Annual service review
Name of Service: Windsor Court The quality rating for this care home is: The rating was made on: two star good service 0 9 0 2 2 0 0 9 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 2 0 1 2 0 1 0 Annual Service Review Page 1 of 7 Information about the service
Address of service: The Avenue Wallsend Tyne & Wear NE28 6SD 01912635060 01912633472 windsor@ladhar.co.uk Telephone number: Fax number: Email address: Provider web address:
Name of registered provider(s): Conditions of registration: Category(ies) : dementia learning disability mental disorder, excluding learning disability or dementia Conditions of registration: Mr Baldev Singh Ladhar Number of places (if applicable): Under 65 Over 65 45 3 5 0 0 0 The maximum number of service users who can be accommodated is: 45 The registered person may provide the following category of service only: Care home with nursing - Code N To service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Dementia Code DE, maximum number of places: 45 Mental disorder, excluding learning disability or dementia - Code MD, maximum number of places: 5 Learning disability - Code LD, maximum number of places: 3 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: Yes. An Acting Manager has recently been appointed following the departure of the registered manager. 0 9 0 2 2 0 0 9 Date of last key inspection: Date of last annual service review (if applicable): Brief description of the service Annual Service Review Page 2 of 7 Windsor Court is a purpose built three storey home which provides both nursing and residential care for up to 45 service users. The home is registered to provide care to people with dementia, learning disabilities and mental health needs aged 18 and above. Windsor Court is situated in Wallsend and provides easy access to local shops, restaurants and other public amenities. 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. 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 as well as information about how the service is meeting the National Minimum Standards; * 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 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. What has this told us about the service? Windsor Court sent us their AQAA when we asked for it. It was well completed and gave us all the information we asked for. We looked at the information in the AQAA and our judgement is that Windsor Court is still providing a good service. For example, with respect to equality and diversity, the AQAA said: * The company has devised equality and diversity policies and procedures; * The company has a disability symbol on their recruitment advertisements to show that they do not discriminate against applicants with a disability; * The homes need assessment format covers peoples spiritual beliefs and special dietary needs; The homes AQAA also told us that: * People interested in using the service are provided with access to leaflets and brochures. The home has developed an admissions pack which helps to ensure that each persons admission is managed smoothly; * The arrangements for providing service users with access to a healthy diet which Annual Service Review Page 4 of 7 offers choice are good; * Improvements have been made to the premises. Further work to improve the homes facilities is underway; * The arrangements for keeping people safe from harm or abuse are good. The home has referred one safeguarding concern onto the local authority and one safeguarding investigation has subsequently taken place. The home has received one complaint which was addressed within its 28 day deadline. The home is good at making sure that the Care Quality Commission, and other relevant professionals, are aware of any concerns involving the health and well being of people living at Windsor Court; * The homes policies and procedures have been revised within the last 12 months. This means that staff have access to the latest advice and guidance which helps to make sure that they are providing people with the best possible care; * Staff are subject to robust recruitment and selection procedures which help to make sure that only suitable staff are employed at the home. The AQAA also demonstrates that the home has clear plans for further improving the care and facilities it offers. Most of the staff that returned surveys said that: * They are given up to date information about the needs of the people they support; * Their induction covered everything they needed to know to do their job. However, one person said that they had not received any induction; * The homes manager provides them with enough support and meets with them on a regular basis; * The ways of sharing information about the people they support works well; * There are usually enough staff on duty to meet peoples support needs; * They have enough support, experience and knowledge to meet peoples different needs. However, staff also said that they need more training and access to better equipment. The majority of staff also said that people should be provided with access to more activities to help keep them stimulated. Relatives who returned surveys said that: * They had received enough information about Windsor Court before their relative moved into the home; * People always or usually receive the support they need to meet their needs. They also said that staff are available when you need them. However, one relative said that there needs to be more social interaction between staff and people living at the home;
Annual Service Review Page 5 of 7 * People receive the medical care they need; * They enjoy the food served at the home; * Activities are usually available for people to access if they choose. One relative expressed concerns about the condition of some of the homes easy chairs, the allocation of continence pads and the provision of social activities. This information has been shared with the home who are working with the relative to address their concerns. 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 December 2012. However we can inspect Windsor Court 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
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