Care Home: Victoria Court

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Annual service review Name of Service: Victoria Court The quality rating for this care home is: The rating was made on: three star excellent 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: Vicky Dutton Date of this annual service review: 2 7 1 1 2 0 0 9 Annual Service Review Page 1 of 7 Information about the service Address of service: 127 York Road Southend On Sea Essex SS1 2DX 01702465574 01702461229 victoriacrt@aol.com 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: Mr Keith Powell,Mrs Fenella Dela Court Powell Number of places (if applicable): Under 65 Over 65 29 0 0 29 The maximum number of service users who can be accommodated is 29 The registered person may provide the following categories 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 categories: Old age, not falling within any other category - Code OP Dementia - Code 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 Victoria Court is a private care home located in a residential area of Southend on Sea with easy access to shops, seafront and public transport. The home is detached with limited parking to the front of the building. It has an attractive courtyard garden. There are twenty seven single bedrooms and one double bedroom. Twentytwo bedrooms have en suite facilities. The bedrooms and office are located on two Annual Service Review Page 2 of 7 floors of the building, and two lifts enable access to each floor. There are two lounges on the ground floor, the dining room is large and has an easy chair area and the home has two separate conservatories. All prospective residents are provided with a Statement of Purpose and Service User Guide that supplies them with up to date information on the home. Fees range from £385:00 to £575:00 per week. Fees charged vary according to individual needs and funding arrangements. There are additional charges for hairdressing, chiropodist, newspapers, magazines, toiletries, clothing and reflexology. Further information about the home can be obtained by contacting the manager. Previous inspection reports are available from the home and at our website at: www.cqc.org.uk 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 tool that providers are required by law to complete. It focuses on how well outcomes are being met for people using the service. It also gives 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. * 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 report. * What other people have told us about the service. * We had a telephone conversation with the manager at Victoria Court to discuss some specific issues. What has this told us about the service? The last key inspection at Victoria Court was on 10th December 2007. This was when the rating of 3* was made. An annual service review was undertaken on 3rd November last year. This showed that the home was still operating well. The home sent us their annual quality assurance assessment (AQAA) when we asked for it. The AQAA was very briefly completed. Although it gave us all the information we asked for, some sections could have provided more detailed information. The AQAA told us what improvements have been made in the previous year. For example, the activity co-ordinators hours have been increased to provide more opportunities for residents. Areas of the home have been redecorated and some furnishings replaced to ensure that people live in a pleasant environment. Staff training has been ongoing with with updates to core skill areas. More staff have achieved National Vocational Qualifications to improve their skills and knowledge. This shows that the provider is committed to maintaining a well trained workforce. The AQAA also recognised where the home can continue to improve such as looking into transport arrangements so that residents can get out and about, providing more equipment such as sit on scales and new televisions, and continuing to develop staff through training and appraisals. We looked at all the information in the AQAA and our judgement is that overall the home is still providing a good service, and that they know what further improvements they need to make. Annual Service Review Page 4 of 7 The previous key inspection report highlighted that the home provided people with opportunities to say how they found the service, and to have their views listened to. The AQAA confirmed changes that had been made as a result of listening to peoples views, such as changes to menus and more one to one rather than group activities. This shows that management at the home continue to listen to people and try to meet their individual needs and preferences. People living in the home have previously told us that they are pleased with the service and happy living in the home. As part of this annual service review we sent surveys to ten people living at the home, eight relatives, four visiting professionals and five staff to seek their views. Surveys from residents and relatives showed that people are still happy with the service they or their relatives are receiving. People felt that they were Always or usually offered the care and support that they needed. People made positive comments such as: I regard it as my permanent home. Our matron and her excellent deputy regard us well and are always on call out of hours, Everyone at Victoria Court is very caring, helpful and friendly. My relatives wellbeing and happiness is their priority as it is for all the residents, Our relative has always been happy and well cared for. I would consider Victoria Court to be an excellent care home, The staff are always cheerful and happy to help and seem to genuinely care for the residents. They are always patient with residents who at times can be quite challenging due to their dementia. People commented on the food saying, The food is excellent, Excellent choice of food nicely cooked, and The food is very appetising. Most survey responses and comments about the home were positive. There were some less positive comments relating to staffing levels and an aspect of practice and these were discussed with the manager. In discussion the manager confirmed that they had just carried out an audit of staffing levels and that this had resulted in an addittional member of staff being recruited to cover an early evening shift. We received surveys back from two visiting professionals. Again survey responses and comments were positive such as, As a visiting professional I am always made very welcome and any advice I might give concerning a resident is always respected and acted upon. The last inspection identified that there was a good complaints process in place. On surveys people said that they knew who to talk to informally and how to make a complaint. The AQAA said that two complaints had been received in the last 12 months. No concerns have been raised with us (CQC) about the service in the last 12 months. One safeguarding alert has been raised against the home in the last year. The issues raised were investigated by the management team at the home and social services. The home have been proactive in looking at the issues raised and taking appropriate actions. One member of staff returned a survey to us. They were positive about their role and felt that the care offered to residents was good. They said: I feel that the home cares for all patients Well and provides them with a clean homely environment. They indicated that a good range of training opportunities were provided. There have been no changes to the ownership or management of the home since the previous inspection. At that time the home was well and effectively managed. Information looked at for this review and discussion with the manager showed us that Annual Service Review Page 5 of 7 the effective management of Victoria Court is continuing. Changes and developments to meet the needs of residents and staff are ongoing. The home continues to let us know about things that have happened since our last key inspection. They have shown that they have managed issues and situations well. They have shown us that their service continues to provide positive outcomes for the people who use it. 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 9th December 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 6 of 7 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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