Inspection on 10/01/07 for Eleanor Palmer Trust Home

This inspection was carried out on 10th January 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

Eleanor Palmer Trust Home 13/02/06

Eleanor Palmer Trust Home 21/07/05

Eleanor Palmer Trust Home 16/02/05

Eleanor Palmer Trust Home 24/09/04

Eleanor Palmer Trust Home 16/02/04

Similar services:

Henry Nihill House

Birchwood

The Infirmary

Orchard House Nursing Home

St Josephs Rest Home

Red Court Nursing Home

Spinney (The)

Queen Elizabeth House

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

CARE HOMES FOR OLDER PEOPLE Eleanor Palmer Trust Home 27 Cantelowes House Spring Close Barnet Hertfordshire EN5 2UR Lead Inspector David Hastings Key Unannounced Inspection 10th January 2007 09:45 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 Eleanor Palmer Trust Home DS0000010427.V303374.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. Eleanor Palmer Trust Home DS0000010427.V303374.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Eleanor Palmer Trust Home Address 27 Cantelowes House Spring Close Barnet Hertfordshire EN5 2UR 020 8364 8003 020 8449 7215 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) Eleanor Palmer Trust Ms Diane Burgess Care Home 32 Category(ies) of Old age, not falling within any other category registration, with number (32) of places Eleanor Palmer Trust Home DS0000010427.V303374.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 13th February 2006 Brief Description of the Service: The Eleanor Palmer Trust is a care home registered to provide care for 32 older people. The home is owned by a registered charity called The Eleanor Palmer Trust. A board of Trustees manages it. The homes aims and objectives state that it provides accommodation where sensitive and skilful care is available and it aims to enable service users to live as normal a life as possible within an environment where they are respected. Eleanor Palmer is a purpose built care home on two floors. A lift shaft connects the two floors. There are thirty single bedrooms and one double bedroom. On the ground floor are interconnected lounge areas, a dining room, a reception area, and the main office, kitchen and laundry room. On the first floor, in addition to bedrooms, there is a large meeting room a kitchenette and the managers’ office. There is a communal assisted bathroom on each floor. There are gardens to the side and the rear of the home as well as the patio area. The gardens are paved and are accessible to service users. The Eleanor Palmer Trust Home is in a pleasant residential area of High Barnet close to local shops and amenities. The current scale of charges is £465 per week. A copy of this report is available on the CSCI website or/and from the home. Eleanor Palmer Trust Home DS0000010427.V303374.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced inspection took place on Wednesday 10th January 2007 and lasted six hours. Nine residents and four staff were interviewed and care records were examined. A partial tour of the building took place. The CSCI pharmacist inspector also visited and examined medication records at the home. The registered manager and staff were open and helpful throughout the inspection. Prior to the inspection thirteen feedback forms were received by the CSCI from service users or their relatives and ten forms from social workers and health care professionals. The majority of the feedback received was very positive regarding the service. Comments about the service included “this home is full of happiness” and “I have been very impressed with the commitment shown by staff and managers”. What the service does well: What has improved since the last inspection? Three requirements were issued at the last inspection relating to medication and service user’s meetings. All three requirements have been complied with. Service users can have a say in how the home is run and medication procedures have been further clarified. Eleanor Palmer Trust Home DS0000010427.V303374.R01.S.doc Version 5.2 Page 6 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. Eleanor Palmer Trust Home DS0000010427.V303374.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 Eleanor Palmer Trust Home DS0000010427.V303374.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 3 (6 not applicable) Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Service users are properly assessed prior to entering the home ensuring that the home is able to meet their needs. EVIDENCE: Four service user plans were sampled. All files had assessments completed by the Local authority or Health Authority. These were suitably detailed. The assessment undertaken by the home compliments the initial assessment and provides other information relevant to the service users stay in the home. A service user told the inspector that, “ I chose the home myself and have not regretted it”. Other comments from service users indicated that they generally had enough information about the home before they made a decision to move in. There was evidence that reviews took place after four to six weeks of the service user being in the home. The home also encourages “guest days” where service users can visit the home. Eleanor Palmer Trust Home DS0000010427.V303374.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 and 10 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. The homes care plans, risk assessments and reviews are clear and up to date. This allows any changes in need to be identified and dealt with appropriately. Service users have good access to health care professionals and are treated with respect. The home has good systems in place in relation to the receipt, administration and disposal of medication. EVIDENCE: The care plans in the home are easy to follow with alerts on the front sheet designed to draw the readers’ attention to specific difficulties experienced by the service users. Service users abilities are recorded as well as areas where extra support is needed. The plans cover all aspects of care including recreation, mobility and personal care. The plans include risk assessments for all areas of activity of service users. The new format is easy to follow and includes actions to be undertaken to minimise risk. The plans are also reviewed on a monthly basis. There is evidence that these plans are reviewed more regularly if there is Eleanor Palmer Trust Home DS0000010427.V303374.R01.S.doc Version 5.2 Page 10 deterioration in service users abilities. The manager advised that they receive support from the Mental Health Care of Older peoples’ team, the falls clinic, GP and other primary care services should the need arise. All service users are registered with a GP of their choice. Service users confirmed to the inspector that they had good access to health care professionals and that they were treated with respect. Service users said that staff were respectful and carried out personal care tasks in an appropriate manner, ensuring privacy and dignity at all times. One service user said, “I respect them and they respect me”. The CSCI pharmacist undertook an inspection of the home’s medication receipt, administration and disposal. The report will be sent to the home and kept on the CSCI file and will be referred to in the next inspection report. The two requirements issued at the last inspection relating to medication have now been complied with and two recommendations have been issued as a result of this inspection. Eleanor Palmer Trust Home DS0000010427.V303374.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14 and 15 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Service users in Eleanor Palmer Trust Home are encouraged to participate in activities arranged by the home. This promotes mental and physical exercise to maintain stimulation and minimise boredom. Visitors to the home are encouraged and made welcome. Service users receive a wholesome, appealing balanced diet in pleasing surroundings. Staff encourage service users to exercise choice and control over their lives. EVIDENCE: The home has a dedicated activities organiser who is responsible for ensuring service users are adequately stimulated during the day. These include board games, Tai Chi and reminiscence. On the day of inspection some service users were playing board games and others were resting in the lounge and their bedrooms. The home has a room upstairs which is used as a reminiscence room. The room is well decorated with posters and pictures of old Barnet and surrounding areas relevant to peoples’ background and history. The home has a mini bus and the manager informed the inspector that about half the service users attend church every Sunday. Service users said they had enough to do and it was clear that staff enjoyed spending time with the service Eleanor Palmer Trust Home DS0000010427.V303374.R01.S.doc Version 5.2 Page 12 users as much as the service users enjoyed the company of staff. Evidence seen from the visitor’s book indicated that service user could have visitors at any reasonable time. Service users confirmed that this was the case. One visitor to the home that the inspector spoke with said the staff were very kind and welcoming. A requirement was issued at the last inspection that service user meetings must take place on a regular basis. Service user meeting minutes were seen and service users confirmed that meetings took place. The requirement has now been complied with. One service user said, “You can talk about anything”. Meeting minutes indicated that menus are regularly discussed and the cook attends these meetings. Service users were very positive regarding the food at the home and the cook was aware of service users likes and dislikes. The staff sit and eat lunch with service users. This is an excellent care practice as service users are encouraged to eat and well as enjoying the social aspect of mealtimes. Vegetables are provided in serving dishes at the table so service users can help themselves to more if they want. Lunchtime was relaxed and sociable. Throughout the inspection there were examples of staff offering choice to service users including meals and activities. Care plans clearly indicated the need to offer choice to service users and service users confirmed this. Eleanor Palmer Trust Home DS0000010427.V303374.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 inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Service users live in a home that has a complaints procedure, which is accessible and transparent. This allows service users and their relatives to express their views about the quality of the service provided. Service users are protected from abuse by appropriately trained and knowledgeable staff as well as robust protection procedures. EVIDENCE: The home has a satisfactory complaints procedure and service users were clear about what they would do if they had a complaint. There has been one complaint since the last inspection and this has been appropriately dealt with as an adult protection issue. One service user said, “You can openly complain about anything”. Another service user commented that, “The manager doesn’t take any nonsense, if you have a complaint she sees it through”. Staff interviewed were aware of the issues surrounding the protection of vulnerable people and knew the types of abuse to look out for as well as the need to report any suspicions to the appropriate authorities. The manager is very clear about the procedure for protecting service users from abuse and where appropriate shares information correctly and without delay. Staff have undertaken training in adult protection. Eleanor Palmer Trust Home DS0000010427.V303374.R01.S.doc Version 5.2 Page 14 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 19 and 26 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home is maintained and decorated to a very good standard and domestic staff work very hard to ensure that the home is clean. EVIDENCE: Vacant rooms are decorated and any maintenance issues are appropriately reported. The home has a very nice garden, which service users can enjoy during warmer months. There appears to be sufficient domestic staff on duty and all parts of the home were clean and free from offensive odours throughout. Service users confirmed that the home was always clean. There are good systems in place to control infection and all toilets had antiseptic soap and paper hand towels available. Staff have undertaken training in infection control. Washing machines have a sluice cycle. Eleanor Palmer Trust Home DS0000010427.V303374.R01.S.doc Version 5.2 Page 15 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 and 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. There are sufficient numbers of staff to met the needs of the service users. Staff in the home have access to ongoing training. This further increases their skills making the care provided to service users more professional and consistent. Service users are protected by the home’s recruitment procedures. EVIDENCE: The duty rota was examined and there appeared to be sufficient staff on duty to meet the needs of service users. On the day of the inspection there were twenty-four service users at the home. There were four care staff, a senior carer and the manager. In addition, there were seven ancillary staff working at the home. Service users spoken to said they were satisfied with the number of staff on duty. One service user commented that the staff were, “doing everything for our needs”. Another service user commented, “I don’t know how they could do better”. The home employs 26 Care staff. Eleven have completed NVQ level 2 and two are in the process of completing NVQ level 3. The home is committed to supporting staff to continue NVQ training. The files of the three most recently employed staff were examined. These files all contained the information required by regulation including CRB disclosures, proof of identity and two written references. Eleanor Palmer Trust Home DS0000010427.V303374.R01.S.doc Version 5.2 Page 16 Staff in the home have access to ongoing training, which is provided externally. All Staff have training profiles. Some staff have completed training including falls prevention, train the trainers and safe handling of medication. Staff interviewed were positive about the training opportunities available to them. The manager has a training overview for all staff to highlight the need for refresher courses and mandatory training requirements. Eleanor Palmer Trust Home DS0000010427.V303374.R01.S.doc Version 5.2 Page 17 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35 and 38 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home is well managed and there are good systems in place to monitor the quality of care provided. Service users financial interests are safeguarded. There are good systems in place to monitor health and safety compliance and protect service users and staff. EVIDENCE: Both service users and staff were positive about the manager. Staff indicated that the manager was always ready to listen and help. Service users commented that the manager was “very capable”. The quality monitoring systems used by the home were examined. The trustees visit the home monthly and write a report as required by Regulation 26 of the Care Homes Regulations 2001. Service users confirmed that they were regularly asked how things were at the home. Questionnaires are also given to service users, their representatives and other stakeholders. The home Eleanor Palmer Trust Home DS0000010427.V303374.R01.S.doc Version 5.2 Page 18 also has an internal audit undertaken on a regular basis, which examines areas of care such as medication. This standard will be fully met when results of these quality assurance systems and questionnaires are published and made available to existing service users as well as potential service users. A requirement has been made relating to this in the relevant section of this report. Service users finances were examined. The home has a robust system for managing service users finances. Separate accounting is in place for all individuals, which are signed for when relatives bring money for service users. This system was easy to follow with a clear audit trail. The home does not act as appointee for service users and family members take care of any investments of service users. The kitchen is well organised and clean. A recent Environmental Health inspection did not highlight any issues of concern. The home is up to date with health and safety checks such as emergency lighting, Legionella and weekly fire tests. Water temperatures were tested and found to be satisfactory with records being maintained. There was evidence that regular fire drills take place every six months. It may be prudent for the home to undertake fire drills for night staff at more frequent intervals. A good practice recommendation has been made that night staff undertake fire drills every three months. The record of accidents at the home was examined. The manager informed the inspector that falls at the home are analysed in conjunction with a local hospital and any service users with particular issues are referred to the falls clinic. Eleanor Palmer Trust Home DS0000010427.V303374.R01.S.doc Version 5.2 Page 19 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 4 13 4 14 4 15 4 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 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 3 X 2 X 3 X X 3 Eleanor Palmer Trust Home DS0000010427.V303374.R01.S.doc Version 5.2 Page 20 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. 1. Standard OP33 Regulation 24(2) Requirement The registered manager must ensure that any results of quality monitoring (including questionnaires) are published and made available to service users, their representatives, other stakeholders and potential service users to the home. Timescale for action 01/04/07 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 OP38 Good Practice Recommendations The registered manager should ensure that night staff undertake fire drills every three months. Eleanor Palmer Trust Home DS0000010427.V303374.R01.S.doc Version 5.2 Page 21 Commission for Social Care Inspection Southgate Area Office Solar House, 1st Floor 282 Chase Road Southgate London N14 6HA National Enquiry Line: 0845 015 0120 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. Extracts may not be used or reproduced without the express permission of CSCI Eleanor Palmer Trust Home DS0000010427.V303374.R01.S.doc Version 5.2 Page 22 - 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!