Inspection on 04/04/07 for Eothen Homes Limited

This inspection was carried out on 4th April 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

Eothen Homes Limited 11/10/05

Eothen Homes Limited 21/04/05

Eothen Homes Limited 09/08/04

Eothen Homes Limited 05/05/04

Similar services:

Turret Villa Retirement Home

Moor House

Mendip House

Beaconsfield Court Care Home

Little Sisters Of The Poor

Manor House

Middleton Hall Ltd

Middlesbrough Intermediate Care Centre

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

CARE HOMES FOR OLDER PEOPLE Eothen Homes Limited Park Gardens Whitley Bay Tyne & Wear NE26 2TX Lead Inspector Elaine Malloy Unannounced Inspection 09:30 4 to 11th April 2007 th 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 Eothen Homes Limited DS0000000365.V330158.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. Eothen Homes Limited DS0000000365.V330158.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Eothen Homes Limited Address Park Gardens Whitley Bay Tyne & Wear NE26 2TX 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) 0191 2970707 0191 2510526 enquiries@eothenhomes.org.uk www.eothenhomes.org.uk Eothen Homes Limited Miss Julie Patricia Needham Care Home 31 Category(ies) of Old age, not falling within any other category registration, with number (31) of places Eothen Homes Limited DS0000000365.V330158.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 11th October 2005 Brief Description of the Service: Eothen is a purpose built home that is situated in the town centre of Whitley Bay. It is close to a range of shops and other local amenities. The home provides personal care for up to 31 older people. There are 29 single bedrooms and one double room used for single occupancy. 29 rooms have en-suite facilities. The home has communal lounge and dining areas. There is a passenger lift and all parts of the building are accessible to residents. There is car parking to the front and large, attractive gardens to the rear. A guide to the home’s services and inspection reports are readily available at the home. The current weekly fee ranges from £392 to £497 for residents who are either privately funded or funded by the Local Authority. Eothen Homes Limited DS0000000365.V330158.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This was an unannounced key inspection. It was carried out by one inspector over two days and took nine and a half hours. The home manager completed a questionnaire on information about the service. This was returned to the Commission before the inspection. Key standards were inspected through discussion with the manager, staff and residents, examining the home’s records and touring the building. Surveys were made available to residents and relatives to get feedback on the service. Their responses to questions and comments are included throughout the report. Areas that needed improvement from the previous inspection were checked. What the service does well: People who move into the home have a thorough assessment of their needs. The information is used to plan the care they require in recorded care plans. These plans are detailed and show what the person can do independently and the help they need from staff. Residents and relatives speak very highly of the standard of care provided. Comments include “I’m very happy with the care I receive”, “I am always well cared for here”, and “Support and care is above and beyond that expected”. Residents feel they are treated with respect and that staff observe their privacy and dignity. Arrangements are in place to access a range of health care professionals. Residents receive prompt medical attention to meet their health care needs. Trained staff deal with medication appropriately, and residents can manage their own medication if they wish. Residents are consulted about the social activities, events and outings that are provided. Many residents like the location of the home and make good use of local community facilities. Individuals are encouraged to be as independent and active as possible regardless of age. They make informed choices and decisions about their lives and lead the lifestyle they prefer. A varied menu with choice of meals is offered and the majority of residents said they usually liked the food. Any complaints received about the service are dealt with professionally and in a timely manner. Residents and relatives know how to make a complaint and Eothen Homes Limited DS0000000365.V330158.R01.S.doc Version 5.2 Page 6 feel confident any concerns will be acted upon. There are procedures in place to protect vulnerable adults from harm. Staff are trained in preventing abuse to keep residents safe. The home is clean and comfortable and kept to a high standard. There is an attractive garden that residents enjoy using. Suitable staffing levels are provided to meet resident needs. New staff are carefully recruited to make sure residents are protected. Staff receive regular training in topics that are relevant to caring for older people. Over 50 of care staff have achieved care qualifications. There are good systems to get the views of residents and relatives and develop the quality of the service. Residents have their personal finances safeguarded. The health safety and welfare of residents is promoted. 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. Eothen Homes Limited DS0000000365.V330158.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 Eothen Homes Limited DS0000000365.V330158.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. Standard 6 is not applicable, as the home does not provide intermediate care. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. New residents have their care needs thoroughly assessed before they are admitted. This is done to make sure their needs can be met at the home. EVIDENCE: Potential residents and their relatives are invited to visit the home. A full assessment of the person’s care needs is carried out before admission is agreed. Medical information from the person’s doctor is also requested to support their application. Residents said they received enough information about the home before moving in. Two newer residents care records were examined. Detailed assessments of care needs were carried out before admission. A Social Work assessment was Eothen Homes Limited DS0000000365.V330158.R01.S.doc Version 5.2 Page 9 provided for a lady whose care is funded by the Local Authority. Care plans are then recorded based on the needs identified from assessments. New residents receive a welcome card and flowers and are welcomed at the resident meeting. Residents told the inspector about how they or their relatives had chosen the home. Some residents commented on being aware of the good reputation of Eothen. A relative said, “The home comes very highly recommended”. Eothen Homes Limited DS0000000365.V330158.R01.S.doc Version 5.2 Page 10 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. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents care plans show how they are helped to meet their care needs and are recorded to a good standard. Resident health care needs are met through access to a range of medical services and support from the staff. Residents are protected by the home’s medication system. Wherever possible residents are encouraged to take responsibility for their own medication. Residents are treated with respect by staff and care practices promote individuals rights to privacy and dignity. Eothen Homes Limited DS0000000365.V330158.R01.S.doc Version 5.2 Page 11 EVIDENCE: A variety of assessment tools are completed to identify residents’ health, personal and social care needs. Staff use this information to draw up care plans that show the support to be provided and what the person can do independently. The sample of care plans examined were personalised, detailed and being evaluated at least monthly. The plans addressed health, frailty and memory loss, personal hygiene, dressing, diet, mobility and falls, communication, and social needs. Care plans are cross-referenced to risk assessments where necessary. The manager has been checking all care plans to make sure they reflect each person’s current needs and updating/re-writing them where necessary. Residents use nine local doctor practices. Practice nurses visit individuals as required. There are arrangements for residents to receive home visits from opticians, dentists and podiatrists. A psychogeriatrician and community psychiatric nurse provides input to residents with mental frailty. All contact with health professionals is recorded. Resident medical history is obtained. Moving and handling, nutrition, and continence needs are assessed. Some good examples of health care plans were seen relating to specific medical conditions, risk of falls and pressure sore care. The inspector observed a member of the care staff supporting a resident to walk independently with an aid and offering constant encouragement. Residents said they “always” or “usually” receive the medical support they need. Comments included: “Very happy with management’s response when seeking medical support”, “The staff are always available to deal with medical emergencies in cooperation with the NHS”. “Very happy with response from managers, get assistance where needed quickly”. “Eothen is sensitive to my needs, especially as I have poor vision and the carers are aware of this”. A visiting relative commented on her mother’s deteriorating mental health. She said staff are very understanding and good at motivating her mother. Three residents continue to take responsibility for administering their prescribed medication. The manager said that each resident is given choice about whether they wish to self-administer or prefer staff to do so. This is usually discussed and agreed before admission. Self-administration of medication is flexible. For example the manager said if the resident is poorly he/she would be asked if they wished to continue or if staff could be allowed to administer. A resident told the inspector that she had been asked about whether she wished to keep her own medication. Eothen Homes Limited DS0000000365.V330158.R01.S.doc Version 5.2 Page 12 Staff who have completed relevant training administers medication. A sample of medication records was examined. These include resident photographs for identification purposes. Clear directions were recorded and each dose of medication was signed for, or a code entered to verify the reason not given. The Controlled Drugs register was appropriately recorded. One resident said, “Medication is supplied correctly and at the right times”. Privacy and dignity issues are built into the home’s policies and procedures and staff training. All personal care and medical examination/treatment is carried out in private. The majority of bedrooms have en-suite facilities. All bedrooms are currently single occupancy. Residents are offered keys to their bedroom. Staff are told they must not enter a bedroom without knocking and waiting for an answer. Residents are asked the name they wish to be addressed by and this is recorded. Residents told the inspector that staff respect their privacy and dignity. One lady said that staff do not ‘fuss around her’ but are there when she needs them. A relative commented that residents are treated as individuals. Each bedroom has a telephone with direct number so residents can make and take calls in private. A relative said her mother was experiencing difficulty with the telephone. Another relative said the call system was not always within easy reach in her mother’s bedroom. The manager said she would follow up on these matters. She said the positioning of telephone points could be changed and the call system could be extended, where needed. Residents receive their mail unopened. Each resident has an individual laundry basket and resident clothing is labelled/marked for identification. Eothen Homes Limited DS0000000365.V330158.R01.S.doc Version 5.2 Page 13 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. Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Residents are encouraged to live their preferred lifestyle and be as independent as possible. The home offers a range of social activities, events and outings. Residents maintain contact with their relatives and friends and make good use of the local community. Residents are actively encouraged to make choices and decisions and have a high degree of control over their lives. Residents are offered a varied diet with choice of meals and most like the food. EVIDENCE: Residents are asked to provide information on their background and lifestyle and complete a list of social interests. This is used to record social profiles and assessments and inform individual social care plans. Eothen Homes Limited DS0000000365.V330158.R01.S.doc Version 5.2 Page 14 Residents are consulted about activities and outings at Resident Meetings. Records are kept of activities that take place. Staff draw up an activities programme each week based on what residents want to be provided. The current programme had seasonal events for Easter, a quiz, manicures, board games, video, armchair exercises and religious services. Regular activities include art classes and ‘pets as therapy’. The manager had also recently recruited a volunteer who will visit and do card making. There is a Bible Group each morning where residents read, discuss and sing hymns. Residents confirmed that information about activities and events is displayed for their information. Positive comments were made about the personalised service provided by the visiting hairdresser. An information file is kept with details of places of interest, transport, and entertainment. There is an annual planner with at least a monthly event, outing or visiting entertainer. The current planner includes outings to Royal Quays, a garden centre and the coast for fish and chips, a garden party and strawberry tea, and entertainers. Seasonal events are celebrated and residents are offered birthday parties and receive a present. There are three residents aged over 100 and another two residents will be 100 this year. A number of people spoke with pride at the longevity of themselves or other residents and maintaining independence. It was clear when talking with residents that they see age as no bar to continuing to be active. Residents spoken with said there are always plenty of things for them to do. Many told the inspector they follow their own interests and only participate in an organised activity if it is something they particularly enjoy. Residents who completed surveys said there was “always”, “usually”, or “sometimes” activities arranged by the home that they could take part in. Comments included: “Excellent – Christmas, Easter – girls always make us happy”. “A variety of activities are available”. “I am very appreciative of outside activities”. “Organisation of events and a very kind and enthusiastic approach from everyone working here”. A resident and some relatives commented that some residents do not join in activities or socialise with others in communal areas. Most felt this could be due to the physical frailty of individuals or people choosing to spend time alone. The manager acknowledged there are residents who pursue their own interests and lead quite active lifestyles whilst others are no longer able to do so. She said that staff try to strike the right balance by encouraging independence and providing social activities. There is an ‘open’ visiting policy and residents choose whom they wish to see and whether to receive visitors in their bedroom or lounge/dining areas. As previously stated all bedrooms have direct line telephones. Staff help with writing and sending letters and cards. There is a computer in the office with eEothen Homes Limited DS0000000365.V330158.R01.S.doc Version 5.2 Page 15 mail facility. Some relatives use this to keep in touch, either when they are on holiday or because they live out of the area/country. Staff print off the e-mail and give to the resident. The manager said she welcomes the good level of involvement and support that relatives and friends provide to individuals and the home. The majority of relatives/visitors said the home helps their relative/friend to keep in touch with them. They said they are “always” or “usually” kept up to date with important issues affecting their relative/friend. One relative said family members are able to visit daily. Another said the family is invited to events and can telephone their mother directly. One relative said they usually receive calls from the management but did not receive contact a few months ago when her mother had a fall. Other comments included: “There is always a phone call from senior management with explanations and actions taken to resolve any matter”. “Management always inform me of any issues affecting mum”. “The atmosphere is always welcoming and tea/coffee is almost always offered to visitors”. “Communication about any matters concerning the home or events is always good”. Residents told the inspector that the location of the home is ideal as it is so close to the main shopping area. Some are able to go out alone and make regular use of local shops and other amenities. The manager explained that a positive approach is taken towards assessed risks, such as residents going out without staff. She gave an example of how one lady was supported, and her independence and confidence had increased to the extent that she now felt able to go out unaccompanied. The Resident Meeting minutes showed discussion about recent thefts in the area and guidance to residents who go out on keeping their belongings safe. Residents agree the extent of personal possessions and furnishings they will bring into the home before their admission. Many residents continue to manage their financial affairs and this is encouraged. Relatives or solicitors provide support where necessary. Management does not take responsibility for resident finances, though cash for personal spending can be held in the safe. The manager is firmly committed to making sure that residents keep control of their lives and make their own decisions. She gave examples of promoting independence, consulting individuals and offering choices. These included a lady who chooses to go alone to appointments, including visiting her doctor. She has given her permission for the doctor to inform the home of any significant information. Another lady prefers to maintain her own bedroom and undertake her personal care, including showering independently. Relatives of residents who have mental frailty are encouraged to advocate on their behalf. In the absence of family/friends the manager would access advocacy services if needed. Eothen Homes Limited DS0000000365.V330158.R01.S.doc Version 5.2 Page 16 There are policies and procedures on record keeping, including confidentiality and access to personal records. Residents and relatives are made aware of access to care records and are encouraged to attend reviews of individual’s care. Care plans and risk assessments are discussed and agreed, and signed by the resident wherever possible. Residents confirmed this and also said they know who their key worker is. Relatives said the service supports people to live the life they choose. They felt the service always or usually meets the different needs of people. Comments included: “I have never noticed any discrimination in meeting the needs of the residents at Eothen”. “They give encouragement but with some elderly residents it sometimes must be difficult”. “I would like to see my mother supported to be more active/independent. However if she chooses to behave otherwise you could say they support her to live the life she chooses”. “It is such a comfort to have my mother cared for so well”. “From my own observations all the residents are comfortable and confident in this setting”. “I think in the circumstances most elderly people would choose to live in their own home! However, Eothen generally has a homely atmosphere and most staff support the residents in a caring and friendly manner”. One relative said she is glad her mother who is in her 90’s and has disability lives at the home and is encouraged to be as independent and vital as possible. There is a 4-week cycle of menus with good variety and choices of meals. Residents can take meals in the dining room or their bedroom. Preference sheets are completed daily to show each person’s choice of meals. Resident nutritional needs are assessed and individual’s food likes/dislikes are recorded. Weights are monitored regularly. Catering staff are informed of individual dietary requirements. Diabetic diets are provided and some residents have ‘soft’ meals where each food is presented separately. Staff assist residents at mealtimes, where required, by prompting, cutting up food, and pouring sauces etc. One lady is helped with feeding and this is carried out sensitively and at her pace. Residents are consulted about meals at Resident Meetings. Seasonal events and special occasions are catered for. The inspector dined with residents at lunch. A gentleman said Grace before the meal. The tables were nicely set and condiments were available. Lunch was a roast pork dinner, followed by lemon meringue pie with cream. Residents helped themselves to vegetables from tureens, apple sauce and gravy. Staff served the meal efficiently and offered choice and discreet help. Hot and cold drinks were served. Residents spoken with said they enjoy the food and are Eothen Homes Limited DS0000000365.V330158.R01.S.doc Version 5.2 Page 17 always offered choice of meals. They also confirmed they can have meals/snacks alternative to the menu. The majority of residents said in surveys they “usually” liked the meals. Others said they “always” or “sometimes” liked them. Comments included: “Would like hot beverage with meal instead of later”. “The best meals are very good. The amount of food at tea-time is sometimes not quite sufficient for me”. “Excellent variety, odd day can be different”. “There is always an alternative dish”. “The food is very good”. “I have no complaints, perhaps a stronger cup of coffee!” Some residents and relatives commented on the quality of meat since the supplier was changed. One resident felt management should check meals and waste, and said some dishes are unpopular but are still served. One relative said she was aware that residents discuss menus with the cook. Another said the home provides good food with choices and alternatives. The manager said she will address comments with catering staff, and continue to make sure residents are consulted about the food. Eothen Homes Limited DS0000000365.V330158.R01.S.doc Version 5.2 Page 18 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. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents and relatives understand the complaints process and any concerns raised are properly acted upon. The home aims to protect residents from any form of abuse. EVIDENCE: The complaints procedure is provided in the Service User Guide that is given to all residents. The manager said that the procedure is discussed at Resident Meetings to make sure everyone understands it. She emphasised that she views complaints as a way of improving the service. Eleven complaints were received by the home in the last year. Appropriate records were kept of the nature of each complaint, how they were investigated and any further action taken. The Commission has not received any details of concerns or complaints about the home since the last inspection. All residents spoken with, and those who completed surveys said they would know whom to speak to if they are not happy and how to make a complaint. Comments included: “I would go to the office to complain. Very happy with response. Management deal with complaints quickly and always report back”. Eothen Homes Limited DS0000000365.V330158.R01.S.doc Version 5.2 Page 19 “The manager in charge is always available”. “I would speak to the manager in charge”. “Manager is very helpful”. Relatives also said they know how to make a complaint and had “always” or “usually” received an appropriate response if they had raised concerns. Comments included: “Not that we have had many occasions to have concerns”. “The senior management have always had time for questions and are unfailingly pleasant on meeting makes us feel welcome and valued”. Another relative indicated they had raised concerns at their mother’s care review. The home has a range of policies and procedures that address prevention of abuse, protecting vulnerable adults (POVA), and ‘whistle blowing’ (informing on bad practice). No allegations of abuse towards residents have been made. The manager understands her role in relation to reporting any allegations of abuse to the relevant authorities. Staff have received training on protecting residents from abuse. They are also doing some in-house training using a video and questionnaires. Residents told the inspector they feel safe living at the home and that staff treat them well. Eothen Homes Limited DS0000000365.V330158.R01.S.doc Version 5.2 Page 20 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. Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Residents live in clean, safe accommodation that is maintained to a high standard. EVIDENCE: In the period since the last inspection the home has had a new passenger lift installed, new front door fitted and several bedrooms were redecorated. Lounge chairs are being recovered. There are plans to extend and refurbish the kitchen. Two bathrooms that are currently unassisted will be fitted with hoists and also have toilets installed. There is a rolling programme of redecoration and residents can choose the décor for their bedroom. Residents personalise their rooms with own furnishings and belongings. Eothen Homes Limited DS0000000365.V330158.R01.S.doc Version 5.2 Page 21 All parts of the building seen were clean and nicely decorated, furnished and suitably equipped. A maintenance man is employed two days a week. Records are kept of maintenance and repairs. Residents told the inspector that they are happy with their accommodation. There is an accessible garden to the rear of the home that is very well maintained and attractive. It has lawns, colourful flowers and plants, seating areas and a fishpond. Some residents use the green house for growing herbs, plants and vegetables. Many residents commented positively on the grounds, and some were sitting in the garden, as it was a warm day. One resident who completed a survey commented, “The surroundings and gardens are so lovely”. A number of relatives also made positive comments on the building and grounds. The home has policies and procedures on controlling infection. Staff are provided with infection control training. Disposable gloves and aprons are supplied for staff use. There are suitable hand-washing facilities. All except one of the bedrooms have en-suite facilities. Arrangements are in place to dispose of clinical waste. A designated staff member is a link person who attends meetings on infection control at North Tyneside Hospital. All residents said the home is always fresh and clean. Comments included: “Very high standard”. “Cleaners are at work every day”. “Spotless home”. A relative said, “The home is clean and smell free”. Eothen Homes Limited DS0000000365.V330158.R01.S.doc Version 5.2 Page 22 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. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. There are suitable staffing levels to meet the needs of the number of residents. The home is committed to residents being cared for by qualified workers. There is a thorough recruitment process that protects residents. Staff receive a good level of training that is relevant to caring for older people. EVIDENCE: All care staff employed at the home are over 18 years of age. Staff left in charge of the home are over 21. At the time of the inspection there was 30 residents. At least four carers are on duty across the waking day and there are two carers at night. A relief carer is employed to cover for holidays, sickness, or if an extra member of staff is needed. There is a good level of domestic and catering staff hours. Residents said they “always” or “usually” received the care and support they need. They said staff listen and act on what they say, and are “always” or “usually” available when they need them. Comments included: Eothen Homes Limited DS0000000365.V330158.R01.S.doc Version 5.2 Page 23 “The staff are always helpful”. “There is always a senior manager on duty”. “Sometimes difficult to get attention if busy with others”. “Happy with the way staff discuss things with me”. “The staff and carers are extremely pleasant and conscientious”. “I would give all the carers 100 for their patience and help in the many facets of their work for us”. Relatives said the home meets the needs of their relative/friend, gives the support/care they expected and that staff have the right skills and experience. Comments included: “Care and help, plus humour is excellent”. “The majority of Eothen staff have been with the care home for many years. Their skills have never been questioned”. “Unfortunately there is not enough time for staff to spend more 1:1 time with my mother”. “I am impressed by the easy, skilful way in which staff approach and support residents”. “The staff are excellent. Friendly, sensitive and conscientious on all occasions”. “The staff at Eothen are aware of my mother’s particular needs and accommodate them in a sensitive and caring manner”. Over 50 of care staff have achieved National Vocational Qualifications (NVQ) in care at Level 2 or above. NVQ Level 3 training in care was being organised for the home’s two care co-ordinators. A sample of three staff recruitment files was examined. A recruitment checklist has been introduced to make sure all the relevant information is in place. Files contained appropriate documentation. This included photograph and proof of identification, application form, and references from suitable sources, interview record and health statement and questionnaire. References are requested from previous employment addresses, as opposed to referee’s home address, as previously recommended. All staff are recruited subject to Criminal Records Bureau (CRB) checks being carried out. CRB checks were also examined. The manager is looking towards involving residents in the staff recruitment process. This has started with introducing applicants to residents and getting their initial views. The home maintains an annual staff training schedule, and records of training courses and certificates. In the past year staff have received training in the following areas: induction training for new staff, National Vocational Qualifications, protection of vulnerable adults, health and safety, fire safety, moving and handling, first aid, and continence care. In-house training is also provided on a different topic each month and includes use of handouts, practical demonstrations, videos and questionnaires. Topics in the coming months are depression, using hoists, eye care, skin care, asthma, diabetes, ear Eothen Homes Limited DS0000000365.V330158.R01.S.doc Version 5.2 Page 24 care and aids, and mobility aids. One relative said the manager was organising staff training that was relevant to the support her mother needs. Eothen Homes Limited DS0000000365.V330158.R01.S.doc Version 5.2 Page 25 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. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. An experienced and qualified manager with strong leadership qualities manages the home. The home has clear systems in place to monitor the quality of the service. Resident personal finances are safeguarded. The health and safety of residents and staff is promoted. Eothen Homes Limited DS0000000365.V330158.R01.S.doc Version 5.2 Page 26 EVIDENCE: Miss Julie Needham is the home’s manager. In February 2007 the Commission approved her as the Registered Manager. She has 17 years of experience in care work, most of which has been in a senior/management capacity. Miss Needham has completed NVQ Level 4 qualification in care and management. She is also looking towards undertaking the Registered Manager Award qualification course. Throughout the inspection the manager demonstrated that she puts residents first and protects their interests. Residents spoken with were aware that Miss Needham manages the home. Some residents told the inspector about the individual support they had received from her. Comments were made about the manager’s good leadership and residents described her as being approachable, professional and helpful. A relative commented, “The senior management have always had time for questions and are unfailingly pleasant on meeting makes us feel welcome and valued”. Another said, “Management and staff are always helpful and courteous”. The organisation’s senior managers are in regular contact with the home and support the management team. A number of methods are used to monitor the quality of the service. Residents and relatives’ views are welcomed at meetings and care reviews. Staff have individual supervision and staff meetings are held. There is an annual survey with residents, relatives and health care professionals. The collated results showed a high degree of satisfaction and there were many exceptional comments about the standard of care provided. Issues raised by individuals were being followed up. Senior managers carry out internal audits and detailed monthly ‘conduct of home’ visits/reports. Any complaints received are dealt with professionally. The home’s policies and procedures are being updated to make sure they reflect current good practice. At the last inspection a recommendation was made to develop an annual quality assurance plan. This has been introduced. Residents and relatives spoke very positively about the standard of the service. Comments included: “I’m very happy with the care I receive”. “I am always well cared for here”. “I am very happy living here”. “I feel about the home that it is very much what I need. The people who look after us always have time to see us and help if the need arises. The staff are all very supportive and this is evident with all that concerns us”. “It (the home) provides the same atmosphere that you provide in your own home. I am quite content with all the services and quite satisfied living here”. “I feel very happy and at home here. I think that if all homes were run as well and comfortably as this one, old people would never need to feel unhappy. I feel very lucky to be here, this is a home from home”. Eothen Homes Limited DS0000000365.V330158.R01.S.doc Version 5.2 Page 27 “Support and care is above and beyond that expected”. “Eothen’s care and support has always been there for us”. “There has been courtesy and openness on all issues and an ongoing assessment of my mother’s needs which is very reassuring to me as my mother lived with me for many years”. Relatives who completed surveys were asked what they feel the home does well. Many comments were made about the high standard of care, praise for staff, the relaxed and friendly atmosphere, and the building and gardens. Relatives were also asked how they think the home can improve. They gave comments about increasing staffing levels, assisting residents to have more frequent baths, changing bed-linen more often, providing further outside activities, and looking at the meat supply. One relative said, “Other than a larger car park I cannot think of anything that is lacking”. The manager is to follow up on these comments and address issues wherever possible. Residents can deposit cash for safe keeping in the home’s safe and records are kept of accounts. A sample of personal finances records was examined. Transactions were appropriately recorded and had two signatures for each entry. There was plenty of evidence of personal spending. Receipts are obtained for purchases and numbered to cross-reference to the transaction. Weekly checks of balances and cash are carried out. There is a health and safety policy and range of associated procedures. Staff receive training in health and safety and safe working practices (fire safety, moving and handling, first aid, food hygiene, and infection control). The home has an internal Health and Safety Committee that holds meetings to discuss issues. Servicing and maintenance agreements are in place for facilities and equipment. Risks in the environment and tasks, including safe working practices are assessed and reviewed. All fire safety checks, tests and instructions to staff are conducted at the required frequency and recorded. Accident reporting was suitably recorded and analysis of accidents is carried out. Eothen Homes Limited DS0000000365.V330158.R01.S.doc Version 5.2 Page 28 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 4 14 4 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 4 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 4 X 3 X 3 X X 3 Eothen Homes Limited DS0000000365.V330158.R01.S.doc Version 5.2 Page 29 Are there any outstanding requirements from the last inspection? N/A 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 OP33 Good Practice Recommendations Management should address, where possible, comments from residents and relatives on further improving the service. Eothen Homes Limited DS0000000365.V330158.R01.S.doc Version 5.2 Page 30 Commission for Social Care Inspection Cramlington Area Office Northumbria House Manor Walks Cramlington Northumberland NE23 6UR 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. Extracts may not be used or reproduced without the express permission of CSCI Eothen Homes Limited DS0000000365.V330158.R01.S.doc Version 5.2 Page 31 - 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!