Care Home: Manor Rest Home

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Annual service review Name of Service: Manor Rest Home The quality rating for this care home is: The rating was made on: two star good service 0 4 1 2 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: Vicky Dutton Date of this annual service review: 2 6 1 1 2 0 0 9 Annual Service Review Page 1 of 7 Information about the service Address of service: 35 Manor Road Westcliff On Sea Essex SS0 7SR 01702343590 F/P01702343590 manorresthome@btinternet.com www.mrh.org.uk Mrs Rebecca Mary Hart Telephone number: Fax number: Email address: Provider web address:   Name of registered provider(s): Conditions of registration: Category(ies) : dementia mental disorder, excluding learning disability or dementia old age, not falling within any other category Conditions of registration: Number of places (if applicable): Under 65 Over 65 0 0 0 12 1 19 The home provides accommodation and personal care for one service user with a mental disorder over the age of 65 years whose identity is known to the Commission for Social Care Inspection. The home provides accommodation and personal care for up to 19 Older People over the age of 65 years. 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 Manor Rest Home is privately owned. It was formerly two large semi-detached houses, which have been made into one property. The home is situated in a residential area of Westcliff-on-Sea. It is a short distance from bus routes, main line railway station and Annual Service Review Page 2 of 7 0 4 1 2 2 0 0 8 the seafront. The home has its own minibus for resident use. The home provides personal care and accommodation for 19 older people. Within this number twelve people may have have care needs associated with dementia. Bedrooms are located on both the ground and first floor in seven single and six shared rooms. A stair lift is available to support access. Some rooms have en-suite facilities. There are two separate lounges, and a dining room/ conservatory. There is a pleasant garden to the rear of the property with seating for residents and a parking area at the front. The Home has a Statement of Purpose and Service Users Guide available. People can also find out information through the homes website available on www.mrh.org.uk The registered manager advised that the weekly fee ranges from £345.00 to £435.00 Additional charges/costs incurred by residents were for personal items such as hairdressing, chiropody, magazines, newspapers, toiletries, alcohol and cigarettes, escort and taxi costs, and trips on the minibus. The above information about fees was correct at the time of the last key inspection. For current information please contact the provider. 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 Manor Rest Home to discuss some specific issues. What has this told us about the service? The home sent us their annual quality assurance assessment (AQAA) when we asked for it. The AQAA was satisfactorily completed and gave us all the information we asked for. The AQAA told us what improvements have been made in the previous year. For example, Activities have been further developed for the benefit of residents by the addition of new games, activities DVDs and a Wii console. Areas of the home such as the kitchen and office have been refurbished. Staff training has been ongoing with with updates to core skill areas, and staff continuing to undertake 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, providing more outings for residents and introducing regular residents surveys. 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. The previous key inspection report highlighted that the home is small and family run. People had opportunities to say how they found the service, and to have their views listened to. The AQAA confirmed changes that had been made as a result of listening to peoples views, such as providing gardening opportunities for one person, and helping another person to manage a particular habit. This shows that management at the home continue to listen to people and meet their individual needs and preferences. People living in the home have previously told us that they are pleased with the service Annual Service Review Page 4 of 7 and happy living in the home. As part of this annual service review we sent surveys to eight people living at the home to seek their views. Six were returned to us. Surveys showed that people are still 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: I am happy to think of this as home, I am very well looked after by the staff, The care and food is excellent, it is friendly and cosy, and, The staff are always pleasant and helpful. The food is served at regular times and is usually to my liking. Relatives said, My [relative has been a resident at Manor Rest Home since 2005 and I am completely satisfied that they get the best possible care and attention, and, They make X feel safe and comfortable and they feel at home with the owners, their family and the rest of the staff. Their general health has improved greatly since they have been there. We received surveys back from three visiting professionals. Again comments were positive such as, I would recommend this rest home for my own relatives. It is a lovely small, homely caring place, The home is homely, intimate and welcoming. The staff are very professional but always friendly. I have dealt with them for about six years and the providers are always very up front and honest when discussing clients needs. and Clients are well supported and their care needs are met. 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 on display and freely available to people. 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. Five 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: I feel the home gives excellent care to the residents, the home provides a high standard of care to all service users. It provides a homely atmosphere and a pleasant working environment, and, I am glad to work in a home with such high standards of care. Staff indicated that a good range of training opportunities were provided. They also felt that the home was very well managed. One said, We have a really good manager. They always listen help and advise. I respect them very much. 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 Manor Rest Home is continuing. Changes and developments to meet the needs of residents and staff are ongoing. The home continues to let us know about things that have happened since our last key inspection. They have shown that they have managed issues and situations well. They work well with us and have shown us that their service continues to provide positive outcomes for the people who use it. What are we going to do as a result of this annual service review? Annual Service Review Page 5 of 7 We are not going to change our inspection plan, and will do a key inspection by 4th December 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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