Inspection on 30/01/08 for Phoenix Care Centre

This inspection was carried out on 30th January 2008.

CSCI found this care home to be providing an Adequate service.

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

Phoenix Care Centre 28/01/09

Similar services:

Byars Care Home

St Marys Nursing Home

Bramble Lodge

Parkmanor Residential Home

Thornham Grove

Hunter`s Lodge

London Road Neurological and Specialist Care Unit

Carlton Care Home

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

CARE HOMES FOR OLDER PEOPLE Phoenix Care Centre Ancaster Avenue Chapel St Leonards Skegness Lincolnshire PE24 5SN Lead Inspector Ken Hague Unannounced Inspection 30th January 2008 08:30 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Phoenix Care Centre DS0000070328.V355962.R02.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Phoenix Care Centre DS0000070328.V355962.R02.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Phoenix Care Centre Address Ancaster Avenue Chapel St Leonards Skegness Lincolnshire PE24 5SN 01754 872645 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) Phoenix Care Centre Ltd Mrs P Hoyes Care Home 39 Category(ies) of Old age, not falling within any other category registration, with number (39), Physical disability (3) of places Phoenix Care Centre DS0000070328.V355962.R02.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The responsible person may provide the following category of service only: Care Home - Code PC To service users of the following gender: Either Whose primary care needs on admission to the home fall within the following categories: Old Age, not falling within any other category - Code OP Physical disability - persons aged 47 years and over - Code PD (maximum number of places 3) The maximum number of service uses who can be accommodated is 39 New service 2. Date of last inspection Brief Description of the Service: The Phoenix Care Centre provides accommodation and personal care for up to thirty-nine older residents of both sexes, including up to three people with physical disabilities over the age of 47 years. The home is situated approximately half a mile from the sea front in the resort of Chapel St Leonards, in a suburban area within close proximity to the town’s shops, library, churches, holiday-maker’s and leisure facilities. It is situated on a bus route to the town centre. It is a purpose-built detached care home providing accommodation on ground and first floor levels, in thirty-one single rooms and four shared rooms. The ensuite facilities in all of the upper floor single rooms include showers; those in the ground floor have toilet and washbasins. All the shared rooms have shower facilities. Communally, there is a large lounge and conservatory, which is connected to a dining room. There are three toilets at each end of the building, two bathrooms on each floor and one shower-room on the ground floor. Residents and visitors are able to sit out in the garden. Residents can be taken to do their own shopping and visit the various leisure facilities. There is off road parking at the front of the home. Phoenix Care Centre DS0000070328.V355962.R02.S.doc Version 5.2 Page 5 At the time of the inspection the home confirmed that the weekly fees ranged from £348 - £500 depending on the residents assessed needs. Additional charges are made for services such as chiropody, hairdressing and toiletries. Information about these costs as well as the day-to-day operation of the home, can be found in the home’s statement of purpose and service user guide. These documents are available in the reception area. An additional copy is kept in the home’s office. These documents are made available to all new potential residents. The care home does not offer a dedicated intermediate care service. Phoenix Care Centre DS0000070328.V355962.R02.S.doc Version 5.2 Page 6 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 1 star. This means the people who use this service experience adequate quality outcomes. The inspection took place over 6 hours. The registered manager and provider were provided with feedback at the end of the inspection. The main method of inspection used was called ‘case tracking’ which involved selecting three residents and tracking the care they receive through the checking of their records, discussion with them and the staff, and where more appropriate observation of interaction between staff and residents and related care practices. A sample of care records was inspected. Two members of staff were interviewed and the opinions of four residents were sought. An (AQAA) Annual quality assurance assessment was completed by the care home and sent to the Commission for Social Care Inspection prior to the site visit. This is a selfassessment document completed by the providers of the care home. It sets out evidence from the provider to demonstrate that they are meeting the Care Home Regulations. It is normal procedure to obtain written feedback from residents prior to the site visit using a document called “have your say”. This document sets out a number of questions for residents to answer which invites them to give their views of the services offered by the home. There were 10 forms returned by residents to the Commission for Social Care Inspection. Residents were spoken to during the site visit and the questions raised in the have your say document were discussed face-to-face with residents. Their opinions are reflected within this report. What the service does well: The home provides a comfortable, and homely environment for people to live in. Regular residents meetings and care reviews are held where residents comment on the services provided at the home. The home offers a wide range of social and leisure activities. A balanced and varied diet is provided. Residents are encouraged to make their own choices; their relatives and other visitors to the home are encouraged to give their views and opinions of the service, to influence the way the service is run. Phoenix Care Centre DS0000070328.V355962.R02.S.doc Version 5.2 Page 7 Residents stated that they felt their needs were being addressed by the care home. A training plan is in place for staff who stated they feel supported by the management. 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. The summary of this inspection report can be made available in other formats on request. Phoenix Care Centre DS0000070328.V355962.R02.S.doc Version 5.2 Page 8 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 Phoenix Care Centre DS0000070328.V355962.R02.S.doc Version 5.2 Page 9 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. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 3 Quality in this outcome area is Adequte This judgement has been made using available evidence including a visit to this service. The failure to carry out assessments for new residents places residents at risk of not having their needs met. EVIDENCE: The care home has comprehensive policies and procedures in place to ensure that resident’s needs are identified. The personal care files of three residents were examined as part of the case tracking process. The care records of two residents contained a full assessment carried out prior to admission. The care home was not able to demonstrate that a detailed assessment had been carried out for a third resident admitted for short-term care. No records could be produced to demonstrate this process had taking place. There was no evidence that the resident had been written to, to advise them that their needs could or could not be met. Phoenix Care Centre DS0000070328.V355962.R02.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 7,8,9 & 10 Quality in this outcome area is adequte. This judgement has been made using available evidence including a visit to this service. The failure to complete detailed care plans, places residents at risk. Medication is being administered in accordance with the homes procedures, which ensures the safe administration of medication. The conduct of the staff and systems in the home ensure that the privacy and dignity of the residents is upheld. EVIDENCE: The files of three residents were examined as part of the case tracking process. Two residents individual files contained care plans which included a detailed risk assessment Where a risk had been identified a management strategy for that risk was set out in the care plan. These care plans contained the care needs, social needs and health needs of each individual residents. Residents stated that the home’s managers had confirmed to them in writing that their assessed needs could be met by the resources of the care home. Phoenix Care Centre DS0000070328.V355962.R02.S.doc Version 5.2 Page 11 A third resident being case tracked had no care plan for the time they were a resident in the home. It is essential that current updated care plans are in place for all residents regardless of the time period they spend in the home. In addition this resident had no risk assessment in place although the family had identified a risk. The medication records for three residents were looked at and all were completed in full. Administration procedures were observed to be carried out satisfactorily. Residents and the registered manager said that there is lockable storage in bedrooms for residents who self-administered medication. Records show that staff who administer medication had undertaken training in the administration of medication. Staff confirmed this training had taken place. Phoenix Care Centre DS0000070328.V355962.R02.S.doc Version 5.2 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 12,13,14 & 15 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. A range of activities provides choices for residents. The homes menu offer choices and meets the dietary needs of residents. The home encourages relatives and friends to visit thus maintaining resident’s links with the community. EVIDENCE: Activities offered to residents are set out in the home’s AQAA. Residents stated in the “have your say” document that they are happy with the range of activities offered. One resident stated, “my care plans contain my individual choices and wishes of activities”. Activities were seen to be taking place during the site visit. The home has a policy of encouraging friends and relatives to visit and maintain links with residents. Relatives were seen to visit during the site visit. A resident stated “our families are made very welcome when they come to see us”. The details of family and extended family were found recorded in the care records. This included the contact numbers and addresses of the family members. Phoenix Care Centre DS0000070328.V355962.R02.S.doc Version 5.2 Page 13 The company supplied a copy of the home’s menu, which demonstrated choices. The Inspector spoke with residents and discussed the menu. Comments from residents were all positive. A resident stated, “The food is good here”. Another residents stated, “The food here is excellent it looks nice.“ I need a special diet but staff ensure that I am still given a choice of food.” The “have your say” documents completed by residents provided further evidence, that residents are satisfied with the menu. Questionnaires contained only positive comments regarding food offered by the home. Phoenix Care Centre DS0000070328.V355962.R02.S.doc Version 5.2 Page 14 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 16 & 18 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents’ benefit from updated comprehensive complaints and adult protection procedures. EVIDENCE: The care home has a detailed, up-to-date complaints procedure given to all residents and displayed in the care home. Discussion with residents provided evidence that they do know how to make a complaint. A resident stated “we can approached the manager or any member of staff at any time if we are unhappy”. A second resident said “I can talk to any member of staff if I have any problems”. The home also holds residents meetings on a regular basis, where any concerns can be raised. Staff confirmed that they were aware of the home’s whistle blowing policy and stated that they would use it if they have any concerns about care practice. The registered manager stated that all staff had been trained in the prevention and recognition of abuse. Staff confirmed that this statement was correct. Phoenix Care Centre DS0000070328.V355962.R02.S.doc Version 5.2 Page 15 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 19 & 26 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The Home is a comfortable and homely place in which residents can stay. EVIDENCE: The environment of the care home was poor when the new owners took over in the summer 2007. Maintenance work has begun in the home and improvements to the dining room area and kitchen have been made. A number of individual bedrooms have been decorated. Still many of the areas of a home are tired and worn. The new management have a maintenance plan in place, which cover many areas, throughout the next year. The exterior is not in good condition and the path way is uneven. Phoenix Care Centre DS0000070328.V355962.R02.S.doc Version 5.2 Page 16 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. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 27, 29 & 30 Quality in this outcome area is Good. This judgement has been made using available evidence including a visit to this service. Resident’s needs are met by appropriately trained staff. The robust recruitment procedure of the home is being followed. EVIDENCE: Staff stated that there are enough people on duty to meet needs, and if shortages occur through sickness, there are staff to call upon to fill any gaps. The staff stated that if resident’s needs increased additional staffing was provided. Rotas show satisfactory numbers of staff are available on each shift. Training Records show that staff have received training in moving and handling, fire safety, health and safety, and some specialist training. The new owners are aware that training has not taken place in great depth in the year prior to them buying the home. Staff also said they had previously not had sufficient training. The new owners have increased the amount of training for staff and the quality of training provided. There was evidence that induction training is being provided in line with a nationally recognised induction process; and training for a nationally recognised qualification (NVQ) is available. Fifty percent of staff hold a NVQ2 in care or an equivalent qualification. Phoenix Care Centre DS0000070328.V355962.R02.S.doc Version 5.2 Page 17 Staff confirmed training is very good and that they received a good induction process. The registered manager states in the AQAA that training courses are provided to all staff. A dedicated training coordinator is identified for the home. The personal file of a new member of staff was checked to see if the homes recruitment procedures had been followed. The home was not able to produce a criminal record bureau check for this member of staff. There were no appropriate references on their file. Phoenix Care Centre DS0000070328.V355962.R02.S.doc Version 5.2 Page 18 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. JUDGEMENT – we looked at outcomes for the following standard(s): Standard 31,33,35 & 38 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The registered manager provides positive leadership to staff. The failure to follow all of the homes procedures however will have a negative impact on the quality of service. EVIDENCE: The care home has an experienced registered manager. Staff stated that the home has a strong management structure which offers advice and leadership to all staff. A resident stated “we have a good manager here, staff are helpful and do their job well. The home is well run’. Staff confirmed that they receive supervision regularly and find it useful in terms of communication, and discussing their training needs. Records show that supervision takes place and that there are regular staff meetings. Phoenix Care Centre DS0000070328.V355962.R02.S.doc Version 5.2 Page 19 There are financial procedures in place to ensure that resident’s financial interests are safeguarded and protected. No health and safety issue was identified at this key inspection. Staff stated that morale has improved since the change of ownership and they are very satisfied with the leadership being provided by all managers of the care home. Phoenix Care Centre DS0000070328.V355962.R02.S.doc Version 5.2 Page 20 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 2 x x N/a HEALTH AND PERSONAL CARE Standard No Score 7 2 8 3 9 3 10 3 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X X x 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 2 X 3 3 3 X 3 3 Phoenix Care Centre DS0000070328.V355962.R02.S.doc Version 5.2 Page 21 Are there any outstanding requirements from the last inspection? no STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1 Standard OP3 Regulation 14-1 Requirement An assessment must be carried out prior to admission of a new resident and written confirmation provided to them. To ensure the residents identified needs can be met by the resources of the home. An updated and comprehensive care plan must be in place for all residents. This will ensure staff know how to meet the needs of the residents in the manor and choice of each individual resident using the resources of the home Timescale for action 01/05/08 2 OP7 15-1 01/05/08 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations Phoenix Care Centre DS0000070328.V355962.R02.S.doc Version 5.2 Page 22 Phoenix Care Centre DS0000070328.V355962.R02.S.doc Version 5.2 Page 23 Commission for Social Care Inspection East Midland Regional Office Unit 7 Interchange 25 Business Park Bostocks Lane Nottingham NG10 5QG 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 Phoenix Care Centre DS0000070328.V355962.R02.S.doc Version 5.2 Page 24 - 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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