Inspection on 13/03/07 for Glendale Lodge Residental Care Home

This inspection was carried out on 13th March 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

Glendale Lodge Residental Care... 06/01/06

Glendale Lodge Residental Care... 06/09/05

Glendale Lodge Residental Care... 17/01/05

Glendale Lodge Residental Care... 08/06/04

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

CARE HOMES FOR OLDER PEOPLE Glendale Lodge Residental Care Home Glen Road Kingsdown Deal Kent CT14 8BS Lead Inspector Mrs Penny McMullan Key Unannounced Inspection 13th March 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 Glendale Lodge Residental Care Home DS0000023282.V332455.R02.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 Lodge Residental Care Home DS0000023282.V332455.R02.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Glendale Lodge Residental Care Home Address Glen Road Kingsdown Deal Kent CT14 8BS 01304 363449 01304 363449 glendale1@tiscali.co.uk 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) Extrafriend Limited Mrs Carole Lesley McNamara Care Home 25 Category(ies) of Old age, not falling within any other category registration, with number (25) of places Glendale Lodge Residental Care Home DS0000023282.V332455.R02.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 6th January 2006 Brief Description of the Service: Glendale Lodge is a purpose built residential care home, registered for twentyfive older people over the age of 65. The property has 23 single bedrooms and one double bedroom. Fifteen bedrooms have en suite facilities. Twentytwo bedrooms are situated on the ground floor, with one single and one double bedroom on the first floor. A staircase with chair lift in situ accesses the first floor. On the ground floor there are three communal lounge areas, which provide pleasant surroundings to relax and eat in. The home is situated in the village of Kingsdown, Deal; the village bus stop is a short walk away. The home also has impressive rural views. The gardens of the home are well maintained and attractive, and there are ample parking facilities at the front of Glendale Lodge. The home is owned by Extrafriend Limited and is managed on a daily basis by Mrs Carole McNamara, the Registered Manager with the assistance of a deputy manager; an administrator, chef, two domestics and care staff. The current fees for the service at the time of the visit are £410 to £435 per week. There are additional charges for chiropidy, hairdressing, newspapers and toiletries. Information on the homes services and the CSCI reports for prospective service users/relatives will be referred to in the Service User Guide. There is also a copy on display in the entrance of the home. The email adress for the service is: www.glendale1@tiscali.co.uk Glendale Lodge Residental Care Home DS0000023282.V332455.R02.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This report is based on evidence gained from a pre-inspection questionnaire completed by the home; comment cards received from service users, families, and visiting professionals; and a site visit of 7 hours to the home. The site visit includes talking to service users, relatives, staff, the Registered Manager; a partial tour of the building; inspection of records; and various observations. Feedback from health professionals and relatives indicate they are overall very satisfied with the service being provided. Further comments have been included in this report. Feedback from service users, staff and relatives indicate the home is committed to provide a consistent high quality care service. In some areas the home has exceed the standards and have therefore been scored as 4, commendable. What the service does well: Service user comment: ‘whatever we want they try to accommodate’, staff always come and see how I am getting on’, ‘‘My husband was here for several years and wonderfully looked after so that really is why I am here. I am also wonderfully looked after and able to help where I can, thank you all’. ’The care and support goes above and beyond that of many care homes. It is always given willingly and with kindness’. The cleanliness of the home was one of the things that we first noticed. The home always smells fresh and clean as well as looking it’. ‘I have been at Glendale for several years and they have been very happy years. The care is of a high standard and the food and surroundings very good. The Manager is a very pleasant and caring person and the majority of the staff are helpful and considerate’, Relatives comments: ‘The home is very welcoming, they look after my dad as if he was their own father’, ‘The staff are absolutely excellent’. ‘I wish to express my deep appreciation to the Manager and staff for their consistently high level of care of my mother. The friendly warmth of the staff, lead my Carole McNamara was exemplary. It filled my mothers final years with love and happiness.’ ‘The home is warm, friendly and relaxed’. ‘They fully maintain the needs and welfare of my relative with great dignity, support and wellbeing to allow my mother to live the best life she can. I can now rest knowing that the right decisions will be made by the staff regarding my mother and keeping me informed’ ‘The time my father has spent here he has enjoyed and been very well looked after and loved’. Health Care Professional Comment: ‘Excellent home’, ‘Good care, one of the best homes in Deal’. Glendale Lodge Residental Care Home DS0000023282.V332455.R02.S.doc Version 5.2 Page 6 Staff comments: ‘This is a comfortable home with a good atmosphere’ ‘We work well as a team and the staff are very good with service users’ What has improved since the last inspection? 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. Glendale Lodge Residental Care Home DS0000023282.V332455.R02.S.doc Version 5.2 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 Lodge Residental Care Home DS0000023282.V332455.R02.S.doc Version 5.2 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. JUDGEMENT – we looked at outcomes for the following standard(s): 3,6 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Arrangements are in place to carry out assessments of needs of service users prior to admission to the home. Standard 6 is not applicable to this home EVIDENCE: The Registered Manager completes an evaluation of care needs for any new prospective client, and where a client is being funded by a local authority will ensure that she receives and up to date assessment from the care manager. This information is available at the back of each service users care plan. Relative comments: ‘the home provided lots of information when dad came into the home, a service users guide and a contract’. ‘I came to visit as I heard the home had a good reputation; the home is warm, friendly and relaxed. We Glendale Lodge Residental Care Home DS0000023282.V332455.R02.S.doc Version 5.2 Page 9 were involved in the care needs assessment when my mother visited the home’. They helped her settle very well’. ‘A nurse at another home said that her neighbour come into this home so I decided to take a look and liked what I saw’, ‘We came on a visit to the home, were shown around and they gave us the information on the home and took details of my fathers care needs’. Glendale Lodge Residental Care Home DS0000023282.V332455.R02.S.doc Version 5.2 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. 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. The care planning system is consistent to provide staff with the information they need to meet service users needs health and social care needs. Services users are protected by the home’s policies and procedures for dealing with their medication. The home promotes service users rights and choices. EVIDENCE: Three care plans were case tracked and contained detailed information in all aspects of health and social care. The plans are reviewed on a regular basis and updated, any changes are recorded and moving and handling risk assessments are colour coded to identify level of dependency. Relatives say: ‘I was always consulted about her care and felt that the home helped my Glendale Lodge Residental Care Home DS0000023282.V332455.R02.S.doc Version 5.2 Page 11 mother adapt well to the change and met her needs as she became more demanding’. The home always takes my father’s views into account in his care plan and keeps me well informed of any changes in his care. Health care needs are monitored in the service user plan, clearly recording health checks, medication, medical conditions, allergies and appointments. Service users confirm that the home calls the GP when required and there is evidence on file with regard to visiting professionals. All service users have access to dentist, optician, and chiropodist. All of the required equipment to support service users with their health care needs is in place. One relative says ‘The home sorted out all of the equipment my father needs, they monitor his health and if required involve the District Nurse’ ‘When my father went into hospital the staff went with him to ensure he was comfortable and stayed until I arrived’. One service user says ‘When I am not well the home always calls the GP straight away’. Senior staff administers the medication, which is dispensed using the Monitored Dosage System. Medication Administration Record sheets are in good order and are monitored by the Registered Manager on a monthly basis. Any errors or admissions are dealt with in an appropriate manner and action taken to ensure a safe practice of work. There are some minor shortfalls in the medication administration and recording. The Manager has taken steps to address these issues and therefore no requirement has been made at this time. Risk assessments for service users who self medicate are in place and the Manager is in the process of implementing a new homely remedies policy and procedure. All staff have received medication training and update courses have also been booked. Service users say their preferences are taken into consideration with regard to their daily lives. One service user comments: ‘the staff always treat me with respect, they are always polite’, One relative says ‘the staff always maintain my fathers privacy and dignity’ Glendale Lodge Residental Care Home DS0000023282.V332455.R02.S.doc Version 5.2 Page 12 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 excellent. This judgement has been made using available evidence including a visit to this service. The home offers a good programme of activities, and links with the community are good, which supports and enriches the clients’ social opportunities. Service users are given every opportunity to retain independence and autonomy of their own lives. The meals in the home are excellent offering both choice and variety. EVIDENCE: The home has reviewed their activity programme in line with service users views. Service users confirm they play bingo, have art classes, can play board games and have musicians/singers visit the home on a regular basis. Three service users say they really enjoyed the last music session and said it was a lot of fun. Some service users are able to visit the local retirement club and are accompanied by a carer. A beautician and hairdresser visit the home and there are outings in the summer. Service users discussed communion and Glendale Lodge Residental Care Home DS0000023282.V332455.R02.S.doc Version 5.2 Page 13 visits from the local church. The Registered Manager monitors the entertainment, which is part of the monthly audit of the services being provided. All service users spoken to confirmed they are able to choose if they join in with the activities. Service users confirm that visitors are welcome in the home. Service users can see their relative in private in their rooms or in the communal lounges. One relative says that she can visit the home at any time and was informed by the Manager that she can phone at any time during the day or night if she has any concerns over her father’s care. Staff encourage and promote service users choice in all aspects of their daily lives. Service users were choosing where to be in the home and say they are looking forward to going in the garden in the summer. Meals can be eaten in the dining room, lounge or bedroom and service users have breakfast in bed if they wish. One service users says ‘The staff definitely encourage me to remain independent and I can get up and go to bed when I feel like it’. The home has now employed a chef and service users say the food id really good, the food is always hot and you can choose what you wish to eat. The chef is in the process of reviewing menus ensuring service users have a varied and balanced diet. One service users says the food is excellent and you can have beer, wine, juice or water with you meal, really you can have anything you want’. ‘The Chef comes round every day to see what you would like to eat.’ A relative comment: ‘Sometimes when my father’s friends visit, they have lunch together. The chef ensures that if dad really fancies something they get it for him’. All appropriate checks are in place in the kitchen and special diets are catered for. A member of staff was assisting a service user with his meal who is partially sighted in a positive and encouraging manner. Glendale Lodge Residental Care Home DS0000023282.V332455.R02.S.doc Version 5.2 Page 14 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. The clients in the home know their complaints will be listened to and acted on. Staff have a good knowledge and understanding of adult protection issues, which protect the clients from abuse. EVIDENCE: The complaints policy and procedure is given to all service users in their information pack when they come to live at the home. The home has received one very minor complaint, which has been recorded and actioned. Service user surveys and discussion indicate they have no complaints but would raise any concerns with the home and know who to speak to. One service user comment: ‘I have never needed to make a complaint as I am very happy here’. Relatives spoken to are aware of the complaints procedure of the home. The majority of staff have received adult protection training and the rest have the training course booked. The home has an up to date policy and procedure for Protection of Venerable Adults and has copies of the Kent County Council guidelines. Staff demonstrated their awareness of adult protection and there are clear policies and procedures in place, which is readily available for staff to access. Glendale Lodge Residental Care Home DS0000023282.V332455.R02.S.doc Version 5.2 Page 15 Glendale Lodge Residental Care Home DS0000023282.V332455.R02.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 environment is maintained to a high standard, providing the clients with an attractive and homely place to live. Laundry facilities are satisfactory and policies and procedures are in place to control the risk of infection. EVIDENCE: The home is well maintained with an ongoing refurbishment plan, which includes the completion of the covering of the radiators. The home employs a handy person who works three days per week and all minor repairs are recorded in the maintenance book with timescales for completion of the work. The grounds are attractive with lovely views across the countryside to the main Glendale Lodge Residental Care Home DS0000023282.V332455.R02.S.doc Version 5.2 Page 17 Dover/Deal road. Service users confirm they enjoy the view and sitting in the garden in the better weather. The environment is part of the monthly audit carried out by the manager and any issues raised are actioned accordingly. The domestic staff ensures that the home is kept clean and tidy. The home has a pleasant smell throughout and alcohol hand gel is available in all communal and toilet areas. There are future plans to extend and improve laundry facilities. There are polices and procedures in place for infection control and staff have received training. Glendale Lodge Residental Care Home DS0000023282.V332455.R02.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 excellent This judgement has been made using available evidence including a visit to this service. Sufficient trained and qualified staff is provided to ensure Service Users needs are met. Recruitment polices have been consistently followed resulting in Service Users receiving care from staff that have been fully vetted. Staff are experienced, well trained and have the skills to meet service users needs. EVIDENCE: The home is sufficiently staffed with an experienced established staff team. There is a Registered Manager, Deputy Manager, Senior Staff, carers, two domestics, one handy person and a Chef. Many of the staff have worked in the home for several years and retention of staff is extremely high. Service users and relatives say there is always enough staff on duty. Staff also confirm the staffing levels are always good and they are work well as a team. Glendale Lodge Residental Care Home DS0000023282.V332455.R02.S.doc Version 5.2 Page 19 The home has achieved over 50 of its staff qualified to NVQ level 2 and above. There is also an ongoing programme for carers to achieve this award. , Staff files viewed contained all of the necessary documents, application forms, two satisfactory references, proof of identification and Criminal Records Bureau (CRB) and Protection of Venerable Adult (POVA) checks. Training certificates are also on file. The home has a detailed training matrix in place and all mandatory training is up to date or being updated. There are additional courses booked for Protection of Venerable Adults. All staff receive a competency based induction and the Registered Manager is implementing a specific induction for ancillary staff. Staff say that any training identified to meet service needs is provided by the organisation. There is an ongoing training programme in the home. Glendale Lodge Residental Care Home DS0000023282.V332455.R02.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): 31,33,35,38 Quality in this outcome area is excellent This judgement has been made using available evidence including a visit to this service. Service users benefit from a well run effectively managed home. The arrangements for service users consultation are excellent and they benefit from a well run home. Service users financial interests are safeguarded. The home provides a safe environment for service users and staff. EVIDENCE: Glendale Lodge Residental Care Home DS0000023282.V332455.R02.S.doc Version 5.2 Page 21 The Registered Manager Carole McNamara is qualified, experienced, and competent. Feedback from service users, staff and relatives indicate she is committed to providing a high quality of care in the home. There is a clear management structure in the home and staff are clear of their roles. One relative comments: ‘The Manager is always sensitive and kind yet highly professional’. One staff comment: The Manager is approachable and there is auditing in place to ensure we do our jobs properly, she is very supportive’. The Registered Manager monitors all aspects of the running of the home on a monthly basis. This includes monthly checks on service user care, meals, activities, health and safety, reviews of care plans, supervision, medication, records, environment, personal monies, cleaning of the home and maintenance. This information is recorded an actioned if required. Questionnaires have been forwarded to service users, relatives, district nurses, GP’s and other health professionals. Supervision is up to date and minutes are kept of regular service users and staff meetings. This information is summarised and service users and the organisation are informed. This information may be collated in the future as a newsletter for service users, relatives and staff. The home supports a limited number of service users with their personal allowances. All transactions are recorded and signed and receipts are attached to the forms. Advocacy services are available if required and all accounts are audited on a monthly basis. Mandatory training is being provided and there is an on going training programme. The appropriate safety checks have been carried out, including PAT testing and electrical installation. The fire book was in good order with evidence of tests and drills taking place. The office door is having a fire safety device fitted to the door as this door often remains open. There are monthly audits on health and safety together with quarterly checks. The home has environmental risk assessments in place and a fire risk assessment. All risk assessments are reviewed on a regular basis. Accidents are recorded and tracked through to the daily records with appropriate action taken. Glendale Lodge Residental Care Home DS0000023282.V332455.R02.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 x x 3 x x 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 4 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 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 4 x 4 x 3 x x 3 Glendale Lodge Residental Care Home DS0000023282.V332455.R02.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 Lodge Residental Care Home DS0000023282.V332455.R02.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Maidstone Local Office The Oast Hermitage Court Hermitage Lane Maidstone ME16 9NT 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 Lodge Residental Care Home DS0000023282.V332455.R02.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. 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