Inspection on 18/09/07 for Harwood Court

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

Harwood Court 12/09/06

Harwood Court 31/01/06

Harwood Court 23/11/05

Harwood Court 02/09/04

Harwood Court 06/07/04

Harwood Court 26/03/04

Similar services:

Turret Villa Retirement Home

Moor House

Mendip House

Beaconsfield Court Care Home

Little Sisters Of The Poor

Manor House

Middleton Hall Ltd

Middlesbrough Intermediate Care Centre

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

CARE HOMES FOR OLDER PEOPLE Harwood Court Highburn Cramlington Northumberland NE23 6AZ Lead Inspector Carole McKay Key Unannounced Inspection 09:30 18 and 19 September 2007 th th 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 Harwood Court DS0000000604.V346250.R01.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. Harwood Court DS0000000604.V346250.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Harwood Court Address Highburn Cramlington Northumberland NE23 6AZ 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) 01670-712492 01670 735626 home.cra@mha.org.uk home.fxg@mha.org.uk Methodist Homes for the Aged Vacant Care Home 35 Category(ies) of Old age, not falling within any other category registration, with number (35) of places Harwood Court DS0000000604.V346250.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category of service only: Care home only - Code PC To service users of the following gender: Either Whose primary care needs on admission to the home are within the following category: Old age, not faling within any other category - Code OP, maximum number of places: 35 The maximum number of service users who can be accommodated is: 35 12th September 2006 2. Date of last inspection Brief Description of the Service: Harwood Court is a well established home, which provides single room en suite accommodation and personal care to 35 persons. The premises are purpose built with large gardens and are well located for services and shops in the middle of Cramlington. Run by Methodist Homes for the Aged, a national voluntary organisation, the home has a Christian based ethos and welcomes applications from people of all faiths. The home benefits from the support of a small but committed group of volunteers and has a well-established staff team, but the home has had four changes of manager in recent years. The current manager is Judith Moffat. Judith has managed the home on a previous occasion, and at that time was registered with CSCI. An emphasis is placed on social activity and independence. The home has a lively social activity programme and volunteers help support service users in maintaining links with the community. Service user involvement in the running of the home is also encouraged. Copies of previous inspection reports are available in the home. The current fees range from £432 to £481. Harwood Court DS0000000604.V346250.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. A quality assessment was carried out by the service and submitted prior to the inspection. This was used to help plan the visit to the service. Surveys were sent to service users and staff. Only two of these were retuned. Two visits to the home were made and service users, staff and visitors were spoken with. A service user meeting was attended and a meal was taken with three of the service users. What the service does well: What has improved since the last inspection? Harwood Court DS0000000604.V346250.R01.S.doc Version 5.2 Page 6 Care planning is improved so that service users’ good health and well-being is maintained. Medication procedures and staff training are better. This will keep service users safe. Social activity planning is better so that all service users can participate in the social life of the home. New learning opportunities have been created for the staff. This means that service users’ needs are addressed. New ways of keeping staff are in place. This will mean that people who have a good knowledge of their needs will care for service users. Improvements have been made to the premises so that access to bathing facilities is easier for the people who use the service. The service assessment has identified future developments and service users will enjoy an improving service. 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. Harwood Court DS0000000604.V346250.R01.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 Harwood Court DS0000000604.V346250.R01.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. People coming to live at the home will have their needs fully assessed and will be involved in this process of making decisions about staying at the home. EVIDENCE: The most recent admission shows that the service assesses the needs of people before they come to live at the home. The home receives an assessment from the Care Manager. Then a senior member of the care team carries out an assessment, where possible, at the person’s home, with their agreement. Following this a full assessment of the person’s needs is carried out just before or at the time of the arranged admission date. MHA has updated the assessment process for its homes recently and these are full and detailed. Harwood Court DS0000000604.V346250.R01.S.doc Version 5.2 Page 9 These arrangements make sure that planned admissions into the home are person centred. This means that the people using the service are fully involved in the process and the admission takes account of their individual needs. Some of the service users have stayed at the home for short periods before moving in for the longer term. People who move to Harwood Court have a trial period of eight weeks to decide if the service is right for them. After which a residents’ agreement is given to them for signing. This agreement has recently been revised to make sure that details of fees are included. Harwood Court DS0000000604.V346250.R01.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. People using this service will have their health care needs assessed. Clear plans will be made to ensure that their needs are met, within the home or by other appropriate services. EVIDENCE: Since the last inspection the service has put a lot of work into improving the way it assesses the health care needs of the people who use the service and drawing up plans for care. The files show that the preferences of service user, to do with how care is delivered to them, are clearly recorded. This is particularly evident for food preferences and personal care where privacy and dignity are emphasised. Harwood Court DS0000000604.V346250.R01.S.doc Version 5.2 Page 11 Each service user has a service user plan. The home is in the process of updating the paperwork for these. The new plans are very clear, easy to read and accessible to the care staff. They are securely stored. The service users sign the plans. Service users said that they knew about these and that their needs had been discussed with them. All aspects of care are covered in the plans. The home also now uses risk assessments for areas of health care such as mobility, nutrition and skin care. These are gradually being introduced for all service users. Where appropriate referrals are made to other specialist and services. Routine health checks are arranged as necessary. In the quality assurance document (AQQA) the service has identified that foot care and oral health are areas for development. Medications are stored safely. The home has a dedicated room for this purpose that is very secure and a lockable trolley is used or the medication rounds. The record keeping for medications is good. The staff who administer medications receive training from an external agent. Their ability to follow the home’s procedures is also assessed at the home. These assessments are recorded. One of the staff has responsibility for regular auditing of the medication and the records. Since the last inspection two medication errors have occurred. The care staff administering the medication at the time of the mistake identified one. The second was a pharmacy error identified by staff at the home. Both were reported to CSCI at the time and were appropriately followed through. Service users are supported to control their own medication in line with risk assessment. Harwood Court DS0000000604.V346250.R01.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. Service users have control over the decisions about how they will spend their time. The service supports and encourages service users to be active and independent, both in the home and in the community. EVIDENCE: The activity organiser was on leave at the time of the inspection. But the home has a programme of activity. This has been designed around the needs and wishes of the service users, so that all people can participate in activity. Specialist services are being consulted and imaginative ideas are in place. For example using diaries and video recording equipment. The home has three communal areas that people can use. One of these lounges is on the first floor. Small kitchens are located on each floor so that visitors can easily make cup of tea or other refreshments. These have been fitted with water dispensers to avoid the use of hot kettles. Harwood Court DS0000000604.V346250.R01.S.doc Version 5.2 Page 13 There is a strong sense of community in the home. This is one of the values of the service. Service users said that they usually take main meals together in the dining room and meals can also be taken in their rooms. Some service users have newspapers delivered. Individual orders were pinned up on the wall in the office as a reminder for staff. Part of the inspection was spent sitting in a service user meeting. This was with the permission of the service users and the manager chaired it with the assistance of a volunteer chaplain. The meeting was conducted in a mature and dignified manner. Respect and value was shown to the opinions of all participants. Service users were offered a sherry or soft drink as part of the meeting. Mealtimes and seating arrangements were the main topic for the meeting. People expressed their views freely and these were taken account of in a serious manner. Agreements were reached democratically. The manager gave service users the opportunity to discuss matters with the volunteer in her absence. Visitors to the home said that they were always made welcome by the staff, their relative was very happy at the home and that they had noticed warm atmosphere of late. Individual preferences to do with food are clearly described in the service user plans. So are dietary needs. The cook said that one person required special arrangements for a soft diet. She had recently obtained some advice on this and had attended training for catering for people with dementia. Harwood Court DS0000000604.V346250.R01.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 service openly encourages comments and complaints so that the people who use the service feel confident that they will be listened to. Staff are supported to share concerns and this protects service users. EVIDENCE: The procedure for making complaints and other information about the home is openly available in the entrance hall to the home next to the visitors’ book. There is a comments and suggestions book nearby. Methodist Home has a system for monitoring complaints in each of its services. Since the last inspection an anonymous concern was raised with CSCI. This was passed to the provider of the service to investigate and was followed through by a representative of the provider. Written reports were submitted to CSCI about the outcome of these investigations. The provider, (MHA) has introduced ways that complaints can be monitored so that underlying problems can be identified and lessons can be learnt. Harwood Court DS0000000604.V346250.R01.S.doc Version 5.2 Page 15 The organisation has introduced a free call telephone line for whistle blowing for staff to use. The home has procedures and guidance for identifying abuse of vulnerable adults and for reporting any suspicion that abuse has occurred. Some of the staff have recently attended training to do with the local procedures for safeguarding vulnerable adults. Harwood Court DS0000000604.V346250.R01.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 excellent. This judgement has been made using available evidence including a visit to this service. The home offers a comfortable and pleasing environment. Service users are involved in making decisions about how the premises are used. Laundry and cleaning arrangements ensure the well being of service users. EVIDENCE: The home is purpose built and is set in large attractive gardens There is level access at its main entrance. A shaft lift is installed to access the first floor for people who cannot manage stairs. Harwood Court has been maintained to a good standard. Since the last inspection the dining room and parts of the kitchen have been much improved. Harwood Court DS0000000604.V346250.R01.S.doc Version 5.2 Page 17 Further improvements are arranged for the kitchen. One of the bathrooms has been improved to provide a walk in shower. The rest of the home is clean and well presented. The home has a wellequipped laundry room and employs a laundry assistant. The senior staff have responsibility for routine checks of the building. Also the provider has introduced a self-assessment of its services that includes the premises. The manager said that she now has a spending budget for repairs and improvements. Some improvements have already started and others are being arranged. People who use the service are actively encouraged to bring personal items into the home, including furniture if they wish. Individual bedrooms are very personalised and service users can arrange them to suit their own comfort and needs. The grounds are looking a little neglected, and the handyman is waiting for dry weather to cut the lawns. The manager said that he home had been without a handyman for a period of time so some work needs to be caught up on. There are plans to improve the grounds with seating and better walkways. This work is about to begin. Harwood Court DS0000000604.V346250.R01.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 good. This judgement has been made using available evidence including a visit to this service. A team of confident and well trained staff supports the people who use the service. This means that the staff understands service users needs. EVIDENCE: The home has retained its senior staff team over a period of years. The rotas show that the home has good care staff numbers. These staff are supported by three kitchen staff, laundry staff, domestics and administrative staff. A team of volunteers also provides support to service users for social events and general outings. Staff are not rushed and service users said that the staff are available when they need them. This was reflected in the surveys. Staff turnover is low. The provider has introduced new staff incentive and benefit schemes with the aim of reducing this further. Harwood Court DS0000000604.V346250.R01.S.doc Version 5.2 Page 19 Recruiting staff is a structured process and includes formal applications and interviews. The process adheres to equal opportunity processes. Two written references are requested. The provider’s personnel department with this supports the manager. There are clear recruitment procedures that she must follow. The manager said that the provider has increased the training budget allowance for staff from three days per year to five. 59.1 of the staff have a national vocational qualification (NVQ) and this will rise to 80 if those staff currently in training complete their qualification. Each member of staff has a personal training plan. These ensure that staff receive the basic training they must have with periodic refreshers. The plan also identifies special learning needs. Recently specialist training in dementia care has been taken by one of the cooks. Senior staff are expected to take part in management training. Specialist NVQ training for the activity organisers and two care staff is arranged to taken place. Staff said that they have started to use Internet learning opportunities that the provider has made available to them. Harwood Court DS0000000604.V346250.R01.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 good. This judgement has been made using available evidence including a visit to this service. The home is well managed with good resources. The interests and well-being of people who live at the home are safeguarded. EVIDENCE: The home has changed its manager since the last inspection. The new manager has worked at the home, in this role before and is qualified. The management structure of the home is clear and roles have been examined since the last inspection in response to a requirement abuts this. The manager has identified further development for the management team that will make for better teamwork. Harwood Court DS0000000604.V346250.R01.S.doc Version 5.2 Page 21 The provider has introduced new ways of checking the quality of the service. These include surveys to people who use the home; staff surveys that will be introduced in the future and self-assessment of services by visiting managers form other homes. The home holds some of the money belonging to a small number of service users for safekeeping. The storage and access arrangements are secure. Signed records are kept and all amounts and spends are accounted for. These records are regularly checked and countersigned. The records held in the home show that maintenance and safety checks for the building and its installations are up to date with no matters outstanding. The fire safety checks and log of staff instruction and drill is also up to date. Regular health and safety audits take place. Harwood Court DS0000000604.V346250.R01.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 4 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 4 13 4 14 4 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 x 18 2 4 x x x x x x 4 STAFFING Standard No Score 27 3 28 3 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 Harwood Court DS0000000604.V346250.R01.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. 1 Standard OP18 Regulation 18(1) © (1) Requirement All staff must receive training in local procedures for safeguarding vulnerable adults. Timescale for action 31/07/08 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 Harwood Court DS0000000604.V346250.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Cramlington Area Office Northumbria House Manor Walks Cramlington Northumberland NE23 6UR 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 Harwood Court DS0000000604.V346250.R01.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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