Rannerdale War Veterans Home Limited

Rannerdale War Veterans Home Limited

Introduction

This report records the results of a Surveillance Audit of a provider of aged residential care services against the Health and Disability Services Standards (NZS8134.1:2008; NZS8134.2:2008 and NZS8134.3:2008).

The audit has been conducted by The DAA Group Limited, an auditing agency designated under section 32 of the Health and Disability Services (Safety) Act 2001, for submission to the Ministry of Health.

The abbreviations used in this report are the same as those specified in section 10 of the Health and Disability Services (General) Standards (NZS8134.0:2008).

You can view a full copy of the standards on the Ministry of Health’s website by clicking here.

The specifics of this audit included:

Legal entity:Rannerdale War Veterans Home Limited

Premises audited:Rannerdale War Veterans' Hospital and Home

Services audited:Hospital services - Medical services; Hospital services - Geriatric services (excl. psychogeriatric); Rest home care (excluding dementia care); Residential disability services - Physical

Dates of audit:Start date: 19 November 2014End date: 19 November 2014

Proposed changes to current services (if any):

Total beds occupied across all premises included in the audit on the first day of the audit:46

Executive summary of the audit

Introduction

This section contains a summary of the auditors’ findings for this audit. The information is grouped into the six outcome areas contained within the Health and Disability Services Standards:

• consumer rights
• organisational management
• continuum of service delivery (the provision of services)
• safe and appropriate environment
• restraint minimisation and safe practice
• infection prevention and control.

As well as auditors’ written summary, indicators are included that highlight the provider’s attainment against the standards in each of the outcome areas. The following table provides a key to how the indicators are arrived at.

Key to the indicators

Indicator / Description / Definition
Includes commendable elements above the required levels of performance / All standards applicable to this service fully attained with some standards exceeded
No short falls / Standards applicable to this service fully attained
Some minor shortfalls but no major deficiencies and required levels of performance seem achievable without extensive extra activity / Some standards applicable to this service partially attained and of low risk
A number of shortfalls that require specific action to address / Some standards applicable to this service partially attained and of medium or high risk and/or unattained and of low risk
Major shortfalls, significant action is needed to achieve the required levels of performance / Some standards applicable to this service unattained and of moderate or high risk

General overview of the audit

Rannerdale War Veterans Home Ltd is situated in Riccarton Christchurch and provides residential care for up to 61 residents who require hospital and rest home level care and for younger people with a disability. Occupancy on the day of the audit was 46 residents; 18 receiving hospital level care; 27 rest home care and one younger person with a disability. The facility is owned by The Rannerdale Trust.

Six of the previous seven required improvements have been addressed. Areas outstanding and new areas identified as a result of this audit relate to: privacy in bedrooms; staff training, competencies, job descriptions and performance appraisals; timely provision of services when the condition of a resident changes; review and evaluation of care plans; issues identified related to administration, storage of controlled and other medications and aspects of the medicine records; evidence of a current review of the menu; and cleanliness of the kitchen and storage of food items.

Consumer rights

Includes 13 standards that support an outcome where consumers receive safe services of an appropriate standard that comply with consumer rights legislation. Services are provided in a manner that is respectful of consumer rights, facilities, informed choice, minimises harm and acknowledges cultural and individual values and beliefs. / Some standards applicable to this service partially attained and of low risk.

The privacy issue raised at the previous audit relating to service delivery being carried out in the communal lounge has been addressed; however, another privacy issue is identified for improvement relating to the small windows in residents’ bedroom doors.

Residents and family report that staff communicate in an effective manner and there is evidence that open disclosure occurs.

There is a detailed complaints register as part of the facility's complaints process. Those complaints reviewed have been documented with actions completed; all reviewed have been resolved.

Organisational management

Includes 9 standards that support an outcome where consumers receive services that comply with legislation and are managed in a safe, efficient and effective manner. / Some standards applicable to this service partially attained and of low risk.

The vision, goals and scope of the organisation are on display at the main entrance and integrated into the current strategic plan for the facility. The vision and core values are reviewed annually by the chair of the board. There is a management team, which meet monthly. A quality and risk management system is well documented. Incidents, restraint, health and safety, infection control, internal audits, family surveys and complaints feedback are all part of the quality improvement processes and are agenda items at the monthly quality improvement meetings.

There are appropriate risk ratings identified to ensure adequate controls are in place, addressing an issue identified at the previous audit.

Review of staff records provide evidence that human resources processes are followed as required (e.g., police vetting, reference checks, and performance appraisals), meeting a previous required improvement; however, staff job descriptions and individual employment agreements are not consistently seen in all files and this needs addressing.

A detailed induction and orientation is in place for all staff. There is evidence indicating an in-service education programme is provided for staff at least monthly. Staff are also supported to complete the New Zealand Qualifications Authority Unit Standards relating to the care of older people. The organisation now keeps a copy of honorary staff registration meeting a previous required improvement.

An area identified for improvement is for the clinical nurse manager to have a job description and an annual performance appraisal. Staff first aid training and competencies are not available as they are kept off sight and this also needs addressing.

Staff rosters show there are adequate staff with the relevant experience and skills to cover all shifts.

Continuum of service delivery

Includes 13 standards that support an outcome where consumers participate in and receive timely assessment, followed by services that are planned, coordinated, and delivered in a timely and appropriate manner, consistent with current legislation. / Some standards applicable to this service partially attained and of medium or high risk and/or unattained and of low risk.

Admission agreements are being completed within the required contractual timeframes, which addresses a previous required improvement.

The electronic interRAI programme is being used to help with the assessment of all residents and information obtained through this process is contributing to care plans. This now includes clinical information, which addresses a previous required improvement. Registered nurses provide supervision to the trained caregivers who provide most of the care and support to residents according to the care plans.

All residents have comprehensive care plans and service delivery plans. Positive feedback about the quality of care being provided is reported, although the need for all residents to receive their care within a safe and timely manner is an area requiring improvement. There is evidence that care plans are being reviewed every six months and as needed; however, there is a lack of detail about the level of achievement of goals, which needs to be addressed. The need for short term care plans to show review processes also requires improvement.

This service is moving to a rehabilitation and restorative model, which through the planning, delivery and review of individualised and group activity and physical therapy programmes is being implemented at a level of continuous improvement. The required improvement about ensuring residents’ activity plans reflect their interests has been addressed.

Medicines are mostly being managed according to the policy and procedure documents with some shortcomings around the retention of stock, the use of faxed records, non-recording of allergy status, recording of sample signatures and the management of loose medicines.

Only favourable feedback about the meals is provided. A four weekly rotating menu with winter and summer variations is in place, although evidence of its review by a nutrition professional is not available during the audit. To ensure food and hygiene safety are maintained there are required improvements around food storage, which was also an issue at the last audit, food and rubbish disposal, and the cleanliness of the kitchen and food service area.

Safe and appropriate environment

Includes 8 standards that support an outcome where services are provided in a clean, safe environment that is appropriate to the age/needs of the consumer, ensure physical privacy is maintained, has adequate space and amenities to facilitate independence, is in a setting appropriate to the consumer group and meets the needs of people with disabilities. / Standards applicable to this service fully attained.

The building has a current warrant of fitness. There have been no building alterations since the previous audit.

Restraint minimisation and safe practice

Includes 3 standards that support outcomes where consumers receive and experience services in the least restrictive and safe manner through restraint minimisation. / Standards applicable to this service fully attained.

Restraint minimisation and safe practice policies and procedures are in place. The service does not currently use any restraints, and one resident has an enabler in place which is monitored and reviewed according to the organisation’s processes.

Infection prevention and control

Includes 6 standards that support an outcome which minimises the risk of infection to consumers, service providers and visitors. Infection control policies and procedures are practical, safe and appropriate for the type of service provided and reflect current accepted good practice and legislative requirements. The organisation provides relevant education on infection control to all service providers and consumers. Surveillance for infection is carried out as specified in the infection control programme. / Standards applicable to this service fully attained.

The facility’s clinical nurse manager collects monthly surveillance data and reports to the monthly quality improvement meeting. Infections are analysed and trends identified and processes put in place to minimise infections.

Summary of attainment

The following table summarises the number of standards and criteria audited and the ratings they were awarded.

Attainment Rating / Continuous Improvement
(CI) / Fully Attained
(FA) / Partially Attained Negligible Risk
(PA Negligible) / Partially Attained Low Risk
(PA Low) / Partially Attained Moderate Risk
(PA Moderate) / Partially Attained High Risk
(PA High) / Partially Attained Critical Risk
(PA Critical)
Standards / 1 / 11 / 0 / 3 / 3 / 0 / 0
Criteria / 1 / 36 / 0 / 4 / 3 / 0 / 0
Attainment Rating / Unattained Negligible Risk
(UA Negligible) / Unattained Low Risk
(UA Low) / Unattained Moderate Risk
(UA Moderate) / Unattained High Risk
(UA High) / Unattained Critical Risk
(UA Critical)
Standards / 0 / 0 / 0 / 0 / 0
Criteria / 0 / 0 / 0 / 0 / 0

Attainment against the Health and Disability Services Standards

The following table contains the results of all the standards assessed by the auditors at this audit. Depending on the services they provide, not all standards are relevant to all providers and not all standards are assessed at every audit.

Please note that Standard 1.3.3: Service Provision Requirements has been removed from this report, as it includes information specific to the healthcare of individual residents. Any corrective actions required relating to this standard, as a result of this audit, are retained and displayed in the next section.

For more information on the standards, please click here.

For more information on the different types of audits and what they cover please click here.

Standard with desired outcome / Attainment Rating / Audit Evidence
Standard 1.1.13: Complaints Management
The right of the consumer to make a complaint is understood, respected, and upheld. / FA / Systems are in place to ensure residents are advised on entry to the facility of the complaint processes. The admission information pack includes information on complaints and the Code and copies of these are given to all residents and their families as part of the admission process. Residents interviewed demonstrate an understanding and awareness of these processes.
The service has appropriate systems in place to manage the complaints processes. A complaints register is maintained at the facility and there are seven complaints recorded in the last year. A review of three recent complaints verified these have been resolved in a timely manner and meet the requirements of right 10 of the Code.
Standard 1.1.3: Independence, Personal Privacy, Dignity, And Respect
Consumers are treated with respect and receive services in a manner that has regard for their dignity, privacy, and independence. / PA Low / Residents and family members interviewed, and observation on the day of the audit confirms Rannerdale staff respect residents’ personal privacy in the communal areas, addressing a previous area requiring improvement. However, there are eight bedroom doors that have small round windows installed, with no method to ensure the privacy of the resident in the bedroom and this requires improvement.
Standard 1.1.9: Communication
Service providers communicate effectively with consumers and provide an environment conducive to effective communication. / FA / An Open Disclosure Policy is sighted. The policy advocates that disclosure to the resident should generally be made when an adverse resident event has occurred. Typically disclosure should be within 24 hours of the event depending on the specific circumstances of the event. An incident report relating to a skin tear is reviewed and verifies the facility has notified the resident’s family within 24 hours of the incident, the treatment provided and a follow-up of when the resident was seen by the GP. This is also verified in the progress notes in the resident’s hardcopy records.
Interpreter and Translation Services are available should these services be needed. A policy document provides contact details for services. The policy also states those residents with hearing and visual deficits are accorded the degree of explanation or repetition necessary to establish recognition. Staff name badges are in large print for easier identification.
The Code of Rights pamphlet provided to residents on admission, displayed on walls, and available at the facility entrance, confirms the residents' right to effective communication. There is evidence in residents’ files and during interview that the facility communicates effectively with residents and their families at all times. They report that they are kept informed on issues relating to their family member and staff are always willing to help.
Staff are observed explaining and giving information to residents. Residents’ meetings are held regularly to enable residents to be informed, ask questions and discuss issues. The minutes of these are documented and detailed, as sighted.
Standard 1.2.1: Governance
The governing body of the organisation ensures services are planned, coordinated, and appropriate to the needs of consumers. / FA / The facility is owned by the Rannerdale Trust, consisting of 10 members on the board of directors, six who are operational in the facility. The general manager (GM) and finance manager of Rannerdale War Veterans Home Limited sit on the board and oversee the day to day running of the facility and report to the board every month. The facility has a strategic business plan which is under draft at the time of audit; this is identified in the latest board minutes, signed by the chair.
The vision and goals of the organisation are on display at the main entrance and integrated into the current strategic plan and goals for the facility. The vision and core values are reviewed by the chair of the board annually. There is a management team for the facility that also meets monthly, overseen by the GM, and includes the operations manager (OM), the clinical nurse manager (CNM), the finance manager (FM) and an external projects manager who sits outside the management team, but reports at these meetings (minutes sighted). A suite of policy and procedure documents is sighted with the focus on quality aged care provision. The quality management function includes a ‘Strength, Weakness, Opportunity and Threats’ (SWOT) analyses that occurs prior to the development of the strategic plan, and this is currently occurring with input from the external projects manager; purpose, values, scope and direction are included.