Care Home: Norwood 54 Old Church Lane

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Annual service review Name of Service: Norwood 54 Old Church Lane The quality rating for this care home is: The rating was made on: three star excellent service 0 3 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: Judith Brindle 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: 54 Old Church Lane Stanmore Middlesex HA7 2RP 02089546498 Telephone number: Fax number: Email address: Provider web address:   54oldchurchlane@norwood.org.uk www.norwood.org.uk Norwood Name of registered provider(s): Conditions of registration: Category(ies) : learning disability Conditions of registration: Number of places (if applicable): Under 65 Over 65 6 0 The maximum number of service users who can be accommodated is: 6 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: Learning disability - Code LD 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 54 Old Church Lane is located in a residential area of Stanmore. It is a registered care home that offers personal care to a maximum of six service users who have learning disabilities. The organisation has voluntarily reduced this number to five so that the double-room need not be shared. The registered provider is Norwood, a national care organisation that specialises in providing services to people of a Jewish culture. 0 3 1 0 2 0 0 8 Annual Service Review Page 2 of 8 The home is situated within a residential area of Stanmore. It is in keeping with other homes in the area. There is parking available in the forecourt for up to three cars, and on surrounding roads. Local transport links and shops are within 10 to 15 minutes walk. The building includes a lounge, a dining room, a ground-floor bedroom, a ground-floor shower room, four upstairs bedrooms, and a separate upstairs bathroom and shower room. Access to the first floor is by passenger lift or stairs. The home had a secluded and fair-sized garden. The manager noted that the fees depend on individual needs. The Service User Guide is available both on request and on the notice-board within the dining area. 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 (03/10/08) or annual service review. This information included the annual quality assurance assessment (AQAA) that was supplied 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. We received verbal feedback from the manager, which told us that all the recommendations (there were no requirements) from the previous key inspection had generally been met by the service. We received 2 feedback surveys about the service from staff, 3 from health and social care professionals, and 3 feedback surveys from people using the service, and we also looked at information we have about how the service has managed any complaints, and what the home has told us about incidents and other issues that have happened in the home since the previous key inspection. Other information looked at included information from the previous key inspection and the results of any other visits that we have made to the service in the last 12 months, plus relevant information from other organisations, and what other people have told us about the service. What has this told us about the service? We received the AQAA (Annual Quality Assurance Assessment), prior to this review. This document had been completed by the manager, and gave us comprehensive information about the service that was asked for. AQAA documentation, and previous inspection told us that the care home has up to date documents (statement of purpose and service user guide) that provide information about 54 Old Church Lane and the service that it provides. The manager told us that all but one person using the service is able to read, so can access the information from both these documents. She told us that she was looking into developing the format of the service user guide, (with the residents) so that the information could be more accessible to a person using the service and/or prospective residents. We were told of how the home listens to people using the service. This includes providing people living in the home with the opportunity to attend residents meetings where service users can express their views and make requests on any topic for example menus, outings, shopping etc and also provide feedback about the service through the service user Forum. AQAA told us that one person using the service attends Norwoods Service User Forum. Surveys from people using the service told us that they had received enough information about the home before they moved in, and that they make decisions about what they wish to do each day. AQAA information informed us that all the people using the service each have comprehensive full multi-disciplinary assessments prior to moving into the care home, and each person has a personal care plan, which is a working document that is developed with the resident and significant others. We were told that each plan of care is regularly reviewed, and that minutes from all meetings are documented immediately and that attendees are invited to add comments about Annual Service Review Page 4 of 8 the care plan review meetings they attend. We were supplied with examples of comments made by health and social care professionals following these meetings. All the recorded comments were positive. We were provided with examples of the ongoing assessment of residents needs, and were told that each person using the service has a key worker. Feedback from staff told us that they are always given up to date information about the needs of the people that they support. AQAA information told us that the home ensures that it meets the equality and diversity (race, gender identity, disability, sexual orientation, age, religion, and belief) needs of people using the service. We were told that the home respects the cultural and religious needs of our service users, which includes residents having the opportunity to participate in in-house services for Shabbat. We were also told that Norwood has a formal equal opportunities and diversity policy, employing multicultural staff of varying ages and genders who are trained in the Jewish Way of Life, and in equality and diversity. Staff feedback surveys told us that they are given training, which helps them understand and meet the individual needs (including equality and diversity needs) of people using the service. It is evident from previous inspection, and the AQAA that there is an appropriate complaints policy and safeguarding adults procedure. We were told that the complaints procedure is clear and effective and accessible to all, and were informed that there had been no complaints received within the last twelve months. AQAA also told us that staff receive safeguarding adults training, and there are systems and procedures are in place to ensure service users are protected from abuse, neglect and self-harm. Residents feedback surveys told us that they know who to speak to if they are not happy, and know how to make a complaint. Comments from these surveys included generally, I am happy here. Previous inspection, the manager, and the AQAA told us that people using the service participate in a variety of activities, and that people using the service are supported to make choices. We were told that music sessions take place and that two people using the service regularly go to a pub, with support from staff, and that residents regularly host a barbeque at the home and invite family members/visitors to events. Other activities include 1-1 activities, boat trips, museum visits, sailing, and a variety of in house leisure pursuits. The manager told us that the residents had recently enjoyed a holiday in Eastbourne. The manager told us that the home is in the process of purchasing a passenger vehicle, and that it was due to be delivered to the home. Comments from people using the service included the home looks after me well, staff take me out for shopping, I feel safe here,and I like to go out for lunch at a restaurant. AQAA told us that people using the service are supported to take up employment. We were given examples of how people using the service are supported to be as independent as possible, and encouraged to make choices, such as when to get up and go to bed, what to wear, and the lifestyle that they wished to lead. We were told that residents are supported to maintain contact with their friends and families, who are also encouraged and are welcome to visit any time and AQAA told us that people using the service are able to receive visitors in private. AQAA information and previous inspection told us that there is close liaison between the care home and health care professionals with regard to meeting the health care needs of people using the service. AQAA told us that residents individual My Health Plans are completed and updated as required, and that these records are now taken Annual Service Review Page 5 of 8 with the service users to all medical appointments. Feedback from health care professionals was generally very positive about the care home, and confirmed that staff seek advice and support from them as and when needed, and that they act upon recommendations, and support residents in (meeting) their individual needs. Other comments included the service provides excellent detail in supporting the clients with their cultural needs. Health care professionals also told us that the home respects peoples privacy and dignity. AQAA told us that the care home is clean, and that it has a very homely atmosphere and environment. We were also told that some people using the service participate in gardening at the home, and that the home has a number of volunteers who also help with maintaining the garden. AQAA told us that the home has recently purchased some recliner chairs for people using the service. People using the service told us that the home is fresh and clean. AQAA also told us that residents choose what they wish to eat, and that the menu is now in picture format. We were also informed that the home receives support and advice from a nutritionist, and AQAA told us that a person using the service makes snacks and drinks for themselves. Previous inspection, the AQAA, and staff feedback informed us that the staff team receive training appropriate with regard to their role and responsibilities. Specialist training that we were told about includes dementia care, Mental Capacity Act 2005 and Deprivation of Liberty safeguards. AQAA told us that there had been a meeting in the home where a person from the Local Authority looked at residents care plans and found no evidence of Deprivation of Liberty. We were told by people using the service that staff treat them well. The manager told us that all staff have completed person centred planning awareness training, and that two staff have completed comprehensive Person Centred Planning training, which has been put into practice in the care home. AQAA told us that people using the service have been fully involved in person centred planning and that they have put forward an action plan of what, and how, and where they wish to live, their likes, and dislikes, and activities they wish to pursue as part of their person centred plan. We were informed that all staff have either achieved NVQ (National Vocational Qualification) level 2, or 3 in health and social care, or are working toward achieving these qualifications. We were told that the home has a thorough staff recruitment and selection process. AQAA told us that all staff on commencing employment in the home receive comprehensive 12 week training providing them with Skills for Care, which includes a 6 week induction. Feedback from care staff told us that their induction covered everything that they needed to know to do the job when they started. AQAA told us that staff have regular one to one staff supervision and appraisals to ensure that they are supported to carry out their roles and responsibilities in meeting the needs of people using the service. The manager told us that a vacancy for a night staff had recently been filled. With regard to quality assurance and health and safety monitoring systems, the AQAA told us that required health and safety checks are carried out and that fire checks and drills take place regularly. AQAA told us that many of Norwoods policies and procedures were under review. We were told that there are regular staff meetings. Comments from staff feedback surveys told us that the home ensures that it gives the highest quality of care to the service user, in accordance to their belief and culture and their own preference, and the home caters for each individuals needs,wants and wishes. Other staff feedback told us that Annual Service Review Page 6 of 8 residents and staff have a lovely relationship, which is very friendly and trusting, which has helped to create a lovely homely environment. The manager is well qualified and experienced, and is in the process of achieving Norwoods Management and Development course. AQAA told us that the manager works flexibly across shifts to ensure that she has accurate understanding of everything that happens within the service. She told us about the significant number of improvements and developments to the service that have been put in place within the last twelve months. A resident feedback survey told us that the manager listens to what you say and tries to help you to get what you want. It is evident that the manager informs the Care Quality Commission incidents/accidents and other notifications, and has let us know the action that has been taken in response to these. What are we going to do as a result of this annual service review? It is evident from the information received about the care home since the key unannounced inspection (03/10/2008) that our judgment is that the home is still providing an excellent service to people using the service. 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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