Latest Inspection
This is the latest available inspection report for this service, carried out on 19th April 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 Whispers.
Annual service review
Name of Service: The Whispers The quality rating for this care home is: The rating was made on: two star good service 1 0 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: Peter McNeillie Date of this annual service review: 1 6 0 3 2 0 1 0 Annual Service Review Page 1 of 6 Information about the service
Address of service: 358 Worting Road Basingstoke Hampshire RG22 5DY 01256329372 01256364889 Telephone number: Fax number: Email address: Provider web address:
www.voyagecare.com Milbury Care Services Ltd Name of registered provider(s): Name of registered manager (if applicable) Miss Fay Peters Conditions of registration: Category(ies) : learning disability Conditions of registration: Number of places (if applicable): Under 65 Over 65 8 0 The maximum number of service users to be accommodated is 8. 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: Learning disability (LD). 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 The Whispers is care home owned and managed by Milbury Care Services Ltd who are registered to provide care support and accomodation for up to eight persons with a learning disability. The home is located on the outskirts of the North Hampshire town of Basingstoke on a main bus route to the town centre and within walking distance of
Annual Service Review Page 2 of 6 Registration of a new manager. 1 0 0 3 2 0 0 9 local shops and other amenities. Accomodation is provided in a two-storey domestic detached house which has eight single bedrooms all with full ensuite toilet and bathing facilities. A large safe garden is available to the rear of the property and parking is available at the front . Annual Service Review Page 3 of 6 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 or annual service review. 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. 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 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 improvements they need to make. The home takes issues of equality and diversity very seriously. In their AQAA they home told us: We do the following to ensure that race, gender identity, disability, sexual orientation, age, religion and belief are promoted and incorporated into what we do: Risk assessments to allow activity, guidelines to build confidence in staff supporting Service User. Encouraging and promoting a Person Centred Approach. Different and consistent approaches for each person in accordance to individual needs. Key workers to advocate for each person including family members with decision making. Use skills of staff and strengths to share amongst each staff member. Equal Ops separate plans for each service users inclusion. Detailed robust policies and procedures in place. Motivating staff to advocate on behalf of service users, involving outside agency support e.g. community nurses. Tailored quality activities both internal and external. Promoting the needs of the people we support and empowering them to make their own decisions. Making sure activities are not curtailed through staff own views and prejudice. Reminding staff as and when necessary of the various needs and approaches of the individual for example it is ok for service users to spend time in their room or refuse lunch as long as they are regularly checked and we are not missing another need. Ensuring key areas have been explored and documented, e.g. speech and language and general health checks. Encouraging involvement in all aspects of life e.g. making drinks and snacks, choices and decisions over activities. Revised procedures within procedure manual. Annual Service Review Page 4 of 6 The AQAA also stated We are planning to make these further changes to promote equality and diversity: Ways of informing and sharing information. Exploring ways for individuals to voice opinion through key worker meeting. Ensuring changing needs of individuals are addressed e.g. increasing issues around mobility and dietary needs. To continue with menu planning and ensure that choices are clearly written up in daily record sheets. To work with external agencies to look at other methods of dealing with behaviours that challenge and provide appropriate support for each individual. It was clear from the information received that the home is always looking to improve the service it provides. In the past twelve months we were informed in the AQAA: Key workers systems with senior links are now in place. Monthly team meetings. Senior meetings. Built good relationships with the pharmacy, GP, community nurses, families etc. In house and external activities. Support structures for people with behavioural needs. Allocation of new behavioural therapist. Service users have achieved goals set at annual reviews with care managers and families. New format for individual support plan implemented for each person. Raised awareness and knowledge within team enabling effective practise. behavioural therapist. Service users have achieved goals set at annual reviews with care managers and families. New format for individual support plan implemented for each person. Raised awareness and knowledge within team enabling effective practise. behavioural therapist. Service users have achieved goals set at annual reviews with care managers and families. New format for individual support plan implemented for each person. Raised awareness and knowledge within team enabling effective practise. Future developments/ plans include: Health action plans for each service user. Continue to give staff ownership of their roles within the team. Continue monitoring and reviewing the care plans and risk assessments .Ensure monthly Quality Assurance both monthly and annually continue and all outcomes are addressed satisfactorily. Ensure that all outstanding maintenance issues are dealt with quickly and efficiently. Try to implement a robust on going maintenance plan to sustain the service and take on board the needs of the people who live here. The home has shown that they have managed issues well. No complaints have been received by CQC since the last inspection. They work well with us and have shown us that their service continues to provide good outcomes for people who use the service. 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 10th 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 using the service. Annual Service Review Page 5 of 6 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. © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. Annual Service Review Page 6 of 6 - 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!
