Care Home: Willowdale Lodge

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Annual service review Name of Service: Willowdale Lodge 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: Vicky Dutton Date of this annual service review: 2 4 0 2 2 0 1 0 Annual Service Review Page 1 of 7 Information about the service Address of service: 21 Cromer Road Southend On Sea Essex SS1 2DU 01702469547 NoFax(13.09.01) willowdale@hotmail.com Telephone number: Fax number: Email address: Provider web address:   Name of registered provider(s): Conditions of registration: Category(ies) : old age, not falling within any other category terminally ill Conditions of registration: Mrs Sara Emma Quick Number of places (if applicable): Under 65 Over 65 0 14 14 0 Maximum number to be cared for shall not exceed 14. No more than four service users under the age of 55, who require terminal illness care to be accommodated at any one time. No more than two service users who are under the age of Fifty-Five years and who require general nursing care to be accommodated at any one time. Nursing and personal care to be provided for up to 14 older people. Nursing care for service users with a terminal illness shall not exceed 14. Terminally ill to include service users over the age of 55. 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: Since the last review of the service the established registered manager has left. Date of last key inspection: Date of last annual service review (if applicable): Brief description of the service Annual Service Review Page 2 of 7 Willowdale Lodge provides personal care with nursing and accommodates for up to fourteen older people. The home is situated in a residential area of Southend on Sea, close to shops, public transport and the seafront. The home provides five shared bedrooms and four single bedrooms, a lounge area and dining room. Residents also have access to a rear garden. The range of fees for accommodation at the home are £550.00 - £675.00 per week depending on the type of bedroom requested and the level of care required. Additional charges should be discussed directly with the home. A copy of the homes Statement of Purpose and Service Users Guide is available from the home upon request. The home also has an attractive coloured leaflet that provides details about the home. The above information about fees was correct at the time of the last key inspection. For current information please contact the home. 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. This included: The annual quality assurance assessment (AQAA) that was sent to us by the service. The AQAA is a self-assessment tool that providers are required by law to complete. It focuses on how well outcomes are being met for people using the service. It also gives us some numerical information about the service. Surveys returned to us by people using the service and from other people with an interest in 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 report. What other people have told us about the service. We had a telephone conversation with the manager at Willowdale Lodge to discuss some specific issues. What has this told us about the service? The last key inspection for this service took place on 4th February 2008. This is when the current 2* rating was made. An annual review of the service was undertaken on 9th December 2008. The home sent us their annual quality assurance assessment (AQAA) when we asked for it. Although fully completed by the provider, the AQAA was completed very briefly and did not give us sufficient detail about how the home operates and is functioning. For example the staffing section did not reflect recruitment practice or staff training and support. The AQAA identified that some improvements have been made. Improvements however mainly seemed to relate to changing and developing attitudes such as, We have become more aware of residents needs and more aware of the need to document things. I hope we have also started to recognise that an activity is more than just a game of bingo, but about recognising an individuals personal preferences and requirements, and, I feel our ethos has strengthened and we do really try to think how those we care for feel. The AQAA recognised where the home can continue to improve such as re-training staff in person centred care, to produce new brochures, and make needed improvements to the environment for the benefit of residents. In discussion with the manager they identified that many changes and improvements had been made at the home. Care planning systems have been reviewed, improved and become much more person centered. The environment has been improved by the fitting of new carpets in some communal areas. The manager undertook to send us a list of all the improvements and changes made over the last year. We looked at all the information in the AQAA and considered our discussion with the manager. Our Annual Service Review Page 4 of 7 judgement is that overall the home is still providing a good service, and that they know what further improvements they need to make. The previous inspection identified that Willowdale Lodge had systems to monitor the quality of the service in place. People had opportunities to say how they found the service, and to have their views listened to. Opportunities for people to express their views may have improved. The AQAA told us that We now hold resident and relative meetings and notes are taken to record issues and events. The AQAA identified changes made are being planned as a result of listening to peoples views such as more new carpets, and further developing the activities programme. The manager confirmed that robust quality assurance processes are in place. People living in the home have previously told us that they are pleased with the service and happy living in the home. As part of this annual service review we sent surveys to people living at the home, staff, and other involved people to seek their views. Only three surveys were returned to us. Surveys showed that people are still happy with the service provided at Willowdale Lodge. People felt that the the care and support offered was good. People made positive comments such as: The staff are always friendly and very supportive, X likes the meals, the portions are of a good size, and There is a caring approach and staff treat people as individuals. Less positive comments said that the environment could be improved, and that perhaps more activities could be provided. On surveys people said that they knew who to talk to informally and how to make a complaint. The AQAA confirmed that We have an open and robust complaints procedure in place. The AQAA said that three complaints had been received in the last 12 months. One concern was been raised with us (CQC) about the service in the last 12 months. From information on the AQAA staffing at the home seems stable with a very low turnover. This is positive and will provide consistency for residents. The home was affected by the loss of their established manager this year, but the provider feels that the home is now back on track. It was said that residents had commented that It is nice to hear staff singing and laughing again. The last key inspection of the service identified that the home was well and effectively managed. Although the manager at the home has changed the ownership remains the same. The provider is very involved with the home on a daily basis and this had provided consistency during a time of change. Information looked at for this review and discussion with the manager indicates that the effective management of Willowdale Lodge is continuing. The home continues to keep us informed of events happening in the home. This led us to identify that there was an above average death rate at the service. The provider and manager were co-operative in working with us and provided additional information. This showed that people moving into the home are often very frail with specific medical conditions. The home provides nursing and palliative care. We discussed this area of care with the manager. They confirmed that established end of life pathways and plans are in place for all residents. Staff have been trained in palliative care. Discussion with the manager demonstrated their commitment to providing a high level Annual Service Review Page 5 of 7 of care, support and service to people living at Willowdale Lodge. They have shown us that their service continues to provide positive outcomes for the people who use it. 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 4th 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. 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. © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. 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