Random inspection report
Care homes for older people
Name: Address: Diamond House Care Home Bennett Street Downham Market Norfolk PE38 9EJ zero star poor service 01/04/2010 The quality rating for this care home is: The rating was made on: 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 review of the service. We call this review a ‘key’ inspection. This is a report of a random inspection of this care home. A random inspection is a short, focussed review of the service. Details of how to get other inspection reports for this care home, including the last key inspection report, can be found on the last page of this report. Lead inspector: Ruth Hannent Date: 1 0 0 6 2 0 1 0 Information about the care home
Name of care home: Address: Diamond House Care Home Bennett Street Downham Market Norfolk PE38 9EJ 01366385100 01366385600 diamondhouse@schealthcare.co.uk www.southerncrosshealthcare.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Ashbourne (Eton) Limited Type of registration: Number of places registered: Conditions of registration: Category(ies) : care home 42 Number of places (if applicable): Under 65 Over 65 42 42 dementia old age, not falling within any other category Conditions of registration: Date of last inspection Brief description of the care home 0 0 0 1 0 4 2 0 1 0 Diamond House is a care home providing residential care for up to 42 older people including service users with dementia. It is situated on the edge of the town of Downham Market and is within easy reach of local facilities including shops, pubs and other community facilities. Diamond House is purpose built with accommodation provided on two floors. Stairs and passenger shaft lift service floors. There are 38 single rooms and 2 shared rooms. There are patio and garden areas that are visible from a number of service users bedrooms. Diamond House is one of several homes in Norfolk owned by the proprietors. The range of weekly fees at the home is £275 to
Care Homes for Older People Page 2 of 10 Brief description of the care home £550. Care Homes for Older People Page 3 of 10 What we found:
This was a random visit carried out by the Lead Inspector and Compliance Manager to discuss the action plan received since the last inspection from Diamond House and to check if the home had complied with the requirements set to date. The visit was assisted by the new manager of the home who has only been in post two weeks, another Manager who was acting as a mentor and a Quality Officer from Southern Cross. We spent time talking through the action plan received, observing some practical care, walking the environment and looking at some care plan paperwork. What the care home does well: What they could do better:
Although it was noted that residents care plans had been reviewed and dated it was not clear how the information written could give a picture of the person centred care required. The complex care plans appear difficult to follow. Senior staff spoken to tell us that information in the documentation is irrelevant such as pressure sore care when this is not an issue, or a circulation and breathing record when again there is no concern for a particular resident. No information was available for the way daily support takes place for stimulation/occupation other than a code which was occasionally placed on a chart but gave go clear record of what or how the person interacted, enjoyed or disliked the activity. The meal time process is still in need of improvement and although the food now arrives in a hot trolley and residents are shown the choice at the table there are still poor practises taking place. Staff are still standing or passing a table and feeding someone. Food is moving around the plates as no guards were in place. All staff are wearing plastic gloves and plastic blue aprons that are unsuitable when trying to encourage appetites.
Care Homes for Older People Page 4 of 10 There was only orange squash to drink and no salt and pepper on the table. There is still a need of finding ways of allowing residents to enjoy the outdoors in the better weather. The garden is in need of improvement and ways of bringing residents downstairs needs to be organised. 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 2. Care Homes for Older People Page 5 of 10 Are there any outstanding requirements from the last inspection? Yes R No £ 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, Regulations 2001 and the National Minimum Standards.
No. Standard Regulation Requirement Timescale for action 1 7 15 Care plans need to reflect the changing needs of residents with the correct action recorded as needs change. To ensure that any concerns or changing needs are dealt with and outcomes for residents are improved. 01/06/2010 2 7 15 The individual care plans 01/06/2010 must be detailed and person centred to reflect the individual support required. To ensure that people are cared for in the manner expected, by all staff who can read the information clearly. 3 10 18 Staff must be aware that dignity at all times is paramount. To ensure that at all times residents are treated with respect and their right to privacy is upheld. 01/06/2010 4 12 16 The home needs to provide 01/06/2010 stimulation and occupation to all residents that is suitable for them as an individual. Care Homes for Older People Page 6 of 10 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, Regulations 2001 and the National Minimum Standards.
No. Standard Regulation Requirement Timescale for action To ensure that all efforts are made to occupy at all times residents who may challenge the service. 5 15 16 The way meals are presented 01/06/2010 and the way people are supported to eat the meal needs to be improved. Meals need to be served with choice, at a suitable temperature and that residents are helped in a manner that is relaxed supportive and observed to ensure a good diet is eaten. 6 16 22 The home must carry out the 01/06/2010 action stated in the reply letter when a complaint is made. Facts stated in the replys must be carried out to ensure the outcome is as stated. 7 19 23 The home does need to look 01/08/2010 at the number of people who live upstairs and ensure the facilities are suitable for that number and that the needs of people with dementia can have those needs met in that environment. The lounge and dining rooms need to offer a comfortable and suitable setting for all residents 8 27 18 The home must ensure that at all times qualified, 01/06/2010 Care Homes for Older People Page 7 of 10 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, Regulations 2001 and the National Minimum Standards.
No. Standard Regulation Requirement Timescale for action competent and experienced staff are working in the home in such numbers as are appropriate. To ensure the health and welfare of residents is upheld. 9 33 24 A quality reviewing system must be carried out. To ensure that the service reviews and improves the care service offered. 10 33 24 The home does need to introduce a robust quality monitoring system and include all stakeholders. To ensure the monitoring, improving and development of the home is suitable for the residents of the home. 01/10/2009 01/09/2010 Care Homes for Older People Page 8 of 10 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, Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set.
No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service.
No Refer to Standard Good Practice Recommendations Care Homes for Older People Page 9 of 10 Reader Information
Document Purpose: Author: Audience: Further copies from: Inspection Report Care Quality Commission General Public 0870 240 7535 (telephone order line) Our duty to regulate social care services is set out in the Care Standards Act 2000. Copies of the National Minimum Standards –Care Homes for Older People can be found at www.dh.gov.uk or got 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 Helpline: Telephone: 03000 616161 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. © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for noncommercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. Care Homes for Older People Page 10 of 10 - 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!
