Inspection on 28/05/08 for Greenbanks Residential Care Home

This is the latest available inspection report for this service, carried out on 28th May 2008.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Good. The way we rate inspection reports is consistent for all houses, though please be aware that this may be different from an official CSCI judgement.

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.

Extracts from inspection reports are licensed from CQC, this page was updated on 27/09/2008.

CARE HOMES FOR OLDER PEOPLE Greenbanks Residential Care Home 31 Buckland Road Maidstone Kent ME16 0SL Lead Inspector Paul Stibbons Unannounced Inspection 28th May 2008 10:50 X10015.doc Version 1.40 Page 1 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 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Greenbanks Residential Care Home DS0000070669.V363339.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Greenbanks Residential Care Home DS0000070669.V363339.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Greenbanks Residential Care Home Address 31 Buckland Road Maidstone Kent ME16 0SL Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) 01372 806607 raydroy@ntlworld.com Mrs Mariefrance Antoinette Roy Mr Doorgaduth Roy Mrs Mariefrance Antoinette Roy Care Home 16 Category(ies) of Old age, not falling within any other category registration, with number (0) of places Greenbanks Residential Care Home DS0000070669.V363339.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following categories 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 category: 2. Old age, not falling within any other category (OP) - 16 The maximum number of service users to be accommodated is 16. Date of last inspection Brief Description of the Service: Greenbanks residential care home is a detached house with the benefit of a purpose built extension offering comfortable living accommodation. Greenbanks is a care home for older people and those with early diagnosis of dementia and is registered for 16 persons. The home is situated in the centre of Maidstone Kent within walking distance of all amenities – shopping centre, post office, banks, railway and bus stations, leisure centre and the river Medway. The home provides 24 hour personal care and supervision. The accommodation comprises, 1 double en-suite bedroom, 14 single bedrooms of which 4 are en-suite, TV lounge, sitting room and dining area. Access to the first floor bedrooms is by passenger lift or stairs and the home has a nurse call system. The fees for this service currently range between £350 and £1600 with additional charges for newspapers/magazines, hairdressing and chiropody. Greenbanks Residential Care Home DS0000070669.V363339.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced inspection was the first for this service. The home had completed an Annual Quality Assurance Assessment (AQAA) and returned it to the CSCI prior to this visit. A variety of records and documents were examined during the visit and discussions held with the provider/manager, residents and staff members. A tour of the building was conducted and feedback given to the provider/manager at the conclusion of the inspection. What the service does well: What has improved since the last inspection? What they could do better: A more detailed completion of the Annual Quality Assurance Assessment stating what the home does well, and evidence to support statements, along with how the home has improved and will continue to improve, would give the reader a more comprehensive view of the service. Greenbanks Residential Care Home DS0000070669.V363339.R01.S.doc Version 5.2 Page 6 Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Greenbanks Residential Care Home DS0000070669.V363339.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR 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) Scoring of Outcomes Statutory Requirements Identified During the Inspection Greenbanks Residential Care Home DS0000070669.V363339.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 1,2,3,4,6 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Prospective residents are provided with sufficient information on which to base an informed decision as to whether the home will meet their needs. Prospective residents are assured their needs can be met through preadmission assessments prior to a placement within the home. Each resident has an individual written contract of terms and conditions with the home. Greenbanks Residential Care Home DS0000070669.V363339.R01.S.doc Version 5.2 Page 9 EVIDENCE: The home provides a statement of purpose that is specific to the individual home and the resident group they care for. It clearly sets out the objectives and philosophy of the service supported by a service user’s guide. The guide details what the prospective residents can expect and gives a clear account of the specialist services provided, quality of the accommodation, qualifications and experience of staff, how to make a complaint. Admissions are not made to the home until a full needs assessment has been undertaken. For people who are self-funding and without a care management assessment, a skilled and experienced member of staff always undertakes an assessment. The assessment is conducted professionally and sensitively and involves the individual and their family or representative, where appropriate. Where the assessment has been undertaken through care management arrangements the service insists on receiving a summary of the assessment and a copy of the care plan. New residents are provided with a statement of terms and conditions or a contract. This sets out in detail what is included in the fee, the role and responsibility of the provider, and the rights and obligations of the individual. The home provides services for respite care where they are encouraged to live as interesting and independent lifestyle as possible. Greenbanks Residential Care Home DS0000070669.V363339.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7,8,9,10 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People living in the home have an individual plan of care that sets out their health, personal and social care needs. People living in the home are protected by the home’s policies and procedures for dealing with medication. People living in the home are treated with respect and their right to privacy is upheld. Greenbanks Residential Care Home DS0000070669.V363339.R01.S.doc Version 5.2 Page 11 EVIDENCE: Personal healthcare needs including specialist health, nursing and dietary requirements are clearly recorded in each person centred plan. They give a comprehensive overview of their health needs and act as an indicator of change in health requirements. Residents have access to healthcare and remedial services. Staff members make sure that those who are fit and well enough are encouraged to be independent, have regular appointments and visit local health care services. The health care needs of residents unable to leave the home are managed by visits from local health care services. Residents have the aids and equipment they need and these are well maintained to support them and staff in daily living. The home has an efficient medication policy supported by procedures and practice guidance, which staff understand and follow. Medication records are fully completed, contain required entries, and are signed by appropriate staff. Controlled drugs are stored appropriately and double signatures and audits are completed. The home has a good record of compliance with the receipt, administration, safekeeping, and disposal of controlled drugs. Staff have completed and passed an appropriate medication course. An assessment has been carried out to ensure each member of staff is competent to handle, record and administer medication properly. Greenbanks Residential Care Home DS0000070669.V363339.R01.S.doc Version 5.2 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14,15 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People living in the home are offered a range of activities to participate in that will satisfy their social, religious and recreational interests and needs. People living in the home are supported in maintaining contact with family, friends and the local community as they wish. People living in the home receive a varied and wholesome diet that is of their choosing. Greenbanks Residential Care Home DS0000070669.V363339.R01.S.doc Version 5.2 Page 13 EVIDENCE: The service has a strong commitment to enabling residents to develop or maintain their skills, including social, emotional, communication, and independent living skills. People who use the service have the opportunity to develop and maintain important personal and family relationships. Residents spoken with state they receive visits from family and friends on a regular basis. The service respects the human rights of people using the service with fairness, equality, dignity, respect and autonomy underpinning the care and support being provided. Residents are involved in meaningful daytime activities of their own choice and according to their individual interests, diverse needs and capabilities. They have been fully involved in the planning of their lifestyle and quality of life. Activity records viewed included reading, quizzes, board games, TV and DVD. Meaningful social interaction between residents and staff was observed during the visit. The service is committed to the principles of inclusion and promotes and fosters good relationships with neighbours and other members of the community. Two residents receive visits from a religious minister and members of the local church. Residents are offered a varied and healthy diet with good use of fresh fruit and vegetables and of their choice. Residents spoken with spoke highly of the food they were receiving. Greenbanks Residential Care Home DS0000070669.V363339.R01.S.doc Version 5.2 Page 14 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16,18 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People living in the home can be confident that their complaints will be listened to, taken seriously and acted upon. People living in the home are protected from abuse. EVIDENCE: The home has an open culture that allows residents to express their views and concerns in a safe and understanding environment. The service has a complaints procedure that is clearly written and easy to understand. The complaints procedure is supplied to everyone living at the home and is displayed in a number of areas within the service. Residents spoken with understand how to make a complaint and are clear about what will happen if a complaint is made. No complaints about the home have been received by the CSCI and the manager states there have only been minor issues that have been quickly resolved. Greenbanks Residential Care Home DS0000070669.V363339.R01.S.doc Version 5.2 Page 15 The policies and procedures for safeguarding adults are available and give clear specific guidance to those using them. Staff members spoken with demonstrated a good understanding of adult protection issues and reporting procedures. Training records viewed confirm training of staff in safeguarding vulnerable adults is regularly arranged by the Home. Residents or their representatives deal with finances and the home only holds small sums of money for safe keeping for which records are kept of all transactions. Greenbanks Residential Care Home DS0000070669.V363339.R01.S.doc Version 5.2 Page 16 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19,20,23,24,26 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents live in a safe, comfortable and well-maintained environment with ample personal and communal space to meet their needs. The home is clean, pleasant and hygienic. EVIDENCE: The home provides a physical environment that is appropriate to the specific needs of the people who live there. Greenbanks Residential Care Home DS0000070669.V363339.R01.S.doc Version 5.2 Page 17 The home is a very pleasant, safe place to live and the bedrooms and communal rooms meet the National Minimum Standards or are larger. Some bedrooms have en-suite facilities and all bedrooms and bathrooms have a call alarm system in place. Residents are encouraged to personalise their bedrooms and rooms viewed had personal possessions on display that reflected the interests and lifestyles of the individual. All the home’s fixtures and fittings meet the needs of individuals and can be changed if their needs change. The home has a passenger lift to the first floor, in-line bath hoist, independent lifting hoist and wheelchairs available for transfer of residents. Records of servicing are evident. The environment promotes the privacy, dignity and autonomy of residents. The shared areas provide a choice of communal space with opportunities to meet relatives and friends in private. Some areas of carpet are showing signs of wear and the manager states these are due to be replaced. The home is well lit, clean and tidy and smells fresh. The management has a good infection control policy and no obvious health and safety hazards were identified during the visit. Greenbanks Residential Care Home DS0000070669.V363339.R01.S.doc Version 5.2 Page 18 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27,28,29,30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents’ needs are met by a competent and trained staff team in sufficient numbers to meet their needs. People living in the home are protected by the home’s robust recruitment policies and procedures. EVIDENCE: Staffing rotas viewed evidence that there are consistently enough staff available to meet the needs of the people using the service, with more staff being available at peak times of activity. On the day of this visit four staff were on duty in addition to management. The staffing structure is based around delivering outcomes for residents and is not led by staff requirements. All staff members receive relevant training that is focussed on delivering improved outcomes for residents. Two staff training files viewed evidenced Greenbanks Residential Care Home DS0000070669.V363339.R01.S.doc Version 5.2 Page 19 completed induction training and other relevant mandatory courses. The home puts a high level of importance on training and staff members spoken with confirm that they are supported through training to meet the individual needs of people in a person centred way. Staff members undertake external qualifications beyond the basic requirements. 80 of staff members have NVQ level 2 or above in care awards. Managers encourage and enable this and recognise the benefits of a skilled, trained workforce. There is a good recruitment procedure that clearly defines the process to be followed that includes 2 references and appropriate CRB/POVA checks. This procedure is followed in practice confirmed by staff files viewed during the visit. The Manager recognises the importance of effective recruitment procedures in the delivery of good quality services and for the protection of individuals. Staff meetings and supervision sessions take place regularly. Notes and action points are taken of meetings and sessions, and progress is regularly reviewed. Greenbanks Residential Care Home DS0000070669.V363339.R01.S.doc Version 5.2 Page 20 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31,32,33,35,36,38 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Resident’s benefit from living in a home that is run by an experienced provider/manager in their best interests. The health, safety and welfare of residents and staff are promoted and protected. Greenbanks Residential Care Home DS0000070669.V363339.R01.S.doc Version 5.2 Page 21 EVIDENCE: The manager has the required qualifications and experience and is competent to run the home and they work to continuously improve services. They provide an increased quality of life for residents with a strong focus on equality and diversity issues and promoting human rights, especially in the areas of dignity, respect and fairness. There is also a focus on person centred thinking, with residents shaping service delivery. There is a strong ethos of being open and transparent in all areas of running of the home and the manager leads and supports a strong staff team who have been recruited and trained to a high standard. There are effective systems to monitor staff adherence to policies and procedures during their practice and supervision records viewed during this visit evidences that staff members receive feedback on their work Safeguarding is given high priority and the home provides a range of policies and guidance to underpin good practice. The home has access to professional business and financial advice and has all the necessary insurance cover in place to enable it to fulfil any loss or legal liabilities. Health and safety records viewed during this visit were complete and current and there were no obvious hazards to the safety of residents and workers. All sections of the AQAA were completed and the information gives a reasonable picture of the current situation within the service. The evidence to support the comments made is satisfactory, although there are areas where more supporting evidence would have been useful to illustrate what the service has done in the last year, or how it is planning to improve. The AQAA gives us some limited detail about the areas where they still need to improve. The ways that they are planning to achieve this are briefly explained. Greenbanks Residential Care Home DS0000070669.V363339.R01.S.doc Version 5.2 Page 22 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “ ” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 3 3 3 3 X 3 HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 3 X X 3 3 X 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 3 3 X 3 3 X 3 Greenbanks Residential Care Home DS0000070669.V363339.R01.S.doc Version 5.2 Page 23 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. Refer to Standard OP33 Good Practice Recommendations A more detailed completion of the Annual Quality Assurance Assessment stating what the home does well, and evidence to support statements, along with how the home has improved and will continue to improve, would give the reader a more comprehensive view of the service. Greenbanks Residential Care Home DS0000070669.V363339.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Maidstone Office The Oast Hermitage Court Hermitage Lane Maidstone ME16 9NT National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Greenbanks Residential Care Home DS0000070669.V363339.R01.S.doc Version 5.2 Page 25 - 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. 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