Care Home: Hilton House

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Annual service review Name of Service: Hilton House The quality rating for this care home is: The rating was made on: two star good service 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: Vicky Dutton Date of this annual service review: 1 1 0 2 2 0 1 0 Annual Service Review Page 1 of 7 Information about the service Address of service: 175 Shrub End Road Colchester Essex CO3 4RG 01206763361 NA hilton_house@hotmail.co.uk Telephone number: Fax number: Email address: Provider web address:   Name of registered provider(s): Conditions of registration: Category(ies) : learning disability mental disorder, excluding learning disability or dementia Conditions of registration: Mrs Sylvia John Number of places (if applicable): Under 65 Over 65 10 10 0 0 The maximum number of service users who can be accommodated is: 10 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: Learning disability - Code LD Mental disorder, excluding learning disability or dementia - Code MD 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 Hilton House is a former family home that has been extended and altered to form the current accommodation. Hilton House is registered to provide care and accommodation for up to ten people who have a learning disability or mental disorder. The property is located approximately one mile to the west of Colchester Town Centre, in an established residential area. Public transport is frequent and a bus stop is within Annual Service Review Page 2 of 7 walking distance. The closest rail station is Colchester Town. The front garden provides off-road parking. The rear garden is of good size, and is currently being landscaped and planted. Accommodation is provided over two floors and consists of of eight single bedrooms and one double bedroom. Four rooms have an en suite facility. Communal rooms on the ground floor include a sitting room, dining room and an activities room. The current range of monthly fees were stated to be the same as identified at the last site visit. These were £520.00 to £1,200.00 per month. This was said to include funding for activities. Hairdressing, personal toiletries, additional bedding and furniture, newspapers and dry cleaning are charged at cost. A statement of Purpose and a Service Users Guide are available to provide people with information about the service. 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. This included: * The annual quality assurance assessment (AQAA) that was sent to us by the service. The AQAA is a self-assessment tool that providers are required by law to complete. It focuses on how well outcomes are being met for people using the service. It also gives 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. * 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. * What other people have told us about the service. * We had a telephone conversation with the manager at Hilton House to discuss some specific issues. What has this told us about the service? The last key inspection for this service tool place on 21st February 2008. This is when the current 2* rating was made. An annual review of the service was undertaken on 22nd January 2009. The home sent us their annual quality assurance assessment (AQAA) when we asked for it. The AQAA was very well completed and gave us all the information we asked for. The AQAA told us of the many improvements have been made during the previous year. For example, Individual person centered holistic care is now integrated into every aspect of daily care at Hilton House. Meal planning has been improved, and the level of activities and social events available for residents has also been improved. The home has been refurbished with more facilities now available for residents. Staff training has been ongoing with and all staff now have a staff development portfolio. The home has supported nearly 100 of their staff in achieving National Vocational Qualifications to improve their skills and knowledge. This shows that the provider is committed to maintaining a well trained workforce. The AQAA also recognised where the home can continue to improve such as continuing to develop care planning to incorporate end of life wishes, finding innovative ways of involving residents with the ongoing running and life of the home, reviewing policies and procedures and keeping up to date with changing legislation. We looked at all the information in the AQAA and our judgement is that overall the home is still providing a good service, and that they know what further improvements they need to make. Annual Service Review Page 4 of 7 The previous inspection identified that Hilton House had systems to monitor the quality of the service in place. People had opportunities to say how they found the service, and to have their views listened to. Opportunities for people to express their views about the service are ongoing through residents meetings and quality assurance exercises. Since the previous inspection the home has also become registered with Investors in People which is further evidence that management are committed to providing a quality service. The AQAA identified changes made as a result of listening to peoples views such as more one to one meetings with residents, and proper minuting of meetings with clear follow up actions. People living in the home have previously told us that they are pleased with the service and happy living in the home. As part of this annual service review we sent surveys to everyone living at the home to seek their views. Surveys from all nine people currently living at Hilton House were returned to us. Surveys showed that people are still very happy with the service they are receiving. People felt that they were offered the care and support that they needed. People made positive comments such as: Ive moved around to many homes. This is the best, I like the home cooked meals. I like living at Hilton House, I get a lot of support here, I like all staff and service users. I enjoy ten pin bowling, snooker, football, Gateway Club, College, trips to Clacton, Mersea and Dovercourt. I am a gardener I grow my own vegetables beens, tomatoes and greens. Staff listen to me and I make my own decisions, and, I have a very good home and cooked meals. I like to play with my computer. I like my room. I enjoy all activities. I can make all my decisions myself. Many other positive comments were made about the service. No negative comments were made. We received surveys back from seven relatives of people using the service. Responses were positive and people said: The all round care for my [relative] is excellent. Hilton House provides a very good home for them, Hilton House have provided stability and a happy home for X. The care is excellent and X has improved tremendously since they have been there. X especially enjoys the animals and the activities, I cannot praise the care our [relative] gets enough. It is the best place they have ever been. The manager always talks to us about X and the things they are doing, and, There is plenty of excellent and outstanding care. There is not one service I could ask Hilton House to improve and all the activities for my [relative] are encouraging them to improve. My [relative has never been happier. Again there were many more positive comments and nothing negative about the service mentioned. We received a survey back from one visiting professional. Their comments were positive such as, Homely environment, strive for continual improvement, happy service users. The survey recognised that the service has developed significantly over the last two years. On surveys people said that they knew who to talk to informally and how to make a complaint. The AQAA confirmed that the homes complaints procedure was available and that All service users are encouraged to tell us if they are not happy with anything. The AQAA said that no complaints had been received in the last 12 months. No concerns have been raised with us (CQC) about the service in the last 12 months. Six members of staff returned surveys to us. They were positive about their role and felt that the care offered to residents was good. They said: The service is very good at meeting the individual needs of service users, respecting their individuality, Very Annual Service Review Page 5 of 7 clean, safe and homely environment. Service users have lots of choices and activities and they get a lot of one to one activities. Records are maintained very well, and Care plans are excellent and highly personalised. People felt that teamwork, communication and management were excellent. One person said Hilton House is an excellent care home which keeps getting better through training and staff motivation, another that, This is the best care home I have worked at, I am proud to be a member of this home. Again there were many other positive comments that demonstrated a positive and committed staff team. This is reflected in the AQAA which said that no staff have left the service in the last twelve months. This will provide consistency and continuity for residents. Staff also indicated that a good range of training opportunities were provided, and that they were very well supported through supervision. There have been no changes to the ownership or management of the home since the previous inspection. At that time the home was well and effectively managed. Information looked at for this review and discussion with the manager showed us that the effective management of Hilton House is continuing. Changes and developments to meet the needs of residents and staff are ongoing. Since the previous inspection we had not received any notifications about any events or occurrences in the home. The manager confirmed that no notifiable incidents had occurred during this time. Discussion with the owner/manager demonstrated their commitment to providing a high level of care, support and service to people living at Hilton House. They have shown us that their service continues to provide positive outcomes for the people who use it. All the information received and looked at as part of this review indicates that the service has improved. This will be fully assessed when we next visit the home. 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 21st February 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. 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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