CARE HOMES FOR OLDER PEOPLE
Parkmanor Residential Home Albert Road Coalville Leicestershire LE67 2AA Lead Inspector
Mrs C A Burgess Unannounced Inspection 10:00 14 December 2005
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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 Parkmanor Residential Home DS0000001654.V255348.R01.S.doc Version 5.0 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. Parkmanor Residential Home DS0000001654.V255348.R01.S.doc Version 5.0 Page 3 SERVICE INFORMATION
Name of service Parkmanor Residential Home Address Albert Road Coalville Leicestershire LE67 2AA 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) 01530 817443 01530 817443 Rushcliffe Care Limited Ms Lorna Thompson Care Home 40 Category(ies) of Old age, not falling within any other category registration, with number (40), Physical disability (40), Physical disability of places over 65 years of age (40) Parkmanor Residential Home DS0000001654.V255348.R01.S.doc Version 5.0 Page 4 SERVICE INFORMATION
Conditions of registration: 1. No-one under the age of 55 years may be admitted into the home in category PD. 5th July 2005 Date of last inspection Brief Description of the Service: Parkmanor is a residential care home for 40 older persons and older persons with a physical disability. The home is managed by Rushcliffe Care Limited, Epinal Way Care Centre, Loughborough. The home is purpose built on two floors, the first floor being accessible via a passenger lift. There are sitting rooms and a dining room on each floor and a family room for private meetings. All rooms are single with en-suite facilities. A number of the rooms enjoy views over the bowling green or garden. The courtyard garden is laid to lawn with a paved area, potted shrubs and flowers, has an attractive fountain and is suitable for wheelchair users. The home is clean, well maintained and attractively decorated throughout. Facilities in Coalville town centre include the usual shops and market, churches, library, hotels, restaurants and pubs. Close by is the attractions of Snibston Discovery Park. The home is within a ten-minute walk of the town centre. The towns of Loughborough and Ashby-de-la-Zouch are within a twenty-minute drive. The home is close to public transport and there is ample parking for visitors. Parkmanor Residential Home DS0000001654.V255348.R01.S.doc Version 5.0 Page 5 SUMMARY
This is an overview of what the inspector found during the inspection. This inspection took place over four hours. An opportunity was taken to look around the home, view records, policies and care plans and to talk to staff residents and their relatives and visitors. The primary method of inspection used was ‘case tracking’ which involved selecting three residents and tracking the care they receive through a review of their records, discussion with them (where possible), the care staff and observation of care practices. Many of the residents were seen during the inspection. Three of the residents, two relatives, and care staff spoken with gave the Inspector their impressions of the home. What the service does well:
Parkmanor, Rushcliffe Care Limited provides a high standard of care for the residents. The home is well run by a knowledgeable and experienced Registered Manager and has a warm, friendly and welcoming atmosphere. It is well decorated and maintained with an attractive garden, and provides a safe and homely environment for the residents. Staff are caring and supportive towards the residents and their relatives. Residents’ care plans are detailed to ensure that each resident’s individual and specific needs are met. Residents are provided with a range of daily activities, and contact with the local community and church is maintained. Meals are cooked on site and are nutritious and well presented. The home has a highly motivated and pro-active activities organiser. Staff are well trained and able to meet the residents’ needs. The home’s real strength is in the sound relationships between staff, residents and their relatives/visitors and the Registered Manager’s proactive approach to working with other healthcare professionals to ensure that the residents receive optimum care on all levels. Comments from residents and their relatives, during the inspection, were very positive and demonstrated that they were satisfied with the standard of care provided. Parkmanor Residential Home DS0000001654.V255348.R01.S.doc Version 5.0 Page 6 It should be noted that Rushcliffe Care Ltd offer, through Age Concern, two free Christmas lunches at Parkmanor to people who would otherwise spend Christmas alone, for which they should be commended. What has improved since the last inspection? What they could do better: 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. Parkmanor Residential Home DS0000001654.V255348.R01.S.doc Version 5.0 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 Parkmanor Residential Home DS0000001654.V255348.R01.S.doc Version 5.0 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): 3 & 5. The admission process is well managed thereby ensuring that the residents’ health and welfare needs are being met. EVIDENCE: The pre-assessment process, completed by either the Registered Manager or a Senior Manager, is detailed and robust and reflective of the health and welfare needs of the residents. A resident said that he had had a months trial period and did not wish to return home but had decided to stay at Parkmanor where he was well cared for and felt safe. The remaining standards were inspected in July 2005 and found to be met. Parkmanor Residential Home DS0000001654.V255348.R01.S.doc Version 5.0 Page 9 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. Residents are well looked after in respect of their health and personal care needs. EVIDENCE: Care plans are detailed and reflect residents’ specific and individual needs. Contact with other healthcare professional is well documented. The quality of record keeping is reflective of the high standard of care observed during this and the previous inspection and ensures that the needs of the residents are met. Two of the care plans inspected had not been signed by the residents or their relatives/representative to demonstrate that they had been consulted with and agreed to the plan of care provided. Parkmanor Residential Home DS0000001654.V255348.R01.S.doc Version 5.0 Page 10 Nevertheless, residents and their relatives said that they were consulted about the care provided. Records are maintained when relatives are contacted. Observation during the inspection showed that all staff were friendly and attentive to visitors, and residents’ relatives had a warm and friendly relationship with the Registered Manager and staff. Medication administration is managed effectively within the home’s robust medication policy and procedural guidelines to ensure the safe and timely delivery of residents’ prescribed medicines. Observation during the inspection showed that staff have a good awareness of how to protect residents privacy and dignity. They were seen to be kind and patient and treated the residents in a respectful, friendly and supportive way. Residents and their relatives said that staff are respectful and caring. Residents requiring ‘end of life’ care are able to remain and be cared for in the home in accordance with their wishes with the agreement, help and support of the residents relatives, GP and other healthcare professionals. Parkmanor Residential Home DS0000001654.V255348.R01.S.doc Version 5.0 Page 11 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. Residents experience a stimulating, lively and varied life style at the home with a variety of activities available by the activities organiser. Staff are caring and supportive of residents and their relatives. EVIDENCE: Visitors came and went throughout the day and called into the Registered Managers office to chat about their relatives and any concerns they had. The home was decorated for Christmas, has a warm and lively atmosphere and residents were listening and singing along to songs from the 1940’s during the morning. There is a part-time activities organiser who provides daily activities and organises outings and entertainments for the residents. The home has contact with external community groups and various churches whose representatives regularly visit the home. The residents had enjoyed visits from two groups who had sung Carols and were looking forward to a Christmas party on the following day. The remaining standards were inspected in July 2005 and found to be met.
Parkmanor Residential Home DS0000001654.V255348.R01.S.doc Version 5.0 Page 12 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. Arrangements for receiving and responding to complaints are sound, resulting in satisfactory protection of residents’ rights. EVIDENCE: Residents and staff comments demonstrate that people feel at ease discussing any concerns with the Registered Manager and the staff. The CSCI has not received any complaints about the home and the home’s complaints process reflects the government’s adult protection guidelines, set out in the No Secrets’ publication. One complaint has been made to the home since the previous inspection. Complaints and concerns made to the home are dealt with correctly and effectively to ensure residents are protected from harm. The remaining standard was inspected in July 2005 and found to be met. Parkmanor Residential Home DS0000001654.V255348.R01.S.doc Version 5.0 Page 13 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 & 26. A comfortable, homely and safe standard of accommodation is provided for the residents. EVIDENCE: The home is safe and well maintained with many adaptations to suit residents’ specific needs. It is decorated and furnished to a high standard that creates a comfortable and homely environment. All areas of the home were clean and maintained to a high and commendable standard throughout. The remaining standards were inspected in July 2005 and found to be met. Parkmanor Residential Home DS0000001654.V255348.R01.S.doc Version 5.0 Page 14 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. Staff at the home are well trained and supported, and employed in sufficient numbers to meet the residents needs. EVIDENCE: Staffing levels, at the point of inspection were satisfactory and in line with the Department of Health Residential Forum Guidelines and were sufficient to meet the residents’ needs. The Registered Manager maintains overall responsibility for the home and is supernumerary. In addition there are domestic, catering and maintenance staff. Relatives and residents said that the staff were capable and caring, and that there was sufficient staff on duty to meet the needs of the residents. Rushcliffe Care Limited, Epinal Way Care Centre undertakes the recruitment process centrally and is inspected when inspecting the care homes at the Epinal Way care centre. The remaining standards were inspected in July 2005 and found to be met. Parkmanor Residential Home DS0000001654.V255348.R01.S.doc Version 5.0 Page 15 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 & 38. The Registered Manager, who is knowledgeable and open to ideas, effectively supervises staff and proactively manages the home to protect the rights and needs of the residents. EVIDENCE: The Registered Manager has many years of experience in care and is currently undertaking the Registered Managers Award, NVQ in Care Level 4 and the NVQ assessors’ course. She has a proactive and open style of management, which ensures good working relationships with staff and quality care for residents and their families. Parkmanor Residential Home DS0000001654.V255348.R01.S.doc Version 5.0 Page 16 There is an ethos of openness in the home; staff are friendly and helpful towards the residents, their relatives and each other. The Registered Manager audits accidents every three months to identify trends: residents falls are closely monitored, interventions implemented and outcomes monitored resulting in a reduction in falls. The remaining standards were inspected in July 2005 and found to be met. Standard 33 was exceeded. Parkmanor Residential Home DS0000001654.V255348.R01.S.doc Version 5.0 Page 17 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 X X 4 X 3 N/A HEALTH AND PERSONAL CARE Standard No Score 7 4 8 3 9 3 10 3 11 3 DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 4 14 X 15 X COMPLAINTS AND PROTECTION Standard No Score 16 3 17 3 18 3 4 X X X X X X 4 STAFFING Standard No Score 27 3 28 X 29 X 30 X MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 4 4 X X X X X 4 Parkmanor Residential Home DS0000001654.V255348.R01.S.doc Version 5.0 Page 18 Are there any outstanding requirements from the last inspection? N/A 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 OP7 Good Practice Recommendations The Registered Person(s) are recommended demonstrate that care plans are drawn up with the involvement of the resident and or their relative/representative. Parkmanor Residential Home DS0000001654.V255348.R01.S.doc Version 5.0 Page 19 Commission for Social Care Inspection Leicester Office The Pavilions, 5 Smith Way Grove Park Enderby Leicester LE19 1SX National Enquiry Line: 0845 015 0120 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk
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