Inspection on 16/06/05 for Queensgate Residential Home

This inspection was carried out on 16th June 2005.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Adequate. 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 found there to be outstanding requirements from the previous inspection report but made no statutory requirements on the home.

Other inspections for this house

Queensgate Residential Home 22/06/06

Queensgate Residential Home 22/11/05

Queensgate Residential Home 02/12/04

Queensgate Residential Home 08/07/04

Similar services:

Snydale Care Home

Abbey The

Larchfield Manor

Hawkhills

Beeches The - North Yorkshire County Council

The Grove Waltham

Carentan House

Ravensworth Lodge

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

CARE HOMES FOR OLDER PEOPLE Queensgate Residential Home The Boulevard Kingston upon Hull East Yorkshire HU3 2TA Lead Inspector Simon Morley Unannounced 16 June 2005 9:15 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 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. Queensgate Residential Home J54_s868_Queensgate_v228555_160605_Stage 4.doc Version 1.30 Page 3 SERVICE INFORMATION Name of service Queensgate Address The Boulevard Kingston upon Hull East Yorkshire HU3 2TA 01482 211112 01482 585980 Telephone number Fax number Email address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) Mr Frank Colin Swain (Director HLAS Care Ltd.) Mulberry House, School Lane, Holmpton, Nr Withernsea, East Yorkshire, HU19 Lesley Denise Swain Care Home 40 Category(ies) of OP Old Age (40) registration, with number DE(E) Dementia - over 65 (40) of places Queensgate Residential Home J54_s868_Queensgate_v228555_160605_Stage 4.doc Version 1.30 Page 4 SERVICE INFORMATION Conditions of registration: 1. To admit one named person under 65 years of age. Date of last inspection 2nd December 2004. Brief Description of the Service: Queensgate is owned by a partnership, some of the partners have interests in other care homes in the area. The home is registered to provide personal care and accommodation for 40 service users over the age of 65, of either gender, some of whom may suffer from dementia. The home is a short walk from the bustling community of Hessle Road. There are a variety of local amenities very close by including shops, pubs, community centres and churches. Queensgate was purpose built and has 24 single and 8 double bedrooms spread over two floors. There is a passenger lift for residents unable to use the stairs. There is a very large open plan lounge and dining room on the ground floor. There is also a quiet lounge downstairs and one upstairs. To the rear of the building there is a tarmac parking area and a small garden area to the front. The home is close to major bus routes. Queensgate Residential Home J54_s868_Queensgate_v228555_160605_Stage 4.doc Version 1.30 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The inspection lasted for 8 hours and no additional visits have been made to the home since it’s last inspection in early December 2004. The inspector looked at records about the care of residents; spoke to a number of residents and their visitors, to 3 care staff and the manager. What the service does well: What has improved since the last inspection? What they could do better: The quality of information available for prospective residents must improve, especially in regard to fees and who is responsible for paying them. The manager was aware of this and agreed to sort this out. The assessment and care planning arrangements must also improve to ensure residents receive the care they need. Medication procedures must improve to ensure residents receive their medication at appropriate intervals. Queensgate Residential Home J54_s868_Queensgate_v228555_160605_Stage 4.doc Version 1.30 Page 6 The level of social stimulation for residents and how they find out what is on the menu must improve. Staffing levels must increase to meet residents’ needs and training for staff must be better planned for. The owners must visit and inspect the home more often to check the quality of care. 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. Queensgate Residential Home J54_s868_Queensgate_v228555_160605_Stage 4.doc Version 1.30 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 Standards Statutory Requirements Identified During the Inspection Queensgate Residential Home J54_s868_Queensgate_v228555_160605_Stage 4.doc Version 1.30 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 standard(s) 3. The admission procedure needs to improve to ensure that all people have their assessed needs fully recorded before moving into the home. This is necessary to re-assure each prospective resident that all their care needs can be met when they have moved in to the home. EVIDENCE: Residents spoken to were happy that their care needs were being met. Staff spoken to were aware of individual resident’s needs that had been written down as a plan of care based on each resident’s assessment. The manager said she goes to visit prospective residents but does not record their assessed care needs. She was asked to start to do this as up to date and accurate records are essential for good care. She said she made sure she got a copy of the assessment completed by the local social services department. Queensgate Residential Home J54_s868_Queensgate_v228555_160605_Stage 4.doc Version 1.30 Page 9 Individual care records are kept for each resident. An inspection of the records for 4 residents recently admitted showed that not all care records were complete. There was no assessment for one resident. This puts him at risk from receiving poor quality of care, as staff may not know what all his needs are. The risks for this man were low as he could tell staff what he needed but not all residents would be able to do this. Queensgate Residential Home J54_s868_Queensgate_v228555_160605_Stage 4.doc Version 1.30 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 standard(s) 7, 8, 9 and 10. The care planning process must improve to ensure that all the residents’ health, personal and social care needs are catered for. Staff work hard to treat residents with respect and uphold their privacy. EVIDENCE: Residents said that staff treat them well and respect them as individuals. They said they were happy with how their personal care, e.g. help to wash, use the toilet, get dressed, was provided. They also said they get help with their health care e.g. visits from the GP or District Nurse if they are unwell. Individual plans of care are part of the care records for each resident. Of the 4 sets of records looked at, only one resident had an individual plan of care. For another resident staff were using a care plan from the previous home he lived in. The other two residents were staying there for a short period for respite care. Staff spoken to were able to talk about peoples’ individual needs. But without a clearly recorded plan of care detailing all a person’s care needs, the care given will rely on the memory of, and good communication between staff. So, Queensgate Residential Home J54_s868_Queensgate_v228555_160605_Stage 4.doc Version 1.30 Page 11 any resident without a care plan is more at risk of not having all their care needs met. For example it was not clear how care was planned so that residents would get access to hearing, sight or dental check-ups. Leisure, recreational activities and social stimulation were other areas that needed to improve in planning for some one’s care. The arrangements for making sure residents get their medication needed improving. One resident who the inspector met still had her morning medication by her side some two hours after staff should have made sure she had taken it. Staff did say that this was not usually the case. The time it takes to complete the morning medication round is quite long (this was still going on when the inspector arrived at 9.30am). The arrangements for administering medication may mean that some residents do not receive their medication at appropriate intervals. Queensgate Residential Home J54_s868_Queensgate_v228555_160605_Stage 4.doc Version 1.30 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 standard(s) 12 and 15. The arrangements for providing social stimulation, leisure activities and meals did not meet everyone’s expectations and improvements are needed in these areas. EVIDENCE: A number of residents sit in the lounge in a large U shape with a TV at the open end. And some prefer the privacy of their own bedrooms. There was no planned programme of activities and for some residents there was little in the way of social stimulation except for visits from relatives. One visitor did remark negatively about this to the inspector. One resident suggested that a monthly trip out would be something to look forward to. Staff spoken to said that they do offer some games e.g. bingo and dominoes but thought that they could improve on this. More able residents were invited to shop for some flowers and help make hanging baskets for the home on the day. Staff were seen to be constantly busy attending to residents personal care needs and did not appear to have time to sit and talk to residents or help them take part in leisure or recreational activities. One member of staff said she Queensgate Residential Home J54_s868_Queensgate_v228555_160605_Stage 4.doc Version 1.30 Page 13 came in on her day off to be able to take residents out as there is no time for this when she is on shift. Most of the residents spoken to were happy with the food and could choose to eat in the dining room or the privacy of their own room. One resident said he had been at the home for over a week before he knew he could ask for an alternative choice if he did not like what was on the menu. It was clear from talking to him that he would have to know and be able to ask for something else, in advance, if he didn’t like what was on offer, rather than the staff actively offering a choice. Queensgate Residential Home J54_s868_Queensgate_v228555_160605_Stage 4.doc Version 1.30 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 standard(s) 16 and 18. There were good arrangements for ensuring that residents are protected from abuse and for dealing with complaints. EVIDENCE: Residents said they were happy with how staff treated them and felt they were respected. The inspector could clearly see this in the way that staff interacted with residents. The home had a simple complaints procedure if residents or their relatives wish to complain. Accurate records were kept of how complaints are managed and the manager tries to ensure that all complaints are resolved to the satisfaction of residents. The manager and staff spoken to were aware of what was poor and abusive practice. All were adamant that they would report any thing of this type to keep residents safe. Queensgate Residential Home J54_s868_Queensgate_v228555_160605_Stage 4.doc Version 1.30 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 standard(s) None of these outcomes were assessed on this occasion. EVIDENCE: Queensgate Residential Home J54_s868_Queensgate_v228555_160605_Stage 4.doc Version 1.30 Page 16 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 considers Standards 27, 29, and 30 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 27 and 30 Although staff receive training to be competent at their jobs, the numbers of staff on duty are not enough to meet all the residents’ needs. EVIDENCE: The number of care hours staff work on the rota added up to 430 a week, the recommended guidance says there must be at least 600. That’s 170 more care hours needed each week to meet the guidance. Although the home is not currently required to meet the guidance, it was explained to the manager that we may enforce this as it was clear that some residents were receiving very little in the way of social stimulation, leisure and recreational activities. The manager reported that she was recruiting more staff to be able to increase the overall hours staff work up to 525 hours, to improve the service. Staff said they receive a variety of training to help them care for the residents. There were records available saying what training staff had completed. There was no written plan for this year saying what training staff still needed to help improve the quality of care provided. Queensgate Residential Home J54_s868_Queensgate_v228555_160605_Stage 4.doc Version 1.30 Page 17 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 33, 35 and 38 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) None of these outcomes were assessed on this occasion. EVIDENCE: Queensgate Residential Home J54_s868_Queensgate_v228555_160605_Stage 4.doc Version 1.30 Page 18 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 ENVIRONMENT Standard No 1 2 3 4 5 6 Score Standard No 19 20 21 22 23 24 25 26 Score x x 2 x x N/A HEALTH AND PERSONAL CARE Standard No Score 7 2 8 3 9 2 10 3 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 2 13 x 14 x 15 2 COMPLAINTS AND PROTECTION x x x x x x x x STAFFING Standard No Score 27 2 28 x 29 x 30 2 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score Standard No 16 17 18 Score 3 x 3 x x x x x x x x Queensgate Residential Home J54_s868_Queensgate_v228555_160605_Stage 4.doc Version 1.30 Page 19 Yes 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. 1. Standard 1 Regulation 4 Requirement The homes statement of purpose and servcie user guide must be amended to show that the home is a non-smoking environment. A statement of terms and conditions must be agreed and signed with residents or their representatives. (Target dates of 31.10.04 and 31.03.05 not met). The registered person must ensure that every prospective resident has their assessed needs fully recorded covering the areas listed in NMS 3.3 before they move into the home. All service users must have an individual plan of care detailing all their health, social and personal care needs and the actions required by staff to meet these needs. (Target date of 31.10.04 and 31.03.05 not met). The registered person must ensure that all residents have their medication at appropriate time intervals. Handwritten instructions on MAR charts regarding residents medication should be checked J54_s868_Queensgate_v228555_160605_Stage 4.doc Timescale for action 30th September 2005. 30th September 2005. 2. 2 5 3. 3 14 30th September 2005. 4. 7 15 30th September 2005 5. 9 13 30th September 2005. 30th September 2005. Page 20 6. 9 13 Queensgate Residential Home Version 1.30 and countersigned by two staff. 7. 12 15 Residents interests must be recorded and they must be given opportunities for stimulation through leisure and recreational activities in and outside the home which suit their needs. Each service user must be offered 3 full meals a day (at least one of which must be cooked) which are suited to their individual needs. Outdoor space must be designed to meet the needs of all service users including those with physical, sensory and cognitive impairments The staffing levels must be increased so it can be clearly seen that all residents receive stimulation through leisure and recreational activities in and outside the home which suit their needs. There must be an assessment of required staff training and a written plan of how the training will be provided. The registered provider must visit the home in accordance with Regulation 26 of the Care Home Regulations 2001. 30th September 2005. 8. 15 16 30th September 2005. Ongoing 9. 20 16 and 23 10. 27 18 30th September 2005. 11. 30 18 30th September 2005. 30th September 2005. 12. 36 26 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. Refer to Standard Good Practice Recommendations Queensgate Residential Home J54_s868_Queensgate_v228555_160605_Stage 4.doc Version 1.30 Page 21 Commission for Social Care Inspection Unit 3 Hesslewood Country Office Park Ferriby Road Hessle HU13 0QF 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 Queensgate Residential Home J54_s868_Queensgate_v228555_160605_Stage 4.doc Version 1.30 Page 22 - 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. 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