Inspection on 09/10/07 for Phoenix House

This inspection was carried out on 9th October 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

Phoenix House 26/09/06

Phoenix House 15/11/05

Phoenix House 16/08/05

Phoenix House 11/02/05

Phoenix House 06/12/04

Similar services:

Coopers Mill Ltd

Bramley Avenue (73)

Paradise Lodge

Grangewood

Upaya Ananda

Newton Court (1-2)

Kings Lane (32)

Pemdale

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

CARE HOME ADULTS 18-65 Phoenix House 6 Lynn Road Snettisham Kings Lynn Norfolk PE31 7LP Lead Inspector Debra Allen Unannounced Inspection 9th October 2007 12:30 Phoenix House DS0000027534.V352828.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 Phoenix House DS0000027534.V352828.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. Phoenix House DS0000027534.V352828.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Phoenix House Address 6 Lynn Road Snettisham Kings Lynn Norfolk PE31 7LP 01485 544415 NO FAX # val.bailey@btopenworld.com 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) Mr John Bailey Mrs Valerie Bailey Mr John Bailey Care Home 6 Category(ies) of Learning disability (6) registration, with number of places Phoenix House DS0000027534.V352828.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 26th September 2006 Brief Description of the Service: Phoenix House stands in the middle of a square in the centre of the village of Snettisham, which is between Hunstanton and Kings Lynn on the A149. There are shops, a pub and a church all close by. The home has 6 adults with learning disabilities who all have single bedrooms on the first floor of the house. There are two bathrooms, one with a standing shower and one with a bath and shower. There is a large lounge and large kitchen/dining room. Mr and Mrs Bailey, who are the providers, live in Phoenix House, running the home as a family unit. The home also has two dogs. The basic fees are currently £356 per week. Phoenix House DS0000027534.V352828.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. Care Services are judged against outcome groups, which assess how well a provider delivers outcomes for people using the service. The key inspection of this service has been carried out, by using information from previous inspections, information from the providers, the residents and their relatives, as well as others who work in or visit the home. This has included a recent visit to the home. This report gives a brief overview of the service and the current judgements for each outcome group. This inspection was carried out over a period of four and a half hours during which time we met and spoke with both providers and two service users. A tour of the premises was also carried out and care plans, health and safety files and other records required for regulation were examined. The Commission’s inspector was also joined by an ‘Expert by Experience’ and their support worker. The Expert by Experience, who also used to live in a residential home, spent the afternoon talking to two service users and being shown around the home. Observations and feedback from the Expert by Experience have been taken into consideration and are also reflected within this report. No requirements or recommendations have been made as a result of this inspection. What the service does well: Phoenix House provides a homely and relaxed place for the service users to live and Mr & Mrs Bailey are very positive and supportive of all the service users and have a genuine empowering and enabling approach. Care plans contain very clear and detailed information relating to how each person needs and wants to be supported. Service users continue to enjoy good work and leisure activities and have regular holidays. Service users are treated with dignity and respect with regard to ageing, illness and death. Phoenix House has a very good complaints procedure, and feedback from service users, relatives and external services is regularly invited by way of questionnaires, house meetings and discussions. Service users have very personal and individualised rooms. Phoenix House DS0000027534.V352828.R01.S.doc Version 5.2 Page 6 Visits by the Environmental Health Officer and Fire Officer have received positive outcomes, with no issues or faults noted. Mrs Bailey has attended a food and fitness workshop and the home now uses the ‘Safe Food, Better Business’ system, which appears to be working very well and has also received positive feedback from the Environmental Health Officer. 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 House DS0000027534.V352828.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 Phoenix House DS0000027534.V352828.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): 1, 2, 3, 4 & 5 Quality in this outcome area is good. Service users are provided with sufficient information, to ensure they are able to make an informed choice about where to live. Full needs assessments are carried out before people move in, so they can be assured that the service will meet these needs. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Discussions with the manager, documentation seen on the day of inspection and information contained within the AQAA (Annual Quality Assurance Assessment), provided evidence to confirm that ‘care needs assessments’ are received from the relevant placing authority, in addition to Phoenix House’s own initial assessment, prior to service users moving in. The assessments, which are completed by Phoenix House, were noted to request information regarding people’s needs such as likes, dislikes, medical history and information, personal care requirements, mobility, mental and emotional needs, sexuality, religious preferences, social, leisure and work activities. Phoenix House DS0000027534.V352828.R01.S.doc Version 5.2 Page 9 It was also confirmed that potential service users have the opportunity to visit Phoenix house, meet the other service users and have a trial period to make sure they will be happy living there. The last person to move in to Phoenix House was initially an emergency/temporary placement. However, as they said they liked living there and there was a vacancy, they were able to become a permanent resident. It was noted that all service users have a copy of the service user guide and a written contract. Phoenix House DS0000027534.V352828.R01.S.doc Version 5.2 Page 10 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): 6, 7, 8, 9 & 10 Quality in this outcome area is good. Care plans contain assessments of needs, wants and choices and are regularly reviewed and updated as necessary. Service users are actively involved in all aspects of life in the home, their views are taken into consideration and they are supported to make decisions and take risks. Service users’ information is secure and confidentiality is maintained. This judgement has been made using available evidence including a visit to this service. Phoenix House DS0000027534.V352828.R01.S.doc Version 5.2 Page 11 EVIDENCE: In addition to information relating to the latest admission, two care plans were looked at on the day of inspection and found to contain very clear and detailed information relating to how each person needed and wanted to be supported. In compliance with a previous requirement, the care plan was seen to be up to date and was made up of clear and easily accessible sections. The contents of the care plans were seen to include a photograph, personal profile, social services contract, personal information, healthcare/support assessment, policies & procedures relating to fire, complaints, accidents, health & safety and finances, weekly timetable and risk assessments. The risk assessments looked at were very clear, with a very positive and enabling approach – i.e. what measures needed to be taken to help someone to be able to carry out day-to-day tasks or enjoy activities as safely as possible. All the risk assessments seen on the day had been reviewed regularly and were updated as and when required. Observations, discussions and records looked at confirmed that service users actively participated in life in and around the home and that they were supported to make choices and decisions about their own lives. It was noted that service users choose to assist with various daily household tasks such as preparing vegetables and ironing. All the service users’ records and personal information was seen to be stored securely, thereby ensuring confidentiality is maintained. Phoenix House DS0000027534.V352828.R01.S.doc Version 5.2 Page 12 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): 11, 12, 13, 14, 15, 16 & 17 Quality in this outcome area is excellent. Service users have opportunities for personal development, are part of the local community and engage in appropriate leisure activities. Service users are supported to have appropriate personal relationships. Service users are offered a healthy diet and enjoy their meals and mealtimes. This judgement has been made using available evidence including a visit to this service. Phoenix House DS0000027534.V352828.R01.S.doc Version 5.2 Page 13 EVIDENCE: Information provided in the AQAA confirmed that service users are supported to reach their full potential with regard to going to work or undertaking learning/training opportunities and that they are assisted with practical communication skills when required, such as letter writing and telephone calls. Service users were seen to be very well supported, in respect of maintaining contact and relationships with friends and family and evidence was seen in care plans and through discussions that friends and family are always made welcome and can visit people in private if they so wish. The proprietors and service users were noted to be very actively involved in the local community and the various community activities that take place, although people continue to have the choice of whether they wish to take part or not. It was noted in the AQAA that the use of community activities has been improved by the service having employed a support worker who has some of the same interests as the service users and has contacts in the local area. Some of the activities noted, in respect of the above, included assisting with household tasks, using public transport, attending day/training centres, craftwork, drama group, working at a bakery and helping with village fetes/community events. Until recently, holidays have generally been organised as a group occasion but, after discussions and feedback from the service users, it has been decided that holidays will now be arranged for two separate groups of people, in order to further improve each individual’s enjoyment. Daily menus are recorded for reference although, as a small family style home, there is no set menu. It was noted that people have choices and alternatives if they want. Discussions with the Expert by Experience highlighted that service users do not currently do the main food shopping, although it was understood that this is an option if people wish to do so. Comments and feedback confirmed that the service users enjoy their meals and mealtimes and there was a good supply of fresh fruit available for people to help themselves as they want. Phoenix House DS0000027534.V352828.R01.S.doc Version 5.2 Page 14 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): 18, 19, 20 & 21 Quality in this outcome area is excellent. Service users receive personal support in the way they prefer and their physical and emotional healthcare needs are met. Service users are protected by the home’s policies and procedures for dealing with medication. Service users are treated with dignity and respect with regard to ageing, illness and death. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The care plans looked at gave clear explanations with regard to how people wanted and needed to be supported with their personal care and there was evidence of an enabling approach, rather than ‘doing-things-for people’. Evidence was also seen, in the care plans, of involvement and support from external professionals such as GP, community nurse, psychiatrist, chiropodist, dentist and optician. Phoenix House DS0000027534.V352828.R01.S.doc Version 5.2 Page 15 The service users are encouraged and supported to self-medicate where possible, but they are also protected by the home’s policies and procedures for dealing with medication and staff are trained appropriately in this area. In compliance with a previous requirement, medication is now stored in a locked cabinet. Observations and discussions confirmed that service users are treated with dignity and respect with regard to ageing and illness. Records, notes and feedback following the illness and death of a service user last year, showed how the proprietors supported them in a very caring and dignified manner and which, on this occasion, included making the funeral arrangements. Phoenix House DS0000027534.V352828.R01.S.doc Version 5.2 Page 16 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): 22 & 23 Quality in this outcome area is good. Service users feel their views are listened to and acted on and they are protected from abuse, neglect and self-harm as far as is possible. This judgement has been made using available evidence including a visit to this service. EVIDENCE: There have been no complaints since the last inspection. Phoenix House has a very good complaints procedure, copies of which have been given to service users, and evidence was noted which showed how the proprietors regularly invite feedback from service users, relatives and external services by way of questionnaires and discussions. House/family meetings, which were noted to be held on a regular basis, also give all the service users the opportunity to have their say and raise concerns or discuss issues in a group setting. Detailed risk assessments were seen, along with evidence of training undertaken by Mrs Bailey in adult protection, which helps to ensure that service users are protected from abuse, neglect and self-harm. Service users’ money is stored safely and all recordings and receipts are in place. In compliance with a previous recommendation, each service user’s expenditure is numbered and can be easily cross-referenced with the relevant receipt. Phoenix House DS0000027534.V352828.R01.S.doc Version 5.2 Page 17 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): 24, 25 & 30 Quality in this outcome area is good. Service users live in homely, comfortable and safe environment, which is clean and hygienic. This judgement has been made using available evidence including a visit to this service. EVIDENCE: A tour of the premises showed Phoenix House to be clean, hygienic and very pleasantly decorated throughout. It also had a very comfortable and homely atmosphere. Two people were happy to show me their rooms, which they said they were very happy with and they appeared very comfortable and personal. Each person has their own television and music equipment, together with various other personal items such as jigsaws/games, photographs and certificates for various educational, work or social achievements. Phoenix House DS0000027534.V352828.R01.S.doc Version 5.2 Page 18 The kitchen has recently been totally refurbished and provides a very pleasant and spacious communal/dining area and a drinks dispenser has been installed, which makes it easier and safer for making both hot and cold drinks. Phoenix House DS0000027534.V352828.R01.S.doc Version 5.2 Page 19 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): 32, 34 & 35 Quality in this outcome area is good. The recruitment process is now robust and a training programme is being developed for all staff which helps service users get the support they need. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Phoenix House is a small, family style home and Mr & Mrs Bailey are mostly responsible for, and carry out, the day to day running of the service and support of the service users. However, Mr & Mrs Bailey’s daughter carries out some support work in addition to a part time staff member and their staff files were looked at and found to be in compliance with a previous requirement. The contents of these files included an application form, job description, staff supervision form, staff quality assurance questionnaire, references, clear enhanced CRB (Criminal Records Bureau) disclosures and ‘continuous professional development’ monitoring form. Phoenix House DS0000027534.V352828.R01.S.doc Version 5.2 Page 20 Mrs Bailey confirmed that they are currently exploring possibilities for accessing external professionals to carry out staff supervision and appraisals. Mrs Bailey completed her Registered Manager’s Award in 2006 and is very proactive in respect of keeping herself up to date with relevant training in areas such as health & safety and adult protection. Phoenix House DS0000027534.V352828.R01.S.doc Version 5.2 Page 21 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): 37, 39 & 42 Quality in this outcome area is excellent. Phoenix House is a well run home and the service users views underpin the self-monitoring, review and development of the home. The health, safety and welfare of service users are promoted and protected. This judgement has been made using available evidence including a visit to this service. Phoenix House DS0000027534.V352828.R01.S.doc Version 5.2 Page 22 EVIDENCE: Mr & Mrs Bailey are very positive and supportive of all the service users and it was evident through observation and discussion that they have a genuine empowering and enabling approach with everyone. A comprehensive and effective quality assurance process has been developed, in compliance with a previous requirement, which includes questionnaires for service users as well as external contacts. One of the comments made by an external contact was: “I would be happy to recommend this home to anyone. Far better than most I have dealt with in the last 15 years.” In respect of health and safety issues, a fire risk assessment was completed this year and a fire safety audit of the premises was carried out, with a satisfactory outcome, by a fire officer from Norfolk County Council. In compliance with a previous requirement, Phoenix House is now a smoke free area, with the exception of the small office on occasions. A visit was made by the Environmental Health Officer recently, which also had a satisfactory outcome, with no issues or faults noted. Mrs Bailey has attended a food and fitness workshop and the home now uses the ‘Safe Food, Better Business’ system, which appears to be working very well and also received positive feedback from the Environmental Health Officer. Overall, the atmosphere observed during the inspection was cheerful and relaxed and observations confirmed that the service users were very much living in their own home, with their best interests, health and happiness being absolute priority. Phoenix House DS0000027534.V352828.R01.S.doc Version 5.2 Page 23 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 3 2 3 3 3 4 3 5 3 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 3 25 3 26 X 27 X 28 X 29 X 30 3 STAFFING Standard No Score 31 X 32 3 33 X 34 3 35 3 36 X CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 3 3 3 3 LIFESTYLES Standard No Score 11 4 12 4 13 4 14 4 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 4 3 3 4 4 X 3 X X 4 X Phoenix House DS0000027534.V352828.R01.S.doc Version 5.2 Page 24 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. 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. Refer to Standard Good Practice Recommendations Phoenix House DS0000027534.V352828.R01.S.doc Version 5.2 Page 25 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. 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