Inspection on 15/04/08 for Hawthorn Lodge Care Home

This inspection was carried out on 15th April 2008.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Adequate. 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

Hawthorn Lodge Care Home 26/05/09

Hawthorn Lodge Care Home 02/10/08

Hawthorn Lodge Care Home 13/11/07

Hawthorn Lodge Care Home 17/04/07

Hawthorn Lodge Care Home 27/04/06

Hawthorn Lodge Care Home 26/01/06

Hawthorn Lodge Care Home 24/06/05

Hawthorn Lodge Care Home 04/05/05

Hawthorn Lodge Care Home 09/12/04

Similar services:

Byars Care Home

St Marys Nursing Home

Bramble Lodge

Parkmanor Residential Home

Thornham Grove

Hunter`s Lodge

London Road Neurological and Specialist Care Unit

Carlton Care Home

Extracts from inspection reports are licensed from CQC, this page was updated on 28/09/2008.

CARE HOMES FOR OLDER PEOPLE Hawthorn Lodge Care Home Beckhampton Road Bestwood Park Nottingham NG5 5LF Lead Inspector Susan Lewis Unannounced Inspection 15th April 2008 10:00 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 Hawthorn Lodge Care Home DS0000061999.V362455.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. Hawthorn Lodge Care Home DS0000061999.V362455.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Hawthorn Lodge Care Home Address Beckhampton Road Bestwood Park Nottingham NG5 5LF 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) 0115 967 6735 0115 967 1815 managerhawthorn@regalcarehomes.com www.regalhomes.com Regal Care Homes Ltd Jayne Elizabeth Newbutt Care Home 60 Category(ies) of Dementia - over 65 years of age (30), Old age, registration, with number not falling within any other category (60) of places Hawthorn Lodge Care Home DS0000061999.V362455.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. Within the total number of beds, a maximum of 30 may be used for the category DE(E) Within the total number of beds, a maximum of 60 may be used for the category OP 13th November 2007 Date of last inspection Brief Description of the Service: A copy of the most up to date report is found in both the manager’s office or the senior carers’ office. Hawthorn Lodge is a large home registered to provide personal care for up to 60 older people. It has several lounges and one large dining room as well as eating areas in some of the lounges. Some of the bedrooms are ensuite. There is a passenger lift to the first floor, making it accessible to any wheelchair users. The home is set in its own grounds with a pleasant enclosed garden. It is in a residential area with easy access to shops and bus routes. There are hoists available for people who require hoisting and there are suitable bath and shower facilities available for people accommodated who need assistance with bathing. The fees range from £350-360 and further information about the services and facilities are available from the manager. Hawthorn Lodge Care Home DS0000061999.V362455.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 0 star this means that people who use the service experience poor quality outcomes. The focus of inspections undertaken by the Commission for Social Care Inspection (CSCI) is upon outcomes for people living at the home and their views on the service provided. This process considers the provider’s capacity to meet regulatory requirements, minimum standards of practice; and focuses on aspects of service provision that need further development. One regulatory inspector conducted the unannounced visit over 1 day, including the lunchtime period A review of all the information we have received about the home was considered in planning this visit and this helped decide what areas were looked at. The main method of inspection we use is called ‘case tracking’ which involves selecting the care plans of 4 people and looking at the quality of the care they receive by speaking to them, observation, reading their records and asking staff about their needs. The registered provider, members of staff, people who use the service and their relatives were spoken with as part of this visit. A partial tour was undertaken by the regulatory inspector, which included looking at the bedrooms of those people who we case tracked and communal areas of the home. The last Annual Quality Assurance Assessment, referred to in this report as (AQAA), gave us information that is used to inform our inspection process. What the service does well: People are assured that their needs will be assessed and met before they make a decision to move into the care home. Plans of care are written in the 1st person to ensure these are person centred and reflect individual needs and preferences. Hawthorn Lodge Care Home DS0000061999.V362455.R01.S.doc Version 5.2 Page 6 Plans of care clearly outline what each area of need people using the service have and how staff would support them to meet these. People using the service said, everything is ok, I am happy living here.’ ‘I can choose what time I get up and go to bed,’ we had a play last week and an exercise person once a month,’ ‘the food is good,’ ‘I have a special diet which I know all about and the staff make sure that I get this,’ I like the food, there is enough to eat and there are choices,’ and ‘we are well fed, I can’t grumble there is plenty to eat and drink.’ One relative spoken with said, ‘I am kept informed about mum’s care needs and if she is unwell.’ The health care needs of people using the service are supported through liaison with the district nurse and GP as well other health care professionals. There are no restrictions on visiting to ensure that people using the service are able to maintain relationships with people that are important to them. What has improved since the last inspection? What they could do better: Ensure that the necessary continence aids are available for people using the service to ensure that they are clean and comfortable and their dignity is maintained. Attention to some staff practices is needed and the way in which they address people using the service to ensure that they are treated with respect and their privacy and dignity is maintained at all times. People using the service must be given the opportunity to make their own choices and decisions and not have these imposed upon them by staff. Attention to the medication policies and procedures is needed to ensure that people using the service are protected and received their medication as prescribed. Consultation with people using the service in regard to activities and stimulation is needed to ensure that each person’s individual needs are met. The complaints procedure must be made available to all people using the service so that they know how to use this should the need arise. Hawthorn Lodge Care Home DS0000061999.V362455.R01.S.doc Version 5.2 Page 7 All complaints received must be investigated to ensure that these are resolved to the complainant’s satisfaction. An investigation into the concerns about safeguarding allegations must take place to ensure that these issues are addressed and people using the service are protected. Staff must have the proper training in regards to protecting vulnerable adults to ensure that people using the service remain protected. Sufficient numbers of staff must be available to meet the needs of people using the service. All documentation required by law must be received before staff are permitted to work in the care home, to ensure that the people using the service are protected from unsuitable people being employed. Management must maintain good personal and professional relations with staff and people using the service to ensure open communication networks are available where people feel they can approach the management with concerns. Management must encourage and assist staff to maintain good personal and professional relationships with people using the service to ensure that they are protected. 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. Hawthorn Lodge Care Home DS0000061999.V362455.R01.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 Hawthorn Lodge Care Home DS0000061999.V362455.R01.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 and 6 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People are assured that their needs will be assessed and met before they make a decision to move into the care home. The service does not offer intermediate care. EVIDENCE: An assessment form is fully completed when new people move into the home so staff know what their needs are. One person spoken with said, ‘someone came to see me before I moved into the care home and asked me about my care needs.’ One relative spoken with said that they had looked around the service and had received enough information for them to make a decision about their relative moving into the care home. The service does not offer intermediate care. Hawthorn Lodge Care Home DS0000061999.V362455.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 and 10 Quality in this outcome area is poor. This judgement has been made using available evidence including a visit to this service. The needs of the people using the service are not always met due to the inconsistency in staff practices and available resources. People using the service are not protected by the medication policies and procedures in place and staff do not always maintain the privacy and dignity of people using the service. EVIDENCE: People using the service spoken with said, ‘I get no help to get dressed, no one has talked to me about my care plan,’ and ‘the staff get me to the toilet on time,’ and ‘I have no pressure sores, everything is ok, I am happy living here.’ One relative spoken with stated, ‘I am kept informed about mum’s care needs and if she is unwell, staff have not gone over her care plan with me, but they do talk about the changing needs.’ Staff spoken with expressed concerns that some people who use incontinence pads are left soiled for long periods of time, they have been told to reuse soiled pads and insufficient pads are available for use to change these Hawthorn Lodge Care Home DS0000061999.V362455.R01.S.doc Version 5.2 Page 11 regularly. One relative spoken with stated, ‘the staff help mum to the toilet using the hoist, I have never seen her wet.’ One member of staff spoken with expressed concerns in regard to inconsistency in care practices and stated that they are told to do different things by different people, which affects the consistency of care that people using the service receive. There was evidence within the plans of care examined to show that people using the service have access to specialist services such as the district nurse and doctor. One person using the service spoken with said, ‘I can see the doctor at anytime if I feel unwell.’ One relative spoken with discussed how the nurse comes into the home regularly to give their relative an injection as needed. Medication records showed that there were incidents when handwritten entries had not been signed by two members of staff to show that these had been checked as correct to ensure that people using the service receive the correct medication. There was an incident where medication had been administered and not signed for; a medication box was empty which did not correspond with the amount that had been signed for as administered. During the tour of the service we saw that a prescription cream had been left in the shower room along with the toiletries that were there. Staff were observed to speak with people using the service politely throughout the visit. One person using the service said, ‘staff speak to me politely all of them are ok,’ whereas another stated, ‘some carers are ok, others are a bit funny, some are happy to help whereas others are not,’ Staff spoken with raised a number of concerns whilst talking with them; these are further addressed in standard 18. Hawthorn Lodge Care Home DS0000061999.V362455.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 and 15 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Not all the people using the service receive adequate stimulation or activities and the choices of those people using the service that are less able are restricted due to staff practices. EVIDENCE: Several people using the service said, ‘I can choose what time I get up and go to bed,’ staff spoken with confirmed this, however they said, ‘people who are able say when they want to get up and go to bed can make that choice, however if people are not able to say then they are put to bed early.’ An activities coordinator is employed to offer people living in the care home activities and stimulation. People using the service said, ‘we don’t have activities much, we had a play last week and an exercise person once a month,’ and ‘I enjoy knitting but I am always glad to escape to my room.’ One staff member spoken with stated that, ‘the activities person does not do anything with people, they are usually left to their own devices.’ Hawthorn Lodge Care Home DS0000061999.V362455.R01.S.doc Version 5.2 Page 13 During our visit, staff were seen talking with people using the service, however there was very little activity taking place and people were mostly sleeping, others were seen either knitting or reading. To ensure that people are able to maintain relationships that are important to them there are no restrictions on visiting. People using the service said, ‘my family visit, they can call whenever they like,’ and ‘my son visits after work.’ Two relatives spoken with confirmed that they could visit the home when they wanted. A wholesome and varied menu is on offer for people using the service. People said, ‘the food is good,’ ‘I have a special diet which I know all about and the staff make sure that I get this,’ I like the food, there is enough to eat and there are choices,’ and ‘we are well fed, I can’t grumble there is plenty to eat and drink.’ Staff were observed to assist people during the lunch time meal, whilst some staff sat down next to people to assist them in dignified manner, others stood over people and helped them. Staff spoken with raised areas of concern in regard to food and drink, which are further discussed in standard 18. Hawthorn Lodge Care Home DS0000061999.V362455.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 and 18 Quality in this outcome area is poor. This judgement has been made using available evidence including a visit to this service. People using the service can not be confident that their complaints are listened to and acted upon and that they are fully protected from abuse. EVIDENCE: People using the service said, ‘if I wanted to complain I would speak to the deputy manager as I find her approachable or the administration staff, I find the manager abrupt,’ ‘I have nothing to complain about,’ ‘no one has spoken to me about how to make a complaint but I would speak to someone if I needed to, ‘I would speak to senior staff,’ ‘if at times you are unhappy staff don’t bother about you,’ and ‘I have told the manager that people keep taking my stuff, she is not interested.’ One relative spoken with said that they find that things are generally ok and staff keep the family informed if their relative is unwell. Staff spoken with were able to discuss how they would deal with a complaint should one be received. During the course of the inspection information was passed to the inspector regarding a number of safeguarding allegations: standards of care, restriction of peoples rights and choices, the way that some staff treat people using the service, the availability of food and drink, stolen money and management of the care home. An urgent action letter has been sent to the provider to deal Hawthorn Lodge Care Home DS0000061999.V362455.R01.S.doc Version 5.2 Page 15 with these issues and a referral has been made to the safeguarding adults team for further investigation. One person using the service said, ‘I feel safe here,’ whereas another said, ‘I am fed up of being told off.’ One member of staff spoken with stated that they had not received training in safeguarding vulnerable within two years of employment. On observing staff files training in safeguarding adults has not been completed regularly. Hawthorn Lodge Care Home DS0000061999.V362455.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 and 26 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People using the service live in a satisfactory maintained environment to ensure their comfort, but staff must be mindful when leaving the laundry door wedged open to ensure that people are protected from infection and the risk of fire. EVIDENCE: Ongoing maintenance work continues to take place to ensure that people live in a comfortable environment. Workers were seen redecorating a bedroom whilst we were visiting the home. The care home is light and airy and pleasantly decorated and one room upstairs has been decorated in a 40’s theme to aid reminiscence. Two people spoken with said, ‘I like my bedroom, it is always kept clean and there is never any washing left about,’ and ‘ staff always keep my room clean and tidy.’ Hawthorn Lodge Care Home DS0000061999.V362455.R01.S.doc Version 5.2 Page 17 During the tour of the home the laundry door was seen wedged open, no one was around to ensure that this area remained safe during this time. Hawthorn Lodge Care Home DS0000061999.V362455.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 and 30 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. People using the service feel that there is not always sufficient staff available to meet their needs and find the attitudes and support offered from staff inconsistent. EVIDENCE: The duty rotas examined demonstrated that the following staff were available, 7 care staff members in the morning, 5 in the afternoon and 4 during the night. People using the service said, ‘some carers are ok, others are a bit funny, some are happy to help whereas others are not, I find the night time not as good as the day time,’ ‘ the day time staff can help me anytime I need them, I have to wait for the night staff,’ ‘If I am unwell at night, I can pull the cord and they are there,’ and I feel that people get agitated in the evening, carers don’t seem to have any time to look after them, the evenings are worse.’ One member of staff said, ‘staff do not treat people well, they are sharp with them or rush them.’ During the visit staff were observed to speak politely with people using the service and be available as needed. The information the service provided to us in the annual quality assurance assessment outlined the induction programme that new staff members under Hawthorn Lodge Care Home DS0000061999.V362455.R01.S.doc Version 5.2 Page 19 take to ensure that they are aware of the roles and responsibilities when commencing work. However the staff files examined did not evidence that this takes place. To ensure that staff have the necessary skills and knowledge to care for the people living in the care home 35 of staff have attained the National Vocational Qualification level 2 or above (a nationally recognised work and theory based qualification.) One member of staff spoken with confirmed that they had undertaken this training. Staff files examined contained the necessary documentation such as Criminal Record Bureau checks, (a police check to see if an individual has had a police caution or criminal record) personal identification and an application form, however not all files contained two references to ensure that people using the service are protected from unsuitable people being employed. The annual quality assurance assessment outlined the recruitment polices and procedures that take place to ensure that suitable people are employed to care for people using the service. The annual quality assurance assessment provided us with information about the staff training and development, stating that people receive all compulsory training. One member of staff spoken with confirmed that they had done all their training, saying, ‘that side is good but I want to leave.’ Another member of staff spoken with said that they had worked at the care home for two years and they had not had any training in safeguarding the people that live at the home in all that time. Hawthorn Lodge Care Home DS0000061999.V362455.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 and 38 Quality in this outcome area is poor. This judgement has been made using available evidence including a visit to this service. There are currently a number of staff and conduct issues within the service that require attention to ensure that the care home is run and managed in the best interest of people using the service. EVIDENCE: The manager is currently working towards completing the Registered Managers Award (a nationally recognised work and theory based qualification), which assists in developing management skills. Staff spoken with gave mixed responses regarding their opinion of the manager, some felt that the manager was helpful and supportive, whereas others felt unsupported and that the manager had her favourites, which affected their ability to be able to raise concerns with her. Hawthorn Lodge Care Home DS0000061999.V362455.R01.S.doc Version 5.2 Page 21 People using the service also gave mixed responses, one person felt that the manager was not always approachable and another didn’t feel listened to, whereas others have no concerns in regard to the running of the home. Neither relative spoken with passed any negative comments in regard to the management of the care home. The annual quality assurance assessment information provided to us outlined the annual development programme for the care home and the way in which management seek and act upon the views of people living at the care home. There was evidence of people completing questionnaires within care plans observed, however these were not dated and there was no evidence available to show us how these results are used. Staff spoken with were not always aware of the providers monthly visits to the care home, and they did not realise that they could speak within him if they had concerns that they felt that they could not raised with the manager. The finance of people using the service are dealt with appropriately with records well maintained. The records of Health and Safety servicing and checks were examined to ensure that people using the service are properly protected. These were all up to date and well recorded. Hawthorn Lodge Care Home DS0000061999.V362455.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 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 1 8 3 9 1 10 2 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 2 13 3 14 2 15 2 COMPLAINTS AND PROTECTION Standard No Score 16 2 17 X 18 1 3 X X X X X X 2 STAFFING Standard No Score 27 2 28 2 29 2 30 2 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 1 X 2 X 3 X X 3 Hawthorn Lodge Care Home DS0000061999.V362455.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 OP7 Regulation 12(1) Requirement People using the service must have the necessary aids and adaptations that they require to ensure that their needs are met. Arrangement must be made for the safe storage, administration and recording of medication to ensure that people using the service are protected and receive their medication as prescribed. The poor staff practices that undermine the privacy and dignity of people using the service must be addressed. People using the service must be treated with dignity and respect at all times. They must not be made to do things against their will, and their views and feelings must be respected at all times. People using the service must be consulted with arrangement for stimulating activities for those that are less able to make their choices known made to DS0000061999.V362455.R01.S.doc Timescale for action 08/08/08 2 OP9 13(2) 08/08/08 3 OP10 12(4,a) 15/04/08 4 OP10 12(2) 15/04/08 5 OP12 16(2,m,n) 30/08/08 Hawthorn Lodge Care Home Version 5.2 Page 24 6 OP16 22(5) 7 OP16 22(3) 8 OP18 12(1,2,3, 5) 9 OP18 12(1,2,3, 5) 10 OP27 18(1,a) 11 OP29 19(1,b,i) 12 OP31 12(5,a) ensure that their needs are met. Make people using the service aware of how they may make a complaint to ensure that they are able to do so if the need arises. All complaints received must be fully investigated to ensure that these are resolved to the complainant’s satisfaction. An investigation must be conducted into the safeguarding allegations raised and when concluded provide a report detailing the outcome and the actions taken to prevent a reoccurrence of such incidents. All staff must have proper training for the tasks they are to undertake and that they understand and follow the philosophy of care at the home and use your whistle blowing policies to protect residents from potential harm or abuse. Sufficient numbers of staff must be available to meet the needs of people using the service. All documentation required by law must have been received before staff are permitted to work in the care home, to ensure that the people using the service are protected from unsuitable people being employed. Good personal and professional relations with staff and people using the service must be maintained to ensure open communication networks are available where people feel they can approach DS0000061999.V362455.R01.S.doc 30/08/08 30/08/08 15/04/08 15/04/08 30/08/08 30/08/08 08/08/08 Hawthorn Lodge Care Home Version 5.2 Page 25 13 OP31 12(5,b) the management with concerns Staff must be encouraged and assisted to maintain good personal and professional relationships with people using the service to ensure that they are protected. 08/08/08 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. 2. Refer to Standard OP19 OP30 Good Practice Recommendations The laundry door is not left open when unattended by staff to ensure that people using the service are protected from the risk of infection or fire. Induction forms to be completed when staff member has completed induction. Hawthorn Lodge Care Home DS0000061999.V362455.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Eastern Region Commission for Social Care Inspection Eastern Regional Contact Team CPC1, Capital Park Fulbourn Cambridge, CB21 5XE 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 Hawthorn Lodge Care Home DS0000061999.V362455.R01.S.doc Version 5.2 Page 27 - 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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