Care Home: Southlands Nursing and Residential Home

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Annual service review Name of Service: Southlands Nursing and Residential Home 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: Anne Prankitt Date of this annual service review: 1 6 0 2 2 0 1 0 Annual Service Review Page 1 of 7 Information about the service Address of service: 9 Ripon Road Harrogate North Yorkshire HG1 2JA 01423526203 01423504015 Telephone number: Fax number: Email address: Provider web address:   www.bupa.co.uk BUPA Care Homes (GL) Ltd Name of registered provider(s): Conditions of registration: Category(ies) : old age, not falling within any other category Conditions of registration: Number of places (if applicable): Under 65 Over 65 0 68 The maximum number of service users who can be accommodated is: 68 The registered person may provide the following category of service only: Care home with nursing - Code N, to service users of the following gender: Both, whose primary care needs on admission to the home are within the following category: Old age, not falling within any other category - Code OP. 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 Southlands Nursing Home provides care with nursing for up to sixty eight people. The home is close to Harrogate town centre. The service is provided on three floors and provides good quality accommodation. There is car parking to the side of the building, and a garden to the rear. There is a choice of two communal sitting areas, a large library and a coffee lounge within the home. Annual Service Review Page 2 of 7 The registered manager should be contacted direct for information about the weekly fees, and what people pay extra for. People who are interested in the home should also ask the manager if they would like written information about what it provides. This includes the service users guide, Statement of Purpose, and the most recent inspection report, written by our predecessor, the Commission for Social Care Inspection. 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 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. Eleven returned surveys completed by people using 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, which took place on 16 January 2008. 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) when we asked for it. It was clear and gave us a lot of the information we asked for. We looked at the information in the AQAA, and after speaking to the manager of the service, our judgement is that the home is still providing a good service, and that they know what further improvements they need to make. For instance, the manager was able to tell us what has been done to meet the requirements and recommendations made at the last key inspection. She also told us: That since the last review of the service, she has more activities hours available, so that people who stay in their rooms, for whatever reason, can enjoy more individual activities of their choice, at least once each week. That the room where medication is stored has been improved, to make sure that medication is stored at the correct temperature. That the home has received a Gold Award in Harrogate in Bloom for the Summer gardens, and a Silver Award for the Autumn gardens. All of the above will help to improve outcomes for people living at the home. In their survey responses, ten people living at the home answered always, and one usually, when we asked them: Annual Service Review Page 4 of 7 Do you receive the care and support that you need? Does the home make sure you get the medical care you need? Does the home arrange activities for you to take part in? Is the home fresh and clean? Other than one response of sometimes, everyone also answered always or usually when asked: Are the staff available when you need them? Do the staff listen and act on what you say? Do you like the meals at the home? We asked people what the home does well, and we received positive comments, like Keeps it nice and clean, It puts the patients first. Cheerful staff, ...They have made me feel very welcome.., Provides good, plentiful food, Looks after me well, Personal care, range of activities, tailored meals, consultation from the kitchen staff to MD, clean, no lashing smells, attitude of staff, laundry done on quick turn round, beautiful gardens and pots outside, Variety of activities, plentiful meals, pleasant surroundings, clean and pleasant and warm indoors, and, finally, Very pleasant environment and staff. We also asked what the home could do better. We received comments like More care assistants. Especially at weekend, At times it can appear that they are short staffed, Pass on personal information regarding treatments, Have more time for showers and baths...., and Improve poor lighting. We discussed these comments with the registered manager. She has given assurance that care staffing levels do not change. However, she told us that she and the office staff do not work at weekends. She has listened to the comments about staffing, and will consider these during a planned piece of work she will be completing about staff availability. She also gave assurance that staff aim to provide people with baths and showers when they would most like them. She said people are asked about their preferences when they arrive at the home, but that the arrangement will remain flexible for people as much as possible. The manager said that energy saving bulbs are currently used to light the home. She said she will discuss this comment further, to see whether any improvements can be made to the lighting. When asked if people had anything else to tell us, people made comments like Keep getting better, Southlands and its staff are a very good up-market home and give that effect as soon as you come in the door. Some of the staff are perfect. They care, cant do enough for you and come on the top of my list of carers I have known, and Excellent care. What every home should aspire to. Staff from top to bottom excellent. We asked people whether there was someone they could speak to informally if they were not happy. Ten out of eleven people said there was. And seven people knew how Annual Service Review Page 5 of 7 to make a formal complaint. We spoke to the manager about the ways people can complain. She explained that there is complaints literature that anyone can use, which is available in the reception area. People also get a copy of the complaints procedure in their service users guide, of which they have their own copy. The manager also speaks with everyone living there, individually, at least once a week, when she asks whether they are satisfied with the care they get. On the day we spoke to her, she had received written comments from someone who wanted to thank her for doing so, and to comment upon the continued improvement in the service they get. The home has received three complaints in the last year. The manager was able to tell us what action had been taken in response to these complaints, which were around fees increase and care provision. From our discussion we could evidence that she undertakes thorough investigations, and feeds back to relevant people, where complaints are made. The home has also reported some incidents to both the Care Quality Commission and the local authority about events which they believe have adversely affected peoples welfare. We call these safeguarding alerts. We have evidence to show that the manager is open and honest, and quick to report such matters. She also takes steps to protect people from further harm. The home continues to let us know about things that have happened since our last key inspection. They have shown that they have managed issues well. They work well with us and have shown us that their service continues to provide good outcomes for the people who use it. What are we going to do as a result of this annual service review? It is our statutory responsibility to inspect all care services at least once every three years. Therefore we are not planning to inspect this service before 15 January 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 it. 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. 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