Glenburn Rest Home & Hospital

Profile & contact details

Premises details
Premises name	Glenburn Rest Home & Hospital
Address	33 Astley Avenue New Lynn Auckland 0600
Total beds	103
Service types	Psychogeriatric, Geriatric, Medical, Dementia care, Rest home care

Certification/licence details
Certification/licence name	Bupa Care Services NZ Limited - Glenburn Rest Home & Hospital
Current auditor	Health and Disability Auditing New Zealand Limited
End date of current certificate/licence	15 April 2025
Certification period	36 months

Provider details
Provider name	Bupa Care Services NZ Limited
Street address	Level 2 109 Carlton Grove Road Newmarket Auckland 1023
Post address	PO Box 113054 Newmarket Auckland 1149
Website	www.bupa.co.nz/

Progress on issues from the last audit

What’s on this page?

This rest home has been audited against the Health and Disability Services Standards. During the last audit, the auditors identified some areas for improvement.

Issues from their last audit are listed in the corrective actions table below, along with the action required to fix the issue, its risk level, and whether or not the issue has been reported as fixed.

A guide to the table is available below.

Details of corrective actions

Date of last audit: 21 September 2023

Outcome required	Found at audit	Action required	Risk rating	Action status	Date action reported complete
The needs, outcomes, and/or goals of consumers are identified via the assessment process and are documented to serve as the basis for service delivery planning.	One long term rest home, and one short-term respite rest home level resident did not have the clinical and risk assessments required by policy completed despite being in the service for more than a week. This included a lack of behavioural assessment for a resident displaying behaviours that challenge.	Ensure clinical and risk assessments are completed for all residents withing the timeframes detailed in policy.	PA Moderate	Reporting Complete	30/05/2022
Service delivery plans describe the required support and/or intervention to achieve the desired outcomes identified by the ongoing assessment process.	One hospital resident file sampled did not contain sufficient detail to guide the care staff in the management of diabetes and falls prevention. One dementia level resident file sampled did not contain sufficient detail to guide the care staff in the management of diabetes. One hospital level resident did not have the minimum millilitres of urine per 4-hour period documented to guide staff in assessing catheter blockages as required in their care plan. One hospital resident did not have enabler… (this text has been trimmed due to space limits).	Ensure that clinical risk assessments are completed where indicated and the care plan interventions are documented in sufficient detail to guide the care staff.	PA Moderate	Reporting Complete	05/07/2022
An up-to-date complaints register is maintained that includes all complaints, dates, and actions taken.	The electronic complaints register was missing evidence of all dates and actions taken in four of ten complaints reviewed. Two complaints documented in the quality meeting minutes (December 2021) were not documented as lodged in the electronic complaints register.	Ensure the complaints register includes all complaints, dates and actions taken.	PA Low	Reporting Complete	01/08/2022
A corrective action plan addressing areas requiring improvement in order to meet the specified Standard or requirements is developed and implemented.	i) Corrective plans were not developed following the 2021 resident/family survey where a reduction in satisfaction levels were evidenced. ii) Corrective action plans were either missing evidence of completion or sign off for two call bell audits that took place in 2021. iii) Corrective action plans were missing for trends identified in the quality meeting around complaints received in 2021.	Ensure corrective action plans are developed, implemented and signed off where opportunities for improvements are identified.	PA Moderate	Reporting Complete	01/08/2022
The provision of services and/or interventions are consistent with, and contribute to, meeting the consumers' assessed needs, and desired outcomes.	One hospital resident did not have the required repositioning consistently documented as per their care plan. One hospital resident did not have positioning angles followed and maximum seating times adhered to as documented by the wound specialist nurse. Three hospital residents did not have their restraints consistently monitored as per policy requirements.	Ensure resident monitoring charts are consistently and comprehensively completed as per policy and residents positioned as detailed in their care plan.	PA Moderate	Reporting Complete	15/08/2022
Service providers shall engage with people receiving services to assess and develop their individual care or support plan in a timely manner. Whānau shall be involved when the person receiving services requests this.	One dementia level care resident on respite did not have a short-stay nursing assessment and support plan completed/updated since admission three days prior to the audit. The previous assessments and support plan available were last updated 2019 and 2020, respectively. No recent admission weight and observations were evidenced.	Ensure that assessments are completed in line with policy requirements.	PA Moderate	In Progress
A medication management system shall be implemented appropriate to the scope of the service.	(i). Medication room and fridge temperatures are not monitored and recorded consistently as per policy for two (Kowhai and Manuka) of four treatment rooms. (ii). Eye drops have not been consistently dated on opening in all four medication trolleys.	(i). Ensure that medication room and fridge temperature monitoring is completed. (ii). Ensure eye drops are dated on opening.	PA Moderate	In Progress
Fundamental to the development of a care or support plan shall be that: (a) Informed choice is an underpinning principle; (b) A suitably qualified, skilled, and experienced health care or support worker undertakes the development of the care or support plan; (c) Comprehensive assessment includes consideration of people’s lived experience; (d) Cultural needs, values, and beliefs are considered; (e) Cultural assessments are completed by culturally competent workers and are accessible in all settin… (this text has been trimmed due to space limits).	(i). Two rest home residents assessed as high falls risk did not have detailed interventions in the care plan to manage the risk. (ii). One rest home resident with wandering risk and having had incidents related to such, did not have detailed interventions to support the resident. (iii). One hospital level care resident with complex medical conditions did not have detailed interventions to manage their pain. (iv). There were no interventions documented in a care plan for two rest home level c… (this text has been trimmed due to space limits).	(i-iii) Ensure care plans have detailed interventions documented to provide guidance to staff on care management and are updated to reflect changes to resident needs and management plan. (iv). Ensure interventions are documented in a care plan for acute issues as guided by the policy. (v). Ensure wound documentation is in line with policy. (vi) Ensure continence assessments and management plans are documented to guide staff.	PA Moderate	In Progress
In implementing care or support plans, service providers shall demonstrate: (a) Active involvement with the person receiving services and whānau; (b) That the provision of service is consistent with, and contributes to, meeting the person’s assessed needs, goals, and aspirations. Whānau require assessment for support needs as well. This supports whānau ora and pae ora, and builds resilience, self-management, and self-advocacy among the collective; (c) That the person receives services that remov… (this text has been trimmed due to space limits).	(i). One rest home resident did not have cast monitoring completed as per policy for the duration of the time that they had the cast in place. Same resident did not have the fluid balance monitoring chart completed as per care plan. (ii). One rest home resident with heart failure and on fluid restriction did not have a monitoring chart in place. Blood glucose levels for the same resident were not monitored consistently as per care plan and GP instructions. (iii). One hospital resident with sup… (this text has been trimmed due to space limits).	(i). – (v). Ensure monitoring records are completed as per care plan and policy requirements.	PA Moderate	In Progress

Guide to table

Outcome required

The outcome required by the Health and Disability Services Standards.

Found at audit

The issue that was found when the rest home was audited.

Action required

The action necessary to fix the issue, as decided by the auditor.

Risk level

Whether the required outcome was partially attained (PA) or unattained (UA), and what the risk level of the issue is.

The outcome is partially attained when:

there is evidence that the rest home has the appropriate process in place, but not the required documentation
when the rest home has the required documentation, but is unable to show that the process is being implemented.

The outcome is unattained when the rest home cannot show that they have the needed processes, systems or structures in place.

The risk level is determined by two things: how likely the issue is to happen and how serious the consequences of it happening would be.

The risk levels are:

negligible – this issue requires no additional action or planning.
low – this issue requires a negotiated plan in order to fix the issue within a specified and agreed time frame, such as one year.
moderate – this issue requires a negotiated plan in order to fix the issue within a specific and agreed time frame, such as six months.
high – this issue requires a negotiated plan in order to fix the issue within one month or as agreed between the service and auditor.
critical – This issue requires immediate corrective action in order to fix the identified issue including documentation and sign off by the auditor within 24 hours to ensure consumer safety.

The risk level may be downgraded once the rest home reports the issue is fixed.

Action status

Whether the necessary action is still in progress or if it is complete, as reported by the rest home to the relevant district health board.

Date action reported complete

The date that the district health board was told the issue was fixed.

Audit reports

Before you begin
Before you download the audit reports, please read our guide to rest home certification and audits which gives an overview of the auditing process and explains what the audit reports mean.

What’s on this page?

Audit reports for this rest home’s latest audits can be downloaded below.

Full audit reports are provided for audits processed and approved after 29 August 2013. Note that the format for the full audit reports was streamlined from 16 December 2014. Full audit reports between 29 August 2013 and 16 December 2014 are therefore in a different format.

From 1 June 2009 to 28 February 2022 rest homes were audited against the Health and Disability Services Standards NZS 8134:2008. These standards have been updated, and from 28 February 2022 rest homes are audited against Ngā Paerewa Health and Disability Services Standard NZS 8134:2021.

Prior to 29 August 2013, only audit summaries are available.

Both the recent full audit reports and previous audit summaries include:

an overview of the rest home’s performance, and
coloured indicators showing how well the rest home performed against the different aspects of the Ngā Paerewa Health and Disability Services Standard.

Note: From November 2013, as rest homes are audited, any issues from their latest audit (the corrective actions required by the auditor) will appear on the rest home’s page. As the rest home completes the required actions, the status on the web site will update.

Audit reports

Audit date: 21 September 2023

Audit type:Surveillance Audit

Audit date: 03 February 2022

Audit type:Certification Audit

Audit date: 12 November 2020

Audit type:Surveillance Audit

Audit date: 12 February 2019

Audit type:Certification Audit

Audit date: 19 September 2017

Audit type:Surveillance Audit

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