Care Home: The Dale Residential Home

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Annual service review Name of Service: The Dale Residential Home The quality rating for this care home is: The rating was made on: two star good service 2 8 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: Jayne White Date of this annual service review: 0 9 0 3 2 0 1 0 Annual Service Review Page 1 of 10 Information about the service Address of service: Dale Road Conisbrough Doncaster South Yorkshire DN12 3BZ 01709862176 01709770769 olimasmol@aol.com NONE Mr Valentine Kearns,Mrs Alice Kearns 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 Conditions of registration: Number of places (if applicable): Under 65 Over 65 0 14 The maximum number of service users who can be accommodated is: 14 The registered person may provide the following category of service only: Care Home only - Code PC, to service users of the following gender: Either, 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 The Dale is a care home that is registered to provide residential care for up to fourteen older people. The home is set within its own grounds with ample car parking spaces available. The home benefits from mature gardens that are well maintained. The grounds have level footpaths, lawn areas, shrubs, flowers and colour throughout the year. The home has Annual Service Review Page 2 of 10 2 8 0 1 2 0 0 9 views of Conisbrough Castle from both the grounds and the home. Bedroom accommodation is located on both the ground and first floors. A passenger lift provides access to the first floor. The home is situated in the small village of Conisbrough. It is easily accessed from the towns of Doncaster and Rotherham and the many local villages. There is good access to both the A1M and M18 motorways that are approximately four miles from the home. A bus service stops a short distance from the home. Information about fees may be obtained from the owner/manager of the home. Annual Service Review Page 3 of 10 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 unannounced inspection on 28 January 2009. 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 gives us some numerical information about the service. Five surveys (out of ten sent out) returned to us by people living at the home. Six surveys (out of ten sent out) returned to us by representatives of people using the service (this could be someones relative or friend). Two surveys (out of five sent out) from members of staff. Four surveys (out of five sent out) from social and health care professionals. The previous key inspection. As well as the above we completed a risk assessment of the service to ensure we had enough information about the service to determine the quality rating made at the last inspection has not changed in the past twelve months. What has this told us about the service? The service sent us their annual quality assurance assessment (AQAA). It was clear and gave us all the information we asked for. We looked at the information in the AQAA. It told us the views of people were promoted and incorporated into what they do by: Holding residents meetings to enable people and their families to discuss any problems they are having. Service users are encouraged to bring any concerns to a member of staffs attention. They can speak to the manager at the same time if they feel their concerns are important at the time. All service users and their families are informed of the complaints procedure on admission to the home. This is reinforced during service user meetings. Through listening to people the AQAA stated they have changed how people sit together without having to look at the TV, which has been successful. They also stated they have reviewed their menus after consultation with service users and implemented more choice. Further plans include having a wider range of activities for service users to take part in. Annual Service Review Page 4 of 10 The surveys returned by people using the service told us: Four stated they always received the care and support they needed, one that they usually did. Four stated staff were always available when they needed them, one that they usually were. Two stated that staff always listened and acted on what they said, two that they usually did. One didnt answer. Three stated the home always makes sure they get the medical support they need, two that they usually did. Four stated the home always arranged activities they could take part in if they wanted, one that they usually did. Two stated they always liked the meals at the home, two that they usually did and one that they sometimes did. Everyone stated there was someone they could speak with if they werent happy. Four stated they knew how to make a formal complaint, one that they didnt. Everyone stated the home was always fresh and clean. Their comments included, (they) provide me with things to do e.g. TV, DVDs, books to read. (Their) attention to medical queries is prompt and efficient. During the good weather we are asked if we want to sit or walk round the gardens, they take care of the residents properly, the staff always ask what I want for my meals, I can choose what I want to watch on television and when I want to watch it, I can choose when I go to bed and when I get up, (they) get me from one place to another and the home and care assistants does very well. I am very satisfied. The surveys returned by representatives of people living in the home told us: Four stated the care service always met the needs of their representative, two that they usually did. Five stated the care service always helped them keep in touch with them. One stated it didnt apply. Two stated the care service always cared for them as theyd agreed or expected, three that they usually did. One didnt answer. Everyone stated they were always kept up to date with important issues affecting their representative. Two stated they felt the care workers always had the right skills and experience to look after people properly, three that they usually had. One commented, they appear to Annual Service Review Page 5 of 10 have. Two stated they felt the service always supported people to live the life they chose, three that they usually did. One commented, not applicable as my representative has dementia. Three stated they knew how to make a complaint if they needed to, one didnt. One couldnt remember. Four stated the service always responded appropriately if they raised any concerns. One commented, I have never wished to do so!. Never had any concerns. One stated it wasnt applicable. Their comments included, it performs particularly well with regard to maintaining the comfort and wellbeing of residents, it responds very speedily to medical needs for individuals, so that appropriate people can be called in to deal with them, the upkeep of a place like The Dale must be tremendous and I have nothing but admiration for the standards that are maintained, much thought and care goes into the running of The Dale. That is noticeable immediately you walk through the door. No unpleasant odours, a warm welcome and friendly, helpful staff, attempts are always made to motivate residents and stimulate where possible, meets and understands the needs of the residents. The carers are very kind and calm in whatever problems arise. Alice Kearns is an excellent manager, (they) keep mum clean and tidy and well looked after. Mum is completely dependent for all her personal cares and feeding, my brother and I visit separately on different days and at different times and always find mum is being well looked after, I think Alice and her staff do an excellent job under difficult circumstances. They deserve to be congratulated for their care of the residents of The Dale, it is a welcoming, homely place, which always seems to do its best for its residents. The staff seem to be caring and kind but firm when they need to be, if it is in the best interests of its residents. I am very happy that we chose The Dale for my representative. She is very happy and contented to call it her home, very clean environment, staff friendly and approachable and I shall be forever grateful that my mother resided there. Representatives commented in what they could do better, have monies available to spend on some facilities, which are now rather old, maybe a little more to entertain the residents, but there again Im not sure my representative would want to join in, more staff to enable them to participate with residents who need extra stimulation and perhaps more staff to spend more time talking to clients and just being with them. The surveys returned by social and health care professionals told us: Everyone felt the service always monitored, reviewed and met peoples social and health care needs properly. Everyone stated the service always sought advice and acted on it to meet peoples social and health care needs to improve their wellbeing. Everyone stated the service always respected peoples privacy and dignity. Annual Service Review Page 6 of 10 Everyone felt the manager and staff had the right skills and experience to support peoples social and health care needs. Two stated the service always responded appropriately if they raised any concerns. One stated it wasnt applicable and one didnt answer. They commented, person centred, individualised care for service users. They also strive to support the relatives of their service users by welcoming their input and regular visits. They liaise well with professionals who visit the care home. They also try to promote the individuals autonomy and choice, the clients which this team has had placed at The Dale have all experienced a significant improvement to their quality of life. Care is delivered with the dignity and respect that the service users deserve. There is a good range of activities on offer to clients and there is a good ratio of staff/clients. The atmosphere within the home is relaxed and welcoming at all times, it provides warm person centred care, it manages residents well, where other care services have failed to meet their needs, it is always welcoming, it is the right size, it has good staff (low turnover), it has a good manager, it should be teaching others how to provide care, very caring staff, they know their residents very well, very clean environment, residents look well cared for here, Alice is an excellent manager here at The Dale, I would be happy if my parent was in The Dale, I find I am welcome by all and it would be difficult to find an area where the care staff could improve. The surveys returned by staff told us: Both felt they were always given up to date information about the needs of people they cared for. Both stated their employer carried out checks such as CRBs and references before they started work. Both stated their induction covered everything they needed to know to do the job when they started very well. Both stated they were given training relevant to their role, which helped them understand and meet peoples needs and kept them up to date with new ways of working. Both stated the manager gave them enough support and met with them regularly to discuss how they were working. Both stated they knew what to do if someone had concerns about the home. Their comments included, the home caters exceptionally well to meet the residents care, medical and holistic needs, it is a small home and we are able to concentrate on the individual needs of all our residents, you spend a lot of time with our residents on a one to one basis, so we know our residents needs, wants and personalities, we are a small team and work well together, with a very supportive manager who encourages staff progression by way of identifying and arranging training needs, (we) meet the needs of clients, support clients in every way possible, (we) contact professional people as required promptly, keep family members up to date about clients and keep clients motivated and promote their independence and there have been so many Annual Service Review Page 7 of 10 improvements made to ensure the wellbeing of residents. The cleanliness of the home itself. The improvements in acceptable standards and practice. The laws regarding wellbeing, dignity, choice and liberty etc, etc, etc. The owner/manager in the AQAA told us they had received two complaints. All had been responded to within the required timescale of 28 days. The AQAA stated one had been upheld. An adult safeguarding referral had been made directly to the Commission (this means someone raising concerns because they feel people are being placed at risk of harm). We contacted the service to ask about the information wed received. It confirmed they were informed about the allegation and they had taken action that they felt was appropriate. This does not meet with local multi agency procedures, in that they hadnt informed the local safeguarding team or the Commission about the information. This is essential so that agencies can work together to protect people and there is an open and transparent process. The AQAA told us staff at the service, including the manager, had received training in safeguarding adults. Further discussions with the owner/manager told us that since our initial discussion with them about the safeguarding incident they have looked at the safeguarding procedures and realise they didnt take the appropriate action in reporting the incident in the first instance. She stated it wouldnt happen again. In addition, the service had not notified us of events such as deaths or illnesses that occurred at the service. These are called notifications and they are required to do this under the Care Homes Regulations 2001. This is so that we can monitor what is happening at the service and the action they take to ensure peoples needs are met and they are kept safe. Discussions with the owner/manager highlighted she wasnt aware she needed to do this. In respect of these failures we have sent a letter to the owner/manager specifying what she must do to meet the regulations. Further action may result in proceedings being taken against the service to gain compliance. In the policies and documents section of the AQAA it stated no policies were in place for aggression towards staff, dealing with violence and aggression, physical intervention, racial harassment occurring between service users, between staff, by staff or by service users on staff, referral and admission and sexuality and relationships. This could lead to inconsistent action being taken by the service should these occur, which might impact upon peoples human rights and therefore policies and procedures to deal with them should be put in place. Comments received about the service tell us people, their representatives, social and healthcare professionals have no concerns about the service, but the service must act on the shortfalls we have identified to make sure requirements as part of their registration status are met. 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. Annual Service Review Page 8 of 10 The completion of the risk assessment and annual service review has not changed our view of the quality rating of the service, therefore, we are not going to change our inspection plan and will do a key inspection by 27 January 2012. However, we can inspect the service at any time if we have concerns about the quality of service or the safety of the people using the service. We will monitor the progress of the adult safeguarding referral and will take appropriate action if notifications are not made to the Commission as required. Annual Service Review Page 9 of 10 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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