Care Home: Glencoe Nursing Home

Annual service review Name of Service: Glencoe Nursing Home The quality rating for this care home is: The rating was made on: two star good service 0 5 0 2 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: Diana Penrose Date of this annual service review: 2 9 0 1 2 0 1 0 Annual Service Review Page 1 of 7 Information about the service Address of service: 23 Churchtown Road Gwithian Hayle Cornwall TR27 5BX 01736752216 01736758325 info@glencoenursinghome.co.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 terminally ill Conditions of registration: Mrs Alexandra Lunn Number of places (if applicable): Under 65 Over 65 0 10 5 20 0 0 To admit one named person with a learning disability which is outside of the home`s registered categories. 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 Glencoe is a Care Home providing accommodation, personal and nursing care for up to 20 older people. The home is situated on the edge of the village of Gwithian, near to the towns of Camborne and Hayle. It is set in its own grounds, with ample parking and is easily accessible by road. Accommodation is provided across two floors. The upper floor is accessible by a lift. The environment is pleasant and homely, attractively decorated and very clean. There is sufficient communal space in addition to residents Annual Service Review Page 2 of 7 0 5 0 2 2 0 0 9 own bedrooms. Most of the bedrooms are single there are two double rooms. The Registered Provider is actively involved in the running of the home and spends two or three days each week at the home. The Registered Manager and staff present as competent, friendly and caring. Information about the home is available in the form of a residents guide, which can be supplied to enquirers on request. A copy of most recent inspection report is available in the home. The homes fees are 895 pounds per week. Additional charges are made in respect of private healthcare provision, hairdressing and personal items such as newspapers, confectionary and toiletries. 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 we have received, or requested, since the last key inspection. This included the annual quality assurance assessment (AQAA) that was sent to us by this service. The AQAA is a self-assessment that focuses on how well outcomes are being met for people using the service. It also gives us some numerical information about the service. We looked at surveys returned to us by staff, healthcare professionals and people using the service. We have considered things that the manager has told us about what has happened within the service, these are called notifications and are a legal requirement. We have also looked at any other information from external organisations we may have received. The previous key inspection report was taken into consideration as well. What has this told us about the service? This service sent us their annual quality assurance assessment (AQAA) when we requested it. It was very clear and detailed. We looked at the information in the AQAA and our judgement is that the care home is still providing a good service and that they are continually making improvements to maintain and excel on this. The AQAA told us that this service puts the residents and their family and friends first. They go out of their way to ensure that the residents are happy and content at Glencoe. They pride themselves on the care they give including the end of life care. They listen to the residents and their representatives to ensure that they meet their needs wherever possible, they ensure they employ caring and compassionate people that will always do their best for the residents. There is an open door policy to try to make everyone connected, welcome and a part of the home. All prospective residents are assessed to ensure the home can meet their needs. At present the manager or her deputy undertake the assessments; however the nurses are being trained to do them as well. The manager states It may be beneficial to the prospective resident if the nurse who was to be their key worker was the person who went out to meet them and do the pre-admission assessment. Over the past year a new brochure has been developed in a better layout to inform enquirers of the services provided in the home. Each resident has a written care plan that informs and directs staff on the care provision. Care is provided to a high standard by registered nurses and care staff who have achieved or are working towards NVQ qualifications in care. Each resident has a key worker who is responsible for reviewing their care plan each month and monthly review meetings are also held with the nursing staff. They now have a care support worker in the morning, who answers all the bells, makes beds and tidies rooms, so that the care staff can dedicate all their time to the residents and their care needs and not have to worry about the rooms and so on. The home has achieved the Gold Standard Framework for end of life care and a high quality of palliative care and end of life care is delivered. Families are made welcome Annual Service Review Page 4 of 7 and comfortable within the home and they are welcome to stay for as long as they want when someone is in the very late stages of their life. The manager would like to have more facilities for families and friends when someone is in the last stages of life; somewhere they can go and be alone if they wish. There is an excellent activities programme that has improved over the past year and more families join in and help. The manager would like to have more hours spent on social activities as the residents are always in need of stimulation. The activities coordinator is also the head housekeeper, so she is in the home most days and able to tend to residents needs when she is there. A monthly newsletter is circulated with information on events that have taken place and what is planned for the future. They hope to set up a Friends of Glencoe Group (FROG). A nutritious diet is provided and the menus have improved with more choices available. There are good processes in place for the handling of complaints and safeguarding issues. There have been no complaints or safeguarding issues reported to the home or the Care Quality Commission. The management have received training on the Mental Capacity Act and training for all staff is planned. The home is kept well decorated, furnished and in a good state of repair. Improved ramps would enable residents to get outside independently rather than ask staff to assist. Individual hand gels for the staff to carry on their uniforms are to be provided instead of having the gels around the home. A new and more efficient washing machine has been installed. Glencoe is the residents home and staff believe in this. There is a very good workforce that are actively trained and supported by the management. Further training is planned and staff are being more involved in the running of the home, instead of looking to the management to make all of the decisions. The home achieved the Investors in People Award in February 2009. Recruitment is robust and the staff files have been improved since the last inspection. The home is well run; the manager has been in post for 13 years and the registered provider visits regularly. The manager states that she could improve on time management to spend more time with residents and staff. There are quality assurance systems in place to promote continuous monitoring and improvement. The AQAA states that the home in general appears to have improved over the last 12 months and thank you cards and verbal thanks have been tremendous over the past 12 months. They appear to have a good reputation in the community and lots of good reports are received from other health care professionals. We have received eight surveys from people using the service and these were very positive about the home and the services provided. When asked what the home does well the comments included Respects my wishes, comfortable, provides varied activities, Happy, helpful staff, All the staff are very pleasant and they have time for the people in the home, they chat to them and take care not to rush them, I am very happy with the treatment I have and companionship of the staff, Upkeep and maintenance, Food is good and conditions and cleanliness are excellent, Allowed to make choices about how I live, The care is second to none and all the staff are most caring and understanding and The nurse manager Tracey is excellent at her job and Annual Service Review Page 5 of 7 all the staff respond to that and it is so very friendly and a joy to be here. When asked what they could do better there was one comment Activities are sometimes limited. One other comment was Because we can see that mum is happy and because she is being looked after very well it does take some of the pressure off us. Thank you all the staff at Glencoe Nursing Home. We received seven surveys from staff which were generally positive. When asked if there are enough staff to meet peoples needs two said always, four usually and one sometimes. The results were the same when asked Do you have enough support and knowledge to meet the different needs of residents and Does the way information about clients is shared work well? The questions about training were very positive. When asked what the home does well the comments included Treats service users as individuals in ALL aspects of their daily life, Friendly, clean, well maintained, good atmosphere, promotes independence, Regular training, Treats all service users with respect and allows freedom as much as possible, Provides lots of activities and outings for service users which they seem to enjoy immensely, Excellent attention to hygiene needs, Staff are adequately skilled/trained/educated to provide service and well motivated and supported by the manager, The home is clean and the atmosphere is warm and friendly and The food is tasty and well presented, varied and nutritious. When asked what they could do better there were two comments More time with residents and More one to one care, sometimes time with residents is rushed and lacking. There was a survey received from a GP with one comment I am the GP to the majority of patients at the home and we have developed a good working relationship. I visit the home on a monthly basis and am very impressed with the care given to all the patients and the knowledge and understanding of the staff. 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 an Key inspection by 04 February 2011. 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 6 of 7 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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