Care Home: Hartlands Rest Home

Annual service review Name of Service: Hartlands Rest Home The quality rating for this care home is: The rating was made on: three star excellent service 0 2 1 0 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: Becky Harrison Date of this annual service review: 2 8 0 9 2 0 0 9 Annual Service Review Page 1 of 7 Information about the service Address of service: 57 Salop Road Oswestry Shropshire SY11 2RJ 01691658088 NONE Telephone number: Fax number: Email address: Provider web address:   None D Roche Limited Name of registered provider(s): Conditions of registration: Category(ies) : dementia Conditions of registration: Number of places (if applicable): Under 65 Over 65 17 0 The maximum number of service users who can be accommodated is: 17 The registered person may provide the following category of service only: Care Home Only (Code PC); To service users of the following gender: Either; Whose primary care needs on admission to the home are within the following categories: Dementia (DE) 17 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 Hartlands is a privately owned care home registered to provide accomodation and personal care for up to 17 older people with dementia related illness. The home is situated in the town of Oswestry and is within walking distance of the town centre, providing access to the local church, shops and other amenities. There is a railway station three miles away at Gobowen, which links to all main lines. D Roche Ltd make their services known to prospective service users in The Statement of Purpose and Service User Guide. Large print copies are available on request. 0 2 1 0 2 0 0 8 Annual Service Review Page 2 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 Annual Service Review. This included: The annual quality assurance assessment (AQAA) that was completed by the manager and sent to us prior to this Annual Service Review (ASR). The AQAA is a selfassessment tool 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 2 residents, 3 representatives and 6 staff. 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 report. A satisfaction questionnaire evaluation undertaken by the home. What other people have told us about the service. What has this told us about the service? The manager sent us the annual quality assurance assessment (AQAA), which was clear and gave us lots of information about what they are doing now and what they want to do in the future. The last key inspection of this service was undertaken on 2nd October 2008. The manager told us that the service has made a number of improvements since the last key inspection to include: All of the residents have had their capacity needs identified (and if required authorisations requested) following the introduction of the deprivation of liberty requirements. This has given staff greater understanding towards the law, their responsibilities and ensuring good practice. Monthly support meetings with senior members of staff have been implemented to look at problem areas within a particular care plan and developed greater working relationships with other health care professionals and relatives in reviewing care plans. Identified a link person to attend three monthly medication meetings with the local primary care trust and health authority pharmacy departments. Training has greatly improved including addressing recreational needs through monthly assessment forms. Staff now have better understanding of residents need to maintain links with their community leading to a more fulfilling life. Outings, trips and organised Annual Service Review Page 3 of 7 family functions have also increased. Pictorial menus have been introduced to assist residents with communication difficulties to make choices. All staff have attended the adult abuse awareness course and senior staff have attended training in the management of actual and potential aggression course, the mental capacity act and the deprivation of liberties safeguards. Several bedrooms have been updated and some of the double bedrooms have been partitioned off providing more personal space, although this has meant a reduction in beds it has created five single rooms. A modern safety flooring has also been laid in the dining room, which makes the area lighter and more hygienic. The service has successfully obtained an infection control grant enabling the purchase a sluice washing machine. All staff have undertaken training and updates in infection control. The manager has taken up the role of infection control link person and has attended associated meetings. The homes audit structure has been further developed to ensure thorough auditing on all the homes practices. Other relevant key members of staff are involved in the auditing process with the care manager. The assessment process has improved and following the introduction of the malnutrition screening tool staff have a more accurate insight into a residents health needs. Two people who live at the home completed surveys for us; one had the assistance of a close relative. They told us that they always receive the care and support they need, that staff are always available when they need them and staff always listen and act on what they say. They told us that they always get the medical care they need, that activities are made available and that they always enjoy the meals provided. They said that the home is always or usually fresh and clean. We received completed surveys from 3 representatives (relatives/carers/advocates). They told us that the home does the following well: This small home is an excellent example of what a care home for the elderly should be like. We are very satisfied with the care they give to my mother Hartlands in my opinion is an excellent care home. The staff are extremely kind and supportive with all patients. They keep us informed if my mother is ill and bring in the local GP before any problem becomes worse. I am confident that she is receiving the best of care with good balanced meals, regular drinks, timed medication and the home is clean as indeed are the patients The care my mother gets at Hartlands is excellent. She always looks lovely and clean. Her room is always spotless and the staff are very kind to her. She is fed well and doesnt complain about anything. If she is ill a doctor is called and were informed...we are more than happy with the care she gets Annual Service Review Page 4 of 7 Hartlands keeps the residents in good health and, importantly, relatively happy. All the carers in the home appear to genuinely care about the residents. I think the measure of whether a home is doing well is if the resident is taken out for the day, upon return they are happy to return - this is the case here. This is a very good home Cares for my mother and keeps her lovely, clean and well fed. Her room is always spotless and free from odour. This is a nice home from home place Six members of staff completed surveys for us and their feedback was very positive. Staff told us that they are always given up-to-date information about the needs of the people they care for, that recruitment checks are robust, that they receive training that is relevant to their role, helps them understand and meet the individual needs of people they care for and keeps them up to date with new ways of working. They reported there are usually or always enough staff on duty and that the manager regularly gives them support and meets with them to discuss their work practice. Staff told us the home does the following well: Respects all residents and treat them as individuals. We ensure residents are well cared for and families treated with politeness...staff are also treated fairly and can discuss any worries about anything in the home Care for peoples individual needs, provides training for staff and we get full support from the manager Care and look after the residents well The environment is pleasant; staff always interact with residents and support each other well All the service users are kept clean and tidy, their needs are met and the home is clean and tidy We asked people what the service could do better and we received the following comments: More outings, employ extra staff so residents can go out more Cant think of anything Really dont know what more they can do Possibly more trips out for those that are able, but to be honest I feel that they are doing a very good job I really dont know as all possible is being done for my mother Just continue as they are and everyone will be cared for so well... They listen and respond to any problems highlighted The AQAA states that currently over 75 of the care staff hold a national recognised qualification known as NVQ at level 2 in Health and Social Care and 35 have achieved Annual Service Review Page 5 of 7 or are working towards their NVQ level 3. This exceeds the National Minimum Standards. We have not received any correspondence or concerns from the Environment Health Department or the Fire Department about the service in the last twelve months. The manager notifies us of any event that occurs that affects the health and wellbeing of the people living at the home for example any accidents, admissions to hospital or deaths. The home provided us with a copy of a satisfaction questionnaire evaluation undertaken in June 2009. This identified areas for continuous improvement and feedback gained about the service provided was very positive. The AQAA states that the service has not received any complaints in the last 12 months. This clearly indicates peoples satisfaction with the service the home provides. Feedback in surveys completed by residents evidence they are aware of the complaints procedure and know who to speak to if they are not happy with the service provided. A representative stated We have no complaints. One member of staff told us Any concerns residents or their families have are discussed and dealt with in a proper way and promptly. The Commission has not received any concerns or complaints about the service since the last inspection and there have been no referrals or investigations under safeguarding adult procedures. The last key inspection of Hartlands Rest Home concluded that people living at the home receive excellent outcomes. We looked at the information in the AQAA and our judgement is that the home continues to provide an excellent service to the people living at the home and continues to make improvements in the best interests of the people living and working at the home. The AQAA identifies areas for continued improvement to include the need for the manager to apply for registration. 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 2nd October 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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