Key inspection report
Care homes for older people
Name: Address: Pendale Retirement Home 6/8 Greystoke Place Blackpool Lancashire FY4 1NR The quality rating for this care home is:
two star good service A quality rating is our assessment of how well a care home is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this full review a ‘key’ inspection. Lead inspector: Wesley Cornwell
Date: 0 4 0 5 2 0 1 0 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area.
Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection.
This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Older People
Page 2 of 25 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information
Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 25 Information about the care home
Name of care home: Address: Pendale Retirement Home 6/8 Greystoke Place Blackpool Lancashire FY4 1NR 01253342191 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Pendale Care Limited Name of registered manager (if applicable) Miss Natasha Suttenwood Type of registration: Number of places registered: care home 23 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: The maximum number of service users who can be accommodated is 23. The registered person may provide the following category of service only: Care home only: Code PC, to service users of the following gender: Either. Whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category: Code OP. Date of last inspection Brief description of the care home Pendale Care Home provides 24-hour care and accommodation to 23 older people of both sexes. The home is situated in a residential area in the south of Blackpool and is close to the sea front. There is a small parking area for visitors at the front of the building. The home has 23 single bedrooms all with an en-suite facility. The ground floor comprises of two lounges and a dining room with the front lounge overlooking the Solarium Gardens and the promenade. The home has a passenger lift, which people Care Homes for Older People
Page 4 of 25 Over 65 23 0 1 5 1 2 2 0 0 9 Brief description of the care home can use independently. The home has a Statement of Purpose and Service User Guide providing information about the care provided, the qualifications and experience of the owners and staff and the services residents can expect if they choose to live at the home. A copy of the Service User Guide and most recent inspection report is available from the owner to help people make an informed choice whether to move into the home. The range of fees at the home are three hundred pounds to three hundred and sixty four pounds and seventy pence covering all aspects of care, food and accommodation. The Home owner provided this information on the 4th May 2010. Hairdressing is provided free of charge unless people wish to make their own arrangements. Care Homes for Older People Page 5 of 25 Summary
This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: This unannounced visit was undertaken as part of the homes key inspection. The visit commenced at 9.30am and took place over 4.5 hours. During the visit we were accompanied by an Expert by Experience who is a person, who because of their shared experience of using services, visits a service with an Inspector to help them get a picture of what it is like to live in or use the service. The Expert by Experience observed routines within the home and spoke to some of the people who live there and staff members. The views of the Expert by Experience and comments received during the visit have been included in the report although these were limited due to the number of people being accommodated and their frailty. We also spoke to the acting manager and three staff members. Staff, care and financial records were examined and a full tour of the premises was undertaken with the acting manager. Since the last key inspection a Statutory Enforcement Notice was issued by the Commission informing the homeowners they had failed to comply with the Care Homes Care Homes for Older People
Page 6 of 25 Regulations 2001. The notice was issued because the homeowners were not retaining financial records at the home including a record of the charges made for accommodation fees, copies of contracts between the home and people staying there and records of any monies or valuables held on behalf of the people in their care. An unannounced monitoring visit was undertaken at the home in March 2010 to monitor compliance with the Enforcement Notice. During the visit we found the records were being retained at the home as we had requested and were well maintained. Care Homes for Older People Page 7 of 25 What the care home does well: What has improved since the last inspection? We found the homes financial records were being retained at the home and were available for inspection. People living in the home had been issued with contracts of residence explaining the services they will receive for the fees being paid. The arrangements in place for handling the personal monies of people had been recorded on their care plan. The financial records we looked at during our visit were up to date and well maintained confirming the financial interests of people were being safeguarded. The homeowners have purchased a training package for their staff to receive training about the protection of vulnerable adults and gain a clear understanding of the procedures to be followed in the event of any allegations or suspicion of abuse or neglect. One member of staff we spoke to had undertaken the training and showed a good understanding and how the people they support should be protected from harm. The homes recruitment procedures have been reviewed and there was evidence that these are now robust to ensure the people in their care are protected and safe. There has been very limited progress made with the environment since the last key inspection. Accommodation on the second floor remains empty and a number of rooms on the first floor are unoccupied. The furnishings and decor in these rooms are looking tired and in need of refurbishment. The rooms that were being occupied were clean and tidy and one person who was being cared for in bed looked comfortable and well cared for. The building was clean and tidy and free from any offensive smells. Care Homes for Older People
Page 8 of 25 What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line 0870 240 7535. Care Homes for Older People Page 9 of 25 Details of our findings
Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 10 of 25 Choice of home
These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The admission and assessment procedures were clear to ensure the care needs of people were met. Evidence: There has been no new admissions into the home since we last visted. The two care plans we looked at had full assessment information including the religious/cultural/social and relationship needs of the people. The assessment had identified their nutritional needs and risk assessment information was in place advising staff members of the action to be taken to minimise identified risks and hazards. We spoke to the staff member responsible for the preparation of meals and they told us they are provided with information about people with special dietary needs and these were being accommodated. The care practices we observed during our visit confirmed the staff team had a good understanding of the needs of the people in their care and these were being met
Care Homes for Older People Page 11 of 25 Health and personal care
These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Promotion of health is taken seriously, peoples welfare is closely monitored and health needs were met. Evidence: Individual records are kept for each person with a plan of care setting out the action that is needed to be taken by staff to ensure all aspects of health, personal and social care needs of people living at the home are met. Significant events had been recorded and daily entries made setting out the care given. The care plans were structured and were being reviewed with the people or their relative,advocate and updated to reflect any changing needs and these were being actioned as required. The records of two people were looked at and these described their healthcare needs. Discussion with staff members on duty confirmed they were fully aware of the healthcare needs of people living at the home and these are monitored and kept up to date. Entries on care plans showed good communication between the home and healthcare professionals. Daily entries made on care plans showed staff members were following the instructions of healthcare professionals and an appropriate level of
Care Homes for Older People Page 12 of 25 Evidence: care was being provided. One care plan had clearly documented the action the home had taken where the health of one person was causing concern. The information recorded was detailed and confirmed appropriate action had be taken to address the persons health problems. Observation of practice and examination of care plan records confirmed staff were meeting the diverse needs of the people in their care. Discussion with staff members confirmed they were aware of the needs of the people in their care and the level of support that needed to be provided. They told us they were happy with the training they had received and felt competent to undertake their duties. The expert by experience commented that he had observed the staff being very attentive and felt they couldnt do enough for the people being supported. He commented that the routines within the home were relaxed and the staff were easy going. The people being accommodated at the home are frail and require a lot of care and attention from the staff team. During our visit we observed many examples of good care practice with people being treated in a dignified and respectful manner. One person we spoke to told us they were happy with their care. The person said, I love being in the home and I am free to request anything I need. Its like being in your own home. The staff members responsible for the administration of medicines had received training to ensure they had basic knowledge of how medicines are used and how to recognize and deal with problems in use. Medication practices observed during the visit were safe and good records had been maintained confirming people received their medicines as prescribed by their doctor. Care Homes for Older People Page 13 of 25 Daily life and social activities
These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Social activities and meals are both well managed, creative and provide daily variation and interest for people living in the home. Evidence: Routines observed during our visit appeared flexible with people having the freedom of the home and being able to choose whether to use the communal areas or remain in their own room. When we arrived one person was being assisted to the lounge having just finished breakfast in their room. We were told by the staff member that the person likes to sleep late and have their breakfast in their bedroom before moving onto the lounge to join her friends. We spoke to people about the arrangements in place for receiving their visitors and were told they were happy with these. Although we didnt see anyone visiting the home the manager told us there are no restrictions in place and people are welcome to visit at any time. We spoke to people about the arrangements in place for social activities and they told us they were happy with these. During the afternoon we observed the staff organising several individual activities. These were arranged through the choice of the individual
Care Homes for Older People Page 14 of 25 Evidence: person and included playing cards, dominoes, completing a puzzle and one person having some beauty treatment. People spoken to confirmed they enjoyed the food provided by the home. The staff member responsible for the preparation of meals was able to confirm they had information about people with special diets and personal preferences and these were being accommodated. One person commented, The food is very good and you get plenty to eat. Meal times were served in a relaxed and unhurried manner. Staff members were observed being very attentive to the needs of people who required assistance. Care Homes for Older People Page 15 of 25 Complaints and protection
These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Complaints are handled well and taken seriously ensuring people feel listened to. Evidence: The home has a complaints procedure which was on display in prominent positions around the building for the attention of people living in the home and their visitors. The procedure clearly explained the actions that would be taken should a complaint be received and the timescale within which this would be dealt with. The people we spoke to told us they knew how to make a complaint if they were unhappy. All said they were happy and had no reason to make a complaint. We spoke to the acting manager about her knowledge of safeguarding issues and the procedures to be followed should an incident of abusive practices be brought to her attention. The acting manager was able to demonstrate an understanding of the procedures she would need to follow to ensure the people in her care are protected from abuse. The staff members we spoke told us they had attended safeguarding training provided by the home since we last visited. They showed a good understanding of their responsibilities to protect the people in their care and told us they wouldnt hesitate to report to the manager any abusive practices they may witness. Care Homes for Older People Page 16 of 25 Environment
These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People live in a home which would benefit from an ongoing refurbishment programme. Evidence: The lounge and dining areas have been maintained to a good standard and decorated for the comfort of the people living there. The acting manager told us the lounge chairs and dining room tables had recently been replaced and the carpets are cleaned on a regular basis to maintain standards. The people we spoke to were happy with the standard of accommodation provided and said they felt at home. A tour of the building confirmed there hasnt been much progress in upgrading the environmental standards since the last inspection. Accommodation on the second floor remains empty and a number of rooms on the first floor are unoccupied. The furnishings and decor in these rooms are looking tired and in need of refurbishment. The homeowners will need to give serious consideration to implementing improvements to these rooms before they could offer the accommodation to people to move into. The rooms that were being occupied were clean and tidy and one person who was being cared for in bed looked comfortable and well cared for. The acting manager told us she has discussed the environmental standards with the homeowners and there are plans for some refurbishment work to be implemented. These include a new carpet for the main lounge and the refurbishment of bedrooms. Care Homes for Older People Page 17 of 25 Evidence: The bedrooms which were being occupied had been personalised with people being encouraged to bring their own belongings on their admission into the home. The rooms were single occupancy and provided en-suite facilities. The people we spoke to were happy with their rooms and said they had the choice of spending time on their own or in the lounge areas. The homes call bell system was tested during the visit and found to be in good working order. During our visit the staff were observed responding quickly if assistance was requested. Hot water temperatures were checked throughout the home and found to be delivering water at a safe temperature in line with health and safety guidelines. There were no health and safety issues identified with the building during our visit confirming people are living in a safe environment. It was observed during the visit the home was clean and free from offensive smells. Care Homes for Older People Page 18 of 25 Staffing
These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Staffing levels are sufficient to meet the needs of people living at the home. Evidence: Staffing levels were sufficient for the number of people living in the home. During our visit we were able to observe that the staff team were very attentive to the people in their care and were available when needed. People requesting assistance were dealt with quickly and with patience and kindness. The people we spoke to told us they liked living at the home and were being well looked after. The staff member we spoke to showed a good understanding of their role and responsibilities and felt the staff worked well together to ensure the individual and collective needs of the people in their care were being met. The care practices we saw during our visit confirmed people were being treated with care and respect. The records we saw confirmed staff members have access to a training and development programme ensuring the people in their care are being supported by a well trained and competent staff team. In addition four of the seven staff members have achieved National Vocational Qualifications (NVQ) ensuring people are in the safe hands of qualified and competent staff. We looked at the records of one staff member employed to work at the home since
Care Homes for Older People Page 19 of 25 Evidence: our last visit and found that the home has thorough and robust systems in place for recruiting staff members ensuring the protection of people living there. Care Homes for Older People Page 20 of 25 Management and administration
These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is well run and ensures the health and safety of staff and people living there are promoted and protected. Evidence: The home is still without a manager who has been registered with the Commission and accountable for the day to day service being provided. We spoke to the homeowner during our visit and they told us they had received a good response to a recent advert in the local paper. They said they were speaking to people who have expressed an interest in the post and are hoping to make an appointement soon. The acting manager told us she will remain at the home to work alongside the new manager as her deputy. The homeowner is reminded that the present management arrangements in place are not acceptable and a decision must be made about a manager application being submitted to the Commission. During our visit it was observed that the home was being well run and that all documents required by regulation were being well maintained and were available for
Care Homes for Older People Page 21 of 25 Evidence: inspection. We looked at the savings records in respect of one person unable to handle their own finances and found these were being well maintained ensuring their interests were being safeguarded. The manager has in place quality assurance systems to gather the views of the people in her care about the service being provided and keep people informed about events being organised by the home. These are presently organised on an informal basis due to the number of people living at the home and their frailty. Inspection of maintenance records confirmed facilities and equipment was being maintained as required by health and safety legislation providing a safe environment for people to live. Care Homes for Older People Page 22 of 25 Are there any outstanding requirements from the last inspection? Yes R No £ Outstanding statutory requirements
These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards.
No. Standard Regulation Requirement Timescale for action 1 31 9 The person in day to day control of the home must apply to be registered with the Commission. This will ensure the home is being run for the benefit of the people who live there. 25/02/2010 Care Homes for Older People Page 23 of 25 Requirements and recommendations from this inspection:
Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours.
No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set.
No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service.
No Refer to Standard Good Practice Recommendations 1 19 An ongoing refurbishment programme should be implemented to ensure pleasant and comfortable standards are maintained throughout the home. Care Homes for Older People Page 24 of 25 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 25 of 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. 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. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!
