Inspection on 08/04/10 for Pinewood Care

This is the latest available inspection report for this service, carried out on 8th April 2010.

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

The inspector found there to be outstanding requirements from the previous inspection report. These are things the inspector asked to be changed, but found they had not done. The inspector also made 3 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Pinewood Care 01/07/08

Pinewood Care 15/05/07

Similar services:

St Vincents

The Cotswold Home

Newbeech House

Winton House

Rush Court

Hillyfield Rest Home

The Maypole Nursing Centre

The Briars

Extracts from inspection reports are licensed from CQC, this page was updated on 03/06/2010.

Key inspection report Care homes for older people Name: Address: Pinewood Care 34 Telegraph Road West End Southampton Hampshire SO30 3EX     The quality rating for this care home is:   zero star poor 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: Craig Willis     Date: 0 8 0 4 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 22 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 22 Information about the care home Name of care home: Address: Pinewood Care 34 Telegraph Road West End Southampton Hampshire SO30 3EX 02380472722 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): pinewoodcare@hotmail.com G & A Investments Projects Ltd Name of registered manager (if applicable) Type of registration: Number of places registered: care home 16 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category Additional conditions: The maximum number of service users to be accommodated is 16 The registered person may provide the following category 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: Dementia (DE) Old age, not falling within any other category (OP) Date of last inspection Brief description of the care home Pinewood is a care home situated in West End on the outskirts of Southampton. The registered providers are G & A Investments Projects Ltd., who also own another care home in Southampton. The home provides accommodation for up to sixteen people within the categories of older persons and older persons with dementia. The home Care Homes for Older People Page 4 of 22 Over 65 0 16 16 0 2 3 0 6 2 0 0 9 Brief description of the care home offers accommodation in a range of single and double rooms over two floors. The home has a stair lift to the first floor of the home enabling people to access to the entire home. The home has a central lounge, dining room and a conservatory. To the front of the home is a car parking area and to the rear of the property is a large well maintained and pleasant garden, which is accessible to people. The home is situated close to local facilities and is a short journey away from Southampton. Care Homes for Older People Page 5 of 22 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: zero star poor 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 evidence used to write this report was gained from a review of all the information we have received about the service since the last inspection and a visit to the home. The information included an annual quality assurance assessment completed by the manager. A site visit was carried out on 8 April 2010 and lasted approximately eight hours. During the visit we spoke to people who live in the home, people visiting the home, staff members on duty and the manager. Documents relating to the running of the home were inspected and all of the homes communal areas were viewed. Care Homes for Older People Page 6 of 22 What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line 0870 240 7535. Care Homes for Older People Page 7 of 22 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 8 of 22 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. There are good systems to assess peoples before they are offered a place in the home. This helps to assure people that the home will be able to meet their needs. Evidence: The manager reported in the annual quality assurance assessment that she or senior staff complete a detailed assessment of peoples needs before they are offered a place in the home. During the visit we looked at a sample of records for people who live in the home, including for one person who moved in recently. This person had an assessment on file that provided detailed information about their needs. The assessment had been personalised to add specific details about the persons needs, for example, about how they manage their vision problems. Staff spoken with during the visit said they receive accurate information about peoples needs before they move into the home. Care Homes for Older People Page 9 of 22 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 adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Peoples health and personal care needs are generally well met and staff treat people in a manner that maintains their privacy and dignity. However, medication is not always stored safely and not all staff have received training in the safe management of medication. Evidence: The manager reported in the annual quality assurance assessment that she has developed in-depth care plans with all people who live in the home. During the visit we looked at the records for three people who live in the home. Each person had a plan that set out how their assessed needs should be met. The plans set out peoples routine and their preferences regarding personal care and how they would like it provided. The plans included an assessment of risks that people may face and how they should be managed. Records indicated that people were receiving the care that was detailed in their plan. People we spoke with said they were able to see their doctor and other health professionals when they needed to. Records indicated that staff involved the GP Care Homes for Older People Page 10 of 22 Evidence: quickly when peoples health deteriorated and that people were accessing a range of health services, including GP, district nurse and chiropodist. Following the last key inspection we made a requirement about the storage of controlled drugs. Controlled drugs are medicines that may be misused and there are specific ways in which they must be stored and recorded to comply with the law. We found that the home now had a suitable controlled drugs cabinet. At the time of the visit there was no-one living in the home that was prescribed any controlled drugs, although they did have some controlled drugs that were due to be collected by the pharmacist for disposal. There was a record of the medicine that they did hold. Although the home had taken action to comply with this requirement, the controlled drugs cabinet was sited in a cupboard that was also being used to store cleaning chemicals. This would not be suitable to use if people were going to take the medication stored. The manager reported that she would take action to ensure the chemicals were suitably stored. Other medication was securely stored in a locked trolley. Medication administration records for the current month were inspected and had been fully completed. This gave a record of all medication that staff had supported people to take and details of the staff providing the support. Where people had been prescribed medication to be taken as required, there were clear details about when staff should support people to take it. Staff who administer medication we spoke with reported that they had done some training on using the pharmacy system, but not the assessed medication awareness course. The manager reported that two staff had completed the more in-depth training, however, neither of the staff was currently administering medication to people. The homes training record did not contain details of any medication training staff had received. People spoken with during the visit reported that they were well treated by staff. During the visit we observed staff interacting with people in a friendly and respectful manner and providing support in a way that maintained peoples privacy and dignity. Care Homes for Older People Page 11 of 22 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. There are good arrangements to meet peoples social needs and people are able to have meals they enjoy. Evidence: During the visit we observed people taking part in several activities including a religious service, bingo, reading, watching television and chatting with visitors. Other activities that had been recorded included skittles, aromatherapy sessions and music sessions. People spoken with said they were able to choose which activities they took part in and were happy with the choices available. We spoke with one visitor during the visit, who said they felt welcome in the home The home has a menu that provides one main meal at lunchtime and states that alternatives are available on request. People spoken with during the visit confirmed that they could have a different meal if they wanted to and also said they thought the food was good. Care Homes for Older People Page 12 of 22 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 has good systems to deal with complaints and respond to allegations of abuse. This helps to assure people that any complaints will be taken seriously and investigated. Evidence: Following the last key inspection we made a requirement that the homes procedures to deal with allegations of abuse must meet national and local guidelines. During this visit we inspected the homes safeguarding procedures. The home has obtained a copy of the Hampshire safeguarding procedures and has amended their procedures. Staff spoken with demonstrated a good understanding of the action they must take if abuse is witnessed, reported or suspected. Since the last inspection most staff have completed additional training in abuse issues and keeping people safe. The home has a complaints procedure which is displayed in the hallway. Three complaints have been received since the last inspection, which were all recorded and responded to by the manager. The records demonstrated that action had been taken to address the issues. People spoken with during the visit said they were confident the home would take any complaints they had seriously and take action to resolve the issue. Care Homes for Older People Page 13 of 22 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. The service provides a homely and comfortable environment for people, although maintenance issues are not always resolved as quickly as possible. Evidence: The manager reported in the annual quality assurance assessment that there is a decoration programme for the communal areas and bedrooms and plans to replace furniture in the lounge and dining room. During the visit we looked at all of the shared areas of the home and a sample of the bedrooms. Some of the decorations had been completed, although there were still areas in need of further work. People spoken with reported that the home was always kept clean, which we also found during the visit. Staff spoken with gave mixed feedback about how quickly maintenance issues were resolved. Most felt maintenance was completed in a reasonable time-scale, although one person reported that there had been delays with repairs to a light fitting following a leak. The manager reported that the light fitting had been made safe and there was sufficient light in the area without the affected fitting, but would make arrangements for the fitting to be replaced as soon as possible. Staff are provided with personal protective clothing and those spoken with said these were always available. The home has infection control procedures in place. Care Homes for Older People Page 14 of 22 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 poor quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Staff at the home do not receive the training they need and are not thoroughly checked before they start work. This increases the risk that staff will not have the skills and knowledge necessary to meet peoples needs and places people who live in the home at increased risk of harm. Evidence: Following the last key inspection we made a requirement that staff must receive training suitable to their role. During this visit we inspected the staff training records. These showed that none of the staff had completed training in medication awareness, food hygiene, first aid, care planning, infection control, mental capacity or dementia. The manager reported that the training record was out of date, however, she reported that of the nine staff only two have completed the medication awareness course and neither was currently administering medication, three have completed first aid, all have completed health and safety, six have completed abuse awareness and only one had completed food hygiene despite all care staff preparing meals for people who live in the home. The manager reported that none of the staff have completed training in dementia, mental capacity or infection control. The manager said she had difficulty accessing courses and reported that there was no training in dementia available in the company, despite the home being registered to provide care for people with dementia. Staff spoken with reported that the training they had completed had been useful, but said they felt they needed to do more training. We assessed that the requirement that Care Homes for Older People Page 15 of 22 Evidence: staff must receive receiving training that is suitable to their role has not been complied with. Staff spoken with said they felt there were sufficient staff on each shift to be able to meet peoples needs. People who live in the home also reported that they felt there were sufficient staff available. People gave examples of their call bell being answered promptly and staff being available when needed. The manager reported in the annual quality assurance assessment that the home has robust recruitment practices. We inspected the recruitment records of three staff. Two of the three staff started work before the home had received a criminal records bureau disclosure about them or confirmation that they were not on a list of people barred from working in care homes. One of the references on file for one of the staff was not sent to the home, but was a copy of one sent to another organisation. Four of the references we saw had not been dated so it was not possible to determine whether the home had obtained them before people started work. The manager reported that she thought it was acceptable for people to start work in the home providing personal care to people under supervision without suitable criminal records checks or confirmation that the person was not barred from working in care homes. Care Homes for Older People Page 16 of 22 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 poor quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home has not been effectively managed and there are poor systems to monitor the quality of the service provided and plan improvements. Evidence: Following the last key inspection we made requirements about visits to the service by the provider or their representative, staff supervision and the records kept of money held for people who live in the home. The home has been without a registered manager since February 2008. We received a letter from the business manager of the provider in November 2009 stating that an application for registration would be submitted as soon as a medical reference was obtained. At the time of the inspection we had not received an application for registration of a manager. The manager reported during the visit that she had submitted an application just before the visit, but also reported that her application did not contain all of the relevant documentation. Care Homes for Older People Page 17 of 22 Evidence: The manager reported that she has not complied with the requirement from the last inspection regarding staff supervision. All three staff spoken with confirmed that they have not had a formal supervision meeting to discuss their work and receive feedback. Since the last inspection the business manager of the provider has been visiting the service each month. Reports were available of these visits and we inspected the latest four reports. Although these visits have been taking place, the reports do not provide a list of action required in the service or have an assessment of whether requirements from inspection reports have been complied with. The manager reported that they no longer hold money for people who live in the home. The home has a quality assurance system in place, however, large sections of it have not been used. The sections assessing whether inspection report requirements have been complied with, an environmental assessment and a medication audit have not been completed. Some surveys have been received from people who live in the home, although the returned surveys have not been collated or used to plan improvements. There is an overall year plan setting out improvements that are planned, however, the last entry was in April 2009 and the last seven entries concerned redecorations. There was not a plan about how the home was going to meet all of the outstanding requirements and plan further improvements. We looked at a sample of records relating to health and safety issues in the home. These showed that equipment was being regularly serviced and maintained to ensure it was safe. Care Homes for Older People Page 18 of 22 Are there any outstanding requirements from the last inspection? Yes R No £ Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action 1 30 18 All staff must have training 15/10/2008 appropriate to the work they perform to ensure service users safety. Staff must receive regular supervision. So that service users can be confident that staff are supported and their work monitored. 31/07/2009 2 36 13 Care Homes for Older People Page 19 of 22 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 1 9 13 The registered person must ensure medicines are safely stored in the home and not stored alongside cleaning chemicals. This will help to ensure people do not receive contaminated medicine. 31/05/2010 2 29 19 The registered person must ensure that people do not work in the home until a Criminal Records Bureau enhanced disclosure or an Independent Safeguarding Authority first check of people barred from working in care homes has been completed. This will ensure the homes recruitment procedures are robust and protect people. 31/05/2010 3 33 24 The registered person must ensure there is an effective quality assurance system in place in the home. 31/05/2010 Care Homes for Older People Page 20 of 22 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 This will help to identify shortfalls in the service provided and plan improvements. 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 21 of 22 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 22 of 22 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. 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