Inspection on 11/06/07 for Eagle View Care Home Ltd

This inspection was carried out on 11th June 2007.

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

Eagle View Care Home Ltd 12/07/06

Eagle View Care Home Ltd 08/12/05

Eagle View Care Home Ltd 13/05/05

Eagle View Care Home Ltd 04/10/04

Eagle View Care Home Ltd 05/05/04

Similar services:

Snydale Care Home

Abbey The

Larchfield Manor

Hawkhills

Beeches The - North Yorkshire County Council

The Grove Waltham

Carentan House

Ravensworth Lodge

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

CARE HOMES FOR OLDER PEOPLE Eagle View Care Home Ltd Phoenix Drive Scarborough North Yorkshire YO12 4AZ Lead Inspector Pauline O’Rourke Key Unannounced Inspection 09:30 11th July 2007 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address DS0000046580.V334117.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. DS0000046580.V334117.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Eagle View Care Home Ltd Address Phoenix Drive Scarborough North Yorkshire YO12 4AZ 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) 01723 366236 01723 369050 Eagle View Care Home Ltd vacant post Care Home 40 Category(ies) of Dementia - over 65 years of age (31), Old age, registration, with number not falling within any other category (9) of places DS0000046580.V334117.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 12th July 2006 Brief Description of the Service: Eagle View is a care home providing personal care and accommodation for 31 older people who have a dementia, and 9 older people. Executive Care Management Limited owns the home. The home was purpose built in November 2003. It is situated on the outskirts of Scarborough. The accommodation is provided on three floors. All bedrooms provide ensuite facilities, and there is a passenger lift to each floor. The home has access to grounds. Due to the position of the building, some of the garden area is not suitably accessible. However, there are two areas of outdoor seating to a patio area. The fees for Eagle View range from £385 to £475, the amount charged is dependent on an assessment of need. This amount does not cover toiletries, chiropody, hairdressing or daily newspapers. Information about the home is provided in a Statement of Purpose and Service User Guide these documents are available in the entrance hall and on request. DS0000046580.V334117.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The key inspection has used information from different sources to provide evidence for this report. These sources include: • • • • Reviewing information that has been received about the home since the last inspection. Information provided by the registered person on an pre-inspection questionnaire Comment cards returned from people living at Eagle View, health and social care professionals. A visit to the home (carried out) by two inspectors that lasted for two and a half hours. During the visit to the home twelve people who live there, four staff and one visitor were spoken with. Care records relating to four people, four staff members and the management activities of the home were inspected. Care practices were observed, where appropriate, and time was also spent watching the general activity within the home. This enabled the inspector to gain an insight of what life is like at Eagle View for the people living there. The manager was available to assist throughout the visit and was available for feedback at the close. What the service does well: During the inspection people were seen to be relaxed and getting on with the staff. The interactions seen allowed people who were frail to keep a sense of dignity and they were treated with respect. People were able to choose whether they wanted to be a part of the group activities or be by themselves. Several people said that the staff were always ‘friendly’ and ‘a bit of fun’ Everyone who lives at Eagle View has a care plan, this document outlines the help required by people. These plans contained personal histories and reflected the individuals they were about. The manager makes sure that these plans stay up to date. People can see their own doctor and help is provided to make sure other health appointments are kept such as with the chiropodist. An activities organiser helps to provide activities to do during the day such as listening to music, armchair exercises, crafts and quizzes. The staff are properly checked before they start working at Eagle View. Once they start work they receive training to help them do their job properly and safely. There are enough staff on duty every day to help the people in the home. DS0000046580.V334117.R01.S.doc Version 5.2 Page 6 The home is well maintained, clean and odour free. It provides space for the service users to move about in. They each have their own bedroom and can personalise this if they want to. The manager makes sure that all the equipment used in the home is regularly checked to ensure it is safe to use. She also makes sure that any accidents or incidents are properly recorded and reported to the Commission for Social Care Inspection when necessary. What has improved since the last inspection? What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. DS0000046580.V334117.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection DS0000046580.V334117.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 3, 6 does not apply. People who use the service experience good quality outcomes in this area. People who use this service can be sure that their individual needs will be assessed prior to moving in to the home. This will allow staff to provide the support they require. We have made this judgement using a range of evidence, including a visit to this service. EVIDENCE: Four case files were examined. The manager always carries out pre-admission assessment visits to people either at home or in hospital. The manager visits everyone thinking about moving in to Eagle View, irrespective of whether there is a care manager involved. Admissions are not made to the home if the person’s needs cannot be met. People are encouraged to visit the home prior to making any decision and where this is not possible or practical the families are encouraged to visit. A relative spoken with said they were provided with adequate information prior to the admission. DS0000046580.V334117.R01.S.doc Version 5.2 Page 9 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 and 10. People who use the service experience good quality outcomes in this area. People receive the care and support they need and this is reflected in the care plan. The staff provide support in a sensitive way that promotes the persons’ independence and dignity We have made this judgement using a range of evidence, including a visit to this service. EVIDENCE: Each of the four case files seen contained an initial care plan covering the first 72 hours of their stay. During this time a more comprehensive document covering the persons life history, a psychological, social, manual handling, nutritional and pressure care assessment is developed. The plans were pertinent to the individual concerned containing other assessments and information about communication needs, continence and preferences as to the gender of carer preferred. They were especially detailed when looking at the differing behaviours of the people with dementia and how staff should respond to these behaviours so that people didn’t become overly agitated. Each part of DS0000046580.V334117.R01.S.doc Version 5.2 Page 10 the plan was reviewed on a monthly basis. The files also contained details of visits by other professionals. The case files contained evidence that the people in the home access their GP and other health care professionals this was confirmed when speaking to the people in the home. Feedback received from people in the home indicated that they receive medical treatment when they need it. Feedback received from a GP indicated that the manager and staff demonstrate a clear understanding of the care needs of the people they care for. They also indicated that there is always someone senior to discuss any issue with. They were satisfied with the overall care provided to their patients. There is a policy for the handling of medication. Staff who administer medication are seniors, and have all but two have completed the ‘Learning Distance Course in the Safe Handling of Medication’. Training is planned for these staff in September 2007 and in the interim they have received in-house training from the manager plus regular supervision. The storage facilities are appropriate and there is a separate lockable cupboard for controlled drugs. The medication fridge is monitored on a daily basis and a record is kept. The medication round was observed and the member of staff administered the medication in a safe and appropriate manner. The records seen were up to date and accurate. Evidence was available in the service user files to show that the medication is reviewed annually or more regularly if necessary. There is no one at this time that self-medicates. Throughout the site visit the staff were observed treating people with dignity and respect at all times. When spoken with the staff were clear on how and why everyone’s privacy should be respected. Training is provided around the issues of privacy and respect in the induction period of the staff. People spoken with said that their visitors could see them in private and any health professional visiting would use either the person’s bedroom or the treatment room for a visit. People said that they are always in their own clothes and visitors also said that when they visited their relatives they were appropriately dressed and looked smart. DS0000046580.V334117.R01.S.doc Version 5.2 Page 11 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 and 15. People who use the service experience good quality outcomes in this area. People are able to make choices on a daily basis and are supported to do this by the staff. They enjoy a good and varied diet and a social and the recreational programme continues to be developed. We have made this judgement using a range of evidence, including a visit to this service. EVIDENCE: People in the home said that they could follow their own routine during the day. The home is set out on three floors and there is a lounge on each floor. A member of staff is assigned to spend time in the lounge and encourage people to join in with discussions, painting, music and general chatting. There is a weekly plan of activities run by the activities organiser and these include armchair exercises, reminiscence sessions, board games, art and crafts. On the day of the visit no one was using the outside area where seating and tables has been provided. Feedback from a care manager indicated that they felt there should be more activities provided. The manager said that the staff try to engage people when they are in the lounges and the activities organiser also helps this process. DS0000046580.V334117.R01.S.doc Version 5.2 Page 12 There is a visitors policy in place and people spoken with said that their visitors could come at anytime during the day. One visitor spoken with said that she called at anytime and always found the staff to be welcoming and friendly. She said that the manager keeps her informed of any issues relating to her relative. The home has a weekly menu and there are choices available at each meal. Staff support people in making their own choice as to what they want either by asking before the meal or directly when they are sat at the table. People spoken with said that the food was good and they always had a choice. If they did not like either of the available choices then alternatives would be offered. The mealtime observed was not rushed and staff assisted as necessary anyone who required help. There was specialist cutlery available and people were able to choose to use a spoon rather than a knife and fork. The cook only has diabetic specialist diets to cater for and they receive the same meals as everyone else but without the sugar. As part of the admissions process food likes and dislikes are identified along with any allergies. DS0000046580.V334117.R01.S.doc Version 5.2 Page 13 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18. People who use the service experience good quality outcomes in this area. People and their representatives are able to express their concerns through the complaints procedure and are protected from abuse, so their rights are protected. We have made this judgement using a range of evidence, including a visit to this service. EVIDENCE: A complaints procedure is in place and contains all the elements required by the Care Homes Regulations 2001. It is contained in the Statement of Purpose and Service User Guide and is displayed in the front entrance hall. Questionnaires received as part of the inspection process indicated that people knew whom they would complain to if they were unhappy. However people spoken with during the inspection did not appear to know how to make a complaint. A record is kept of complaints received and of the outcome. Staff spoken with said they would take any concerns or complaints they had to the manager. There have been no complaints reported to the Commission since the last inspection. Staff spoken with were aware of their responsibilities in respect of reporting possible abuse and they were clear about the Whistle Blowing policy. Policies are in place to ensure that staff do not have any responsibility for people’s finances or personal affairs. All staff are subject to a POVAFIRST and/or a DS0000046580.V334117.R01.S.doc Version 5.2 Page 14 Criminal Records Bureau disclosure before they commence their employment. This allows the manager to decide if they are suitable to work with vulnerable adults. DS0000046580.V334117.R01.S.doc Version 5.2 Page 15 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19 and 26. People who use the service experience good quality outcomes in this area. People live in a warm, comfortable and safe environment. They can access all areas of the home, which encourages independence We have made this judgement using a range of evidence, including a visit to this service. EVIDENCE: Eagle View is a purpose built and laid out over three floors. There are small lounges and dining areas on each floor and there is a passenger lift that allows people to access all areas. The bathrooms are large and are equipped with hoists so people can be assisted in to the bath. These rooms were found to be clean and hygienic. The home is new and all safety certificates were up to date. There is a handyman employed to ensure that small tasks are completed quickly such as replacing light bulbs. The bedrooms are all single ensuite rooms and some of those seen had been personalised by the occupant. DS0000046580.V334117.R01.S.doc Version 5.2 Page 16 There was no evidence that the environment is made easier for people with short-term memory problems or dementia to get around. The laundry is situated on the lower ground floor and has two washers both with sluicing facilities. The staff employed were aware of the infection control policy and were seen to be using protective clothing when necessary. DS0000046580.V334117.R01.S.doc Version 5.2 Page 17 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 and 30. People who use the service experience good quality outcomes in this area. People are supported by staff who receive regular training and in sufficient numbers to ensure they are properly supported We have made this judgement using a range of evidence, including a visit to this service. EVIDENCE: The staffing levels at Eagle View are consistently at the level agreed during the registration process. The care staff are supported by seniors who in turn are supported by the manager. All the staff have either a Criminal Records Bureau disclosure or a POVAFIRST check whilst waiting for a Criminal Records Bureau disclosure. The four staff files seen contained a completed application form, two written references, and training and development notes. Training is offered on a rolling programme by a separate part of the company that owns Eagle View. This training covers, health and safety issues, first aid, infection control, fire safety, and manual handling. Evidence was also available that a dementia awareness course is also provided to all staff. There is also a rolling programme for National Vocational qualification level 2 in care and the senior carers are encouraged to complete the National Vocational qualification 3 and if possible level 4. The staff spoken with said that they received formal supervision and this was confirmed by the manager and records were seen in their files. DS0000046580.V334117.R01.S.doc Version 5.2 Page 18 The staff were observed during the visit treating people with respect and dignity in all interactions. They took time with the people in the home and asked for their choices even when it was difficult for them to understand. People spoken with said that the staff treated them well and that they were well cared for. A care professional said ‘I think staff at the care home do respect people and treat them as individuals. When I have asked them to support someone in a particular way they have done this’. DS0000046580.V334117.R01.S.doc Version 5.2 Page 19 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35 and 38. People who use the service experience good quality outcomes in this area. People live in a home where the management is in place to protect their health and safety We have made this judgement using a range of evidence, including a visit to this service. EVIDENCE: The manager has been in post now for two years and the Commission still have not received a properly completed application to register. An application must be received by the Commission of Social Care Inspection in order that she remains as the manager. She receives support from the area and service managers within the organisation. She had a good understanding of the issues around older people and the aging process. The staff said that she DS0000046580.V334117.R01.S.doc Version 5.2 Page 20 operates an open door policy and often helps staff with their daily tasks. On the day of the visit she was cooking as the regular cook had called in sick. The feedback received said the manager was approachable. People spoken with said that she always takes time with them if they want to speak to her and interactions observed during the site visit confirmed this. Feedback received form a care manager said: ‘I don’t have any concerns regarding current care provision at Eagle View. If the manager isn’t available when I contact the home she always makes the time to return the call’. There is a quality assurance system in place. This consists of monthly visits as required by regulation 26 of the Care Homes Regulations 2001, there are also staff and service user meetings as well as questionnaires that go out to stakeholders ever three months. This information is then used to plan the day-to-day programme as well as an annual programme of development. The minutes of the meetings were seen and covered areas such as activities, food and entertainment. To allow all the people who live in the home to contribute to surveys the manager should look at introducing pictorial questionnaires. Personal monies are held in the safe at the request of people in the home. The cash and records were seen and all totals balanced. Receipts are also maintained and these are kept with the financial records. There is a health and safety policy in place and staff are encouraged to read it every year. The equipment in the home is serviced at the necessary intervals for each one. The lift is serviced every three months. The fire alarm systems are serviced annually and the alarms are tested weekly every Wednesday. The staff have received training in manual handling, first aid, infection control, health and safety and fire awareness. This is arranged in-house and staff confirmed they had been on the training and if they missed it they were aware of when it was due again. All accidents are recorded and where necessary reported to the Commission. The records are used in the care planning process DS0000046580.V334117.R01.S.doc Version 5.2 Page 21 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 2 X X X X X X 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 2 X 2 X 3 X X 3 DS0000046580.V334117.R01.S.doc Version 5.2 Page 22 Are there any outstanding requirements from the last inspection? NO STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action 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 OP7 Good Practice Recommendations Staff should keep a daily record of peoples activities. This information can then be used to inform the care planning process and if necessary can be used to monitor general health and wellbeing. The complaints policy should be provided in different formats to allow everyone living in the home an understanding of it. The manager should look at providing environmental prompts around the building to assist people with dementia in recognising the differing rooms. The manager should look at introducing different styles of questionnaires to the people in the home to allow everyone the chance to express their views on the home and staff. 2. OP16 3 OP19 4 OP33 DS0000046580.V334117.R01.S.doc Version 5.2 Page 23 Commission for Social Care Inspection York Area Office Unit 4 Triune Court Monks Cross York YO32 9GZ 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. 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