Archived: Rosebank Park

Updated 27 July 2018

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This was an announced inspection. The provider was given 48 hours' notice of the inspection visit because the service provided was domiciliary care in people's own homes and we wanted to make arrangements to contact people. We also wanted the registered manager to be available in the office on the day of inspection.

The Inspection site visit activity started on 18th June 2018 and ended on 19th June 2018. We visited the office location on 18th June 2018 to see the registered manager and office staff; and to review care records and policies and procedures. It also included talking to staff and people who resided at Rosebank Park in the extra care service as the main offices were located at that site. Additionally telephone calls were made to people and relatives.

The inspection was completed by one inspector, who completed the site visit on the first day of inspection. Phone calls to people and relatives, were made on the second day of inspection by an expert by experience. An expert-by-experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Prior to our inspection we reviewed the information we held about the service, including previous inspection reports. We contacted the local authority to obtain their views about the care provided. We considered the information which had been shared with us by the local authority and other people, looked at safeguarding notifications which had been submitted. A notification is information about important events which the provider is required to tell us about by law.

A Provider Information Return (PIR) was not requested prior to the inspection. This is a form that would usually ask the provider to give some key information in relation to the service, what the service does well and what improvements need to be made. This was because the scheduled date of the inspection changed. We would normally gave the registered provider the opportunity to provide us with some key information about the service, such as what the service does well and any improvements they plan to make. We would then use all of this information to plan how the inspection should be conducted.

We met with four people and one relative to gain their views about the service. We observed people in the communal dining room area at the lunchtime meal and observe staff interaction. We also met with and spoke to four care staff, the care co-ordinator, the registered manager, the general manager and the head of service. Additional phone calls via telephone were made to 10 people, two relatives, and eight people who used the service.

During the inspection we looked at a variety of records. These included care records relating to five people, five staff recruitment and training records. We also viewed other documentation which was relevant to the management of the service.

Updated 27 July 2018

Rosebank Park is a domiciliary care agency. It provides personal care to older people living in one independent living, extra care scheme which has two buildings at the same site and is located in Harwich, Essex. There are 70 flats overall, 58 are located in the main building and 12 were in the smaller building. People using the service lived in 48 of the occupied flats in the main building. The whole of the smaller building (12 flats) were vacant on the day we visited.

This service provides care and support to people living in specialist ‘extra care’ housing. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. The accommodation is bought or rented, and is the occupant’s own home. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing; this inspection looked at people’s personal care and support service.

Not everyone using Rosebank Park receives personal care; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. At the time of the inspection the registered provider was providing support to a total of 48 people in the independent living, extra care schemes.

The service has not been inspected before and this was the first rated inspection for the service. At this inspection we found the service had attained a rating of ‘Good’'.

People felt safe when staff supported them. Staff knew who to contact if they had concerns about people's safety. Risks to people's health and safety were assessed and acted on. Safe staff recruitment processes were in place. Enough staff were available to meet people's needs. Staff understood how to reduce the risk of the spread of infection.

Safe medicine management processes were in place and people received their prescribed medicines safely. Processes were in place to investigate accidents and incidents appropriately.

People's care was provided in line with current legislation and best practice guidelines, without discrimination. Staff were well trained and their performance was regularly assessed.

People's food and drink intake was monitored to ensure conditions such as diabetes were managed effectively.

Effective relationships with external health and social care organisations were in place and people's health was regularly monitored. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; there were policies and systems in the service support this practice. We noted the principles of the Mental Capacity Act 2005 had been correctly applied when decisions were made for people.

People felt staff treated them well and were kind, caring and respectful. Staff were compassionate and offered people reassurance when needed. Information about how to contact an independent advocate was available in communal areas. Staff treated people with dignity and formed positive relationships with them. People's confidential records were treated respectfully and stored securely.

Prior to starting with the service, people's needs were assessed and care plans developed to enable staff to respond to their needs. Staff monitored people's changing health well. External professionals were requested to offer guidance and support for people and staff. People's individual preferences had been taken into account when their care was planned. People's cultural and religious needs were discussed with them and staff were aware of the support needed with this. People were treated equally, without discrimination and systems were in place to support people who had communication needs.

People felt able to make a complaint and were confident it would be dealt with appropriately. People felt their opinions mattered and told us they enjoyed living at Rosebank Park.

Staff enjoyed their jobs and felt valued. Excellent staff performance was rewarded. People and staff told us they would recommend this service to others. The registered manager was a visible presence and worked hard to implement the provider's values into the service. The registered manager and the provider continually looked to improve the service. Quality assurance processes were in place and these were used to effectively drive improvement.