Care Home: Manor House Care Home

Annual service review Name of Service: Manor House Care Home 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: Rajshree Mistry Date of this annual service review: 2 6 1 1 2 0 0 9 Annual Service Review Page 1 of 11 Information about the service Address of service: 58/60 Main Street Middleton Market Harborough Leicestershire LE16 8YU 01536771722 Telephone number: Fax number: Email address: Provider web address:   Name of registered provider(s): Conditions of registration: Category(ies) : dementia Conditions of registration: RKL Living Ltd Number of places (if applicable): Under 65 Over 65 22 0 The maximum number of service users who can be accommodated is: 22. The registered provider may provide the following category of service only: Care Home - 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 - Code DE. 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 Manor House Care Home is situated in Middleton, a village location between Market Harborough and Corby. The home was at one time, the local Manor House in the village. There have been conversions to the older part of the home, which is a separate facility of flats for assisted living. These are owned and run by the same owner but is not part of the registered facility. Manor House Care Home has been running as a residential care home for a number of years. The Registered Manager and most of the staff have worked at the home for a Annual Service Review Page 2 of 11 No number of years. Manor House Care Home is accessible via public transport and access to the home is via the car park, known as The Orchards. There is accommodation for up to 22 people who are suffering from dementia. There are individual rooms and a number of communal areas such as the lounges and a patio courtyard area, which people can use. The fees for 2009/10 are not known. People who are interested in using Manor House Care Home should contact the Registered Manager and the home directly for the range of fees. Further information about Manor House Care Home can be obtained from the home in the form of Service User Guide and the Statement of Purpose. The latest Inspection Reports are available at the home or can be accessed via the Care Quality Commission (CQC) website: www.cqc.org.uk Annual Service Review Page 3 of 11 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 that focuses on how well outcomes are being met for the people using the service. It also gave us some numerical information about the service. We assessed the information we have about the service and how the complaints received have been managed. We looked at what the service has told us with regards to the things that have happened in the service. These are called notifications and are a legal requirement. We looked at the last Key Inspection report dated 12th December 2007, the last Annual Service Review dated 4th December 2008 and the results of any other visits that we have made to the service in the last 12 months. We looked at the relevant information from other organisations and what other people have told us about the service. We sent out surveys to the people using the service, the staff working at the home and the General Practitioners Surgery. What has this told us about the service? Manor House Care Home sent to 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. Manor House Care Home has demonstrated how it continues to maintain the standards of care and meet the needs of the people who use the service. The AQAA was completed by the Registered Manager and provided details of what the service does well and the evidence to support the practice. There was information provided that demonstrated how peoples individual needs are met and their independence promoted. The AQAA stated that people who are considering using Manor House Care Home and their relatives are given information about the home in the form of a Service User Guide. It contains information about the range of services and facilities available to people, what people can expect and experience should they choose to move to the home. The AQAA demonstrated that there is a pre-admission assessment of needs process Annual Service Review Page 4 of 11 that is carried out by the Registered Manager and the Community Psychiatric Nurse who supports the people that use the home. This process ensures individual care needs, support, challenges and preferences are known and can be met by the home. This allows people to have a planned move to the home to reduce any stress or anxiety and benefit from additional staff to support them. The first month is deemed as a trial period to make sure Manor House Care Home is the right place for them and their needs can be met. Thereafter, the individual is provided with a contract for the stay, which has the terms and conditions. The AQAA states individual care plans are developed using the information gathered from the assessment of needs. The care plans contain information with regards to meeting personal care needs, daily living, routines and choice of lifestyle. This includes therapeutic activities, cultural, personal and religious needs. Manor House Care Home works well with other health and social care professionals. Therefore, people who use the service have access to additional support from the General Practitioner, Dentist, Optician and Chiropodist, when required. The Community Psychiatric Nurse works closely with the home to support the people who use the service. The AQAA demonstrates the management system for storage, administration, recording and disposal of medicines is good. Where people have strong medication due to the mental health, these are reviewed by the Community Psychiatric Nurse who visits weekly or the Psycho-Geriatrician. The staff working at Manor House Care Home are trained to care and support people with dementia, promoting therapeutic activities, using the guidance from the Alzheimers Society. Staff encourage people with their independence and choice. People are able to move around the home promoting their rights and dignity. The AQAA states the staff are trained in end of life care and support people who use the service and their relatives. Relatives are encouraged to stay and be involved in the care of their relatives at this time, if they choose. Manor House Care Home maintains a record of the compliments and comments received from the people who use the service and relatives. This shows the service continues to satisfactorily meet the needs of the people who use the service. Manor House Care Home promotes a family atmosphere in the home, encouraging people to freely choose how they spend the day. Family and visitors are welcome at any time and encouraged to be involved in the care of their relatives living at Manor House Care Home. There are good links with the community. These include visiting entertainers and non-denominational spiritual service. The staff are trained to promote therapeutic activities to support people with dementia, recognising people with dementia may have a short attention span and may lack motivation at times. This shows activities and engagement with people is individual, to suit their needs. The AQAA states people who use the service have nutritional assessments and their weight is monitored to ensure they maintain a healthy weight and well-being. Individual choice of meals is encouraged. There are weekly menus, which are changed to suit individual requirements. Annual Service Review Page 5 of 11 The AQAA states the complaints procedure is displayed in the home. There is an ethos in the home whereby people who use the service and their relatives are encouraged to speak with the staff or the Registered Manager at the earliest opportunity. This enables issues of concerns to be resolved quickly. The Registered Manager maintains an open door policy for the people who use the service, relatives, visitors and staff. The AQAA states Manor House Care Home received 2 complaints in the last 12 months, both were addressed within 28 days, as per the procedure and both were substantiated. The Care Quality Commission received no expressions of concerns or complaints about Manor House Care Home. The AQAA states staff are trained in understanding, recognising and reporting any form of abuse and there is a safeguarding adults procedure in place. Safeguarding means promoting and protecting the well-being of people who use the service from harm, risk and abuse. Manor House Care Home is an old established building. The AQAA states that whilst the building and layout are less than ideal, people who use the service have been supported to orientate themselves around the home freely and without risk. There is signage to help people with dementia find there way around the home. The improvements made to the home environment includes the re-decoration and refurbishment of the dining room. Several bedrooms have also been re-decorated and re-carpeted. The improvement plans for the home have been detailed in the AQAA and includes re-designing of the quiet room, to convert one bathroom into a wet room and further decoration and refurbishment within the home. The AQAA states staff recruitment is good. All staff employed are appointed with satisfactory pre-employment checks. All staff receive training to develop their skills to meet the needs of people with dementia who use the service. There is a programme of staff development provided by the in-house trainer and mentor and support provided through staff appraisals. The numerical information in the AQAA indicates over 85 of staff have attained the National Vocational Qualification (NVQ) level 2 or above in care. In addition, one member of staff has attained the ILM Team Leading Award and another member of staff attained the Learning and Development Level 3 Trainers and Mentoring Award. There are two staff who are working towards the A1 Assessors Award. The Registered Manager is experienced in providing care and managing Manor House Care Home for many years. The Registered Manager has completed the post-graduate certificate in dementia studies with Stirling University and a Trainers Certificate in Medication Management. There are staff who have also started on management training: Registered Managers Award and Team Leading. There is an establish management and staff team that ensures the needs of the people who use the service are met. The Registered Manager and the Registered Person, who is the owner, meet regularly to discuss the operational issues. There are administrative and financial procedures and processes in place to ensure the effective management of Annual Service Review Page 6 of 11 the business. Manor House Care Home sends to us the timely information relating to the well-being of the people who use the service. These are called notifications and are a legal requirement. The AQAA states Manor House Care Home has maintained the Investors in People Award and the Northamptonshire Rose Standard for Social Services. The people who use the service and their relatives are kept informed about changes in the service that may affect them. They have opportunities to express their views about the service directly to the Registered Manager. The AQAA details all the policies and procedures that are in place. The details of the maintenance, servicing and testing of equipment in the home is recorded, which includes the electrical tests, hoists, fire safety, heating and lighting. This shows Manor House complies with the other regulations. We received a copy of the Fire Officers report following the Fire Inspection carried out at the home on 14th October 2009. Whilst the service was compliant with the majority of the Fire Regulations, a few issues relating to fire exits and maintenance required addressing. We sent out 19 surveys to the people who use Manor House Care Home, of which 8 were returned. Some of the surveys received were completed by people with the support of their relatives or the key worker. The majority of responses indicated that people received enough information about the home to help them decide to use Manor House Care Home. All the responses indicated Manor House Care Home met the needs of the people who use the service, including health needs and support with their medication. All the responses indicated that staff have the right skills, were available, listened and acted on requests. The majority of responses indicated people know how to make a complaint and have had their concerns addressed quickly. The additional comments received in the surveys with regards to what the service does well, included: I am happy with everybody, they are nice people Need someone to talk to sometimes I am a happy person The staff are definitely good Good sense of humour and are dedicated I am happy enough as I am Looks after me well We think its nice, we like walking about and are content I have always thought what nice people you are Annual Service Review Page 7 of 11 Yes, that is one thing they do even when I talk a lot of rubbish - you are wonderful Couldnt do any better than they are doing I would like my car nearer the house We sent out 2 surveys to the General Practitioners of which 1 was returned. The responses received indicated the home meets peoples health and personal are needs, seeks timely advice and supports people with their medication. The responses indicated that staff are available, respect peoples privacy and dignity and promotes their preferred choice of lifestyle. The comments received in this survey were: Appropriate contacts with GP services Good level of care shown on all my attendances Good understanding of care issues surrounding dementia No obvious weaknesses noticed We sent out 20 staff surveys of which, 8 were returned. All the responses received indicated staff receive up to date information about the people who use the service and their care needs. The responses indicated that staff were appointed with satisfactory pre-employment checks that includes a criminal records bureau (crb) check. This is a check to assess the suitability of the person to work with vulnerable people. All the responses received indicated staff received an induction and training that covered their job role, providing them with the knowledge and the right skills. The responses received indicated staff were confident to respond to concerns and complaints from the people who use the service and their relatives. The responses also indicated staff receive support and have meetings to discuss work issues. The additional comments received in the surveys with regards to what the service does well, included: Security, comfortable, well-cared for in all areas. Food is good, friendly, full equipment and activities The home provides excellent care to all its residents I personally feel that the home is providing a very high standard of care to all its residents. Therefore, I dont feel they could do things any better than they already are at present I would like to add that the home has a very warm and caring team of staff The home is run very well, with excellent care provided Manor House Care Home would be top of my list of recommendations if a family were looking for a home for a loved one Annual Service Review Page 8 of 11 Caring for and understanding the individual needs of the clients we look after Provides a high standard of care for individuals. Maintains home and care need to a good standard I am happy with the home and the team the home has built We have come a long way in the past years Ive worked here. Its a good environment to work, everyone works well and as a team Fantastic Manager that has worked hard to build a good reputation for this home I feel our home does well providing a home from home environment, due mainly to the dedicated and trained staff in our specific type of care Allows our resident the freedom of the home Our food is top class as our chef gives 101 We have a happy home and welcome all who visit at anytime - an open house We know all our residents backgrounds and use this information positively to promote well-being for our residents. We make the home interesting and varied to promote conversation Our manager is really hot on sending us on training We have some of the most experienced and trained seniors. My fellow carers work really hard for our residents benefit Gives good level of care when staffing needs are met although this is not often Appropriate training for staff Supplies nutrition and well presented food Good support for residents and staff I think the world of all our residents and look forward to going to work to look after them Treats residents as individuals and as if it is their own home We also received some comments with regards to what the service could do better. These were from the staff surveys and related to the home environment such as cleaning, running water and updating the decor; provision of activities and having a designated Activities Co-ordinator and having more staff meetings. We shared these comments with the Registered Manager who acknowledged and accepted these comments. They provided us with an update, which included, the recruitment of an activities co-ordinator is continuing, the replacement of the carpet cleaner and the Annual Service Review Page 9 of 11 installation of a new boiler. The Registered Manager also told us that Manor House Care Home is an old building therefore, further environmental changes or development is limited. The Registered Manager also said staff meetings do take place and are scheduled but some staff choose not to attend. This demonstrated that the service has addressed issues as they have occurred. We concluded that the information received in the AQAA, information we have received and our discussion with the Registered Manager was supported by the responses and comments received in the survey. Manor House Care Home continues to let us know about the things that have happened since the last Key Inspection. They have shown that they have managed issues and made improvements to the quality of service and the home environment. They work well with us and have shown that the service continues to provide good outcomes for the people who use it. What are we going to do as a result of this annual service review? The next inspection of this service will be based on the Fees and Frequency Regulations 2007 and the assessment of risk of the service. Further clarity will become evident as the new registration and inspection system under the Health and Social Care Act 2008 is confirmed. Annual Service Review Page 10 of 11 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. 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