Inspection on 27/02/08 for Hampton House

This is the latest available inspection report for this service, carried out on 27th February 2008.

CSCI 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

Hampton House 16/06/05

Hampton House 20/09/04

Hampton House 26/05/04

Extracts from inspection reports are licensed from CQC, this page was updated on 08/07/2008.

CARE HOMES FOR OLDER PEOPLE Hampton House Church Lane Hampton Bishop Hereford Herefordshire HR1 4JZ Lead Inspector Denise Reynolds. Inspecting inspectors: P. Scott, L. Key Unannounced Inspection 27th February 2008 10:00 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 Hampton House DS0000024713.V360100.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. Hampton House DS0000024713.V360100.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Hampton House Address Church Lane Hampton Bishop Hereford Herefordshire HR1 4JZ 01432 870287 01981 250899 carolhfdcc@btinternet.com 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) Herefordshire Old Peoples Housing Society Limited Mrs Jennifer Mary Bates Care Home 34 Category(ies) of Old age, not falling within any other category registration, with number (34) of places Hampton House DS0000024713.V360100.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 31st January 2008 Brief Description of the Service: Hampton House is an Edwardian property set in 6 acres of landscaped gardens. It is situated in a village called Hampton Bishop, which is four miles from Hereford. A rural bus service passes approximately a quarter of a mile from the home. The home is owned by the Herefordshire Old Peoples Housing Society Ltd, a company registered with the Registrar of Friendly Societies under The Industrial and Provident Societies Act. The ultimate responsibility for the home lies with a Management Committee The Home was opened in 1951. Accommodation is on varying levels up to four floors. Communal rooms are on the ground floor. Some other areas are accessed via small flights of steps between each level. There is a passenger lift and a chair lift to assist access but a few parts can only be reached by negotiating steps. These parts are likely to be unsuitable for residents who have restricted mobility. All the bedrooms are single, and five have en-suite facilities. A Service User Guide and Statement of Purpose are advertised at the home and new residents get a copy of the guide. Inspection reports are also advertised in the entrance hall of the home. The current fees are £365 plus attendance allowance where applicable. There are additional charges for hair care, newspapers, toiletries and taxi transport. Hampton House DS0000024713.V360100.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is *two star good service. This means the people who use this service experience good quality outcomes. A range of evidence was used to make judgements about this service. This includes: information from the provider in the annual quality assurance assessment, staff records kept in the home, medication records, survey results from people who use the service, surveys from the staff team, discussion with the management, tour of the premises, previous inspection reports, quality assurance processes, Fire Authority reports, Environmental Health Office reports, observation of care experienced by people using the service. What the service does well: We looked at the information in the AQAA and our judgement is that the home strives to provide a good service and that they know what further improvements they need to make. Staff understand the complexities of providing care for older people and how deteriorating health, affects each person as an individual. Staff have explored better ways of recording the care plans which have shown a significant improvement in their content, particularly in respect of equality and diversity issues. Personal support is responsive to the varied and individual needs and preferences of the people who use the service. The delivery of personal care is individual and flexible. Staff respect privacy and dignity and are sensitive to changing needs. The service listens and responds to individuals’ choices and decisions about who delivers their personal care. Staff listen to people who live in the home and take account of what is important to them. The management committee communicates clearly and is able to evidence a sound understanding and application of the service’s operational systems, particularly in relation to continuous improvement, customer satisfaction, and quality assurance. Service users surveyed stated they have confidence in the staff that care for them. The service ensures that all staff receive relevant training that is focussed on delivering improved outcomes for people using the service. Hampton House DS0000024713.V360100.R01.S.doc Version 5.2 Page 6 What has improved since the last inspection? What they could do better: 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. Hampton House DS0000024713.V360100.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 Hampton House DS0000024713.V360100.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): Key Standards 3. 6 is not applicable Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Written records for the admission of new people to the service demonstrate that the process is personalised and that consideration has been given to all aspects of care. EVIDENCE: From records seen the service considers carefully the needs assessment for each prospective service user before agreeing admission to the home. Examples of assessments are within care plans viewed. The manager ensures that a summary of any assessment undertaken through the care management arrangements is obtained and insists on receiving a copy of the care plan. Prospective service users and their family, have the opportunity to visit and spend time in the home prior to agreeing admission. Hampton House DS0000024713.V360100.R01.S.doc Version 5.2 Page 9 Comments received from service users include: ‘I moved into Hampton House in an emergency, everyone made me feel very welcome and helped me to settle in.’ Relative comments include: ‘Anyone could send a relative to Hampton House and be secure in the knowledge the care, food and everything provided will be excellent.’ ‘If I need care when I’m elderly, I hope to find somewhere as wonderful as Hampton House.’ ‘We chose the home because we had a close relative there who died several years ago, many of the staff who cared for him still work at the home.’ Hampton House DS0000024713.V360100.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): Key Standards 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. The service aims to address and meet assessed need through the continued development of plans of care, so that service users are provided with more person centre care. The manager understands the need to comply with safe medication systems and staff practice ensures that the home’s procedures are complied with and that service users health matters are always safely addressed. The actions of staff and their approach to care ensures that service users are treated with respect and their right to privacy is upheld. EVIDENCE: Three care plans were examined. The practice of involving residents in the development and review of the plan is consistent. The plan in all cases Hampton House DS0000024713.V360100.R01.S.doc Version 5.2 Page 11 includes the information necessary to plan the individual’s care and includes a risk assessment element. The new system gives a more informed indication of care provided and progress made by individual service users. There is recorded evidence of updating information and changing actions in the care plans. Service users have access to health care services that meet their assessed needs both within the home and in the local community. Service users have access to dentists, opticians and other community services. The service users’ health is monitored and appropriate action taken. The home seeks professional advice on health care issues, acts upon it and generally is able to provide the aids and equipment recommended. There is written evidence in the care plan of health care treatment and intervention, and a record of general health care information including weight monitoring, and nutritional information. The home has a medication policy which is accessible to staff, medication records are up to date for each service user and medicines received, administered and disposed of are recorded. The manager has been working towards improvement in this area, including a new body chart to indicate the application of creams and a separate administration chart. The home has a training plan and trains staff in medication health care. Staff were seen to be aware of the need to treat residents with respect and to consider dignity when delivering personal care. The home arranges for service users to enjoy the privacy of their own rooms. Service users surveyed stated they were happy with the way that most staff deliver their care and respect their dignity. Comments received from staff include: ‘The home offers variety, independence and choice.’ ‘The service makes the residents feel like this is their home and they are looked after very well, if a doctor is needed, one is called for.’ ‘Each service user is treated as an individual and is made to feel comfortable and encouraged to inform someone if they are unhappy with something.’ Relative comments received include: ‘The care home meets every need of my mother. To find a more caring team of people would be impossible.’ ‘The care staff treat all residents as individuals and spend a lot of time with them on a one-to-one basis. It is a pleasure to see my mother so happy and content in this home.’ Hampton House DS0000024713.V360100.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): Key Standards 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. The routines of the home are planned around the service users needs and wishes. Staff listen to service users and make considerable effort to provide a flexible service, which enables them to enjoy a good quality of life. EVIDENCE: Rotas showed that sufficient staff resources are provided to allow time for activities and stimulation. The home operates a key worker system, which enables closer service user/family/ staff relationships where likes, dislikes and needs are shared. The home has developed a system for displaying information and bringing attention to community events and activities. Service users stated in their surveys that family and friends are made welcome and know they can visit the home at any time. Staff were seen to make time to talk to service users. The design of the home provides seating areas within the communal areas of the home where service users can entertain their visitors, in addition to the privacy of their own room. Hampton House DS0000024713.V360100.R01.S.doc Version 5.2 Page 13 The home is able to offer service users information and telephone numbers for contacting independent people who will act as advocates on the service users’ behalf where the service user prefers the help of an independent person. An advocate representative was being introduced to service users during our visit. Service users have the choice to bring a limited amount of small goods with them on admission to the home and were seen to keep personal items which are important to them in their own room. Experienced cooks are responsible for providing quality nutritional meals that meet the dietary needs of the service users. Tables were set attractively for lunch with the necessary cutlery and aids to help individuals during their meal. Regular drinks are available and staff were seen to make a cup of tea at any time when asked. Comments received from service users included: ‘The menu is variable and on the whole are enjoyed thoroughly. Alternatives are always available.’ Comments from staff include: ‘There is a lovely atmosphere here, Christmas day is always a special occasion.’ ‘All residents are well cared for, there is a good choice of diet.’ Hampton House DS0000024713.V360100.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): Key Standards 16,18 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Service users and others associated with the service state that they are very satisfied with the service provision, feel very safe and well supported by an organisation that has their protection and safety as a priority. EVIDENCE: The statement of purpose includes the arrangements for dealing with complaints and a copy of the procedure is displayed at the entrance of the home. Complaints and /or concerns raised at the home are recorded and logged with the outcome documented. We have not received any complaints /concerns directly during the period of time since the last inspection. Service users surveyed commented that at present they did not have any concerns but if they did they would have no hesitation but to ask to see the manager. The local multi agency adult protection procedures are available for staff reference should they be needed. Staff support those service users who need help in financial matters, they work to clear service policies that protect the service user from financial abuse and clearly direct staff in their practice. Hampton House DS0000024713.V360100.R01.S.doc Version 5.2 Page 15 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): Key Standards 19,26 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The physical design and layout of the home has improved, through service user choice, so that they live in a safer, better-maintained and comfortable environment, which encourages independence. EVIDENCE: The management spoke of the refurbishment improvement plan which is in place and of the further long term work to be in progress. All areas seen around the home are clean and rooms personalised according to the wishes of those service users occupying them. The choice and style of furnishings is conducted in consultation with service users. Many bedrooms do not have en-suite toilet facilities and commodes are used. Commode pots are emptied in the sluice rooms. They are also cleaned within these rooms and are disinfected by hand which is not good infection control practice Hampton House DS0000024713.V360100.R01.S.doc Version 5.2 Page 16 Staff wear protective aprons and gloves when dealing with personal care. An audit of the grounds has been arranged so that access can be improved. Hampton House DS0000024713.V360100.R01.S.doc Version 5.2 Page 17 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): Key Standards 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. Staff in the home are being trained and are in sufficient numbers to fulfil the aims of the home and meet the changing needs of service users. EVIDENCE: NVQ training is provided and almost 100 of care staff have level 2. The service also trains ancillary staff to NVQ level. Two staff files we viewed show that all required checks are completed before the employee starts at the home. The service has a training contract with the Primary care Trust to provide all mandatory training. The service maintains a matrix as an overview of when individuals require updates. Two senior care staff and an assistant manager are undergoing NVQ 3 in care. Comments received from service users include: ‘All staff are courteous and pleasant, and if anything is requested, within reason they do their best to oblige.’ ‘At Hampton House all the staff are lovely to be with, they care very well for everyone. It’s not like a ‘home’, its like your own home.’ Hampton House DS0000024713.V360100.R01.S.doc Version 5.2 Page 18 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): Key Standards 31,33,35,38 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The management and administration of the home is based on openness and respect and with effective quality assurance systems and audits being developed, service users are assured that the overall conduct of the home is being well managed. EVIDENCE: The management committee’s practice is service user focussed and shows a commitment to conducting regular service user and relatives meetings that are minuted. Hampton House DS0000024713.V360100.R01.S.doc Version 5.2 Page 19 People who use the service say that they trust the staff and feel safe in the home. The care manager works to improve services and provide an increased quality of life for residents with a strong focus on equality and diversity issues. She is person centred in her approach and people say that she is very approachable. The service has its own quality assurance programme consisting of audits, surveys etc which is fully implemented and records kept. Record keeping systems have improved as new formats are implemented. A health and safety audit and fire risk assessment and audit have been completed. Fire training is planned for July 2008. Comments received from staff include: ‘I receive a great deal of support from the manager.’ ‘We have a one-to-one every two months and can request it sooner is we have any problems.’ Hampton House DS0000024713.V360100.R01.S.doc Version 5.2 Page 20 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 “N/A” 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 X X 3 X X N/A 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 X X X X X 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 X 3 X 3 X X 3 Hampton House DS0000024713.V360100.R01.S.doc Version 5.2 Page 21 Are there any outstanding requirements from the last inspection? Nil 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 OP26 Good Practice Recommendations The provider should consider installing a thermostatic sluice disinfector in due to the amount of commodes used. This would reduce the possibility of cross-contamination through disinfecting by hand. Hampton House DS0000024713.V360100.R01.S.doc Version 5.2 Page 22 Commission for Social Care Inspection West Midlands West Midlands Regional Contact Team 3rd Floor 77 Paradise Circus Queensway Birmingham, B1 2DT 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 Hampton House DS0000024713.V360100.R01.S.doc Version 5.2 Page 23 - 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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