Inspection on 03/02/10 for Riverside

This is the latest available inspection report for this service, carried out on 3rd February 2010.

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

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

Other inspections for this house

Riverside 01/02/06

Riverside 27/06/05

Riverside 04/10/04

Riverside 05/04/04

Similar services:

Hillside

Applegarth

122 Scorer Street

Jubilee Villa Care Home

Thornham Grove

Beech Lodge

8 Thorndale Road (Homefield College)

Hunter`s Lodge

Extracts from inspection reports are licensed from CQC, this page was updated on 29/06/2010.

Key inspection report Care homes for adults (18-65 years) Name: Address: Riverside Ramsgate Road Louth Lincs. LN11 0NJ The quality rating for this care home is: Three star excellent 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: Sue Hayward Date: 0 3 0 2 2 0 1 0 This report is a review of the 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 stars – excellent • 2 stars – good • 1 star – adequate • 0 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. They reflect the things that people have said are important to them: 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 Adults (18-65 years) Page 2 of 39 Copies of the National Minimum Standards – Care Homes for Adults (18-65 years) 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 Adults (18-65 years) Page 3 of 39 Information about the care home Name of care home: Address: Riverside Ramsgate Road Louth Lincs. LN11 0NJ 01507608311 glenda.chambers@linkage.org.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Linkage Community Trust Name of registered manager (if applicable) Mrs Glenda Ellen Chambers Type of registration: Number of places registered: Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 Over 65 9 0 Care home 9 learning disability Additional conditions: Date of last inspection 0 7 0 2 2 0 0 7 Care Homes for Adults (18-65 years) Page 4 of 39 A bit about the care home Riverside is a large converted house in a residential area. It shares a large garden with Seaton House, another home operated by Linkage Community Trust. Some car parking is available at the front of the home and they provide transport for people to get around. Nine men and women over the age of eighteen live at Riverside. Care Homes for Adults (18-65 years) Page 5 of 39 Everyone who lives in the home has their own bedroom. No one has to share a room. Everyone is given information telling them what they can expect if they live there. There is a range of social, leisure and work opportunities that people can choose to participate in. Care Homes for Adults (18-65 years) Page 6 of 39 Some are operated by Linkage Community Trust and others in the local community. A copy of the most recent inspection report is kept on display in the home or can be obtained from the manager. The current cost per week for someone to live there ranges from £445.00 £555.00 per week. Care Homes for Adults (18-65 years) Page 7 of 39 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: Three star excellent service Choice of home Individual needs and choices Lifestyle Personal and healthcare support Concerns, complaints and protection Environment Staffing Conduct and management of the home Care Homes for Adults (18-65 years) Page 8 of 39 How we did our inspection: This is what the inspector did when they were at the care home When we use the terms “we and us in this report we mean the Care Quality Commission (CQC). Before the visit, the manager had completed a questionnaire. This is a form the manager fills in and sends to the Care Quality Commission telling the inspector how the home is meeting the needs of the people that live there. We received surveys from people who live at Riverside and some staff who work there. They gave us their views about what it is like to live there. Care Homes for Adults (18-65 years) Page 9 of 39 We followed the care of two people and checked their records. We spoke to both people whose care we followed. Two people showed us their bedrooms. Care Homes for Adults (18-65 years) Page 10 of 39 We talked to the staff members on duty. We looked at some of the policies and procedures in the office. Policies are rules about how to do things. Procedures tell people how to follow the rules. We talked in general to the manager and her manager about our findings at the end of the inspection. Care Homes for Adults (18-65 years) Page 11 of 39 What the care home does well People live in a home which is clean, tidy, comfortably furnished and meets their needs. Each person has their own bedroom and can choose how it is arranged. Care Homes for Adults (18-65 years) Page 12 of 39 People can practise skills so that they can be more independent. Staff help them to do this. There is a wide range of leisure, work and social activities which people can choose to do and told us they enjoyed. They can choose where they go on holiday and who goes with them. Care Homes for Adults (18-65 years) Page 13 of 39 They have regular meetings to talk about different things such as what they would like to do and what meals they are going to have. They told us they can talk about any problems or concerns they have and feel staff listen and act on them. People can see doctors, dentists and other people like this regularly to make sure they keep well. Care Homes for Adults (18-65 years) Page 14 of 39 People told us their privacy is well respected. They can visit or have visits from their family or friends when they want, and people told us they liked living there. What has got better from the last inspection Care Homes for Adults (18-65 years) Page 15 of 39 Requirements are things we say they must do if we find they are not meeting good standards. However, we did not make any during our last visit and have not for some years. There have been improvements made to the home. For example, the whole of the ground floor has been refurbished and redecorated and a conservatory has been added. They now have wakeful staff on duty at night. Staff are well trained and people told us they were kind and friendly. Care Homes for Adults (18-65 years) Page 16 of 39 What the care home could do better We have not made any requirements telling them they have to do things to improve the service for some time now. The manager agreed to make sure surveys they use for information about the quality of the service are dated so they can better demonstrate the information they obtain is up to date. Care Homes for Adults (18-65 years) Page 17 of 39 If you want to read the full report of our inspection please ask the person in charge of the care home If you want to speak to the inspector please contact Sue Hayward Care Quality Commission (East Midlands) Citygate Gallowgate Newcastle upon Tyne NE1 4PA Tel. 03000 616161 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 set out 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 Care Homes for Adults (18-65 years) Page 18 of 39 line - 0870 240 7535. Care Homes for Adults (18-65 years) Page 19 of 39 Details of our findings Contents Choice of home (standards 1 - 5) Individual needs and choices (standards 6-10) Lifestyle (standards 11 - 17) Personal and healthcare support (standards 18 - 21) Concerns, complaints and protection (standards 22 - 23) Environment (standards 24 - 30) Staffing (standards 31 - 36) Conduct and management of the home (standards 37 - 43) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Adults (18-65 years) Page 20 of 39 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, what they hope for and want to achieve, and the support they need. People can decide whether the care home can meet their support and accommodation needs. This is because they, and people close to them, can visit the home and get full, clear, accurate and up to date information. 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 the person 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Peoples needs are thoroughly assessed and they are provided with good information about the home before admission so that they can feel confident their needs will be met. Evidence: Both records checked on this occasion showed that there is a thorough assessment procedure in operation, and people who use the service, their relatives and other professionals are fully consulted and involved. Records showed that people are individually risk assessed. Assessments are well documented. Care records contain a range of detailed information such as the personal history, health, social and medical needs of people. All this information is used to develop detailed care plans. People the service supports told us they are involved in this process and knew what information is contained in their personal files. We saw that people had been given information telling them about the service and this information is readily available to people who live in the home and visitors as it is on display. We saw it is available in different formats such as symbols for people who have differing communication needs. People told us they had received enough information about the service to help them decide whether it was the right place for them and had been asked whether they wished Care Homes for Adults (18-65 years) Page 21 of 39 Evidence: to move in to it. A person told us I like living here. Staff told us that they received accurate information about people and those we spoke to knew what the needs of people we asked about were. Care Homes for Adults (18-65 years) Page 22 of 39 Individual needs and choices 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 needs and goals are met. The home has a plan of care that the person, or someone close to them, has been involved in making. People are able to make decisions about their life, including their finances, with support if they need it. This is because the staff promote their rights and choices. People are supported to take risks to enable them to stay independent. This is because the staff have appropriate information on which to base decisions. People are asked about, and are involved in, all aspects of life in the home. This is because the manager and staff offer them opportunities to participate in the day to day running of the home and enable them to influence key decisions. People are confident that the home handles information about them appropriately. This is because the home has clear policies and procedures that staff follow. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Peoples individual needs and wishes are well met and their independence is promoted so that they have choice and control over their daily lives. Evidence: The care plans we checked were well organised and contained detailed information about peoples needs and how to meet them and were specific to each individual. Where necessary, we saw that risk assessments had been recorded and showed any actions needed to minimise risks without depriving people of opportunities to increase their independence. Information was contained in each persons personal record to show that care plans are reviewed on a monthly basis and more formally on at least an annual basis, involving other significant people such as family members and funding authorities. People who use the service went through their care plans with us and showed us they knew what information was contained in them. It was clear from comments and records we saw that people who live in the home are Care Homes for Adults (18-65 years) Page 23 of 39 Evidence: consulted about significant decisions. Records showed that peoples capacity to make decisions had been considered as had their wishes should they become unable to do so. Comments from people who had completed surveys told us that they are able to make decisions about what they do. People were complimentary about the care they received and thought the service looks after its service users well. People told us they liked living at Riverside and said they could make their own decisions. For example, one person told us they wanted to go on holiday to Spain and was able to choose the staff member who accompanied them. We saw that people are given information about how to contact an advocate if they need to and they told us they have regular house meetings where they can get together to discuss matters such as meals and what they want to do with their leisure time. We saw from how staff supported and responded to people who live in the home that they have a good knowledge of the needs of people. They told us they were given up to date information and enough support and training to carry out their work and meet people’s needs. Care Homes for Adults (18-65 years) Page 24 of 39 Lifestyle 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 can take part in activities that are appropriate to their age and culture and 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 and the home supports them to have appropriate personal, family and sexual relationships. People are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. Their dignity and rights are respected in their daily life. People have healthy, well-presented meals and snacks, at a time and place to suit them. People have opportunities to develop their social, emotional, communication and independent living skills. This is because the staff support their personal development. People choose and participate in suitable leisure activities. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People enjoy the wide range of social, leisure and vocational opportunities which they choose to participate in within the home and community. They like the meals, which are well balanced and promote healthy eating. Evidence: People who live in the home told us they liked living at Riverside. For example a comment was made, I like that staff let me have my own space. People told us they were able to make their own decisions and had a choice of what they did each day. They felt their privacy was respected by staff and we saw that they had keys to their own rooms. We saw from records we checked that people have a wide choice of activities they can pursue including social, leisure and work related. Comments from the people we spoke to confirmed this. We were told that leisure activities included things like swimming, ten pin bowling, visits to the cinema, discos, pubs and restaurants. The organisation told us that they have supported people to obtain work placements and have made a job coach Care Homes for Adults (18-65 years) Page 25 of 39 Evidence: position permanent to support people to obtain work placements. We observed that staff and people who live in the home were discussing where they would like to go on holiday this year and we were told by one of the people we spoke to that they were able to choose which staff member was to accompany them to Spain. We saw that people are supported to be independent. For example we saw that people were preparing drinks and also doing their laundry, with staff around to help as needed. Everyone who lives in the home has some responsibilities for keeping the house clean and tidy and this helps to increase their skills and independence. Everyone we spoke to said they liked the meals and we observed they have choices about the menu. We were invited by one of the people who live at the home to join them for the lunchtime meal and during this we noticed staff gave people choices about the meal and were aware of their specific requirements. We saw that peoples personal records included information about their food and drink preferences and any specific dietary requirements. Staff training records showed that basic food hygiene is included as part of their training programme. People told us that their privacy was respected and they are able to have their own room keys if they wish. They said they were able to have visitors or visit people such as friends and family when they wished. Care Homes for Adults (18-65 years) Page 26 of 39 Personal and healthcare support 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 receive personal support from staff in the way they prefer and want. Their physical and emotional health needs are met because the home has procedures in place that staff follow. If people 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. If people are approaching the end of their life, the care home will respect their choices and help them to 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are happy with the health and personal care provided which meets their current needs and promotes their independence. Evidence: The organisation has told us they have policies and procedures informing staff how to administer medication safely and staff confirmed as did training records this is included in their training programme. We saw that people are able to be responsible for administering their own medication and have been provided with secure facilities to do so. There are satisfactory processes in place to monitor and check that people are doing so safely. They have a monitored dosage system of medicine administration in place. They have a contract with a community pharmacist who visits periodically and provides advice and guidance on the medication systems in place. We saw the most recent report of a visit which took place in November 2009 and made the comment a good visit. We saw that there were well maintained records kept of people’s medication requirements. Care records we checked contained detailed information about peoples health needs. Their personal care needs are reviewed monthly and any changes necessary are documented. We saw that the service obtains information about people’s specific medical history and there are detailed medical care plans and health action plans in place. They have also developed hospital passports for people which are designed to assist health Care Homes for Adults (18-65 years) Page 27 of 39 Evidence: professionals about peoples needs when attending appointments. Personal records also contained information to show that peoples health is monitored regularly, for example records were kept showing when people had visited their general practitioner and to show that peoples weight is monitored periodically. A person who lives in the home was fully aware of her forthcoming medical and dental appointments and said staff accompanied her to them. The organisation employs a range of professionals such as physiotherapist, psychologist and psychiatrist, which people who live in the service can access when needed. They have notified us appropriately of any matters which affect peoples health and of the action they have taken to address such matters. There were positive comments from people who live at Riverside about what the service does well including supporting all of us and it looks after its service users. Staff and people who live in the home were observed to have a good rapport and people who live in the home felt that they were well treated. Care Homes for Adults (18-65 years) Page 28 of 39 Concerns, 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. Their concern is looked into and action taken to put things right. The care home safeguards people from abuse, neglect and self-harm and takes action to follow up any allegations. 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. Satisfactory processes are in place, which help to keep people safe so that they feel comfortable and know that if they raise concerns they will be taken seriously. Evidence: People who live in the home told us they knew how to make a complaint and who to speak to if they were unhappy. We saw there is a record kept in the service which details any concerns or complaints they have received, how they have been resolved and any outcomes. People told us they felt well treated by staff and safe in the service. There are policies about how to complain on display in the hall, which include details about how we can be contacted as well as other representatives within their own organisation. We also saw they have the Local Authority Safe Guarding Adults procedure (dated February 2003) however; this is not the most up to date copy that has been issued. The acting manager agreed to make sure an up to date copy was obtained. No complaints have been raised directly with ourselves since the last key inspection took place. We have been made aware of one safeguarding matter since the site visit took place and the production of this report. Appropriate action was taken by staff to protect people who live in the home and refer the matter to the local authority. Records showed that the safe guarding of vulnerable adults is included as part of the organisations staff training programme. Care Homes for Adults (18-65 years) Page 29 of 39 Evidence: The records of recruitment we checked for a sample of staff members showed that there is a thorough recruitment process in place, which includes checks such as criminal records bureau, independent safeguarding authority and references in order that people who live in the home are as far as possible protected. Care Homes for Adults (18-65 years) Page 30 of 39 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, comfortable, 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. People have enough privacy when using toilets and bathrooms. 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 maintained and provides comfortable, clean, well-personalised and safe accommodation for the people who live there. Evidence: We saw two rooms of people who gave us permission to do so. They were clean tidy and comfortably furnished and people told us that they are able to arrange their rooms how they wish and choose their own furniture and personal effects. Other communal areas we saw were also clean, tidy and homely. These included the lounge, conservatory, dining room, kitchen, bathrooms, toilets and the laundry room. Since the last key inspection the whole of the ground floor of the property has been refurbished. Comments from people about the home were positive indicating it was always fresh and clean and people liked living at Riverside. We saw and people told us that their privacy and dignity is respected. For example, they have keys to their own rooms and also a safe place to keep any items of value. People who live in the home are able to increase their independence by participating in general household duties, which helps those that wish to move on to more independent Care Homes for Adults (18-65 years) Page 31 of 39 Evidence: living. One person said they enjoyed gardening and staff support them with this task. There are organisational policies and procedures in place about health and safety matters and staff confirmed as did training records that aspects of health and safety are covered in the organisations training programme. For example, staff receive training about risk assessment, health and safety, moving and handling and fire safety. We saw that there were records in place to show that maintenance issues of the environment are monitored and attended to and to show that safety aspects are also checked regularly. For example we saw that fire equipment had been serviced within the past year, regular checks of the fire alarm system were carried out and risk assessments had been undertaken in relation to the fire safety of the property. There have been no visits within the past year by either fire safety or environmental health officers. We did not notice any obvious safety issues during our visit. The organisation has told us they have policies and procedures relating to infection control and there is equipment available for staff to use to promote good hygiene practises. We saw people who use the service are free to come and go throughout the home as they please and their comments indicated they felt safe in the home. Care Homes for Adults (18-65 years) Page 32 of 39 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, qualified 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. People’s needs are met and they are supported because staff get the right training, supervision and support they need from their managers. People are supported by an effective staff team who understand and do what is expected of them. 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 in the home are protected by a thorough recruitment procedure and a well-trained, knowledgeable and supportive staff team. Evidence: There have been some changes to the staffing arrangements since the last key inspection. There is now a wakeful member of staff on duty at night. During the day there is always at least one staff member on duty, in the evenings and at weekends there are two. The manager works additionally to the staff rota. People told us and we saw that there was sufficient staff on duty to provide people who live in the home with support when needed. People we spoke to told us they knew who their key workers were. These are staff that have specific responsibilities for specific people who live in the home. Comments such as I like that staff let me have my own space and I can tell staff if I have a problem indicate people who live in the home have positive relationships with staff and we saw there was a good rapport between them during our visit. Likewise, all the surveys that had been returned by people who live in the home confirmed that they were well treated by staff and listened to. We saw that staff are well supported. There are records in place to show that staff have Care Homes for Adults (18-65 years) Page 33 of 39 Evidence: individual supervision and appraisal meetings and staff meetings are also held. There is a thorough staff recruitment process in place which helps to protect people who live in the home. This includes obtaining relevant checks such as proof of identity, satisfactory references, criminal record bureau checks and checks of the independent safeguarding authority as part of the recruitment procedure. In addition the organisation has a staff training programme in pace which includes an induction and foundation programme specifically for staff who work with people who have learning disabilities as well as more specific training to meet the needs of the people who live in the service. The majority of staff have also achieved a nationally recognised vocational award in care at level two or above. People who live in the service told us they were made aware of any new staff and were given the opportunity to ask questions of prospective employees. Care Homes for Adults (18-65 years) Page 34 of 39 Conduct and management of the 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 have confidence in the care home because it is run and managed appropriately. People’s opinions are central to how the home develops and reviews their practice, as the home has appropriate ways of making sure they continue to get things right. The environment is safe for people and staff because 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. They are safeguarded because the home follows clear financial and accounting procedures, keeps records appropriately and makes sure staff understand the way things should be done. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. This is a well managed service which promotes the health, welfare and safety of the people who live in it and actively seeks their views to contribute to its development. Evidence: There has been a change to the management arrangements since the last inspection visit. At the time of this visit the acting manager had submitted an application to us and has, since the visit, successfully followed our processes to become the registered manager of the service. She has the necessary training and experience and is working toward achieving a nationally recognised management award. She is also responsible for managing another service in the same organisation which is nearby, (both sharing a large garden) and divides her time flexibly between the two services. We saw that people who live in the home had a good rapport with the manager and other staff and they told us they were well treated and felt listened to. People told us they knew who was in charge and felt able to tell staff or the manager if they had a problem and knew how to raise concerns. Care Homes for Adults (18-65 years) Page 35 of 39 Evidence: There are various ways in which people can make their views known and the quality of the service is monitored. For example, at house meetings or at peoples individual review meetings. Staff meetings are held regularly and surveys are used periodically with people who use the service and their relatives and carers, (the manager agreed to make sure these were dated). There is also the Pointers committee, which is run by and for people who use the organisations services. Representatives from various services within the organisation can sit on this committee if they choose to and make their views known about how the service develops. There are also regular monthly visits from a senior manager who assesses and monitors areas such as staffing, complaints, social and community issues and building and maintenance issues. Records are in place to show these are carried out monthly. They also use a European Foundation Quality Management Model (EQFM) to monitor the standard of the service and they have told us they have achieved a 4 star award for excellence this year. They have a range of organisational policies and procedures in place to promote the safety and welfare of people who use the service and we saw that these are available for staff to refer to if needed. Some are on display such as the procedure to be followed in the event of a fire occurring and how to make a complaint. They have also confirmed that regular checks are carried out to make sure that equipment is in good working order. On this occasion we checked the records they keep to show how they monitor fire safety in the home. These showed the fire alarms and emergency lighting system and fire drills take place regularly. Records and comments from staff showed the training programme includes health and safety, first aid and moving and handling for example. They have also confirmed that regular checks are carried out to make sure that equipment is in good working order. People told us they liked living at the home and felt safe. In response to what the service could do better the only reply we received was nothing. This is a well managed service which promotes the health, welfare and safety of the people who live in it and actively seeks their views to contribute to its development. Care Homes for Adults (18-65 years) Page 36 of 39 Are there any outstanding requirements from the last inspection? Yes 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 Care Homes for Adults (18-65 years) Page 37 of 39 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 Description 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 Description 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 Adults (18-65 years) Page 38 of 39 Helpline: Telephone: 03000 616161 or Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. 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