Inspection on 10/01/06 for Glendon House

This inspection was carried out on 10th January 2006.

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

Glendon House 13/08/08

Glendon House 05/09/07

Glendon House 01/05/07

Glendon House 04/04/06

Glendon House 17/06/05

Glendon House 01/02/05

Glendon House 30/06/04

Glendon House 17/02/04

Glendon House 09/09/03

Glendon House 26/03/03

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

CARE HOMES FOR OLDER PEOPLE Glendon House 2 Carr Lane Overstrand Cromer Norfolk NR27 0PS Lead Inspector Ann Catterick Unannounced Inspection 10th January 2006 09:30a 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 Glendon House DS0000027384.V269903.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. Glendon House DS0000027384.V269903.R01.S.doc Version 5.1 Page 3 SERVICE INFORMATION Name of service Glendon House Address 2 Carr Lane Overstrand Cromer Norfolk NR27 0PS 01263 578173 01263 579164 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) Mr Rhoderick Smart Mrs Frances Smart Position Vacant Care Home 36 Category(ies) of Dementia - over 65 years of age (36), Old age, registration, with number not falling within any other category (36) of places Glendon House DS0000027384.V269903.R01.S.doc Version 5.1 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. 3. Thirty-six (36) Older People may be accommodated. Thirty-six (36) people with dementia may be accommodated. The total number not to exceed thirty six (36) Date of last inspection 17th June 2005 Brief Description of the Service: Glendon House is a care home providing care and accommodation for 36 older people who are suffering from dementia. Mr Rhoderick Smart and Mrs Frances Smart own the home. There is no registered manager at the present time and Lee Ridgewell who is the assistant manager is receiving support in the management of the home from Lisa Rutter (a registered manager in another care home in the same group). The original house was built in 1917, and has been tastefully extended and adapted over the years. The most recent refurbishment has included creating 11 new bedrooms, all en suite, and a heated conservatory and new office. The kitchen has now been refurbished. The home has 30 single bedrooms and 3 double rooms. Twenty-eight of the single rooms have en suite facilities and all of the double rooms have en suite facilities. A large part of the grounds has been made into a safe and secure garden area for service users. The home provides comfortable good quality accommodation in an attractive setting in a small coastal village, being very close to the sea. Glendon House DS0000027384.V269903.R01.S.doc Version 5.1 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The inspection was announced and took place on the 10/01/06 over a period of 8hrs. Prior to the inspection the manager completed a pre inspection questionnaire and 13 comment cards were received from relatives. Most service users would not be able to complete comment cards due to their mental frailty. All comment cards were favourable about the home and were mostly satisfied with staffing levels. This was an improvement on previous comments received by relatives. All said that they felt welcomed within the home and were satisfied with the care provided. The inspector was able to look at several plans of care and was satisfied that the home was identifying individual needs and aiming to meet these needs. The inspector was able to spend time with service users over the lunch time period and felt that service users were enabled to have an unhurried lunch in a pleasant environment with staff support when needed. Staff were seen to care for service users in a sensitive kind way looking to promote their dignity. Overall the care provided appeared good and the inspector felt that there had been improvements in the home since the last inspection. What the service does well: Staff were seen to work with service users in a way that was kind and professional showing good communication skills. The new manager is having a positive impact on the service provided. Prior to admission the home completes an assessment and receives assessments from other professionals to ensure the needs of the prospective service user can be met in the home. Glendon House DS0000027384.V269903.R01.S.doc Version 5.1 Page 6 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. Glendon House DS0000027384.V269903.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 Glendon House DS0000027384.V269903.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 and 6 Prior to admission all prospective service users are assessed to ensure that their needs can be met within the home. The home does not offer intermediate care. EVIDENCE: Five care plans were inspected and within care plans were the initial assessments made prior to admission. The home also receives written assessments from placement professionals. Assessments made by the home look at the health, personal and social care needs of service users. The needs assessed at this time form part the initial care plan. Those service users seen in the home appeared to be having their assessed needs met and had needs that were within the remit of the registration. The home does not offer intermediate care. Glendon House DS0000027384.V269903.R01.S.doc Version 5.1 Page 9 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): 7, 8 and 10 The health, personal and social care needs of service users were identified within the individual plans of care. Service users health needs were being met within the home. Staff were seen to treat service users with respect and to promote their privacy. EVIDENCE: Five care plans were inspected and were seen to be clear and comprehensive including information needed to ensure that the needs of service users could be met. All relevant data needed to be seen quickly was on a front page, a missing person page that included a photograph and a care plan divided into different segments. Risk assessments were included and health information. Information with regard dental, chiropody and ophthalmic needs are identified and met. Each service user had a Waterlow pressure sore prevention table and service users are weighed on a regular basis. Nutritional charts were not included in care plans and a recommendation has been made in this area. Daily records were included in the care plan and are completed by the team Glendon House DS0000027384.V269903.R01.S.doc Version 5.1 Page 10 leader on duty for the shift. Overall the quality of the care plan was good and staff saw them as a working tool, having access to them on a daily basis. All of the service users living in the home have dementia and staff need to ensure that service users privacy and dignity are respected and promoted as much as possible. Staff were seen working with service users and the care seen was of good quality and staff were caring for service users in a respectful way. This was seen at lunchtime when staff were assisting service users to eat and in the afternoon when some activities were seen to take place. When speaking with staff they were clear about the philosophy of the home and felt the home offered good quality of care. On staff member said that she would be happy for her nearest and dearest to be in the home if that was their need. A relative spoken to spoke positively about the care provided and spoke positively about the staff. Glendon House DS0000027384.V269903.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): 13 and 14 Family and friends are encouraged to maintain contact with service users and always made welcome within the home. Service users are enabled and encouraged to have choices and control within their own lives. EVIDENCE: Prior to inspection 13 comment cards were received from relatives and they all suggested that the staff and owners welcomed them into the home. One relative was spoken to on the day of inspection and she confirmed this speaking very positively about staff and their manner and persona. All service users in the home have dementia and some are able to make independent choices and others need more encouragement to do so. Three staff were spoken to on a one to one basis and all were able to demonstrate how they encouraged service users to be as independent as possible. Service users preferences in different areas were identified within the care plans to ensure their preferences were met. For example whether or not service users had a light on or off at night, whether or not they had early morning tea, whether or not they preferred television or the radio. Several service users were not wearing tights or stockings and whether or not this was for medical Glendon House DS0000027384.V269903.R01.S.doc Version 5.1 Page 12 reasons, through choice or that they had not been put that morning was not clear and the manager was asked to follow this matter up. Glendon House DS0000027384.V269903.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 and 18 The home has a complaints procedure and this is made available to service users and their representatives. The home has a policy to protect adults from abuse and staff are clear on what they would do if confronted with a situation relating to abuse. EVIDENCE: Eleven out of thirteen relatives comment cards said that they were aware of the homes complaints procedure. The procedures are identified in the Service User Guide and are displayed in the office and near the entrance to the home. Two complaints had been received in the past year and investigated appropriately. The home has a policy relating to abuse but the policy seen was outdated and the manager has been asked to replace this with the company’s more up to date policy. Three staff were spoken to and were all clear on the whistleblowing policy for the home and felt confident that they would always report a situation that they felt might be viewed as abuse. Glendon House DS0000027384.V269903.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): 23 and 26 Overall service users rooms appeared to meet their needs however this was not the case in one of the shared rooms. Generally the home was clean and tidy being free from any offensive odours. This was not the case in one of the shared bedrooms. EVIDENCE: Several service users’ bedrooms were seen and most were furnished and decorated to meet the needs of the service users. Three rooms had dimmer switch lights that had the turn connection mission making it difficult to put the lights on. At least one of these bedrooms did not have bedside lighting. Within the double bedrooms the divider curtain was not wide enough to offer enough privacy and need to be made wider or replaced. One of the double bedrooms had only one wardrobe and one service user had her clothes hanging up on a temporary rail. This is not acceptable and a requirement has been made in this area. This room also had a strong smell of urine and although the carpet was of good quality and chemicals had been used there was clearly still a problem. This problem needs to be resolved. . A Glendon House DS0000027384.V269903.R01.S.doc Version 5.1 Page 15 requirement has been made in this area. The needs of both of these service users may be best met in single rooms. All other areas of the home inspected were clean and tidy free from any offensive odours. Glendon House DS0000027384.V269903.R01.S.doc Version 5.1 Page 16 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): 29 Service users are supported and protected by the homes recruitment and selection process. EVIDENCE: Three staff files were inspected and all had the appropriate references and Criminal Records Bureau (CRB) checks. Recently the new manager had inspected all staff files and found some with no evidence of CRB although it was felt that these were previously applied for. He has reapplied for CRB checks for all of these members of staff. Prior to staff being appointed the new manager ensures a CRB and references are sought. The company has recently developed new reference request forms and a new application form. The home has managed to recruit some new staff and for most of the time enough staff appear to be on duty at any one time. Staff receive induction training and ongoing training is offered. The home has plan for dementia care training for staff and the area of training will be looked at in more detail at the next inspection. Glendon House DS0000027384.V269903.R01.S.doc Version 5.1 Page 17 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): 31, 32 and 35 The new manager appears competent and knowledgeable. The home does not take responsibility for service users, finances. EVIDENCE: The manager in post, Lee Ridgewell, is to make application to become the Registered Manager. Since being in post he has had a positive effect on the home and both staff and relatives made positive comment about his effective management. If successful in his application he plans to complete his Registered Manager Award. No service users are able to take responsibility for their own finances. The home takes no responsibility for any service users finances. If money is spent the home pay and then bill the financial advocate or family member who is responsible for the service users money. This system appears to work well. Glendon House DS0000027384.V269903.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 N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 x 10 3 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 x 13 3 14 3 15 x COMPLAINTS AND PROTECTION Standard No Score 16 3 17 x 18 2 x x x x 1 x x 2 STAFFING Standard No Score 27 x 28 x 29 3 30 x MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 2 3 x x 3 x x x Glendon House DS0000027384.V269903.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. 1 Standard OP24 Regulation 16 (2) c k Requirement The registered person must ensure that double rooms have appropriate furniture, fixtures and fittings and that shared bedrooms are free from offensive odours. Timescale for action 01/02/06 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 OP8 Good Practice Recommendations Tat a nutritional screening is completed and reviewed for all service users. Glendon House DS0000027384.V269903.R01.S.doc Version 5.1 Page 20 Commission for Social Care Inspection Norfolk Area Office 3rd Floor Cavell House St. Crispins Road Norwich NR3 1YF National Enquiry Line: 0845 015 0120 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 Glendon House DS0000027384.V269903.R01.S.doc Version 5.1 Page 21 - 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. 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