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Inspection on 18/03/10 for Woodlands Respite Care Centre

Also see our care home review for Woodlands Respite Care Centre for more information

This is the latest available inspection report for this service, carried out on 18th March 2010.

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

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

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

Woodlands provides an excellent service for people who have multiple sclerosis, who require a respite stay so that they or their carers can have a break. The service prefers to call their customers guests. Before admission and on arrival at the home highly skilled staff check information in the guests assessment is still correct. This helps to make sure that each guests needs are known and can be met. A range of different therapies are available which can enhance the guests experience and help to maintain their independence. Guests said they received care in a way that respected their privacy and dignity. Specialist equipment is provided to meet each guests needs. There is a robust complaints policy in place to make sure that any concerns raised are dealt with appropriately. Ten guests completed surveys this is what they said: "Woodlands caters well for people with multiple sclerosis". "Everything Woodlands sets out to do, is done well. The staff are consistently good". "They take wonderful care of me and make my stay enjoyable". "Everything is done well, I get what I want from the centre, the food is good, and I use the physiotherapy department". Staff said in their surveys: "We meet the needs of guests who visit for respite care who have multiple sclerosis to enable family and carers to have a break". "We give the highest quality of care for all our guests. Our care is holistic involving all aspects of their needs from personal care to their spiritual needs". "We welcome the volunteers, they do a wonderful job". "Woodlands provide good training, the home runs efficiently and well, we have good communication between all staff". Three health care professionals also completed surveys, they said: " Communication is excellent at Woodlands. The team work very well and are very responsive to any problems or enquiries that I have made over the years. The team do their best to consider carers commitments when I am looking for respite dates. Guests that I work with look forward very much to their stay at Woodlands". " Woodlands provide an excellent high standard of care to highly dependent people". All staff receive training in all areas necessary to keep their skills up to date. Woodlands is run by an effective management team who have the interests of the guests who use the service at heart. Woodlands also provides a meeting point and Resource Centre which is available to every guest and to the wider community, so that people can be well informed. There is a large number of volunteers who receive training about multiple sclerosis, they assist guests and accompany them on outings to help guests aims and objectives to be achieved, and to support guests independence.

What has improved since the last inspection?

Information about the charges being made for bus transfers, therapies and outings are now made available to guests before and during their stay. So that guests are fully aware of what these services cost. Fire training for night staff has been improved so that guests health and safety can be protected.

What the care home could do better:

No requirements or recommendations have been made. The management team are effective and continue to look at how the service can be developed and improved for their guests.

Key inspection report Care homes for adults (18-65 years) Name: Address: Woodlands Respite Care Centre 120 Thief Lane Hull Road York North Yorkshire YO10 3HU     The quality rating for this care home is:   three star excellent service A quality rating is our assessment of how well a care home is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this full review a ‘key’ inspection. Lead inspector: Denise Rouse     Date: 1 8 0 3 2 0 1 0 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Adults (18-65 years) Page 2 of 28 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 Adults (18-65 years) can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. www.cqc.org.uk Internet address Care Homes for Adults (18-65 years) Page 3 of 28 Information about the care home Name of care home: Address: Woodlands Respite Care Centre 120 Thief Lane Hull Road York North Yorkshire YO10 3HU 01904430600 01904430055 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): www.mssociety.org.uk Multiple Sclerosis Society Name of registered manager (if applicable) Paula Rawding Type of registration: Number of places registered: care home 24 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 physical disability Additional conditions: The maximum number of service users who can be accommodated is: 24 The registered person may provide the following category of service only: Care home with nursing - Code N, to service users of the following gender: Either, whose primary care needs on admission to the home are within the following category: Physical disability - Code PD Date of last inspection Brief description of the care home Woodlands provides a respite care centre with nursing care for people with multiple sclerosis. Guests arrive on a Saturday for stays of one to two weeks. The home has been purpose built and all the accommodation is on the ground floor. All the bedrooms are single and en suite with a range of hoisting equipment. Special beds and mattresses are available depending on the individual requirements of guest. The home has a full and varied activity programme that includes shopping trips and meals out, as Care Homes for Adults (18-65 years) Page 4 of 28 Over 65 0 24 Brief description of the care home well as in house entertainments. The home has a physiotherapist and a hydrotherapy pool. Information about what the home can offer people is provided in the service user guide and statement of purpose, as well as the last inspection report. This information can help guests decide if the home could meet their needs. On the day of the site visit, the fees ranged from £819 for guests with moderate needs to £1300. Further information about these fees can be gained by contacting the manager for this service. Care Homes for Adults (18-65 years) Page 5 of 28 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: The quality rating for this service is 3 star. This means guests who use this service experience excellent quality outcomes. This evidence used in this report has include: A review of the information held on the homes file since its last inspection. Surveys received from ten guests, ten staff and three health care professionals. An unannounced visit to the home which lasted four hours and fifty minutes, undertaken by one inspector, which included a full tour of the premises. Evidence gained by direct observation during the site visit. This involved talking with guests staying at the home, with staff the administrator and nurse in charge. Care Homes for Adults (18-65 years) Page 6 of 28 Inspection of records, including care profiles, medication administration records, staff files and some of the homes policies and procedures. We have reviewed our practice when making requirements, to improve national consistency. Some requirements from previous inspection reports may have been deleted or carried forward into this report as recommendations. But only when it is considered that people who use services are not being put at significant risk of harm. In future, if a requirement is repeated, it is likely that enforcement action will take place. Care Homes for Adults (18-65 years) Page 7 of 28 What the care home does well: Woodlands provides an excellent service for people who have multiple sclerosis, who require a respite stay so that they or their carers can have a break. The service prefers to call their customers guests. Before admission and on arrival at the home highly skilled staff check information in the guests assessment is still correct. This helps to make sure that each guests needs are known and can be met. A range of different therapies are available which can enhance the guests experience and help to maintain their independence. Guests said they received care in a way that respected their privacy and dignity. Specialist equipment is provided to meet each guests needs. There is a robust complaints policy in place to make sure that any concerns raised are dealt with appropriately. Ten guests completed surveys this is what they said: Woodlands caters well for people with multiple sclerosis. Everything Woodlands sets out to do, is done well. The staff are consistently good. They take wonderful care of me and make my stay enjoyable. Everything is done well, I get what I want from the centre, the food is good, and I use the physiotherapy department. Staff said in their surveys: We meet the needs of guests who visit for respite care who have multiple sclerosis to enable family and carers to have a break. We give the highest quality of care for all our guests. Our care is holistic involving all aspects of their needs from personal care to their spiritual needs. We welcome the volunteers, they do a wonderful job. Woodlands provide good training, the home runs efficiently and well, we have good communication between all staff. Three health care professionals also completed surveys, they said: Communication is excellent at Woodlands. The team work very well and are very responsive to any problems or enquiries that I have made over the years. The team do their best to consider carers commitments when I am looking for respite dates. Guests that I work with look forward very much to their stay at Woodlands. Woodlands provide an excellent high standard of care to highly dependent people. All staff receive training in all areas necessary to keep their skills up to date. Care Homes for Adults (18-65 years) Page 8 of 28 Woodlands is run by an effective management team who have the interests of the guests who use the service at heart. Woodlands also provides a meeting point and Resource Centre which is available to every guest and to the wider community, so that people can be well informed. There is a large number of volunteers who receive training about multiple sclerosis, they assist guests and accompany them on outings to help guests aims and objectives to be achieved, and to support guests independence. 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 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 9 of 28 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 10 of 28 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. Guests have their needs and aspirations met by well trained staff, who understand the needs of people with multiple sclerosis. Evidence: Before a guest arrives for their stay they receive information about the home. The service user guide can be provided in the form of a CD, audio cassette or a large print document. DVDs are also available on request to explain and promote the lifestyle at the centre. Inspection reports, a brochure and the statement of purpose is also available. This helps to make sure that guests can make an informed decision about if Woodlands could meet their needs. There is a team of dedicated staff who can assist potential guests who are thinking of making a booking. This helps potential guests to feel supported. Ten guests completed surveys, all ten said that they received all the information that they needed to make a decision that it was the right place for them. Before the guest arrives for their stay a full assessment of their needs is undertaken Care Homes for Adults (18-65 years) Page 11 of 28 Evidence: by the registered nurses or senior care staff. All staff and volunteers receive in depth training about multiple sclerosis so that they can appreciate each guests individual needs. Their general practitioners are contacted to supply detailed information about medication. Information is also gained from other health care professionals e.g occupational therapists, physiotherapists and district nurses to make sure that each guests full and current needs are known. This information is rechecked on arrival and where possible the guest signed the documentation. This helps to make sure all parties are fully aware of the care and services to be delivered. The guests are also asked about their aspirations for their stay, these are documented. An individual programme is created for each guest to make sure that outings and therapies are provided that the guest wants to take part in. This helps to make sure that guests enjoy their stay. At the end of their stay the home manager holds a tea party on the Friday before guests leave to gain their feedback and make sure that the guests aspirations have been met. Care Homes for Adults (18-65 years) Page 12 of 28 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. Guests choose how to live their lives, knowledgeable sensitive staff help support them to ensure the guests needs are met. Evidence: Guests have a full assessment of their needs undertaken before they arrive at Woodlands. Staff then check with each individual guest that this information is still correct so that their needs are known. Guest sign to say they are in agreement with the care plans that are put in place for their stay so all parties fully understand the support that is required. Guests were seen to make choices about how they wished to live their lives. Ten guests completed surveys, nine of these said that they made decisions about what they wanted to do each day, during the day, evening and weekend. Guest comment cards and surveys are used to gain guests views about the service. Any issues raised are resolved. Care Homes for Adults (18-65 years) Page 13 of 28 Evidence: Guests participate in creating and updating their risk assessments, they are supported by knowledgeable and sensitive staff who help guests to maintain their independence wherever possible. There is a large number of volunteers who receive training in moving and handling, wheelchair pushing and assisting guests to eat and drink. Guests are helped within the home and when being accompanied on outings. This helps to make sure that the guests safety is protected. Care Homes for Adults (18-65 years) Page 14 of 28 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. Guest have access to activities and outings, they are supported by attentive staff who respect guests rights and choices to live the life they choose. Evidence: Guests are able to decide what they would like to do during their respite stay at the home. Information about activities and outings is provided prior to and during guests stays so everyone is aware of what is available to them. A wide variety of therapies can be provided these include: physiotherapy, hydrotherapy, aromatherapy, reflexology and beauty therapy. A hairdresser also provides a weekly service for people to enjoy. Guests were seen using all the communal areas of the home including the reception area, lounge and smoking room. There is a Snoezelen room, where guests can go to relax and listed to relaxation music, whilst receiving a hand massage if they wish. Care Homes for Adults (18-65 years) Page 15 of 28 Evidence: On the week of the site visit outings were arranged to a local church for the Sunday service. To Monks Cross shopping centre, into York, to Tropical World in Roundhay and to a garden centre. Pub lunches were also arranged locally. Entertainers also visit the home, The four quarters of Cappello singers and a pianist were performing for guests who did not want to go out. The home has good links with the local community. Board games are provided such as Scrabble and Connect Four. A Wii has been purchased and this was proving to be popular on an evening for guests to compete in virtual games. Visiting to the home is allowed at any time. People are made welcome. Some guests attend Woodlands to allow their main carer to have a break or a holiday themselves. The kitchen has received an inspection recently from Environmental Health, a five star rating has been achieved. There is a three weekly rotational menu available, which is changed seasonally. Special diets are catered for and the chef knew each guests special requirements. The food being served for lunch, on the day of the site visit, looked wholesome and nutritious. Guests can choose where they would like to eat and a variety of equipment is available to make sure that their independence can be maintained. Where necessary, guests are assisted with their meals by patient staff in an unhurried manner. Guests spoken with said The food is excellent, you get a choice . And The food is good, I can eat where I want to. Care Homes for Adults (18-65 years) Page 16 of 28 Personal and healthcare support These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People receive personal support from staff in the way they prefer and want. Their physical and emotional health needs are met because the home has procedures in place that staff follow. If people take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it in a safe way. If people are approaching the end of their life, the care home will respect their choices and help them to feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Guests receive the personal care, support and medication that they need to maintain their health and well being. Evidence: Staff have up to date relevant information about each guests full health care needs to make sure that their needs can be met. They can choose the gender of staff to give them personal care, this is documented and provided so that peoples wishes are respected. Physiotherapists are available to help support guests who would benefit from receiving this service. Hydrotherapy is also available as well as aromatherapy, reflexology beauty therapy and hairdressing services. People spoken to said that the care they received from staff was personalised to their needs. One guest said Staff are super and have the skills they need to give me personalised care. I just keep saying its excellent here because it is. Woodlands have a Resource Centre available to guests and to the general public. Where a lot of useful information is made available to people as well as up to date research this helps to support people. Guests said that they really value this service. Care Homes for Adults (18-65 years) Page 17 of 28 Evidence: A local general practitioner provides cover in emergencies and visits the home weekly to make sure that guests receive the medical attention they require. Any input given by this local GP is notified in writing to the guests own GP to make sure that all relevant parties are kept well informed. Guests bring their medications in with them when they arrive for their stay. Guests who are able to can self medicate. Their medications are placed in a lockable facility in their bedroom, once the medications have been documented by the nursing staff. Guests are assessed to make sure that they are safe to self medicate, to protect guests independence and safety. Guests who are not able to self medicate have their medications dispensed by the nursing staff. The medication systems in place continue to be audited and improved to maintain the safety of all parties. Care Homes for Adults (18-65 years) Page 18 of 28 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Guest have their complaints looked into and resolved, they are protected from abuse. Evidence: The manager and staff are keen to address any issues raised by guests. There is a complaints policy in place, this can be found in the service user guide in each bedroom. Complaints received are investigated, this information is well documented. The outcome of the investigation is provided in writing to the complainant so that they are fully informed. Ten guests completed a survey, all ten said they knew who to speak to if they were not happy. Comment cards are available and guest surveys are used to gain guests views. The manager holds an afternoon tea party for guests on the last Friday afternoon of their stay at Woodlands. Staff are about to receive further training in relation to the protection of vulnerable adults. This is to be discussed at staff meetings and presented in formal training currently being scheduled. Staff spoken with knew about the whistle blowing policy, they all knew what to do if they felt abuse was occurring, this helps to protect people. Ten staff completed surveys, all ten said they knew what action they must take if guests had any concerns. Care Homes for Adults (18-65 years) Page 19 of 28 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. Guests are accommodated in a well designed, clean and pleasant home which promotes their independence. Evidence: Woodlands has an inviting and welcoming ambiance, it is designed to allow full disabled access to all areas including the grounds. Wide corridors and well thought out communal spaces are provided. Guest operated automatic doors to communal areas help people remain as independent as possible. The therapy department offers a hydrotherapy pool and a physiotherapy gym. There is a bar in the lounge which is open on an evening. There is a Resource Centre and a Shop for guests to enjoy. There is a Snoezelen room where people can relax and enjoy sensory stimulation and hand massages. Guest bedrooms are well appointed so that peoples needs can be met. All areas of the home were clean tidy and free from any unpleasant odours. The manager continues to look at how the facilities can be improved to hep make sure the environment is the best it can be for the guests. Ten guests completed surveys, nine out of the ten said the home was always fresh and clean, the tenth guest just wrote It is immaculate. The gardens offer level wide paving so that wheelchair users can enjoy the garden Care Homes for Adults (18-65 years) Page 20 of 28 Evidence: independently. There are raised beds and a pond. The grounds have security lighting so can be enjoyed at any time. The laundry was inspected, it was clean and tidy. There are good procedures in place for handling guests laundry. Hand wash facilities are available throughout the home this helps to make sure that infection control measures are in place. Care Homes for Adults (18-65 years) Page 21 of 28 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Guests are looked after by well trained and knowledgeable staff. Evidence: Ongoing training is provided to all staff in moving and handling, first aid, maintaining confidentiality and other subjects which help to keep all parties safe. New staff have a period of induction where they are supernumerary so that they have time to develop their care skills. All staff and volunteers receive training about multiple sclerosis so that everyone is aware about the needs that their guests may have. This helps to make sure that the guests needs can be met. Ten guests completed surveys, nine said that the care staff and manager always treated them well. One guest wrote With love and consideration. Nine guests said that the staff always acted upon what they said. Staff fire training is provided and has been enhanced for the night staff to make sure that staff are fully aware of the actions they must take to keep people safe. This has been undertaken after a recommendation was made on the previous inspection report. Staff spoken with confirmed that there was a lot of training on offer, one member of staff said The training provided exceeds my expectations. Staff are encouraged to develop their skills, one nurse had undertaken a back to nursing course and two care Care Homes for Adults (18-65 years) Page 22 of 28 Evidence: staff had just completed their National Vocational Qualification in Care at level two. The home have sixty percent of their care staff who have undertaken this qualification, which helps staff to give good care. Ten staff completed surveys, all ten said that they received relevant training for their role, which helped them meet the guests needs. Extra staff and volunteers are provided at peak times of activity, whenever possible, to make sure that guests needs are met timely. The recruitment process for new staff includes gaining all relevant checks to make sure that the candidates are suitable to work in the care industry. Ten staff completed surveys, all ten said that they had all necessary checks undertaken before they started work, this helps to protect people. An Equal Opportunities policy is in place and this helps to make sure that every candidate is treated fairly. Interviews are recorded and scored, so that only candidates who have the right attributes are offered employment. Staff meetings occur so that staff can give their views about the home and services being provided. All staff receive regular supervision and a yearly appraisal so that any further training needs can be highlighted and addressed so that staff can develop their full potential. Care Homes for Adults (18-65 years) Page 23 of 28 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. Guests receive a well organised service, their views are sought and acted upon by the management team to make sure that Woodlands maintains the quality of its services and peoples health and safety is protected. Evidence: The manager has extensive experience, she is proficient has good knowledge of strategic and financial planning and champions the ethos of the home. Staff and guests said that she was approachable and had an open door policy, so that people could speak to her at any time. There is a good management team in place and all staff spoken with were professional and positive about the home and liked how it was managed. One member of staff wrote on their survey Woodlands is well organised and functions extremely well. A Guest said The manager, staff and volunteers all work together as a team, which makes this a friendly and welcoming place to stay. Quality assurance systems are in place these include guest and staff surveys. Guest comment cards are available for people to complete. Any issues raised are dealt with quickly and efficiently. The manager meets with guests who are about to go home at a Care Homes for Adults (18-65 years) Page 24 of 28 Evidence: Friday afternoon tea party to gain their feedback about their experience at Woodlands and to spend some quality time with her guests. Audits are undertaken for the services provided in the home and in relation to maintaining peoples health and safety. Recently an external pharmacy audit has taken place, issues raised are being effectively addressed. Some internal audits are undertaken by staff from different departments in the home this helps staff to feel valued and included in the quality assurance process. The management team are always looking at how they may improve the service for their guests and for the staff who work there. Routine maintenance and health and safety checks are undertaken, to make sure the guests and staffs health and wellbeing is protected. Care Homes for Adults (18-65 years) Page 25 of 28 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 26 of 28 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 27 of 28 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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