Inspection on 05/06/07 for Jane Campbell House

This inspection was carried out on 5th 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

Jane Campbell House 10/08/06

Jane Campbell House 01/02/06

Jane Campbell House 05/10/05

Jane Campbell House 03/03/05

Jane Campbell House 09/08/04

Similar services:

Claremont House

Oak Ridge

Sun Court Nursing Home

Ashville House

Bilney Hall

Hill Barn

Mabbs Hall Nursing Home

Henrietta House

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

CARE HOMES FOR OLDER PEOPLE Jane Campbell House Waverley Road St. Albans Hertfordshire AL3 5ST Lead Inspector Patricia Rogan Key Unannounced Inspection 5th June 2007 11:00 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 Jane Campbell House DS0000019438.V342156.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. Jane Campbell House DS0000019438.V342156.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Jane Campbell House Address Waverley Road St. Albans Hertfordshire AL3 5ST 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) 01727 858 130 01727 799 964 www.quantumcare.co.uk Quantum Care Limited vacant Care Home 54 Category(ies) of Dementia - over 65 years of age (54), Old age, registration, with number not falling within any other category (54), of places Physical disability over 65 years of age (54) Jane Campbell House DS0000019438.V342156.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 10th August 2006 Brief Description of the Service: Jane Campbell House is a care home providing personal care and accommodation for 54 older people. It is one of a number of homes operated by Quantum Care Ltd. The home offers single room accommodation on each of three floors; there is a passenger lift. Just over 50 of the rooms are below 10 square metres and are limited in layout because of built in wardrobe units. The bathrooms and toilets are appropriately situated throughout the home and fitted with appropriate aids. The home has well-maintained and accessible gardens. Jane Campbell House is set in its own grounds on a fairly steep road, in a quiet residential area of St Albans, to the north of the city and close to the City Hospital. A small parade of local shops is close by the foot of the hill. The bus stop for the local bus service to the City Centre is just outside the home. The Service Users Guide and the Statement of Purpose is available from the home and a copy of the most recently published Commission for Social Care Inspection report is also available. Fees range from £408 to £515 per week and prospective service users can contact the manager for information about how care fees are calculated. Additional services such as hairdressing and chiropody are invoice separately and the management can provide information about the charges for these. Jane Campbell House DS0000019438.V342156.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This inspection report is based upon information gathered from questionnaires, telephone discussions and face-to-face meetings with people who either use the service or who are closely involved with Jane Campbell House. Information has also been taken from the annual quality assurance assessment completed by the service providers. An unannounced visit was made to the home and this provided ample opportunity to tour the premises, meet with many people who live or work in Jane Campbell House and to inspect care plans and observe the way that care was being delivered. What the service does well: What has improved since the last inspection? What they could do better: Further consideration should be given to how mealtimes can be conducted at a noise level which makes conversation possible for those with poor hearing or communication difficulties, and far less confusing for people with dementia. In one of the small communal lounges, the television was on at the same time Jane Campbell House DS0000019438.V342156.R01.S.doc Version 5.2 Page 6 as loud music was playing. This marred what was otherwise a very supportive and warm atmosphere in the rest of the home. Random checks of communal areas and further training in person centred care should eliminate this. 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. Jane Campbell House DS0000019438.V342156.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 Jane Campbell House DS0000019438.V342156.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): 3 (Standard 6 is not applicable to this service) Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Assessments are in depth and carried out by a qualified and experienced member of the senior team. Information about the service is given to the prospective service users and involvement with family members is encouraged. EVIDENCE: Recent pre-admission assessments included relevant information and in all cases, the prospective residents had signed the assessments. The residents said that they felt they were supported in their decision-making. One person had previously had a short stay in the home and felt the care had been good and made the decision that becoming a permanent resident would suit her needs. Feedback in a questionnaire was that My mother was scared about moving into a home and I was really anxious but it was obvious the staff understood what all the changes meant to us and they were really kind. Jane Campbell House DS0000019438.V342156.R01.S.doc Version 5.2 Page 9 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 and 10. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The care plans include relevant information. Medication administration is good and policies and procedures are in place. Medication storage has temperature fluctuations which are being addressed as a priority. Service users said they were treated with courtesy and that care was given privately and with respect. EVIDENCE: Four case files were inspected and all had up to date information with risk assessments where needed. The key working system ensured that information was relayed to others on duty. The medication storage room can exceed regulation temperature but this is being treated as a priority by the service provider. Visits by health and social care professionals and their advice given was properly recorded. A health professional said she was confident that the staff would follow given instructions. During the inspection, staff were seen knocking on doors before entering and were discrete when taking residents to their bedrooms to provide personal care. Jane Campbell House DS0000019438.V342156.R01.S.doc Version 5.2 Page 10 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 and 15. Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Activities are wide ranging and offer a variety of events for residents. Contact with family members is good. Good practice is compromised by those care staff who do not understand the individual needs of people who use the service. The meals are tasty, seasonal and freshly cooked. The dining room is exceptionally noisy and busy. EVIDENCE: There are different events each day and many people who use the service felt pleased with what was available. Family members and friends are welcomed at any reasonable time and staff encourage residents to go out. Acts of kindness and good care was observed and feedback was generally favourable. Several said the activities co-ordinator encouraged them to take part in crafts and other communal activities but there was never any pressure to join in if they did not want to. This would appear to be more applicable to those residents who are able to express their wishes. The television and radio being on at the same time, mentioned in the beginning of this report, showed that some staff are not sensitive to the needs of vulnerable people who are unable to get up and leave the room or ask to have the music or television turned off. Jane Campbell House DS0000019438.V342156.R01.S.doc Version 5.2 Page 11 Meals are plentiful and varied with a choice being offered. Lunch was served hot; was attractively presented and looked appetising. Many good comments were made about the food. A few people said that they liked soup as part of the evening meal but would much prefer the tinned variety instead of powdered soup. Care staff who were helping residents to eat their meals were attentive and gentle. The dining room is very large and lunch is served in one sitting, resulting in a rather hectic and noisy atmosphere which inhibits conversation between residents or chats with the staff. The noise in the room and the busy atmosphere adds to the confusion for people with dementia or with communication difficulty. A resident said, I always opt for ice cream for my pudding because I can never hear what they are saying. After trying unsuccessfully to hear what a carer had been asking her, another resident said, I cant hear myself think. These noise levels were discussed and recorded in the previous inspection report. Some people were being shown two plated meals and asked what they preferred. Menus on the tables in pictorial or other formats to suit the capacities of the residents might be more helpful, rather than staff carrying plated food to choose from. Jane Campbell House DS0000019438.V342156.R01.S.doc Version 5.2 Page 12 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 and 18 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who use the service and their representatives are confident their concerns and complaints will be taken seriously and addressed properly. The Policies and procedures regarding addressing complaints and concerns are up to date and in depth. Staff understands their duty to protect service users from abuse. EVIDENCE: There is a complaints procedure and records are kept of any concerns or complaints which arise. These records were inspected and all showed that the correct procedures had been followed. Notes are made of the action taken to investigate issues that have arisen and a response if given in a timely manner. Where a change needs to be made to try to prevent an issue from occurring, this is also recorded and relayed to the appropriate people. Staff have training in Adult Protection issues and all staff sign the whistle blowing policy. One resident said her daughter made a complaint on her behalf shortly after moving into the home. The resident said, Within a very short space of time, things were sorted out and I knew then, that I would always be able to say if anything worried me. Jane Campbell House DS0000019438.V342156.R01.S.doc Version 5.2 Page 13 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 and 26. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. A maintenance programme ensures that the environment is well maintained. Not all staff take responsibility for reporting faults. The home was clean and pleasant and in good decorative order. EVIDENCE: Requirements made following the previous inspection regarding some carpet and an area of flooring were addressed very quickly. There is a maintenance programme in place and this is updated as repairs are reported. During the inspection, it was noticed that a storeroom light was not working and an upholstered chair was being used as a bathroom chair, which is a cross infection risk. This was remedied immediately Staff were aware of these things but did not report them and the senior team said the staff are to be reminded they should report faults or repairs as soon as they are needed. Jane Campbell House DS0000019438.V342156.R01.S.doc Version 5.2 Page 14 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 and 30. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. An established staff team ensures continuity of care. Staff are appraised and training needs are identified. Recruitment and vetting procedures are robust. In addition to the common induction training, additional training is encouraged. Some staff need more training in person centred care. EVIDENCE: The staff rota shows that there is a good skill mix and the staffing levels were adequate. Many residents spoke well of the staff, describing them as helpful and cheerful. Staff are trained in risk assessments and moving and handling and other skills to ensure that people who live in the home are kept safe. The recruitment policies and procedures are adhered to and no one is employed before the required checks and vetting has been completed. The new staff have induction training and another member of staff accompanies them until they are considered competent to work alone. Staff were observed working hard and those staff who were asked for their views said they felt that they were trained to a high standard. The service providers have a comprehensive training programme relevant to staff roles. Earlier in this report, it has been noted that a few staff did not understand the needs of vulnerable people and closer monitoring to identify those who need person centred care training would ensure all staff meet the good standards set by this service. Jane Campbell House DS0000019438.V342156.R01.S.doc Version 5.2 Page 15 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 and 38. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The registered manager post is vacant. The acting manager and senior team run the home to a good standard. Service users are regarded as important. Service users finances are protected by strict policies and procedures. The health, safety and welfare of service users are promoted at all times. EVIDENCE: At the time of the inspection, the registered manager post was vacant. The senior team are skilled, experienced and have worked in the home for many years. The positive outcome of this inspection shows that the service is being managed well during the absence of a registered manager. A more senior manager visits the service and provides additional support and advice as Jane Campbell House DS0000019438.V342156.R01.S.doc Version 5.2 Page 16 needed. Interviews for a manager were taking place at the time of the visit to the home. The level of satisfaction with the staff and management was good and several people who use the service, their families and health and social care professionals were complimentary. The policies and procedures regarding financial management are robust and staff understand their responsibilities towards safeguarding residents finances. Outside agencies such as environmental health and the fire service are involved to ensure that the correct health and safety procedures are used so that the people who use the service and the people who work in the home are safeguarded. Jane Campbell House DS0000019438.V342156.R01.S.doc Version 5.2 Page 17 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 3 8 3 9 3 10 3 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 2 15 2 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 2 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 x 3 x 3 x x 3 Jane Campbell House DS0000019438.V342156.R01.S.doc Version 5.2 Page 18 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 OP14 Regulation 16(2)n Requirement People who use the service should be consulted before the television or music is put on in communal areas and if such entertainment is provided, it must pleasantly audible and not overcrowded by more than one entertainment system at once. All staff must be trained to provide person centred care so that the people who use the service have their needs understood and met at all times. Timescale for action 30/06/07 2. OP30 18(c)i 30/08/07 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1 Refer to Standard OP15 Good Practice Recommendations Attention should be paid to reducing the noise levels in the dining room so that people who use the dining room at meal times can hear conversations and enjoy their meals in a more relaxed setting. Menus in written or pictorial format would enable people DS0000019438.V342156.R01.S.doc Version 5.2 Page 19 2 OP15 Jane Campbell House who use the service to choose what they would like to eat, rather than staff having to carry plated meals for the residents to choose from. Jane Campbell House DS0000019438.V342156.R01.S.doc Version 5.2 Page 20 Commission for Social Care Inspection Hertfordshire Area Team CPC1 Capital Park Fulbourn Cambridge CB21 5XE 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 Jane Campbell House DS0000019438.V342156.R01.S.doc Version 5.2 Page 21 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. 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