Care Home: Wick House

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Annual service review Name of Service: Wick House The quality rating for this care home is: The rating was made on: two star good service 0 5 0 3 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: Elaine Barber Date of this annual service review: 0 7 0 2 2 0 1 0 Annual Service Review Page 1 of 7 Information about the service Address of service: Buttermere Liden Swindon Wiltshire SN3 6LF 01793641189 01793525199 Telephone number: Fax number: Email address: Provider web address:   Name of registered provider(s): Name of registered manager (if applicable) Mrs Denise Stevens Valerie Timms Conditions of registration: Category(ies) : old age, not falling within any other category Conditions of registration: Swindon Borough Council Number of places (if applicable): Under 65 Over 65 0 48 Any person outside the category of `Older People` who was receiving care and accommodation at the home as at 30th October 2003 may remain living in the home, subject to an assessment or review of their needs at least every 6 months that the home is able to satisfactorily meet their needs. For the purposes of this registration the definition of short term, or respite care, or intermediate care, is care and accommodation that does not exceed 8 weeks in any one care episode. That Intermediate care may only be provided for up to 9 people in the area known as the `rehabilitation unit`. That the home may provide care and accommodation for people aged over 55 years and under 65 years so long as they are receiving intermediate care or short term care and that not more than 2 people aged between 55 years and 65 years are accommodated in the home at any one time. Have there been any changes in the ownership, management or the Yes service’s registration details in the last 12 months? Annual Service Review Page 2 of 7 If yes, what have they been: Denise Stevens has been approved as the registered manager. 0 5 0 3 2 0 0 9 Date of last key inspection: Date of last annual service review (if applicable): Brief description of the service Wick House is a single storey purpose built care home that provides care and accommodation for up to 48 older people over 65 years. The home includes a mixture of respite beds, crisis care beds and long term beds. The home is situated in the Liden area of Swindon and is owned and managed by Swindon Borough Council. People who live in the home have their own single bedrooms and there is a large well maintained secure garden. Car parking is available. Typically the home is staffed by 8 care staff in the morning and six in the evening with three night staff. Additionally there are cleaners, housekeepers, an administrator and gardener. The fees are four hundred and five pounds per week. Information about the service is available in a statement of purpose and a service user guide. 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 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 who use the service. It also gave some numerical information about the service. * Information we have about how the service has managed any complaints. * Surveys that we have received from people who use 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 on 5 March 2009. * 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 gave us all the information we asked for. They told us what they do well: We provide good quality individual care to the people that use our service. We work well as part of a multi disciplinary team to provide a range of services within our home these include, respite and crisis care. We do our best to meet the individual needs of the service users including their social, emotional, cultural, recreational and personal needs. Staff deliver good standards of care to the service users in a respectful and dignified manner. We work closely with other agencies and are able to provide person centred care, meeting the wishes of service users who are at end of life. We have an activities programme that is varied we have regular outings, in house entertainment and events. The activities programme is reviewed regularly with the service users. We have a welcoming, relaxed and happy home where we encourage service users and their families to share their concerns or suggestions. We have a motivated and skilled team who are committed to improve the service we provide. We have a strong and effective management team who are also committed to improving what we do, working with the staff with the aim of moving the home from being good to excellent. We often get feedback from members of the public saying that Annual Service Review Page 4 of 7 Wick House has a good reputation out there when people visit the home they say what a lovely atmosphere it has, staff are welcoming and there is always lots of interaction between staff and service users. This is what we do well, we endeavour to meet the service users social needs and enrich their lives. The home is fresh, welcoming and spacious with lots of communal space for the service users to enjoy. The service users rooms have been decorated to their choice, they were able to choose the decor from a range of colour schemes and soft furnishings. We have rooms for specific purposes such as an activities and therapy room. We have dining space where service users and their families can enjoy having a meal in private. They gave us information about improvements in the last twelve months: We have appointed to our vacant Housekeeping posts, This has reduced the number of agency housekeepers working within the home. We now have two staff training to be Oral Health champions. They also told us what they could do better: Our aim is to increase in the number of End of Life plans for service users. We will give both service users and their families more information about End of Life planning and the process it takes. This will hopefully make service users feel more comfortable with the process and enable us to meet peoples wishes at end of life. We received 17 surveys from people who live in the home. They told us that they receive the care and support that they need and their health care needs are met. They said that staff listen and act upon what they say and are always available when they need them. People told us that there were activities that they could take part in and they enjoyed the meals. They knew who to speak to if they were not happy and all but one knew how to make a complaint. In the surveys we asked people what the home does well. They told us: Everything. They look after us well. Very well. Always willing to help and listen. I like it here. Nice and clean and good food. Staff and others are very friendly. Looks after us. Caring. Looks after us well. We get meals regularly. If unwell they seek advice from doctors. A great support. Looks after us. In general very pleasant and a lot of people to lean on also help individual. Good effort by all. Taking care of me. Im very happy here everyone is very kind. I have been here since February. I like living here, I was in hospital I was glad to get home. Looks after us and has helped me after my rocky start. Makes me feel at home. Friendly, always helped me when I need it. We also asked them what the home could do better. Comments included: More staff. Nothing really its perfect. Nothing, all very nice and helpful. I enjoy it here. More bingo. I dont think so. Agency staff do not seem to be as caring as the council staff. Nothing, but would like the staff to spend more one-to-one with us instead of rushing around all the time. Five people said nothing. Annual Service Review Page 5 of 7 We also received surveys back from 12 relatives. They all spoke very highly of the care that was provided by the staff at Wick House and most said that the home was kept clean and the food was very good. One relative commented that at times the cleanliness was not good in their relatives room and the communication between some staff and their relative was not good. Another relative commented that more effort could be put into encouraging people to eat an adequate diet. A third relative commented that some agency staff were in a rush when caring for their relative. 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. We are confident that they will address any shortfalls identified in this report. We looked at the information in the AQAA, the surveys and all the information we have received over the last year. Our judgment is that the home is still providing a good service and that they know what further improvements they need to make. What are we going to do as a result of this annual service review? We are not going to change our inspection plan. 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 who use 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. 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