Inspection on 19/09/06 for Elsinor Residential Home

This inspection was carried out on 19th September 2006.

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

Elsinor Residential Home 18/08/09

Elsinor Residential Home 29/08/07

Elsinor Residential Home 31/08/05

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 Elsinor Residential Home 5-6 Esplanade Gardens Scarborough North Yorkshire YO11 2AW Lead Inspector Karen Ritson Key Unannounced Inspection 19th September 2006 09:30 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 Elsinor Residential Home DS0000064473.V311997.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. Elsinor Residential Home DS0000064473.V311997.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Elsinor Residential Home Address 5-6 Esplanade Gardens Scarborough North Yorkshire YO11 2AW 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 360736 01723 370558 Ramond Limited Mr Terence James Bennett Care Home 35 Category(ies) of Dementia - over 65 years of age (35), Old age, registration, with number not falling within any other category (35) of places Elsinor Residential Home DS0000064473.V311997.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 31st August 2005 Brief Description of the Service: Elsinor is a large house situated on the south side of the town. The home provides accommodation for a maximum of 35 older persons. Some residents may suffer from dementia. The majority of the bedrooms have an en-suite facility. The home provides personal care including assistance with bathing, toileting, washing and dressing, where required. Activities are provided on a planned basis and the home has its own mini-bus which is used regularly for outings. Outside entertainers are occasionally employed and a hairdresser visits on a weekly basis. All service users are registered with local medical practitioners and have access to specialised health services through their GP. The home has a statement of purpose and service user guide, which provide information about the scope and nature of the care and facilities on offer. These, with CSCI reports, are available on request at the home. Chiropody, hairdressing taxis and outings are not included in this fee and these are charged at cost. This information was provided to CSCI on 21/08/06. Elsinor Residential Home DS0000064473.V311997.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The inspection for this service took 12 hours. This includes time spent gathering information and examining documentation before and after a site visit and in writing the report. The site visit took place on 19th August 2006 between 9:30am and 4pm. Information for this inspection was gathered from the following: • A tour of the premises • Observations of care throughout the day of the site visit. • Speaking with service users. • Speaking with staff. • Case tracking three service users on the day of the site visit. • Reading comments from health care professionals and relatives. • Looking at information provided by the manager in a pre inspection questionnaire. • Notifications sent to the commission from the home since the last inspection. • Examining policies, procedures and records kept at the home. • Examining information regarding the home on the file kept by CSCI. All key standards were looked at during this inspection. The manager was present throughout the day of the site visit. What the service does well: This home provides a good service for service users who may have a dementia. The care needed is written down in detail for staff to follow. Each service user has a particular worker called a key worker who specifically helps them. The files are well organised and it is easy to follow what each person needs and which other health care professionals are involved. The home has a safe method of looking after medication. Each service user is at the centre of planning for their care and their particular interests are written down. Service users are consulted regularly and changes in care often come about due to comments from service users and families. The home is keen to make it possible for service users to go out and there have been several outings recently. The meals are very good. A wide choice of food is offered and the menus are devised with a great deal of involvement from service users. Any complaints are dealt with politely and quickly. One service user said: ‘You can say what you want to them and they listen.’ Elsinor Residential Home DS0000064473.V311997.R01.S.doc Version 5.2 Page 6 Service users are kept safe by good staff training, and health and safety procedures. Service users said staff always had time to chat and do things with them. Service users said the staff were very kind. One visitor said: ‘Whenever I visit there is always a member of staff chatting with my mother.’ The home is very well managed by Mr Bennet. He is enthusiastic about his staff team and about developing the service further. The staff all say they feel well supported in their work and speak highly of the manager. One service user said of the manager ‘Hew is very kind and helpful.’ A visitor said: ‘He always takes the time to come and talk to each of us and find out if there are any problems.’ 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. Elsinor Residential Home DS0000064473.V311997.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 Elsinor Residential Home DS0000064473.V311997.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): 2, 3 and 6 Quality in this outcome area is good. Prospective residents and their representatives have the information needed to choose a home, which will meet their needs. Service users needs are assessed in detail and their contract clearly tells them about the service they will receive. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Each service user receives a pre assessment of care prior to admission. A more detailed assessment is then carried out during the first few weeks following admission and a personal profile and care plan are drawn up using this information. Observations of care showed that all staff had a good understanding of each individual’s care needs. Details submitted on the pre inspection questionnaire showed that service users have the opportunity to visit and familiarise themselves with the home. A visitor agreed that she was invited to visit prior to admission and that this had helped the service user and the family to make a decision. One visitor commented that during the assessment: ‘I felt confident they were taking the time to find out what was needed.’ Elsinor Residential Home DS0000064473.V311997.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 good. The health and personal care a resident receives is based on individual needs. Service users and relatives are consulted during the care planning process and this informs good care practice. The principles of respect, dignity and privacy are put into practice. This judgement has been made using available evidence including a visit to this service. EVIDENCE: A detailed care plan is drawn up from the assessment and other information received. These are regularly reviewed so that the changing needs of service users may be met. Information is drawn from health care professionals and others in order to build a detailed picture of each persons care needs. All healthcare visits and comments are recorded to ensure that the care offered is consistent and all staff are made aware of any necessary changes. A Community Psychiatric Nurse said that the home worked very well with her and knew when to call on her for assistance. A visitor spoke extremely highly of the personalised service her relative was offered. She said that the staff were ‘marvellous’ and that the service users are treated as individuals. She added: Elsinor Residential Home DS0000064473.V311997.R01.S.doc Version 5.2 Page 10 ‘They anticipate what my mother needs and they do the same with all the residents.’ Risk assessments are carried out in all relevant areas of care. A visitor said that care plans were discussed with them in reviews. Medication is well kept, recorded and administered, according to policy. A pharmacist check was due the week following this site visit. Observations during the day of the site visit confirmed that service users were treated with regard to their privacy and that dignity was protected. When asked if they were satisfied with the way they were cared for, one service user responded that the care was ‘Very good, they’re all good here.’ Elsinor Residential Home DS0000064473.V311997.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 good Residents are assisted to choose their social activity and keep in contact with family and friends. Social, cultural and recreational activities meet resident’s needs. Residents receive a healthy, varied diet which they enjoy. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Social and activity preferences are recorded on each service users file. Key workers regularly review these and any required changes are made. The home keeps a separate activities record. Service users spoke enthusiastically about the mini bus trips which take place three times a week. They are consulted over where they would like to visit and had recently been to Filey, Ravenscar and Flamborough Lighthouse, all by request. One service user said: ‘I go to see places I like.’ Questionnaires had been completed with service users regarding future trips and any other activities they would prefer. ‘Gospel Hall’ visits each month and sing hymns with those service users who wish to take part. There is a regular film afternoon and service users are invited to a video exercise session, assisted by one of the more physically active residents. The home regularly holds service user meetings where activities and trips are discussed. If service users wish to go out to church, staff arrange this and accompany each person if necessary. Elsinor Residential Home DS0000064473.V311997.R01.S.doc Version 5.2 Page 12 These arrangements ensure that service users are offered the opportunity to become involved in activities they prefer. Sample menus were submitted prior to the site visit and these showed a good choice on offer. Service users said that the meals were very good and all thoroughly enjoyed them. Two sittings are offered so that those service users who require extra assistance can receive help without being rushed. A visitor said that staff had been very creative in helping her relative to settle into the home and had offered her favourite drinks and snacks when she had become restless. This had helped the relative feel at home more quickly. Service users regularly discuss menus at the residents meeting and suggestions had been made. These changes have been incorporated into menus and they now include a wide variety of favourites. There is a choice of almost any breakfast dish including a full English breakfast. They also have a choice at midday and teatime. A midday meal was observed. The tables were pleasantly set and service users were invited for their meal in an unhurried manner. Staff and service users chatted and a variety of meals were served. All had been consulted over their preferred meal. Any dietary needs are recorded and taken into consideration when planning meals. This ensures that service users receive a good diet which they enjoy. Elsinor Residential Home DS0000064473.V311997.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 good. Residents have access to an effective complaints procedure; their complaints are listened to and acted on. Service users are protected from abuse, through updated staff training and abuse procedures. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The home has a complaints policy and procedure. Service users and relatives said they could speak with staff if there was a problem or they had a complaint and that they were confident they would be listened to and any concerns acted upon. They could do this individually or at the regular residents meetings. All complaints are recorded with outcomes. Staff have received abuse awareness training. The home has an equal opportunities policy and procedure. Service users said they felt well cared for in the home, none said they had ever had cause to complain or had ever felt unsafe. Elsinor Residential Home DS0000064473.V311997.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. Service users live in a safe, well-maintained and comfortable environment. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The home is well decorated and provides a safe environment for service users. Compliance with the fire authority and the environmental health department has been achieved. Service users said they liked the internal décor of the home. The laundry service is adequate to the needs of service users. During an observed staff team meeting, issues regarding laundry provision were discussed. Staff were reminded to make sure each service user has their laundry easily identified to avoid clothing going missing. A visitor said that the laundry service was good. Elsinor Residential Home DS0000064473.V311997.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 Staff in the home are well recruited, trained and in sufficient numbers to fulfil the aims of the home and meet the changing needs of residents. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The home is well staffed with little staff turnover. Whilst staff are on holiday or off sick, other staff usually work extra hours short term. 60 of staff have NVQ level 2. Staff files are well organised and contain all relevant information. The home recruits staff well; letting applicants know that it follows an equal opportunities policy, always obtaining two references and a Criminal Records Bureau check. Two senior carers are training to NVQ Level 4 in care and management in preparation for possibly taking over a managerial role within the next two years. Information provided on the pre inspection questionnaire confirmed that staff received induction and foundation training to TOPSS guidelines. Staff said they were offered the opportunity to train in areas of care which interested them. Service users said they felt confident staff knew what they were doing and that they understood their particular needs. A visitor agreed that although she was not aware of what training staff had, she had confidence they knew what was needed. Well trained staff ensure that service users needs are met. Elsinor Residential Home DS0000064473.V311997.R01.S.doc Version 5.2 Page 16 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. Service users benefit from an open style of management based on respect and from the considerable experience of the manager. Service users and others views inform practice. Service users welfare is protected by good health and safety systems. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Although the manager does not possess NVQ Level 4 in care and management equivalents, he has many years experience in this field. The care staff all said they received excellent support from him, in terms of professional development, reassurance and guidance in situations which they found challenging. They said he listened to them and was flexible about working hours. One member of staff said: ‘Mr Bennet is very understanding and helpful.’ Elsinor Residential Home DS0000064473.V311997.R01.S.doc Version 5.2 Page 17 A visitor said: ‘He has time to talk to me whenever I call and he wants to know things are okay.’ The home has developed a quality assurance system. The views of service users and other interested parties are taken into consideration and incorporated into plans including those for trips out, meals and activities. The results of surveys are discussed in staff meetings so that service user opinions may affect the development of the service. The home has comprehensive health and safety policies and procedures with environmental risk assessments, which ensure the safety of service users. Elsinor Residential Home DS0000064473.V311997.R01.S.doc Version 5.2 Page 18 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 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 3 X X X X 3 Elsinor Residential Home DS0000064473.V311997.R01.S.doc Version 5.2 Page 19 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 OP31 Refer to Standard Good Practice Recommendations The registered provider is reminded of the need for any registered manager to have achieved a National Vocational Qualification in care and management to level 4 by December 31st 2005. Elsinor Residential Home DS0000064473.V311997.R01.S.doc Version 5.2 Page 20 Commission for Social Care Inspection York Area Office Unit 4 Triune Court Monks Cross York YO32 9GZ 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 Elsinor Residential Home DS0000064473.V311997.R01.S.doc Version 5.2 Page 21 - 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. 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