Latest Inspection
This is the latest available inspection report for this service, carried out on 16th October 2009. it is an annual review prepared by CQC after examining previous reports and information from the provider. At the time of this report, CQC judged the service to be Good.
The inspector made no statutory requirements on the home as a result of this inspection
and there were no outstanding actions from the previous inspection report.
For extracts, read the latest CQC inspection for Florence House.
Annual service review
Name of Service: Florence House 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: Debby Ames Date of this annual service review: 1 6 1 0 2 0 0 9 Annual Service Review Page 1 of 8 Information about the service
Address of service: 29-32 St Georges Road Great Yarmouth Norfolk NR30 2JX 01493332079 01493850914 Telephone number: Fax number: Email address: Provider web address:
Name of registered provider(s): Conditions of registration: Category(ies) : mental disorder, excluding learning disability or dementia Conditions of registration: Antonia Hillier Number of places (if applicable): Under 65 Over 65 24 0 A total number of twenty four (24) service users with mental disorder may be accommodated which may include uo to 3 named Service Users with mental disorder, who are over 65 years of age. 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: Date of last key inspection: Date of last annual service review (if applicable): Brief description of the service Florence House is situated near the centre of Great Yarmouth with easy access to a range of local recreational, social and health care facilities. The home provides care and accommodation for up to 24 adults with mental health support needs. There are 20 single rooms and two shared rooms, most having en-suite facilities. The home informed CSCI of its charges in November 2007 and charges #315 per week for care provision. Residents are expected to pay extra for newspapers, magazines, toiletries, transport, hairdressing and chiropody. None Annual Service Review Page 2 of 8 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 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 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, 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? The manager of the service returned a completed Annual Quality Assurance Assessment (AQAA) as requested and the information was found to be detailed and informative with regard to how the home has progressed and developed over the last twelve months. It was stated in the AQAA that the views of people living at Florence House are sought by way of residents meetings, a grumble book and generally listening to people. It was noted that the menus and some peoples keyworkers have been changed as a result of listening to peoples views and further changes are planned in respect of building a smoking shelter, upgrading the lounges and introducing distance-learning courses. With regard to the menus, it was confirmed that healthy options are being used now and processed foods are no longer being purchased - meals are freshly cooked daily and the Home has recently employed a new chef. Additionally, nutritional screening has been implemented and healthy eating is promoted and encouraged. It was also stated in the AQAA that Florence House has an open door policy and the people living there are encouraged to make complaints or speak to staff about any concerns. There is a complaints procedure and a grumbles book has recently been put Annual Service Review Page 4 of 8 in place. It was confirmed that staff attend training in respect of signs of abuse and abuse awareness and full recruitment checks are carried out before staff being working at Florence House. A number of improvements have been made to the environment, such as one lounge being converted into two downstairs bedrooms, to meet the physical needs of some people living at Florence House, the kitchen area has been improved with new cupboards and equipment and all the downstairs carpets have been replaced. It was confirmed that further and ongoing improvements, particularly to the lounge areas, are planned. Surveys/questionnaires were completed and returned to the Commission by thirteen people who live at Florence House, seven staff, one relative and one social worker. All of the surveys contained mostly very positive responses and included some constructive additional comments. It was noted however, that four people living at Florence House stated that they didnt know how to make a complaint. Some of the additional comments made by the people living at Florence House included: ...they care for the residents and clean the laundry... ...they could make more arrangements for activities... ...it supplies support when I am not feeling well... ...It lets me do what I like during the dayand the night staff are always there if I have any problems at night... ...the home is in need of a re-vamp - especially new carpets etc... ...I have been here for years and do not intend to move out... ...I am more than happy with Florence House. I am very well thanks to them... ...the home is very clean and you dont want for anything... ...the carers are very understanding and kind... ...the home could arrange for days out along the river or a picnic... ...I am very happy here and have no complaints... ...This home is kept very clean and free from rubbish. There is not a speck of dirt anywhere... ...perhaps the home could vary the cooked meals more... Some of the additional comments made by the staff members included: Annual Service Review Page 5 of 8 ...I find Florence House a really good place to work and find that the home is run really well... ...we support residents to the best of our ability... ...staff encourage residents to be independent and do as much for themselves as they can... ...decoration needs doing... ...Florence House identifies individual needs and aims to support all the residents to live as independently as possible... ...Florence House maintains the residents mental health to ensure they can achieve leading a full life. It is very good at monitoring any signs that mental health may deteriorate and get people the the care they need from outside resources - i.e. consultants, GP etc... ...the decor of the Home can look a bit shabby in places but the care given is of a high standard... ...good quality food. Safety is very good and laundry and cleanliness is also pretty good... ...the medication and health side is very well controlled... ...respect to the residents and staff is of a high standard... ...decor inside definitely needs improving in all areas... ...I believe there is a lack of entertainment and pastimes. Too much time in front of the television, especially for residents who stay in most of the time... ...in some areas Florence House does a good job but in other areas such as hobbies etc. it is poor... ...the support staff could spend a little more time with the residents in their care instead of chatting to each other so often... Some of the additional comments made by the relative and social worker include: ...good food, presented well... ...laundry is a good scheme, with days allocated to each resident... ...need a quicker follow up after visits to see the consultant... ...Florence House arranges activities and encourages socialising... ...communication is positive and thorough by telephone and letters etc... Annual Service Review Page 6 of 8 ...there have been improvements with the decor, homliness and comfort for the residents... ...the home is very local to the town and residents can get about easily... ...the residents have their own sizeable room and their own facilities... ...there is one main room with a television but they could do with dividing a second room and have another television... Meanwhile, no complaints or incidents have been reported to the Home or the Commission since the last inspection and our overall judgement, following this Annual Service Review, is that the service continues to be managed effectively, is run in the best interests of the service users and provides good outcomes for people who live there. What are we going to do as a result of this annual service review? There will be no change to the proposed inspection plan and a key inspection will be carried out by 15/10/2010. However, the service can be inspected at any time if the Commission have any concerns about the quality of the service or safety of the people using the service. Annual Service Review Page 7 of 8 Reader Information
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