Inspection on 26/07/06 for Olive House

This inspection was carried out on 26th July 2006.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Good. 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

Olive House 12/01/06

Olive House 22/09/05

Olive House 07/02/05

Olive House 23/08/04

Similar services:

Henrietta House

Claremont House

Oak Ridge

Sun Court Nursing Home

Ashville House

Bilney Hall

Hill Barn

Mabbs Hall Nursing Home

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

CARE HOMES FOR OLDER PEOPLE Olive House Olive Avenue Newton Flotman Norwich Norfolk NR15 1PF Lead Inspector Linda Wells Unannounced Inspection 26th July 2006 10.00 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 Olive House DS0000027517.V305588.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. Olive House DS0000027517.V305588.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Olive House Address Olive Avenue Newton Flotman Norwich Norfolk NR15 1PF 01508 471718 01508 471719 olivehouse@btconnect.com 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) Mr Richard Gray Mrs Elizabeth Gray Mrs Elizabeth Gray Mr Richard Gray Care Home 35 Category(ies) of Old age, not falling within any other category registration, with number (35) of places Olive House DS0000027517.V305588.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 12th January 2006 Brief Description of the Service: Olive House was erected in 1996 and is a purpose built residential home designed to provide accommodation to 35 older people. Accommodation is on the ground floor and all rooms are single with en suite facilities. The communal space is generous and provides a large lounge, small sitting room and conservatory. The home is situated in the south Norfolk village of Newton Flotman in a quiet residential street and stands in its own grounds with a landscaped garden to the rear and a large car park to the front. The manager said that the current range of fees of living at olive House, is from £415 to £430 a week, with additional costs for personal items such as toiletries, outings, newspapers, magazines, hairdressing and chiropody. Olive House DS0000027517.V305588.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. Care services are judged against outcome groups, which assess how well a provider delivers outcomes for people using the service. The key inspection of this service has been carried out, by using information from previous inspections, information from the providers, the residents and their relatives, as well as others who work in or visit the home. This has included a recent unannounced visit to the home. This report gives a brief overview of the service and the current judgments for each outcome group. What the service does well: What has improved since the last inspection? What they could do better: Residents are well cared for and enjoy a good standard of life. The requirements and recommendations from the last inspection have been complied with however, there were four requirements and one recommendation made to further improve the experience of living and working at the home for residents and staff. • A photograph of the resident must be held in their plan of care to aid in their identification. DS0000027517.V305588.R01.S.doc Version 5.2 Page 6 Olive House • • • • • Where appropriate, the arrangements upon death must be recorded in the plan of care of each resident to ensure their wishes are known. Domestic staff must complete moving and handling training to ensure they are protected when moving heavy furniture. The quality assurance audit carried out must be further developed to include the views of staff members to ensure everyone is consulted and feedback sought on the standard of care and services provided. In the process of being revised. It is recommended that a list of training, completed by each staff member, be held in their staff file to aid in planning training and updated training. 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. Olive House DS0000027517.V305588.R01.S.doc Version 5.2 Page 7 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 Olive House DS0000027517.V305588.R01.S.doc Version 5.2 Page 8 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): 1,2,3,4,5 (6 N/A) The quality in this outcome area is good. This judgement has been made using the available evidence and including a visit to this service. The written information available about the home is complete and fully enables residents and staff to make a decision on whether the home will meet the needs of anyone wishing to visit or stay there. EVIDENCE: A Statement of purpose, Service users Guide and leaflet has been produced that contains all of the information about the home, service provided and facilities. Service users spoken to said that they had been given copies, that staff had explained the contents to them and they had signed a terms and conditions contract. This was seen in their plan of care. The manager or assistant manager had visited service users prior to admission and had carried out a thorough assessment of their care needs. Written information was also held, that had been collected from the service user, family members and other professionals and together with the home’s assessment made a full and comprehensive assessment of the health, social and personal care needs of each service user. Olive House DS0000027517.V305588.R01.S.doc Version 5.2 Page 9 A service user spoken to said that she and her family had looked around the home prior to her admission, they had been given enough information to help them decide if the home could meet her needs, that staff had made her feel welcome and helped her to settle in. Olive House DS0000027517.V305588.R01.S.doc Version 5.2 Page 10 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, 11 The quality in this outcome area is good. This judgement has been made using the available evidence and including a visit to this service. Residents were well looked after, they were protected by the medication policies and procedures, their health and personal care needs were met and most records were complete. EVIDENCE: The service users plans of care were good and were generally complete and up to date. The wishes and arrangements at death were not recorded and there was not a photograph of the service user to aid in identification and two requirements were made. Staff members carried out three monthly reviews or as changes occurred and the activities co-ordinator spoke to every service user each week to check that they were satisfied with the care and activities they were receiving. There was not a Key worker scheme but service users were assigned a member of staff to bath them each week and who carried out ‘oneto-one’ activities with the service user. Olive House DS0000027517.V305588.R01.S.doc Version 5.2 Page 11 Service users spoken to said that “the care here is wonderful” and “we are given every attention by such good staff”. All said that their privacy was respected and that staff were sensitive when they were assisted with personal care. Records showed that staff monitored the health of service users who said that if they needed to see a doctor, district nurse or chiropodist appointments were quickly made. Staff members were knowledgeable and gave an accurate description of the health, social and physical care needs and preferences of two service users who were case tracked. They gave good examples of how they involved service users in developing their plan of care and demonstrated that service users are cared for by people who understand their care needs. The administration, recording and storage of medication is good, accurate and complete and staff had completed medication training and updated training. This meant that service users are safe and are protected by the procedures carried out. Olive House DS0000027517.V305588.R01.S.doc Version 5.2 Page 12 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 The quality in this outcome area is good. This judgement has been made using the available evidence and including a visit to this service. The social and creative activities and meals provide daily variation and interest for those living at the home. EVIDENCE: A full and varied programme of activities was devised and implemented on a daily basis and records showed that service users were consulted, their interests catered for and that a dedicated activities co-ordinator organised activities, outings and entertainment. She said that she had completed training in reminiscence, that she also arranged indoor and garden games, for someone to visit the home to provide entertainment and do exercises with service users and for the two local churches to carry out services each week. Service users said “there is always lots to do here if you wish to” and “I do so enjoy the entertainments and outings”. One service user spoken to said that she did not like to join in with others but preferred to stay in her bedroom and read. She said that staff made a point of coming to her room and talking to her and the activities co-ordinator spoke to her every week, had arranged for her to get books from the library and go to a church group. Olive House DS0000027517.V305588.R01.S.doc Version 5.2 Page 13 Menus were varied and nutritionally balanced and the dining room was large enough for all service users to eat in and was a pleasant room that contained attractively laid tables. The main meal was a relaxed event and service users had access to cutlery, condiments and serviettes. Meals were served onto warmed plates at their table by staff from the hot trolley. They were offered a choice and records were held of all the meals they ate. Drinks were provided at the table and service users confirmed that they were happy with the time of the meals and the quality and quantity of the food they received. Specialist diets were catered for and service users had their dietary needs met. Olive House DS0000027517.V305588.R01.S.doc Version 5.2 Page 14 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, 17, 18 The quality in this outcome area is good. This judgement has been made using the available evidence and including a visit to this service. The home has an active procedure on the protection of vulnerable adults that protects residents and supports the investigation of any cause for concern. EVIDENCE: No complaints had been received by the home and a complaints procedure was available to all service users and was included in the service users guide. Service users all said they felt safe, listened to, and able to speak to the staff or manager if the were unhappy about anything to do with their care. Staff members spoken to and case tracked had completed training in protecting service users from abuse, were aware of the complaints procedure and gave good examples of how they would deal with complaints or issues of protecting vulnerable adults. The manager said that the rights of service users were promoted and that they were encouraged to vote by being taken to the polling station or by using a postal vote. This was confirmed through case tracking. Olive House DS0000027517.V305588.R01.S.doc Version 5.2 Page 15 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): 19,20,21,22,23,24,25,26 The quality in this outcome area is good. This judgement has been made using the available evidence and including a visit to this service. Residents live in a home that is comfortable, meets their needs and is built, furnished and maintained to a very high standard. EVIDENCE: The home was clean, tidy and contained no offensive odours. Service users live in a home that is purpose built, single storey and maintained to a high standard with excellent facilities and good quality decoration and furnishings. All bedrooms are single and en-suite and there are adequate bathrooms, toilets and equipment. The communal space is generous and the garden well maintained with pleasant places to sit and a miniature golf course marked out around the home. Service users said that they liked their bedrooms, they were comfortable and said, “this home is so well kept” and “it is like being in a hotel”. The rooms of Olive House DS0000027517.V305588.R01.S.doc Version 5.2 Page 16 those service users who were case tracked showed that they had all personalised their bedrooms, had access to a call bell system and some had access into the garden from their bedroom. Staff spoken to said that they were provided with protective clothing, that there was adequate moving and handling equipment and there were enough domestic staff to clean the home. This was seen at the home and found through case tracking. The manager said that the home had a rolling programme of routine maintenance, refurbishment and redecoration and that each time a bedroom became empty it was redecorated. Adequate sluicing and laundry facilities were provided and infection control measures were in place. Resulting in the health and safety of service users being protected. Olive House DS0000027517.V305588.R01.S.doc Version 5.2 Page 17 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): 27,28,28,30 The quality in this outcome area is good. This judgement has been made using the available evidence and including a visit to this service. The training of staff provided safeguards to protect people living at the home, recruitment checks were carried out and records were complete. EVIDENCE: Case tracking confirmed good practice and adequate staffing levels. Service users all complimented staff and two said, “staff are very good and are patient with difficult people” and all said, “staff give you every help and are so kind”. One said, “they are occasionally slow to answer the call bell if they are busy”. Observation of staff with service users demonstrated that staff had a relaxed approach, included service users, communicated with them at their pace and that service users had positive interactions with staff members. Staff spoken to gave examples of their work routine and showed that the rota was correct and that staff had permanent shifts that were covered in times of absence. They all said that agency staff members were not used and that they covered for each other or the assistant manager worked the shift. They were clear about their role, knew what was expected of them and showed a good understanding of the actions they needed to take to meet and promote equality and diversity No new staff had been recruited and the home is fully staffed. Complete and thorough recruitment checks and proof of identification had been carried out Olive House DS0000027517.V305588.R01.S.doc Version 5.2 Page 18 and the records showed that service users were protected, that staff took part in handover at shift changes and attended staff meetings. Records showed that all staff had undertaken induction training and that over 50 of staff have completed NVQ training. Six staff members are currently doing NVQ2 and a senior staff member is doing NVQ3. Once they have completed their training all staff except two will hold an NVQ qualification. Staff members are trained to meet the needs of service users and certificates were seen to show that they have completed updated training. However, there are no records of all of the training staff have completed in their staff file and a recommendation was made to aid in the planning of staff training and updated training. Domestic staff had not completed moving and handling training and a requirement was made. They said that they were regularly required to move heavy furniture in the home when thoroughly cleaning each room. The manager said that she was considering purchasing wheels to aid in the movement of furniture and that she would arrange for domestic staff to complete moving and handling training. Olive House DS0000027517.V305588.R01.S.doc Version 5.2 Page 19 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, 34, 35, 36, 37, 38 The quality in this outcome area is good. This judgement has been made using the available evidence and including a visit to this service. Staff members are supported and supervised, the needs of residents are met and complete systems of record keeping, policies and procedures are held. EVIDENCE: Service users spoke very highly of the joint managers and said, “nothing is too much trouble for them” and “if they say they will do something they do”. They said that the manager regularly asked them questions about the home, the care and support they were given and if they were satisfied. Staff expressed their appreciation and respect for the manager and said that she had a relaxed approach and never became “flustered or cross” with anyone. They said that she was well organised, had good leadership skills, was clear on how staff must provide good quality of care, that she gave Olive House DS0000027517.V305588.R01.S.doc Version 5.2 Page 20 direction and motivated staff. They said that they had regular supervision and appraisal. This was confirmed through case tracking and the records held. The financial procedures and records held for service users had been reviewed and were now individually held for each service user with an accurate and up to date record of the debits and credits and money held. Receipts were held on all expenditures, the records were checked each month by the deputy manager and the manager and resulted in service users being protected. The quality assurance systems are effective and the manager is proactive in addressing quality issues within the home. The views of service users, relatives and visiting professionals are sought on how the service can be improved but the views of staff had not been sought and a requirement was made. The manager said that she planned to seek the views of staff through appraisal but agreed that staff members should be asked at the same time as everyone to complete the quality audit. A summary of results and an action plan had been produced and demonstrated a high level of satisfaction from those whose opinions were sought and returned their questionnaire. Servicing and maintenance records were complete and up to date and showed that the health and safety of service users is fully protected. Olive House DS0000027517.V305588.R01.S.doc Version 5.2 Page 21 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 3 3 2 3 3 N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 2 DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 3 18 3 3 3 3 3 3 3 3 3 STAFFING Standard No Score 27 3 28 3 29 3 30 2 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 3 2 3 3 3 3 3 Olive House DS0000027517.V305588.R01.S.doc Version 5.2 Page 22 NO 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 OP3 Regulation 17.1 Requirement The registered person must ensure that a photograph of the resident is held in their plan of care. The registered person must ensure that the arrangements upon death are recorded in the plan of care to each service user. The registered person must ensure that staff members carrying out domestic duties complete moving and handling training. The registered person must further develop the quality assurance audit to include the views of staff members. Timescale for action 31/12/06 2. OP11 12.3 31/01/07 3. OP30 18.1.c 31/10/06 4. OP33 24 31/12/06 Olive House DS0000027517.V305588.R01.S.doc Version 5.2 Page 23 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 OP30 Good Practice Recommendations It is recommended that a list of training, completed by each staff member, be held in their staff file to aid in planning training and updated training. Olive House DS0000027517.V305588.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Norfolk Area Office 3rd Floor Cavell House St. Crispins Road Norwich NR3 1YF 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. 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