Inspection on 11/06/07 for New Victoria Nursing Home

This inspection was carried out on 11th 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

New Victoria Nursing Home 12/05/09

New Victoria Nursing Home 26/11/08

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

CARE HOMES FOR OLDER PEOPLE New Victoria Nursing Home 137 / 139 Hornby Road Blackpool Lancashire FY1 4JG Lead Inspector Pauline Caulfield Unannounced Inspection 11th June 2007 10:00 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address New Victoria Nursing Home DS0000069036.V335360.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. New Victoria Nursing Home DS0000069036.V335360.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service New Victoria Nursing Home Address 137 / 139 Hornby Road Blackpool Lancashire FY1 4JG 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) 01253 621 043 01253 292 342 Regency Healthcare (UK) Limited Marion Gourlay Care Home 30 Category(ies) of Old age, not falling within any other category registration, with number (30) of places New Victoria Nursing Home DS0000069036.V335360.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. The home is registered for a maximum of 30 service users to include:*Up to 30 service users in the category of OP (Old age not falling within any other category. 2 named persons under the age of 65 years may be accommodated within the category of OP, The total number of service users accommodated shall not exceed 30 9th August 2006 Date of last inspection Brief Description of the Service: The New Victoria Care Home is situated in a residential area of Blackpool, with good access to shops and amenities including a regular bus service. The home is purpose built and provides care and accommodation for up to thirty people. Residents are cared for with a wide range of needs, from residential care to nursing. The home is set on three levels. There are lounges, dining areas and bedrooms on all three floors. All bedrooms are single rooms and smokers may smoke in their own rooms. There is a Statement of Purpose/Service User Guide, which is given to all prospective residents. This written information explains the care service that is offered, who the owners and staff are, and what the resident can expect if he or she decides to live at the home. Information received prior to this visit (01/05/07) showed that the fees for care at the home are from £336.49 to £472.82 per week, with added expenses for hairdressing, chiropody and newspapers. New Victoria Nursing Home DS0000069036.V335360.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This was an unannounced visit, which commenced at 10am for five hours. This home is classed as a new service for the purpose of the inspection as the ownership of the home has changed recently. Prior to the visit the manager completed a pre-inspection questionnaire and comments cards were received from two residents, and two relatives. Unfortunately another ten comment cards went missing in the post and the comments were unable to be used on this inspection. The Registered Manager, one nurse and three care staff were spoken to. The inspection involved case tracking three residents as a means of assessing some of the National Minimum Standards. This process allows the inspectors to focus on a small group of people living at the home. All records relating to these people are inspected along with the rooms they occupy in the home. They are invited to discuss their experience of the home with the inspector, however this is not to the exclusion of other people living at the home. Three residents were spoken to individually and a number of residents who were sitting in the communal areas were also spoken to. Conversation with residents was very much dependent on their ability or wishes to speak to the Inspector. A tour of the home was carried out and a selection of staff, residents and administrative records were examined. From the observations made, comments received and written documentation seen, the information has been put together to form this report. What the service does well: The residents in this home are well cared for. Staff are caring and supportive, and look after the residents well. The staff team have worked together for a long time and understand the needs of the people living there. A resident said, “Staff are always helpful.” A relative said, “The people in the home are looked after well. So many ill people but the staff are good with everything, very caring.” Another relative added, “The staff are so supportive no matter how many times we need them”. Each resident has a plan of care that is followed by staff. It is regularly checked to make sure that it still reflects the residents needs. Religious services are held in the home for any residents who wish to attend and staff support residents in their religious beliefs and observances ensuring that their spiritual needs are met. There are some leisure activities arranged in the home. New Victoria Nursing Home DS0000069036.V335360.R01.S.doc Version 5.2 Page 6 Routines in the home are generally flexible and residents spoken to said that they are free to get up and go to bed when they choose and join activities, when available or not as they wish. There are set meal times but some flexibility within these so that residents have choice of when to get up in the morning, and whether to eat earlier or later. Residents said through the comment cards that they like the meals. One resident said, “The meals are great.” Another resident added “The cooks are very kind and check if everything is alright.” A relative said, “The meals are very good. Relatives and friends are welcomed into the home ensuring that residents’ relationships are maintained. Relatives and friends spoken to said that staff are always welcoming and helpful when they visit. Medication is stored, given, recorded and disposed of safely and correctly. This ensures that residents get maximum benefit from any medication. Residents and relatives feel that the home is clean and fresh smelling so that residents live in pleasant surroundings. One relative said, “I looked at another home first but it didn’t smell nice. Here always smells nice.” Staff recruitment is safe and robust and makes sure that residents are protected from people who should not work with vulnerable people. Staff training is good. There are always trained nurses in the home and many of the care staff have qualifications in care. There are frequent opportunities for other training. Staff feel that this helps them to give good care to residents. A relative said “ The very cheerful and well trained staff make life much easier for my mum.” The manager has a good approach to managing the home. She is enthusiastic and knowledgeable about supporting older people and this is passed onto the staff. A resident said, “They are all very kind here, but especially matron”. One member of staff said of the manager (matron), She will always try to help and that makes you willing to go the extra mile”. The manager and owners regularly check that the quality of care is satisfactory by looking around the home, sending out questionnaires and asking residents, relatives and staff their views of the care in the home. The home looks after resident’s money carefully and securely so that their interests are protected. What has improved since the last inspection? All the building work, which changed some bedrooms from double rooms to single rooms, has been completed. There has been a new heating system installed and new equipment for the kitchen and laundry has been purchased. New Victoria Nursing Home DS0000069036.V335360.R01.S.doc Version 5.2 Page 7 More staff have completed qualifications and training in care, improving staff skills and knowledge and updating care practices in the home. 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. New Victoria Nursing Home DS0000069036.V335360.R01.S.doc Version 5.2 Page 8 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection New Victoria Nursing Home DS0000069036.V335360.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 1, 2 & 3 Standard 6 was not assessed as the home does not provide intermediate care Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Prospective residents and their relatives have the information needed to choose a home, which will meet their needs. EVIDENCE: The home has a detailed admission policy covering all the necessary information. All prospective residents are given a copy of the Statement of Purpose/Service User Guide, including information on the latest inspection report and where inspection reports are kept in the home. The Statement of Purpose/Service User is usually given to residents on admission but is given earlier if requested. This is clear, easy to read and informative. Residents spoken to said they have been given information about the home to assist them in making up their mind about moving there. One relative said that the staff had been very helpful when they had been looking around the New Victoria Nursing Home DS0000069036.V335360.R01.S.doc Version 5.2 Page 10 home. Residents have a written contract so that they have information about their terms and conditions of residency. The records of three residents were examined,. The records contained a detailed assessment of needs that had been carried out prior to admission by the manager of the home and where funded by health or social services. This makes sure that he home knows about the residents care needs on admission. New Victoria Nursing Home DS0000069036.V335360.R01.S.doc Version 5.2 Page 11 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 & 10 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Resident’s health and welfare is monitored to ensure health and personal needs are met. EVIDENCE: Three residents records were looked at and these although brief, clearly described their healthcare needs. A brief social history is being compiled for each resident. The plan of care shows the care needed in each area of health, personal and care needs. These are regularly reviewed by staff but it is not clear if and how residents or relatives have input into their care plan. The manager should look at ways of involving residents and relatives in their care and if any residents refuse to be involved, record this and review this decision regularly. Significant events and entries stating the care given are made at least daily and staff are familiar with residents care, dietary, cultural and religious needs. Risk assessments are in place and updated regularly so all staff are aware of any areas of risk and how to minimise these. Residents have access to health care services that meet their needs. They have the aids and appliances, provided by the home, that they need as part of New Victoria Nursing Home DS0000069036.V335360.R01.S.doc Version 5.2 Page 12 their care and to promote independence. Residents have a variety of nursing needs as a consequence of various illnessess or the general effects of ageing. The age range of residents is 60 – 96 years. Most of the residents have high nursing care needs, several are nursed in bed and most are easily tired and quite frail. Although some residents are quite young they have complex health issues that limit their lifestyle and activities. Residents needs are appropriately met and those spoken to and those who returned comment cards were satisfied with their care. One relative said, “The people in the home are looked after well. So many ill people but the staff are good with everything, very caring.” Many of the residents are at risk of developing pressure sores because of their fraility. They have pressure mattresses and other aids as they need them and these are monitored to ensure that they are effective in preventing pressore sores and ensuring residents comfort. There are close links with the continence advisor and residents continence needs are quickly and appropriately assessed on admission and monitored regularly. There are two cooks employed in the home,. They serve special diets including soft diets , diabetic and vegetarian diets as needed to ensure the comfort of residents. A number of residents have some hearing impairment and use hearing aids. Staff speak slowly and clearly to assist with communication. There are specialist telephones available with large numbers and volume controls, a loop system and other specialist aids to improve communication and comfort. Staff were observed throughout the visit. Staff interactions with residents were friendly, caring and supportive and the practices in the home ensured that residents were treated with respect and their right to privacy was upheld. Residents spend their time in their rooms or the lounges as they wish. Those spoken to said that staff knock on their door before entering and they are treated with respect. Residents said that they were well looked after. It was a very hot day during the visit and staff were heard frequently encouraging residents to drink a lot explaining that it would help them tolerate the heat and stay hydrated . Staff understand the importance of supporting residents to make their own decisions and make their own choices. Relatives and friends and health professionals said through the comment cards that the home supports people to live the life they choose. Staff said that they are encouraged to discuss appropriate ways of meeting residents diverse needs including those relating to sexuality and maintaining New Victoria Nursing Home DS0000069036.V335360.R01.S.doc Version 5.2 Page 13 residents dignity and privacy. Relatives/friends said the home meets the different (diverse) needs of people. Residents said that staff were very caring. One resident said, “Staff are always helpful.” A relative said, through the comment cards “I have been very happy with all the care and attention my mother has received here from the nurses and all the staff. They work very hard but still keep cheerful and treat each person as an individual. Great.” Medication administration was checked. This was safely stored, administered, recorded and disposed of. There were no residents who administered their own medication. New Victoria Nursing Home DS0000069036.V335360.R01.S.doc Version 5.2 Page 14 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 & 15 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents receive a healthy varied diet and spiritual, cultural and some social and leisure activities meet resident’s expectations, needs and choices. EVIDENCE: Residents spoken to said that they can choose whether they want to get involved in activities, where and what to eat and what to do and staff respect their wishes. The home supports residents to practice their religion, if they wish. There is a regular ecumenical church service held in the home and some residents receive visits from church Ministers and representatives who visit the home. There are some activities in the home including occasional themed sports activities and cheese and wine or sherry afternoons but they are quite limited. Some residents do not want to be involved in activities and several residents said that they prefer to stay in their rooms. but others say that there are not enough activities that they can get involved in. “One resident said “I would like more entertainment.” A relative said “The home could be improved by getting some entertainment.” And “Residents need more entertainment to enjoy and pass the time.” New Victoria Nursing Home DS0000069036.V335360.R01.S.doc Version 5.2 Page 15 The manager acknowledged that activities are limited but as many residents are frail finds group activities can be difficult. The manager is arranging for some staff to visit the local hospice and look at how they offer activities. She also plans to purchase new audio equipment and a selection of CD,s as well as some light sensory equipment such as lava lamps, to enable those residents with limited mobility and poor health to enjoy sensory stimulation. The manager should also seek the views of residents on their choice of activities and leisure areas and offer a range of activities that are suitable to residents abilities. Family and friends are welcomed in the home. Residents said that their relatives enjoyed coming to the home. Relatives/friends said through the comment cards that the home helps their friend or relative keep in touch with them. Relatives and friends spoken to said that staff are always welcoming and helpful when they visit. Routines in the home are generally flexible and residents spoken to said that they are free to get up and go to bed when they choose and join activities, or not as they wish. There are set meal times but some flexibility within these so that residents have some choice of when to get up in the morning and when to eat. The main meal is at lunchtime but if residents prefer their main meal in the evening the home would try to accommodate this. The cook prepares and cook special diets as required including diabetic diets and blended food. A resident said, “The food is nice, and the chefs are lovely, they make really good meals. The menu was seen and appeared nutritious and satisfactory. Residents said through the comment cards that they like the meals. One resident said, “The meals are great.” Another resident added “The cooks are very kind and check if everything is alright.” A relative said, “The meals are very good. And the staff excellent” Resident’s enjoy an alcoholic drink if they wish, although occasionally a resident is advised for health reasons to abstain from alcohol. Some residents smoke and although staff ensure residents are aware of the health risk, they can smoke in their rooms. However sometimes this is with discreet staff supervision for safety reasons. Most residents or relatives of residents at the home handle their financial affairs. However the providers look after money for a small number of residents, and detailed records are in place to account for all transactions. New Victoria Nursing Home DS0000069036.V335360.R01.S.doc Version 5.2 Page 16 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16 & 18 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The arrangements in place for handling complaints and safeguarding adults ensure that people feel confident that their complaints will be listened to and taken seriously and they are adequately protected. EVIDENCE: A detailed complaint procedure is given to all residents on admission to the home. Comments received from residents confirmed that they felt that staff listened to what they had to say. Residents and relatives knew who to complain to if they had any concerns and were confident that any concerns that they had would be taken seriously and acted upon. Minor concerns are dealt with effectively. There has been one minor complaint received by the home since the last visit. This has been thoroughly investigated by the home and dealt with appropriately. A resident said, “ I just tell matron or the nurses and they sort any problems out.” The home has a procedure in place for dealing with safeguarding adults. Staff had covered safeguarding adults training on In house training and on National Vocational Qualifications (NVQ) training. Staff spoken to had a good understanding of the procedures to be followed in the event of any allegations or suspicion of abuse or neglect and how to keep residents safe. New Victoria Nursing Home DS0000069036.V335360.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19, 20, 22, 24, 25 & 26, Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The standard of the environment within the home is good, providing residents with a comfortable and homely place to live. EVIDENCE: A tour of the home showed that the environment is good. Communal areas are homely and comfortable, clean and tidy. All residents who returned the comment cards say the home is always clean and fresh. This was confirmed during the visit. One relative said, “I looked at another home first but it didn’t smell nice. Here always smells nice.” The kitchen is well maintained and ensures a good standard of hygiene and food safety. A new cooker had just arrived in the home ready to be fitted. The new owners are making sure the equipment in the home is up to date. New Victoria Nursing Home DS0000069036.V335360.R01.S.doc Version 5.2 Page 18 Aids and adaptations were in place to help the residents’ mobility, personal toilet and bathing needs. There is an ongoing refurbishment programme to ensure the building is maintained to a good standard. There are plans to redecorate the lounge, including new curtains and carpet and a choice of lighting. The laundry system is efficient, and the laundry room well run, clean and tidy. A new washing machine had just been purchased by the home, ensuring effective machines are in place. Bedrooms are well personalised and those residents spoken to said that they were happy with their bedroom and that the bedrooms were warm and comfortable. Most fire doors were shut during the inspection but some bedrooms are wedged open sometimes, at residents’ requests. The manager has completed detailed fire risk assessments and discussed these with the fire service on their last visit. She said that the fire service were satisfied with these measures. There is a large garden patio area where tables and chairs are set out for residents to sit in the warm weather. New Victoria Nursing Home DS0000069036.V335360.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 & 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Recruitment and selection procedures, sufficient staff numbers and training ensure the wellbeing and safety of residents. EVIDENCE: Residents spoken to and residents and relative who returned the comment cards said staff were very good. One resident said, “Staff are good, they really do their job.” Another resident added “Wonderful staff, Staff are so kind even if you take a while over something, so very kind”. A relative said, “The staff are marvellous, so kind”. Many of the staff have worked in the home for a long time. They work effectively together to provide good care for the residents. Staff know the residents well and are familiar with their care. “The staff try to help everyone. a relative said. Residents spoken said that staff came to assist them promptly when they called them. The rota was checked and this provided satisfactory levels of staff. Staff spoken to felt that they were in sufficient numbers to provide appropriate care and support. Relatives and friends said through the comment cards that care staff have the right skills and experience to look after people properly. A relative said “ The very cheerful and well trained staff make life much easier for my mum. They have become her other family”. Another relative added, “The staff are so supportive no matter how many times we need them”. New Victoria Nursing Home DS0000069036.V335360.R01.S.doc Version 5.2 Page 20 Staff spoken said, “We have a great team. We are happy working here and give our best and look after the residents well so they are happy”. The records of three members of staff were checked. They contained all the information required by regulation before new staff members commence working in the home. This ensures residents are protected from people who should not work with vulnerable adults. There is a short induction checklist in place for all staff, although this is quite brief and the home is not using the Sector Skills Councils common induction package. This is a comprehensive package covering all areas of care. The manager should look at extending and developing the induction package in the home. Staff are encouraged to complete NVQ training. This is a national, practical and theoretical qualification in care. It assists staff in providing good quality care to residents. The home has achieved 87 of care staff with a level 2 or above National Vocational Training (NVQ),over 50 having completed NVQ 3 training. This is well above the 50 of staff required to have NVQ training. In addition to the good level of NVQ qualifications, staff have received training including safeguarding adults, Moving and Handling, Fire safety, Health and Safety and Infection control. The manager has a detailed record of courses each member of staff has completed, those to be completed and dates for refresher courses if needed. This ensures that all staff receive appropriate training. Staff spoken said that the manager encouraged and supported them to attend training to improve their knowledge and skills and that this improved the care of residents. One member of staff said, “We are always being offered good training that helps us care better”. Another added, “Training is good here and that helps the residents and us.” Staff meetings are held regularly to keep staff up to date on care of residents and plans for the home and improves residents care. New Victoria Nursing Home DS0000069036.V335360.R01.S.doc Version 5.2 Page 21 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, 32, 33, 35, 36 & 38 Quality in this area is good. This judgement has been made using available evidence including a visit to the service. The home is effectively managed, with quality assurance systems that support and protect residents and staff and enable residents, relatives and staff have a voice. EVIDENCE: The Manager, Marion Gourlay is a registered Nurse with years of experience of managing Nursing Homes. She undertakes periodic training to update her skills and has NEBS management diploma, but has not yet completed the Registered Managers award, Residents, relatives and staff spoken to said that she is very helpful, approachable and supportive. A resident said, “They are all very kind here, but especially matron”. One member of staff said of the manager (Matron), She will always try to help and that makes you willing to go the extra mile”. New Victoria Nursing Home DS0000069036.V335360.R01.S.doc Version 5.2 Page 22 While another said, she makes sure everything is done correctly but she is approachable, flexible and will always help if she can.” The manager ensures that she chats regularly to each resident to check that they are satisfied with the service. She also chats regularly to relatives. Residents and relatives spoken to confirmed this. Surveys are sent to residents and relatives approximately every twelve months to see if they are happy with the service and where they feel it could be improved upon. The home has achieved the Investors in People award. This is an external award which recognises the owners commitment to staff training and development. It is valid until October 2008 and then and is renewable, if the home continues to meet the standards. Staff supervision is not offered on a regular basis and should be. Regular formal supervision allows the manager and member of staff to look in detail at their work practice, skills, areas for development and future training. This enables them to look at aspects of their practice and improves residents’ care. Staff training as seen in staff training records and good practice observed in the home protect the health and welfare of residents, relatives and staff. The home has good health and safety systems and these are reviewed regularly. Staff are familiar with the policies and procedures. These measures increase the safety of residents, staff and visitors to the home. New Victoria Nursing Home DS0000069036.V335360.R01.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 3 3 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 2 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 2 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 3 X 3 X 3 3 3 STAFFING Standard No Score 27 3 28 4 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 3 3 X 3 2 X 3 New Victoria Nursing Home DS0000069036.V335360.R01.S.doc Version 5.2 Page 24 No 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. 1 Refer to Standard OP7 Good Practice Recommendations The manager should involve residents and where appropriate, relatives, in care planning and reviews to ensure that they know about, understand and can contribute to their care needs The manager should develop social and leisure activities to give all residents the opportunity to enjoy a range of activities within and outside the home. The manager should consider using a detailed and structured induction that gives staff a comprehensive knowledge of care. Staff should receive regular formal supervision to enable the manager and member of staff to look in detail at the work practice, skills, areas for development and future training needs of the individual. 2 3 4 OP12 OP30 OP36 New Victoria Nursing Home DS0000069036.V335360.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection Lancashire Area Office Unit 1 Tustin Court Portway Preston PR2 2YQ 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. 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