This inspection was carried out on 21st September 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.
Annual service review
Name of Service: Holywell Dene Care Home The quality rating for this care home is: The rating was made on: two star good service 3 0 1 0 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: Elizabeth Gaffney Date of this annual service review: 1 4 0 8 2 0 0 9 Annual Service Review Page 1 of 6 Information about the service
Address of service: Holywell Dene Holywell Whitley Bay Tyne & Wear NE25 0LB 01912374424 01912374420 holywelldene@highfield-care.com 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 Southern Cross Care Homes Limited Number of places (if applicable): Under 65 Over 65 0 50 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 Holywell Dene Care Home was purpose built in 1993. The home provides residential care for up to 50 people over the age of 65 years. The building is on a sloping site in the village of Holywell. The main entrance at the front of the building gives access to the middle floor. The building has three floors. There are pleasant views of Holywell Dene from the rear of the building and there is a large patio to the side of the premises. A passenger lift provides access to all floors. Parking is available to the rear of the building and ramps at the front door provide access for people with mobility difficulties. None 3 0 1 0 2 0 0 8 Annual Service Review Page 2 of 6 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: -Surveys returned to us by people living at the home and from other people with an interest in the service; -Information we have about how the service has managed any complaints; -What the home 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. No surveys were returned by relatives of people using the service. What has this told us about the service? Generally, people living in the home said that they are happy with the care and support they receive at Holywell Dene. Of the 10 service users who returned surveys, all said that staff are always or usually available when needed. They also said that staff listen to them, act on what they say and make sure that they receive the medical support they need. Service users also said: -The home is kept clean, tidy and heated. We have our own toilet. I get clean towels and a face cloth everyday. Clothes are washed each day if wanted; -Staff care for us very well. We get good food. -Holywell Dene looks after me very well. It is nice and clean. Staff are helpful all the time and are very kind to me. I am well looked after and enjoy staying here. My family can visit at any time and that makes me happy. -Staff do their best to support everybody. However, service users expressed concerns about the lack of activities and entertainment available within the home. People said: -We need more entertainment and excursions; -I would like staff to take me out more. I would like to go out for walks; Annual Service Review Page 3 of 6 -Holywell Dene does not have its own transport. We have to share transport with other homes and that means it can sometimes be weeks or months before our turn comes around; -Staff should be able to spend more individual time with residents. There should be more activities and trips out; -The home should listen to residents during house meetings; -Meals go cold quickly because they are served on cold plates. Of the six staff who returned surveys, all said that: -They are always or usually given up to date information about peoples needs and pre-employment checks are carried out; -Their induction training covered, or mostly covered, everything they needed to know to do their job when they started; -They receive training that is relevant to their role and keeps them up to date with new ways of working; -They have received enough training in meeting peoples health care needs; -The ways of sharing information in the home always or usually work well; -There are usually sufficient staff on duty to meet peoples needs; -They always or usually have the skills, support and experience to meet the different needs of people using the service. Staff also said: -Residents are well cared for; -Staff listen to residents and keep them informed; -The home needs to provide more entertainment; -More activities are needed. A healthcare professional who returned a survey said they are satisfied with the care and support provided at Holywell Dene. The Commission has not been notified of any safeguarding concerns since the last inspection of the service. The manager and her team generally let us know about issues that arise within the home. Staff said they have been told how to handle concerns. The majority of people using the service said they have been told how to make a complaint. Previous contact with the service has shown that they usually manage issues well. The Holywell Dene staff team work well with us and have shown
Annual Service Review Page 4 of 6 us that their service generally continues to provide good outcomes for the people who use it. However, the home needs to improve peoples access to social activities, entertainment and trips out. 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 01 October 2011. However, we can inspect the home at any time if we have concerns about the quality of the service or the safety of the people using Holywell Dene. Annual Service Review Page 5 of 6 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. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. Annual Service Review Page 6 of 6 - 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!
