Inspection on 18/09/07 for Glenroyd

This inspection was carried out on 18th September 2007.

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

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

Other inspections for this house

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

CARE HOMES FOR OLDER PEOPLE Glenroyd Glenroyd Close Whitegate Drive Blackpool Lancashire FY3 9HF Lead Inspector Mr Wesley Cornwell Unannounced Inspection 18th September 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 Glenroyd DS0000069262.V345852.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. Glenroyd DS0000069262.V345852.R02.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Glenroyd Address Glenroyd Close Whitegate Drive Blackpool Lancashire FY3 9HF 01253 798008 01253 792608 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) Barchester Healthcare Homes Ltd Mrs. Pauline Skeer Care Home 78 Category(ies) of Dementia (18), Old age, not falling within any registration, with number other category (53), Physical disability (5), of places Terminally ill (2) Glenroyd DS0000069262.V345852.R02.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The home is registered for a maximum of 78 service users to include : Up to 53 service users in the category of OP (Older people over the age of 65 years Up to 18 service users in the category of DE (Dementia) Up to 5 service users in the category of PD (Physical Disabilities) Up to 2 service users in the category of TI (Terminal illness) The service should employ a suitably qualified and experienced manager who is registered with the CSCI Staffing must be provided to meet the dependency needs of the service users at all times and will comply with any guidelines, which may be issued. 11th September 2006 2. 3. Date of last inspection Brief Description of the Service: Glenroyd is a 78-bed purpose built home, which opened in 1990. The home is registered to accommodate 53 elderly persons, 2 terminally ill, 5 physically disabled, and 18 people with dementia can be cared for. The home is situated close to Stanley Park and is within easy reach of the town centre. The Glenroyd has three floors comprising of bedrooms, toilet and bathing facilities, lounge and dining rooms, a reception area, hairdressing salon and an occupational therapy craft room. All bedrooms have en-suite facilities. The home has two passenger lifts to facilitate easy access between the two floors. Regular social activities are organised within the home. A mini-bus is also available to take residents on outings. The home has a Statement of Purpose and Service User Guide providing information about the care provided, the qualifications and experience of the owners and staff and the services residents can expect if they choose to live at the home. A copy of the Service User Guide and most recent inspection report is issued to all prospective residents and their relatives/representatives to help them make an informed choice whether to move into the home. The range of fees at the home are £294.91 to £610.00 covering all aspects of care, food and accommodation. The manager provided this information on the 18th September 2007. Glenroyd DS0000069262.V345852.R02.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced site visit was undertaken as part of the homes Key Inspection. The site visit commenced at 9.30am and took place over 6 hours. The Inspector was accompanied by an Expert by Experience who is a person, who because of their shared experience of using services, visits a service with an Inspector to help them get a picture of what it is like to live in or use the service. The Expert by Experience observed routines within the home and spoke to a number of residents, relatives and staff members. The views of the Expert by Experience and comments received during the visit have been included in the report. Prior to the site visit the manager of the home completed an Annual Quality Assurance Assessment form (AQAA) providing detailed information about the service they are providing. A number of residents and their relatives were also contacted prior to the site visit and their views about the home have been included in the report. Staff, care, maintenance and financial records were examined during the site visit and a full tour of the premises was undertaken with the manager. What the service does well: The homes assessment procedures were very thorough and care plans had been structured to ensure the staff recognise the diverse needs of residents. Observation of practice and discussion with staff members confirmed facilities and equipment is provided by the home to assist them in meeting the needs of residents with specific disabilities. Residents spoken to said they liked living at the home and their needs were being met. The relatives of one resident said they had nothing but praise for the home and they were delighted with the standard of care being provided. One relative said, “ The staff are caring and courteous. The overall impression is that of a hotel with Nurses. The home provides a very comfortable environment for vulnerable people and they are treated with a great deal of respect. Activities and outings are provided which my mother loves”. The home has been decorated and furnished to a high standard to ensure the comfort of residents. Residents spoken to were very happy with the standard of accommodation provided. Glenroyd DS0000069262.V345852.R02.S.doc Version 5.2 Page 6 Visiting arrangements at the home are informal and family and friends of residents are encouraged to maintain contact. One visitor said, “ My mother is very happy to have the freedom to receive visitors at any time”. Meals are varied with an alternative choice available if required. Residents were pleased with the choice and variety available. The staff member responsible for preparation of meals confirmed they are provided with assessment information about all new residents so that special diets and personal preferences can be accommodated. Staff at the home are well trained and are competent to do their jobs. Observation of care practices throughout the day confirmed residents are treated with respect and dignity. What has improved since the last inspection? What they could do better: One problem identified during a tour of the building was a strong odour on the dementia unit on the top floor of the home. The manager said she was aware of this and had gone to a lot of trouble to find a solution to the problem. The manager said she was still pursing a remedy to deal with this matter so that the residents on the unit would be living in an environment free from offensive odours. Glenroyd DS0000069262.V345852.R02.S.doc Version 5.2 Page 7 Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Glenroyd DS0000069262.V345852.R02.S.doc Version 5.2 Page 8 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Glenroyd DS0000069262.V345852.R02.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 3 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The admission and assessment procedures were clear to ensure the care needs of residents are met. EVIDENCE: The care plan records of three residents admitted to the home had full assessment information including the religious/cultural and relationship needs of residents. All care plans had been signed by the residents or their relatives confirming they had been involved in the assessment process and agreed with the care to be provided. Staff members confirmed they had access to this information and could describe in detail the care needs of the residents. Staff responsible for the preparation of meals said they were informed about residents who had special dietary needs and these are always accommodated. Glenroyd DS0000069262.V345852.R02.S.doc Version 5.2 Page 10 Senior staff members were observed during the visit preparing to undertake a pre-admission assessment to people considering moving into the home. This would ensure the home had relevant and up to date information about the person should they decide to move into the home. Residents recently admitted into the home confirmed they had been involved in their assessment and were happy that their needs were being met. This home does not provide intermediate care. Glenroyd DS0000069262.V345852.R02.S.doc Version 5.2 Page 11 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7,8,9 and 10 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Promotion of health is taken seriously, resident’s welfare is closely monitored and health needs were met. EVIDENCE: Individual records are kept for each resident with a plan of care setting out the action that is needed to be taken by care staff to ensure all aspects of health, personal and social care needs of the residents were met. Significant events had been recorded and daily entries made setting out the care given. The care plans were structured and were being reviewed at least once a month and updated to reflect any changing needs in the health and personal care of the resident and these were being actioned. The records of three residents were looked at and these described their healthcare needs. Discussion with staff members on duty confirmed they were fully aware of the healthcare needs of residents and these are monitored and Glenroyd DS0000069262.V345852.R02.S.doc Version 5.2 Page 12 their care plans kept up to date. Entries made on care plans showed good communication between the home and healthcare professionals. The records of one resident confirmed a healthcare problem had been identified and appropriate action had been taken by the home quickly to prevent any deterioration in the residents health. The relative of one resident said, “I am very pleased with the care my aunt receives and despite the fact she can be uncooperative the staff show care and understanding and have improved her quality of life. She is very settled”. Residents who were being cared for in bed had been provided with a special mattress that was suitable for the relief of pressure and prevention of pressure sores. The relative of one resident, “The staff are friendly and quite easy going. They listen and act upon what the family say. They are very attentive towards my husband who requires a lot of care”. Observation of practice and examination of care plan records confirmed staff were meeting the diverse needs of service users with specific disabilities and specialised equipment was readily available to assist them with their duties. Discussion with staff confirmed they were aware of the needs of the residents and the level of care that needed to be provided. Medication practices observed during this visit were safe and good records had been maintained. The staff members responsible for the administration of medicines had received accredited training to ensure they had basic knowledge of how medicines are used and how to recognise and deal with problems in use. Residents spoken to said the staff team respected their privacy and they could spend time on their own if that was their wish. Glenroyd DS0000069262.V345852.R02.S.doc Version 5.2 Page 13 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14 and 15 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Social activities and meals are both well managed, creative and provide daily variation and interest for people living in the home. EVIDENCE: Residents spoken to said routines within the home were flexible and they were able to make their own decisions about how to live their lives. One resident said, “ I have lived at the home for a number of years and I am very happy. I am able to get about fairly well and am also taken out by the staff from time to time. I am able to get up at a time that suits me and retire to bed when I am ready”. Residents spoken to said they were happy with arrangements in place for receiving their visitors. The relatives of two residents said they were always made welcome by the staff when they visited the home and found the staff friendly and approachable. One relative said, “ My mother is very happy with the standard of care and the freedom to have visitors at any time. The home Glenroyd DS0000069262.V345852.R02.S.doc Version 5.2 Page 14 provides a very comfortable environment for vulnerable people and they are treated with a great deal of respect”. Most residents handle their own financial affairs or these are handled by their relatives/representatives. Records being kept in respect of residents unable to manage their own finances were being well maintained. The home provides a varied and balanced diet for residents. The staff member responsible for the preparation of meals was able to confirm they had information about residents with special diets and personal preferences. Residents spoken to were happy with the choice and standard of meals available. One resident said, “ I always look forward to meal times. We are provided with several choices and an alternative if we don’t like them ”. The relative of one resident said, “ My husband requires a soft diet due to his medical condition. The catering staff are very accommodating and he always enjoys his food and eats well”. Meal times were served in a relaxed and unhurried manner in very pleasant surroundings. Staff members were observed being very attentive to residents needs. Residents spoken to were very happy with the arrangements in place for social activities. These were varied and arranged individually and in groups Glenroyd DS0000069262.V345852.R02.S.doc Version 5.2 Page 15 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Arrangements for complaints are handled well and taken seriously ensuring people feel listened to. EVIDENCE: The home has a detailed complaints procedure, which is made available to all residents on their admission. Residents spoken to were aware of how to make a complaint and felt these would be listened to and acted upon. The relatives of six residents also said they were aware of the complaints procedure but hadn’t had any cause to make a complaint about the home. At the time of this site visit no complaints had been referred to the Commission for Social Care Inspection. Complaints received by the home had been dealt with promptly and had been resolved to the satisfaction of the complainant. The home has a procedure in place for dealing with allegations of abuse. The manager and staff spoken to had a good understanding of the procedures to be followed in the event of any allegations or suspicion of abuse or neglect. Staff members on duty said abusive practices and how to recognise these had been covered during training recently provided by the home. Glenroyd DS0000069262.V345852.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, 24 and 26 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. A planned maintenance and renewal programme for the redecoration and refurbishment of the home to ensures residents live in a comfortable, homely, clean and safe environment. EVIDENCE: The home has been well maintained and decorated for the comfort of residents. Since the last inspection the home has created a memory lane kitchen (purpose built) for residents on the dementia unit. Eleven bedrooms have been redecorated and refurbished. One bathroom has been refitted, new windows and patio doors fitted and new kitchen appliances purchased. The manager said the refurbishment of the home was ongoing and there were further plans for refurbishment throughout the home to ensure the present Glenroyd DS0000069262.V345852.R02.S.doc Version 5.2 Page 17 high standards are maintained. Residents and their visitors were very pleased with the improvements being made. A tour of the building confirmed resident bedrooms had been personalised with their own belongs and decorated and furnished for their comfort. All residents spoken to were happy with their rooms and said they had the choice of spending time on their own or in the lounge area’s. Hot water temperatures throughout the home were checked and found to deliver water at a safe temperature in line with health and safety guidelines. It was observed during the visit the majority of the home was clean and hygienic ensuring a pleasant environment in which to live. However, a strong odour was observed on the dementia unit on the top floor of the home. The relative of one resident said, “ Quite a few of the residents on my husbands floor are incontinent. The rooms smell badly at times and I am not alone in taking cleaning fluid and disinfectant to make the room more pleasant”. The manager said she was aware of this and had gone to a lot of trouble to find a solution to the problem. The manager said she was still pursing a remedy to deal with this matter so that the residents on the unit would be living in an environment free from offensive odours. Glenroyd DS0000069262.V345852.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 and 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The deployment of a well-trained staff team throughout the day is sufficient to meet the needs of residents. EVIDENCE: Prior to this site visit the relatives of some residents had expressed concern that the home sometimes seemed understaffed and the staff are always busy. Examination of the staff rota and observations made throughout the day confirmed staffing levels were sufficient for the number of residents living at the home. Staff members spoken to said although they were busy they were happy with their workload and were satisfied they were meeting the needs of the residents. Residents spoken to all said they were happy with their care and looked clean and well presented. Staff spoken to said they were clear about their role and work well as a team to ensure the individual and collective needs of residents are met. Records show all staff members have access to a structured training and development programme ensuring the residents are being cared for by a well trained and competent staff team. In addition 60 of staff members have achieved National Vocational Qualifications (NVQ) ensuring the residents are in the safe hands of qualified and competent staff. Glenroyd DS0000069262.V345852.R02.S.doc Version 5.2 Page 19 Examination of staff records showed good systems were in place for obtaining relevant documentation for staff members employed by the home ensuring the protection of residents. Glenroyd DS0000069262.V345852.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 and 38 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home has policies and procedures in place to ensure the health and safety of residents and staff are promoted and protected. EVIDENCE: The manager of the home is a Registered General Nurse and has achieved a relevant management qualification. She is well supported by the owners of the home who visit regularly. Records seen confirmed the manager has access to training to ensure her knowledge and skills are updated. Glenroyd DS0000069262.V345852.R02.S.doc Version 5.2 Page 21 The home has effective quality assurance systems in place to monitor the level of service being provided for its residents. An annual quality assessment of standards is undertaken by a professionally recognised organisation who complete an audit of the care being provided and seek the views of residents and their relatives. In addition the home has in place its own quality assurance systems in place to gather the views of residents and keep them informed about events being organised by the home. Residents and their relatives confirmed they are consulted about any changes taking place within the home and kept fully informed about forthcoming events being organised. Inspection of records for residents finances were well maintained and up to date ensuring residents interests are safeguarded. Inspection of maintenance records confirmed facilities and equipment was being maintained as required by health and safety legislation to provide a safe environment for residents and staff. Glenroyd DS0000069262.V345852.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 X HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X 3 X 2 STAFFING Standard No Score 27 3 28 4 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 X X 3 Glenroyd DS0000069262.V345852.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. 1 Refer to Standard OP26 Good Practice Recommendations People living in the dementia unit should be provided with an environment free from offensive odours to improve their quality of life and provide pleasant surroundings for their visitors. Glenroyd DS0000069262.V345852.R02.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Lancashire Area Office Unit 1 Tustin Court Portway Preston PR2 2YQ 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 Glenroyd DS0000069262.V345852.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. 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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