Inspection on 16/12/08 for Oaklands

This inspection was carried out on 16th December 2008.

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

The inspector found there to be outstanding requirements from the previous inspection report but made no statutory requirements on the home.

Other inspections for this house

Oaklands 09/01/08

Oaklands 10/07/07

Oaklands 08/02/07

Oaklands 01/06/06

Oaklands 09/02/06

Oaklands 08/09/05

Oaklands 23/11/04

Oaklands 17/06/04

Oaklands 16/03/04

Similar services:

Claremont House

Oak Ridge

Sun Court Nursing Home

Ashville House

Bilney Hall

Hill Barn

Mabbs Hall Nursing Home

Henrietta House

Extracts from inspection reports are licensed from CQC, this page was updated on 13/03/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Oaklands Forest Glade Dunton Hills Laindon Essex SS16 6SX     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: Sharon Lacey     Date: 1 7 1 2 2 0 0 8 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. 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 28 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 28 Information about the care home Name of care home: Address: Oaklands Forest Glade Dunton Hills Laindon Essex SS16 6SX 01268491491 01268543045 oaklands@schealthcare.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Southern Cross Healthcare Services Ltd Name of registered manager (if applicable) Obafemi Shoyombo Type of registration: Number of places registered: Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: The home may admit one person who is over the age of fifty-five years and under the age of sixty-four years whose name is known to the Commission. Date of last inspection Brief description of the care home Oaklands is a large detached, purpose built home providing residential accommodation for up to fifty five people on two floors. Residents bedrooms are located on both floors of the home and are all single rooms. The home provides personal care and support to residents with varying dependency levels. Communal rooms comprise of one lounge, one dining room and the large front foyer on the ground floor. On the first floor there is one lounge / dining room. There is a passenger lift to enable full access between floors. At the rear of the home there is a garden that is fully enclosed and accessible to residents. Oaklands is sited in the middle of a modern housing estate with local shops Care Homes for Older People Page 4 of 28 care home 55 Over 65 55 0 Brief description of the care home close by. There is a car parking at the front of the property. The current weekly charge for a room ranges from £455.00 to £700.00. Further information about the home is contained in the Service User Guide and Statment of Purpose, both of which can be requested from the Manager. Past inspection reports are available from the home, and from the CSCI internet website. Care Homes for Older People Page 5 of 28 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: The Last Key Inspection to Oaklands took place on the 9th and 11th January 2007. This was a routine unannounced inspection, which took place over two days. All the Key Standards were inspected, but also evidence was gained on some of the other National Minimum Standards. A tour of Oaklands was completed and an inspection of relevant records and documentation took place. Areas looked at included information given to residents before being admitted, information gained when residents first come into the home, how information is given to staff on the care residents may require, the facilities and the environment of the home, and any complaints or safeguarding issues that may Care Homes for Older People Page 6 of 28 have been received since the last inspection. Also staffing and management of the home were inspected. An Annual Quality Assurance Assessment (AQAA) was sent to us by the Manager. The AQAA is a self-assessment that focuses on how well outcomes are being met for the people using the service. The AQAA submitted had been very well completed and provided details on how the service had improved over the last 12 months and what improvements they still hoped to make. Information from this document has also been used in this report where appropriate. During a tour of the home a number of residents were spoken to about their life experiences at Oaklands. Some of the residents we approached were unable to express their thoughts or feelings, so they were observed during the day interacting with staff and visitors. Questionnaires were sent out to residents, relatives, and also healthcare professionals. Six residents returned completed questionnaires and feedback from this has been included in this report. Most staff members on duty were spoken with informally during the inspection and any feedback has been included as part of the report. Staff questionnaires were also distributed and eight were received back. At the end of the day the inspection was discussed with the Manager and advice and guidance was given regarding the findings. 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 28 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 28 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. Information available and a robust assessment process ensures that people can be sure their needs could be met. Evidence: The AQAA stated we send out brochures and leaflets about the home to all prospective clients. The home has a Service User Guide and Statement of Purpose and sets out the aims and objectives and range of facilities and services we offer. This document allows perspective service users and their families the opportunity to make an informed choice about where to choose to live. The Manager confirmed that new and prospective residents would also be provided with copies of the Service Users Guide during the assessment process. Three of the six residents who returned their questionnaires stated they had received enough information about the home before making a decision to move in. A copy of the Statement of Purpose and Service User Guide could be found in the foyer of the home. This would provide visitors to the home Care Homes for Older People Page 10 of 28 Evidence: details on what services Oaklands offers. The information in both documents was correct, but neither contained a review date. On bringing this to the Managers attention, action was taken to rectify this. There was also a copy of the last inspection report in the foyer for residents and relatives to access. Details of Oaklands admission process could be found in the Service Users Guide. The Manager confirmed that all new residents would be visited before they came into home, which helps them to ensure they are able to meet their care needs. There is a set assessment form, which helps identify what the residents are able to do for themselves and all three files inspected contained a fully completed form. There was evidence that each resident had been provided with a contract and this included details of the terms and conditions of the home and the number of the residents room. Five of the six residents who returned questionnaires confirmed they had received a contract. The Service User Guide provides information on trial visits. It stated that potential residents are offered the opportunity to move in on a trial basis to assess the facilities and suitability before they make a decision to stay. The Manager stated that all new residents are encouraged to spend a day at Oaklands. Feedback from one questionnaire stated we were made very welcome and offered a meal when we came to look around. There was good evidence that staff had received training and had the skills and experience to deliver the service and care that Oaklands states it provides. Five residents that responded to the questionnaires reported that they usually received the care and support they needed; whilst the remaining one stated they sometimes did. Most confirmed that staff listened and acted on what they asked. Intermediate care is not provided at this home. Care Homes for Older People Page 11 of 28 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. People who use the service can be confident they will receive the care they need. Evidence: Three residents files were inspected and all contained care plans, which had been completed around the care needs of the individual and included what they can do for themselves. The AQAA stated the home ensures that it involves residents and relatives when reviewing care plans, by inviting them to take part. There was evidence on files that regular reviews had taken place and both residents and relatives had been involved in these. This ensured that the information provided to staff on the care of each resident was up to date. Staff spoken to were aware of individual residents needs. The three files inspected contained clear evidence that indicated the residents are supported and have access to a variety of health care resources (GP, District Nurse, hospital appointments etc). On speaking to a nurse who was visiting the home she stated that communication in the home had improved and the Manager was brilliant. Care Homes for Older People Page 12 of 28 Evidence: She added that he will sort things out if needed. Three residents confirmed that they always received medical support they needed, whilst the remaining three stated they usually did. A senior staff member was observed providing medication to residents during the lunch time period. Good practice was observed. Bottles of medication had been dated when opened, the general storage was good and there were photos of residents to assist staff in identification. The medication records were inspected and these had been well maintained and had no anomalies. The only area of concern raised was around those residents who received as and when required medication. On looking at the medication notes there was no actual guidance for staff, to advise them how to establish when this may be required. The staff member was observed asking one resident whether they were in pain before dispensing their medication, but she was then observed not establishing whether the next resident needed the medication before taking it out and then being advised they did not need it as they were not in pain. The Manager was advised that the area of as and when medication should be reviewed and safer systems put in place. It was confirmed by the Manager that monthly medication audits are completed by the Deputy Manager and they were also in the process of working through medication workbooks with senior staff. There was clear evidence observed during the two days spent at Oaklands that residents were treated with respect and their rights to privacy upheld. Staff were observed interacting with residents in a caring and appropriate way and it was noted that doors were closed when assistance with personal care and toileting were being provided. There was a good atmosphere in the home and both residents and staff were observed speaking and engaging with each other as they passed each other and got on with their day to day tasks. The Manager confirmed that privacy and dignity is part of the staffs induction process. One staff questionnaire returned stated the service provided takes into account individual needs and promotes dignity and choice - we always put the resident first. When talking to a resident she stated that one of the female staff members is the nicest person I have ever met, she is really sweet. I love it here I really love it and another added I cant grumble they look after you well. Care Homes for Older People Page 13 of 28 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 adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Relatives and visitors will be made very welcome. People who use the service are offered a good choice of meals and snacks. They may not be offered activities, which will suit their individual needs. Evidence: Oaklands has a dedicated activities coordinator, whose role is to organise appropriate activities for the residents. There is an activity board outside dining area, which lists what activities have been organised for each day. On looking at this the activities included visits to a local church, bingo, cooking, arts and crafts, a coffee morning and a fortnightly visit from a mobile library. On the day of the inspection some of the residents were going to a Pantomime at the Towngate Theatre. Christmas carols had been organised and the Salvation Army were also coming in to sing carols with the residents. Arrangements had been made for some of the residents at Oaklands to attend a social club at a local church. The Manager stated they were in the process of organising a quiz supper night, with the hope to buy a 50 inch TV for the lounge. This is to enable them to hold film nights for the residents. Feedback received from the questionnaires regarding activities at the home was mixed. One resident stated activities were always arranged, but four stated they sometimes were. It was Care Homes for Older People Page 14 of 28 Evidence: suggested that this was an area that needed to be developed further, to ensure that the needs of all the residents were being met. Oaklands has an open visiting policy, but the Service User Guide requests that visitors try not to call during mealtimes, so that residents privacy and dignity is maintained. Residents are encouraged to keep in contact with family and friends and there is a pay phone available if needed. There is also a visitors room available and clear evidence in the visitors book that regular visits were made. There was clear evidence that residents are encouraged and assisted to attend clubs based in the community. One resident attends a day centre each week and other visits a local church. The Manager advised that they had recently been involved with a local school who had adopted some of the residents. Twelve of the residents had recently been invited to go and see the school Christmas play. The school had also arranged a night out at a local restaurant to assist in gaining funds for the new TV. During the inspection there was evidence through observation that residents are helped to exercise choice of control over their lives. Staff were observed asking residents where they would like to sit and generally offering choice. One resident confirmed they could get up and go to bed when they wanted. There was also evidence that some of the residents had chosen to have their meals in their bedroom. Meals are served at appropriate times and there is also access to tea and coffee and snacks during the day. The atmosphere in the dining rooms were pleasant, and it was noted that the tables had been nicely set out and included tablecloths, napkins, glasses for juice, flowers in a vase and some tables also had name tags. Each table had a menu, which advised the residents of meals on offer for the day. There was also a menu on the board in the foyer of the home, but this was far too small for residents or relatives to read. On speaking to the residents at Oaklands to gain feedback on the meals, comments included the food is nice, food is good and the breakfast was very nice. Feedback from the questionnaires was mixed. One resident stated they always liked the meals, two usually did and three sometimes did. One added that the breakfast is usually good but the rest of the time meals are pretty poor. Meals seen during the inspection looked hot, well presented and most of the residents left empty plates. During an observation of a meal, it was noted that residents were offered tea or coffee as well a juice. Staff were observed assisting residents to eat. It was noted that during a lunchtime meal there was only one staff member in the downstairs dining area. One resident who needed assistance and encouragement with feeding was left a number of Care Homes for Older People Page 15 of 28 Evidence: times, whilst the staff member did tasks for other residents. When another staff member entered the room and spoke to the same resident, they asked if she wanted to eat some more, but did not provide any assistance or receive a response, and then took the plate away. The AQAA stated that staff are always on hand to offer assistance with meals wherever necessary, this being done discreetly, sensitively and with careful consideration given to the individual. On the day of the inspection the evidence showed that not all residents received the support and assistance they required around this meal time. On viewing the kitchen there was a clear record of meals provided to each resident and details of any special diets. The kitchen was clean and there are plenty of stocks, fresh vegetables and fruits and clear evidence that residents were offered choice in meals. Care Homes for Older People Page 16 of 28 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. People who use the service can be confident that their concerns will be listened to and acted upon. Evidence: There was evidence that relatives and residents can be confident that their complaints will be listened to and acted upon. The Service User Guide provides details of the complaints procedure and also time spans. It was noted that the present complaints procedure was in the foyer of the home and would not be accessible to the residents of Oaklands. The Manager was advised that this should be moved to where residents can gain easy access to this information. On viewing the complaints folder there was a good record, but the set complaints form at the front did not always include brief details of what action had been taken and the outcome. Feed back from the questionnaires confirmed that all residents knew who to raise any concerns with. Oaklands had some thank you cards on view in the hallway. One card seen stated thank you for having me within your home, you have all welcomed me and been nice to me, which I really appreciated. It was established that Oaklands has sufficient safeguarding policies and procedures in place and the Manager is aware of correct processes. Evidence was also available that all staff had completed safeguarding training and those spoken with had an understanding of the process. There had been a number of safeguarding issues over Care Homes for Older People Page 17 of 28 Evidence: the last 12 months, but these had all been fully investigated and a satisfactory outcome reached. There are systems in place to help protect service users finances and all three files inspected were found to be correct. Care Homes for Older People Page 18 of 28 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. People live n a comfortable, clean and well maintained environment. Evidence: A tour of the premises was undertaken and there was evidence that residents live in a safe and well maintained environment. The location and layout of the home was found to be suitable for the residents needs and comfortable. Generally the home was found to be in good condition and the home has a full time maintenance person who deals with minor repairs. One requirement that was made at the last inspection was with regard to replacing the flooring in the dining room. The Manager stated they were aiming to replace the carpet with nonslip flooring around January/February 2009. During a tour of the home it was noted that there had been a water leak upstairs, which had damaged the ceiling. The Manager stated this was due to the boiler and they were in the process of having the damage redecorated. There were also some other areas around the home that may need some redecoration in the future. The home has a nice garden, which has patio tables and chairs. Oaklands also has a gardener and the garden was safe and tidy. Care Homes for Older People Page 19 of 28 Evidence: Residents have access to specialist equipment to help maximise their independence. There were handrails round the home, to help those residents who only needed a small amount of support. Those residents who required more assistance had access to walking frames or wheelchairs. Oaklands also had use of hoists, and these had been regularly serviced. Whilst touring the home it was noted that one resident in the upstairs lounge had to wait quiet a long time to be assisted to the toilet, due to not having hoist facilities. She had to wait for well over ten minutes and although reassured by staff she became quiet distressed and upset. It was established with the Manager that the specific hoist needed is regularly used, but they are in the process of trying to buy a second piece of equipment, so they are able to meet the present residents needs. There were bathrooms and toilets around the home, which were clean and tidy. Residents have a choice of whether they want to use the bath or shower. During a tour of the home it was noted that bathrooms and toilets had disposable paper towels and soap. There was evidence that all staff had completed infection control training and were observed using disposable gloves and aprons appropriately. There was also alcohol hand wash available to assist staff in infection control. The home was generally odour free, but there were some areas of the home that smelt of urine. It states in the Service User Guide that personal memorabilia, pictures, photographs and any favourite soft furnishings are welcome. Whilst touring the home it was clear that many of the bedrooms viewed were nicely furnished and had been personalised by the relatives and residents. Resident bedrooms were clean and tidy and there were photos of residents on the doors to help some residents with orientation. Oaklands stores chemicals and substances away from residents and these are stored safely. Whilst touring the home it was noted that the sluice door, which had a note that it should be locked was open, but when checking this room it was clear that no chemicals were kept inside. Care Homes for Older People Page 20 of 28 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. People are cared for by sufficient, competent and well trained staff. Evidence: It was confirmed with the Manager that staffing levels at Oaklands consists of seven care staff and two senior care staff in the morning, four care staff and two senior care staff in the afternoon and four wake night staff at night. The Manager stated that he tries to add additional staff at the peak times during the day to help meet residents needs. Both the Manager and Deputy Manager are supernumerary to staffing numbers. Oaklands also has a full-time administrator, a maintenance person, an activity coordinator and a number of domestic staff. The staffing rota was viewed and this contained details of the hours, job title and staff members name, although it was noted that the names of bank staff on the rota only had the first name and no surname. Comments in some of the feedback received from the questionnaires, included staffing levels are not always what they should be, particularly at night and there is a high turnover of staff. The AQAA reported that the home had had a turnover of staff within the last 12 months, which in turn had introduced different challenges in maintaining continuity of care. Staff spoken to during the inspection all stated that they felt there were sufficient staff to meet the present residents care and residents confirmed they Care Homes for Older People Page 21 of 28 Evidence: received the help they needed. During the two-day inspection staff were observed to be present in the lounges and communal areas, so residents were able to gain assistance when needed. There is a recruitment policy and procedure and it is the Managers responsibility to ensure that all the information required is gained before the new staff member starts work within the home. The files of two recently recruited staff were inspected. Most of the recruitment procedures had been followed, although it was noted that one of the files did have a fully completed criminal declaration. Also this file did not contain a full employment history and the second had gaps between employment, which had not been investigated and recorded. All other information required could be found. It was established there is a three-day induction course at the home to help with orientation and then staff will go on to do the more in-depth Skills for Care induction. Feedback on the staff questionnaires confirmed that they had all received an induction and that this covered everything they needed to know about the job when they started, only one stated it partly did. One staff member added the training was very helpful to me to do my job well and to keep me and the residents safe. Evidence was available that all staff had received training, which was relevant to their roles. The Manager had produced a training matrix, which clearly showed dates that staff had attended training. Other senior staff in the home are trained to provide staff with training in moving and handling, food hygiene, protection of vulnerable adults, care planing and dementia. The Manager confirmed that 18 of the staff at Oaklands had completed their NVQ 2 training and 3 staff had their NVQ 3. He advised that there were a further 18 who had signed up to go on the next training. The home are very near to having 50 of its staff NVQ trained. The Manager has also completed his Registered Managers Award. Care Homes for Older People Page 22 of 28 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. People live in a home that is well run and ensures their safety. Evidence: The Manager of Oaklands has experience and knowledge of managing a residential home. There are clear lines of accountability within the home and also external management support. During the two-day inspection, there was very good feedback from staff, residents, relatives and visitors about the home and its management. They all stated the Manager was very approachable with one staff member adding the Manager promotes an open door policy not only for staff, who wish to discuss professional or personal issues, but also to the service users and their relatives. During the inspection there was clear evidence that there was a good rapport between the Manager, staff, residents and relatives. Feedback from one resident included the Manager is brilliant, he is always willing to make time to deal with any problems or concerns. Care Homes for Older People Page 23 of 28 Evidence: Oaklands has systems in place to monitor the quality of the services they provide. The AQAA stated at Oaklands, our aim is to do things with and not for our residents. To ensure that this is achieved, we make sure that our residents views and suggestions are taken into account. There was clear evidence made available that regular resident and relatives meetings take place, to ensure their views are gained on service. A copy of the quality assurance report from Essex County Council could be found in the foyer and this provided information on their visit to the home and their findings. Visits from upper management are also completed to the home, but it was noted that records recording these visits were not always available. There was clear evidence during the two-day inspection that the Manager dealt with any issues that arose, as and when they occurred. It was confirmed that there are systems in place for dealing with residents monies. Three resident files were inspected and all had correct records in place. It was confirmed that regular audits are also completed by Management. Oaklands has a clear policy and procedure for the supervision of staff. The Manager confirmed that staff meetings are held monthly and also individual supervisions are provided. The Manager had produced a supervision matrix, which contained evidence of when staff had received supervision. From this it was established that all staff had been regularly seen and provided with support. When staff were asked on the questionnaires whether the Manager provided enough support, four stated he regularly met with them, whilst four stated he often did. Evidence was available that regular safety checks had been completed on the home and its equipment and certificates were made available. The certificate of insurance was correct and in date. Care Homes for Older People Page 24 of 28 Are there any outstanding requirements from the last inspection? Yes R No £ 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 1 12 16 All people at the home must 31/05/2008 be offered opportunities to participate in stimulating activities that they are happy with. Care Homes for Older People Page 25 of 28 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 1 1 The Statement of Purpose and Service User Guide should be regularly reviewed to ensure the information is correct. It is recommended that you place a date on the document to help identify when this has been done. It is recommended that guidance is provided to staff to help them establish when as and when medication may be required by residents. This is also to ensure there is some form of continuity. It is recommended that activities on offer are reviewed and developed further to ensure individual residents needs are being met. There should always be sufficient staff on duty during meal times to ensure those who require assistance or encouragement to eat are provided with it. Ensure the form used to record details of the complaint, investigation and outcome are fully completed. Ensure there is sufficient equipment available in the home at all times. This is in connection to the hoists and some residents having to wait too long for care. Ensure the full names of bank staff are recorded on your staffing rota. Page 26 of 28 2 10 3 12 4 15 5 6 16 21 7 27 Care Homes for Older People 8 30 It is recommended that you add the content of the courses on your training certificates, which would assist in advising what the training actually involved. Ensure Regulation 26 visits are completed on home and that reports from these visits are made available on future inspection visit. 9 33 Care Homes for Older People Page 27 of 28 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. 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