Care Home: Manor Way Centre

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Annual service review Name of Service: Manor Way Centre The quality rating for this care home is: The rating was made on: two star good service 0 6 0 2 2 0 0 9 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: Val Flannery Date of this annual service review: 1 4 0 1 2 0 1 0 Annual Service Review Page 1 of 8 Information about the service Address of service: Manor Way Crewe Cheshire CW2 6JS 01270255248 01270250638 stephen.maddock@clsgroup.org.uk www.clsgroup.org.uk CLS Care Services Limited Telephone number: Fax number: Email address: Provider web address:   Name of registered provider(s): Name of registered manager (if applicable) Conditions of registration: Category(ies) : old age, not falling within any other category Conditions of registration: 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: Old age, not falling within any other category - Code OP. The maximum number of service users who can be accommodated is: 41. 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 Way Centre provides care for forty-one older people. Located on a residential estate in Crewe, the home is within reach of local facilities such as a shop, pub and is on the bus route to the town centre. Access between the ground and first floor of the two-storey building is by a passenger lift or stairway. All the bedrooms are single and Annual Service Review Page 2 of 8 Number of places (if applicable): Under 65 Over 65 0 41 The registered manager post is vacant. 0 6 0 2 2 0 0 9 contain hand-washing facilities. There are sufficient toilets and bathrooms to meet the needs of the people who live in the home. There are a variety of aids and adaptations around the building to help people who may have difficulities with their mobility. Dining and communal areas are provided on both floors of the home. The people who live in the home have access to the garden to the rear of the home as well as a veranda area on the first floor. Staff are on duty twenty-four hours a day to care for the people who live in the home Please contact the home for information on accommodation fees and other charges Annual Service Review Page 3 of 8 Service update since the last key inspection or annual service review: What did we do for this annual service review? We looked at 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 document 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 report and the results of any other visits that we have made to the service in the last twelve 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 the 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 and continuing to maintain and improve the service to provide good outcomes for the people who use the service. The AQAA told us what staff at the home do to make sure the views of the people who live there are listened to and acted upon. This includes CLS Care Services Ltd, along with similar organisations, running an advice line for the people who live in the home and for people who may wish to live in the home and their families. The advice line is operated by the Residents and Relatives Association (R&RA) and is designed to help people who may wish to live in the home and their relatives to: * Get advice which helps them make informed choices about moving into care * Share their worries and concerns with sympathetic, understanding and well-informed advisors in complete confidence * know what standards of service they can reasonably expect * understand their right entitlements * find reassurance and support in coming to difficult and stressful decisions about the future * build positive relationships with care providers once their loved ones are living in a care home. Annual Service Review Page 4 of 8 We were told that the R&RA provide a confidential phone service five days a week for people living in a care home, their relatives and for those seeking advice and help with choosing a care home. We were also told that managers at the home and CLS receive feedback on the services offered through satisfaction surveys, meetings with the people who live in the home and their relatives, and from staff talking to the people in the home. In the AQAA we were told that life plans, which are in addition to existing care plans, and diaries are available to ensure the wishes and memories of the people who live in the home are recorded. The people who live in the home are encouraged to give their views on the service offered by the home. The AQAA told us that as result of listening to the people who live in the home they have made changes which includes the new management team meeting regularly with the people who live in the home and their relatives to discuss the overall running of the home. We were also told that staff have been discussing the future plans for the home with the people who live there and their relatives. The plans include building a new care centre on a site close to Manor Way. Other changes made as a result of listening to the people who live in the home include improved menu cards, a new greenhouse has been put up in the garden at the back of the home and people have been supported in the home to use the computer. A temporary activity coordinator had been appointed to improve the activities offered at the home and drink making facilities have been provided in the communal areas so people could make drinks as they wish. We were also told that staff are encouraged to have their meals with the people who live in the home so as to help make meal times more of a social occasion. Staff at the home are planning to make these further changes as a result of listening to people who live in the home. These include providing individual medicine cabinets in the bedrooms of the people who live in the home where their personal medication can be stored and improving how activities and entertainment are arranged. We were also told that the procedure for managing the personal finances of the people who live in the home is to be reviewed so people have more control over their affairs. In the AQAA we were told how they ensure equality and diversity are promoted in the home. Staff are made aware of the homes policy on equality and diversity and, the importance of treating everyone as an equal and the need to be supportive and open in our roles as employees, carers and colleagues which is incorporated into our induction training. People who live in the home are supported to follow their religious beliefs. They told us that aids are made available and adaptations have been made to the building for people who may have, for example, mobility, hearing and other difficulties. The AQAA told us that to ensure equality and diversity are promoted in the home they involve the people who live in the home, their relatives and staff in the staff recruitment process. This means that people who live at the home have a say in who supports them with personal care. Staff are planning to make further changes to ensure equality and diversity are promoted in the home. These include making the homes policies and procedures available to the people who live in the home. Equality and diversity will be promoted with staff through staff meetings, newsletters and staff induction training. We were Annual Service Review Page 5 of 8 also told that issues of concern will be discussed promptly with the people who live in the home, their relatives and staff. The AQAA told us that, Manor Way provides a safe and caring environment where we encourage and facilitate residents to live their lives as they wish by enabling them to maintain their independence and make informed choices with the information provided to them and the support available to them. We involve our residents, relatives and care professionals in our service provision so that we can give the best customer service. We encourage visits and meetings with potential customers, providing them with information about our service. We have recently improved our medication systems with supporting communication documentation to ensure that staff record all information and track orders and returns. Training has been provided and we are very pleased with the results. We communicate well with staff and residents and relatives and will be increasing this further to ensure that we keep everyone informed regarding our new Belong Crewe Village, opening in November. The manager works alongside the Belong Village managers in Wigan and Macclesfield to ensure that we learn from the experiences we have found in our villages and make positive changes where necessary. We ask for feedback at many opportunities so that we can learn from our customers experiences and improve our service. We encourage a culture of reflection and learning and believe that there is always room for improvement. We are not happy if our customers are not happy, but ultimately see that to achieve satisfied customers relies on happy, motivated and skilled staff, which is why we invest heavily in them. We were told they have improved in the last twelve months; Administration systems have recently been enhanced so that business service staff can communicate track progress on particular issues. Personnel filing system has been updated. All audit files and record keeping has been reviewed to ensure we have the right information in the right place. Communication file has been introduced for all staff to check for updates. Weekly Home Management team meetings introduced. The AQAA told us how they can improve. They will, Communicate with staff individually to ascertain their aspirations. Motivate staff. Keep up to date with supervisions. The above will be achieved by ensuring that all 121s are carried out, providing supervision and leadership training for the care team leaders and continuing regular staff meetings. Continue to keep the communication file updated. Introduction of a Manor Way newsletter (being introduced December 2009) with a feedback slip to encourage ideas and creativity. Ten people who live in the home and six staff who work there sent us back completed comment cards with their views about the home. The comment cards completed by the people who live in the home told us; Looks after me well, Cant do much better, happy with the home, the staff are very caring, I am very comfortable and enjoy living here. They also told us; the food could be better, more trips out and more activities, more choice of foods, food is not always to my taste and could improve. Comments in the staff cards included; as a whole the home is run very well, our home always puts the residents needs first, listen to what the residents want, work well as a team, I think as long as we keep up the training and positive attitude we dont need to improve much; very positive place to work. They also said; give staff more opportunity for giving their feedback, dedicate more time to activities for residents, if we had more space we could do more activities. Annual Service Review Page 6 of 8 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 as required. 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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