Inspection on 29/10/07 for Pinehurst Residential Home, Dawlish

This inspection was carried out on 29th October 2007.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Good. 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

Pinehurst Residential Home,... 11/07/06

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

CARE HOME MIXED CATEGORY MAJORITY ADULTS 18-65 Pinehurst Residential Home 1-2 Haldon Terrace Dawlish Devon EX7 9LN Lead Inspector Peter Wood Unannounced Inspection 29 and 30 October 2007 10:00 Pinehurst Residential Home DS0000067247.V348722.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 Pinehurst Residential Home DS0000067247.V348722.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 Older People and 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. Pinehurst Residential Home DS0000067247.V348722.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Pinehurst Residential Home Address 1-2 Haldon Terrace Dawlish Devon EX7 9LN 01626 863500 01626 863500 pinnhurst@tiscali.co.uk 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) Pinehurst Partners Limited Mr Anthony Squire Care Home 20 Category(ies) of Mental disorder, excluding learning disability or registration, with number dementia (20), Mental Disorder, excluding of places learning disability or dementia - over 65 years of age (20) Pinehurst Residential Home DS0000067247.V348722.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. 3. The home is registered for 20 service users in the category Mental Disorder MD. The home is registered for 20 service users in the category Mental Disorder over 65 years of age MD(E) Minimum age group 40 years. Date of last inspection 11th July 2006 Brief Description of the Service: Pinehurst is a care home providing personal care and accommodation for 20 adults aged between 40 to 65 years and above, with a mental health problem. Mr and Mrs Samiotis & Mr and Mrs Squire have run this care home since 1994, taking over the running from the parents of Mr Squire and Mrs Samiotis. Latterly the two couples have run the home through their limited company, Pinehurst Partners Limited. Pinehurst Partners Limited has also recently purchased Ralmar, the care home next door. Mr Antony Squire is the Registered Manager of Pinehurst and the Responsible Individual in respect of Ralmar, Mr James Samiotis is the Responsible Individual in respect of Pinehurst and the Registered Manager of Ralmar. The home is a large grade II listed building forming part of a terrace of houses in a private road, close to Dawlish town centre, with shops, public houses, a post office, a railway station and other amenities. There is easy access into the city of Exeter, by a regular bus and train service. The accommodation is on three floors with access via the main staircase to all floors. The ground floor consists of 4 single bedrooms, 2 lounges, and a third smaller, more private, lounge area. The first floor has 10 single bedrooms. There are 6 single bedrooms on the second floor. Bathrooms and toilets are located on all floors. At the front of the property there is a veranda with seating. There is also a very pleasant courtyard with potting shed, potted plants, and some seating. Fees range from £350 to £475 based on the care needs of the people who live in the home. Copies of inspection reports can be seen at the home and are available from the CSCI website. Pinehurst Residential Home DS0000067247.V348722.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This inspection was unannounced and undertaken over one and a half days in October 2007. Our focus during this inspection was to inspect all key standards and to seek the views of people who live at the home, staff, relatives and professional visitors to the home, including using survey forms. Nine people who live at the home returned a survey form “Have your say about Pinehurst”. Six staff returned the survey form for staff. One health professional returned a form and one person returned the form for relatives, carers and advocates. We spent considerable time with the registered manager and responsible individual examining documentation, particularly that relating to client assessment and care planning, staffing and health and safety. We joined a handover meeting and consulted staff on duty. We consulted all those who live at the home. We undertook a full tour of the public parts of the building, and also saw most bedrooms of people who live at the home. What the service does well: The registered manager writes in the Annual Quality Assurance Assessment: “We provide an experienced well trained and totally committed staff team to assist in the short/long term care of people with a variety of mental health problems. We try to make sure that the environment the clients live in is as homely and secure as possible. Promoting independence amongst clients with mental health problems is essential and we are committed to this.” This home aims to give their clients a good quality of life as close as possible to a normal home environment without too many restrictions. The familyowned home is run as a family as much as possible. This home sees itself very much as part of the community of local professionals working together to improve the lives of people with mental health problems. The home has a good reputation with the care management team, local psychiatric facilities and community mental health team whose staff know the sort of client Pinehurst can help best. Staff work closely with such health care professionals. The home has a well-trained and motivated staff team whom those who live at the home described as being very kind and caring. They described living at Pinehurst as “good” and “what I need at this time”. People who live at the home told us that they liked the food. We found this to be varied and well-balanced. People who live at the home told us that they feel safe at Pinehurst, aware that the home provides a home for life if the client wishes that, or support to move on to more independent living if that is a realistic opportunity. Pinehurst Residential Home DS0000067247.V348722.R01.S.doc Version 5.2 Page 6 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. Pinehurst Residential Home DS0000067247.V348722.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home Individual Needs and Choices Lifestyle Personal and Healthcare Support Concerns, Complaints and Protection Environment Staffing Conduct of Management of the Home Scoring of Outcomes Statutory Requirements Identified During the Inspection Adults 18 – 65 (Standards 1–5) (Standards 6-10) (Standards 11–17) (Standards 18-21) (Standards 22–23) (Standards 24–30) (Standards 31–36) (Standards 37-43) Older People (Standards 1–5) (Standards 7, 14, 33 & 37) (Standards 10, 12, 13 & 15) (Standards 8-11) (Standards 16-18 & 35) (Standards 19-26) (Standards 27-30 & 36) (Standards 31-34, 37 & 38) Pinehurst Residential Home DS0000067247.V348722.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 (Adults 18 – 65) and Standards 1 – 5 (Older People) are: 1. 2. 3. Prospective service users have the information they need to make an informed choice about where to live. (OP NMS 1) Prospective users’ individual aspirations and needs are assessed. No service user moves into the home without having been assured that these will be met. (OP NMS 3) Prospective service users’ know that the home that they choose will meet their needs and aspirations. Service Users and their representatives know that the home they enter will meet their needs. (OP NMS 4) Prospective service users’ have an opportunity to visit and “test drive” the home. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. (OP NMS 5) Each service user has an individual written contract or statement of terms and conditions with the home. Each service user has a written contract/statement of terms and conditions with the home. (OP NMS 2) 4. 5. The Commission considers Standard 2 (Adults 18-65) and Standards 3 and 6 (Older People) the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 1, 2 (3) Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service and takes into account the views and experiences of people using the service. People who may come to live in the home are given sufficient information to help them decide and are thoroughly assessed before admission to ensure that the home can meet their needs. EVIDENCE: The registered manager writes in the Annual Quality Assurance Assessment: “The quality assurance is guaranteed in Pinehurst by- good information being provided to all service users and staff as regular as possible, This is achieved by, 2 monthly residents meetings, 5 weekly staff meetings, regular managers Pinehurst Residential Home DS0000067247.V348722.R01.S.doc Version 5.2 Page 9 meetings, three daily handovers 8am night staff to day senior carer, 9am all day staff review all residents,5pm feed back and review all events of the day,6pm handover day staff to night staff review clients. Key worker system. Care plan assessments 6 monthly. All GP/psychiatrist appointments are attended by member of staff unless client wishes to go alone. The home produces a brochure, Statement of Purpose and Service User Guide which is given to prospective clients, their relatives and sponsors. These give sufficient information to help them decide if Pinehurst will meet their needs. “Me and my CPN decided that this was the best option to take regarding accommodation.” “I was given all the information needed to make a decision about where I wanted to live.” The home has a good reputation with the care management team, local psychiatric facilities and community mental health team whose staff know the sort of client Pinehurst can help best. Most referrals are from members of such specialist teams, sometimes using the Care Programme Approach and are therefore usually appropriate, made on the basis of professional assessment prior to admission. The home adds to these assessments to be as sure as possible that the home can meet the needs of people who live in the home. These initial assessments are regularly reviewed. Pinehurst Residential Home DS0000067247.V348722.R01.S.doc Version 5.2 Page 10 Individual Needs and Choices The intended outcomes for Standards 6-10 (Adults 18-65) and Standards 7, 14, 33 & 37 (Older People) are: 6. Service users know their assessed and changing needs and personal goals are reflected in their Individual Plan. The Service Users health, personal and social care needs are set out in an individual plan of care. (OP NMS 7) Service users make decisions about their lives with assistance as needed. Service Users are helped to exercise choice and control over their lives. (OP NMS 14) Service users are consulted on, and participate in, all aspects of life at the home. The home is run in the best interests of service users. (OP NMS 33) Service users are supported to take risks as part of an independent lifestyle. The service users health, personal and social care needs are set out in an individual plan of care. (OP NMS 7) Service users know that the information about them is handled appropriately and that their confidences are kept. Service Users rights and best interests are safeguarded by the home’s record keeping, policies and procedures. (OP NMS 37) 7. 8. 9. 10. The Commission considers Standards 6, 7 and 9 (Adults 18-65) and Standards 7, 14 and 33 (Older People) the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7, 8, 9 (7, 14, 33) Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service and takes into account the views and experiences of people who live in the home. People who live in the home are involved in their care plan and daily living choices, and are given appropriate support. EVIDENCE: The registered manager writes in the Annual Quality Assurance Assessment: “The residents at Pinehurst are consulted, and participate in all aspects of their care. They can get involved in daily living choices in the home as well as Pinehurst Residential Home DS0000067247.V348722.R01.S.doc Version 5.2 Page 11 being encouraged to participate in their own care plan. We promote an independent life style where possible through clients choices, these are risk assessed, recorded and monitored. All residents files containing there personal information are kept in the locked office. clients have access on request. All clients are encouraged to participate in a range of activities in and out of the home. People who live in the home confirmed the documentary evidence seen that they take full part in their assessments and care plans. They told us that they are consulted on all aspects of life in the home, informally and formally. During the inspection people who live in the home were observed to be consulted about activities and other choices. People who live in the home are also asked to complete a comprehensive (32 questions) annual satisfaction questionnaire so the owners can judge whether they remain satisfied with living at the home. They are encouraged to make “any comment [they] may feel will be of help in improving the services and facilities provided in the home”. Comments from people who live at the home include: “I always make my own decisions and also rely on advice from my carers.” “Can come and go when I want to.” “Can come and go when I like and do activities if I choose to.” “I like to go out every day as Dawlish has nice shops”. However, sometimes there may be some restriction: “I would like to socially interact more with my own peers at weekends, and not have a time restriction e.g. in by a certain hour.” Pinehurst Residential Home DS0000067247.V348722.R01.S.doc Version 5.2 Page 12 Lifestyle The intended outcomes for Standards 11 - 17 (Adults 18-65) and Standards 10, 12, 13 & 15 (Older People) are: 11. Service users have opportunities for personal development. 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. (OP NMS 12) Service users are able to take part in age, peer and culturally appropriate activities. 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. (OP NMS 12) Service users are part of the local community. Service users maintain contact with family/ friends/ representatives and the local community as they wish. (OP NMS 13) Service users engage in appropriate leisure activities. 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. (OP NMS 12) Service users have appropriate personal, family and sexual relationships and maintain contact with family/friends/representatives and the local community as they wish. (OP NMS 13) Service users’ rights are respected and responsibilities recognised in their daily lives. Service users feel they are treated with respect and their right to privacy is upheld. (OP NMS 10) Service users are offered a (wholesome appealing balanced) healthy diet and enjoy their meals and mealtimes. Service users receive a wholesome appeaing balanced diet in pleasing surroundings at times convenient to them. (OP NMS 15) 12. 13. 14. 15. 16. 17. The Commission considers Standards 12, 13, 15, 16 and 17 (Adults 1865) and Standards 10, 12, 13 and 15 (Older People) the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Pinehurst Residential Home DS0000067247.V348722.R01.S.doc Version 5.2 Page 13 12, 13, 14, 15, 16 (10, 12, 13, 15) Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service and takes into account the views and experiences of people using the service. People who live in the home have considerable opportunities to engage in a range of activities including leisure activities as part of the local community to assist their personal development. Meals are nutritious and varied. EVIDENCE: The registered manager writes in the Annual Quality Assurance Assessment: “We encourage clients to pursue any religious beliefs, we have several churches being used by different clients. All clients use local services as they are situated close to the town centre. We have a wide range of activities in the home and outside,recentley providing a day trip to the donkey sanctuary on September 28th the clients will have a short holiday to Nequay in Cornwall, this is funded by the home. All clients are encouraged to lead as fully an independent life as possible. Certain clients choose to take separate holidays away from the home, recently two clients went to France.” People who live in the home confirmed that they are encouraged and enabled to make use of the opportunities they have for personal development. Some enjoy taking part in activities that are arranged by the owners and staff, including the staff member who has increased into that of an activities organiser. The home has a notice board which displays a range of the activities available to people who live in the home. One or two people who live in the home are able to undertake sheltered work for therapeutic earnings if they wish. Others continue to take part in the activities they did before admission to the home. One or two lead an almost independent life during the day, returning home for meals. Some enjoy music or have other individual interests. However, it is proving hard to encourage some people who live in the home, some of whom are over retirement age, to take part in activities. Friendships and family contact is encouraged. The owners and staff demonstrated the respect they have towards the people who live in the home and encourage people who live there to show respect for the property and person of their fellow people who live in the home. “I was told Pinehurst had 20 clients and they don’t hassle me.” The menu indicates a balanced and nutritious diet. Although one resident commented: “The food can sometimes leave a little to be desired,” the meals observed and sampled in the pleasant dining room were well presented and tasty. Pinehurst Residential Home DS0000067247.V348722.R01.S.doc Version 5.2 Page 14 Personal and Healthcare Support The intended outcomes for Standards 18 – 21 (Adults 18-65) and Standards 8 – 11 (Older People) are: 18. 19. 20. Service users receive personal support in the way they prefer and require. Service users feel they are treated with respect and their right to privacy is upheld. (OP NMS 10) Service users’ physical and emotional health needs are met. Service users’ health care needs are fully met. (OP NMS 8) 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. Service users, where appropriate, are responsible for their own medication and are protected by the home’s policies and procedures for dealing with medicines. (OP NMS 9) The ageing, illness and death of a service user are handled with respect and as the individual would wish. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. (OP NMS 11) 21. The Commission considers Standards 18, 19 and 20 (Adults 18-65) and Standards 8, 9 and 10 (Older People) the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19, 20 (8, 9, 10) Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service and takes into account the views and experiences of people using the service. People who live in the home are well supported with their holistic health needs met. EVIDENCE: The registered manager writes in the Annual Quality Assurance Assessment: “The residents at Pinehurst are consulted, and participate in all aspects of their care. They can get involved in daily living choices in the home as well as being encouraged to participate in their own care plan. We promote an Pinehurst Residential Home DS0000067247.V348722.R01.S.doc Version 5.2 Page 15 independent life style where possible through clients choices, these are risk assessed, recorded and monitored. All residents files containing there personal information are kept in the locked office. clients have access on request. All clients are encouraged to participate in a range of activities in and out of the home. “ People who live in the home reported that they feel safe and well supported living at Pinehurst. “I always make my own decisions and also rely on advice from my carers.” They feel respected and are encouraged and enabled to have as much control over their lives as possible. “Staff always treat [us] with respect and consideration.” This includes varying degrees of control over their own medication as they wish, are sufficiently confident, and following an appropriate risk assessment. The owners and staff of Pinehurst see the home very much as part of the local circle of support for people with mental health problems, alongside (other) professionals such as GPs and particularly the team of various professionals in the community mental health team. People who live in the home reported that they received as much support as they wished and needed. “The carers are very good and helpful”. Records confirm that the physical, mental and emotional health needs of people who live in the home are assessed and attended to appropriately. “I am allowed to play my music and carers ensure I get all treatment I require i.e. hospital, doctors, dentist”. The home has appropriate policies and procedures in respect to the receipt, storage, administration and disposal of medication. The home has a proper medication trolley. Some time ago the home changed its monitored dosage system from the NOMAD weekly cassettes to the sessional blister pack cards. This system allows nearly all medications the home uses to be within the system, reducing the number of separate packs of medications that need to be separately wrapped. This in turn reduces the likelihood of error. A professional visitor described “ very good communication” with the home. “They promote and advocate for all the residents in all aspects of care.” One relative described the staff at the home as “ always helpful and willing to discuss any queries I may have.” The care and support is excellent.” The home and all its staff take great care to make sure they deal with the needs of their clients in a caring and considerate way and visitors are always welcome.” “I think it is an excellent home.” Pinehurst Residential Home DS0000067247.V348722.R01.S.doc Version 5.2 Page 16 Concerns, Complaints and Protection The intended outcomes for Standards 22-23 (Adults 18-65) and Standards 16-18 & 35 (Older People) are: 22. 23. Service users feel their views are listened to and acted on. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted on. (OP NMS 16) Service users’ are protected from abuse, neglect and self-harm. Service users legal rights are protected. (OP NMS 17) Also Service users are protected from abuse. (OP NMS 18) Also Service users financial interests are safeguarded. (OP NMS 35) The Commission considers Standards 22-23 (Adults 18-65) and Standards 16-18 and 35 (Older People) the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 22, 23 (16, 17, 18, 35) Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service and takes into account the views and experiences of people using the service. Complaints and suggestions from people who live at the home, relatives or other visitors to the home are treated seriously. They are all listened to and issues resolved promptly. EVIDENCE: The registered manager writes in the Annual Quality Assurance Assessment: “We feel that all clients at Pinehurst are confident enough to come and see a member of staff about any views or concerns they might have regarding any aspect of life at Pinehurst. All staff will encourage and listen to any problems a client might wish to express. All clients have access to a copy of the complaints procedure, All staff are currently trained up to date with POVA. Pinehurst has policies and procedures in place to protect clients and staff from abuse. People who live in the home reported that Pinehurst is their home and are confident through experience that their views are welcomed, encouraged, Pinehurst Residential Home DS0000067247.V348722.R01.S.doc Version 5.2 Page 17 listened to and acted on. “If not happy I either speak to my keyworker or either of the landlords.” To make a complaint “I would speak to the owners and if my complaint was not dealt with satisfactorily I would speak to an inspector.” The home has policies and procedures to minimise the likelihood of abuse of people who live in the home in all its forms. The owners and staff have received training in issues relating to abuse and the protection of vulnerable adults and put into practice the correct procedure when it was thought that an allegation of abuse was being made, which in the event turned out not to be the case. A copy of the complaints procedure is available to all service users and visitors to the home and detailed in the home’s Statement of Purpose and Service User Guide. People who live at the home can speak to “particularly my keyworker and the other carers help me with problems I experience.” “The staff always listen and act when there is a problem and sort it out satisfactorily.” Pinehurst Residential Home DS0000067247.V348722.R01.S.doc Version 5.2 Page 18 Environment The intended outcomes for Standards 24 – 30 (Adults 18-65) and Standards 19-26 (Older People) are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users live in a safe, well-maintained environment (OP NMS 19) Also Service users live in safe, comfortable surroundings. (OP NMS 25) Service users’ bedrooms suit their needs and lifestyles. Service users own rooms suit their needs. (OP NMS 23) Service users’ bedrooms promote their independence. Service users live in safe, comfortable bedrooms with their own possessions around them. (OP NMS 24) Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Service users have sufficient and suitable lavatories and washing facilities. (OP NMS 21) Shared spaces complement and supplement service users’ individual rooms. Service users have access to safe and comfortable indoor and outdoor communal facilities. (OP NMS 20) Service users have the specialist equipment they require to maximise their independence. Service users have the specialist equipment they require to maximise their independence. (OP NMS 22) The home is clean and hygienic. The home is clean, pleasant and hygienic. (OP NMS 26) The Commission considers Standards 24 and 30 (Adults 18-65) and Standards 19 and 26 (Older People) the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 24, 30 (19, 26) Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service and takes into account the views and experiences of people using the service. People who live in the home live in a pleasant, well-maintained environment that is comfortable and which provides sufficient facilities to meet their needs. EVIDENCE: Pinehurst Residential Home DS0000067247.V348722.R01.S.doc Version 5.2 Page 19 The registered manager writes in the Annual Quality Assurance Assessment: “Pinehurst is a family run business, although we have changed to a company the change is only in name. Our philosophy is, this is the clients home, a homely,safe,confortable, clean environment is essential. We are continuously monitoring and maintaining the up keep of the premises this is ongoing throughout the year. We have a long established client group who have been with us for many years.” The home is family-run as much as possible as a large family. Pinehurst is as homely as possible, comfortable and safe. All communal rooms were reasonably decorated and furnished. Now that it is possible to see across the lounge previously called the “smoking lounge”, as smoking there is not now allowed, the damage smoking has caused to the decoration is obvious. People who live at the home are now allowed to smoke in their own bedrooms as these are now designated as smoking areas, which the owner assured us in compliant with the recent anti-smoking legislation. On one of the days of inspection a professional decorator visited to assess what decoration was required. The home has a programme of planned refurbishment and further improvements to the building. Since the last inspection some of the corridors had been repainted and recarpeted. The home was clean and tidy during the inspection visits and people who live in the home said that the home is always clean. The cleaner is recognised as a full member of staff with important interactions with people who live in the home. She therefore undertook NVQ in care! People who live in the home commented: “Certain residents make the home dirty, but it is usually cleaned up quickly”. “I like living at Pinehurst better than my previous home as my room is kept tidy and my washing is always done.” Pinehurst Residential Home DS0000067247.V348722.R01.S.doc Version 5.2 Page 20 Staffing The intended outcomes for Standards 31 – 36 (Adults 18-65) and Standards 27 – 30 & 36 (Older People) are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported and protected by the home’s recruitment policy and practices. (OP NMS 29) Service users are supported by competent and qualified staff. Service users are in safe hands at all times. (OP NMS 28) Service users are supported by an effective staff team. Service users needs are met by the numbers and skill mix of staff. (OP NMS 27) Service users are supported and protected by the home’s recruitment policy and practices. Service users are supported and protected by the home’s recruitment policy and practices. (OP NMS 29) Service users’ individual and joint needs are met by appropriately trained staff. Staff are trained and competent to do their jobs. (OP NMS 30) Service users benefit from well supported and supervised staff. Staff are appropriately supervised. (OP NMS 36) The Commission considers Standards 32, 34 and 35 (Adults 18-65) and Standards 27, 28, 29 and 30 (Older People) the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 32, 34, 35, 36 (27, 28, 29, 30) Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service and takes into account the views and experiences of people using the service. Vulnerable people who live in the home are cared for by competent staff who are properly recruited to protect them. EVIDENCE: The registered manager writes in the Annual Quality Assurance Assessment: “Pinehurst retains the prestigious Investors In People Award, We first gained this award in 2005 The staff at Pinehurst are well trained and motivated in Pinehurst Residential Home DS0000067247.V348722.R01.S.doc Version 5.2 Page 21 providing the residents with a good standard of care. We have sufficient staff on at all times to cover the day to day needs of the clients. Most of our staff have been employed by us for 5 or more years. We currently employ the services of Peninsula Business Consultants to assist us in all employment law matters. The staff have regular 2 monthly supervision and 5 weekly staff meetings. Yearly appraisals are carried out in January. We all work as a team with one goal , to provide the clients with the best quality of life we can, we all try our best.” The home retains the prestigious “Investors in People” award, providing external evidence that people who live in the home are cared for by welltrained and motivated staff in sufficient numbers to meet the needs of those currently living in there. Staff training records including evidence of NVQ, First Aid, Food Hygiene and Fire Safety. Staff files include evidence of references being obtained (two written references in respect of those more recently appointed) as well as CRB (Criminal Records Bureau) and POVA (Protection of Vulnerable People) checks, terms and conditions, and job description. People who live in the home described the staff as very kind and caring and confirmed they responded promptly to requests for assistance. “Staff always treat [us] with respect and consideration.” “Particularly my keyworker and the other carers help me with problems I experience.” “I have my own keyworker who I can talk to, otherwise senior carers or managers.” “The staff always listen and act when there is a problem and sort it out satisfactorily.” Comments from staff reflected their confidence, care for the people who live in the home and loyalty to the home. Staff report that they work as a team and spend quality time with people who live in the home, though would like to spend more time with clients inside and outside of the house rather than paperwork or cleaning. Most staff report they receive supervision. Good supervision can greatly enhance staff’s professional work. “The home provides a good friendly home for both staff and clients to live and work in.” “It maintains a high standard of care in the home for clients and a good working environment for the staff too.” “Pinehurst is a good place to work. The clients are easy to get on with and the staff and management are good to work with.” “The home does well on caring and making sure all clients are tidy and happy every day.” “The home runs fine”. “The home feels like a big happy family”. “We do a lot of training inhouse and outside which is always relevant to the home and to keep up to date. We have a good training schedule”. “I have supervision on a regular basis with the owner in which I can put my point of view across, and also the owner can talk to me regarding my job.” “We always have support when needed, and if needed training will be given.” Pinehurst Residential Home DS0000067247.V348722.R01.S.doc Version 5.2 Page 22 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 (Adults 18-65) and Standards 31-34, 37 & 38 (Older People) are: 37. Service users benefit from a well run home. 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. (OP NMS 31) Service users benefit from the ethos, leadership and management approach of the home. Service users benefit from the ethos, leadership and management approach of the home. (OP NMS 32) Service users are confident their views underpin all self-monitoring, review and development by the home. The home is run in the best interests of service users. (OP NMS 33) 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 homes record keeping, policies and procedures. (OP NMS 37) Service users’ rights and best interests are safeguarded by the home’s record keeping policies and procedures. Service users rights and best interests are safeguarded by the homes record keeping policies and procedures. (OP NMS 37) The health, safety and welfare of service users are promoted and protected. The health, safety and welfare of service users and staff are promoted and protected. (OP NMS 38) Service users benefit from competent and accountable management of the service. Service users are safeguarded by the accounting and financial procedures of the home. (OP NMS 34) 38. 39. 40. 41. 42. 43. The Commission considers Standards 37, 39 and 42 (Adults 18-65) and Standards 31, 33, 35 and 38 (Older People) the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 37, 39, 42 (31, 33, 35, 38) Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service and takes into account the views and experiences of people using the service. Pinehurst is a good, well-managed, safe home run in the best interests of the people who live in there. Pinehurst Residential Home DS0000067247.V348722.R01.S.doc Version 5.2 Page 23 EVIDENCE: The registered manager writes in the Annual Quality Assurance Assessment: “Pinehurst is run and managed by the registered manager Tony Squire he has been running the home for the last 13 years with his business partner Jim Samiotis. We have a good rapport with all the staff and residents.Mr Squire has recently passed his Registered Managers Award with target training, awaiting certificate. All client files are updated daily or as required any client may have access to their personal files on request. Family may have access to files with the clients consent.Pennisula consultants help us with our employment law and health and safety on a daily basis if required. We have all policies, procedures, risk assessments, accident book, fire log, training records, health and safety literature to confirm that residents welfare is promoted and protected. Most of our clients and staff have been with us for many years at present we are fully occupied. Interviews with and survey returns from people who live in the home, relatives and professional visitors provide evidence of the good management of this home. Examination of documentation including the AQAA, care files, satisfaction questionnaire, policies, procedures, risk assessments, accident book, fire log, and health and safety literature confirm that the health, safety and welfare of people who live in the home are promoted and protected. The owner / manager has now completed the Registered Manager’s Award and has taken courses on supervision. People who live in the home report they are happy living here. They value their private and communal rooms, the management style of the owners, and the food. They know they can come and go as they wish, have confidence in the owners and staff, and most enjoy living with their fellow people who live in the home. All people who live in the home consulted expressed appreciation for being able to live here. “I enjoy living at Pinehurst”. “I was told Pinehurst had 20 clients and they don’t hassle me.” A relative summed up an assessment of the home: “I think it is an excellent home.” Pinehurst Residential Home DS0000067247.V348722.R01.S.doc Version 5.2 Page 24 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. Where there is no score against a standard it has not been looked at during this inspection. 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 X 4 X 5 X INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 3 ENVIRONMENT Standard No Score 24 3 25 X 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 3 CONDUCT AND MANAGEMENT Standard No Score 37 3 38 X 39 3 40 X 41 X 42 3 43 X 3 3 3 3 X LIFESTYLES Standard No Score 11 X 12 3 13 3 14 3 15 3 16 3 17 X PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Pinehurst Residential Home Score 3 3 3 X DS0000067247.V348722.R01.S.doc Version 5.2 Page 25 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 Pinehurst Residential Home DS0000067247.V348722.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Ashburton Office Unit D1 Linhay Business Park Ashburton TQ13 7UP 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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