Latest Inspection
This is the latest available inspection report for this service, carried out on 21st October 2009. it is an annual review prepared by CQC after examining previous reports and information from the provider. At the time of this report, CQC judged the service to be Good.
The inspector made no statutory requirements on the home as a result of this inspection
and there were no outstanding actions from the previous inspection report.
For extracts, read the latest CQC inspection for Willow Court.
Annual service review
Name of Service: Willow Court The quality rating for this care home is: The rating was made on: two star good 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: Peter McNeillie Date of this annual service review: 0 8 1 0 2 0 0 9 Annual Service Review Page 1 of 7 Information about the service
Address of service: Charlton Road Andover Hampshire SP10 3JY 01264325620 01264326623 jo.badby@hants.gov.uk 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: Hampshire County Council Number of places (if applicable): Under 65 Over 65 66 0 0 66 The maximum number of service users to be accommodated is 66. The registered person may provide the following category/ies of service only: Care home with nursing - (N) 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 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 Willow Court which was first registered in 2005 is a purpose built residential home owned and managed by Hampshire County Council who are also responsible for a number of similar homes throughout Hampshire. The home is registered to provide accommodation support and nursing care for up to 66 persons over the age of sixty five years some of whom may have dementia. All residents are accommodated in single rooms equipped with en-suite facilities on
Annual Service Review Page 2 of 7 two floors in seven separate living units with their own lounge, kitchen and dining facilities. Sited adjacent to Andover War Memorial Hospital the home is on a main bus route within five minutes of Andover town centre and community facilities. 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 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 and staff. 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. We looked at the information in the AQAA and our judgement is that the agency is still providing a good service and that they know what improvements they need to make. Responses by staff and residents our satisfaction survey was positive. Staff told us: prior to be employed criminal record bureau cheks and references were carried out, they received a good induction and training, are well supported and are aware of the procedures to follow should they suspect any residents is being abused. Residents or their representatives, wrote Personal care is good, could not fault the meals, Treat the residents well with kindness, also listen to them, Willow Court has very caring staff, It is a pleasure to talk to staff and management, they make themselves available when needed. In their AQAA the home 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; Corporate Equality Policy http:/www@.hants.gov.uk/adultservices/aboutas/departmental-procedures-main/adults-procedures.htm information available to the public also available in hard copy from Adult Services offices. http:/intranet.hants.gov.uk/adult-services/equalities-2.htm information for HCC staff. Residential, Nursing and Day Care Practice Manual V.2/3 http:/intranet.hants.gov.uk/adult-services/procedures-polices.htm Whilst we apply these policies for both residents and staff in this home, including in our recrutiment programme, we do not enquire about the specific gender identity and sexual orientation of the residents and staff, and may not have this information unless they choose to disclose it, or it becomes evident as part of their care planning. The Annual Service Review Page 4 of 7 Corporate Equalities Officer, informed by legislation, research and stakeholder consultation, regularly updates this policy. We will undertake a Race & Equality Impact assessment, as a systematic way of finding out whether an existing or proposed policy or strategy of our service will affect different groups differently. In this way we are able to challenge and eradicate any residual institutional discrimination in this home, and ensure that policies, services and strategies do not, and will not, impact in a discriminatory way. Link http:/intranet.hants.gov.uk/adult-services/equalities-2/race2/impact-assessment.htm We ensure that specific cultural and religious needs are incorporated in our care planning. (Residential, Nursing and Day Care Practice Manual V.2/3) http:/intranet.hants.gov.uk/adult-services/procedures-polices.htm We actively encourage the involvement of carers, family, friends and community groups in the daily life of the residents. We are able to provide specific issue training for our staff where necessary, and when possible we prefer to undertake this in liaison with the community. Changes In response to specific needs of the residents of this home we have identified the key personnel in the community for religious/faith beliefs. A named local church leader is our main point of contact who will help to identify with us a range of other faith leaders in the area as necessary. Our diverse work force is reflected in our management team :ie gender, culture and experience. All of our staff receive Equality and Diversity training. Registered manager attending Managing Equality and Diversity training in September to ensure updated with all current legislation and information. Further training provided via Train the Trainer for Equality and Diversity is planned in the next few months,this information can then be cascaded to other staff. In their AQAA the home also informed us since the last inspection the following changes/improvements have been implemented: Our end of life care has become well established and we genuinely feel we have a strong team who lead this work and train others to be skilled in this area. Feedback from families and friends is always complimentary and positive. Relatives of residents who have died here have become volunteers and still offer their services at fundraising events etc. They also come back to visit staff and residents who they have got to know whilst visiting their own relatives. We are now fully involved in obtaining Gold Standards Framework accreditation. We have had student nurses here for placement at varying stages of their training and have generally good feedback from them all. Two more of our staff have achieved their mentorship qualifications. We are recognised as a good training environment, providing a wide range of experience with a variety of individual profiles. We would like to continue to build upon this reputation. The activities programme has widened with its varied entertainment purchased to enhance the social side of care. We look at individual requirements of residents when planning activities to ensure we cater for all tastes. We have had students and pupils attend from colleges and schools for work experience, and a few have asked to return as volunteers and even future staff. Have received excellent feedback from the students. Future plans include: Continue to develop staff skills and offer opportunities to do this. Develop lead nurses in areas of specialism i.e.: Diabetes, infection control, tissue viability etc. We would like to offer more events in the home involving relatives as much as possible. It is also important to raise funds to keep our amenities fund prosperous, enabling us to offer even more activities to our residents. Stricter absence management monitoring
Annual Service Review Page 5 of 7 following HCC policies and procedures. Use complaints database to record any complaints that are made. Use training pathways for all staff and use training tracker to highlight when next training due. More staff to become mentors so we could have more student nurse placements at one time. The home has shown that they have managed issues well. No complaints have been received by CQC or CSCI (the previous regulator) since the last inspection. They work well with us and have shown us that their service continues to provide good 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 8th September 2010. 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. 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). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. Annual Service Review Page 7 of 7 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!
