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Inspection on 08/05/08 for North Court Residential And Nursing Home

Also see our care home review for North Court Residential And Nursing Home for more information

This inspection was carried out on 8th May 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.

What follows are excerpts from this inspection report. For more information read the full report on the next tab.

What the care home does well

North Court provides a secure and comfortable home for service users to live in. The home offers a holistic service in a relaxed and homely setting. Good individual care and support is offered to the service users to meet their needs as identified in their individual person centred care plans. Staffing levels were good and on the day of the inspection staff were observed spending time with residents and undertaking activities. Staff were also observed to be interacting warmly with the residents in a manner which respected their privacy and dignity and encouraged them to do as much for themselves as was safely possible. Residents spoken with were complimentary about their care " I feel happy and safe here, the staff often anticipate my needs and care for me well" One relative commented " North Court provides an attractive and welcoming physical environment. More importantly, the staff have the right approach to their work combining professionalism with flexibility and real care tailored to need." The home has clear management arrangements in place and staff reported that the management and the training opportunities they have supports them with their work.

What has improved since the last inspection?

Since the last inspection a number of bedrooms have been redecorated and re carpeted and most rooms have been supplied with new profiling beds. A sensory garden has been laid out and works to further landscape other areas of the garden have been planned. Care plans have been reformulated into a more person centred format.

CARE HOMES FOR OLDER PEOPLE North Court Residential And Nursing Home Northgate Street Bury St Edmunds Suffolk IP33 1HS Lead Inspector Mrs Jan Sheppard Unannounced Inspection 8th May 2008 09:30 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address North Court Residential And Nursing Home DS0000024456.V364702.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. North Court Residential And Nursing Home DS0000024456.V364702.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service North Court Residential And Nursing Home Address Northgate Street Bury St Edmunds Suffolk IP33 1HS 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) 01284 763621 01284 725980 north.court@fshc.co.uk Four Seasons Homes (No 4) Limited (wholly owned subsidiary of Four Seasons Health Care Limited) Mrs Elspeth Anne Nicol Care Home 65 Category(ies) of Dementia (6), Dementia - over 65 years of age registration, with number (65), Old age, not falling within any other of places category (32) North Court Residential And Nursing Home DS0000024456.V364702.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. One Place with the category Physical Disability (PD) The home is registered for one place under the category Physical Disability (PD) for the named individual specified in the letter dated 25th November 2003, for the duration of their residence. 16th May 2007 Date of last inspection Brief Description of the Service: North Court is located on the main road leading into the town centre of Bury St. Edmunds. The home was originally purpose built by Suffolk County Council as a home for older people but was sold in 1994 and purchased by the current owners, Four Seasons Health Care Ltd. in December 2000. The home is set well back from the roadway and accessed by a circular driveway with ample car parking spaces available. There are landscaped gardens to both the front and rear of the property with appropriate seating areas for service users. The home is registered to provide both nursing and residential care for up to 65 older people. The ground floor is divided into four units. Fern, Primrose, Rose and Heather provide care and accommodation for 33 older people suffering from dementia. The remaining units are sited on the first floor of the home and provide care for 32 frail elderly people who require either nursing or residential care. Bedrooms are usually for single occupation although some are of sufficient size to accommodate couples at their request. The current fees range from £495 to £714 per week; these fees do not cover hairdressing, newspapers, toiletries or chiropody. Various local Social Care authorities and Health authorities sponsor residents in this home. North Court Residential And Nursing Home DS0000024456.V364702.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 2*. This means the people who use the service experience good quality outcomes. This unannounced inspection took place over eight hours during a weekday. This was a key inspection that focused on the key standards of the Care Standards Act 2000 relating to Older People. During this inspection the inspector made a tour of the building, had in depth discussions with the homes manager who was present throughout, met and spoke with a number of residents and visitors, spoke with staff on duty and made a number of spot checks of the homes records. The detail in this report reflects the findings on that day and also takes account of information sent periodically to the Commission by the homes management. Information contained in the AQAA and in a number of pre-inspection surveys sent to residents relatives, staff and other professionals was also taken into account. Although the inspection was completed by just one inspector the wording used in the report will refer to “we” as the report is written on behalf of the Commission. What the service does well: North Court provides a secure and comfortable home for service users to live in. The home offers a holistic service in a relaxed and homely setting. Good individual care and support is offered to the service users to meet their needs as identified in their individual person centred care plans. Staffing levels were good and on the day of the inspection staff were observed spending time with residents and undertaking activities. Staff were also observed to be interacting warmly with the residents in a manner which respected their privacy and dignity and encouraged them to do as much for themselves as was safely possible. Residents spoken with were complimentary about their care “ I feel happy and safe here, the staff often anticipate my needs and care for me well” North Court Residential And Nursing Home DS0000024456.V364702.R01.S.doc Version 5.2 Page 6 One relative commented “ North Court provides an attractive and welcoming physical environment. More importantly, the staff have the right approach to their work combining professionalism with flexibility and real care tailored to need.” The home has clear management arrangements in place and staff reported that the management and the training opportunities they have supports them with their work. What has improved since the last inspection? What they could do better: No requirements have been made following this inspection. One issue identified during the inspection was addressed by the manager on the day and has been documented in the main text of the report. We were assured that the manager had a good awareness of areas which could be further developed and was taking steps to move them forward. These included the following. Better attention needs to be given to the temperature of meals at the time and location of them being served. It would be advantageous if more staff could access further in depth Dementia Care training. North Court Residential And Nursing Home DS0000024456.V364702.R01.S.doc Version 5.2 Page 7 Attention should be given to the items of sanitary wear that have become distastefully stained. 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. North Court Residential And Nursing Home DS0000024456.V364702.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 North Court Residential And Nursing Home DS0000024456.V364702.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): 3. Standard 6 is not applicable as this service does not offer intermediate care. People who use this service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. People who use this service can be confident that admissions to the home are not agreed until a full needs assessment has been carried out to satisfy that their needs can be met appropriately. EVIDENCE: The manager carries out pre admission assessments visiting the prospective applicant, either in their own home or in hospital. North Court Residential And Nursing Home DS0000024456.V364702.R01.S.doc Version 5.2 Page 10 Medical and social service reports are always sought so that the home can be fully informed about the prospective residents circumstances. Relatives and prospective residents are invited to visit the home to view the accommodation and to spend some time with the other residents in the unit. Which has the vacancy. The company, Four Seasons, has comprehensive pre admission assessment documentation covering all areas of care need including mobility, personal hygiene, diet, continence, cognition, current medication, past medical history, relevant social history and current relatives involvement and this was seen to have been fully completed on a three files of newly admitted residents that were examined during this inspection. Comments from relatives and also from newly admitted residents themselves confirmed that their admission process had been handled sensitively and had been conducted at a pace that suited them. All prospective applicants are given a brochure and information leaflets about the home and services offered along with details of the fees and contractual conditions. The homes statement of Purpose and Service Users Guide has recently been updated to more accurately reflect aspects of the service including visiting arrangements. The records evidenced that pre admission needs assessments are constantly reviewed with time intervals set as individual needs dictate this to meet the quickly changing circumstances of the residents and that relatives are involved with these reviews if they wish. At the time of this inspection the home had no vacancies and was carrying a small waiting list. North Court Residential And Nursing Home DS0000024456.V364702.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 and 10. People who use this service will experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. People who use this service can expect to have a person centred care plan which adequately documents their needs and how these should be met. The homes medication practices offer protection to the residents. EVIDENCE: Personal care was seen to be being delivered by qualified and experienced staff in a kindly manner that respected the residents dignity and individuality. Notices seen to be displayed in one residents’ room which had an institutional appearance were removed during the inspection. Staff were observed to be knocking on doors prior to entering bathrooms and bedrooms and to be calling the residents by their preferred name. North Court Residential And Nursing Home DS0000024456.V364702.R01.S.doc Version 5.2 Page 12 It was noted that staff of all grades worked very well together as a team and that they promoted a calm and relaxed atmosphere within the home. They all appeared to have good knowledge of the residents individual needs, preferences and requirements and of the particular ways in which they preferred their care to be delivered. Comments from both residents and relatives interviewed as part of this inspection spoke positively about the care received. One resident said “ I am very well cared for here I am very impressed with the staff generally from managers to carers and housekeepers they all show genuine care and sympathy.” A relative said “ They look after my Mother in a very caring way, staff make her feel special”. Three care plans were examined and these were well maintained. Since the last inspection all care plans have been reviewed and revised following a new format that ensures care needs are recorded in a more person centred way. End of life wishes were recorded and evidence of residents and relatives involvement with care plan reviews could be seen. Clear recording of weights fluid monitoring and referral to dieticians and doctors was recorded. A risk monitoring system is in place to monitor residents whose needs are increasing and who are becoming increasingly frail. The management plan for pressure wounds was well documented with accompanying photographs measurements and descriptions of the wound and healing process. Advice and assistance from the specialist Tissue Viability Service is sought and specialist equipment to assist with good care practices is bought in as required. Reports of pressure wound grades and progress are regularly made to the CSCI ( Commission for Social Care Inspection). At the time of this inspection no service user had at the home had acquired a pressure sore. The home uses an MDS (Monitored Dosage System) for medication storage and administration. This is supplied by a local pharmacist who gives a prompt service, good support and training. Medication reviews are undertaken by one of the local surgeries on an annual basis. Part of a medication round was observed during this inspection and staff were heard to be explaining appropriately to the recipient resident and to be administering and recording the administration in a safe manner. MAR sheets (medication administration record) sheets checked were seen to have been fully completed with no gaps. A check was made of the Controlled Drugs and these records were found to tally with the controlled medication held. All staff who administer medication are fully trained to do so. North Court Residential And Nursing Home DS0000024456.V364702.R01.S.doc Version 5.2 Page 13 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 and 15. People who use this service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. People who use this service can expect to be encouraged to maintain contact with family and friends, be offered a range of activities and to have a well balanced diet. EVIDENCE: The serving of lunch was observed as part of this inspection. It looked and smelt appetising and it was seen that a number of choices were available. Residents confirmed that care staff consult with them regularly as to their meal choices for the following day. Relatives commented very favourably on the refreshments provided for them during their visits and the celebratory meal laid on for one family who had travelled a considerable distance to visit their relative on an anniversary was spoken of with great appreciation. North Court Residential And Nursing Home DS0000024456.V364702.R01.S.doc Version 5.2 Page 14 Most residents were complimentary about the variety and quality of the food although several in one unit of the home said that it often arrived cold. Dishes tested during this inspection found it to be of an appropriate temperature. One relative commented “ Staff are very kind and helpful and the amount of time spent feeding is very good although I do wonder if larger bibs should be considered where eating is particularly messy”. Since the last inspection new menus have been introduced making better use of seasonal and locally produced produce and following choices expressed by the residents. The Manager explained that she aims to develop greater consultation and involvement between the residents and the catering staff so that the menus and choices can be better focused on meeting their preferences and needs and that consistency of presentation and temperature in all areas of the home can be monitored and assured. The range of activities offered in the home has in creased since the last inspection. All the care plans examined contained an assessment of the residents activity interests and preferences along with a plan as to the activities and classes in which they could participate and when they did so. Residents consulted confirmed that they were aware of their choices and knew that they did not have to participate unless they wished to do so. The home has an activities organiser and in addition a number of carers lead activities and were observed to be undertaking games and puzzles with the residents on one unit. A staff member was observed to be taking a resident to town and another resident who is able to go out unaccompanied showed the inspector the sketching that he had recently carried out in the Abbey Gardens. He spoke appreciatively of the manner in which the home supports him with his art work and painting. The activity programme evidenced that a number of outings are planned for the summer months and over the Christmas period. Photographic evidence of recent outings was on display in the entrance hallway. Families and friends are welcomed in the home a number visit daily and several were seen to be doing so on the day of this inspection. North Court Residential And Nursing Home DS0000024456.V364702.R01.S.doc Version 5.2 Page 15 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 and 18. People who use this service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. People who use this service can be confident that complaints are listened to and are handled properly and that the homes policies and procedures will ensure that they are protected from abuse. EVIDENCE: The complaints procedure was seen at the last inspection and was found to comply. The manager confirmed that no changes had been made to this since the last inspection. Relatives who completed a questionnaire indicated that they were aware how to make a complaint. Information given to us on the AQAA (Annual Quality Assurance Assessment) compiled by the manager tells us that the home has had few formal complaints but that a number of comments and suggestions from service users and relatives have been dealt with at source and promptly. The manager said that staff are encouraged to see such comments as constructive and not to defensively regard them as just critical. North Court Residential And Nursing Home DS0000024456.V364702.R01.S.doc Version 5.2 Page 16 Service users told the inspector that they understood the homes formal complaints procedure but most said that they would initially ask to speak with the manager and that they had confidence that any problems they might have would be sorted out quickly. The CSCI has not received any complaints about the care provided in the home since the last inspection. The complaints log kept by the home evidenced that recent complaints had been dealt with properly and settled within the prescribed time frames. A number of letters of Compliment were shown to the inspector. The home has a copy of the guidelines issued by the vulnerable adults protection committee of Suffolk and a comprehensive whistle blowing policy to protect staff and residents. Staff interviewed confirmed that they were aware of these policies and of the steps that they should take if they suspected that any abuse was happening. The homes training records evidenced that training covering these subjects was up to date with many staff having recently attended a refresher course. Two incidents concerning Safeguarding Adults that had arisen since the last inspection were seen to have been properly dealt with. One came to light as a result of a whistle blowing report from a staff member and investigations concerning both these are on going. As part of one of these ongoing investigations an IMP (Independent Mental Capacity Act) Advocate was interviewing a resident in the home on the day of this inspection. The Manager confirmed that she had undertaken the Company’s training briefing on the Mental Capacity Act and its implications for the vulnerable residents for whom she is responsible. Their mental capacity is now noted in the care plans for all residents. North Court Residential And Nursing Home DS0000024456.V364702.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 and 26. People who use this service experienced good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. People who use the service can expect to live in an attractive well maintained and safe environment that is spacious and homely and is well appointed with specialist equipment to meet their needs. EVIDENCE: The home which was subject to a major refurbishment in 2006 is spacious well appointed and with the exception of two areas was seen to be well maintained. During this refurbishment the communal areas had new furnishings, fittings, floorings and were redecorated to a high standard giving an overall fresh attractive and modern appearance to what had previously been a rather dowdy old building. Staff and residents told the inspector that now that they had got North Court Residential And Nursing Home DS0000024456.V364702.R01.S.doc Version 5.2 Page 18 used to it they did rather like it although initially the big change had been difficult to fully appreciate. On the day of this unannounced inspection the whole home was found to be odour free and generally tidy and clean. However a number of toilets both in the communal areas and in the en-suite facilities were badly stained and the house keepers explained and demonstrated that despite their very best efforts using the cleaning materials permitted these stains could not be removed. There appearance was unsightly and distasteful. The manager explained that these areas had not been included in the recent refurbishment programme and so these furnishings were more than ten years old. It is unfortunate that these areas let down the otherwise high standard of decorations and furnishings of the home. A programme of refurbishment for these areas must be planned. All of the residents consulted said that they were happy with their individual rooms.(except for the stained toilets) The rooms were seen to be well personalised by them with small items of furniture and personal possessions photographs etc. which reflected their earlier life and their tastes and interests. Since the last inspection a number of bedrooms had been redecorated and some had also been re-carpeted. However on the first floor some bedrooms were seen to be in need of fresh decorations, one resident commented negatively on the marked walls and the old carpet: the manager confirmed that these rooms were next in the programme for refurbishment. Relatives comments concerning the environment were generally positive “ North Court provides an attractive and welcoming physical environment. More importantly, the staff have the right approach to their work combining professionalism with flexibility and real care tailored to need.” More critical comments said that “In some bedrooms the carpets need cleaning or replacing. Windows and Mirrors need cleaning more frequently; some stained toilets could do with updating” Specialist equipment is provided for each resident to meet their particular needs following an OT assessment if required. This promotes the residents ability to retain their independence for as long as possible. The facilities provided in the home generally meet the needs of the service users very adequately. Staff reported that the home has sufficient hoists and that since the last inspection residents have been provided with pro filing beds. Several residents told the inspector how spacious and comfortable these were as well as having a modern attractive appearance and staff too commented on the improvement these specially designed rise and fall beds had bought to their working routines. North Court Residential And Nursing Home DS0000024456.V364702.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 and 30. People who use this service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to the service. People who use this service can be confident that they will be supported by appropriate numbers of skilled and trained staff who have been safely recruited to protect and support them and to ensure the smooth running of the home. EVIDENCE: Staff were working well together as a team and to be providing support for the residents in a kindly unhurried manner, allowing them to do as much for themselves as it is safely possible for them to do. Staff were familiar with the needs of the residents and a good rapport was seen to exist between them. The home continues to retain a core group of very dedicated and well trained staff many having worked at the home for many years. The home was fully staffed at the time of this inspection and the manager explained that they did not usually have to use agency staff covering sickness and holidays from within the staff team. North Court Residential And Nursing Home DS0000024456.V364702.R01.S.doc Version 5.2 Page 20 Staff who spoke with the inspector during this inspection said that they were happy working in the home, happy with the manner in which they were managed and with the training opportunities offered them although several did mention that they would like more in depth training on dementia care. One said “ the manager or a nurse is always available if I have any queries, we get along well together despite often being very busy.” The recruitment records examined for staff most recently appointed to the home evidenced that all the required checks had been made this to ensure the safety of the residents. New staff commence their duties only after the results of a full CRB check has been received and then work on a supernumerary basis for the first two weeks during which they commence their formal induction training. The company Four Seasons have a comprehensive induction programme and a log book which each new member of staff works their way through during their first six weeks with the help of a mentor. The home compiles an annual training programme to meet the assessed training needs of all the staff. More than 50 of the care staff have a minimum of NVQ 2 in care. North Court Residential And Nursing Home DS0000024456.V364702.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): 31,33,35 and 38. People who use this service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. People using this service can be confident that they will be safeguarded by the sound management approach led by an experienced and qualified manager and management team and that there are administrative systems in place to ensure their rights and encourage their independence and choices. EVIDENCE: The registered manager is a trained nurse who is experienced and knowledgeable about the care of older people. North Court Residential And Nursing Home DS0000024456.V364702.R01.S.doc Version 5.2 Page 22 She has completed the registered managers award and regularly attends training courses so as to keep her knowledge current. It is planned that she commences a Dementia Mapping training Course later in the year. The home benefits from having a stable management team who are well qualified and experienced and whose ethos is very clearly to put the needs of the service users first. Their confident and calm approach to their work positively influences the homely and relaxed atmosphere in the home where meeting the nursing and social care needs of the residents was found to be well integrated. Residents relatives and visiting professionals interviewed for this inspection confirmed that the manager and her team are always very approachable and make every effort to sort out any problems quickly. A relative commented “ I am always made to feel welcome when I visit the home”. Another relative of a recently admitted resident said “ The manager was most informative and supportive I was made to feel welcome into the North Court family from the outset”. The records evidenced that a supervision matrix is in place to ensure that all staff receive formal supervision at least six times a year. Staff spoken with confirmed to the inspector that the feel themselves to be well supervised and managed and that they could speak to the manager at any time. Regular staff meetings are held with appropriate agendas and minutes being kept. Quality assurance systems are in place and discussions with the manager evidenced that she is proactive in addressing quality issues within the home. The manager is committed to promoting equality and diversity in the service and meeting the service users individual needs. The records relating to fire testing, the monitoring of water temperatures, risk assessments for the environment and safety checks for the home equipment were seen to be well maintained this ensuring the safety of the residents at all times. North Court Residential And Nursing Home DS0000024456.V364702.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 x x 3 x x x HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 2 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 x 18 3 2 x x x x x x 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 x 3 x 3 x x 3 North Court Residential And Nursing Home DS0000024456.V364702.R01.S.doc Version 5.2 Page 24 Are there any outstanding requirements from the last inspection? no STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations 1 OP19 The manager should ensure that cleanliness in all areas of the home is maintained to a satisfactory standard and that stained sanitary furnishings are cleaned or replaced to ensure the Home maintains dignity and appropriate respect for residents. The manager should ensure that meals are served at the appropriate temperature in all areas of the home so that residents receive meals at an appropriate temperature, to ensure meals are appetising and residents continue to be treated with dignity and respect. 2 OP15 North Court Residential And Nursing Home DS0000024456.V364702.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection Eastern Region Commission for Social Care Inspection Eastern Regional Contact Team CPC1, Capital Park Fulbourn Cambridge, CB21 5XE National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI North Court Residential And Nursing Home DS0000024456.V364702.R01.S.doc Version 5.2 Page 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!