Care Home: Ottley House

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Annual service review Name of Service: Ottley House The quality rating for this care home is: The rating was made on: two star good 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: Becky Harrison Date of this annual service review: 0 7 0 8 2 0 0 9 Annual Service Review Page 1 of 8 Information about the service Address of service: Corporation Lane Coton Hill Shrewsbury Shropshire SY1 2PA 01743364863 01743244651 Jane.Sagar@barchester.com www.barchester.com Barchester Healthcare Homes Ltd Telephone number: Fax number: Email address: Provider web address:   Name of registered provider(s): Name of registered manager (if applicable) Conditions of registration: Category(ies) : dementia old age, not falling within any other category physical disability Conditions of registration: The maximum number of service users to be accommodated is 72 The registered person may provide personal care (with nursing) and accommodation for service users of both sexes whose primary care needs on admmission to the home are within the following categories:- dementia, DE, 36 old age not falling within any other category, OP, 26 physical disability, PD, 10 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 Annual Service Review Page 2 of 8 Number of places (if applicable): Under 65 Over 65 36 0 10 0 26 0 Change in manager Ottley House is a purpose built home situated in a residential area on the edge of Shrewsbury town. The home is set in established secure grounds that are accessible to service users and car parking facilities are provided for visitors. Access in and out of this home does not restrict liberty. The dementia suite is accessed via a keypad system, the code for which is on display above the doors. The range of fees charged by the home varies according to the nursing needs of the individual and whether the individual is cared for in a single or shared room. 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 Annual Service Review. This included: The annual quality assurance assessment (AQAA) that was completed by the manager and sent to us prior to this Annual Service Review (ASR). The AQAA is a selfassessment tool 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 one resident, three representatives (relatives, carers and advocates) and three staff. 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 report. What other people have told us about the service. What has this told us about the service? The manager sent us the annual quality assurance assessment (AQAA), which provided information about what they are doing now and what they want to do in the future. The last key inspection of Ottley House was undertaken on 9th July 2008. The AQAA indicates that the following improvements have been made since the last inspection: Care plans are more detailed and the six monthly reviews are now being recorded more accurately. All staff now operate a Person Centred Care approach not only on the dementia unit but on the elderly frail unit also. There is an improved focus on quality of life to include fitness with care programme. Clients, especially those confined to their rooms, are offered more one-to- one sessions to include hand massage, topics of interest discussions and music therapy etc. Care staff are also actively encouraged to join in these activity sessions. An activity organiser who can drive the mini bus has been employed; therefore outings can be more spontaneous and flexible. The home has continued to be refurbished and upgraded to include the complete refurbishment of the administration office ensuring better management of filing systems. New equipment has been purchased to include specialised chairs, several profiling beds and specialist mattresses. The lounge in Memory Lane has been recarpeted and redecorated and several lounge chairs and a large screen television Annual Service Review Page 4 of 8 purchased. The corridors and residents rooms are in the process of being personalised with each door being painted in a primary colour and furbished with individual door knockers, lettering and a letterbox. New specialist chairs and lounge furniture have been purchased in the Ann Carter Unit, and all the corridors have been recarpeted. A large amount of bedrooms have been completely refurbished with furniture, carpets, curtains and bedspreads. The Garden /outside seating areas have been created and new garden furniture purchased. Outdoor Games have been purchased to encourage clients to spend more time in the open air and encourage fitness with care. Pre employment checks are more robust and staff audits are in place to ensure compliance with employment law e.g. work permit renewals and mandatory training requirements. Maximum staffing levels have been recruited taking into account the required skill mix required for the client group. Staff on the Memory Lane Unit are chosen for their empathy and ability to communicate with clients as well as their academic qualifications. The home has embarked on the Gold Standard Framework programme which they aim to complete by Spring 2010. There are frequent visits from support staff eg. Hospitality, clinical development with more frequent unannounced spot checks in areas such as health and safety, medications and documentation. We received one survey from a resident. They told us that they always receive the care and support they need, that staff are sometimes available when they need them and that staff always listen and act on what they say. They told us that they always get the medical care they need, that some activities are made available and that they sometimes enjoy the meals provided. They also told us that the home is always fresh and clean. Three representatives of people living at the home completed surveys for us and their comments were generally positive. They indicated that the home usually meets the needs of the people they represent, that they are always or usually kept up to date with important issues, and that the service usually or sometimes responds to the different needs of individual people. In response to the question What does the service do well they stated: The carers always treat the residents with kindness and speak lovely to them. On the whole they try their best...I am fairly satisfied with the care Care with real affection We asked people what the service could do better and we received the following comments from all of the surveys received: Annual Service Review Page 5 of 8 Very little Take more care with the general appearance of the residents, especially the men with daily shaving...They sometimes look as if they have been thrown into their clothes...Also to sit with residents in the lounge more frequently, instead of leaving the lounge unsupervised One more carer daily would give better quality care for residents The quality of care given by carers needs to improve for example sorting out peoples personal clothes, changing of bedsheets regularly, using gloves, aprons... We received surveys from three staff. They told us that they are always or usually given up-to-date information about the needs of the people they care for. They all indicated that their employer carried out all checks such as criminal record bureau checks and obtained references before they started work, this helps to safeguard residents. They all indicated that they sometimes receive enough support from the management team, that there is usually enough staff on duty and that they are provided with training that is relevant to their role, helps them understand and meet the individual needs of the people they care for and keeps them up to date with new ways of working. Their comments include: I think the home does team work well and the atmosphere is good. Ottley House has got very good equipment The home brings fun and love to the residents on a day to day basis and tries to fulfill their needs throughout the day The home is very capable of rendering a very good nursing job by the qualified nursing staff. They have a very exemplary experience handling medical problems, dealing with competency, credibility...and very good to detect any signs of health problems The home have recently hired a member of staff to do more activities suitable for the clients especially those with dementia which will make them more occupied... The AQAA states that of the 44 permanent care staff employed (excluding registered nurses), 13 carers hold a national recognised qualification known as NVQ at level 2 or above in Care or Health and Social Care. The AQAA also states that the home provides training for catering staff from an NVQ to a Chefs academy qualification. We have not received any correspondence or concerns from the Environment Health Department or the Fire Department about the service in the last twelve months. The provider has notified us of any event that occurs that affects the health and wellbeing of the people living at the home such as deaths, accidents and incidents. The AQAA states that the service has received one complaint in the last 12 months which was investigated within the required timescale and upheld. We received one concern about a staffing issue which we passed to the provider to investigate and we were advised of the outcome. The AQAA states We will continue to operate our open door policy which ensures that small problems do not escalate into large ones thereby reducing the anxiety levels for our residents/relatives. Feedback gained from surveys tell us that people are aware of the complaints procedure. The Commission has Annual Service Review Page 6 of 8 recently received a complaint and based on the information gained we have made a referral under local safeguarding adult procedures. There has been one other safeguarding adult investigation which was recently investigated and not substantiated. The manager has recently submitted an application for registration. 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 9th July 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 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. 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). 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