Latest Inspection
This is the latest available inspection report for this service, carried out on 12th October 2009. it is an annual review prepared by CQC after examining previous reports and information from the provider. At the time of this report, CQC judged the service to be Good.
The inspector made no statutory requirements on the home as a result of this inspection
and there were no outstanding actions from the previous inspection report.
For extracts, read the latest CQC inspection for Norfolk House.
Annual service review
Name of Service: Norfolk House The quality rating for this care home is: The rating was made on: two star good service 1 4 1 0 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: Nicki Dawson Date of this annual service review: 1 6 1 0 2 0 0 9 Annual Service Review Page 1 of 6 Information about the service
Address of service: 39-41 Sea Road Westgate Kent CT8 8QW 01843831667 01843836152 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: Select Healthcare (2006) Ltd Number of places (if applicable): Under 65 Over 65 0 30 The maximum number of service users to be accommodated is 30. The registered person may provide the following categories of service only: Care Home only (PC) to service users of the following gender: Either Whose primary care 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 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 Norfolk House is a large detached building situated directly opposite to the Westgate Pavilion and the sea front. This provides uninterrupted sea views and the opportunity for walks along the sea front. The home can be easily accessed by road and is close to a railway station and local bus routes. There is ample car parking at the front. The home is situated near to local shops and other facilities. Margate is just along the coast. 1 4 1 0 2 0 0 8 Annual Service Review Page 2 of 6 Accommodation is provided on three floors and is mostly single rooms. Some have en suite facilities. A passenger lift provides access between all floors. A Church of England service takes place monthly. External entertainment includes weekly exercises and a monthly sing a long. Internal activities currently include arts and crafts and bingo. The latest inspection report is available on request at the home. The last key unannounced visit to the home was on 14th October 2008. Annual Service Review Page 3 of 6 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? The home sent 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 and that they know what further improvements they need to make. The person who is in day to day management of the service has been in post for fifteen months. She has told us that she is in the process of submitting an application to us to become registered as the home manager. The AQAA evidences that there continues to be a high turnover of staff in the home which raises the concern that people who live there, may not be receiving a consistent level of care. There are currently ten members of the care staff team and ten have left in the last year. The appointed manager clarified that a third of the staff team have worked at the home for a number of years and a third of the staff team have worked at the home for just under a year. The appointed manager said that therefore she is confident that staff are knowledgeable of the care needs of the people who live at the home. We sent ten surveys to people who live in the home and received eight back, which is a good response. Everyone told us that they know who to speak to if they are unhappy. People said that staff always or usually listen to them and that they receive the care and support that they need. Annual Service Review Page 4 of 6 When asked what the home does well people replied, everything more or less, food very good and home kept clean and activities. One person suggested that the home could improve by offering more outings, but most people did not have any suggestions to make. We have not received any complaints about the home and the home have told us that they have not received any complaints either. The appointed home manager said that the people who live in the home are regularly asked to complete a survey about their level of satisfaction at Norfolk House. She says that she has yet to use this information to make a report identifiying any areas where the home needs to improve, but will now do so. The home usually lets us know about things that have happened since our last key inspection and they have shown that they have managed issues well. They work well with us and have shown us that their 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? We are not going to change our inspection plan, and will do a key inspection by 14th October 2010. 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 5 of 6 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. If you would like a copy of the findings in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. Annual Service Review Page 6 of 6 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!
