Care Home: Swan House

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Annual service review Name of Service: Swan House The quality rating for this care home is: The rating was made on: two star good 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: Mike Murphy Date of this annual service review: 1 6 1 0 2 0 0 9 Annual Service Review Page 1 of 7 Information about the service Address of service: High Street Winslow Bucks MK18 3DR 01296711400 01296711450 SwanHse@heritagecare.co.uk www.heritagecare.co.uk Heritage Care Ltd Telephone number: Fax number: Email address: Provider web address:   Name of registered provider(s): Name of registered manager (if applicable) Miss Sonya Chiarello 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 32 0 0 32 The maximum number of service users who can be accommodated is: 32 The registered person may provide the following category/ies of service only: Care home only - PC to service users of the following gender: Either whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category - OP Dementia - DE 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: New Registered Manager from 10 August 2009 3 0 1 0 2 0 0 8 Date of last key inspection: Date of last annual service review (if applicable): Brief description of the service Annual Service Review Page 2 of 7 Swan House is a care home registered to provide care and accommodation for up to thirty-two service users, sixteen of whom have a diagnosis of dementia. The home is administrated by Heritage Care and is situated in the market town of Winslow in Buckinghamshire. Separately constructed on the same development, as Swan House is Swan Court, a facility for service users who do not require conventional residential care and support but who require a little support to remain independent in their own homes. Swan Court is separately managed to Swan House and the only common denominators between the two buildings being that they share the same provider, garden and that one of the night staff based at Swan House supports Swan Court for some of the night. Swan House is constructed over two storeys and service users live on one of two groups, depending on their specific needs. Both groups are fitted with communal lounges and kitchen/diners. Service users benefit from single room accommodation and these are fitted with en-suite facilities that consist of a walk in shower, toilet and hand washbasin. The home is within a short walk of the high street and there is relatively easy access to the towns of Bletchley, Aylesbury and Buckingham. 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 we have received, or asked for, since the last key inspection or annual review. This included: The annual quality assurance assessment (AQAA) that was sent to us by the service. The AQAA is a self assessement that focuses on how well outcomes are being met for people using the service. It also gave us some numerical information about the service. Information we have about how the service has managed any complaints. Feedback received through 12 survey forms returned by the date of this review. What the service has told us about things that have happened in the service - these are called notifications and are a legal requirement. The report of the previous key inspection which was carried out in October 2008. Relevant information we may have received 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 all the information we asked for. We looked at the information in the AQAA and our judgement is that the home is still providing a good service and that they know what further improvements they need to make. The home sent us their annual quality assurance assessment (AQAA) when we asked for it. 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 a good service and that they know what further improvements they need to make. The home has informed us that it seeks the views of users of the service and other stakeholders through; listening and responding to users living in the home and taking account of their changing needs, monthly and quarterly review meetings with users and discussions with users and relatives. It holds regular meetings with service users. An advocate from Age Concern is available to assist users where required. The Heritage Care area manager or a manager of another service carries out monthly visits on behalf of the proprietor - these include meeting with users. As a result of these activities the home informs us that it has updated its catering guidelines, improved the garden, established a sensory garden, and improved access to the garden from the dementia unit. It has improved the person-centred format of care plans (a format which aims to be more specific to the needs and wishes of individual users and to facilitate their involvement in their own care planning), and that memory boxes to aid stimulation have been introduced into its dementia care service. It is seeking the views of people who have stayed in the home on a respite care basis on their experience of their stay. Two more staff have been approved to drive the homes minibus which should increase the number of outings offered to users. Annual Service Review Page 4 of 7 Changes in the environment have included the redecoration of ten bedrooms, the replacement of the carpet in two bedrooms, the purchase of a washing line for users who wish to do their own laundry, key worker photographs in users rooms, a photo board containing photographs of staff, themed corridors with the aim of providing stimulation for users, and, improving the location and type of pictures on walls so that users can see them more easily. The home tells us that an independent auditor will carry out an audit of the environment and of the homes services to ensure that the home continues to meet the needs of used, in particular users with dementia. In terms of staffing the registered manager reports that the location of the home and problems with public transport in the area can be a deterrent if prospective staff either dont live in the area or dont have their own car. It is endeavouring to overcome this by ongoing efforts to recruit care staff. In terms of staff training the home reports that almost two thirds of staff have now acquired NVQ at level 2 or above. The introduction of computer based E-Learning has improved staff access to training. The home is monitoring its performance with regard to mandatory training. Over the next year the home informs us that it intends to improve training on palliative care, malnutrition care and assistance with eating. It aims to ensure that a personcentred care plan will be in place for every user. It will complete decoration of the themed corridors and redecorate the reception area and other parts of the home. The registered manager told us that a new business plan is currently being formulated and that this will include plans to improve areas in the home which require attention. Twelve survey forms were returned by the time this report was written. People living in the home were generally satisfied with their care. Two of four service user respondents said that they always received the care and support they need and that staff always listen to what they say. All were agreed that the home only sometimes provides activities in which they want to take part. All reported the home as being always fresh and clean. All knew how to make a complaint. One added (The) staff are nice and look after me well and Im happy here. Another added (Staff) looks after me, I get everything I want. In answer to the question What could the home do better? our respondent wrote Not change the rules, another wrote Not much. All staff respondents said that they received enough support in meeting the needs of different people livng in the home. Two said that there were always enough staff to meet users needs, two answered usually to this question. All staff respondents were positive about the training provided by the home. In terms of What the home could do better one staff respondent wroteMore staff, reduce agency staff. Another wrote Complete memory boxes for all service users on EMI (dementia) Units. Complete decoration of themed corridors. Health and social care respondents gave mixed views on the home but were generally positive. It was praised for: treating people as individuals, providing a good level of care, respecting their wishes, seeking the opinion of the persons family where they may not be able to express their needs, the individualised nature of care - an example being the display cabinet containing mementos, an approach to care which brings dignity to residents, diligent high quality care, patient and understanding carers, and a spotless and clean environment. Annual Service Review Page 5 of 7 On a somewhat less positive note professional respondents thought the home could do better: in meeting challenges more readily and perservering more with difficult clients, stop losing peoples laundry which relatives have reported is upsetting, distressing, offensive and frustrating, and, improve medicines management. Overall, the balance of responses from health and social care professionals were positive but we have no doubt that the home will take note of the less positive ones. 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 30 October 2010 . However we can inspect the service at any time if we have concerns about the quality of the ervice or the safety of the people living there. 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