Latest Inspection
This is the latest available inspection report for this service, carried out on 26th March 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 Good.
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 The Lilacs.
Annual service review
Name of Service: The Lilacs The quality rating for this care home is: The rating was made on: two star good service 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: Malcolm Kippax Date of this annual service review: 1 6 0 2 2 0 1 0 Annual Service Review Page 1 of 9 Information about the service
Address of service: 2a Lickhill Road Calne Wiltshire SN11 9DD 01249821422 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 Mr Ronald Michael Taylor Number of places (if applicable): Under 65 Over 65 0 9 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 Lilacs is a family run care home for up to nine people. It is situated in a residential area of Calne, approximately ten minutes walk from the town centre. The Lilacs is a detached property with a large garden. The Lilacs was purpose built as a care home by the current owner. There are five single bedrooms and one double room on the ground floor. There is a staircase to two single bedrooms on the first floor, where the homes owner and the manager also have their accommodation. Each bedroom has an en-suite toilet and wash hand basin. One of the bedrooms also has its own bathroom. On the ground floor there is a bathroom with an assisted bath. The communal space consists of an open plan lounge and dining room. The manager, Ms Taylor, is closely involved in peoples day to day care. Other family
Annual Service Review Page 2 of 9 members are regularly involved and they work in conjunction with the carers and ancillary staff who make up the staff team. Fees at the time of the last inspection ranged from 364 - 450 pounds per week, depending upon the level of care that a person needs and the type of accommodation. A copy of the last inspection report is available in the home. Inspection reports can also be seen on the Commissions website at: www.cqc.org.uk 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 key inspection on 26th March 2008. This included: - The annual quality assurance assessment (AQAA) that was sent to us by the home earlier this month (February 2010). The AQAA is a self-assessment that focuses on how well outcomes are being met for the people who use the service. It also gives us some numerical information about the home. - Surveys that have been returned to us giving peoples views about the home. - Information we have about how the home has managed any complaints. - What the home has told us about things that have happened. - The previous key inspection and the results of any other visits that we have made to the home in the last 12 months. - Relevant information from other organisations. - What other people have told us about the home. What has this told us about the service? We received an AQAA from the manager, which gave us information about the homes strengths and what has happened during the last 12 months. The manager summarised what the home does well: - We try to consult our residents as fully as possible about all aspects of the operation of the home and the care provided. We make arrangements for surveys of resident opinions and satisfaction. Our objective is always to make the process of managing and running the home as transparent as possible, and to ensure that the home has an open, positive and inclusive atmosphere. - We place the rights of residents at the forefront of our philosophy of care. We seek to advance these rights in all aspects of the environment and the services we provide and to encourage our residents to exercise their rights to the full. - The homes services are monitored and continuously improved with scrutiny given to the degree to which the home is run in the best interests of its residents. - Effective quality assurance and quality monitoring systems are in place to measure the homes success in meeting its aims, objectives and statement of purpose. These are based on seeking the views of residents. - Make all possible efforts to protect residents from every sort of abuse and from the various possible abusers. Annual Service Review Page 4 of 9 - Provide and, when necessary, operate a simple, clear and accessible complaints procedure. Take all necessary action to protect residents legal rights. - The physical environment of the home is designed for residents convenience and comfort, En suite facilities (a toilet and hand basin) are provided to all residents. One room has an en suite bathroom. - All residents bedrooms have a phone which they can use to make and receive calls. - Residents are given every possible help to maintain the links they wish to retain with their families and friends outside the home, but can choose whom they see and when and where. - Produce with each resident, regularly update, and thoroughly implement a service user plan of care, based on an initial and then continuing assessment. - Take steps to safeguard residents privacy and dignity in all aspects of the delivery of health and personal care. - Residents receive care from competent and well-trained staff, which understand their needs and can meet these within the individual plan of care. - We offer our staff a range of training which is relevant to their induction, foundation experience and further development. The manager told us in the AQAA about changes that have been made as a result of listening to the people who use the service: - During the internal quality assessment we discovered that one resident had forgotten how to make a complaint if she wished to. The homes complaint policy has an additional summary complaint, comments and suggestions section that has been on display in the hallway for several years, as this was thought to be beneficial to residents, has now also been distributed to each resident. As the main documents which residents families/representatives hold is a three page document. I also personally went through the summary statement with residents for extra clarification. - The last resident survey also suggested that all residents and their relatives enjoyed the warm homely atmosphere of the home and enjoyed living here. There was a useful suggestion about improving the social activities, the appearance of two of the rooms and how to make better use of the gardens. Concerning the garden a residents daughter has been helping by planting extra plants and flowers around the front door area. We were also told about the homes plans, which included: - We shall explore innovative methods to make the information we give meaningful and interesting. Incorporating easy read booklets into our service user guide and statement of purpose. - We plan to build a rockery in an area that has fir trees overhanging it making the
Annual Service Review Page 5 of 9 area very shady with not much growing there. There was information in the AQAA which told us about equality and diversity within the service. It was reported that the major annual Christian festivals were celebrated in the home, and residents had the opportunity to participate or not as they wished. We were also told that Particular care will be taken to meet the needs of residents from minority faiths if applicable. We were told that equality and diversity was also promoted by: - Helping residents to present themselves to others as they would wish through their own clothing, their personal appearance and their behaviour in public. Obviously within a proprietary manner. - Respecting our residents diversity. Attempting always to listen and attend promptly to any residents desire to communicate. - Expecting the entire homes staff to work to equality and diversity principles and policies and to behave at all times in non-discriminatory ways. - Providing, training, supervision and support to enable staff to do this. - Having a code of conduct that makes any form of discriminatory behaviour unacceptable. This is applicable to both staff and residents and is rigorously observed and monitored accordingly. We were told that some staff had completed a distance learning course with Swindon College on Equality and Diversity. The homes manager was planning to do a distance learning course at level 3 on managing diversity. The manager told about a number of ways in which the home had improved during the last 12 months: - We remain committed to a programme of progressively improving the quality in the services/facilities the home provides. - We have provided residents that require it with more easy use phones which have large number buttons and an amplifying voice/ hands free facility. - Kept vigilant about health, safety and welfare issues of residents, staff and others. - Two HSC workers completed NVQ 3 in HSC, the manager and owner did a Fire Marshall course with St Johns Ambulance training. The manager has updated knowledge and skills in two courses run by Age Concern on depression in later life and activities for people with dementia. - The home provides staff training on mental capacity and the deprivation of liberty safeguards to improve their knowledge and develop skills in working with residents over their decision making abilities. I attended two courses on the MCA and DoLS. We also have some training resources for staff. Annual Service Review Page 6 of 9 We were also told in the AQAA about improvements that are planned for the next 12 months: - We are aiming for a progressive improvement in the standards of training at all levels of our staff and management. - Apply for any relevant development and funding opportunities, Make full use of access to local and elearning networks. - Develop knowledge and skills of business planning and management as integral to our professional development. Have a look at what courses local colleges provide. - Provision of facilities such as communication aids (e.g. a loop system) also information and communication technology. - To update our phone system, hopefully enabling all residents bedrooms to have WI FI facilities. Also provide an ICT centre in the home to enable residents and staff use of the internet. Staff will be able to use this access for training/supervision purposes. - Produce the homes brochure as an easy read leaflet when required. Overall we thought that the home had made a number of improvements during the last year which would be of benefit to the people who use the service. The manager was also able to identify further ways in which to enhance the service that people receive. As part of this ASR, we sent surveys to the home so that these could be given out to the people who use the service, and to staff. We received surveys back from three people who use the service, from three staff members and from a volunteer. The three people who use the service were helped by one of their relatives to complete their surveys. People told us that they received the care and support that they needed. The home also made sure that they got the medical care they needed. People knew how to make a formal complaint and who to speak to informally if not happy with something. They told us that the home was always kept fresh and clean. When we asked in the surveys What does the home do well? peoples comments included Tender loving care with cheerfullness and Keeps really good checks on weight. Staff were described as very patient, and the home as small, friendly and family run. The responses to the questions in the surveys were generally very positive. When we asked Does the home arrange activities that you can take part in if you want? two people responded Sometimes and one person Usually. The three staff members and the volunteer also responded positively to the questions that were asked in their surveys. They told us that checks such as a CRB (Criminal Records Bureau) disclosure and references had been carried out before they started work. They received enough support from the manager and knew what to do if someone had concerns about the home. Staff confirmed that they were given up to date information about the needs of the people who they supported. They thought that their induction had covered everything that they needed to know when they started. When we asked What does the home do well? the staff members comments included
Annual Service Review Page 7 of 9 Care, health and hygiene is paramount, Promote the highest standards of health and safety .... the home believes in the adherence to strict guidelines on infection control and Special attention is given to any needs of the residents which are instantly catered for. Staff also mentioned a really friendly, family atmosphere and that the home is very vigilant on training and thus the overall well being of the clients. We were told in the AQAA that the home had not received any complaints during the last year. No safeguarding adults referrals had been made during that time. What are we going to do as a result of this annual service review? Subject to any changes in registration and inspection practice following implementation of the Health and Social Care Act 2008, our current plan is to do a key inspection by 26th March 2011. However, we can inspect the service at any time if we have concerns about the quality of the service or the safety of the people who use the service. Annual Service Review Page 8 of 9 Reader Information
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