Care Home: Bowbrook House

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Annual service review Name of Service: Bowbrook House 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: Sue Woods Date of this annual service review: 1 2 1 1 2 0 0 9 Annual Service Review Page 1 of 8 Information about the service Address of service: Bowbrook House Bowbrook Shrewsbury Shropshire SY3 5BS 01743247071 01743355995 Telephone number: Fax number: Email address: Provider web address:   Name of registered provider(s): Conditions of registration: Category(ies) : dementia old age, not falling within any other category Conditions of registration: English Care Limited T/A Bowbrook House Number of places (if applicable): Under 65 Over 65 30 0 0 30 The maximum number of service users who can be accommodated is: 30 The registered person may provide the following category of service only: Care Home Only (Code 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 (OP) 30 Dementia (DE) (30) 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: Variation to increase numbers from 27 to 30 older people with dementia Date of last key inspection: Date of last annual service review (if applicable): Brief description of the service Bowbrook House is a home for older people situated on the southern edge of Shrewsbury close to the Royal Shrewsbury Hospital. It is owned and run on a day-today basis by English Care Limited. Bowbrook House makes their services known to prospective service users in the Statement of Purpose and Service Users Guide. The Annual Service Review Page 2 of 8 latest inspection report is available within the home. The care home rates are reviewed annually on 1st April each year and people who live there are notified one month in advance. The only additional charges to service users are for hairdressing, chiropody, newspapers and trips out. This is clearly laid out in the terms and conditions and individual invoices prepared. Annual Service Review Page 3 of 8 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 tool that focuses on how well outcomes are being met for people using the service. It also gave us some numerical information about the service. Eight surveys received from people who live at Bowbrook House Six surveys received from relatives One survey from a staff member who works at Bowbrook House Three surveys from health and social care professionals 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 that was carried out by the Commission for Social Care Inspection (now the Care Quality Commission, CQC) on 21st November 2007. The Annual Service Review carried out by Commission for Social Care Inspection (now the Care Quality Commission, CQC) on 21st November 2008. The outcome of the application to vary registration made in August 2009 to CQC 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 gave us all the information we asked for. We looked at the information in the AQAA and our judgment is that the home is still providing an excellent service. The manager, who completed the AQAA said, We offer a high standard of care which is constantly being monitored. Service users are made fully aware that even if they do not normally need much help, they only have to ask and help can be given at any time. The home is also very well maintained and the environment is closely monitored so that repairs and improvements can be made as required. With the back up of our building company refurbishments and repairs are easily undertaken. We pride ourselves in providing a clean and fresh smelling home. We also offer a good entertainments schedule and are pleased that so many families join us for parties and events. We feel this is an important part of the service since the service users can enjoy the hustle and bustle of people as they come and go. The refreshments provided are always of a high standard. Without exception feed back that we received from people who live at the home, relatives, staff and health and social care professionals reflected the managers summary of what the home does well and people gave us numerous examples of how the home goes the extra mile for the people who live at Bowbrook House. For Annual Service Review Page 4 of 8 example the AQAA gave details of how the home uses Information Technology within the home to support people to stay in touch with family members that are far away. This service is clearly valued by people living at the home and their relatives. A relative told us My aunt is very happy at Bowbrook. She likes the staff, the residents and the food. The staff help her pass on messages to her daughter in New Zealand and print out photos for her. Fortunate to have found such a nice place to live People who live at Bowbrook House commented positively on the cleanliness, the meals and the support they receive from staff. One person said I am very happy here I dont think I could find a better home. Relatives also said that they were impressed with Bowbrook House. Comments included, My father is looked after well. Staff are very caring and friendly. Make dad feel at home. Lovely room, meals very good, arrange events to celebrate occasions. Home always very clean. A credit to the owners. Excellent food, care of the individual. Good entertainment programme. Senior carers always available and willing to talk any problems through Meet physical needs very well indeed. Food is excellent. Mother is kept clean and tidy. Hairdresser and chiropodist visit. I have not met a member of staff who doesnt care. The staff are outstanding and show endless care. The home has a good friendly atmosphere. Recent birthday party was out of this world. Health and Social care professionals also commented very favourably about the home saying that it meets peoples care and support needs, including their medical and social needs. They told us that the home had, Excellent communication with clients and staff. Treat clients appropriately with dignity and respect. Plan care appropriately and review according to individual needs. A very caring approach. One person said, Bowbrook is an excellent home. I cant think of anything they could do better. The manager and the staff team are clearly well respected by people living at the home, relatives and health and social care professionals said that they do a good job. The AQAA reflects that staff have good training and support and this was supported by the one staff member who returned a survey to us. That person also said that the home Provides excellent care for the residents whos needs always come first. We consider that the manager of Bowbrook House is aware of the strengths of the service provided and is proactive in making improvements to staffing, to the environment and to existing facilities to make the home an even nicer place to live. Annual Service Review Page 5 of 8 The manager detailed the following improvements over the last 12 months. We have introduced the senior carers and this has meant that each of them have a small number of service users to monitor. This has lead to a further contact always available for families and is allowing staff to build up better relationships with service users and family as well as gaining more experience. The overall monitoring and review by the care manager ensures the quality of the care planning and general care remains a high standard. We have introduced the new person centred care plans and hope this will improve the record keeping for service users and ensure the care we are giving is focused on their hopes and desires. We have reviewed the organisation of maintenance records and checks so that more formalised records are maintained. This role has been delegated to the maintenance person and is working really well. We have increased the day room facilities and improved the structure of the home through a massive refurbishment to the roof and associated areas. The staff accommodation has been refurbished and decoration has been undertaken in all affected areas. We have refurbished the laundry area and this has brought the facilities up to standard and improved working conditions and efficiency in the laundry A further activities coordinator has been introduced to increase the support in this area We have increased staffing levels to ensure the care manager has more time for administration, monitoring of care and staff performance. The manager also identified areas where she felt that the home could do even better. She said in the AQAA that they plan, To embed the use of the new care plans and monitor how well they are achieving outcomes for our service users To review our service in relation to death and dying by involvement with the doctors under the GSF scheme and to pilot the use of preferred priority of care (PPC)documents within our care plans. These have just been introduced in Shropshire and may prove to a valuable addition to the care planning since it focuses on the wishes of those service users who are reaching the end of their life and covers the care and wishes they may have. A better structure of training to ensure courses attended are relevant and useful. This will be done through better choice of courses and trainers, better use of our resources, more feedback after courses to assess their usefulness and provision of more in house training for those courses where a qualified person does not need to attend. People receiving a service, relatives, staff and health and social care professionals were also asked what the home could do better and the majority of responses were that the home could do nothing better. One person who lives at Bowbrook told us they would like more activities although other feedback reflected this was a strength of the home. Relatives suggested that maybe more staff would be beneficial for activities and evening support but again no other comment reflected these comments. One person said that there had been laundry mix ups and one person said the service at meal times could be slow. The AQAA said that meal times have been reviewed and that changes have been made to the laundry service suggesting that the home is already looking into these suggestions. At the time of our last key inspection in 2007 we found that the home was performing well offering excellent quality outcomes for the people who live at Bowbrook House and this continued to be so at the time of our latest Annual Service Review in 2008. Annual Service Review Page 6 of 8 Since the time of our latest Service Review we have only received one notification that informed us of an expected event at the home. The manager demonstrates in the AQAA that she is aware of her responsibilities and liaises with us to ensure good communication. There have been no safeguarding referrals and two complaints made to the home directly about the service suggesting that people are aware of the complaints process even though people living at the home and the AQAA told us that they usually share concerns informally and are happy with outcomes. One complaint was not upheld and one complaint is currently awaiting an outcome. All of this information suggests that the home continues to offer an excellent service with the registered manager fully aware of the strengths and needs of the home ensuring that improvements are continually identified and addressed to ensure the continuation of providing good quality care. 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 21st November 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. 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