1 0 Annual Service Review Page 1 of 7 Information about the service Address of service: London Road Halesworth Suffolk IP19 8LP 01986872125 F/P01986872125 cobyd@bupa.com www.bupa.co.uk BUPA Care Homes (CFC Homes) Ltd Telephone number: Fax number: Email address: Provider web address:   Name of registered provider(s): Conditions of registration: Category(ies) : dementia old age, not falling within any other category physical disability Number of places (if applicable): Under 65 Over 65 40 0 2 0 39 0 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: Date of last key inspection: Date of last annual service review (if applicable): Brief description of the service Highfield is situated close to the town of Halesworth in Suffolk. The home is owned by BUPA and is registered for 40 older people. The home is registered to provide care to people with dementia and two people under the age of 65 with a physical disability. Highfield is not registered to provide intermediate or nursing care. Highfield has easy access to the shops and is on the local bus route. It is situated within extensive grounds, with a summerhouse, sensory garden, patio and terraced areas. The home offers 32 single rooms and 3 double rooms, 28 rooms have en-suite toilet facilities and 12 have an en-suite bath or shower. Communal areas include two lounges, one with a television and one designated as a quiet room, two conservatories and two dining rooms. Highfield has produced a statement of purpose and a colour brochure providing detailed information and photographs about the home. These are available Annual Service Review Page 2 of 7 Responsible individual on request. People moving into the home are provided with a welcome pack, which includes the service user guide, and information about local services and services provided in the home. It also contains a copy of the BUPA terms and conditions of residence and a copy of the complaints procedure. Each person is issued with a contract, which specifies their agreed fees and how much they are expected to pay on a weekly basis. Fees are calculated depending on the needs of the resident; they range from £362 - £750 per week. These do not cover additional services for example, the hairdresser, chiropodist and personal items such as toiletries and daily newspapers. 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. 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 and annual service review. 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 gives us some numerical information about the service. * Surveys returned to us from people living and working at the home. We received surveys from twelve people who lived at the home, and two staff members. * What the service has told us about the things that have happened in the home, these are called notifications and are a legal requirement. * The previous key inspection report (18th September 2007) and annual service review (10th September 2008) * 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 provided us with information on what they do well, areas of their service they have improved in during the last year, and plans for improvement during the next twelve months. This shows they are continually monitoring the service they are providing, to ensure it meets their regulatory obligations, and the needs of the people living at Highfield House. We looked at the information in the AQAA and our judgment is that the home is still providing a good service and that they know what further improvements they need to make. When we asked the service users surveyed if they knew who to speak to informally if they were not happy, all the ten people who answered this question had replied Yes. However, when asked if they knew how to make a formal complaint, two people said they did not know how to do this. The two staff who returned our surveys both confirmed that they knew what to do if a person had concerns about the home. The AQAA told us that there have received no complaints during the last twelve months and stated Bupa Care Homes is currently reviewing its current complaints policy. The current policy has agreed timescales for managing complaints. The information that accompanies the policy is prominently displayed in the home. The policy includes a three tier framework including the home, the regional management team and the national Quality and Compliance department. Annual Service Review Page 4 of 7 The AQAA told us that there had been no safeguarding alerts made in the last twelve months. However we were made aware of a safeguarding alert that had been made to social care for which no further action was taken. The AQAA tells us Bupa Care Homes has robust allegation of abuse and neglect policies, allowing staff to raise concern within the home or to senior staff outside the home. The PoVA procedures are well documented should the need arise and training is available regarding to all aspects of protection. The AQAA informs us how the peoples needs, who live at the home, are being met. We are told that all residents have comprehensive Personal Plans produced with the help of the QUEST assessment tool, which are reviewed monthly and updated as necessary, we record and report on the treatment of pressure ulcers, as well as assess and document actions taken to alleviate the risk. All residents nutritional needs are assessed using a recognised nutritional assessment tool and we ensure that all Personal Plans are individual and based on the choices and preferences of the residents. The service users we surveyed, when asked if they receive the care and support they need, eight people answered always, three usually and one said that they did not know. When we asked if they are receiving the medical support that they needed, eleven people replied always and one person said sometimes. Comments included look after me well and all carers very helpful. When we asked people living at the home if the staff listened and acted on what they said, eight answered always, three answered usually and one said that they did not know. The survey also asked if staff are available when they needed them, seven answered always, four answered usually and one said that they did not know. Comments made in the surveys included Highfield House is a very homely place to live in, I love it here and I consider the home to be excellently run. Survey feedback from two members of staff, confirmed that they are always being provided with up to date information about the people they give care and support to. One member of staff commented that Highfield is a friendly well run home, always providing residents with what they require at all times and the home does everything to a high standard, this is because all the staff communicate well with each other to ensure all needs are met. The AQAA stated we have a structured activities pro-gramme, with a dedicated activities organiser. We encourage a weekend activities programme. When we asked service users if the the home arranges activities that they can take part in and eight people replied always and four said that there usually were. When we asked in our surveys if people living at the home liked the meals being provided, seven people replied always, and five usually. Their comments included good food, sometimes there is a bit of a wait for meals and perhaps a little more imagination in the daily menus. The AQAA stated we have developed our menus to allow for resident choice and preferences and the menu master helps ensure every menu within the home is customer led and nutritionally balanced. The Nite Bite menu allows our residents to Annual Service Review Page 5 of 7 choose what to eat when they feel like it, providing healthy choices at any time through the night. We provide picture menus to help open up choice. We encourage the involvement of residents and staff in the development of the menus. The home continues to inform us of things that have happened in the home and how they have managed issues. They work well with us and have shown us that their service continues to provide good outcomes for people living at Highfield House. What are we going to do as a result of this annual service review? We are not going to change our inspection plan. Using the current CQC methodology for inspecting 2 star services, we will do a key inspection within three years of the last key inspection, which was the 17th September 2007. However, we can inspect the service at any time if we have concerns about the quality of the service or the safety of the person living there. 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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