Inspection on 29/05/07 for Hawkhills

This inspection was carried out on 29th May 2007.

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

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

Other inspections for this house

Hawkhills 24/02/06

Hawkhills 20/09/05

Hawkhills 02/11/04

Hawkhills 19/05/04

Similar services:

Snydale Care Home

Abbey The

Larchfield Manor

Beeches The - North Yorkshire County Council

The Grove Waltham

Carentan House

Ravensworth Lodge

Braeburn House - North Yorkshire County Council

Extracts from inspection reports are licensed from CQC, this page was updated on 09/07/2008.

CARE HOMES FOR OLDER PEOPLE Hawkhills 11 Stanwood Road Sheffield South Yorkshire S6 5JE Lead Inspector Chris Taylor Key Unannounced Inspection 09:00 29th May 2007 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 Hawkhills DS0000002971.V330632.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. Hawkhills DS0000002971.V330632.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Hawkhills Address 11 Stanwood Road Sheffield South Yorkshire S6 5JE 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) 0114 234 5469 0114 233 6863 hawkhills@sheffcare.co.uk www.sheffcare.co.uk Sheffcare Limited Mrs Ann Cullen Care Home 40 Category(ies) of Old age, not falling within any other category registration, with number (40) of places Hawkhills DS0000002971.V330632.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 24th February 2006 Brief Description of the Service: Hawkhills is a purpose built property and they provide personal care. Accommodation is provided for 40 residents over the age of 65 years. The home is operated by Sheffcare Ltd and is situated in the residential area of Stannington. Various shops and a public house are located nearby and the Hillsborough shopping centre is easily accessible. The grounds are tidy and there is an extensive patio area that is well kept, this is enclosed to ensure privacy as well as security is maintained. There is car parking available. The accommodation is provided on three floors with a lift for easy access. All rooms are for single occupancy. Easy access is available to all facilities for residents who use wheelchairs, or have other disabilities. On each floor there are lounges, dining areas, bathrooms and toilets. There are lounges for smoking and non-smoking. There is a function room that is available for group activities or private use to entertain family or friends. Regular social events are organised inside and outside of the home. The organisation has the use of a mini-coach so can offer regular trips and outings. The weekly fees on 29th May 2007 range from £308 to £340 and do not include costs for hairdressing and chiropody. This information was supplied to the Commission For Social Care Inspection via the pre-inspection questionnaire received on the 24th April 2007. Service users/relatives and other interested parties are able to have access to inspection reports by requesting them from the home. Hawkhills DS0000002971.V330632.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This is what was used to write this report. • • • Information about the home kept by the Commission for Social Care Inspection. Information asked for before the inspection, this is called a Pre Inspection Questionnaire. Information from surveys that were sent to service users, health care professionals and staff. Five surveys were received from service users, four from staff and one from a health care professional. A visit to the home which was unannounced. This lasted six hours and included talking to staff and the manager about their jobs and the training they have completed. Also spending time with service users and checking some of the records polices and procedures the home has to keep. Looking at four service users’ care files in detail. • • What the service does well: Service users live in a clean comfortable home. Staff are kind and helpful and make every effort to provide the service in the way that the service user wants. Staff also support service users to maintain their independence. Comments were made such as “I am quite happy living here, home from home” and “ This is a well run home. All the staff are pleasant and helpful. Nothing is too much trouble for them, they are my family”. The information kept about service users is good, there is a care plan for every service user which includes details of the help and support people need and how this should be provided. This helps staff care for service users properly all of the time. A good choice of food and drinks are available. This ensures that service users receive a varied and nutritious diet. One service user spoken to said “The food is excellent.” How service users spend their day is given a lot of consideration. Staff and the activity organisers spend time helping service users to maintain their interests and to try something new. This encourages service users’ decision-making and helps retain independence. Hawkhills DS0000002971.V330632.R01.S.doc Version 5.2 Page 6 The staff are provided with comprehensive training to improve their knowledge and skills. This promotes best practice and ensures that service users receive a good quality service. The home is managed in a manner that puts service users first. It concentrates on the needs, wishes and views of the people who use the service. What has improved since the last inspection? What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Hawkhills DS0000002971.V330632.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 Hawkhills DS0000002971.V330632.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): Standard 3. People who use this service experience excellent quality outcomes in this area. Service users’ needs are properly assessed prior to admission this helps make sure that staff know they will be able to meet service users’ needs before the person moves in. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The Statement of Purpose and Service user Guide are made available to anyone interested in moving into the home. Usually the manager will visit the prospective service user and complete an assessment to make sure staff at the home will be able to provide a service which will meet the person’s needs. The prospective service user then spends a day at the home providing the opportunity to meet staff and other service users and to get a feel for the home. If the service user and home agree then a settling in period is offered. The settling in period is usually four weeks but this can be flexible depending Hawkhills DS0000002971.V330632.R01.S.doc Version 5.2 Page 9 on peoples’ needs and circumstances. Service users are provided with further information to help them settle into the home, this includes being assigned a specific member of staff to call upon. Following this a review is held to confirm that everyone is happy with arrangements and the person’s stay at the home is made permanent. Service users who were spoken with said that staff had taken great care to make sure they were made welcome and helped them to settle in. All of the surveys received said that they were provided with sufficient information about the home before they moved in. Four service users’ files were looked which confirmed that pre admission assessments had been undertaken. Hawkhills DS0000002971.V330632.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): Standards 7, 8, 9 and 10. People who use this service experience excellent quality outcomes in this area. Service users’ health and personal care needs are assessed and are met promoting independence, choice and respect for individuals. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Four peoples’ case records were looked at in order to check that a plan had been formulated which helped staff provide support to service users according to their needs and wishes. There were forms completed which contained information about the person such as date of birth, GP, next of kin. This was followed with specific documents to record information about all aspects of the service user’s life, what support is needed and how the service user wants that support to be provided. Information recorded not only covers where people need help and assistance but also information about social interests and personal preferences Hawkhills DS0000002971.V330632.R01.S.doc Version 5.2 Page 11 about they wish to spend their day; times for getting up, going to bed, what newspaper and TV programmes are preferred. The care plan format also records information about areas of risk, specifically with regard to moving and handling and falls; nutritional assessments, where a service users may need a specific diet due to weight gain or loss and an assessment to determine whether the service user is safe to look after their own medication. There is a monthly review sheet and daily record. Daily records provided a good picture of the daily life of the service user and would provide an essential information to track any changes the service users may experience, with ill health or involvement in social activities for instance. Service users are registered with the GP of their choice. The manager and staff said that the working relationship with GP and district nurses is good. She said the support from other health care professionals such as the Emergency Community Paramedics and rehabilitation teams is also good. A key-worker scheme operates in the home. The delivery of personal care is individual and flexible. Discussions with service users confirmed this. They said that staff always treat them with respect and ensure their privacy and dignity. Comments heard include “anything you ask them to do they do it” and “the staff are all nice” Staff were observed delivering care in a kind and helpful manner. Service users looked clean and well cared for. Medication is stored in locked trolleys, one for each corridor. A monitored dosage system was in use with proper procedures in place for the receipt, storage, administration, recording and return of medicines. It is usual that only senior members of staff administer medication and staff receive accredited medication training before they are permitted to so. Lunchtime medication administration was observed and this was carried out safely and in a way that ensured service users’ dignity was maintained. If service users take responsibility for administering their medication they sign an agreement form and an appropriate risk assessment is completed. Hawkhills DS0000002971.V330632.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): Standards 12, 13, 14 and 15. People who use this service experience excellent quality outcomes in this area. Service users can choose how they spend their day and have the opportunity to pursue their own interests. Meals provided are nutritious, are of good quality and freshly prepared. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Service users choose their own daily routines and are encouraged to remain independent and have as much control over their lives as is possible. Service users can sit in communal lounges or spend time in their rooms and can rise and retire as they wish. Service users said that they enjoyed the activities on offer but there was no pressure to join in. All of the surveys received indicated satisfaction with activities on offer one said “ there is always something happening if you want to attend”. There is a purpose built hairdressing room and the hairdresser was visiting on the day of the inspection. Hawkhills DS0000002971.V330632.R01.S.doc Version 5.2 Page 13 There is a team of activities organisers who visit the home and arrange craft, art, bingo and reminiscence sessions as well as trips out for meals or the local garden centre. Service users said that they are regularly asked for ideas and what they might be interested in. The atmosphere at the home was very relaxed. Warm and genuine relationships were witnessed between staff and service users and there was a lot of good-hearted banter. There are three main meals per day and a choice is provided at each. Special dietary needs such as low sugar diets are catered for and special requests can usually be met. Where appropriate nutritional assessments are carried out and these were seen in case records. Service users spoke positively about the quality of meals provided and service users clearly enjoyed their lunch. Staff supported those people who needed assistance respectfully and discreetly. Menus were looked at and these were varied. The chef came around during lunch to check that everything was ok for service users. There is a small kitchen on each corridoor where service users can make themselves a drink and staff make sure hot and cold drinks are available throughout the day with a hot drink and snack provided prior to bed. Hawkhills DS0000002971.V330632.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): Standards 16 and 18. People who use this service experience good quality outcomes in this area. Service users can be confident that concerns are listened to and appropriate action is taken. There are sufficient effective systems in place to safe guard service users from harm. This judgement has been made using available evidence including a visit to this service. EVIDENCE: A complaints procedure is provided to service users and is included in the Statement of Purpose. Service users said that they felt able to talk to staff and the manager of the home if they had complaints and that these would be dealt with properly. The manager views complaints positively and believes that bringing any concerns to the attention of the manger and staff can only improve the service provided and is part of the home’s quality assurance systems. The manager deals with general day to day complaints and anything more serious is passed to the organisation’s quality assurance manager to investigate. There have been three complaints made since the last inspection. All have been investigated thoroughly with the complainant being satisfied with the outcome of the investigation. No formal complaints have been made directly to The Commission for Social Care Inspection. Hawkhills DS0000002971.V330632.R01.S.doc Version 5.2 Page 15 There is a comprehensive policy and procedure with regard to adult protection and staff have a good awareness of this. The manager reported that there was good support with regard to adult protection issues from partner agencies; that they were always available to listen to any concerns and offer advice. Staff receive training in adult protection issues during induction and foundation training and as part of NVQ level 2 and 3 in care. Appropriate recruitment procedures are followed, with references and Criminal Records Bureau (CRB) checks made to reduce the risk of undesirable people working in the home. Hawkhills DS0000002971.V330632.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): Standards 19 and 26. People who use this service experience good outcomes in this area. Service users live in a clean, comfortable and safe home. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Hawkhills was purpose built a number of years ago and as such adaptations to the home would be difficult. Because of its age and design some parts of the home look worn and tired and could be updated. None of the bedrooms are en suite but there are sufficient bathrooms and toilets located close to communal and bedroom areas. Service users spoken with said that the lack of en suite facilities doesn’t unduly affect their quality of life and staff work hard to ensure service users’ privacy and dignity is maintained. All bedrooms were individual, with different decorations and furnishings, service users are encouraged to Hawkhills DS0000002971.V330632.R01.S.doc Version 5.2 Page 17 bring their own pieces of furniture and personal possessions; there was a homely rather than hotel feel to the home. Information from surveys confirmed that service users and visitors always find the home ‘clean and tidy’, ‘fresh and clean’. Repairs are carried out promptly and there is an effective computer system to log and track these. The manager ensures compliance with the local fire service and environmental health department so that service users are kept safe. The home is kept spotlessly clean so that the risk of service users becoming ill from poor hygiene is unlikely. The home was free from offensive smells for the duration of the inspection and made the environment pleasant. Service users say that this is always the case. Hand wash scrub, gloves and aprons are available throughout the home so as to minimise the risk of cross infection from one person to another. Hawkhills DS0000002971.V330632.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): Standards 27, 28, 29 and 30. People who use this service experience excellent outcomes in this area. Staff are properly vetted and trained to ensure service users receive the care and support they need. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Prospective staff complete an application form and if short listed attend a formal interview. Written references and POVA (Protection of Vulnerable adults) first checks are made and staff are not permitted to work in the home until they have a CRB (Criminal Records Bureau) check. Records of the recruitment process are scanned and stored on the computer and those staff most recently recruited were checked; all had completed an application form, had CRB check and two written references. Staff complete two days induction held at head office followed by a home specific induction. There is probationary period of twelve months and during this time further statutory training and NVQ (National Vocational Qualification) training is undertaken. Records confirmed staff training completed and included a rolling programme to ensure staff complete mandatory health and safety training. Staff said that Hawkhills DS0000002971.V330632.R01.S.doc Version 5.2 Page 19 training opportunities were good. The manager said that local schemes are accessed to support those staff whose second language is English and for those who have literacy difficulties in completing training. The home has 72 of staff qualified to NVQ level 2 and above. The manager and senior staff work alongside staff and as such monitors their practice. At every shift change there is a handover where specific issues relating to service users are discussed. Polices and procedure are discussed at regular staff meetings. Staff receive formal recorded supervision and an annual appraisal. There have been some difficulties in the recruitment and retention of staff but recent appointments will mean the home will be fully staffed. The rota indicates that there are enough staff hours provided and more staff are on duty at key times during the day. The manager is keen to ensure that staff work across the three corridors rather than having three separate teams and this seems to work well. Staff said they liked this way of working because they got to know all the service users and staff. Hawkhills DS0000002971.V330632.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): Standards 31, 33, 35 and 38. People who use this service experience excellent outcomes in this area. The home is managed in such a way that promotes the best interests of service users. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The manager of the home is organised, competent and runs the home to meet the needs of the people who live there. Service users, staff and families know who to go to if there is a problem and are very happy with the way in which the home is run. The manager keeps up to date with her own training and is knowledgeable about current ways of working. She has been proactive in making links with other agencies that provide services to older people, this Hawkhills DS0000002971.V330632.R01.S.doc Version 5.2 Page 21 raises the profile of Hawkhills, provides staff with a broader insight and improves the care and up to date practice service users receive. There is always a senior carer on duty to take responsibility for the smooth, safe running of the shift. Tasks are appropriately delegated so that the safety of service users, and the safe running of the home, is shared out among the more senior members of staff. The manager asks for service users opinions so that the home can be run the way people living in it want it to be run. Service users are also asked to comment about the food they receive. Comments and suggestions are acted upon and the organisation ensures service users, their relatives and other professionals’ views are included in quality assurance systems. Regular, internal audits make sure that all the necessary health and safety checks are being carried out. The Quality Assurance Manager visits the home monthly and allows time for service users to talk about their satisfaction with the service. The organisation has a good IT system which supports the manager’s roles and responsibilities and helps her to keep track of her “task list”, this not only ensures specific tasks are completed but frees up her time from paperwork. The fire procedure is prominently displayed throughout the home and fire detection and fire-fighting equipment is tested and maintained regularly. Records were seen which confirmed that other equipment in the home is maintained and serviced appropriately. Staff are trained and able to administer first aid should a service user get injured or require immediate treatment for a minor injury. Hawkhills DS0000002971.V330632.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 X HEALTH AND PERSONAL CARE Standard No Score 7 4 8 4 9 4 10 4 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 4 14 4 15 4 COMPLAINTS AND PROTECTION Standard No Score 16 4 17 X 18 4 3 X X X X X X 3 STAFFING Standard No Score 27 4 28 4 29 4 30 4 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 4 X 4 X 4 X X 4 Hawkhills DS0000002971.V330632.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. 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 OP27 Good Practice Recommendations Resident’s experience of communication difficulties with staff whose first language is not English should be monitored. Hawkhills DS0000002971.V330632.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Sheffield Area Office Ground Floor, Unit 3 Waterside Court Bold Street Sheffield S9 2LR 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 Hawkhills DS0000002971.V330632.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. 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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