Inspection on 20/04/10 for Redcotts

This is the latest available inspection report for this service, carried out on 20th April 2010.

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

The inspector found no outstanding requirements from the previous inspection report, but made 6 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Redcotts 21/01/10

Redcotts 19/11/09

Redcotts 26/02/09

Redcotts 09/09/08

Redcotts 24/04/08

Redcotts 02/05/07

Redcotts 16/05/06

Redcotts 24/11/05

Redcotts 07/04/05

Redcotts 03/11/04

Redcotts 14/07/04

Redcotts 14/01/04

Similar services:

Henry Nihill House

Birchwood

The Infirmary

Orchard House Nursing Home

St Josephs Rest Home

Red Court Nursing Home

Spinney (The)

Queen Elizabeth House

Extracts from inspection reports are licensed from CQC, this page was updated on 18/06/2010.

Key inspection report Care homes for older people Name: Address: Redcotts 96 Wensleydale Road Hampton Middlesex TW12 2LY     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: Sandy Patrick     Date: 2 0 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 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: Redcotts 96 Wensleydale Road Hampton Middlesex TW12 2LY 02089795477 02089795491 redcottshome@aol.com Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Mr Sajjad Hassan Name of registered manager (if applicable) Manager Post Vacant Type of registration: Number of places registered: care home 18 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 who can be accommodated is: 18 The registered person may provide the following category of service only: Care Home Only (CRH - PC) 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 - Code OP Date of last inspection Brief description of the care home Redcotts is a privately owned residential care home registered for up to 18 older people. The owner visits the home on a regular basis and a manager is employed to oversee the day-to-day operation of the home. The home is situated in a residential road in Hampton, close to local shops, community facilities and public transport networks. Communal rooms include a lounge and separate dining room. The home has a large rear garden. Residents rooms are on the ground and first floor of the home. Care Homes for Older People Page 4 of 27 Over 65 18 0 2 4 0 2 2 0 1 0 Brief description of the care home The home is staffed 24 hours a day. Information about the home is available in a Service User Guide, which includes information on the aims and objectives of the service. The homes charges range from £520 - £700 per week. 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: As part of the inspection we made an unannounced visit to the home on 20th April 2010. We met people who live there, staff, the manager and owner. We talked to people about their experiences. We looked at the environment and records used for running the home. We wrote to the manager and asked her to complete a quality self assessment (AQAA). We wrote to people who live at the home and staff and asked them to complete surveys about their views and experiences. We looked at all the other information we have received about the home since the last key inspection. This included two visits we made in January and February 2010 to check compliance with requirements, notifications of incidents and information from the local authority. Care Homes for Older People Page 6 of 27 Some of the things people told us were: I like living here, the staff are kind and I like the food. It is very homely. It is much better now with the new manager. The staff are always smiling which is good - to be greeted with a smile. 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. People are given information about the home to help them make a decision about whether they want to move there. There are procedures to make sure peoples needs are assessed and can be met at the home. Evidence: No one has moved to the home since the last inspection. At the last key inspection in November 2009 we found that peoples needs had not been properly assessed before they moved there. Since this inspection the manager has developed a procedure for assessments and has created a form which she will complete and use as a guide to make sure she considers a full range of peoples needs. The manager told us that she would visit people in their own homes or hospital and make an assessment. She said that people would be able to visit the home and the assessment of their needs would continue following their move there. The manager has created a new Statement of Purpose and Guide for the home which Care Homes for Older People Page 11 of 27 Evidence: she has given to everyone who lives there and their relatives. This guide tells people about the services and facilities at the home, the aims and objectives and some of the key procedures. Everyone at the home has been given a copy of the terms and conditions of the home and has a contract for their care and support at Redcotts. We saw that people had signed their agreement to these. 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. People are given the support they need to stay healthy and well. They have their personal needs met and the staff are aware of individual needs through accurate and clear records. Evidence: People told us that they had their needs met. Everyone who lives at the home has a care plan which describes their needs and wishes. The manager has worked hard to create meaningful and clear guides which tell the staff how to support people and make sure their needs are met. The care plans include information on their personal and health needs. Where people experience risks or potential risks these have been assessed and records are clear and regularly reviewed. Everyone is registered with local GPs and other health care professionals as needed. We saw records which showed that the staff monitored peoples health and showed when people had consulted with health care professionals. The manager told us that Care Homes for Older People Page 13 of 27 Evidence: the staff are developing a good relationship with district nurses who have offered training and guidance. People told us that they had the support they needed to stay healthy. There are appropriate procedures on medication administration. We saw that medication is stored securely and, in general, accurate records of administration are kept. All staff have been given training in this area. The home has recently started using a new pharmacist who has offered further training for staff. We found that the majority of medication was appropriately recorded however records did not indicate how much of each medication was held. There was also no record of some medication. The home supports people to continue to take their own medication if they wish to and are able. We saw that appropriate assessments were in place for this. We saw records which showed that people were offered regular baths and personal care. People told us that they were supported by kind and caring staff. Care Homes for Older People Page 14 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. People are offered a range of activities, although they could be given more support to pursue individual interests. Visitors are made welcome and are valued. Evidence: At the time of the inspection one member of staff worked 2 extra hours each day to organise and run activities. A new activities officer has been recruited and the manager was waiting for her completed checks to be returned before the person started work at the home. There is a programme of activities which take place each afternoon. We looked at records of activities and these showed that sometimes people did not join in with the organised activities. The activities officer should review the activity programme and make sure she organises things that people enjoy and want to take part in. The staff should also look at peoples individual social interests and needs and support them to pursue these. People who live at the home told us that they enjoyed some of the activities. On the Care Homes for Older People Page 15 of 27 Evidence: day of our visit some people were seeing the visiting hairdresser and they told us that they enjoyed this. Visitors are welcome at any time and we saw relatives visiting the home throughout the day. Relatives told us that they are made welcome and the staff keep them well informed. We saw that staff were kind and polite towards people who live at the home, offering them choices and listening to their views. There are regular recorded meetings for people who live at the home. People are able to give their views and talk about the service, including the building, activities and food at these. The meetings are also a forum to keep them informed about changes. Since the last inspection changes to the menu mean that people have more choice about what they eat. Each mealtime they are able to choose between three main meals (including one vegetarian meal) and two puddings. Food is freshly prepared. We saw that the cooks keep records of health and safety checks in the kitchen and on the food they prepare. People are able to chose their meals each morning and the menu is displayed in the dining room. People told us that they liked the food. Care Homes for Older People Page 16 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. There are procedures which are designed to help protect the people who live at the home. Evidence: There is an appropriate complaints procedure and everybody who lives and works at the home has been given a copy of this. The procedure is also displayed in communal areas and bedrooms. People told us that they knew who to speak to if they were unhappy about anything. We saw that the manager keeps detailed records of all complaints and the action she has taken to investigate these, the outcome and feedback to the complainant. There are procedures on abuse and whistle blowing and the staff have had training in these areas. The home works with the local authority and follows their safeguarding procedures. The manager could not locate a copy of the local authority procedure but has requested this so that she can share the procedure with staff. Care Homes for Older People Page 17 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 live in a generally well maintained environment. Evidence: The building is generally well maintained and decorated. Some areas of the building would benefit from redecoration and replacement of mismatching furniture. We saw that people had personalised their bedrooms and that communal areas have been decorated and furnished to look homely and welcoming. Shortly before the inspection some repair work had started on part of the roof. The contractors had left the roof in an unfinished condition and this had resulted in part of the house being flooded. The affected areas included damage to ceilings, decoration, furniture, carpets and electrics. Appropriate action was taken to make the area safe and to move affected people into other parts of the building. However, repairs to the damage and completion of the work on the roof still needed to take place. In some areas of the building, including a bedroom hot water pipes were not appropriately covered. These mean that people may be at risk from scalding. The pipe work must be covered to reduce the risk of injury. The home employs a cleaner and housekeeper and we found that it was clean and Care Homes for Older People Page 18 of 27 Evidence: fresh throughout on the day of our visit. We saw that regular cleaning checks were made in bathrooms and toilets and that these were well stocked with soap and paper towels. Care Homes for Older People Page 19 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. People who live at the home are cared for by well supported and trained staff who have been appropriately recruited. Evidence: People told us that the staff who supported them were kind and caring. The manager has developed a staff handbook which she has given to all staff. This outlines their role at the home and policies and procedures. All staff have job descriptions and contacts which lay out their roles and responsibilities. There are good records to support staff to understand their roles better. The staff told us that they felt well supported and that they had seen positive changes under the new manager. One member of staff has started to take on additional duties which are not within their contract. The manager is monitoring their work and gives regular supervision. However, their contractual arrangements need to be updated to reflect all the work they undertake. There are appropriate procedures for recruiting staff including making checks on their suitability. We saw that staff files contained records of recruitment and checks. Care Homes for Older People Page 20 of 27 Evidence: Over the last few months the manager has organised a range of staff training. This includes training from visiting nurses, training by the manager in record keeping and training from the local authority. We saw that all staff training was recorded and that there was a plan for ongoing training and development. The staff have been trained in the key areas we identified at the last inspection. We saw that the manager holds regular individual and group staff meetings and that there is a planned schedule for future meetings which the staff have been informed about. Care Homes for Older People Page 21 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. People live in a home which is well managed in their interests. Evidence: The acting manager started working at the home in January 2010. She is in the process of applying to be registered with the Care Quality Commission. She is an experienced manager who has managed another home for older people. She has NVQ Level 4 and the Registered Managers Award. Since she has started work at the home she has made lots of improvements and worked hard to meet the requirements we made at the last inspection. She has set up systems to help the home run smoothly and has reassessed the needs of people who live there to make sure they are receiving the right care and support. She has supported the staff to understand why changes needed to be made. The manager has created good record keeping systems and has updated all policies and procedures. Care Homes for Older People Page 22 of 27 Evidence: People manage their own financial affairs or have a representative to do this. However, they can leave small amounts of cask with the manager for safekeeping. We saw that accurate records of expenditure and the balance held are kept. The Owner visits the home each day and is involved in the day to day running. The local authority have been visiting the home regularly and offering support to meet required standards and to monitor the work they have been doing. The owner and manager need to think about ways to monitor the quality of the service and the experiences of the people who live there in a regular and continuous way so that they can make the improvements and make changes that people want and need. We saw that there are regular checks on health and safety, including fire safety, and that risk are assessed. There is currently no deputy manager at the home and no one assigned to deputise for the owner if he is away. The owner and manager should develop an emergency plan which includes information on how staff deal with different critical situations including what to do when something happens and the owner or manager are not available. Care Homes for Older People Page 23 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 24 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 1 9 13 The registered person must 14/05/2010 make sure all medication is accurately recorded including the amount held at the home. THe registered person must make sure people are supported to pursue individual activities and interests. 30/06/2010 2 12 16 3 19 23 The registered person must 31/05/2010 make sure the repair of the roof is completed and damaged caused by flooding is repaired. The registered person must make sure hot water pipes are covered so that they do not pose a risk to people. 14/05/2010 4 19 13 Care Homes for Older People Page 25 of 27 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 5 31 9 The registered person must make sure the acting manager applies to be registered with the care quality commission. 31/05/2010 6 33 24 The registered person needs 31/10/2010 to develop systems to regularly and continuously monitor the quality of the service and peoples experiences. 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 1 2 27 31 The registered person must make sure the staff contracts include details of all roles they undertake at the home. The registered person must make a recorded plan of action to guide staff on how they should manage critical incidents and emergencies. This should include contingency for when the registered person and manager are not available. 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. 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 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. 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