Inspection on 03/05/07 for Craghall Residential Home

This inspection was carried out on 3rd May 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

Craghall Residential Home 17/05/06

Craghall Residential Home 16/01/06

Craghall Residential Home 27/07/05

Craghall Residential Home 06/01/05

Craghall Residential Home 24/06/04

Craghall Residential Home 24/02/04

Similar services:

Turret Villa Retirement Home

Moor House

Mendip House

Beaconsfield Court Care Home

Little Sisters Of The Poor

Manor House

Middleton Hall Ltd

Middlesbrough Intermediate Care Centre

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

CARE HOMES FOR OLDER PEOPLE Craghall Residential Home Matthew Bank Newcastle Upon Tyne Tyne & Wear NE2 3RD Lead Inspector Elaine Malloy Key Unannounced Inspection 09:30 3rd & 4th May 2007 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 Craghall Residential Home DS0000039863.V337014.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. Craghall Residential Home DS0000039863.V337014.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Craghall Residential Home Address Matthew Bank Newcastle Upon Tyne Tyne & Wear NE2 3RD 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) 0191 284 6077 Wellburn Care Homes Limited Mrs Christine Barbrook Care Home 38 Category(ies) of Dementia - over 65 years of age (6), Old age, registration, with number not falling within any other category (32) of places Craghall Residential Home DS0000039863.V337014.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: None Date of last inspection 17th May 2006 Brief Description of the Service: Craghall is a care home that provides personal care to 32 older people and 6 older people with dementia. The home is located in South Gosforth and has extensive well-kept grounds and car parking space. The property was converted to a care home. A major refurbishment and extension was completed in November 2004. This included installation of a passenger lift, stair lift and ramped areas to aid access. There are 34 single and 2 double bedrooms, and the majority have en-suite facilities. Four bathrooms and a shower room are provided. There is access by public transport. Local amenities and shops are available in Gosforth and Jesmond. A guide to the home’s services and inspection reports are readily available at the home. The current weekly fees range from £395 to £440 for residents who are either privately funded or funded by the Local Authority. Craghall Residential Home DS0000039863.V337014.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The inspection was carried out by: • Looking at information received since the last inspection on 17th May 2006. • Using information from a questionnaire that the manager completed about the service. • An inspector visiting the home unannounced on 3rd and 4th May 2007. • Getting the views of people who use the service and their relatives by talking to them and from surveys they completed. • Talking to the manager and other staff about the service. • Looking at records about the people who live at the home and how well their needs are met. • Looking at a range of other records that must be kept. • Checking that staff have the knowledge, skills and training to meet the needs of the people they care for. • Looking around parts of the building to make sure it is clean, safe and comfortable. • Checking what improvements had been made since the last inspection. What the service does well: Potential residents and their family can visit and spend time at the home before deciding whether it is suitable for them. Residents have their needs identified and set out in care plans to show how they are assisted with health, personal and social care. Privacy and dignity is respected and residents feel well cared for. There are suitable arrangements for residents to access services from a range of health care professionals. Trained staff administers medication safely. A very good variety of social activities, outings and entertainment are provided to stimulate residents. Contact with family, friends and the local community is supported. Residents are encouraged to live their preferred lifestyle and make choices and decisions. Residents are offered a good diet with choice of meals and said they enjoy the food. Residents understand the complaints policy and any complaints received are acted upon and promptly investigated. Procedures are in place to prevent abuse and staff receive training on protecting vulnerable people. Residents live in clean and comfortable accommodation that is kept to high standard. There are attractive gardens that are very well maintained. Craghall Residential Home DS0000039863.V337014.R01.S.doc Version 5.2 Page 6 Good staffing levels are provided to meet the needs of residents. There is a thorough recruitment process for new staff to make sure unsuitable people are not employed. Staff are provided with a wide range of training relevant to the needs of the people they care for, including courses that lead to care qualifications. The manager is experienced and is working towards a management qualification. Residents are consulted about the quality of the service and how this could be improved further. Residents and relatives spoke positively about the standard of care that the home provides. Their comments included, “Really happy with everything here”, “I couldn’t be anywhere better”, “We feel our mother is very well cared for in a lovely environment. The staff are very approachable and do their best to run a happy home” and “Very friendly and attentive staff”. Residents have their personal finances safeguarded. There are safe working practices to promote residents’ health, safety and welfare. What has improved since the last inspection? 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. Craghall Residential Home DS0000039863.V337014.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 Craghall Residential Home DS0000039863.V337014.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. Standard 6 is not applicable, as the home does not provide intermediate care. Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. New residents care needs are not adequately assessed before admission is agreed. This means that people cannot be assured the home will be able to meet their needs. Prospective residents are actively encouraged to spend time at the home before deciding if it is the right place for them. Craghall Residential Home DS0000039863.V337014.R01.S.doc Version 5.2 Page 9 EVIDENCE: Potential residents are invited to visit the home. They can also choose to spend the day or have a trial stay if there is a vacant room available. Care records verified that people had come for day visits before moving in and one lady’s records stated her family had visited the home several times. A resident who completed a survey also confirmed that she and all her family had visited the home. The care records of the last two people admitted were examined. A Local Authority was funding one lady’s care and the Social Worker had provided an assessment of her needs to the home three weeks before her admission. In both instances the homes own assessment of the person’s care needs was dated as being carried out on the same day as admission. This was discussed with the manager who is to make sure assessment takes place before admission is agreed. All residents who completed surveys said they received enough information before moving in so they could decide if it was the right place for them. A new resident told the inspector that her family had helped her to choose the home. She said she has settled well and likes living here. A checklist form is completed that shows how new residents are introduced to different aspects of the home. This is good practice. It includes a welcome pack of information being provided; introduction to other residents and staff; keys to bedroom and locked drawer in room offered; demonstration of the call system; orientation to the home; and awareness of the fire alarm system. Craghall Residential Home DS0000039863.V337014.R01.S.doc Version 5.2 Page 10 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 and 10. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents now have detailed plans that show how their individual health, personal and social care needs will be met. Residents access a full range of medical services and are well supported to meet their health care needs. Medication practices and records have improved to make sure residents are properly protected. Staff uphold resident rights to privacy and dignity and treat them respectfully. Craghall Residential Home DS0000039863.V337014.R01.S.doc Version 5.2 Page 11 EVIDENCE: Each resident has a range of assessments completed to identify their health, personal and social care needs. This information is used to draw up individual care plans. The standard of care plan and daily report recording has improved since the last inspection and the previous requirement has been met. The sample of care plans examined matched with the person’s assessed needs. They demonstrated how staff will provide support and what the person can do independently. Care plans were in place relating to help with bathing, washing and dressing, going to the toilet, mobility, diet, sensory impairment, and social and spiritual needs. Evaluations were recorded at least monthly to show how the plan is working. Daily reports are now recorded in greater detail and are linked to care plans. Residents use seven local GP practices. The District Nursing Service was currently visiting twice weekly and staff follow treatment plans that nurses have advised. There are arrangements for an optician, dentist and podiatrist to visit residents at the home. The home has links with psychiatric services for residents with mental health frailty. All contact with health care professionals including hospital appointments is recorded. The majority of residents said they always receive the medical support they need. Information about medical history and health conditions is recorded. Appropriate aids and equipment are used to help residents retain independence and as preventative measures, for example pressure-relieving aids. Residents have their moving and handling, risk of falls, nutrition, and continence needs assessed. Examples were seen of care plans addressing these needs and other specific medical conditions. An ‘acute’ care plan was recently devised to make sure that a lady recovering from illness receives additional help from staff. Action had been taken to meet the previous requirement to improve practice and records for residents with continence needs. The District Nurse is informed about and assesses residents continence needs, and arranges for aids provision. Care plans to promote continence were personalised and sensitively recorded. Regular toileting regimes are in place for two residents. Residents are asked if they want to take responsibility for their prescribed medication. One lady currently self-administers her medication. An assessment of the risks was carried out and a care plan put in place. Senior staff only administer medication. They have completed ‘safe handling of medicines’ training and had assessments of their competency. Craghall Residential Home DS0000039863.V337014.R01.S.doc Version 5.2 Page 12 There is a photograph of each resident at the front of their medication charts for identification purposes. The standard of medication recording had improved significantly and the requirement from the last inspection was now met. Controlled drugs were appropriately recorded in a separate register. Residents told the inspector that staff are respectful and treat them as individuals. Each person is asked the name he/she wishes to be addressed by and this is recorded. The home does not currently have any male care staff. Residents are informed of this to make sure they know that an all female staff team provides the care. Personal care and any medical examination or treatment is carried out in the privacy of the resident’s bedroom. No bedrooms are currently shared. Residents are offered keys to lock their bedroom doors. Telephones can be installed in bedrooms on request and some residents have chosen to have their own direct line. A pay telephone is available in a small lounge area or residents can use the office telephone. Mail is given unopened to residents, and staff will support to read or deal with correspondence if this is needed. Dedicated laundry staff are employed. Residents have name labels put inside clothing to identify the owner and each person has a named laundry basket. The introduction of inventories of clothing and belongings is being considered, as previously recommended. Craghall Residential Home DS0000039863.V337014.R01.S.doc Version 5.2 Page 13 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 and 15. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents are offered a very good variety of activities, outings and entertainment to help them meet their social needs. Residents are well supported to maintain contact with relatives and friends and make good use of the local community. Residents are actively encouraged to keep control over their lives and make choices and decisions affecting their everyday lives. Residents are offered a balanced diet with plenty of choice of meals and food they enjoy, which considers lifestyle choices of the individual. EVIDENCE: Residents told the inspector that there are flexible routines and they are offered plenty of choice. They gave examples of getting up and going to bed when they want, when and where to eat, and choice of where and how to spend their day. One lady said, “I do what I want, when I want”. Craghall Residential Home DS0000039863.V337014.R01.S.doc Version 5.2 Page 14 Each person has a social assessment and activities questionnaire completed. These provide details of background, lifestyle, routines and interests and are used to draw up individual social care plans. Residents are consulted about social activities at Resident Meetings. A monthly activities programme is produced. A copy is put in each resident’s bedroom and displayed on a notice board. The current programme demonstrated a wide range of activities including aromatherapy, manicures and hand massage, quiz, exercise classes, flower arranging, discussion groups, film afternoons, audio and visual show, arts and crafts, reminiscence, and a variety of games. Paid external activity visitors provide some of the activities. Visiting entertainers are organised on a regular basis. Outings take place at least monthly and this month trips to Whitley Bay, Pets Corner, Whitehouse Farm and Harry Ramsdens are arranged. A social diary is well recorded each day to show activities that have taken place and those residents who have participated. A file is also kept of activities programmes, information on amenities, and photographs of activities, events and outings. The photographs are put on a board in reception and are filed as others of more recent events replace them. The manager said she has accommodated some residents’ needs or requests to have more one-to-one time with care staff and smaller group outings. She has also actively encouraged staff to spend time with residents to change their perception of being expected to always be busy with tasks. The majority of residents who completed surveys said there are usually activities arranged by the home that they could take part in. One person indicated they prefer not to join in, and another said she prefers to sit and watch though does enjoy sing-a-longs. Residents told the inspector they know what activities are provided and commented positively, in particular about the exercise class and the hairdressing service. Residents make use of local and wider community facilities such as shops, cafes/restaurants, pubs, theatre, and garden centres through group or individual outings. One lady goes out to church and local clergy visit individuals or small groups of residents of different religious faiths. The home operates an open visiting policy. Visitors are welcomed, offered refreshments and can stay for meals. Residents choose whom they wish to see and to receive visitors in their bedroom or communal areas. Relatives are invited to attend individual’s care reviews and advocate on the resident’s behalf if necessary. Craghall Residential Home DS0000039863.V337014.R01.S.doc Version 5.2 Page 15 The manager said that relatives and friends provide good support to individuals and to the home. The majority of visitors said the home helps their relative/friend to keep in touch with them. Some commented that their relative has his/her own telephone. One person said the home has arranged for relatives who live in other parts of the country to keep in touch by telephone. Visitors also said they are kept up to date with important issues affecting their relative/friend. Residents choose how they will personalise their room and agree the extent of possessions to bring into the home before they are admitted. Staff attempt to involve residents and relatives throughout the assessment, care planning and review process. This includes informing them about access to personal care records. A form is used to verify when a resident or their relative has read the records. 12 residents continue to take responsibility for managing their own finances. Individual preferences are established wherever possible to enable personalised support to be provided. The manager gave the example of respecting that some residents prefer to be private and spend most of their time in their bedrooms. Relatives said the service supports people to live the life they choose and meets the different needs of people. The home has a 3-week cycle of menus that has good variety of meals and includes plenty of vegetables and fruit. Cooked breakfast is available daily. The main meal is at lunchtime and consists of a starter of fruit juice, a choice of main course, and is followed by dessert. There is a lighter meal for tea with dessert. Residents can have an alternative of soup and selection of sandwiches, served with choice of French fries, side salad or crisps. Snack suppers have been included on menus, and meal observations from the last inspection were followed up, as previously recommended. The manager said she has dined with residents to experience mealtimes and observe how food is served. Residents have their nutritional needs assessed and weights are monitored. Independent eating is encouraged with aids such as plate-guards if required, and staff prompt and cut up food discreetly. Some residents have chosen to use disposable aprons at meals to prevent food stains on clothing. Gluten-free and diabetic diets are provided. Seasonal events and special occasions are catered for. Residents are asked how they wish to celebrate their birthday and are offered cake, party etc. Meal times are flexible and residents can choose when and where to eat. Some residents prefer to take meals on trays in their bedroom. Residents are asked their preference for meals and can request alternatives. The majority of residents who completed surveys said they “always” or “usually” like the meals. One resident said if she does not like the meal she is given an option and something suitable she will enjoy. Craghall Residential Home DS0000039863.V337014.R01.S.doc Version 5.2 Page 16 The inspector dined with residents at lunch. The tables were nicely set and condiments were available. A choice of hot and cold drinks was provided. Staff served the meal efficiently and asked each resident about choice of food and preferred portion size. Residents told the inspector that the food is very good and one lady commented that it has improved in recent months. They confirmed choice of meals is offered and said they have meetings with the cooks. Craghall Residential Home DS0000039863.V337014.R01.S.doc Version 5.2 Page 17 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 and 18. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. A well structured complaints procedure is in place and clearly displayed to ensure that residents understand the process. Complaints are effectively handled to the satisfaction of the complainant. Clear procedures are in place to protect residents from harm and staff are trained to recognise and prevent abuse. EVIDENCE: The complaints procedure is provided in each resident’s bedroom and a copy is given to relatives. The Commission has not received any concerns or complaints about the home since the last inspection. Three complaints were made directly to the home in this period. Complaints records showed the nature of complaint and appropriate investigation/action taken. Each complaint was dealt with promptly. Residents who spoke to the inspector and completed surveys said they know how to make a complaint. All but one relative who completed a survey indicated they know how to complain. A number commented that they have not had cause to raise any concerns. One relative said she would speak up if there were something concerning her. Craghall Residential Home DS0000039863.V337014.R01.S.doc Version 5.2 Page 18 The home has a range of policies and procedures on recognising the signs of, and preventing abuse, protecting vulnerable adults (POVA), and ‘whistle blowing’ (informing on bad practice). No allegations of abuse have been made. The previous requirement for staff to be provided with training on abuse and protecting vulnerable adults has been met. The majority of staff have completed this training and the remainder are booked to attend courses. Residents told the inspector that staff are respectful towards them and treat them well. Craghall Residential Home DS0000039863.V337014.R01.S.doc Version 5.2 Page 19 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 and 26. Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Residents live in a clean, safe building that is maintained to a high standard. EVIDENCE: The home was substantially refurbished three years ago. The environment is comfortable, attractively decorated and furnished and properly equipped. Records are kept of all repairs and maintenance. The extensive gardens are well kept and have colourful plants and flowers. Maintenance and gardening staff are employed. Residents told the inspector that they like sitting outside when the weather is fine. Craghall Residential Home DS0000039863.V337014.R01.S.doc Version 5.2 Page 20 All parts of the building seen were clean. Residents who completed surveys said the home is always fresh and clean. They described the home as “spotless”, “ immaculate”, and “ cleaned to a high standard”. The home has policies and procedures relating to hygiene and control of infection, with an emphasis on regular hand washing. Staff receive infection control training. A staff member is being designated as a link person to attends meetings with the local Health Protection Agency. Twenty six of the thirty four single bedrooms, and both double bedrooms have en-suites. Four assisted baths and a shower are provided. There are suitable hand-washing facilities with liquid soap and paper hand towels throughout the building. Disposable gloves and aprons are supplied for staff use. The home has arrangements to dispose of clinical waste. Designated laundry staff are employed. Craghall Residential Home DS0000039863.V337014.R01.S.doc Version 5.2 Page 21 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 and 30. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Good staffing levels are provided to meet the needs of the residents. A good ratio of care staff has gained nationally recognised care qualifications to enable residents to be cared for by skilled workers. The recruitment process is robust and has been improved to make sure residents are protected from unsuitable people being employed. Staff have good opportunities for training that is relevant to meeting the diverse needs of older people. EVIDENCE: All care staff employed at the home are over 18 years of age and staff left in charge are over 21. There are five carers on duty across the waking day and three carers at night. A full-time carer is employed to cover for holidays or sickness. When this worker is not covering absence they are used as an additional carer. A good level of domestic, laundry, catering and dining room assistant staff hours are provided. The manager said the stability of the care and senior staff team has improved in recent months. Craghall Residential Home DS0000039863.V337014.R01.S.doc Version 5.2 Page 22 Residents who completed surveys said they “always” or “usually” receive the care and support they need. They said staff listen and act on what they say and that staff are “always” or “usually” available when they need them. Comments included, “Really happy with everything here”, “Any questions or queries are dealt with sympathetically”, and “Someone is always available to answer questions”. Relatives said the home meets the needs of their relative/friend, gives the support/care they expected and that staff have the right skills and experience. Comments included, “As far as I know they are very caring”, and “Never had a day’s trouble”. 13 of the 22 care and senior staff have achieved National Vocational Qualifications (NVQ) in care at Level 2 or above. Seven staff are currently studying to achieve NVQ or attain a higher level of qualification. A sample of staff recruitment files was examined. The previous requirement for files to include photograph and proof of identification, and references to be sought from suitable sources was met. Application forms are completed and interview assessments are recorded. A declaration that confirms the person is physically and mentally fit to do the work is being developed. All staff are recruited subject to Criminal Records Bureau (CRB) checks being carried out. The outstanding recommendation for the training programme to be brought up to date had been followed up. The home has good links with a training provider. Staff are offered a wide variety of training courses. Certificates and records of training are kept for each staff member. Staff confirmed that they have good training opportunities. In the past year staff have received training in the following areas: induction for new staff, dementia, challenging behaviour, protection of vulnerable adults, supervision/appraisal, communication, death and dying, moving and handling, health and safety, equality and diversity, safe handling of medication. Future training was planned on care plans, pressure care, stress management, and equality and diversity. Staff also receive in-house training linked to the home’s policies and procedures and the changing needs of residents. The training includes practical demonstrations and use of role-play. Craghall Residential Home DS0000039863.V337014.R01.S.doc Version 5.2 Page 23 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, 33, 35 and 38. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. An effective manager runs the home in the best interests of the residents. Residents are properly consulted about their views of the service and methods to monitor the quality of the service have developed. Residents have their personal finances safeguarded. There are good health and safety systems and practices to promote resident welfare. Craghall Residential Home DS0000039863.V337014.R01.S.doc Version 5.2 Page 24 EVIDENCE: Mrs Christine Barbrook is the home’s Registered Manager. She has managed the home for three years and has 16 years of experience in care work. She is currently studying for the Registered Manager Award and expects to complete this training within the next few months. The management team consists of the manager, acting deputy, senior and five team leaders. The home’s area manager visits regularly and provides good support. Some residents commented positively about the manager setting standards, and being approachable and effective. One person said, “She runs a tight ship”. A relative commented, “Craghall is very well run by the manager and her caring staff”. Systems are in place to monitor the quality of the service provided at the home. There are resident meetings that relatives can also attend, and also meetings between residents and catering staff. The meetings were well recorded and the minutes showed action taken as a result of resident views. Surveys are being carried out later this year. Audits are being introduced, as previously recommended. These include checking medication records, resident care records and staff supervisions. Area managers carry out detailed monthly ‘conduct of home’ visits and prepare reports. Residents told the inspector they receive a good level of personal care and support. Some people expressed a degree of pride when talking about living at the home, such as “I’m very lucky to be here”, and “I couldn’t be anywhere better”. One person said they would not stay at the home if they were not happy here. Another resident said they wanted to let everyone know that they are thankful they live here. Relatives who completed surveys were asked what they feel the home does well. They said: “We feel our mother is very well cared for in a lovely environment. The staff are very approachable and do their best to run a happy home”. “Very friendly and attentive staff”. “The care home looks after my mother very well, without their support it would be extremely difficult”. “Treats residents with respect. Arranges an active social life with varied choice of activities to stimulate residents. Arranges events for residents and relatives to come together e.g. summer barbeque, valentines party”. “Provision of meals, friendly atmosphere, visitors made welcome and grounds maintained outstandingly well”. Craghall Residential Home DS0000039863.V337014.R01.S.doc Version 5.2 Page 25 “Keeps all the rooms clean and fresh. Good variation of meals nicely cooked and presented. Friendly atmosphere. Copes well with all residents and their needs”. Relatives were also asked how they think the home can improve. Some commented that they could not think of any suggestions. One relative said that delays in answering the call system could be reduced. The manager said she would monitor this and discuss at the next resident meeting. Residents can hold cash in the home’s safe for personal spending. Personal finances records were examined. A book is maintained with details of resident accounts. Transactions are suitably recorded and two signatures verify each entry. Receipts are obtained for purchases and numbered to correspond to the entry. Checks of balances and cash are carried out. Staff undertake health and safety training and training in safe working practices (fire safety, moving and handling, first aid, food hygiene, and infection control). There is a health and safety policy and a range of associated procedures. Agreements are in place to service and maintain facilities and equipment in the home. Risks assessments are documented for safe working practices and risks in the environment. All fire safety checks, tests and instructions to staff are conducted at the required frequency and recorded. Accident reporting was appropriately recorded. Analysis of accidents is carried out and has lead to further action, for example a resident being referred to a falls prevention clinic. Craghall Residential Home DS0000039863.V337014.R01.S.doc Version 5.2 Page 26 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 2 X 3 N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 4 X X X X X X 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 X 3 X 3 X X 3 Craghall Residential Home DS0000039863.V337014.R01.S.doc Version 5.2 Page 27 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. 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 OP3 Good Practice Recommendations Potential residents should have their care needs fully assessed before admission to the home is agreed. Craghall Residential Home DS0000039863.V337014.R01.S.doc Version 5.2 Page 28 Commission for Social Care Inspection Cramlington Area Office Northumbria House Manor Walks Cramlington Northumberland NE23 6UR 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 Craghall Residential Home DS0000039863.V337014.R01.S.doc Version 5.2 Page 29 - 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!