Please wait

Inspection on 16/04/09 for Fernmount House

Also see our care home review for Fernmount House for more information

This is the latest available inspection report for this service, carried out on 16th April 2009.

CQC found this care home to be providing an Excellent 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.

What follows are excerpts from this inspection report. For more information read the full report on the next tab.

Inspecting for better lives Key inspection report Care homes for adults (18-65 years) Name: Address: Fernmount House Forest Pines New Milton Hampshire BH25 5SX The quality rating for this care home is: three star excellent service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Laurie Stride Date: 1 6 0 4 2 0 0 9 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. 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. They reflect the things that people have said are important to them: 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 Copies of the National Minimum Standards – Care Homes for Adults (18-65 years) 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 Commission for Social Care Inspection aims to:  Put the people who use social care first  Improve services and stamp out bad practice  Be an expert voice on social care  Practise what we preach in our own organisation Our duty to regulate social care services is set out in the Care Standards Act 2000. Reader Information Document Purpose Author Inspection report CSCI Page 2 of 33 Care Homes for Adults (18-65 years) Audience Further copies from Copyright General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). 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 CSCI copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Adults (18-65 years) Page 3 of 33 Information about the care home Name of care home: Address: Fernmount House Forest Pines New Milton Hampshire BH25 5SX 01425611558 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : lynne.chessell@hants.gov.uk Hampshire County Council care home 5 Number of places (if applicable): Under 65 Over 65 5 0 learning disability Additional conditions: The registered person may provide the following category/ies of service only: Care home only - (PC) to service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Learning disability (LD). The maximum number of service users to be accommodated is 5. Date of last inspection 1 9 0 4 2 0 0 7 Care Homes for Adults (18-65 years) Page 4 of 33 A bit about the care home Fernmount House is a service for five adults with a learning disability. One bed is kept for emergency placements, but the other four are offered for short stay breaks. Each person has their own bedroom. One of the bedrooms is suitable for a person who also has a physical disability. The house is near to a Local Authority day service for people with a learning disability. Care Homes for Adults (18-65 years) Page 5 of 33 It is close to the town, shops and public transport. The weekly fee is based on an assessment. When we visited, the range of fees was between 36 pounds and a week and 54 pounds a week. The home has more information about fees. Care Homes for Adults (18-65 years) Page 6 of 33 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: three star excellent service Choice of home Individual needs and choices Lifestyle Personal and healthcare support Concerns, complaints and protection Environment Staffing Conduct and management of the home Care Homes for Adults (18-65 years) Page 7 of 33 How we did our inspection: This is what the inspector did when they were at the care home We (the commission) visited the home and did not tell them we were coming. We looked at how well the home was doing since the previous inspection on 19/04/07. We were in the home for five hours. We met three of the people who use the service and we talked with the manager and two staff members. The home gave us information about what they were doing in their annual quality assurance assessment (AQAA). Care Homes for Adults (18-65 years) Page 8 of 33 We sent survey questionnaires to service users and other people who have contact with the service. We received responses from 5 service users, a care manager, 2 health professionals and six staff members. What the care home does well People who use the service can choose how to spend their time and can take part in deciding what activities will take place. The daily routines are flexible and people can choose their meals. Care Homes for Adults (18-65 years) Page 9 of 33 The service offers a clean, wellmaintained and comfortable place to stay. There is a reliable staff team who have training to make sure that they can meet the needs of everyone who uses the service. The service has an experienced manager who runs the service well, making sure it is safe for the people who use it. One person told us I love Fernmount House, the staff are always happy to see me and they make sure I have a good holiday. They help me do things like buy my mum a plant for mothers day. A carer wrote Fernmount weekends are looked forward to and after the weekend our daughter returns smiling and happy. Care Homes for Adults (18-65 years) Page 10 of 33 What has got better from the last inspection The house has been re-furnished and decorated and people who use a wheelchair can now use the kitchen without any help. The manager and staff have looked at ways of talking to everyone and finding out what they want so they can be more involved with the service and what happens there. What the care home could do better Care Homes for Adults (18-65 years) Page 11 of 33 There were no areas for improvement identified as a result of our visit. The service has told us that it wants to make more improvements by using a range of communication tools. If you want to read the full report of our inspection please ask the person in charge of the care home If you want to speak to the inspector please contact Laurie Stride Care Quality Commission The Oast Hermitage Court Hermitage Lane Maidstone Kent ME16 9NT Page 12 of 33 Care Homes for Adults (18-65 years) 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 set out 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 Adults (18-65 years) Page 13 of 33 Details of our findings Contents Choice of home (standards 1 - 5) Individual needs and choices (standards 6-10) Lifestyle (standards 11 - 17) Personal and healthcare support (standards 18 - 21) Concerns, complaints and protection (standards 22 - 23) Environment (standards 24 - 30) Staffing (standards 31 - 36) Conduct and management of the home (standards 37 - 43) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Adults (18-65 years) Page 14 of 33 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, what they hope for and want to achieve, and the support they need. People can decide whether the care home can meet their support and accommodation needs. This is because they, and people close to them, can visit the home and get full, clear, accurate and up to date information. 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 the person 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service . People interested in using the service have their individual needs assessed before a place is offered, to make sure that the service can meet their needs. Evidence: The AQAA told us that all individuals who use the service are admitted by referral from a care manager whether funded or self-funding. The registered manager receives a copy of the pre-admission assessment. People interested in using the service have a minimum of one tea visit before having planned breaks, which start with an overnight stay. After the first overnight stay future stays are arranged around the needs of the individual/carer and the availability of a suitable bed. For emergency admissions there is an unplanned admission protocol that sets out minimum standards to be met before accepting the referral. During our visit we looked at an example of the pre-admission records in relation to one of the people currently using the service. The persons relative had first contacted the service and the registered manager had informed them about contacting the care management team. Following this a care management assessment had been carried out and we saw a copy of this. We saw that the staff at Fernmount House had written Care Homes for Adults (18-65 years) Page 15 of 33 Evidence: a first time visit report and maintained contact sheet records, which provided further ongoing assessment of the individuals needs and support requirements. The combined information is then used to form the current care plan including risk assessment, which is agreed and signed by the individual (or an advocate) and their key worker. During our visit we spoke with two staff members who explained the assessment and admissions process outlined above. Five members of staff who completed our survey questionnaire indicated that they are always given up to date information about the needs of the people they support. A care manager told us that the manager is very strict that assessments are carried out. A health professional said that the service contacted the health team for advice prior to accepting a referral and then carried out the health teams recommendations. They also commented that the service accepted a referral at very short notice and went out of their way to ensure appropriate support was given and did everything possible to accommodate the individual. People who use the service, or their relatives, who completed questionnaires indicated that they received enough information about the service before making a decision to use it. One individual wrote I went for tea and biscuits and looked at the house, it was nice. A relative wrote visits for information and familiarisation were offered and gladly accepted. The orderly, friendly and willing staff were a delight. Care Homes for Adults (18-65 years) Page 16 of 33 Individual needs and choices 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 needs and goals are met. The home has a plan of care that the person, or someone close to them, has been involved in making. People are able to make decisions about their life, including their finances, with support if they need it. This is because the staff promote their rights and choices. People are supported to take risks to enable them to stay independent. This is because the staff have appropriate information on which to base decisions. People are asked about, and are involved in, all aspects of life in the home. This is because the manager and staff offer them opportunities to participate in the day to day running of the home and enable them to influence key decisions. People are confident that the home handles information about them appropriately. This is because the home has clear policies and procedures that staff follow. 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 use the service know their assessed and changing needs are reflected in their individual plan. The service supports people to make decisions and to take risks as part of an independent lifestyle. Evidence: The AQAA stated that the service actively promotes individual choice in care planning which includes all relevant risk assessments. It also told us about the service plans to further develop communication skills to support people who use non-verbal communication. In the last twelve months the service has put up picture boards showing who is on duty, who is staying, what the weather forecast is and what the planned activities are for the day. We saw the picture board, which was up to date and reflected the activity taking place on the day of our visit. The AQAA stated that there are plans to provide sign language training for all staff and specific communication training for one staff member who will feedback to the team. During our visit we spoke with the member of staff who has been put forward to do the training and become the communication co-ordinator. Both she and another staff member also confirmed the Care Homes for Adults (18-65 years) Page 17 of 33 Evidence: sign language training was taking place. We spoke with one of the people using the service, who confirmed that staff consulted them about their care plan. We also saw that the individual had signed their plan with the key worker. Care plans contained information about supporting individuals, grouped under headings such as Helping me to say what I want to say; This is how I make choices; Looking after me and How I feel. The two people whose plans we saw contained up to date risk assessments, for example about road safety and bathing independently. Staff showed us a new single format that will be used for care plans and risk assessments, called All about me. One of the staff members told us how they promote independence, for example observing individuals on shopping trips so that the right level of support can be offered. The two staff we spoke with said that plans are reviewed each time the individual visits and we saw review comments are recorded in the plans. Relatives are also asked if anything has changed between a persons stays and there is communication between the service and the nearby day centre that people use. A member of staff told us in our questionnaire care plans are constantly being updated and relevant valuable information inserted. We have a team meeting where we often discuss and share information regarding the people that we care for. People who use the service, or their relatives, who completed questionnaires indicated that the service supports individuals to make decisions about what they do each day. One person wrote We have a chat about what to do and are always supervised. Another person used picture symbols to tell us My friends and I try to be fair and decide each day as a group the outings we will do. A relative commented As much as she is able my daughter is included in the decision making process. We the parents are kept in the loop and have input. Care Homes for Adults (18-65 years) Page 18 of 33 Lifestyle 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 can take part in activities that are appropriate to their age and culture and 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 and the home supports them to have appropriate personal, family and sexual relationships. People are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. Their dignity and rights are respected in their daily life. People have healthy, well-presented meals and snacks, at a time and place to suit them. People have opportunities to develop their social, emotional, communication and independent living skills. This is because the staff support their personal development. People choose and participate in suitable leisure activities. 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 service is run in a way that ensures daily life is flexible and focussed on the needs and wishes of the people staying there. A range of activities is offered and individual diets and food preferences are catered for. Evidence: The AQAA informed us that the service encourages people to participate in external community life and that menus are agreed daily by staff and people using the service. We spoke with one of the people using the service, who confirmed this and told us how they enjoy cooking. There were three people staying in the home at the time of our visit, who were keen to go on the trip they had planned for the day with staff. The trip included going to the shops and the beach and having a picnic. The manager told us that ideas for activities are talked about at informal daily meetings, as the group dynamics constantly change as individuals come to stay at different times. Some of the people using the service also attend the nearby day service and the home will support individuals to carry on activities they do prior to their stays. Some people who Care Homes for Adults (18-65 years) Page 19 of 33 Evidence: use the service choose to view their respite stays as holiday breaks. People who use the service, or their relatives, who completed questionnaires told us that individuals can do what they want to do during the day, in the evenings and at weekends. One person wrote During the day and evening if not out I can play my music or watch TV or a DVD. A relative said Activities although of course governed by monetary considerations are always on offer. The staff make the clients stay as busy and buzzy as they like. We saw that during June last year when the home was closed for refurbishment, the manager wrote to service users and carers to ask them what would be their preferred activities during this period. The letter gave a number of options and costs, including events with low or no attached costs, to make sure that everyone had the opportunity to do something and no-one was discriminated against in terms of income. Some of the chosen activities were trips to Longleat and Marwell, the Sea Life Centre, Monkey World and a Tank Museum. We saw that risk assessments had been drawn up for each activity and reviewed by staff just prior to the activity taking place. Through reading the records and talking to people it was evident that the daily routine of Fernmount House is flexible and people who use the service can choose how to spend their time. Bedrooms can be locked and we observed one individual using their own key to lock the door. This person told us that they can use the communal facilities, such as the kitchen and laundry, independently or with some support from staff. The AQAA had identified that the service could do better at using pictorial menus. We saw examples of pictures and symbols that are currently being used to support individuals in making food choices. Meal choices are made on a daily basis by the individuals staying at Fernmount House, who can go shopping with staff or ask for particular foods to be bought. Independent food shopping and preparation is incorporated in care plans where possible. Special diets can be catered for and the service has sought the advice of the Diabetic Support Nurse to inform care planning. We saw that a publication was available giving guidance on supporting people with a learning disability to eat well. There was also new guidance on portion sizes, which was being used by one individual to support them on a diet, in line with their care plan. We saw recipes obtained for the individual we spoke with who enjoyed cooking. Since the last inspection the kitchen has been fully refurbished to enable people who use a wheelchair to access and use the equipment independently. Care Homes for Adults (18-65 years) Page 20 of 33 Personal and healthcare support 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 receive personal support from staff in the way they prefer and want. Their physical and emotional health needs are met because the home has procedures in place that staff follow. If people 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. If people are approaching the end of their life, the care home will respect their choices and help them to 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 . People who use the service receive personal support in the way they prefer and require and are protected by the homes policies and procedures for dealing with medicines. Evidence: Individualised support is provided for people using the service and details of this are recorded in care plans. For example, we saw the First Time Visit Report for someone new to the service, which included staff observations, descriptions and assessment of the persons support requirements. This included the persons preferred bedtime and what time they like to get up, the level of support required with washing and dressing and whether they prefer a bath or a shower. Sections of the new care plan format gave information such as Things I cant stand and Things I like. The AQAA told us that referrals have been made to relevant services for advice when a need has been identified, for example supporting someone with Epilepsy. It also told us the service had developed closer contacts with the District Nursing Team and the Diabetic Support Nurse to update someones care plan. Two health professionals indicated in our questionnaire that the service always seeks advice and act upon it in relation to individuals health care needs. One commented that they thought Fernmount House staff had the skills to cope with an emergency situation very well. Care Homes for Adults (18-65 years) Page 21 of 33 Evidence: Both indicated that the service always respect individuals privacy and dignity. We observed staff supporting people who use the service in a friendly and sensitive manner. None of the individuals currently staying at the home managed their own medication. The AQAA stated that individuals are encouraged to do this where appropriate and following an assessment of any risks this involved. A medication care needs assessment is completed by the manager and also signed by the individual and/or a relative. There was a small amount of medication being held for one individual and the administration records for this had been kept up to date by the staff. The service has policies and procedures in place and staff sign to say they read them. We saw that the home has suitable lockable storage for medication, including a fridge. If an individual has prescribed controlled drugs these are kept in a suitable storage facility and two staff members sign the record. We discussed with the manager the updated legislation about controlled drug storage and the manager said she would arrange for two additional bolts to be fitted to the current arrangement. The manager told us that all staff had completed medication administration training and a sample of records we saw confirmed this. The manager takes part in a medication policy review board and in the development of an assessment tool for staff competency in giving peoples medication. The majority of staff had been assessed and one staff member was in the process of this. The manager told us that all service users and carers have been advised of Hampshire County Councils new medication policy and its implications, specifically the use of non-prescribed medications. Care Homes for Adults (18-65 years) Page 22 of 33 Concerns, 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. Their concern is looked into and action taken to put things right. The care home safeguards people from abuse, neglect and self-harm and takes action to follow up any allegations. 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 . People who use the service can be confident that their views are listened to and acted on. The homes policies and procedures, backed up by staff training, protect people from abuse, neglect and self-harm. Evidence: The service has a complaints procedure that is in written and pictorial form to assist more people to access it. As a respite service there is also a discharge questionnaire that people can use to comment about the service. Questionnaires we received indicated that people who use the service, or their relatives/carers, know who to speak to if they are not happy and know how to make a complaint. One person used picture symbols to tell us I would find it difficult to say what is wrong but the staff are so nice they would know and help me. Another person told us If I have any problems I talk to staff. A relative said As parents we are aware of who to contact if we feel the need to. The AQAA told us there had been no complaints or safeguarding issues since the last inspection. The inspection report for April 2007 identified that the service had not received any complaints in the previous four years. The service has copies of the local authority safeguarding procedures and whistle blowing policy. The manager told us that all staff had completed basic adult protection training and the sample of records we saw further confirmed this. The two members of staff we spoke to said they had received the training and demonstrated understanding of the procedures for reporting and recording any suspected abuse. Care Homes for Adults (18-65 years) Page 23 of 33 Evidence: People who use the service look after their own money if possible, but a safe is available. If the service looks after an individuals money during their stay, records are kept and signed by the person and by a staff member. The manager showed us the records and money held for one of the people currently staying at the home and we saw these matched up. Care Homes for Adults (18-65 years) Page 24 of 33 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, comfortable, 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. People have enough privacy when using toilets and bathrooms. 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 use the service benefit from the improvements made to the environment, which promote independence and ensure that the home remains suitable for its purpose. Evidence: One of the people who use the service showed us around the communal areas and let us see their bedroom. During this we saw that a lot of improvements had been made to the environment since the last inspection, as stated in the AQAA. The improvements included new carpets and flooring throughout and new furniture and soft furnishings. The kitchen had been totally refurbished and made independently accessible to wheelchair users. A new central heating boiler had been installed and the units replaced with stainless steel cupboards and worktops. People who use the service were involved in choosing furniture and colour schemes. A new wall mounted television had been bought for the dining room and new wooden garden furniture for an outside seating area. A specialist bed and mattress had been installed in the ground floor bedroom. The manager told us about further plans in relation to fitting a new bath upstairs. The home looked clean and comfortable. There is a domestic laundry facility, which people who use the service are encouraged to use independently or with support from Care Homes for Adults (18-65 years) Page 25 of 33 Evidence: staff. Records showed that staff are trained in infection control procedures. The service employs a cleaning contractor five days per week. People who use the service, or their relatives, who completed questionnaires indicated that the home is always fresh and clean. One person wrote Fernmount House is like home from home. Another person said It is a lovely home. A relative commented How clean, welcoming and wellmaintained the house is. Care Homes for Adults (18-65 years) Page 26 of 33 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, qualified 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. People’s needs are met and they are supported because staff get the right training, supervision and support they need from their managers. People are supported by an effective staff team who understand and do what is expected of them. 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 use the service are supported by a trained, competent staff team and are protected by the homes recruitment policy and practices. Evidence: The previous inspection report commended the home in relation to the staff recruitment procedures, in which people who used the service were involved. The manager told us that the home continues to promote this involvement and provides pictorial formats to assist the individuals who participate on the panel. We saw that there is a reference file containing information about the required checks carried out on all staff prior to employment. We looked at the personnel records in relation to a newly appointed staff member and these included two written references and evidence of Protection of Vulnerable Adults (PoVA First) and Criminal Records Bureau (CRB) checks. The staff member was completing a six-month probation period and the records also showed that an induction had taken place, including mandatory training such as moving and handling and emergency aid. Records of regular supervisions were also on file. We spoke with the two members of staff on duty who talked about the induction, training and supervision they receive. Both said they thought the training is very good and that staff in the service generally train as a team. One of the staff members had Care Homes for Adults (18-65 years) Page 27 of 33 Evidence: applied to be the communication co-ordinator for the service, which entails specific training that she will feed back to the team in order to further develop communication tools. Both staff had National Vocational Qualification (NVQ) level 3 awards and the manager confirmed that all of the six permanent staff have obtained or are undertaking similar qualifications. One of the three casual staff also has an NVQ level 3. We looked at the training records for the same two staff members and these further confirmed the training received. This included, for example, moving and handling, emergency aid, food hygiene, infection control, medication, positive approaches to risk assessment, Makaton beginners 2-day workshop and managing challenging behaviour. Six members of staff completed our survey questionnaire. All confirmed that their employer carried out checks and references before they started work in the home. All indicated that they are being given training which is relevant to their role, helps them understand and meet the needs of people who use the service and keeps them up to date with new ways of working. One staff member commented I feel our training programme is very good and comprehensive. The unit is about to undertake epilepsy training and training on the Mental Capacity Act. A care manager wrote There is a very good staff team which are very service user focused. There is good communication between families and care managers. People who use the service, or their relatives, who completed questionnaires all indicated that the staff always treat them well. One person commented All the staff help me a lot. Another told us The staff and manager are brilliant, nothing is too much trouble for any of them. A relative wrote Without fail, all staff are helpful, considerate and friendly. The staff are to be commended for the willingness to accommodate. All those who completed the survey indicated that the staff always listen and act on what they say. A relative told us information required by parents is always passed on via my daughters communication book, after weekends and holidays. As my daughter has no communication this is so important, we can then chat to her about her time away. Care Homes for Adults (18-65 years) Page 28 of 33 Conduct and management of the 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 have confidence in the care home because it is run and managed appropriately. People’s opinions are central to how the home develops and reviews their practice, as the home has appropriate ways of making sure they continue to get things right. The environment is safe for people and staff because 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. They are safeguarded because the home follows clear financial and accounting procedures, keeps records appropriately and makes sure staff understand the way things should be done. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service . People who come to stay benefit from a well run service and can be confident that their views underpin its development. The health, safety and welfare of people who use the service and staff are promoted and protected. The management and staff are able to demonstrate a proven track record of providing good services. Evidence: The registered manager has managed the service for over ten years and is qualified with the Diploma in Social Work and the NVQ level 4 in Management. She updates her training as necessary and had recently undertaken training in the Mental Capacity Act, Deprivation of Liberty, the Safe Use of Medicines and Positive Approaches to Risk Management. During our visit we observed that the management approach of the service creates an open, positive and inclusive atmosphere. The manager communicates a clear sense of direction and is able to evidence continuous improvement and customer satisfaction, as shown by the AQAA, this inspection visit and responses to our survey. There have been no requirements or recommendations made as a result of our inspections over the last five years. Care Homes for Adults (18-65 years) Page 29 of 33 Evidence: We had received a letter in September 2008 from the relative of an individual who uses the service. The relative wrote to praise Lynne Chessell and her fantastic team at Fernmount House. My son has respite there and loves it. Fernmount House has made such a difference to our lives. Lynne and her team have been so supportive to us. For our survey questionnaire, another relative told us The care, consideration and professional attitudes by staff and especially the manager (who sets a benchmark for respite care managers few achieve) are a beacon of light. Another carer said Without Fernmount House I would not be able to do the carers job. Lynne and all the staff are always there to help me in any way. Staff and external professionals who completed our survey also gave positive responses about the service, staff team and management. The service has a quality assurance system in operation. People who use the service and their representatives are invited to give their views about the quality of service as part of a booking and discharge questionnaire. There is an annual carers meeting and the agenda for this is sent out in advance of each meeting. Each person who stays at the home has an allocated key worker and this provides a one to one point of contact. We saw records of monthly visits to the service by the providers representative. The reports of these showed regular checks are made, for example in relation to service user finances, storage and personal records, care plans and risk assessments, complaints and accident recording. The service has an appointed staff member who is the fire safety co-ordinator. This person does bi-annual checks to see if any changes to the procedures are needed and also ensures fire evacuation exercises are carried out and risk assessments updated. All visitors are required to sign the fire register on entry and when leaving the building and one of the people who use the service told us about the evacuation procedure. The AQAA contained a full list of the maintenance of equipment between 2008 and 2009, such as gas and electrical appliances. Staff records showed staff receive mandatory health and safety training and updates. Care Homes for Adults (18-65 years) Page 30 of 33 Are there any outstanding requirements from the last inspection? Yes  No  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 Adults (18-65 years) Page 31 of 33 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 Description 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 Description 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 Adults (18-65 years) Page 32 of 33 Helpline: Telephone: 03000 616161 or Textphone : or 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) Commission for Social Care Inspection (CSCI). 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 CSCI copyright, with the title and date of publication of the document specified. Care Homes for Adults (18-65 years) Page 33 of 33 - 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!