Latest Inspection
This is the latest available inspection report for this service, carried out on 16th November 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 Excellent.
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 Queen Elizabeth Park.
Annual service review
Name of Service: Queen Elizabeth Park 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: Marion Weller Date of this annual service review: 0 3 1 1 2 0 0 9 Annual Service Review Page 1 of 7 Information about the service
Address of service: 1-72 Hallowes Close Guildford Surrey GU2 9LL 01483531133 01483459856 kathy.martin@carebase.org.uk www.qeprivatecarehome.co.uk CareBase (Guildford) Ltd Telephone number: Fax number: Email address: Provider web address:
Name of registered provider(s): Name of registered manager (if applicable) Rajessree Martin Conditions of registration: Category(ies) : dementia old age, not falling within any other category Conditions of registration: Number of places (if applicable): Under 65 Over 65 0 0 77 77 The maximum number of service users to be accommodated is 77 The registered person may provide the following categories of service: Care home with nursing (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) Old age, not falling within any other category (OP) 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: The provider organisation CareBase (Guildford) Ltd changed their address in June 2009. A revised certificate of registration was issued on 03/07/2009 to reflect this. Certificate number 2000014356 Date of last key inspection: Date of last annual service review (if applicable):
Annual Service Review Page 2 of 7 Brief description of the service Queen Elizabeth Park is a purpose built care home registered to provide personal care and nursing for up to 77 older people, including people who have dementia care needs. The home is divided into three living units and the accommodation is arranged on three floors, accessible by passenger lift. Bedrooms are all for single occupancy with en-suite facilities and there are ample communal areas on all floors, including dining rooms and lounges. The home is situated in a residential area in Guilford. There is a garden to the rear and side of the building and parking facilities within the grounds. The current range of fees charged is £750 to £1100 per week. 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 have received, or asked for, since the last key 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 some numerical information about the service. Information we have about how well the service has managed any concerns or 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 dated 5th November 2007. The previous Annual Service Review (ASR) report dated 28th October 2008 Relevant information received from other organisations about the service. What other people have told us about how the service operates. As part of the review process, CQC surveys were sent out to people receiving services at Queen Elizabeth Park. This is done to find out how satisfied people are with the standard of care the home provides. We had a brief discussion with the Registered Manager to clarify points raised in the AQAA and to further update us. What has this told us about the service? In preparation for this annual service review the home completed and returned their AQAA (annual quality assurance assessment) when we asked for it and within the timescale given. The document contained detailed and comprehensive information that was fully supported by appropriate evidence and thus provided us with a clear picture of what was happening in the home. It included evidence that the service regularly seeks the views of the people who live there to inform planning. For example, the manager records....We encourage and give our residents total freedom to suggest, add or collaborate in running their home. We are very flexible in changing systems or practices if they cease to be effective or if residents get tired of them. We amend the menu on a weekly basis and accommodate residents suggestions, seasonal offerings and other interesting and lively ideas. We also plan social activities on a weekly basis so that residents can have a say about what they wish to do in the week ahead. The home now has a minibus to take residents out and we extend this service to residents relatives who may need picking up, either to visit the home or to go to hospital appointments with residents or take them to the shops. This was arranged as a result of direct requests made by relatives and residents during our bi-monthly meetings. Annual Service Review Page 4 of 7 Internal communication systems with people using services and their representatives and the quality assurance systems employed are inclusive and effective, ensuring a continuing high standard of services and care. A survey respondent records.....I can have my say of course and they listen and take note, more importantly, they act upon it. Another respondent states.....A lot of attention is paid to comments and suggestions and they always deal promptly with any request for changes. In short, they are very responsive to my needs and I am very happy to be here. Services that provide social care must be sensitive to people of different cultures, age, gender, faith and sexual orientation. Throughout the homes annual quality assurance assessment, it is clear that equality and diversity issues are being promoted and incorporated within service delivery. The manager records.....The home is a dynamic place where residents and staff partake and fully accept each others differences. Such a set up results in a very individualised approach to meeting residents needs. The home makes contact with the commission if there are any significant events that affect the well being of the people who live there. The home has strategies in place to ensure that those who live there and those that visit can make their views and complaints known. In the last twelve months there have been six formal complaints received by the service. Evidence shows that complaints are dealt with appropriately using the homes own complaints procedure. Content is designed to meet all the demands of regulation and standard. Our records indicate that there has been one complaint about the service sent to the CQC. This was passed to the home to investigate in line with CQC methodology. The registered manager has a heightened awareness that the quality of the service provided is the responsibility of the provider and all concerns and complaints should be raised with the home in the first instance. The complaint was not substantiated and was duly closed, with no action necessary. The data section of the AQAA records that the home has been involved in three adult protection alerts and subsequent investigations. All three are now closed with no further action necessary. Evidence further shows that robust staff recruitment procedures are in place, which also ensure service users, are safe and protected from harm. The homes AQAA confirms that ongoing environmental improvement plans are in place. The manager records some of the improvements made to the home over the last 12 months.....Many rooms have had carpets replaced and this work is ongoing. Flat screen TVs purchased for all floors, sensory garden path laid, trees lopped and garden maintenance has been done, better crockery for the dining rooms and new furniture purchased. The hairdressing room has moved to the second floor for the purpose of enabling our dementia residents more dignity when having their hair done. We have also engaged with the Dementia Care Matters group to assist the homes with dementia related training, thinking and culture. This will include decor in future and colours that are researched based to improve the quality of life for people with dementia. We have new garden furniture. We have changed a number of old nursing beds to new nurse profiling electric beds and have purchased a new hoist for the nursing floor. In addition, we have changed our telephone systems and equipment to brand new digital ones. There are now direct lines for each floor so that relatives and visiting professionals can contact the individual service floors directly to facilitate communication.
Annual Service Review Page 5 of 7 Survey respondents were very generally satisfied with the environment at Queen Elizabeth Park. However, we received expressions of concern from three residents in relation to limited space in dining rooms when a larger than average number of wheelchair users were also accessing these rooms. This feedback was shared with the manager. Overall the comments received from people using services evidenced high levels of satisfaction. Survey respondents commended the attitude, patience and kindness of staff and numerous compliments were made by residents who felt they received very effective personal and healthcare support. A survey respondent records.....my relative left hospital with grade 3 and 4 pressure sores. Four months later, two have healed completely - a great credit to the excellent nursing care here. Some people stated their perception that staffing levels were not always adequate and staff was at times under great pressure. Some suggestions for training were made where people perceived there to be lack of specific staff awareness, such as in the care of service users who have a marked hearing loss. This and all other feedback concerning quality of service issues raised in surveys was discussed with the general manager who confirmed her intention to investigate matters further. The homes management demonstrates awareness of where further improvements to the service could be made throughout the AQAA and they seek to develop clear action plans. The home continues to work well with us and clearly evidence that the service continues to provide excellent outcomes for the people who use it. What are we going to do as a result of this annual service review? There will be no change to our current inspection plans for this service. A key unannounced inspection will be undertaken by the 4th November 2010. However, we can inspect 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 6 of 7 Reader Information
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