Inspection on 29/09/08 for Hill Grove

This inspection was carried out on 29th September 2008.

CSCI found this care home to be providing an Good service.

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

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 19/06/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Hill Grove 1 Colney Lane Cringleford Norwich Norfolk NR4 7RE     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Alan Buttery     Date: 2 9 0 9 2 0 0 8 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. 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 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 Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 25 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). 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 CSCI copyright, with the title and date of publication of the document specified. www.csci.org.uk Internet address Care Homes for Older People Page 3 of 25 Information about the care home Name of care home: Address: Hill Grove 1 Colney Lane Cringleford Norwich Norfolk NR4 7RE 01603457139 01603457274 hillgrovecarehome@aol.com Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Mrs Sandra Elizabeth Hanley,Mr Thomas Paul Hanley Name of registered manager (if applicable) Lynne Browne Type of registration: Number of places registered: Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: The maximum number of service users who can be accommodated is 20. The registered person may provide the following category of service only; Care Home only - Code PC 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 Date of last inspection Brief description of the care home The service is located in a quiet residential part of Norwich, within easy reach of all local facilities, and the city centre. The service provides a home for up to 20 older people, mainly from the Norfolk area, and there good mix of age ranges. Care Homes for Older People Page 4 of 25 care home 20 Over 65 20 0 Brief description of the care home The home is one of three owned in the Norwich area by the same providers, but has a didicated manager, gegistered with the Commission. Care Homes for Older People Page 5 of 25 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: During our visit to the home we discussed the support provided with one of the owners of the home, and the homes care manager. The registered manager was away on the day of our visit. We also spoke with a number of the People living in the home and with staff on duty, and looked at individual records of residents and staff. We also looked around the home, and were able, with the individuals permission to look at some of the bedrooms, as well as communal areas. Care Homes for Older People Page 6 of 25 Care Homes for Older People Page 7 of 25 What the care home does well: What has improved since the last inspection? What they could do better: 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 set out on page 4. The report of this inspection is available from our website www.csci.org.uk. You can get printed copies from enquiries@csci.gsi.gov.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 8 of 25 Details of our 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) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 9 of 25 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Prior to any new admission, the service ensures that they obtain full information about the needs of the prospective resident, to ensure that they know before they move into the home that the home can meet their identified needs. Evidence: The process of any admissions to this home was discussed with the proprietor and care manager of the service, and would normally involve a visit from either the person thinking of moving to the home, or more often a member of their family. Initial enquiries come either directly from the family member, or from the local health or social care teams. During this initial stage a pre admission assessment is carried out, and once the service has a vacancy and the person has decided they want to move to the home, the assessment is re done to ensure information is up to date, and the home can meet the needs identified. Care Homes for Older People Page 10 of 25 Evidence: During our visit, the four care files we looked at all included the detailed assessment information, and clearly showed the identified needs of the person concerned, and how these needs would be met. The proprietor advised us that they have been through a relatively stable period, with no current vacancies at the time of the inspection, and have a waiting list of prospective new admissions. Hill Grove always tries to provide a home for life, unless the needs of a person living in the home changed to the extent that the home was no longer able to meet them. Care Homes for Older People Page 11 of 25 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Individual plans ensure that people living in the home are supported and cared for in a way to their liking Evidence: Once the initial assessment process has been completed, and it has been agreed that the identified needs of the person can be met by the service, arrangements for the person to move to the home are made, and initial care plans written, and again evidence of these was seen on the files examined. The new owners have introduced new care plans, and the four care plans that we examined included details of the person’s background and history. The plans include details of the support needs for both health and social care. The individual plans examined included evidence of the regular review, and the involvement of the person they related to. For example on one plan, details of the review recently held indicated that the person was possibly interested in moving back Care Homes for Older People Page 12 of 25 Evidence: to more independent living, and the process they were following was discussed with the proprietor, and with the resident. The home are supporting the person to look at alternatives, and we had a long discussion with the resident about the home, and how happy she had been living there, and how the home are supporting her in deciding whether to make the suggested move. The service has a good working relationship with the local health professionals, and in particular their local GP practice, and have introduced a practice whereby the staff take base recordings if a resident is ill, to ensure that the GP is able to quickly decide if a visit is required, and the practice have provided support to ensure staff are competent in undertaking those checks. One of the residents living in the home is able to administer their own medication, and risk assessments are in place to ensure they remain able to do this safely, and these were seen during our visit. Care Homes for Older People Page 13 of 25 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. A range of activities are available to people living in the home, and a choice of home cooked food served in pleasant surroundings, ensuring a healthy diet is followed Evidence: As mentioned earlier in the report, wherever possible, a detailed social history is gathered, to ensure that the person living has access to a range of activities and events they enjoy, although the manager acknowledged that the age range of the residents can make this difficult. Since the new proprietors took over the home, they have employed a reminiscence worker to arrange specific and more generalised activities, suited to everyone living in the home. These include board and ball games, regular entertainment, singing, skittles, a weekly reminiscence event and individual one to one time. There are a limited number of events outside the home, and this should be considered further, and the individual plans should record the activities undertaken by people Care Homes for Older People Page 14 of 25 Evidence: living in the home. Visitors are welcome at all times, and can spend time the person they are visiting, either in the lounge or resident’s own room, or in the conservatory. A good range of home cooked, locally sourced food is provided, and a new chef has joined the service since it changed hands. Fresh meat and vegetables are sourced locally. Residents we spoke to during our visit said that the food was much better but were unhappy at some of the meals served when the chef was not working. The home offers a choice of two lunch and main meals and hopes to extend this choice further, and the dining room provides a comfortable are for the residents to eat, which is shortly to be refurbished. Care Homes for Older People Page 15 of 25 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Procedures are in place to ensure that any concerns, complaints or allegations are dealt with in accordance with policies, and that people living in the home know that their concerns are listened to. Evidence: Everyone moving into the home has a copy of the home’s complaints procedure, and is aware of who to speak with if they have concerns, and people that we spoke with during our visit confirmed this, although the policy needs to be updated to ensure the information is up to date. The service has only received one complaint since the new owners took over, which has been dealt with in accordance with their procedure. The residents we spoke to during our visit were aware of how to make a complaint and happy that their concerns would be listened to. A policy is in place to ensure the safeguarding of the people living in the home. Two incidents have been reported since the new owners took over, which have been dealt with appropriately. All staff receive training in safeguarding matters, and regular updates, and supervision includes discussion on safeguarding issues with individual staff members. Care Homes for Older People Page 16 of 25 Care Homes for Older People Page 17 of 25 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this 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 service provides a safe, clean and well equipped home for the people living there., Evidence: Since the new owners took over , a programme of refurbishment has started, and residents commented on how the environment was improving, and in particular, how much cleaner it is. This was achieved by an intense programme of cleaning when the new owners arrived, followed by better domestic routines subsequently. The home provides a comfortable and homely environment for the people living there. Communal space is good, with two large lounges and a dining area with attached conservatory. Individual rooms are well equipped and during a tour round the home, it was clear that people are encouraged to bring in personal items and possessions. Suitable toilet and bathing facilities are available. The home is set in pleasant grounds, within easy reach of local facilities. Care Homes for Older People Page 18 of 25 Care Homes for Older People Page 19 of 25 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this 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 living in the home are cared for by well trained staff, who have all undergone the required checks to ensure they are fit to be working with older people. Evidence: On the day of our visit, there were clearly sufficient staff to meet the needs of the people living in the home, There are normally at least three care staff available at busy times, with two at all times and in addition, domestic and catering staff are working. The service has a detailed recruitment policy in place, and five staff records were examined which all contained information in accordance with the regulations, and details of the training provided. Since the new owners took the service over, a better range of training has been provided to All staff including all mandatory training as well as some specific training in dementia, diet and infection control. Care Homes for Older People Page 20 of 25 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this 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 service is well manged, and people and working living there are protected by the health and safety policies in place. Evidence: The manager of the home is experienced and well qualified, and provides a consistent level of management to the home. The home is one of four owned by the same providers, although they do not have a great deal of input to this service. The manager is well supported by the owners, and in turn ensures that care staff receive suitable training and supervision, in accordance with the standards, and evidence of this was seen within the staff files examined. People living in the home commented favourably on the surroundings and the support they receive, one person saying how ‘at home’ she felt. Care Homes for Older People Page 21 of 25 Evidence: Another resident that we spoke with said that the home provided an A1 service which had improved vastly under the new owners. A quality assurance process has been introduced to ensure that the views of people living in the home are obtained, and those of families, and these views are taken into account when planning future changes support provided. A detailed report has been produced and a copy of this provided to the inspector. Health and safety procedures are in place, and all staff receive suitable training. Care Homes for Older People Page 22 of 25 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 23 of 25 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations 1 2 3 7 12 15 Individual plans should show the planned outcomes for the person they relate to The service should seek to provide more opportunities for people to spend time outside the home Arrangements should be made to ensure the high standards of food available are available at all times, whether the chef is working or not. Care Homes for Older People Page 24 of 25 Helpline: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk 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) Commission for Social Care Inspection (CSCI). 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 CSCI copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 25 of 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!