Inspection on 07/02/07 for Hollie Hill Care Home

This inspection was carried out on 7th February 2007.

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

Hollie Hill Care Home 02/02/09

Hollie Hill Care Home 25/01/06

Hollie Hill Care Home 16/06/05

Hollie Hill Care Home 13/01/05

Hollie Hill Care Home 30/07/04

Similar services:

Turret Villa Retirement Home

Moor House

Mendip House

Beaconsfield Court Care Home

Little Sisters Of The Poor

Manor House

Middleton Hall Ltd

Middlesbrough Intermediate Care Centre

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

CARE HOMES FOR OLDER PEOPLE Hollie Hill Care Home Durham Road Stanley Durham DH9 6QZ Lead Inspector Mrs Sue Lowther Unannounced Inspection 09:30 7 & 15th February 2007 th 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 Hollie Hill Care Home DS0000000718.V328179.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for 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. Hollie Hill Care Home DS0000000718.V328179.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Hollie Hill Care Home Address Durham Road Stanley Durham DH9 6QZ 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) 01207 280948 01207 280946 www.fshc.co.uk Tamaris Healthcare (England) Limited (wholly owned subsidiary of Four Seasons Health Care Limited) Mrs Janis Watson Care Home 62 Category(ies) of Dementia - over 65 years of age (32), Old age, registration, with number not falling within any other category (30), of places Physical disability (2) Hollie Hill Care Home DS0000000718.V328179.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. People with dementia over the age of 65 years of age to be accommodated within the 32 bedded unit for older people with dementia. These beds are not registered for the provision of continuous nursing care. The home may accommodate two service users under the age of 65 with a Physical Disability to reside in the general older persons unit. 25th January 2006 2. Date of last inspection Brief Description of the Service: Hollie Hill is a purpose built home that was opened in July 1996. Built to a high specification, it provides each resident with an individual room with its own en suite toilet and hand wash facility. The home is tastefully decorated throughout and residents are encouraged to bring their own pictures and small pieces of furniture to make their rooms more homely. Each section of the home has its own dining facilities and separate lounge. Bathrooms, showers and additional toilets are located throughout the building and all are fitted with special aids. The philosophy of care is based on 6 key principles: privacy, dignity, independence, choice, rights and fulfilment. The home is registered primarily for two groups of service users: 30 Older people with or without nursing care needs, and 32 people over 65 with dementia who do not need nursing care. These two groups are accommodated in two separate units. Hollie Hill aims to ensure that service users will receive the level of care that their own situation requires, to satisfy physical, personal, social, spiritual and emotional needs. The fees charged are between £364:50p and £465, which does not include hairdressing and personal newspapers. Hollie Hill Care Home DS0000000718.V328179.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced inspection of Hollie Hill Care Home took place on the 7 & 15 February 2007. Records were examined and a tour of the building took place. Time was spent talking to service users, staff and relatives. The manager supplied some information on a pre-inspection questionnaire. Questionnaires were also returned from some relatives and service users. Information obtained from these is reflected throughout the report. The inspection focussed on key standard outcomes for service users. What the service does well: What has improved since the last inspection? Since the last inspection copy of ‘Durham & Darlington Adult Protection Committee’s Inter-Agency Adult Protection Policy & Procedures’ on abuse and the protection of vulnerable adults has been obtained and is available in the home as recommended in the last report. The manager has obtained an appropriate management qualification, which will give her the skills to support and direct staff in their roles. Hollie Hill Care Home DS0000000718.V328179.R01.S.doc Version 5.2 Page 6 What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Hollie Hill Care Home DS0000000718.V328179.R01.S.doc Version 5.2 Page 7 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 Hollie Hill Care Home DS0000000718.V328179.R01.S.doc Version 5.2 Page 8 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. JUDGEMENT – we looked at outcomes for the following standard(s): Standard 3 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Assessment procedures are in place to ensure that the home can meet all of the needs of the people who go to live there. The home does not provide intermediate care. Therefore assessment of Standard 6 is not required. EVIDENCE: Care plans examined showed that a full pre-admission assessment had been carried out. The manager said that she visits the prospective service user before admission to the home. The service user and their relatives are involved in this process. This is to ensure that the home can meet the needs of the prospective service user. Hollie Hill Care Home DS0000000718.V328179.R01.S.doc Version 5.2 Page 9 Service users and relatives said that they were given enough information to decide whether the home was suitable. One relative said said, “I made the decision on behalf of my mother. I would not leave her here if I did not consider it to be the right place for her”. Another relative felt that the brochure supplied was misleading as it gave an overview of the type of service the company may provide. For example it shows photographs of physiotherapists and swimming pools, which are provided at some facilities but not all. This should be reviewed to make sure that people are aware of the specific facilities offered. Hollie Hill Care Home DS0000000718.V328179.R01.S.doc Version 5.2 Page 10 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. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 7, 8, 9 & 10 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Systems are in place to ensure that health care needs of service users are met. Service users can be confident that their privacy and dignity is protected and that they are treated with respect. EVIDENCE: The manager said that all of the service users have care plans. Six were looked at during the inspection. Whilst it is acknowledged that these have improved since the last inspection, further development would make sure that all staff are aware of the way people wish to be cared for. Records examined showed that service users receive visits from other healthcare professionals. These include district nurses, doctors, and care managers. Hollie Hill Care Home DS0000000718.V328179.R01.S.doc Version 5.2 Page 11 Medication systems were looked at during this inspection. The home uses a monitored dosage system. All of the medication was signed for on the medication administration records. The inspector spent time with the service users and relatives and saw that they are well cared for and comfortable. Service users and relatives said that the staff are polite, friendly and treat people with respect. One relative said, “I am delighted with the level of care but also the love, affection and support given to both my mother and myself. The staff could not be more helpful”. Another said “The staff show patience and tolerance to my mother as well as I am happy with the care my relative receives. Nothing seems to be too much trouble”. One service user said “They look after you well here and see to everything you want”. Another said, “ I am very pleasantly surprised with the way I am cared for here. The staff are superb”. All of the people spoken to confirmed that their privacy is maintained. Hollie Hill Care Home DS0000000718.V328179.R01.S.doc Version 5.2 Page 12 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. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 12, 13, 14 & 15 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The activities are varied and provide recreation for some of the people living in the home. Family and friends can visit the home at any time and are made to feel welcome. The meals are of a good standard. Menus are varied and service users are given a choice. EVIDENCE: The home employs an activities co-ordinator. Activities take place both inside and outside of the home. The indoor activities include board games, exercise classes, gardening and religious services. Outside entertainers visit the home on a regular basis. One service user said, “The activities are o.k. They are tailored to what you want to do”. Service users said they are encouraged to make choices about their lives. One said “I can get up and go to bed when I want. I have had a lie in the last few mornings. At night I ask the girls when I am ready for bed and they come as soon as they can”. Hollie Hill Care Home DS0000000718.V328179.R01.S.doc Version 5.2 Page 13 Most of the people said that they liked the food and that a choice is usually available. One service user said, “ The food is good. They will get me an alternative if I don’t like what is offered”. Nutritional assessments are undertaken and special diets are prepared when required. Hollie Hill Care Home DS0000000718.V328179.R01.S.doc Version 5.2 Page 14 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. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 16 & 18 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Service users can be confident that their concerns and complaints are dealt with appropriately and that safeguards are in place to protect them from abuse. EVIDENCE: Information is available for service users and visitors to the home on how to make a complaint. One complaint about care practice has been investigated by the home since the last inspection. The registered manager was on holiday at the time and staff did not follow company procedure, which resulted in a delay in the investigation. The company has since addressed this issue internally. Service users and families views are obtained through regular contact and an open door policy. Service users and relatives said that they feel confident in discussing any issues with the manager. One person said, “I never have to complain. Any concerns I have are always discussed and advice given is always down to earth and sound”. One relative said, “I have never had any problems but if I did I would go to the manager and I know she would sort it out. Training in adult protection is provided for all of the staff during their induction and is updated on a regular basis. Hollie Hill Care Home DS0000000718.V328179.R01.S.doc Version 5.2 Page 15 Since the last inspection a copy of ‘Durham & Darlington Adult Protection Committee’s Inter-Agency Adult Protection Policy & Procedures’ on abuse and the protection of vulnerable adults has been obtained and is available in the home. Hollie Hill Care Home DS0000000718.V328179.R01.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. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 19 & 26 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home is clean and well maintained. It is decorated and furnished to a good standard and provides a homely environment for the people who live there. EVIDENCE: The inspector looked around the home and found it to be light and airy. Individual bedrooms and communal areas were suitably furnished and decorated in a style liked by people living there. Residents spoken to said they liked being able to bring into the home small items of furniture along with pictures and photographs to make there own rooms more pleasant and feel more like home. Hollie Hill Care Home DS0000000718.V328179.R01.S.doc Version 5.2 Page 17 The communal areas of the home were clean and residents confirmed that their bedrooms were also cleaned to a good standard. One visitor said, “The home has a high quality of cleanliness”. There were no unpleasant smells apparent on the day of inspection. Hollie Hill Care Home DS0000000718.V328179.R01.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. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 27, 28, 29 & 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Staff are appropriately recruited, trained and in sufficient numbers to meet the needs of the people who live in the home. EVIDENCE: The home had staff files in place, which provided evidence that the appointment of new members of staff is made through proper recruitment processes. This includes the vetting of staff through the use of Criminal Record Bureau (CRB) checks, Protection of Vulnerable Adult checks (POVA) and written references. The staffing rotas were examined during the inspection. Staff felt that there are sufficient staff to meet the needs of the people who live in the home. Although some relatives who returned the questionnaires felt that staffing levels are sometimes inadequate positive comments were received from service users. One service user said “The staff are always available unless an emergency has arisen. They always do their best, which is all that can be expected. They do not have one to one staff and sometimes one has to be patient”. Hollie Hill Care Home DS0000000718.V328179.R01.S.doc Version 5.2 Page 19 There is a commitment to staff training with 60 of care staff having achieved a National Vocational Qualification in care at Level Two or above. Training has also taken place in adult protection, prevention of pressure ulcers, equality and diversity, fire safety, food hygiene, infection control, first aid and managing difficult behaviour. Certificates to confirm this were seen in staff files. Hollie Hill Care Home DS0000000718.V328179.R01.S.doc Version 5.2 Page 20 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. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 31, 33, 35 & 38 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Service users can be assured that the home is well managed and they are given the opportunity to comment on how the home is run. Policies and procedures are in place to safeguard their health, safety and wellbeing. EVIDENCE: The manager is well qualified, with several years experience in working with older people. She is a qualified nurse and has completed an appropriate management qualification since the last inspection. Hollie Hill Care Home DS0000000718.V328179.R01.S.doc Version 5.2 Page 21 The manager said that the surveys are carried out on a yearly basis. Service user and relatives views are obtained through regular contact and an open door policy. The company carries out a quality assurance and monitoring audit on a monthly basis. This covers all aspects of care delivery and environmental issues. Copies of these were available in the home. Pocket monies are kept in the home for people who request this. Two signatures are obtained and receipts are kept to ensure service users’ financial interests are safeguarded. Durham County Council have recently undertaken an audit of pocket monies as part of their contractual responsibilities. The recommendations made as a result of this audit have been implemented. Staff said that the manager and deputy are always available for advice and support. The manager confirmed that the home carries out regular health & safety checks but said that maintenance certificates are held at head office. One of the company directors completed a pre inspection questionnaire and confirmed that all maintenance and safety checks required by regulation were up to date. Hollie Hill Care Home DS0000000718.V328179.R01.S.doc Version 5.2 Page 22 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 3 3 X X X X X X 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 X X 3 Hollie Hill Care Home DS0000000718.V328179.R01.S.doc Version 5.2 Page 23 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. Standard Regulation Requirement Timescale for action 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 OP1 Good Practice Recommendations 2. OP7 Hollie Hill Care Home DS0000000718.V328179.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Darlington Area Office No. 1 Hopetown Studios Brinkburn Road Darlington DL3 6DS National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Hollie Hill Care Home DS0000000718.V328179.R01.S.doc Version 5.2 Page 25 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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