Care Home: Brooke House

Annual service review Name of Service: Brooke House The quality rating for this care home is: The rating was made on: two star good service 2 2 0 1 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: Dorothy Binns Date of this annual service review: 2 3 0 3 2 0 1 0 Annual Service Review Page 1 of 6 Information about the service Address of service: Brooke Gardens The Street, Brooke Norwich Norfolk NR15 1JH 01508558359 01508558376 tracey@kingsleycarehomes.com Telephone number: Fax number: Email address: Provider web address:   Name of registered provider(s): Name of registered manager (if applicable) Mrs Helen Jane Gosling Conditions of registration: Category(ies) : dementia Regal Healthcare Properties Ltd Number of places (if applicable): Under 65 Over 65 0 35 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: The home has varied the number of dementia places in the home from 15 to 35. 2 2 0 1 2 0 0 9 Date of last key inspection: Date of last annual service review (if applicable): Brief description of the service Brooke House is a large Edwardian style house situated in the quiet village of Brooke just south of Norwich. The home is a large property with rooms on the ground and first floors to provide residential accommodation for up to 35 older people. The access to the property is via a long gravel drive that leads to a parking area at the front of the building. The grounds are substantial and well maintained providing nice views from all aspects. The home also provides a small unit called Brookfields accommodating people who have dementia. Annual Service Review Page 2 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 and 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 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. * 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 service sent us their annual quality assurance assessment (AQAA) when we asked for it. It was a clear and well written document giving us all the information we asked for. We looked at the information in the AQAA and our judgement is that the home is still providing a good service and is able to demonstrate how it works hard to meet the needs of its clients. The AQAA told us the home has improved on its admission procedure and has used a staggered settling in approach, making the transition to permanent care easier for both new residents and their families. Short term respite care is also used as an introduction to the home as are visits to meals. The AQAA goes on to say the home has a person centred approach which meets individual needs. Each resident has a detailed plan of care which is reviewed monthly. Residents are encouraged to be actively involved in this process with particular focus on life stories and social care. The AQAA also listed the various social activities being organised by the home and their custom of celebrating special days like St Georges day and Halloween. Services by local churches are also held. They also have a reminiscence room and a sensory garden. A newsletter has been introduced in the last year increasing family involvement. All of this tells us that the home is making every effort to think about the Annual Service Review Page 3 of 6 wellbeing of the residents. We received survey forms back from three relatives and four residents. The residents were very positive about the home saying that staff always listened to what they had to say and they liked the meals and activities in the home. Comments included the home takes care of us well,Its like being in your own home and The home keeps me mostly satisfied (but Id like) more activities in the afternoon. The relatives said that the home always or usually gave the support and care their relative needed and that staff always or usually had the right skills and experience to look after people properly. One added that she was very happy with the care Brooke gives (they) help elderly people live the life they want as much as possible. She felt they could do better on social care. Another commented I and the rest of our family are very pleased with the care my relative gets. Nothing is too much trouble and the food is good. The AQAA gave some statistics about staff and showed that the turnover of staff was extremely high. The home has 24 care staff on their payroll and 22 staff have left in the last 12 months. That is of concern to the Commission. The AQAA does acknowledge these recruitment and retention problems and says the home is looking at opportunities for promotion and more active management of overseas staff. The Commission said they would be looking for improvement on these figures. We have since heard from the provider in writing and understand staff changes were due to a period of implementing change and improvement within the home. There is now a stable staff group that includes 28 care staff. The training of staff is meeting the required standard with 50 of care staff trained in a national care qualification (NVQ2). We received four surveys back from staff which were very positive about the home and their work there. They felt they were given good support and training from their manager and kept up to date with the needs of the residents they supported. Comments included The home is run very well and meets the needs of the residents very well., We keep residents happy and meet their needs and We all work as a team and get full support - it is a pleasure to work here. The AQAA tells us that the home has dealt with 12 complaints in the last year and says these were resolved in the 28 day period. None of these complaints reached the Commission which tells us that the home is listening to the clients and their families and acting on their concerns. The home continues to let us know about things that have happened since our last inspection including safeguarding incidents that have been referred to the police. We have no reason to think other than that they are dealing with issues appropriately. They 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 the current arrangements whereby services which have a good rating and are not giving concern will receive an inspection every two years. We will do a key inspection at this service by 21st January 2011. Annual Service Review Page 4 of 6 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 5 of 6 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. 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