Premise details
- Address
- 19 Liston Avenue Hilltop Taupo 3330
- Website
- http://www.bupa.co.nz/care-homes/care-homes/choose-a-care-home/bay-of-plenty/liston-heights-care-home/
- Total beds
- 75
- Service types
- Dementia care, Rest home care, Geriatric, Medical
Certification/licence details
- Certification/licence name
- Bupa Care Services NZ Limited - Liston Heights Rest Home & Hospital
- Current auditor
- BSI Group New Zealand Ltd
- End date of current certificate/licence
- Certification period
- 36 months
Provider details
- Provider name
- Bupa Care Services NZ Limited
- Street address
- Level 2 109 Carlton Grove Road Newmarket Auckland 1023
- Postal address
- PO Box 113054 Newmarket Auckland 1149
- Website
- http://www.bupa.co.nz/
Progress on issues from the last audit
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.
| Outcome required | Found at audit | Action required | Risk rating | Action status | Date action reported complete |
|---|---|---|---|---|---|
| A medication management system shall be implemented appropriate to the scope of the service. | (i). There is no evidence of air temperature monitoring where medications are stored in the rest home and dementia areas. (ii). Medication room and fridge temperature monitoring has not been completed consistently for the hospital medication room over the last 12 months of records reviewed. (iii). There were consecutive days of the air temperature in the hospital medication room consistently registering above 25 degrees in each month reviewed, with fan being put on as a corrective action. Howe | (i-ii). Ensure medication fridge and room temperature monitoring is completed as per policy. (iii). Ensure there is a robust system in place to maintain temperatures of below 25degrees in the medication storage areas. | PA Moderate | Reporting Complete | |
| 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 | (i). One resident in the dementia unit under the care of mental health services for older people (MHSOP) had psychotropic medications being reviewed and adjusted since admission in August 2023; however, did not have interventions documented to reflect the change in medications and potential side effects. (ii). There were no individualised antipsychotic care plans for two residents in the dementia unit. (iii). One rest home level resident did not have interventions documented to manage weight l | (i).- (iv). Ensure that care plans are updated with interventions reflective of residents’ needs. | PA Low | Reporting Complete | |
| 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. | (i). One resident in the dementia unit admitted in August 2023 did not have a documented initial general practitioner review until October 2023. There is no evidence of three-monthly general practitioner reviews being completed since admission. Same resident did not have their initial interRAI completed until October 2023. (ii). One dementia resident admitted in September 2023 did not have initial care plan, interRAI assessment, long-term care plan and GP/NP initial review completed within the | (i)-(iii). Ensure timeframes for initial assessments and care plans, interRAI assessments, initial GP/NP reviews and development of initial long-term care plans demonstrate expected compliance. | PA Low | Reporting Complete | |
| Health care and support workers shall receive an orientation and induction programme that covers the essential components of the service provided. | Four of five staff files reviewed did not include evidence of an orientation. | Ensure that all new staff have a documented orientation on file. | PA Low | Reporting Complete | |
| Service providers shall develop and implement a quality management framework using a risk-based approach to improve service delivery and care. | The internal audits for November and December 2023 were not documented as undertaken. | Ensure that internal audits are undertaken and documented as per the Bupa schedule. | PA Low | Reporting Complete | |
| All aspects of food procurement, production, preparation, storage, transportation, delivery, and disposal shall comply with current legislation and guidelines. | (i). Food temperatures have not been recorded consistently. (ii). Decanted dry goods did not evidence expiry and/or decanting dates. (iii). Fridge contents were not consistently labelled and dated. (iv). Dietary profiles in the kitchen folder were not consistent with dietary profiles in the resident individual files. | (i)-(iii). Ensure the food control plan is implemented to include relevant temperature checks, and safe food storage. (iv). Ensure dietary profiles are current and updated as per policy. | PA Low | Reporting Complete |
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
About audit reports
Audit reports for this rest home’s latest audits can be downloaded below.
Before you begin
Before you download the audit reports, please read our guide to rest home certification and audits. The guide gives an overview of the auditing process and explains what the audit reports mean.
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.
Before 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) appear on the rest home’s page. As the rest home completes the required actions, the status on the website updates.
Audit date:
Audit type: Surveillance Audit
Audit date:
Audit type: Certification Audit
Audit date:
Audit type: Surveillance Audit
Audit date:
Audit type: Certification Audit
Audit date:
Audit type: Surveillance Audit
