Inspection on 15/05/07 for Derwent Care

This inspection was carried out on 15th May 2007.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Excellent. 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 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

Derwent Care 19/12/05

Derwent Care 13/01/05

Derwent Care 20/07/04

Derwent Care 12/03/04

Derwent Care 12/11/03

Derwent Care 28/11/02

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

CARE HOME ADULTS 18-65 Derwent Care Derwent Care 2 Benton Terrace Stanley Durham DH9 0NT Lead Inspector Michaela Griffin Key Unannounced Inspection 15 May 2007 09:30 Derwent Care DS0000007544.V332514.R02.S.doc Version 5.2 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 Derwent Care DS0000007544.V332514.R02.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 Adults 18-65. 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. Derwent Care DS0000007544.V332514.R02.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Derwent Care Address Derwent Care 2 Benton Terrace Stanley Durham DH9 0NT 01207 281788 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) Mr William Heslop Mrs Janette Heslop Mrs Andrea Heslin Care Home 3 Category(ies) of Learning disability (3) registration, with number of places Derwent Care DS0000007544.V332514.R02.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 19th December 2005 Brief Description of the Service: Benton Terrace is a care home registered to provide personal care and accommodation for three adults with a learning disability. The home was opened in 1996, by Mrs J Heslop and her late husband Mr W Heslop. Mrs J. Heslop is now the sole owner. She runs this, along with two other homes in the Derwentside area, with support from relatives who help with the day-to-day management of services. The people who run and manage these services are members of the same family and have been involved with the homes since they opened. So they have a strong commitment to making them happy places to live and work. This home is an end terrace house in the same street as its sister home, Fourways, in the centre of Stanley, County Durham. The two homes share the same registered manager and team of support staff but they are registered as separate services. The property is like an ordinary house and provides a comfortable home for current service users, on two floors. It would not be suitable for people with poor mobility, because the bedrooms and bathroom are upstairs. Visitors who use wheelchairs would not have much space to get in and out of the house, or to move about downstairs. There is a well-kept front garden and a paved yard at the back, and free parking on the street outside. Local amenities, like shops, pubs and a community centre are nearby, and there are regular bus services. The two homes in Benton Terrace share the use of a mini bus and a car, which helps the residents to go out and about, in the wider area. The charges for this service were £590 to £1100 in May 2007. Derwent Care DS0000007544.V332514.R02.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The inspection took place over two days. It was the only inspection planned for the year. The inspector visited the home and met the manager, one support worker and the three people who live there and one relative. One of the residents talked to her about her life in the home and what she likes to do. The inspector also checked files and paperwork. Before the inspection, she sent out survey forms to the people who live in the home and their relatives. The survey asked them questions about the service. Three survey forms were returned. The inspector also spoke to two professionals who know people who live in the home and have visited it. What the service does well: What has improved since the last inspection? What they could do better: This is already a very good home. A relative said: ‘The home does not need to improve’. But the manager and staff want to keep making it better. All staff should have training so that they are sure about how to treat everyone fairly. The home should provide information to people in ways that are easier to understand, with less words and more pictures. The home must have a system for checking what people think about the service. They must ask everyone who knows the people who live here, what they think about the service. They should use residents’ and visitors’ ideas to plan changes and improvements to the service every year. Derwent Care DS0000007544.V332514.R02.S.doc Version 5.2 Page 6 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. Derwent Care DS0000007544.V332514.R02.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection Derwent Care DS0000007544.V332514.R02.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 1 and 2. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People have the information they need to make an informed choice about whether to move into this home and their needs are assessed properly. EVIDENCE: Each person who lives in the home has a Service User Guide, which explains what he or she can expect from the service. This is very detailed and it would be hard for someone who does not read English to understand. But before the people who live in this home moved in, they visited it and spent time there and had the chance to find out what the service would be like. The home already provides some information in an ‘easy to read’ form. It should continue to improve all the information it gives to service users in this way. English is the first language of the current residents of this home, and their families. The manager can get information in other formats (like Braille or an audio recording) or in other languages, through the network of services this home is linked to. The home should also make sure that the information on the fees charged is kept up to date. One of the people who lives in this home described how the manager visited her before she moved in and how she visited and stayed over several times, before she decided to move in. She said ‘I decided to give it a go.’ Derwent Care DS0000007544.V332514.R02.S.doc Version 5.2 Page 9 A relative described how another service user was the first resident in the home and was gradually introduced to it. She remembered how the late owner, who opened the home, had consulted her and involved her at every stage in the plans to develop the service. She said ‘I remember coming to talk to him at the beginning. My concerns were listened to and that ethos has been continued by the manager ever since.’ All the current residents settled well in this home, and the professionals who visit suggested that this showed that the home had assessed their needs well and understood the support that they needed. The service users’ files showed that the home obtained copies of the assessments carried out by other agencies and professionals, and carried out its own detailed assessment of every aspect of each person’s needs (under twenty headings). These assessments are reviewed regularly, and health and social care professionals are consulted and involved in these reviews, as appropriate. Derwent Care DS0000007544.V332514.R02.S.doc Version 5.2 Page 10 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 6, 7 and 9. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Each resident has a person centred plan, which is based on his or her needs and wishes. People are encouraged to make decisions, to be independent and they get support to take risks EVIDENCE: Individuals’ case files were checked. They showed that the home develops person centred care plans for each individual to meet all the areas of need identified in their assessments. And they involve the person and their relatives in the planning process, as far as and whenever possible. The home also has a key worker system, which allows staff to work on a one to one basis and contribute to the care plan for the individual. The records checked showed that care plans are reviewed once a year. Staff understand the importance of residents being supported to take control of their own lives, and they are aware that it is easier for some people to have their say than others. Individuals are encouraged to make their own decisions and choices. A service user explained how the staff keep asking her what she wants to do every day, and they ask her things like where she wants to go on holiday and how she wants to celebrate her birthday. Derwent Care DS0000007544.V332514.R02.S.doc Version 5.2 Page 11 A family member said that she can see how much progress her relative has made, with the support and encouragement of the home’s manager and staff. She explained why she thinks her relative has done so well and has been so happy since he came to live in this home : ‘The staff have high expectations of him and they take the time to let him do things for himself.’ The home ensures that residents are consulted regularly, individually and through residents’ monthly meetings, to ask them if they are happy with service. The home should develop ways of involving service users in both the development and review of the service. Staff should find ways of showing that people who cannot communicate clearly, with speech or in writing, are still given the chance to express their views and feelings. A support worker described how through getting to know people well she started to understand people who she thought could not communicate clearly. The individual care plans checked included risk assessments, which had also been reviewed regularly. They identify the ways in which people may be at risk of harming themselves or others (for example while feeding or bathing themselves, going out or managing their money or medication). They also tell staff how to reduce the risk of any harm occurring, without stopping the person concerned from leading a full and interesting life. A relative wrote ‘The care and attention towards my daughter’s needs is very commendable.’ Derwent Care DS0000007544.V332514.R02.S.doc Version 5.2 Page 12 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 12,13,15,16 and 17. Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. The people who live in this home lead interesting lives, and are involved in their community. They have appropriate relationships and their rights are respected. They enjoy their meals. EVIDENCE: The records showed that each service user has a person centred plan and an individual programme of activities. They do different things everyday, inside the house and in the local community. The house is close to the town centre, so they can walk to pubs, shops and the community centre. The home shares the use of a mini bus and a car with the other home in the same street and the staff use them to take people on longer trips, for example to visit their families or to have a day in the countryside. This gives the residents of both homes choices about how they spend their time and where they go. A resident talked about how her key worker helps her to do the things she likes and encourages her to try new activities. She said that she used to like to swim and the manager has offered to take her to a new pool, but she has not Derwent Care DS0000007544.V332514.R02.S.doc Version 5.2 Page 13 decided if she wants to go yet. On the day of the inspection she decided she wanted to have her hair cut and her key worker took her to the hairdressers. A relative said: ‘The residents have a wonderful social life. They go all over and not in big groups, in ones and twos with staff.’ She also described how her relative enjoys physical activity and the staff take him out for walks and to play football whenever the weather is good enough. Residents also go trampolining, horse riding and bowling. Family and friends are always welcome to visit. Some plan regular visits and some just drop in when they can. Two of the residents’ relatives live in another town. The staff help them to keep in touch. A relative wrote: ‘Staff often escort my daughter, via the home’s transport, and my daughter enjoys a three hour visit and her lunch with me.’ Another person described how the home keeps the family involved in her son’s life through a communication book shared between them and the staff. The resident takes it with him when he goes home to visit his family, so they know what he has been doing. The family also write in it, so that the staff can talk to him about who has been with and what he has been doing while he has been home. This relative explained how she really appreciates the way that the staff still take the trouble to keep this book up to date and take an interest in what the family write. From conversations with the manager, support workers and a resident, it was clear that the people who live in this home can have intimate relationships with other adults, if they choose. One person had a boyfriend who visited regularly before he left the area. People’s rights to make choices about their sexual activities are respected. Their own sexual identities, which are how they see themselves and want other people to see them, are accepted. Each person has their own bedroom and can have the privacy they want. It is important that staff show that they respect the residents’ rights and choices. This is because they are adults but may need support to enjoy their rights as citizens and to be aware of the possible effects of what they do and say on people around them. A relative described how staff support individuals’ rights and help them to understand the importance of them respecting other people, including the people they live with. The home has a cook who knows the residents well. She plans menus of meals that the residents like. But when people do not want the planned meal, staff can make them something else that they do want. The home has a pleasant dining room and, when all three residents are in, they eat together. Key workers understand the help that some individuals need at meal times. They make sure that the people who need help do not feel that they are not as good as people who can manage independently. In this home people are different but still equal. Residents also eat out regularly and enjoy going for picnics. Service users help with shopping for food and there is a large supermarket nearby. They can help to prepare meals and snacks if they want to. Derwent Care DS0000007544.V332514.R02.S.doc Version 5.2 Page 14 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 18, 19 and 20. Quality in this outcome area is good . People get the care and support they need in the way they prefer and that promotes their physical and emotional wellbeing. This judgement has been made using available evidence including a visit to this service. There is a system to make sure that medication is handled and given to residents safely, by trained staff. EVIDENCE: The people who live in this home have different sorts of needs. Some need encouragement to do things for themselves and someone to check that they can do things safely. Others need a lot of personal care and attention, but can do some things for themselves with prompting and guidance. Person centred plans explain what people’s needs are, how they prefer them to be met and how they can have as much independence as possible. This is so that support workers know how to care for people safely and in a way that they feel comfortable with. Professionals commented on how effectively the manager and staff communicate and cooperate with other professionals and agencies. One said ‘They are good at getting in touch with health care professionals and working in the way they advise.’ Derwent Care DS0000007544.V332514.R02.S.doc Version 5.2 Page 15 The service users’ records that were checked showed that health care needs and the advice and treatment given by doctors, nurses and other therapists are carefully recorded. The records also showed that people’s needs are reviewed regularly and that the staff monitor all aspects of each person’ health and well-being. The manager asks for specialist assessments if she is concerned that an individual’s needs are increasing or the care plan is no longer meeting them fully. A relative explained that the staff at the home monitor each person’ physical health and emotional well-being and act quickly if they have any concerns. She said that she is always told about medical appointments and given the opportunity to attend. She also described how the staff involve service users in making decisions about their health care, as far as possible. For example, they gave her relative the choice about whether or not to have a flu vaccination. She also explained how the staff take a personal interest in her relative’s welfare and the people and things that are important to him: ‘I like the way that they care about him, as well as for him.’ There is a system to make sure that medication is handled and given to residents safely, by trained staff. Records showed that it is followed consistently. None of the current residents manages their own medication. Derwent Care DS0000007544.V332514.R02.S.doc Version 5.2 Page 16 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 22 and 23. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The people who live in this home and their relatives feel that their views are listened to and acted upon. The home’s policies and procedures protect service users from abuse, neglect and self-harm. EVIDENCE: The home has a complaints policy and procedure and this is provided in a form that is easy to understand, with pictures as well as words. One relative and one service user said that they would know how to make a complaint. A relative wrote ‘any problems I just need to pick up the phone, all staff are very friendly and eager to help.’ Another relative said: ‘I would ring the manager if there was anything I was bothered about, but I know it would be something trivial. The manager discusses everything properly and we agree on most things.’ Residents have meetings every month, when support workers talk to them about what is going on in their lives and in the service. They try to find out what the residents’ views are and they write down what happens at each meeting. The manager checks these records to see that even people who cannot express their views clearly by speaking have a chance to show how they feel. She also tries to sort out any problems and to get the things that residents ask for. The people who live in the home do not have independent advocates who visit them and know them. But most have relatives who visit and attend personcentred planning meetings. They can also be consulted on decisions about the residents’ lives. Relatives have signed the contract on behalf of two service users. This is the written agreement the home gives each service user to tell Derwent Care DS0000007544.V332514.R02.S.doc Version 5.2 Page 17 them what the home will provide and what the charges will be. The home can get someone independent to come to speak up for any person who does not have a relative to support them or act for them in this way, if there is a major problem or decision to be made. The home has policies and procedures to protect the people who live there from harm, through neglect or abuse. The policies explain the rules about keeping people safe and the procedures explain how the home expects the staff to follow those rules. For example, it tells them who to report any concerns to and what records to make. The staff have had training about the signs and symptoms of abuse and neglect and what to do if they think it has happened. The staff interviewed showed that they have understood this training and would know what to do, although they have not had any direct experience of being in a situation where an allegation of abuse was investigated. The manager has had experience of reporting her concerns that a vulnerable person had been abused in another service and being involved in the investigation. She recognises that it is important that staff are kept up to date with Adult Protection training. Derwent Care DS0000007544.V332514.R02.S.doc Version 5.2 Page 18 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 24 and 30. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home is comfortable, safe and clean. EVIDENCE: The home is an ordinary three bed roomed terraced house, close to the centre of Stanley. It has a small well kept front garden and rear yard. There is an upstairs bathroom and downstairs there is a living room and dining room, and domestic style kitchen. This ordinary, family sized, house has enough room and the right accommodation for the three people who live there. It is very pleasantly furnished and decorated and kept clean and tidy, but looks comfortable, like somewhere people live and relax in comfort. Residents have their own rooms, which they have to suit themselves, with evidence of their own interests and personalities. Staff do the housework, but residents help in their own rooms and with their own washing, as far as they can. A relative said: ‘The house is nice. It have never seemed institutional, they have been careful about that. My son has his own room and he calls it home.’ Derwent Care DS0000007544.V332514.R02.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 32, 33, 34, 35 and 36. Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Staff have the skills and knowledge to meet people’s needs. Service users are protected by the home’s recruitment policies and procedures. EVIDENCE: Staff rotas, daily records and care plans showed that there are enough carers working in this home and that the manager is involved in the daily routine. They form a team that works flexibly and effectively between the two homes in Benton Terrace. So there are always enough staff on duty to give people the care they need as well as to take them out and about and to help them to do the activities that they enjoy. Most of the staff have worked in the home for several years, some since it opened in 1996. This means that the staff know the residents, their families, and the local community and services well. They also know each other and what the manager expects of them and work well together. A relative said: ‘All the staff are good. They have commitment. Most of the staff have been here a long time and the new staff learn quickly because the manager is very good.’ There are two women and one man living in this home and the current staff team are all women. This is not unusual in a care home. One support worker Derwent Care DS0000007544.V332514.R02.S.doc Version 5.2 Page 20 commented that she thought that the residents had liked it when there was a man on the team. But none of them seem to dislike having their personal care provided by women. Relatives agreed and a woman resident said that she likes the staff. The home has policies and procedures for recruiting staff that treat all applicants fairly, but checks that individuals who are unsuitable to work with vulnerable people are not given jobs. Only one new person has started to work in this home since the last inspection, in December 2005. Her file showed that the home had followed its procedures in appointing her and had done all the checks required. New staff are put through a structured induction programme called the Learning Disabilities Award Framework. This makes sure that they have the basic knowledge they need to care for people safely. The inspector interviewed the newest member of staff. She has already also got her National Vocational Qualification in Care (NVQ) at level two. This is the recommended qualification for care staff. Staff have one to one meetings with their manager to talk about how they do their jobs and any help they need to do them better. The support worker interviewed said that she gets good support from the manager and her colleagues. She also described how the manager had supported her when she had become pregnant soon after starting to work in the home and reassured her that she would not be at a disadvantage in her future career, so she was pleased to return to work after her baby was born. The manager was also very understanding about her childcare responsibilities, when there was a family crisis. Service users benefit because this home makes sure that it does not lose good staff, by having employment and management practices that recognise that people who have caring responsibilities at home often make very capable, reliable carers. The staff have the knowledge and skills they need to care for people safely. The home has an annual training programme. The records show that all the staff have the training on the most important things they need to know to care for people safely. Their knowledge is also kept up to date by refresher training every year or every three years. Seventeen of the twenty care staff already have achieved the level two National Vocational Qualification in care at level two or above. That means the home has done much better than the national target that 50 of care staff should have a suitable qualification. Derwent Care DS0000007544.V332514.R02.S.doc Version 5.2 Page 21 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. 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 are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 37,38, 39 and 42. Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. The home is well run. Service users benefit from the ethos and values shared by all the people involved in developing and managing this home. Service users’ views and interests inform service developments and their welfare is protected. EVIDENCE: The registered manager has worked in this home since it opened in 1991 and has managed it since 1995. She is a member of the family that runs the home and shares their beliefs in the rights of people with learning disabilities and the importance of respecting the differences between individuals. She has a Registered Manager’s Award and a Level 4 National Vocational Qualification in Care. These are the recommended qualifications for managers of care homes, because they show that managers have achieved the standard of knowledge they need to run a service. She has other qualifications that her help to do her job properly and she keeps trying to learn new skills and ways of improving Derwent Care DS0000007544.V332514.R02.S.doc Version 5.2 Page 22 the services she runs. The manager gets good support from the operations manager for all the homes in the network. The service also has an ‘Investors in People’ Award, which it achieved in 2004. This is a national accreditation system that shows that an organisation has met the standards set in all aspects of being a good employer. The home is working towards having this renewed in July 2007, by updating its records, policies and procedures and so on. The home has begun to develop a system for checking that its services are of a good enough quality and that they are providing what people need and want. The home carries out a survey every year, when it sends out questionnaires to relatives to ask them what they think about the service. The answers given, on the forms that are returned, are put together and summarised in a report. The last survey was carried out in November 2006, when half the forms were returned. The home also gives service users a picture based survey form to complete. Some do this with the help of relatives, others get help from their key workers. Records are also kept of what service users say at residents’ meetings. Key workers are also aware of how people who cannot speak up for themselves, or fill in forms, respond to different aspects of the service; how they show what they like and dislike. The home should also find ways of asking professionals for their views about the service and their suggestions for how it could be improved. All this information can then be used to produce a plan for developing the service each year. The manager makes sure that the health and safety of residents and staff are protected. Records show that regular safety checks, fire drills and maintenance are carried out. The operations manager also visits the home at least monthly and carries out spot checks on quality and health and safety issues, which are recorded in a systematic way. The relatives who gave their views said that they did not think that the service provided by the homes could be any better. But the team who run and work in the homes still seek ways of improving it. Derwent Care DS0000007544.V332514.R02.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 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 3 2 3 3 x 4 x 5 x INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 3 ENVIRONMENT Standard No Score 24 3 25 x 26 x 27 x 28 x 29 x 30 3 STAFFING Standard No Score 31 x 32 4 33 4 34 3 35 3 36 3 CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 3 x 3 x LIFESTYLES Standard No Score 11 x 12 3 13 3 14 x 15 4 16 4 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 x 4 4 3 x x 3 x Derwent Care DS0000007544.V332514.R02.S.doc Version 5.2 Page 24 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. 1 Standard YA39 Regulation 24 Requirement The home must continue to develop and improve its quality assurance system and produce an annual plan using the views and interests of service users and their representatives. Timescale for action 01/04/08 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 YA35 Good Practice Recommendations All the staff should have training in equality and diversity, to increase their understanding that residents may have different needs and choices because of their background, culture, impairment, age, gender, religion or sexual orientation. Those who have had equality and diversity training should have opportunities to talk to each other and their manager about how they can put these principles into practice at work and make sure everyone is treated fairly and individual differences are respected. The home should provide information for service users and their families in different forms, so that people who can not read English easily can understand it. Information on charges, in each service user’s guide, should be kept up to DS0000007544.V332514.R02.S.doc Version 5.2 Page 25 2 YA1 Derwent Care date. Derwent Care DS0000007544.V332514.R02.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Darlington Area Office No. 1 Hopetown Studios Brinkburn Road Darlington DL3 6DS 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 Derwent Care DS0000007544.V332514.R02.S.doc Version 5.2 Page 27 - 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!