Inspection on 19/01/10 for Arden Manor

This is the latest available inspection report for this service, carried out on 19th January 2010.

CQC found this care home to be providing an Good service.

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

Other inspections for this house

Arden Manor 09/10/06

Arden Manor 11/04/06

Similar services:

Maple Lodge

Heathlands

Aston Court Nursing Home

Breme

Ravenhurst

Bank House

Inspirations

Ashcroft Hollow Nursing Home

Extracts from inspection reports are licensed from CQC, this page was updated on 25/04/2010.

Key inspection report Care homes for older people Name: Address: Arden Manor 67-69 Birmingham New Road Lanesfield Wolverhampton West Midlands WV4 6BP     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this full review a ‘key’ inspection. Lead inspector: Sara Gibson     Date: 1 9 0 1 2 0 1 0 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Older People Page 2 of 26 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 26 Information about the care home Name of care home: Address: Arden Manor 67-69 Birmingham New Road Lanesfield Wolverhampton West Midlands WV4 6BP 01902498820 01902498820 ardenmanor@hotmail.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Mrs Shanta Arjan Odedra,Mr Arjan Bhoja Odedra,Mr Vijay,Daljit Takhar,Jasvinder Takhar care home 21 Type of registration: Number of places registered: Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category Additional conditions: The maximum number of service users to be accommodated is 21. The registered person may provide the following category of service only: Care Home Only (Code PC) To service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Old age not falling within any other categories (OP) 21 Dementia (DE) 21 Date of last inspection Brief description of the care home Arden Manor is registered with the Care Quality Commission to provide accommodation and personal care for up to 21 Older People with or without dementia. The home is situated in Lanesfield within easy access to Wolverhampton City Centre and local shops and amenities. The property, which was originally built during the 1930s, has been converted and extended. People are provided with single bedrooms and have access to Care Homes for Older People Page 4 of 26 Over 65 0 21 21 0 Brief description of the care home a range of communal areas in addition to an enclosed garden to the rear of the property. The home makes their services known to people in a Statement of Purpose and Service User Guide. Care Homes for Older People Page 5 of 26 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: The quality rating for this service is 2 star. This means the people who use this service experience good quality outcomes. One inspector carried out this unannounced key inspection over one day. All the key standards identified by the Care Quality Commission were assessed to evaluate the experiences of care and support received by the people living at Arden Manor. Information about the service was sought and collated in a number of ways. Prior to the inspection an Annual Quality Assurance Assessment (AQAA) was sent to the home for completion. The AQAA is a self-assessment that is filled in once a year by all providers. It informs us about how the providers are meeting outcomes for people living at the home and is an opportunity for providers to share with us the areas they believe they are doing well in. We used comments and information in the AQAA to help us plan our inspection. Care Homes for Older People Page 6 of 26 During the course of the inspection we used a variety of methods to make a judgement about how the people living at the home are supported. We talked to the manager and the provider who were able to answer questions and provide us with documentation. We also talked to the staff team on duty, five of the people living at the home, and four people who were visiting relatives at the home on the day. We assessed in detail the care provided to two people using care documentation. We sampled a variety of other documentation related to the management of the home such as training, recruitment, staff supervision, accidents and complaints. All this information helped to determine a judgement about the quality of care the home provides. Care Homes for Older People Page 7 of 26 What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line 0870 240 7535. Care Homes for Older People Page 8 of 26 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 9 of 26 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are confident the home can support them. This is because there is an accurate needs assessment which they have been involved in. Evidence: The home understand the importance of having sufficient information when choosing a care home. They have developed clear information to help prospective individuals choose a home that will meet their needs and preferences. The information is contained in the homes Statement of Purpose which clearly sets out the homes aims and objectives, and is supported by a Service User Guide that details what services the home can provide, the qualifications and experience of the staff, and what levels of service the prospective resident can expect. The documents are clear and easy to understand and can be made available in other formats such as large print and other languages. The Service User Guide lists the fees charged by the home and any extra charges that may be incurred. Prospective residents are given a copy of Care Homes for Older People Page 10 of 26 Evidence: the guide, and people living at the home also have a copy to refer to if needed. We saw a copy of the guide in each bedroom. Prospective residents are offered a trial visit and admissions are not made to the home until a full needs assessment has been carried out by the home or a full assessment is obtained from the referring authority. During the inspection we saw two pre-admission assessments completed by the referring authority. The manager of the home had then completed a further needs assessment on admission to the home with the full involvement of the person and their family to ensure all their individual needs can be met by the home. Care Homes for Older People Page 11 of 26 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Each person is treated as an individual and the home is responsive to their individual needs and preferences, and this is documented accordingly. Their right to privacy is respected and the support they get from care staff is given in a way that maintains their dignity. Medication is administered safely at the prescribed time to promote peoples health. Evidence: Two care plan files were looked at. Both files contained an extensive amount of information of documentation with numerous assessments in place. After reviewing the files we advised the manager that a number of the documents could be condensed to make the file easier to read and easier for staff to use and review monthly. All the care plans and assessments seen had been reviewed monthly and changes made where necessary to ensure that staff are able to support people with their current needs. The manager has already started the process of condensing the documentation and introducing new care plans for each person, she advised that most of the people living Care Homes for Older People Page 12 of 26 Evidence: at the home now have the new care plans in place. Two of these plans were seen during the inspection and were detailed, informative and provided good guidance for staff to enable them to meet the needs of each individual person. The new documentation identifies the individual need, how staff should support the person to meet that need, and the outcomes as agreed with the individual. Areas covered included: physical and mental abilities, health and hygiene, dietary preferences and religious, social and cultural needs. Risk assessments for manual handling, wandering behaviour and pressure area care were seen in the care plans. Risk assessments were comprehensive and specific to the individual person. Reviews are undertaken monthly or as changes occur to ensure people living at the home are safe, potential risks are minimised and staff have the current guidance to follow. A medication round was observed, and this was done in a safe and appropriate manner. Only staff who have undergone medication training administer medication. Medication administration records were looked at and all were found to be completed correctly, with no hand written entries. Medication is stored safely and appropriately, and no issues were identified in this area. These practices help to ensure that peoples health needs are met. People were seen to be supported by staff to choose clothing appropriate for the time of year which reflected individual, cultural, gender and personal preferences. Staff were observed assisting individuals in a sensitive manner, giving choices about the food they ate, whether they would like a bath or shower, and encouraging people to participate in the activities on offer. Comments from residents and relatives included: The staff are very friendly The staff are very nice to us and look after us very well The family is always told if mum is ill and needs a doctor, they are very good on healthcare. Care Homes for Older People Page 13 of 26 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home provides a varied social activites programme that meets the needs of the people living at the home, and provides them with activities and interests to improve the quality of their lives. A wholesome and varied diet is offered and specialist diets are catered for to meet the needs of individuals. Evidence: The reception area of the home has an information board on display, and has information on planned events and activities including games, keep fit, song sessions and arts and crafts. Dates of residents and relatives meetings are listed along with information on advocates, and the complaints procedure advising people how to complain if they are not happy with the service provided by the home. Residents and relatives meetings are held throughout the year, and minutes of previous meetings demonstrate that staff listen and respond to suggestions made. The family input at the home is very good. Family and friends are encouraged to visit, to have a meal at the home and to participate in the activities. A number of people living at the home often go out with visitors for the day. This allows close relationships to be maintained and gives people living at the home a sense of family life. On the day Care Homes for Older People Page 14 of 26 Evidence: of inspection a number of family and friends were visiting, and all those spoken with had only positive comments to make about the home and the service provided. Comments included: We have no problems whatsoever, mum has been here two years and they have brought her back to what she was, more than pleased with it Since Sylvia (the manager) took over it is much improved The activity level is ok for the residents as they dont want to do too much. Meals are well balanced, nutritious and choices are offered to those living at the home. For those individuals who need support during mealtimes, staff give discreet assistance. Mealtimes are flexible and relaxed, and staff are patient and helpful. Dining at the home is a pleasant experience for all concerned. Residents and relatives said: The food is lovely No grumbles, I dont leave anything!! The food is very good, mum has put on a stone since she has been here For her 90th birthday they put on a lovely buffet for us They look after us very well here. Care Homes for Older People Page 15 of 26 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who wish to raise concerns or make a complaint are confident that these will be dealt with effectively and their views listened to. Staff have access to the policy regarding safeguarding adults and have received training to ensure they possess the knowledge and skills to respond appropriately to allegations of abuse. Evidence: The home has an easy to read complaints policy on display in the home. No complaints have been received in the last six months since the new manager has been in post. She said that she operates an open door approach and during the inspection we observed her interacting well with residents and their visitors in a friendly and caring way. Relatives spoken with said they had no reason to complain and were very happy with the service provided particularly since the new manager has been in post. They said they would go to the manager if any issues arose and were confident action would be taken. People living at the home said: I have no complaints at all Sylvia the manager is lovely and very easy to talk to I have no reason to complain, its very nice here, always warm and very comfortable. Safeguarding adults policies are clear and detailed. Policies are available for staff to access at any time. Training has been given to staff in Safeguarding Adults including whistle blowing. Staff spoken to said: We would report any concerns to the Care Homes for Older People Page 16 of 26 Evidence: manager. The staff had a good awareness of safeguarding procedures and stated that the manager is very approachable and would be easy to talk to if they had any concerns. Care Homes for Older People Page 17 of 26 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. A homely and comfortable living environment has been achieved for the people who live at the home so that they feel safe and well cared for. Evidence: Extensive refurbishment of the home has taken place over the last year to extend the communal areas, kitchen and laundry. A new heating system has been installed as well as a walk-in shower on each floor of the home. The new additions have made a great improvement to the existing facilities. The communal areas were warm, well decorated, welcoming and homely. People living at the home spend most of their time in the new lounge/dining room. They looked comfortable, well cared for and happy, and were chatting amongst themselves and with staff and visitors. Comments included: Its very clean and very comfortable here My bed is very comfy We are looked after very well Its a home from home. The home is decorated, furnished and fitted to a high standard. Maintenance issues and repairs are seen to promptly, and the general housekeeping is of a good standard, no odours were present and it was all very clean and fresh. The bedrooms sen during the inspection were spacious and comfortable, and had been personalised with the individuals own photographs and ornaments to reflect their personal taste, culture and gender. Care Homes for Older People Page 18 of 26 Evidence: The garden areas were tidy and well maintained, and were easily accessible to people living at the home. Care Homes for Older People Page 19 of 26 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Staffing levels are well maintained to ensure people living at the home receive competent and safe care from appropriately trained and robustly recruited staff. Evidence: Robust recruitment procedures safeguard the people living at the home. Two staff files were sampled and all the relevant checks had been carried out prior to the staff member starting work at the home. New staff undergo an induction programme and work with a more experienced staff member until they feel confident to work on their own. Staffing levels at the home are well maintained to meet the needs of the people living at the home. From talking to staff and observing them during the day it was evident that staff morale was good, and the interaction with the people living at the home was excellent. Comments from people living at the home included: Nothing is too much trouble for them The staff are very kind and we have good fun The staff are very nice, always have time for you, dont ever feel rushed. The staff training and developement programme is good. Training for staff in the last year has included: Safeguarding Adults, Use of the Hoist, Infection control, Manual Handling, Fire Safety and Safe Medication Administration. Six of the staff are in the process of completing an accredited palliative care course, and all the care staff hold Care Homes for Older People Page 20 of 26 Evidence: or are working towards an NVQ in Care (Level 2 and 3). Ongoing training ensures that people living at the home are supported by a safe and competent staff team. Care Homes for Older People Page 21 of 26 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The Manager is competent and possesses the skills and knowledge to oversee the dayto-day running of the home and ensures that peoples needs and views are responded to. Arrangements in respect of health and safety are robust and prevent the risk of injury occurring. Evidence: The manager has been in post for the last six months and has made a number of improvements to the service, such as, introducing new care plans and supporting documentation, and developing the staff training programme. The manager is capable, efficient and has a number of years experience in care. Staff and resident/relative meetings are held throughout the year and minutes are documented. From reading the minutes it shows that people living at the home are very satisfied with their care. People living at the home have access to their personal monies. Finances are secure Care Homes for Older People Page 22 of 26 Evidence: with receipts and transactions listed. A robust audit trail is maintained. There is a well planned staff supervision programme in place. The sessions are well documented, and staff have the chance to discuss care issues, air any concerns they may have, gain feedback from their mentor and identify any training needs they may have. This further safeguards the people living at the home by ensuring staff have the skills, knowledge and support they need to meet the needs of the individuals at the home. Accidents and incidents are well documented, describing in good detail what happened and if any follow up action is required. Two reports were picked at random from the accident book, and the corresponding daily records were obtained. The entries in the daily records reflected the entries in the accident records and the follow up actions to be taken such as changes to care plans or risk assessments to ensure residents safety. General arrangements for health and safety are good. Maintenance checks are carried out on schedule to ensure equipment is safe to use, and maintenance issues and repairs are responded to promptly. Weekly tests of the fire alarm take place and staff were familiar with the procedure to follow in the event of a fire. Care Homes for Older People Page 23 of 26 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 24 of 26 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations Care Homes for Older People Page 25 of 26 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 26 of 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!