Inspection on 08/11/06 for Kendal House

This inspection was carried out on 8th November 2006.

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

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

Other inspections for this house

Kendal House 17/01/06

Kendal House 04/07/05

Kendal House 11/01/05

Kendal House 13/07/04

Kendal House 07/01/04

Similar services:

Middlesbrough Intermediate Care Centre

Turret Villa Retirement Home

Moor House

Mendip House

Beaconsfield Court Care Home

Little Sisters Of The Poor

Manor House

Middleton Hall Ltd

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

CARE HOMES FOR OLDER PEOPLE Kendal House 29 Park Avenue Whitley Bay Tyne & Wear NE26 1DP Lead Inspector Jackie Burke Key Unannounced Inspection 8th November 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.V304822.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. Kendal House DS0000000307.V304822.R01.S.doc Version 5.2 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 F/P 0191 2970093 angela@kendalhomes.co.uk 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.V304822.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 17th January 2006 Brief Description of the Service: Kendal House is a privately owned 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. To the rear there is a paved patio area with a pleasant seating area for residents and visitors. This is reached via the conservatory. Parking is restricted in Whitley Bay, however there is metered parking available on the opposite side of the road. There are 22 bedrooms 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 can be reached by a passenger lift. Kendal House does not provide nursing care. The cost for the service is £361 - £366 per week. Chiropody, hairdressing and newspapers are additional. Information is provided for service users to enable them to make a decision about moving to Kendal House. Kendal House DS0000000307.V304822.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This key inspection was unannounced and took place over two days on Wednesday 8 November and Thursday 9 November 2006. The inspection took 7 hours. Time was spent in the main lounge with service users and talking to visitors and staff. A tour of the building took place with the owner Mr Dunn. Discussion took place with the manager of the home Mrs Oliver. A pre inspection questionnaire was submitted by the manager before the inspection took place and case tracking of service users and staff were part of the inspection. What the service does well: What has improved since the last inspection? There is a new carpet throughout the hallway and stairs in the home. Hallways have been redecorated and the decoration programme is ongoing in individual bedrooms. Kendal House DS0000000307.V304822.R01.S.doc Version 5.2 Page 6 There have been improvements to the call alarm system and this links into the computer system in the home. The roof has been replaced. The owners have reconsidered their decision to sell Kendal House and have reviewed the input that they have on a day-to-day basis within the home. Service users and staff commented that they thought this was a good thing for Kendal House. What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Kendal House DS0000000307.V304822.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 Kendal House DS0000000307.V304822.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standard 3 Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. 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 showed that assessment information is included within each file. The files are well organised. Assessment documents are provided by care managers where placement is arranged by the local authority. The manager also assesses each individual including those who make private arrangements and works with staff to develop a care plan for each person to ensure that their needs are met in full. Kendal House DS0000000307.V304822.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): Standards 7,8,9 & 10 Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. Service users needs are set out in a plan of care so there is a clear record for staff to refer to. Health care needs are met in full. Kendal House has a satisfactory policy for dealing with medication, which protects service users. Residents are treated with respect and privacy is safeguarded. EVIDENCE: Three care files were looked at during this inspection. Time was spent with service users to see how they spend their day and how staff support them. Staff showed that they had the skills to reassure service users and to enable them to take their own medication. Kendal House DS0000000307.V304822.R01.S.doc Version 5.2 Page 10 Staff showed that they treated people with respect and dignity and spoke and acted with caring attitudes. Staff were observed talking to service users and explaining tasks they dealt with so as to minimise anxiety and confusion. People are called by the name they prefer and their preferences are recorded in care files. Staff approached service users in a gentle and caring manner. The contents of care files looked at were well organised and information was clearly recorded. They include information relating to assessment, health, personal and social care needs. Care plans show 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 show that staff are aware of service users needs and act appropriately. Advice on health care needs of service users is promptly sought from health care professionals and action taken. The needs of individuals are monitored and reviewed. There is a medication policy in place at the home and staff are trained to give out medication. Observation was made of the medication round during the morning of the first day of inspection. Staff were seen prompting service users to take medication and they kept records to safeguard service users. Records show that staff members are aware of resident’s rights to privacy and choice in their daily routines. Kendal House DS0000000307.V304822.R01.S.doc Version 5.2 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. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 12,13,14 & 15. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Kendal House has a good standard and variety of activities, which provides enjoyment and stimulation for the service users. 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. 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 a regular service in the home. Residents are encouraged to take part in activities and outings and contribute their ideas via residents meetings. Kendal House DS0000000307.V304822.R01.S.doc Version 5.2 Page 12 There is an activities plan in place outlining entertainers who are booked to come to the home and fundraising activities are organised throughout the year. In house activities, include chair exercises, singing, films, music, games and quizzes, are provided in Kendal House. Photographs and displays of events are mounted in communal areas as reminders and to prompt conversation. A Halloween party was held recently and activities are being planned for Christmas. Service users are encouraged to maintain independence where possible and some people benefit from going out independently to the local shops and for walks, and in taking part in some domestic tasks within the home. 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. 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 food items 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 corned beef hot pot with vegetables and mashed potatoes. Fruit strudel and custard was provided for dessert. 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.V304822.R01.S.doc Version 5.2 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. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 16 & 18 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. 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. There have been no complaints made in the past twelve months. People who live in Kendal House said that they would talk to the manager Angela Oliver if they had any complaints about the service. One person said “ You’ll not get any complaints here, we are all very happy and we are well looked after”. All staff in the home have attended training provided by North Tyneside Local Authority in the protection of vulnerable adults. Staff spoken to were aware of the vulnerability of people in their care and demonstrated that they upheld their needs as a priority. Staff files checked contained records which show that written references are taken up and that Criminal Record Bureau checks are carried out for all new staff. Kendal House DS0000000307.V304822.R01.S.doc Version 5.2 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. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 19 & 26 Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. Service users live in a safe well-maintained environment. The home is clean, pleasant and hygienic. EVIDENCE: Mr Dunn, the owner of Kendal House, makes sure that decorating and maintenance tasks are undertaken regularly. Carpets in the hallway have been replaced and the hallway redecorated since the last inspection. The call alarm system has been improved and now links into the computer system in the home. The roof has been renewed throughout the building. External contractors service equipment and deal with any operational difficulties in the home. Kendal House DS0000000307.V304822.R01.S.doc Version 5.2 Page 15 Kendal House provides a pleasant welcome to visitors with a 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.V304822.R01.S.doc Version 5.2 Page 16 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 27,28,29 & 30 Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. 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 fifteen care staff at Kendal House and three ancillary staff. Seven staff have achieved NVQ level 2 or above and a further two staff are working toward achieving level 2. During the day there are three care staff on duty 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. Two staff files were checked during this inspection. Both files contained application forms and written references. Criminal Record Bureau checks had been made for both staff members. Kendal House DS0000000307.V304822.R01.S.doc Version 5.2 Page 17 Files looked at contained information relating to the training that staff members had done to enable them to do their jobs well. Eleven staff have recently completed a dementia care course and training has been provided in health and safety, drug administration and fire safety. 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. Mandatory training is up to date and new staff members receive induction training. Specialised training and advice is sought regarding specific issues and appropriate action taken. Kendal House DS0000000307.V304822.R01.S.doc Version 5.2 Page 18 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 31,33,35 & 38. Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. 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. Staff are appropriately supervised. The health, safety and welfare of service users and staff are promoted and protected Kendal House DS0000000307.V304822.R01.S.doc Version 5.2 Page 19 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. She has developed considerable skills in her role as manager and demonstrates clear leadership, which ensures that the home is well run. The best interests of service users are safeguarded and the staff team are 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 met by staff. This is documented and referred to 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. One person said “They are very good here you know they help out with the little things and we get on “ 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 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. Supervision is provided to staff every two months in addition to informal supervision, which takes place as required. Records are kept of supervision sessions and inform training and operational needs. 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 users. Kendal House DS0000000307.V304822.R01.S.doc Version 5.2 Page 20 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 X 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 3 3 3 Kendal House DS0000000307.V304822.R01.S.doc Version 5.2 Page 21 Are there any outstanding requirements from the last inspection? NO STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1 OP12 Refer to Standard Good Practice Recommendations Work should continue to further develop consultation with service users in planning and organising activities within the home. Kendal House DS0000000307.V304822.R01.S.doc Version 5.2 Page 22 Commission for Social Care Inspection Cramlington Area Office Northumbria House Manor Walks Cramlington Northumberland NE23 6UR 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 Kendal House DS0000000307.V304822.R01.S.doc Version 5.2 Page 23 - 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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