Care Home: The Chesters

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Annual service review Name of Service: The Chesters The quality rating for this care home is: The rating was made on: three star excellent service 2 5 0 3 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: Elaine Malloy Date of this annual service review: 0 1 0 3 2 0 1 0 Annual Service Review Page 1 of 9 Information about the service Address of service: 418 Durham Road Durham Road Low Fell Gateshead Tyne & Wear NE9 5AJ 01914910750 01914878926 Telephone number: Fax number: Email address: Provider web address:   Name of registered provider(s): Conditions of registration: Category(ies) : dementia mental disorder, excluding learning disability or dementia old age, not falling within any other category physical disability sensory impairment Conditions of registration: Parkside Northern Limited Number of places (if applicable): Under 65 Over 65 24 1 0 9 7 0 0 29 0 0 The maximum number of users who can be accommodated is 29 The registered person may provide the following category of service only Care Hom only Code - PC To service users of the following gneder - Either Whose primary care needs on admission to the home are within the following categories: Dementia - Code DE, maximum number of places 24 Mental Disorder, excluding learning disability or dementia - Code MD, maximum number of places 1 Old age not falling within any other category - Code OP, maximum number of places 29 Physical disability - Code PD, maximum number of places 9 Sensory impariment - Code SI, maximum number of places 7 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: Annual Service Review 2 5 0 3 2 0 0 9 Page 2 of 9 Date of last annual service review (if applicable): Brief description of the service The Chesters provides personal care for 29 older people some of who have dementia. The home is situated off a main road in Low Fell. The building consists of an older part which has been adapted for purpose, and a newer purpose built extention. The main lounge, dining areas, kitchen and ancillary facilities are located on the ground floor. There is a passenger lift providing access to the first floor. Outside the home are pleasant landscaped gardens and sitting areas. Fees for the home vary and are available on request from the manager. Further information about the home can be found in the service users guide which is located in the main foyer. Annual Service Review Page 3 of 9 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 or key inspection. 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 service 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. The AQAA told us about the improvements the service has made in the past year. These include: Updating information about the home in the guide to the service and making the guide available in different formats to suit peoples communication needs. Making peoples bathing a more relaxing experience by incorporating relaxing music. New handover reports are in place at the end of each shift to make sure staff have up to date information about people living at the home and monitor any changes more clearly. A risk assessment has been introduced for each person to identify and manage risks in the delivery of their care. Each area of planned care is now evaluated separately. A monitored dosage medication system is now being used and storage has been improved by having a second medication trolley and fridge. Communication Cards and a folder with large photographs of meals have been created Annual Service Review Page 4 of 9 to establish further methods of communication for people with dementia and sensory impairments. Outings have been improved by making use of a minibus for transport. Policies on abuse, protection of vulnerable adults and complaints have been updated so they are in line with the Local Authoritys policies. Staff have received training on the Mental Capacity Act and Deprivation of Liberty and information leaflets are displayed in the home. The home continues to have a rolling programme of redecoration and refurbishment to maintain and upgrade the environment. New garden furniture has been purchased and the decking area was painted. Cleaning schedules have been updated and audits are carried out to check infection control measures. More staff have achieved nationally recognised care qualifications (NVQ) and one carer has received a Skills for Care Learner of the Year Award for her outstanding achievement in social care. The cook has achieved a qualification in hospitality and professional cookery. The kitchen was awarded an excellent rating from the local Environmental Health department. We received seven surveys from people living at the home, some of whom were helped to complete the surveys by relatives or friends. They told us that they received enough information about the home before they moved in and have been given written information about the homes terms and conditions. Most people said they always receive the care and support they need and that the home makes sure they get the medical care they need. They said staff are always or usually available when they need them and staff listen and act on what they say. People living at the home told us there are always activities arranged that they can take part in if they want. They said they always or usually like the meals at the home. All said the home is fresh and clean. Each person indicated that there is someone they can speak to informally if they are not happy and most said they know how to make a formal complaint. Comments about what they feel the home does well were: Provide good meals and entertainment eg parties. Most staff seem caring. Friendly atmosphere (all staff). General attentiveness and 1-1 care. Very good meals. Overall cleanliness and tidy. The owner is present at main events. Activities provided. Thank you for everything you do, you are always friendly and helpful. Very caring staff, very friendly. Lots going on. Annual Service Review Page 5 of 9 My mother is well looked after in every way . The care in the home is very good. The staff are very attentive. There are plenty of social activities, entertainment and fairs, and visitors are made very welcome. Looks after the residents very well, keeps family informed and aware of whats going on. Gives lots of love and attention to all the residents in their care. Staff interact with patients. Owner stays in close contact with the home. One relative added, I have experienced through my mother several different homes and this one is definitely a cut above the rest. I can relax as I live away from the area, knowing my mother is well cared for. One person gave comments about what the home could do better, they said, Provide more stimulation for my mother and make sure she receives the extras brought in by the family. We received nine surveys from staff who work at the home. They told us their employer carried out checks, such as a Criminal Records Bureau check and references, before they started work. All indicated their induction training covered everything they needed to know to do the job when they first started. Staff said they are given training that is relevant to their role, helps them understand and meet individuals needs, keeps them up to date with new ways of working and gives them enough knowledge about health care and medication. They told us they are always given up to date information about the needs of the people they care for, that the ways they share information about people work well and there are enough staff to meet the individual needs of all the people who live at the home. All staff staff said their manager regularly gives them enough support and meets with them to discuss how they are working. One staff member said, The home is run very well by the manager, and another said, The manager has an open door and you can always see her if you have any problems or questions. The home has improved over the past few years she has been the manager. All staff said they know what to do if someone has concerns about the home. Comments from staff on what the home does well were: The home always has a good report on the standard of care given to residents. The food is first class. The home is run really well and all the staff are fully trained in their jobs. We have a very low turnover of staff. Families and visitors always comment how homely The Chesters is and they are always made welcome. Standards of care. I feel all staff meet the clients individual needs to a high standard whilst promoting Annual Service Review Page 6 of 9 independence. Making the residents feel welcome and comfortable in their new environment. I feel that the home is managed and run to a high standard. Very caring home. Fully train their staff. Provide all sorts of activities. We are an excellent home and this is shown in the way we care for our residents. Our residents have outings and entertainers and activities every day. We have an excellent cook who makes individual birthday cakes for everyone to make their day special. No comments were received from staff about what the home could do better. We received four surveys from health and social care professionals who have involvement with people living at the home. They told us the homes assessment arrangements ensure accurate information is gathered and the right service is planned for people. They said peoples health and social care needs are properly monitored, reviewed and met, and that the home seeks advice and acts on it to meet peoples social and health care needs and improve their well-being. Professionals said the service respects peoples privacy and dignity, supports people to live the life they choose, and responds to the diverse needs of individuals. They told us managers and staff have the right skills and experience to support peoples social and health care needs. Each said the home has responded appropriately if they, or a person using using the service or another person has raised concerns about the service. Comments from professionals on what the service does well were: Very friendly and approachable staff who are keen to learn about clients and their illnesses. Very caring. Very organised. Nice environment. Very caring, helpful and friendly towards our teams when visiting. No comments were received from professionals about what the home could do better. The Commission has not received any concerns or complaints about the quality of the service provided at the home in the past year. What are we going to do as a result of this annual service review? The home continues to let us know about things that have happened since our last key inspection and they have shown that they have managed issues well. They work well with us and have shown us that their service continues to provide excellent outcomes for the people who use it. We are not going to change our inspection plan and will do a key inspection by 24 March 2012. However we can inspect the home at any time if we have concerns about the quality of the service or the safety of the people using the service. Annual Service Review Page 7 of 9 Annual Service Review Page 8 of 9 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). 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