Inspection on 17/04/09 for William House

This is the latest available inspection report for this service, carried out on 17th April 2009.

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

William House 24/11/05

William House 02/08/05

William House 07/12/04

William House 20/04/04

William House 24/06/03

Similar services:

Flint House

Hillview Farm

Dalewood Respite Care

Orchard,The

REACH Upton Court Road

The Cotswold Home

Fairways

Treloar College

Extracts from inspection reports are licensed from CQC, this page was updated on 10/07/2009.

Inspecting for better lives Key inspection report Care homes for adults (18-65 years) Name: Address: William House MacCallum Road Enham Alamein Andover Hampshire SP11 6HJ     The quality rating for this care home is:   three star excellent 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: Kima Sutherland Dee Date: 1 7 0 4 2 0 0 9   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. 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. 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 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 Adults (18-65 years) Page 2 of 27 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) 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.cqc.org.uk Internet address Care Homes for Adults (18-65 years) Page 3 of 27 Information about the care home Name of care home: Address: William House MacCallum Road Enham Alamein Andover Hampshire SP11 6HJ 01264345835 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : fiona-kelly@enham.org.uk Enham care home 23 Number of places (if applicable): Under 65 Over 65 0 0 learning disability physical disability Additional conditions: 23 23 The maximum number of service users to be accommodated is 23 The registered person may provide the following category of service only: Care home only (PC) to service users of the following gender: Either whose primary care needs on admission to the home are within the following category: Physical disability (PD) Learning disability (LD) Date of last inspection Brief description of the care home William House is part of The Enham organisation, a charitable trust, and is situated in the village of Enham Alamein, Andover in Hampshire. The establishment is one of four residential settings on the large site and is registered for 23 physically disabled service users. William House continues to support, care and provide facilities for service users with physical disabilities, the majority of whom continue to participate in personal choices for work programmes at the resource and development centre. William House itself is a modern, purpose-built establishment, which is both tastefully decorated and well maintained throughout. The establishment also incorporates an assessment Care Homes for Adults (18-65 years) Page 4 of 27 Brief description of the care home process, where prospective residents stay in an assessment apartment for a period of time and are able to have a flavour of what care and support is available at William House and throughout the Enham establishment, and allows staff to assess the suitability of the candidates. Care Homes for Adults (18-65 years) Page 5 of 27 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: 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 peterchart Poor Adequate Good Excellent How we did our inspection: This report was written after we considered the information received about this home since the last key inspection,this included the homes own assessment,the AQAA, that they sent to the commission, completed surveys and a site visit to the home. During the sites visit we spoke to a number of residents and staff as well as the manager and the resource centre manager, we sampled the records and policies and observed the care and the home environment. Care Homes for Adults (18-65 years) Page 6 of 27 What the care home does well: What has improved since the last inspection? What they could do better: The home has plans to improve and the management team are well able to put these into practice in consultation with and for the benefit of the residents. Care Homes for Adults (18-65 years) Page 7 of 27 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 line –0870 240 7535. Care Homes for Adults (18-65 years) Page 8 of 27 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 9 of 27 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them, 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. The home provides up to date and useful information for prospective residents so they are able to make an informed decision. The assessment process is an excellent aspect of this home, it ensures that prospective residents, their families, and the staff can be assured that the home can meet all of the residents needs. Evidence: The service has developed a detailed and useful statement of purpose and service user guide that gives prospective residents and their families an up to date view of the home and the services that are offered. Before a decision to move to the home is made a comprehensive three week assessment takes place in which the resident fully participates. As well as the staff consulting all the people involved in with the resident, the resident also spends time at the home or one of the sister homes so that staff can work with them to identify their strengths and needs. A sample of these assessments showed that they recorded all aspects of the residents Care Homes for Adults (18-65 years) Page 10 of 27 Evidence: lives including their care and health needs their preferences, goals and wishes. Two residents said that new people were invited to spend time in the home and the staff then asked existing residents their opinions on whether the person would fit in with the existing group. This is an excellent aspect of the home and it provides a prospective resident with the information they need to make an informed decision as well as assessing whether the home meets all of their needs. Care Homes for Adults (18-65 years) Page 11 of 27 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. The residents know that their changing needs and goals are reflected in their own care plans and the staff use this information to support them. The residents are able to fully participate in all aspects of their lives and they are confident that the staff maintain their confidentiality. Evidence: The AQAA states We have a well developed system of planning and reviewing care that takes into account the wishes and aspirations of residents. This was an accurate assessment of the care planning process. A sample of care plans demonstrated that they were person centered and they included all of the information that the staff need to offer individual support. The plans are developed with the participation of the residents and they are regularly reviewed. The plans showed that each person has their wishes and aims recorded and staff support them to achieve their goals. The residents said they know about their care plans and they are asked for their views all Care Homes for Adults (18-65 years) Page 12 of 27 Evidence: the time. They added that the staff support them in a way that means they can continue with their preferred routines. The staff support the residents to make informed decisions and to fully participate in their lives and the running of the home. Residents can choose to sit on steering groups and the committee that make decisions about the home, the resource centre and the way the organisation operates. Advocacy services are advertised in the home and at the resource centre and care plans detail any discussion about the need for advocacy to enable residents to access services or make decisions. The care plans clearly detailed any risks and how these could be minimised while enabling the residents to maintain and develop as much independence as possible. The manager gave some examples of residents developing their independent travel and living skills. The residents talked about leisure activities and learning that they are involved in and how they are making decisions without unnecessary restrictions. The managers and staff clearly demonstrated that they are aware of confidentiality and how they should maintain this through record keeping and by not disclosing personal information. The home has a policy on confidentiality and staff are told about this during their induction training when they start work and during other training courses. Care Homes for Adults (18-65 years) Page 13 of 27 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. The residents benefit from being enabled to develop all their skills and gain increased independence, whilst having a wide range of educational, social and leisure opportunities. The home enables people to choice a routine that suits them and is flexible to meet their needs The residents are offered a choice of food that meets their nutritional needs at a time that suits their routines in a pleasant social setting . Evidence: The residents said how much they enjoy living at the home and how this has enabled them to learn new skills and become more independent. The care plan are individual to each resident and they have a clear plan for personal development that the staff then use to offer the right support. The residents are able to learn practical life skills at the home and when they attend the resource centre on the same site. Care Homes for Adults (18-65 years) Page 14 of 27 Evidence: Most of the residents attend this centre at varying times during the week and their timetable is detailed in their care plans. The staff at the home work closely with the staff at the resource centre so that they are aware of the skills people are developing and any changes to a physical condition. One staff survey commented that there could be better communication between the home and the centre. The residents spoke about what they do and this varies from a paid job in the resource centre in the packaging department to volunteering at nurseries and older peoples homes in the community. One person was having a cooking session with one member of staff this was because a session on their own better suited their learning needs. The resource centre combines varied learning and leisure opportunities with several businesses that the residents are involved in. The centre manager explained that each person had an individual timetable that may involve a wide variety of activities and this was flexible to allow people to work at a pace that suited their abilities, as people may need a rest period during the day at home or short sessions. Although the site is self contained the residents have many opportunities to make community links and use community facilities. A resident said that they wanted to attend a college course and the care plan recorded how staff were supporting them to achieve this aim. The residents spoke about visiting families and friends and how welcome their families were to visit them in their home. The care plans include information on peoples needs for support with relationships, communication, and social skills, these records are regularly reviewed and updated which demonstrates their progress. The residents all said they liked the food and they were asked their opinions on menus and choices. On the day of the site visit the menu included fish and chips but people had a wide choice and some had chosen a jacket potato, others had salads or sandwiches. The residents usually choose to eat in the main dining room as this gives them chance to socialize with friends but they can choose to eat in their rooms or they may need to due to ill health. There were enough staff in the dining room to assist people with their meals and the atmosphere was friendly and informal. Care Homes for Adults (18-65 years) Page 15 of 27 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The residents are enabled to maintain their personal care and health as independently as possible. Where residents require staff support this is done with respect and in private, whilst maintaining the residents dignity. Evidence: The care plans record detailed information about each residents health care needs and how these should be met. The staff enable the residents to remain as independent as possible in managing their own health care or support people to develop skills to do this. A resident talked about making appointments to see dentists and opticians. Another person said a doctor visits the site twice a week and they can ask staff to make an appointment. The care plans contained information for the staff on specific conditions and staff also receive training in managing first aid and other health care needs. the residents have information about maintaining a healthy lifestyle and they are supported to understand this information. The staff also support the residents to attend physiotherapy and other health appointments outside the home. The residents have a locked medication cupboard in their rooms and the staff support Care Homes for Adults (18-65 years) Page 16 of 27 Evidence: people to become self medicating, after risk assessments and in line with the medication policy. The staff also administer medication and this is done privately and at the times the medication is prescribed. Medication is stored administered and recorded correctly. Each resident can choose whether they complete and sign a record of their wishes at the times of their deaths and a number of these were seen in the care plans. Care Homes for Adults (18-65 years) Page 17 of 27 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. The residents can be assured that any complaints will be listened to an acted upon and that the staff are trained to protect them from abuse. Evidence: The AQAA states that We have a policy that offers an atmosphere to encourage people to raise concerns. This was an accurate assessment of the home. There are regular residents meetings and the residents said they felt safe to speak to any staff if they had concerns. The staff have attended courses in adult protection and they were able to discuss how they would act appropriately if they were passing on a complaint to senior staff or protecting the residents from abuse. The AQAA states that there are key people within the home that are trained to as protection officers. The complaints log accurately records any concerns or complaints and the actions that were taken. The staff have managed complaints according to their own procedures and these complaints have been resolved. Care Homes for Adults (18-65 years) Page 18 of 27 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is comfortable and suitable for the current residents. The home is well maintained fully accessible. Evidence: The home is a large two story modern house on a site with other similar houses and the resource centre. The home opened nine years ago when the large cedar lodge house opposite the site closed. The residents said they liked their home and their own bed sitting rooms or flats. The home is well decorated and furnished and there are plans for further improvement. The home has comfortable private and communal areas and all areas of the home are designed to enable the residents to maintain their independence. The AQAA states that the home will continue to be redecorated, and maintained. One resident showed their flat and it was full of their own belongings and possessions. The home is fully accessible and people are able to move around as independently as possible. The staff get any equipment that people need to maintain their independence and a care plan recorded that a resident had recently been supported to get a shower seat that would help them. Care Homes for Adults (18-65 years) Page 19 of 27 Evidence: The home employs maintenance staff and cleaning staff and the home was clean with no unpleasant odours. The staff have been trained to control infection and to manage hazardous cleaning products and they have the equipment they need to do this. Care Homes for Adults (18-65 years) Page 20 of 27 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent, 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. The residents benefit from being supported by a safely recruited and well trained staff team who are able to meet their needs. Evidence: The staff said they were clear about their roles and each staff member has a job description. There are enough staff to meet the residents needs and the staff said they have time to do their jobs. They added that when the home is particularly busy such as in the morning and evening extra staff are available. The staff files are complete and well organised and they contain all of the recruitment checks for the protection of the residents including references, criminal records bureau and protection of vulnerable adults checks. the residents are encouraged and supported to become involved in recruiting new staff and they are part of interview panels. When new staff start they shadow an experienced member of staff for three weeks and take part in a comprehensive induction programme which includes basic training. Following this the staff have many opportunities to take part in training which includes, manual handling, this is particularly important for the safe support of the residents Care Homes for Adults (18-65 years) Page 21 of 27 Evidence: who have a physical disability. All the staff have or are working towards a National vocational qualification (N.V.Q)and senior staff all have a level 3 N.V.Q. The staff said they work well as a team and they receive regular supervision and support from senior staff and the manager. The manager also said that there is a counselling service available to staff. Care Homes for Adults (18-65 years) Page 22 of 27 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. The home is managed effectively for the benefit and safety of the residents. the residents views are sought and the providers continue to plan to improve the service. Evidence: The manager is qualified and they stated that they will complete their Registered managers award in the next twelve months. The residents and the staff said the manager was approachable and supportive and they could go to the office at any time. The staff said they had regular meetings and the manager kept them informed of any changes and gave them the opportunity to contribute their ideas. The home is managed to meet the aims stated in the statement of purpose and in the best interests of the residents. The home asks the residents to complete a survey once a year to assess the quality of the service and to make improvements, the AQAA states they plan in the next twelve months to extend this consultation to include relatives and health professionals. Care managers from the local authorities that fund resident placements attend regular Care Homes for Adults (18-65 years) Page 23 of 27 Evidence: reviews with the residents and their views are sought and recorded in the minutes. The staff also seek the residents views at the regular meetings. The organisation has developed policies and procedures that reflect best practice and a sample of these policies were seen. The staff use the policies to guide their work and during training courses. The residents said they knew that they could see their records and they are fully involved in developing these with the staff. the home has a policy that relates to access to records and the records are maintained confidentiality in a locked office. The home maintains safety by an effective risk management system and by employing staff that are responsible for the maintenance and repair of equipment and fittings. The fire records were up to date and the staff have had training so they can safely manage any incidents. the staff maintain records on all accidents and incidents in the home and these were up to date and accurate, they reflected the actions the staff had taken to support the residents. The home is effectively managed by Enham support staff, managers and the home manager. Care Homes for Adults (18-65 years) Page 24 of 27 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Adults (18-65 years) Page 25 of 27 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 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 26 of 27 Helpline: Telephone: 03000 616161 or Textphone: or 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) 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. Care Homes for Adults (18-65 years) Page 27 of 27 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!