Inspection on 24/08/06 for Norton House

This inspection was carried out on 24th August 2006.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Poor. The way we rate inspection reports is consistent for all houses, though please be aware that this may be different from an official CSCI judgement.

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

Other inspections for this house

Norton House 21/07/09

Norton House 30/07/07

Norton House 27/01/06

Norton House 12/08/05

Similar services:

Snydale Care Home

Abbey The

Larchfield Manor

Hawkhills

Beeches The - North Yorkshire County Council

The Grove Waltham

Carentan House

Ravensworth Lodge

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

CARE HOMES FOR OLDER PEOPLE Norton House Norton Street Elland West Yorkshire HX5 0LU Lead Inspector Cheryl Stovin Unannounced Inspection 24th August 2006 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 Norton House DS0000063222.V310025.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. Norton House DS0000063222.V310025.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Norton House Address Norton Street Elland West Yorkshire HX5 0LU 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) 01422 379072 Mrs Patricia Beaumont Care Home 17 Category(ies) of Old age, not falling within any other category registration, with number (17) of places Norton House DS0000063222.V310025.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 27th January 2006 Brief Description of the Service: Norton House is a privately owned care home registered to provide accommodation and care for up to seventeen older people. The establishment is situated in a residential area close to the town centre of Elland and with easy access to Halifax by public transport. The property, a stone built detached period property is set in well maintained gardens and grounds. The home is generally well maintained and a major programme of refurbishment and redecoration is currently taking place. The accommodation comprises of eleven single and three shared bedrooms with spacious and comfortable communal facilities. The weekly charge is £389. Additional charges are made for hairdressing, chiropody, and personal newspapers. Norton House DS0000063222.V310025.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This report refers to a Key Inspection of Norton House which was undertaken on 24th of August 2006 by an inspector from the Commission for Social Care Inspection. A total of 8 hours was spent on the visit. In addition to the visit to the home, when service users were consulted, relatives/visitors were invited as to their opinions of the services and facilities provided within the home by the completion of a comment card. Nine replies were received. Service users were also sent comment cards, eleven were received. Individual comments made from the respondents can be found in the main body of this report. The inspector was warmly welcomed into the home and would like to express thanks for the assistance and co-operation given during the course of the inspection. In April 2006 the Commission for Social Care Inspection (CSCI) made some changes to the way in which care services are inspected. Care services are now judged against outcome groups. The inspection report is divided into separate sections for each outcome group for example Choice of Home. An overall judgement is made for each outcome group based on the findings of the inspection. The judgements reflect how well the service delivers outcomes to the people using the service. The judgements categories are “excellent”, “good”, “adequate” and “poor”. The judgements are recorded within the main body of this report. More detailed information about these changes is available on our website – www.csci.org.uk What the service does well: The home has a relaxed and welcoming atmosphere and service users and visiting relatives spoken to during the inspection confirmed that this is always the case. All service users are subject to assessment prior to moving into the home, and are encouraged to visit, several times if they wish, prior to making a decision to become resident. The staff appeared to be working together as a team and meeting the needs of the service users in a sensitive and dignified manner, with appropriate use of informality and humour. The service users said they were well treated and that the staff team are kind and attend to their needs promptly. There is an Norton House DS0000063222.V310025.R01.S.doc Version 5.2 Page 6 on-going programme of NVQ training within the home and at the time of the inspection over 50 of the staff team had completed the award. The home is well maintained throughout and was noted to be clean and hygienic. Individual bedrooms seen were highly personalised and service users expressed satisfaction with the services and facilities provided. All of the respondents to the service user and relatives/visitors comment cards indicated that they were satisfied with the overall care provided within the home. What has improved since the last inspection? What they could do better: Some activities are provided within the home and impromptu outings arranged. Service users and relatives/visitors comments, however, indicate that there is a desire for more opportunities for social and recreational activities take place. Some staff have received training in medication administration, there are still some who have not, and must receive appropriate training. The establishment holds a complaints procedure, however, it is not displayed and all service users must be given a copy. Members of the staff team have not received recent Protection of Vulnerable Adults training and must do so. Norton House DS0000063222.V310025.R01.S.doc Version 5.2 Page 7 The laundry floor has a rough stone surface and must be finished with an impermeable finish to ensure efficient cleaning. 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. Norton House DS0000063222.V310025.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 Norton House DS0000063222.V310025.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 1,2,3,5,6 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The home could not produce a Statement of Purpose or Service User Guide, therefore, prospective service users do not have written information regarding the services and facilities provided within the establishment. Each service user has a contract and statement of terms and conditions detailing the rights and responsibilities of each party. All service users needs are fully assessed prior to moving in to ensure the home can meet their needs. Intermediate care is not provided within the establishment. EVIDENCE: Norton House DS0000063222.V310025.R01.S.doc Version 5.2 Page 10 The Statement of Purpose and Service User Guide could not be located at the time of the inspection, therefore, prospective service users do not have access to written information about the services and facilities provided within the home. The Registered Person must produce these documents which should be freely available to service users and their representatives. All service users have a contract and statement of terms of residence. This document details who is responsible for any ‘top up’ fees and the rights and responsibilities of each party. All prospective service users are subject to an assessment of their needs prior to moving into the home, and are encouraged to visit the home prior to making a decision to move in. Intermediate care is not provided within the establishment. Norton House DS0000063222.V310025.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 7,8,9,10 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Service users needs are thoroughly assessed and the home has a good approach to promoting the service users personal and health care needs. Medication practices are generally safe, however, some staff have not received appropriate training in medication administration. EVIDENCE: All of the service users have an individual plan of care which details their personal, social and health care needs. The care plans are reviewed and updated on a monthly basis, with a formal review being held every six months. Risk assessments are in place, again with evidence of regular review. Service users, with whom the inspector consulted, confirmed that they are treated with respect and their privacy respected at all times. Visiting relatives Norton House DS0000063222.V310025.R01.S.doc Version 5.2 Page 12 spoken to during the inspection confirmed that this is the case. Service users who completed and returned a comment card indicated that most of the time they receive the support they require. The system for the administration of medication in the home is by a cassette system supplied via a local pharmacy. The medication is securely stored, and medication systems were observed to be generally safe. Medication Administration Records were accurately completed and stocks held reconciled with records kept. Some staff, responsible for administering medication, still have not received appropriate training, and must do so. Norton House DS0000063222.V310025.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14,15 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The routines within the home are flexible with service users being enabled to exercise choice and control over their lives. Limited activities are provided within the home and opportunities for further social and recreational activities should be provided. Relatives and friends are welcomed into the home. Service users enjoy a varied and nutritious diet. EVIDENCE: The daily routines in the home are flexible to enable the service users to exercise choice as to how, where and with whom to spend their time. Service users confirmed that they choose when to get up and when to retire, and expressed satisfaction with the daily life within the home. Service users who returned a comment card made the following comments. Norton House DS0000063222.V310025.R01.S.doc Version 5.2 Page 14 “I am content and the staff are friendly”, “very nice place it is comfortable and clean”, “very happy here would recommend it to anyone”, “everything o.k.”, “the staff go out of their way to make our lives better, a special thanks to them for how they are so bright and caring”, “we are well cared for by the staff”, and “a first class home”. Respondents to the relatives/visitors comment cards included the following comments: “Norton House has a bright and cheerful atmosphere and our relative seems to be quite happy with the care provided”, “owners and staff have done a wonderful job in caring for my mother and improving her well being” and “a very good home”. Some activities are provided within the home, and impromptu outings are undertaken. One service user described how she had enjoyed going into Elland the previous afternoon for a look around the shops and a cup of tea. Regular religious services are held in the home to ensure the service users spiritual needs are met. Three respondents to the relatives/visitors comment cards indicated that they felt more activities would be beneficial, and made the following additional comments: “we feel there is a shortage of entertainment/activities”, “there seems to be little or no entertainment and no social activities, although they do take residents for walks and rides, this is an observation not a complaint”, and “some stimulation of the residents would be beneficial, bingo, quizzes exercising to keep mind and body more active would help”. Four service users who completed a comment card also made the following comments: “would like some day trips”, “would like some activities more often”, “staff spend time with us and play games, but would like a singer to come”, and “would like some more entertainment and the singer who used to come”. Service users confirmed that they enjoy the food provided, and records seen indicate that a varied and nutritious diet is taken by the service users. The main meal of the day is taken at lunchtime, and the luncheon on the day of the inspection was poached salmon and parsley sauce, new potatoes and carrots and swede, followed rice pudding. An alternative is always available. There are no dedicated catering staff employed within the home, the care staff are responsible for cooking the meals, the staff on duty at the time of the inspection, stated that they were quite happy to do so, and the meal served appeared well cooked and presented. Two relatives/visitors made the following written comments: “a dedicated cook who would also ensure a balanced diet would be a big improvement and release staff from preparing the food”, “the kitchen facilities are very limited and there is no regular cook”, and “mother seems to eat fairly well. We are perturbed over the menu planning, one tea time meal was chip butties”. All of the service user comment cards indicated that the service users always or usually liked the meals served at the home. Norton House DS0000063222.V310025.R01.S.doc Version 5.2 Page 15 Relatives and friends were observed to be warmly welcomed into the home, and visiting relatives consulted during the inspection, stated that this was always the case. All respondents to the relatives/visitors comment cards indicated that the staff welcome them into the home, and that they are kept informed of any important matters affecting their relative/friend. Norton House DS0000063222.V310025.R01.S.doc Version 5.2 Page 16 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 16,18 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. A complaints procedure is in place, however, it is not displayed. Staff have not received recent training in the Protection of Vulnerable Adults. EVIDENCE: The home holds a complaints procedure with a complaints log, however, the procedure is not displayed. Only three respondents to the relatives/visitors comment cards indicated that they were aware of the homes complaints procedure. The majority of the service users who completed a comment card indicated that they knew how to make a complaint, with one respondent commenting: “Do have nothing to complain about, but would know who to speak to”. A complaint was made direct to the Commission for Social Care Inspection earlier this year, and a random inspection undertaken. The proprietor of the home co-operated fully with the investigation. The complaint was broken down into seven elements, one element of the complaint was upheld and one partially upheld, the rest were not. A report was published following the inspection, which can be made available on request. The acting manager was aware of adult protection procedures, however, the staff team have not received recent training in the Protection of Vulnerable Norton House DS0000063222.V310025.R01.S.doc Version 5.2 Page 17 Adults. The acting manager was informed of how to access this training via the Calderdale Adult Protection Co-ordinator. Norton House DS0000063222.V310025.R01.S.doc Version 5.2 Page 18 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 19,20,22.23.24.25.26 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Service users live in a safe and well maintained environment, which is clean and hygienic throughout. Service users bedrooms are personalised reflecting individual’s interests and tastes. Communal areas are spacious and comfortable. Infection control measures are in place, however, the laundry floor must be fitted with an impermeable finish. EVIDENCE: The owners of the home have embarked on a major programme of refurbishment and redecoration. The work completed to date has been Norton House DS0000063222.V310025.R01.S.doc Version 5.2 Page 19 prioritised to ensure compliance with health and safety regulations. New assisted bathing facilities have been provided and three new showers installed. Work has been completed to ensure that water is stored at the required temperature, and a new washing machine installed equipped with infection control properties. The laundry floor, however, requires finishing with an impermeable floor covering for effective cleaning. Work is progressing to improve the physical environment within the home, the dining room has been totally refurbished as has one of the lounges. Service users bedrooms appeared to be well equipped with new bedding having been purchased, and appropriate locks provided to the bedroom doors. Some of the bedrooms appeared to be in need of redecoration, and these will be prioritised and incorporated into the future plans to install en-suite facilities. Externally there are well maintained and attractive grounds with ample car parking facilities. The home was observed to be clean and hygienic throughout. All of the service users who responded to the comment cards indicated that the home is always fresh and clean. One respondent to the relative/visitor comment card made the following comment: “cleaning is to a high standard, but beds are not changed on the regular basis that they should be. Rota does indicate that the sheets are changed weekly, but not the duvet cover”. Norton House DS0000063222.V310025.R01.S.doc Version 5.2 Page 20 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 27,28,29,30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home is staffed by a well trained workforce, in sufficient numbers to meet the needs of the service users. Service users are protected by the homes recruitment practices. EVIDENCE: The home is appropriately staffed to meet the individual and collective needs of the service users. Records seen indicated that three care staff plus the manager are on duty from 7.30am until 4.30pm, and two care staff from 4.30pm until 9pm. Staff rotas seen only contained the first names of the members of staff and must include their full names and designation. From observation and discussion at the time of the inspection these staffing levels appear appropriate. Staff spoken to during the inspection stated that they worked together as a team and that staff morale was high. Staff were observed to be meeting the needs of the service users in a sensitive and dignified manner, with appropriate use of informality and humour. Service users, consulted during the inspection, expressed satisfaction with the staff team as a whole. One service user said “they do their jobs Norton House DS0000063222.V310025.R01.S.doc Version 5.2 Page 21 magnificently”, another said “the staff are angels” and “you can trust them to look after you properly”, whilst another described the acting manager as “a king and a gentleman”. All of the respondents to the service user comment cards felt that the staff listen and act on what they say, and that the staff are available when they need them. Seven respondents to the relatives/visitors comment cards felt that, in their opinion there were always sufficient numbers of staff on duty, two indicated that they did not. There is a programme of NVQ training on-going within the home. Over 50 of the staff team have completed the award. Staff spoken to appeared enthusiastic about the training provided. The home adheres to a robust recruitment procedure and staff files examined indicated that an application form is completed, two written references obtained, and a satisfactory CRB and POVA disclosure is obtained prior to commencing employment at the home. Norton House DS0000063222.V310025.R01.S.doc Version 5.2 Page 22 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 31,32,33,35,38 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The establishment is well run and managed. Service users are protected by health and safety policies and procedures. EVIDENCE: The acting manager of the home is experienced and qualified to run the home, and holds the NVQ IV Registered Managers Award. He is enthusiastic about his role and is committed to ensuring an open and positive atmosphere is prevalent within the home. A requirement was made at the last inspection that an application be made to the Commission for Social Care Inspection to be registered as manager of the home. This has now been acted upon and the registration is currently being processed. Norton House DS0000063222.V310025.R01.S.doc Version 5.2 Page 23 The home places a high priority on health and safety and safe working practices. All equipment is regularly and routinely serviced and certification is held indicating compliance with regulations. The home has a policy on not holding money on behalf of any service user. Norton House DS0000063222.V310025.R01.S.doc Version 5.2 Page 24 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 1 3 3 x 3 N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 2 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 2 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 1 17 x 18 1 3 3 x 3 3 3 3 2 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 3 3 x 3 x x 3 Norton House DS0000063222.V310025.R01.S.doc Version 5.2 Page 25 Are there any outstanding requirements from the last inspection? STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard OP16 Regulation 22 Requirement The Registered Person must ensure that a written copy of the complaints procedure be supplied to every service user and to any person acting on behalf of a service user if that person so requests. All medicines must be administered by designated and appropriately trained staff. All staff must receive training in the Protection of Vulnerable Adults. The registered person produces and makes available to service users an up to date statement of purpose. The laundry floor must be finished with an impermeable floor covering. Timescale for action 31/10/06 2. OP9 13 30/11/06 3 OP18 13 31/12/06 4. OP1 4 31/10/06 5 OP26 13 30/11/06 Norton House DS0000063222.V310025.R01.S.doc Version 5.2 Page 26 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1 Refer to Standard OP12 Good Practice Recommendations Further opportunities for social and recreational activities to be implemented within the home. Norton House DS0000063222.V310025.R01.S.doc Version 5.2 Page 27 Commission for Social Care Inspection Brighouse Area Team 1st Floor St Paul’s House 23 Park Square South Leeds LS1 2ND National Enquiry Line: 0845 015 0120 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 Norton House DS0000063222.V310025.R01.S.doc Version 5.2 Page 28 - 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!