Inspection on 04/08/05 for Flowerdown House

This inspection was carried out on 4th August 2005.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Excellent. 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

Flowerdown House 13/03/08

Flowerdown House 20/02/07

Flowerdown House 27/03/06

Flowerdown House 05/04/04

Similar services:

The Vicarage

Fairfields Country Rest Home

7 Hyde Road

5 Seafield Road

Poldhu

Queensmount

Trevaylor Manor

Didsbury Court Rest Home

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

CARE HOMES FOR OLDER PEOPLE Flowerdown House 55 Beach Road Weston Super Mare North Somerset BS23 1BH Lead Inspector Patricia Hellier Unannounced 4 August 2005 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 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. Flowerdown House D53_D02 S33678 Flowerdown House V186256 04.08.05 stage4.doc Version 1.40 Page 3 SERVICE INFORMATION Name of service Flowerdown Address 55 Beach Road Weston Super Mare BS23 1BH Telephone number Fax number Email address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) 01934 621664 0934 420111 The Royal Air Forces Association Mrs Alison Louise Stringer Care Home - Personal Care Only 8 Category(ies) of Old Age - (8) registration, with number of places Flowerdown House D53_D02 S33678 Flowerdown House V186256 04.08.05 stage4.doc Version 1.40 Page 4 SERVICE INFORMATION Conditions of registration: 1. Younger Adults falling in to other categories may be accomodated subject to the prior agreementof the inspector. 2. Only rooms with level access to be used for resedential care. Rooms 17 and 3 only to be used by wheelchair users. Rooms 1,2,3,14,18 19 and 20 can be used as single or double rooms for family members or people who actively request to share together. Date of last inspection 2 November 2004 Brief Description of the Service: Flowerdown House is owned and managed by the Royal Air Forces Association. RAFA and the Royal Air Force Benevolent Fund work closely together to offer holiday and respite breaks to RAF personnel and their relatives. Only a small proportion of these guests receive personal care. The majority of the guests, who require personal care, are older people. Younger adults, falling into other categories may be accommodated subject to the prior agreement of the CSCI. Mrs Alison Stringer is the registered manager of Flowerdown House. Mrs Tricia Freer, Welfare Director for RAFA is responsible individual for the organisation. Flowerdown House is situated on the sea front at Weston Super Mare. The property dates from the turn of the century, and has been converted to provide spacious hotel style accommodation. Guests who require personal care are accommodated in designated rooms. These have level access good adaptations and a call bell system. Flowerdown House D53_D02 S33678 Flowerdown House V186256 04.08.05 stage4.doc Version 1.40 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This announced inspection took place over five and a half hours on 4 August 2005. The Registered Manager, Alison Stringer, was present during the inspection. All residents and members of staff on duty also took part in the inspection. Before the inspection the information about the home was received from the pre inspection questionnaire. Due to the limited short stay nature of the residents at this home it was not possible to get comment cards returned for the inspection. All residents spoken with on the day of inspection stated, “the surroundings and environment are very nice to be in”; “I am very satisfied”. They were all aware of the complaints process should they need to use it. However all said they had nothing to complain about. Two letters of thanks were seen thanking the staff for “their care and kindness”. The inspector toured the premises; spoke to 4 members of staff, 7 residents and 2 relatives. All residents and staff spoken with told the inspector that the home was very good and the staff very kind. What the service does well: What has improved since the last inspection? New bedspreads have been provided that blend nicely with the décor of the rooms but are not too long thus avoiding potential trip hazards. New upright high backed chairs have been provided in bedrooms to provide greater comfort and ease of sitting for those with back and hip problems. A number of staff have commenced their NVQ training to ensure competent and current good practice is provided. The homes’ polices and practices have been reviewed and updated. Flowerdown House D53_D02 S33678 Flowerdown House V186256 04.08.05 stage4.doc Version 1.40 Page 6 What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. Flowerdown House D53_D02 S33678 Flowerdown House V186256 04.08.05 stage4.doc Version 1.40 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 Standards Statutory Requirements Identified During the Inspection Flowerdown House D53_D02 S33678 Flowerdown House V186256 04.08.05 stage4.doc Version 1.40 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 standard(s) 1,3 The Residents’ guide is comprehensive and provided prospective residents with information to make an informed choice. The home’s assessment process is thorough and ensures that it is able to meet residents’ needs. EVIDENCE: Residents are provided with a comprehensive Residents’ booklet containing the Statement of Purpose and all the information required to ensure they or their relatives have access to the relevant information at all times. Care needs are well met through a full assessment process and the completion of a care plan from this information. The assessment includes all the elements listed in the standard. A comprehensive assessment was seen three recent residents. One resident when spoken to said ‘I am well looked after they know what I need’, ‘you can’t fault the staff they are wonderful’. Flowerdown House D53_D02 S33678 Flowerdown House V186256 04.08.05 stage4.doc Version 1.40 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 standard(s) 7,8,10 Service users benefit from care plans that are well formulated and give clear information to enable staff to meet residents’ health and social care needs. Respect and dignity are well maintained by kind and caring staff. EVIDENCE: Individual records are kept for each of the residents and inspection of the records for three residents contained well-formulated risk assessments for Manual Handling and falls. Other personal and environmental risk assessments were present to ensure the safety of the resident while promoting independence as able. The care plans clearly identified health and social care needs and actions to meet these needs. Residents spoken to confirmed the staff were well aware of their needs and did everything to meet them. For example one resident said ‘they notice when you are unwell and come and help you’. Another resident said ‘they are absolutely lovely and I would always come back here.’ Staff interview clearly had spent time getting to know the residents and their needs. The interactions of the care staff observed demonstrated respect for individuals and their right to privacy. Residents spoken to said ‘the staff are very thoughtful and kind and treat you very well’ Flowerdown House D53_D02 S33678 Flowerdown House V186256 04.08.05 stage4.doc Version 1.40 Page 10 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 standard(s) 12,13,14,15 Social activities and meals are both well managed, creative and provide daily variation and interest for residents. Visitors are welcomed at any time and activities with the local community are enabled. Residents are offered opportunity to exercise choice whenever possible. EVIDENCE: A programme of activities is arranged weekly with three outings per week, local events and on some evenings a local music group. All residents said that they liked the outings, the bar and the opportunity to share memories. Staff were seen spending time talking with residents and assisting them to have an enjoyable time. There are 5 electric scooters available for residents’ to use, subject to individual risk assessment, to explore the sea front and town. During the inspection staff were observed offering choice and enabling residents to make choices in all aspects of daily living. Residents told the Inspector that they feel they are actively encouraged to follow their preferred routine and to remain as independent as possible. All the residents said that the ‘food is good’ and that they liked the daily choices offered. For example one resident said ’if you don’t like something they’ll change it’. Emphasis is placed on home cooking and the menus showed a varied, balanced and nutritious diet. The meal on the day of inspection reflected this. Flowerdown House D53_D02 S33678 Flowerdown House V186256 04.08.05 stage4.doc Version 1.40 Page 11 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 standard(s) 16,18 Residents are confident that they are listened to and their requests acted upon. Residents are protected from abuse by knowledgeable and competent staff EVIDENCE: The home has a detailed complaints procedure that is displayed in the hall together with a suggestions box. All residents are given a copy of the’ Complaints, Concerns and Suggestions’ leaflet. There have been five complaints in the last year. Detailed records of the complaint, the actions taken and the outcomes together with timescales were seen and showed compliance with the home’s policy. Four of the five complaints have been resolved at local level. Residents stated that if they were not happy about anything they would speak to the manager. Staff and residents spoken to, say ‘the manager is very approachable and understanding’. One resident said ‘I’ve nothing to complain about it’s the best.’ ‘I come here every year’. The home has a copy of the North Somerset ‘No Secrets’ guide and a Whislteblowing policy. A procedure for responding to allegations of abuse is available and staff were fully aware of it. Staff said they had never seen any signs of abuse in the home and demonstrated a good understanding of what forms abuse can take. All residents said ‘the staff are very kind and take time, you can’t fault them’. Flowerdown House D53_D02 S33678 Flowerdown House V186256 04.08.05 stage4.doc Version 1.40 Page 12 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 standard(s) 19,22,26 Residents are provided with safe, homely and comfortable surroundings. The home has suitable equipment to maximise resident independence. Robust Infection control practices are followed. EVIDENCE: The property is maintained to a high standard, with homely and comfortable communal spaces. All rooms registered with the Commission for residents requiring personal care have level access, and en suite facilities suitable for individuals with impaired mobility. Residents’ rooms are comfortable, well decorated and have electric profile beds and other aids as required by the resident during their stay. The home has a large number of aids and adaptations for use by residents during their stay. Redecoration and refurbishment of some areas of the home have been completed. New bed covers have been provided to remove the risk of trip and fall hazards. A maintenance plan was seen which evidenced the ongoing routine maintenance and renewal of the fabric for the benefit of residents. The home has grab rails situated at relevant points and a shaft lift that is easily used to assist resident mobility and aid independence within the home. Flowerdown House D53_D02 S33678 Flowerdown House V186256 04.08.05 stage4.doc Version 1.40 Page 13 All resident rooms are provided with locks that are accessible to staff in an emergency. The home was clean and free from offensive odours throughout. Staff interviewed and observed demonstrated good understanding of Infection control procedures and practices and maintained a clean and hygienic environment. Flowerdown House D53_D02 S33678 Flowerdown House V186256 04.08.05 stage4.doc Version 1.40 Page 14 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 considers Standards 27, 29, and 30 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 27,29 The numbers and skill mix of staff are sufficient to meet residents’ needs. The procedures for the recruitment of staff are satisfactory and provide the safeguards for the protection of people living in the home. EVIDENCE: The personal care needs of the guests vary enormously from week to week. Sufficient care staff are provided to meet the needs of up to 8 guests who require personal care. Residents spoken to said that the staff were kind and caring and always there to help. During the visit staff were observed spending time with residents. There are also domestic and kitchen staff who are part of the close teamwork to ensure the residents needs are catered for. Personnel files for 3 new members of staff inspected showed robust recruitment procedures thus ensuring all the safeguards to protect vulnerable residents had been provided. Evidence of induction programmes was seen and staff interviewed confirmed that they had been supervised in practice until police checks had been confirmed and they were competent to practice alone. Staff stated they feel well supported and confident in their work. One resident was heard say ‘ the staff are all marvellous, you couldn’t have done more for me, I’m so much better. Everything has been wonderful’. Flowerdown House D53_D02 S33678 Flowerdown House V186256 04.08.05 stage4.doc Version 1.40 Page 15 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 33, 35 and 38 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 32,38 The manager provides clear leadership and guidance to staff to ensure residents receive consistent care in a safe environment. EVIDENCE: The manager gives clear leadership, guidance and direction to staff. Residents feel the manager is approachable, available and seeks to ensure all their needs are met. Records inspected showed robust underpinning management structures in place and maintained, for effective management and the benefit of residents. Records inspected indicated regular safety and fire checks are carried out. Staff spoken to confirmed that regular fire instruction and drills had taken place. A consultancy firm provides good environmental risk assessments that are regularly reviewed to ensure the safety of residents at all times. Several staff have received first aid training and all staff spoken with stated they felt competent to deal with any accident should it occur. Staff interviewed demonstrated a good knowledge of Health and Safety principles and practices. Flowerdown House D53_D02 S33678 Flowerdown House V186256 04.08.05 stage4.doc Version 1.40 Page 16 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 ENVIRONMENT Standard No 1 2 3 4 5 6 Score Standard No 19 20 21 22 23 24 25 26 Score 3 x 3 x x x HEALTH AND PERSONAL CARE Standard No Score 7 3 8 4 9 x 10 4 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 3 14 x 15 4 COMPLAINTS AND PROTECTION 4 x x 4 x x x 3 STAFFING Standard No Score 27 3 28 x 29 3 30 x MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score Standard No 16 17 18 Score 3 x 3 x 4 x x x x x 3 Flowerdown House D53_D02 S33678 Flowerdown House V186256 04.08.05 stage4.doc Version 1.40 Page 17 NO Are there any outstanding requirements from the last inspection? STATUTORY REQUIREMENTS This section sets out the actions which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard 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 26 Good Practice Recommendations The use of yellow clinical waste bags in the bins in residents rooms. Flowerdown House D53_D02 S33678 Flowerdown House V186256 04.08.05 stage4.doc Version 1.40 Page 18 Commission for Social Care Inspection Address 1 Address 2 Address 3 Address 4 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 Flowerdown House D53_D02 S33678 Flowerdown House V186256 04.08.05 stage4.doc Version 1.40 Page 19 - 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!