Care Home: Westlands House

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Annual service review Name of Service: Westlands House The quality rating for this care home is: The rating was made on: three star excellent service 2 6 0 1 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 0 0 3 2 0 1 0 Annual Service Review Page 1 of 8 Information about the service Address of service: Headmoor Lane Alton Hampshire GU34 3EP 01420588412 Telephone number: Fax number: Email address: Provider web address:   Name of registered provider(s): Name of registered manager (if applicable) Mrs Lorna Poulter Conditions of registration: Category(ies) : dementia old age, not falling within any other category Conditions of registration: Mr Anthony James Daly Number of places (if applicable): Under 65 Over 65 35 35 0 0 The maximum number of service users to be accomodated is 35 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: Dementia (DE) Old age, not falling within any other category (OP). 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 Westlands is a privatley owned and managed home registered to provide accomodation, support and care for up to thirty five older persons some of whom may Annual Service Review Page 2 of 8 None 2 6 0 1 2 0 0 9 have dementia. The home which is a large extended converted house with on site parking,is situated in a pleasant rural location on the outskirts of the mid Hampshire town of Alton within easy travelling distance of Winchester, Portsmouth, Basingstoke, Aldershot and Guilford. All residents are who accomodated in single rooms with en-suite facilities can access all of the homes communal areas including a conservatory/lounge, dining room on the ground floor, a quiet lounge diner on the first floor and a large established safe garden. Annual Service Review Page 3 of 8 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 including responses to a CQC satisfaction survey completed by residents, staff health care professionals and social care professionals . What has this told us about the service? The service 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 improvements they need to make. Responses received from residents staff and health/social care professionals to our satisfaction survey were positive. Residents told us: The home was always clean and fresh, they were given a choice whether they wished move into the home, received the care and support they needed, staff were available when they needed them, activities were available, staff listened to what they had to say, knew how to make a complaint, were treated well by the care staff and could make decisions about what to do each day. Individual comments from residents included: Everyone is kind and will chat to me. Always depend on staff. Wonderful way of treating us Well organised, they are all caring. Always clean and tidy Quite satisfied, so I think it does everything well. Staff said: They were fully briefed on the residents needs, had access too care plans, reference and criminal bureau checks (CRB) pre employment checks were carried out on them, they received a detailed induction, receive support from the manager, knew how to raise any concerns they had and were made aware of needs relating to disability, gender, race, and ethnicity, sexual orientation and faith. Health and social care professionals in their responses said: Ensure care plans reflect clients needs and wishes. Excellent at caring for individuals and adapting to their Annual Service Review Page 4 of 8 personalities and needs. Friendly, responsive. Always an atmosphere of calm and cheerfulness. The management and care staff are excellent, they are professional knowledgeable and friendly. All residents well looked after, always clean. Entertainment is provided, good nutrition. As commented on previously, issues of diversity and equality are taken seriously by the service who in their AQAA 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: Equipment is provided to assist residents with disabilities. We have a mixed workforce from various backgrounds. Applicable policies and procedures are used within the home. We have monthly church services at Westlands which cater for clients whose faith is Church of England. Two residents who are Catholic have a visiting priest attend Westlands. There are no other faiths in the home at present. Implementing person centred care with the focus being on the resident and any areas which diversity have an impact upon. Care of the dying policies and procedures take into account the wishes of the resident and any requirements of their religion. All residents are encouraged to attend outings regardless of their physical or mental disabilities. Care plan arrangements for residents final wishes have been incorporated in their care plan. Menus are produced in written form and picture format for ease of identification for those residents with dementia. A ramp has been constructed enabling residents with mobility difficulties easy access from the conservatory into the rear grounds. We have separate picture catalogues to assist residents when choosing their meals. We have now incorporated pictures onto the menus displayed on the table. We have produced a Welcome to Westlands Photo Library to assist residents with dementia, who are thinking about moving into the home gain an insight into life at Westlands. We have provided a wet room to enable those residents preferring to access showering facilities to do so. Increasing and improving the signage around the home to enable residents to easily identify areas within the home. We have asked for a selection of photographs from residents families depicting their relatives life history for reminiscence therapy to build up a collage of life events to display in residents rooms and on their doors to assist them in identifying their room. Continue to regularly review our care plans to ensure that equality and diversity issues Annual Service Review Page 5 of 8 are being met. Continue to act upon feedback from residents where appropriate. Continue to act upon feedback from staff where appropriate. The home continues to strive to improve the services it offers, in the past twelve months it has instituted the following changes: A ramp has been constructed allowing easy access into the rear grounds for those residents with mobility difficulties. We have converted the downstairs staff toilet into a residents bathroom providing additional facilities in close proximity to all communal rooms, following a suggestion for additional facilities. A staff toilet has been sited elsewhere. We have converted a bathroom into a wet room following requests from a few residents wishing to have a shower rather than a bath/shower in the bath. We have separate picture catalogues to assist residents when choosing their meals. We have now incorporated pictures onto the menus displayed on the table. We have produced a Welcome to Westlands Photo Library to assist residents with dementia, who are thinking about moving into the home gain an insight into life at Westlands. We have introduced Theme Days as an activity for the residents. This includes photos, music and menus relating to the particular theme. We have joined NAPA, providing us with more activity ideas for our residents to participate in. We have employed the services of a Nutritionist to design balanced menus incorporating residents wishes. We have improved our food hygiene rating from satisfactory last year to excellent this year. A ramp has been constructed allowing easy access into the rear grounds for those residents with mobility difficulties. We have converted the downstairs staff toilet into a residents bathroom providing additional facilities in close proximity to all communal rooms, following a suggestion for additional facilities. A staff toilet has been sited elsewhere. We have converted a bathroom into a wet room following requests from a few residents wishing to have a shower rather than a bath/shower in the bath. We have separate picture catalogues to assist residents when choosing their meals. We have now incorporated pictures onto the menus displayed on the table. We have produced a Welcome to Westlands Photo Library to assist residents with dementia, who are thinking about moving into the home gain an insight into life at Westlands. We have introduced Theme Days as an activity for the residents. This includes photos, music and menus relating to the particular theme. Annual Service Review Page 6 of 8 Future plans include: Ensure that all care staff are trained in Palliative Care. Provide further training in Managing Risk, Minimising Restraint for care staff. Provide a wider range of sensory equipment. Improve dementia signage around the home to enable residents to easily identify areas within the home. Improve our Quality Control Questionnaires to make it more user friendly to enable those residents with dementia to complete them, therefore gaining valuable feedback from them. As previously commented, residents told us they were aware of how to complain. No complaints have been received by CQC since the last inspection. From the evidence available we are satisfied the home continues to manage issues well, work well with us and have shown us that their service continues to provide an excellent 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 26th January 2012. 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 7 of 8 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. Copyright © (2009) Care Quality Commission (CQC). 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