Latest Inspection
This is the latest available inspection report for this service, carried out on 18th January 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 Tiltwood.
Annual service review
Name of Service: Tiltwood The quality rating for this care home is: The rating was made on: two star good service 1 9 1 2 2 0 0 8 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: Sally Hall Date of this annual service review: 1 7 1 2 2 0 0 9 Annual Service Review Page 1 of 7 Information about the service
Address of service: Hogshill Lane Cobham Surrey KT11 2AQ 01932866498 01932867205 admin.tiltwood@careuk.com manager.burroughs@careuk.com Care UK Community Partnerships Ltd Telephone number: Fax number: Email address: Provider web address:
Name of registered provider(s): Conditions of registration: Category(ies) : dementia old age, not falling within any other category Conditions of registration: Number of places (if applicable): Under 65 Over 65 50 0 0 50 The maximum number of service users who can be accommodated is: 50 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: Old age, not falling within any other category - OP Dementia - DE 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 Tiltwood is a care home providing personal care to older people located in a residential area of Cobham, Surrey. The home is close to local shops and public amenities and can accommodate up to fifty people. The property has private parking to the front of the building and garden areas outside each of the residential units. The accommodation provided is on ground level with single bedrooms. The home has five self-contained units each with a dining area, lounge and a kitchenette. The home has a main kitchen,
Annual Service Review Page 2 of 7 1 9 1 2 2 0 0 8 bathing and washing facilities and laundry. There are small communal areas throughout the home where relatives, visitors and service users can sit and relax. The fees are subject to the assessed care needs of the individual service user and size of bedroom and are available on request. Service users are responsible for additional charges for personal items such as toiletries, chiropody and hairdressing. The home also offers short stay respite services. 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) 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 some numerical information about the service. Information we have about how well 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. Relevant information received from other organisations. What other people have told us about the service. What has this told us about the service? The last inspection took place on 19th December 2008 the report was positive with no requirement being made following the site visit. The home completed and returned their AQAA, Annual Quality Assessment. The document was comprehensive and informative. It identified areas where the service had improved in the last year and others where further developments were being planned. It included evidence that the service regularly sought the views of servic users and other stakeholders to inform their planning. Throughout the annual quality assurance assessment it was evident that equality and diversity issues were promoted and incorporated within the service. There have been six complaints made to the home since the last inspection and all of these were dealt with with in the time scales detailed within the camplaint procedure. The home has strategies in place to ensure that those who they provide a service to can make their views and complaints known. The surveys recieved back by the commission evendenced that people felt confident their views will be listened to, taken seriously and acted upon. The home has made four reffereals to safeguarding during this time, and is proactive in informing the commission of incidents that happen in the home. Staff training, all staff have undertaken an induction which meets the Skills for Care standards. There is currently a very small shortfall in the numbers of care staff who have been awarded an NVQ,National Vocational Qualifications level two or above. The target of having over 50 of care staff having completed level 2 or 3 has not been met with 17 of the 38 staff currently with the award. However the home does have other Annual Service Review Page 4 of 7 staff who are working towards their NVQ award and this will see the percentage rise to over 50 . The AQAA also confirmed that mandatory training is undertaken which includes all staff undertaking induction and dementia training. All relevant employment checks are carried out to ensure staff are appropriately employed and service users remain in safe hands. All staff receive training before they work within the home and then they shadow experienced staff, this si to ensure the quality of care being provided. The AQAA identified other areas of improvements mainly focused around informing and involving service users. The AQAA confirms the home understands sevice users with specific needs relating to cultural, social, race, gender, identity, disability, sexual orientation, age, religion and belief. Extremely important when caring for people with dementia. The home when admitting new service users ensure through the person centred individual Care plans that as much information is gathered in order to meet each persons diverse needs. In the AQAA it stated Our statement of purpose and welcome pack has recently been updated and is available in larger fonts, Braille and audio if required. We liaise with Age Concern for advice and advocacy services if required for those who have no friends or family to discuss or act on anything on their behalf. These were just two of the improvements the home has made towards equality and diversity. Quality assurance is taken seriously by the home/organisation and the AQAA describes different ways in which the care with in the home is monitored. As well as visits to the home by senior management, surveys are used, regular meetings are held with service users, their families and staff. Feed back from these meetings etc. are used to improve the service that the home offers. The manager confirmed that all policies and procedures are reviewed annually. This is a required in order to ensure they meet current legislation and guidance. We sent out surveys prior to this inspection, the response was good and those received were very positive. Several service users stated that they felt at home, that staff are very friendly and they were pleased with the care they receive. Others said the home has a warm, friendly and has a caring atmosphere; however one service user said they wished the units in the home were divided in to all men and all women in each. Comments were also made about how clean the home is kept. There were no suggestions of how the home could improve. We received surveys completed by five health professionals that work with the home closely; they felt the home refers service users in a timely way that the staff are helpful and caring regarding service users needs. One also talked about the feedback they have had from relatives who visit their loved ones in the home. All comments were positive. The surveys returned by the staff were also very positive, with staff feeling valued and being given the opportunity to better there selves. There were a few suggestions regarding some ways the home could be improved, three staff felt the home needed some new flooring and furniture. Two others said more staff would be an improvement and another felt that activity staff should be just that and not fill in for other staff who were absent.
Annual Service Review Page 5 of 7 What are we going to do as a result of this annual service review? There will be no change to the inspection plan and we will do a key unannounced inspection by 19th December 2010. 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 6 of 7 Reader Information
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