Inspection on 11/11/08 for Eastlake

This inspection was carried out on 11th 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

Eastlake 14/11/07

Eastlake 14/11/06

Eastlake 18/10/05

Eastlake 23/06/05

Eastlake 18/01/05

Eastlake 15/06/04

Similar services:

The Shelley

Springfield House

Sutton Lodge Nursing Home

St Helier`s Residential Hotel

1 Marten Road

St Joseph`s

Ridgemount

Wingham Court

Extracts from inspection reports are licensed from CQC, this page was updated on 31/03/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Eastlake Eastlake Nightingale Road Godalming Surrey GU7 3AG     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: Mary Williamson     Date: 1 1 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: Eastlake Nightingale Road Eastlake Godalming Surrey GU7 3AG 01483413520 Telephone number: Fax number: Email address: Provider web address: linda.grout@anchor.org.uk Name of registered provider(s): Name of registered manager (if applicable) Ms Linda Ann Grout Type of registration: Number of places registered: Anchor Trust care home 52 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia mental disorder, excluding learning disability or dementia old age, not falling within any other category Additional conditions: 1 The registered person may provide the following catergory/ies of service only : Care home only - (PC) to service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Mental disorder, excluding learning disability or dementia (MD) Old age, not falling within any other category (OP) Dementia (DE) 2 The maximum number of service users to be accommodated is 52 Date of last inspection Brief description of the care home Eastlake is registered to provide accommodation and care to fifty one older people. The home is located in a residential area in Godalming, Surrey and is close to the post Care Homes for Older People Page 4 of 27 Over 65 0 0 0 0 0 0 Brief description of the care home office, local shops and pubs with excellent bus and train routes to nearby towns. Accommodation is on two floors accessed by stairs or a lift and split into four independent living units with a communal lounge, dining area and kitchen. The home has an office, main kitchen, laundry, bathrooms, toilets and bedrooms have en-suite facilities. The home has a courtyard and an attractive garden which is private, secure and accessible. Private parking is available. The fees at the home range from £500 per week to £900 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: The star rating for this service is a two star rating. This means that people who use the service experience good quality outcomes. This was the first site visit of a key inspection and was unannounced. Mary Williamson Regulation Inspector carried out the inspection over a period of five and a half hours. The deputy manager was present for the commencement of the inspection and was relieved by the Registered Manager Mrs. Linda Grout after an hour. The people who live in Eastlake prefer to be called residents which is the term used throughout the report. Care Homes for Older People Page 6 of 27 A tour of the premises was undertaken and records relating to the care of the residents and the management of the home were examined, which included needs assessments, care plans, medication records, risk assessmnets, menus, staff employment and training profiles and health and safety practice. It was possible to meet most of the residents and talk with some in more detail than others. It was also possible to meet with visiting relatives and get some comments and feedback, which were all positive. Staff were interacting in a professional and caring manner with residentss. It was possible to talk with some of the staff on duty both individually and in groups regarding the training they had undertaken and what it is like to work in the home. An Annual Quality Assurance Assessmnet (AQAA) was completed by the manager and submitted to CSCI prior to this inspection. This provided us with detailed information regarding the home and some numerical information we also require. The CSCI would like to thank the residents, relatives and staff team for their assistance and hospitatily during this inspection process. 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 8 of 27 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 9 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 10 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. Prospective residents have access to sufficient information to help them make an informed choice about living in the home. Contracts of occupancy are in place, and residents have their needs assessed prior to being admitted to the home. Evidence: The home has a statement of purpose and residents guide in place. This is available to all prospective residents and their relatives in order to provide them with sufficient infromation to help them make an informed choice about living in the home. A copy of this document is located in individual bedrooms for information. All residents have a needs assessment undertaken prior to being admitted to the home. These pre admission needs assessments are undertake by the manager or a senior member of staff in odrer to provided as much information as possible to establish if the home can met specific and individual needs. A selection of these were Care Homes for Older People Page 11 of 27 Evidence: sampled during the inspection and found to be informative and detailed. Assessments may be undertaken during a visit to the home, in hospital or in a residents own home. Contracts of occupancy are in place. These outline the accommodation offered, the care provided, the fees charged and the method and frequency of payment. The manager advised that intermediate care is not provided, so Standard 6 does not apply and has not been assessed. Care Homes for Older People Page 12 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. Individual care plans are well written, outlining the care to be provided and the outcomes to be achieved. Appropriate arrangements are in place to meet the health care needs of residents. The medication procedure protects residnets, who are treated with dignity and respect. Evidence: All residents have an individual care plan in place. These are written with information gathered from the pre admission needs assessment, input from the resident whenever possible, and infromation from relatives and other health care professionals. A selection of care plans were sampled on various units. These are well written and outline the care to be provided and outcomes expected. Identified risks have been assessed and included in individual care plans, which are reviewed and updated regularly. Arrangements are in place to meet the health care needs of residents. All are registered with a local GP, and the manager stated that they receive good support Care Homes for Older People Page 13 of 27 Evidence: from the doctors and the district nursing service. The dentist was visiting the home during the inspection and arrangements are in place for the optician to visit or residents may make their own appointments privately. Physiotherapy is available on request, and specialist input can be accessed through the GP. The home has a medication policy and procedure in place and all staff who administer medication are familar with this policy. The medication administration procedures were sampled on Violet Unit. Boots the Chemist supplies all the medication to the home mainly in blister pack format. They also undertake audits of medication, and staff training. The medication recording charts (MAR) were seen. These are well maintained and include a photograph of identification, and known allergies. One of the the administration staff in the home is a former pharmacist who can also undertake audits of medication and provide monitoring and advice. Each unit has its own medication storage facilities, and there is a central medication storage room located on the ground floor. Privacy and dignity is observed. Staff were seen interacting with residents in a polite and professional manner. Staff were seen to knock on bedroom doors prior to entering. Keys are provided for individual rooms on request. There are ample facilities throughout the home for residents to have visits in private. Care Homes for Older People Page 14 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. The leisure and activity arrangements in place meet the individual and collective needs of the residents. Family and community links are maintained. The catering arrangements in place are good and meet the residents assessed nutritional needs. Evidence: The home has a leisure activity programme in place that meets the individul and collective needs of residents. This is overseen by two leisure activity coordinators employed in the home. Activities include board games, ball games, music and movement, art and craft, and garden activity in the summer for example planting hanging baskets. The home hired a mini bus for July and August to provide residents with the opportunity to have trips to the coast, gadren centres, and places of interest. The manager informed the inspector that the mini bus will be available again from 15/11/2008 to facilitate Christmas shopping, outings to see Christmas lights, and pantomimes. Residents were looking forward to their trips out. During the visit residents were watching the rememberance day service on television and the chef made a big poppy cake to commemorate this event. Residents explained Care Homes for Older People Page 15 of 27 Evidence: how they enjoy their bingo evenings as it makes them feel like they are going out. Film shows are also arranged and residnets get to choose what they watch. Family links are maintained and relatives can visit at any reasonable time. They can also arrange to have a meal, attend reviews of care and home functione. A relative stated that she is kept well informed of events and changing needs. The catering arrangements in the home are satisfactory. Meals are prepared in the main kitchen and taken to individual units in heated trollys where food is served by the care staff. There is a choice of main course and desert. The food offered for lunch was appetising, well presentes, fresh, and wholesome. The menus are planned over a four week period on the input of residnets, staff knowledge of likes and dislikes and nutritional needs. Several residents and relatives gave very positive comments about the food. Sensitive support is offered to residnets who require help with feeding. Drinks and snacks are available throughout the day, and home baked cakes are also provided. The kitchen was visited and is well managed, clean and orderly. All the appropriate records relating to food safety are in place. 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. The complaints procedure and the safeguarding vulnerable adults procedures in place protect the residents living in the home. Staff receive appropriate training regarding these procedures. Evidence: The home has a commplaints procedure in place. This is included in the residents information guide which is located in individual bedrooms. There is also a copy displayed in the main reception area. During discussion with residents and relatives they were aware of this policy and felt confident that if they had a complaint this would be delt with effeciently. There is a complaints and compliment log maintained and three complaints were noted since the last inspection all of which were managed well and in line with the homes policy. Several thank you cards and letters were seen which all include very positive comments regarding the staff, the home, and care provided. The home has a safeguarding vulnerable adults procedure in place and all staff undertake training in abuse awareness which is included in induction training. During discussion with staff they were aware of this and were confident that if an incident presented itself that this would be delt with accordingly. The manager stated that in the event of an incident or allegation of abuse the home would follow the Surrey MultiAgency procedure. An up to date copy of this procedure is held in the home for staff to Care Homes for Older People Page 17 of 27 Evidence: refer to if needed. The manager and all the senior staff have attended training in Surreys safeguarding procedures. 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents live in a safe, well-maintained, and comfortable home that is suitable for its stated purpose. Accommodation is spacious and meets residents individual and collective needs. The standard of cleanliness is excellant. Evidence: A tour of the premises was undertaken. Accommodation is arranged over four units with each unit having its own lounge, dining room, and kitchenette. Each unit is decorated to a high standard and comfortably furnished. Some units have a quite area where residents can sit, or have viistors in private. The home has been adapted to meet the residents mobility needs. There is an assisted bathroom and shower room on each unit and toilets have raised seats and arm rests. Electronic overhead hoists are available in some bedrooms and several portable hoists are in use. Call bells have been installed appropriately throughout the home. There is a shaft life to access the first floor and ramps to access the gardens. Individual bedrooms are tastefully decorated and furnished, and have been personalised to reflect individual personaliteis. The manager has a keen interest and sound understanding of residents with dementia and has introduced memory aids so that some residents can easily recoganise their own room. Care Homes for Older People Page 19 of 27 Evidence: The standard of cleanliness and hygiene is excellent and the team of housekeepers maintain this standard over a seven day rota. The home was odour free. There is an infection control policy in place and all staff undertake training in this. Disposable gloves and aprons are provided and staff were observed washing their hands frequently. The laundry is located on the ground floor and is well equipped and well maintained. This was well organised and the laundry assistant was familar with infection conntrol policies and procedures. There is also a contract in place for the collection of clinical waste. 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. A competent, and well established staff team are employed to meet the assessed needs of the residents. The recruitment procedures in place protect the residents living in the home. Evidence: The home benefits from a well established core staff team that have been working in the home for several years. Staff are allocated to individual units on a daily basis and have the skills and competence necessary to meet the assessed needs of the residnets. Staff stated that they are key workers to an average of three residents and that they like working on all the units in the home. The organisation is committed to the ongoing training and development of its workforce, and employs a corporate trainer to oversee staff development. All staff undertake induction training in line with Skills for Care. The manager advised that over 60 of the staff are trained to NVQ level 2 or above. Individual staff training and develpoment profiles are in place. The home follows a robust recruitment procedure. Three staff employment files were seen. These are well maintained and include a written application form, two written references, an employment history and a Criminal Records Bureau (CRB) disclosure. Care Homes for Older People Page 21 of 27 Evidence: 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. The home is very well managed in the best interests of the residents. Financial interests are safeguarded. The health, safety, and welfare of the residents and staff are observed, to promote best practice and a safe working environment. Evidence: The home is well managed by an experienced manager who has been in post for several years. She has a Registered Managers Award (RMA), and is an NVQ assessor and internal verifer. She has a sound knowledge and understanding of the needs of the residents she cares for, and since the last inspection has achieved a Diploma in Dementis Care Matters. She operates an open and inclusive management style and the reidents, relatives and staff spoken to felt well supported by her. There are two deputy managers in post both of whome are working towards their RMA. Systems are in place to monitor quality assurance. Monthly regulation 26 visits are Care Homes for Older People Page 23 of 27 Evidence: undertaken and reports retained in the home for information. Questionnaires are sent to residents, relatived and other stakeholders and feedback acted upon and published in the homes newsletter. Audits of health and safety, catering, medication, records, and housekeeping are undertaken monthly and records maintained. There is a policy in place to safeguard residents financial interests. The administration staff operate individual personal money accounts for residnets which is used to pay for hairdressing, chiropody, newspapers, and sundries. Receipts are retained for all financial transactions. Staff do not act as apointee for residnets and a designated representative wil manage financial affairs for residnets who lack capacity. Formal staff supervision is in place. There is a chart in the administration office outlining the supervision groups and the ferquency of this. A wide range of corporate health and safey policies and procedures were seen throughout the day. All staff receive training in healthe and safety during their induction period. Mandatory training is also in place and included manual handling, first aid, infection contron, and food hygiene. This training is updated yearly. Fire safety is observed and there is a contract in place for the maintenance of fire fighting equipment and emergency lighting. All staff undertake fire safety training. Accidents and incidents are recorded appropriately and actioned accordingly. 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 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!