Inspection on 19/07/06 for 82 Normandy Street

This inspection was carried out on 19th July 2006.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Excellent. 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 15/12/05

82 Normandy Street 14/04/05

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 IDH Lead Inspector Craig Willis Unannounced Inspection 19th July 2006 10:00 82 Normandy Street DS0000011566.V299352.R01.S.doc Version 5.2 Page 1 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 82 Normandy Street DS0000011566.V299352.R01.S.doc Version 5.2 Page 2 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 Stationery 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 DS0000011566.V299352.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service 82 Normandy Street Address Alton Hampshire GU34 IDH Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) 01420 549002 www.together-uk.org Together Working for Wellbeing Elveta MacCready Care Home 6 Category(ies) of Mental disorder, excluding learning disability or registration, with number dementia (6) of places 82 Normandy Street DS0000011566.V299352.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 15th December 2005 Brief Description of the Service: 82 Normandy Street is a three storey semi-detached building in a residential area of Alton. The town centre 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. The manager reported on 24th May 2006 that the weekly fees for the home range from £672 to £750. 82 Normandy Street DS0000011566.V299352.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The evidence used to write this report was gained from a review of the information the provider sent to the Commission for Social Care Inspection (CSCI) and a site visit to the home on 19th July 2006. During the site visit the inspector spoke with three of the service users, staff on duty and the manager. A tour of the communal areas of the building was made and the inspector observed the way staff were supporting service users. Documents relating to the running of the home were inspected during the visit. What the service does well: What has improved since the last inspection? One bedroom has been redecorated and had new carpet fitted. 82 Normandy Street DS0000011566.V299352.R01.S.doc Version 5.2 Page 6 What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. 82 Normandy Street DS0000011566.V299352.R01.S.doc Version 5.2 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 Outcomes Statutory Requirements Identified During the Inspection 82 Normandy Street DS0000011566.V299352.R01.S.doc Version 5.2 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 the following standard(s): 2 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. There are good systems to assess the needs of service users before they move into the home. EVIDENCE: One service user has moved into the home since the last inspection. A needs assessment had been completed for this service user before they moved into the home. This assessment included details of the support that they need when they are mentally unwell, the spiritual and cultural needs of the service user and the support that is needed for them to develop their independence. A copy of the care plan agreed through the Care Programme Approach is available for the service user. 82 Normandy Street DS0000011566.V299352.R01.S.doc Version 5.2 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 the following standard(s): 6, 7 and 9 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The individual needs and choices of service users are well met through the home’s care planning and risk assessment systems. EVIDENCE: The files of three service users were inspected during the visit. Each service user had a set of care plans that had been developed from their needs assessment. These plans set out how the needs of service users should be met and had been reviewed monthly. Where the needs of service users have changed, amendments have been made to the plans. Service users have signed the plans. Service users spoken with said they were aware of the contents of their plans and felt they gave accurate information. The organisation is in the process of changing over to the “recovery” model of support and recovery plans have been developed with four of the service users. This model gives service users the opportunity to say what support they need and how they would like staff to provide it. One service user spoken with said they were in the process of moving out of the home into independent accommodation. This service user said they had 82 Normandy Street DS0000011566.V299352.R01.S.doc Version 5.2 Page 10 received excellent support from the staff to get to the point where they could move on. Details of how service users make decisions are included in the support plans. Daily records demonstrate the support staff have provided to help service users make decisions, setting out the various options and consequences. This was confirmed by service users spoken with. Risk assessments have been completed for service users, setting out the identified hazards and the actions that should be taken to minimise the risk of harm. These assessments are reviewed regularly and have been amended as a result of incidents to service users or changes in their support needs. 82 Normandy Street DS0000011566.V299352.R01.S.doc Version 5.2 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 the following standard(s): 12, 13, 15, 16 and 17 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home provides good support to meet the lifestyle needs of service users, including suitable activities, appropriate relationships and good meals that offer variety and choice. The rights and responsibilities of service users are recognised. EVIDENCE: Service users are encouraged to take part in activities within their local community and details of events are displayed on the notice board in the hallway. Service users spoken with said they liked to go out to local shops and pubs. One service user had been supported to find paid employment in a local shop and one was supported to do a voluntary job. Support is provided for service users to maintain contact with family and friends through letter, e-mail and personal visits. Service users spoken with said they were able to see who they liked and are able to see visitors in private. Service users have a key to the front door and their bedroom and have unrestricted access to the communal areas of the home. Staff were observed 82 Normandy Street DS0000011566.V299352.R01.S.doc Version 5.2 Page 12 interacting with service users in a friendly and respectful manner during the visit. Details of the support service users need to take part in household jobs such as cleaning and cooking are set out in their support plans. The home has a planned menu, which provides a varied and balanced diet. There is a choice of two meals and service users spoken with said the food was good. Some service users are supported to do their own shopping for breakfast and snacks, to develop their independent living skills. Details of the support they require to do this are included in their support plans. 82 Normandy Street DS0000011566.V299352.R01.S.doc Version 5.2 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 the following standard(s): 18, 19 and 20 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The personal and healthcare needs of service users are well met by the way staff provide support and access to health services and there are good systems for administering medication, which protect service users. EVIDENCE: Service users spoken with said that staff treat them well and provide support in the way that they want it. Details of the personal care support that is needed are set out in service users’ care plans. Service users are supported to access a wide range of health services, including GP, community psychiatric nurse, psychiatrist, continence nurse, dentist and optician. Service users spoken with said they were able to see their doctor when they needed to. Records are kept of appointments, including any advice that is given by the practitioner. Medication is stored in a locked cabinet in the staff sleep-in room and medication administration records are fully completed. Staff administering medication have received training. 82 Normandy Street DS0000011566.V299352.R01.S.doc Version 5.2 Page 14 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 the following standard(s): 22 and 23 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. There are good systems to deal with concerns and complaints and to protect service users from abuse. EVIDENCE: The home has a complaints procedure, which has been supplied to all service users. The procedure includes details of who would investigate a complaint and the time within which a complainant would receive a response. Service users spoken with said that they were confident that any complaint they made would be taken seriously by staff and action taken to resolve the problem. The complaints record was inspected and no complaints have been received since the last inspection. All staff have completed adult protection training and staff spoken with demonstrated a good understanding of abuse and action they should take if abuse is reported or suspected. The home has an adult protection policy and a copy of the local authority adult protection procedure. 82 Normandy Street DS0000011566.V299352.R01.S.doc Version 5.2 Page 15 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 the following standard(s): 24 and 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home is well maintained and provides a safe, homely environment for service users. EVIDENCE: The home is well maintained and was clean on the day of the visit. Service users spoken with said that they had all that they needed in their bedrooms and the communal space and that the home was kept clean and well maintained at all times. The home had good quality, domestic furniture and the premises are in keeping with the local community. The home is situated within a quarter of a mile of Alton town centre. The manager reported that there was a maintenance agreement with the housing association that owns the building and they were waiting for work to be completed in the laundry room to repair the floor after a recent leak. Since the last inspection one of the bedrooms has been redecorated and fitted with new carpet. There is a separate laundry room, which does not require laundry to be taken through food preparation or storage areas. Hand washing facilities are provided throughout the home, including in the laundry room, toilets and kitchen. The Hampshire Fire and Rescue Service inspected the home on 19th April 2006 and found that the fire door to the lounge did not close properly. 82 Normandy Street DS0000011566.V299352.R01.S.doc Version 5.2 Page 16 The manager reported that repairs had been made to the door on 24th May 2006. This door was checked during the visit and found to close properly. 82 Normandy Street DS0000011566.V299352.R01.S.doc Version 5.2 Page 17 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 32, 34 and 35 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 32, 34 and 35 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Staff are provided with a comprehensive training programme and service users are confident staff have the skills to meet their needs. The home operates robust recruitment procedures, which help to protect service users. EVIDENCE: The manager reported that of the five staff, three have achieved the National Vocational Qualification (NVQ) level two or above and one is working towards the qualification. The manager reported that no staff had been recruited since the last inspection in November 2005 and therefore no staff records were checked as they were found to be in order at the last inspection. The manager reported that service users have been involved in the recruitment process in the past and it was planned that one service user will be on the interview panel when the home next recruits staff. Staff complete the Skills for Care Induction and Foundation programmes and have completed additional training in first aid, medication, mental health legislation, the recovery model of mental health, personality disorders, hearing voices, violence and aggression, adult protection, risk assessment, lone working and personal safety, fire safety, moving and handling and food hygiene. Service users spoken with said that they thought staff had the right skills to meet their needs. Staff spoken with said they thought the 82 Normandy Street DS0000011566.V299352.R01.S.doc Version 5.2 Page 18 organisation provided excellent training, although a member of relief staff reported that they had difficulty attending some training due to commitments during school term time. This member of staff said they did receive in-house information from the manager and agreed to discuss the training programme with the organisation’s training manager. 82 Normandy Street DS0000011566.V299352.R01.S.doc Version 5.2 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 37, 39, and 42 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 37, 39 and 42 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. The home is run by a competent manager who takes action to promote the health, safety and welfare of service users and staff. EVIDENCE: The manager said she has completed the NVQ level four in care and the Registered Manager’s Award. The manager has been in post for four and a half years and said she receives good support from the senior managers of the organisation. The organisation sends questionnaires to service users and their family, GPs, community psychiatric nurses and other members of the health team involved in the service as part of an annual review of the quality of the service provided. The information gathered is collated and used to develop a plan to further improve the service provided. The information is presented to service users and other stakeholders at an event outside the home where there is the opportunity to put questions to the manager and area manager. 82 Normandy Street DS0000011566.V299352.R01.S.doc Version 5.2 Page 20 The area manager visits the home every month to complete a ‘service monitoring report’, which involves checking the performance of the service. These reports have actions on them where the area manager feels improvement is required and the actions are checked at the following visit. Service users spoken with said they were able to discuss issues and concerns with the area manager during these visits. Monthly meeting are held for service users, enabling them to ask questions and have a say in the way the home is run. Regular tests are made of the fire alarm system and equipment and the system and extinguishers were serviced in July 2005. Staff have received fire safety training. The electrical wiring was checked in 2003 and portable electrical appliances are tested annually. The gas boiler was serviced in October 2005. Assessments are completed of chemicals used in the home and they are stored in locked cupboards. 82 Normandy Street DS0000011566.V299352.R01.S.doc Version 5.2 Page 21 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. 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 Standard No Score 1 X 2 3 3 X 4 X 5 X INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 3 ENVIRONMENT Standard No Score 24 3 25 X 26 X 27 X 28 X 29 X 30 3 STAFFING Standard No Score 31 X 32 3 33 X 34 4 35 4 36 X CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 3 X 3 X LIFESTYLES Standard No Score 11 X 12 3 13 3 14 X 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 X 4 X 4 X X 3 X 82 Normandy Street DS0000011566.V299352.R01.S.doc Version 5.2 Page 22 Are there any outstanding requirements from the last inspection? No 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. 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. Refer to Standard Good Practice Recommendations 82 Normandy Street DS0000011566.V299352.R01.S.doc Version 5.2 Page 23 Commission for Social Care Inspection Hampshire Office 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. Extracts may not be used or reproduced without the express permission of CSCI 82 Normandy Street DS0000011566.V299352.R01.S.doc Version 5.2 Page 24 - 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!