Inspection on 22/06/06 for Queensgate Residential Home

This inspection was carried out on 22nd June 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

Queensgate Residential Home 22/11/05

Queensgate Residential Home 16/06/05

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 Boulevard Hull East Yorkshire HU3 2TA Lead Inspector George Skinn Key Unannounced Inspection 22nd June 2006 09:30 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 Queensgate Residential Home DS0000000868.V303954.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. Queensgate Residential Home DS0000000868.V303954.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Queensgate Residential Home Address Boulevard Hull East Yorkshire HU3 2TA Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (if applicable) Name of registered owner/manager (if applicable) Type of registration No. of places registered (if applicable) 01482 211112 01482 585980 Mr Frank Colin Swain (Director HLAS Care Ltd) Dr Awan, HLAS Care Ltd Lesley Denise Swain Care Home 40 Category(ies) of Dementia - over 65 years of age (40), Old age, registration, with number not falling within any other category (40) of places Queensgate Residential Home DS0000000868.V303954.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. To admit one named person under 65 years of age. Date of last inspection 22nd November 2005 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 service users 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 DS0000000868.V303954.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This was an unannounced site visit and took 9 hours to complete. The visit included talking to service users, staff and the owner/owner/manager of the home. Prior to the site visit satisfaction surveys were sent to service users, staff and relatives. Their comments helped to make a judgement about the quality of the care provided at the home. The building was looked at, as were some of the records. What the service does well: What has improved since the last inspection? The owner/manager/owner has worked hard to meet the requirements from the previous inspection; the result is that the care planning arrangements have improved helping the staff to care for the service users better. Medication procedures have improved ensuring service users receive their medication safely. Training for staff has improved this makes sure they are all competent at their jobs. Queensgate Residential Home DS0000000868.V303954.R01.S.doc Version 5.2 Page 6 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. Queensgate Residential Home DS0000000868.V303954.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 Queensgate Residential Home DS0000000868.V303954.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): 2&3 Quality in this outcome area is good. This judgement has been made from evidence gathered both during and before the visit to this service. Service user needs are fully assessed prior to moving to the home. Contracts terms/conditions are agreed with the service users. EVIDENCE: Service users spoken with were happy with their care and said that their needs were being met. Three sets of care records were looked at. All contained evidence of service users needs being assessed before they moved in so that the home could assure them they would be well looked after. The owner/manager has started to agree a written contract/statement of terms and conditions with service users at the time they move in. She reported that Queensgate Residential Home DS0000000868.V303954.R01.S.doc Version 5.2 Page 9 for those service users whom this had not been done, a written contract would be agreed at their next care review. Queensgate Residential Home DS0000000868.V303954.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. This judgement has been made from evidence gathered both during and before the visit to this service. Service users’ needs are set out clearly in the care plan which aids staff to care for the service users appropriately. Service users health care needs are met and they have access to all health care services. The homes medication procedures protect the service users from harm. Service users are treated with dignity and respect. EVIDENCE: Service users 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. Queensgate Residential Home DS0000000868.V303954.R01.S.doc Version 5.2 Page 11 Individual plans of care are part of the care records for each service user. All of the records looked at had an individual plan of care. These detailed the individuals’ needs and records indicate that the service users could see the GP on request; the service users confirmed this. Some of the information was out of date and it was not clear whether the care plans had been up dated at regular intervals. The service users are asked as part of the service user satisfaction survey ‘Do you receive the care and support you need?’ And ‘Do you receive the medical support you need?’ All respondents answered yes and always to both questions, this was also confirmed verbally with comments including: ‘They look after us very well’ ‘The girls are very kind and helpful’ Staff spoken with were able to talk about service users individual needs and understood the importance of respecting individual choices in their daily lives. Service users have the opportunity to look after their own medication if they are able and choose to do so; lockable containers are available if required. The storage of medication was safe and there have been improvements in the way medication is administered, and the records kept. Queensgate Residential Home DS0000000868.V303954.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. This judgement has been made from evidence gathered both during and before the visit to this service. Service users are able to exercise choice in their daily lives. The service users have a wholesome and nutritious diet. Service users are supported in maintaining contact with family and friends. EVIDENCE: Service users said they were happy with the arrangements for social activities and made positive comments about the quality of food. Service users commented that they felt able to make choices about how they spend their time, some service users talked about the gardening that they do with the staff; they commented that the tomatoes were doing very well. None of the service users have expressed any specific religious needs; the home does not have any service users from any ethnic minorities. The home does acknowledge individual differences in the choices that the service users Queensgate Residential Home DS0000000868.V303954.R01.S.doc Version 5.2 Page 13 are enabled to make in their daily lives, and the flexibility of the running of the home to accommodate their individuality and diverse needs. Many relatives visited the home during the inspection and they commented on being able to see their relative in private; they also commented on the quality of the service offered at the home and were always made to feel welcome. Service users continue to have opportunity for making full use of local community facilities with support from staff. Staff continue to discuss with service users what is on the menu and service users have an opportunity to choose an alternative. The service user can choose where to eat their meals and many eat in their rooms. There were records of service users’ likes and dislikes. Queensgate Residential Home DS0000000868.V303954.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. This judgement has been made from evidence gathered both during and before the visit to this service. Service users knew who to complain to and were protected from harm. EVIDENCE: The home’s statement of purpose contains details for making a complaint, and a complaint procedure, which is also posted around the home; this is also available in the service user guide. This includes information on how to contact the CSCI. Service users spoken with said they would talk to the Owner/manager if they had concerns. A complaint record is maintained and complainants sign to confirm they are satisfied with the outcome. Staff are told how to receive complaints properly during their induction and this is discussed during supervision. Question 10 of the service users comment card asks ‘do you know how to make a complaint?’ 4 service users answered always 2-service users answered Usually 0 answered sometimes 0 answered never Queensgate Residential Home DS0000000868.V303954.R01.S.doc Version 5.2 Page 15 All those staff interviewed, and who responded to the staff questionnaire, indicated that they understood the process for reporting any instances of abuse. Queensgate Residential Home DS0000000868.V303954.R01.S.doc Version 5.2 Page 16 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 & 26 Quality in this outcome area is good. This judgement has been made from evidence gathered both during and before the visit to this service. Service user live in well maintained environment. EVIDENCE: The home is clean and smells fresh; there are no malodours. There were good procedures for managing clinical waste to help promote a healthy environment. Furniture is comfortable and homely. Service users were pleased with the home and it’s surroundings. A pleasant garden area has been created at the back of the home with potted plants and hanging baskets. There is already a similar larger area at the front. There is a choice of communal areas for the service users to use. There is a large main lounge/dinning area, which the majority of service users use and Queensgate Residential Home DS0000000868.V303954.R01.S.doc Version 5.2 Page 17 there are two further smaller lounges, one upstairs and one down; these have both been recently redecorated. There are plans to create a hairdressing room which is properly equipped. The home is well equipped and there are a selection of hoists and aids for the staff to use to care for the service users. The home also has grab rails and adaptations for the service users to use to maintain their independence. The home is well maintained and up to date maintenance certificates were available. The home employs a maintenance worker who is very enthusiastic and undertakes much of the maintenance work around the home; he also undertakes the redecorating of room and corridors. Queensgate Residential Home DS0000000868.V303954.R01.S.doc Version 5.2 Page 18 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. This judgement has been made from evidence gathered both during and before the visit to this service. The number and skill mix of the staff meet the needs of the service users. EVIDENCE: The National Care Standards Commission have been advised that recommended guidance should only be applied to new registrations. For homes registered prior to April 1st 2002 staffing levels must at least meet the minimum requirements of the previous regulatory authority. At the time of this inspection staffing numbers were found to meet those previous requirements. The home also employs a range of ancillary staff to help in the smooth running of the home. 9 of the staff are trained to NVQ level 2and more are working towards it. The files of those staff that had been appointed since the last inspection were looked at; records showed that all the required checks were made before they started work; this included a Criminal Records Bureau (CRB) check and two Queensgate Residential Home DS0000000868.V303954.R01.S.doc Version 5.2 Page 19 references. This is to make sure the staff were suitable for the job and not put service users at risk from harm. Training records were available for inspection. Staff are attending the required mandatory training and a computer system is now in placed to indicate when this needs up dating. Queensgate Residential Home DS0000000868.V303954.R01.S.doc Version 5.2 Page 20 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. This judgement has been made from evidence gathered both during and before the visit to this service. There are suitable arrangements for the management and administration of the home. The home is run in the service user best interests. EVIDENCE: The current owner/manager is experienced and qualified, she also undertakes regular training to keep up to date with good practice. Service users are able to make their views known about the service in several ways. The owner/manager is approachable, there are regular service users Queensgate Residential Home DS0000000868.V303954.R01.S.doc Version 5.2 Page 21 meetings, and service users are given satisfaction surveys to complete. Staff also are able to make their views known in the same ways. The home only looks after some of the service users’ finances and there are accurate and up to date records kept. Service users spoken with were all happy that they received their full personal allowance or were happy for their relatives to look after their money. The home was physically safe and well maintained and maintenance certificates were available for inspection and up to date. Queensgate Residential Home DS0000000868.V303954.R01.S.doc Version 5.2 Page 22 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 X 3 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 2 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 X X X X X 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 Queensgate Residential Home DS0000000868.V303954.R01.S.doc Version 5.2 Page 23 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 OP2 Regulation 5 Requirement The action plan to agree the statement of terms and conditions with service users or their representatives at care reviews must be completed. The registered person must ensure that the service users individual plan of care contains up to date information. Timescale for action 30/11/06 2. OP7 15 30/08/06 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 Queensgate Residential Home DS0000000868.V303954.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Hessle Area Office First Floor 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 DS0000000868.V303954.R01.S.doc Version 5.2 Page 25 - 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!