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Inspection on 23/01/06 for Queen Elizabeth House

Also see our care home review for Queen Elizabeth House for more information

This inspection was carried out on 23rd January 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.

What follows are excerpts from this inspection report. For more information read the full report on the next tab.

What the care home does well

The home has a comfortable feel; the sitting rooms are well decorated, light and airy. The furniture suits its purpose, is clean and of a good quality. The Residents felt that the food offered was of a high standard and one of the Residents said the only complaint she had with the food was that they were given too much! All the bedrooms are single with en-suit facilities and reflect individual style, choices and preferences, most have personal items bought in by the resident.

What has improved since the last inspection?

The home has recently been awarded the Gold Standard under the Clean Food Award, run by Bromley Council. They were inspected in September 2005 and had previously received the silver certificate. The home has a new complaints book and there have been no reported complaints either at the home or at the Commission.

CARE HOMES FOR OLDER PEOPLE Queen Elizabeth House 38 Southborough Road Bickley Kent BR1 2EE Lead Inspector Ann Wiseman Unannounced Inspection 23rd January 2006 10:00 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 Queen Elizabeth House DS0000006962.V275259.R01.S.doc Version 5.1 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. Queen Elizabeth House DS0000006962.V275259.R01.S.doc Version 5.1 Page 3 SERVICE INFORMATION Name of service Queen Elizabeth House Address 38 Southborough Road Bickley Kent BR1 2EE 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) 020 8467 3994 020 8467 7660 Greensleeves Homes Trust Ms Asvinta Thakkar Care Home 28 Category(ies) of Old age, not falling within any other category registration, with number (28) of places Queen Elizabeth House DS0000006962.V275259.R01.S.doc Version 5.1 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 26th July 2005 Brief Description of the Service: Queen Elizabeth House is a two-storey, purpose built care home for older people. The provider is Greensleeves Homes Trust. The home is set back from a busy main road, in a residential area. There is a bus stop outside the home and Bickley mainline rail station is within walking distance. The home is near to local shops. The building has parking space at the front and a garden at the back, with raised flowerbeds, lawn and patio. Queen Elizabeth House DS0000006962.V275259.R01.S.doc Version 5.1 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This was an unannounced inspection and the home was found to be clean, tidy and well maintained, the home has its own maintenance man. The Inspector was able to talk privately with several Residents and staff members. The Residents reported that they were happy with the way the home was run; that they found it comfortable and that they felt their needs were met. The Manager appears to be capable and well organised. What the service does well: 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. Queen Elizabeth House DS0000006962.V275259.R01.S.doc Version 5.1 Page 6 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 Queen Elizabeth House DS0000006962.V275259.R01.S.doc Version 5.1 Page 7 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): Prospective Residents can be assured that they would be able to access all the information they need to be able to make and informed choice about where to live and that the home would be able to meet their needs. EVIDENCE: The home has an information pack that is given to prospective users, they and their families will visit the home to have a look and then the resident will spend a day in the service to get a feeling of the house. During the visit an assessment of the prospective Resident will be made by senior staff. Residents files examined contain contracts setting out needs and how they will be met. The newest Resident has recently left hospital and was not sure if she would be staying at the home or returning home. During the time she had spent at the home she had been encouraged to maintain ties with friend and has been enabled to go out to shop and dine with them. Queen Elizabeth House DS0000006962.V275259.R01.S.doc Version 5.1 Page 8 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): All standard in this section. Care plans seen were well set out and contain all necessary information and details. Residents see the doctor of their choice and are treated with respect. EVIDENCE: A doctor visits the home every week and the Manager will ask all the Residents if they want to see him. The Residents can retain their own doctor if they want. Residents can maintain control of their own medication if they are able to and a risk assessment will be carried out. They are asked to sign a contract that sets out the need for the medication to be stored safely and to be taken as prescribed. The Residents felt that they were respected and their privacy upheld and the Inspector noted that all staff, including the maintenance man as well as the Care and Domestic staff, spoke to the Residents in a friendly and respectful way. It is the house policy that people who are ill are cared for in the home as long as the staff are able to meet their needs. When they first move in all Residents are asked what their preferences may be at the end of their lives and what funeral arrangements they would like and these wishes are respected by the home. Queen Elizabeth House DS0000006962.V275259.R01.S.doc Version 5.1 Page 9 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): All standards were examined at this Inspection Cultural and religious needs are addressed in this home. Family contacts are maintained and the Residents are encouraged to make choices and to maintain control of their lives. The food is well cooked and well presented. EVIDENCE: There are church services held at the home and the Inspector was assured that any special request, regarding either religious or cultural needs would be catered for. Residents are encouraged to maintain contacts with family and friends and several of the Residents use the local dial a ride to access the community. Visitors are welcomed at any reasonable time and there is a notice in the lobby confirming this. Residents the Inspector talked with confirmed that they are able to make choices in many aspects of their lives. The hair dresses comes to the house regularly and bookings are taken in advance as with the doctor. There is a wide level of choice at meal times and Residents can eat in their rooms if they wish. Activities and entertainment are on offer within the home. The dinning room is a pleasant area and the tables are clean and attractively laid. The food appeared well cooked and smelt inviting. The portions were generous and the menu displayed was varied and well balanced. Queen Elizabeth House DS0000006962.V275259.R01.S.doc Version 5.1 Page 10 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): All standards were assessed on this occasion. Service users can be confident, that their concerns will be listened to, taken seriously and acted upon. Staff training takes place to protect vulnerable adults from abuse. EVIDENCE: Residents are provided with information on the homes complaints procedure and how to contact the CSCI directly. The manager stated that any complaint received by the home would be recorded, including action to address the issues raised. A new complaints book has been provided with instruction not to remove pages from it and no complaints have been made since the last inspection. Discussion was held around the feasibility of producing a procedure for recording any concern that residents may voice that could not properly be classed as complaints. Doing this would assure Residents that they are being taken seriously and their opinions listened to. Service users spoken with stated that they had not had cause to complain. However they felt confident that they could talk to the manager should they have any concerns. Staff spoken with stated that they had received adult protection training, including information regarding the homes whistle blowing policy and felt confident that they could go to the manager if there were concerned regarding colleagues care practices. Queen Elizabeth House DS0000006962.V275259.R01.S.doc Version 5.1 Page 11 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): All standard were assessed on this occasion. Queen Elizabeth House is a safe and well-maintained environment. EVIDENCE: Queen Elizabeth House is a safe and well-maintained environment, the house has it’s own maintenance man who oversees Health and Safety matters and appeared knowledgeable. There are sufficient lavatories and bathrooms that are equipped as necessary with specialist equipment. Each bedroom is individual to the Resident and most have personal possessions. If needed the rooms have also got specialist equipment to enable the Resident to maintain independence. The home was clean and hygienic. The home has recently been awarded the Gold Standard under the Clean Food Award, run by Bromley Council. They were assessed in September 2005 and had previously received the silver certificate. Queen Elizabeth House DS0000006962.V275259.R01.S.doc Version 5.1 Page 12 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): All standards in this section have been assessed. There is sufficient staff members, appropriately trained, on each shift to meet the needs of the Residents. EVIDENCE: The rota shows that there are sufficient staff on duty to meet the needs of the Residents and the home is currently recruiting more senior care staff so that there are sufficient numbers to enable the Manager to rota a senior staff onto night duty so as to better monitor the service. Staff records inspected show that no one is allowed to take up post without the required checks and safeguards having been taken up and recorded to protect the Residents from abuse. The Manager invites new candidates to visit the home to complete the application form to enable her to assess potential recruits and establish that they have the right credentials prior to interview. The training program is comprehensive and covers mandatory training as well as topics specialist to the needs of the Residents. Queen Elizabeth House DS0000006962.V275259.R01.S.doc Version 5.1 Page 13 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): All standards The Registered Manager is competent and appears to be of good character, she has undertaken required training and is well spoken of by the Residents. EVIDENCE: There is evidence that the home is well managed in a way that is in the best interest of the Residents, any of the Residents that the Inspector has spoken praised the manager and the way she worked, they said that she was caring and helpful. The home had plentiful supplies and gave the appearance of being a thriving business. The home does not manage the Residents finances. Records show that regular supervision is given to staff. Required policy and procedures are in place and the record keeping is detailed and relevant and stored in a manner that protects confidentiality. A random selection of Health and Safety records were inspected and found to be satisfactory. Queen Elizabeth House DS0000006962.V275259.R01.S.doc Version 5.1 Page 14 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 3 3 3 HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 3 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 3 18 3 3 3 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 3 3 3 3 3 3 3 Queen Elizabeth House DS0000006962.V275259.R01.S.doc Version 5.1 Page 15 Are there any outstanding requirements from the last inspection? 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 Queen Elizabeth House DS0000006962.V275259.R01.S.doc Version 5.1 Page 16 Commission for Social Care Inspection Sidcup Local Office River House 1 Maidstone Road Sidcup DA14 5RH 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. Extracts may not be used or reproduced without the express permission of CSCI Queen Elizabeth House DS0000006962.V275259.R01.S.doc Version 5.1 Page 17 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!