Inspection on 14/04/05 for 82 Normandy Street

This inspection was carried out on 14th April 2005.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Good. The way we rate inspection reports is consistent for all houses, though please be aware that this may be different from an official CSCI judgement.

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

82 Normandy Street 21/11/07

82 Normandy Street 19/07/06

82 Normandy Street 15/12/05

82 Normandy Street 18/10/04

82 Normandy Street 25/06/04

82 Normandy Street 05/06/03

Similar services:

21 High Street

Vale House

Chestnut Walk

The Old Vicarage

Cherwood House Care Centre

Ashley House

Ascot Nursing Home

Fountain View

Extracts from inspection reports are licensed from CQC, this page was updated on 08/07/2008.

CARE HOME ADULTS 18-65 82 Normandy Street Alton Hampshire GU34 1DH Lead Inspector Annie Billings Unannounced 14.04.05 11:00 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 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Adults 18-65. They can be found at www.dh.gov.uk or obtained from The Stationary Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. 82 Normandy Street Version 1.10 Page 3 SERVICE INFORMATION Name of service 82 Normandy Street Address 82 Normandy Street Alton Hampshire GU34 1DH 01420 549002 Telephone number Fax number Email address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) Mental After Care Association Elveta MacCready CRH 6 Category(ies) of Mental disorder, excluding learning disability or registration, with number dementia (6) of places 82 Normandy Street Version 1.10 Page 4 SERVICE INFORMATION Conditions of registration: None Date of last inspection 18.10.04 Brief Description of the Service: 82 Normandy Street is a three storey semi-detached building in a residential area of Alton. The town of Alton is nearby, and the property is on a main bus route through the town. The service is managed by Mrs Elveta MacCready. The home provides a comfortable, homely environment for six younger adults with mental health issues. Individual accommodation is arranged over two floors, each with a communal bathroom. Other communal areas include a comfortable sitting room, designated as a smoking area, dining room, kitchen and laundry facilities with a well-maintained garden and small car park at the rear of the premises. The property also has an attic room, which currently is inaccessible to service users, 82 Normandy Street Version 1.10 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This inspection took place over 6.25 hours as part of the normal regulation and inspection programme, and to follow up on progress made in meeting one previous requirement. A tour of all communal areas was made, and two residents allowed the inspector to view their room. Four residents, four staff members and two visiting relatives were spoken to. Three resident’s files were inspected, along with other care records. What the service does well: What has improved since the last inspection? Resident’s files are consistent and well organised, with support plans constantly under review. The fitting of a new hallway carpet has enhanced the environment and new flooring in one bathroom, and residents appear to take more pride in their surroundings, which now appears as a warm, friendly home. 82 Normandy Street Version 1.10 Page 6 What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The full report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. 82 Normandy Street Version 1.10 Page 7 DETAILS OF INSPECTOR 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) Scoring of Standards Statutory Requirements Identified During the Inspection 82 Normandy Street Version 1.10 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users’ know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 2, 4, 5 The home has clear systems to identify service users’ needs, and provides opportunities to visit the home prior to admission. Service users have contracts with the home. EVIDENCE: Full and detailed assessments were available in each of the three resident’s files sampled. Individual aims and objectives have been identified, and systems are in place to measure achievements made in meeting the objectives. Three residents were able to confirm they had visited the home prior to moving in, and could stay on a trial basis, as documented within their files. All three files contained a copy of the terms and conditions of the home. 82 Normandy Street Version 1.10 Page 9 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate, in all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept The Commission considers Standards 6, 7 and 9 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 6, 7, 8, 9 The systems for support planning and consultation are good, ensuring residents have control over their lives. EVIDENCE: Three files sampled were well organised, and contained individual support plans to meet each assessed need. Signatures of residents were available to evidence their involvement in this process, and evidence of monthly reviews was also available. Many of the plans viewed provided detailed guidance to both the resident in how to achieve their objectives, and the support required by staff. A few plans identified a need for further development of the support required by staff, as current information relies heavily on staff’s knowledge of the residents. This was discussed with key-workers, who gave assurances that more detail will be added. One resident was happy to discuss their aims for the future, and how they intended to achieve this objective, as detailed in their support plan. Systems are in place to measure daily the progress made in meeting the objectives set. The results are then input into a monthly summary sheet. One key-worker has developed the progress into a graph to make it easier for the resident to visualise the results. Minutes of residents meetings 82 Normandy Street Version 1.10 Page 10 confirmed that all decisions about life within the home are made by and in consultation with the residents. Residents advised that menus and cleaning rotas have recently been discussed and developed, and at the last meeting a venue for a holiday was decided upon. Three confirmed their satisfaction with the decision made. Appropriate risk assessments were in place for any risk identified, in two of three files, but are not fully completed in the third. Evidence was available to confirm these are being developed. Risk assessments are reviewed three monthly, to ensure they remain current. 82 Normandy Street Version 1.10 Page 11 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 11, 12, 13, 14, 15, 16, 17 Good links with the community support and enrich residents’ opportunities for recreational and educational development. Social contacts and meals are well managed, and reflect variation and the interest of service users in promoting a healthy lifestyle. EVIDENCE: A variety of daily activities are undertaken by residents, as identified in their support plans. One resident advised they are currently attending college parttime, with a view to further development next year, and is being supported by their key-worker to find part-time work at Oxfam. To assist in this process, they have undertaken a training course in assertiveness. Two residents participate in art and craft workshops at the local community centre and swimming. A dance fit class at the centre was discussed at the last resident’s meeting, and several residents indicated their interest. The promotion of independence was observed during the inspection. Normandy Street has been particularly successful in recent months, moving two residents forward into more independent living. Contact with family and friends were recorded within files, and relatives were seen to be welcomed in the home. One relative 82 Normandy Street Version 1.10 Page 12 commented that they are also supported by the staff, as well as their relative, commenting, “staff are always around to offer help and advice”. Staff and other residents were seen to observe each other’s rights, and ask permission to enter one another’s room. Daily routines were observed to be flexible around individual’s activities, with lunch being cooked and eaten at various times to suit the service user. A new six week rotational menu has recently been implemented. This was developed by the residents to help promote their wish to a healthier lifestyle. The menus are varied and based around individuals preference and cooking capabilities. Despite the diversity of individuals living in the home, the residents present as a supportive family group. 82 Normandy Street Version 1.10 Page 13 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 18, 19, 20 The home has systems in place to ensure that residents are supported to manage their own personal and health care needs, with appropriate support from relevant professionals. EVIDENCE: All of the current service users are now able to manage their own personal care, with supervision and encouragement from the staff. Records confirm that health care needs are addressed promptly and efficiently, with appropriate support from staff to attend various appointments where necessary. One resident is being supported to manage their diabetes, based on the home’s risk assessment strategy. This is closely monitored, with the support of the health care team, and specialist training of staff. Medication stocks were accurately maintained in line with good practice. Medication administration record sheets for three service users were sampled, and no omissions were identified. These sheets have been duplicated, to encourage and enable service users to sign and take responsibility for their own medication record. One service user is prescribed 50mg Chlorpromazine three times daily. A second similar dose is documented from the 29.3.05 to be administered when necessary. No written documentation was available to confirm the consultant’s instruction. The importance of this was discussed with 82 Normandy Street Version 1.10 Page 14 the manager, and assurances given that this would be obtained. All staff have been trained in the safe handling of medication. 82 Normandy Street Version 1.10 Page 15 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 22, 23 The home has a clear policy for the reporting of complaints, which service users and relatives feel able to use. Staff have a good understanding of adult protection issues, which protects service users from abuse. EVIDENCE: Three residents were able to describe the complaints reporting procedure. Two visiting relatives were aware of whom to report to. One relative described the manager as very approachable, receptive to comments and acts upon them. Three staff members spoken with were able to describe the reporting procedure in the event of abuse, in line with Hampshire’s Adult Protection policy, and confirmed they had received training in the awareness of abuse. Financial records of three residents were sampled, and found to be accurately maintained. 82 Normandy Street Version 1.10 Page 16 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 24, 25, 26, 27, 28, 29, 30 The home provides individual and communal space that meets resident’s needs in a clean, comfortable and homely environment. EVIDENCE: Since the last inspection, a new carpet has been laid in the entrance hall. All areas viewed were clean, well decorated, comfortably furnished and homely. Two bedrooms viewed were appropriately furnished, personalised, and comfortable. All bedrooms and bathrooms are fitted with appropriate locks to allow privacy, but can be over-ridden in the event of an emergency, as advised by one resident. Three residents confirmed they were happy with their rooms. Each of two floors provides a communal bathroom. Flooring has been replaced to the first floor bathroom. A number of tiles in this area have come loose, and have been temporarily fixed. This was reported to the Housing Association on the 31.3.05, and the home is waiting for a response. None of the current service users require specialist equipment, although a bath board is available in the bathroom. The Fire Safety Officer has previously visited the home to discuss the possibility of converting the large attic room to provide a further communal 82 Normandy Street Version 1.10 Page 17 room. This would greatly enhance the available communal space, as there is currently only one lounge, designed as a smoking room. The dining room affords a secondary seating area, but is not large enough to accommodate comfortable seating. Structural work is needed to comply with fire and building regulations, and the manager is still consulting with the organisation, to discuss the viability of this work. 82 Normandy Street Version 1.10 Page 18 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 35 the key standard to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 31, 33, 36 Residents are well supported by a stable, well-supervised and trained staff team, that enable them to reach their full potential. EVIDENCE: Discussion with three members of staff confirmed they fully understand their roles and responsibilities, and feel they are sufficiently trained to meet the needs of residents. Senior relief staff, with a good knowledge of the home and residents, are also available to provide additional support. Three staff members have recently attended training on personality disorders, which they state has benefited their understanding of some behaviours in the home. The staff rotas sampled confirmed that a minimum of two staff are on duty between 8am and 10pm. This remains flexible to meet the needs of residents, as observed on the day of inspection, when staff numbers were increased to allow a resident support in attending an urgent meeting. One staff member confirmed they work well together as a team, and are fully supported by the manager, who is very open and approachable. Another commented: “it’s a really good team”. Discussion with staff confirmed staff meetings are held regularly every six to eight weeks, and they receive one to one supervision on a monthly basis, although the manager is available at any time. 82 Normandy Street Version 1.10 Page 19 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. Service users’ rights and best interests are safeguarded by the home’s record keeping policies and procedures. The health, safety and welfare of service users are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 39, and 42 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 37, 38, 39 The service is well managed with a variety of evidence that indicates residents’ involvement in the running of the home. EVIDENCE: The manager has completed her NVQ 4 in care and management, and the registered manager’s award, counselling diploma, practice teaching award and NVQ assessors award, as well as MACA’s in house statutory training. From documentation seen, observation on the day and discussion with service users and staff it was obvious that management encourage staff and service users involvement in the running of the home. Service users obviously perceive the house as their home, and confirm that the staff and management team are always available to support and discuss their views. Minutes of meetings were documented and made available on the notice board. Any activities developed by the home fully involve all staff and service users. The organisation has an internal quality audit system, and on a monthly basis seeks the views of service users. These are reviewed on an annual basis. The area manager visits 82 Normandy Street Version 1.10 Page 20 the home monthly and makes themselves available to service users wishing to discuss any aspects of their care. SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 have been met and uses the following scale. Where there is no score against a standard it has not been looked at during this inspection. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME CONCERNS AND COMPLAINTS Standard No 1 2 3 4 5 Score x 3 x 3 3 Standard No 22 23 ENVIRONMENT Score 3 3 INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 LIFESTYLES Score 2 3 3 3 x Score Standard No 24 25 26 27 28 29 30 STAFFING Score 3 3 3 3 3 3 3 Standard No Standard No 31 32 Score 3 x Page 21 82 Normandy Street Version 1.10 11 12 13 14 15 16 17 3 3 3 3 3 3 3 33 34 35 36 3 x x 3 CONDUCT AND MANAGEMENT OF THE HOME PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 2 x Standard No 37 38 39 40 41 42 43 Score 3 3 3 x x x x 82 Normandy Street Version 1.10 Page 22 No Are there any outstanding requirements from the last inspection? STATUTORY REQUIREMENTS This section sets out the actions which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. Refer to Standard Good Practice Recommendations 82 Normandy Street Version 1.10 Page 23 Commission for Social Care Inspection 4th Floor Overline House Blechynden Terrace Southampton SO15 1GW National Enquiry Line: 0845 015 0120 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. 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