Care Home: Helen Ley House

Annual service review Name of Service: Helen Ley House The quality rating for this care home is: The rating was made on: three star excellent service 1 7 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: Yvette Delaney Date of this annual service review: 3 0 1 1 2 0 0 9 Annual Service Review Page 1 of 7 Information about the service Address of service: Helen Ley House Bericote Road Blackdown Leamington Spa Warwickshire CV32 6QP 01926313550 01926888972 idurney@helenley.org.uk www.mssociety.org.uk Multiple Sclerosis Society Telephone number: Fax number: Email address: Provider web address:   Name of registered provider(s): Conditions of registration: Category(ies) : physical disability Conditions of registration: Number of places (if applicable): Under 65 Over 65 25 0 The maximum number of service users who can be accommodated is: 25 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 categories: Physical disability (PD) 25 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: Date of last key inspection: Date of last annual service review (if applicable): Brief description of the service Helen Ley House is a 25 bedded care home providing 24 hour nursing care for adults with physical disabilities who have Multiple Sclerosis. The home provides long-term accommodation to two service users; the remainder of the 23 beds are for respite care. There are 23 single bedrooms and one shared bedroom all bedrooms have ensuite facilities. The home has a physiotherapy department with a hydrotherapy pool for residents to use during their stay. Annual Service Review Page 2 of 7 one 1 7 1 0 2 0 0 8 Helen Ley House offers people wishing to use it accessible single storey purpose built accommodation. The home has recently been refurbished and extended to improve the accommodation and facilities available. The home is set in mature landscaped gardens, which are maintained. The home is situated in the Warwickshire countryside, a short drive from Kenilworth and Leamington Spa. It is close to all amenities, which includes a variety of shops, pubs and places of worship. There are vehicles at the home to transport the residents on trips and for appointments. Information about the home is given to prospective residents and their families via the Statement of Purpose and other information brochures. There are three fee bands, which are applied based on the dependency of people choosing to use the home. For 2008 the fees are: Band A 798 pounds, Band B 917 pounds and Band C 1064 pounds per week. Additional charges are made for hairdressing, toiletries and sundries such as newspapers and service users are asked to contribute to activities and outings. 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. Information we have about how the service has managed any complaints. What the service has told us about things that have happened in the home, 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? Helen Ley House sent us their annual quality assurance assessment (AQAA) which gave us information about what they are doing now and what they want to do in the future. It was returned within the timescale required. The AQAA offered us information to show the varied services, innovations and quality of services provided by the home. The manager is fully aware that they must continue to look at ways to improve the service they offer. We were told how the home ensures that people who use the service are consulted on things that matter to them: Guests receive a survey form when they are discharged. These are given over a three month period every year. Returned surveys are sent directly to the Head Office where the information is collated and analysed. A report is provided to the Helen Ley House and an Action Plan is made and acted on from the survey comments. The report is available to the guests. From 2008 all new guests are given a Satisfaction Survey form which is sent to the Head Office. An annual report will be collated and returned to us and we will put together an Action Plan from that. The report will be made available to the guests. A Suggestion Box is available to the guests. Suggestion Forms are available next to the Box and in their rooms. The Box is checked weekly and all suggestions given to the Manager. Discussed at Head of Department Meeting every month and any suggestion that is able to be implemented, is implemented. Every suggestion that is not anonymous is responded to by letter by the Manager. These are also published on the notice boards annually to show guests what has been implemented. A Guest Focus meeting is held four times a year. The weeks are chosen randomly and guests discuss or bring up whatever they wish. Minutes are posted on the boards. Actions required are followed up. The Manager talks to guests randomly, and also visits guests who have specifically asked to see her. The Clinical Services Manager follows up all queries and concerns as they are expressed. Nurses and care assistants also pass on concerns and comments to the Manager either verbally or through the Suggestion Box which the staff also use. The Head of Care Services visits monthly and speaks randomly to guests and checks on how they are finding the service & passes on any comments that need to be actioned. A quality programme of 12 audits is carried out annually. These ask guests their feelings on a number of subjects and are added in to the action plans made up Annual Service Review Page 4 of 7 from the results of the audits. A notice board has been put in place for use by the guests. The board is for the guests to advertise items or put up information for each other. Complaints are always followed up rigorously and any improvements that are needed are implemented as far as possible. As a result of listening to people the home has let us know what changes have been made, these include: Obtaining funds for an additional exercise bike in the physiotherapy department. Installing new non slip grab rails in several bathrooms Placing Guest toiletries at the front of the shelf which gives them easier access. Purchasing touch lamps for Guests who would like independent access to light switch. Installing notice board for use by guests to advertise or inform fellow guests. UV filters were applied on windows in the dining room to protect residents from the strong sunlight. A review of service users menu sheets to support easier ordering by guests. Providing larger print menus on board. Replacing the cook replaced as complaints had been received about the standard of food in the home. Guests are now much happier with the food provided. Implementing loan mobile phones for use by guests while resident in the home. A review of night staff routines so that guests who like to get up early could be accommodated. In the area of Equality and Diversity the home told us that: All staff are made aware at their induction of the values and mission statement of Helen Ley which incorporates the promotion of each persons individuality, privacy, dignity, choice and rights. Training and policies is available for staff on giving guests choices, particularly for choice of gender of carer. Services are provided to meet any special requests for food or personal care management regardless of a persons gender, race, religion, or sexual orientation. All guests have private rooms so that personal preferences for care and attention and lifestyle can be provided. Do not Disturb notices are available for guests to put on their bedroom door. The leisure programme for Guests offers a diverse programme based on peoples individual interests. For example a trip to a Buddhists retreat, ten pin bowling, crafts and visits to the transport museum. Training for all staff on Dignity at Work was provided early in the year and includes instructions on valuing peoples differences. Purchased resource information on cultural diversity to be used as a point of reference for care staff. To meet the religious and cultural needs of some guests the home has met diverse dietary needs by providing halal meat for Muslim guests. Arranged early rising for a Hindu guest so that they could pray before breakfast. Increased provision of communion for Protestant Christians from fortnightly to weekly and instigated Communion for Roman Catholics when guests request. Employed black and Indian care staff which has increased our diversity. One guest was enabled to bringing in their assistance dog into the home. The dog is used to helps the service user with many tasks. They told us in their AQAA how they have improved in the last twelve months, which include: Making sure staff are aware of policies in the home. A policy of the month is posted on the staff noticeboard so all staff can read them and then sign to confirm this. Improving the training programme inn the home for staff. Obtaining a Gold Award from Environmental Health. Decreasing the number of agency staff used in the home. Recarpeting the lounge area. Installing an automatic lounge exit door so guests can go in and out easily. Providing freeview boxes and DVD players in all guests bedrooms. All staff have completed hand hygiene training this year. Providing training to all staff on Annual Service Review Page 5 of 7 Adult Protection as per requirement from last inspection. Obtaining a copy of the No Secrets document and Warwickshire Multi Agency Policy on responding to abuse as per recommendation from last inspection. Reviewed and altered the care assistant rota and introduced modifications. This has taken account the wishes of the guests for getting to bed later after activities, and more guests wanting to get up earlier. They told us in their AQAA about the plans they have for the next twelve months. They will: Conduct a major review of the Policy & Procedure Manual Consult and review the policy on racial harassment to include harassment between service users and between service users and staff. Continue to redesign the garden to encourage more outdoor activities based on a modified plan. This will possibly take more than 12 months to complete. Replace the TV tables in all rooms Replace two laundry machines. Improve the telephone system so that every guest can have their own phone in their room. Implement plans to redecorate the lounge and dining room walls. Recarpet the sitting area, and corridor in the reception area. Investigate ways to help the guests manage their televisions, DVD and freeview boxes in their bedrooms. We have not had access to any service user or staff questionnaires for this review of the service. However people using the services of Helen Ley House have previously told us at inspections that they are happy with the services they receive. The Home has a stable staff team. All staff receive training and currently approximately 47 percent of care staff have achieved an NVQ (National Vocational Qualification) level 2 or above in social care. A further 6 care staff are in the process of completing this qualification which will mean that the home will have 53 percent of their care staff with a qualification in care. The home manager has remained totally committed to developing Helen Ley House, and to providing a safe, happy and supportive environment for residents. The manager continues to let us know about things that have happened since our last inspection and they show that they have managed issues well. The home works well with the Care Quality Commission and have shown us that their service continues to provide excellent outcomes for the people who use it. What are we going to do as a result of this annual service review? We have looked at the information available to us including the AQAA and we are satisfied the home is still providing excellent outcomes for people using the service. We are not going to change our inspection plan and will do a key inspection by 17 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. 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