CARE HOMES FOR OLDER PEOPLE
Kendal House 29 Park Avenue Whitley Bay Tyne & Wear NE26 1DP Lead Inspector
Jackie Burke Announced Inspection 17th January 2006 09:30 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 Kendal House DS0000000307.V262509.R01.S.doc Version 5.0 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. Kendal House DS0000000307.V262509.R01.S.doc Version 5.0 Page 3 SERVICE INFORMATION
Name of service Kendal House Address 29 Park Avenue Whitley Bay Tyne & Wear NE26 1DP 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) 0191 2970093 0191 2801050 tj.dunn@btconnect.com Kendal Homes Limited Mrs Angela Oliver Care Home 24 Category(ies) of Dementia (4), Old age, not falling within any registration, with number other category (20) of places Kendal House DS0000000307.V262509.R01.S.doc Version 5.0 Page 4 SERVICE INFORMATION
Conditions of registration: Date of last inspection 4th July 2005 Brief Description of the Service: Kendal House is a privately owned residential care home which offers residential care services for up to 24 people over 65 years, some of whom may have dementia. Accommodation is provided over two floors within four converted Victorian terraced houses located near the town centre of Whitley Bay. There is a pleasant garden to the front of the building and to the rear a paved patio area with a seating area for residents and planted tubs. This is reached via the conservatory. Parking is restricted in the area, however there is metered parking available on the opposite side of the road. There are 22 rooms available in Kendal House 12 of which offer en suite facilities. Communal toilets are situated throughout the building and there are two bathrooms both with hoist equipment and an adapted shower room. First floor accommodation is accessible via a passenger lift. Kendal House does not provide nursing care. Kendal House DS0000000307.V262509.R01.S.doc Version 5.0 Page 5 SUMMARY
This is an overview of what the inspector found during the inspection. This is a report of an announced inspection, which took place on Tuesday 17 January 2006. The inspection took five hours and during this time twelve service users were spoken to, two visitors, four staff, the manager and the owners of the home. Comments cards were sent out for service users and relatives before the inspection. Eight service users comments cards were returned and eight relatives comments cards. All comments returned were positive and expressed satisfaction at the service provided by Kendal House. The owners have made the decision to sell the home to another service provider, which will take place before April 1 2006. The new owner intends to minimise changes within the home and the management structure will remain as it is. What the service does well:
Kendal house provides a warm welcome to residents and visitors, which is reflected by the hanging baskets of winter pansies at the front door and the thoughtful provision of an umbrella for residents and guests in the hallway. The home is well managed and has a caring enthusiastic group of staff, who demonstrate that they know and care about the needs of people in their care. The manager and some staff have been in post for some time, which ensures consistency of care and stability. The owners of the home are committed to and involved in the running of Kendal House. Observations and discussion with service users indicate that good levels of care are provided within the home and that the best interests of residents are safeguarded at all times. Comments cards and discussions with service users and relatives on the day were very positive. Comments Cards “The home is warm, very clean. I have enjoyed a meal there, my mum is more than happy with the food and the accommodation. She is very comfortable. We have always been encouraged to visit at any time and are able to discuss problems arising on our visits. We are extremely satisfied with this home.” “There are no major problems and minor problems are dealt with on a day to day basis.” Kendal House DS0000000307.V262509.R01.S.doc Version 5.0 Page 6 “The care my mum has received since she became a resident of Kendal House has been first class. She is well cared for by the staff who are highly committed and dedicated and who are always available to discuss any concerns that we may have regarding mum’s well being. The home is very clean and there is always a friendly welcome whenever we visit. The family has peace of mind knowing that mum is so well cared for. ” “It is a pleasure to visit her in such a happy caring and comfortable environment” What has improved since the last inspection? 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. Kendal House DS0000000307.V262509.R01.S.doc Version 5.0 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 Kendal House DS0000000307.V262509.R01.S.doc Version 5.0 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): 3&5 Service users needs are assessed before moving into Kendal House and identified needs are met by the service. EVIDENCE: Three case files were examined during the inspection and assessment information is clearly organised and recorded. Assessment documents are provided by Care Managers and in addition the manager Mrs Oliver assesses each individual and develops a care plan for each person to ensure that needs are met in full. Potential residents are given the opportunity to visit Kendal House and to share a meal with residents to see if they like the home and to give the opportunity to meet people who currently live there. Kendal House DS0000000307.V262509.R01.S.doc Version 5.0 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 7,8,9 & 10 Service users needs are set out in a plan of care. Health care needs are met in full. Kendal House has a satisfactory policy for dealing with medication. Residents are treated with respect and privacy is safeguarded. EVIDENCE: Three case files were examined during the inspection. The contents were well organised and recorded and include information relating to assessment; health, personal and social care needs. Care plans clearly identify how those needs will be met. Files contain risk assessments and action plans to deal with identified risks. Sensitive information is dealt with confidentially and daily records reflect staff awareness of service users needs. Advice on health care is promptly sought from health care professionals and action taken. The needs of individuals are monitored and reviewed and care plans altered accordingly. Observations and discussions with two visitors during the inspection reflect that health care needs are addressed promptly
Kendal House DS0000000307.V262509.R01.S.doc Version 5.0 Page 10 and that thought and consideration is given as to how the best interests of individuals may be met. There is a medication policy in place at the home and staff are trained to give out medication. Records reflect that staff members are aware of resident’s rights to privacy and choice in their daily routines. A resident commented that “It’s lovely going to bed without any worries, I feel so safe, all the staff are canny, you can talk if you want to, they are always here to help you.” Kendal House DS0000000307.V262509.R01.S.doc Version 5.0 Page 11 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): 12-15 Kendal House provides a good standard and variety of activities. Links with families, friends and the community are encouraged. People are enabled to exercise choice in their lives. People are provided with a balanced diet and meal routines are provided flexibly wherever possible. EVIDENCE: People are encouraged to maintain links with families, friends and the community, and a number of residents go out independently and with family and friends. Kendal House has links with a number of churches in the area and a visiting minister holds services in the home. One person commented “I’m safer than I’ve ever been in my life. I can walk around the town if I want, I can please myself, and staff are always there to help me”
Kendal House DS0000000307.V262509.R01.S.doc Version 5.0 Page 12 Residents are encouraged to take part in activities and outings and contribute their ideas via residents meetings. There is an activities plan in place outlining entertainers who are booked to come to the home and fundraising activities throughout the year. In house activities, which include chair exercises, singing, films, music, games and quizzes, are provided in Kendal House for residents who may choose to take part. Photographs and displays of events are mounted in communal areas as reminders and to prompt conversation. Kendal House provides a four-week menu, which includes seasonal variations. Residents are encouraged to put forward ideas, which can be incorporated into the menu as all meals are prepared fresh on the premises. The cook caters for special dietary needs including low fat, low sugar and liquidised diets. In this case meals are liquidised separately to retain colour and flavour. Residents spoken to say that the food is very good. On the day of inspection cooked breakfasts were provided throughout the morning and lunch was chicken and leek pie with peas, mashed potatoes or chips, and dessert of pears in juice with ice cream. Sandwiches or cheese pasties and cake were provided for teatime with toasted crumpets for supper. Hot options and homemade soups are provided at tea times to alternate with sandwich teas. Fresh fruit is available on request and drinks are available throughout the day. Kendal House DS0000000307.V262509.R01.S.doc Version 5.0 Page 13 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 & 18 There is a complaints policy in place and service users complaints are dealt with appropriately. Service users are protected from abuse. EVIDENCE: Kendal House has a complaints policy in place and one complaint has been logged in the last twelve months. This complaint resulted in a comprehensive investigation and dismissal of the staff member concerned. Kendal House have demonstrated their commitment to the protection of service users by putting into practice their adult protection policy and incorporating issues raised into their training plan for staff. Throughout this process the rights of service users have been uppermost and appropriate actions taken. The manager has reviewed the Adult Protection Policy and robust measures are in place to ensure that resident’s interests are safeguarded and that they are protected. The whistle blowing policy has been reviewed and valuable lessons learned. All staff in the home have attended training provided by North Tyneside Local Authority in the protection of vulnerable adults. Kendal House DS0000000307.V262509.R01.S.doc Version 5.0 Page 14 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 & 26 Service users live in a safe well-maintained environment. The home is clean, pleasant and hygienic. EVIDENCE: The owner Mr Dunn ensures that décor and maintenance tasks are undertaken regularly. External contractors service equipment and deal with any operational difficulties in the home. Kendal House provides a pleasant welcome to visitors with well- maintained garden and attractive hanging baskets at the front door. The home is clean and odour free and domestic staff ensure that the home is clean and hygienic. Kendal House DS0000000307.V262509.R01.S.doc Version 5.0 Page 15 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): 27-30 Service user’s 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 recruitment policies and practices. Staff are trained and competent to do their jobs. EVIDENCE: There are fourteen care staff at Kendal House and three ancillary staff. There is currently one vacancy within the home for a night care worker, which is covered by existing staff on a rota basis. Three care staff are on duty during the day between 8am and 8pm in addition to the management team, in the evening between 8pm and 8am there are two care staff on duty with on call support. Senior staff work to a three-week rota for weekend work. Adult Protection Policies and the whistle blowing policy have recently been reviewed. Recruitment policies and practices are in place to safeguard the interests of service users and records examined confirm that appropriate checks are made and references sought before an appointment is made. All care staff within the home have taken part in local authority training in the protection of vulnerable adults.
Kendal House DS0000000307.V262509.R01.S.doc Version 5.0 Page 16 Supervision has improved since the last inspection and staff are provided with formal supervision on an eight-week programme in addition to informal supervision, which takes place as required. Records are kept of supervision sessions and inform training and operational needs. Seven staff have achieved NVQ level 2 or above. The numbers of staff suitably qualified achieves the standard required by CSCI. Mandatory training is up to date and new staff receive induction training. Specialised training and advice is sought regarding specific issues and appropriate action taken. Kendal House DS0000000307.V262509.R01.S.doc Version 5.0 Page 17 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 & 38 Service users live in a home which is run and managed by a person of good character, who is fit to be in charge and able to discharge her responsibilities fully. The home is run in the best interests of service users. Service users financial interests are safeguarded. The health safety and welfare of service users and staff are promoted and protected EVIDENCE: The manager, Angela Oliver, has worked in the home for seventeen years and has managed Kendal House for eleven years. She is qualified to NVQ level 4 and has achieved her Registered Managers Award and is awaiting certification relating to the award. Angela Oliver has developed considerable skills in her role as manager and demonstrates clear leadership, which ensures that the
Kendal House DS0000000307.V262509.R01.S.doc Version 5.0 Page 18 home is well run in the best interests of service users and that the staff team are fully aware of their roles and responsibilities. It is clear that the interests of service users are a high priority within the home. Residents are consulted on a range of issues and their needs are fully met by staff, this is documented and stored in care plans. Activities and events are organised by staff and service users and families can contribute ideas and support fundraising projects. Residents spoke positively during the inspection of the care they receive from staff. Individual residents have their own bank accounts, some of which are managed by family members and individuals have access to personal money. Secure locked drawers are available in each resident’s room and some people choose to keep valuables in the safe in the office. One resident has made the decision not to have a bank account and his pension is paid to him via a giro; he receives support from the manager to deal with his money. Receipts and records are kept to safeguard the financial interests of this resident and other service users. Policies and procedures relating to health and safety are satisfactory and records examined are accurately maintained and stored to ensure the wellbeing of staff and service user. Information was available relating to the fire log and yearly inspections. Kendal House DS0000000307.V262509.R01.S.doc Version 5.0 Page 19 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 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X X X 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 4 X 3 X 3 X X 3 Kendal House DS0000000307.V262509.R01.S.doc Version 5.0 Page 20 Are there any outstanding requirements from the last inspection? STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations Kendal House DS0000000307.V262509.R01.S.doc Version 5.0 Page 21 Commission for Social Care Inspection Cramlington Area Office Northumbria House Manor Walks Cramlington Northumberland NE23 6UR National Enquiry Line: 0845 015 0120 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk
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