Inspection on 13/11/08 for Poplars

This inspection was carried out on 13th November 2008.

CSCI found this care home to be providing an Excellent 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

Poplars 30/11/06

Poplars 05/01/06

Poplars 30/08/05

Poplars 01/12/04

Poplars 07/09/04

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Extracts from inspection reports are licensed from CQC, this page was updated on 30/01/2009.

Inspecting for better lives Key inspection report Care homes for adults (18-65 years) Name: Address: Poplars 87 Povey Cross Road Hookwood Surrey RH6 0AG     The quality rating for this care home is:   three star excellent service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Marion Weller     Date: 1 3 1 1 2 0 0 8 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. the things that people have said are important to them: They reflect This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Adults (18-65 years) can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The 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 Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Adults (18-65 years) Page 2 of 31 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2008) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.csci.org.uk Internet address Care Homes for Adults (18-65 years) Page 3 of 31 Information about the care home Name of care home: Address: Poplars 87 Povey Cross Road Hookwood Surrey RH6 0AG 01293825154 Telephone number: Fax number: Email address: Provider web address: jane.turtle@lycos.com Name of registered provider(s): Name of registered manager (if applicable) Jane Turtle Type of registration: Number of places registered: Gresham Care care home 6 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 learning disability Additional conditions: The maximum number of service users who can be accommodated is: 6 The registered person may provide the following category of service only: Care home only - PC to service users of the following gender: Either whose primary care needs on admission to the home are within the following category: Learning disability - LD Date of last inspection Brief description of the care home Poplars is a care home registered to provide support and accommodation for up to six service users with a learning disability. The premises are located in Horley, Surrey. The home is close to Horley town centre and all public amenities. Service user accommodation is arranged over two floors. Bedrooms on the second floor are accessed by a flight of stairs. The home comprises of an office, two communal lounges, a kitchen/dining area, a utility room, two bathrooms, toilets and six single occupancy bedrooms. Three of the bedrooms have en-suite facilities. The home has a large garden which is well maintained, secure and accessible. Private parking is available to the front of the premises. The fees charged by the home range from 1,500 pounds to Care Homes for Adults (18-65 years) Page 4 of 31 Over 65 0 6 Brief description of the care home 2,200 pounds per week. Please contact the manager directly for further fee information. Fees are charged according to assessed indivdual need. Care Homes for Adults (18-65 years) Page 5 of 31 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: three star excellent service Choice of home Individual needs and choices Lifestyle Personal and healthcare support Concerns, complaints and protection Environment Staffing Conduct and management of the home peterchart Poor Adequate Good Excellent How we did our inspection: The last key unannounced inspection of this service was completed on 30th November 2006. In addition, an annual service review was undertaken on 1st May 2008. Marion Weller, Regulatory Inspector who was in Poplars on 13th November 2008 from 10:15 am until 3pm, conducted this key unannounced inspection. During the visit the inspector spoke with some of the people who live at the home, some members of staff, the homes general manager, the placements officer, the registered manager and the deputy manager. Parts of the home were toured and some records and documents were also inspected. The inspection report takes into account all the information obtained about the service since the previous site visit. This includes formal notifications, phone calls and letters Care Homes for Adults (18-65 years) Page 6 of 31 received and any complaints or allegations notified to the CSCI. The manager was asked to complete the homes Annual Quality Assurance Assessment (AQAA) prior to the inspection. This document was returned within the timescale given and provided comprehensive and relevant information that gave a clear picture of what was happening in the service, and their plans for further development. Survey respondents were very satisfied with the care provided. Survey forms included the comments: From a health professional: ....I have been made to feel welcome on every visit to Poplars, and by all members of the team. My interventions and suggestions have all been implemented. ...The service is constantly trying to improve its end product. ...The service is very good at integrating service users into the community and has a good relationship with Central Sussex College, lots of clients doing voluntary work and work experience. A survey respondent asked to comment on how the service could improve said, ...Maintaining a core staff team is essential to service users. Another respondent said, ...the manager is under pressure due to current staffing issues. One social work professional said particular clients would benefit from greater emphasis being given to enabling their move toward independent living, although they were aware of the anxiety this type of change may cause. Other statements made by survey respondents are included throughout the text of the report. No complaints have been made to the CSCI about this home since our last inspection, neither have we been involved in any safeguarding alerts in connection with Poplars. The registered manager and the staff gave their full cooperation throughout the inspection. What the care home does well: What has improved since the last inspection? What they could do better: Most of the radiators in the home have been covered. The one that has not, has been risk assessed. It was recommended that the risk assessment be revisited to ensure that the physical environment continues to be safe for the people accommodated. There is some scope for improvement to the homes current medication storage Care Homes for Adults (18-65 years) Page 8 of 31 facilities, to ensure that any potential for placing service users at risk is eliminated. If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.csci.org.uk. You can get printed copies from enquiries@csci.gsi.gov.uk or by telephoning our order line –0870 240 7535. Care Homes for Adults (18-65 years) Page 9 of 31 Details of our 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) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Adults (18-65 years) Page 10 of 31 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them, what they hope for and want to achieve, and the support they need. People can decide whether the care home can meet their support and accommodation needs. This is because they, and people close to them, can visit the home and get full, clear, accurate and up to date information. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between the person and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Prospective service users and their representatives would have all the information they need to make an informed decision about whether the service is right for them. They also benefit from having their individual needs, choices and aspirations assessed prior to them making a firm decision to move in. Evidence: The homes statement of purpose and service users guide is available in formats that are suitable for the people for whom the home is intended. Current residents use various forms of communication from vocal speech through to makaton. Support staff are trained to use makaton and widget symbols to support better communication in the home with residents. Information documents include the range of fees charged. The manager clearly understood the importance of people having sufficient up to date information when choosing a home and for those living there, or their representatives who may retain information for later reference. Survey respondents felt that they had received sufficient information about the home to meet their needs. Care Homes for Adults (18-65 years) Page 11 of 31 Evidence: There have been no new admissions to the home since the previous site visit and there are currently no vacancies. The organisations admission / placement procedures are designed to ensure that potential service users are thoroughly needs assessed before a decision to move in is reached. The manager understood the pre admission procedures and verbally explained the process she would follow. The assessment was said to involve the individual and their family or representative. Where the assessment had been undertaken through care management arrangements, the service would insist on receiving a summary of the assessment and a copy of the care plan. The manager stated that a prospective service user would also be encouraged and supported to visit and spend time in the home, meet the staff, other service users and see their intended room. They would be invited to have a meal and ask any questions they may have about life at Poplars. This process would ensure that staff were confident in their assessment that they could meet the individuals needs and aspirations and compatibility would have been firmly established with the people already living there. Care Homes for Adults (18-65 years) Page 12 of 31 Individual needs and choices These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s needs and goals are met. The home has a plan of care that the person, or someone close to them, has been involved in making. People are able to make decisions about their life, including their finances, with support if they need it. This is because the staff promote their rights and choices. People are supported to take risks to enable them to stay independent. This is because the staff have appropriate information on which to base decisions. People are asked about, and are involved in, all aspects of life in the home. This is because the manager and staff offer them opportunities to participate in the day to day running of the home and enable them to influence key decisions. People are confident that the home handles information about them appropriately. This is because the home has clear policies and procedures that staff follow. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Individuals are involved in decisions made about their lives, and play an active role in planning the care and support they receive. Evidence: The principal of the home is that people using the service are in control of their lives and staff are committed in supporting the individuals living there to lead purposeful and fulfilling lives as independently as possible. Care plans and person centred plans for people living in the home are based on a full and holistic assessment. Care Plans are reviewed regularly. Key workers actively provide one to one support and engage and encourage individuals to be fully involved with the development of their care plan and the ongoing review process. The service user is encouraged to complete a My Review Thoughts booklet in preparation for their review. Key workers write the review notes and keep the care plan up to date, making sure that other staff know the persons current needs and wishes. The manager stated Care Homes for Adults (18-65 years) Page 13 of 31 Evidence: that the home has also introduced a read and sign folder so that everyday communication has improved, which further benefits people who live in the home. Care Plans include reference to peoples diverse needs and cover such areas as gender, age, sexual orientation, race, religion and beliefs. The homes AQAA explains that the service has recently worked with one client in regards to sexuality awareness. In addition it was organised they attend a workshop around sexuality. The home works through a sex and sexuality book with all their clients and staff attend specialist courses to develop their understanding of Autism and sexuality. All residents are given the opportunity to attend church, until recently they have chosen not to. However, one service user has recently requested to go to church and staff are actively looking for a local place of worship that will be appropriate for them. Care Plans were seen to focus on the individuals strengths and personal preferences and set out in detail the action to be taken by staff with regards to their personal care, health needs and social support. Information about service users health is included in their individual Health Action Plan. The manager records in the homes AQAA.... Care plans are developed with the inclusion of the individual, families, advocates, other professionals and support staff to ensure they meet all aspects of the individuals personal and social needs. They are updated regularly to take into consideration any changes. Key workers read through care plans with individuals when necessary and explain any changes, so clients can understand and own their plan. Risk assessments are in place and are being updated 6 monthly to promote peoples lifestyle choices and to promote safety. Training is given to individual service users to limit risks, but also to enable them to follow the decisions they have made. Any limitations on freedom, choice or facilities are always in the persons best interests and the individual understands and agrees the limitations. Decisions made are documented and revisited during regular reviews. The service has regular meetings with the people living there to promote decision making in the home and so that staff can inform them of forthcoming events. Notes of meetings are provided in suitable formats to suit individual capacity and placed on the residents notice board. During the site visit service users were seen to be encouraged and supported to express their choices and to make decisions. People living at Poplars are supported to manage their own finances, if they are able to do so. Care Homes for Adults (18-65 years) Page 14 of 31 Lifestyle These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They can take part in activities that are appropriate to their age and culture and are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives and the home supports them to have appropriate personal, family and sexual relationships. People are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. Their dignity and rights are respected in their daily life. People have healthy, well-presented meals and snacks, at a time and place to suit them. People have opportunities to develop their social, emotional, communication and independent living skills. This is because the staff support their personal development. People choose and participate in suitable leisure activities. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who live at Poplars are able to make choices about their lifestyle and they are supported to develop their life skills. Social, educational, cultural and recreational activities meet clients expectations and wishes. People benefit further from a well balanced and nutritious diet that meets their individual needs. Evidence: The home promotes service users rights to live an ordinary and meaningful life, which is appropriate to their peer group, in both the home and the community. Clients at Poplars enjoy a full and stimulating individual daily timetable, which suits their needs and abilities. Appropriate work placements are found through discussion with the individual service users, local colleges and with the involvement of the Care Homes for Adults (18-65 years) Page 15 of 31 Evidence: provider organisations placement officer. Residents at Poplars were seen to have varied placements arranged, which included work at local charity shops, a farm and at a major supermarket chain. Poplars clients are supported at placements by staff, if that is needed. One client independently uses public transport, accesses facilities in the local community such as the hairdresser and receives ongoing support with travel training and personal safety. In addition they receive training in personal laundry, shopping and cooking simple meals and manage their own personal finances with staff support. The individual is now in paid employment working toward a move into independent supported living. One survey respondent said,......the home is good at providing people with work experience opportunities. Another respondent said, ....clients are given a good and secure home from which to build their independence and they are well supported in all their chosen activities and placements, so success is the only outcome. The home provides transport so clients can access the local community. Clients also have a bus pass each and they regularly use public transport. Timetables evidence a wide range of leisure activities that have been chosen by individuals. For example, trampolining, leisure centre activities, cinema, theatre visits and pub meals. Two service users regularly attend a theatre group and during the past two years have performed in various shows put on by local theatres. Service users are also given an opportunity to attend a weekly disco. A survey respondent said,......this service is excellent at integrating service users into the community and carefully consider individuals varied interests and wishes when they plan. The provider company organises a holiday break project for clients who choose to have educational day trips out throughout college breaks. Risk assessments were seen to be in place pre visit. The manager said this project has proved popular and successful, with a range of new venues visited this year. Close links are maintained with the clients relatives and friends. Visits from relatives are encouraged, as are opportunities for them to visit friends and relatives at their home. Service users are also encouraged to invite friends to the house if they wish. Records evidenced that clients join in with the day to day running of the home and individuals take their turn to maintain a clean and tidy environment. Three clients hold keys to their rooms to promote independence and privacy. Bedrooms seen on this site visit were highly personalised by the occupants, very comfortable and clearly illustrated the individuals interests and hobbies. Where appropriate clients at Poplars receive training in manual handling, fire safety Care Homes for Adults (18-65 years) Page 16 of 31 Evidence: and food hygiene. The home offers a varied menu, which clients help to choose. The menu seen during the site visit was varied and well balanced. The home has sought dietary advice from a dietician. Clients are encouraged to help prepare and to cook meals. Meals are generally taken with staff and are considered to be a social event, meals can also be taken alone if a client wishes. The home is able to meet the specialist dietary needs of two clients, recipes are adjusted to take into account their specific health needs and diabetic training is provided to all staff. Care Homes for Adults (18-65 years) Page 17 of 31 Personal and healthcare support These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People receive personal support from staff in the way they prefer and want. Their physical and emotional health needs are met because the home has procedures in place that staff follow. If people take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it in a safe way. If people are approaching the end of their life, the care home will respect their choices and help them to feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The health and personal care that people receive is based on their individual needs and preferences and the principles of respect, dignity and privacy are put into practice. There have been significant improvements to medication administration practices in line with statutory requirements and recommendations to safeguard service users health and welfare. Evidence: The people living in Poplars receive personal and healthcare support using a person centred approach. Staff are highly aware of the preferences of service users and daily activities such as meal times, getting up and going to bed are flexible and organised around individual service users wishes. Individual plans of care clearly record peoples personal and healthcare needs and detail how these will be delivered. The manager records in the homes AQAA....where it is needed clients are supported with personal care in a sensitive and dignified manner, by the person of their choice. Their privacy is always respected. Care Homes for Adults (18-65 years) Page 18 of 31 Evidence: The healthcare needs of each client are recorded in their healthcare action plan. Clients access the local GP surgery with support from staff. The home works closely with specialist healthcare teams such as the diabetic nurse service, community nurse team, behavioural team, Psychiatrist, epilepsy nurse and continence advisors. Clients attend well person clinics annually and are offered flu jabs. Dental checks are organised six monthly and an Optician visits the home for those clients who prefer not to access the optician in the town. Referrals for specialist treatment are made promptly. Healthcare representatives in their survey returns spoke highly of the service, with one respondent recording, ...I feel Poplars try very hard to maintain person centred care. They are excellent at proactive care and good at communicating with health professionals. They are enthusiastic to attempt new interventions and to resolve problems, seeing them as a challenge and not a difficulty.... The home has a policy on medication, which staff adheres to. The manger records in the homes AQAA.....All staff receives training on medication administration and new staff are not allowed to administer medication until they have completed an accredited training course from Lloyds pharmacy group, who are the providers preferred trainers. The home has regular visits from an internal medication officer who audits medication procedures and medication records in all of the provider organisations homes, which has improved our practice. There have been improvements in medication administration in the home in line with statutory requirements and good practice recommendations awarded at the last inspection. There was clear evidence that shortfalls have now been resolved and consequently the requirements will be removed from this report. Some good practice issues around possible improvements to medication storage and security were discussed on this visit. The manager stated her clear intention to address these issues immediately to ensure that there is no potential to place service users at risk. Care Homes for Adults (18-65 years) Page 19 of 31 Concerns, complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them, know how to complain. Their concern is looked into and action taken to put things right. The care home safeguards people from abuse, neglect and self-harm and takes action to follow up any allegations. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Systems are in place that ensure people who live in the home and those that visit can make their views and concerns known. Service users are further protected by staff who receive regular safeguarding training and by a provider who ensures that a robust recruitment system is in place. Evidence: Systems are in place that ensures people who live in the home and those that visit can make their views and concerns known. The home has a complaints policy and procedure. The manager maintains a file where she records any concerns or complaints received. A copy of the complaints procedure is included in the service users guide. The complaints procedure is also available in widget format (a method of communication using pictures and symbols) to ensure that all people who live in Poplars have easy access. A survey respondent said..... I have had no need to raise any concerns but I am confident that if I did, the problem would be sorted out quickly and professionally.... There have not been any formal complaints received by the home in the last 12 months. Our records show that the Commission has not received any complaints about this home in that time. There are sound procedures for responding to suspicion or evidence of abuse or Care Homes for Adults (18-65 years) Page 20 of 31 Evidence: neglect to ensure the safety and protection of service users. The staff induction and NVQ training have elements of adult protection and there has been POVA training for staff in line with a requirement issued at the last inspection. The requirement will be removed from this report. Adult safeguarding training is now on a rolling programme and senior support staff and managers attend multi agency training. Those spoken with have a sound understanding of adult abuse and protection procedures. The manager stated any allegation of abuse would be referred to the concerned agencies without delay. There have not been any safeguarding alerts raised in the last twelve months. Staff are all POVA and CRB checked. Staff files inspected met with the demands of regulation and evidenced robust recruitment procedures exist. Care Homes for Adults (18-65 years) Page 21 of 31 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, comfortable, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. People have enough privacy when using toilets and bathrooms. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Poplars provides a physical environment that is appropriate to the needs of the people who live there and is a homely, clean and comfortable place to live. Evidence: Poplars is a detached house, which is situated close to the town centre and local superstore. The home has a large garden, which the manager states is easily accessible from the house and is well used by clients in the summer months. The garden is well maintained and attractive with a full size adult trampoline for peoples enjoyment. The home is commendably clean and free from offensive odours and provides a physical environment that is appropriate to the specific needs of the people who live there. A resident invited the inspector to see their bedroom. This was bright and airy, warm and comfortable. The design of the house allows for a variety of shapes and sizes of rooms. Clients bedrooms are arranged over two floors with those on the second floor of the home being accessed via stairs. Clients bedrooms are very well personalised and have space to display personal possessions, store clothing, sit and relax and have a comfortable bed. Three of the bedrooms are en-suite and in addition, the house has two communal bathrooms. Care Homes for Adults (18-65 years) Page 22 of 31 Evidence: There are comfortable and homely communal areas provided and clients are involved in the choice of decoration throughout the house. The manager records in the homes AQAA that there is an ongoing maintenance programme and redecoration takes place as required. Since the last inspection the lounges and kitchen areas have been redecorated and the lounge curtains replaced. The upstairs bathroom has been retiled and the shower replaced in the communal bathroom downstairs. A new television has been purchased for the lounge and two clients have had their beds replaced. A major project during the last 12 months was to replace the homes aged office roof and redesign the room. Residents are protected from the risks of burns or scalds and most of the radiators in the home have been covered. The one that has not, has been risk assessed. It was recommended that the risk assessment be revisited to ensure that the physical environment remains safe for the people accommodated. There are thermostatically controlled hot water outlets. There is a designated laundry that is suitably equipped, with systems in place to reduce the risks of cross infection. The home has a policy on infection control and has a contract in place for the disposal of clinical waste. Staff all receives training in infection control. Care Homes for Adults (18-65 years) Page 23 of 31 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent, qualified staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable. People’s needs are met and they are supported because staff get the right training, supervision and support they need from their managers. People are supported by an effective staff team who understand and do what is expected of them. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Clients are cared for by a competent and well motivated staff team whom they like. Evidence: Survey forms included the comments: ...Staff are supported to access training and good practice workshops. ...I have always observed good practice from staff at Poplars. ...The staff at Poplars are very efficient, professional and always act in the clients best interests. ...Sometimes, overstretched due to staffing issues. ...English as a second language for some staff can be a problem, but they try to ensure good communication. ...Staff respect the clients and pay attention to their privacy and dignity. The home is staffed by a registered manager, a deputy manager and support staff. Staff spoken with felt there were enough staff rostered to meet the needs of residents and the home offers clients 1:1 support whenever it is required. Additional staffing arrangements are currently in place to meet the specific needs of a client who requires care and support during the night hours. Normally the home does not offer waking night staff, as most clients they accommodate do not require that kind of support. The manager records in her AQAA....we provide a service that is based on client individual Care Homes for Adults (18-65 years) Page 24 of 31 Evidence: need and we aim to promote independence. The manager stated that there have been some staff vacancies that had temporarily put pressure on the service recently. She is however currently recruiting to vacant posts. On the day of the site visit, one vacancy remained. The home has access to bank staff that can offer roster cover. One staff survey respondent said .....there is always cover available were we to find we are short staffed. It was observed that clients in the home clearly liked the staff that were supporting them and found them very approachable. Throughout the site visit there was evidence of good relationships between staff and clients. Staff mentioned how much they liked working in the home and this was reflected in the way care and support was given. Staff obviously knows the client group well and how best to meet their needs. There is an active key-worker system in place. People applying to work at the home have to complete an application form, provide two references and have a POVA and Criminal Records Bureau (CRB) check and attend an interview. The files of the most recently recruited staff show that appropriate checks are made prior to them commencing duties. One staff survey contained the comment ....when I stated at Poplars, both CRB and POVA checks were carried out and both of my referees were contacted and my previous employer. A requirement issued in the last report to ensure that staff application forms be revised to include at least a ten-year employment history, this has been actioned by the home and will be removed from this report. All new staff follows a fortnights recorded induction process and also receive their mandatory training within that time. Poplars is proactive in ensuring staff obtain NVQ qualifications. And complete LAQ. A number of staff already holds NVQ qualifications with others are undertaking NVQs in care on a planned programme. The requirement to produce an action plan in relation to more staff accessing NVQ qualifications detailed in the last report has been met, and will be removed from this report. Staff feels that induction and training offered by the home is good. The manager stated that she does try to arrange additional support for staff whose first language is not English. The Company employs a training manager who provides mandatory training and updates on a regular basis to staff. One staff survey respondent said ....This is the first time I have worked in care, I settled in quickly thanks to the induction, training and all the support I received. Training offered includes core training, mandatory training, client specific and personal Care Homes for Adults (18-65 years) Page 25 of 31 Evidence: development with some training carried out in house and others accessed from external sources. A training matrix is used to give a management overview of staff training needs. Care Homes for Adults (18-65 years) Page 26 of 31 Conduct and management of the home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is run and managed appropriately. People’s opinions are central to how the home develops and reviews their practice, as the home has appropriate ways of making sure they continue to get things right. The environment is safe for people and staff because health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately, with an open approach that makes them feel valued and respected. They are safeguarded because the home follows clear financial and accounting procedures, keeps records appropriately and makes sure staff understand the way things should be done. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People living at Poplars benefit from an experienced and competent manager who is able to discharge her responsibilities fully and provides an excellent role model. Clients benefit further from policies, procedures and systems of work which support their best interests and promote their welfare and safety. Evidence: The registered manager is qualified, competent and experienced to run the home and met its stated purpose, aims and objectives. Throughout the inspection, the manager clearly had the clients welfare at heart and demonstrated openness and commendable honesty and was seen to communicate a clear sense of leadership and direction to her staff. The manager undertakes periodic development training to maintain and update her knowledge, skills and competence while managing the home. She has recently completed a diploma through the University of Kent, in Positive Behaviour Support. The qualification was awarded to her with Merit. In September 2008 she commenced a Care Homes for Adults (18-65 years) Page 27 of 31 Evidence: graduate Diploma in Applied Behaviour Analysis at Kent University. Her studies are commendably funded by the provider organisation. The manager is aware of her role in the home and the responsibilities it carries, she is able to discharge these appropriately. Survey respondents spoke very highly of the manager. A professional survey respondent said....I feel the home manager is superb within her role of motivating and coordinating the team. The home has a policy on quality assurance and uses questionnaires to obtain feedback from all stakeholders involved with the service. The manager understands the principles of equal opportunity and diversity and applies the concept to her practice with clients and staff. She evidenced a high level of commitment to ensuring the health, welfare and safety of the people living in the home. The provider organisation has recently implemented a quality development programme, which is intended to take place twice a year in each of the services they own. The object being to audit adherence to organisational polices, procedure and current legislation. On this site visit it was clearly evidenced that action had been progressed within timescale to address requirements issued in the last CSCI inspection report. Both the owner and the general manager visit the home on a regular basis to offer advice and support to staff. Regular formal Regulation 26 visits are undertaken and records of these and actions taken, where necessary, to secure the welfare of clients were evidenced. The homes record keeping is effective and efficient with regular reviews evidenced. Service user records were seen to be kept in a manner that preserved confidentiality and safeguarded their rights and best interests. The manager confirmed the home had regular meetings with staff and service users to enable their participation in the decision making and the smooth and safe running of the home. One survey respondent said.....The manager is always available for feedback and we have regular monthly supervision with the deputy manager as well. Records evidenced that staff had regular fire training and participated in fire drills at the required frequency. Fire exits were kept clear of obstructions and fire fighting equipment was regularly serviced and maintained. The manager evidenced in her AQAA return that all records of maintenance and safety checks were up to date. Care Homes for Adults (18-65 years) Page 28 of 31 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards No. Standard Regulation Requirement Timescale for action Care Homes for Adults (18-65 years) Page 29 of 31 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations Care Homes for Adults (18-65 years) Page 30 of 31 Helpline: 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 We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. 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