Please wait

Inspection on 29/06/10 for Oxford House Nursing Home

Also see our care home review for Oxford House Nursing Home for more information

This is the latest available inspection report for this service, carried out on 29th June 2010.

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

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

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

What the care home does well

The service makes sure that it writes things down very carefully, so that everybody knows what people need and how staff are going to help them. The home make sure that people are helped in a way that they prefer by asking them to agree to how they are to be helped. The home has written down what help people need to make sure that they stay as healthy as they can and support people to get any additional health care, as necessary. Medicine is given by staff who are properly trained and know how to give it safely, anyone who wants to and is able to, safely, can self medicate. The home make sure that people are not badly treated by anyone, they listen to what people say to them and know what to do if they are worried that people do not feel safe. People feel safe in the home and are happy to talk to staff if they have any worries or concerns. The staff team are well trained, safely recruited and very enthusiastic and committed to providing the best possible care. Numbers of staff, on duty, ensure that staff have the time to respond to peoples` needs, quickly and effectively. The home is run by any experienced manager who knows what people need and works very closely with the staff team and the people who live in the home.

What has improved since the last inspection?

The home make sure that people have plenty of drinks and that they are always where people can reach them. They help those people who cannot drink independently to have regular drinks. People can reach their call bells so that they can summon help, if they need it. The night staff always make sure that they know how many people are in the home incase there is an emergency. The staff team have learned all about privacy and dignity and put their learning into practice, making sure that people are always treated with respect and their dignity is maintained, at all times.

What the care home could do better:

This key inspection resulted in no requirements. There were good practice discussions with the manager about the possible development of guidelines for people who may present behaviour that distresses themselves and others and guidelines for the administration of medication that is prescribed to be taken when necessary.

Key inspection report Care homes for older people Name: Address: Oxford House Nursing Home 204 Stoke Road Slough Berkshire SL2 5AY     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this full review a ‘key’ inspection. Lead inspector: Kerry Kingston     Date: 2 9 0 6 2 0 1 0 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Older People Page 2 of 27 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 27 Information about the care home Name of care home: Address: Oxford House Nursing Home 204 Stoke Road Slough Berkshire SL2 5AY 01753536842 01753539262 info@oxfordhousenursinghome.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Mr Edward Millar Johnston,Mrs Abina Teresa Johnston Name of registered manager (if applicable) Angela Cole Type of registration: Number of places registered: care home 34 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: The maximum number of service users to be accommodated is 34. The registered person may provide the following category/ies of service only: Care home with nursing - (N) to service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category (OP). Date of last inspection Brief description of the care home Oxford House Nursing Home was opened in 1980 and is owned by independent proprietors Mr and Mrs Johnston. It has the facilities for 34 people, over 65, who require Nursing and personal care. The home is situated in a quiet residential close on the northern outskirts of Slough. The home offers views over adjoining school playing fields and residential properties. Care Homes for Older People Page 4 of 27 Over 65 0 0 Brief description of the care home The establishment was originally an Edwardian family home and has many of the original features and decor, a lift provides access to the first floor. The fees for this service range from £620 to £800 per week dependant on size of room and assessed needs. Care Homes for Older People Page 5 of 27 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: The last key inspection on this service was completed on the 21st May 2009. This is a report for the key inspection, which included a routine unannounced site visit to the service. This took place between 10:00 am and and 4.00 pm on the the 29th June 2010. The information was collected from an Annual Quality Assurance Assessment, a document sent to the service from the Care Quality Commission and completed by the registered manager, Angela Cole. Discussions with at least four people who live in the home, four visitors, one of the providers, the manager and deputy manager took place. Limited observation of people and their interactions with staff took place during the visit to the home. Reviewing records of the people who use the service and other records and procedures was also used to collect information on the day of the visit. All information received by the Commission since the last inspection, about this service Care Homes for Older People Page 6 of 27 was also taken into account when producing this inspection report. Care Homes for Older People Page 7 of 27 What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking Care Homes for Older People Page 8 of 27 following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line 0870 240 7535. Care Homes for Older People Page 9 of 27 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 10 of 27 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home ensure that people are properly assessed so that people who use the service know that it can meet their needs. Evidence: Plans of care for the two people who have been admitted, most recently, were seen. A full assessment is completed by the manager,deputy manager or senior nurse. The assessment process continues once people are admitted to the home and include all areas such as healthcare, personal care, mobility and communication. People are encouraged to visit the home, prior to admission, but do not always do so particularly those funded by the Local Authority or admitted from hospital. One persons full assessment showed that she was involved in producing it, it includes her preferences and how she will express these for instance it says ask her on the day what help she would like as it will change because of her condition. One person said that staff know her needs and treat her well, she can talk to them and they listen to Care Homes for Older People Page 11 of 27 Evidence: what she wants/needs, they are very helpful and supportive during a difficult time. The home confirm that they are able to meet needs via the care plan and a six week review, which is held if people are to stay in the home long term. Plans of care are also reviewed monthly to ensure they are still meeting peoples changing needs, adjustments are made, as necessary. After admission the home identified that they were unable to meet the needs of an individual, they sought the necessary support to ensure that the person was moved to a more suitable placement. Care Homes for Older People Page 12 of 27 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home has detailed care plans which include personal, social and health care needs. Peoples needs as identified in the care plans are fully met and people are happy with the standard of care they receive. Medication is administered as safely as possible. Evidence: Four plans of care were seen. Plans of care referred to all necessary areas of care such as communication, especially for those who have specific communication needs for instance those who are unable to speak English, those with sensory deprivation or have suffered a stroke. They are comprehensive and ensure that staff are able to communicate with them at all times. Health care plans include how people show pain and their pain thresholds, people sign their own plans of care where they are able and families or advocates are involved where people not able to sign for themselves. There was a discussion about what it is appropriate for family to consent to, the manager said would review the wording and understanding of documents where families are involved in the decision making process and share and discuss such involvement at the formal annual reviews. Care Homes for Older People Page 13 of 27 Evidence: The home focus on choice as part of dignity such as one person self medicating and all plans of care include how people make choices and how staff are to give choices. Dignity is discussed as a topic at staff meetings and National Dignity in Care Day was celebrated at the home with staff, people who live in the home, families and community guests invited. Staff spoken to are very clear about how they protect peoples privacy and dignity. The dignity issues also relate to diversity, the home is very aware of equality and diversity, they celebrate the diversity of the staff team and of the resident group. They try to ensure that a staff member is available to interpret for people who are unable to speak English or for whom English is not their first language. People are addressed by titles and names that people prefer and show respect in their culture, this information is supplied by staff or family members. Staff were observed treating people with great respect and sensitivity and listening carefully to their requests. A family member said he is extremely satisfied with the care his mother receives, it changes as her needs change and they have been absolutely wonderful now that she is very ill, they have offered him great support and he couldnt have found a better place for her. He is confident that his mum gets the best care that she can. People are risk assessed as necessary and all falls are carefully recorded. Health care plans contain all necessary information and very detailed records are kept of fluid intake,food intake,weight, any visits by other professionals and any other information to ensure the well being of the people who live in the home. Fluids are available within easy reach of people (cold drinks) and hot drinks are offered regularly. Those people who are unable to access fluids for themselves are offered them a minimum of two hourly or as often as their plan of care specifies. Call bells were seen to be in accessible places and were heard being used, throughout the day, they were answered within a matter of minutes. The requirements from the last inspection have been met and staff and management meeting minutes showed the numerous discussions about how issues were to be addressed and improvements maintained. There have been 15 deaths since the last inspection, the manager monitors them carefully, she confirmed that it is not an excessive number because of the frailty of some of the people who are admitted to the home. She said that the G.Ps and other professionals have no concerns about the care given to people who live in the home. Comments form the annual satisfaction survey confirmed this, one of the comments was, the staff at Oxford House know their residents well. They are quick to raise concerns about the Health of the residents and implement any advice given, The home involve other professionals, as necessary and keep evidence of their visits. Other professionals include, opticians, GPS, district nurses, tissue viability nurses, Care Homes for Older People Page 14 of 27 Evidence: Community psychiatric nurses, Occupational therapists, physiotherapists chiropodists and Local Authority reviewing officers. The Local Authority reviewing officer who had completed a review on the day of the visit said she was very happy with the care of the individual she was reviewing and the general care given by the home. Medication is stored securely and correctly, only registered nurses administer medication, they do not use a monitored dosage system. The pharmacist visits twice a year, the last visit was in April 2010, the manager advised that no concerns were raised. The deputy manager audits medication weekly and nurses check medication administration records at handover, there have been no medication errors recorded in the last six months. People are generally supported to keep their own G.Ps, one person said that she has found this very comforting as she has a very good relationship with her family GP. The manager said that the home get very good support, including for end of life care from the six surgeries that they use. A G.P was seen visiting the home on the day of the visit. Controlled drugs are properly stored and recorded, they are generally used for pain but any medications used to help people with behaviour control are treated as controlled as a matter of good practice. It was discussed that it may also be good practice to have guidelines for all medication, which is prescribed to be taken as necessary. People who are bed bound and request that their doors are left open are decently covered and staff are aware of their dignity at all times, doors are shut when any care is being given. Minutes of staff meetings noted discussions about people being able to retire and rise when they wish. Four people spoken to said that they can go to bed, dress and get up when they choose. A staff member said the the greatest improvement in the home in the past few years is that the home is run according to the needs and choices of the people who live there rather than by routines which may be easier and more efficient for staff but does not afford people opportunities for choice and control of their daily life. Visitors spoken to said that the care was very good, staff always listen to them if they have any concerns and they feel that their family members are as happy as they can be and get the best possible care Care Homes for Older People Page 15 of 27 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home make sure that people have an interesting and rewarding lifestyle, remain part of the community and keep in contact with families and friends. The people who use the service are offered varied and nutritional food, that people enjoy. Evidence: The home have specific planned activities twice a week, that is a church service and Bingo. There are at least two external activities per month such as PAT dog visits, music and bell ringing. The home has an activity co-ordinator who works week days 912, she organises group activities and individual activities which include quizzes, craft work and chatting or reading to people. Many people prefer to be in their rooms to pursuing their activities of choice such as one person being supplied with Bollywood DVDS as that is his favourite entertainment. Special occasions are celebrated for instance people have a sweep stake for the world cup, designing/making flags for diversity day and various religious/cultural celebrations. There are no TVs in communal areas, which are quite small, but the home provide everyone with a TV in their room if they wish. The home is trying to develop a greater variety of activities, noted on the development plan, and extend to afternoon activities. People spoken to said that they have enough to do. Care Homes for Older People Page 16 of 27 Evidence: Most people have family contacts and/or friends who visit, the visitors book showed that the home is busy, people are made to feel welcome, many visiting frequently as the vast majority of people in the home are local. Visitors said they are always made to feel very welcome, they feel comfortable to visit the home and are offered refreshments and support especially if they travel any distance. The staff always have time for them and make time to discuss any worries they may have. The few people who do not have family support have friends or age concern advocates. The home has a garden party planned for July when they hope to get more people interested in attending the resident/relative meetings that are held approximately twice a year. The mealtime was relaxed and people were assisted sensitively and discreetly as necessary. The dining area is small and not used by many, people choose to have their meals in their rooms or in the sitting room, as they wish. On the day of the visit some people had chosen to have their meal in the garden, all are accommodated. Meals are well presented looked appetising and people are offered choices. The home provide food that is culturally and religiously appropriate. The dignity day included staff dressing in national costumes and providing food from their culture which was very popular. Menus rotate four weekly, but change depending on the popularity of dishes and choices of the current resident group. The menus seen, were well balanced and nutritious. All individuals have a nutritional assessments and are weighed regularly to ensure their well being. Residents and visitors said the food is very good and people can choose whatever they want if they do not like what is on the menu. Care Homes for Older People Page 17 of 27 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home listens to peoples complaints and does something about them, people are confident that they will be listened to. Staff are committed to and have the knowledge to keep people safe from all forms of abuse or poor care practice. Evidence: The home has a comprehensive complaints policy, only one complaint has been recorded since the last inspection, the manager confirmed that only one complaint has been received. This was dealt with quickly and the complainant satisfied with the outcome. Four people spoken to confirmed that they know how to complain and said that the staff and manager respond immediately to any concerns they may have. Complaints are recorded in detail although the action taken could include a bit more detail. It was clear that a complaint can trigger a number of actions including the manager providing staff with specific supervision and further training on any issues arising from the complaint.The home have received 22 compliments about the care they offer, since the last inspection. All staff have completed safeguarding training and the three staff spoken to were able to explain very clearly what action they would take if they suspected any form of abuse, ill treatment or bad practice in the home. They were very clear about their legal and moral responsibilities to protect the vulnerable people that they care for. All were very confident that the manager and providers would take the appropriate action Care Homes for Older People Page 18 of 27 Evidence: but were also clear that they would go outside of the home/organisation if necessary to protect people. People who live in the home, spoken to said that they feel safe and could talk to any staff about any worries they have, two family members spoken to said that they are confident that their family members are safe. There have been no safeguarding referrals since the last inspection. The home does not use physical restraint, they have a physical aggression policy but do not have specific guidelines for individuals to minimise the risk of aggressive behaviours. The manager agreed to look at whether they would be useful for some individuals who have developing dementia. Plans of care include capacity to consent, peoples wishes/choices if they develop serious illness and their choices with regard to end of life care. The service is fully aware of the mental capacity act and have made a Deprivation of Liberties referral to the local authority. Care Homes for Older People Page 19 of 27 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are provided with a pleasant, homely environment to live in, which meets their individual and group needs. All areas are kept to a good standard of cleanliness and hygiene. Evidence: The home is well decorated and is a welcoming and homely environment. Communal space is limited but is used as the people who live there choose. The dining area very small but opened up in the summer into the small garden, it is also well used by the people who are resident. People spoken to said that they are very comfortable their and like the way that they can choose where to eat. The laundry is outside of the house and is well ordered with two new machines recently purchased to improve clothes care. The house is clean and hygienic, staff are very aware of infection control. The home has numerous hoists and other moving handling equipment to ensure people can be handled safely and stay independent for as long as possible. The garden is very well kept including hanging baskets and areas of the garden that the residents participate in keeping, if they choose. Care Homes for Older People Page 20 of 27 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home has enough staff to properly meet the needs of the people who use it. They are well trained and qualified to ensure that they are able to offer the best possible care. Evidence: The home has a total of 42 staff, 28 care staff, seven nurses and an ancillary team. There are a minimum of seven staff from 7am to 2 pm and five from 1 pm to 7pm, there are three night staff 7pm to 7am but day staff may work up to 9pm, dependent on the needs of the residents. The manager continually reviews the numbers and needs of the people who are in the home to ensure the correct numbers and balance of staff. There is always at least one nurse on duty at night with a minimum of two during day time hours. The home does not, generally, use agency or causal staff, shortfalls are covered by overtime or people on flexible contracts. Two staff files were seen, all necessary documentation was available and included interview questions, a recruitment checklist, a probation report (3 months), supervision and appraisal records. Staff do not work unsupervised prior to CRB checks some complete an induction once they have Independent Safeguarding Authority clearance. 26 of the 35 care staff have an NVQ 2 or equivalent qualification, 19 care staff have Care Homes for Older People Page 21 of 27 Evidence: an NVQ and the seven nurses are fully qualified. All mandatory training courses are kept up-to-date and include as additions safeguarding, dignity/diversity and equality. Staff spoken to said that they have good training opportunities. All staff are involved in writing records and are fully involved in all aspects of peoples care. Staff spoken to were very enthusiastic, knowledgeable and committed to providing the best possible care. Visitors spoken to described staff as friendly and responsive to peoples needs, welcoming to families and visitors, very conscious of peoples dignity, sensitive and very positive. Staff were observed to be confident, treating people with great respect, using discretion and sensitivity and responding quickly to peoples needs. People spoken to said the staff are wonderful,they always have time for you, they come when you need them, they treat me very well and they are lovely....all of them. Care Homes for Older People Page 22 of 27 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is well managed, in the best interests of the people who live there. People are kept as safe as possible by adherence to Health and Safety procedures. Evidence: The manager has been at the home for several years, she is a Registered Nurse and has a registered managers Award, completed in 2010. Staff described the management of the home as very supportive, they treat the staff well, they are always trying to improve things for the residents. People who live in the home said, the manager is great you can always talk to her. One person said that the owners visit and you can always talk to them if you have any problems. The home has a quality assurance system that includes regular regulation 26 visits and annual questionnaires sent to the people who live in the home and other interested parties. The results of the questionnaires are collated and an improvement plan (development plan) is produced from the responses. The home also have resident and relative meetings. The 2010 customer satisfaction survey resulted in people being Care Homes for Older People Page 23 of 27 Evidence: overall 99 satisfied with the quality of the service at the home (improved from 89 in 2009). This finding was supported from the compliments log seen, discussions with people who use the service and visitors to the service spoken to on the day of the inspection visit. Comments from the returned questionnaires included, I have found Oxford House to be a very warm welcoming home, very much geared towards family. Its run in an open and honest way, with families encouraged to express fears or concerns, in all our dealings with the team at Oxford House, we have always found them caring, attentive and nothing is ever too much trouble, they are a credit to their profession. We do mean the whole team, from cleaners, catering staff up to the managers. The home does not deal with peoples finances they invoice families or advocates for any expenditure. The AQAA noted and the manager confirmed that all health and safety maintenance checks have been completed as required. Environmental Health visited in 2010, the visit resulted in one requirement and three recommendations which have all been met. The manager confirmed that all radiators are covered, cool touch or risk assessed and all first floor windows have restrictors on them. Accidents and incidents are recorded in detail, the record includes the action being taken to minimise the risk of recurrence. Handover sheets note how many residents are in the building overnight, for the purpose of fire and safety. Care Homes for Older People Page 24 of 27 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 25 of 27 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations Care Homes for Older People Page 26 of 27 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. Care Homes for Older People Page 27 of 27 - 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!