Inspection on 14/09/06 for Heywood Lodge

This inspection was carried out on 14th September 2006.

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

Heywood Lodge 20/08/07

Heywood Lodge 06/09/05

Heywood Lodge 25/04/05

Heywood Lodge 04/11/04

Heywood Lodge 23/04/04

Similar services:

Claremont House

Oak Ridge

Sun Court Nursing Home

Ashville House

Bilney Hall

Hill Barn

Mabbs Hall Nursing Home

Henrietta House

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

CARE HOMES FOR OLDER PEOPLE Heywood Lodge 43 Western Road Billericay Essex CM12 9DX Lead Inspector Christine Bennett Key Unannounced Inspection 14th September 2006 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 Heywood Lodge DS0000018056.V310138.R02.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. Heywood Lodge DS0000018056.V310138.R02.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Heywood Lodge Address 43 Western Road Billericay Essex CM12 9DX 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) 01277 659343 Mrs Gwendoline Ruby Heywood Mrs Gwendoline Ruby Heywood Care Home 7 Category(ies) of Old age, not falling within any other category registration, with number (7) of places Heywood Lodge DS0000018056.V310138.R02.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 6th September 2005 Brief Description of the Service: Heywood Lodge is situated in a residential area, close to the town centre of Billericay and public bus and rail links. It is a detached family style home, which is registered for seven older people. The residents are accommodated on the ground floor and the upstairs of the premises is the private accommodation of the proprietor. There are seven single bedrooms, six with en suite facilities. There are two bathrooms, a dining room and a conservatory, which serves as the main lounge. There is an enclosed garden to the rear of the building and limited parking to the front of the building. Residents are offered the services of a physical therapist, a hairdresser, a nail technician and a chiropodist, all of which are included in the fees. The home has a vehicle to take the residents on outings. The home has an updated Statement of Purpose, Service User Guide and a copy of the last inspection report available in the dining area. The current scale of charges as at August 2006 is £450. Heywood Lodge DS0000018056.V310138.R02.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The key site visit was unannounced and took place on 14th September 2006 over a seven and a half hour period. At this inspection all the key standards and the progress since the last inspection were assessed. A pre inspection questionnaire had been completed by the home prior to this visit, and 7 surveys sent to residents, of which 6 were returned, 7 to relatives, of which 6 were returned, and 3 to health professionals, of which 3 were returned. The registered manager and assistant manager were available throughout the day to assist with the inspection process. A tour of the premises took place and a random selection of records and policies were examined. Time was spent with the residents, observing care practices, and conversation took place with all of them, three visitors to the home and the hairdresser who visits on a weekly basis. Staff were also given the opportunity to speak with the inspector. Feedback was given to the registered manager at the end of the site visit. What the service does well: The home benefits from an experienced manager and a stable staff team. They know each resident well and all their likes and dislikes and are committed to giving a high standard of care. The residents are encouraged to remain independent and have choice in their every day living. Many people described life in the home as like being part of a family. One relative said, “I have had relatives in care facilities before but none were as caring, involving, did so much for the residents or were as friendly”. Staff had a good understanding of abuse and knew how to report it, although there have not been any complaints or allegations made. People were complimentary about the food, saying there was a good variety and choice. One resident said, “It’s always good”. The home arranges lots of different things for the residents to do and they have a lot of contact with the local community. This includes coffee mornings where visitors are invited into the home, or trips to the seafront. Heywood Lodge DS0000018056.V310138.R02.S.doc Version 5.2 Page 6 What has improved since the last inspection? What they could do better: Some of the medicines need to be recorded more clearly so that the home can check that they have the right amount. Some redecoration is planned and residents are to be offered locks on their bedroom doors. Staff need more training in some areas to make sure they are up to date and have the skills to do their job. A report should be produced to show that the home listens and acts on information from people who use the service. Please contact the provider for advice of actions taken in response to this Heywood Lodge DS0000018056.V310138.R02.S.doc Version 5.2 Page 7 inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. Heywood Lodge DS0000018056.V310138.R02.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 Heywood Lodge DS0000018056.V310138.R02.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 1,2,3,5,6 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to the service. People who use this service have good information about the home in order to make an informed decision about whether the service is right for them. The home operates a thorough pre admission assessment with care and attention being given to ensure that individual needs can be met, ensuring appropriate admissions. EVIDENCE: The home has an up to date Statement of Purpose and Service User Guide. A copy of these documents, together with the last inspection report, are on display in the dining area of the home. The residents’ surveys confirmed that they had received a contract on entering the home and copies of these were seen in care plans selected at random. The manager described a recent enquiry for admission to the home, and said that she had taken photos and sent the Service User Guide by post, as the family lived a distance away. Heywood Lodge DS0000018056.V310138.R02.S.doc Version 5.2 Page 10 One resident was being admitted on the day of the site visit and the relatives confirmed that they had been to visit the home, had many conversations with the manager and staff and that their relative had been able to stay overnight to ensure that all needs could be met and that the prospective resident was happy to come to live in the home. Evidence of the pre admission assessment was seen in care plans and a detailed life history had been obtained, taking into account their cultural, religious and social preferences. The resident and the relatives had been involved in this process. Residents who completed the survey confirmed that they had received enough information before moving into the home. One said, “I knew about the home before I moved in”. Intermediate care is not offered by the home. Heywood Lodge DS0000018056.V310138.R02.S.doc Version 5.2 Page 11 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 at least once during a 12 month period. 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 the service. Residents can be sure that their health and personal care needs will be fully met in a way that protects their dignity. EVIDENCE: Residents and relatives were very happy with the care that is given in the home and the way they are treated by staff. This was reflected in the results of the surveys that had been completed. Three residents said that they always received the support they needed, staff were always available to them and they always received the medical support they needed. Two residents answered usually to these three questions. Comments made from residents and relatives included, “they do care very well”, “I am delighted with the care and attention she is receiving in this small homely retirement home” and “my needs have always been top priority”. Two care plans were viewed and generally had the information recorded to identify the needs and management of these needs for individual residents. Monthly reviews are held regarding care needs and residents and relatives are encouraged to be involved. Heywood Lodge DS0000018056.V310138.R02.S.doc Version 5.2 Page 12 There was evidence of involvement of outside professionals and the manager said that the home has a good relationship with the GP surgery. The GP and the continence advisor come to visit each new person who is admitted to the home. A physical therapist visits weekly to encourage mobility of the residents. He is also giving individual sessions to a resident who has been assessed as benefiting from some extra therapy. The three surveys returned by health professionals confirmed good communication and had no concerns about the care being given in the home. Staff were very knowledgeable about the residents and their individual preferences and were able to provide detailed information about each individual resident. One relative commented, “the staff know the residents very well and this helps to create a very good relationship”. The residents felt that their privacy was respected and confirmed that they can make choices in their every day living. At the site visit a resident received a telephone call, and the staff gave her the phone to take the call in the privacy of her room. One resident said, “Everyone is very kind and I am treated with respect and the utmost care possible”. All residents were dressed appropriately in their own clothes which were clean and ironed. The manager has recently acquired information relating to locks on the bedroom doors which allow access in the case of emergency. She confirmed that they all have lockable storage in their rooms, and that these locks will be offered to the residents. Medication procedures were checked. The standard of record keeping of medication did not ensure that records are properly completed and did not provide an audit trail of medication. The manager confirmed that prescriptions were sent directly to the pharmacy, which did not enable her to check them. Handwritten records must have amounts written and be dated and signed by the person transcribing, and ideally countersigned by a second person to avoid errors. Medication training for staff is in need of updating. Heywood Lodge DS0000018056.V310138.R02.S.doc Version 5.2 Page 13 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14,15 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to the service. Meals are nutritious and balanced and offer a healthy and varied diet for residents. Daily routines are flexible and visiting arrangements are open and relaxed enabling residents to maintain maximum control over their lives. EVIDENCE: The residents can get up when they choose and have their breakfast at varying times, some choosing to stay in bed or in their room. They can also choose when they go to bed. There is a choice at each meal and the home operates a four weekly menu. Nutritional charts are kept to record what has been eaten. Residents were complimentary about the food offered in the home. One resident said, “every effort is made to suit my needs, even if it is cooked especially for me”. Lunch was seen at the site visit. Staff and residents sat and had lunch together. The residents were offered chicken casserole or quiche and salad with jacket potato. The residents sat at a table in the dining room, chatting and it was obviously a pleasure for them. They said it was lovely and they always get enough. Fruit was freely available for residents to help themselves. Heywood Lodge DS0000018056.V310138.R02.S.doc Version 5.2 Page 14 The home has a varied range of activities to suit each individual resident. One resident told how she goes to church each week and to a luncheon club. She also spoke of her pleasure to be involved in activities in the home, such as quizzes or arts and crafts. During the summer months the residents had used the transport provided by the home to go to the seafront on three separate occasions to sit and enjoy an ice cream. One resident had been accompanied by a member of staff to attend a funeral. The home encourages contact with the local community and had organised a plant sale, a coffee morning and a “Knit and natter”. This event had attracted approximately 40 people and tea and cakes were served. Visitors are encouraged and can visit the home freely. One resident handles her own financial affairs and the home take her to the bank whenever she wants. Residents are able to bring in personal possessions to personalise their rooms or to put in the communal areas of the home. Heywood Lodge DS0000018056.V310138.R02.S.doc Version 5.2 Page 15 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 inspected at least once during a 12 month period. 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. Residents are protected by the home’s complaint procedure and staff knowledge of POVA. EVIDENCE: The home has an up to date complaints policy and procedure and surveys from residents and relatives confirmed that they would know who to speak to if they had any concerns. There have been no complaints since the last inspection. The residents who were spoken with, confirmed that they felt safe in the home. One said, “The manager always listens to me”. All staff spoken with had a good understanding of various forms of abuse, and how to report it. Staff training in this area is ongoing and all staff will be POVA trained by the end of 2006. There have been no POVA issues in the home since the last inspection. Heywood Lodge DS0000018056.V310138.R02.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 19,26 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Many improvements have been made to the home making it a comfortable, safe place to live. EVIDENCE: The home has recently installed a walk in bath/shower. The residents spoke of their pleasure in using the new bath. New wardrobes have been purchased for a resident’s bedroom. Areas of the garden have been redesigned to make it more attractive for the residents and they confirmed that they had used it extensively during the summer. The manager has recently introduced a cleaning programme to ensure that all areas of the home are kept clean on a regular basis. The surveys revealed that three residents felt that the home is always clean, two said that it is usually clean and one said it is sometimes clean. One resident commented “I Heywood Lodge DS0000018056.V310138.R02.S.doc Version 5.2 Page 17 feel the standard of cleanliness in my room should be better”. There are no unpleasant odours in the home. The manager has been in contact with the fire department and is confident that she has met their requirements. She is awaiting a return visit for confirmation. Heywood Lodge DS0000018056.V310138.R02.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 at least once during a 12 month period. 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 the service. Staff at the home have the experience and are employed in sufficient numbers to meet the residents’ needs. EVIDENCE: The home benefits from having a staff complement who have worked at the home for many years. As a result, they have a good understanding of each resident’s needs. Staff morale is high and staff were seen to spend time talking to residents and share some meals with them. There has been no recruitment of staff since the last inspection. Existing staff files have proof of identification and CRB checks. Three members of staff have NVQ level 2 which equates to 50 of the workforce. Other training has taken place in relation to fire, infection control. The staff training programme must be reviewed on a regular basis and mandatory and other training be undertaken to update staff and give them the skills to perform their work. Heywood Lodge DS0000018056.V310138.R02.S.doc Version 5.2 Page 19 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 31,32,33,35,36,38 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The manager provides stability to the home and has a quality assurance programme to ensure the home is run in the best interests of the residents. EVIDENCE: The home’s owner/manager has worked in the care sector for many years. Residents, relatives and staff were positive about the management of the home and feel she is approachable. The home has started a quality assurance programme in which they seek the views of the residents, relatives and other stakeholders of the service. This needs to be developed to show that the home is meeting it’s aims and outcomes and is run in the best interests of the residents. Heywood Lodge DS0000018056.V310138.R02.S.doc Version 5.2 Page 20 The home does not hold money for any of the residents. One resident arranges her own finances, and the other residents have family who assist them. Staff now receive supervision every two months and evidence was seen of this on staff files . The policies and procedures of the home have recently been reviewed and are available to staff. Heywood Lodge DS0000018056.V310138.R02.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 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 3 3 4 x 3 N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 1 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 4 14 3 15 4 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X X X 3 STAFFING Standard No Score 27 3 28 3 29 3 30 2 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 2 X 3 3 X 3 Heywood Lodge DS0000018056.V310138.R02.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 OP9 Regulation 13(2) Requirement The registered person must make arrangements for the recording , safe administration and disposal of medicines in the home and updating training for staff. The registered person must ensure that persons working in the home receive training appropriate to the work they are to perform. This includes updating mandatory training. Timescale for action 30/11/06 2. OP30 18 (c )(1) 31/12/06 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. Refer to Standard OP9 Good Practice Recommendations The registered manager should initiate the order of medication prescriptions, and check them before submitting them to the pharmacy. Handwritten medication charts should be checked by a second person. The registered person should continue to develop the DS0000018056.V310138.R02.S.doc Version 5.2 Page 23 2. OP33 Heywood Lodge quality assurance programme to compile a report and make it available to CSCI and the residents Heywood Lodge DS0000018056.V310138.R02.S.doc Version 5.2 Page 24 Commission for Social Care Inspection South Essex Local Office Kingswood House Baxter Avenue Southend on Sea Essex SS2 6BG 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 Heywood Lodge DS0000018056.V310138.R02.S.doc Version 5.2 Page 25 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. 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!