CARE HOMES FOR OLDER PEOPLE
Glendale House Rose Avenue Blackhall Hartlepool TS27 4JQ Lead Inspector
Rachel Dean Unannounced Inspection 17th January 2006 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 Glendale House DS0000031229.V277656.R01.S.doc Version 5.1 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 House DS0000031229.V277656.R01.S.doc Version 5.1 Page 3 SERVICE INFORMATION
Name of service Glendale House Address Rose Avenue Blackhall Hartlepool TS27 4JQ 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) 0191 5871188 0191 5871188 Durham County Council Ms Catherine Mary Gibson Care Home 32 Category(ies) of Old age, not falling within any other category registration, with number (32) of places Glendale House DS0000031229.V277656.R01.S.doc Version 5.1 Page 4 SERVICE INFORMATION
Conditions of registration: Date of last inspection 23rd August 2005 Brief Description of the Service: Glendale House provides residential care services in the category of older persons for up to 32 persons. The home is owned by Durham County Council and managed on their behalf by County Durham Care. The home is situated in a residential part of Blackhall and is close to local amenities. It is a large two-storey unitised building with the benefit of a passenger lift to the first-floor. The home has pleasant and well-maintained garden areas that are readily accessible to service users. Glendale House DS0000031229.V277656.R01.S.doc Version 5.1 Page 5 SUMMARY
This is an overview of what the inspector found during the inspection. This was an unannounced inspection that took place on Tuesday 17th January 2006. During the inspection eight service users were spoken to about life at Glendale House, the manager and two staff members were spoken to about working in the home, the inspector had lunch with a group of service users and a selection of records were looked at. Two comment cards were received from people who had been resident in the home for a short stay over Christmas. The inspection focused on how people are assessed and admitted to Glendale House, how people living in the home are treated, activities and routines in the home, the meals provided, how complaints and adult protection issues are handled, how the home make sure it is providing a good service and how help is given with peoples personal finances. What the service does well: What has improved since the last inspection?
The home continues to provide a good standard of service to it’s residents. No requirements or recommendations were made during the last inspection, so there was no required action for the home to take before this inspection.
Glendale House DS0000031229.V277656.R01.S.doc Version 5.1 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. Glendale House DS0000031229.V277656.R01.S.doc Version 5.1 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS
Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Glendale House DS0000031229.V277656.R01.S.doc Version 5.1 Page 8 Choice of Home
The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 3 Admissions and assessment procedures are in place. However, enough information must be made available to the home before admission to enable the home to avoid inappropriate admissions and prepare appropriately for sudden increases in dependency. EVIDENCE: Planned admissions to the home include an assessment by the county council’s social care and health department. This information is usually provided to the home before an admission takes place and ongoing assessments and reviews are then completed by the home’s staff to ensure that people settle into their new home and that Glendale House is an appropriate place for them to live. However, Glendale House has six short-term beds that are used for emergency admissions and assessments. Discussions with the manager, staff and inspection of assessment and admission records showed that sometimes people are admitted to Glendale House before the home has received any detailed information about them. This was particularly the case for emergency admissions from hospital.
Glendale House DS0000031229.V277656.R01.S.doc Version 5.1 Page 9 Although it is recognised that the assessment beds at Glendale House are for a limited time period, during which a full assessment is completed, it is important that enough information is available to the home prior to admission to prevent people who do not fit into the homes registration categories (for example, people needing nursing or specialist dementia care) from being admitted inappropriately. It is also important so that additional staffing or equipment can be provided if the person’s dependency level is particularly high. Discussions with the manager indicated that it was possible to access additional staffing when dependency levels on the assessment unit were high and that this had been done where necessary, but it had been organised in response to unexpected problems, rather than as a need identified during the admissions procedure. Glendale House DS0000031229.V277656.R01.S.doc Version 5.1 Page 10 Health and Personal Care
The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 10 Service users living in the home feel that staff treat them with respect and help to maintain their privacy. EVIDENCE: During this inspection all of the service users who were consulted spoke highly of the staff in the home and felt that they were treated with respect. Comments included ‘I am perfectly satisfied with the love and care given to me during my stay here, nothing is any trouble to any of the staff’ and ‘I’m very happy and content in here, I think the staff are great to be truthful, pleasant with everything’. Glendale House DS0000031229.V277656.R01.S.doc Version 5.1 Page 11 Daily Life and Social Activities
The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14, & 15 Service users feel that they can join in with plenty of activities and social events if they want to, although some prefer to spend time alone doing their own thing. Visitors are made to feel welcome at Glendale House and can visit at times convenient to themselves and their relative or friend. Routines in Glendale House are flexible and service users felt they could exercise choice and control over their daily lives. Glendale House provides a pleasant and varied diet for its residents, including home made meals, cakes, biscuits and scones. EVIDENCE: The home has support from the Local Authority’s ‘Create’ project. This project provides a range of resources, including games, costumes, craft projects and lists of approved entertainers that the home can borrow and use for activities. The ‘Create’ coordinator visits the home once a month for a full day to help train staff and start activity projects, which the home’s staff then continue and encourage during that month. A monthly order for equipment and resources is also submitted.
Glendale House DS0000031229.V277656.R01.S.doc Version 5.1 Page 12 In addition to the ‘Create’ project the home benefits from having a day centre that many residents visit for company and group activities like bingo. Other activities are provided in the home, such as film nights with the sweet trolley and drinks and popular bingo evenings. On the day of this inspection a staff member had brought in a film and residents were watching this after their lunch. The residents who were consulted felt that they had plenty of things going on in the home and that they could join in if they wished to or spend time alone doing their own thing if they preferred. The home has an open visiting policy, with visitors able to visit whenever it is convenient for them and their relative or friend. Service users confirmed that this was the case and that visitors were always made to feel welcome. For example, on service users commented that ‘I have quite a few visitors and they make them all welcome’. Discussions with service users indicated that routines in the home are flexible and that the individual wishes of residents are taken into account. For example, people commented on how they can get up and go to bed when they want to and how they can chose when they would like a bath. One service user commented that ‘they let you please yourself’. Staff confirmed that although there are set times for lunch and tea time meals, if people have appointments, are out on trips or do not want their meal at that particular time, meals can be kept or rearranged for them. Positive comments were received from service users and staff about the meals provided at the home. The inspector had lunch with a group of service users and observed the dining arrangements and food provided. Service users confirmed that there was a choice of three different meals at lunch-time and that other alternatives were always available if you didn’t fancy what was on the menu. Meals and snacks included home made food, including cakes, scones and biscuits. The menu’s showed a varied selection of nutritious meals and snacks. Comments made about the homes food included, ‘first class’, ‘very good’ and ‘I’m a good cook myself, so some I like better than others, but they are very obliging and if you don’t like something they will get you something else’. Staff confirmed that they often ate the homes meals and found them to be very nice. Glendale House DS0000031229.V277656.R01.S.doc Version 5.1 Page 13 Complaints and Protection
The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 16 & 18 A suitable complaints procedure is in place at the home and service users felt able to approach staff with any problems they had. A suitable procedure for handling suspected cases of abuse was available and staff had received training in this area. EVIDENCE: Glendale house is a home that is owned by Durham County Council and managed by County Durham Care. As a result of this complaints are handled according to the councils corporate complaints procedure. A copy of this was available at the home. No recent complaints had been made. Discussions with staff and service users confirmed that small issues, like a piece of laundry going missing, were addressed promptly and that people would feel happy to approach the staff and management if they had any concerns. The interagency procedures for handling adult abuse were available in the home. The manager and staff had received training on ‘No Secrets’ and how to report suspected abuse, although the manager indicated that this training had taken place some time ago. There had been no recent adult protection issues in the home. Glendale House DS0000031229.V277656.R01.S.doc Version 5.1 Page 14 Environment
The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): These key standards were not assessed during this inspection. They were assessed during the last inspection. EVIDENCE: Glendale House DS0000031229.V277656.R01.S.doc Version 5.1 Page 15 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): These key standards were not assessed during this inspection. They were assessed during the last inspection. EVIDENCE: Glendale House DS0000031229.V277656.R01.S.doc Version 5.1 Page 16 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 33 & 35 The home has in place various quality assurance systems, including resident meetings to enable residents to express their views. Safe systems are in place to help service users access and manage small amounts of personal money. EVIDENCE: A number of quality assurance systems are in place at Glendale House. Monthly monitoring visits are completed by a senior member of County Durham Care staff and regular visits are carried out by county councillors to ensure that the home is providing a good service. Residents meetings are held approximately every six weeks, with records of these meetings kept for future reference.
Glendale House DS0000031229.V277656.R01.S.doc Version 5.1 Page 17 Monthly staff meetings and regular staff supervision sessions are held to help make sure that staff are doing a good job. Regular health and safety checks are also completed. However, the home does not currently carry out surveys of residents, short stay residents, visitors or visiting professionals to find out their views of the home and the care provided. Safe systems are in place to help service users access and manage small amounts of personal money. Each person’s money is stored individually, in a safe and secure place. Records and receipts are kept of all transactions, these records are signed by two members of staff and a recent county council audit confirmed that the records were maintained to a reasonable standard. Three records and financial balances were checked during this inspection and found to be up to date and accurate. Glendale House DS0000031229.V277656.R01.S.doc Version 5.1 Page 18 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 X X 3 X X X HEALTH AND PERSONAL CARE Standard No Score 7 X 8 X 9 X 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 4 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 X X X X X X X X STAFFING Standard No Score 27 X 28 X 29 X 30 X MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score X X 3 X 3 X X X Glendale House DS0000031229.V277656.R01.S.doc Version 5.1 Page 19 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 OP3 Good Practice Recommendations The home should obtain sufficient information about prospective service users before admission to enable they to put in place any additional resources and ensure that the home is an appropriate place for that person to be admitted to. It is recommended that staff training on recognising and reporting abuse is updated regularly. It is recommended that the home undertakes surveys of residents, short stay residents, visitors or visiting professionals to find out their views of the home and the care provided. 2. 3. OP18 OP33 Glendale House DS0000031229.V277656.R01.S.doc Version 5.1 Page 20 Commission for Social Care Inspection Darlington Area Office No. 1 Hopetown Studios Brinkburn Road Darlington DL3 6DS National Enquiry Line: 0845 015 0120 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk
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