Alsley Lodge: Raycare Limited Enter and View Report

AlsleyLodge:RaycareLimited
EnterandViewReport
21StationRoad
Rufford
L401TB
Contact Details:
Staff met during visit:
RegisteredManager:CarrieHowarth
Thursday28thJuly201610.30am-12.30pm
Date and time of visit:
Healthwatch Lancashire Authorised
Representatives:
V1.1
LindaBrown
BeckyWillshaw(Lead)
NatalieCotterell
DoreenLee(Volunteer)
Healthwatch Lancashire Enter and View Report
Introduction
ThiswasanannouncedEnterandViewvisitundertakenbyauthorisedrepresentativesfromHealthwatch
Lancashirewhohavetheauthoritytoenterhealthandsocialcarepremises,announcedorunannounced,
toobserveandassessthenatureandqualityofservicesandobtaintheviewofthosepeopleusingthe
services.
ThisvisitwasarrangedaspartofHealthwatchLancashire’sEnterandViewschedule.Theaimistoobserve
services,considerhowservicesmaybeimprovedanddisseminategoodpractice.TheteamoftrainedEnter
andViewauthorisedrepresentativesrecordtheirobservationsalongwithfeedbackfromresidents,staff
and,wherepossible,resident’sfamiliesorfriends.
Theteamcompileareportreflectingtheseobservationsandfeedback,makingcommentwhere
appropriate.Thereportissenttothemanagerofthefacilityforvalidationofthefacts.Anyresponsefrom
themanagerisincludedwiththefinalversionofthereportwhichispublishedontheHealthwatch
Lancashirewebsiteatwww.healthwatchlancashire.co.uk
DISCLAIMER
Thisreportrelatesonlytotheserviceviewedatthetimeofthevisit,andisonlyrepresentativeofthe
viewsofthestaff,visitorsandresidentswhometmembersoftheEnterandViewteamonthatdate.
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Healthwatch Lancashire Enter and View Report
GeneralInformation
AlsleyLodgeisprivatelyownedbyRaycareLimitedwithplacesfor32residentsandafurtherroomfor
respitecare,withnovacanciesatthetimeofourvisit.Thereisalongwaitinglistforthehome.Carrie
HowarthistheregisteredManager.
Informationobtainedfromthehomeswebsitestatesthatthehomeprovidescareforolderpeopleand
thosewithdementia.
AlsleyLodgeisinthevillageofRufford,nearOrmskirkandBurscough.Thehomeisapurposebuiltcare
hometoprovideaccommodationforolderpeoplewhoneedassistancewithpersonalcare.Thehomeison
onelevelsituatedwithinitsowngrounds.
Acknowledgements
HealthwatchLancashirewouldliketothankCarrieHowarth,togetherwithstaff,residentsandvisitors,for
makingusfeelwelcomeandtakingpartinthevisit.
Methodology
TheEnterandViewteamvisitedonThursday28thJuly2016.
Wespoketosevenresidents,wherepossible,structuringourconversationsaroundaquestionnaire
coveringfourthemes(Environment,Care,NutritionandActivities)designedtogatherinformation
concerningresidentsoverallexperienceoflivingatthehome.
Inaddition,wespoketothreemembersofstaff,andtworelatives.Theteamalsorecordedtheirown
observationsontheenvironmentandfacilities.
Theseobservationswerescoredonascaleof1to5:
1=Poor,2=BelowAverage,3=Average,4=Good,5=VeryGood.
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EnterandViewObservations
Pre visit Theteamevaluatedseveralareaspriortoourvisitincludingwhethertherewasabrochureandwebsite
thatprovidedinformationaboutthehomeanditsfacilities;togetherwiththemannerofresponsetoany
telephoneenquiries.
AlsleyLodgehasitsowndedicatedwebsitewhichcontainsmanypicturesanddetailedinformationabout
thehome,althoughwenotedthatthestaffsectionwasoutofdate.Abrochureisnotavailable.All
telephoneenquirieswereansweredquicklyandthemanagerwasavailable.
Theprevisitwasscoredas4.5/5
Location
AlsleyLodgeissituatedinthevillageofRuffordnearthemainroadwithamarinaoppositethehome.A
caféisavailableonthemarina.Anearbygaragewithasmallshopiswithinwalkingdistancetothehome,
othershopsandfacilitiesarearoundfiveminutes’driveaway.
Thehomehasampleparkingtothefrontofthebuildingbutdidnotappeartohaveanydesignated
disabledspaces.Thehomeisveryclearlysignpostedfrombothendsoftheroadandthereisasignonthe
frontofthebuildingdirectingvisitorstotheentrancedoor.
Thelocationwasscoredas5/5
External environment
Theexternalenvironmentiswellmaintainedwithlawnsandhedgesliningthefrontofthebuildingwith
seatingtositoutatthefrontifdesired.Thereisanattractiveareainfrontofreceptionwithawater
fountain,flowersandshrubbery.Theentrancehasdisabledaccessviaalargerampwithhandrailsleading
tothefrontdoorwhichissecureandhastobeopenedfromtheinside.
Totherearofthepropertythereisalargegardenareawithapergolaandpatiowhichoverlookthehome
andthesurroundingruralarea.Themanagertoldusthatalargegardenwallareaistobepaintedtodepict
arowofshopsforreminiscence.Residentshavechosentheshoptheywishedtohaveandthreeshop
typeshadbeendecidedupon.Itwasnotedthattherearecomfortabletablesandchairsinthegardenfor
residentstoenjoy.Alargesweetcartwasalsopresentinthegardenhavingrecentlybeenpaintedandwill
beusedforeventssuchastheupcomingsummerfeteontheSaturday.
Theexternalenvironmentwasscoredas5/5
Internal environment, reception area and first impressions
Ourteamofrepresentativesweregreetedbyamemberofstaffwhothennotifiedthemanagerofour
arrival.AcentraldoorsystemwithinAlsleyLodgepreventsallouterdoorsfrombeingopenedfromthe
insidebutallowsvisitorstocomeandgo.Thereisnodesignatedreceptionbuttheentranceporchand
atriumareaishomelyandwelcoming.Asigninginbook,handsanitizerandorganisednoticeboardswith
relevantanduptodateinformationareondisplayinthisarea.Asmalltraditionalstylesweetcartona
pedestalwasavailableforresidentsandvisitorstohelpthemselvesonarrival.
Thefrontinnerdooropensontospaciousareawhereanumberofsofaseatsmakeupaloungewhichis
brightandairyduetotheconservatorystyleroof.TheHealthwatchLancashireposterwasoncleardisplay
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Healthwatch Lancashire Enter and View Report
closetothefrontdoor.Noticeboardswithinthisareashowtheactivitiesavailableandphotographsof
recentactivitieswhichhavetakenplace.
ThemanagershowedusthroughtoasmallquietloungeareawheretheHealthwatchteamwereoffered
refreshments.Apleasantandcleanodourwasevidentonarrivalandthroughoutthehome.
Theredidnotappeartobeanoticeboardofkeystaffwithnamesandphotographswithinthehome.
InternalEnvironment-FirstImpressionsscoredas4/5
Corridors and bathrooms
Communalareasarebrightandspaciouswithnewcarpetsthroughoutthecorridorsandseatingareas.The
managerexplainedthatthecarpetshadbeenchosenwithoutapatternafterconsultationwithresidents,
friendsandstaffasitwasmoredementiafriendly.Thecorridorshavehandrailsandarewideenoughfor
wheelchairsandwalkerframestopassthrougheasily.Thetemperatureofthehomewascomfortableon
thedayofourvisit.Handgelisavailablethroughoutthehomeonwallswithincorridors.Pictures,
canvassesandotherdecorativefeaturesmadetheseareasfeelhomelyandmanyresident’sdoorswere
personalisedtoaideasyidentification.
Bathroomsandtoiletswerefoundtobenearcommunalareaswithclearpictorialsignageandcontrasting
toiletseats,inred,makingthemdementiafriendly.Thetoiletsandbathroomsviewedweremodernand
cleanwithsuppliesofsoap,toiletroll,handtowelsandglovesstoredtidily.Aseparatestafftoiletwas
closedwithakeypadforaccess.
Thecorridorsandbathroomareaswerescoredas5/5
Lounges, dining and other public areas
Severallargepublicareasareavailablewithamainloungeincludingseparateseatingdivisions,witha
furthertwosmallerseatingareasforacceptingvisitors.Theloungeshaveamplecomfortableseatingwith
homelytouches.Adedicatedactivitycornerwithtableandchairsissetuptoencourageresidentstouse
someoftheactivitiesonoffer,suchasajigsawandpaintingmaterials.Therewasevidenceofan
abundanceofactivitymaterialavailableforusebythecoordinatorandresidentsinthisarea.
Thediningroominthecentreofthebuildingactedasahubofactivityforvisitorsandstaffhavingabreak.
Thediningroomispleasantwithenoughplacesforresidentstositatmealtimes.Musicplayedthrough
speakersandcontributedtoarelaxedatmosphere.Thetablesweresetwithtablecloths,flowersandplace
matswhichcontrastedforeasyidentificationforresidentswithdementia.Restaurantstylemenusareon
thecentreofeverytablewithaclearmenufortheweekandtwooptionsforeachmeal.Breakfasthad
severalhotandcoldoptionsdaily.Diningthemedwallmountsandpicturesinthisareamadeitfeel
particularlyhomely.
Thelounges,diningandotherpublicareaswerescoredas5/5
Observations of resident and staff interactions
Thereappearedtobeenoughstaffondutywhointroducedthemselvesandwerefriendlyandwelcoming
throughoutourvisit.WewerefirstintroducedtotheActivitiesCoordinatorandtheHeadofHousekeeping.
Themanagerexplainedthatthechefisfulltimeandaskseachresidentdailywhattheywouldlikeforlunch
andeveningmealsfromthechoicesonthemenu.Itwasnotedthatresidentswereseentobegiven
attentionquicklywhentheyrequiredassistancebystaff.
Residentswereobservedengaginginchairbasedexercisewhichwasfacilitatedbyanoutsideprovider.
TheActivitiesCoordinatortoldusthattherearetwochairbasedexercisesperweekwhichresidentsenjoy
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inadditiontothevariedoutingsandactivitiesonofferwithinthehome.Theactivityboardincludesadaily
breakdownintomorning,afternoonandeveningactivities.Thereisawrittenandpictorialcardforeach
activitywhichincluded;pettherapy,chairexercise,manicures,carpetbowls,puzzles,singing,Friday
evening‘fishandchipsupper’aswellasmanyothers.Cardsmadebyresidentsareavailabletobuy.
AnewsletterforAlsleyLodgewasdisplayedwiththe‘SummerMonths’eventsandalistofresident’s
birthdaysfortheseason.
Residentsappearedtoreceivepersoncentredcarefromallmembersofstaffincludinghousekeeping,chef
andstaff.Thiswasevidencedbystaffknowingresident’snames,likesanddislikesintermsoffood,daily
routineandinterests.
Residentandstaffinteractionswerescoredas5/5
Overall the Enter and View
Project Officers rated the
environment and facilities as 4.8
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Healthwatch Lancashire Enter and View Report
Environment
Summaryofresponsesfromsevenresidents
• Allrespondentswerehappywiththeirrooms.
• Allrespondentsfelttheyhadprivacyintheirownrooms.
• Allrespondentsthoughtthehomewaspleasantandclean.
• Allbutonerespondentstoldustherewasaquietloungeavailableforthemtouse.
• Allbutonerespondenttoldustherewasagardenwheretheycouldsitout.
Quotesfromresidents:
“Idon’twanttogohome;myhomewillseemlikeadungeonafterbeinghere.”
“I’mveryhappywithmyroom,therearenoproblems.”
“Ihaveenoughprivacy.”
“Itisverycleanhere.”
“Thehomeisspotless.”
“IhavemyownroomwhereIgotohavequiettime.”
“Thegardenisnicetousewhenitisn’training.”
“Imeetverynicepeoplehere.Thegardenislovelyiftheweatherisnice.Activitiesareverygoodand
Debbieisverygood.”
“Thereisalwayssomeroomforimprovement.”
“ThisisthebestcarehomeI’vebeento.Iusedtocomeherewithmyhusbandjustforadrink.Ican’tfault
it.”
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Care
Summaryofresponses
• Allrespondentsfelttheyaretreatedwithdignityandrespect.
• Allrespondentssaidtheycouldtalktoamemberofstaffiftheyhadanyconcerns.
• Allrespondentstoldustheyfeltsafe.
• Allrespondentstoldusthatcallbellsandrequestsforhelpwereansweredinatimelymanner.
• Allrespondentstoldustheyhaveachoiceaboutwhentheygetupandgotobed.
Quotesfromresidents:
“Iamdefinitelytreatedwithdignityandrespect.Theyarelovelyhere.”
“Thestaffdefinitelytreatmewell.”
“AbsolutelyIcantalktostaff;theyaresoapproachable.”
“IfeelIcantalktoalotofthestaff.”
“I’mdefinitelysafe,everyonehereisverypleasant.”
“IhaveonlybeenherefortwoweekssoIhaven’tneededtousemybellbutthestaffarelovely.”
“IonlyhavetowaitafewminutesforsomeonetocomeifIusemycallbell.”
“YesIhavechoiceaboutmydailyroutine,Itendtogetupearlyinthemorning.”
“Iwouldliketogotobedsoonersometimes.”
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Healthwatch Lancashire Enter and View Report
FoodNutrition
Summaryofresponses
• Mostrespondentswerehappywiththefood.
• Allbutonerespondenttoldustheyhadachoiceofmenu.
• Allrespondentssaidtheyalwayshaddrinksavailabletothem.
• Allrespondentstoldustheywereabletochoosewheretheyatetheirmeals–inthediningroomor
intheirownrooms.
Quotesfromresidents:
“Onthewhole,thefoodisgood.SometimesIdon’tlikethechoices.”
“Thefoodisverygood.Absolutelydelicious.”
“Sometimesthemealsareratherrepetitive.”
“Themealscouldbebetter.Theydon’tusesalt.Idon’twantvegetablesbuttheykeepgivingthemtome.”
“Themealsareokay.”
“Themealsareexcellent.YougetamenuandIcan’tfaultit.”
“Therearealwaystwochoices.”
“Wealwayshavedrinksandbiscuits.”
“Youfinishonedrinkandyouareofferedanotherstraightaway.”
“Iusuallyeatinthediningroom.”
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Healthwatch Lancashire Enter and View Report
Activities
Summaryofresponses
• Allrespondentsfoundthestaffhelpfulandfriendly.
• Allrespondentstoldustheycouldhavevisitorsatanytime.
• Allrespondentssaidtherewereactivitiesand/oroutingsavailableforthemtotakepartin.
• Allbutonerespondenttoldusthattheyweresupportedtopursuetheirowninterests.
Quotesfromresidents:
“Mostofthestaffarehelpfulandfriendly.”
“ThestaffarelovelyIcan’tfaultthem.”
“Iwouldliketoseemoredarts.IlovedplayingdartsandIwanttodothathere.”
“Ilikethechairbasedexercises.”
“IamnotverymobilebutIdowhatIcanmanage.”
“Igooutfortripsonmyown.”
“IamnotsureifIamsupportedtopursuemyowninterests,Ihaveonlybeenhereacoupleofmonths.”
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Healthwatch Lancashire Enter and View Report
RelativesandFriendsViews
Summaryofresponses
Twovisitorscompletedthe‘FriendsandFamily’questionnaire.
• Bothrespondentssaidthattheyfeelpositiveinrelationtotheservicegenerally.
• Bothrespondentswereunsureiftheirrelativehadmadefriendsatthehome.
• Bothrespondentsthoughtthattheirrelativefeltsafeattheservice.
• Bothrespondentsfeltthattheyarekeptinformedabouttheirrelativeandinvolvedincareplans.
• Bothrespondentsknewwhatthearrangementswerefortheirrelativeintheeventofan
emergency.
• Bothrespondentsweresatisfiedwiththelevelofsupporttheirrelativereceivesfromotherlocal
healthservicessuchasGPs,dentists,pharmacies.
• Bothrespondentssaidtheyareencouragedtogetinvolvedinactivitiesandeventsattheservice.
• Bothrespondentswouldrecommendthisservicetoothers.
Quotesfromrelativesandfriends:
“Thestaffareexcellent;theycan’tdoenough.”
“Ithinkmymumiswelllookedafter.Sheiscaredforandthereisenoughstimulationwithher.”
“Thereisalwayssomeonearoundmakingsureeveryoneisokay.”
“WithoutadoubtIwouldrecommendthiscarehometoothers.”
“Thefoodisreallygood.Staffarewonderful.OnedayCarriecametopickmeupfromhomeasmycarhad
brokendown.IwasgivenlunchhereandspenttimewithmyfatherandthenCarrietookmebackhome
againafter.”
“Iampleasedthatmyrelativeissafeandwellcaredfor.”
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StaffViews
WehadanopportunitytospeaktothreemembersofcarestaffabouttheirexperienceofworkingatAlsley
LodgeResidentialCareHome.
Summaryofresponses
• Allstaffsaidtherewereenoughstaffwhenonduty.
• Allstafffeltsupportedtocarryoutpersoncentredcare.
• Allstaffthoughttheyhadenoughtrainingtoenablethemtocarryouttheirdutieswell.
• AllstaffreportedbeinghappyworkingatAlsleyLodge.
• Allstaffwouldbehappytorecommendthishometoacloserelative.
Quotesfromstaff:
“Everyonesupportsoneanotherandweworkasateam.”
“Weusuallyhavetwocleanersonintheweekandweekendcleanerstoo.”
“Thereisanopendoorpolicy,dignity,privacyandhowyouwouldwanttobetreated.”
“IworkfulltimeandIhelpwithbreakfasteverymorningsoIgettoknowtheresidentswell.”
“IamtrainedinFirstAidandSocialCare.Wedoonlinetraining.Ihavedone25onlinecourses.Everybody
hastofamiliarisethemselveswithcareplansandhandovers.”
“Wedoonlinetraining.Trainingisanongoingthingreally.”
“Iloveworkinghere!Igettoknowtheresidentsindividuallyandtheirlikesandchosenactivities.”
“Iamveryhappyworkinghere;Ihavebeenhereforfouryears.”
“Iwoulddefinitelyrecommendthiscarehome.Iknowdoctorswhohaverecommendedrelativestocome
here.”
“AbsolutelyIwouldrecommend.”
“Iwoulddefinitelybehappytorecommendthiscarehome.”
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ResponsefromtheManager.
ResultsoftheEnterandViewvisitwerefedbacktoCarrieHowarth,whoprovidedtheresponsebelow.
Internalenvironment,receptionareaandfirstimpressions,
Thereasonwedonothavestaffphotosondisplayareduetoushavingaverylowturnoverofstaffandall
ourstaffhaveembroiderednamesontheuniformwhichmakesitmorepersonal.
Ourwebsiteisbeingupdatedatthiscurrenttimeandshouldbedonewithinthenextmonth.
Weareallverypleasedwiththisreport.
www.healthwatchlancashire.co.uk
[email protected]
Twitter:@HW_Lancashire
Facebook:facebook.com/lancshealthwatch
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