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Inspection on 17/08/09 for Queensmount

Also see our care home review for Queensmount for more information

This inspection was carried out on 17th August 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: Queensmount 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: Annie Foot Date of this annual service review: 1 7 0 8 2 0 0 9 Annual Service Review Page 1 of 7 Information about the service Address of service: 18 Queens Park West Drive Bournemouth Dorset BH8 9DA 01202391144 01202304346 willis@bupa.com www.bupa.com BUPA Care Homes (BNH) 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 52 Five of the eight double sized rooms may be used as shared rooms at any one time. The home may accommodate a maximum of 3 younger adults who require nursing care (age 35 years and above). The home may accommodate a maximum of 43 service users who require nursing care. Have there been any changes in the ownership, management or the No 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 Queensmount is a BUPA purpose built care home situated in a quiet residential area, overlooking a large park with a golf course. The nearest shops, post office and other local amenities such as churches are approximately three quarters of a mile from the home. A bus service is available a short walking distance from the home. Queensmount is registered to accommodate 52 residents (over 65 years of age) including up to 43 requiring nursing care. Within that number the home may accommodate a maximum of 3 adults age 35 years and above who require nursing Annual Service Review Page 2 of 7 care. There are 42 single bedrooms and 5 double bedrooms; all bedrooms have ensuite hygiene facilities comprising as a minimum a wash hand basin and toilet. Bedrooms are located throughout the 3 floors of the home; a passenger lift enables level access around the home. The 10 ground floor bedrooms are for the accommodation of service users who do not require nursing care. The home has a hairdressing salon, a shop selling small items (toiletries, confectionary, note paper etc.) and a licensed alcoholic drinks bar open during restaurant hours and additionally two evenings each week. The gardens and grounds are well tended with garden furniture available so that residents can sit outside in good weather. There is car parking space at the front of the house for use by visitors. Laundering of clothing and household linen is carried out at the home and arrangements are made for chiropodists, opticians and other health and social care professionals to visit individual residents. The fee range at the time of inspection was £885 to £1,095 per person per week. Up to date fee information may be obtained from the service. Information regarding the subjects Value for Money and Fair Terms in Contracts can be obtained from the web link: www.oft.gov.uk 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 which took place on 30 August 2007 and the annual service review completed 18 August 2008. 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 home sent us their annual quality assurance assessment (AQAA) when we asked for it. It was clear and detailed and gave us all the information we asked for. We also received 9 completed surveys from people living at the home. Some people had been assisted by a relative in completing the forms. These tell us that people receive sufficient information about the home prior to making a decision to move in. Most people are aware of receiving a contract from the home. Respondents to our surveys say that they always receive the right medical care and support they need. One person commented that they, cannot fault the nursing care. In reply to our question, what does the home do well?, comments included: keeps a friendly atmosphere, each person is treated equally, provides an informal homely atmosphere, and overall care is very good indeed. Staff are most helpful and friendly. Others commented that, night attention has improved and the home gives residents a chance to raise queries at regular meetings with the manager. A number of surveys commented on staff shortages; there has been a reduction in carers available during the past year and we have to wait longer for attention eg washing and dressing until late morning. Others commented that more encouragement is needed to ensure residents fluid intake is kept up. Annual Service Review Page 4 of 7 The AQAA tells us that menus are planned around residents choices and preferences and that residents are able to choose what to eat when they feel like it, providing healthy choices at any time through the night. Although people commented that they usually enjoyed the food, a number of surveys reported that the food could be presented more attractively especially suppers, and that food is often not very warm or seasoned well. Residents say the size and weight of cutlery has been improved over the year, although the AQAA tells us that the home would like to investigate better alternatives. A programme of activities for residents is arranged. Requests for more outside entertainers and music were received in our surveys. There is complaints procedure in operation at the home. The AQAA tells us that BUPA Care Homes are currently reviewing the current complaints policy. Everyone responding to a survey said they knew who to talk to if they had any concern or wished to make a complaint. Staff are aware of procedures to follow. 3 complaints were received in the last year. All were resolved within the policys timescale. There have been 14 new admissions to the home in the last year and 24 short term placements. We received 2 surveys from health care professionals which tells us that the home makes appropriate assessment arrangements so that the right service can be planned for people moving into the home. The surveys also tells us that peoples privacy and dignity are respected and that residents are supported to live the live they choose. The home is staffed by a team of qualified nurses and support carers. 47 permanent care staff are employed at the home. Of these 27 have achieved an NVQ level 2 or above. The AQAA reports that the number of staff achieving an NVQ has improved in the last year. 13 staff have left the homes employment in the last year. We received 5 surveys from staff working at the home. These tell us that staff are provided with up to date about the needs of the people they care for. Staff all confirmed they received induction training and receive relevant ongoing training to fulfill their role. All of the staff commented on the regular support received from the manager. The staff say that the home offers, very good care to residents and families, that, we respect and uphold dignity at all times, and, there is a commitment to giving a good all round service. Several staff responding to surveys commented on staff shortages which cause others to struggle. In particular there are requests for more staff on duty during the morning shift, which would help staff morale. There are a comprehensive range of policies and procedures in operation at the home, which are regularly reviewed. The home continues to let us know about things that have happened since our last key inspection and they have shown that they have managed issues well. They work well Annual Service Review Page 5 of 7 with us and have shown us that their service continues to provide good outcomes for the people who use it. There is no evidence to indicate that outcomes for people who use the service have changed since the last inspection of the service. 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 31 August, 2010. However, we can inspect the 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 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). 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 7 of 7 - 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!