Care Home: Norbury Crescent (30)

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Annual service review Name of Service: Norbury Crescent (30) 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: Claire Taylor Date of this annual service review: 0 5 0 1 2 0 1 0 Annual Service Review Page 1 of 7 Information about the service Address of service: 30 Norbury Crescent Norbury London SW16 4LA 02087650431 F/P02087650431 norcrest@careexpertise.co.uk Telephone number: Fax number: Email address: Provider web address:   Name of registered provider(s): Name of registered manager (if applicable) Mr Vishandas Jairamani Conditions of registration: Category(ies) : learning disability Conditions of registration: Norcrest 2000 home Limited Number of places (if applicable): Under 65 Over 65 11 1 As agreed on the 29th September 2006, one (1) named service user over the age of 65 can be accommodated. The CSCI must be informed when this service user no longer resides at the home 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 30 Norbury Crescent is owned and staffed by Norcrest 2000 homes Ltd, a specialist provider of residential care homes for adults with learning disabilities and challenging behaviours. The home is registered to provide personal support and accommodation for up to eleven younger adults. The Registered Manager, Vishnu Jairamani, remains in operational day-to-day control of the home. Situated in a residential area of Norbury, close to the centre of town, the home is well placed for accessing a wide variety of local shops, eating establishments and public transport links. Built over three storeys Annual Service Review Page 2 of 7 None the main house comprises of eleven single bedrooms, three are located on the ground floor, a main lounge, a large open plan kitchen and dining area, two ground floor offices, and a laundry room. Toilet and bathing facilities are located near to peoples? bedrooms and communal areas. Outdoor space is adequate. The Statement of Purpose and Service User Guide can be obtained on request from the Registered Manager. Fees for the home range from £952.00 per week to £1773.00 depending on the care package. 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 we have received from this service since its previous Annual Service Review and key inspection report. 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. What the service has told us about things that have happened there in the past year; these are called Regulation 37 notifications and are a legal requirement. The last key inspection undertaken on 16th January 2008 and the previous annual service review, which we carried out in January 2009. Five surveys sent to people who use the service, their relatives and representatives and five staff who work in the home. We asked the manager to distribute the questionnaires. What other people have told us about the service. What has this told us about the service? At the last key inspection, this service was rated as providing excellent outcomes for the people who use it. We completed this review on December 28th 2009. The home sent us their annual quality assurance assessment (AQAA) when we asked for it. The required information was fully completed by the home manager. We sent out surveys to five of the people who use the service and received four back at the time of this review. The manager had helped them to complete the form and contacted three relatives by telephone to seek their views. One relative returned their written survey by post. The responses told us that people and those that are close to them are positive about the care they receive. CHOICE OF HOME The AQAA gave us lots of information about its admission process and how people are involved when making a decision whether to use the service.The home uses a thorough assessment process to ensure that a prospective persons individual needs are understood and can be met. The AQAA told us that nine people live in the home and there were two vacancies. INDIVIDUAL NEEDS & CHOICES Information in the AQAA told us that the home makes sure peoples care plans are regularly reviewed and acted upon. The home ensures the involvement of significant others in peoples lives so that their care is planned in their best interests. Relatives confirmed on their surveys and over the telephone that they were always given information about important issues affecting their loved ones care. The manager wrote about planned improvements, I have attended two sets (out of 3) of PCP training. I aim to send all the key workers for PCP training next year and have all the residents their PCP reviewed with key people. This tells us that the home is working towards a more person centred approach to care. Annual Service Review Page 4 of 7 LIFESTYLE Information within the AQAA told us that people continue to lead busy lives and take part in a range of social and educational activities that are arranged according to their needs and preferred lifestyle. With support from the manager, people using the service ticked that they could make decisions about what they want to do. One relative complimented the range of activities provided and said that there was now more things for people to do. For what the home does well, two staff also highlighted activities as a strength in this service. One suggested improvement was for the home to introduce a sensory room for people to relax. The provider may want to consider this issue. Information told us that the home maintains good links between people using the service and their family or representatives. The AQAA stated, Norcrest management and staff contact parents/relatives to keep them updated of any changes and help service users to contact them by phone on regular basis. This was confirmed by a relative we spoke to who said, they always let me know about important events or if something has happened. PERSONAL & HEALTHCARE SUPPORT The AQAA gave lots of examples on how equalities and diversity are promoted for people using the service. Individuals are able to join in with cultural and religious festivals and the menu was reviewed to include more Caribbean and Asian food in response to peoples requests. The AQAA gave good information about how the home meets peoples healthcare and personal needs and that individuals are supported to access other NHS professional services as needed. One example on the AQAA said, This year one resident was re-assessed by OT on how to use wheelchair. In addition, two other people had a period of support from psychology services to manage particular behaviours which may challenge the services they require. Planned improvements stated,To review our medicine policies in the light of visit and medication administration training (due early next year) of community pharmacist. COMPLAINTS & PROTECTION There is a clear and displayed complaints procedure available to the people using the service or their representatives. The AQAA stated that the home has received three complaints within the past year and that all were satisfactorily resolved. Information on the AQAA told us how the homes policies and practices help protect people from potential harm or poor practice. It said that staff have all attended safeguarding training in the last year and completed CRB checks. All staff who returned surveys confirmed that full recruitment checks were carried out before they started work. All people who returned surveys ticked that they knew how to complain and who to speak to if they were unhappy. No complaints or safeguarding concerns have been reported to us within the last 12 months. ENVIRONMENT Of the four surveys returned, two people ticked that the home was always fresh and clean and two ticked usually. A relative wrote X room is tidy and clean. A staff wrote, this home is hygienically clean and tidy. The AQAA told us about improvements over the last 12 months. People have new locks on their bedroom doors and redecoration has taken place in some of the bedrooms including new flooring for one person. A ramp has been built to assist people who use wheelchairs. The manager has completed a fire risk assessment of the building and ensured that all staff have updated their fire training. Routine, regular checks are carried out to ensure that the home remains safe and comfortable for people using the service. Information on the AQAA also stated that maintenance records were up to date. STAFFING The AQAA told us that there has been little staff turnover meaning that Annual Service Review Page 5 of 7 people using the service continue to benefit from a consistent and stable team who know and understand each persons individual needs. Staff have completed lots of training to keep their knowledge and skills up to date. As well as key health and safety training, specific courses have included Person Centered Planning (PCP), Dementia, PROACT SCIPr (behaviours that challenge) and the Mental Capacity Act. This tells us that the staff receive ongoing and relevant training to meet specific needs of the people using the service. Six staff returned surveys and gave positive views about their working experience. Comments included, Norcrest support each and every service user individually recognising and respecting their need e.g. different communication methods, their cultural foods,holidays. The AQAA told us how the home plans to improve over the next 12 months. We aim 7 staff to complete the NVQ and arrange PCP and other trainings this year. MANAGEMENT & ADMINISTRATION There have been no changes since our last review and the same manager, Mr Vishnu Jairamani continues to run the home. Four staff ticked that their manager regularly met with them to give support and discuss how they were working and two said often. Relatives commented favourably about how the home is run. One told us that they think the home has improved since Mr Jairamani took over as manager and another wrote, staff are always friendly and manager is well informed with what is going on. the manager wrote on the AQAA, This year we had started our own quality assurance assessment (Quality Promise) as a part of Annual development Plan to review the service delivery every quarter of the year which provides us with an opportunity to look at the care plan reviews, meetings and other statistics. Other details in the AQAA tell us that the home considers and acts upon peoples views to improve the service. Over the last twelve months, the home has kept us well informed about any significant events that affect the well being of people living in the home and they have shown that they have managed issues well. There have been five reportable incidents which were all dealt with appropriately. Throughout the AQAA, the information tells us that the service knows where it needs to improve and has clear direction on how it will achieve this over the next twelve months. Based on the information that we have received, our judgement is that the home is still providing an excellent service and that they know what further improvements they need to make. What are we going to do as a result of this annual service review? We are not going to change our inspection plan for this service, and will do a key inspection by 13th January 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 living there. 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. 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