Inspection on 20/08/08 for Normanton Lodge

This inspection was carried out on 20th August 2008.

CSCI found this care home to be providing an Good service.

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

Normanton Lodge 08/08/06

Normanton Lodge 10/01/06

Normanton Lodge 09/08/05

Normanton Lodge 18/11/04

Normanton Lodge 30/06/04

Similar services:

The Shelley

Springfield House

Sutton Lodge Nursing Home

St Helier`s Residential Hotel

St Joseph`s

Ridgemount

Wingham Court

Old Hastings House

Extracts from inspection reports are licensed from CQC, this page was updated on 01/12/2008.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Normanton Lodge 14-16 Normanton Avenue Bognor Regis West Sussex PO21 2TX     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: David Bannier     Date: 2 0 0 8 2 0 0 8 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. the things that people have said are important to them: They reflect This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop 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 Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 29 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2008) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.csci.org.uk Internet address Care Homes for Older People Page 3 of 29 Information about the care home Name of care home: Address: Normanton Lodge 14-16 Normanton Avenue Bognor Regis West Sussex PO21 2TX 01243 821763 01243 860718 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable): Type of registration: Number of places registered: Normanton Limited Mrs Susan English care home 26 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category Additional conditions: 1 person under the age of 65. 1 0 Over 65 0 25 Date of last inspection Brief description of the care home Normanton Lodge is a care home able to provide personal care and support for up to 26 residents over 65 years of age. It may also offer care to 1 resident who may have dementia and 1 resident who may be under 65 years of age, but the maximum persons living at the home must not exceed 26. Normanton Lodge is located in a quiet residential area of Bognor Regis. Local amenities are within walking distance of the home and Bognor Regis seafront and promenade is a short drive away. There is a small car park at the front of the home and gardens to the rear, which are accessible to residents. Communal areas consist of a main lounge with a small dining area and a separate dining room on the ground floor. There is an additional quiet sitting room on Care Homes for Older People Page 4 of 29 the upper floor. There are twenty-four single bedrooms and one double bedroom. Nine bedrooms have en suite facilities. Care Homes for Older People Page 5 of 29 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: The quality rating for this service is two star. This means the people who use this service experience good quality outcomes. The inspection has followed the Inspecting for Better Lives methodology and is called a key inspection as it assesses those standards determined by the Commission as key standards. This inspection will also determine the frequency of inspections hereafter. The registered manager returned an Annual Quality Assurance Assessment (AQAA) prior to the inspection. Some residents and staff were sent surveys by the Commission entitled Have Your Say. These are designed to enable residents and staff to give their opinions about how the care home is being run. The information received from these Care Homes for Older People Page 6 of 29 documents will be referred to in the report. A visit to the care home was made on Wednesday 20th August 2008. As this was an unannounced inspection we gave the manager and provider no notification of our intention to visit. We spoke to some residents and observed care practices. We also spoke to some relatives who were visiting the home at the same time. This helped us to form an opinion of what it is like to live in this care home. We also spoke to some staff on duty in order to gain a sense of what it is like to work at the care home. We also viewed some of the accommodation and examined some records. The visit lasted approximately seven hours. Mrs English was present and kindly assisted us with our enquiries. What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.csci.org.uk. You can get printed copies from enquiries@csci.gsi.gov.uk or by telephoning our order line – 0870 240 7535. Care Homes for Older People Page 8 of 29 Details of our 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) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 9 of 29 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The care needs of all prospective residents have been assessed before they move in. We found no evidence that intermediate care is being provided at Normanton Lodge. Evidence: We identified the names of four residents for case tracking purposes. Documents and records seen confirmed that the needs of the identified residents had been appropriately assessed before they have been admitted. The manager also demonstrated they had obtained assessments carried out by the resident’s social worker or health care professional. We spoke to residents and noted that they had been well cared for. One resident told Care Homes for Older People Page 10 of 29 us, The staff are very helpful and very good. We also spoke to staff who were on duty. They were able to provide us with good information about the care needs of identified residents and how they should be met. From direct observations, discussions with staff and examining care records we found no evidence of intermediate care being provided. Information supplied by the manager prior to our visit confirmed that Residents are assessed prior to moving into the care home by trained staff, so we can provide a care plan which the residents or the their families will meet their needs. Normanton Lodge does not provide intermediate care but offers periods of respite care. Care Homes for Older People Page 11 of 29 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The residents health and personal care needs are not set out in an individual plan of care. Residents health care needs have been met. Residents are treated with dignity and their right to privacy has been respected. Residents are not always protected by the homes policies and practices for administering medicines. Evidence: We could find no evidence that care plans have been drawn up from the information gathered when residents needs were assessed. In addition we could find no evidence to confirm that care plans include clear instructions to staff so they know what is Care Homes for Older People Page 12 of 29 expected of them in order to meet the identified needs of residents. We discussed this with the manager during our visit. Mrs English informed us that she was aware that care plans needed to be worked on. She also informed us that she intended to work on improving them in the near future. We found no evidence that residents had been poorly cared for. We have therefore, decided not make a requirement on this occasion. However, we will review this again during our next scheduled visit to the care home. Eight surveys returned by a residents confirmed they always receive the care and support they need. One resident commented, I have been quite satisfied and well looked after in the two years I have been here. My family are happy with my care and are able to visit at any time One survey completed by a resident confirmed they usually receive the care and support they need. One survey confirmed the resident only sometimes receives this. The resident also commented, I eat my meals in my room. If I am asleep they just leave my meals. Of course it gets cold so I dont have any lunch (not every day). Perhaps they could wake me if that is allowed. We saw that residents we spoke to during our visit were well cared for and were comfortable. They told us the staff were very kind and treated them well. They also told us, The staff are very helpful and very good. They will ask me what I want to wear each day. I am quite satisfied with the care I receive. We also spoke to the relatives of a residents. They told us they were very satisfied with the care and services provided at Normanton Lodge. One relative told us, The staff are very kind and caring. We find them very outgoing and friendly. We have been impressed with the care provided as the staff are prepared to ensure the residents get the right level care they need. We are always contacted when there are changes in my relatives health. The staff are prepared to have a dialogue with us when there are changes in my relatives care needs. Three surveys returned by relatives confirmed they believe the care home always meets their relatives needs. One relative commented, I am quite happy with the care my relative receives. I think their needs are quite well catered for. Five surveys returned by relatives confirmed they believe the care home usually meets their relatives needs. One relative commented, My relative is very independent and can be set in their ways. But, I feel my relatives needs are noted. We saw staff provided care in a manner that ensured their dignity and privacy has been maintained. Staff were courteous when speaking to residents and ensured doors were closed when personal care was being provided. Care Homes for Older People Page 13 of 29 All eight of surveys returned by staff confirmed they are always given up to date information about the needs of people they support. One member of staff also commented, Giving information is of great importance. Information we received from the manager before our visit confirmed that, Care plans show that the physical health of residents is regularly monitored, giving clear information to carers to assist to assist with all all aspects of residents needs. Appropriate systems have been put in place for the recording, storing, handling, and disposal of medication. Medication is stored safely and securely. There was no evidence of medication being stock piled. Medication record sheets were seen. We saw that there were some gaps in the records of medication administered to residents. This means it is unclear if residents have been given their medication in accordance with directions prescribed by the doctor. We discussed this with the manager who agreed to take the necessary steps to ensure records are kept up to date. The staff on duty who we spoke to confirmed that, if they are responsible for administering medication, they have received training in this area. We were also shown how staff administer medication. This includes, in some instances, taking medication out of a container marked with directions by the dispensing pharmacist into another, unmarked container, before giving the medication to the resident. This is known as pre administering medication. It is considered to be dangerous, as residents may not be given the right medication. We spoke to the manager about this. The manager agreed to take this up with staff who are responsible for administering medication and will make changes where necessary. Information we received from the manager before our visit confirmed that, Training is given to staff who administer medication ensuring residents are protected by the homes policies and procedures. Care Homes for Older People Page 14 of 29 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents are provided with activities that satisfy their recreational interests and needs. Residents maintain contact with family and friends as they wish. Residents are helped to exercise choice and control over their lives. Residents receive a wholesome appealing balanced diet in pleasing surroundings. Evidence: We were given a copy of an activity programme for the month. We were informed that care staff are responsible for arranging in house activities. This usually takes place during the morning. These include keep fit, quiz, bingo and reminiscence sessions. However, we found no evidence of activities taking place during our visit. we were informed that, due to holidays and sickness there were fewer staff on duty than usual. Other activities planned for August included a gentle exercise session and visits by two external entertainers. Care Homes for Older People Page 15 of 29 We examined care records and found they included information with regard to residents leisure interests and hobbies. Records seen also included details of residents preferences with regard to daily routines. One resident told us that their preferred time for getting up and going to bed is respected by staff. Two surveys returned by residents informed us that there are always activities arranged by the care home that they can take part in. One resident commented, I am quite fit for my age and like to go for walks and socialise. I have made friends her. Three surveys confirmed there are usually activities arranged. One resident commented, When possible there are a variety of things arranged including, musicians coming, exercises, bingo etc. About once a month a lady visits and sets up a shop where we can buy many things we might need including toiletries, clothing, writing pads and cards. At Christmas there is a carol concert. Surveys returned by three residents confirmed activities are sometimes arranged. One resident commented, I find it difficult to walk much and cannot get comfortable in the chairs in the lounge. So Id rather not go to activities. I like my own company and television and doing crosswords. Two surveys confirmed there are never activities arranged that they can take part in. One resident commented, My sight is not good and I cannot communicate properly so I find activities difficult to take part in. Care records also include information about the social network of each resident, including contact they have with family and friends. We saw several people visiting the care home. We spoke to the relatives of one resident who confirmed they are made welcome when they visit. The homes visitors book also indicated residents receive frequent visits from friends and relatives. Three surveys returned to us by relatives confirmed that the care home always helps residents keep in touch with family and friends. Three surveys confirmed the care home usually helps residents keep in touch. Information supplied by the manager before our visit confirmed, All visitors are welcome to visit at any time and residents can meet with their family and friends in the privacy of their own room. The main meal is taken at approximately 12.30pm each day. There is a dining room which can accommodate up to nine people. We were informed other residents take their meal in either the lounge on individual tables or in their own rooms. The meal is served out to residents by care staff. During our visit we saw the meal being served to residents. It consisted of a choice of either roast chicken with gravy, new potatoes, broccoli, carrots and peas or home made soup followed by sponge and chocolate custard. We noted the meal was presented in an appealing manner to encourage and stimulate residents appetite. We saw residents were enjoying the meal provided. Care Homes for Older People Page 16 of 29 Residents also told us that the food is very good. We were given copies of menus that indicated that residents are provided with a varied, nutritious and wholesome diet. We spoke to the cook who informed us of the special diets they are currently providing for. This includes diabetic diets and meals which need to be liquidised. Five surveys returned to us by residents confirmed they always like the meals provided at the care home. One resident commented, Meals are varied and you have choices. Another resident commented, The food is nicely served and cooked. Two residents confirmed they usually like the food provided. One resident commented, There is a good variety and our individual likes are taken into account where possible. Three surveys returned by residents confirmed they sometimes like the food provided. One resident commented, Generally I do, but being in a home with a lot of people is is difficult to cater for everybodys dislikes. Another resident commented, If you dont like the meal of the day there is not much alternative. Information supplied by the manager prior to our visit confirmed, All the food is home cooked to a very high standard and residents have a choice where to eat their meals. Care Homes for Older People Page 17 of 29 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The registered manager has ensured any complaints made by residents, their relatives or friends will be listened to, taken seriously and acted upon. The registered manager has ensured residents are protected from possible abuse or neglect. Evidence: We saw that the home’s complaint procedure was displayed in the front hallway of Normanton Lodge. We looked through the record of complaints the manager has received. This indicated that complaints have been dealt with appropriately and in accordance with the home’s own complaint procedure. Information supplied by the registered manager before our visit confirmed that complaints received in the last 12 months have been resolved to the satisfaction of the person making the complaint and within timescales set out in the homes procedure. Nine surveys returned by residents confirmed they always knew who to speak to if they are unhappy. One survey stated they usually knew who to speak to if they are unhappy. However, all ten surveys returned confirmed residents knew how to make a complaint if necessary. One resident commented, The manager is always available to Care Homes for Older People Page 18 of 29 listen to any problem we might have. Information supplied by the registered manager before our visit confirmed that, Complaints are treated as ways of improving our services. We hope that residents, relatives and friends feel comfortable about complaining and are confident that their complaint will be dealt with and responded to within 28 days maximum. We spoke to staff who were on duty. They told us about the training they have received. This included training in identifying all forms of abuse and reporting any allegations made. Information provided by the manager prior to our visit confirmed that all staff have undertaken appropriate training. It was also confirmed that policies and procedures have been drawn up that staff are expected to follow, which have been designed to protect vulnerable residents from abuse and neglect. The registered manager also confirmed , All our residents are protected by the homes adult protection policies and procedures. Staff have attended training on how to protect adults from all kinds of abuse. I, myself, as the manager, have attended training regarding the West Sussex multi agency policies and procedures for safeguarding vulnerable adults within our care. Lessons learned from this course have also been implemented in the care home and the information passed on to my care staff. Care Homes for Older People Page 19 of 29 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The registered provider has ensured residents live in a safe, well-maintained environment. The registered provider has ensured the home is clean and hygienic. Evidence: We looked at the private accommodation of several residents along with the communal areas, including the dining room and the lounge. These areas were clean, decorated and furnished in a comfortable manner that met the needs of the residents accommodated. Bedrooms have also been appropriately decorated. Residents have been encouraged to bring personal effects and small items of furniture in order to make bedrooms as individual as possible. We spoke to some residents who told us the home was a comfortable place to live. They also confirmed they were satisfied with the accommodation provided. All ten surveys completed by residents confirmed that the home is always fresh and clean. One resident commented, The rooms are vacuumed every day and wash basins and furniture cleaned. Toilets are cleaned as well. Care Homes for Older People Page 20 of 29 We also visited the kitchen area, the laundry, and several bathrooms. We noted that these areas have been maintained to a good state of cleanliness. Information supplied by the manager prior to our visit confirmed, The care home is safe and well maintained with an ongoing redecoration programme which ensures the decor of the home is of a good standard. We were informed that the care home employs a handyman who is responsible for day to day maintenance and small repairs. We spoke to the manager about this who was able to show us the system she uses to ensure such issues are dealt with in a timely manner so that residents are kept safe. Information supplied by the manager prior to our visit also confirmed that policies and procedures are in place for staff to follow to ensure the risk of cross infections is reduced. It also confirmed the premises has been visited by the Fire Officer and Environmental Health officer to ensure it is safe and meets requirements in terms of fire safety and health and safety regulations. Equipment such as gas installations, electrical wiring and equipment have been regularly checked and maintained to ensure they are safe to use. Care Homes for Older People Page 21 of 29 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The registered provider has ensured that there are sufficient staff on duty with the appropriate mix of skills to meet the needs of residents accommodated. The registered provider has also ensured residents are in safe hands at all times. Residents are supported and protected by the homes recruitment policy and practices. The registered manager has ensured staff are trained and competent to do their work. Evidence: Seven surveys completed by residents confirmed there are always staff available when residents need them. Three surveys confirmed staff are usually available. One resident commented, There is an alarm system and at the press of a bell, a carer will come to our room to see what we need. Four surveys completed and returned to us by staff who work at Normanton Lodge confirmed there are always enough staff to meet the individual needs of the people using the service. Four surveys completed by staff confirmed there are usually enough Care Homes for Older People Page 22 of 29 staff. A member of staff commented, Sometimes I feel I dont spend enough time with service users as, sometimes we are short staffed and busy. We noted that, on the day of our visit, there were three care assistants on duty. We were informed that, there are usually four care assistants on duty until 2pm each day. Unfortunately, one member of staff was unavailable as a result of sickness. Due to the short notice the manager was unable to find an alternative member of staff and was assisting with residents care needs herself. In addition, housekeeping staff are on duty to cook meals and to clean the premises. The care staff are expected to carry out laundry duties as well. After looking through a selection of residents care records we concluded that staffing levels are sufficient to meet the current needs of residents. Information supplied by the manager prior to our visit confirmed that, Staffing numbers are set at a level which allows residents assessed needs to be met. We saw the recruitment records of two members of staff who have started working at the care home since our last visit. These records demonstrated that the registered manager have obtained appropriate checks for these staff, including criminal records checks, written references (CRB) and other documentation to confirm their identity. We discussed with the manager the necessity of ensuring this information is obtained before a member of staff begins working in the care home. We also reminded the manager of her responsibility to ensure the safety of vulnerable residents who live at Normanton Lodge. We looked at staff training records. They demonstrated that newly appointed staff undertake structured induction training. This includes providing an understanding of the principles of good care practices and covers the promoting of residents rights, independence, choice and dignity. Surveys returned to us by staff confirmed induction training covered everything they needed to know to do the job when they started. They also confirmed they had been given training which is relevant to their role, helps them understand and meet the needs of residents and keeps them up to date with new ways of working. There was no evidence that demonstrated that staff receive regular supervision from the manager on a formal basis. However, staff told us they found the management does provide staff with the support they need. This is done informally and during periods when staff are receiving handover between the morning and afternoon shifts. Information supplied to us by the manager before our visit confirmed that 80 of Care Homes for Older People Page 23 of 29 staff have obtained the National Vocational Qualification (NVQ) in Care at Level 2 or above. 2 of staff are currently working toward the same qualification. This information also confirmed that what the care home does well is provide a All members of staff receive ongoing training after their initial induction course in all aspects of their work. Care Homes for Older People Page 24 of 29 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. This care home is being managed by a person who has demonstrated they are competent to do so. The manager demonstrated Normanton Lodge is being run in the best interests of residents accommodated. Residents financial interests are safeguarded. The health, safety and welfare of residents and staff are promoted and protected Care Homes for Older People Page 25 of 29 Evidence: The registered provider has appointed Mrs Susan English to be the manager of Normanton Lodge care Home . Mrs English has demonstrated, via the process of registering with us, that she is fit to be in charge, of good character and is able to discharge her responsibilities fully. We found evidence that the manager holds staff meetings. We looked at the minutes of the last meeting. They indicated that the manager uses meetings to communicate with the staff team. Topics the manager discusses with the staff team include the needs of residents, planned events and other issues about the day to day running of the care home. The minutes we saw indicated that the last staff meeting took place approximately a year ago. When we discussed this with the manager it was unclear why no further meetings had taken place since then. The manager informed us that she meets with day time care staff when there is a hand over between shifts. We were informed that the registered provider has set up a system for monitoring, reviewing and improving the care and services provided by the care home. We were shown the paperwork that is used. We noted that, at the beginning of the year, residents and their families were asked to complete satisfaction questionnaires. We were shown a number of questionnaires that had been completed and returned to the manager. We noted that comments made were, in the main very positive and complementary. The manager informed us that there is provision for residents to deposit money and valuables for safekeeping. We looked at examples of the records kept of transactions undertaken on behalf of residents. They had been well maintained, were up to date and were accurate. The premises have been well maintained, ensuring a safe environment in which residents can live and staff can work. The registered provider has supplied information that indicates equipment such as boilers; other gas installations and electrical equipment have been regularly serviced and maintained. Residents have told us that they are satisfied with the accommodation and services provided. Staff have told us they have been provided training in such subjects as fire safety training, moving and handling, food hygiene, infection control, health and safety. Care Homes for Older People Page 26 of 29 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 27 of 29 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations Care Homes for Older People Page 28 of 29 Helpline: 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 We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. 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