Inspection on 04/02/09 for Delph House

This inspection was carried out on 4th February 2009.

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

The inspector found no outstanding requirements from the previous inspection report, but made 1 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Delph House 13/02/07

Delph House 27/07/06

Delph House 16/11/05

Delph House 28/06/05

Delph House 21/09/04

Delph House 24/05/04

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 19/06/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Delph House 40 Upper Golf Links Road Broadstone Poole Dorset BH18 8BY     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: Amanda Bell     Date: 0 4 0 2 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. that people have said are important to them: They reflect the things 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 26 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.cqc.org.uk Internet address Care Homes for Older People Page 3 of 26 Information about the care home Name of care home: Address: Delph House 40 Upper Golf Links Road Broadstone Poole Dorset BH18 8BY 01202692279 01202658210 jan.haigh@btconnect.com Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : Mrs Jacqueline Lesley Haigh care home 39 Number of places (if applicable): Under 65 Over 65 6 39 dementia old age, not falling within any other category Additional conditions: 0 0 The home may accommodate a maximum of 24 service users who require nursing care. The home may accommodate a maximum of six service users under the category DE(E) at any one time. Date of last inspection Brief description of the care home Delph House is registered with Commission for Social Care Inspection to provide accommodation for a maximum of 39 older people, some with nursing needs and some with a diagnosis of dementia. It is owned by Mrs J L Haigh and managed by Mrs J Jenkins. The home is situated in a pleasant residential area of Broadstone, Poole. Accommodation is on two floors accessed by a lift. Nursing care is provided in the older part of the home and residential care in the newer purpose built unit. Each area has a Care Homes for Older People Page 4 of 26 Brief description of the care home lounge and conservatory. There is a small dining room in the residential unit. Delph House is set in small, well-tended garden that is accessible to service users. Fees range from £450 to £750 per week. Care Homes for Older People Page 5 of 26 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 quality rating for this service is 2 star. This means the people who use this service experience good quality outcomes. This unannounced inspection took place on the 4th February 2009 and took approximately four hours. The purpose of the inspection was to assess all of the key standards and improvements made since the last key inspection in March 2007and a random inspection in June 2008. The inspection was carried out by one inspector however the term we is used throughout the report to reflect the findings of the Commission for Social Inspection, CSCI. The Registered Manager, Mrs Jan Jenkins, was on hand throughout to aid the Care Homes for Older People Page 6 of 26 inspection process. We gathered information in a variety of ways, which included reports made to CSCI by the home; the annual quality assurance assessment (AQAA) completed by the Registered Manager; a random inspection in June 2008; a tour of the premises and discussion with those people living at, visiting and working at the home. We also reviewed a number of care records, recruitment and training records and maintenance documentation. 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. Care Homes for Older People Page 8 of 26 The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 9 of 26 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 10 of 26 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. New residents move into the home having had their needs assessed and been assured that these needs will be met fully. Evidence: We reviewed the care files for three people who had recently come to live at the home. These showed that the home had a good procedure in place. Prior to anyone moving into the home a full assessment of needs was undertaken with the prospective resident. Sufficient information was obtained so that a care plan could be drawn up and made available to staff. Residents spoken with confirmed that the Registered Manager had encouraged them to visit and given them all the information they needed to make an informed decision about admission. Following assessment Mrs Jenkins wrote to confirm that the individuals needs could be met. Care Homes for Older People Page 11 of 26 Care Homes for Older People Page 12 of 26 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Robust systems are in place to provide staff with the information they need to meet the health and personal care needs of residents. The principles of respect, dignity and privacy are put into practice. Evidence: We reviewed the care files for three people living at the home and found they contained the relevant assessments and care plans needed so that staff had the information to be able to give a good standard of care. Care plans were written following consultation with the resident or their representative and were reviewed regularly. Where the need for specialist equipment was identified it was provided. It was clear from discussions with staff and residents that they have access to the health services they need. There was evidence to show that residents get support from Care Homes for Older People Page 13 of 26 Evidence: General Practitioners, district nursing services, dieticians, opticians and chiropodists. The home has a good medicines policy and procedure in place. Examination of records indicated that medicines were properly administered so that residents were assured that they would get the correct medication they needed in accordance with their GPs instructions. We looked at the medication administration records and found that these were being completed correctly with no gaps within the records. People living at and visiting the home told us they were well cared for by professional, competent and caring staff. Care Homes for Older People Page 14 of 26 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use this service are supported to maintain their life skills and are encouraged to make choices as far as possible. Social, spiritual and recreational activities meet the needs of the residents quite well. Evidence: The home continues to provide a range of social, religious and recreational support to people living there. People told us that they were happy with the lifestyle that living at the home afforded them. Some chose to spend time on their own but knew they could join in with any organised activities if they so wished. Activities included gentle exercise classes; musical entertainment; bingo; scrabble and a variety of other games and quizes. Residents said that they could entertain their visitors in private and that they were always made very welcome. People told us that they were free to choose whether they wanted to handle their own financial affairs. Some preferred to have a family member to act on their behalf. Care Homes for Older People Page 15 of 26 Evidence: All residents spoken with confirmed they enjoyed the food provided. Records showed that residents likes and dislikes with regard to food were known and residents were aware that alternatives to the main menu were always available. Care Homes for Older People Page 16 of 26 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. People who use the service are able to express their concerns, and have access to a robust, effective complaints procedure. Protection from abuse is promoted. Evidence: Residents told us that they knew how to complain and felt confident that if they had concerns or complaints they will be listened to and taken seriously. No complaints had been received by the home in the last year. The home had written policies and procedures for the protection of residents from abuse or neglect and provided all staff with training in the understanding of abuse and their role in protecting residents from abuse in its many forms, including neglect. Care staff told us that they had received such training and demonstrated an understanding of local policies. Care Homes for Older People Page 17 of 26 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 adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The standard of the environment at Delph House is good generally providing residents with an attractive, homely and safe place to live. However there is limited access to bathing facilities and some disruption to the hot water supply which may hinder residents personal comfort. Evidence: We toured the premises and reviewed the maintenance documentation, which showed the home was well maintained inside and out. The AQAA told us that equipment was serviced regularly and we saw that most facilities within the home were in a good state of repair. However, of the three general bathrooms available, we saw that two of them were not easily accessible for residents with poor mobility needs and staff confirmed this to be so. They also told us that there was often no hot water available in some of the rooms. This meant that staff had to take hot water in jugs so that people living in the affected rooms could wash. Residents had easy access to all communal areas inside and out in the garden. Bedrooms were personalised with a variety of mementos, pictures and small items of furniture. All areas of the home seen during the inspection were clean and free from any Care Homes for Older People Page 18 of 26 Evidence: unpleasant odours. The laundry continued to be well managed. Adequate supplies of clean linen were seen to be available. Care Homes for Older People Page 19 of 26 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. Sufficient care staff are employed to meet the needs of residents. Robust recruitment procedures are in place to protect residents from the risk of unsuitable staff working at the home. Staff are given the training and support so that they can give a good standard of care to the people living at Delph House. Evidence: At the time of inspection staff rosters demonstrated that there are sufficient staff on duty at that time. During the inspection staff were available to meet the needs of the residents. People told us that staff were on hand when they needed them and they were not kept waiting. The home had an ongoing training programme, which included NVQ level 2 and 3 in care and approximately 50 of the care staff hold the minimum of a level 2 award in care and more staff were working towards completing this programme. We reviewed the recruitment files for two new members of staff. The files were well ordered and contained all the information required by law. POVA first and enhanced Care Homes for Older People Page 20 of 26 Evidence: Criminal Record Bureau checks had been obtained for all new staff. Training files showed us that staff were receiving induction training. Staff told us that there were good training opportunities and that the Registered Manager encouraged all staff to further their knowledge in all aspects of care. Care Homes for Older People Page 21 of 26 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. The home is well organised and the daily management and running of the home centres around the care of residents. Good management practice, systems in place, and records kept, confirm the health and safety of all in the home. Evidence: Through discussion it was evident that residents, visitors and staff enjoyed the way the home was being run and found the Registered Manager was approachable. Mrs Jenkins demonstrated throughout the inspection that she ran the home well. She followed robust procedures to ensure that he had a well-trained and competent staff to care for those people living at the home. There were quality assurance and quality monitoring systems in place. The home took steps to review its performance regularly and residents views were sought and suggestions put forward were acted upon. Recent feedback from residents and visitors Care Homes for Older People Page 22 of 26 Evidence: to the home was very positive and highlighted the improvements made to the service. The Registered Manager and residents spoken with confirmed that residents either deal with their own finances or have a representative to do so. The home will hold a small amount of money for residents if they so wish. Records showed us that staff had received recent training in fire safety and manual handling updates. Substances hazardous to health were seen to be stored securely. Records showed that equipment had been serviced regularly. Care Homes for Older People Page 23 of 26 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 24 of 26 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 1 21 16 The registered person must ensure that there is an adequate supply of hot water throughout the home and that all bathrooms are accessible and meet the needs of the people living in the home. This will ensure that residents can wash in comfort. 04/05/2009 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 Care Homes for Older People Page 25 of 26 Helpline: Telephone: 03000 616161 or Textphone: or Email: enquiries@cqc.org.uk Web: www.cqc.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 26 of 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. 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