Care Home: Greenways

Annual service review Name of Service: Greenways The quality rating for this care home is: The rating was made on: two star good service 1 1 0 9 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: Lesley Webb Date of this annual service review: 0 1 0 9 2 0 0 9 Annual Service Review Page 1 of 8 Information about the service Address of service: 227 Hawthorne Road Bognor Regis West Sussex PO21 2UW 01243823732 Telephone number: Fax number: Email address: Provider web address:   home.bog@mha.org.uk www.mha.org.uk Methodist Homes for the Aged Name of registered provider(s): Name of registered manager (if applicable) Mrs Annie ElizabethMiles Mrs Mavis Eileen Stevens Conditions of registration: Category(ies) : old age, not falling within any other category Conditions of registration: Number of places (if applicable): Under 65 Over 65 0 41 The maximum number of service users who can be accommodated is: 41 The registered person may provide the following category/ies of service only: Care home only - 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 - OP 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: Mrs Annie Miles became the registered manager. 1 1 0 9 2 0 0 8 Date of last key inspection: Date of last annual service review (if applicable): Brief description of the service Annual Service Review Page 2 of 8 Greenways is a Care Home situated near the town centre of Bognor Regis. It is a purpose built Care Home registered to accommodate up to forty-one Service Users in the category OP (old age, not falling into any other category). The home is divided into five wings with accommodation over three floors, accessed by a vertical lift. All rooms are for single occupancy and each has en-suite facilities. There is a large well-maintained garden accessible to Service Users. The Registered Manager is Mavis Stevens. The home is owned by Methodist Homes. 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 home sent us their annual quality assurance assessment (AQAA) when we asked for it. It was clear and gave 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 that they know what further improvements they need to make. For example it states it does the following to ensure that the views of people who live at the home are promoted and incorporated into what they do An annual Resident Satisfaction Survey is conducted by an independent external company. Results are analysed and an action plan developed to make improvements and share good practise. Residents are invited to join our Governing Body (1/6 is made up of those using our services), thus enabling them to contribute to MHAs strategy and decisionmaking. We hold regular individual reviews of the care plans of all residents. We hold regular resident and relative meetings. An internal home newsletter gives residents and volunteers up-to date news and information, as well as our corporate MHA newsletter, Heart and Soul. Our Compliments, Complaints & Comments system is advertised and leaflets are available to give additional options for residents and relatives to give their views. We have a two-part internal quality assurance system, the homes quality audit and an annual Standards and Values Assessment (SVA), both of which involve talking with residents and ascertaining their views and experiences. Both of these result in action plans which for improving our service to them. The AQAA also informs us that as a result of listening to people the following changes Annual Service Review Page 4 of 8 have been made From the resident survey, we had a trial of communal dining to try and improve the dining experience. We provided another survey to conclude the trial and found that the majority of residents preferred group dining. We have returned to group dining following this second survey. From the residents survey and other feedback, we have introduced a broader range of activities and therapies, including a full 7-day programme, massage and reflexology and more individualised personal activities. We have also provided more reminiscence and multi-sensory materials, and have worked on developing more of a natural environment in the home and the gardens with opportunities for residents to experience smaller group interaction. Again, to meet the requests of residents, we are providing more opportunities to increase spiritual well-being thorough staff training, an increased chaplaincy service and focus on end-of-life care. In response to resident feedback, we have also improved the catering within the home by offering more choice, well presented meals and a better mealtime experience. The AQAA informs us how equality and diversity is promoted at the home, stating We follow MHAs detailed Equal Opportunity Policy which sets out our approach and ethos in relation to fairness, diversity and anti-discrimination. We also follow other key policies around freedom from harassment, protection from abuse and cultural, ethnic and religious needs. We assess and admit people to the home entirely based on their need, and irrespective of their background, beliefs, culture or sexuality. We cater for older people with a variety of disabilities which we aim to ensure do not prevent them from enjoying a fulfilling life with us. Equality and Diversity is incorporated into MHAs Values Statement which is given to all staff. All staff are made aware of our standards and expectations in their induction programme. Diversity and Equal Opportunity training is provided to all managers and senior staff. We undertake detailed equal opportunity monitoring and analysis of the make-up of our service users and staff, particularly assessing whether there are any barriers to admission or recruitment. Our catering manual provides advice on diet and custom for different ethnic communities. We provide support to ethnic minority managers through a networking forum. Whilst acknowledging our Christian heritage, we try to reach out to local minority communities to establish links and increase the diversity of our resident population. We have three Care Closer to Home Beds that both Adult Services and the Local PCT use giving our residents contact with many different members of our community. And that the following changes have been made We have developed an e-learning training programme on diversity for all staff. We are committed to the Disability Two Ticks symbol in our adverts and publicity. We have reviewed our staff terms and conditions to remove any age-discriminatory elements (e.g. age-related increments) and our retirement policy. We have introduced sexual orientation into our equal opportunity monitoring. We have introduced an Equality Statement for contractors. We have introduced a new sexuality and relationships policy. Nine residents completed surveys and returned them to us before we completed this Annual Service Review. 7 state they received enough information about the home to help decide if this was the right place for them. 2 state they did not. 6 state they have received a contract, 1 they have not and 2 they do not know. 4 state they always and 5 they usually receive the care and support needed. 5 state staff are always, 3 they are usually and 1 they are sometimes available when needed. 4 state staff always and 5 they usually listen to and act on what they say. 7 state the home always and 2 they usually make sure they get the medical care needed. 7 state the home always Annual Service Review Page 5 of 8 and 1 usually arranges activities that they can take part in. One did not respond to this question. 1 states they always, 1 sometimes and 7 usually like meals at the home. 8 state there is someone they can speak to informally if they are not happy. 1 states there is not. 5 state they know how to make a formal complaint and 4 state they do not. 8 state the home is always and 1 it is usually fresh and clean. When asked the question What does the home do well comments include - Provide church services in home each week. Staff pleasant and friendly. Staff always kind and friendly, best thing. I think in general it is better than most homes. Food is good. Very nice environment inside and lovely garden outside. Cleaning. I consider that the home feeds us well, there is a good choice of food for all meals and a good variety of beverages. When asked the question What could the home do better comments include - Could do more to involve resident in activities. Tea and coffee trolley service could be better quality. Evening meals are too early 4.30pm. One bath a week not really sufficient especially when incontinence pads in use. Better access to outside space - alarm system discourages use of garden. Staff spend more time with residents individually. Routine could be better. Inform us of what is going on and why eg if a carer will be very late in coming to dress me it would be nice to be told and have situation explained. The same goes for any change in routine - the unexpected is stressful. A guest room to be available, especially at times when the resident needs their family by them. Timekeeping - understandably difficult due to type of work. Return to our previous method of having most of our meals in the group rooms and so having the lounge available again for services, concerts etc. I still have my marbles and miss proper conversation. 5 staff completed surveys and returned them to us before this Annual Service Review. 3 state they always, 1 usually and 1 sometimes given up to date information about the needs of people they support. All confirm employer carried out checks such as CRB and references before they started work. All confirm they received an induction when starting work. All confirm they are given training relevant to their roles. 2 state the manager regularly, 2 sometimes and 1 often gives enough support and meets with them to discuss their work. 4 state they know what to do if someone has concerns about the home and 1 they do not. 1 states there are always, 3 usually and 1 sometimes there are enough staff to meet the individual needs of all the people who use the service. When asked the question What does the home do well comments include - Staff listen to the residents and help sort things out for them. Caters or the residents by giving plenty of choice with interests and activities. Standard of personal care to residents very good. I think our home meets the needs of all our residents, we provide everything the residents need, activities, trips, entertainment, privacy, choice. There is a very active volunteer group who co ordinate activities for the residents giving them opportunity to go shopping and be out and about. There are good relationships amongst the staff. When asked the question What could the home do better comments include Listen to what the staff and residents have to say. Make sure that we have enough staff on each shift, as some days there are only four carers on each shift, instead of six. Annual Service Review Page 6 of 8 Greenways used to be a lovely home, at the moment with all the changes that are going on, staff and residents are not very happy, example I big dinning room - no small dining rooms, all having to walk miles each day for each meal, residents and staff worn out by the end of each day. More choice at mealtimes although this would probably be difficult because of finance. Recently there have been some communication short comings. Management has been hard at work to rectify this and some valuable lessons have been learned. 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 11th September 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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