Care Home: Harleston House

Annual service review Name of Service: Harleston House The quality rating for this care home is: The rating was made on: two star good service 2 5 0 3 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: Julie Small Date of this annual service review: 1 1 0 1 2 0 1 0 Annual Service Review Page 1 of 7 Information about the service Address of service: 115 Park Road Lowestoft Suffolk NR32 4HX 01502574889 01502516638 harleston@greensleeves.org.uk www.greensleeves.org.uk Greensleeves Homes Trust 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 Conditions of registration: Number of places (if applicable): Under 65 Over 65 0 39 The maximum number of service users who can be accommodated is: 39 The registered person may provide the following categories of service only: Care Home - PC to service users of the following gender: Either whose primary care needs on admission to the home are within the following categories: Dementia - Code DE (39) Old Age - Code (OP) (39) 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 Harleston House is a 25 bedded residential home for older people situated in a residential area of Lowestoft. The home was first registered in 1950 and has over the years been extended to provide additional accommodation. All resident rooms are offered for single occupancy. At the end of January 2004, the ownership of the home transferred from the Church Army to the Greensleeves Homes Trust, a national organisation which owns two other residential homes within East Anglia. It is the intention of the organisation to extend the service and to upgrade the existing Annual Service Review Page 2 of 7 2 5 0 3 2 0 0 9 premises. The charges at the last key inspection 25th March 2009 ranged from £415 to £485. Chiropody, Hairdressing, Newspapers and toiletries are not included. 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 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. We received surveys from fifteen people who live at the home, five staff and five health professionals. 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, which was 25th March 2009. 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. The AQAA explained the improvements to the environment that they had made in the last twelve months and stated the refurbishment recently completed has given us a beautiful environment for our residents, all rooms now have en-suite showers, various communal areas for residents to sit in, we have a beautiful dining area for the residents to enjoy at mealtimes, we now have 2 passenger lifts accessing all floors for the residents. The home had recently been refurbished and extended. An application for a variation of registration, to increase the numbers of beds at the home and to include the care of people with dementia was being processed by CQC at the time of this annual service review. Eleven service user surveys said that the home was always fresh and clean and four said that it usually was. The AQAA explained how they met the needs and preferences of people who lived at the home and stated all our residents have individual care plans that are regularly updated, it is easy to read and easy to access any information. The residents are at the centre of their care plan which is reviewed monthly with them. Any choices and preferences, views are documented accordingly. Twelve service user surveys said that they always received the care and support that they needed and three said that they usually did. Twelve surveys said that the staff Annual Service Review Page 4 of 7 were always available when they needed them and three said that they usually were. Eleven service user surveys said that the staff always listened to what they said and four said that they usually did. Comments made in the surveys included attend to the residents and listen to our needs, letting me make my own choices, listening to my views, taking on board what I say and making changes for the better I like it here and my family likes the home and we are all happy and Im happy here and I like to stay in my room and the people here seem to accept this. Five staff surveys said that they were always provided with up to date information about peoples needs. The staff survey asked if the ways that they passed information about people between staff worked well, four answered always and one answered usually. Comments made in the staff surveys included ensure all the needs are met for all individuals, staff are well trained and kept updated, offer great support to care staff and do everything they can to meet residents needs and the home has an excellent outlook on providing person centred care for all individual residents. Five health professional surveys said that peoples social and health care needs were always properly monitored, reviewed and met. Four surveys said that the home always sought advice and acted upon it to meet peoples needs and improve their well being and one said that it usually did. Comments made included a highly commendable caring home, the home provides a very good level of care in all aspects and are very good with team work and immensely thoughtful and caring towards residents. The staff are professional to deal with. The health professional survey asked if people were supported to administer their own medication or manage it correctly when this was not possible, four answered always and one answered usually. The AQAA stated residents are supported to self medicate if they choose. The AQAA stated residents privacy and dignity are respected at all times. Five health professional surveys said that peoples dignity and privacy was always respected. One stated Harleston House is a welcoming and friendly environment. The staff have respect for residents, relatives and external visitors like district nurses. The AQAA explained how they provided activities in the home and stated we have a weekly activities programme (which is changeable to suit the residents). We have a notice board for all activities held in house and any outside entertainment booked, residents feedback is sought for feedback on activities both outside and inside the home and staff participate in activities and support the activity co-ordinator. The service user survey asked if there were activities arranged at the home that they could take part in, ten answered always, four answered usually and one did not answer. The AQAA stated that they provide a varied choice of menu, residents have complete choice in where they have their meals. We seek our residents views on menus. Ten service user surveys said that they always liked the meals at the home and five said that they usually did. The AQAA told us that there had been one complaint received in the last twelve months and stated we respond to any concerns, issues, complaints sensitively and quickly and ensure that residents and their relatives are aware of where the leaflets are displayed for comments and complaints. Fifteen service user surveys said that they knew who to speak to informally if they Annual Service Review Page 5 of 7 were not happy. Fourteen service user surveys said that they knew how to make a formal complaint and one said that they did not. Five staff surveys said that they knew what to do if a person had concerns about the home. The health professional survey asked if concerns had been acted upon appropriately, three answered always and two said non applicable. The AQAA told us that the home provided a safeguarding procedure, that there had been no safeguarding alerts made in the last twelve months and staff awareness is given through safeguarding training which is updated regularly. What are we going to do as a result of this annual service review? We are not going to change our inspection plan. Using the current CQC methodology for inspecting 2* services, we will do a key inspection within three years of the last key inspection, which was 25th March 2009. 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. 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. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. Annual Service Review Page 7 of 7 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!