Inspection on 17/05/07 for Heatherway Resource Centre

This inspection was carried out on 17th 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 found no outstanding requirements from the previous inspection report, but made 2 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Heatherway Resource Centre 08/11/05

Heatherway Resource Centre 09/08/05

Heatherway Resource Centre 04/03/05

Heatherway Resource Centre 26/11/04

Similar services:

Ashlong House

Norbury Crescent (30)

Edenvale

Wadham Avenue

Chatsworth Care - Dawson House

Cowden Road, 52 - 54

Chatsworth Care - Tudor Lodge

Foxley Lane (121a)

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

CARE HOME ADULTS 18-65 Heatherway Resource Centre 11 Heatherway Monks Hill Estate, Selsdon Croydon Surrey CR2 8HN Lead Inspector Jon Fry Key Unannounced Inspection 17th May 2007 10:30a Heatherway Resource Centre DS0000039508.V339668.R01.S.doc Version 5.2 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 Heatherway Resource Centre DS0000039508.V339668.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 Adults 18-65. 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. Heatherway Resource Centre DS0000039508.V339668.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Heatherway Resource Centre Address 11 Heatherway Monks Hill Estate, Selsdon Croydon Surrey CR2 8HN 020 8657 7763 020 8651 1374 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) London Borough of Croydon Ms Susan Marie Smith Care Home 5 Category(ies) of Learning disability (5), Learning disability over registration, with number 65 years of age (1) of places Heatherway Resource Centre DS0000039508.V339668.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. One place for service user category learning disability for older people, as agreed on 9th October 2006. 8th November 2005 Date of last inspection Brief Description of the Service: Heatherway Resource Centre provides temporary respite care for up to five people with learning disabilities. The home is owned and managed by the London Borough of Croydon. It is situated in the heart of Selsdon and is well placed for local shops, cafes and public transport links. There are five single bedrooms. One bedroom is on the ground floor to meet the needs of service users with physical disabilities. Heatherway Resource Centre DS0000039508.V339668.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This inspection was carried out by one inspector who spent five hours in the home. A number of records were examined and discussions took place with four staff members. Completed surveys were received from two people who use the service and eight relatives or friends of individuals. What the service does well: 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. Heatherway Resource Centre DS0000039508.V339668.R01.S.doc Version 5.2 Page 6 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection Heatherway Resource Centre DS0000039508.V339668.R01.S.doc Version 5.2 Page 7 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 1, 2 and 3. People who use the service experience good quality outcomes in this area. Good information is provided to people about the home. The needs of people using the service are fully assessed to make sure that they can be met. EVIDENCE: Individual guides about the home are available to users and their carers or relatives. The user guide has information provided in pictures and photographs. Five carers or relatives who completed a survey about the home said they ‘always’ received enough information about the home to make decisions. Two people said ‘usually’ and another person said ‘sometimes’. One carer or relative commented “I am able at any time to get the fullest support /information from the Heatherway team – an example of best practice”. Heatherway offers different levels of support during the year. This is either moderate support for up to five people or high support for up to three people. We saw that there is an assessment procedure and that support levels are carefully looked at before anybody comes to use the service. Any new person is given a key worker who visits them and their carer or relative. A visit to Heatherway is also arranged at this time. Heatherway Resource Centre DS0000039508.V339668.R01.S.doc Version 5.2 Page 8 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7, 8 and 9. People who use the service experience good quality outcomes in this area. Care plans give good information about the support needs of people using the service. Individuals are encouraged to participate in the life of the home. EVIDENCE: Two surveys were received from people who use the service. One person said that they ‘always’ made decisions about what they did each day. The other individual said ‘sometimes’. Seven out of eight surveys from relatives or carers said people using the service ‘always’ received the care and support they needed. One person responded ‘usually’ to this question. One carer or relative said that they were “extremely glad of the detailed support”. Heatherway Resource Centre DS0000039508.V339668.R01.S.doc Version 5.2 Page 9 We looked at the care plans for two people who use the service. These gave good information about individual support needs and how they are to be met. Areas covered include mobility, communication, leisure and eating & drinking. We have recommended that the service look at how aspirations and goals of people using the service could be reflected in the care plan. One member of staff said that they thought the staff team could look more in the future at how people “could develop” and how they could encourage independence. One relative or carer commented that the service could “encourage independence by helping clients to gradually perform tasks” for “future living away from family home”. Risk assessments are completed to make sure individuals health and welfare is protected. These look at issues like people falling out of bed and manual handling. One risk assessment we looked at had been completed in 2003 but had no documented review since that date. It is important that all risk assessments are kept under review and updated as necessary. The service also should look at completing specific detailed assessments for the use of bedrails. Heatherway Resource Centre DS0000039508.V339668.R01.S.doc Version 5.2 Page 10 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 11, 12, 13, 14, 15, 16 and 17. People who use the service experience good quality outcomes in this area. Individuals are able to take part in activities and be part of the local community. EVIDENCE: Comments from relatives or carers included “they take the service users out” and “I have requested extra activities / trips for my relative and this has been achieved when possible”. One relative or carer also stated that they were particularly grateful for the “religious consideration” shown. The two surveys from people who use the service said that individuals could do what they wanted in the evenings and weekends when they were staying at the home. We saw that daily notes are kept for each person and these record any activities or trips out they take part in. Regular events include trips to the pub Heatherway Resource Centre DS0000039508.V339668.R01.S.doc Version 5.2 Page 11 and support to attend local evening social groups. The home has its own van that can take wheelchairs. Two staff said that more drivers were needed within the staff team as this was limiting the use of this vehicle. Good records are kept of the food provided to individuals and typical meals included pasta, curry and roast dinners. Individual likes and dislikes are recorded for each person using the service and staff plan meals with individuals during their stay. Heatherway Resource Centre DS0000039508.V339668.R01.S.doc Version 5.2 Page 12 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19 and 20. People who use the service experience good quality outcomes in this area. Good support is in place to meet resident’s health needs. Medication is generally well managed. EVIDENCE: Care plans include good information on the support needs of people using the service and how these needs are to be met. Contact details for the relative or carer and GP are recorded for each person just in case of an accident or emergency. We saw one instance where the care plan said that the fluid intake of one person needed to be monitored. The records kept did not specify the amount of fluids in millilitres that the person had been taking or the total amount they should have been having. Full record’s are kept of medication given to individuals while they are at the home. All items of medication are kept securely for each person. We saw that the administration records for one person needed review as they did not accurately reflect the instructions as given by the prescriber. This was Heatherway Resource Centre DS0000039508.V339668.R01.S.doc Version 5.2 Page 13 because the carer or relative had provided written instructions for giving medication that were different from those from the original prescriber. Heatherway Resource Centre DS0000039508.V339668.R01.S.doc Version 5.2 Page 14 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 22 and 23. People who use the service experience good quality outcomes in this area. People using the service and their representatives are listened to. Individuals are protected from harm. EVIDENCE: There have been no complaints about the service in the last twelve months. Six out of eight surveys from relatives or carers said that they knew how to make a complaint. Two people responded ‘no’ to this question. Because of this, we have recommended that the home look again at how information about making a complaint is made available to everybody using the service. Staff are trained in Safeguarding Adults and procedures for them to follow are available. Heatherway Resource Centre DS0000039508.V339668.R01.S.doc Version 5.2 Page 15 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 24 and 30. People who use the service experience good quality outcomes in this area. People staying at the home benefit from a clean, comfortable and homely environment. EVIDENCE: The home is generally kept to a good standard of decoration and feels homely and comfortable. All areas were clean and hygienic when we visited. We have made recommendations about the following issues: Kitchen – the kitchen cupboards and cooker need to be either repaired or replaced. Lounge – The sofas and chairs in this area look to need replacement or recovering. Heatherway Resource Centre DS0000039508.V339668.R01.S.doc Version 5.2 Page 16 Televisions – the use of donated equipment should be reviewed. We saw that this equipment had been safety checked but the service should not have to rely on donations to properly equip the home. Mattress – the mattress in room three is worn and looks in need of replacement. Heatherway Resource Centre DS0000039508.V339668.R01.S.doc Version 5.2 Page 17 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 32, 33, 34, 35 and 36. People who use the service experience excellent quality outcomes in this area. People using the service are supported by a trained and competent staff team. EVIDENCE: Comments from relatives or carers included “I know all key staff well”, “ they give my relative every care they need”, I think the people there do a very good job” and “staff treat my relative with love, patience and care”. Four staff members were spoken to individually. All were very positive about the service and how the staff team worked together to achieve good outcomes for individuals and their carers or relatives. Staff receive the training and supervision they need to do their jobs well. Staff members can access the Local Authority programme that includes NVQ training as well as short courses in areas such as Food hygiene, First Aid and challenging behaviour. Heatherway Resource Centre DS0000039508.V339668.R01.S.doc Version 5.2 Page 18 Staff turnover is extremely low which benefits people using the service. Any staff recruitment is subject to thorough Local Authority procedures that include Criminal Record Bureau (CRB) checks. Heatherway Resource Centre DS0000039508.V339668.R01.S.doc Version 5.2 Page 19 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. 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 are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 37, 38, 39 and 42. People who use the service experience excellent quality outcomes in this area. People using the service benefit from a very well run home. Health and Safety systems promote the welfare of residents. EVIDENCE: Comments from relatives or carers included “I can’t fault it”, “the manager has been able to create continuity of care skill by overcoming rapid staff turnover” and “I wouldn’t let my relative go anywhere else”. Staff members spoken with were very positive about the manager and the support provided to them. “The leadership is excellent”, “the manager is brilliant” and “very approachable” were some comments received from staff. Heatherway Resource Centre DS0000039508.V339668.R01.S.doc Version 5.2 Page 20 The quality of care is looked at on an ongoing basis. Assessment forms are supplied to relatives or carers after each stay and these are used to continually review the service provided. Regular Health and Safety checks are carried out to protect the welfare of people using the service. We found one instance where a hoist had not received its six monthly service. This was addressed by the manager who reported that this was an oversight by the people contracted to look after the hoist. Heatherway Resource Centre DS0000039508.V339668.R01.S.doc Version 5.2 Page 21 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 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 3 2 3 3 3 4 X 5 X INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 3 ENVIRONMENT Standard No Score 24 3 25 X 26 X 27 X 28 X 29 X 30 3 STAFFING Standard No Score 31 X 32 3 33 3 34 3 35 3 36 3 CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 3 3 2 X LIFESTYLES Standard No Score 11 3 12 3 13 3 14 3 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 2 X 4 4 3 X X 3 X Heatherway Resource Centre DS0000039508.V339668.R01.S.doc Version 5.2 Page 22 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 YA9 Regulation 13 (4) Requirement In order to fully protect the welfare of people using the service, individual risk assessments must be kept under review and updated as necessary. Medication must be given to people using the service according to the prescriber’s instructions. This will ensure the health and welfare of people taking medication whilst staying at the home. Timescale for action 01/08/07 2. YA20 13 (2) 01/07/07 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 YA6 Good Practice Recommendations The service should look to see if care plans could reflect more of the future goals and aspirations of individuals. Support could then be tailored to help people achieve these. It is strongly recommended that individual assessments be completed for the use of bed rails. DS0000039508.V339668.R01.S.doc Version 5.2 Page 23 2. YA9 Heatherway Resource Centre 3. 4. 5. 6. 7. 8. YA19 YA22 YA26 YA26 YA26 YA26 In order for them to be useful, fluid records kept for people staying at the home should be more detailed. The service should make sure that people using the service know how to make a complaint if they need to. The kitchen cupboards should be replaced in the short term. The service should also look at purchasing a new cooker. The sofas and chairs in the lounge need re-covering or replacement. The use of donated equipment such as televisions should be reviewed within the service. The mattress in room three should be replaced. Heatherway Resource Centre DS0000039508.V339668.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Croydon, Sutton & Kingston Office 8th Floor Grosvenor House 125 High Street Croydon CR0 9XP 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 Heatherway Resource Centre DS0000039508.V339668.R01.S.doc Version 5.2 Page 25 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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