Care Home: Brigstock Manor

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Annual service review Name of Service: Brigstock Manor The quality rating for this care home is: The rating was made on: two star good service 0 4 1 1 2 0 0 8 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: Michael Williams Date of this annual service review: 1 3 0 8 2 0 0 9 Annual Service Review Page 1 of 6 Information about the service Address of service: 129 Brigstock Road Thornton Heath Croydon Surrey CR7 7JN 02086841912 02086843585 ann.denman@croydon.gov.uk 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 physical disability Conditions of registration: London Borough of Croydon Number of places (if applicable): Under 65 Over 65 0 33 33 0 The maximum number of service users who can be accommodated is: 33 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 - Code OP (maximum number of places: 33) Physical disability - Code PD (maximum number of places: 33) 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 Brigstock Manor is a large residential establishment registered with the to provide personal care for up to 33 older people including 7 respite, short stay beds. The home is owned and run by the London Borough of Croydon. The home is situated on a busy main road in Thornton Heath and is therefore close to public transport. The stated Annual Service Review Page 2 of 6 0 4 1 1 2 0 0 8 philosophy of the home is to provide a caring and homely environment for our service users and to endeavour to treat everyone equally regardless of their disability, gender or ethnic origins. Accommodation is on three floors, with the ground floor being used for respite care. Communal areas comprise small lounges and dining rooms with kitchenettes on each floor. There are bathrooms and toilets on each floor and other facilities include laundry, kitchen administration offices. The home has a large, enclosed garden to the rear and parking space to the side of the premises. The premises are due to be replaced in a new for old process within about two years.We are advised that there have been no changes to the owners, London Borough Croydon but the manager has changed and will need to register with the Commission. Fees as at November 2008 were 487 pounds. Annual Service Review Page 3 of 6 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 or annual service review. This included, The annual quality assurance assessment AQAA that was sent to us by the service. The AQAA is a self-assessment form that focuses on how well that service judges its outcomes are meeting residents needs. 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. The action plan provided by the home which tells us how they have addressed the requirement made in the last inspection report. Relevant information from other organisations. What other people have told us about the service. What has this told us about the service? The service sent us their annual quality assurance assessment AQAA. The one we received was clear and gave us the information we asked for. We looked at the information in the AQAA and our judgement is that this home is still providing a good service and that they know what further improvements they need to make. The service provided us with their action plan which gave us information about how they are addressing the requirements we made in the last inspection and the Commission remains confident that the home will continue to work towards meeting standards. As we identified when we last visited in November 2008, the resident say the staff are good and the food is good too. One resident summarised her thoughts by telling us, it is very good here. Although written responses were very limited they did confirm good practice. To questions such as, do you feel you get the support you need the written reply was always, Yes. When we spoke to residents during our visit at that time they confirmed this by telling us, The staff were very good and, The food is alright. One resident said she had good days and bad days but did not clarify what was not so good for her. Another resident said it was, quite good here, but offered little qualifying explanation. One resident said he gets a little bored at times. The home aims to provide a comfortable and safe environment for the service users in a people centred way, that is, the service users needs are seen as paramount by the whole staff team and, as a member of staff said, the residents come first, We try to make sure the standard of care is always good. Despite the age and size of the building care is provided in a homely manner in small, group-living units. The activity person has on previous visits confirmed that a wide range of social opportunities are provided including on site entertainment and local excursions. Four requirements were issued when we visited this care home in 2006, Three of those had now been addressed by the time of our visit in 2008. Staff records are held Annual Service Review Page 4 of 6 centrally rather than in the home and this is in agreement with the Commission and allows large organisation to centralise staff records; it also means checks including police checks are dealt with in a constant and methodical way for all staff. Maintenance was to an acceptable standard and the third requirement checked when we visited in 2008 was staff supervision. The service now has a computer based system, PDCS, Personal Development and Competence Scheme which ensures all staff receive regular supervision, appraisals and competency checks throughout the year. This is both supportive for staff to develop their careers and this process will also assist managers to monitor poor practice and deal with shortcomings in competence and skills. One requirement is not fully met by November 2008 was the excessive reliance upon agency staff which residents have been very critical about. Reside had been saying that temporary staff do not know what they are doing. The home addressed this by trying to secure regular agency staff so they do get to know residents. The outcome is that some agency staff have worked in the home for many months whilst others for much shorter periods. The Commission is aware that this is due in part to the new for old process in which older buildings are being replaced by newer more modern ones and so staffing levels need to be adjusted in the longer term. Although activities are available some residents said they do get a little bored and would like more local outings and more entertainers, this suggestion was passed on to the manager. The manager also felt staff need guidance in encouraging residents who tend through inertia to decline opportunities for activities when they are offered. The visiting inspector demonstrated a portable hearing device that several residents tried during his interviews. Residents found it very helpful in communicating with him so the manager has agreed to purchase some from the RNID, Royal National Institute for the Deaf. Also in respect of diversity and disability in particular we are advised, by another care home also owned by the LB Croydon, that arranging suitable transport to convey wheelchair users on outings can be a problem. Brigstock Manor 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 with us and have shown us that their service continues to provide good outcomes for the people who use it. 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 4th 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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