Inspection on 02/03/06 for Helena Road (2c-2d)

This inspection was carried out on 2nd March 2006.

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 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

Helena Road (2c-2d) 15/01/07

Helena Road (2c-2d) 06/06/05

Helena Road (2c-2d) 04/10/04

Helena Road (2c-2d) 07/04/04

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Edenvale

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Chatsworth Care - Dawson House

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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 Helena Road (2c-2d) 2c-2d Helena Road Plaistow London E13 Lead Inspector Anne Chamberlain Unannounced Inspection 2nd March 2006 10:15 Helena Road (2c-2d) DS0000022837.V282557.R01.S.doc Version 5.1 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 Helena Road (2c-2d) DS0000022837.V282557.R01.S.doc Version 5.1 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. Helena Road (2c-2d) DS0000022837.V282557.R01.S.doc Version 5.1 Page 3 SERVICE INFORMATION Name of service Helena Road (2c-2d) Address 2c-2d Helena Road Plaistow London E13 020 8470 1382 020 8586 9118 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) East Living Limited Mr Ronnie Tallon Care Home 10 Category(ies) of Learning disability (10) registration, with number of places Helena Road (2c-2d) DS0000022837.V282557.R01.S.doc Version 5.1 Page 4 SERVICE INFORMATION Conditions of registration: 1. The home can accommodate Four (4) named service users over the age of 65 years. 6th June 2005 Date of last inspection Brief Description of the Service: This home was first registered in May 1992, aiming to support and care for 10 people with learning disabilities. The accommodation is purpose built and is situated in a residential area of Plaistow. It comprises two units joined by a courtyard. One unit houses six people and the other four. Service users have their own bedrooms and share communal facilities. All accommodation is ground floor and wheel chair accessible. The manager has an office on the first floor, in an unregistered part of the building, and there is another office on the ground floor where most of the records are kept. There are two small gardens and a car park. The home is owned and managed by a not-for-profit organisation, East Living, formerly known as East Thames Care (Housing Group). East living is a subsidiary of East Thames which is a registered social landlord. Its mission is to make a positive and lasting contribution to the neighbourhoods. Helena Road (2c-2d) DS0000022837.V282557.R01.S.doc Version 5.1 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The inspection took place over one day and was unannounced. The aim was to measure compliance with legal requirements made at the previous inspection. Also to inspect standards not yet tested this year. The inspector spoke with service users, interviewed the manager and deputy manager, viewed some parts of the premises and a random sample of three service user files, as well as key documentation and records. The manager would like to thank the service users, staff and manager of the home for their co-operation with the inspection. What the service does well: What has improved since the last inspection? More progress has been made in setting up bank accounts for service users. Wishes and views regarding death and dying have been recorded. A shower room has been refurbished and compliance has been achieved in the labelling of opened refrigerated foods. Helena Road (2c-2d) DS0000022837.V282557.R01.S.doc Version 5.1 Page 6 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. Helena Road (2c-2d) DS0000022837.V282557.R01.S.doc Version 5.1 Page 7 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 Helena Road (2c-2d) DS0000022837.V282557.R01.S.doc Version 5.1 Page 8 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 1,3 and 5. The home has produced sound information for prospective service users. It can however be improved upon. Service users have licence agreements. The inspector was satisfied that the home would have the capacity to meet the assessed needs of individuals. EVIDENCE: The inspector viewed the statement of purpose. This document is generally sound. It does however lack reference to how care plans will be reviewed and also how contact with relatives is supported. The complaints procedure is referred to but a brief outline could be included with a reference to the Commission for Social Care Inspection (CSCI). The manager should amend the statement of purpose as above. This is a recommendation. The inspector viewed the service user guide. This is in a service user friendly format and is available in other languages, Braille and on cassette. Service users have a copy of the guide in their bedrooms. In the section on complaints the guide gives the contact details for the CSCI. It also gives the lead inspectors name. The name should be deleted as Helena Road (2c-2d) DS0000022837.V282557.R01.S.doc Version 5.1 Page 9 inspectors are not always in the office and a duty inspector is most likely to deal with a complaint. This is a recommendation. The regulations require the name, address and relevant qualifications and experience of the registered provider and the registered manager to be included in the statement of purpose and the service user guide. The statement of purpose and service user guide both give the correct details for the registered manager. However the statement of purpose gives the details for the director of East Thames and the service user guide gives the details for the head of care. The inspector recommends that the manager draw this to the attention of his senior managers so that they consider if this is the best way to fulfil their responsibility to give the details of the registered provider in the two documents. This is a recommendation. The manager said that there are currently no service users with dual diagnosis in the home. The home liaises with the local learning disabilities team which combines social workers and health professionals. In discussion with the deputy manager he stressed the importance of knowing service users and communicating effectively with them, also referring appropriately to specialists. The inspector saw licence agreements which were dated, and signed by the service user, and the housing officer, on behalf of the association. Helena Road (2c-2d) DS0000022837.V282557.R01.S.doc Version 5.1 Page 10 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 7,8 and 10. Service users are supported to take decisions about their lives. They are consulted on and participate in the running of the house. Information is kept confidential. EVIDENCE: The previous inspection report carried a restated requirement that the manager continue with setting up bank accounts for service users. The manager said that seven service users now have their bank accounts and there are three more to finalise. The home has involved the Change team which is an corporate resource, to help them with the processes. These have been quite drawn out, a major stumbling block being accessing satisfactory proofs of identification for people. The inspector was satisfied that the home is doing all it can to open bank accounts for all the service users and they will ultimately succeed in this. There is no need to further restate this requirement. The inspector saw evidence in various forms of service users participating in the running of the home. Shift plans (service users prompted to feed the cat), Helena Road (2c-2d) DS0000022837.V282557.R01.S.doc Version 5.1 Page 11 daily logs, the minutes of residents meetings (which are facilitated by People First advocacy service) all painted a picture of involvement. The inspector viewed the confidentiality policy. The manager stated that Information on the computer is password protected and filing cabinets are locked. Staff are trained on confidentiality as part of their TOPSS induction. The manager said that the managers have had training on the Freedom in Information Act. Helena Road (2c-2d) DS0000022837.V282557.R01.S.doc Version 5.1 Page 12 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 17. Service users are offered a healthy diet and enjoy their meals. EVIDENCE: The previous inspection report carried a requirement that food be appropriately stored and dates of opening recorded on items. The inspector viewed the contents of two refrigerators and found that opened items were labelled with the dates of opening. The inspector sat with service users who were eating their evening meal. One service user told the inspector she was having a sandwich because she preferred this to the steamed fish which was on the menu. Service users were also enjoying a pudding of fruit and custard. Helena Road (2c-2d) DS0000022837.V282557.R01.S.doc Version 5.1 Page 13 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 21. Ageing, illness and death are handled with respect. EVIDENCE: The previous inspection report carried a requirement for the wishes and views of service users in relation to ageing, illness an dying to be recorded. The inspector was pleased to see on service user files Death and Dying forms. One service user has purchased her funeral in advance, another has expressed a wish that his personal belongings be donated to Oxfam when he passes away. The manager said that one relative says that she wishes to take responsibility for the funeral arrangements for her sister, but she does not want to record anything at this stage. The inspector commends the home for their pro-active and sensitive handling of this difficult issue. Helena Road (2c-2d) DS0000022837.V282557.R01.S.doc Version 5.1 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 22. Service users views are heard but information can be improved. EVIDENCE: The previous inspection report carried a requirement for the manager to amend the complaints leaflet and a recommendation for the manager to advise senior management of amendments which were needed to the corporate complaints policy. The inspector saw the complaints leaflet which now gives stages for the complaints process and timescales. Also the correct contact details for the (CSCI). However the leaflet still states If you are not happy with the decisions that have been made you can complain to an outside agency, who will look at your complaint. This is misleading because complainants can come direct at any time to the commission. The manager must amend the complaints leaflet to state that complainants can come direct at any time to CSCI. This is a requirement. The inspector saw the corporate complaints policy which the manager said had been amended. Under stage 4 the policy states that complainants can come directly at any stage to CSCI. However a few pages before this in the guidance section it states under Stage 4 Residents who are not satisfied with the final outcome of the complaints procedure are entitled to take the matter further with an outside agency. Helena Road (2c-2d) DS0000022837.V282557.R01.S.doc Version 5.1 Page 15 It would seem that the policy has been only partially amended and now contradicts itself on the point of complaints to the commission. It is recommended that the manager point out the above to his senior managers who are responsible for the corporate complaints policy. This is a recommendation. Helena Road (2c-2d) DS0000022837.V282557.R01.S.doc Version 5.1 Page 16 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 27. Toilets and bathrooms provide privacy for individuals. EVIDENCE: The previous inspection report carried a requirement that the ground floor shower room in 2C be refurbished. The inspector saw that the floor has been renewed and is satisfactory. She noted however that the tiles in the shower room were very dusty and dirty. The manager must ensure that the shower room tiles are properly cleaned right up to the ceiling. This is a requirement. Helena Road (2c-2d) DS0000022837.V282557.R01.S.doc Version 5.1 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 31,32 and 33. Staff are clear about their roles and responsibilities. They are competent and qualified. The staff team is effective. EVIDENCE: Staff are given a role profile and General Social Care Council (GSCC) codes of practice. They are on probation for the first six months in post. There is a staff handbook which the inspector saw. This has a code of conduct and information on grievance and disciplinary policy. Shift plans give staff day to day tasks to be undertaken. The manager stated that the organisation looks for experience and transferable skills in care workers. They are encouraged to undertake NVQ. The inspector viewed training profiles which are kept electronically. The deputy manager (who has NVQ4) is fairly new in post. He stated that he had a four week induction with a full assessment of his capability to lead a shift. He has also been released to undertake LDAFF at level 2. The deputy manager further stated that there are personal development reviews for all staff every three months, and an annual appraisal. There are currently ten service users at Helena Road. The staffing allows for three staff on early and late shifts, plus the manager, and a deputy. In Helena Road (2c-2d) DS0000022837.V282557.R01.S.doc Version 5.1 Page 18 addition to this every service user has a flexi day when their keyworker works with them on a one to one basis. There are two waking staff on night duty. The staff group observed on the day of the inspection were culturally diverse with male and female staff. East Living keeps bank staff and the home uses these to cover shifts when necessary. The home also uses agency staff but keeps to two agencies and tries to ensure there is consistency, with staff who are familiar to service users. The manager stated that there are currently no service users who sign but all have comprehension of verbal communication. Staff are generally attuned to situational communication, body language and facial expression. Helena Road (2c-2d) DS0000022837.V282557.R01.S.doc Version 5.1 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 37,38, 40,41 and 43. Records needed for the protection of service users and the effective running of the home are well maintained. EVIDENCE: The manager is experienced and well qualified to run the home. He described to the inspector how the home budget works and the inspector saw a budget statement. The registration certificate was in the managers office and the inspector advised the manager it should be displayed in the reception area. He undertook to move it straightaway. The inspector saw evidence from service user files of the empowering ethos of the home. One file reminded staff to ensure that a service user likes her glasses to be clean each day and that she needs her hearing aid to be in place. Another file stated that a service user was intelligent, creative and had a fund of common sense. There is currently a project within the organisation to Helena Road (2c-2d) DS0000022837.V282557.R01.S.doc Version 5.1 Page 20 introduce multimedia personal pathway plans. The inspector noted a diversity policy and a race equality action plan which demonstrated an inclusive approach. In discussion with staff the inspector was told that they had had a team awayday which had been enjoyable and productive. Staff would like to be more involved in planning development and change and would like to be consulted for their views. The manager should encourage the staff group by rewarding innovation, creativity, development and change. This is a recommendation. The organisation has a wide range of appropriate corporate policies. Staff are encouraged to access them. Policies have review dates. The inspector viewed various records including service user files the event reporting forms and daily logs. The records were well kept and up to date. The inspector saw the business plans for the home. There is a five year plan from 2004-2009. The manager has to report progress on this to senior managers. There is also an annual plan from 2005-2006. The home has adequate insurance cover. The certificate was hung in the staff office and the deputy manager agreed to move it to the reception area. Helena Road (2c-2d) DS0000022837.V282557.R01.S.doc Version 5.1 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 x 3 3 4 x 5 3 INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 2 23 x ENVIRONMENT Standard No Score 24 x 25 x 26 x 27 2 28 x 29 x 30 x STAFFING Standard No Score 31 3 32 3 33 3 34 x 35 x 36 x CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score x 3 3 x 3 LIFESTYLES Standard No Score 11 x 12 x 13 x 14 x 15 x 16 x 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score x x x 4 3 3 x 3 3 x 3 Helena Road (2c-2d) DS0000022837.V282557.R01.S.doc Version 5.1 Page 22 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. 1. Standard YA22 Regulation 22 Requirement The manager must amend the complaints leaflet to state that complainants can come direct at any time to CSCI. The manager must ensure that the shower room tiles are properly cleaned right up to the ceiling. Timescale for action 01/06/06 2 YA27 23 01/04/06 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 YA1 YA1 Good Practice Recommendations The manager should amend the statement of purpose as detailed in the report. The inspector recommends that the manager draw the matter described in the body of the report to the attention of his senior managers, so that they consider if this is the best way to fulfil their responsibility to give the details of the registered provider in the two documents. Helena Road (2c-2d) DS0000022837.V282557.R01.S.doc Version 5.1 Page 23 3 YA1 4 YA22 5 YA38 In the section on complaints the guide gives the contact details for the CSCI. It also gives the lead inspectors name. The name should be deleted as inspectors are not always in the office and a duty inspector is most likely to deal with a complaint. It is recommended that the manager point out the contradiction described in the body of the report to his senior managers, who are responsible for the corporate complaints policy. The manager should encourage the staff group by rewarding innovation, creativity, development and change. Helena Road (2c-2d) DS0000022837.V282557.R01.S.doc Version 5.1 Page 24 Commission for Social Care Inspection East London Area Office Gredley House 1-11 Broadway Stratford London E15 4BQ National Enquiry Line: 0845 015 0120 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 Helena Road (2c-2d) DS0000022837.V282557.R01.S.doc Version 5.1 Page 25 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. 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