Telford Centre (Care Home) Care Home Service Abertarff Place Fort Augustus PH32 4DR Telephone: 01320 366511 Type of inspection: Unannounced Inspection completed on: 26 May 2017 Service provided by: NHS Highland Service provider number: SP2012011802 Care service number: CS2012307272
About the service The Telford Centre is a care home registered for ten older people. This service registered with the Care Inspectorate on 30 March 2012. The provider is NHS Highland. The Telford Centre is a two storey purpose-built facility which was registered to provide a care home and support service. It was located in a quiet residential area of Fort Augustus close to local amenities and transport links. The building was situated within its own grounds with parking facilities to the front. There was a large enclosed garden to the rear of the centre and this extended round the sides of the centre. The accommodation has ten en-suite rooms. There was a large open plan dining area with good disabled toilet facilities on the ground floor. There were several small sitting areas on both the ground and first floors. There was a passenger lift and stair access between the ground and first floor. The service's aims and objectives were to provide a service which would assist and enable all residents to enjoy an enhanced quality of life; and to provide a safe, supportive and stimulating environment in which all residents are encouraged to achieve their goals and maximise their potential. There were 10 people using the care service at the time of the inspection. What people told us We spoke with five people who were using the service. Two people using the service and two relatives returned completed care standard questionnaires to us. Everyone who returned questionnaires told us overall they were happy with the quality of care they received at the Telford Centre. People using the service we spoke with told us they were very happy with the service they received. They spoke highly of the staff telling us, 'they are second to none', 'if anyone deserves an accolade it's them' and 'you couldn't get better'. People told us they food was 'excellent', 'delicious' and one person compared it to the Hilton. Relatives of people using the service told us: 'The care is excellent and the staff A1. Could not ask for better. Thank you' 'My mother is very well cared for and is treated as an individual. Staff listen and act on any issues related.' One relative spoke of the very good relationship her mother had with the regular staff and how her mother enjoyed going out in the minibus. Self assessment The service had not been asked to complete a self assessment in advance of the inspection. We looked at the methods the service was using to monitor the quality of the service they were providing. The service discussed with us what they had been doing and what they were currently working towards to make improvements for people living, visiting and working in the Telford Centre. From this inspection we graded this service as: Quality of care and support 5 - Very Good page 2 of 6
Quality of environment Quality of staffing Quality of management and leadership not assessed not assessed 5 - Very Good What the service does well We found the quality of the service was very good. Interactions between staff and people using the service were very good and there was a happy atmosphere within the home. Staff supported people in a kind and caring manner and people looked well cared for. The staff team was well established and clearly knew the people using the service well. Staff sought advice from other health professionals, where needed and followed their advice and treatment to support the health or well-being needs of people using the service. Management and staff were working on improving the care plans and making these more person centred. This will ensure that people's individual care plans have clear information on their preference, choices and the specific care and support they need. People we spoke with were very complimentary about the staff and the care they received. Mealtimes were pleasant, sociable occasions. Staff supported people who needed assistance with their meals and did this in a pleasant, dignified manner. People had a choice of where they ate their meals. They often chose to join people attending the lunch club or support service in the centre's communal dining room on the days these operated. This helped people using the service to maintain previous friendships and hear the local community news. People told us how much they enjoyed the food. The meals smelt appetising and were nutritious and well presented. People's preferences and requirements were taken account of and the menus were currently being reviewed to enhance them further. Staff organised activities and continued to develop these and increase involvement with the local community. People chose how much they wanted to be involved with activities and entertainment within the home. People got pleasure from and enjoy using the enclosed gardens which they could access freely from the main building. There were several areas for people to sit, including the summer-house. The home was well-managed and there was a commitment by those involved to provide good quality care and to look at ways they could continue to improve the service for the people using it. The service had continued to use 'My home life' approach as a way of monitoring and enhancing the quality of the service and improving communication. This approach has continued to have a positive influence on the management of the service and has enhanced the communication and relationships between people living at the Telford centre, their families, visitors and staff working in the care service. People were encouraged to share their views and felt listened to. The management regularly monitored the quality of different areas in the service and received audits and inspections from outside agencies. The management addressed areas where a need for improvement was identified. The management were receptive to feedback and keen to improve the service. The management and staff worked with us in a positive manner and were helpful in providing the information we requested. What the service could do better page 3 of 6
Although staff clearly knew the people using the service well this was not always reflected as well in the care documentation. Specific information and sufficient detail should be included in the care plan, for example the individual way staff support people, specific equipment or care products in use or specific information staff might need about certain types of prescribed medications. The management envisaged the introduction of the new care plan format would improve this and help staff to develop the care plans with the person using the service and relatives as much as possible. Information should be regularly reviewed with people suing the care service to ensure that it is up-to-date and current. (See recommendation 1) The service should continue to review and develop activities on a one to one basis and build on the very good standard of care at the Telford Centre Care Home. The action plans to address areas for improvement through audits findings should be more specific, measurable and have timescales for completion. Responsibility for carrying out the required action and for evaluating whether this action has been effective should be clear to ensure the desired improvement has been achieved. The identified areas for improvement represent improvements to be made on already very good performance and not on weak performance. The service should continue to take opportunities to improve and strive to raise performance. The management and staff should develop a service development plan based on their self assessment of the service, involvement of people using the care service and improvement plans to enhance the quality of the service. Requirements Number of requirements: 0 Recommendations Number of recommendations: 1 1. The management and staff should ensure that: a) People using the service receive a review of their plan of care no less than every six months. b) The staff carry out the review with the person using the service and their representative. c) Where relevant, other people involved in the persons care are involved with the review. d) Staff maintain comprehensive review records. National Care Standards care homes for older people, Standard 6: Support arrangements. National Care Standards care homes for older people. Standard 14: keeping well - healthcare. Complaints There have been no complaints upheld since the last inspection. Details of any older upheld complaints are published at www.careinspectorate.com. page 4 of 6
Inspection and grading history Date Type Gradings 26 Aug 2016 Unannounced Care and support Management and leadership 2 Feb 2016 Unannounced Care and support Management and leadership 3 - Adequate 26 Nov 2014 Unannounced Care and support Management and leadership 26 Feb 2014 Unannounced Care and support 5 - Very good 5 - Very good Management and leadership 17 Jan 2013 Unannounced Care and support Management and leadership page 5 of 6
To find out more This inspection report is published by the Care Inspectorate. You can download this report and others from our website. Care services in Scotland cannot operate unless they are registered with the Care Inspectorate. We inspect, award grades and help services to improve. We also investigate complaints about care services and can take action when things aren't good enough. Please get in touch with us if you would like more information or have any concerns about a care service. You can also read more about our work online at www.careinspectorate.com Contact us Care Inspectorate Compass House 11 Riverside Drive Dundee DD1 4NY enquiries@careinspectorate.com 0345 600 9527 Find us on Facebook Twitter: @careinspect Other languages and formats This report is available in other languages and formats on request. Tha am foillseachadh seo ri fhaighinn ann an cruthannan is cànain eile ma nithear iarrtas. page 6 of 6