Inspection on 21/10/06 for Primrose Bank

This inspection was carried out on 21st October 2006.

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

Primrose Bank 04/11/08

Primrose Bank 24/01/06

Primrose Bank 01/08/05

Similar services:

Chirnside House

Keer Sands Residential Home

Ruskin Lodge

Bushell House

Langrigg House

Parkside

Dystlegh Grange

Thornton Lodge

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

CARE HOMES FOR OLDER PEOPLE Primrose Bank 153 Breck Road Poulton Le Fylde Lancashire FY6 7HJ Lead Inspector Mrs Gwen Miller Unannounced Inspection 10:00 21 October 2006 st X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Primrose Bank DS0000063466.V312725.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. 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. Primrose Bank DS0000063466.V312725.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Primrose Bank Address 153 Breck Road Poulton Le Fylde Lancashire FY6 7HJ 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) 01253 884488 Primrose Bank Limited Mrs Jacqueline Ellen Moore Care Home 28 Category(ies) of Old age, not falling within any other category registration, with number (28) of places Primrose Bank DS0000063466.V312725.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The service should at all times employ a suitably qualified and experienced manager who is registered with the Commission for Social Care Inspection. 24th January 2006 Date of last inspection Brief Description of the Service: Primrose Bank is a residential home situated on Breck Road in Poulton-leFylde. It is situated in its own grounds with a garden area to the front and a small parking area at the rear. The village shops, facilities and the train station are in close proximity. The home accommodates 28 residents in single rooms, six of which have en-suite facilities. There is a stair lift to the rear of the home. All bedrooms are personalised and furnished to a good standard. Some bedrooms are smaller than the minimum standard of 10 sq meters. There are three lounges and a large dining area, all of which are furnished to a good standard. The home is non-smoking throughout. There are adequate toilets and bathing facilities. The home is kept very clean and hygienic. There is a commitment to staff training within the home. The registered providers are Mrs J Moore and Mrs E Abbas who manage the home on a day-to-day basis. At the time of visit (21st November 2006) the information given to the Commission showed that the fees for care at the home are from £340 to £380 per week, plus attendance allowances if received, with added expenses for hairdressing, chiropody and newspapers. Primrose Bank DS0000063466.V312725.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The inspection of this home has been carried out over the period since the previous inspection January 2006. This is to give an overall picture of Primrose Bank using evidence and information gathering, in the form of a pre inspection questionnaire, letters to and from the home during that period and comment cards from residents and relatives. The inspection also included a site visit to the home which was completed in one day and a further hour the following Monday. It was unannounced, which means that the manager, staff and residents did not know it was to take place until the inspector arrived. On 21st October 2006, 19 residents were accommodated at Primrose Bank. The inspector spoke with 11 residents and six staff members. Ten comment cards were received from residents and relatives. Case tracking (whereby the inspector focuses on a small number of residents and examines their care, from admission to the present time) of two residents, was carried out. Part of the visit included looking at daily notes and information about the home and residents. Time was spent observing the workings of the home and how staff members supported residents. A good lunch was sampled and eaten in the company of three residents. The inspection included a tour of the premises. What the service does well: In line with the home’s policies and procedures, Primrose Bank tries to make sure that there is equal care given to all residents, considering their individual choices and preferences and giving equal support to all irrespective of their race, gender, disability, sexuality, age, religion or beliefs. There is equal consideration given to prospective employees and there are male and female staff between the ages of 18 and 65 years working at the home, training and development programmes are offered to all staff. Many of the staff have been employed at the home for a long time, which means they have got to know the residents very well. The home ensures that all residents have equal access to different parts of the home via a stairlift, aids and adaptations are in toilets and bathrooms. Primrose Bank DS0000063466.V312725.R01.S.doc Version 5.2 Page 6 Primrose Bank continues to provide a friendly, informal atmosphere where dignity is acknowledged and independence is encouraged. Again on this inspection all residents spoken with said they liked living at the home and felt well cared for. Comments included “ Both myself and my family would recommend the home to anyone requiring such a service, the staff are genuine and caring and regularly pass the time of day with me”. And “I really couldn’t ask for a better place and I have tried a number of these places”. 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. Primrose Bank DS0000063466.V312725.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Primrose Bank DS0000063466.V312725.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 1,2,3,5,6 Quality in this outcome area is good. The judgement has been made using available evidence including a visit to this service. Good information continues to be in place which allows people to make informed choices whether or not the home will meet their needs. Full assessments of needs are carried out for all residents to ensure the home can look after them properly and give the right sort of care. EVIDENCE: The Home’s Statement of Purpose and Service User Guide contains all the relevant information needed for prospective residents to make an informed choice when they are considering Primrose Bank as their home. Copies of the home’s information are placed on a table in the entrance to the home. All comment cards confirmed residents had received suitable information prior to staying at Primrose Bank. Two said that they had known other people who had lived at the home and this had influenced their choice. Primrose Bank DS0000063466.V312725.R01.S.doc Version 5.2 Page 9 Residents case files seen during case tracking, held written contracts between themselves and the proprietor, stating clearly what was and was not included in the cost of staying at Primrose Bank, contracts also explained their rights as residents of the home. Again during case tracking, files seen, contained full assessments of resident’s needs, these had been completed prior to admission, to ensure that Primrose Bank was the right place for that person to live, and that the home could provide the right care for them. Through comment cards received from relatives and by speaking with residents, it was clear that prospective residents are offered periods of short stay and day visits, prior to any decision being made to reside at Primrose Bank on a more permanent basis. Primrose Bank does not offer intermediate care. Primrose Bank DS0000063466.V312725.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 7,8,9,10 Quality in this outcome area is good. The judgement has been made using available evidence including a visit to this service. The health needs of residents are well met and people are treated with dignity and respect. The systems for the administration of medication are clear and comprehensive arrangements are in place to ensure resident’s medication needs are met. EVIDENCE: Case tracking showed that good care plans are in place for each resident, such plans include action to be taken by staff in areas of health, personal and social care needs of each resident. These are reviewed regularly and completed with residents, it was recommended that resident’s sign to show their agreement. The registered provider has now amended care reviews to include signatures. Comments received from residents, included “The staff listen and act on my wishes. If there is any reason why they cannot assist, then my family are informed immediately and any issues are resolved without any undue stress to me”. Primrose Bank DS0000063466.V312725.R01.S.doc Version 5.2 Page 11 Resident’s may choose to administer their own medication, a locked facility is provided for this. The home’s storage and administration of medicines is appropriate and records seen were up to date. Visits by G.P. s, and district nurses are recorded and specialist advice from geriatricians, continence advisors and community psychiatric nurses, would be sought when necessary, to meet the needs of the residents. Residents said they felt their privacy is respected and their care is provided in a dignified manner. Staff were noted to knock on bedroom doors and seek permission before entering. Residents said they are always asked how they wish to be addressed, although most use first names as the norm. Primrose Bank DS0000063466.V312725.R01.S.doc Version 5.2 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14,15 Quality in this outcome area is good. The judgement has been made using available evidence including a visit to this service. Links with relatives and friends are good and social activities are provided, these support and enrich resident’s chosen lifestyle. The meals in this home are good offering both choice and variety and catering for special needs. EVIDENCE: All residents spoken with said they were very happy with their lifestyle whilst living at the home. The pre inspection questionnaire evidenced that a good varied range of activities are offered on a regular basis. These include: Tai Chi class, mobile library, musical entertainment, bingo, art, beetle drive, chocolate decorating by Thorntons. Community activities were stated as dress parties and Rotary club. Comments from residents regarding the activities included: “I have never felt alone or isolated and I am always encouraged to participate in the events taking place”. There was one negative comment received, although other residents said that there was either “always” or “usually” activities arranged by the home which Primrose Bank DS0000063466.V312725.R01.S.doc Version 5.2 Page 13 they could take part in. Residents are actively encouraged to participate in a variety of activities although this is optional. Comment from relatives, confirmed they are welcomed at the home at any time and always offered refreshments. They also added they are encouraged to spend as much time as possible with their relative/friend and encouraged to join in celebrations such as birthdays and festive activities. Again on this inspection, it was clear that residents are asked to make choices in what to eat, when to rise and retire, how to spend their time, how to furnish their room, who they wish to keep company with and who they nominate to manage their affairs (if they do not want to manage them themselves). They are also asked if they wish to manage their own medication (as mentioned previously) and given a choice of locking their bedroom doors. All residents spoken with said they chose what to do with their time, although they were encouraged to join in activities in a communal setting, their choice to remain in their own rooms or go out into the community, was acknowledged. Menus provided in the home’s pre inspection information, showed a good variety of meals offered, both hot and cold, at breakfast, lunch and dinner. All resident’s spoke very highly of the quality of food provided. Observation at lunchtime, whilst sharing a meal with three residents, found that meals looked appetising and were served on matching crockery with table linens and napkins on all tables. Those who needed assistance were helped in a dignified manner and the diningroom is large enough for all residents to eat at one sitting. Primrose Bank DS0000063466.V312725.R01.S.doc Version 5.2 Page 14 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 16,18 Quality in this outcome area is good. The judgement has been made using available evidence including a visit to this service. The home has a satisfactory complaints system with evidence that residents feel their views are listened to and acted upon. The staff’s training in the Protection of Vulnerable Adults protects residents from abuse. EVIDENCE: Information is clearly provided for residents in the event of them, or their relatives wanting to make a complaint about the home or its staff. Residents spoken with said they would tell the manager if they had any worries or concerns about their care or accommodation. Since the previous inspection, there have been no complaints received by the Commission for Social Care Inspection. All comment cards received from residents confirmed they knew who to speak to if they were not happy. Staff are trained in the protection of vulnerable adults, the most recent staff member confirmed this was carried out during his four week induction period. Primrose Bank DS0000063466.V312725.R01.S.doc Version 5.2 Page 15 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 19,21,22,23,24,25,26 Quality in this outcome area is good. The judgement has been made using available evidence including a visit to this service. The residents are provided with a clean and comfortable environment, where bedrooms are well personalised. This means that residents will feel at home with their belongings around them. EVIDENCE: Case tracking showed that on an individual basis, aids and adaptations had been received to meet residents’ needs. A range of other aids and adaptations were seen in communal areas, such as grab rails, raised toilet seats and specialist baths for assisted bathing. There is a stair lift, affording residents freedom of movement throughout the home. Records of checks made on all equipment are kept up to date. All the radiators throughout the home are fitted with touch cool surfaces, to protect residents from the risk of injury. Fail-safe devices are fitted to all hot water outlets used by residents to ensure water is delivered close to 43ºC. Regular checks of Primrose Bank DS0000063466.V312725.R01.S.doc Version 5.2 Page 16 water temperatures are made by the manager and recorded to maintain safety. The manager keeps a comprehensive record of all work undertaken throughout the home. The premises were found to be clean and free from offensive odours. One resident said, “ the regular cleaning and washing is very good”. Both from comment cards received and by speaking to residents, it was clear that all are pleased with their accommodation, especially bedrooms. Primrose Bank DS0000063466.V312725.R01.S.doc Version 5.2 Page 17 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 27,28,29,30 Quality in this outcome area is good. The judgement has been made using available evidence including a visit to this service. The numbers of staff on duty were satisfactory to meet the needs of the people living at the home. The policies and procedures for the recruitment of staff now provide safeguards for the protection of residents. EVIDENCE: Staff files now contain information to ensure that persons employed, are fit to work at Primrose Bank and competent to do their jobs, training is set up and National Vocational Training (NVQ) is ongoing at present. Again on this inspection, all residents spoke highly of the staff, comments included “the staff are always available to discuss both my health and personal needs” and “the staff genuinely care about my well being”. Residents said their call bells were answered promptly during the night and that staff were always pleasant to them. Staff rota was included in the pre inspection information where a consistency of staff members was noted. Many of the staff have been at the home for a long time, there is very little turnover so both staff and residents get to know each other well. Primrose Bank DS0000063466.V312725.R01.S.doc Version 5.2 Page 18 A good relationship was again noted between staff and residents and there was a relaxed atmosphere throughout the home. Primrose Bank DS0000063466.V312725.R01.S.doc Version 5.2 Page 19 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 31,33,35,38 Quality in this outcome area is good. The judgement has been made using available evidence including a visit to this service. The home reviews aspects of its performance through consultation, which includes seeking the views of residents, thereby ensuring the home is run in their best interests. Good procedures are in place to safeguard the financial interest of residents. EVIDENCE: The home continues to be well managed and run on a daily basis by Mrs Moore and Mrs Abbas who are well qualified and have good experience and knowledge of many of the problems that older people develop. Residents and staff respect and like them and find them approachable and friendly. Primrose Bank DS0000063466.V312725.R01.S.doc Version 5.2 Page 20 Comments are sought from relatives and residents through a ‘Customer Satisfaction Survey’ and ‘Client Review’, topics include; welcoming families, care received, bathing facilities, meals, rooms and activities offered. Records showed that an inventory of personal goods and furniture brought into the home, is completed for each resident and that any financial transaction undertaken on behalf of their behalf is recorded, although the home does not act as appointee for anyone. Residents are encouraged to handle their own finances or elect family or a solicitor to do this for them. Primrose Bank has comprehensive Health & Safety Policies, knowledge of these forms part of staff induction. Staff undertake mandatory training in Moving & Handling, Fire, Control of Hazardous Substances, First Aid, Infection Control and Food Hygiene. Fire drills are carried out, maintenance of equipment is completed and relevant certificates are held. Primrose Bank DS0000063466.V312725.R01.S.doc Version 5.2 Page 21 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 3 3 3 x 3 N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 x 18 3 3 x 3 3 3 3 3 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 x 3 x 3 x x 3 Primrose Bank DS0000063466.V312725.R01.S.doc Version 5.2 Page 22 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 Primrose Bank DS0000063466.V312725.R01.S.doc Version 5.2 Page 23 Commission for Social Care Inspection North Lancashire Area Office 2nd Floor, Unit 1, Tustin Court Port Way Preston PR2 2YQ National Enquiry Line: 0845 015 0120 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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