Inspection on 07/06/07 for Glen, The

This inspection was carried out on 7th June 2007.

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, The 22/11/05

Glen, The 20/07/05

Glen, The 02/12/04

Glen, The 21/04/04

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

CARE HOMES FOR OLDER PEOPLE Glen, The 57 Part Street Southport Merseyside PR8 1JB Lead Inspector Elaine Stoddart Key Unannounced Inspection 7th June 2007 09:30 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Glen, The DS0000005323.V342996.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. Glen, The DS0000005323.V342996.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Glen, The Address 57 Part Street Southport Merseyside PR8 1JB 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) 01704 544332 Miss Carol Lynn Marshall Miss Carol Lynn Marshall Care Home 10 Category(ies) of Dementia - over 65 years of age (1), Old age, registration, with number not falling within any other category (10) of places Glen, The DS0000005323.V342996.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. 3. Service users to include up to 10 OP The service should employ a suitably qualified and experienced manager who is registered with the Commission for Social Care Inspection The service is registered to provide personal care to one named service user in the category of DE(E). This variation will cease when the service user is no longer resident 22nd November 2005 Date of last inspection Brief Description of the Service: The Glen is a private family run residential care home, which provides personal care and support for up to 10 elderly residents. The home is owned and managed by Ms. Carol Marshall who provides hands on care and support to the residents and staff. Nursing care is provided by the nursing services when required. The home is located close to the town centre of Southport. Amenities provided within the town include cinema, shops, restaurants, pubs and parks. These can be accessed by local transport or within walking distance of the home. The Glen is a large detached property, within its own grounds. The owner purchased the property as an existing care home. The accommodation is located on two floors. There is no lift access provided. The home provides a dining room, which caters for all residents. A large comfortable lounge is located on the ground floor. Parking is available at the front entrance. Disabled access is provided via a portable ramp to the front garden. A call system is available throughout and assisted bathing facilities. All residents are registered with a GP. Positive comments were received from the residents, relatives and visitors on the service provided and are included within this report. The cost for the service is £355.50 per week. Glen, The DS0000005323.V342996.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The site visit took place over one day. It was an unannounced visit and conducted as part of the regulatory requirement for care homes to be inspected. A tour of the building was conducted. A selection of care staff and home records were also viewed. During the inspection two residents were case tracked (their care files were examined and their views of the home were obtained). This process was not carried out to the detriment of other residents who also took part in the inspection process. The manager, three staff members, five of the residents, one relative and two visitors were spoken with and their views obtained of the home. Survey forms ‘Have your say about….’ were also given to residents/relatives to complete. Comments received from the surveys and discussions were very positive and are incorporated within this inspection report. What the service does well: The home provides a very clean, pleasant, homely, relaxed and comfortable place for the residents to live. Rooms viewed were found to be ‘spotless’, with clean fresh bedding, pleasant smells and no offensive odours. The home continues to maintain full occupancy levels. The home is resident focused and relatives and friends are encouraged to call in as often as they wish. Visitors are made welcome and invited to stay for lunch with their relatives. Positive comments were received from those people spoken with. “Since moving to The Glen, I have been very comfortable and content”. Resident. “All the staff are extremely friendly and helpful. They welcome my family openly when they come to visit”. Resident. “I am always made welcome. I have visited allsorts of homes and this is the best. The staff are the best. I trust them to look after my relative and they do it very well”. Relative. Since the last inspection the home has met the requirements made. Glen, The DS0000005323.V342996.R01.S.doc Version 5.2 Page 6 The home is well managed and owned by Carol Marshall, who is experienced and qualified in the care of the elderly. An ongoing training programme is in place, which provides the staff employed with the necessary skills to enable them to deliver care and support to the residents. The home is committed to providing NVQ (National Vocational Qualifications) for their employees. The manager has a qualification in NVQ Level 4 and the deputy has NVQ Level 2 and 3. There is a low turnover of staff, which ensures continuity of care to the residents. Staff provide a personal approach to the care and support of the residents. Comments from residents and relatives include: “The staff are marvellous”. Resident. “I always get a smile and a Hello in the morning”. Resident. “The staff are so loving and friendly. We are always offered a drink when we call. I feel part of the family”. Visitor. The recording systems are well organised and kept up to date. A varied menu is available and alternatives are offered. Meals are flexible to suit the needs of the residents. Residents commented: “The food is exceptional”. “The food is very nice, home cooked”. What has improved since the last inspection? The home has met the requirements made at the last inspection. An Occupational Therapist report has been made on the home. The recommendations made have been addressed. Improvements have been made to maintain the high standard internally and many rooms have bee refurbished. Glen, The DS0000005323.V342996.R01.S.doc Version 5.2 Page 7 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, The DS0000005323.V342996.R01.S.doc Version 5.2 Page 8 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 Glen, The DS0000005323.V342996.R01.S.doc Version 5.2 Page 9 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): Standards 1,2,3,4, 5,6. Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Information is available to prospective residents who are encouraged to visit the home prior to admission. Full assessments are undertaken to ensure resident’s needs are be met. Contracts of terms and conditions are in place. Standard 6 is not provided. EVIDENCE: Since the last inspection two new residents have been accommodated. Their care files were viewed to show that assessments had been completed prior to admission. The admission assessment completed by the manager contains details of each resident. These include basic details, medical needs, physical needs, diet, social, religious and health care needs. This information forms the care plan, which ensures the staff can meet those needs. Glen, The DS0000005323.V342996.R01.S.doc Version 5.2 Page 10 Manual Handling assessments are in place and resident’s weights are recorded monthly. All health care visits recorded. The home has a statement of purpose and service user guide, last inspection reports, complaints procedures and residents views of the home displayed in the entrance for prospective residents and visitors to view. A list of the residents rooms, who occupies them and photographs of the staff employed are also displayed. Certificates of staff qualifications are displayed to view. Contracts of terms and conditions are in place in resident’s files and residents confirmed their understanding of these. Prospective residents and relatives are invited to visit the home to meet the staff, view the home and talk to the residents. This was confirmed with residents and relatives spoken with. “I have visited allsorts of homes and this is the best”. Relative. “Since moving to The Glen, I have been very comfortable and content”. Resident. The home does not provide intermediate care. Respite care is provided for those residents who require a short break. One resident spoken with was admitted for short-term care and could not praise the home enough for the care and support provided. “The home is exceptional. The care and attention is second to none. Nothing is too much trouble. I have only been here for a short while and I have improved so much”. A pleasant, relaxed and homely atmosphere was present throughout the day. Staff were observed to be attentive at all times to both residents and visitors who called at the home. The home is family run and has a dog which wanders around the home and the residents love. The manager’s family were calling in throughout the day and chatted freely with residents and visitors. This did not intrude on the residents care and complimented the homely, pleasant ‘family’ atmosphere present. Glen, The DS0000005323.V342996.R01.S.doc Version 5.2 Page 11 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): Standards 7,8,9,10,11. Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Residents’ health and personal care needs are met and they are treated with dignity and respect. EVIDENCE: Two care files were viewed and demonstrated that the care plan has been generated from the full assessment of need obtained prior to admission. A picture of each resident is available for identification purposes. The manager is developing a new format to obtain more information on the past social history of the residents once they have settled into the home. This is to be completed by their key worker and will enable staff to obtain information on ‘where they have worked, family background and interests’. The manager is planning to look at ‘family tree’ with each resident. The care plans viewed are detailed, easy to follow and provide up to date information on the residents care needs. The plans identify needs, how the staff are to meet those needs and what outcomes are to be monitored to Glen, The DS0000005323.V342996.R01.S.doc Version 5.2 Page 12 improve the quality of life for the residents. All care plans are reviewed monthly by the manager and reviews by the placing authorities undertaken when required. All health care visits are recorded and GP visits show why the GP was called out and what action was taken to enable the home to monitor progress closely. Daily records are maintained to show residents progress and daily care needs given. All residents have access to services such as GP, optician, chiropody, dental services. These are recorded within their plan of care and daily reports. Residents and relatives spoken with and records viewed confirmed this. These records were very easy to follow and outcomes for the residents can be monitored easily. All accidents and incidents are recorded. One resident is having support from the district nurse due to a bed sore, which she had prior to her admission to the home. All health care visits are recorded. Two other residents receive daily visits from the nurse to provide diabetic care. Staff and the manager always accompany residents to health care services appointments if they require assistance. Residents spoken with confirmed that it is ‘reassuring that the staff come with us as we can sometimes be at the hospital appointments for a long time’. The staff also assist residents to go shopping for clothes or any other items, which they need. The residents have access to a hairdresser who visits the home and staff provide nail care weekly. Medication policies and procedures are in place. Sample signatures are recorded for all staff who administer medication. A list of staff who are responsible for administration is kept. Information is contained in the medication file on the drugs administered, such as allergies or side effects. Identification photographs of residents ensure the medication is administered safely. All administrations are signed. Medication delivered and returns are recorded. Discussion took place with the manager regarding written entries on the MAR (medication administration record). The manager agreed to obtain a countersignature to ensure the written entry complies with the prescript dose. Medication is securely stored. The pharmacist conducts regular audits. Medication training is in place for staff and is regularly updated. The manager assesses staff competency prior to them taking this responsibility. Observation throughout the day demonstrated that dignity and respect of the residents is maintained at all times. Resident’s who wish to stay in their rooms or go into the lounge or dining room is upheld. Residents spoken with were complimentary regarding the staff and comments are include: “I prefer to eat in my own room and it is always nicely set out on my tray”. Resident. Glen, The DS0000005323.V342996.R01.S.doc Version 5.2 Page 13 “The care and attention is second to none. Nothing is too much trouble. I have only been here for a short while and I have improved so much”. Resident. “I trust them to look after her and they do it very well”. Relative. Staff were observed to knock prior to entering private rooms and personal care was given in private. Clothing is labelled to avoid losses. There are no double rooms. Visitors and relatives were observed to meet with residents in the privacy of their room and were offered drinks and snacks when they arrived. Social contacts are encouraged and staff provided support and transport were needed. The residents have access to a telephone for their use. Assessments viewed showed that the residents had been consulted of on how the home should treat them at the time of their death should this arise and preferences on services and arrangements are recorded sensitively. Glen, The DS0000005323.V342996.R01.S.doc Version 5.2 Page 14 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): Standards 12,13,14,15. Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. The home provides a wholesome, well balanced diet for the residents. The residents have choice and control over their lives. EVIDENCE: Observation and discussion with residents, visitors, relatives, staff and viewing of records confirmed that the residents have choice and control in the way they conduct their lives. A number of residents are able to go out independently to access the community. Families and friends are made welcome and residents are able to stay with their relatives for short breaks or go for weekly visits. One resident goes to her daughters regularly for lunch, while another resident often goes to stay with his family. Families and visitors are encouraged to call, maintain contact with their relatives and stay for lunch if they wish. This was observed throughout the day as relatives and visitors were made welcome, chatted with staff and residents and offered drinks and snacks. The comments made were all positive regarding the welcome and homely, family environment provided. Glen, The DS0000005323.V342996.R01.S.doc Version 5.2 Page 15 “The Glen is not a home in general terms, it’s a cosy house”. Relative. “Always made welcome”. Relative. “The Glen is lovely, homely and clean. The staff are so loving and friendly. We are always offered a drink when we call. I feel part of the family”. Visitor. The home conducts a resident’s surveys twice a year to obtain views and hold residents meetings to discuss the activities in place to ensure they are providing what they want. An activity programme is in place and all activities provided and who took part is recorded. Activities include: armchair exercises, music afternoons, entertainers, garden parties, music hall visits, meals out, clothes parities, pantomimes and Christmas parties. Pictures are displayed of the residents taking part and an activity file shows pictures of the residents, families and friends all taking part and having a good time. A garden party is planned for August and residents and family spoken with confirmed they are looking forward to this. Residents spoken with confirmed their satisfaction with the activities in place and they could join in if they wish. The home organised a team of actors to provide a pantomime in the home for the residents and the residents said they enjoyed this very much. “As well as outings there are exercise classes, social evenings and garden parties in the summer. At Christmas there is a Panto”. Resident. “I don’t join in the exercise classes”. Resident. Access is available to church services of their choice or communion at the home. One resident was meeting with visitors from her local church during the inspection. The staff provide assistance for the residents to access local shops, supermarkets and appointments. The residents said that this enables them to get out personally to buy clothes and personal items of their choice. One resident had recently purchased a new TV and was accompanied by the manager and he was really pleased with his purchase. Another resident was accompanied to purchase new shoes. The home is a family run business and during the day relatives and family members visited. This did not encroach on the privacy of the residents who commented that they are always happy to see them and spoke freely with the visitors during the day. The home has a dog, which wanders freely around the communal rooms and is welcomed by the residents compliments the homely, comfortable setting. Glen, The DS0000005323.V342996.R01.S.doc Version 5.2 Page 16 Meals are served in a pleasant dining room, which is laid with tablecloths and serviettes and provides a pleasant place for resident to eat. Residents have the choice of eating in their own rooms if they wish and residents confirmed this when spoken with. Menus are in place and alternatives are available. The main meal is served at lunchtime. Special diets, such as diabetics are catered for. Residents spoken to provided positive comments on the food provided. “Nice dinners”. “The food is exceptional”. Snacks and drinks are available throughout the day. The home provides a flexible approach to meal times and residents have breakfast and supper when they wish. Relatives and visitors are invited to stay for lunch and are given drinks and snacks when they visit. This was observed to take place during the visit. The home is completing the ‘Safer food better business’ guidance. All temperatures for food and fridge/freezers are recorded. An environmental health report in June 2006 provided a 4 star rating for the food hygiene. Residents and their families are encouraged to look after their own finances. A number of residents have their own bank accounts and the manager is not appointee for any resident. The manager looks after the personal allowances for three residents and all monies accounted for, receipts obtained and balanced. Records were viewed to confirm this. The manager has been assisting one resident to open a new bank account. Four residents have an advocate /or power of attorney to handle their financial affairs. The residents are able to bring their personal possessions with them into the home and one new residents has brought in her organ, which is kept in her own room. The resident was observed to play the organ during the visit and was very happy that the home enabled her to bring it with her. Rooms viewed contained personal possessions and were individually decorated to the residents’ choice. One resident commented, “I have recently had my room decorated and helped to choose the décor. I am really pleased”. Glen, The DS0000005323.V342996.R01.S.doc Version 5.2 Page 17 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): Standards 16,17,18. Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Policies and procedures are in place to protect residents form abuse. Residents and relative are aware of how to make a complaint. A robust recruitment and selection procedure is in place. EVIDENCE: No complaints have been recorded since the last inspection. Residents, visitors and relatives spoken with said that they are aware of how to make a complaint should they have one. This information is contained in the service user guide and displayed in the entrance of the home. “I know the complaints procedure and would act on my Mothers behalf”. Relative. Policies and procedures are in place on complaints and abuse. All staff are provided with this information on induction and sign to acknowledge their understanding. Discussion with the manager confirmed that a copy of ‘Safeguarding Adults’ is maintained and staff have access. The policy on abuse should be updated to incorporate CSCI number and address and the correct protocol to follow via safeguarding adults. The manager agreed to action this. Glen, The DS0000005323.V342996.R01.S.doc Version 5.2 Page 18 Further training in abuse is to be organised for all staff this year. Staff spoken with confirmed their understanding of what to do should they witness any abuse. All staff are recruited and selection through the correct procedure, which involves POVA checks (protection of vulnerable adults) and two written references are obtained. Staff files viewed confirmed that all the correct procedures had been followed. Resident’s rights are contained within the service user guide and statement of purpose, which is available to all residents and visitors. Were residents lack capacity they have access to solicitors/and or advocates to act on their behalf. Four of the residents have this service. Glen, The DS0000005323.V342996.R01.S.doc Version 5.2 Page 19 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): Standards 19,20,21,22,23,24,25,26. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home provides a homely, comfortable and clean environment for the residents to live. EVIDENCE: A number of private rooms were viewed and all the communal areas. These were found to be comfortably furnished, spotlessly clean and homely. A programme of planned maintenance is in place. Repairs, decoration and improvements are undertaken when needed to maintain the standard. The grounds are attractive, kept tidy and safe and provide a pleasant outlook from the accommodation. Residents and visitors provided positive comments on the homely, comfortable environment. Individual rooms are personalised with their own possessions and residents said they are very satisfied with their Glen, The DS0000005323.V342996.R01.S.doc Version 5.2 Page 20 accommodation. All toilets and bathrooms are clean and fresh and clean towels and cloths put out daily. There are no en suite facilities. However sufficient toilets and bathrooms are available and accessible for the residents use. Residents spoken with confirmed this. There are no odours in place throughout. All services for gas and electricity are up to date. The laundry is located in the basement and has sufficient equipment in place. Al rooms are naturally ventilated. Since the last inspection a number of improvements have been made to the building and include: a number of residents rooms have been refurbished, new carpets/or new flooring laid, new shower. A number of rooms have been refitted with ‘wood effect’ flooring and residents spoken with said they ‘like it’. The manager confirmed that the flooring is of a non-slip coating and risk assessments would be provided should a risk be identified. The fire escape is in need of repainting, the exterior of the home upgrading and some windows replacing. The recent fire report did not find the fire escape to be ‘unsafe’. The exterior does not compliment the internal appearance of the home, which is well maintained and spotless. Discussion with the manager confirmed that a grant has been applied for to re decorate the exterior, paint the fire escape and purchase new armchairs for the lounge. The manager is yet to receive confirmation on acceptance of the grant. A risk assessment is now in place for the use of the portable ramp at the front entrance. An assessment by an Occupational Therapist was conducted on the building in May 2006 and recommendations made. These have been addressed by the home and a further check was made to confirm this in July 2007. Risk assessments are in place for all residents’ rooms were there are no radiator covers and environmental risk assessments are completed and regularly updated. Risk assessment for radiators and room was seen to confirm. The manager was requested to provide risk assessments for the communal areas at the visit and agreed. A fire risk assessment of the building was completed and fire services are checked regularly (October 2006). Emergency lighting and fire drills are recorded regularly and all staff have received fire training. Glen, The DS0000005323.V342996.R01.S.doc Version 5.2 Page 21 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): Standards 27,28,29,30. Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Sufficient staff are on duty to meet the needs of the residents. Training is in place to ensure competency of their role. The procedures for the recruitment of staff are robust. EVIDENCE: Records viewed, observation during the inspection and discussion with staff and residents demonstrated that sufficient staff are on duty to meet the needs of the residents. The home has a low staff turnover, which ensures continuity of care. Residents and relatives spoke highly of the staff and the care and support provided. “The night staff are excellent”. Resident. The staff are the best”. Relative. “The staff are marvellous”. Resident. “I always get a smile and a Hello in the morning”. Resident. Glen, The DS0000005323.V342996.R01.S.doc Version 5.2 Page 22 Staff spoken with and records viewed confirmed that a training plan is in place and they are encouraged to take qualifications in NVQ. 50 of the care staff are qualified in at least NVQ Level 2. A full training programme includes all mandatory training such as moving and handling and fire awareness. Training is regularly updated and planned for the coming year. Other training in provided includes dementia care, diabetic care, Parkinson’s care, care of the dying and palliative care. A robust recruitment and selection process is in place and records showed that all staff are employed following a satisfactory CRB (criminal record bureau check) and two written references. An induction process is in place to ensure staff are aware of their roles and responsibilities. This is completed in conjunction with ‘Skills for Care’. All staff receive a code of practice and sign for these. Staff spoken with spoke highly of the management and pleasant environment in which they work. Glen, The DS0000005323.V342996.R01.S.doc Version 5.2 Page 23 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): Standards 31,32,33,35,36,38. Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. The home is well managed in the interest of the residents. EVIDENCE: The registered manager is experienced in the care of older people and has a qualification in NVQ Level 4, Registered Managers Award. Residents spoken to gave positive comments regarding the care, support and direction the manager provides. “Carol always listens”. “Carol is very caring”. A positive, open and inclusive atmosphere was witnessed during the inspection. The manager is in day-to-day control of the home and has developed well-organised systems, procedures and records. She is available daily to discuss any issues with staff, visitors, relatives and residents and this was observed throughout the Glen, The DS0000005323.V342996.R01.S.doc Version 5.2 Page 24 inspection as she chatted with residents and welcomed visitors to the home. The manager creates a homely, family run and comfortable place for the residents to live and this was confirmed in the comments made. Records are up to date on all certificates required for services in place i.e. Gas, electricity and bath lift. Fire safety and water temperatures are recorded. Polices and procedures are reviewed annually and all staff sign to acknowledge their understanding. Training records show that a training plan is in place and kept up to date to ensure the staff are equipped to carry out their roles. Training is provided over and above the statutory training required. The manager supervises staff daily as they carry out their jobs and staff spoken with said, “Carol is very approachable”. “She takes pride in what she does”. The manager encourages residents and relatives to deal with finances and is not appointee for any resident. All financial transactions made for ‘personal allowances’ are accounted for and receipts obtained. Those unable to manage their own finances are offered an advocate to help. Four residents have this service. Quality assurance surveys are conducted twice a year with relatives and residents to obtain their views on the service. These are available to view in the entrance to the home. Positive comments were received: Relatives“Very homely”. “Always made welcome”. “The Glen is not a home in general terms, it’s a cosy house”. Residents – “We have the privacy of our own rooms”. “I join in the activities if I want too”. “The home provides a very personal touch”. Residents meetings take place regularly to involve them in the running of the home. All accidents and injuries are recorded. Glen, The DS0000005323.V342996.R01.S.doc Version 5.2 Page 25 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 4 3 4 3 4 X HEALTH AND PERSONAL CARE Standard No Score 7 4 8 4 9 3 10 4 11 3 DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 4 14 4 15 4 COMPLAINTS AND PROTECTION Standard No Score 16 4 17 3 18 3 3 3 3 3 3 3 3 3 STAFFING Standard No Score 27 4 28 3 29 3 30 4 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 4 4 4 X 3 3 4 3 Glen, The DS0000005323.V342996.R01.S.doc Version 5.2 Page 26 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. Refer to Standard OP18 Good Practice Recommendations The abuse procedures should be brought up to date to incorporate the ‘Safeguarding Adults Policy’ and procedures outlined by Sefton and Liverpool Social Services and include the Commission for Social Care inspection contact number. 2. 3. OP38 OP22 The manager should continue to provide risk assessments for communal rooms in the absence of radiator covers. The fire escape is in need of re painting. The exterior of the home would benefit from re painting as it fails to compliment the high standard provided in the interior. Glen, The DS0000005323.V342996.R01.S.doc Version 5.2 Page 27 Commission for Social Care Inspection Liverpool Satellite Office 3rd Floor Campbell Square 10 Duke Street Liverpool L1 5AS 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, The DS0000005323.V342996.R01.S.doc Version 5.2 Page 28 - 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!