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Inspection on 19/01/09 for Diamond House Care Home

Also see our care home review for Diamond House Care Home for more information

This inspection was carried out on 19th January 2009.

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

The inspector found there to be outstanding requirements from the previous inspection report. These are things the inspector asked to be changed, but found they had not done. The inspector also made 11 statutory requirements (actions the home must comply with) as a result of this inspection.

What follows are excerpts from this inspection report. For more information read the full report on the next tab.

What the care home does well

The home has a core of staff who are dedicated to the home and will support the residents as best they can by covering vacancies, sickness and annual leave. The administrator has systems and procedures working well to ensure that residents are financially safeguarded and that staff recruited have the necessary paperwork in place before commencing employment. The records for checking areas of health and safety are up to date and carried out in the timescales set.

What has improved since the last inspection?

Since the last inspection the home has purchased some sensory equipment. The home does have some new furniture that is appropriate for the needs of the residents. The Project Manager who has been covering the home from the week prior to this inspection has already drawn up and action plan that will cover a number of the areas mentioned in this report if the timescale set is adhered to.

What the care home could do better:

The Manager needs to ensure that the management approach, when issues are raised, is suitable so that staff and visitors feel they are listened to and concerns are acted upon appropriately. The home needs to develop the skills within the staff team on how to care for people who have dementia, how the environment should look and what person centered care is about. Staffing levels need to be in correct to ensure that the kind of care and support these residents require is available and at appropriate times to suit the person. Suitable activities and items of stimulation need to be seen to ensure that residents are supported and given purpose to their days in the home. The environment needs to be improved for the kind of residents that use the home and not have plain straight corridors with names and number plaques on doors that cause confusion, a sensory room that is appropriate and rooms for privacy such as when residents are visiting the hairdresser and should not have to sit in the lounge with everyone else while having their hair done. The home should give choice to residents when offering meals to ensure that at the time of eating people know what the choice is, amounts they would prefer and what they would like to drink with it.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Diamond House Care Home Bennett Street Downham Market Norfolk PE38 9EJ     The quality rating for this care home is:   zero star poor 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: Ruth Hannent     Date: 1 9 0 1 2 0 0 9 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. the things that people have said are important to them: They reflect This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The Commission for Social Care Inspection aims to: · · · · Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 29 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.csci.org.uk Internet address Care Homes for Older People Page 3 of 29 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 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Mrs Judith Elizabeth Eglen Type of registration: Number of places registered: Ashbourne (Eton) Limited care home 42 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category Additional conditions: Date of last inspection Brief description of the care home 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 #550. 0 0 Over 65 42 42 Care Homes for Older People Page 4 of 29 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: zero star poor 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: This inspection was completed following evidence gathered from information that had been sent to the commission after the last key inspection. The home Manager had completed an Annual Quality Assurance Assessment (AQAA) giving details of what the service offers, what they have done to improve the service and what barriers have caused the service to not develop and improve. The company had also completed and action plan the week previous to this inspection visit and this was taken in to consideration. Notifications we received at the Commission were also looked at with information details looked at. Care Homes for Older People Page 5 of 29 The Staff at the home had sent comments to us along with some relatives and 1 health professional giving us a picture of the way the home offers its care. The site visit to the home took place over a 6 hour period and throughout this time care plans were seen, medication records were looked at, personnel files and training records were studied and health and safety records were observed. Time was spent with the staff group individually and also in a meeting. Residents were spoken to and two professionals with the Adult Protection Team spent time with us talking through some concerns raised. 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 Care Homes for Older People Page 7 of 29 following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.csci.org.uk. You can get printed copies from enquiries@csci.gsi.gov.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 8 of 29 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 9 of 29 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. People who are considering moving to this home do have information available to help them make a decision. The individuals needs are assessed to ensure the home can meet those needs. People can visit and talk to staff to get a feeling of the home prior to admission. Evidence: The home does have a Service Users Guide and Statement Of Purpose but at present it is not available as it is being updated. It needs to be available to all residents on completion. The Annual Quality Assurance Assessment (AQAA) tells us of the encouragement given to relatives and potential residents to visit the home and on talking to one relative this Care Homes for Older People Page 10 of 29 Evidence: was evident during the conversation. Visits to the home had taken place prior to the resident being admitted. The AQAA also tells us of the assessment process to ensure a person can have their needs met prior to moving into the home. Two of these assessments were seen along with the Social Services assessment to ensure the needs can be met appropriately. The formats had been completed and did give a pen picture of the individual needs. Care Homes for Older People Page 11 of 29 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 adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The care plans are in place but need to be user friendly and more person centered for the carers to have as a useful working tool. The health care needs of residents are met. The medication procedures need to be improved to ensure the process does not place residents at risk. Privacy for residents could be improved within the home. Evidence: 2 care plans were looked at. The details in the documents are difficult to read. There is detail in the plans but to find the information was confusing and took far too much time. Staff have too many different forms too complete meaning the information is lost in the vast amount in the folder. The Project Manager, who is overseeing the home in Care Homes for Older People Page 12 of 29 Evidence: the absence of the homes Manager has produced a model care plan for easier management for the staff and which when completed will be more user friendly. The care plans also need to be more person centered focused and in formats that are not so nursing orientated. Each person does have a care plan but the majority are too busy and confusing to make them valuable and a good working tool to the main carers. The home is supported by the local GP surgerys. One GP had completed a comment survey and reported that the home cared for and worked with the healthcare team appropriately but that staff are often in short supply but do work hard for the residents. The District Nurse calls regularly as the home does have some residents who need support with pressure areas. There is also regular visits from specialist nurses to support the staff with the care of residents who have dementia. The medication is locked in specialist trolleys. The supply is completely changed every month with the trolley emptied of all its contents and sent back to Boots. The medication for residents is held in blister packs and loose medication is in the inner doors. The loose medication was looked at and it was noted that eye drops had not been dated on opening and the senior staff member who was carrying out the lunchtime administration was observed signing the medication record sheets prior to the resident ingesting the medication. The procedure is clear that signing for medication must be done after the person has swallowed the medication. Prior to this visit the home had notified the Commission of errors of medication administration that does place residents at some risk. The errors had been noted straight away and the correct course of action taken place to ensure the resident was not at further risk. The Project Manager has arranged some further dates with Boots for medication training. Throughout the day staff were noted to be speaking to residents in a suitable manner but were calling people sweetheart and darling which is not appropriate. Care was carried out in the persons private room but unfortunately the hairdresser has to place residents under hairdryers in the main lounge in front of all residents. Care Homes for Older People Page 13 of 29 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 poor quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home does not offer suitable and stimulating activities that meet the needs of the individuals. Residents can and do maintain contact with relatives and friends. Residents do not know what they are having for their meals and no choice is available for them. Evidence: This home is registered to accept people who have dementia yet until the arrival of the Manager covering this home little has been taking place in regular and suitable activities. A large number of comment surveys had been received from staff and relatives stating nothing was offered in the way of activities. The observation on this visit was of residents looking bored with no stimulation around them to attract them to do anything. Three days prior to this visit a notice board had been created to show what should be taking place and downstairs an exercise class did start. In the afternoon an outside singer arrived to sing in the downstairs lounge but again many people upstairs, who appear in the more advance stages of dementia, had nothing to Care Homes for Older People Page 14 of 29 Evidence: do. One or two people were wandering aimlessly, one lady was quite agitated and one was crying. A person in bed had a radio playing loudly some pop music and yet on reading this persons care plan they were very involved with the church years ago and belonged to a choir. On asking, more classical music was found and the person appeared a little calmer. The Home does have a designated Activities Organiser but comments received were of too much time spent doing anything other than activities. Visitors were seen coming and going and were welcomed appropriately. Comments received prior to this visit did state that sometimes the Manager was abrupt and not always professional when they visited their relative. A meal was taken with residents in the downstairs dining area. The meal was a stew with dumplings, cabbage, carrots and mashed potato. The pudding was jam sponge and custard. The food was cooked well and tasted fine but the meal was presented all on the plate with no choice offered to anyone. The pudding was placed in front of each person again with no choice offered and already had the custard on the sponge. Only orange squash was offered with no other drink available. The menus were not available for residents to look at and on asking one resident what they were having today the reply was No idea, we never know what we are having. The entrance porch did have a very small printed menu that was difficult to see but on looking for the day of this visit the meal had been changed. On talking to some visitors who had arrived to talk to staff they informed us that the home had run out of food over the weekend. This had not been reported on to the Project Manager and will be discussed with the kitchen after this visit. Another resident stated she buys in her own breakfast cereal and relies on her son to bring in food for tea as she doesnt like the tea of what is usually sandwiches or soup. Care Homes for Older People Page 15 of 29 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 poor quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home does not handle complaints appropriately. The home does not ensure residents are safeguarded appropriately. Evidence: Within the office in the home a complaint folder was found but no complaints have been logged in it since 2007. The staff have said that any complaints given to the Manager is not listened to and not acted upon appropriately. The AQAA tells us that the complaints procedure is available and complaints will be acted upon but two relatives felt they were not listen to and one has complained to Social Services. The home does have a training matrix that shows staff have attended training on the protection of vulnerable adults.The personnel files also show that staff have been police checked and have been through the procedure of POVA which is the protection of Vulnerable Adults. On the day of this site visit two members of the Adult Protection Team, a Social Worker and a Detective Constable came to talk to the staff team in groups of threes and fours. The feedback, after talking with staff, from these two professionals was of concern that the Manager was making the decisions of what is to go forward to the safeguarding team and what is not. The two were so concerned that they asked to see the Inspector before they left the building to discuss what appeared to be safeguarding issues that had not been forwarded. Care Homes for Older People Page 16 of 29 Care Homes for Older People Page 17 of 29 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 premises are maintained well and is a safe place for residents. Communal spaces could be provided with more stimulating, homely items. Bath facilities could be improved to enable baths to be given more readily. The Home is slowly improving the cleanliness throughout. Evidence: The home does have a designated Maintenance Officer who has records of the maintenance provided. All areas of regular checks from water temperatures to fire alarm checks were seen in the new 2009 books. They were up to date and completed comprehensively. Although some rooms have the appearance of being tired a decorator was in the building and areas were being freshened with a coat of emulsion. Shared areas are adequate but lack any homely areas. All the chairs in the lounge upstairs were against the wall. There was nothing in the room to give it a warm cosy feel and as the majority of residents have dementia there was nothing to stimulate interest. The corridors are long and straight and each room has at least three names on the doors to add to confusion for residents. The actual persons name on the Care Homes for Older People Page 18 of 29 Evidence: bedroom doors is so small that it is difficult to read, it has large plaques with the name of the group and then another plaque that has words like PEACE, CALM or TRANQUILITY. One resident, when asked by the inspector had no idea which was her room and people were seen wandering up and down and going into different rooms trying to find their own. The bath facilities are available but only for residents who can manage the adapted seat facility. The baths are very low to the floor and make it very difficult for staff to bend down and assist. The bedrooms seen were homely and did have residents small possessions around to give that person ownership of that room. They had suitable furniture in the rooms seen and appeared well lit. The home has purchased some sensory equipment but this has been placed in a large room with no comfortable chairs and with two windows that do not block out the light. No one was using it and even through this dark winters day of this visit the effect was minimal due to too much natural light. The laundry was seen and appears to be equipped with the correct machines with sluice facilities and tumble dryers. New containers for clothing had arrived to ensure clean clothes could be stored correctly and the area looked clean and tidy. The Housekeeper was spoken to who explained how the home has started to have a deep clean due to the problems of not getting the work done thoroughly and odours have been detected in the past. The home did not have an offensive odour during this visit and some areas did appear better than others where the deep cleaning had commenced. Care Homes for Older People Page 19 of 29 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 poor quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home does not have staff in suitable numbers at appropriate times to meet the needs of the residents who live at Diamond House. The recruitment procedures are in place to ensure residents are cared for by suitable staff. The training of staff needs to improve to ensure all personnel have the correct skills to care for these residents. Evidence: The Inspector had received 17 surveys from staff. The majority of them reflect on the concerns of low staffing levels with little notice shown by management to the difficulties faced by the staff who appear to be trying to offer a good service. Moral is low with staff saying they are tired of working with no breaks and often covering others who are off. Three of these surveys were completed in great detail, jobs are given to staff with not enough time to do the tasks in, paperwork is given priority over care. Staff are frightened to speak up and have asked for these comments to be treated confidentially. A number of staff stated that they have no time to do activities or clean when there are no activities staff or cleaners on duty as the care would be jeopardised. Care Homes for Older People Page 20 of 29 Evidence: The recruitment procedures were looked at with time spent with the Administrator discussing the personnel files. Noted in the three looked at were all the relevant records for each staff member. Two references, POVA, CRB, forms of identification such as passports and driving licences, contracts and application forms. The Administrator stated that no staff member commences work without two references and a POVA check and that the staff member is supervised while awaiting the CRB clearance. The home has a training matrix that was looked at. The record shows that only 65 of staff had up to date moving and handling training and that only 30 of the staff had any form of training in dementia. As this home is registered to accommodate people with dementia the staff need the skills in caring for this client group. The lack of understanding of the needs was evident on walking the home and listening to conversations that although caring was inappropriate. In the comment surveys received from staff some of them talked of a limited induction, rushed training and little time to learn in depth. On looking at the training certificates in one personnel file it was noted that during January three training courses with different topics were completed on one day. Care Homes for Older People Page 21 of 29 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 poor quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The Manager of the home is not able to discharge her responsibilites fully. The residents and staff do not benefit from the management approach of the home. The residents finances are safeguarded. Staff are not appropriately supervised. Some areas of health, safety and welfare of residents and staff are protected. Evidence: On the day of this site visit the Manager was on sick leave. The home was being overseen by a Project Manager who had been running the home the week previous to this visit. It is clear that the Manager has been unable to carry out management tasks fully and a number of areas of records that should be in place could not be found such Care Homes for Older People Page 22 of 29 Evidence: as complaints made and minutes of meetings and supervision records. Comments received from staff and relatives mention the unprofessional manner that is given when staff or relatives approach with a concern. Staff comments tell us of the difficulty in trying to put across any issues that they feel should be dealt with by the Manager We are never too sure of what kind of reception and there is a lack of confidentiality which makes people wary. People are reluctant or frightened to speak up. We get no support from the Manager at all. Throughout the 17 comment surveys received this is a common theme. These kind of comments contrast greatly with the AQAA which states The management team are very approachable and are able to deal with issues which are brought to our attention. The Project Manager could not find any quality audits at this particular time so this part of the inspection was not carried out. Time was spent discussing the financial procedures for residents personal money. The company have a set procedure that is robust and thoroughly checked with an audit trail for all financial activities on behalf of the residents. Receipts are issued and all purchases are recorded and the till receipts kept. The AQAA tells us that staff are regularly supervised. The staff tells us that this does not happen. The Project Manager has looked and cannot find up to date, regular supervision notes and has planned future ones with the whole team. By walking the building, looking at maintenance records and talking to the Maintenance Officer the home appears to be safe throughout this environment. Some areas of concern are the low numbers of staff who are up to date with moving and handling training and although not checked, staff have reported that the home does not have all the equipment for moving people it should have. The hot water taps in three different areas in the home were hand tested and the water felt suitable and safe. Accident records were looked for but an up to date record could not be found. The Project Manager also looked, but only one or two were available and not recent and yet staff had talked of residents falling and records should have been available. One comment from a newly recruited staff member stated that the induction process was too rushed and in the AQAA written by the Manager this has been recognised as the comment states, Induction training is to be managed in a more timely manner. Care Homes for Older People Page 23 of 29 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, Care Homes Regulations 2001 and the National Minimum Standards No. Standard Regulation Requirement Timescale for action 1 7 15(1) People who use the service 26/02/2008 must have a detailed care plan that reflects their needs to ensure that they receive the correct support to meet their needs. People who use the service 01/04/2008 must be provided with facilities for recreation to suit their individual needs. The registered person must ensure that staff are deployed and working in such numbers as are appropriate for the health and welfare of residents. 01/04/2008 2 12 16(2)(n) 3 27 18(1)(a) 4 31 18(1)(a) The manager must ensure 30/06/2008 that there are suitably qualified and competent and experienced persons responsible for dementia care delivery and supervision working at the care home. Care Homes for Older People Page 24 of 29 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 1 4 The home must ensure that a Statement of Purpose and Service users guide is up to date and available for all residents To ensure residents are informed of the service provision in detail. 01/03/2009 2 7 15 The Home Manager must 01/03/2009 ensure that residents have a detailed care plan that is person centred and easy to understand that will meet all their needs. To ensure the person centred approach is understood and the care carried out correctly by the staff. 3 9 13 The home Manager must ensure that procedures for managing medication are carried out by competent and capable staff and that procedures are followed. 01/03/2009 Care Homes for Older People Page 25 of 29 To ensure that all residents are helped with their medication safely. 4 12 16 The home must provide 01/03/2009 suitable activities to meet the needs of the individual residents. (This is a previous requirement that had a timescale 01/04/08 which has not been met. Enforcement action is now being considered). The well being of residents must include their social needs as well as personal and medical. 5 15 16 The home must provide suitable and insufficient quantities a varied diet with choice available. To ensure that people are offered choice of meals at all times. 6 16 22 The home must ensure that complaints are managed appropriately. This is to ensure that complaints are thoroughly investigated and outcomes met within a timescale set in the homes procedures. 7 18 12 The home must ensure that 01/03/2009 safeguarding procedures are followed To ensure that all residents are protected from any forms of abuse. 01/03/2009 01/03/2009 Care Homes for Older People Page 26 of 29 8 27 18 The home must ensure that 01/03/2009 suitable, qualified and competent staff are working in sufficient numbers to offer holistic care to the residents. This requirement had a timescale of 01/04/08 which has not been met. Enforcemnet action is now being considered. To ensure the service offers care that is appropriate for the health and welfare of the residents. 9 30 18 The Home must ensure that staff are trained and competent to be able to carry out their job. To ensure the staff are trained appropriately for the work they are to perform. 01/03/2009 10 31 8 The home must have a manager who is fit to carry out the duties of a manager To ensure the home is managed appropriately. 01/04/2009 11 36 18 The home must ensure that staff are appropriately supervised. To ensure they are carrying out their job correctly. 01/03/2009 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 1 10 The home should find ways of residents having their hair Page 27 of 29 Care Homes for Older People washed and dried in private and not lined up near the entrance to the front of the building in the main lounge who could be seen by any visitors or other lounge users. 2 20 The home needs to improve the communal areas to ensure that people with memory problems can be prompted (correct names on doors) and stimulated (more to occupy them) as they move around the home. Baths need to be of a suitable height for staff to assist when necessary. 3 21 Care Homes for Older People Page 28 of 29 Helpline: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. 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