Care Home: Robert Heath Street

Annual service review Name of Service: Robert Heath Street The quality rating for this care home is: The rating was made on: three star excellent service 3 0 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: Wendy Jones Date of this annual service review: 0 9 1 0 2 0 0 9 Annual Service Review Page 1 of 8 Information about the service Address of service: Robert Heath Street Smallthorne Stoke-on-Trent Staffordshire ST6 1LH 01782934064 01782836460 Telephone number: Fax number: Email address: Provider web address:   www.creativesupport.co.uk Creative Support Ltd Name of registered provider(s): Conditions of registration: Category(ies) : mental disorder, excluding learning disability or dementia Conditions of registration: Number of places (if applicable): Under 65 Over 65 10 0 The maximum number of service users to be accommodated is 10. The registered person may provide the following category of service only: Care Home not providing medicines or medical treatment (Code NM) To service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Mental Disorder (MD) 10 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 Robert Heath Street has been purposefully designed to support people during their rehabilitation programme. The service provides accommodation for 10 people who have mental disorder. There are five flats and five bungalows for people to live in. Each flat has a bedroom and en suite facility and people have access to communal living and dining space. Each bungalow has been designed to offer private living and dining space, a fully equipped Annual Service Review Page 2 of 8 3 0 1 0 2 0 0 8 kitchen and bathing facitlites. There is a courtyard garden for people to enjoy and access to a greenhouse for those people who wish to grow their own vegetables. The service is located within five minutes walk of the local town. There are good public transport links for people to access larger towns should they choose to. The current service user guide does not include the range of fees people would be expected to pay for living at Robert Heath Street. Readers of this report as asked to contact the service directly for this information. A copy of the most recent inspection report is available for people to read in the reception area of the home. 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 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), but we had to remind them to do so. 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 an excellent service and that they know what further improvements they need to make. We sent surveys to people using the service, to staff, to relatives and to social and health care professionals. We have received two surveys from people using the service and four from staff. We have been told by people using the service that one person was asked if they wanted to move into the project and received enough information about the service to help them to decide it if was the right place for them. But another said they hadnt been asked and hadnt received enough information. Both said they sometimes make decisions about what they do each day, but can decide to do what they want during the day, evening and weekend. One person said they did not know who to go to if they were unhappy or how to make a complaint, but another person did. One person said the home is usually fresh and clean, another said it was always so, and both said that the staff sometimes treat them well and listen to what they say. Annual Service Review Page 4 of 8 When we asked people using the surveys what the home does well, one person said, The meals, and I cant think what they can do better. Staff said they usually are given enough information about the needs of people they support. That all employment checks have been carried out by their employer and the induction mostly or very well covered everything they needed to do the job. They confirmed that the manager meets with them often/regularly to offer support. And all said that they know what to do if someone has concerns about the home. They also said that the ways they share information about people usually work well and there are usually enough staff to meet the needs of all people at the service. All confirmed that they usually feel they have the support and experience needed to meet the diverse needs of people using the service. One member of staff commented that, We do well in the support of a residents wellbeing, working through good times and bad. Another said, Residents needs are first and foremost. Our last provider had residents holidays as a higher need than our current provider now does. We could also do better, by looking into how we help our residents to move on. The organisation charges a very high cost of car mileage at 35p per mile. Which is not too bad for everyday travel but makes the costs of holidays even higher. Quality assurance, health and safety etc are all followed to the highest standard, ensuring people health and safety needs are met. Since the change in provider, there have been some noticeable restrictions ie holidays, also the new provider has a very long winded system for requesting repairs and maintenance which means that a repair can take weeks. We would provide a better service if there was an increase in the staff ratio. In terms of Equality and Diversity the service says, At Robert Heath Street all staff are working with a named resident in a key working role. With the daily notes and key working sessions there is a place for documented evidence to show if issues of race, gender identity, disability, sexual orientation, age, religion,and belief have been discussed. Identified needs for information can be gathered to give to the service user if needed. Staff are aware through support planning who likes to attend the local church services/meetings, and do give reminders if asked to do so by service users. Equality and Diversity is promoted at all time by the staff teams, and are discussed with residents as needed for advice or getting information. Staff have been offered training on Supporting service users from the South Asian Communities and managing mental health. The organisation has recently developed an equality and diversity toolkit for services to identify an action plan for development. We have not received a complaint about this service in the last 12 months or are aware of any safeguarding issues in the home. The service keeps us informed of any incidents or accidents that have occurred in the home since the last time we have visited the Annual Service Review Page 5 of 8 service we have been told of one accident, two incidents and two medication errors. We have been satisfied from the information we have available to us that the service has managed these well. We have asked the service what is does well and have been told that, CHOICE,DIGNITY, RESPECT AND INCLUSION are headings we work to in the project so positive outcomes can be evidents in the support to residents in their care and accommodation needs. All staff work within the 10 shared essential capabilities of mental health practise.Staff will promote a comprehensive, flexible and acceptable service to the Service User and able to offer care in the most appropriate setting to meet identified need, with the emphasis of move on from the service into a less supported setting and maximise the personal development of each Service user. We asked the service what improvements have been made since the last key visit, we have been told that, Meeting the aims and Objectives given to us by our funders. Increasing our level of consistency to supporting residents meeting their own levels of outcomes. We work with residents to increase their own activity programmes. We plan regular key-working sessions with all residents to enable them to see/hear how they are progressing in meeting their objectives that lead to positive outcomes. Residents life styles have improved as daily living skills are enhanced. Care and support to residents that have been in hospital with their physical needs being met on return to the project. Greater staff awareness of resident concerns, and acting on these concerns to lower the levels of stress residents may have. The outside garden area has been worked on by community work persons. On-going staff training relevant to the needs of the project. Praise from the other agencies involved in the care team of the residents. More confidence shown by the residents in working to their Wellness Recovery Action Plans. We asked the service how it could make further improvements to the service and have been told that, The things we could do better include: Residents learning new and relevant skills to promote a greater independence in their own lives and decrease staff input to the support, new activities for residents to be looked at for weekend times, staff to support residents more in their bungalows when preparing their own meals, to involve pharmacy staff to do more in-house information sessions for meeting residents needs, encourage the use of the complaints system with the residents if there is a need, try to get volunteers to spend time in the project, in-house training to increase our standards, an on-going part of this projects aim and objectives. Management, project support workers, outside agencies and residents families all have the same objectives, and that is the ongoing support to residents to enable a more positive independent life style here at the project is maintained and increased as skills are enhanced. As a team we will endeavour to identify any gaps that we have identified as needing doing better, and ensure we work toward changing weaknesses to strengths. We have not changed out overall judgement of this service as a result of this review, but would suggest that the areas of concern identified by the staff team are looked into. Annual Service Review Page 6 of 8 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 29th October 2011. 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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