Care Home: Grosvenor House Nursing Home

Annual service review Name of Service: Grosvenor House Nursing Home The quality rating for this care home is: The rating was made on: three star excellent service 1 7 1 1 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: Rachel Martin Date of this annual service review: 2 6 1 1 2 0 0 9 Annual Service Review Page 1 of 7 Information about the service Address of service: 39 Duchy Road Harrogate North Yorkshire HG1 2HA 01423523447 01423527672 grosvenor.house@ashbourne-homes.co.uk www.southerncrosshealthcare.co.uk Apta Healthcare (UK) Ltd Telephone number: Fax number: Email address: Provider web address:   Name of registered provider(s): Name of registered manager (if applicable) Conditions of registration: Category(ies) : old age, not falling within any other category Conditions of registration: The maximum number of service users who can be accommodated is: 50 The registered person may provide the following category of service only: Care Home with Nursing - Code N, To service users of the following gender: Either, Whose primary care needs on admission to the home are within the following category: Old age, not falling within any other category - Code OP, maximum number of places 50 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 registered manager has left and we have received an application for registration from a new manager. 1 7 1 1 2 0 0 8 Number of places (if applicable): Under 65 Over 65 0 50 Date of last key inspection: Date of last annual service review (if applicable): Brief description of the service Grosvenor House is owned and managed by Apta Healthcare (UK) Ltd. It is registered to provide residential and nursing care for up to 50 people. Grosvenor House is a Annual Service Review Page 2 of 7 detached, former school house, which has been converted and extended. It is situated on Duchy Road, in a quiet residential area of Harrogate. The home provides a variety of spacious lounges and a large dining room. Service users bedrooms are spacious and a lift is provided to help people access the different floors of the building. There are also pleasant gardens and ample off street parking. Up to date information about the homes fees and terms and conditions should be sought directly from the homes management. 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 had received, or asked for, since the last key inspection. 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, health care professionals who visit and work with the service and staff who work at the home. Information we have received 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 in some circumstances are a legal requirement. The previous key inspection and any other visits made to the service. Relevant information provided by other organisations and 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). It had been completed thoroughly and clearly and was returned to us on time. The information provided in the AQAA supported our judgement that the service is still providing an excellent service. It showed that they know what they do well, have continued to make improvements and have plans in place to keep making things better. This includes involving and seeking the views of people who use the service and their families through meetings, reviews and customer surveys. We have received regular notifications since the last inspection. These notifications and the information supplied in the AQAA suggest that the home continues to notify us of relevant events. They also demonstrate that the home takes appropriate action in the event of someone being ill or having an accident. There have been no formal complaints made directly to us since the last inspection. However, we have received a written complement from someones relatives, praising the care provided at the home. The information provided in the services AQAA confirmed that there has been one safeguarding allegation since the last inspection. It also told us that there have been seven complaints made directly to the home, all of which were dealt with within 28 days and three of which were upheld. The AQAA told us that the home treats complaints as a positive quality assurance system. In surveys we asked people who live at the home if there was someone they could speak to if they were unhappy. All ten people who returned surveys said yes. However, when we asked if people knew how to make a formal complaint, five said Annual Service Review Page 4 of 7 yes and five said no. We asked staff if they knew what to do if someone had concerns about the service. All five staff who returned a survey said yes. Out of the four health care professional who returned surveys, two told us that the home always and two told us that the home usually responded appropriately if someone raised any concerns. Ten people who use the service returned surveys. They had all been helped to complete the surveys by a member staff. It would be good practice in future to encourage people to complete their own survey where they are able or to have assistance from a friend, relative or advocate who is independent of the home. When we asked if people got the care and support they needed, eight people said always, one said usually and one said sometimes. When we asked if staff listened and acted on what people said, six said always, three said usually and one said sometimes. Comments made to us about what the home did well included cant think of anything it does badly. Have never had to make a complaint in the 8 years Ive been here, answer call bells promptly and food and accommodation, whatever Ive asked for Ive had. People were less positive when we asked if people liked the food provided at Grosvenor House. Six people said always, but four said sometimes. Comments made to us about what could be improved included improve the food, making sure meals are hot when served in rooms, more choice, food- tastiness, variety and more choice of food. Sometimes shortage of staff. Five staff returned a survey. They told us that appropriate checks had been completed before they started work and that they are given training that is relevant, keeps them up to date, helps them understand peoples needs and know about health care and medication. When we asked if there were enough staff on duty to meet peoples needs, two said always and three said usually. Comments made to us about what the home did well included I feel the home does well in every aspect of day to day living. It is always clean and smells fresh. I love working here, high quality care for all residents. It provides regular training and updates for all staff members and keeps the home looking clean and tidy. Residents needs are met, as much as is humanly possible. Comments made to us about what could be improved included that the core side runs more as one team rather than two sided, so that residents needs are continuously met and employ more care staff so that the standard of care remains high. Four health care professionals who visit the home returned surveys to us. They were generally positive about the home and comments about what the home did well included my experience of trained staff is that they are caring and committed to their residents, they are good at seeking support to manage situations appropriately, respect/privacy of all residents, excellent programme of activities arranged, personalised for each individual and good communication. Comments made about what could be improved included support staff need better training to help them understand residents behaviours in order to care more efficiently (too task orientated) and attend more study days provided by the PCT. An anonymous copy of the survey results has been provided to the manager, so that she is aware of the results and can take any appropriate action. What are we going to do as a result of this annual service review? Annual Service Review Page 5 of 7 We are not going to change our inspection plan and will do a key inspection by 16th November 2011. However, we can inspect the service at any time if we have concerns about the quality of the service or the safety of 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. If you would like a copy of the findings in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. 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