Inspection on 30/03/09 for Faro Lodge

This inspection was carried out on 30th March 2009.

CSCI found this care home to be providing an Good service.

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

Other inspections for this house

Faro Lodge 02/08/06

Faro Lodge 10/10/05

Faro Lodge 24/05/05

Faro Lodge 14/01/05

Faro Lodge 14/07/04

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Pemdale

Extracts from inspection reports are licensed from CQC, this page was updated on 12/10/2009.

Inspecting for better lives Key inspection report Care homes for adults (18-65 years) Name: Address: Faro Lodge Galyon Road Kings Lynn Norfolk PE30 3YE     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Debra Allen     Date: 3 0 0 3 2 0 0 9 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Adults (18-65 years) can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Adults (18-65 years) Page 2 of 27 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Adults (18-65 years) Page 3 of 27 Information about the care home Name of care home: Address: Faro Lodge Galyon Road Kings Lynn Norfolk PE30 3YE 01553679233 01553679248 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : Norfolk County CouncilCommunity Care care home 8 Number of places (if applicable): Under 65 Over 65 0 learning disability Additional conditions: 8 1 service user (who is named in the Commission`s records) may be accomodated for a period of up to 6 months from October 16th 2005. 8 service users may be accommodated of either sex and who have a learning disability and are aged between 18 and 65 years. That the manager of this establishment is responsible for the management of care to Service Users in this home only. The length of stay of a service user shall not exceed 28 days. Where there is a need for this condition to be waived, the provider will consult with the Commission for Social Care Inspection in advance, to agree and give reasons for any extension. Date of last inspection Brief description of the care home Faro Lodge was built in 1999 to offer short term and respite care to adults with a learning disability. Owned and operated by Norfolk County Council it offers ground floor accommodation comprising 8 bedrooms, three communal lounge areas, dining room, kitchen, toilets and bathrooms. Faro Lodge is situated within a short distance of Kings Lynn town centre and is within easy reach of local amenities including shops and sports centre. The home has its own transport to support service users in accessing Care Homes for Adults (18-65 years) Page 4 of 27 Brief description of the care home local facilities. Service users access a variety of day services and activities, often continuing to attend facilities accessed from their usual home or residence. Care Homes for Adults (18-65 years) Page 5 of 27 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Individual needs and choices Lifestyle Personal and healthcare support Concerns, complaints and protection Environment Staffing Conduct and management of the home peterchart Poor Adequate Good Excellent How we did our inspection: Care Services are judged against outcome groups, which assess how well a provider delivers outcomes for people using the service. The key inspection of this service has been carried out, by using information from previous inspections, information from the providers, the residents and their relatives, as well as others who work in or visit the service. This has included a recent unannounced visit to the service. This report gives a brief overview of the service and the current judgements for each outcome group. Comments were received from the manager of Faro Lodge following receipt of the draft report, which confirmed that 75 of the staff at Faro Lodge currently hold NVQ2 or higher. The report has therefore been amended accordingly to reflect this information. Care Homes for Adults (18-65 years) Page 6 of 27 The fieldwork of this inspection was carried out over a period of four hours and included visits to Faro Lodge and the office of the Independent Living Service (Kings Lynn), where the staff files are held. Various records such as care plans, staff files, training records and information relating to health and safety were examined in detail at both locations and discussions were held with some of the staff and and the manager of Faro Lodge. Six service user surveys were completed and returned to the Commission prior to this inspection. In most cases, only the key standards have been inspected on this occasion. No requirements have been made as a result of this inspection. What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. Care Homes for Adults (18-65 years) Page 8 of 27 The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line –0870 240 7535. Care Homes for Adults (18-65 years) Page 9 of 27 Details of our findings Contents Choice of home (standards 1 - 5) Individual needs and choices (standards 6-10) Lifestyle (standards 11 - 17) Personal and healthcare support (standards 18 - 21) Concerns, complaints and protection (standards 22 - 23) Environment (standards 24 - 30) Staffing (standards 31 - 36) Conduct and management of the home (standards 37 - 43) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Adults (18-65 years) Page 10 of 27 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them, what they hope for and want to achieve, and the support they need. People can decide whether the care home can meet their support and accommodation needs. This is because they, and people close to them, can visit the home and get full, clear, accurate and up to date information. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between the person and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Respite guests receive comprehensive information, to ensure they and their relatives know what support Faro Lodge offers. Full needs assessments are carried out for each guest prior to their staying at Faro Lodge, so staff will know what support they need. Evidence: Good information was seen to be provided to all guests before they stay at Faro Lodge, which includes the service user guide and statement of purpose and it was confirmed that people can visit Faro Lodge before staying there if they want to. One of the service user surveys, which was completed and returned to the Commission prior to this inspection stated: Before I moved to Faro Lodge I was shown around and told about what would be happening etc. meals, staff and bedtime. Detailed but clear needs assessments are completed before people stay at Faro Lodge Care Homes for Adults (18-65 years) Page 11 of 27 Evidence: and these were seen to be in the format of a questionnaire called Getting To Know You. The information noted within the questionnaires was noted to include areas such as: * Hopes and Dreams * Communication * Things I Dont Like * Personal Information (Such as Name, Date of Birth, Next of Kin, Emergency Contact Details, Doctor, Social Worker.) * General Information (About Faro Lodge - Staffing, Meals, Length of Stay etc.) * Health Needs * Morning Routine & Preferences * Night Time Routine & Preferences * Mealtimes * Food (Including eating ability and preferences, food likes and dislikes, dietary needs etc.) * Toileting Needs * Mobility (Including any assistive equipment required.) * Risks * Significant Events in Life * Behaviour and Communication Indicators A procedure for emergency admissions also remains in place. Care Homes for Adults (18-65 years) Page 12 of 27 Individual needs and choices These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s needs and goals are met. The home has a plan of care that the person, or someone close to them, has been involved in making. People are able to make decisions about their life, including their finances, with support if they need it. This is because the staff promote their rights and choices. People are supported to take risks to enable them to stay independent. This is because the staff have appropriate information on which to base decisions. People are asked about, and are involved in, all aspects of life in the home. This is because the manager and staff offer them opportunities to participate in the day to day running of the home and enable them to influence key decisions. People are confident that the home handles information about them appropriately. This is because the home has clear policies and procedures that staff follow. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The assessed needs and risk assessments for all respite guests are shown in individual care plans and guests are able to make decisions about their lives while staying at Faro Lodge. Evidence: A number of support plans were looked at during this inspection and each was seen to contain detailed information in respect of peoples assessed and changing needs. A good deal of information was noted to have been drawn from the initial assessments and regular guests were acknowledged to have their information reviewed and updated as required. Each of the sections within the support plans were seen to provide information in respect of whether an individual needs support or not and, if so, to what level. Some of the areas covered within the support plan were seen to include: Care Homes for Adults (18-65 years) Page 13 of 27 Evidence: * Moving and Handling * Mobility and Assistive Equipment * Eating and Drinking * Communication (Including ability and methods used.) * What I do during the day/evenings/weekends * How I stay safe * My Mental Health * My Physical Health (Including information about personal care and medication.) * My Money (Including information about benefits, debts and bills.) * Cooking, Cleaning and Shopping Each of the above areas was also seen to contain clear and detailed risk assessments, which were of an empowering nature. One of the additional comments in the completed surveys stated: Im never pressured to do something that I dont want to do. I respect the staff and they respect me. Care Homes for Adults (18-65 years) Page 14 of 27 Lifestyle These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They can take part in activities that are appropriate to their age and culture and are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives and the home supports them to have appropriate personal, family and sexual relationships. People are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. Their dignity and rights are respected in their daily life. People have healthy, well-presented meals and snacks, at a time and place to suit them. People have opportunities to develop their social, emotional, communication and independent living skills. This is because the staff support their personal development. People choose and participate in suitable leisure activities. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Guests are part of the local community, engage in appropriate leisure activities and are supported to maintain appropriate personal relationships. Guests are offered a healthy diet and enjoy their meals and mealtimes. Evidence: A number of additional comments were made within the six completed surveys that were returned, such as: ...like going shopping with staff or other guests and enjoy trips out... ...like to do knitting in the evening after tea... ...wish Faro Lodge was nearer home and the day service... Care Homes for Adults (18-65 years) Page 15 of 27 Evidence: ...I have enjoyed my stay at Faro Lodge... ...enjoy the staff company and think they are excellent... ...like the staff at Faro Lodge... ...like all of Faro Lodge... ...ever since I have been in Faro Lodge i have been made to feel welcome and all the staff have been very helpful... Observations, discussions and records seen confirmed that guests generally stay at Faro Lodge for short periods of time, such as a few days or a week, and will continue with their usual day-to-day activities such as day services if possible. Activities are quite varied and are usually planned together with the guests who are staying at any one particular time. Some of the organised activities noted included swimming, ten pin bowling, shopping and trips to the beach. It was evident through information in the support plans that people are also supported to maintain their own leisure activities such as art, listening to music, knitting or watching television. The menu was confirmed as being flexible and special diets are catered for as and when required. The staff were generally noted to prepare the meals but guests are supported to assist if they wish and often help make hot and cold drinks. The menus seen appeared wholesome, nutritious and varied. Care Homes for Adults (18-65 years) Page 16 of 27 Personal and healthcare support These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People receive personal support from staff in the way they prefer and want. Their physical and emotional health needs are met because the home has procedures in place that staff follow. If people take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it in a safe way. If people are approaching the end of their life, the care home will respect their choices and help them to feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Respite guests receive personal support in the way they prefer, their physical and emotional healthcare needs are met whilst staying at Faro Lodge and they are protected by the homes medication policies and procedures. Evidence: The information contained in the completed Getting to know you before you stay at Faro Lodge form was seen to provide very comprehensive information, which forms a big part of each guests support plan. This helps ensure that guests receive personal support in the way they prefer, and that their physical and emotional healthcare needs continue to be met, whilst staying at Faro Lodge. These forms, together with the care plans and risk assessments were seen to be kept on file and are reviewed and updated, as necessary, when a guest makes a return visit. Guests staying at Faro Lodge are protected well by the Homes policies and procedures for dealing with medication. Where necessary a locked cabinet is used to store Care Homes for Adults (18-65 years) Page 17 of 27 Evidence: medication and some of the records and information looked at on the day of inspection were seen to be up to date. Other records looked at confirmed that staff are very well trained in this area. Care Homes for Adults (18-65 years) Page 18 of 27 Concerns, complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them, know how to complain. Their concern is looked into and action taken to put things right. The care home safeguards people from abuse, neglect and self-harm and takes action to follow up any allegations. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Respite guests feel their views are listened to and acted on and they are protected from abuse, neglect and self harm, as much as is possible. Evidence: All six guests, who returned completed surveys said they knew who to talk to if they were unhappy and how to make a complaint. Faro Lodge has a clear complaints procedure and records and responses were seen to be appropriately maintained in respect of any concerns, complaints or allegations. Personnel files confirmed that staff have received up to date training in respect of Adult Protection. Care Homes for Adults (18-65 years) Page 19 of 27 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, comfortable, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. People have enough privacy when using toilets and bathrooms. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Faro Lodge provides a homely, comfortable and safe environment for respite guests. Evidence: On the day of inspection all the communal areas were seen to be clean and tidy and the whole environment had a very comfortable and homely feel to it. No safety hazards were identified during a tour of the premises. Care Homes for Adults (18-65 years) Page 20 of 27 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent, qualified staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable. People’s needs are met and they are supported because staff get the right training, supervision and support they need from their managers. People are supported by an effective staff team who understand and do what is expected of them. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Staff are appropriately checked before being recruited and they are well trained, which helps ensure the health and safety of service users is protected. Staff receive formal supervision sessions and appraisals on a regular basis. Evidence: Staffing rotas were seen specifically for Faro Lodge and these confirmed appropriate levels were in place, in accordance with the individual needs and requirements of the guests staying at any particular time. The main staff files are maintained at the Independent Living Services office and a number were seen, which provided evidence of robust recruitment procedures. The contents of the files included sections such as: * Contract(s) (These were seen to be reviewed and updated as required.) * Sickness Records * Individual Training Records and Certificates Care Homes for Adults (18-65 years) Page 21 of 27 Evidence: * Communications (Which also included any completed incident report forms.) * Initial Application Details (This section included personal information, references, Enhanced Criminal Records Bureau Disclosure application and confirmation of clearance, application form and identification.) * Annual Leave Records Staff training records were also looked at, which confirmed that staff receive regular training and updates in mandatory areas such as first aid, food hygiene, moving and handling, health and safety and fire safety etc. Further training opportunities were also noted to be available for specialist knowledge such as epilepsy or challenging behaviour etc. The manager confirmed that 75 of the staff at FARO Lodge currently hold NVQ2 or higher. Records were also seen to confirm that staff receive good quality supervision and appraisals on a regular basis. Care Homes for Adults (18-65 years) Page 22 of 27 Conduct and management of the home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is run and managed appropriately. People’s opinions are central to how the home develops and reviews their practice, as the home has appropriate ways of making sure they continue to get things right. The environment is safe for people and staff because health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately, with an open approach that makes them feel valued and respected. They are safeguarded because the home follows clear financial and accounting procedures, keeps records appropriately and makes sure staff understand the way things should be done. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Faro Lodge is a well run service, where respite guests benefit from the ethos, leadership and management approach. Respite guests views underpin the selfmonitoring, review and development of the service and their rights and best interests are safeguarded by the Homes policies, procedures and record keeping. The health, safety and welfare of respite guests are promoted and protected. Evidence: The manager of Faro Lodge has a number of years experience in the care sector and has appropriate management qualifications. A good, clear and informative Quality Assurance process was seen to be in place and questionnaires are generally provided to guests and their families after each stay, so their feedback can be taken into consideration. Health and safety audits, procedures and checklists were seen to be very well Care Homes for Adults (18-65 years) Page 23 of 27 Evidence: organised and up to date. Some of the areas noted included: * Weekly Checklists (Including fire alarms, hoists etc.) * Health and Safety Manual and Procedures * Health and Safety Issues * Kitchen Food Hazard List * Hot and Cold Water Services * Staff Risk Assessments * Medical Alerts Overall, Faro Lodge was observed to be a well run service with the best interests of each guest being of the utmost importance. Care Homes for Adults (18-65 years) Page 24 of 27 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Adults (18-65 years) Page 25 of 27 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations Care Homes for Adults (18-65 years) Page 26 of 27 Helpline: Telephone: 03000 616161 or Textphone: or Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. Care Homes for Adults (18-65 years) Page 27 of 27 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!