Care Home: Melrose Care Home

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Annual service review Name of Service: Melrose Care Home The quality rating for this care home is: The rating was made on: three star excellent 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: Beth Tye Date of this annual service review: 2 8 0 7 2 0 0 9 Annual Service Review Page 1 of 8 Information about the service Address of service: 9./11 Wykeham Road Worthing West Sussex BN11 4JG 01903230406 01903216258 melrose.care@tiscali.co.uk Telephone number: Fax number: Email address: Provider web address:   Name of registered provider(s): Conditions of registration: Category(ies) : old age, not falling within any other category Conditions of registration: Melrose Care Limited Number of places (if applicable): Under 65 Over 65 0 26 The maximum number of service users to be accommodated is 26 The registered person may provide the following category of service : Care home with nursing (N) to service users of the following gender: Either whose primary car needs on admission to the home are within the following category: Old age, not falling within any other category (OP) 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: The company has purchased and renovated an adjoining property to increase the size of the home. The variation to the number of residents is now 26. Date of last key inspection: Date of last annual service review (if applicable): Brief description of the service Melrose is registered to provide personal and nursing care for up to twenty six residents aged 65 years and over. The home was registered with a new owner in June 2005. Melrose is situated on a main road in a residential area of the town of Worthing. A park is opposite the home. Public transport links are within walking distance. The building is a large detached house, which has been converted. Accommodation is Annual Service Review Page 2 of 8 provided on two floors with a passenger lift providing access to the first floor. Bedrooms are mix of double and single. A garden with seating area is accessible to residents, at the rear of the building. A driveway with parking is at the front. 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 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? They 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 in the AQAA and our judgement is that they are still providing a good service and that they know what further improvements they need to make. The AQAA stated that the home continued to use questionnaires in order to obtain the views of people living in the home and their /relatives representatives about the quality of the service that it provided. The AQAA stated that the home had made information available to the residents about organised activities. The home had a system in place that ensured people living there were consulted about and could influence day to day life. In the AQAA we were told that the home had recruited volunteers to ensure that as far as possible they could provide and offer more individual one-to-one activities for people that did not want to join organised and group activities. A commitment to staff training and development was identified at the last inspection. Annual Service Review Page 4 of 8 Information in the AQAA indicated that this commitment continues as the home implements a rolling training programme. This ensures that staff receive training in a range of subjects to ensure that they have the competence and skills to meet the needs of people living there. Staff working in the home have or are working towards obtaining relevant competency based qualifications in areas relevant to residents assessed needs. In doing so the home is ensuring that the staff are properly skilled and able to provided the service that it describes in its service users guide. There was reference in the AQAA to improvements that had been made from listening to the service users. These include: Complete refurbishment of communal areas, as some visitors mentioned that the place was looking tired We involved the staff and residents in the choice of colours and styles of furniture for this refurb. Food choices are updated regularly depending on feedback. We trial many different activities and then ask for feedback, booking those again which the residents enjoy. For example, exercises, motivational music, music for health are some of the more popular ones. Our volunteer florist left to live in Spain; we knew from our residents that this was one of the most popular activities. We found an excellent replacement so that the residents can continue to enjoy this. More recently, as part of the feedback from the questionnaires, a resident asked for Bible readings, and so we found a volunteer to do this with a small group. This is likely to become a regular event. We have installed wireless technology for any residents who wish to use the internet. Developed the collecting of life stories soon after admission, which not only helps us not only to know the history of the residents, but gives us meaningful information about what might be important to them going forward. One resident shares his love of Country music with other interested residents in the afternoons; others have been encouraged to ask loved ones to bring in their pets (who they had to leave behind when admitted), for visits. Another has been able to continue the tradition of having Sunday lunch with her family by going out most Sundays. When her other daughter comes to visit from abroad, we set up her accommodation and welcome her to Melrose for her meals. A crucial part of the accreditation process for the Gold Standards Framework for End of Life Care was developing an assessment to gather the views of the residents on how Annual Service Review Page 5 of 8 they would like to be cared for at the end of their life. This has proven invaluable in the care of the many Continuing Care users we have had this year. We have had extremely good feedback from both relatives and the department of Continuing Health Care, as well as from our clinical links with St Barnabas, the local Hospice, who provide us with very valuable support. In addition the AQAA identified areas of significant improvement and change since the last inspection. These are: Improved access for GPs visiting, parking was proving difficult for them, so dedicated area now reserved Refurbished and re carpeted all communal areas and majority of bedrooms in existing home. Updated artwork on display Purchased new dining furniture, more conducive to socialising and gives a less institutionalised feel. Replaced much of the bedroom furniture. Overhaul and replacement of fire door system to give much safer, lower maintenance system Taken on new proposal (renovation and refurbishment of adjoining building) through planning, building control and tendering of contractors etc. Project now completed. Accomodation is increased to provide placements for twenty six adults. Consulted Occupational Therapist in initial stages of design and incorporated her findings and recommendations into the final plans. Invested in new sluice machine, quieter and easier to use. In additon to this information the Commission received survey comments from four staff, two health professionals and six service users and/or their relatives. All continue to be very satisfied with the quality of the care provided, the training staff receive and the support from management. Feedback was gained from the questionnaires sent out by the Commission. Some service users said: The food is always good There is nothing the home could do better The home gives us all round medical attention and care whenever we need it Annual Service Review Page 6 of 8 Staff are friendly and approachable and always willing to help A warm homely atmosphere, always welcoming Wonderfully innovative when it comes to meeting residents needs I cannot fault the care provided by a dedicated and caring staff Some staff said: We are supported in our role Everyone is treated individually Very homely with an excellent standard of care We always ensure residents are cared for the best we can Some health professionals said: An all round excellent home Very good at training staff and improving education Good at looking after relatives as well as patients, particularly in respect of end of life care. Always seek approriate advice when needed. The service continues to work well with us and let us know about things that have happened since our last key inspection. They have shown that they manage issues well. 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 30th July 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 7 of 8 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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