Annual service review
Name of Service: Hollies, The 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: David Hastings Date of this annual service review: 1 9 1 0 2 0 0 9 Annual Service Review Page 1 of 6 Information about the service
Address of service: 9-11 Fox Lane London N13 4AB 02088863068 Telephone number: Fax number: Email address: Provider web address:
johnoak@blueyonder.co.uk Name of registered provider(s): Conditions of registration: Category(ies) : old age, not falling within any other category Conditions of registration: Mrs Patricia Phillips,Mr John Phillips Number of places (if applicable): Under 65 Over 65 0 19 Five specified service users who have dementia may remain accommodated in the home. The home must advise the registering authority at such times as any of the five specified service users vacates the home. 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 The Hollies is a private care home registered to provide care and support for a maximum of nineteen people over the age of sixty-five years. The aim of the home is to ensure that service users feel safe and relaxed as they would in their own home, but with the added security of knowing that help is always on hand if they need it. The home is a large detached Victorian, two-storey building with 15 single and 2 double bedrooms located on the ground and first floors. There are two bathrooms and two toilets on the first floor and an assisted bathroom and two toilets on the ground floor. The home has kept many of the original Victorian features. The managers office, lounge, dining area, kitchen and laundry room are on the ground floor. There is a small parking area at the front of the home and a well-maintained accessible garden at the back of the home. The home is situated on a residential street, close to a variety of
Annual Service Review Page 2 of 6 one shops, restaurants and public transport located along the high street at Palmers Green. A copy of this report can be requested directly from the home or accessed via the CQC website. Annual Service Review Page 3 of 6 Service update since the last key inspection or annual service review:
What did we do for this annual service review? This annual service review was started on 24th September 2009 and included a review of information that the Commission has received about the service since the last key standards inspection in September 2007. 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 service 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 Hollies is still providing a good service and that they know what further improvements they need to make. We sent out questionnaires to people who use the service and to staff who work at the home. We received 13 responses from people who use the service and 8 responses from staff. The responses from people who use the service were generally very positive about the care they receive. We asked residents what the home does well, Comments included: Friendly and homely atmosphere. Helpful staff. Good food. Everything in my opinion Helpful manager. Annual Service Review Page 4 of 6 Everything is fine. They do all the things I need and I can go to bed when I want to. Staff are very caring and look after me well. Very clean and tidy. Privacy is respected but help is on call if necessary. When we asked residents what the home could do better three respondents commented: Wait a long time for a cup of tea. Improve the food. More staff if possible. Responses from staff were also very positive about the home. Comments included: The Hollies is a home that welcomes people from all walks of life. The manager and owners treat their staff very well. The Hollies is such a pleasant place to work and with the sense of humour of the manager makes it such a lovely place to work. When we asked staff what the home could do better three respondents commented: More staff at weekends. A home owned van would be a valuable advantage. We spoke with the registered manager and she told us the home was running well and that she had no concerns about the service. The home continues to to let us know, where necessary, about things that have happened since our last key inspection and they have shown that they managed issues well. The Hollies works well with us and has shown that their service continues to provide good outcomes for the people who use it. 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 September 2010. However we can inspect this 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 5 of 6 Reader Information
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