Latest Inspection
This is the latest available inspection report for this service, carried out on 16th February 2010. 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 Tenterden House.
Annual service review
Name of Service: Tenterden House The quality rating for this care home is: The rating was made on: three star excellent service 1 9 0 1 2 0 0 9 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: Julia Bradshaw Date of this annual service review: 0 6 0 1 2 0 1 0 Annual Service Review Page 1 of 7 Information about the service
Address of service: Lye Lane Bricket Wood St Albans Hertfordshire AL2 3TN 01923679989 01923680517 strandee@bupa.com www.bupa.com BUPA Care Homes (BNH) Ltd Telephone number: Fax number: Email address: Provider web address:
Name of registered provider(s): Conditions of registration: Category(ies) : old age, not falling within any other category physical disability terminally ill Conditions of registration: Number of places (if applicable): Under 65 Over 65 0 15 0 41 0 3 This home may accommodate 5 people (aged 50 years or more) who require convalescent nursing care. 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: Date of last key inspection: Date of last annual service review (if applicable): Brief description of the service Tenterden House is a period country house that has been extended and modernised whilst retaining the features and atmosphere of the original building. Service users are accommodated in single bedrooms, although one is designated as a double room. Thirteen bedrooms have en-suite facilities. Assisted bathing and assisted toilets are also provided. Communal space includes two lounges, a dining room and an activities room that is used for most of the activities events in the home. Well maintained level
Annual Service Review Page 2 of 7 None 1 9 0 1 2 0 0 9 gardens surround the building, with lawns, flowerbeds, a patio area, a pergola and views over mature parkland. Interior decor is consistent with the country house style of the building, with pictures, ornaments and fresh flower arrangements contributing to the attractive environment. Adequate car parking is available. The home is located on the outskirts of Bricket Wood in a rural setting between St Albans and Watford. There is convenient access to both the M1 and M25 motorways. The information relating to the service is available in the Service User Guide and Statement of Purpose, which are displayed within the recption area of the home The range of fees for Tenterden House are between £832.00 and £1,150.00. 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) was completed by the manager on the 5th October 2009. The AQAA is a self-assessment tool 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 may 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 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 most recently completed AQAA stated that, in the past twelve months the following areas have been identified as improvements made within this service:- Choice of Home. Referring prospective residents to another care home if ours can not meet their need. Referral to financial advisers if required/ requested. Directing people to the CQC website. Encourage potential service users to come for a trial visit. Also the service states There is a large information pack is given or sent to all enquirers. Information is available on the Bupa web site. Positive results from mystery shopping undertaken on our home Latest inspection report and statement of purpose is displayed in reception Health and personal care. Ensuring all residents who can not verbalise a request to see their Doctor are routinely made an appointment every six months for medication review. Ensure visiting professionals document within the QUEST care plan file. They have also identified that We have comprehensive QUEST care plan documentation. Good results from monthly audit. Other health care professionals recommend our home to prospective residents. Daily Life and Social Activities. Varying the activity programme to meet the needs of the residents within the home. The programme is fluid and flexible. rather than rigid. One member of staff in process of NVQ training in activity provision. Increased menu choice. Increased one to one daily room visits by activity staff. Increased sensory therapy for our high needs residents. Introduced art sessions to the programme (coordinator has undertaken an art course to enable them to facilitate this). Introduced special lunch and tea time activity for residents to encourage social interaction with each other (facilitated by the activity co-ordinator). Improved links with the community, residents attending church services. Taken residents out together to restaurants. Enabled a current resident to have her cat in the home. Completed our living history project and published a memento booklet. The service also states that they have positive feedback from resident/relatives meeting. Menus displayed within the home. High uptake of activity programme. Evidence of resident involvement in activity plan in minutes of resident meetings. Complaint and protection. Increased staff awareness and improved reporting Annual Service Review Page 4 of 7 of unexplained bruising. The service also states that they Report Reg 37s completed in a timely manner. We maintain records of all complaints, these are audited and reported to head office. We have good relationships with service solution centre at adult care services and the police at the vulnerable persons unit . Staff within the home do whistle blow when necessary. All staff are trained re POVA. Environment. We have updated furnishings in some rooms. Better utilisation of the communal rooms. We have a nurse champion for infection control within the home who links with Hertfordshire HPA. They have also completed training with them. Infection control training for all staff. The service also states that they have Excellent results in the customer satisfaction survey and a clean odour free home. Staffing. Improving and ensuring good staff morale is maintained with team event. Increased staff meetings across all teams in the home. Increased NVQ training available for all staff teams. The service also states that they No agency use this year. Good staff retention records. Staff records are available for inspection. Management and Administration. Increased staff group meetings. The service also states that The home Managers SOP results were high 83 excellent/good. Excellent monthly internal audit results. Records of all financial records are kept within the home. Records of all minutes of staff group meetings are kept within the home. The service has also identified their development plans for the next twelve months, including:- Choice of home. Training for care staff in handling phone calls, especially enquirers. To ask for feedback from residents/ relatives post respite stay. Health and Personal Care. Improved handover sheet for new admissions for heads of departments. Formal medication management training to every staff member. Daily life and Social Activities. Member of staff to complete the MIDAS training course to enable self hire of wheelchair access minibus and then increased trips out. All activity staff to be trained to minimum NVQ level. Further increased links with the community. Complaints and Protection. All staff to be trained regarding deprivation of liberty. Updated train the trainer course in mental capacity act . Environment. More rooms to be updated. Nurse champion to continue annual update training. Staffing. More NVQ training for all staff not just care staff. As part of this Annual Service Review questionnaires were sent out by the Care Quality Commission to people who use the service and generally these were all returned with positive comments including There is a family environment with a good homely feel. The staff fully respect the individual resident. I am sure my relative would not have survived in the way they have, without the excellent care and attitude of the staff . Our medical friends are always very impressed when they visit. The carers are second to none. The food is excellent, the chefs are willing to cook something different if you do not like whats on the menu. nothing is too much trouble. The grounds are beautiful. There were a few negative comments received relating to the laundry service on occasions the clothes are washed on too higher setting and clothes are then ruined. One person stated that on occasions staff carry out nursing procedures in public areas i.e. the front lobby/reception area, which is unacceptable. This issue was discussed with the manager who stated whilst they agree it is not always acceptable it could compromise the health of the resident should they take the time to move them from the communal area. Three surveys returned stated that on occasions there are not enough staff to assist people who require assistance with their eating meals. There were a total of 30 questionnaires returned to the Commission. Annual Service Review Page 5 of 7 What are we going to do as a result of this annual service review? We can inspect the home at any time if we have concerns about the care or welfare of people using the service however there is no indication that an inspection is required in the immediate future. In considering the inspection plan we take into account both the known positive elements together with developing areas of the service. Also of consideration is the vulnerability and number of people living in the home. The next key inspection will be undertaken by 05/01/2011. 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. Helpline:
Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a copy of the findings in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. Annual Service Review Page 7 of 7 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!
