Latest Inspection
This is the latest available inspection report for this service, carried out on 26th January 2010. it is an annual review prepared by CQC after examining previous reports and information from the provider. At the time of this report, CQC judged the service to be Good.
The inspector made no statutory requirements on the home as a result of this inspection
and there were no outstanding actions from the previous inspection report.
For extracts, read the latest CQC inspection for Highfield House.
Annual service review
Name of Service: Highfield House The quality rating for this care home is: The rating was made on: two star good service 2 8 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: Angela Kennedy Date of this annual service review: 0 2 1 2 2 0 0 9 Annual Service Review Page 1 of 7 Information about the service
Address of service: 28 Clifton Road Ashbourne Derby DE6 1DT 01335342273 01335346942 highfield.house@fshc.co.uk Telephone number: Fax number: Email address: Provider web address:
Name of registered provider(s): Grandcross Limited(wholly owned subsidiary of Four Seasons Health Care Ltd) Conditions of registration: Category(ies) : old age, not falling within any other category Number of places (if applicable): Under 65 Over 65 0 37 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 Highfield House is a large detached period property, which has been extended to accommodate 37 older people. There is a large car park with a number of steps up to the home or a driveway for wheelchair users. An experienced person manages the home. The home is situated very close to the small town of Ashbourne. A copy of the last Inspection report is available from the home or from our website www.cqc.org.uk 2 8 1 1 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 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). It was clear and gave us all the information we asked for. We looked at the information provided by the registered manager and the surveys that were returned. We received one survey from a person using the service and four surveys from staff that worked at the service. Our judgement is that the home is still providing good outcomes for the people that use the service and that they know what further improvements they need to make. The home lets us know about things that have happened and this demonstrates an open and transparent approach to the service they provide. The information provided by the registered manager told us that the views of the people using the service were regularly sought in the following ways. Through bi-monthly residents and relatives meetings Through quarterly relatives meetings Through the friends of Highfield House Committee who regularly meet to plan activities and outings. They organise fund raising activities to benefit the people using the service such as the summer fayre which raised £330. Through annual customer surveys Through Regulation 26 visits (monthly visits to the service by a Regional Manager) Annual Service Review Page 3 of 7 Through quality audits By implementing remedial action plans Through the Registered Manager having an open door policy Through the complaints procedure Through completed customer feedback leaflets Through staff induction and training Through liaison with purchasing authorities. The registered manager told us that as a result of listening to people the following changes have been made. Following discussions at a resident meeting it was agreed that the home would formally recognise when a resident dies by raising a toast in their memory. In this way everyone living at the home is informed of the death at the same time and do not hear the news through hearsay. Changes have been made to the menus at the home following results of the food questionnaire which is conducted six-monthly. The registered manager told us that the home provides a varied, nutritious and balanced menu with choices offered at every meal time and assistance given to those people who require it. The registered manager told us that drinks and snacks are available throughout the day and that people are able to choose to eat in their own room, in one of the lounges or in the dining room. There is a choice of activities on offer at the home which the activities co-ordinator plans with the people using the service. The registered manager told us that the groups from the local community are encouraged to visit the home such as the local Brownies, and children from a local nursery, who visits at Christmas time to entertain the people living at the home. Holy Communion takes place once per month and a member of staff conducts a short impromptu service regularly on a Sunday morning following requests for this at a residents meeting. The hairdresser brings her dog in to the home to interact with the people living st the home and the service has liaised with Ashbourne Volunteers Bureau on behalf of one person living at the home, whose dog still lives at home with her husband and they now bring him in to the home on a regular basis, so she can spend some time with him. One person enjoys folding the napkins and laying the tables in readiness for the next meal while another person assists the gardener to keep the courtyard looking neat and tidy by weeding the gravelled areas. People using the service are involved in the planning of activities at the home,with a 6 monthly audit of preference undertaken, and are encouraged to access events in the local community with several residents attending the luncheon club at St Oswalds Church every month. Verbal complaints are recorded and followed through with all actions taken in response to the complaint recorded to evidence that the complainant is satisfied with the investigation and outcome. Annual Service Review Page 4 of 7 The 2008 Annual Customer Survey results have been made available for the people using the service, their families and visitors to view; the 2009 survey is in the process of being conducted with questionnaires having just been sent out. A remedial action plan is drawn up in response to issues raised and feedback received. Since the last key inspection of the service we have received information from someone who visited the home. The registered manager was informed of the concern which related to an odour in the home and the nurse call bell and she was able to identify the cause of these concerns and confirmed that these had been addressed. The registered manager told us that she has received 3 complaints since the last key inspection and has demonstrated that these have been addressed promptly and the appropriate actions taken. In the survey returned by a person using the service they confirmed that they knew how to make a complaint and who to speak to if they had any concerns. The information provided by the registered manager told us that the recruitment procedures are robust and thorough, and demonstrate commitment to equality and diversity. Four Seasons Health Care take the training and supervision of their staff very seriously. The home has an in-house moving and handling trainer, fire warden and inhouse POVA (Safeguarding Adults) trainer. This means that the training can be frequent and small scale and individualised to meet the needs of the staff. The staffing levels reflect the needs of the people using the service and the rotas are flexible. All staff undertake a thorough and comprehensive induction programme. The home manager aims to provide a diverse staff team with a balance of skills and experience. Staff meetings are held bi-monthly and provide an opportunity for a two-way exchange of information. The meetings are held at varying times of the day to enable all staff to have the chance to attend and be kept fully informed and to be involved in the development of the service. All staff receive bi-monthly supervisions and annual appraisals which are conducted by the home manager or deputy manager. Four Seasons Health Care provides numerous workbooks for staff to complete at their own pace. Some staff have chosen to complete additional workbooks in preparation for their NVQ, while others are working through the workbooks within the parameters set by the home manager. Relatives have commented that they know the staff well and know their names and are able to communicate with them freely and easily and that they always enjoy banter with the staff when they visit the home. All staff are issued with accurate and detailed job descriptions which clearly define their roles and responsibilities within the home. The deputy home manager has supernumerary hours each week during which time she can conduct audits and staff supervision and assist the home manager. People using the service are involved in the interview process. The surveys received from four staff that work at the home confirmed that they were provided with training and that this training was updated as required. They confirmed that the communication between the staff team was good and that they were supported by the management of the home and received regular supervision sessions to support them in their work. Annual Service Review Page 5 of 7 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 the 26th November 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 Annual Service Review Page 6 of 7 Reader Information
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