Inspection on 28/04/08 for Dene Park House

This inspection was carried out on 28th April 2008.

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

Dene Park House 27/01/10

Dene Park House 30/07/09

Dene Park House 02/07/09

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 27/09/2008.

CARE HOMES FOR OLDER PEOPLE Dene Park House Killingworth Road Newcastle Upon Tyne NE3 1SY Lead Inspector Mary Blake Key Unannounced Inspection 28th April 2008 09:30 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 Dene Park House DS0000070985.V362036.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. Dene Park House DS0000070985.V362036.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Dene Park House Address Killingworth Road Newcastle Upon Tyne NE3 1SY 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 213 2722 0191 213 2733 www.southerncrosshealthcare.co.uk Southern Cross BC OpCo Ltd Mrs Donna Marie Greenhalgh Care Home 51 Category(ies) of Old age, not falling within any other category registration, with number (51) of places Dene Park House DS0000070985.V362036.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category of service only: Care Home with Nursing - Code N To service users of the following gender: Either Whose primary care needs on admission to the Home are within the following categories: Old Age, not falling within any other category, Code OP - maximum number of places 51 The maximum number of service users who can be accommodated is: 51 First inspection under new ownership 2. Date of last inspection Brief Description of the Service: Dene Park House is a three storey, purpose built facility situated in South Gosforth a residential area of Newcastle. The home is well served by public transport. The home has a car park to the front from which there is level access to the main entrance. There are grassed sitting areas, which are accessible to, and for the use of, people who use the services and visitors. The home is registered to provide care to 51 persons in the category of old age requiring personal or nursing care. The home charges fees of between £447.50 and £508 per week depending upon the needs and requirements of the individual people who use the services. As the home provides nursing care the free nursing care element of the funding is provided in addition to the costs charged to the people who use the service. The home provides information about the service through the service user guide, which is available through the home. Dene Park House DS0000070985.V362036.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 2 star. This means that the people who use this service experience good quality outcomes. An unannounced visit was made on the 28th April 2008. The Manager was present throughout the inspection. Before the visit: We looked at: • Information we have received since registration in November 2007. • How the service dealt with any complaints and concerns since registration. • Any changes to how the home is run. • The provider’s view of how well they care for people. • The views of people who use the service & their relatives, staff and other professionals, including surveys. • The Annual Quality Assurance Assessment (AQAA), which is a selfassessment document, was sent to the home for their completion, but was not returned to CSCI. During the visit we: • Talked with people who use the service, relatives, staff and the manager. • Looked at information about the people who use the service and how well their needs are met, • Looked at other records which must be kept, • Checked that staff had the knowledge, skills and training to meet the needs of the people they care for, • Looked around the building/parts of the building to make sure it was clean, safe and comfortable. • Checked what improvements had been made since the last visit • Sent “have your say” questionnaires out to people who have used or had interest in the home, eighteen of which were returned to us. We told the manager what we found. Dene Park House DS0000070985.V362036.R01.S.doc Version 5.2 Page 6 What the service does well: What has improved since the last inspection? This is the first inspection under the new ownership of the home and new systems are being introduced in a range of areas. The new care plan format has identified individual personal and health needs clearly enabling staff to more easily follow the plan and meet the needs of people who use the service. The care plan relating to care of skin/pressure area was particularly well detailed and identified clearly what actions staff needed to follow improve the care practices. Dene Park House DS0000070985.V362036.R01.S.doc Version 5.2 Page 7 The introduction of the NUTMEG (which is a nutritional programme designed to support the promotion and delivery of healthy eating) and changes to menus has been widely and positively accepted. People who use the service, relatives and staff were very enthusiastic and positive about the improvements to the quality, nutritional value and choice of food available. 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. Dene Park House DS0000070985.V362036.R01.S.doc Version 5.2 Page 8 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 Dene Park House DS0000070985.V362036.R01.S.doc Version 5.2 Page 9 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): 1, 2, 3 ,4 and 5 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Admissions to the home are appropriately managed and people who use the service know how their needs will be met. EVIDENCE: Dene Park House has a Statement of Purpose and a Service Users’ Guide to provide people who use the service and potential service users with information about the home. All people who use the service are having their contracts reviewed to reflect the new ownership. The care plans all have pre-admission assessments, these had been carried out by either the manager or by a senior member of the staff team. Dene Park House DS0000070985.V362036.R01.S.doc Version 5.2 Page 10 The people who use the service also have a care management assessment, which is provided to the home on admission. An individual care plan is produced from these documents. The home is not registered for, and therefore does not provide, intermediate care. As part of the preadmission process people who use the service had visited the home, including with their relatives if they wished, had meals, stayed overnight and met other people who use the service and the staff. In this way they got to know the home before moving in. People who use the service commented “I had in fact been a regular visitor here some years earlier but came again to see it before I definitely decided and was then shown around and given all the information I needed. I visited several others at the same time but decided this would be the best suitable” Dene Park House DS0000070985.V362036.R01.S.doc Version 5.2 Page 11 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 & 10 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People receive care and support that is well planned and takes into account their diverse needs whilst promoting their privacy and dignity. EVIDENCE: All people who use the service have a care plan which includes an assessment of their needs and a plan of how these should be met. Southern Cross documentation includes risk assessments for prevention of falls, wound care, and moving and assisting as well as assessment tools for clinical areas such as continence promotion. These had been completed to a good standard, which reflected the health needs of the people who use the service. The care plans were up to date and contained the information to assist the staff to care for the people who use the service. Care plans relating to wound management were completed well with advice from tissue viability advisor. Social needs of the people who use the Dene Park House DS0000070985.V362036.R01.S.doc Version 5.2 Page 12 service are assessed and then plans made to make sure that the people living in the home live fulfilled lives taking into account their level of dependency. The Manager had ensured that all recorded information is reviewed and summarised on a monthly basis. The people who use the service receive personal support the way they prefer and their physical and emotional health needs are met. Staff were confident when giving care and are supported by effective training in areas such as moving and handling. The individual health needs of people who use the service are identified and people are supported to access community health services such as doctor, district nurse, dentist, and optician. All people who use the service have an annual health check. Relatives commented “Everything is done to make my wife comfortable and she gets looked after very well” “When due to circumstances/health needs you are unable to care for your relative yourself it is wonderful to feel you are leaving them in genuinely caring safe secure and medically expert hands” Staff training has been undertaken to provide awareness and additional support for health related needs. People who use the service are protected by the homes policies and procedures in dealing with medicines. There is good liaison with supporting professionals. A full medication audit was not carried out but case tracking and observation of medication administration round showed that staff were knowledgeable and skilled in this area. People who use the service feel their privacy and dignity is respected and that they are listened to and what they say is acted upon. Staff receive training that helps them to made sure that everyone is treated with respect, and as an individual. Staff help people make their own decisions and provided information and assistance when it is needed. Staff were friendly toward the people who use the service and were attempting to engage them in conversation. They have a good knowledge of the needs of the people living in the home and the nursing staff are giving good direction and leadership to help them in the day-to-day delivery of care. Dene Park House DS0000070985.V362036.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 & 15 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who use the service are part of the local community and participate in leisure activities. They are supported to retain personal and family relationships and their rights are respected in their daily lives. EVIDENCE: People who use the service are offered the opportunity to join in a range of social and leisure activities. They have the opportunity to use community facilities for leisure activities e.g. pub, cafes and restaurants, shops etc. They are offered the opportunity to experience new activities and leisure pursuits as well as supported where necessary to continue with hobbies and interests. People who use the service commented “The activities are always there if I need them but I usually have more than enough to keep me occupied I find the days are not long enough” “As I said before the days are never long enough I brought some books with me, the library delivers books every month Dene Park House DS0000070985.V362036.R01.S.doc Version 5.2 Page 14 and I give them lists I always get books I have asked for. I also ward off Alzheimer’s by doing translation so I do not have much time for activities provided but they are always there if I want them” Staff assist and encourage people who use the service to maintain family links and previous friendships, respecting the individual’s wishes. Relatives commented “They let me know straight away if there is anything I should be told about when I am visiting or phone me at home I get to know immediately when I am at care home or at home” “It is wonderful that there is an atmosphere of home and family without compromising efficiency. As a relative we are encouraged to be part of this too” ““they encourage you to be part of the family at the home” Staff support people who use the service to maintain existing friend and social relationships. Staff seek permission prior to entering individual rooms and were communicating well with people. People who use the service were observed to move freely around the home. People who use the service had recently been involved in the review of menus and the NUTMEG system and all commented on the improvements to the quality and choice of food available. People were observed having a leisurely breakfast, coffee and lunch in a relaxed and social setting with good staff support evident. Dene Park House DS0000070985.V362036.R01.S.doc Version 5.2 Page 15 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16 & 18 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The views of people who use the service, and their relatives are listened to and acted upon. People who use the service are protected from abuse, neglect and self-harm EVIDENCE: The complaints procedure is available in the service users guide and a copy is available at the front entrance and displayed at the front entrance of the home. People who use the service and relatives spoken to understood how to make a complaint, and could identify the way this would be dealt with Relatives commented, “I havent needed to complain about the care which is quite satisfactory “I have no complaints about the care home at all I am grateful for the excellent care” Staff have undertaken the one day training on the Protection of Vulnerable Adults and there is further training planned. Staff were aware of the whistle blowing policy and felt able to raise concerns if necessary. The manager was aware of the need to protect all people who use the service. A safeguarding matter was appropriately managed with no further action needed. Dene Park House DS0000070985.V362036.R01.S.doc Version 5.2 Page 16 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 & 26 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The facilities are designed to meet the needs of people who use the service. It is homely, generally well maintained and clean. EVIDENCE: The home is comfortable and attractively furnished. The bedrooms are attractive and homely and reflect their individual styles and tastes. The home has sufficient and suitably equipped bath / shower rooms. The décor in the home is showing signs of wear. The home was very clean and tidy. Dene Park House DS0000070985.V362036.R01.S.doc Version 5.2 Page 17 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 & 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. There are adequate numbers of appropriately skilled and experienced staff to care for the people who use the service. The recruitment processes in place protect people who use the service. EVIDENCE: Staffing rotas showed that there are now enough staff on duty to meet the necessary staffing levels. Generally people who use the service and their relatives were positive about the staff support and attitude, although some concerns were raised about he number of staff available. People who use the service commented, “I can manage most things myself apart from washing and dressing and very rarely have to ring for assistance apart from 11am and 6pm. If I do ring during the day they come very quickly as they think something has happened” Relatives commented “Staff do not have time to give quality time with individual residents as required” “I just need to ask for anything to be done and the staff tries their very best to see it gets done” “There are times when I Dene Park House DS0000070985.V362036.R01.S.doc Version 5.2 Page 18 feel the staff have to go the extra mile too often” “They always make sure residents are alright and things are running as they should” “However, there are times when there are extra demands and I wonder if the cover ratios as set by the agency and the inspectorate are sufficient”. Recruitment procedures within the home are safe. Records confirm that appropriate checks are carried out for all staff. Staff had undertaken refresher in mandatory training. Staff said that they are undertaking or had completed National Vocational Qualification in Care level 2 (NVQ) or over, with sixteen staff having NVQ 2 or above. The home has an induction programme and the manager is currently developing the training programme for all staff working in the home. Staff spoke knowledgably about the individual needs of people who use the service. Staff meetings are used to provide additional in-house training. Dene Park House DS0000070985.V362036.R01.S.doc Version 5.2 Page 19 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. The management of the home is consistent and effective and offers leadership to the staff; this improves the life of the people living in the home and protects them from harm. EVIDENCE: The manager is an experienced care home manager who has worked at the home for a number of years. The leadership in the home both in the way the care is being delivered to the people who use the service and the overall organisation is good. This includes the organising of training, staffing and ensuring that the home was being well maintained and equipped. Dene Park House DS0000070985.V362036.R01.S.doc Version 5.2 Page 20 Staff are confident in their work and are well supported. The staff, people who use the service and relatives were confident that their views were listened to and valued by the Manager. Relatives commented “The manager makes time at different times of day for relatives to call in to see her” “She is always available if you pop in to the office. She is very approachable. This is very helpful and supportive and as a relative I appreciate being able to discuss and talk things over with her” Personally allowances are well managed and audited, The health and safety audit and maintenance of the home were satisfactory. The Annual Quality Assurance Assessment was not completed and returned to Commission for Social Care Inspection. This document reflects the standard of the service being provided and the way the manager/provider plan to improve it further. Dene Park House DS0000070985.V362036.R01.S.doc Version 5.2 Page 21 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for 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 3 X 3 3 3 N/a HEALTH AND PERSONAL CARE Standard No Score 7 3 8 4 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 4 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 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 2 X 3 X X 3 Dene Park House DS0000070985.V362036.R01.S.doc Version 5.2 Page 22 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1 Standard OP33 Regulation 24 Requirement The Annual Quality Assurance Audit (AQAA) must be completed and returned to CSCI. This will be prior to the next inspection. Timescale for action 01/05/09 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 OP19 Good Practice Recommendations A redecoration programme should be completed Dene Park House DS0000070985.V362036.R01.S.doc Version 5.2 Page 23 Commission for Social Care Inspection North Eastern Region St Nicholas Building St Nicholas Street Newcastle Upon Tyne NE1 1NB 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 Dene Park House DS0000070985.V362036.R01.S.doc Version 5.2 Page 24 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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