Care Home: Westlands

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Annual service review Name of Service: Westlands 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: Karen Powell Date of this annual service review: 1 2 0 2 2 0 1 0 Annual Service Review Page 1 of 9 Information about the service Address of service: Station Road Wem Shrewsbury Shropshire SY4 5BL 01939232784 01939235295 jcapewell@coveragecareservices.co.uk www.coveragecareservices.co.uk Coverage Care Services 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 40 0 0 40 The maximum number of service users who can be accommodated is: 40 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 categories: Old age, not fallling within any other category (OP) 40 Dementia (DE) 40 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 Westlands is a Care Home registered with the Care Quality Commission to provide accommodation and personal care to a maximum of forty older people including those with dementia. The home is conveniently located close to the town centre in Wem, Shropshire. Accommodation is situated on the ground floor of the home and all service users are provided with a single bedroom. The home is owned by Coverage Care Annual Service Review Page 2 of 9 Services Ltd and the Registered Manager is Ms Jane Capewell Coverage Care Services Ltd make their services known to prospective service users in: The Statement of Purpose, Company Brochure and web site which also contain their contact e mail address. The inspection report is mentioned in the statement of purpose and summarised in the service user guide. It is also on display in all homes? entrance halls with a note stating the document can be made available to copy and take away. Coverage Care Services rates are reviewed annually on 1st April each year and service users are notified one month in advance. The only additional charges to service users are for toiletries, hairdressing, newspapers and escorting to hospital for routine appointments. This is clearly laid out in the terms and conditions. Readers wishing to know more about the fees charged should contact the home directly. 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. This included: The annual quality assurance assessment (AQAA) that was completed by the manager of Westlands and sent to us prior to this Annual Service Review (ASR). The AQAA is a self-assessment tool 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 that was carried out by CSCI on 7th February 2008. We received six completed questionnaires from people who use the service, four from staff, and six from relatives. We received one completed questionnaire from a health and social care professionals. What has this told us about the service? Westlands 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 an excellent service and that they know what further improvements they need to make. Westlands stated that the following improvements have been made: More staff have completed dementia courses and it is planned for as many staff to complete this as possible. Dementia care mapping has taken place at Westlands. The induction programme has been increased and new staff are spending up to 2 weeks shadowing a trained member of staff. More staff have gained NVQ 3 qualification and two senior staff have started their NVQ 4 training. Pat dogs now visit the home. The home continues to maintain the environment and redecoration continues. The home has the platinum award for healthy eating. The home has improved its infection control procedures. Annual Service Review Page 4 of 9 The AQAA also outlines the improvements planned for the forthcoming year. These include: To appoint an activities coordinator. To increase the number of qualified staff to over 95 . As a result of the dementia care mapping there has been a focus on the use of storyboards and the importance of individual reminiscence. To try and establish a league of friends in order to get more people involved in the home for fundraising and social get-togethers. Six relative/carers that completed a questionnaire as part of the annual service review process told us that they felt their relatives needs are met at the home and that the home helps their relative to keep in touch with them. All relatives stated they felt that usually the care service respond to the different needs of their relatives and that they provide the care and support their relative needs to live the life they choose. All people with the exception of one said they know how to make a complaint. They stated they felt the carers have the right skills and experience to look after their relative and that their relative is supported to live their life the way they choose. We asked the question what does the service do well? they told us the following: Friendly caring staff, helpful at all times. There are no problems with any aspect of care that my relative needs. If there are any problems the manager notifies me straight away. X is very happy and I have peace of mind that she is well looked after. Every member of staff, from care managers, support workers, kitchen staff and handyman have always respected my relatives wishes and dignity. They have provided a first class service treating the individual with respect and individuality. The support they have given to our family has been something we will never forget and was above and beyond their duty. We were treated like part of their family. if there are any problems I am notified as soon as they can. I know my relative is safe and as well, if not better looked after I could do at home.Relatives and friends say they have never visited a home that is so good. The staff are kind to visitors and residents elderly visitors say in all the homes they have visited it is the only one they would not mind going into. It cares for all the residents equally. Sometimes I cannot believe the patience they have with some of the clients. They are so good and kind to my relative and showed her family respect and they treat X with dignity. You should be proud of this home I count my blessings every day that X is in such a lovely environment. Create a homely caring environment. Residents are kept clean and well dressed, keeping their sense of dignity. The home keep family informed and are welcome. All staff are always pleasant and understanding. Westlands has given me the confidence that my relative is very well cared for. Annual Service Review Page 5 of 9 We asked the question what could the service do better? these were the comments we received: Nothing they have got it right, there staff are excellently trained and very caring. Couldnt do anything better I am very happy with the service. As much entertainment as possible. Six people living at the home completed a questionnaire for us and everyone told us they received enough information to help them decide if Westlands was the right place for them before they moved in. They all told us they receive their care and support they need and that staff are available when they need them and they listen and act upon what they say. Respondents told us that the home make sure they get medical care they need and that the home arranges activities that they can take part in if they want. All of the people told us that they like the meals at the home and that there is someone they can speak to informally if they are not happy. All people told us they knew how to make a formal complaint and that the home is clean and fresh. We asked people living at the home what does the home do well? they told us: During my stay here I could not fault anything whatever I wanted was made available. My needs, queries and concerns were always dealt with whenever I requested them and the response was always passed to me. If anything on the menu was not what I wanted I always got whatever I wanted. My family were treated and supported with everything they wanted. In these days with families working they were able to visit when they wanted and able to bringing pets and provided food during their visits which was excellent. It provides a lovely caring atmosphere it is as near as you can possibly get home from home. Caring, kind, friendly and always welcome in. Nothing is ever too much trouble for them. Meets all relevant needs, everything I need for day-to-day living. Westlands is a superb home, with fantastic stuff to do a wonderful job. We asked the question what could the service do better? we received the following responses: I dont think they could do any more, it is a nice friendly home. I have been here for years and still very happy. If finance and staffing were available take the residents are more outings. Four staff completed and returned questionnaire is to us and told us that their employer carried out checks and references before they started work. They felt they are given up-to-date information about the needs of the people they support all care. Annual Service Review Page 6 of 9 they all stated that they felt their induction covers everything they need to know before they started their job. All staff out that the manager gives them enough support to meet them to discuss how they are working and that they know what to do if someone has concerns about the home. In answer to the question are there enough staff to meet the individual needs of all the people who use staff confirmed to us that there was. We asked the question is what does the service do well, we received the following comments: Provides person centred care, treat staff well, provides clean and tidy environment and residents are well cared for. Coverage Care promotes staff who wish to go for promotion. Any training that is relevant to your job provided by an outside agency coverage care will fund for you. The home provides excellent care and also excellent support to families who are going through very emotional times. Teamwork is excellent. It is open and friendly and part of the community. It is welcoming an attractive, clean and homely. It consistently offer support and friendship for residents and their families. There is good liaison with other professionals. The staff are kind and approachable the gardens are beautifully maintained. The food is excellent with special care for diets. We asked the question what could the service do better? we received the following responses: I feel the company should provide a greater number of staff, the ratio is correct, but I feel this would further promote staff and provide clients with a more individual service to further promote recreational and social activities. It could improve its recreational facilities. We could go out with the use of a minibus a change of scenery would be stimulating and beneficial to residents who are rarely taken out by their relatives. I feel the staffing ratio needs looking at it seems better on both EMI units but the residential unit only has two care staff. There is very little time to talk to residents and listen to their lives and interests. I believe this aspect is equally important to the service we offer. We received one completed questionnaire from a health and social care professional they told us that they think that care services assessment arrangements ensure that accurate information is gathered and the right service is planned for people. They feel that people social and health care needs are monitored, reviewed and met by their care service. They felt that the care service always seek advice and acts on it to meet people social and house care needs and improve their well-being. They told us that the service usually respects individuals privacy and dignity and that the care service support people to live the life they choose wherever possible. They consider the services managers and staff to have the right skills and experience to support people social and health care needs and that the service responds to the diverse needs of individual people living at Westlands. They also told us Well organised care in a comfortable setting. Appropriate requests for medical advice and visits are made. Three complaints have been received by the home since the last key inspection. One Annual Service Review Page 7 of 9 complaint is still ongoing. One complaint has been received at the Care Quality Commission, which is currently being dealt with by the Head of Operations for Coverage Care. There have been two referrals to the safeguarding of adults team since the last inspection. 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 7th February 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. 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