Inspection on 06/01/09 for Crantock Lodge

This inspection was carried out on 6th January 2009.

CSCI found this care home to be providing an Good service.

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

Other inspections for this house

Crantock Lodge 06/03/07

Crantock Lodge 09/02/06

Crantock Lodge 20/07/05

Crantock Lodge 11/01/05

Crantock Lodge 08/06/04

Similar services:

Fairfields Country Rest Home

Poldhu

Queensmount

Trevaylor Manor

Didsbury Court Rest Home

Belma

Hunters Care Centre

Manor Lodge

Extracts from inspection reports are licensed from CQC, this page was updated on 27/02/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Crantock Lodge 34 Bonython Road Newquay Cornwall TR7 3AN     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Alan Pitts     Date: 0 6 0 1 2 0 0 9 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. the things that people have said are important to them: They reflect This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The 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 Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 23 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.csci.org.uk Internet address Care Homes for Older People Page 3 of 23 Information about the care home Name of care home: Address: Crantock Lodge 34 Bonython Road Newquay Cornwall TR7 3AN 01637872112 Telephone number: Fax number: Email address: Provider web address: carolendave@crantocklodge.wanadoo.co.uk Name of registered provider(s): Name of registered manager (if applicable) Mrs Carole Linda Taylor Type of registration: Number of places registered: care home 10 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: To admit one named service user in the category DE(E) MD(E) Total number of service users not to exceed a miximum of 10 Date of last inspection Brief description of the care home Crantock Lodge is registered for ten service users within the category of old age. Service users are admitted on the basis that they are of low dependency need. The home provides accommodation on two floors in a dormer bungalow style: the first floor is accessed by a stair lift. The home is situated on level ground within a few hundred yards of local amenities. There is good communal space in the home to include a dining room, lounge, library, and garden room. Nine single bedrooms in the home have en-suite facilities and sea views. There is one shared room. Parking is available in the drive at the home. Fees range from 375-425 pounds per week. 0 Over 65 10 Care Homes for Older People Page 4 of 23 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: The unannounced inspection took place over approximately 4.5 hours on 6th January 2009. The inspector spoke with the registered provider and her husband, residents, staff, and visiting relatives, toured the premises, and inspected documentation. Crantock Lodge is an established small home with an established staff team, and the benefits to the residents are evident in the individual attention provided. Care Homes for Older People Page 5 of 23 What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.csci.org.uk. You can get printed copies from enquiries@csci.gsi.gov.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 6 of 23 Details of our 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) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 7 of 23 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The registered provider is proactive in ensuring the residents are well informed. Prospective residents may visit the home prior to making a decision about admission. The home does not offer intermediate care. Evidence: The inspector examined care documentation and spoke with the registered provider and two visiting relatives. Most of the residents at Crantock Lodge have lived there for some years now. Both relatives confirmed that Crantock Lodge had provided the information they needed. The home has a Statement of Purpose and Service User Guide, which are provided to all the residents. The residents confirmed that there are frequent informal meetings when the registered provider informs them of any likely changes or events that may affect their lives at the home. The visiting relatives confirmed that they were also aware of meetings intended to involve the people that live there in the running of the home. Care Homes for Older People Page 8 of 23 Evidence: The registered provider takes an active role in ensuring that prospective residents have an opportunity to visit the home, and works closely with families and other agencies to ensure that all parties are happy with the placement. Admissions to the home only take place if the registered provider is confident staff have the skills, ability and qualifications to meet the assessed needs of the prospective resident. The registered provider considers the application together with the resident and/or their representative, and other relevant agencies. Inspection of care records confirmed that the home always assesses the care needs of propective residents prior to admission. The home offers a day care service to potential residents, which offers a more satisfying transition period from their own home to Crantock Lodge. One visitor was very pleased with the efforts made by the registered provider and staff to ensure their relative settled in to life at the home. The home does not offer intermediate care. Care Homes for Older People Page 9 of 23 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The care plans are informative and comprehensive. Medicines are handled and administered safely. The registered provider maintains a close relationship with the residents to ensure that their care needs are met, and their wishes known. Evidence: The inspector spoke with the registered provider, residents, and visiting relatives, and inspected the care documentation. Each resident has in place a detailed care plan, which identifies care needs and how these are being met. The care plan identifies all religious, cultural and social needs with information included on dietary needs and requirements. Mental health assessments are in place and a general risk assessment is also in place. Evidence is in place of monthly reviews taking place, and, where possible, resident involvement in this process is clearly recorded. Feedback and involvement is a continuous ongoing process, staff spend time with individual residents to ensure they understand decisions and actions. The care plans identify the health care needs of the residents with evidence of health Care Homes for Older People Page 10 of 23 Evidence: care professional involvement for example chiropody and optician visits. The residents are regularly weighed. Care documentation is written in clear language and can be used in an emergency by people who are not familiar with its content. Each care plan includes a comprehensive risk assessment. Management of risk takes into account the needs of residents balanced with their aspirations for independence and choice. Comments received from the people that live there, and visiting relatives, on the standard of care delivery at the home were very positive. All said that the registered provider and staff could do no more. There were no concerns expressed. Staff actively promote the residents right of access to the health and remedial services that they need, both within the home and in the community. Regular appointments are seen as important and there are systems in place to make sure residents are reminded and appointments are not missed. Records show that the home arranges for health professionals to visit frail residents in the home and provides facilities to carry out treatment. The registered provider maintains good relations with local GP surgeries. The storage of medication is secure. The home uses a monitored dosage system. The Medicine Administration Records were not inspected at this time. A medicine policy is in place. The registered provider, and one other designated member of staff, administers medicines. The registered provider has a hands on approach to care and the residents wishes are clearly recorded in the care documentation. Care Homes for Older People Page 11 of 23 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents confirmed that they are free to receive visitors and often do so, and that they are free to determine their own lifestyle. The residents were complimentary about the quality of the food provided. All were positive in their comments about life at Crantock Lodge. Evidence: Visitors are encouraged into the home and visitors were observed at the home during the course of the inspection. Visitors confirmed that they are free to visit without restriction. Residents said that they are able to keep in contact with family and friends living in the community. Some residents shop for others locally. Facilities are available for visitors to have a drink or a meal with the resident. Residents can choose to entertain visitors in their own rooms or perhaps in the lounge or garden areas. The registered provider has sought the views of residents and considered their varied interests and abilities when planning the routines of daily living and arranging activities. Routines are very flexible and residents can make choices in major areas of their life. The registered provider holds regular meetings to ascertain the views of the people that live there (e.g. what they would like to see on the menu). Residents have Care Homes for Older People Page 12 of 23 Evidence: a lot of personal input, on a daily basis as well as through quality questionnaires and residents meetings, which can be informal or formal. Everyone has an equal opportunity to air their personal views. The meetings keep residents up to date with internal communications. Comments from residents and visitors support the assertion that they feel free to report any concerns, and are free to express their rights and wishes. The residents are confident that the registered provider would listen and would act upon any issues that may arise. Residents are encouraged to be responsible for their own money for as long as they wish, and are able to maintain their independence, for example, collecting their own pension, paying for shopping and managing their own bank accounts. Residents will often do some shopping for each other. Staff give help when it is needed. The service is very clear about the rights of residents to be able to read their records and staff may regularly spend time with them making sure that they are fully aware of the information which the home keeps. Observation of the interaction between the residents and the staff (including the registered provider and her husband) was very positive and contributes to the very pleasant environment at the home. Residents and visitors confirmed that the staff and management are approachable and pleasant, and that they would feel able to voice any concerns if they had any. Residents were seen to have personal possessions, and all agreed that they are free to determine their own lifestyle. The lifestyle described by the registered provider, residents, and visitors is not reflected in the daily notes, which tend to focus on the care given rather than also providing a snapshot of the residents day. Dietary needs, and likes and dislikes, are included in the residents care plans. Visitors to the home confirmed that their relatives are consulted as to what they would like to have included on forthcoming weekly menus, and all were complimentary about the standard of cooking at the home. Meals are prepared in a large, modern kitchen. Food is considered to be highly important and meal times considered a social occasion. The cook in the home is qualified and experienced in cooking for older people, is an important member of the care team and is well aware of the recorded dietary and cultural needs of each resident. Mealtimes are relaxed, staff are patient and helpful, and allow residents the time they needed to finish their meal comfortably. The menu is displayed in the dining room and residents are asked every day if they would prefer the alternative meal. There is no record of food provided. Care Homes for Older People Page 13 of 23 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents confirmed that they are treated with respect and that their rights are protected. The registered provider is proactive in ensuring the welfare of the residents. Evidence: Residents and visitors to the home confirmed that the staff and the registered provider are respectful and that their rights are protected. The complaints policy is displayed for all to see, and is included in the homes Service User Guide, which is provided to each resident. Two visitors to the home confirmed that their relatives would feel able to express any concerns. The registered provider and her husband have hands-on contact with the residents every day, and are receptive to any problems that may arise often anticipating issues before they become issues. Neither the home nor the Commission have received any complaints since the last inspection. The home has an abuse policy, a whistle blowing policy, and relevant training is provided. There is a Protection Of Vulnerable Adults procedure, which provides clear practical instruction to staff (and relevant contact information) as to what to do in the event of an allegation of abuse, which references No Secrets. The home adheres to a robust employment procedure. Care Homes for Older People Page 14 of 23 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Crantock Lodge is a very comfortable, very well maintained property providing safe and pleasant accommodation and communal facilities for the residents. Evidence: Crantock Lodge is a very well maintained home externally and internally. Improvements are ongoing, with the registered provider now having completed an extension for their own accommodation, a decking area to the rear and new laundry. A new office will be provided shortly, the existing office is planned to be a hairdressing/chiropody/multi-function room. The en-suites are to be re-tiled, and the registered provider showed a board of tile samples so that residents will be able to choose their colour preferences. On the first floor the building works now require only final touches (e.g. plastering), and once fully completed there is no reason the home cannot achieve an excellent outcome for residents. Residents have taken an interest in the improvements, all of which have been done by the registered providers husband. The home offers all single en-suite rooms, and 1 shared room. There are 4 communal lavatories (2 in bathrooms) available to residents. There are 2 bathrooms offering an assisted bath, and a walk in bath and shower. The communal areas provide a choice of communal space with opportunities for peace and quiet or to meet relatives and friends in privacy or in their own rooms. Communal areas are comfortable, spacious Care Homes for Older People Page 15 of 23 Evidence: and furnished to a high standard. There is a garden laid to lawn at the rear, with disabled access from the front of the building round to either side. The registered provider liaises with other health care agencies to ensure the provision of specialist equipment according to the individual needs of the residents. Residents bedrooms are comfortable, furnished and decorated to a high standard, and are personalised to varying degrees to reflect the individuality of the resident. The laundry provision is domestic in nature and sufficient for the needs of the home. The kitchen is lasrge, modern, and well equipped. The home was seen to be clean, pleasant, and free from undue odours. Care Homes for Older People Page 16 of 23 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Staff training is ongoing to ensure that the staff have the skills to care for the residents. The homes working practices, staff numbers and skill mix protect residents. Evidence: There are seven staff employed, not including the registered provider and her husband. All the care staff have achieved NVQ Level 2 or above. All staff are offered opportunities to undertake training including, for example, 1st Aid and manual handling. All the staff have a Basic Food Hygiene Certificate. Certificates and records of training are kept in staff personnel files. Staffing levels are consistent, and the care documentation and comments from residents and visitors indicate that these are sufficient to meet the needs of the people that live there. Two staff members commented (in a survey sent out prior to the inspection) on staffing levels (day and night), and the registered provider should continue to monitor the care needs of residents. All 5 surveys returned from staff were very positive about the service provided, the registered provider and her husband, and that they enjoyed working at Crantock Lodge. There are regular formal and informal staff meetings where everyone is given a voice. There has been one new member of staff since the last inspection. The personnel file demonstrated compliance with a robust employment procedure, but care should be Care Homes for Older People Page 17 of 23 Evidence: taken to ensure the suitability of references. The residents benefit from a stable and established staff group who know the residents well. The registered provider advised that all the staff have received a General Social Care Council handbook. The home uses a National Training Organisation compliant induction programme for new staff. Care Homes for Older People Page 18 of 23 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Crantock Lodge has an actively involved registered provider who ensures that good standards are maintained by means of working practices and close liaison with the residents. Evidence: The registered provider has completed the registered managers award qualification. The registered provider is actively involved in the delivery of care as well as the administration duties associated with the running of the home. Her husband undertakes maintenance duties at the home. Comments received confirmed that the people that live there are regularly consulted on all aspects of life at the home. We saw that annual quality assurance questionnaires are used, and that this has been expanded to include visitors and health professionals, and the registered provider plans to publish a summary of the feedback (possibly in the homes Service User Guide). Care Homes for Older People Page 19 of 23 Evidence: All the service users take responsibility for their own financial affairs (or their relative/representative). Consequently, the registered provider does not have any financial responsibilities on behalf of residents. A sample of staff supervision records was seen to demonstrate regular and frequent staff supervision taking place, though more could be done to ensure that every incident is recorded. The home has a policies and procedures folder, which is readily available to staff. The registered provider has reviewed and amended these since the last inspection. The registered provider maintains current invoices and records to show ongoing maintenance and safety checks. The insurance cover in place ensures that the home is well able to fully meet any loss or legal liabilities. There is strong evidence that the ethos of the home is open and transparent with the views of both staff and residents listened to, and valued. Without exception, the residents spoken with were highly complimentary about the registered provider and staff. The registered provider maintains good lines of communication with other relevant agencies, including the Commission for Social Care Inspection. Care Homes for Older People Page 20 of 23 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 21 of 23 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations 1 12 The registered provider should do more to ensure the daily records provide a snapshot of the lifestyle of the residents, and more accurately reflect the efforts made in this regard. The registered provider should ensure that there is a record of food provided for each resident. The registered provider should ensure that references are specific to the post applied for, reflect the referees given in the application, and are addressed to the registered provider. 2 3 15 29 Care Homes for Older People Page 22 of 23 Helpline: 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 We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 23 of 23 - 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!