Inspection on 18/08/05 for Glengarry Court

This inspection was carried out on 18th August 2005.

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

Glengarry Court 27/06/07

Glengarry Court 24/03/06

Glengarry Court 21/12/04

Glengarry Court 06/07/04

Glengarry Court 19/02/04

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

CARE HOMES FOR OLDER PEOPLE Glengarry 16 Victoria Road Poulton Le Fylde Lancashire FY6 7JA Lead Inspector Jenny Dunkeld Announced 18 August 2005 10:00am th 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 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. Glengarry F57 F09 S9677 Glengarry V181475 180805 Stage 4.doc Version 1.40 Page 3 SERVICE INFORMATION Name of service Glengarry Address 16 Victoria Road Poulton Le Fylde Lancashire FY6 7JA 01253 883387 Telephone number Fax number Email address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) Mrs Christine Hepwood Mr Ronald George Hepwood Ms Susan Anne Cottell CRH Care Home 15 Category(ies) of OP Old Age 15 registration, with number of places Glengarry F57 F09 S9677 Glengarry V181475 180805 Stage 4.doc Version 1.40 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered provider must at all times employ a suitably experienced and qualified manager who is registered with the CSCI Date of last inspection 21st Decembe 2004 Brief Description of the Service: Glengarry is a care home providing personal care and accommodation for 15 older people. The home has a “no smoking” commitment. There are 15 single bedrooms, all of which have en-suite facilities. The home is owned by Mr and Mrs Hepwood and managed by Ms Susan Anne Cottell. The home is located in Poulton close to the shops and other facilities.There are 2 communal lounges, one facing the front of the home and one with views across the rear garden both are well maintained and in good decorative order.The home is tastefully furnished throughout. Glengarry F57 F09 S9677 Glengarry V181475 180805 Stage 4.doc Version 1.40 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This home has been inspected against the National Minimum Standards for older people introduced in April 2002. This year, all registered Care Homes are to be inspected at least twice this year and both visits can be unannounced. However the inspector chose to carry out an announced inspection to this home. This inspection took place during the day on 18/8/05 and looking at various aspects of care. In the report there are references to the “tracking process”, this is a method whereby the inspector focuses on a small group of residents. All records relating to these individuals are examined, along with the rooms they occupy in the home. Residents are invited to discuss their experiences of the home with the inspector; this is not to the exclusion of the other residents who contributed in many ways. This inspection included discussion with residents, staff, the manager and homeowners in addition to viewing the home’s required written information such as policies and procedures about various issues for instance ‘Health and Safety’. The residents written plans of care were also viewed for 3 people. The plan of care is a document outlining the needs of the individual resident and how these are to be met. The plans of care cover all aspects of the individual’s life including health, personal care and social activities. Thereby ensuring people are content in the care they receive. The residents the inspectors spoke with were very happy with life at Glengarry Court. The staff enjoyed their work at Glengarry Court and spoke to the inspector in a professional manner about the residents. What the service does well: Glengarry Court is a well maintained Care home, which has a very homely atmosphere. The people who live at Glengarry Court are full of praise about the care they receive. Glengarry F57 F09 S9677 Glengarry V181475 180805 Stage 4.doc Version 1.40 Page 6 The Commission for Social Care Inspection sent written questionnaires to residents, their relatives and health care professionals who regularly visit the home. A very good response was received from the written survey. In total 13 responses were received and the feedback from them was, without exception, very positive. In the responses received from the residents or their representatives; • • • • • • All respondents said that they were satisfied with the overall care provided all of the time. All respondents said that they liked living at the home all of the time. All respondents said that they felt well cared for all of the time. All the respondents said that their privacy was respected all of the time. All the respondents said that the home provided suitable activities all of the time. All of the respondents said that they liked the food provided all of the time. In the responses received from visiting healthcare professionals; • • • All respondents said that the home communicated clearly and worked in partnership with them. All respondents said that staff at the home demonstrated a clear understanding of the health care needs of residents. All respondents said that residents’ medication was appropriately managed within the home. Additional positive comments were made in writing to the Commission for Social Care Inspection, which are referred to later in the report but included; ‘Very efficient and caring staff’ ‘The home is clean and tidy and in a good state of repair’ ‘Excellent care here’ ‘Everyone who cares for me is excellent and I am very happy here’ ‘My mum is extremely happy at Glengarry. The carers and all the staff are extremely friendly and helpful. The food is excellent and my mum is well looked after’ The management team listen to advice offered and act upon the advice to ensure the home continues to offer an excellent service. They encourage staff training and team working. The home maintains a consistent staff team and is well managed. Glengarry F57 F09 S9677 Glengarry V181475 180805 Stage 4.doc Version 1.40 Page 7 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. Glengarry F57 F09 S9677 Glengarry V181475 180805 Stage 4.doc Version 1.40 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 Standards Statutory Requirements Identified During the Inspection Glengarry F57 F09 S9677 Glengarry V181475 180805 Stage 4.doc Version 1.40 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 3 & 6 There are good arrangements for the needs of the residents to be assessed prior to admission. This means that management and staff are aware of people’s needs and can ensure they are capable of meeting them in the most appropriate way. Glengarry Court does not provide intermediate care. EVIDENCE: People admitted to Glengarry have pre-admission assessments to ensure the home can meet their needs. As part of the ‘Tracking process’ the inspector viewed the assessment for the last person admitted to the home. This covered various aspects of the person’s care needs including; Mobility Dietary Medication Medical history General Health Glengarry F57 F09 S9677 Glengarry V181475 180805 Stage 4.doc Version 1.40 Page 10 Following the initial assessment people are invited to stay for a trial period, during this time a full assessment is completed. From this assessment a plan of care is developed enabling the individuals needs to be fully met. This ensures people are content in the care they receive. The resident last admitted has an electric scooter and goes out independently. He was not in the home at the time of this inspection and therefore the inspector did not have an opportunity to speak with him. However the comment cards received indicate that people needs are fully met. Glengarry F57 F09 S9677 Glengarry V181475 180805 Stage 4.doc Version 1.40 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 7 & 10 Arrangements to meet the health care needs of the residents are good. Policies and staff training ensure the residents are treated with respect and dignity and that their right to privacy is respected. EVIDENCE: As part of the tracking process the inspector viewed a selection of the residents’ care plans during the visit. In general, care plans were found to be of a good standard, linking well to assessments and addressing all areas of identified need. This is a small home with a consistent staff team who are able to communicate people’s specific needs verbally on a daily basis. Visits made by the person’s G.P; physiotherapist; continence advisor and other medical professionals were recorded as part of the individuals care plan. There was evidence that plans of care are reviewed on a regular basis ensuring that people’s needs continue to be met. Social care needs are addressed and recorded as part of the plan of care. One man enjoys ballroom dancing and was regularly enabled to go the Tower Ballroom, however his mobility is not as good as it used to be, which means he Glengarry F57 F09 S9677 Glengarry V181475 180805 Stage 4.doc Version 1.40 Page 12 can’t manage the steps into the ballroom. The home is going to write to raise their concerns about this under the Disability Discrimination Act, to ensure his needs can continue to be met. This is indicative of the commitment at Glengarry Court to ensuring people’s needs and rights are met. The comment cards received from the residents and the conversations the inspector had with them reflect that people feel well cared for and their privacy is respected. The residents said “whatever we want Susan, (the homes manager) would ensure we got it” Glengarry F57 F09 S9677 Glengarry V181475 180805 Stage 4.doc Version 1.40 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 12, 14 & 15 The life style of people at Glengarry Court is in many circumstances a continuation of their preferences prior to living at the home, depending on their individual capability. There are no restrictions for families and friends of the residents to visit the home. The resident’s benefit from being able to see their family when they wish. EVIDENCE: The service users told the inspector that this home “surpasses our expectations, the staff are excellent and will do anything for you, the food is good and we have a lifestyle of our choosing, what more could we want?” All the comment cards received from the residents were positive about life at Glengarry Court. The residents are consulted on a daily basis about all aspects of their care. The current activities include; Trips out to listen to a Brass Band, To an Old Time Music Hall Glengarry F57 F09 S9677 Glengarry V181475 180805 Stage 4.doc Version 1.40 Page 14 Watch the Hot Ice Show To various Theatres Pub lunches In House there are; Exercise Classes Painting classes (water colour paintings hang in the entrance hall that were painted by the residents) Handicraft classes Manicure/pedicure The home also has entertainers come visit for Poetry reading And Musical entertainers. The home is planning to have ‘themed nights’ in the dining room With meals of a certain country and flags of that country decorating the tables. The comment cards received from the residents reflect that people receive a balanced diet and that they are offered a choice. There are home-made cakes every day to have with afternoon tea Indeed on the day of this inspection there was a wonderful smell of scones baking in the oven. The atmosphere is relaxed and homely which leaves the residents very content in life. Glengarry F57 F09 S9677 Glengarry V181475 180805 Stage 4.doc Version 1.40 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 inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 16 The arrangements for dealing with complaints are good. The residents can speak up and feel that they are listened to. EVIDENCE: The home has a complaint’s procedure in place that includes timescales in which the complainant can expect their issues to be addressed, as well as advice to follow in the event that they are unhappy with the outcome. The complaints procedure is displayed in each person’s bedroom, behind the door. It is also contained in the Service Users Guide ensuring that people are aware of how to complain. In addition the home has a system in place for recording any complaints made and subsequent action taken. It was noted during the inspection that the home had not received any complaints since the last inspection. The comment cards received from residents and their relatives reflected that they were aware of how to complain and who to speak to if they were unhappy about any aspect of care. Glengarry F57 F09 S9677 Glengarry V181475 180805 Stage 4.doc Version 1.40 Page 16 The registered manager works in the home on a full-time basis. As such, she spends a lot of time interacting with residents and in discussion with the inspector, explained that much of this time is spent encouraging residents to express their views and raise any concerns that they have. However the residents told the inspector that they never have anything to complain about as anything they want they have only to ask and Susan (the manager) would get it for them. One resident said “If anyone has anything to complain about here, there must be something wrong with them, it is so good here.” The word ‘excellent’ has been used on a number of the comment cards received, about the quality of care at Glengarry Glengarry F57 F09 S9677 Glengarry V181475 180805 Stage 4.doc Version 1.40 Page 17 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 standard(s) 19 & 26 Glengarry Court is a safe, clean and pleasant place in which to live. The residents feel safe and their accommodation is comfortable. The residents benefit from en-suite facilities in every bedroom. EVIDENCE: The Inspector looked around the home and found it to be clean, well maintained and a pleasant environment. All bedrooms have en-suite facilities including a shower, toilet and a hand washbasin. There is a passenger lift to enable people to access the 1st floor. There are fresh flowers and plants around the home enhancing it’s homely appearance. One lounge window looks out onto the well-maintained rear garden, where there is garden furniture for the residents to enjoy sitting in the garden. Glengarry F57 F09 S9677 Glengarry V181475 180805 Stage 4.doc Version 1.40 Page 18 The home owner told the inspector that there is a plan in the near future to build a conservatory onto the home to give more communal space to people so that they can enjoy the beauty of the garden even on wet days. Glengarry F57 F09 S9677 Glengarry V181475 180805 Stage 4.doc Version 1.40 Page 19 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 considers Standards 27, 29, and 30 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 27 & 30 The level and calibre of staff is good. The residents benefit from a well recruited and trained staff team. EVIDENCE: The staff roster reflected that there are adequate staffing numbers to meet the needs of the residents. The comment cards received from the residents stated that the staff treat them well. During the inspection the residents made very positive comments about the staff including the following “The staff are lovely” “Nothing is too much trouble for Susan and the staff” “Anything you want you only have to ask and it is done” The inspector viewed the files for 2 of the staff and these reflected a robust and in-depth induction procedure for staff. In addition to this the staff have received training in relation to the following; National Vocational Qualification in Care level 2 and level 3 First Aid Food Hygiene Safer Handling (moving and handling) Medication awareness Glengarry F57 F09 S9677 Glengarry V181475 180805 Stage 4.doc Version 1.40 Page 20 Of the 12 care staff 7 have achieved National Vocational Qualification level 2 in Care, 2 have achieved National Vocational Qualification level 3 And 1 has successfully completed level 4. This exceeds the requirements of Standard 30 and reflects a positive attitude to the importance of staff training. This ensures they have the knowledge and skills to carry out their role, resulting in the very positive comments made by the residents. The staff team at Glengarry Court have been there a number of years and this ensures the residents have consistency of care. Glengarry F57 F09 S9677 Glengarry V181475 180805 Stage 4.doc Version 1.40 Page 21 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 33, 35 and 38 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 33 & 35 There is a commitment for continual monitoring of standards. Developments within the home are driven through the experience, views and comments of residents. EVIDENCE: Glengarry F57 F09 S9677 Glengarry V181475 180805 Stage 4.doc Version 1.40 Page 22 From the comments made by the residents, both in the comment cards received and verbally at the time of the inspection there is no doubt that the home is run in the best interest of the residents. Comments such as “Nothing is too much trouble” are indicative of the views of the residents. Residents are supported to manage their own financial affairs for as long at they are able or wish to do so. When this is not possible, third party advice such as from a relative or advocate will be sought. Where the home has to be involved in handling any resident’s money, this is recorded in detail e.g. the amount credited/debited, the reason for the debit, the balance and this record is signed and witnessed at each transaction. Glengarry F57 F09 S9677 Glengarry V181475 180805 Stage 4.doc Version 1.40 Page 23 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 ENVIRONMENT Standard No 1 2 3 4 5 6 Score Standard No 19 20 21 22 23 24 25 26 Score x x 3 x x N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 x 9 x 10 4 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 x 14 3 15 3 COMPLAINTS AND PROTECTION 3 x x x x x x 4 STAFFING Standard No Score 27 3 28 x 29 x 30 4 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score Standard No 16 17 18 Score 3 x x x x 4 x 3 x x x Glengarry F57 F09 S9677 Glengarry V181475 180805 Stage 4.doc Version 1.40 Page 24 N/A Are there any outstanding requirements from the last inspection? 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 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 Good Practice Recommendations Glengarry F57 F09 S9677 Glengarry V181475 180805 Stage 4.doc Version 1.40 Page 25 Commission for Social Care Inspection 2nd Floor, Unit 1 Tustin Court Port Way Preston PR2 2YQ 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. 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