Inspection on 26/06/07 for Hazelmere House Nursing Home

This inspection was carried out on 26th June 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

Hazelmere House Nursing Home 12/10/06

Hazelmere House Nursing Home 07/02/06

Hazelmere House Nursing Home 04/07/05

Hazelmere House Nursing Home 02/03/05

Hazelmere House Nursing Home 07/07/04

Similar services:

Chirnside House

Keer Sands Residential Home

Ruskin Lodge

Bushell House

Langrigg House

Parkside

Dystlegh Grange

Thornton Lodge

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

CARE HOMES FOR OLDER PEOPLE Hazelmere House Nursing Home Pinewood Road Summerfields Wilmslow Cheshire SK9 2RS Lead Inspector Helena Dennett Unannounced Inspection 26 June 2007 09:30 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Hazelmere House Nursing Home DS0000018772.V334930.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. Hazelmere House Nursing Home DS0000018772.V334930.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Hazelmere House Nursing Home Address Pinewood Road Summerfields Wilmslow Cheshire SK9 2RS 01625 536400 01625 536534 caldwelb@bupa.com www.bupa.co.uk BUPA Care Homes (GL) Ltd 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) Mrs Beryl Caldwell Care Home 60 Category(ies) of Old age, not falling within any other category registration, with number (60), Physical disability (10) of places Hazelmere House Nursing Home DS0000018772.V334930.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The home is registered for a maximum of 60 service users to include: • Up to 60 service users in the category of OP ( old age not falling within any other category) • Up to 10 service users in the category of PD (physical disability), aged between 55 and 65 years. 12th October 2006 Date of last inspection Brief Description of the Service: Hazelmere House is a two-storey care home providing nursing and personal care. It was built in 1991. It is a detached, brick built property in private grounds with landscaped gardens for the people who live there to enjoy. The home is in a residential area close to Wilmslow town centre. Hazelmere House is run by Goldsborough Limited, a subsidiary of BUPA. There 52 single and 4 twin rooms in the home plus three lounges, a conservatory and two dining rooms. All the bedrooms have en-suite toilet and bathing facilities. Separate adapted bathrooms and toilets are situated throughout the home. Bedrooms are situated on both the ground and first floors of the home and a passenger lift is provided. The scale of charges range from £475 - £1200 per week. The latest inspection report can be obtained from the manager. Hazelmere House Nursing Home DS0000018772.V334930.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This key unannounced inspection took place on 26th June 2007. Two inspectors visited the home and spoke to the manager, some members of staff, some of the people who live in the home and relatives to undertake a site visit. The findings are included in this report. Before the inspection a number of CSCI surveys were completed by relative and sent back. Comments from these are included in the report. The records of care for three people who live at the home were checked as part of the inspection. Records of medication, care plans, staffing rotas and training were also examined, as were the home’s policies and procedures. What the service does well: A senior members of staff from the home visits anybody who is interested in moving into Hazelmere House to find out what their needs are. This means that the person and staff working in the home can be confident that the person’s needs can be met at the home. People living in the home were very positive about the care and facilities provided at Hazelmere House Nursing Home. The following comments were made: ‘Staff are very good and kind’ ‘I like living here’ ‘I can suit myself’ There is good information available about different cultures and customs to ensure that staff will be able to meet the different needs of the people living in the home. Good links have been established with a rabbi and local clergy to give the people living in the home support with their religious customs and practice according to their wishes. The environment people live in is clean and tidy, pleasant and comfortable and so meets their needs. Specialised equipment is provided for those people who may not be able to move around without help. Good adult protection procedures are in place at the home which means that the people who live there are not placed at risk of harm. Staff continue to be provided with training to make sure that they are competent to care for the residents. Recruitment practices are good so people Hazelmere House Nursing Home DS0000018772.V334930.R01.S.doc Version 5.2 Page 6 living in the home can be confident that the staff employed are suitable to providecare for them. There is a strong management structure in place so people who live at the home, their relatives and the staff feel well supported. There are good health and safety systems operated in the home so staff and residents are kept safe. 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. Hazelmere House Nursing Home DS0000018772.V334930.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 Hazelmere House Nursing Home DS0000018772.V334930.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 good. This judgement has been made using available evidence including a visit to this service. Assessments of people’s care needs are carried out before a person moves into Hazelmere House so they can be confident that their needs will be met at the home. EVIDENCE: Two care records of people who have recently moved into the home were looked at during the site visit. These contained assessments covering all aspects of their care that were done before the person moved in so that the manager and the person having the assessment could make an informed decision on whether this was the right care home for them. Intermediate care is not provided so standard 6 does not apply. Hazelmere House Nursing Home DS0000018772.V334930.R01.S.doc Version 5.2 Page 9 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. The health and personal care that people receive is based on their individual needs and medicines are generally well managed so people living in the home can be confident that they will be looked after appropriately. EVIDENCE: An assessment of needs is carried out when a person first moves into the home. This provides staff with the information they need to make sure that they can meet the person’s needs. A care plan is drawn up from the information gained at this assessment and this is discussed with the person so that they know what to expect. The inspector looked at the care records of three people living in the home. These were focussed on the individual and based on the person’s needs. Where someone had a health related problem it was easy to track through the records the action staff had taken to ensure the person was properly looked after. Hazelmere House Nursing Home DS0000018772.V334930.R01.S.doc Version 5.2 Page 10 Where a person’s needs had changed, staff had altered the plan of care to make sure that it contained the most up to date and relevant information to ensure that the person’s needs would be met. A few omissions were noted in some of the care plans. These were discussed with the manager at the end of the site visit. Good daily records were kept by staff, which showed the care given to the person that day, any problems that might have arisen and the action taken to address this. One daily record was not clear about what a member of staff had actually done; this was pointed out to the manager who agreed to investigate further. The records also showed that staff involve healthcare specialists such as a dietician or GP as needed. People living in the home were very positive about the care and facilities provided to them. The following comments were made by people living in the home; ‘Staff are very good - they come when we call and are always polite and courteous’ ‘I have no complaints, staff are very good and look after me well’ ‘The night staff are particularly good and kind’ The management of medicines has improved since the last inspection. However there are still some issues that need attention. People living in the home receive their medicines as prescribed. There were a few instances where eye drops had been opened and the date of opening was not identified on the container. This means that staff could be using drops that are out of date. This issue was rectified during the site visit. A risk assessment needs to be done for one lady who manages some of her own medicines. Care also needs to be taken to make sure that the directions given for creams and ointments are clearly stated on the medicine administration record sheets and signed when applied so that members of staff know that the person has been given their medicines are prescribed. The privacy and dignity of people living in the home was maintained in the main. However the inspector noted that one member of staff failed to close the door whilst helping a person in a bedroom. Although the room was situated away from the main corridors, the door should have been closed to ensure privacy. The manager agreed to address this with the individual members of staff. Other members of staff knocked on bedroom doors before entering, and addressed people by their preferred name. Good relationships existed and there was a calm relaxed atmosphere in the home. Hazelmere House Nursing Home DS0000018772.V334930.R01.S.doc Version 5.2 Page 11 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 good. This judgement has been made using available evidence including a visit to this service. The health and personal care needs of people living in the home are fully met. The principles of privacy and dignity are put into practice, which means that people living at the home feel valued and respected. EVIDENCE: People living in the home said they are kept active and stimulated and felt there was enough to do during the day and evening. One person said they could go out if they wished and that members of staff would go with them. The manager of the home said she was waiting for a second activity organiser to cover approx 20-25 hours per week. According to the pre inspection questionnaire the following activities are provided: flower arranging, wine circle, musical entertainment, exercises, art work, crafts, book circle and trips out. The manager of the home said that chair ballet sessions had been arranged for people living in the home. A string quartet visits three monthly and staff are currently arranging to have more entertainment in the evening. Hazelmere House Nursing Home DS0000018772.V334930.R01.S.doc Version 5.2 Page 12 A newsletter is produced which provides up to date information on events that are arranged as well as information on staff and a profile of a person living in the home. Attached to the latest Newsletter is an excerpt from a book that one of the people living in the home had written. A thank you card seen from relatives stating how much they and their relative enjoyed a recent evening BBQ. They said that the food was excellent, and the effort put into this was much appreciated. Visitors can visit when they wish to. People living in the home have a choice of where they wish to meet their visitors, whether it be in one of the lounge areas or their own room. People living in the home are given a choice wherever possible about the way they wish to live. The assessment of needs when they first move into the home has a section where it records people’s choice particularly in relation to their preferences regarding that cares for them by gender. This had been completed in the records that were looked at during the site visit. The home caters for people of all denominations. Links have been established with a Rabbi from Manchester and also the with local clergy. Days of worship are celebrated according to the wishes of the people living in the home. All of the people living in the home were positive about the food. All said they had a choice and would be offered an alternative if there was nothing on the menu that they liked. On the morning of the site visit members of staff were seen handling out small trays containing a cup saucer, tea/coffee, sugar and milk to each individual who wished to have a drink that morning. The tables were nicely set for lunch and the dining rooms were bright and airy. People were seen enjoying their lunch in a very pleasant setting. Hazelmere House Nursing Home DS0000018772.V334930.R01.S.doc Version 5.2 Page 13 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. People who live at Hazelmere House Nursing Home are able to express their concerns and complaints so are confident that they will be listened to. Staff know what to do so they can make sure that people who live at the home are protected from abuse and harm. EVIDENCE: There is a complaints procedure displayed on the notice board so that people living in the home and visiting relatives and friends are aware of how to make a complaint if they so wish. People living in the home said that they were give information on how to make a complaint and that this information is kept in a folder in their room. All of them said that they would feel able to complain if they had a problem. One complaint has been made to staff at the home since the last inspection. This was a verbal complaint and the acting manager responded quickly to the concern in writing. However records of the verbal complaint were not made at the time, it is advisable to make such records so that the management of the home are aware of all aspects of the complaint. There is a policy on adult protection in place also. Members of staff have attended training and so would know what to do should an allegation of abuse or misconduct arise. Hazelmere House Nursing Home DS0000018772.V334930.R01.S.doc Version 5.2 Page 14 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): 19,13 & 26 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. People live in a safe, well-maintained and comfortable environment, which meets their needs. EVIDENCE: Hazelmere House Nursing home is well maintained. It was clean and tidy on the day of the visit and provides a comfortable place for residents to live in. The following comment was made on a survey form returned to CSCI before the site visit: ‘A lovely home, clean, tidy and always welcoming. I cannot fault a place where I am so happy.’ There is a maintenance programme in place and several carpets have been replaced since the last inspection. Hazelmere House Nursing Home DS0000018772.V334930.R01.S.doc Version 5.2 Page 15 There are a number of areas both inside and outside the home that people can use if they choose. Downstairs there is a small conservatory and a very large lounge with a wall mounted wide screen television as well as smaller quieter areas for people to use if they so wish. A bar is also available and the manager of the home is licensed to serve alcoholic drinks within set hours. There is a very pleasant patio area outside that people who live in the home can use if they so wish. This means that people living in the home have a choice of place to sit quietly, meet with friend and family or be actively engaged with other people who live in the home. There is an activities room upstairs and this also contains a bookcase with several books for people to use as they please. Bedrooms are very homely and contain personal possessions. Hazelmere House Nursing Home has 52 single rooms available and 4 double rooms. The rooms are a good size, well designed having en-suite facilities. The fixtures and fittings are of a high quality and well maintained. Individuals personalise their rooms and can use their own furniture if they wish. Provision has been made for married couples in the home. One married couple spoken with felt this was a very positive aspect of the home and enjoyed using their own private ‘lounge’ area as it felt ‘like home’. The manager informed the inspectors that 25 specialised beds have been ordered to meet the needs of the people living in the home. Everyone spoken with was very positive about the laundry facility. One person said ‘my relative couldn’t believe it, I left my clothes in the basket in the morning and they were returned that evening washed and ironed’ Hazelmere House Nursing Home DS0000018772.V334930.R01.S.doc Version 5.2 Page 16 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. There are enough staff with the right qualifications and experience working at Hazelmere House Nursing Home to make sure that the needs of the people living in the home are met EVIDENCE: There were enough staff working at the home to meet the needs of the people living there on the day of the site visit. People who live in the home were very positive about the staff. The following comments were made: ‘The staff are very good’ I like all the staff, they treat me with respect’ The night staff are good’ The following comments were made on IBL survey forms returned to CSCI before the site visit: ‘In difficult circumstances the staff always do their best.’ ‘In a busy day they always have time to answer a question’ ‘Could do with more staff’ ‘The qualified staff are excellent’ ‘I am very pleased with the service’ Hazelmere House Nursing Home DS0000018772.V334930.R01.S.doc Version 5.2 Page 17 One of the people who lives in the home said that she could suit herself when she gets up or goes to bed, and staff accommodate her. Another person said that staff would help her and accompany her when she goes out. One nurse who was visiting the home spoke with the inspector during the site visit. She said she has found the staff to be approachable and welcoming. Recruitment processes are good in that all the necessary checks have been done before a member of staff is employed. This means that only people suitable to work in care are employed and residents are not placed at risk of injury or harm. Staff who were spoken with said they were supported in their training. There was evidence that staff have attended courses to help update their knowledge so that they know the best care is being delivered to the people living in the home. Hazelmere House Nursing Home DS0000018772.V334930.R01.S.doc Version 5.2 Page 18 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 and so is run in the best interests of the people living there. EVIDENCE: The manager of the home is a Registered Nurse and is an experienced manager. Members of staff that were spoken with said they felt supported by the manager of the home. There is a good quality assurance system in place which makes sure the care and facilities available to people living in the home is of a high standard. Hazelmere House Nursing Home DS0000018772.V334930.R01.S.doc Version 5.2 Page 19 The views of the people living in the home are sought and action is taken on any issues identified. However the views of other stakeholders, such as GP’s, Social workers and other visiting professionals are not sought on a formal basis. These views would provide valuable information on the quality of services provided. Audits are done regularly and action taken if any shortfalls have been found. Regular meetings are held in the home for the residents and their relatives so they can have an input into how the home is run and give suggestions for events etc that are being arranged. Staff meetings are also held regularly. This improves communication and gives members of staff an opportunity to have a say on the running of the home. Staff at the home do not handle personal allowances. These are managed by the person’s family or representative. The manager informed the inspectors that BUPA have carried out an internal audit on the homes finances and that no recommendations were made as a result. Essential equipment is maintained regularly to enhance the safety and welfare of the people working in the home. Fire safety checks are carried out regularly and these are recorded in the logbook. The company holds regular health and safety meetings to ensure that staff keep up with changing legislation and that the systems in place make sure that people living in the home and the staff working there are kept safe and free from injury or harm. Hazelmere House Nursing Home DS0000018772.V334930.R01.S.doc Version 5.2 Page 20 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 3 8 3 9 2 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 2 17 X 18 3 4 X X X 4 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 Hazelmere House Nursing Home DS0000018772.V334930.R01.S.doc Version 5.2 Page 21 No Are there any outstanding requirements from the last inspection? STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 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 OP9 Good Practice Recommendations Staff must make sure that eye drops are dated on opening and that creams and other prescribed medicines are signed for on the Medicine Administration Record Sheets so people living in the home get their medicines as prescribed. Staff should make notes of verbal complaints/concerns so there is a record kept of the complaint and that they can be confident that they are responding to all aspects of the complaint. 2 OP16 Hazelmere House Nursing Home DS0000018772.V334930.R01.S.doc Version 5.2 Page 22 Commission for Social Care Inspection Northwich Local Office Unit D Off Rudheath Way Gadbrook Park Northwich CW9 7LT 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 Hazelmere House Nursing Home DS0000018772.V334930.R01.S.doc Version 5.2 Page 23 - 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. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!