Inspection on 22/05/07 for Park House Holiday Hotel

This inspection was carried out on 22nd May 2007.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Excellent. 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 05/01/06

Park House Holiday Hotel 10/08/05

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 Mrs Marilyn Fellingham Unannounced Inspection 22nd May 2007 09:40 Park House Holiday Hotel DS0000015671.V342012.R01.S.doc Version 5.2 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 Park House Holiday Hotel DS0000015671.V342012.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 Adults 18-65. 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. Park House Holiday Hotel DS0000015671.V342012.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Park House Holiday Hotel Address Sandringham Kings Lynn Norfolk PE35 6EH 01485 543000 01485 540663 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) www.leonard-cheshire.org.uk Leonard Cheshire Mrs Betty Doreen Lewis Care Home 24 Category(ies) of Physical disability (24) registration, with number of places Park House Holiday Hotel DS0000015671.V342012.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 5th January 2006 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 DS0000015671.V342012.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This was an unannounced inspection that took place over nine hours. Opportunity was taken to tour the premises, talk with staff and guests and examine records. The hotel is an extremely well run establishment that strives hard to ensure that their guests have an enjoyable and beneficial stay. Many of the guests make frequent visits to the hotel because of the safety they feel whilst staying there and the care that they receive. What the service does well: What has improved since the last inspection? What they could do better: Guests who require a more specialist nursing input from the staff would benefit from a more detailed care plan in relation to that particular need. Park House Holiday Hotel DS0000015671.V342012.R01.S.doc Version 5.2 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. The summary of this inspection report can be made available in other formats on request. Park House Holiday Hotel DS0000015671.V342012.R01.S.doc Version 5.2 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 Outcomes Statutory Requirements Identified During the Inspection Park House Holiday Hotel DS0000015671.V342012.R01.S.doc Version 5.2 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. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Staff at the hotel make sure that they are aware of each guests care needs before their arrival. EVIDENCE: Initially guests make enquiries by phone and are then sent a reservation form that asks for details about the level of care that they require. One guest who has been to Park House several times said that the home liaises with the community nurses before she arrives to ascertain if there have been any changes in the nursing care that she requires. Obviously if guests have been to Park House several times the hotel uses the previous notes and information about care that they require and up dates these when necessary. One guest commented that the carers are quick ‘off the ball’ and know exactly what your needs are as soon as you arrive. Not all guests require full or part care and many are fully independent. Some of the guests visit with their own carers, some with their spouses or friends. Some guests are partly or fully funded for their care and some make their own arrangements. There is a tariff that clearly sets out all the services provided by the hotel. Park House Holiday Hotel DS0000015671.V342012.R01.S.doc Version 5.2 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. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Although the care plans reflect the needs of the guests whilst staying at Park House, those guests requiring more specialist nursing input would benefit from a more detailed care plan in relation to the particular nursing need. EVIDENCE: The care plans are very brief and constitute a tick box format, however they do contain the necessary information to meet the required needs of all the guests. It is important to remember that the guests staying at the hotel are on holiday and therefore staff have to ensure that the guests needs are being fully met without infringing on their holiday. Staff keep daily records of care that is required or that which has been given; however it was noted by the Inspector that one guest who was prone to problems with skin integrity did not have a detailed enough care plan in place for this and the dressing of a wound that was being done on a daily basis. Park House Holiday Hotel DS0000015671.V342012.R01.S.doc Version 5.2 Page 10 It was evident after discussion with the guests and examination of care records that the guests are involved in their care planning needs whether they require full, part or no care at all. All guests are risked assessed in relation to their mobility needs and any specialist equipment that they use whilst staying at the hotel. Those guests spoken to were in no doubt that the hotel could meet their needs. One guest commented to the Inspector that the hotel had given him back confidence and made him feel secure. Park House Holiday Hotel DS0000015671.V342012.R01.S.doc Version 5.2 Page 11 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. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. There are many opportunities for guests to participate in activities. The guests are offered an extensive nutritious menu. EVIDENCE: Activities are planned well in advance and quite often guests choose to stay during a particular week when certain activities have been arranged; for example the Sandringham Flower Show is very popular and many of the guests choose to stay that week. Many of the activities are arranged for the week in themes, for example on the day of inspection the guests were off on a stately home visit as the theme for the week was stately homes. Other weekly themes include painting, photography, gardening and local history; these are just a few examples as there are many activities on offer for the guests to take part in if they so wish. Guests are also free to visit places under their own steam and two went out to the local town on the morning of the inspection. Park House Holiday Hotel DS0000015671.V342012.R01.S.doc Version 5.2 Page 12 There is a heated swimming pool with hoist for the guests to use, a number of ‘walks’ through the grounds that are easy to access for those guests who are wheelchair users. The grounds are particularly beautiful with views from the house over the surrounding country side; the rhododendrons are superb at this time of the year. Not many activities are on offer at the weekends because Saturday is the changeover day when either guests are leaving or just arriving and it is therefore understandable that Sundays are treated very much as rest days as guests travel from all parts of the country to stay at Park House. The dining room is most pleasant with stunning views; as you enter the room a small area has been just recently been made into a space where guests can sit and have pre dinner drinks. Morning coffee is served in the conservatory as is afternoon tea, although if guests choose they can have their meals served in their rooms. Leading off from the conservatory is an area that has just been made into a shaded place for the guests to sit and the Inspector noted that one guest was enjoying his tea in this paved garden. The menu’s are extensive, very varied and nutritious; all lunches are prepared using local ingredients. All the guests spoken to said that the meals were very good and that there was always a wide variety to choose from. The daily routines of the hotel promote the independence of the guests and it was noted that the guests please themselves what they do and where they go; one guest commented that there is no other place like Park House and that they were treated with dignity, know that they are in safe hands and that they get their independence back. Park House Holiday Hotel DS0000015671.V342012.R01.S.doc Version 5.2 Page 13 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. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. All guests receive care in the way they wish and is appropriate to their level of independence. The management of medicines is handled well. EVIDENCE: Before the guests are booked into the hotel they are consulted about what level of care they wish to receive and this continues for their whole stay at Park House. There are a number of care packages available for the guests to choose from depending on their level of independence. Some guests require no personal care at all whilst others require what is referred to as “daily care”. Many of the guests talked about the feeling of security and how peaceful and very relaxed their stays always were. The Hotel does not stock medicines or medical supplies and guests are requested to bring sufficient supplies with them. All medicines entering the hotel have to be clearly labelled and in the original packaging and a record kept; all unwanted medicines are disposed of in the appropriate manner. Park House Holiday Hotel DS0000015671.V342012.R01.S.doc Version 5.2 Page 14 Some guests choose to self-administer their medication during their stay and there are lockable facilities in all rooms to ensure the safe storage of medicines. Only the registered nurses administer the medication although all the care staff have undertaken the Boots training course. All medication in use is properly stored and the medication records of medicines that had been administered were up to date. Park House Holiday Hotel DS0000015671.V342012.R01.S.doc Version 5.2 Page 15 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. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Guests are encouraged to comment on the services offered by the hotel The guests are protected by the hotels training plan and staff know how to report were they to witness any matters of abuse. EVIDENCE: The records for complaints were examined and these were either dealt with, by the manager or by the regional office; all complaints received by the hotel are recorded. None have been received by the Commission. The complaints were fairly minor although there was one was about care received by a guest, but this was not substantiated. All guests receive a questionnaire at the end of their holiday and they are invited to comment on any aspect of the service they have received. The comments made were found to be mainly favourable especially in relation to the attitude of the staff and the service provided. Those guests spoken to said that they knew the protocol for lodging a complaint but had no reason to think that they might have to do this. Discussion with the principal trainer for the hotel and examination of training records confirmed that all staff have received training in all issues relating to the Protection of Vulnerable Adults. Park House Holiday Hotel DS0000015671.V342012.R01.S.doc Version 5.2 Page 16 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. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Park House offers a most comfortable and safe environment for its guests. EVIDENCE: A tour of Park House, internally and externally was undertaken by the Inspector. The hotel was found to be exceptionally clean and tidy with a number of areas having been re furbished. All rooms are very well furnished with new carpets and curtains in some. The dining room has been re decorated and an area set aside with comfortable seating for pre dinner drinks. The premises have been adapted to give full access for those with physical disabilities. There are a number of communal areas including a large sitting room, a library, and a large conservatory. Many of the guests were seen to make full use of these areas including the seating areas outside. The grounds of the hotel are extensive and guests were seen wandering about and enjoying the scenery that the hotel overlooks. Another gardener has been employed to ensure the overall work for the gardens is maintained. Park House Holiday Hotel DS0000015671.V342012.R01.S.doc Version 5.2 Page 17 Maintenance of Park House is of a very high standard and improvements are always taking place. Park House Holiday Hotel DS0000015671.V342012.R01.S.doc Version 5.2 Page 18 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 32, 34 and 35 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. There is a robust system in place for recruitment. There is an excellent training programme in place to ensure that guest’s needs can be met. EVIDENCE: Records were examined of all new recruits, these evidenced a robust system for recruitment and all employees have two references in place. Discussion with the designated trainer for the home and examination of records led the Inspector to come to the conclusion that there is an extensive training plan in place that includes an induction programme that relates to particular jobs that staff are employed to do. Updates are given for manual handling and fire training; POVA training is given and updated every two years; further training includes infection control, and subjects related to the care of those guests who stay at the hotel. This list is not exhaustive. Well over 50 of staff have NVQ level 2 and that not only includes care staff but also kitchen and housekeeping staff. Park House Holiday Hotel DS0000015671.V342012.R01.S.doc Version 5.2 Page 19 Heads of departments arrange and manage formal supervision sessions and records were seen for this activity; each member of staff has their own personal development plan. Park House Holiday Hotel DS0000015671.V342012.R01.S.doc Version 5.2 Page 20 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 37, 39, and 42 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. The hotel is efficiently and competently run and has an effective quality monitoring system in place. EVIDENCE: In practice there are three managers that manage Park House, a front of house manager, the hotel manager and the care manager. The care manager is a qualified nurse who has considerable experience in working with people with disabilities and it is clear after discussion with staff and guests that she provides clear leadership to the care staff team; the other two managers have extensive experience in working with people and in the hotel business. This combination of management makes for a very effective team that manages the guests and their stay at Park House. Many of the guests made numerous positive comments about the overall management of the hotel and their care. Park House Holiday Hotel DS0000015671.V342012.R01.S.doc Version 5.2 Page 21 The hotel has a good quality assurance and monitoring system in place and guests views are sought. It was noted that all equipment is serviced within the appropriate timescales. Park House Holiday Hotel DS0000015671.V342012.R01.S.doc Version 5.2 Page 22 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 Standard No Score 1 x 2 4 3 x 4 x 5 x INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 3 ENVIRONMENT Standard No Score 24 4 25 4 26 4 27 4 28 4 29 4 30 4 STAFFING Standard No Score 31 x 32 x 33 x 34 4 35 4 36 4 CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 3 x 3 x LIFESTYLES Standard No Score 11 x 12 4 13 4 14 4 15 4 16 4 17 4 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 x 3 x 4 4 4 x x 4 x Park House Holiday Hotel DS0000015671.V342012.R01.S.doc Version 5.2 Page 23 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. Standard Regulation Requirement Timescale for action 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 YA6 Good Practice Recommendations It is recommended that those guests who are in need of more specialised nursing care have a more detailed plan of care in place. This will not only protect the guests but also the staff in relation to care practice. Park House Holiday Hotel DS0000015671.V342012.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: 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 © 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 DS0000015671.V342012.R01.S.doc Version 5.2 Page 25 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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