Inspection on 13/11/08 for Dovers

This inspection was carried out on 13th November 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

Dovers 20/11/07

Dovers 17/01/07

Dovers 29/11/05

Dovers 11/08/05

Dovers 06/12/04

Dovers 09/06/04

Similar services:

Springfield House

Sutton Lodge Nursing Home

The Shelley

Thorndene

St Helier`s Residential Hotel

St Joseph`s

Ridgemount

Wingham Court

Extracts from inspection reports are licensed from CQC, this page was updated on 29/01/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Dovers 9 Doversgreen Road Reigate Surrey RH2 8BU     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Jo Griffiths     Date: 1 3 1 1 2 0 0 8 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 27 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2008) 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 27 Information about the care home Name of care home: Address: Dovers 9 Doversgreen Road Reigate Surrey RH2 8BU 01737244513 01737225737 dovers@fieldlane.org.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Mrs Terry Christina Newton Type of registration: Number of places registered: Field Lane Foundation (The) care home 39 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category physical disability Additional conditions: One bed in the category DE(E) may be used to provide respite care. The age range of one named service user is AGED 60-65 YEARS The age/ age range of the persons accommodated will be: OVER 65 YEARS Date of last inspection Brief description of the care home Dovers is a care home registered to provide accommodation and care to thirty nine service users over the age of sixty five years. The home is located in a residential area close to public amenities and other facilities. Accommodation is on two floors accessed by stairs or a lift and comprises of an office, lounges, kitchens, laundry, bathrooms, showers, toilets and single bedrooms, some with en-suite facilities. The home has mature gardens which are well maintained and accessible to service users. Private Care Homes for Older People Page 4 of 27 Over 65 29 5 5 0 0 0 Brief description of the care home parking is available. The range of fees charged by the home is 790 pounds to 820.00 pounds per week. Care Homes for Older People Page 5 of 27 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: This was a key inspection that took place on 13th November 2008 between 11.00am and 3.45pm. Prior to the inspection visit the manager completed and returned an Annual Quality Assurance Assessment (AQAA) which gave the Commission information about the service and any changes or improvements that have been made in the last twelve months. The Registered Manager was at the home at the time of the inspection. In order to make a judgement about the quality of the service that is provided at Dovers the inspector spoke with five people that live in the home, two relatives and four members of staff. A number of the records, care plans and policies for the home were inspected and the inspector had a look around the home. Care Homes for Older People Page 6 of 27 What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. 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 27 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 27 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 moving to the home have an assessment of their needs and are assured that their needs can be met before they are offered a place in the home. People are involved in the assessment of their needs to ensure their views inform the care they are to receive. Evidence: Everyone living in the home had an assessment of their needs on their care plan file. This had been reviewed to ensure that the care plan can be kept up to date and relevant. The assessment covers all areas of the persons life to ensure that staff are aware of areas where they need support and what type of support is required. The assessment also acknowledges where people are independent in their lives. The assessment involves the individual themselves, where possible, and, where needed, their relative. Care Homes for Older People Page 10 of 27 Care Homes for Older People Page 11 of 27 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People have a care plan that meets their individual needs. They have been involved in their plan and are supported to have a say about how their care is provided. People know that their health needs will be met and that they will be supported to take their medication safely when they need to. Evidence: Everyone in the home has a care plan. Two of these were inspected in detail and found to be designed to meet the needs of the person that were identified in the assessment. The care plans are written in a person centred way and have been signed by the person or their relative. The care plans are clear for staff to follow and give guidance on the areas in which people need support and how that support should be provided. The plans reflected the views of the individual. Staff spoken with knew how to access the information they needed about the people they were supporting. Individuals life histories have been included in the care plan and person centred tools have been used by some keyworkers to help people make more decisions in their lives Care Homes for Older People Page 12 of 27 Evidence: and take control of their care plan. Peoples preferences about their care have been included in the plan. Peoples health needs have been clearly recorded on the care plan and there was evidence of a timely response to any new or changing health needs. Records are kept of the involvement of health care professionals. The inspector spoke with five people that live in the home who said that their health concerns are taken seriously and that they are supported to see a GP when needed. The nutritional needs of each person are assessed when they moved into the home. Keeping active is incorporated into the daily activity programme in the home. When visiting a hospital the individual can now take with them a new health passport that gives the hospital key information about their health and communication needs and any other important information they need to know about the person. All risk assessments for the people in the home have been reviewed since the last inspection to ensure they up to date and personalised for the individual. The medication for people in the home is stored securely and is administered only by trained staff. The manager regularly checks the competence of the staff to do this. There is a policy for the safe handling of medicines and the records reflect that medication is administered appropriately and according to peoples prescriptions and needs. The people living in the home that were spoken with as part of the inspection said that all the staff treat them with respect. They confirmed that they have privacy in their bedrooms and can have time away from others in the home when they wish. People were seen to be addressed in a respectful manner by the staff supporting them. A monthly update about individuals well being is now being sent to the persons relative. This was in response to a request from relatives. The manager must ensure that the person has given their consent, where possible, for this and that information is shared in a sensitive way that does not breach the persons right to confidentiality and privacy. Care Homes for Older People Page 13 of 27 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People in the home are supported to lead the lifestyle of their choice. They are offered a range of activities that match their interests and needs. People are supported to maintain contact with their family, friends and local community. The activities and routines in the home support people to maintain their independence and to make choices in their daily lives. People living in the home enjoy a varied menu of a high quality. There is plenty of choice and meals are provided in a pleasant environment. Evidence: The home employs a team of staff that coordinates a programme of group and individual activities for the people that live in the home. The range of activities includes musicians, cookery sessions, going out to the shops, for walks, for meals, use of computers, art sessions and daily living skills such as using laundry facilities. The activities are based on what people say they enjoy and what peoples social needs are. Care Homes for Older People Page 14 of 27 Evidence: Records are kept of the activities that people participate in order that the manager can monitor that peoples social needs are being met. Outside of the formal activity team the care staff also do informal activities with people, for example, getting them involved in meal preparations, spending time talking with people or reading to them. However, these activities are not always recorded. The manager acknowledged this and said that staff would be reminded of the importance of recording these types of activities as they are important to the people living in the home. Person centred planning tools are now being used with some people to help them to make more choices. Where possible pictures and photos are used to help people. The manager is currently looking at ways the menu can be developed into picture format. People were seen to be offered many choices throughout the day, for example, about food and drinks, how and where they spend their time and what support they do or dont need that day. The layout of the home supports different activities throughout the day. For example, there are a number of lounge and seating areas where people can relax quietly. Newspapers are delivered to the home and there is a visiting library. There is a large main lounge where group activities take place, a second large lounge, a smaller lounge and two small kitchen areas where people are supported to maintain their skills. The seating arrangements in the lounge areas encourage interaction and make the home feel more comfortable. People are supported to use the home computer for internet access and staying in contact with family and friends. They are encouraged to invite their visitors to stay for meals and to join in with activities and events in the home. A number of people were seen to be visiting on the afternoon of the inspection. Several of the visitors were asked their views of the service. Everyone said they were very happy with the care provided and particularly noted the improvements to the environment since the home was redecorated. The catering team provide a high quality menu for the people in the home to choose from. The chef said that all the food used in the menus is fresh and locally sourced where possible. There are always two meal choices and people are supported to choose from the actual dishes in front of them rather than choosing from a menu sheet for the following day. There are always alternatives available should someone want something else. There are kitchen facilities around the home for people to help themselves to drinks and snacks when they wish and there are bowls of fresh fruit and sweets available Care Homes for Older People Page 15 of 27 Evidence: along with hot and cold drinks in the lounges. There are water dispensers located at various points around the home. The chef said that residents are welcomed into the kitchen to help prepare meals if they wish and said that two people had been in that morning helping to prepare vegetables. The home holds fine dining events each year where the dining room is turned into a themed restaurant. The next event, planned for December, is a 1930s cocktail evening which will include a themed three course meal, a live band and dancing. People are encouraged to invite their relatives and to book their table for the evening. The previous events have been a great success and everyone spoken with was looking forward to it. Care Homes for Older People Page 16 of 27 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People using the service know how to make a complaint if they need to and feel confident their concerns will be taken seriously. There are appropriate policies and procedures in place to safeguard people living in the home from harm and abuse. Evidence: The home has a clear complaints procedure that is accessible to the people living in the home and their relatives and visitors. The manager spends time talking with the people in the home each morning to establish if they are happy with the service they are receiving. Residents meetings are held monthly and relatives meetings held two to three times a year. The people spoken with during the inspection confirmed that they knew who to talk to if they had a concern. They said they felt confident that any complaints would be taken seriously and dealt with quickly. None of the residents or relatives had any concerns to raise about the service. There have been no formal complaints received by the home or the Commission since the last key inspection. The home has a policy for safeguarding the people living in the home. All the staff employed, including administration, catering and domestic staff, have completed training in safeguarding adults. Care Homes for Older People Page 17 of 27 Evidence: Appropriate checks are made when recruiting new staff to ensure the people living in the home are protected. Since the last key inspection the manager has taken steps to ensure that any incidents are reported appropriately to the Commission or under safeguarding procedures if required. The incident report file was inspected and it was found that the procedures for reporting had been followed. People living in the home told the inspector they felt safe and relaxed in the home. They said that the staff were helpful and kind and that they were happy with the way they were treated. Care Homes for Older People Page 18 of 27 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The environment of the home is well maintained and appropriate to the needs of the people that live there. There is sufficient lounge and dining space and all areas of the home are clean and comfortable for people to use. Everyone has their own bedroom, that is furnished to their own taste, and access to a sufficient number of bathroom facilities to meet their individual needs. Evidence: The home has a number of lounge and dining areas. Seating is arranged in a way that promotes social interaction and there are quiet areas of seating at various points around the home. There is a large conservatory and this was being redecorated at the time of the inspection. There is a large kitchen, where the main meals are prepared, and the chef said that residents are welcome in the kitchen to help prepare meals and snacks. There are also two kitchenette areas for people to prepare hot and cold drinks and a smaller kitchen which is used to encourage peoples independence skills. The home is clean and pleasantly decorated and comfortable for the people that live there. All furniture and equipment in the home was seen to be in good order. There is Care Homes for Older People Page 19 of 27 Evidence: a team of domestic staff who are at the home each day to provide cleaning and laundry services. There are facilities for people to do their own laundry of they wish. There are sufficient numbers of bathrooms and toilets situated around the home near to bedrooms and communal rooms. The home has two baths that are suitable for people with mobility difficulties. There is an accessible shower room on the first floor and it is planned to fit one to the ground floor next year due to popular demand. Everyone has a single bedroom with some having en suite facilities. All rooms have been personalised with the individuals own belongings and decorated to their own tastes. There is clear signing around the home to direct people to bathrooms and lounge areas. Everyone has a picture they have chosen for their bedroom door to help them to identify their own room. The home is set in well maintained grounds that are accessible to the people living in the home. There is a secure garden area to the rear of the home that people who have dementia can access without support whenever they wish to. Care Homes for Older People Page 20 of 27 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People in the home are supported by sufficient numbers of qualified, trained and competent staff to meet their individual needs. They are safeguarded by the procedures in the home for recruiting new staff. Evidence: The home employs sufficient numbers of care staff to meet peoples needs. In addition teams of domestic, catering, maintenance and activity staff are employed. The inspector spoke with some of the people in the home who said that they felt there were enough staff on duty to give them the support they need. Everyone spoke highly of the staff and said they felt they were kind and helpful. The recruitment files for three staff members were inspected. These contained evidence that appropriate pre-employment checks had been made to safeguard the people living in the home. Training records for the three staff were also seen. All core training courses have been completed by staff and updates are booked. In addition staff have completed other training relevant to their roles, for example, Dementia care. All new staff complete an induction and the manager agreed to check that this meets the standards required by Skills for Care. All care staff, expect one, have either Care Homes for Older People Page 21 of 27 Evidence: completed the NVQ award or are working toward this. Some of the catering and domestic staff also have an NVQ. Care Homes for Older People Page 22 of 27 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People using the service benefit from a care home that is effectively run by an experienced and competent manager. The manager is accessible to the people in the home and spends time with them ensuring their views inform the running of the home. The quality of the service is monitored both informally and formally to ensure the highest standards of care. The health and welfare of the people living in the home is promoted and safeguarded. Evidence: There have been no changes to the management of the care home since the last inspection. The registered manager is qualified to manage the service and has an excellent understanding of the needs of the individuals in the home. The manager spends time speaking with the residents on a daily basis to ensure they are happy with the service they are receiving. Care Homes for Older People Page 23 of 27 Evidence: Monthly quality audits of the home are carried out by a member of the senior management team and sent to the manager of the home to action any requirements. Monthly residents meetings and twice yearly relatives meetings are held as an opportunity to gather feedback from people about the service. An annual quality review of the service takes place that includes sending surveys to people in the home and to their relatives to ask their views. The results are collated into a report and shared with the people using the service. An independent person is used to help people to complete the surveys if they need support. People are supported to manage their own money safely where they can or they can choose to deposit money with the home for safe keeping. Where this is the case monies are held securely and a robust record keeping system is in place. There were no areas of health and safety concern noted during the inspection. The manager has risk assessments in place and all staff have received training in health and safety, food hygiene, infection control, 1st aid and fire safety. All equipment in the home is in good working order and is serviced regularly. Care Homes for Older People Page 24 of 27 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 25 of 27 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 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 12 It is recommended that care staff record informal activities that they do with people so that the manager can monitor that peoples social needs are being met on a daily basis. Care Homes for Older People Page 26 of 27 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. Copyright © (2008) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 27 of 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!