Care Home: Norton Hall Nursing Home

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Annual service review Name of Service: Norton Hall Nursing Home The quality rating for this care home is: The rating was made on: three star excellent service 2 4 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: Christine Potter Date of this annual service review: 3 1 1 2 2 0 0 9 Annual Service Review Page 1 of 7 Information about the service Address of service: Woodbury Lane Norton Worcester Worcestershire WR5 2PT 01905357766 F/P01905357766 enquiries@nortonhall.co.uk Telephone number: Fax number: Email address: Provider web address:   Name of registered provider(s): Conditions of registration: Category(ies) : dementia old age, not falling within any other category physical disability Conditions of registration: Norton Manor Care Limited Number of places (if applicable): Under 65 Over 65 30 0 30 0 30 0 The maximum number of service users who can be accommodated is: 30 The registered person may provide the following category of service only: Care Home with Nursing (Code N); To service users of the following gender: Either; Whose primary care needs on admission to the home are within the following categories: Dementia (DE) 30, Old age, not falling within any other category (OP) 30, Physical disability (PD) 30 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 Norton Hall Nursing Home is located approximately three miles away from the centre of Worcester and a mile from junction 7 of the M5 motorway, with easy access to Annual Service Review Page 2 of 7 None 2 4 0 2 2 0 0 9 Pershore and the surrounding rural areas. The home is registered to provide personal and nursing care, and accommodation for a maximum of 30 older people. As part of this registration the home can provide care for up to three older people of either sex who may have a dementia related illness and thirty older people with a physical disability. A maximum of three people under the age of 65 years with nursing needs may also be accommodated. Accommodation is provided over two floors with handrails and a passenger lift providing access through the home. The home has fourteen single bedrooms of which four have ensuite facilities and eight shared rooms. There are communal bathrooms and toilets which are fitted with suitable aids to assist the less mobile, a lounge and a dining room, and access to a level garden. The registered provider for the home is Norton Manor Care Limited and the responsible individual is Mrs Geraldine Cooper. The registered manager is Mrs Sally Carter. Information regarding the home is available in the Statement of Purpose, The Service Users Guide and Inspection reports. These documents are available on request from the home. 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 had received or asked for since the last inspection. 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 gives us some numerical data about the service. Surveys returned to us by people using the service and from other people with interest in the service. The previous key inspection and the result of any other visits that we have made in the last 12 months. What the service has told us about things that have happened, these are called notifications and are legal requirements. What has this told us about the service? The home sent us their Annual Quality Assurance Assessment (AQAA), which was clear and gave us information about what they are doing now and what they want to do in the future. They told us how they had progressed from the last key inspection on the 22nd February 2009. They told us about how they had met issues relating to Equality and Diversity. This included the following actions: 1) Policies and procedures continue to reflect our commitment to the promotion of equality and diversity. 2) Our personalized care plans reflect our commitment to person centre care. 3) All religious faiths are recognized and respected and given the required level of input. 4) Community links are actively encouraged. 5) Menu options are made available irrespective of clients health status. The information contained within the AQAA confirmed that, through the staffing group employed, the home reflects the diversity of the people who use the service, and are making further changes to improve their service which includes: 1) Mens recreational needs. 2) Training on Seeing People as Individuals 3) Comprehensive training on Quality and Diversity. Annual Service Review Page 4 of 7 4) Employment of ethnic minorities and the promotion of Equal Opportunities. Comments received from people using the service included: provides a safe caring environment for my ---- to live, makes visitors welcome at all times, keeps relatives informed and offers a very good range of activities. Comments from the doctor about the home stated the practice does not have any concerns with the standards of care delivered by Norton Hall Nursing Home. The organization has a good management structure and quality assurance mechanism, which ensures that standards are maintained and enhanced through continual monitoring. This includes annual audits, and information from people using the service in the form of questionnaires. This helps to safeguard and improve the quality of life of those people who use the service. All new staff complete a six month induction program and the service tailors the training for the individuals needs. The service are planning to further develop their staff supervision program. The service will have met the standard of providing 50 of care staff with an NVQ level 2 or higher in care when the four carers complete the qualification. Staff comments about Norton Hall included: pleasure to be part of the Norton hall Nursing Home team, all people are well cared for by maintaining privacy and dignity at their best interest all clients have an individual care plan and care delivered according to their care plan and in the 12 years Ive worked here Norton Hall has progressed to reach a high standard of holistic care. People using the service are consulted about the homes provision. The AQAA states, this is done through: 1) 6-weekly new client review with client (if app), family/representative, Director and Care Manager. 2) Annual client reviews - client (if app), family/representative, Care Manager plus Director if req. 3) Friends of Norton Hall Meeting - family reps, volunteer staff, management. 4) Home Forum Meeting - clients, family or reps, management. 5) Quality Assurance Review - carried out by Director and Care Manager. 6) Testimonials from past family/representatives, visitors etc. From listening to the people using the service the home have made the following changes: a) Improved dining room lighting. b) Exceded targets with Decoration and Replacements program. c) Room upgrades and additional en-suite facilities. They told us how they have improved in the last twelve months, and this included the Annual Service Review Page 5 of 7 following information; We have achieved the highest CQC rating and the importance of this has been reflected in the number of bed enquiries we have received. The CQC report along with our new website has generated a lot of interest and business in our direction. Within the period since the last key inspection the home has received two complaints which were investigated using the homes complaints procedure. The CQC have received no complaints about the service in the last 12 months. They have told us about the plans they have for the next twelve months and these include; 1)To reinstate Training Facilitator role and improve the internal training and supervision programme. 2) To develop the Care Manager role with new appointee and for her to obtain her NVQ 4 in Leadership and Management in Care Services. 3) To include the Financial Controller in the Management Team to give managers a greater understanding of financial matters. 4) Commence the Building Development following the installation of the new sewage plant. 5) To provide managers with update training in computerised based systems. We looked at the information in the AQAA and our judgment is that the home is still providing an excellent service. What are we going to do as a result of this annual service review? We are not going to change our inspection plan and a Key Inspection will take place before the 22nd February 2012. However we can inspect the service 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. 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. 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