Inspection on 12/01/10 for The Willows Intermediate Care Service
Also see our care home review for The Willows Intermediate Care Service for more information
Due to difficulties updating our database, this is probably NOT the latest inspection report for this service. Please check the CQC website instead. We hope to resume regular updates of BestCareHome soon.
The following inspection below was carried out on 12th January 2010.
CQC found this care home to be providing an Excellent service.
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.
Other inspections for this house
What follows are excerpts from this inspection report. For more information read the full report on the next tab.
What the care home does well
The staff have developed good information which is given to people prior to their stay. A copy is available in all the bedrooms, and in a number of different formats and languages if required. People have their needs assessed in detail and a plan of care is agreed with the person, which describes the care and support offered to them. Care plans are added to, by the many professionals within the home. Both assessments and care records are frequently up-dated to ensure they reflect the changing care needs of people living in the home. This ensures people have the correct amount of assistance, to help them regain lost skills and assists them back into the community. Staff have a good understanding of the risks relating to people and have put risk assessments in place to reduce risks associated with each person. People have good access to healthcare services to meet their personal and healthcare needs. Staff administer medication safely to people, staff follow a set process to ensure they are not distracted. Service Users have individual programmes geared to their independence, self care and socialising. Service Users undertake a range of activities assisted by staff, and have a range of choices making their stay a positive experience. The menu reflects peoples individual needs and choices, and staff are aware of peoples dietary needs, likes and dislikes. We looked at the training staff have undertaken before working with service users. This told us that staff have a good range of skills to help people in the home, that is then added to periodically. The staff monitor the quality of care, facilities and safety within the home. A detailed survey was undertaken recently with questionnaires being sent out to a number of people with interests in home. The policies and procedures provide good guidance for the staff to operate safe working practices. Comments from the surveys forwarded to service users and their relatives prior to the visit, and those made on the day include. What the home does well. "Rehab assistants very caring and attentive. On the whole an excellent facility which could be even better with a few additions to procedure and more rehab staff". "The care in the home is very good, X is well looked after". "Try to maintain independence, dignity and respect". "Staff work very hard, always willing to chat, nothing too much trouble". "Accommodation clean and cheerful, food good". "They create a home from home, lots of interaction with residents and staff, and lots of activities". From the surveys forwarded to staff the following comments were made. What the home does well. "Assessments for activities of daily living". "Comprehensive service (Occupational Therapists and Physiotherapists). Very good rehabilitation staff and a good reputation". "Try our best to meet the needs and requirements of individual Service Users". "Care well for the Service Users we look after". "Care for Service Users and offer choice". "Meet the cultural, emotional and social needs of the people who use this service".
What has improved since the last inspection?
A number of areas were highlighted by the manager in the AQAA document, these include; Half of people accessing the service have gone home. This is a good outcome as most of the people coming in the Willows have been identified as needing long term care. Our approach to providing care people with memory loss and dementia has improved. The service has changed to also offer a mental health service which involved training and re-skilling around working styles and practices. The appointment of clinical mental health specialist has helped us to consider peoples needs in relation to their memory loss and dementia in a more informed manner. We have approached dementia care in a creative manner seeking to find individuals solution to peoples needs involving them and meaningful people in their lives. We are using Telecare within the unit to help detect individual movement at night so assist to re-orientate people can be done in the most sensitive and unobtrusive manner. We have purchased activity materials for service users so care staff have resources they need. Staff are spending time concentrating on one to one activities especially when these help a person to manage living with memory loss and dementia. Life history work being completed in the next 12 months with service users. Weekends now concentrate on social and recreational activities. We have continued to improve all communal areas, bedrooms and carpets as required. We have new individual controlled heating installed in all bedrooms and a new boiler and heating system fitted to reduce our carbon impact.
What the care home could do better:
Staff could restrict medication ordering to one book at a time, this would clarify the process, and make it easier to track orders and changes. Staff could date any complaints or compliments received, this would then be a guide when completing paperwork on these statistics. Staff could record all complaints in the same paperwork. This would ensure all complaints were dealt with in the same way. When displaying Quality Assurance comments, staff could note how and when these were followed up. Comments from the surveys forwarded to service users and their relatives prior to the visit, and those made on the day include. What the home could do better. "Seems a lack of communication between OT`s, Physios, mental health professionals and family members. Little account of what rehab assistants opinions when decisions re service users future accommodation being made". "Short stay home, everything seems to be taken care of". Of the returned surveys one relative stated they were unsure how to log a formal complaint. From the surveys forwarded to staff the following comments were made. What the home could do better. "General communication between staff and clinicians; and involvement with the home visit". "Feel the communication between social teams, clinicians and service user families need to be improved". "Nothing we already give a good service". "Have more staff to cover (annual) leave and sickness".