Inspection on 18/01/07 for Glendale Court

This inspection was carried out on 18th January 2007.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Good. The way we rate inspection reports is consistent for all houses, though please be aware that this may be different from an official CSCI judgement.

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

Other inspections for this house

Glendale Court 03/03/06

Glendale Court 06/09/05

Glendale Court 08/02/05

Glendale Court 09/09/04

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

CARE HOMES FOR OLDER PEOPLE Glendale Court Third Drive Landscore Road Teignmouth Devon TQ14 9JT Lead Inspector Peter Wood Unannounced Inspection 18 January 2007 11:00 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 Glendale Court DS0000003705.V325957.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. Glendale Court DS0000003705.V325957.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Glendale Court Address Third Drive Landscore Road Teignmouth Devon TQ14 9JT 01626 774229 Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Mrs Gloria Jean Taylor Mr Glenn Taylor Mrs Gloria Jean Taylor Mr Glenn Taylor Type of registration No. of places registered (if applicable) Care Home 24 Category(ies) of Old age, not falling within any other category registration, with number (24) of places Glendale Court DS0000003705.V325957.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 03/03/06 Brief Description of the Service: Glendale Court is registered as a Care Home providing Personal Care for twenty-four elderly service users who need care by reason of old age, in the category of OP. The home is a detached property in a quiet residential area of Teignmouth, is well kept and managed and is sufficiently adapted and equipped to meet the needs of its service users, most of whom are comparatively less dependent than many service users in other care homes. Most service users have ensuite single bedrooms, while the public rooms include a dining room, lounge, atrium and sun lounge. The owners / manager have a newly built office which doubles as a staff locker room. The fees range between £306 and £430. Glendale Court DS0000003705.V325957.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This inspection was unannounced and took place over one day in January 2007. The focus of this inspection was to inspect all key standards and to seek the views of residents, staff, relatives and professional visitors to the home, the latter mainly using comment cards and survey forms. At the time of writing this report two staff returned the “Care Workers Survey” form. Three “General Practitioners Comments Cards” were returned. One “Health and Social Care Professionals in Contact with the Care Home” returned a form. Six “Relatives/ Visitors Comment Cards” were returned. Eight “Have your say about Glendale Court” survey forms were received from residents. Several residents who were home at the time of the inspection were consulted. Some relatives who happened to be visiting at the time were also consulted, as were staff while they were undertaking their duties. Considerable time was spent with the Registered Manager and her deputy examining documentation, particularly that relating to client assessment and care planning, staffing and health and safety. A full tour of the building was undertaken. The Pre-Inspection Questionnaire was also examined. What the service does well: Quality in all outcome areas is good, with a couple of excellent features. This judgement has been made using available evidence including a visit to this service. Good systems for admission allow service users and their relatives to be confident that their needs can be met. The home does not offer intermediate care. Service users health, personal and social care needs are being met and service users are treated respectfully. The home’s practices relating to medication administration protect the service users from risk. Residents are able to maintain contact with their family, friends and the local community as they wish, and to exercise as much choice and control over their lives as possible. Social activities are managed well and provide daily interest for the service users. Meals are nutritious and varied. Complaints and suggestions from service users, relatives or other visitors to the home, are treated seriously. Residents are listened to and issues resolved promptly. Glendale Court DS0000003705.V325957.R01.S.doc Version 5.2 Page 6 The residents live in a very pleasant, well-maintained home that is comfortable, clean and hygienic. Residents are cared for by competent staff in sufficient numbers to meet the needs of those currently living in the home. Recruitment processes protect vulnerable service users. Service users live in a well managed home. The owners and their staff team strive to provide a stimulating, safe environment that respects and protects service users’ rights. What has improved since the last inspection? What they could do better: The owners have met all the National Minimum Standards. There are no requirements or formal recommendations, though a useful discussion took place with the owners regarding the home’s documentation. Whilst this both meets the Standards and works for the home it could be further improved, in line with improvements previously made. Glendale Court DS0000003705.V325957.R01.S.doc Version 5.2 Page 7 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. Glendale Court DS0000003705.V325957.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 Glendale Court DS0000003705.V325957.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): 1, 3, 5, 6 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Good systems for admission allow service users and their relatives to be confident that their needs can be met. The home does not offer intermediate care. EVIDENCE: The home has a good Service Users’ Guide and a Statement of Purpose, so that prospective residents and their relatives know what the home offers. The owner or manager undertakes an assessment prior to a resident’s admission by visiting the prospective resident at his or her own home or hospital. This is followed by good assessments. This ensures that the home admits residents only when they are confident that they can meet their needs. Residents reported that they and their relatives were able to visit the home prior to admission to assess the quality, facilities and suitability of the home. Glendale Court DS0000003705.V325957.R01.S.doc Version 5.2 Page 10 As one relative commented: “My sister and I looked at 65 homes in Devon and Glendale was by far the best.” This is echoed by a visiting professional: ”This is without doubt the best home overall that I have encountered on my visits to such establishments.” Another relative commented: “The home gives a welcoming feeling, the staff are friendly and helpful.” The home does not offer intermediate care. Glendale Court DS0000003705.V325957.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): 7, 8, 9, 10 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Service users health, personal and social care needs are being met and service users are treated respectfully. The home’s practices relating to medication administration protect the service users from risk. EVIDENCE: The assessments undertaken generate good care plans, which are as detailed as the home considers they need to be in order to provide good care to their residents. Discussions with residents, relatives and staff confirmed the documentary evidence seen that residents’ health, personal and social care needs are being met. The home has a competent and experienced staff team whom the service users described as being very kind and caring. Residents made positive comments about the staff, including that “I have been at Glendale for [x] years Glendale Court DS0000003705.V325957.R01.S.doc Version 5.2 Page 12 (number omitted to preserve confidentiality) and am very happy and grateful for the care and kindness given to me by the owners and staff – but not with the owners before.” Another resident commented: “I am [x] years old (number omitted to preserve confidentiality) and would very much like to stay with Gloria and Glen and their choice of staff. I like to be able to be quiet, but I do stroll (with a frame) to look on the garden from the sitting room.” The Home has a robust procedure in place for the administration of medication. Residents are able to self-medicate if they wish to do so following a risk assessment. Staff were seen to respect residents’ privacy and dignity in the way they addressed and spoke about residents. They knocked and waited for a response prior to entering residents’ bedrooms, and sought their permission before going into their rooms on other occasions. Glendale Court DS0000003705.V325957.R01.S.doc Version 5.2 Page 13 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14, 15 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents are able to maintain contact with their family, friends and the local community as they wish, and to exercise as much choice and control over their lives as possible. Social activities are managed well and provide daily interest for the service users. Meals are nutritious and varied. EVIDENCE: The Home offers a good range of activities and residents confirmed that the daily routines were flexible to suit individuals needs. Newly admitted residents reported that they were enabled to retain contact with family and friends, and to continue to attend local community associations Those with relatives who lived locally enjoyed being visited and taken out by them, while the home offers some trips and outings into the local community. Visitors are made welcome at more or less any time. “Since my mother’s condition (condition omitted to preserve confidentiality) Glendale has not only provided a loving, caring home for her but also provides support for all our family. We could not wish for a better home.” Glendale Court DS0000003705.V325957.R01.S.doc Version 5.2 Page 14 The owners and staff are careful to enable residents to do as much as possible for themselves whilst residents appreciated the dignity of being as independent as possible with only the level of support as necessary. Residents said that the food was plentiful and mostly very good. The cook knows resident’s needs and preferences. Most residents choose to take their meals in the very pleasant dining room, though they can have meals in their own room if they prefer. Whilst some residents reported: ““Menu a bit repetitive – too short a rota.” “Too many sandwiches”, the owners gave evidence as other residents commented: “There is always a good choice of menu and quite often they will even cook alternative dishes for those that ask.” Glendale Court DS0000003705.V325957.R01.S.doc Version 5.2 Page 15 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16, 18 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Complaints and suggestions from service users, relatives or other visitors to the home, are treated seriously. Residents are listened to and issues resolved promptly. EVIDENCE: The home has a brief complaints procedure prominently displayed in the hall. In accordance with the standards the owners resolve issues before they become formal complaints. Residents consulted reported that they were usually listened to “It depends how busy they are” “Some do and some don’t. Usually, sometimes.” Most expressed confidence that appropriate action would be taken if they were to make a complaint. Discussions with the owners evidence that they are aware of issues surrounding Adult Abuse. Staff have received training in issues relating to abuse and the protection of vulnerable adults. This gives confidence that residents are safeguarded from abuse at this home. Glendale Court DS0000003705.V325957.R01.S.doc Version 5.2 Page 16 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19, 26 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The residents live in a very pleasant, well-maintained home that is comfortable, clean and hygienic. EVIDENCE: The location and layout of the home is suitable for the client group. Two major extensions and many other alterations have improved the home. The most recent is the extension to the front of the property featuring an improved ramp to assist those with mobility difficulties, an office and a waiting area. All room sizes meet the revised National Minimum Standards. All hot water taps in the baths and wash hand basins are now thermostatically controlled to reduce the risk of scalds. All radiators have been assessed for the risk they may pose to scalding residents, and those considered at risk have been covered or otherwise made safe. The whole house was clean and free from offensive Glendale Court DS0000003705.V325957.R01.S.doc Version 5.2 Page 17 odours. Since the last inspection the provider has put in a new bathroom suite on the first floor, a new WC in room A and redecorating of rooms 5 and 9. On the day of inspection new non-slip floors were being laid in the upstairs bathroom and the downstairs toilet. These improvements enhance the service to residents. The owners have bought the adjacent property and have plans to enlarge their care home to offer their services to more potential residents. Glendale Court DS0000003705.V325957.R01.S.doc Version 5.2 Page 18 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29, 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents are cared for by competent staff in sufficient numbers to meet the needs of those currently living in the home. Recruitment processes protect vulnerable service users. EVIDENCE: The home has staff in sufficient numbers and competence by reason of experience and in-house training, under the personal supervision of an owner, a nurse by profession. Residents and relatives compliment the staff: “All the staff are extremely nice and do everything my mum asks.” In-house training over the past twelve months has included Fire training, manual handling and first aid. The home’s recruitment procedure is designed to ensure that all checks are completed for new staff prior to them commencing employment, to make sure that only bone fide staff are employed at the home. New staff are thoroughly monitored initially to ensure that they are suited to the caring task, and leave quickly if they are not. The home uses a proper application form with reference to the Rehabilitation of Offenders Act, a declaration of no convictions, and undertakes Criminal Record Bureau checks. This latter check includes a check that the prospective Glendale Court DS0000003705.V325957.R01.S.doc Version 5.2 Page 19 employee is not on the Protection of Vulnerable Adults list of people unsuitable to work with vulnerable adults. Proper references are also taken up. The home employs thirteen care staff, of whom eight (61 ) have National Vocational Qualification Level 2 or above. This exceeds the target of 50 trained staff. All care staff hold a current first aid certificate. The PreInspection Questionnaire lists Fire Drill & Evacuation and NVQ 3 as the details of staff training undertaken during the past 12 months. No details are given of future training planned. Staff reported that they feel proud and privileged to work at Glendale Court and make such comments as: “There isn’t anything that I would change at this moment in time, but we are always looking to better things for the staff and for the service users at Glendale Court.” “I believe that we provide a “home from home” feeling at Glendale and that the service users are treated with the respect and dignity that they deserve.” “I have been at Glendale for [x] years (number omitted to preserve confidentiality) and have enjoyed my time very much.” “We receive supervision but it is not formal or necessarily one-to-one.” “We have a designated staff notice board for any relevant changes as there is not always time or memory to pass on all information.” “I believe we provide a relaxed and homely atmosphere for both residents and staff alike.” “Glendale Court is a lovely place to work and from my experience in other homes I imagine a lovely place to live in as a service user.” Glendale Court DS0000003705.V325957.R01.S.doc Version 5.2 Page 20 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 32, 33, 35, 38 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Service users live in a well managed home. The owners and their staff team strive to provide a stimulating, safe environment that respects and protects service users’ rights. EVIDENCE: The owners are sufficiently qualified and experienced to operate the home professionally and for the wellbeing of service users. Mrs Taylor is a Registered General Nurse, has a diploma in Higher Education, including management and professional development, and is an NVQ Assessor. Mrs Taylor is to confirm that her qualifications meet these standards. Mr and Mrs Taylor work Glendale Court DS0000003705.V325957.R01.S.doc Version 5.2 Page 21 personally alongside their staff on a daily basis and ensure that their high standards are maintained. Care was being delivered in a dependable way, and safe systems of work were in place. All records inspected were in order. Glendale Court DS0000003705.V325957.R01.S.doc Version 5.2 Page 22 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 3 X 3 X 3 N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X X X 3 STAFFING Standard No Score 27 4 28 4 29 X 30 X MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 3 3 X 3 X X 3 Glendale Court DS0000003705.V325957.R01.S.doc Version 5.2 Page 23 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 Glendale Court DS0000003705.V325957.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Ashburton Office Unit D1 Linhay Business Park Ashburton TQ13 7UP 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 Glendale Court DS0000003705.V325957.R01.S.doc Version 5.2 Page 25 - 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!