CARE HOMES FOR OLDER PEOPLE
Knights Luxury Retirement Home 365-367 Clifton Drive North St Annes On Sea Lancashire FY8 2PA Lead Inspector
Denise Upton Unannounced 6th July 2005 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 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. Knights Luxury Retirement Home F57 F09 S9758 Knights Luxury Retirement Home V228089 060705 Stage 4.doc Version 1.40 Page 3 SERVICE INFORMATION
Name of service Knights Luxury Retirement Home Address 365-367 Clifton Drive North St Annes On Sea Lancashire FY8 2PA 01253 720421 01253 782037 Telephone number Fax number Email address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) Aegis Residential Care Homes Limited Ms Susan Fleming Care home only 31 Category(ies) of OP Old Age (31) registration, with number of places Knights Luxury Retirement Home F57 F09 S9758 Knights Luxury Retirement Home V228089 060705 Stage 4.doc Version 1.40 Page 4 SERVICE INFORMATION
Conditions of registration: Date of last inspection 30th September 2004 Brief Description of the Service: The Knights Retirement Home is one of a number of homes owned and operated by Aegis Residential Care Homes Limited. The home is registered to accommodate up to 31 older people who do not require nursing care. A number of service users have low dependency needs and can attend to most personal care tasks without assistance. The Home is a none smoking establishment that is clearly identified in the written information provided to service users and prospective service users. The Knights Retirement Home is a detached property located on a main throughfare of St Annes and conveniently situated in close proximinity to the main shopping centre, community facilities and resourses and the promenade. The home is continuing an extensive refurbishment programme. Communal areas of the home are comfortably furnished and allow for activities to be undertaken in one area of the home while providing a quiet area for those who do not wish to participate. The majority of service users are accommodated in single bedroom en-suite accommodation except for individuals who have made a positive choice to share twin accommodation. There is a passenger lift to access all areas of the internal environment and a ramped access to the front of the building. Although the home does not provide garden areas, there is a public park in close proximinity that service users can access with ease and a patio area to the front of the property that is provided with seating to enable service users to sit out in the summer months. Knights Luxury Retirement Home F57 F09 S9758 Knights Luxury Retirement Home V228089 060705 Stage 4.doc Version 1.40 Page 5 SUMMARY
This is an overview of what the inspector found during the inspection. This inspection took place over a day and a half and spanned a period of 11 hours. The inspector spoke with the home’s registered manager and deputy care manager. In addition, individual in-depth discussion took place with seven of the 28 service users in residence and three member of staff team. During the course of the inspection, general communal discussion also took place with a several other residents in the lounge areas. A number of policies and procedures were examined and a partial tour of the building took place. What the service does well: What has improved since the last inspection?
Since the last inspection a number of improvements have been made. The home’s Statement of Purpose and Service User Guide have had further information included and now provide very detailed information about the home to inform service users and prospective service users about the facilities and services provided. The management team have made improvements to the recording of medication matters and a further number of staff have
Knights Luxury Retirement Home F57 F09 S9758 Knights Luxury Retirement Home V228089 060705 Stage 4.doc Version 1.40 Page 6 received more advanced first aid training. In addition, all staff now have regular formal supervision to make sure they provide a high quality service to residents who live at the home. Residents spoken with felt that they had received enough written and verbal information before coming to live at the home to make an informed choice. 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. Knights Luxury Retirement Home F57 F09 S9758 Knights Luxury Retirement Home V228089 060705 Stage 4.doc Version 1.40 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 Standards Statutory Requirements Identified During the Inspection Knights Luxury Retirement Home F57 F09 S9758 Knights Luxury Retirement Home V228089 060705 Stage 4.doc Version 1.40 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 standard(s) 1 & 3 The home’s Statement of Purpose and Service User Guide are very good at providing service users and prospective service users with details of the services the home provides enabling an informed decision about admission to the home. The pre admission assessment information to identify what the prospective service user can independently do well and what help may be required is specific in order to establish if current needs, wants and wishes could be met at the home. EVIDENCE: Prospective service users have the written information they need to make an informed choice about whether to live at the home. At the last inspection it was identified that further minor inclusion were still were required in the Statement of Purpose and Service User Guide. These have been incorporated and both documents now fulfil the requirements and recommendations of the Standard. Service users spoken with felt that they had received sufficient written and verbal information to make an informed decision. Two service users were spoken with individually who were resident for a repeat period of short-term care. Both service users had been resident several times previously
Knights Luxury Retirement Home F57 F09 S9758 Knights Luxury Retirement Home V228089 060705 Stage 4.doc Version 1.40 Page 9 and stated that their decision to return to The Knights had been based on the previous positive experiences of temporary living at the home. Service users are only admitted to the home following a pre admission assessment of the prospective resident’s current strengths and needs by the manager. In some instances the information obtained through this process is supplemented by a health and/or social services multi disciplinary assessment that provides further information regarding the prospective service user. This collated information enables the manager to make an informed decision as to whether The Knights Retirement Home could satisfactorily address the prospective service user’s current strengths, needs, wants and wishes. The information obtained then forms the basis of the initial plan of care. Knights Luxury Retirement Home F57 F09 S9758 Knights Luxury Retirement Home V228089 060705 Stage 4.doc Version 1.40 Page 10 Health and Personal Care
The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 7,8,9 & 10 There is a consistent care planning system in place to provide staff with the information they need to satisfactory meet service users needs. However, although all relevant information is recorded and incorporated in the individual service user file, the actual care plan could be more detailed. The health needs of service users are well met with evidence of good multi disciplinary working taking place on a regular basis. The systems for the administration of medication are good with clear and comprehensive arrangements being in place to ensure medication needs are met. The staff have a good understanding of the service users support needs. This is evident from the positive relationships, which have been formed between staff and service users. EVIDENCE: The service user plan of care that is generated from the assessment process is drawn up with each service user and provides the basis for the care to be delivered. Although all relevant information is recorded in the service user file, in one instance, in respect of a service user who was ‘tracked’ during the course of the inspection, although the dependency needs of this individual had significantly changed over the course of a month, the actual care plan had not
Knights Luxury Retirement Home F57 F09 S9758 Knights Luxury Retirement Home V228089 060705 Stage 4.doc Version 1.40 Page 11 been updated. Whilst there is no suggestion that the changed care needs of this individual had not been well addressed, the actual care plan should have been updated to reflect the increased dependency levels in order to provide staff with a detailed account of current needs. Although the daily recording sheet/diary sheet for the individual detailed the changes, this information should have been incorporated in the actual care plan. It is also suggested that more detail could be incorporated in the individual care plan to identify the actual assistance required from care staff in respect of each task. Whilst dependency needs of service users are routinely reviewed on a monthly basis, it is understood that the holistic care plan is also now to be reviewed on a monthly basis. It was evidenced through discussion with the management team, service users, observation and documentation that service users health needs are fully met. One service user stated that the home are very good at ‘getting the doctor for you straight away’ and that service users who are not very well are well looked after. There is a good relationship with health and social care professionals in order to maintain service users health and well-being. All service users who wish to and have capacity to do so are enabled to selfadminister their own prescribed medication within a risk assessment framework. Medication is securely stored and a policy and procedure document in respect of medication was evidenced. All staff with responsibility for medication administration are required to adhere to the procedures for the receipt, recording, storage, handling, administration and disposal of medication. Since the last inspection a number further documents have been developed in order to strengthen the detailed information already held. In addition, all care staff have very recently received updated medication training. The maintenance of service user privacy and dignity is given high priority at The Knights that was strongly reinforced by every service user spoken with. The topics of privacy and dignity are addressed through the induction and foundation training programmes and a number of staff have also recently completed a three-month ‘Equality and Diversity’ course that also incorporated issues of privacy and dignity. Personal mail is delivered to each service user as it arrives at the home and telephone contact is maintained through a variety of means to suit the individual. Knights Luxury Retirement Home F57 F09 S9758 Knights Luxury Retirement Home V228089 060705 Stage 4.doc Version 1.40 Page 12 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 standard(s) 12 Links with family, friends and the community are positively encouraged and support the ‘in-house’ social activities that are arranged. This enriches service users social opportunities. EVIDENCE: The routines of daily living and activities are flexible and varied to meet individually assessed needs. Social relationships are encouraged either through a wide variety of `in-house` activities coordinated by a designated social carer with specific responsibility for arranging social events, one to one activity determined by residents needs or through encouraging independent social interaction in the wider community. A social profile is completed on admission that is periodically reviewed and a social activities plan maintained. As recommended in the last inspection report, social needs and wishes are now identified on the individual care plan. Structured weekly events and quarterly local charity events are organised in addition to informal outings, the publication of a monthly newsletter and a monthly tea party that is well attended by relatives and friends. Service users are also made aware of planned social events through the provision of a notice board in addition to word of mouth information sharing. One service user spoken with commented that staff try hard to organise social activities within the home but some service users do not wish to participate. From discussion with the registered
Knights Luxury Retirement Home F57 F09 S9758 Knights Luxury Retirement Home V228089 060705 Stage 4.doc Version 1.40 Page 13 manager it is understood that a mini bus is to be purchased in the near future and regular trips out to places of interest are to be arranged for service users to enjoy. Knights Luxury Retirement Home F57 F09 S9758 Knights Luxury Retirement Home V228089 060705 Stage 4.doc Version 1.40 Page 14 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 standard(s) None of the three standards were assessed at this inspection. EVIDENCE: None of the three standards were assessed at this inspection. Knights Luxury Retirement Home F57 F09 S9758 Knights Luxury Retirement Home V228089 060705 Stage 4.doc Version 1.40 Page 15 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 standard(s) 24,25 & 26 The standard of the environment within this home is very good and provides service users with an attractive and homely place to live. EVIDENCE: The Knights Retirement Home is in the process of a complete refurbishment programme. All communal areas of the home have already been refurbished to a high specification along with a growing number of individual bedrooms. Over a period of time all bedroom accommodation will be refurbished to the same standard. Service users have choice of the colour and style of their individual bedroom and can also personalise their private accommodation with personal items of furniture that is agreed prior to admission. The majority of individual bedrooms have been provided with an appropriate locking mechanism and it is understood that the remaining bedroom doors will be provided with this facility in the near future. Likewise although the majority of bedrooms have now been fitted with thermostatic devises to safely control the temperature of the hot water
Knights Luxury Retirement Home F57 F09 S9758 Knights Luxury Retirement Home V228089 060705 Stage 4.doc Version 1.40 Page 16 delivered and radiator guards have been fitted to existing radiators or replaced by low temperature surface radiators to prevent accidental injury, in a small number of bedrooms these protective measures have yet to be put in place. Through discussion with the registered manager, it was established that this outstanding work is to be completed within the next two months. As identified in the last inspection report, the walls and floor of the laundry area, sited in the basement of the home, require some attention to ensure they are kept in good order and readily cleanable. Policies and procedures have been developed to ensure the home is clean, pleasant and hygienic and adequate measures are taken for the control of infection. A number of service users spoken with individually commented on the cleanliness of the home and felt that a good standard of accommodation was been provided. Knights Luxury Retirement Home F57 F09 S9758 Knights Luxury Retirement Home V228089 060705 Stage 4.doc Version 1.40 Page 17 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 considers Standards 27, 29, and 30 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 27,28,29,& 30 There is a good mix of staff that are committed to offering consistency of care within the home and who are pro-active in undertaking a variety of training initiatives. Staff morale is high resulting in an enthusiastic workforce that works positively with service users to improve their whole quality of life. Recruitment requirements in respect of Criminal Bureau Clearances had not been obtained prior to newly appointed staff recently taking up post at the home and in consequence staff had not been properly vetted. This potentially leaves people who use the service at risk. EVIDENCE: The knights Retirement Home employ a variety of staff to ensure the holistic needs of service users are well met. The staffing rota observed confirmed that additional staff are on duty at peak periods of activity during the waking day and sufficient waking night staff are on duty to reflect the needs and requirements of service users during the night time period. Domestic staff are also employed in sufficient numbers to ensure that standards relating to food, meals and nutrition are fully met and that the home is maintained in a clean and hygienic state. Service users spoken with were very keen to stress that the staff group are ‘very kind and helpful’ with one service user saying that one of the most positive things about living at the home was ‘the kindness of the staff and that staff listen to you and try to help as much as they can’ Likewise, service users
Knights Luxury Retirement Home F57 F09 S9758 Knights Luxury Retirement Home V228089 060705 Stage 4.doc Version 1.40 Page 18 also commented about how clean the home always was and that the housekeeping staff ‘were good’. At present three members of the care staff team have achieved at minimum NVQ Level 3, with a further two members of staff having achieved Level 2 of this award. In addition, one member of staff is currently undertaking NVQ Level 3 and four members of staff are undertaking an NVQ Level 2 qualification with further members of staff waiting to commence either NVQ Level 2 or 3. It is anticipated that at least 50 of the care staff team with have achieved an NVQ qualification in the near future. In addition, the majority staff have undertaken a variety of other training opportunities specific to their role that has included both short one-day courses and longer-term courses. The arrangements for the induction of staff are good with the staff demonstrating a clear understanding of their roles. Induction and foundation training booklets that are complaint with the ‘Skills For Care’ standard are completed by all newly appointed care staff and each member of staff has a individual training book that details the additional training undertaken. Although The Knights Retirement Home has structured and robust procedures for staff recruitment, POVA First and Criminal Records Bureau (CRB) clearances had not been submitted until after newly appointed members of staff had actually taken up post at the home. Following the introduction of the amended Regulations in respect of staff recruitment in July 2004, a POVA First and CRB clearance should have been submitted and the POVA First clearance returned and deemed to be satisfactory prior to the newly appointed member of staff actually taking up employment at the home. Whilst at the time of inspection the relevant POVA First and/or CRB clearances had since been obtained, the practice of not having all the necessary clearances had potentially left service users at risk. The management team at the home are now fully aware of the amended Regulation in respect of staff recruitment and will ensure that the correct procedures are followed in the future. Knights Luxury Retirement Home F57 F09 S9758 Knights Luxury Retirement Home V228089 060705 Stage 4.doc Version 1.40 Page 19 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 33, 35 and 38 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 36, 37 & 38 Service Users rights and best interests are safeguarded by the home’s policies and procedures and record keeping protocols. The health, safety and welfare of service users staff and visitors are promoted and protected by robust systems for safe working practices. EVIDENCE: Policy documents are available in respect of training, induction and supervision arrangements. As recommended at the last inspection, it was evidenced that staff supervision now takes place at least six times a year either as joint or individual supervision and covers a variety of topics. At the time of inspection various records, maintenance records and certificates relating to equipment and instillations were examined and found to be up to date and in good order. Service users have access to their records and information held about them held by the home and have opportunity to help
Knights Luxury Retirement Home F57 F09 S9758 Knights Luxury Retirement Home V228089 060705 Stage 4.doc Version 1.40 Page 20 maintain their personal record if they so wish. To strengthen this process, a new policy has been developed in respect of service users access to their individual file that was evidenced at the time of inspection. All personal records are used in accordance with the Data Protection Act 1998. The Knights Retirement Home has available a variety of policies and procedure documents to ensure the health, safety and welfare of service users, visitors and members of staff. All members of the care staff team receive mandatory health and safety training covering a variety of topics. In addition, risk assessments are available in respect of fire, health and safety issues that are regularly reviewed. Previously there were five members of staff who had undertaken the additional ‘First Aid At Work’ course, however since the last inspection a further number of staff have undertaken a three month module first aid training course that also incorporated a work book and examination and in consequence a member of staff with additional first aid training is now on duty at all times. Knights Luxury Retirement Home F57 F09 S9758 Knights Luxury Retirement Home V228089 060705 Stage 4.doc Version 1.40 Page 21 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 ENVIRONMENT Standard No 1 2 3 4 5 6 Score Standard No 19 20 21 22 23 24 25 26 Score 3 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 4 13 x 14 x 15 x
COMPLAINTS AND PROTECTION x x x x x 3 2 3 STAFFING Standard No Score 27 3 28 2 29 1 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score Standard No 16 17 18 Score x x x x x x x x 3 3 3 Knights Luxury Retirement Home F57 F09 S9758 Knights Luxury Retirement Home V228089 060705 Stage 4.doc Version 1.40 Page 22 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. 1. Standard 25 Regulation 13(4) Requirement All radiators and pipework must be guarded or have low temperature surfaces. (Timescale of 31/12/04 not met) Thermostatic devises must be fitted to all hot water outlets in service users accommodation. (Timescale of 31/03/05 not met) CRB and POVA First clearances must be submitted and POVA First clearances returned before newly appointed staff actually take up employment at the home. Timescale for action 31/07/05 2. 25 13(4) 31/08/05 3. 29 19 07/07/05 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. 2. 3. Refer to Standard 7 24 26 Good Practice Recommendations Care plans should be more detailed to indicate the actual assistance required and care plans kept up to date to reflect current strengths and needs. All individual bedroom accommodation should be provided with an appropriate locking mechanism. Attention should be given to the laundry area particularly the plasterwork to ensure these surfaces remain readily
F57 F09 S9758 Knights Luxury Retirement Home V228089 060705 Stage 4.doc Version 1.40 Page 23 Knights Luxury Retirement Home 4. 28 cleanable. At least 50 of the care staff team should have achieved at minimum NVQ Level 2 by 2005. Knights Luxury Retirement Home F57 F09 S9758 Knights Luxury Retirement Home V228089 060705 Stage 4.doc Version 1.40 Page 24 Commission for Social Care Inspection Unit 1, Tustin Court Portway Preston PR2 2YQ National Enquiry Line: 0845 015 0120 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk
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