Care Home: Eastfield Nursing & Residential Care Home

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Annual service review Name of Service: Eastfield Nursing & Residential Care Home The quality rating for this care home is: The rating was made on: two star good 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: Christine Bowman Date of this annual service review: 1 1 1 0 2 0 0 9 Annual Service Review Page 1 of 7 Information about the service Address of service: Hillbrow Road Liss Hampshire GU33 7PB (01730)892268 Telephone number: Fax number: Email address: Provider web address:   www.wenhamholt.co.uk Wenham Holt Homes Ltd Name of registered provider(s): Conditions of registration: Category(ies) : dementia old age, not falling within any other category physical disability Conditions of registration: Number of places (if applicable): Under 65 Over 65 43 0 43 0 43 0 The maximum number of service users to be accommodated is 43. The registered person may provide the following category/ies of service only: Care home with nursing - (N) to service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Dementia (DE) Old age, not falling within any other category (OP) Physical disability (PD) maximum number of places 14. 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 Eastfield Nursing and Residential Home provides care, or care with nursing, for service users over fifty-five years, including those who are terminally ill, have a physical disability or dementia. The home has thirty-five single bedrooms and four shared bedrooms. Communal space included a lounge, a smaller conservatory type sitting Annual Service Review Page 2 of 7 area and dining room at the time of the previous site visit, but this accommodation has been extended to cater for the extra six service users now accommodated at the home. The home has extensive landscaped gardens that service users are able to access. Eastfield is situated on a main road a short distance from Liss and is close to local 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: 1. 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 2. Surveys were completed by eight residents, some of which were assisted by their relatives. Staff members completed two surveys, and healthcare professionals also returned two completed surveys. 3. Information we have about how the service has managed any complaints or allegations. 4. What the service has told us about things that have happened in the service, these are called notifications and are a legal requirement. 5. The previous key inspection report and Annual Service Review. 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, detailed and gave us all the information we asked for. The service confirmed that the residents, their relatives and representatives had been regularly consulted about the running of the home, and that changes had been made as a result of listening to their views. Some of these changes included the installation of a second incoming telephone line to enable relatives to get through to the home more easily, the replacement of furniture described as worn, more information about menus included in the newslettter, additional hydrotherapy time due to its popularity, and the development of the upper garden to provide a greater variety of outdoor interest. Changes planned as a result of listening to the people who use the service included the improvement of the activities provided to increase interest and stimulation for the residents, including exploring the possibility of developing a small livestock holding with chickens and maybe a donkey, and the development of the newsletter to provide more information to the residents and their relatives. The AQAA confirmed that the management were aware of how they could make improvements for the benefit of the residents and their representatives, recorded improvements in all outcome areas for the residents with further improvments planned over the next twelve months. Some of the improvements made over the previous twelve months included; intense training with respect to care planning with an emphasis on individualised care, supporting residents to be independent in selfmedication, gaining approval from the Home Office to hold a stock of drugs to facilitate speedy access particularly in relation to End of Life Care, the provision fo a sauna and more staff time to support the residents use of the hydrotherapy pool, the purchase of a sports game package for the Wii games consul, and extended use of the homes minibus to improve community involvement. Some environmental improvements completed since the provision of the new extension described in the previous Annual Service Review included; new bedroom furniture and carpets, new seating and dining room furniture in the communal areas, improved access around the outside of the building, and the installation of a new bathroom with appropriate adaptations to Annual Service Review Page 4 of 7 support the residents with mobility needs. A visit from the Environmental Health Officer, conducting a kitchen hygiene inspection had resulted in the award of excellent. A training co-ordinator had been employed and the home had received approval to offer a City and Guilds Higher Diploma, a National Vocational Qualification (NVQ) at level 4 for the development of the staff, some of which, had already completed a NVQ at level 3. The AQAA recorded that over the next twelve months an application for Gold Standard Accreditation with respect to the End of Life Care will be made. Five of the eight residents, who returned surveys, confirmed that they always receive the care and support they need, and three that they usually did. Two confirmed that the staff always listen and act on what they say, and six that they usually did. 100 of the residents, who completed surveys recorded that there was always someone they could talk to informally if they were not happy, that they knew how to make a formal complaint, and that the home is always fresh and clean. Comments on what the home does well included, Eastfield is my home now and I am happy in the caring environment, all the staff work hard to carry out their duties well, and there are always lovely flowers, beautifully arranged, around the home, and this adds to the comfort for the residents, and the home is always fresh and clean, tidy and wellordered. The food is always presented well and the residents have a choice. Some of the things the residents thought the home could do better included, perhaps a visit from a carer during the evening period between 6.00pm and 10.00pm, better training for the staff, less casual. Some are willing, others are less so, and a relative wrote in a survey they assisted a resident to complete, my relative would like the staff to have name badges. They and their family have difficulty in remembering so many. The two healthcare professionals, who completed surveys confirmed that, the residents social and health care needs are always properly monitored, reviewed and met by the service, and that the service always seek advice and act upon it to manage and improve individuals social and health care needs. Health care professional commented, the home is well-organised, offering clients a safe and caring environment. Calls to General Practitioners (GPs) are appropriate and timely and calls to emergency service are also appropriate, and the home provides dignified care for each patient, and try to understand individual needs. A healthcare professional, who attends the home regularly wrote, I am always impressed by the patience and kindness shown by the staff. The two staff members, who returned completed surveys, confirmed that checks such as Criminal Record Bureau and references had been carried out before they started work to ensure that only those suitable to work with vulnerable adults would be considered. They also recorded that they were being given training, which is relevant to their role, helps them to meet and understand the individual needs of the residents, with respect to equality and diversity issues, keeps them up to date with new ways of working, and gives them enough knowledge about health care and medication. The staff confirmed that they were always given up-to-date information about the needs of the residents they support and one commented, the home provides quality care to the residents and the rapport between staff members is good, and another wrote, the home does well with the general care of the residents, and the way their meals are prepared and served, and also by making sure they take their meals. The home usually takes very frail residents, but after being at the home for some time, they are always healthier and happier. One staff member thought the home could do better by being Annual Service Review Page 5 of 7 well-staffed all the time and by making sure new staff are well-inducted to fit in with the way the home runs and meets the needs of the residents, and they went on to comment, the home is generally well managed and everybodys needs are always well met. The AQAA recorded that one complaint had been received over the previous twelve months and that it had been upheld and resolved within twenty-eight days. The complainant had contacted the Care Quality Commission (CQC) because they felt that the complaint had not been fully investigated. They felt that the personal information they had supplied with respect to their relatives individual personal care had not been recorded in the care plan with instructions to the staff, and that the daily record was not sufficiently detailed to ascertain if the specific personal care had been carried out appropriately. They had been dissatisfied with some aspects of their relatives personal hygiene after a brief repite stay at the home and would have like to have been informed that the staff member responsible had been disciplined and retrained to ensure such a situation would not be repeated. No safeguarding referrals had been made over the previous twelve months. The home continues to let us know about the things that have happened since the last key inspection and they have shown us that they have generally managed issues well. The previous key inspection report completed on 11th October 2007 included good or excellent outcomes for residents under the seven outcome areas, and the Annual Service Review, completed twelve months ago, confirmed that the home continued to provide good outcomes for the people who use it. The management work well with us and have shown us that their service continues to develop and take into account the views of all stakeholders in their plans for the future of the service. What are we going to do as a result of this annual service review? The Care Quality Commission (CQC) will continue to monitor the service and the schedule of inspection remains the same. However, the CQC can inspect the service at any time should there be any concerns about the quality of the service or the safety of the people using the service. 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