Inspection on 14/06/07 for Ilford Park Polish Home

This inspection was carried out on 14th June 2007.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is (sorry - unknown). 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

Ilford Park Polish Home 08/02/06

Ilford Park Polish Home 07/09/05

Ilford Park Polish Home 19/01/05

Ilford Park Polish Home 17/08/04

Ilford Park Polish Home 02/03/04

Similar services:

Fairfields Country Rest Home

Queensmount

Poldhu

Trevaylor Manor

Didsbury Court Rest Home

Belma

Hunters Care Centre

Manor Lodge

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

CARE HOMES FOR OLDER PEOPLE Ilford Park Polish Home Stover Newton Abbot Devon TQ12 6QH Lead Inspector Peter Wood and Fiona Cartlidge Unannounced Inspection 14th June 2007 10:00 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Ilford Park Polish Home DS0000028772.V335570.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. Ilford Park Polish Home DS0000028772.V335570.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Ilford Park Polish Home Address Stover Newton Abbot Devon TQ12 6QH 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) 01626 353961 01626 335088 www.veterans-uk.info Service Personnel & Veterans Agency Clare Thomas Linda McVeigh Care Home 95 Category(ies) of Dementia - over 65 years of age (81), Mental registration, with number Disorder, excluding learning disability or of places dementia - over 65 years of age (81), Old age, not falling within any other category (81), Physical disability over 65 years of age (95) Ilford Park Polish Home DS0000028772.V335570.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. Only 14 beds for the provision of nursing care in category PD (E) One Service User (named elsewhere) who is under the age of 65 may continue to be accommodated. 8th February 2006 Date of last inspection Brief Description of the Service: Ilford Park is probably a unique facility. It is only for people of Polish origin including those who need personal and / or nursing care by reason of old age, including mental or physical disorder. The home provides care for people aged sixty-five and over, who must satisfy conditions of eligibility for admission under the Polish Resettlement Act 1947. The home is registered to provide personal care for up to 81 service users, and there is also a nursing unit for up to 14 people. The home does not provide Intermediate Care. The present accommodation was purpose-built as a care home to very high specifications in 1992, replacing the former accommodation previously used for purposes of resettlement, which remain unused in the extensive grounds. Ilford Park is a very spacious, well-designed home set around a large courtyard garden, and within extensive grounds that are easily accessible. The large home is divided into four somewhat separate units, each centred on its own “Day Space” consisting of lounge, dining area and kitchen. There are also five bungalows next to the main building which can accommodate people with less care needs or for visiting relatives. Ilford Park is in a rural location about three miles from Newton Abbot, and is reached via a long private drive. The home is now administered by the Service Personnel and Veterans Agency, an Executive agency of the Ministry of Defence. There is an emphasis on promoting Polish culture; many of the staff are Polish speakers and there is a resident Catholic priest. All documentation is available in Polish and/or English. The different areas of the home have Polish names. There is a small shop offering Polish foodstuffs, open every day to service users and also to the general public. A Polish style diet is usually offered at mealtimes. Fees are £247 for personal care, £369 for nursing care. Ilford Park Polish Home DS0000028772.V335570.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This inspection was unannounced and took place over one weekday in June 2007. As the home offers both personal and nursing care an inspector from each of the two disciplines jointly undertook the inspection, each focussing on particular aspects. The focus of this inspection was to inspect all key standards and to seek the views of residents, staff, relatives and professional visitors to the home, the latter including the use of survey forms. At the time of writing nine “Have Your Say about Ilford Park Polish Home” survey forms (in Polish) were returned from residents, nine care workers’ survey forms were returned, together with nine survey forms from relatives, carers or advocates of residents. During the inspection visit time was spent with the registered manager and other staff. Documentation was examined, particularly relating to staff recruitment, training and support, and residents’ assessment and care planning, and medication. A full tour of the building was undertaken, and interaction between staff and residents, and staff attitudes towards residents were observed throughout the inspection. About ten residents were consulted throughout the day, as was a visiting professional who happened to be at the home on the day of the inspection. The Pre-Inspection Questionnaire was also examined as part of the inspection. What the service does well: Quality in all seven outcome areas (see page eight) is either excellent or good. This judgement has been made using available evidence including a visit to this service. 1. Quality in this outcome area is good. Prospective residents are given all the information they need to make an informed choice about whether or not to apply to live at Ilford Park. The home’s systems for admission are as thorough and comprehensive as its unique eligibility criteria and national catchment area allows. 2. Quality in this outcome area is good. Residents’ health, personal and social care needs are properly assessed and met and residents are treated respectfully. The home’s practices relating to medication administration protect the residents from risk. 3. Quality in this outcome area is excellent. Residents continue to experience their Polish culture living at this home. Social activities provide daily interest for the residents. Contact is maintained and enabled with families and friends. Residents are encouraged Ilford Park Polish Home DS0000028772.V335570.R01.S.doc Version 5.2 Page 6 to exercise choice and meals are nutritious, varied and often in the Polish style. 4. Quality in this outcome area is excellent. Residents are listened to and issues resolved promptly. Complaints and suggestions from residents, relatives or other visitors to the home, are treated seriously. Residents are consulted about the running of the home. 5. Quality in this outcome area is excellent. Residents live in a superior, purpose-built and well-maintained home that is comfortable, clean and safe and which has every facility to meet their needs. 6. Quality in this outcome area is good. Residents are cared for by staff in sufficient numbers to meet their needs. Staff are competent by experience and training, though the target of 50 trained care staff has not been reached. Robust recruitment processes protect vulnerable residents. 7. Quality in this outcome area is excellent. Residents live in a well run home. The manager and staff team strive to provide a stimulating, safe environment that respects and protects residents’ rights. What has improved since the last inspection? What they could do better: The home meets or exceeds virtually all the key National Minimum Standards inspected on this occasion. The home employs seven registered nurses, fifty-six care staff and twenty-five ancillary staff. Seventeen care staff, representing 30 have achieved NVQ level 2 or above, less than the 50 target. Staff are recruited partly for their ability to speak Polish. The reason for the shortfall is due to the number of Polish staff transferred from an agency. That increased the overall numbers of care staff, but as none of those staff had NVQs, reduced the overall percentage. Progress was being made to return to 50 when the Training Provider went bankrupt. A number of staff are about to register for the course Ilford Park Polish Home DS0000028772.V335570.R01.S.doc Version 5.2 Page 7 with South Devon College to start on 18/09/07 which runs for eighteen weeks. A requirement has been made for this 50 target to be reached to ensure that care staff are appropriately trained to care for the residents in a professional way. The requirement will be met if sufficient staff start the course on 18/09/07. 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. Ilford Park Polish Home DS0000028772.V335570.R01.S.doc Version 5.2 Page 8 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Ilford Park Polish Home DS0000028772.V335570.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 1, 3, 6 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Prospective residents are given all the information they need to make an informed choice about whether or not to apply to live at Ilford Park. The home’s systems for admission are as thorough and comprehensive as its unique eligibility criteria and national catchment area allows. EVIDENCE: The home produces a large pack of information, which includes an application form and the last CSCI inspection report, so that prospective residents know all about the home and the eligibility criteria for admission to the home before making application. The home receives referrals for prospective residents who fit the criteria set out by the Service Personnel and Veterans Agency, i.e., for people aged sixty-five and over, who must satisfy conditions of eligibility for admission under the Polish Resettlement Act 1947. These applications and Ilford Park Polish Home DS0000028772.V335570.R01.S.doc Version 5.2 Page 10 referrals come from all over the country. It is therefore not possible for the manager to undertake a pre-assessment prior to a resident’s admission. Also due to some people already having advanced stages of dementia it has not always been possible for staff to have information because the individual concerned is unable to give it to them. However, it is usually now the case that Local Authority Social Services Departments agree to undertake a care needs assessment of eligible prospective clients living within their area. Prospective residents are invited and encouraged to come and look at Ilford Park before making application, and about half take up that offer. Inspection of individual residents’ files revealed that, although there may not have been a comprehensive care needs assessment at the point of admission, sufficient assessment was subsequently undertaken to generate a proper plan of care, which is regularly reviewed. More recent admissions have a full needs assessment. The home does not offer intermediate care. Ilford Park Polish Home DS0000028772.V335570.R01.S.doc Version 5.2 Page 11 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9, 10 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents’ health, personal and social care needs are properly assessed and met and residents are treated respectfully. The home’s practices relating to medication administration protect the residents from risk. EVIDENCE: Detailed Care Plans were seen which were generated from comprehensive assessments. These are reviewed regularly. Risk assessments were seen with respect to safe handling. Night care needs, continence aids, diabetes care and such food requirements were documented and known to the staff consulted. The home has sufficient numbers of competent staff, with the backup of specialist equipment, including a specialist nursing wing, to care for very dependent clients. There was a clear record of involvement of other members of the multidisciplinary team in the residents’ plans of care. Residents can self-medicate subject to a satisfactory risk assessment. The home has good Ilford Park Polish Home DS0000028772.V335570.R01.S.doc Version 5.2 Page 12 policies, procedures and practices for the proper administration of medication, which were specifically observed during the inspection. A visiting mobile dentist was keen to comment that this home was “head and shoulders” above any other care home he visits. Residents were observed to be, and reported that they were, treated with respect by staff. Residents consulted reported that staff were “very good”, and “caring”. Relatives who returned the survey forms overwhelmingly expressed their satisfaction with the home. Their comments are quoted later in this report. Ilford Park Polish Home DS0000028772.V335570.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. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14, 15 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Residents continue to experience their Polish culture living at this home. Social activities provide daily interest for the residents. Contact is maintained and enabled with families and friends. Residents are encouraged to exercise choice and meals are nutritious, varied and often in the Polish style. EVIDENCE: Although set in the English countryside of Devon, in many respects Ilford Park has the “look and feel” of a “mini Poland”. The majority of the residents living at the home are of Polish birth, though there are residents of other countries who meet the criteria for admission to the home under the Polish Resettlement Act 1947. The home is divided into four units, connected by Polish street names. All notices are in Polish (and additionally usually in English), as is all documentation. All staff (many of whom have worked at Ilford Park for many years) understand Polish, many speak the language, several are Polish themselves and some have come from Poland specifically to work at Ilford Park. The shop within the home also serves the local Polish community. A Ilford Park Polish Home DS0000028772.V335570.R01.S.doc Version 5.2 Page 14 Polish Catholic priest is resident in one of the bungalows within the grounds of the home and is available to provide ministry to residents at a time of need as well as regular services of worship, confession and Holy Communion. The home also has a chapel which is used daily by residents and people from the local community who join with the residents to attend Sunday worship and Mass. This is very much a focal and integral part of life for many of the residents. It also provides a regular common interaction with the local community enhanced by regular contact from the Bishop with home. Although most residents would be Roman Catholic, there are sometimes residents who are Jews or Russian Orthodox. In each instance a relevant member of the clergy (Rabbi and Russian Orthodox Priest) has visited the individuals. Residents consulted said they very much valued the continuation of a way of life, being part of a Polish culture and helping in coming to terms with the many losses in their lives. Some of these losses are specific to Polish people who suffered terribly during recent history. Some of these losses are common to many people, such as the death of a spouse. Residents consulted did not think that a care home catering for predominantly English culture would meet their needs other than for care, and therefore preferred to live in a home offering a Polish culture that had become a way of life over many years. Residents are encouraged and enabled to do as much for themselves as possible. Residents have a range of activities, some of which are published in the colourful newsletter, and on several noticeboards around the large building. Residents can choose whether or not to partake in a large range of activities, from using a couple of dedicated computers, to playing pool, darts, to shopping trips three times a week. Resident’s rooms reflected their personality, often containing items of their own furniture, usually with many pictures, as well as smaller personal items. Residents who are able to do so come and go as they please, with an “In-Out” board to indicate whether or not the resident was in the building. Those with friends or relatives (often some distance away) are enabled to retain face-to-face contact with them. Residents consulted confirmed that their families and friends could visit when they choose. The home has five bungalows within its grounds and one of these is available to any visitors who wish to stay. Staff confirmed that this is a popular option for many family members who travel long distances because this accommodation affords the possibility to spend more than a few hours with their relative. This service is offered to visiting friends or relative at modest cost. The lunchtime meal sampled in one of the four “day spaces” was a famous traditional Polish Hunter’s Stew called Bigos. Many of the meals at this Polish home are of Polish cuisine or origin. Opinion varied amongst the residents who chose this meal as to the genuineness of that particular recipe. Staff consulted stated that it was difficult to meet everyone’s preferences because the same Polish dish would be cooked differently dependent on the region from which a resident came. Residents have a choice at every meal. Four choices were Ilford Park Polish Home DS0000028772.V335570.R01.S.doc Version 5.2 Page 15 observed at lunchtime. Several residents consulted made comments about the variability of the food quality, though mostly they said it was more than satisfactory and did not extend their comments into complaints. The cook is aware of each resident’s requirements owing to their medical condition, but also their preferences. Advice has been sought in the past from dieticians to ensure the attractive menu is also a healthy one. Residents who required assistance with their meal were given such assistance as required in a discrete manner. Menu plans accompanied the Pre-Inspection Questionnaire. Ilford Park Polish Home DS0000028772.V335570.R01.S.doc Version 5.2 Page 16 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): 16, 18 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Residents are listened to and issues resolved promptly. Complaints and suggestions from residents, relatives or other visitors to the home, are treated seriously. Residents are consulted about the running of the home. EVIDENCE: The home has a complaints procedure, and follows the good practice promoted in the National Minimum Standards that issues are resolved before they escalate to become complaints. The home goes further than mere reacting to expressions of dissatisfaction by involving the whole community of managers, staff, residents and also relatives in as much of the running of the home as possible. There is a complex matrix of group meetings, some with the status of Councils, which inform management of the views of as many stakeholders as possible. The home received three complaints since the last inspection. All were responded to within 28 days. One was substantiated, one partially substantiated. No complaints were made to CSCI. Several residents consulted made comments about the variability of the food quality, though mostly they said it was more than satisfactory and did not extend their comments into complaints. Residents living near the front of the house commented that the Ilford Park Polish Home DS0000028772.V335570.R01.S.doc Version 5.2 Page 17 noise from the doors banging was difficult to tolerate, particularly late in the day and at night. The main doors were the main culprits. The manager was aware of these comments and had put in measures to reduce the need for some fire doors to have to self-close during the day. The solution was to replace the door closers with a more expensive device which shut the door when triggered by the fire alarm, but otherwise allowed the door to remain open. That solution, however, is not possible for all doors. The manager has tried other measures to reduce the noise but is to continue to investigate other silencing solutions. The home has good procedures and a training programme in place to protect residents from any form of abuse. A detailed and up to date policy an adult protection is available for staff. Staff consulted said they knew how to respond appropriately should there be a suggestion of abuse. Ilford Park Polish Home DS0000028772.V335570.R01.S.doc Version 5.2 Page 18 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): 19, 20, 21, 22, 23, 24, 25, 26 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Residents live in a superior, purpose-built and well-maintained home that is comfortable, clean and safe and which has every facility to meet their needs. EVIDENCE: Ilford Park was built to very high specifications by central government as a “flagship” care home fifteen years ago, and has been well maintained ever since to retain its high standards. These standards meet, but generally exceed, the National Minimum Standards. The home is well maintained, decorated and furnished on a planned basis, and is set in its own grounds of park-like dimensions. The attractiveness of these grounds would be enhanced by the demolition and removal of the huts which formed the accommodation of the previous Polish resettlement camp. These huts are now derelict, detract from Ilford Park Polish Home DS0000028772.V335570.R01.S.doc Version 5.2 Page 19 the current home, and may serve as an unhelpful reminder of current residents who previously lived in those huts. The Pre-Inspection Questionnaire lists the changes to the premises since the last inspection. These include: all rooms that had ensuite baths have been changed to ensuite showers; twenty additional magnetic door closers have been fitted; a new pathway built so that residents can walk around the perimeter of the home; a large screen TV and DVD have been installed in the Community Hall at residents’ request; DVD players have been put in all lounges; the process of replacing the manual nursing beds with electric beds has started; a “T loop” system (for deaf people) has been fitted in the church, plus two portable units have been purchased. All these additions enhance the quality of life of the residents. Several cleaners were working in the home during the inspection. Residents commented that the home is always clean and fresh. Clinical waste disposal is managed through a yellow bag system, which is clearly marked. Staff providing personal care for residents were observed to wear gloves and aprons as appropriate. Though not inspected in detail, the central kitchen and the central laundry were observed and found to be clean with all relevant equipment and proper procedures observed. Ilford Park Polish Home DS0000028772.V335570.R01.S.doc Version 5.2 Page 20 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): 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. Residents are cared for by staff in sufficient numbers to meet their needs. Staff are competent by experience and training, though the target of 50 trained care staff has not been reached. Robust recruitment processes protect vulnerable residents. EVIDENCE: Staff are carefully recruited, inducted and trained. Numbers and competence of staff, by reason of experience and training, is good at this home. The home uses a proper application form with a declaration of no convictions, undertakes CRB (Criminal record Bureau) checks and undertakes proper references. The home provides training in health and safety topics as required, and enables and encourages staff to undertake NVQs (National Vocational Qualifications) and other qualifications, training and research. Training is in-house, or by using a range of different training providers, or distance learning, or high university research such as in Dementia Mapping and Dementia Care. At the present time, the Head of Ilford Park Polish Home and the Nurse Manager have completed the Registered Manager’s Award. The home employs seven registered nurses, fifty-six care staff and twenty-five ancillary staff. Seventeen care staff, representing 30 have achieved NVQ level 2 or above, less than Ilford Park Polish Home DS0000028772.V335570.R01.S.doc Version 5.2 Page 21 the 50 target. Staff are recruited partly for their ability to speak Polish. This may be the reason for the lower than the target percentage of staff with NVQs. Random samples of staff files, including those who have started working at the home since the last inspection were inspected. These contained all required and other documentation including two written references, copies of birth certificates, passports and photographs, evidence of CRB checks, a Health Declaration, and a Notification of Security Clearance from the Defence Vetting Agency. The latter Notification is because all staff employed at the home are subject to Ministry of Defence vetting procedures. The Pre-Inspection Questionnaire lists staff training undertaken during the past 12 months. This includes: POVA (Protection of Vulnerable Adults); Pressure Area Care; Speech therapy, Diet and Swallowing; Epilepsy and Stroke Care; Manual Handling; Bereavement; Fire Protection Training; Continence; Mental Health; Sensory Impairment. The Pre-Inspection Questionnaire lists the details of future training planned. This includes: Listening and Responding; Key Worker and Care Planning; Dementia Care; First Aid and continue with Induction and NVQ. Ilford Park Polish Home DS0000028772.V335570.R01.S.doc Version 5.2 Page 22 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): 31, 33, 35, 38 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Residents live in a well run home. The manager and staff team strive to provide a stimulating, safe environment that respects and protects residents’ rights. EVIDENCE: Many of the management team have worked together since the home first opened and have become very experienced in meeting the very great spectrum of needs of the residents. All the management team and many care staff have relevant qualifications and / or have undertaken considerable relevant training. Both the Registered Manager and the Nurse Manager have Ilford Park Polish Home DS0000028772.V335570.R01.S.doc Version 5.2 Page 23 completed the Registered Manager’s Award. The home is run in the best interests of the service users, such as maintaining their Polish culture in as many areas as possible. Residents are consulted in a variety of ways, including through a Resident’s Council, and by annual questionnaires. Questionnaires sent from the Commission for Social Care Inspection were returned from nine residents, nine care workers and nine from relatives, carers or advocates of residents. Residents overwhelmingly expressed their satisfaction with the home. Care staff observed and consulted on the day of inspection obviously take pride in their work. Comments include: The home “provides excellent cultural support for Polish residents”; “I think the home provides high quality of care. Very good accommodation for service users. There is very good equipment supports both the service users and staff. Management is very supportive and respects different culture in our Polish – English environment.” “The home does really well when individual carers act as practitioners with music, dance etc, and teamworking.” “The home does really well in general care and upholding traditions and beliefs”. “I have freedom to make decisions and time to discuss this with my line manager. Excellent terms and conditions and support systems”. Relatives overwhelmingly expressed their satisfaction with the home. Comments include: “Excellent social events for residents.” “[The manager] should be declared a ‘National Treasure (seriously). Her staff are wonderful, caring, kind and totally committed to the ‘caring’ profession”. “I think Ilford is brilliant.. I am calm and confident that my relative is well looked after”. “I could not wish for a better place to look after my relative. He has gained weight, is more stable and has been taken off medication given in other places that made him like a zombie. I only wish he had gone to Ilford Park earlier.” “Staff - what a wonderful collection of people.” “On the whole everything is 100 ”. “Ilford Park has taken w huge weight off my shoulders. My relative has the utmost care..like a 5 star hotel.” “The fact that the care staff for the most part speak Polish means that my relative’s needs can be understood is a great help.” “The staff is invariably friendly and smiley. My relative appreciates this.” “Very difficult to improve as it is so good.” Ilford Park Polish Home DS0000028772.V335570.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 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 4 14 4 15 4 COMPLAINTS AND PROTECTION Standard No Score 16 4 17 X 18 3 4 4 4 4 4 3 4 3 STAFFING Standard No Score 27 4 28 2 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score X X 4 X 3 X X X Ilford Park Polish Home DS0000028772.V335570.R01.S.doc Version 5.2 Page 25 Are there any outstanding requirements from the last inspection? NO STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard OP28 Regulation Reg. 19 (5) (b) Requirement The home must ensure that a minimum of 50 trained members of care staff (NVQ level 2 or equivalent) are employed at the home. In order to achieve this, sufficient staff to register for the NVQ course lasting eighteen weeks to start on 18/09/07. Timescale for action 18/09/07 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations Ilford Park Polish Home DS0000028772.V335570.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Ashburton Office Unit D1 Linhay Business Park Ashburton TQ13 7UP 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 Ilford Park Polish Home DS0000028772.V335570.R01.S.doc Version 5.2 Page 27 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!