Care Home: Whitecliffe House

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Annual service review Name of Service: Whitecliffe House The quality rating for this care home is: The rating was made on: two star good service 2 9 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: Annie Foot Date of this annual service review: 1 5 0 3 2 0 1 0 Annual Service Review Page 1 of 7 Information about the service Address of service: 30-40 Whitecliffe Mill Street Blandford Dorset DT11 7BQ 01258450011 01258488905 whitecliffe@coltencare.co.uk www.coltencare.co.uk Colten Care Limited Telephone number: Fax number: Email address: Provider web address:   Name of registered provider(s): Name of registered manager (if applicable) Mrs Angela Helen Armstrong Mrs Michelle Corben Conditions of registration: Category(ies) : old age, not falling within any other category Conditions of registration: Number of places (if applicable): Under 65 Over 65 0 31 The home may accommodate a maximum of 19 service users who require nursing care. 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 Whitecliffe House is situated centrally to all major routes into Blandford and is a fiveminute walk to the town centre. Adjacent to the home is a Doctors surgery. The home is registered to provide both personal and nursing care to older people, nineteen places are available for people requiring nursing care and the remaining Annual Service Review Page 2 of 7 Change of Registered Manager 2 9 0 1 2 0 0 9 twelve for those with personal care needs.Whitecliffe House is an older style building, which has been extended and adapted to provide a full range of accommodation and ample communal space. There is a passenger lift to all three floors making access possible for all service users. All rooms have en suite facilities. There is a communal lounge, dining room and shared garden area with seating. Visitors are always welcome and offered generous hospitality and there is a high standard of hotel style catering and domestic services. Limited parking is available at the front of the home or on the street. Colten Care Limited owns the home, a company who have a number of care homes in Dorset and adjoining counties. Colten Care Limited aims to provide residents with a secure, relaxed and homely environment in which their care, well-being and comfort are of prime importance. At the time of the inspection the weekly fees range from £730 to £904 per week. Additional charges are made for hairdressing and chiropody. 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 which took place on 29 January 2009. 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 detailed and gave us all the information we asked for. The home is jointly manged by Angela Armstrong who completed the AQAA and Michelle Corben on a job share basis. They are both Registered as managers of the home with CQC. The AQAA reports that as a result of listening to what residents say, the following changes have been made to the service. Shift times have been altered so that more staff are available to assist service users at breakfast time. Meal times are now served until 12.30 in rooms and 1pm in dining room to give care staff more time to assist service users to wash and dress. An additional 14 hours per week of care staff time has been added to the roster so that there are more staff available to assist service users at lunch time. New service users are assigned a key worker who assists with the settling in process. An activities manual containing policies and procedures relevant to activities and guidance for activity organisers and social carers has been introduced during the year which includes relevant matters including completing paper work. An activity coordinator has been appointed to support the activity organiser at the home in developing a comprehensive activity programme, taking into account the wishes and abilities of the current service users. Annual Service Review Page 4 of 7 The home has an open culture which enables residents, supporters and staff to feel confident in making suggestions and for making complaints, when it is appropriate, without fear of victimisation. 2 complaints were received by the home in the last year. They were resolved within the procedures timescale and were both upheld. No safeguarding referrals were made. A major refurbishment of the home commenced in November 2009 and will continue over the next few months to include: All en-suites to be refitted and decorated New improved lighting for bedrooms New carpets to bedrooms if needed. Redecoration for all bedrooms and new carpet for middle floor corridor Shower room conversion to wet room. The management of the home is now more stable with the appointment of the two managers. Both are qualified nurses and have experience in managing care homes. The Head Of Care leads a team of trained Registered Nurses and Health Care Assistants. Both managers and head of care have received training on the Mental Capacity Act. 10 full time care staff and 3 Registered nurses are employed at the home, alongside 14 part time care staff and 4 Registered nurses. 21 permanent care staff are employed, of whom 6 have achieved an NVQ level 2 or above in care. 5 staff left their employment at the home in the last year. 14 non care staff are also employed. New care staff receive induction training and other ongoing training relevant to their role. 28 staff have received training in the prevention and control of infection. 5 staff have received training in malnutrition and assistance with eating. The home aims to operate at full occupancy. During the last year there have been 8 new admissions to the home. There are a range of policies and procedures in operation at the home which have been regularly reviewed between 2006 and 2009. The home continues to let us know about things that have happened since our last key inspection and they have shown that they have managed issues well. They work well with us and have shown us that their service continues to provide good outcomes for the people who use it. There is no evidence to indicate that outcomes for people who use the service have changed since the last inspection of the service. What are we going to do as a result of this annual service review? Annual Service Review Page 5 of 7 We are not going to change our inspection plan, and will do a key inspection by 29 January, 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. Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. 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