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Inspection on 04/09/09 for Western Park View

Also see our care home review for Western Park View for more information

This is the latest available inspection report for this service, carried out on 4th September 2009.

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

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

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

What the care home does well

The home is under going phases of redecoration and service users and their visitors told us the home was cleaner and the decor had improved. All care plans were detailed and included general practitioner visits and other health professionals visits, weighing and toileting programmes, specific risk assessments and daily records. These documents are designed to guide staff in identifying and meeting the assessed needs of service users. The home has an activity coordinator and a volunteer supporter. A visitor told us "Staff try to keep people entertained and family members can come along to the social events. " Regular activities are carefully organised both in and outside the home. The home will observe any religious festivals that are appropriate to the faith and beliefs of the service user. A range of daily newspapers are available to service users in the hallway and information noticeboards are on display. The complaints procedure is displayed in the Service User Guide (written information about the home). This will ensure service users have the information they need to raise a concern or complaint. Service users consulted each day on their meal choices. All service users and visitors spoken with were very satisfied with the meals. Meals appeared to be well presented, varied and nutritious. Service users told us, " It`s service with a smile here. Lovely staff and excellent food." Staff are inducted on commencement of employment and receive regular supervision where they can identify personal goals and training needs. Services users are cared for by competent and trained staff.

What has improved since the last inspection?

The home has taken action to repair and replace fittings and furnishings and continues to do so. This ensures service users benefit from a more comfortable environment to live in.

What the care home could do better:

To ensure service users safety and comfort attention should be given to the appropriate use of foot rests and lap straps. The medication area needs updating to ensure it is well maintained to hold medicines. Service users care plans should be signed off in agreement where possible. This will ensure service users understand and are in agreement with their plan, and know what type of service to expect. Safeguarding training for all staff should be provided and be ongoing. This will ensure service users are protected from harm.

Key inspection report Care homes for older people Name: Address: Western Park View 390 Hinckley Road Leicester LE3 0WA     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: Helen Abel     Date: 0 4 0 9 2 0 0 9 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 25 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) 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. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 25 Information about the care home Name of care home: Address: Western Park View 390 Hinckley Road Leicester LE3 0WA 01162470032 01162544533 home@wpchl.eclipse.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Western Park (Leicester) Limited care home 60 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category physical disability Additional conditions: Service User Numbers: No one falling within category OP may be admitted into Western Park View where there are 60 persons of category OP already accommodated within Western Park View Service user Numbers: No person to be admitted into Western Park View in categories PD, PD(E) or OP when 60 persons in total of these categories/combined categories are already accommodated in Western Park View The maximum number of persons to be accommodated within Western Park View is 60 To specify the minimum age: No person under 55 years of age who falls within category PD may be admitted into Western Park View Date of last inspection Brief description of the care home Western Park View provides residential and nursing care to 60 residents. It accommodates older people, some of whom have physical disabilities, and people over the age of 55 with physical disabilities. The premises, which were purpose built, are set in secluded grounds in a residential area close to Western Park, and a short bus Care Homes for Older People Page 4 of 25 Over 65 60 60 0 60 Brief description of the care home ride from Leicester City Centre. There is ample car parking at the front of the home. The home is on two floors with passenger lifts for ease of access. It has fiftyfour single bedrooms and two doubles, all of which have en-suite facilities. There are four lounges and a large conservatory. The current fees range from £245 to £585 per week. Inspection reports are available at the home, or can be accessed via the CQC website. Further information about the home is available from the Registered Manager. Care Homes for Older People Page 5 of 25 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: The focus of the inspections undertaken by the Care Quality Commission is upon outcomes for service users and their views of the service provided. The primary method of inspection used was case tracking which involved selecting four people and tracking the care they received through looking at their care records, discussion where possible with the people who use the service, the care staff and observation of care practises. The visit was unannounced on a Friday morning at 9.00 am until 2.45pm. The registered manager assisted the Inspector during our visit. Planning for the visit included assessment of the notifications of significant events, service history, complaints and concerns which had been received by the Care Quality Commission. We looked at the last Inspection Report and information around Care Homes for Older People Page 6 of 25 safeguarding and we looked at the feedback received from surveys circulated to people who use the service, relatives, and staff. People who live at the home are referred to in this report as service users. The quality rating for this service is 2 Star. This means the people who use this service experience Good quality outcomes. Care Homes for Older People Page 7 of 25 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 25 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 25 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 25 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 admission processes for prospective service users. Evidence: The home provides new service users with comprehensive written information, a Service Users Guide. This document set out the aims, objectives, philosophy of care, services and facilities, and includes a services users agreement. A copy pf the last inspection report is available from the office. The assessment process is set out in the written information. An assessment is always undertaken by the registered manager either in peoples homes or hospital, and family members and supporters are involved. It was noticed for short stay service users their care plan did not include their ethnic origin or religion. Although the homes own admission checklist included this Care Homes for Older People Page 11 of 25 Evidence: information. The registered manager agreed to change the short stay care file. This will help care staff when providing care with a better understanding of the service user. Care Homes for Older People Page 12 of 25 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. Services users health and personal care needs are well met. Evidence: Service users care files contain a comprehensive set of assessment and care planning documents. The care plan is undertaken with the individual, relatives and other health care professionals such community psychiatric nurses, district nurses, and the general practitioners (where relevant). All care plans were detailed and included general practitioner visits and other health professionals visits, weighing and toileting programmes, specific risk assessments and daily records. These documents are designed to guide staff in identifying and meeting the assessed needs of service users. The registered manager is reminded to ensure service users and their supporters understand and sign their care plans (where appropriate), as few were seen to be signed off. This will ensure service users are aware and consent to their care plan. Part of the care plan looks at the individuals past life- This is Your Life- but this part of the care plan sampled by the Inspector was not completed. The registered manager Care Homes for Older People Page 13 of 25 Evidence: confirmed this part of the care plan would now be discussed and completed with all the service users and their families. This will ensure a full picture of the service users is sought and recorded, and care needs altered to reflect this. Some service users were seen at periods without their foot rests being presented for use on their wheelchairs, and one service user slouched in their chair without support. Where lap straps are used appropriately in wheelchairs, this will help keep service users safe and may prevent falls. The Inspector recommended the practise around foot rests and lap straps is included in the individuals risk assessment together with advice and guidance from relevant professionals. This will provide staff with full information when caring for individuals and ensure safer practise. The Inspector observed staff administrating medication to residents over two mealtimes and found staff to be competent in their medication duties. A photograph of each resident is held in the medication records to help staff identify and ensure the right medicines are given. One new service users risk assessment for self medication for one medicine could not be located. The registered manager this would be done straight away. This will ensure the service users medication is administered safely. The medication area needs redecorating, the window sill had paint flaking off and has the potential to be a hazard. The registered manager confirmed this area would be redecorated. The arrangement for returning drugs could be improved upon and the registered manager is exploring this aspect with the community pharmacist. This will ensure safe drugs return policies and practises. Care Homes for Older People Page 14 of 25 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. Service users lifestyle, interests, and mealtime needs and preferences are well met. Evidence: Some service users were seen in the morning participating in organised music and movement with balloons and balls, and listening to music classic. Service users told us, They always look after you. There are excellent. Everyday I have clean clothes. They are very nice very approachable a great team. They always look in a hurry. Too busy. The home has an activity coordinator and a volunteer supporter. A visitor told us Staff try to keep people entertained and family members can come along to the social events. The home recently had a street party and photographs were displayed around the home. Trips for individual service users were constantly being organised with an emphasis on peoples interests, for example a trip on a steam train and going shopping. The home provides service users and family quarterly meetings which are advertised around the building. Service users and their family members can meet together and Care Homes for Older People Page 15 of 25 Evidence: are consulted about life at the home. The home will observe any religious festivals that are appropriate to the faith and beliefs of the service user. One service user attends a culturally appropriate day service once a week, to maintain cultural links in their community. A range of newspapers are available to service users in the hallway and information noticeboards are on display. Menus are generally displayed in the dining room and service users consulted each day on their meal choices. All service users and visitors spoken with were very satisfied with the meals. Meals appeared to be well presented, varied and nutritious. One visitor confirmed bringing in blackberries and the Cook prepared apple and blackberry crumble. She spoke of fish and chips was served every Friday and how this could be presented in any combination of poached or smoked fish depending on service users preferences. Care Homes for Older People Page 16 of 25 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. Service users are protected from harm. Evidence: The complaints procedure is displayed in the Service User Guide but needs updating with the Care Quality Commissions (CQC) correct contact details. This will ensure service users have the information they need to raise a concern or complaint. Since the last inspection the CQC has received one complaint in August 2009. Areas of concern were around health and social care and adult protection. These aspects were examined and discussed with the registered manager on the day of the visit, with improvements to be made. Some recommendations have been made (see end of inspection report). Some staff have received mental capacity act and deprivation of liberties training this year. Some staff had received safeguarding adults training. To ensure service users are protected from abuse, safeguarding adults training should be considered as part of the annual training programme. The homes Annual Quality Assurance Assessment (AQAA) confirmed plans for staff to access customer care training to help them deal with services users concerns and complaints more effectively. Care Homes for Older People Page 17 of 25 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. Service users live in a clean, fresh and comfortable environment. Evidence: The communal areas of the home to be very clean and tidy, and well maintained. A sample of service users bedrooms was seen during the visit. All areas were comfortably furnished and rooms were personalised with service users belongings. It was noted pressure relieving equipment and moving and handling equipment, and bed rails are available for individuals. Parts of the home have been redecorated including the lounge, dinning areas and bedrooms. Wherever possible service users are consulted about colour scheme preferences, curtains and wallpapers. This will provide a more comfortable environment for service users. A visitor commented that improvements had been in cleanliness and decor. Surveys from service users told us, The home could provide better bedroom furniture The home is kept clean and the rooms smell nice. The hygiene is good. Care Homes for Older People Page 18 of 25 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. Services users are cared for by competent and trained staff. Evidence: Service users told us, Its service with a smile here. Lovely staff and excellent food. I rang my bell this morning and no one came for an hour. They leave me until 8.30 each morning. The registered manager agreed to follow through these comments with the service user. They keep me clean. Visitors told us, Staff are kind and caring. There is excellent care. I have complained to staff when I needed to and changes were made. My relatives clothes are clean and she is well looked after. They are all nice staff, very approachable. When it was special celebration for my relative (a current service user) the home provided a party with full catering in the large upstairs room. Staff confirmed a range of training including mandatory training of moving and handling, fire update and food hygiene and others. Care, catering and housekeeping staff are all pursuing National Vocational Qualifications (NVQs). Such training will ensure service users receive an improved service. Staff recruitment records were sampled and found to be in order. The home has a designated person to carry out checks on new staff. The registered provider and Care Homes for Older People Page 19 of 25 Evidence: manager is reminded that staff can only commence work upon satisfactory completion of a satisfactory Criminal Records Bureau Check (CRB) and two written references. Such robust checks will ensure service users are protected from harm. Staff are inducted on commencement of employment and receive regular supervision where they can identify personal goals and training needs. Care Homes for Older People Page 20 of 25 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The health and welfare of residents are well protected by management arrangements. Evidence: The registered manager is a first level nurse and has completed her Registered Managers Award. Both the manager and deputy attend study days to improve their knowledge and develop other staff. Monthly audits are carried out and staff, service users and visitors are given the opportunity to contribute. Service users are encouraged to manage their own finance where possible, policies are in place to safeguard residents finances. Safekeeping can be arranged in the home and their notices around the home to remind service users to keep their finances safe. Monthly health and safety meetings are held in order to identify any issues or unsafe practises and acted upon. The Annual Quality Assurance Assessment (AQAA) confirms all the required health and safety checks are up to date. Care Homes for Older People Page 21 of 25 Evidence: The registered provider and manager are reminded to keep the Care Quality Commission (CQC) notified of any event in the care home which adversely affects the wellbeing or safety of any service user. For example this maybe around a service user going into hospital to stay for treatment. Care Homes for Older People Page 22 of 25 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 23 of 25 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations 1 7 The registered manager is reminded to ensure service users and their supporters understand and sign their care plans (where appropriate), as few were seen to be signed off. This will ensure service users are aware and consent to their care plan. The practise around foot rests and lap straps is included in service users risk assessment together with advice and guidance from relevant professionals. This will provide staff with full information when caring for these individuals and ensure safe practise. The medication area to be redecorated. Service users will benefit from a clean and safer medication environment for the storage of their medication To ensure service users are protected from abuse, safeguarding adults training this should be considered as part of the annual training programme. 2 7 3 9 4 18 Care Homes for Older People Page 24 of 25 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). 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