Inspection on 24/10/06 for Glen Eldon

This inspection was carried out on 24th October 2006.

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

Glen Eldon 02/11/05

Glen Eldon 16/05/05

Glen Eldon 01/11/04

Glen Eldon 20/07/04

Glen Eldon 06/10/03

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

CARE HOME ADULTS 18-65 Glen Eldon Bighton Road Medstead Alton Hampshire GU34 5NA Lead Inspector Craig Willis Unannounced Inspection 24th October 2006 10:00 Glen Eldon DS0000012391.V317751.R01.S.doc Version 5.2 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 Glen Eldon DS0000012391.V317751.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 Adults 18-65. 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. Glen Eldon DS0000012391.V317751.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Glen Eldon Address Bighton Road Medstead Alton Hampshire GU34 5NA 01420 563 864 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) ILIACE Limited Elaine Bennett Care Home 9 Category(ies) of Learning disability (9) registration, with number of places Glen Eldon DS0000012391.V317751.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 2nd November 2005 Brief Description of the Service: Glen Eldon is registered to provide care and accommodation to nine people with learning disabilities. Service users are provided with their own bedroom and share the use of lounge, kitchen, dining room and bathrooms. There is an enclosed garden that service users have access to. The home is situated in a rural location within a few miles of the towns of Alresford and Alton which have a range of leisure, shopping and recreational facilities. The manager reported on 15/9/06 that the range of fees at the home is £1230 to £1800 per week, depending on the needs of the service user. Glen Eldon DS0000012391.V317751.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The evidence used to write this report was gained from a review of the information the provider sent to the Commission for Social Care Inspection (CSCI) and a site visit to the home on 24th October 2006. During the site visit the inspector spoke with care staff on duty, the manager, a visiting relative and a visiting care manager. CSCI surveys were received from three relatives. Due to the communication needs of service users, only one person was spoken with directly during the visit. The interaction between other service users and staff were observed throughout the visit. A tour of the building was made and documents relating to the running of the home were inspected during the visit. What the service does well: What has improved since the last inspection? New flooring has been fitted in the dining room and the kitchen has been decorated. One service user has been supported to choose new carpet and paint colour for their bedroom. Glen Eldon DS0000012391.V317751.R01.S.doc Version 5.2 Page 6 What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Glen Eldon DS0000012391.V317751.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR 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) Scoring of Outcomes Statutory Requirements Identified During the Inspection Glen Eldon DS0000012391.V317751.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standard 2. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. There are good systems to assess the needs of service users before they move into the home. EVIDENCE: The files of three service users were inspected during the visit, two of who had moved into the home since the last inspection. Each contained an assessment of their needs that was completed before they moved into the home. This assessment covers the individual needs of service users, including communication, personal care and cultural needs. A copy of the service users’ care management assessment was also available. A visiting care manager spoken with during the inspection said that the home had provided good support to his clients during the assessment and moving in process. Glen Eldon DS0000012391.V317751.R01.S.doc Version 5.2 Page 9 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 6, 7 and 9. Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. The home has excellent care planning and risk assessment systems, which are regularly updated and reflect the support that service users need. Good support is provided to help service users make decisions about their lives. EVIDENCE: The personal files of all three service users were inspected during the visit. Each service user had a care plan that was developed from their initial needs assessment and was regularly reviewed, either monthly or when the needs of service users changed. Care plans contain details of how service users should be supported to make decisions. Staff support service users to make decisions about activities they take part in by using a set of objects of reference that has been developed for each service user. This support was observed during the visit and was used in conjunction with Makaton sign language and provided in a sensitive and friendly manner. Glen Eldon DS0000012391.V317751.R01.S.doc Version 5.2 Page 10 Risk assessments were in place for all three service users whose files were inspected. These documents set out the assessed hazards to service users and action to minimise the risk of harm. The risk assessments had also been regularly reviewed, either every two months or when the needs of service users changed. Staff spoken with had a good understanding of the contents of the care plans and risk assessments. One relative who completed a CSCI comment card said, “all the staff at Glen Eldon are extremely friendly and caring and this shows in the way they interact with their clients”. Glen Eldon DS0000012391.V317751.R01.S.doc Version 5.2 Page 11 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 12, 13, 15, 16 and 17. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home provides good support for service users to take part in suitable activities, to maintain relationships with family and friends and provides good food. EVIDENCE: Service users are supported to take part in a range of educational and leisure activities. One service user spoken with said they like the activities they take part in and particularly like watching videos. On the day of the visit, four of the service users went out to a local outdoor activity centre. Service users’ files contained details of activities they had taken part in, including archery, boat trips, trampolining, cooking, swimming and horticulture. One family member spoken with during the visit said that support was provided for their relative to take part in a wide range of activities they enjoy, which was one of the reasons for choosing the home. Glen Eldon DS0000012391.V317751.R01.S.doc Version 5.2 Page 12 Service users are supported to keep in touch with family and friends through visits, phone calls and letters. One relative who was visiting and those completing a CSCI comment card said they were always made to feel welcome. Details of the support service users need to complete household jobs, such as cleaning and cooking, are detailed in their care plans. The home has a planned menu that takes into account the likes and dislikes of service users and provides a varied and balanced diet. The meal service users had during the visit included different options and service users appeared to be enjoying their food. Mealtimes are flexible to fit in with service users’ activities and the kitchen was well stocked with a variety of good quality food. Glen Eldon DS0000012391.V317751.R01.S.doc Version 5.2 Page 13 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 18, 19 and 20. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home provides good support to meet the personal care and health needs of service users. The medication systems in the home are good and protect service users. EVIDENCE: Details of the personal care support service users need are set out in their care plans. Staff spoken with demonstrated a good understanding of the needs of service users and how they should be met. One visitor spoken with said that staff provided good support to meet their relative’s needs. Records are maintained of service users’ visits to health services, including GP, dentist, optician, psychologist, psychiatrist and occupational therapist. The records kept included details of any advice given by the practitioner. Medication was stored in a locked cabinet in the office and medication administration records had been fully completed. All staff administering medication have undertaken training, including the administration of rectal diazepam. The manager reported that a new member of staff who had not yet completed their medication training did not support service users who are prescribed rectal diazepam to go out of the home without a trained member of Glen Eldon DS0000012391.V317751.R01.S.doc Version 5.2 Page 14 staff. All CSCI comment cards received from relatives said that they were satisfied with the overall care provided at the home. Glen Eldon DS0000012391.V317751.R01.S.doc Version 5.2 Page 15 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 22 and 23. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Service users are confident their complaints will be taken seriously and acted upon and the home has good adult protection systems, which help to keep service users safe. Action is being taken to ensure the home’s systems to record money held for service users are more robust. EVIDENCE: The home has a complaints procedure available, which sets out who will deal with a complaint and how long the provider will take to respond to a complaint. The procedure has been supplied to all service users in a pictorial format to aid understanding. One relative spoken with said they know what to do if they want to make a complaint and were confident that it would be taken seriously. Another relative said on a CSCI comment card that the manager had addressed issues of concern they had raised “with some vigour”. Since the last inspection the manager has received six complaints from staff about the way other staff are working. The complaints record indicated action that the manager had taken, including instructions staff had been given in supervision and group meetings. The manager said she thought the problems had been resolved, although expressed determination to ensure the problems did not reoccur. Three complaints had also been received from one of the home’s neighbours, concerning noise and parking. The manager has taken action to resolve these problems by providing clear instructions to staff. The home has an adult protection policy and a copy of the local authority adult protection procedures. Staff have received adult protection training and those spoken with demonstrated a good understanding of abuse and action to take if abuse was reported or suspected. Glen Eldon DS0000012391.V317751.R01.S.doc Version 5.2 Page 16 The money of three service users that was held by the home was inspected during the visit. The balance of two of the service users matched the records and receipts were available for purchases made on their behalf. The records of one service user indicated that the cash held was £98.95 over what was recorded as the balance. The area manager discovered this error during a recent audit of the money. The manager reported that she was meeting with the company’s finance manager to ensure that the problem is resolved. Glen Eldon DS0000012391.V317751.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 24 and 30. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home is well maintained and provides a safe, homely environment for service users. EVIDENCE: A tour of the communal areas of the home was made during the visit. The home is well maintained and decorated throughout. Furnishings are domestic and of good quality. The home has an enclosed rear garden, which service users are able to access. The manager reported that the provider has a maintenance team and she has no problem getting work done when it is required. Since the last inspection new flooring has been fitted in the dining room and the kitchen and utility room have been decorated. The manager reported that one service user’s bedroom is being re-decorated after they were supported to choose the carpet and paint colours. The manager also reported that she is planning to purchase new carpets for the communal areas. The home has a separate laundry room, which is accessed through the garden. At the time of the visit the washing machine was not working properly. The manager reported that this had been reported and they were expecting the Glen Eldon DS0000012391.V317751.R01.S.doc Version 5.2 Page 18 machine to be repaired the following day. There are hand-washing facilities in the kitchen, laundry room, bathrooms and toilets. Glen Eldon DS0000012391.V317751.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 32, 34 and 35. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home has good systems to protect service users and meet their needs through the staff training programme and recruitment procedures. EVIDENCE: None of the twelve staff employed have achieved the National Vocational Qualification (NVQ) at level two or above. The manager reported that nine of the staff have enrolled on the NVQ level three and would be supported to complete the work required. During the visit, staff were observed interacting with service users in a friendly and respectful manner. The records of two staff that have been employed since the last inspection in November 2005 were inspected during the visit. These records contained two written references and a Criminal Records Bureau (CRB) disclosure. The manager reported that CRB disclosures had been obtained for all staff working in the home. Staff spoken with said that they received very good training, which helped them to meet the needs of service users. A record is kept of all training that staff have undertaken and staff appraisals include a training needs assessment. Staff complete an induction based on the learning disability Glen Eldon DS0000012391.V317751.R01.S.doc Version 5.2 Page 20 awards framework. Courses staff have completed include first aid, medication administration, food hygiene, fire safety, health and safety, infection control, adult protection, moving and handling, epilepsy, Makaton sign language and autism. Glen Eldon DS0000012391.V317751.R01.S.doc Version 5.2 Page 21 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. 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 are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 37, 39 and 42. Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. The home is run by a competent manager who takes action to promote the health, safety and welfare of service users and staff and uses feedback from service users and their relatives to plan improvements to the service. EVIDENCE: The manager has completed the Registered Manager’s Award and said she receives good support from the senior management staff and is able to speak with them whenever she needs to. Staff spoken with said that they felt well supported by the manager. A visiting relative spoken with said that the manager was “very knowledgeable and ensures that things get done”. The home has sent out questionnaires to relatives and staff to gain their views of the quality of the service that is being provided. The results of these surveys are collated and used to create an annual development plan. The Glen Eldon DS0000012391.V317751.R01.S.doc Version 5.2 Page 22 manager kept relatives informed of events at the home through a quarterly newsletter. A care manager spoken with during the visit said the home provided excellent support to relatives and kept them informed of events. One relative who completed a CSCI comment card said, “we have good communication links with the Glen Eldon team, and issues are discussed quickly and honestly”. The manager reported that formal service users’ meetings are not held, due to their communication needs. Individual meetings are held between service users and their keyworker. Records of these meetings are kept and used to assess any changes in the service that are required. Senior managers from the providers visit the home each month to review the service quality. Reports of these visits contain actions that are required to improve the service. The home has a fire risk assessment and regular checks are made of the fire warning system and the equipment. The gas system is serviced annually and annual tests of portable electrical appliances are completed. Assessments are completed for chemicals used in the home, which are stored in a locked cupboard. The temperatures of the fridge and freezer are taken daily and recorded. Accidents and incidents to service users and staff are recorded and reported where necessary. Glen Eldon DS0000012391.V317751.R01.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 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 X 2 3 3 X 4 X 5 X INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 3 ENVIRONMENT Standard No Score 24 3 25 X 26 X 27 X 28 X 29 X 30 3 STAFFING Standard No Score 31 X 32 2 33 X 34 3 35 3 36 X CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 4 3 X 4 X LIFESTYLES Standard No Score 11 X 12 3 13 3 14 X 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 X 4 X 4 X X 3 X Glen Eldon DS0000012391.V317751.R01.S.doc Version 5.2 Page 24 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations Glen Eldon DS0000012391.V317751.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection Hampshire Office 4th Floor Overline House Blechynden Terrace Southampton SO15 1GW 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 Glen Eldon DS0000012391.V317751.R01.S.doc Version 5.2 Page 26 - 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. 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