Inspection on 05/01/07 for Charlton House

This inspection was carried out on 5th January 2007.

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

Charlton House 04/08/09

Charlton House 06/01/09

Charlton House 02/02/06

Charlton House 19/07/05

Charlton House 07/02/05

Charlton House 31/08/04

Charlton House 02/03/04

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

CARE HOMES FOR OLDER PEOPLE Charlton House 55 Mannamead Road Mannamead Plymouth Devon PL3 4SR Lead Inspector Jane Gurnell Unannounced Inspection 5th January 2007 10:00 X10015.doc Version 1.40 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 Charlton House DS0000003473.V320433.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 Older People. 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. Charlton House DS0000003473.V320433.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Charlton House Address 55 Mannamead Road Mannamead Plymouth Devon PL3 4SR 01752 661405 01752 661405 info@charltonhouse.eclipse.co.uk 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) Mrs Gill Boyes Tonya Gerry Tonya Gerry Care Home 43 Category(ies) of Dementia - over 65 years of age (5), Old age, registration, with number not falling within any other category (43) of places Charlton House DS0000003473.V320433.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. 3. A maximum of 5 Service Users over the age of 65 may be admitted within the category DE(E) within the overall maximum of 43 Service Users A maximum of 43 Service Users over the age of 65 and within the category of OP may be cared for at any one time To accommodate one named service user under the age of 65 years Date of last inspection 01/02/06 Brief Description of the Service: Charlton House is a large Victorian property, which is owned by Mrs Gill Boyes and her daughter, Mrs Tonya Gerry who is also the registered manager. Charlton House is registered as a care home for forty-three older people aged 65 years and over, of both sexes, to include up to 5 people who may have dementia. The home is a large and spacious with 5 lounge rooms which gives the feeling of living in a much smaller home. Thirty rooms have en suite facilities. A limited amount of respite or short stay care is available when vacancies permit. A ramp at the main entrance, stair lifts and a passenger lift facilitates easier access for people with restricted mobility. The home is well situated in a residential area of Plymouth with local amenities and shops nearby. Information regarding the services provided at Charlton House can be obtained directly from the home. The currently weekly fees range from “279 to £375. Charlton House DS0000003473.V320433.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The inspection was unannounced and took place 5th January 2007. Mrs Gerry, one of the owners and the Registered Manager of Charlton House was present during the inspection and she and her staff team assisted the inspector throughout the inspection. The focus of the inspection was to consult with the residents and review the care planning processes. Prior to the inspection the Commission had sent surveys to the residents’ relatives and the staff team to allow them to comment anonymously and directly to the Commission regarding their experiences and their judgement of the quality of the services provided at Charlton House. Twenty-four were returned from relatives, all of who said the quality of care provided was good. Fourteen surveys were returned by staff and each said that they felt well supported in their role. On the day of the inspection, the inspector spoke to 11 service users as well as the staff on duty, toured the building and examined in detail the care records of 4 residents and three staff personnel files. What the service does well: What has improved since the last inspection? The owners continue to invest in the home to provide a pleasant environment for the residents; a further 4 bedrooms have been fitted with en suite facilities, a shower room and the toilets have been upgraded, 6 bedrooms have been refurbished and new carpets have been laid in many areas throughout the home. Several staff have enrolled to undertake a National Vocational Qualification to develop their skills in care principles and the care of older people. Charlton House DS0000003473.V320433.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. The summary of this inspection report can be made available in other formats on request. Charlton House DS0000003473.V320433.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Charlton House DS0000003473.V320433.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 3 and 5. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Thorough pre-admission assessment processes ensure that prospective residents can be confident that care staff are aware of their care needs and are able to meet those needs. EVIDENCE: Residents said they had been able to visit the home before their admission to aid them in making a decision to move in. They said that they had been made very welcome by the staff and particularly Mrs Gerry. Pre-admission assessments had been undertaken for these residents to ensure that Charlton House was a suitable home where each resident’s needs could be met. Upon admission residents are given a questionnaire to comment upon their first impressions of the home and to ensure their questions were answered, as well as a “lifestyle, choices and preferences” questionnaire which along with the pre-admission assessment highlights any specific wishes relating preferred routines, personal development and religious and cultural beliefs. Charlton House DS0000003473.V320433.R01.S.doc Version 5.2 Page 9 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9,10, 11. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents’ health, personal and social care needs are being met and residents are treated respectfully. The home’s practices relating to medication administration protect the residents from risk. EVIDENCE: Care plans are the documents that detail each resident’s care needs and the action required by staff to meet those needs in a consistent manner. Following a recent review by the Registered Manager of the care needs of all the residents, these documents have been improved to provide, firstly an assessment, and secondly a detailed description of their care and support needs. Residents are involved in the review of their care plan each month and at that time they are asked to complete a satisfaction questionnaire to ensure they remain happy with the care they are receiving and allowing them to comment upon the quality of the service. Those residents spoken to said that they were very satisfied at Charlton House, they said the home was “excellent” and that “they could not find fault”. One resident described the excellent care and support she received when she had been unwell prior to Christmas: this resident’s care plan was examined and it Charlton House DS0000003473.V320433.R01.S.doc Version 5.2 Page 10 provided very detailed instructions to staff as well as the involvement of the district nurse and GP. One relative said “I cannot praise the staff too highly” and that the care of her mother who had been very ill was “superb”, another that her mother’s health and well being had improved significantly since moving to Charlton House. Medication administration records were well maintained and medication was stored safely. Charlton House DS0000003473.V320433.R01.S.doc Version 5.2 Page 11 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14, 15. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Social activities are managed well and provide daily interest for the residents. Meals are nutritious and varied. EVIDENCE: Residents said how much they enjoy the activities organised by the home and look forward to the trips to local places of interest: the owners hire a coach to ensure that all those residents that wish to go on the trip can. On the afternoon of the inspection, many of the residents were going to the Theatre. A list the daily activities facilitated by staff as well as the planned external entertainers is on the notice board. Residents described how they are supported to continue with their hobbies and interests and have the freedom to come and go from the home as they wish. Relatives said that they were made very welcome, one commented, “a warm welcome awaits you at any time”. The Residents said that the meals were excellent and that there was always an alternative to the main menu. Many of the residents said that they enjoy breakfast in bed each morning. Charlton House DS0000003473.V320433.R01.S.doc Version 5.2 Page 12 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16, 18. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Complaints and suggestions from residents, relatives or other visitors to the home, are treated seriously. Residents are listened to and issues resolved promptly. EVIDENCE: Residents said that the owners and staff were very approachable and they were confident that any issues of concern would be listened to and dealt with. One resident said that “you only have to mention something and it is done for you”. The owners have recently been working closely with the Commission to ensure issues relating to the welfare of residents are dealt with effectively and promptly and this had demonstrated their commitment to providing high quality services. A copy of the complaints procedure is available to all residents and visitors in the main entrance hall and a comments and suggestion box allows residents and their visitors to comment anonymously about the services provided. Staff have received training in issues relating to abuse and the protection of vulnerable adults ensuring they are aware of their responsibilities should they suspect a resident is at risk of abuse. Charlton House DS0000003473.V320433.R01.S.doc Version 5.2 Page 13 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19, 20, 21, 24, 25, 26. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents live in a very pleasant, well-maintained home that is comfortable and warm and which provides sufficient facilities to meet their needs. EVIDENCE: All communal rooms and bedrooms were pleasantly decorated and furnished, reflecting the period of the building. Residents said that they found the home warm, spacious and comfortable. There are five lounge rooms and 2 dining rooms that provide ample communal space and the feeling of living in a much smaller home. Residents and visitors said that the home is always very clean. Bathing and shower facilities are suitable for residents with restricted mobility. All radiators are covered and hot water temperatures controlled protecting residents from the risk of burns and scalds. The gardens are attractive and accessible and provide seating areas for residents. Charlton House DS0000003473.V320433.R01.S.doc Version 5.2 Page 14 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29, 30. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents are cared for by well-trained and motivated staff in sufficient numbers to meet the needs of those currently living in the home. Preemployment checks for new staff ensure residents are fully protected. EVIDENCE: Residents described the staff as very kind and caring and confirmed they responded promptly to requests for assistance indicating that there are sufficient care staff to meet the needs of those currently living in the home. At the time of the inspection there were 9 care staff, 4 laundry and domestic staff and a cook on duty. The duty rota was examined and indicated that this was the usual number of staff available. Seven care staff are usually on duty in the afternoons and 6 in the evenings. Two waking night staff and one sleeping in member of staff are available during the night. Mrs Gerry, one of the owners, has the role of Registered Manager and as such works in the home daily and has not been included in the numbers quoted above. A training programme detailed the ongoing training undertaken by staff ensuring that they have the skills to care for older people and for those with confusion caused by aging or dementia. The majority of care staff either have a National Vocational Qualification or are in training for such, demonstrating the owners’ and staff’s commitment to improving their skills and competences. The necessary documentation and Criminal Record Bureau checks are obtained for newly appointed staff, ensuring as far as possible that only suitable staff are employed at Charlton House. Charlton House DS0000003473.V320433.R01.S.doc Version 5.2 Page 15 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. 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 and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 32, 33, 35, 36, 37, 38. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents live in a well managed home. The owners and their staff team strive to provide a stimulating, safe environment that respects and protects residents’ rights. EVIDENCE: Residents said that they feel safe and secure in their home and that the home was well managed. They said that Mrs Gerry is available each day and has an “open door” policy. This was evident at the time of the inspection as the inspector witnessed a number of residents in conversation with Mrs Gerry. Residents confirmed residents meetings are held regularly and residents are encouraged to comment upon the menus, activities and other services provided: the minutes of these were available for inspection. Staff confirmed Charlton House DS0000003473.V320433.R01.S.doc Version 5.2 Page 16 that they meet regularly to ensure that residents’ needs continue to be met and any issues dealt with promptly. Mrs Gerry had recently provided surveys to both residents and their relatives to allow them to comment upon the quality of the services provided: the results of these surveys were available and indicated that the home provides good quality services. Mrs Gerry was advised to summarise the results of these to ease comparison between surveys at different times of the year and to report the results to the Commission. Weekly and monthly testing of the fire alarm system was recorded the fire logbook and fire safety training for staff was documented, indicating that equipment is kept in good working order and that staff are aware of their responsibilities should there be a fire. The kitchen was found to be clean and tidy and records of fridge and freezer temperatures were recorded daily indicating that regular cleaning and monitoring were being undertaken. Care staff have received training in Infection Control ensuring they have the knowledge and skills to maintain good infection control practices in the home. The home provides safekeeping for money for a number of residents and this is well managed with individual records maintained. Charlton House DS0000003473.V320433.R01.S.doc Version 5.2 Page 17 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People 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 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 3 X 3 N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 4 9 3 10 4 11 3 DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 3 14 3 15 4 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 4 3 3 3 3 3 3 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 4 3 3 3 3 3 3 Charlton House DS0000003473.V320433.R01.S.doc Version 5.2 Page 18 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 Charlton House DS0000003473.V320433.R01.S.doc Version 5.2 Page 19 Commission for Social Care Inspection Ashburton Office Unit D1 Linhay Business Park Ashburton TQ13 7UP National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © 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 Charlton House DS0000003473.V320433.R01.S.doc Version 5.2 Page 20 - 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!