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Inspection on 06/07/06 for Hollins View Community Support Centre

Also see our care home review for Hollins View Community Support Centre for more information

This inspection was carried out on 6th July 2006.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Adequate. The way we rate inspection reports is consistent for all houses, though please be aware that this may be different from an official CSCI judgement.

The inspector found there to be outstanding requirements from the previous inspection report but made no statutory requirements on the home.

What follows are excerpts from this inspection report. For more information read the full report on the next tab.

What the care home does well

Hollins View Community Support Centre offers both short stay residential care and day care. It offers flexible services, including regular respite care to service users in the area. Staff members are appropriately trained and competent. They provide attentive and friendly care and support and have a good knowledge of service users needs. The registered manager has brought about many improvements to the premises and domestic staff ensure that the premises are kept clean and are homely and welcoming. The centre is fully adapted to provide care for older service users. All service users spoken with were complimentary about the care provided by a friendly and attentive staff team, the standard of housekeeping and the quality of food provided.

What has improved since the last inspection?

Since the last site visit in January 2006, a new assisted bath has been fitted and a new shower room has been created. Dispensers have been located in bathrooms and toilets to enable staff to access protective gloves and personal hygiene products and bedrooms have been supplied with liquid soap dispensers and paper towel holders. Three bedrooms have been fitted with attractive and practical impervious flooring and a programme of internal and external redecoration work is ongoing. Two washing machines and a freezer have been replaced and currently automatic fire door closures are being fitted to all bedroom doors. A new steam cleaner and a new carpet -shampooing machine have been purchased.

What the care home could do better:

The language in the Statement of Purpose needs revising to consistently describe the customer base. Currently the document refers to residents, potential clients and service users. There is a need for close monitoring of medication administration and for the recording of medication, to ensure service users receive their medication as prescribed. Hollins View would benefit from the appointment of an activities co-ordinator to arrange regular and suitable activities for residential service users to take part in. Staff members must ensure that bedroom doors are not propped open and all cleaning products must be appropriately stored. The recruitment procedures need to be rigorously applied to ensure all staff references and checks are completed prior to commencement of employment. Care plan and care programme information should be checked to ensure it has been completed fully, is explicit and not contradictory. Some of the care information is fragmented. The significant event records could be re- named and put to better use, to accurately reflect the care provided within each twenty -four hour period and to enable continuity of information and care.

CARE HOMES FOR OLDER PEOPLE Hollins View Community Support Centre Hollins View Clarke Terrace Macclesfield Cheshire SK11 7QD Lead Inspector Sue Dolley Key Unannounced Inspection 6th July 2006 09:45 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 Hollins View Community Support Centre DS0000036942.V295465.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. Hollins View Community Support Centre DS0000036942.V295465.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Hollins View Community Support Centre Address Hollins View Clarke Terrace Macclesfield Cheshire SK11 7QD 01625 534842 01625 503698 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) http/www.cheshire.gov.uk Cheshire County Council Christina Patterson Care Home 40 Category(ies) of Dementia - over 65 years of age (1), Old age, registration, with number not falling within any other category (40), of places Physical disability (5) Hollins View Community Support Centre DS0000036942.V295465.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The home is registered for a maximum of 40 service users to include: * Up to 40 service users in the category of OP (old age not falling within any other category) * Up to 5 service users in the category of PD (physical disability) aged between 55 and 64 years. * 1 service user in the category of DE(E) (dementia over 65 years of age). The registered provider must, at all times, employ a suitably qualified and experienced manager who is registered with the Commission for Social Care Inspection Staffing must be provided to meet the dependency needs of the service users at all times and will comply with any guidelines which may be issued through the Commission for Social Care Inspection 23rd January 2006 2. 3. Date of last inspection Brief Description of the Service: Hollins View is a Community Support Centre owned and managed by Cheshire County Council. The home is close to the centre of Macclesfield and offers long term, short term and respite services for a total of 40 service users along with twenty day care places on weekdays and five day care places at weekends. The premises provide accommodation on two floors. Part of the ground floor has been adapted to provide office accommodation for the home and for the community based services that operate from the building. Access between the ground and the first floors is via a passenger lift. The garden is accessible to service users. The service is mainly for older people aged 65 years plus and may provide care for up to one person aged over 65 years with dementia and up to 5 people with physical disabilities provided that the total number of service users does not exceed 40. Hollins View offers a wide range of care services to cater for a range of individual care needs. Bedrooms are situated on both floors and are single rooms with wash hand basin facilities. Four bedrooms have en suite facilities. Individual bedrooms are personalised, comfortably furnished and lockable. All bedrooms, bathrooms and communal areas are fitted with an emergency call system. There are several specially equipped bathrooms. The home is very busy and has a quickly changing population of service users who stay for between a day and two weeks usually, sometimes returning for further short periods as necessary. Hollins View Community Support Centre DS0000036942.V295465.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced site visit took place on 16th May 2006 over eight hours to assess if service users’ needs were being met. A tour of the building included several bedrooms, shared areas such as lounges and dining areas, bathrooms, toilets and the kitchen and laundry areas. Several members of the management and care staff contributed to the inspection process and five service users were spoken with and commented on the services provided. What the service does well: What has improved since the last inspection? Since the last site visit in January 2006, a new assisted bath has been fitted and a new shower room has been created. Dispensers have been located in bathrooms and toilets to enable staff to access protective gloves and personal hygiene products and bedrooms have been supplied with liquid soap dispensers and paper towel holders. Three bedrooms have been fitted with attractive and practical impervious flooring and a programme of internal and external redecoration work is ongoing. Two washing machines and a freezer have been replaced and currently automatic fire door closures are being fitted to all bedroom doors. A new steam cleaner and a new carpet -shampooing machine have been purchased. Hollins View Community Support Centre DS0000036942.V295465.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. Hollins View Community Support Centre DS0000036942.V295465.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 Hollins View Community Support Centre DS0000036942.V295465.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 1,3, 4 and 6. Quality in this outcome area is good.This judgement has been made using available evidence including a visit to this service. Some of the language used in the statement of purpose needs to be amended to consistently describe the customer base. The centre provides intermediate care, respite care, and day care at times to suit individual demand and offers a very flexible service to an ever-changing population of older service users with a range of care needs. EVIDENCE: Hollins View has a statement of purpose, which has recently been updated and provides useful information to the readers about the staffing, and the type of service provided. Advice was given about the language used within the document to describe the customer base. This needs to be consistent as currently people who use the service are described as, residents, potential clients and service users. A separate and colourful service user guide provides clear, concise, easy to read information to explain the service, the accommodation and care provided. Hollins View Community Support Centre DS0000036942.V295465.R01.S.doc Version 5.2 Page 9 It also contains information about how to comment or complain about the service. There is a useful welcome/information pack available to help service users familiarise themselves with the facilities and the service provided. Prior to a short stay being agreed a social services representative prepares an assessment of need and potential challenge to admission, which is forwarded to the residential care co-ordinator and converted, to a care programme. A care programme pen picture is completed and this includes personal information. Staff members have access to this and it is kept confidential in the duty office, is shared with staff at handover times and can be shared with District Nurses when necessary. Care programmes are usually agreed with each service user and care needs are regularly reviewed to ensure changing needs are met. A specialist Nurse Practitioner attends the centre each Monday. District nurses can attend to deal with individual needs and the centre works with the Nurse Triage Assessment Team who are available on a daily basis for advice and to attend to individual situations. Six intermediate care beds are contracted through the East Cheshire Primary Care Trust and a further six places can be made available as and when required. Hollins View Community Support Centre DS0000036942.V295465.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 7,8,9,10 and 11. Quality in this outcome area is adequate.This judgement has been made using available evidence including a visit to this service. Health and personal care needs are assessed, addressed and met and service users are referred to health professionals as appropriate. Gaps in the recording of medication indicate a need for careful and accurate recording and close monitoring to ensure service users receive their medication as prescribed. EVIDENCE: The management and care staff members are very experienced in the care of older people. Community –based nurses and other health professionals may provide support to service users during their stay. The centre is equipped to meet the care needs of older service users and the care files showed that appropriate referrals for specialist therapeutic care are made. Hollins View Community Support Centre DS0000036942.V295465.R01.S.doc Version 5.2 Page 11 During the site visit, four service users’ care files were checked. The assessments and care files were positively written, self –care abilities were described, and contact information was provided. Recent social and medical history information and circumstances leading to placements were well described. The date of assessment had not been recorded on the majority of functional ability assessment records. Advice was given as the first care file checked had a care programme in place but this had not been signed by the service user, key worker or carers to show understanding and agreement. However, all assessment documents and care programmes stored in bedrooms were signed. The information contained in the care records was sometimes fragmented and sometimes did not reflect continuity of care. In a recent quality standards survey 26 of service users said they hadn’t seen a care plan. The second care file contained contradictory information about the risk of falling, with one assessment stating that the service user was at risk of falling and another stating that there had been no history of falls within the last two years although the current stay in the home was to promote mobility. A third file gave contradictory information about the date of admission and although the short stay was for a period of assessment there had been a delay in the allocation of a social worker and a consequent delay in arranging the necessary assessment and a need to extend the stay. There was also no daily record of care for one day during the stay. The care programme did not record the desired outcome of the stay. The fourth care file was checked. Although the accident records indicated a fall and treatment provided by a district nurse the fall was not recorded within the notes of health care visits and treatment. The care programme did not indicate the name of the key worker or record the desired outcome of the stay. See Recommendation 1. During the site visit care staff were seen to encourage service users to retain their independence and to support them. Care staff members were attentive and were knowledgeable about service users. The observed contacts between service users and staff members were friendly, respectful, kindly and reassuring. Four of the service users spoken with confirmed that they had been happy to return for short stays and had felt well cared for. Hollins View Community Support Centre DS0000036942.V295465.R01.S.doc Version 5.2 Page 12 All the medication administration records commencing 1st July 2006 were checked. Despite some good practice in monitoring the recording and administration of medication and some improvement in this area there were still unexplained gaps in recording and some medication had not been given as prescribed. The medication files contained useful sample staff signatures and initials to help identify staff and the medication records contained photographs of service users to aid identification. From the signatures of staff provided, it appeared that up to 15 staff were trained and available to administer medication although the pre inspection material provided by the registered manger indicated that only 10 staff members were able to administer medication. Lists of omission codes were also supplied. In one medication record the Christian name of one service user differed between the photograph and the medication record. The application of a pain relief patch had not been recorded on the medication administration records but had been recoded in the controlled drugs record. The G.P. contact number had not been recorded for three service users. One unrecognised omission code had been used, four times. One medication was out of stock for a total of eight doses over three days and there were four unexplained gaps in the recording of medication. Tippex had also been used to correct an error in recording. See Requirement 1 and Recommendation 2. Where service users were able to self-administer medication this had been agreed and risk assessments had been undertaken. Staff members were available to monitor and advise and assist whenever necessary and each service user had a lockable space in which to store medication. The management team and senior care staff are very experienced in the care of older people, and would support and supervise care staff in handling seriously ill and dying service users with dignity and sensitivity. There is a policy and procedure in place to provided guidance to staff in the event of a death. Although the centre is mainly currently used for short stay/respite care/ residential intermediate care, staff ensure they have sufficient contact information regarding service users wishes regarding death and dying should an unexpected death occur. Hollins View Community Support Centre DS0000036942.V295465.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14 and 15. Quality in this outcome area is adequate. This judgement has been made using available evidence including visits to this service. There are limited opportunities for leisure and recreational activities to suit service users’ expectations, preferences ad capacities. Service users are enabled to exercise choice in relation to routines of daily living. They enjoy the flexibility and individual approach to caring within the centre. EVIDENCE: At present service users having a short stay are invited to join the activities arranged for day care service users. Opportunity for this is limited by the amount of available space. Also because activities staff usually attend to the personal care needs of those attending for day care who have critical and substantial needs it would not be practical to accommodate a large number of additional service users. Large notice boards describe the daily available activities, however some service users spoken with had not realised they were invited to join the activities. In discussion with service users and from comments within the quality standards questionnaires it was confirmed that there is a lack of social and recreational activities for those receiving residential care. See Recommendation 3. Hollins View Community Support Centre DS0000036942.V295465.R01.S.doc Version 5.2 Page 14 Service users confirmed that they have the opportunity to exercise choice in relation to routines of daily living, rising and retiring times, meals and mealtimes. They appreciated the flexibility within the centre to meet their individual needs and wishes. The service users spoken to also said that they enjoyed having access to the hairdresser during their visits. Hollins View has an open door policy and friends and family can visit at any time, which is suitable for their family member. To enable social contact, two public pay phones are provided which can also receive incoming calls. At Hollins View there is a five -week rolling menu. Special diets and the dietary needs and wishes of people from minority ethnic groups can be catered for. The main meal of the day is provided at lunchtime. Service users spoken with said that meals were good and varied and that food was always plentiful with alternatives provided. Daily menus were provided at each dining table, tables were attractively laid and mealtimes were observed to be unhurried and social occasions. Hollins View Community Support Centre DS0000036942.V295465.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 inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 16,17 and 18 Quality in this outcome area is good. This judgement has been made using available evidence including visits to this service. Full and complete complaints records are kept showing the action taken to find a resolution and outcome. Hollins View can facilitate access to available advocacy services to assist service users and their supporters when they need help in protecting their legal rights. Although staff are alert to the potential for abuse some yet need training to raise their awareness to help protect service users. EVIDENCE: The records of the two complaints made within the last twelve months were checked and provided full information with details of investigation and outcomes shown. Information regarding how to make a complaint is provided to all service users and service users are encouraged to voice their concerns. All service users have the support of social services representatives who can advise and liaise with advocacy services should the need arise. Hollins View provides literature via Age Concern regarding available advocacy services from which advice and support can be obtained. Hollins View Community Support Centre DS0000036942.V295465.R01.S.doc Version 5.2 Page 16 The community support centre offers predominantly short stay care and therefore has limited involvement in promoting the civil rights of service users to vote and take part in the political process. Staff members have a basic awareness of adult protection and have the Department of Health guidance ‘No Secrets’ available to refer to. A whistle blowing policy is available to staff to enable them to respond appropriately to any suspicions or evidence of abuse.Staff members are being nominated for adult protection training and training resources are available to use. Hollins View Community Support Centre DS0000036942.V295465.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 19,22,24 and 26 Quality in this outcome area is good. This judgement has been made using available evidence including visits to this service. Hollins View is well maintained, clean and decorated and furnished to a good standard, which helps to create a comfortable and welcoming environment for the benefit of service users. EVIDENCE: Service users were seen moving freely between their bedrooms and the communal areas. Access for service users between the ground floor and first floor is via the passenger lifts or stairways and a call alarm system is in place to enable service users to access help and support when needed. Staff members take a pride in the environment and the standard of housekeeping is good. The premises were clean throughout and regular monitoring checks are undertaken to ensure the environment is maintained for the comfort of service users. Hollins View Community Support Centre DS0000036942.V295465.R01.S.doc Version 5.2 Page 18 To summarise recent improvements to the premises, a new assisted bath has been fitted and a new shower room has been created. Dispensers have been located in bathrooms and toilets to enable staff to access protective gloves and personal hygiene products. Bedrooms have been supplied with liquid soap dispensers and paper towel holders. Three bedrooms have been fitted with attractive and practical impervious flooring and a programme of internal and external redecoration work is ongoing. Ample communal space is provided and all areas are smoke free. The lounges are homely and varied in size. This enables service users to have a choice of where to socialise, sit and relax. Toilets are situated throughout the centre, many of them close to lounge and dining rooms. Service users may have a key to their rooms on request and lockable storage space is provided. The bedrooms are well furnished and specialist equipment is available to assist service users to maximise their independence and make their stay comfortable. To make them feel at home, service users are encouraged to personalise their rooms with small possessions. Advice was given at feedback to the inspection regarding some inappropriate storage around the premises including the storage of two urinals, disposable bowls and a catheter bag. In the kitchen a piece of equipment was leaking water onto the floor. Two containers of food were inappropriately stored. Advice was also given regarding these matters. The kitchen and laundry areas were checked, and were orderly and clean. Protective clothing was available for use and policies and procedures and guidance were in place to inform staff about maintaining a safe environment. Hollins View Community Support Centre DS0000036942.V295465.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 27,28,29 and 30 Quality in this outcome area is good. This judgement has been made using available evidence including visits to this service. Staffing levels are generous and staff members are encouraged to undertake appropriate training. The recruitment checks need to be a little more thorough to ensure service users are protected. EVIDENCE: Staffing levels are generous to ensure staff members have time to complete all necessary care and support tasks. The skill mix of staff is appropriate to meet the needs of the service user group and there is a competent and confident staff team in place. Cheshire County Council are committed to providing training opportunities to ensure staff have the appropriate skills and knowledge to deliver the necessary level of care to service users. The staff team have been keen to undertake and complete training. 61 of care staff have been trained to NVQ level 2 or above and NVQ training is continuing for more staff members. Hollins View Community Support Centre DS0000036942.V295465.R01.S.doc Version 5.2 Page 20 The recruitment procedures were checked. Two recruitment files did not contain photographs of the staff members. One recruitment file contained a CRB check with evidence of a conviction although there was no evidence on the recruitment file to indicate that the conviction had been discussed with the member of staff. It was later discovered that this information had been recorded on the staff members’ supervision file. Advice was given regarding these matters. Hollins View Community Support Centre DS0000036942.V295465.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 31,33,35 and 38. Quality in this outcome area is adequate. This judgement has been made using available evidence including visits to this service. There are clear of accountability within the centre, which helps to ensure that service users’ best interests are safeguarded and the health, safety and welfare of service users and staff are promoted and protected. EVIDENCE: The locality manager is responsible for the community support centre, heads the management team and is supportive. The registered manger is experienced in the provision of care for older people with relevant qualifications for the post and a pro-active approach to progress and improve the facilities and services within the centre. The registered manager has completed the Registered Managers Award and is supported by care coordinators. There are clear lines of accountability within the centre. The management team are open to constructive criticism and respond well to Hollins View Community Support Centre DS0000036942.V295465.R01.S.doc Version 5.2 Page 22 suggestions for improvement for the benefit of service users and staff. The management approach creates an open, positive and inclusive atmosphere. The results of a recent quality standards survey were available to view for the period April 2005 to March 2006. Cheshire County Council Performance Assurance Information Development Unit had collated the following results. 94 of service users said they always felt safe and secure when receving care. 78 of service users said staff always completed tasks satisfactorily. 85 of service users said staff always respond quickly to changing need. 88 of service users said they always found care staff polite and respectful. 97 of service users said they were made welcome in the centre when they first arrived. 73 of service users said they were very satisfied with the meals. 80 of service users said that the service definitely helped them. All community support centres operate a user forum system which enables and encourages service users to voice their views on care arrangements. This system, allows the management team to reflect on comments made and on the services provided and bring about changes for improvement. During the site visit, five examples of service users’ balances of personal monies held for safekeeping were checked along with the related records. All balances and records were accurate with receipts kept as appropriate. The centre’s management team ensure that staff members receive suitable induction, including training on moving and handling, fire safety and infection control and a detailed training schedule for each member of staff is retained. The registered manager ensures that risk assessments are carried out and recorded in respect of all safe working practice topics. The accident records were checked and accidents were thoroughly recorded. The fire policies and procedures manual was checked and provided evidence of satisfactory fire safety checks and training. Regular monthly monitoring visits of the provision are undertaken by the locality manager and any comments received are acted upon for the benefit of service users. Despite the registered manager providing written and verbal reminders to care staff and domestic staff to ensure fire door are kept closed, two bedroom doors and a fire door to the laundry area were found to be propped open during the site visit. The registered manager explained that one service user refused to have their door closed. A risk assessment had been completed, the fire safety officer had been informed and all staff members are aware of the situation. The second bedroom door had been propped open by a visiting health care professional who had placed a wheelchair in the doorway. The laundry door Hollins View Community Support Centre DS0000036942.V295465.R01.S.doc Version 5.2 Page 23 had been left propped open due to extremes of temperature that had been experienced during unusually hot weather. Contractors were busy fitting automatic door closure devices to all bedroom doors during the site visit. This work will allow service users to have their doors open if they wish. Doors must not be propped open as this creates a fire risk. See Requirement 2. Hollins View Community Support Centre DS0000036942.V295465.R01.S.doc Version 5.2 Page 24 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 X 3 3 X 3 HEALTH AND PERSONAL CARE Standard No Score 7 2 8 3 9 1 10 3 11 3 DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 2 13 2 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 3 18 3 3 X X 3 X 3 X 3 STAFFING Standard No Score 27 3 28 3 29 2 30 4 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 X X 2 Hollins View Community Support Centre DS0000036942.V295465.R01.S.doc Version 5.2 Page 25 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 OP9 Regulation 13 Requirement Timescale for action The registered person must make arrangements, for the recording, handling, safekeeping, safe administration and disposal of medicines received into the 31/08/06 care home. (Similar requirements were made at three previous inspections on 14/12/04, 6/07/05and 23/01/06). Staff must ensure that bedroom doors and other fire doors are not propped open. (This requirement remains not met from the previous three inspections). 31/07/06 2 OP38 23 Hollins View Community Support Centre DS0000036942.V295465.R01.S.doc Version 5.2 Page 26 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 OP7 Good Practice Recommendations Ensure care records are fully completed with all pertinent information. Ensure records accurately reflect care given within each twenty- four -hour period of care and that information provided to care staff is not contradictory. Ensure the lists of staff trained and able to administer medication are up to date. The registered person should consult service users receiving residential care about their social interests, and make arrangements to enable them to engage in, social and community activities. 2 3 OP9 OP12 Hollins View Community Support Centre DS0000036942.V295465.R01.S.doc Version 5.2 Page 27 Commission for Social Care Inspection Northwich Local Office Unit D Off Rudheath Way Gadbrook Park Northwich CW9 7LT 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 Hollins View Community Support Centre DS0000036942.V295465.R01.S.doc Version 5.2 Page 28 - 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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