Inspection on 10/08/05 for Park House Holiday Hotel

This inspection was carried out on 10th August 2005.

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

Park House Holiday Hotel 22/05/07

Park House Holiday Hotel 05/01/06

Park House Holiday Hotel 11/03/05

Park House Holiday Hotel 15/04/04

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

CARE HOME ADULTS 18-65 Park House Holiday Hotel Sandringham Kings Lynn Norfolk PE35 6EH Lead Inspector Roger Andrews Announced 10 August 2005 10:00 th 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 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 Adults 18-65. They can be found at www.dh.gov.uk or obtained from The Stationary 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. Park House Holiday Hotel I55 S15671 Park House Holiday Hotel V232538 100805 Stage 4.doc Version 1.40 Page 3 SERVICE INFORMATION Name of service Park House HolidayHotel Address Sandringham Kings Lynn Norfolk PE35 6EH 01485 543000 01485 540663 betty.lewis@lc-uk.org Leonard Cheshire Telephone number Fax number Email address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) Mrs Betty Lewis Care Home with Nursing 24 Category(ies) of PD (24) registration, with number of places Park House Holiday Hotel I55 S15671 Park House Holiday Hotel V232538 100805 Stage 4.doc Version 1.40 Page 4 SERVICE INFORMATION Conditions of registration: Park House is registered to offer care for up to 24 people with physical disabilities Date of last inspection .10th March 2005 Brief Description of the Service: Park House is a large, detached, Victorian house in the grounds of the Royal Sandringham Estate. The house has been made available to the Leonard Cheshire Foundation for use as a Hotel for adults with physical disabilities, and their relatives and friends, as appropriate.The ethos is that Park House is a Hotel and that the guests are there for a holiday. Park House Holiday Hotel I55 S15671 Park House Holiday Hotel V232538 100805 Stage 4.doc Version 1.40 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This inspection was announced. Not all of the National Minimum Standards were inspected. As Park House Hotel is a service which the Commission do not receive complaints about only the key standards were looked at. These are the ones the Commission thinks must be checked each year. The key standards that were not looked at on this occasion will be checked when the next inspection takes place. That inspection will be unannounced. During this inspection six of the guests were chatted with and two staff were interviewed. There was also discussion with the manager and some of the records were looked at. The inspectors also tried some of the food on offer and had a walk round the building to check it was being properly maintained. Because it is a hotel the guests staying at Park House Hotel change each week or every two weeks. At the end of their stay each guest fills in a form to say if they enjoyed themselves or if they were unhappy about anything. Quite a few of these forms were looked at during the inspection. What the service does well: What has improved since the last inspection? What they could do better: Written references must be in place for all new staff to help make sure guests are helped by staff that are suitable. Park House Holiday Hotel I55 S15671 Park House Holiday Hotel V232538 100805 Stage 4.doc Version 1.40 Page 6 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. Park House Holiday Hotel I55 S15671 Park House Holiday Hotel V232538 100805 Stage 4.doc Version 1.40 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Standards Statutory Requirements Identified During the Inspection Park House Holiday Hotel I55 S15671 Park House Holiday Hotel V232538 100805 Stage 4.doc Version 1.40 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users’ know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 2 Guests have the opportunity to make their needs known to staff prior to their stay so that they receive appropriate levels of assistance. EVIDENCE: Prior to their stay at Park House prospective guests are sent reservation and information forms which request details of the level of care and assistance that will be required during their stay. One guest, who has been to Park House several times, said that she was usually telephoned in advance to check the details for her stay. Information includes any nursing input and, where appropriate, contact will be made with people and agencies, (e.g. District Nurses), who usually assist guests when they are at home. Guests are able to be fully independent if they are able Many of the guests make their own arrangements to stay direct with the home, though some may be assisted with funding by their local social services. All charges including transport are clearly set out to guests in correspondence prior to their holiday. Park House Holiday Hotel I55 S15671 Park House Holiday Hotel V232538 100805 Stage 4.doc Version 1.40 Page 9 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate, in all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept The Commission considers Standards 6, 7 and 9 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 6 Care plans reflect the needs of guests during their stay so that staff can offer a service that meets their needs. EVIDENCE: Care plans are brief, but suitably detailed with the information staff require for the length of each guests’ stay. Areas of personal care are covered including aspects such as mobility, continence care and any equipment that is required. Care plans also set out moving and handling needs and the number of staff required to transfer individual guests. These details are compiled from information gained prior to guests arriving and with them on the day of arrival and will be revised as the stay progresses, for example, if a guest wishes to change the time they get up. Each member of staff carries a one page ‘at a glance’ summary that shows the help required by each guest who is staying for that particular week. Staff also keep a written record of relevant information on a day-to-day basis. In one instance a guest’s mother had provided the staff with a detailed management list, particularly in respect of eating and medication, a copy of which was posted on the front of the medication cabinet. Park House Holiday Hotel I55 S15671 Park House Holiday Hotel V232538 100805 Stage 4.doc Version 1.40 Page 10 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 12 & 17 Guests can choose to participate in a wide selection of activities, which are clearly publicised. There is a choice of food clearly publicised and priced in the menu of the day. The food is served in a very pleasant environment. EVIDENCE: The activity programme for the week is displayed on the notice board near to the main reception and every guest receives his or her own copy. The outings arranged for the day the inspection took place were a historical tour or shopping in King’s Lynn. Other venues include the north Norfolk coast and various visitor attractions such as the Lavender Farm. Park house has a sizeable group of volunteers who assist with these outings. During the course of the year special activity weeks are held which will focus on particular interests such as painting or photography. However, guests are also free to visit places independently if they wish or just to enjoy the facilities of Park House which include pleasant grounds, a heated swimming pool, (with hoist), and a variety of books, television and music equipment. In-house entertainment includes a forthcoming wine evening. Park House Holiday Hotel I55 S15671 Park House Holiday Hotel V232538 100805 Stage 4.doc Version 1.40 Page 11 Food is served in the main restaurant on the ground floor. This has pleasant views over the surrounding gardens and countryside. There is a varied choice of starter, main course and dessert. Guests all reported that the food was very good. One guest said that food would also be provided in a guest’s room if required. One guest was observed being assisted with his lunch by a member of the care staff. The help was offered in an unhurried manner and choices were offered for each course. This guest did have a little difficulty in communicating his choices and it was suggested that in such circumstances the use of photographs of food choices might be helpful. See recommendation. All of the food looked well presented in good-sized portions. Park House Holiday Hotel I55 S15671 Park House Holiday Hotel V232538 100805 Stage 4.doc Version 1.40 Page 12 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 18 & 20 Personal care is geared to individual requirements following consultation with guests. Medication is properly stored and managed. Guests are able to continue to exercise independence in this area if they wish. EVIDENCE: Guests are fully consulted with regarding the level of personal care they wish to receive. In some instances guests may be largely independent, whilst some come with a family member or carer who delivers their care during their stay at Park House. There were examples of guests being encourage to maintain and improve their independence and one guest in particular talked a lot about this. Guests are requested to bring their medication in original containers. Some guests continue to look after their medication themselves during their stay. Others are assisted by the nursing staff. Medications are properly stored and daily administration charts were up to date. Care staff confirmed that they did not handle medication. Staff who handle medication have also undertaken the Boots training course. Park House Holiday Hotel I55 S15671 Park House Holiday Hotel V232538 100805 Stage 4.doc Version 1.40 Page 13 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 22 & 23 Complaints and comments are positively invited from guests and issues dealt with. Staff have up to date training and knowledge of adult abuse issues, which helps protect guests. EVIDENCE: Seven internal complaints have been recorded and dealt with by the manager of regional office. All complaints are documented. Examples of complaints made and dealt with include the lift being out of order for a period of time whilst a new part was being sourced and a complaint about a guest who did not get the particular room she wanted. All guests are given a questionnaire at the end of their stay to comment on the service they have received. Quite a few of these were looked at and they are invariably complimentary about the service and particularly the staff. The Commission has received no complaints about this service. Staff have received training on adult abuse issues in line with local procedures and Protection Of Vulnerable Adult protocols. This was reflected in the discussions with staff on the day of the inspection. Some senior staff, including the manager, are undertaking an update course in the form of a ‘workbook’ and written questionnaire. Park House Holiday Hotel I55 S15671 Park House Holiday Hotel V232538 100805 Stage 4.doc Version 1.40 Page 14 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 24 & 30 The premises are designed to allow guests to access to all areas both within and outside of the building so they can make good use of the facilities provided. Park House provides a nice environment in which guests can enjoy their holiday. EVIDENCE: The premises are adapted for full disabled access and this includes hoist and tracking equipment in some bedrooms. Bedrooms are fully furnished, en-suite and have television and telephone facilities. There are several communal areas for guests to choose from including a nicely furnished lounge and a large conservatory area. No obvious hazards were noted during a tour of the premises. There is a swimming pool in the grounds, though this is fenced off and guests only use it with the assistance of staff. Guests can access the grounds along paths that are designed for wheelchair access allowing them to enjoy the well kept grounds and views. Park House is clean and tidy throughout and has its own laundry and sluicing facilities. Paintwork on skirting boards and doors does tend to be a bit scuffed, Park House Holiday Hotel I55 S15671 Park House Holiday Hotel V232538 100805 Stage 4.doc Version 1.40 Page 15 though it is difficult to avoid this due to the constant passage of manual and electric wheelchairs navigating the building. However, a regular process of monitoring and re-painting is being discussed. Park House Holiday Hotel I55 S15671 Park House Holiday Hotel V232538 100805 Stage 4.doc Version 1.40 Page 16 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 35 the key standard to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 34 & 35 Care must be taken to ensure proper recruitment records are on file in all cases so that guests are protected from unsuitable staff. There is a detailed training programme in place, which helps guests receive a more competent and professional service. EVIDENCE: Three staff files were viewed. Two of these were fully up to date including Criminal Records Bureau checks, written references, application forms and evidence of identity. Where appropriate POVA First checks are being undertaken. One did not contain completed references, although reference letters had been sent out. See requirement. Job descriptions are in place and all staff receive a copy of the Code of Conduct issued by the General Social Care Council. Nursing staff have their P.I.N. checked with the Nursing and Midwifery Council. A training programme is in place. This includes a detailed induction programme, mandatory training, (e.g. moving and handling, fire and first aid), and NVQ training. At present eight staff have completed NVQ training and a further four staff are just commencing. One member of staff interviewed during the inspection is currently training as a student nurse. Park House Holiday Hotel I55 S15671 Park House Holiday Hotel V232538 100805 Stage 4.doc Version 1.40 Page 17 Leonard Cheshire’s training programme includes communication, infection control, promoting independence, pressure sores and catheter care. These examples are not exhaustive. Park House Holiday Hotel I55 S15671 Park House Holiday Hotel V232538 100805 Stage 4.doc Version 1.40 Page 18 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. 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 are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 39, and 42 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) These standards were not inspected on this occasion. EVIDENCE: Park House Holiday Hotel I55 S15671 Park House Holiday Hotel V232538 100805 Stage 4.doc Version 1.40 Page 19 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 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 CONCERNS AND COMPLAINTS Standard No 1 2 3 4 5 Score x 3 x x x Standard No 22 23 ENVIRONMENT Score 3 3 INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 LIFESTYLES Score 3 x x x x Score Standard No 24 25 26 27 28 29 30 STAFFING Score 3 x x x x x 3 Standard No 11 12 13 14 15 16 17 x 3 x x x x 3 Standard No 31 32 33 34 35 36 Score x x x 2 3 x CONDUCT AND MANAGEMENT OF THE HOME PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Park House Holiday Hotel Score 3 x 3 x Standard No 37 38 39 40 41 42 43 Score x x x x x x x I55 S15671 Park House Holiday Hotel V232538 100805 Stage 4.doc Version 1.40 Page 20 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 34 Regulation 19 Requirement It is required that two written references are in place on each member of staff employed to work at Park House Hotel. Timescale for action Immediate and ongoing. 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 17 Good Practice Recommendations It is recommended that the use of pictures/photographs of food be considered where this may help guests indicate their choice of menu. Park House Holiday Hotel I55 S15671 Park House Holiday Hotel V232538 100805 Stage 4.doc Version 1.40 Page 21 Commission for Social Care Inspection 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. Extracts may not be used or reproduced without the express permission of CSCI Park House Holiday Hotel I55 S15671 Park House Holiday Hotel V232538 100805 Stage 4.doc Version 1.40 Page 22 - 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. 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