Annual service review
Name of Service: Nettlestead 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?
Yes 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: Wendy Owen Date of this annual service review: 1 4 0 9 2 0 0 9 Annual Service Review Page 1 of 6 Information about the service
Address of service: 19 Sundridge Avenue Bromley Kent BR1 2PU 02084602279 02084643683 Nettlestead@Nightingales.Co.UK www.nightingales.co.uk Nightingale Retirement Care Ltd 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 Conditions of registration: Number of places (if applicable): Under 65 Over 65 0 22 The maximum number of service users who can be accommodated is: 22 The registered person may provide the following category of service only: Care Home Only (CRH - PC) to service users of the following gender: Either whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category - Code OP 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 Nettlestead is a large, detached three-storey Victorian house, converted for residential living, providing care and accommodation for twenty-two older people. The house is set within its own well-kept grounds, with a secluded rear garden. Off-road parking is located to the front of the property, with an in and out drive. The home is situated in a quiet residential area within walking distance of local shops and public transport links. The house has retained many of its original features, particularly the wood panelling in the lounge.
Annual Service Review Page 2 of 6 None Service users accommodation is on all three floors, accessed by stairs or lift. There are 20 single rooms. Central heating is provided to all areas of the home. Specialist bathing equipment and lifting aids are also available. There are telephones accessible to service users. All service users have a large button telephone in their own room connected to a central switchboard. The residents are cared for 24 hours a day by a team of care staff, ancillary staff and a management team. Fees include accommodation, food and staffing. It does not include hairdressing; private healthcare; newspapers, clothing; toiletries and other personal expenditure. The home has a Statement of Purpose and Service Users Guide providing information on the home and copies of inspection reports are available directly from the home. A copy of the inspection report is available on request from the home. 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? Nettlestead was rated a good service on its last inspection on 27/09/07 with the ASR dated 27/09/08 showing sustainment of this rating. There has been no change to the Provider or management in this time. We looked at all the information that we have received or asked for since the last key inspection or annual service review to determine if the service continues to meet peoples needs. 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 AQAA was sent to us on time and was very comprehensively completed. We were given a lot of information about the changes that have occurred since the last inspection. Much of this relates to changes to the environment. They have now finished a total refurbishment of Nettlestead which includes the installation of contemporary ensuite toilet facilities to 17 out of 20 rooms. In addition all residents have large-button direct dial telephones satellite TV and internet connections in their own rooms. There are a number of other changes, including a new silent alarm system, developing changes to the garden making it more accessible and more interesting for people living there. It is also positive that they have employed an activity co-ordinator for six days a week, as well as becoming more involved with commmunity activities and outings. The Provider is also applying for accreditation with ISO 14001 and Investors in People in the next few months to improve their quality assurance systems. We have also been told of improvements to the care planning system, food choices and increased staffing at peak times, more robust recruitment and training for new staff. it is clear that the Providers have been putting a lot of effort into improving the service over the last 24 months. Annual Service Review Page 4 of 6 We have not received any complaints about the service and the AQAA shows that no complaints have been made through the homes complaints procedures. We sent out surveys and received the following completed: six for service users; six for staff and one professional. Comments include The residents are well looked after. The home is well maintained to a high level and staff are very friendly. One person felt that staffing, particularly at weekends in the afternoons and provision of morning activities could be improved and so did another person comment on the need to improve staffing. Survey questions were generally responded with always or usually. Two of the five felt more activities were needed, although these comments may have been before the employment of an activity co-ordinator. One other comment was it is obvious that they want to do the best they can for their clients. It attends to health needs particularly well. The recent appointment of an activities co-ordinator is a significant step in recognising and meeting needs on a more individual basis. This respondent felt further improvements could still be made, such as ensuring the information the family give on admission is used and not filed away. A professional responded with the following comment excellent communication between them and the District Nursing team. Always able to answer any questions we may have. Staff feedback was also generally positive feeling the home was friendly and the staff worked as a team. It appears that the home continues to meet the needs of the people living there with the Provider and Manager aiming to continually improve the service. What are we going to do as a result of this annual service review? We think the quality of the agency might have improved since the last key inspection. We will do a key inspection by 1st June 2010 to review our assessment of the agency. 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:
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