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Inspection on 18/05/09 for Park End Road

Also see our care home review for Park End Road for more information

This inspection was carried out on 18th May 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 Excellent.

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: Park End Road The quality rating for this care home is: The rating was made on: three star excellent 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: Harbinder Ghir Date of this annual service review: 1 8 0 5 2 0 0 9 Annual Service Review Page 1 of 5 Information about the service Address of service: 20-22 Park End Road Romford Essex RM1 4AU 01708736439 Telephone number: Fax number: Email address: Provider web address:   utel@outlookcare.org.uk Name of registered provider(s): Conditions of registration: Category(ies) : learning disability Conditions of registration: Outlook Care Number of places (if applicable): Under 65 Over 65 6 0 The maximum number of service users who can be accommodated is: 6 The registered person may provide the following category of service only: Care Home only Code PC 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 Park End Road is a care home that can provide accommodation and support to seven people who have a learning disability. The premises are two joined together semidetached houses that are a short walk away from the shops and transport links of Romford town centre. Each resident has their own well-furnished bedroom, and share the homely communal rooms. It is run by Outlook Care, a not-for-profit organisation who provides a range of services for vulnerable individuals in North East London and Essex. The building is owned and maintained by Havering Council. The registered manager has left. Annual Service Review Page 2 of 5 Service update since the last key inspection or annual service review: What did we do for this annual service review? We looked at all of the information that we have received since the last key inspection. This included: The Annual Quality Assurance Assessment (AQAA), which was completed and sent to us by the registered manager. This is a self-assessment process, which all providers are required to complete once a year. It focuses on how well outcomes are being met for people using the service. It also provides us with statistical information about the service. Information about how the service has managed any complaints. The previous key inspection. 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 has this told us about the service? At the last key inspection on the 24th May 2007 the home was assessed as being an Excellent service. The last annual service review was completed on the 22nd January 2009. The home sent us their annual quality assurance assessment (AQAA) when we requested and this was comprehensively completed, which the service is commended for. Since the last inspection the organisation informed us in October 2008 that the registered manager had left. Since then the service has had a new manager in post, who transferred to Park End Road, from another Outlook Care home, who works three days a week at the home, who is currently in the process of registering with the Care Quality Commission. She has achieved her national vocational level four qualification and the registered managers award. It was evident from the comprehensive information provided on the AQAA that the management of the home ensures the correct systems are in place to support people living in the home. The service also holds an Investor in People Award. The AQAA informed us that there is a relatively stable workforce and there are currently seven permanent members of staff working at the home, who form a diverse staff team. Staffing levels are increased on a day-to-day basis to meet the needs of residents and to provide one to one support. The home has a high focus on providing a person centred and personalised care service. For example the AQAA informs us that residents were supported to go on holiday to the Algarve in June 2007 and that this was the first time some residents have been on an aeroplane. Information provided to residents for example menus, care plan information and complaints procedures are Annual Service Review Page 3 of 5 provided in pictorial formats to suit the communication needs of people using the service. The AQAA informs us that the home operates a robust recruitment and selection process, which ensures that staff are suitable to work with vulnerable people. Training and the development of staff remains a high priority for this home and there are ample opportunities for staff to improve their skills and knowledge in line with residents changing needs. All new staff complete a probation period and complete an induction programme and are closely supervised by the management team. Equality and diversity is identified throughout the AQAA as an essential part of staff development and is included in the planned training programme for the home. The AQAA further informs us that the service has an equal opportunities policy and that they respect other peoples beliefs and values and individuality and ensure that people who use the service are given choice regarding their daily life at the home. The AQAA further informs us that the organisation has recognised the need to hold cultural awareness events. They also have a diversity sub-group to review all aspects of diversity and to identify ways of improving practice. The AQAA also informs us that they have comprehensive quality assurance systems in place to ensure the service is run in the best interests of people using the service. Reviews of each residents care needs take place on a regular basis. All staff and external stakeholders are also invited to take part in an annual survey. Staff support residents to complete a survey form and the results are analysed and actioned by the service. The AQAA further informs us that the organisation has a service user forum, where people who use the service discuss things that are of importance to them. The home has regular residents meetings and the home always notifies the Commission of events affecting residents as required under Regulation 37 of the Care Homes Regulations 2001. Monthly Regulation 26 monitoring visits are undertaken by the organisation and provide comprehensive information about the quality of care being provided to people living in the home. Copies of these reports are kept at the home, which will be inspected at the next key inspection. Complaints and concerns continue to be dealt with in an effective and positive manner and are used to influence and improve service delivery. The service has a complaints procedure, which is produced in a DVD and pictorial format. The AQAA also informs us that they also have a direct dial phone which is accessible to all residents if they wish to make a complaint. This service is free and buttons on the telephone have a picture above them to indicate who they may want to speak to. The service is able to demonstrate its commitment to equality and diversity issues for both residents and staff, and the home remains very service user focused. What are we going to do as a result of this annual service review? We are not going to change our inspection plan for this service, and will do an unannounced key inspection before the 24th May 2010.However, we can inspect the service at any time if we have concerns about the quality of the service or of the health and safety of people using the service. Annual Service Review Page 4 of 5 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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