Key inspection report CARE HOMES FOR OLDER PEOPLE
Highfield House Residential Home 67-69 Sudell Road Darwen Lancs BB3 3HW Lead Inspector
Mr Graham Oldham Key Unannounced Inspection 9th September 2009 09:00
DS0000064296.V377157.R01.S.do c Version 5.2 Page 1 This report is a review of the quality of outcomes that people experience in this care home. We believe high quality care should: • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care homes for older people can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop. The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Highfield House Residential Home DS0000064296.V377157.R01.S.doc Version 5.2 Page 2 Reader Information
Document Purpose Author Audience Further copies from Copyright Inspection Report Care Quality Commission General Public 0870 240 7535 (telephone order line) Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Highfield House Residential Home DS0000064296.V377157.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION
Name of service Highfield House Residential Home Address 67-69 Sudell Road Darwen Lancs BB3 3HW 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) 01254 701273 F/P 01254 701273 Dhillon Financial UK Limited Manager post vacant Care Home 18 Category(ies) of Old age, not falling within any other category registration, with number (18) of places Highfield House Residential Home DS0000064296.V377157.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION
Conditions of registration: 1. The registered person may provide the following category of service only: Care home on - Code P To service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category - Code OP The maximum number of service users who can be accommodated is: 18. Date of last inspection 4th September 2008 Brief Description of the Service: Highfield House is a detached property set in its own grounds. It has a small garden at the front, a car parking area at the side and a small enclosed garden area to the rear. Accommodation is provided in single rooms and five bedrooms have en-suite facilities, (W.C. and wash hand basin). There are bedrooms on both the ground and first floors. A passenger lift connects the two floors. There are two bathing and one shower facility. The home is on a bus route into Darwen Town Centre, and is approximately half a mile from the main shopping centre. The statement of purpose and service users guide is available for residents or their families to be informed of the facilities and services the home provides. The fees for Highfield House are £344.50 per week. Extra payment is required for hairdressing, newspapers or periodicals, toiletries and outings. Highfield House Residential Home DS0000064296.V377157.R01.S.doc Version 5.2 Page 5 SUMMARY
This is an overview of what the inspector found during the inspection. The quality rating for this service is 1 star. This means the people who use this service experience adequate quality outcomes.
This unannounced key inspection, which included a visit to the home, took place on the 9th September 2009. Much of the information gained was obtained from talking to residents and staff members. The views of residents were obtained on a variety of topics. Two residents were case tracked. Case tracking gave the inspector an overall view of the specific care for the individual resident by checking the plans of care, other documentation and talking to residents and staff. One staff member was questioned about the care of the resident’s case tracked. Some of the views have been reported collectively with specific comments contained within the body of the report. The inspector took detailed notes during the inspection, which have been retained as evidence. Staff were directly and indirectly observed carrying out their tasks and interacting with residents. Paperwork examined included plans of care, assessment documentation, policies and procedures or documents relevant to each standard. A tour of the building was conducted. The service returned a self assessment questionnaire which told us of the current and projected standard for the home. What the service does well:
The good assessment process ensured the needs of people who used the service were met at the care service. The new manager was developing good plans of care to help staff meet the needs of people who used the service. People who used the service had access to specialists to help meet their health care needs. People who used the service said, “Our medication comes on time – they are very good with that” and “I get my medication when I need it”. The good administration of medication helped protect the health and welfare of people who used the service. Highfield House Residential Home DS0000064296.V377157.R01.S.doc Version 5.2 Page 6 People who used the service said, “They help me with personal care but they keep it private” and “They keep personal care private”. The personal care of people who used the service was conducted privately to help maintain their dignity. One person said, “We do some activities and I like to join in”. There was a suitable activity and outings program to keep people who used the service entertained. People who used the service said, “I get a lot of visitors. My family and grandchildren. They can come in and out when they want” and “my daughter visits regularly and there are no problems with visiting, she can come when she wants”. Visiting was encouraged to allow people who used the service to meet with their family and friends. Plans of care contained good advice on the choice each person could make to maximise their independence. People who used the service said, “The food is quite nice – we get some good food. If you don’t like it you can get something else” and “food here is good”. The food served at the home was satisfactory for people who used the service. Both people who were involved in the case tracking process said they felt safe. The safeguarding and recruitment procedures helped keep people who used the service safe. People who used the service said, “I would talk to the manager if I have a complaint – but I don’t have any complaints” and “I would speak to my daughter if there were any problems but there are none”. The accessible complaints procedure ensured people entering the home had the advice and opportunity to voice their concerns. People who used the service said, “My room is lovely – it’s a cosy little room” and “my room is very nice. It’s all my own furniture. I have lots of pictures of my family. I am surrounded by them”. Improvements to the environment and general cleanliness at the care home provided a homely atmosphere for people who used the service. Health and safety systems helped protect the welfare of staff and people who used the service. . People who used the service said, “The staff are lovely and there no problems there. I am very happy here and “. The staff are very nice. They look after me very well. I am happy here and do not want to move. I am really comfortable here”. People who were case tracked were very satisfied with staff and care. A relative said, “I think the care is fine here and I have no problems. She is happy. She has a nice room. The food is good. I have stayed for lunch and its smashing. I am kept informed of how her care is. There is no problem with
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DS0000064296.V377157.R01.S.doc Version 5.2 Page 7 visiting. Staff make you feel welcome. There are some really caring staff. No problems with any of them. There are no staff here they are Angels. It’s clean and homely. I am completely satisfied with the care they give here”. This relative was happy with the care and staff attitude to help maximise her relatives comfort. A staff said, “I think it is working better now. Better since we have a new manager. We know where we are. I like this kind of work. I like to make a difference and put a smile on their faces. I think we will get training now. I feel supported”. The staff member felt supported and future training would be provided to further her career. What has improved since the last inspection? What they could do better:
Plans of care must contain sufficient information for staff to deliver effective care. Plans of care must be reviewed to ensure the care needs of people who use the service are up to date. The registered person must ensure that screens are fitted around the toilets in bedrooms to ensure the privacy of people who use the service is maintained. Staff must be trained appropriate to the needs of people who use the service. Training must include health and safety, first aid, moving and handling, food hygiene, fire safety, infection control and safeguarding to ensure staff are competent to meet the needs of people who use the service. There must be a suitably qualified and experienced person who is registered with the Care Quality Commission to meet current requirements. The registered person must ensure quality assurance systems are developed to take account of and react to the needs of people who use the service.
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DS0000064296.V377157.R01.S.doc Version 5.2 Page 8 If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line – 0870 240 7535. Highfield House Residential Home DS0000064296.V377157.R01.S.doc Version 5.2 Page 9 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 Highfield House Residential Home DS0000064296.V377157.R01.S.doc Version 5.2 Page 10 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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): OP3 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The good assessment of people ensured the needs of each person could be met at the care service. EVIDENCE: Two people who used the service were involved in the case tracking process. The plans of care contained assessment documentation from social services or other local authority organisations. An experienced member of staff had undertaken an assessment of each person to ensure they were correctly placed at the care home. Highfield House Residential Home DS0000064296.V377157.R01.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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): OP7, OP8, OP9 and OP10 People using the service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Plans of care had been developed and took into account the needs of people who used the service. Plans of care must be upgraded and reviewed to enable staff to deliver effective care. People who used the service had access to specialists to help meet their health care needs. The administration of medication was good and helped protect the welfare of people who used the service. The good attitude of staff helped people who used the service retain their dignity. EVIDENCE: Two plans of care were examined during the case tracking process. Both plans had been developed with the aid of the person who used the service to demonstrate their wishes had been taken into account. One plan was the new type developed by the manager. This plan met current standards and had been reviewed. The manager said she was going to develop all plans in the same
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DS0000064296.V377157.R01.S.doc Version 5.2 Page 12 format. The second plan was developed prior to her employment. This plan had not been reviewed whist waiting to be upgraded although did contain good information for staff to follow. Other plans did not contain risk assessments or had been updated. The new manager said she was going to upgrade all plans to the same standard as the one inspected and will inform us when this has been done. In general the plans of care need to be upgraded and reviewed to meet the desired standard. Two plans of care examined during the case tracking process demonstrated people who used the service had access to specialists such as Opticians, District Nurses, G.P’s and attended clinics to keep their health care needs up to date. Risk assessments for tissue viability, nutrition and falls were carried out and preventative measures provided where necessary. There were policies and procedures for the administration of medication for staff to follow safe practice. The medication administration sheets were examined and contained no errors. Staff who administered medication had been suitably trained to minimise errors. The manager said they had access to their pharmacist for advice and this was supplemented with staff having access to pharmaceutical reference books to further strengthen their knowledge. Medication was stored and disposed of safely. There was a controlled drug register and cupboard for secure storage. Staff were observed carrying out tasks in a private manner which enabled people who used the service to feel comfortable with their personal care. Highfield House Residential Home DS0000064296.V377157.R01.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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): OP12, OP13, OP14 and OP15 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who used the service were provided with suitable activities to provide stimulation and exercise. Visiting was unrestricted to enable people who used the service to be socially active. People who used the service were offered choices within the home to help them remain independent. The food served at the home met people who used the services nutritional needs. EVIDENCE: There was a planned series of activities. On the day of the inspection people who used the service played bingo. Each person had a record of the activities they joined in with and their likes and dislikes. There was a photographic record of some activities such as birthdays. The manager said she was arranging an outing and an entertainer was due to visit the home. There were specialist games equipment for people to play who had dexterity problems. There were large print books and other games such as cards and dominoes to keep people entertained. People who used the service were able to attend activities if they wished to provide enjoyment during the day. Highfield House Residential Home DS0000064296.V377157.R01.S.doc Version 5.2 Page 14 People who used the service and a visitor said visiting was welcomed so people who used the service could remain in contact with their family and friends. There was very good record of the choices each person could make as an individual in the plans of care. This included dress or food preferences and showed the needs of each person was obtained to maximise their individuality. The dining room was pleasantly set and tables had salt, pepper and vinegar to flavour food to taste. There was good quality furniture, sufficient in number to seat people comfortably. The food served was hot, tasteful and nutritious. The cook came and asked people what they wanted and one person was observed to have a different meal to the others, which demonstrated choice. People who required assistance were individually treated and given sufficient time to take their meal. Three people said lunch was very good and food in general was good. The cook said she generally asked people on the day what they wanted as some forgot if it was on the menu board. The cook has petty cash to get extra food in if required. Food served at the care service was satisfactory to people’s tastes. Highfield House Residential Home DS0000064296.V377157.R01.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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): OP16 and OP18 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There was an accessible complaints procedure for people to voice their concerns. There were systems in place to protect people who used the service from possible abuse. EVIDENCE: There was a complaints procedure with the address of the Care Quality Commission and timescales which met current standards. There were ongoing issues with social services and the home had an action plan to adhere to. The new manager said most of the recommendations had been completed. The complaints procedure was displayed in a prominent place for anybody to have access to it. There had been a substantiated allegation of abuse made prior to the last key unannounced inspection, which has since been rectified. The home had been visited many times by the social services contract and quality assurance teams and were aware of the local initiative which they have policies and procedures for. The home had their own policies and procedures for safeguarding for staff to follow safe practice. There was good advice in the plans of care for staff to follow for a person with behavioural difficulties. There was a copy of the ‘No Secrets’ document and a whistle blowing policy for staff to use. These
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DS0000064296.V377157.R01.S.doc Version 5.2 Page 16 documents explain what constitutes abuse and how to report any suspected cases. The new manager had accessed training bodies and staff were starting to attend safeguarding training to ensure they had sufficient knowledge to protect people who used the service. Highfield House Residential Home DS0000064296.V377157.R01.S.doc Version 5.2 Page 17 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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): OP19 – OP26 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The facilities and services at the care service provided a homely atmosphere for the people who used the service. EVIDENCE: A tour of the building was conducted on the day of the inspection. The home was clean, reasonably well decorated and furnished in a domestic style. The communal areas visited contained modern furniture and was comfortable for people who used the service. There was sufficient seating in all areas and some new carpets had been fitted since the last inspection. The two lounges were bright and cheery to provide a nice area to sit and socialise in. Highfield House Residential Home DS0000064296.V377157.R01.S.doc Version 5.2 Page 18 Bedrooms were lockable and had a lockable facility to allow privacy. The bedrooms were decorated to a style which is suitable for the elderly and contained good levels of equipment. Bedrooms visited had been personalised to people’s tastes to ease their move into residential accommodation. The garden area was accessible and there was furniture available for people to use in good weather. There was CCTV which covers the outside of the building but was not intrusive to residents and provided security. There were grab rails in corridors, disability aids in toilets and bathrooms such as hoists to assist people with mobility problems. There were mobile hoists for staff to use to keep themselves and people who used the safe free from injury. There was a lift for people to access all parts of the building Toilets had been fitted into some of the single bedrooms. Some of the toilets were not screened and may pose a privacy issue. People who used the service said they were satisfied the toilets had been fitted. Radiators were covered, windows restricted and the temperature of water was controlled to help keep people safe. There was a laundry with equipment which meets current specifications and is sited well away from any food preparation areas to prevent cross infection. Walls and floors can easily be cleaned and there are hand washing facilities in areas clinical waste is disposed of or produced in line with infection control policies. There were infection control policies and procedures for staff to follow. The new manager was accessing training for infection control which had been a previous requirement and must be continued to demonstrate staff are competent in infection control issues. Highfield House Residential Home DS0000064296.V377157.R01.S.doc Version 5.2 Page 19 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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): OP27, OP28, OP29 and OP30 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There was sufficient staff to meet the needs of people who used the service. The robust recruitment procedures helped keep people who used the service free from abuse. Staff were only partially trained to meet the needs of people who used the service. The good induction of new staff gave them the confidence to feel competent at the start of their career. EVIDENCE: There were sufficient staff on duty on the day of the inspection to meet the needs of people who used the service. The off duty showed that there were still some shortfalls in staffing numbers due to illness. The new manager produced documentary evidence to show that the problem was being rectified by employing new staff who were waiting for criminal records clearance. Existing staff were covering the shortfalls to ensure people were well looked after. 90 of staff had attained NVQ2 or better qualifications. The new manager was accessing courses for staff to attend to provide a well trained staff team. Not all staff had attended the mandatory courses such as moving and handling or they were outdated. Training in areas of importance must be provided to ensure staff are competent to meet the needs of residents. Highfield House Residential Home DS0000064296.V377157.R01.S.doc Version 5.2 Page 20 One new member of staff was completing a recognised induction course and had attended three courses in the two months she had been there, including fire awareness and safeguarding. The member of staff had received formal supervision. This demonstrated the new manager was aware of ensuring new staff were given the knowledge to look after the people who used the service. Two staff files were examined during the inspection and contained documentation such as a criminal records check, two written references, proof of identity and an application form etc to demonstrate suitable staff were being employed at the care service. Highfield House Residential Home DS0000064296.V377157.R01.S.doc Version 5.2 Page 21 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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): OP31, OP33, OP35 and OP38 People using the service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There was no current manager who is registered with the Care Quality Commission to meet current requirements. Quality assurance systems did not fully gain the views of people connected to the home to allow management to react to the changing needs of people who used the service. The management of money was safe and prevented people who used the service from being financially abused. Health and safety policies, procedures and staff training helped protect the health and welfare of people who used the service. EVIDENCE: Highfield House Residential Home DS0000064296.V377157.R01.S.doc Version 5.2 Page 22 The new manager had been employed at the home for two months. She had the experience and qualifications to manage the care service and was arranging courses to attend to demonstrate she was updating her knowledge. The registered person was awaiting criminal records checks to be returned before applying for Care Quality Commission registration. This must be completed as soon as possible to meet registration requirements. The manager had held formal resident and staff meetings to gain the views of people who used the service. The manager said survey forms had been sent to people who used the service but had not been returned or produced as a summary. The manager was aware of the need to develop quality assurance systems but it was acknowledged that plans of care and other important documentation were needed to be upgraded first. Quality assurance systems need to be developed to take into account the views of people who use the service. There were health and safety policies and procedures for staff to follow good practice. The electrical and gas installation and equipment was maintained to help keep staff and people who used the service safe. The manager was aware of current health and safety legislation to ensure the home complied with the various legislative bodies such as Environmental Health. Highfield House Residential Home DS0000064296.V377157.R01.S.doc Version 5.2 Page 23 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 2 8 3 9 3 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 3 17 X 18 2 3 3 3 3 3 2 3 3 STAFFING Standard No Score 27 3 28 4 29 3 30 2 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 2 X 2 X 3 X X 3 Highfield House Residential Home DS0000064296.V377157.R01.S.doc Version 5.2 Page 24 Are there any outstanding requirements from the last inspection? YES STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard OP7 Regulation 15(1) Requirement The registered person must prepare a written plan as to how a service users needs in respect of their health and welfare are to be met. The registered person must keep the plan under review. The registered person must make suitable arrangements to ensure the privacy and dignity of people who use the service is maintained. The registered person must ensure staff are trained appropriately to meet the needs of residents. The registered person must ensure there is a suitably qualified and experienced person to manage the care home. The registered person must ensure there is a system for reviewing the quality of care and services provided to gain the views of people who use the service. Timescale for action 30/11/09 2. 3. OP7 OP24 15 (2)(b) 13 (4)(a) 30/09/09 30/11/09 4. OP30 18(1)(c) (i) 8 31/12/09 5. OP31 31/12/09 6. OP33 24 31/03/10 Highfield House Residential Home DS0000064296.V377157.R01.S.doc Version 5.2 Page 25 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. 3. 4. Refer to Standard OP18 OP24 Good Practice Recommendations The registered person should ensure all staff have up to date training in safeguarding. The registered person should ensure that screens are placed around toilets to ensure the privacy of people who use the service. The registered person should ensure new staff are recruited to improve current staffing numbers and relieve the pressure on existing staff to cover shifts. The registered person should ensure staff are trained in first aid, health and safety, fire awareness, moving and handling, infection control and food hygiene to meet current national targets. OP27 OP30 Highfield House Residential Home DS0000064296.V377157.R01.S.doc Version 5.2 Page 26 Care Quality Commission North West Region Citygate Gallowgate Newcastle Upon Tyne NE1 4PA National Enquiry Line: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk
We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. Highfield House Residential Home DS0000064296.V377157.R01.S.doc Version 5.2 Page 27 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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!
