Inspection on 12/02/09 for Northmore Residential Care Home

This inspection was carried out on 12th February 2009.

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

Northmore Residential Care Home 13/02/07

Northmore Residential Care Home 23/01/06

Northmore Residential Care Home 24/05/05

Northmore Residential Care Home 20/09/04

Northmore Residential Care Home 29/12/03

Extracts from inspection reports are licensed from CQC, this page was updated on 19/06/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Northmore Residential Care Home 77 Barnsole Road Gillingham Kent ME7 4EA     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: Sue McGrath     Date: 1 2 0 2 2 0 0 9 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. that people have said are important to them: They reflect the things 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 24 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) 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 24 Information about the care home Name of care home: Address: Northmore Residential Care Home 77 Barnsole Road Gillingham Kent ME7 4EA 01634573678 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Mrs Santosh Rita Dassour,Mr Vijay Kumar Dassour Name of registered manager (if applicable) Type of registration: Number of places registered: Conditions of registration: Category(ies) : care home 9 Number of places (if applicable): Under 65 Over 65 0 dementia Additional conditions: 9 The maximum number of service users who can be accommodated is: 9 The registered person may provide the following category/ies of service only: Care home only - PC to service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Dementia - DE Date of last inspection Brief description of the care home Northmore Residential Home is located within the town of Gillingham and within approximately half a mile from the town centre and railway station, bus stops are close by. The home occupies detached premises with accommodation on three floors, with nine single rooms. There is a stair lift between the ground and first floor and second floors. The home has an attractive rear garden, which is mostly paved with borders and raised beds, making a pleasant place for residents to sit in the warmer weather. The home employs eleven care staff that work on a rota that includes one member of staff on a waking night duty and one sleeping in. Both owners are on-call off the Care Homes for Older People Page 4 of 24 Brief description of the care home premises. The home operates a key-worker system for service users. The home caters for older people with a diagnosis of dementia. Fees range from £427.00 to £480.00 per week. Care Homes for Older People Page 5 of 24 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: This visit was a Key Unannounced inspection that started at 08.45. We spoke to the registered provider and two members of staff. We spent some time sitting with residents in the lounge. Although communication was limited, one person laughed and said he did not know why the home was inspected as it was a very good home. The resident later said that he thought it was a good home because he had had unhappy stays in other homes and nowhere else had looked after him so well. Two visitors to the home had brief conversations with us and one said that they cant fault it and that home was very good. Another visitor confirmed that families received questionnaires occasionally from the registered provider. Both people said that the staff were friendly and welcomed them into the home. A written comment seen from family stated, I am always made welcome. Care Homes for Older People Page 6 of 24 Some records and other documents were cross-referenced. This means that we checked different records to confirm that important information about the well being of the residents is available and up to date. We also looked at the Annual Quality Assurance Assessment (AQAA) that was sent to us by the service. The AQAA is a self-assessment that focuses on how well outcomes are being met for people using the service. It also gives us some numerical information about the service and information about how the service has managed any complaints. We looked at what the service has told us about things that have happened in the service, these are called notifications and are a legal requirement. An accompanied tour of the premises was undertaken. 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 24 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 24 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. Prospective residents receive information they or their representatives need to make an informed choice about the home. A comprehensive assessment of needs ensures residents needs can be met. Residents benefit from being able to visit the home prior to admission. Evidence: The home has an up to date and comprehensive statement of purpose and service users guide. These give information to residents and their families or representatives about the services the home can offer. Prospective residents and their families are invited to visit the home at their convenience. A visitor confirmed that the home had made their friend very welcome and that she couldnt fault the home at all. Pre admission assessments are very thorough and give both the home and the prospective resident the opportunity to make an informed choice about whether the home can offer the care that the individual requires. Care Homes for Older People Page 10 of 24 Evidence: The registered provider later gives families a questionnaire asking about their impressions of the pre admission process. This asks if they felt comfortable with the process of admission and if the home could have done anything better to assist them. The home does not offer intermediate or respite care. Care Homes for Older People Page 11 of 24 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. Residents know their personal and health needs will be recorded and attended to. Medication administration policies and procedures protect residents. Residents know they will be treated respectfully. Evidence: Two individual care plans were viewed and cross referenced with risk assessments, day reports and some other records. Plans are informative and reviewed monthly and the home has evidence of health care issues being supported. A broad range of risk assessments has been identified. the registered provider agreed to increase the detail for staff specifically on how to assist with some identified risk areas. Visitors said the home keeps them informed of any changes to their relatives. Some written comments seen from families were very positive and compliments staff for their kindness and care. Residents files are now kept in one file per person and are well organised and easy to access and contain a variety of information about the residents well being. Residents have full access to general practitioners, community nurses, chiropodists, Care Homes for Older People Page 12 of 24 Evidence: dentists and opticians as needed. A nurse visited a resident during the inspection and discussed issues with the registered provider who was informative about that persons current health matters. A member of staff was also heard reassuring a resident about organising a dentist visit for her. Medication procedure follows guidelines set by the Royal Pharmaceutical Society of Great Britain. Staff undertake a safe medication course followed by direct observation before being allowed to administer medication. The home has robust policy and procedure guidance for staff on administration safety. The home has written policies and procedures for staff to follow in the event of death of a resident and to support families and other residents at this difficult time. It was clear listening to staff and during observations of staff interaction with residents that people are treated with dignity and everyone is seen as an individual. Care Homes for Older People Page 13 of 24 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 know they will be supported to maintain friend and family contacts. Religious needs are met. Residents know they will be encouraged to exercise choice over thier lives where possible. Evidence: The home offers services for people with varying degrees of dementia and manages varying degrees of challenging behaviour well. Organised activities can be stressfull for some residents and concentration for others can be difficult. Staff use their observational skills to learn about people choices. Care plans indicate that the home receives varying degrees of information from families towards daily living preferences. Some outings take place including accompanying the registered provider when shopping for the home. But attendance depends on individuals wanting to go out at that time. Staff say that sitting with residents in a one to one manner is enjoyed as they can judge when an individual is ready for this. There were written and verbal comments from visitors and families about how the staff welcome them and about the friendliness of the staff. Someone said that when they visited, it was like stepping into their own family home. Some residents enjoy helping in the house including tidying their rooms or helping wash up. Communion is arranged for some residents. A Care Homes for Older People Page 14 of 24 Evidence: member of staff pointed out indoor games in the home and said that reminiscence sessions were undertaken. A visitor said that the meals were old fashioned in that it was the sort of cooking the age range of the residents would have known when younger. The dinner being cooked looked appetising. Two people said they liked their dinner. There was evidence of soft drinks being encouraged during the day. Care Homes for Older People Page 15 of 24 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. Residents and their families are aware of how to make a complaint. The homes Adult Protection policy and procedures protect residents from abuse. Evidence: The home has an adult protection policy and the Department of Healths guidance to No Secrets. The home employs a complaint policy and a visitor said they knew who to speak to should they every have a complaint. But reiterated they had never had to complain in the years they had been visiting the resident in the home. The complaints policy is also available in the homes statement of purpose. The home has a compliments book that contained many cards and comments of gratitude about the good care given. A member of staff confirmed she had undertaken adult protection training and was clearly aware of issues involved. The home has an in house Adult Protection trainer. Care Homes for Older People Page 16 of 24 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. Residents benefit from living in a clean, hygienic and pleasant home. Residents benefit from an ongoing redecoration and refurbishment programme. Evidence: The registered provider has undertaken redecoration in the home since the previous inspection including new carpets and purchasing new, attractive and sturdy bedroom furniture. The kitchen is being completely renewed including new cooker, hob and wall tiling. New kitchen cabinets are already in place. Although some decoration in the home could benefit from refreshing, there is an ongoing redecoration programme and the home was clean, tidy and hygienic. Bedrooms are individual and the new bathrooms are bright clean and attractive and contain hoists that have up to date maintenance certificates. There are two stair lifts and a new one has been ordered to replace the one on the ground to first floor stairs. The lounge is cosy and homely and the dining room is bright and cheerful in appearance. there is also a small conservatory off the dining room. The laundry is accessible from the garden and contains machines suitable for reaching high temperatures. Staff undertake infection control training. Maintenance certificates seen were in date. Care Homes for Older People Page 17 of 24 Care Homes for Older People Page 18 of 24 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. Residents benefit from well trained staff who are competant to do their job. Robust recruitment procedures protect residents. Evidence: Two staff files were viewed and these contain robust recruitment policies and procedures. The registered provider closely follows procedures to ensure appropriate staff are employed and that all required checks including Criminal Record Bureau checks are in good order. The home is fully staffed including some new staff that are currently undertaking mandatory training. The registered provider discussed the importance he puts on staff training and there was evidence of a wide range of training materials in the office. The home provides distance learning courses for staff and one member of staff is an in house trainer. As well as mandatory courses, staff also receive training in understanding dementia and challenging behaviour. NVQ is promoted. A member of staff said that the registered provider would be willing to seek specific training if staff wished to undertake learning in a service related subject. A member of staff said that the staff felt confident to talk to the provider at any time. It was confirmed by staff that supervision takes place six weekly. The home operates a key worker system. Care Homes for Older People Page 19 of 24 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. Residents benefit from the management style of the home that is competent, enthusistic and experienced with care of older people with dementia. Residents know the home is run in their best interests. Financial procedures protect residents. Health, safety and welfare of residents is maintained. Evidence: The registered provider has the necessary qualifications and experience to manage theh ome. During the course of the inspection the registered provider was open about the management style and was knowledgeable about the needs of the residents and maintaining suitable staff training. Staff and a visitor said they had no hesitation in speaking to the registered provider at any time. A visitor confirmed that the home is supportive and friendly. Quality assurance is in the form of questionnaires that are given twice yearly. The registered provider also gives the representatives of new residents a questionnaire about the admission process and whether the process was comfortable and if the Care Homes for Older People Page 20 of 24 Evidence: home could have done anything differently. Finances are dealt with mainly by families or social services. A member of staff stated that finance is dealt with only by the registered provider and that if staff wanted to purchase something for a resident they would make a request to the registered provider. Staff receives supervision every six weeks. Evidence of this was seen and staff confirmed this. Staff training is promoted and staff recruitment is robust with suitable policies and procedures. The ethos of the home is caring and supportive. Very positive verbal and written comments received or seen from visitors or families confirm this. everyone, residents and staff alike are always cheerful, another wrote of the kindness and care shown to residents and I am always made welcome. All of the records seen to ensure health safety and welfare of the residents were up to date. Care Homes for Older People Page 21 of 24 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 22 of 24 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 23 of 24 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. Copyright © (2009) 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. Care Homes for Older People Page 24 of 24 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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