Inspection on 18/11/08 for Westview House

This is the latest available inspection report for this service, carried out on 18th November 2008.

CSCI 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.

Extracts from inspection reports are licensed from CQC, this page was updated on 31/03/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Westview House Ward Road Totland Bay Isle of Wight PO39 0BD     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Richard Slimm     Date: 1 8 1 1 2 0 0 8 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. 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. the things that people have said are important to them: They reflect 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. 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 Commission for Social Care Inspection aims to: · · · · Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 30 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2008) Commission for Social Care Inspection (CSCI). 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 CSCI copyright, with the title and date of publication of the document specified. www.csci.org.uk Internet address Care Homes for Older People Page 3 of 30 Information about the care home Name of care home: Address: Westview House Ward Road Totland Bay Isle of Wight PO39 0BD 01983753813 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Mrs Angela Payne Type of registration: Number of places registered: Island Healthcare Ltd care home 28 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia Additional conditions: The maximum number of service users to be accommodated is 28 The registered person may provide the following category/ies of service only: Care home only ? (PC) to service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Dementia (DE) Date of last inspection Brief description of the care home Westview House is a large registered care home providing social care services to up to 28 older persons, including older persons who have varying degrees of age related mental health problems. The service is run by a company called Island Healthcare Ltd, who also run other registered care services within the locality. The home is situated in a quiet residential area of Totland Bay on the IOW, close to the village and local facilities. Accommodation is organised over 2 floors with access for people with dissabilities. Communal areas include lounges, dining area, baths and WCs, as well as a private enclosed garden area. A number of rooms include en suite facilities. The Care Homes for Older People Page 4 of 30 Over 65 0 28 Brief description of the care home home is staffed 24 hours a day. The public may wish to contact the home to obtain up to date information about levels of fees. Care Homes for Older People Page 5 of 30 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 quality rating for this service is 2 stars. This means the people who use this service experience good quality outcomes. This inspection was an unannounced Key Inspection of the home, a Key Inspection being part of the CSCI inspection Programme, which measures the service against the key National Minimum Standards, and outcomes for people using the service as part of a process known as Inspecting for Better Lives (IBL). This report incorporates information gained from people using the service and/or their advocates / relatives, staff, including managers and comments from external stakeholders who completed professional comment cards. Care Homes for Older People Page 6 of 30 We were also provided with the services annual quality assurance assessment (AQAA) completed by the manager and other relevant information gained by the inspector via such processes as observations, interviews, inspection of documents and records and case tracking, during a site visit to the home. The visit to the home was undertaken by one inspector and lasted 5 hours. What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.csci.org.uk. You can get printed copies from enquiries@csci.gsi.gov.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 8 of 30 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 9 of 30 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 confident that their needs and wishes will be met at the home, because they receive a thorough assessment before being admitted to the home from a suitably competent and qualified staff member. Evidence: We case tracked 3 people living at the home and found all had received assessments. From our case tracking exercise we found evidence that any new or prospective resident is fully assessed by a competent and suitably trained staff member. Assessment materials were seen and covered all relevant areas of daily living, key information; key contacts / networks; likes/dislikes; activity based risk assessments and this information was then used to inform a plan of care and support. Given the specialist needs of residents there was additional information about peoples histories held in personal profiles. It was evident that peoples needs were known and were being met on a daily basis. Staff confirmed that they had a good knowledge of the Care Homes for Older People Page 10 of 30 Evidence: people they supported and used the assessment and care planning information when needed. We saw evidence of the new provider introducing more person centred assessment and care planning. This took the form of a more detailed focus on peoples wishes and aspirations, as well as their needs. Surveys told us that people had recevied contracts and had had their needs assessed prior to moving into the home. People told us they were happy with the quality of care and support they received and felt their needs were known by staff who support them. Visiting relatives told us they felt confident the home understand and meet the needs of their relatives who live at the home. Westviews annual quality assurance assessment (AQAA) told us - All prospective residents are assessed before moving into the home, we speak to relatives/friends and care managers to assess if we are able to meet their needs, all parties involved are invited to look around the home and the particular room they will be staying in. A service user guide is available that gives a more detailed statement of the service they can expect to receive. The home does not provide specialist intermediate care services. Care Homes for Older People Page 11 of 30 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 know their needs and wishes will be met because they are identified in the plans of care and support for each person, and staff use these plans to guide them in their interventions with residents. People have access to health care when needed, and are encouraged to remain in control of their lives as far as possible, and with assistance when needed. People are assessed in respect of safety and independence when keeping medications. Where people need additional support this is provided safely by the home. People feel they are treated with dignity and respect and their rights to privacy promoted and protected. Evidence: The homes AQAA tells us staff receive - Policies and procedures reflect the companys commitment to dignity in care for all clients. Visits by Chiropodist and Hairdresser. Care Homes for Older People Page 12 of 30 Evidence: Escorted access to optician and all other health professionals as required. Such requirements are diarised and transport arranged by the Registered Manager. Balanced staff skill mix including diverse age/gender and culture. Appropriate equipment is provided to enable safe manual handling of clients and prevention of pressure area development. Clients are encouraged to be as self-caring as possible. We case tracked three peoples plans of care and support. One of these was in the new format, and two were in the older format that is to be phased out. The new system promoted a person centred approach, by focusing on aspirations as well as needs, and ensuring people are consulted about how care and support is to be delivered. Plans of care and support were based on the assessments identified above. The plans we saw took account of individual needs and wishes as well as aspirations. They also contained brief histories of people that aim to enable staff to get to know people who have communications and /or memory problems. We also noted that plans covered such areas as psychological and health care needs. There was good quality information within plans, and this was being supplemented by good quality, detailed daily notes. These notes will inform systems of monitoring and review that are still in the process of being fully implemented/developed in the new system. The home has made some progress in implementing the new systems, and management are aware of the need to introduce the new system across the service as part of the review system already in place. This should mean that all service users have the new types of plans within 12 months or sooner. Plans of care and support promoted confidentiality, consistency, safety, continuity and accountability. This was evident from how plans are stored safety, to the content of plans identifying risks and actions needed, to staff observed following clear and specific instructions. Resident feedback was also positive in respect of how they felt they were treated, and people confirmed their privacy and dignity was always respected. People told us they were able to access health care services, including their doctors on request. Surveys also confirmed that people were able to access health care support as needed. There were also clear records of peoples ongoing health care needs. Visitors told us they are kept informed of any developments affecting their loved ones who live at the home. The current resident group all need some degree of support in the area of taking / managing their medications. This is following a risk assessment, and the home does not automatically assume people cannot remain independent until assessments Care Homes for Older People Page 13 of 30 Evidence: indicate otherwise. The home uses systems that promote safety in the area of medication storage, handling and administration. We observed a staff member giving out medications, and noted this was done on an individual basis, that promoted safety. Medications were recorded when administered, and kept safely locked away at all times. Staff members involved in any aspect of medication management received full training in the use of the system used at Westview House. People told us they were happy with the way they were supported with their medicines. One person told us, I would probably forget to take them if they didnt remind me. People told us they felt the staff treated them with respect and dignity and always promoted/protected their privacy. Survey responses also confirmed this. We also interview staff who were found to have an awareness of the core values for residents of privacy, dignity, respect, independence and rights. Staff interviewed were also able to demonstrate an awareness of the core values confirming that these are stressed at the point of induction to the home. This was evidenced in the induction records seen by us. Care Homes for Older People Page 14 of 30 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 enjoy a lifestyle they choose as far as possible. Opportunities for activities, entertainments, outings and other outlets provided by Westview House appeared to match the abilities and the wishes of the residents. People are encouraged and supported to stay in touch with loved ones, and their wider social networks where these still exist. People are supported and encouraged to remain as independent and autonomous as possible, and people are actively given choices at every opportunity. People receive a full, varied, nutritious diet, served in pleasant surroundings with discreet support. Evidence: Westviews AQAA tells us - We provide a full-time Social Activity Co-ordinator. Encourage links with local community by open house events. Use of a wheelchair access company vehicle. A quarterly newsletter is sent to all clients and their families. Care Homes for Older People Page 15 of 30 Evidence: We saw activites advertised / displayed in the entrance lobby of the home with pictorial support for more confused people. We also observed activites being provided on the afternoon of our visit. One person was taken out for a walk while we were present in the home. People told us they enjoyed the activities provided at the home. The homes AQAA also told us activities had been increased as a direct result of feedback to the homes quality assurance questionaire. There is a statement of purpose on display in the entrance lobby of Westview House. This contains all information about the home including the visiting policy. Visitors are encouraged at any reasonable hour, and visiting arrangements put residents at the centre of these arrangements. We spoke to two people who were close relatives to people living at the home. Both confirmed they are always made to feel welcome at the home and that they can drop in whenever they wish to see their loved ones. Three other residents confirmed verbally that they received visitors whenever they wished, and could see their visitors in private if they wished. The home provides people with support to get out and about. Some residents are able to go out with their families, and the home tries to ensure other people without family support get out if they wish with support from the home. Most residents now need some supervision when outside of the home, and the AQAA tells us they plan to introduce more outings including trips to local pubs in the future. One resident was supported to go out for a walk on the afternoon of our visit. People told us they could go out if they wished, but usually preferred to stay in as it is now winter time. The home has a visiting hairdressers and other services such as choropodists who, with other visitors, provide a link to the local community. The majority of people living at Westview House have quite high dependency needs. However, staff were observed to support people discreetly, and to encourage independence. People told us they were quite happy with the support they get at their home, and spoke highly of the staff team. People told us they felt they were consulted about the running of their home. The homes AQAA tells us they plan to introduce resident meetings to provide a forum for greater consultation with residents. Care Homes for Older People Page 16 of 30 Evidence: We were able to join people for the lunch time meal. This included two choices as well as other options should residents not like what was on offer. The cook told us she always had the resources she needed to give people choice in their menus. People told us they liked the food, and if they didnt fancy what was on the menu cook would always do something else for you. Surveys told us people were happy with the quality, frequency and quantity of food provided at Westview House. Care Homes for Older People Page 17 of 30 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. Residents, their relative and friends are confident that their complaints will be listened to and acted upon by the homes management. People are protected from abuse. Evidence: There had been no complaints since the home was registered to the new providers earlier this year. The complaints procedure for the home is displayed in the statement of purpose in the entrance lobby. The homes AQAA tells us - The complaints procedure is provided within the Statement of Purpose and Service Users Guide and displayed in the reception area of the home. All complaints are dealt with in a timely manner and reported where appropriate to external agencies. Complaints are treated as a valuable learning tool for all involved. The Registered Manager has an open door policy for staff to report/discuss any concerns. Surveys told us people know how to make a complaint if they need to. People, including visitors interviewed, told us they felt the manager and the staff would always deal with any concerns before they became a complaint. Care Homes for Older People Page 18 of 30 Evidence: The homes AQAA tells us - Safeguarding Adults Training is mandatory in-house annually and a full training course is delivered at Induction for new staff. A Director of the company sits on the Isle of Wight Safeguarding Board. Staff induction and training records showed that safeguarding training is provided regularly at the home. Staff interviewed were able to demonstrate an awareness of what may constitute a protection issue with vulnerable adults, and confirmed they had received training in safeguarding. People told us they felt safe living at Westview House. Visitors said they felt confident that their loved ones were well cared for at the home. We followed up a recent referral made by the home in connection with a matter that the home had identified as a safeguarding issue. The home was found to have followed the correct procedures and had acted openly and responsibly. Care Homes for Older People Page 19 of 30 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 safe, valuing, well maintained environment. The home is clean pleasant and hygienic. Evidence: West Views AQAA tells us - Physical environment of the home is in the process of being upgraded in terms of equipment and furnishings. It is generally well decorated and designed to promote independent mobility as far as possible in a building that was originally for a different use. All accommodation is in single rooms, mostly with ensuite facilities and clients can personalise their rooms as they wish. All common areas in the home are risk assessed for fire and other hazards. We employ the services of appropriately licensed waste carriers to dispose of general and clinical waste. Water temperatures to baths has been limited to provide safe access to bathing facilities. We provide a passenger lift to all floors. We carried out a tour of the building. We found specific domestic staff are employed and work hard to maintain a fresh and clean environment for people. The home was well presented and provided a valuing environment for people. People told us they were happy with their home, and their individual bedrooms. Care Homes for Older People Page 20 of 30 Evidence: Visitors confirmed that the home has improved since the new owners took over in the summer of this year. Visitors were happy with the quality of the environment provided. We noted that privacy locking arrangements to bedrooms could be confusing for people suffering from age related mental health problems. The provider had also identified this issue and explained management is going to replace bedroom door locks with more user friendly arrangements as part of the ongoing upgrading for the home. We noted that the siting of the laundry is currently not ideal as staff have to move laundry past the kitchen door. Once more the provider has identified this matter and will be factoring in changes that will take account of this issue as well. These matters will be addressed as part of the longer term plans for the home, as this next year the owners will be completing the painting of the outside of the home and the replacement of carpets and flooring. The home was found to be cleaned to a good standard, with three domestic staff evident during our unannounced site visit. There was only one minor odour problem in one bedroom visited during our tour of the premises, and action was being taken to remedy this matter, and staff were awaiting delivery of a carpet cleaner. Care Homes for Older People Page 21 of 30 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 are confident their needs will be met by the numbers and the skill mix of the staff team. The home takes steps to ensure people are in safe hands at all times. People are supported and protected by the homes recruitment and selection policies and practices. The home puts in place training, induction and support, to ensure staff are trained, enabled and competent to do their jobs. Evidence: Westviews AQAA tells us the home has - Robust recruitment procedures including advertising in local press, our website and recently on Wightbay. Staff are advised of the job description and role of the job being recruited for before interview. We Carry out checks under protection of vulnerable adults guidance (POVA) and CRB checks are always carried out and no new employee is started before a POVA first check has arrived. We put in place a full Skills for Care induction Programme carried out for care staff and in-house induction completed for other designations. A mentor is assigned to all new employees who will work through the training Programme and ascertain Care Homes for Older People Page 22 of 30 Evidence: competence. A new, more comprehensive induction training Programme is now in place. We have a comprehensive training Programme that is well established, both internally and externally. Mandatory training is delivered by qualified in-house trainers who maintain their own competence by attending regular external training. We provide a dedicated Training Manager who organises and promotes training - both internally and externally. The Training Manager timetables relevant training for all staff and advises managers monthly about the staff who have training needs outstanding and progress of qualifications. External training courses provided this year, accessible by all staff included: Managing challenging behaviour. There are 11 full time and 8 part time care/support staff, plus an additional 8 ancillary staff. The home provided 504 care hours, plus 40 non personal care and 169 other staff hours the week prior to completing the homes AQAA for this inspection. People said staff were available when needed, and spoke highly of the staff team. We observed staff interacting with people and staff were found to be good humoured, patient and professional in their dealing with residents. There was a mix of both male and female carers, carers of differing cultural backgrounds and ages. The AQAA tells us there is - Ongoing training for national vocational qualifications (NVQs). Staff are required to attend all in-house mandatory training courses and additional courses provided by external trainers both in house and off the premises. Of the 19 care staff employed 12 have achieved at least the NVQ level 2 qualification. We interviewed 2 care staff who confirmed they received good support and encouragement at the home to train and to obtain their NVQs. People said they felt confident in the hands of the care/support staff, who are available when needed and treat them well. We inspected a sample of three staff files. This provided evidence that staff selection and recruitment procedures are in line with legal requirement and best practice. Records showed that all checks needed, had been carried out. We interviewed 2 staff members who confirmed the selection process recorded had taken place. As identified above the homes AQAA tells us the home has - Robust recruitment Care Homes for Older People Page 23 of 30 Evidence: procedures. Staff are advised of the job description and role of the job being recruited for before interview. We Carry out checks under protection of vulnerable adults guidance (POVA) and CRB checks are always carried out and no new employee is started before a POVA first check has arrived. As identified above Westviews AQAA tells us - We put in place a full Skills for Care induction Programme carried out for care staff and in-house induction completed for other designations. A mentor is assigned to all new employees who will work through the training Programme and ascertain competence. A new, more comprehensive induction training Programme is now in place. We have a comprehensive training Programme that is well established, both internally and externally.Mandatory training is delivered by qualified in-house trainers who maintain their own competence by attending regular external training. We provide a dedicated Training Manager who organises and promotes training - both internally and externally. The Training Manager timetables relevant training for all staff and advises managers monthly about the staff who have training needs outstanding and progress of qualifications. External training courses provided this year, accessible by all staff included: Managing challenging behaviour. Staff records also confirmed that there is a clear commitment to the ongoing training and development of the staff team. These records confirmed up to date training in such areas as moving and handling, food hygiene, first aid, fire safety and infection control. Staff members interviewed said they received good training opportunities at Westview House, and were well supported by management. Care Homes for Older People Page 24 of 30 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 well managed home. The management ensures people are consulted and empowered as far as possible. The people who run the home are registered and have been deemed, qualified, experienced and fit to do so. The home is run in the best interests of the people who live there. Where people need support to manage their personal monies / valuables, this is done in a transparent way that protects all concerned. The health, safety and well being of people at the home are promoted and protected. Evidence: Westviews AQAA tells us - Manager, Angela Payne, holds an RMA award. The Manager works closely with the Corporate Management team in developing the ethos and general business plan for the home. She has overall, day to day, operational Care Homes for Older People Page 25 of 30 Evidence: responsibility for the running of the home and management of all staff and ancilliary services. Quality assurance procedures require the Manager to review significant performance indicators monthly that identify areas of good practice and also areas where performance could be improved. Action plans are developed as and when necessary to assist in efforts to constantly improve practice. Administration is provided by full time support and the back up from the Head Office Team in terms of finance and strategic planning. The Manager is supported by the organisations Training Manager in developing comprehensive training support for all staff. The Manager is registered with us, but was not available at the time of our visit, so we were assisted by directors of the owner organisation. We inspected relevant documentation and records and found evidence of a provider organisation that is able to identify what needs to change and how to change. We also found movement toward increasingly person centred approaches that will increase the involvement of people living at Westview House in the daily running and future development of their home. The management of Westview House have developed their own quality assurance (QA) systems, as well as completing our annual quality assurance assessments each year. We were able to view the QA documentation and found this placed service users at the centre of the whole process. In addition to this the home is improving its person centred planning that will make available better quality feedback from people using the service via monthly and annual reviews, as well as other forums such as resident meetings and in-house questionaires. As above the AQAA tells us - Quality assurance procedures require the Manager to review significant performance indicators monthly that identify areas of good practice and also areas where performance could be improved. Action plans are developed as and when necessary to assist in efforts to constantly improve practice. In addition to this the home has developed clear and comprehensive operational policies and procedures that link to the overal quality assurance of the service being provided. People living at the home said they felt they were being consulted, and visitors said they appreciated the way the home kept them advised of developments, and the approachablity of staff and management. We inspected arrangements in place where people needed support with their daily spending money. We checked a sample of these and found arrangements in place Care Homes for Older People Page 26 of 30 Evidence: protected people. There were clear records and audit trails in place as well as receipts being kept of any transactions where the home staff have been involved. The sample of records of monies inspected that were being held/looked after at the home, and the actual sums held for safe keeping all balanced. People who had their personal allowances held in the office, said they could access their money when they needed, and were happy with the arrangements in place to support them. Westview House has comprehensive operational policies and procedures in place to provide guidance and to quality assure practices at the home. These were last reviewed in August 2008. The home also has declared that such areas as - premises electrical circuits; portable electrical equipment; lifts/stair lifts; hoists [including portable]; fire detection; and fire fighting equipment; emergency call equipment; heating systems; soiled waste disposal and gas appliances all received servicing checks in line with manufacturers recommendations. We toured the premises and found no obvious hazards present. Staff confirmed that there are regular checkes to the fire alarm system and they also have regular fire drills at Westview House. Staff also confirmed they had received training in manual handling, food hygiene, first aid, and infection control, as well as other areas of basic training that are updated as needed. People said they felt safe living at Westview House and were confident in the staff who support and care for them. Care Homes for Older People Page 27 of 30 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 28 of 30 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations Care Homes for Older People Page 29 of 30 Helpline: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.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 © (2008) Commission for Social Care Inspection (CSCI). 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. 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