Care Home: Sue Ryder Nursing Home

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What the care home does well People using the service, told us what they thought the home does well, "everything is over and above board, I went out yesterday with two activities staff, shopping and then they assisted me to collect my child from school, which gave them a real surprise". One person told us, "the staff support and physiotherapy has helped me to regain some of my independence and I am now looking forward to returning to my own home". We spoke with a relative who was very complimentary about the service the home provides, in particular the physiotherapy, they told us, "the staff are lovely with my relative and have helped them to regain some of their mobility" and "every aspect of the home is fantastic, residents get wonderful home cooked food, the catering team provide something different to choices available, if requested and serve up healthy portions, which is helped my relative to loose some weight".The service has their own fully equipped physiotherapy department on site. Two specialist neuro physiotherapists are contracted by SRC to work fifteen hours per week. They are responsible for each individual service users assessment and treatment programme, under the supervision of a trained physiotherapy technician. Two assistants are trained to deliver the programme over five days during the week. A full range of aids and equipment is provided to enhance health and good posture, these include tilt tables, cardiovascular machines and stand aids. The ethos of the service is about what each individual can do, not about what they can not do. The home also has a snoozelen room, for people to use for relaxation and stimulation and is also used to undertake the 5R`s programme. This programme consists of a range of therapies specifically designed to help people with multiple sclerosis and other long term conditions. The programme runs for ten weeks, with a different activity each week based around five basic principles, relax, re-build, re-energise, re-integrate and re-generate. We received one health professional `Have Your Say` survey, which told us the service provides specialist, good quality care for a specific group of people with particular pathology, for example neurological dysfunction. They commented, "I think Sue Ryder Care provides a high quality appropriate service when compared to other similar providers in the east of England". We received ten residents `Have Your Say` surveys, which told us, "the home accommodates everyones needs and provides good activities and physiotherapy" and "the staff look after all of my needs, provide trips out shopping, physiotherapy and day care" and "staff help me to keep in touch and up to date with people and the outside world and I am generally happy here". Other comments included, "the home provides a caring and structured environment, which enables me to do what I want to do and makes me feel comfortable and happy" and "the home provides good activities and provides good care". We received five staff `Have Your Say` surveys, which told us what they thought the service does well, comments included, "caring for the individual, allowing as much choice as possible" and "we provide high quality of care, offer a friendly and welcoming atmosphere and a safe and comfortable environment for people to live" and "the care and dedication of the staff to the residents is second to none". Sue Ryder has a range of tools to obtain feedback about the service. These include registered provider (regulation 26) visits, questionnaires and responses from residents, relatives and staff, residents meetings and a compliments folder. The compliments book contained a range of compliments dating back to 2006, most recent samples form 2009 and 2010 included, "to all the 5R`s team, thank you for all your care and support over the last ten weeks, it has been a wonderful experience" and "our family would like to say a very big thank you to all of the staff for the wonderful care of our relative" and "our relative really felt at home in a loving care home, they became a renewed person, the support they received was nothing short of miraculous, regaining their ability to enjoy food again and to take part in many occupational activities and the intensive physiotherapy programme". Feedback taken from twenty three of the homes own resident surveys told us, people remain largely satisfied with the service they are receiving. Samples of the surveys told us, thirteen people found staff to be caring, with ten people saying this is usually the case. Twelve people said that staff respected their dignity, with nine saying they usuallydo, one person commented they do sometimes. Five people rated the home as an excellent place to live, fourteen said it was good, four people said they were satisfied, however one person gave this a poor rating. Four people gave the environment an excellent rating, five responded good, nine people said the environment is satisfactory, with four people saying this is poor. One person did not respond to the question. Comments taken from the surveys in response to the question what do you like about the home, included `everything, it is a happy and friendly home, friendly atmosphere, good community, the people, the staff, the park`. Overall, people said the received good care, have freedom of speech, enjoy the outings, company and activities. Response to the question, what would they like to see improve, included, `redecoration of bedrooms, updated plumbing, more individual activities tailored to my needs and redecoration and a bar, refresh the decoration, more pagers for staff and more decoration and more staff`. What the care home could do better: Whilst walking around the home, we noticed that peoples` bedrooms contained continence products, plastic gloves and aprons, which were in full view, this was discussed with both managers as a dignity issue, particularly as people have visitors in their rooms. Storage of equipment is a problem in the home, whilst it is recognised the building is old and listed, a high number of people use equipment to aid mobility, and bathrooms and corridors are being used to store equipment when not in use, making them cluttered and not easily accessible. The continence issues, regarding one individual were discussed when at their parental home, they do not use continence products, however at the service their continence is being managed by wearing continence products. This was discussed in feedback with both managers, that this individual`s continence needs, should be properly assessed by a qualified continence adviser. Feedback obtained in `Have Your Say` surveys and through discussion with residents, relatives and staff identified some concerns about staffing levels, communication and the environment. Comments included, "working levels are very busy and stressed at times" and "I would like to see more extensive resources to cover sickness" and "keep other departments informed about the welfare of residents and update them of any changes that may have occurred" and "redecoration of the home, in particular the first and second floor". This was feedback to both managers, the CIS initiative is looking at improving communication and the environment. Staffing is not considered an issue at present as the service does have some vacancies, we were advised that staffing levels are to be reviewed as part of the future development of the service. Random inspection report Care homes for adults (18-65 years) Name: Address: Sue Ryder Nursing Home The Chantry Chantry Park, Hadleigh Road Ipswich Suffolk IP2 0BP three star excellent service The quality rating for this care home is: The rating was made on: 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. This is a report of a random inspection of this care home. A random inspection is a short, focussed review of the service. Details of how to get other inspection reports for this care home, including the last key inspection report, can be found on the last page of this report. Lead inspector: Deborah Kerr Date: 1 9 0 5 2 0 1 0 Information about the care home Name of care home: Address: Sue Ryder Nursing Home The Chantry Chantry Park, Hadleigh Road Ipswich Suffolk IP2 0BP 01473295200 01473231397 jo.marshall@suerydercare.org Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Mrs Joanne Marshall Type of registration: Number of places registered: Conditions of registration: Category(ies) : Sue Ryder Care care home 31 Number of places (if applicable): Under 65 Over 65 0 physical disability Conditions of registration: 31 The maximum number of service users who can be accommodated is: 31 The registered person may provide the following category of service only: Care Home with Nursing - Code N to service users of the following gender: Either whose primary care needs on admission to the home are within the following categories: Physical disability - Code PD Date of last inspection Brief description of the care home The Chantry is situated in a large old mansion house located in the grounds of Chantry Park. The house is owned by the Local Authority and managed by the Sue Ryder Care Group. Care Homes for Adults (18-65 years) Page 2 of 10 Brief description of the care home It is registered for 31 younger adults with physical disabilities. The home specialises in providing nursing care for people who have a neurological condition, such as acquired brain injury or chronic neurological disease. The building has been significantly adapted to provide for the needs of its residents. There is adequate space for wheelchair users, a large physiotherapy room with suitable equipment, a Snoozelen for relaxation therapy, and a large day centre area. People who are wheelchair users are able to access the expansive and well maintained grounds of the park. The home has 25 single rooms and 3 double rooms. There is a large reception hall and dining room, and a number of large lounges. There is a programme of activities, and the home has its own wheelchair accessible minibus. The weekly current scale of charges is £755 to £1300 per week. This was the information provided at the last key inspection, undertaken in 2007. People considering moving to this home may wish to obtain more up to date information from the care home. Care Homes for Adults (18-65 years) Page 3 of 10 What we found: This random inspection was undertaken on Wednesday Th May 2010 to review the service. The inspection was unannounced and lasted four hours. The report has been written using accumulated evidence gathered prior to and during the inspection, including information received in ten service users and five staff and one health professional Have Your Say surveys and the Annual Quality Assurance Assessment (AAA) issued by the Care Quality Commission (QC). This document gives the provider the opportunity to inform QC about their service and how well they are performing. The registered manager of the service was at a meeting in London, however we spoke with them over the telephone about the inspection. The head of support services and head of care were present during the inspection and fully contributed to the inspection process. We spoke to a range of people during the inspection, including people using the service, relatives and staff to obtain feedback about how well the service is meeting peoples needs. Overall our inspection confirmed the service continues to provide the people living in the home with an excellent service. People using the service told us, they are happy with the care they receive, get good food and have access to good activities. We spoke with a short term care client, who told us I am happy with the care I receive and the staff are nice and the food is OK and I choose not to join in many activities, as I prefer to spend my time reading and I have been quite happy during my stay, I can do what I want to do, when I want. They also told us, they have received physiotherapy, which has helped their mobility and is having speech therapy to help improve their speech. Another resident told us they have been in the home for approximately seven months and said, this is a really, really lovely home and the residents and staff are very nice. They also told us, the home provides a lot of activities, as well as having access to physiotherapy on site. They commented, my stay at the home has been fabulous, I have no complaints, the food is always good, and I have a lot of choice and if I am not happy there is always a member of staff I can talk to. They found their room to be a bit restrictive on space, but on the whole has been very happy with the environment, they have been able to personalize their room with their own things. A relative told us, the service is good at communicating with me about my relative, especially around their health. They raised some concerns about their relative needing more stimulation. They told us their relative does take part in activities provided by the home, including cookery classes and exercises, however there are occasions where they are not engaged in anything and gets board. They explained there concerns were more to do with funding for individual one to one support being stopped, explaining that the funding is vital for my relative to attend outside activities, such Headway club. They told us, my relative is happy at the home and receives good care and the staff are all so caring. We spoke to the persons relative who confirmed they are happy living in the home. Time was spent with the activities team, who told us activities are roasted for five people at a time, morning and afternoon, each day of the week. These are designed to meet their specific needs and interests. These include music therapy, palliates, gardening, arts and crafts, baking and making sweets also have sound beam equipment, which people who are physically impaired are able to use to produce their own music. Care Homes for Adults (18-65 years) Page 4 of 10 One of the residents surveys, commented about the lack of nutritional content of the food provided. We looked at the four week rolling menu, which reflects all dietary requirements are being catered for. The menu is coded, reflecting different diet groups and identify people who require, high calorific diet, five a day portions of fruit and vegetables for essential health, soft diet and normal diet. There are a minimum of two choices of meal a day, with other choices available on request, if people do not like what is on offer. The meals being provided appeared to be nutritious and healthy. Discussion with both managers present confirmed there are plans to further develop the services offered by The Chantry in addition to the provision of residential care. These include developing services in the community, providing home care and supported living. However, in the interim, an initiative Constant Steady Improvement (CASI) has been developed to ensure the service continues to provide the excellent outcomes for people living in the home. The CASI plan highlights areas of improvement and the action required to address these. These include, improving dignity, communication and the environment. There has been some improvements made to the decor, including redecoration of the lounge on the first floor, new flooring has been laid and new curtains have been ordered. These are currently being made to fit the large windows over looking the gardens. Additionally, residents are in the process of doing artwork on large canvases to display on the walls. There are further immediate plans to turn a bathroom into a wet room and to develop the nurses station to provide more room and storage space for records. Peoples rooms are personalized, some have their own computers, with WI fi so that they can communicate with friends and family. A sensory garden has been developed in memory of resident who lived at the home, which residents use in the nicer weather for activities. We met with a member of staff who has the lead on education and training for Sue Ryder. They are based at the home and are responsible for delivering a range of mandatory training. They also arrange for purchasing training providers to deliver additional training to staff on site. They are currently reviewing all of the training as part of the process to provide a computerised database of planned, completed and training that is due. What the care home does well: People using the service, told us what they thought the home does well, everything is over and above board, I went out yesterday with two activities staff, shopping and then they assisted me to collect my child from school, which gave them a real surprise. One person told us, the staff support and physiotherapy has helped me to regain some of my independence and I am now looking forward to returning to my own home. We spoke with a relative who was very complimentary about the service the home provides, in particular the physiotherapy, they told us, the staff are lovely with my relative and have helped them to regain some of their mobility and every aspect of the home is fantastic, residents get wonderful home cooked food, the catering team provide something different to choices available, if requested and serve up healthy portions, which is helped my relative to loose some weight. Care Homes for Adults (18-65 years) Page 5 of 10 The service has their own fully equipped physiotherapy department on site. Two specialist neuro physiotherapists are contracted by SRC to work fifteen hours per week. They are responsible for each individual service users assessment and treatment programme, under the supervision of a trained physiotherapy technician. Two assistants are trained to deliver the programme over five days during the week. A full range of aids and equipment is provided to enhance health and good posture, these include tilt tables, cardiovascular machines and stand aids. The ethos of the service is about what each individual can do, not about what they can not do. The home also has a snoozelen room, for people to use for relaxation and stimulation and is also used to undertake the 5Rs programme. This programme consists of a range of therapies specifically designed to help people with multiple sclerosis and other long term conditions. The programme runs for ten weeks, with a different activity each week based around five basic principles, relax, re-build, re-energise, re-integrate and re-generate. We received one health professional Have Your Say survey, which told us the service provides specialist, good quality care for a specific group of people with particular pathology, for example neurological dysfunction. They commented, I think Sue Ryder Care provides a high quality appropriate service when compared to other similar providers in the east of England. We received ten residents Have Your Say surveys, which told us, the home accommodates everyones needs and provides good activities and physiotherapy and the staff look after all of my needs, provide trips out shopping, physiotherapy and day care and staff help me to keep in touch and up to date with people and the outside world and I am generally happy here. Other comments included, the home provides a caring and structured environment, which enables me to do what I want to do and makes me feel comfortable and happy and the home provides good activities and provides good care. We received five staff Have Your Say surveys, which told us what they thought the service does well, comments included, caring for the individual, allowing as much choice as possible and we provide high quality of care, offer a friendly and welcoming atmosphere and a safe and comfortable environment for people to live and the care and dedication of the staff to the residents is second to none. Sue Ryder has a range of tools to obtain feedback about the service. These include registered provider (regulation 26) visits, questionnaires and responses from residents, relatives and staff, residents meetings and a compliments folder. The compliments book contained a range of compliments dating back to 2006, most recent samples form 2009 and 2010 included, to all the 5Rs team, thank you for all your care and support over the last ten weeks, it has been a wonderful experience and our family would like to say a very big thank you to all of the staff for the wonderful care of our relative and our relative really felt at home in a loving care home, they became a renewed person, the support they received was nothing short of miraculous, regaining their ability to enjoy food again and to take part in many occupational activities and the intensive physiotherapy programme. Feedback taken from twenty three of the homes own resident surveys told us, people remain largely satisfied with the service they are receiving. Samples of the surveys told us, thirteen people found staff to be caring, with ten people saying this is usually the case. Twelve people said that staff respected their dignity, with nine saying they usually Care Homes for Adults (18-65 years) Page 6 of 10 do, one person commented they do sometimes. Five people rated the home as an excellent place to live, fourteen said it was good, four people said they were satisfied, however one person gave this a poor rating. Four people gave the environment an excellent rating, five responded good, nine people said the environment is satisfactory, with four people saying this is poor. One person did not respond to the question. Comments taken from the surveys in response to the question what do you like about the home, included everything, it is a happy and friendly home, friendly atmosphere, good community, the people, the staff, the park. Overall, people said the received good care, have freedom of speech, enjoy the outings, company and activities. Response to the question, what would they like to see improve, included, redecoration of bedrooms, updated plumbing, more individual activities tailored to my needs and redecoration and a bar, refresh the decoration, more pagers for staff and more decoration and more staff. What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 2. Care Homes for Adults (18-65 years) Page 7 of 10 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Adults (18-65 years) Page 8 of 10 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations Care Homes for Adults (18-65 years) Page 9 of 10 Reader Information Document Purpose: Author: Audience: Further copies from: Inspection Report Care Quality Commission General Public 0870 240 7535 (telephone order line) Our duty to regulate social care services is set out in the Care Standards Act 2000. Copies of the National Minimum Standards –Care Homes for Adults (18-65 years) can be found at www.dh.gov.uk or got from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. 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