Inspection on 17/11/05 for Queensmount

This inspection was carried out on 17th November 2005.

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

Queensmount 17/08/09

Queensmount 30/08/07

Queensmount 20/12/06

Queensmount 09/06/05

Queensmount 17/02/05

Queensmount 03/08/04

Similar services:

Fairfields Country Rest Home

Poldhu

Trevaylor Manor

Didsbury Court Rest Home

Belma

Hunters Care Centre

Manor Lodge

The Garden House

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

CARE HOMES FOR OLDER PEOPLE Queensmount 18 Queens Park West Drive Bournemouth Dorset BH8 9DA Lead Inspector Chris Gould Unannounced Inspection 17th November 2005 10:15 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 Queensmount DS0000020454.V266329.R01.S.doc Version 5.0 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. Queensmount DS0000020454.V266329.R01.S.doc Version 5.0 Page 3 SERVICE INFORMATION Name of service Queensmount Address 18 Queens Park West Drive Bournemouth Dorset BH8 9DA 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) 01202 391144 01202 304346 BUPA Care Homes (BNH) Limited No. 2079932 Mrs Sheila Willis Care Home 52 Category(ies) of Old age, not falling within any other category registration, with number (52) of places Queensmount DS0000020454.V266329.R01.S.doc Version 5.0 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. 3. The home may accommodate a maximum of 43 service users who require nursing care. Rooms 111, 117, 118, 201 and 207 may be used as shared rooms.. The home may accommodate a maximum of 3 younger adults who require nursing care (age 35 years and above). 9th June 2005 Date of last inspection Brief Description of the Service: Queensmount is a BUPA Care Home purpose built in 1989 by previous proprietors. It is situated in a quiet residential area overlooking a large park with a golf course. It is some one and a half miles from Bournemouth town centre and approximately a mile from the shopping centre of Boscombe. The nearest shops, post office and other local amenities such as churches are approximately three quarters of a mile from the home. A bus service is available a short walking distance from the home. Queensmount is registered to accommodate fifty-two residents with a maximum of forty-three requiring nursing care. Included in that number the home may accommodate a maximum of three adults age thirty-five years and above that require nursing care. There are forty-two single rooms and five double rooms all with en-suite facilities. Queensmount uses the ten bedrooms located on the ground floor to accommodate service users not requiring nursing care. The rooms are situated on three floors with a passenger lift enabling easy access around the home. The home has a hairdressing salon, a shop for small items and a drinks bar open in restaurant hours plus two evenings a week. Queensmount DS0000020454.V266329.R01.S.doc Version 5.0 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The unannounced inspection took place over five hours on one day in November 2005. This inspection assessed 11 standards. There were no outstanding requirements or recommendations from the previous inspection. A tour of the premises took place and three residents care records were inspected. Documents and records were viewed relating to the running of the home. Twelve residents, visitors to the home and the staff on duty were spoken with during the inspection. Sheila Willis the registered manager was available throughout the inspection. The bed occupancy in the home was 48 residents with 40 requiring nursing care. This report should be read in conjunction with the report of the previous inspection that took place in June 2005. What the service does well: What has improved since the last inspection? Queensmount DS0000020454.V266329.R01.S.doc Version 5.0 Page 6 There were no requirements or recommendations following 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. Queensmount DS0000020454.V266329.R01.S.doc Version 5.0 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 Queensmount DS0000020454.V266329.R01.S.doc Version 5.0 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): 3 Residents do not move into the home until an assessment has been undertaken and they have been assured that the home can meet their needs. EVIDENCE: Individual records are maintained for each of the residents. Inspection of the records for the most recent admissions contained a detailed pre admission assessment of care needs including information from professionals previously involved in providing their care. Residents spoken with confirmed that the staff were aware of their needs when they were admitted. A letter is provided to the prospective resident advising them that following assessment the home is able to meet their needs. The home is not providing intermediate care at the present time therefore standard 6 is not applicable. Queensmount DS0000020454.V266329.R01.S.doc Version 5.0 Page 9 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 and 8 All residents have individual care plans to meet their health, personal and social needs. Their health care needs are fully met. EVIDENCE: All residents have individual plans of care based on a pre-admission assessment of need. The three residents care records inspected had been reviewed at least monthly and provided sufficient detail of the actions required to meet the care needs of the residents. The care records included input from health care services including General Practitioners and specialist nurses. Residents spoken with confirmed that appointments are made on their behalf as necessary if they require medical attention, a dentist, optician etc. Queensmount DS0000020454.V266329.R01.S.doc Version 5.0 Page 10 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 The lifestyle the residents experience satisfies their social, cultural, religious and recreational interests and needs. EVIDENCE: Two activities co-ordinators are employed providing activities for the individual as well as in a group setting. A personal activities file is completed for each service user containing a general assessment of social activities they enjoy doing and those they would like to undertake. A record is kept of all activities the resident takes part in both structured and spontaneous. On the afternoon of the inspection a number of residents in the ground floor lounge joined in a sing a long accompanied by a pianist. A monthly programme providing a wide variety of activities is available. Residents are able to put forward suggestions for activities and outings during the residents meetings. Residents spoken with discussed the activities they enjoyed participating in but also commented that there was always the choice in the way they spent their day. Queensmount DS0000020454.V266329.R01.S.doc Version 5.0 Page 11 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): 17 Residents’ legal rights are protected. EVIDENCE: Inspecting residents care records and speaking with residents confirmed that they have representatives including family and solicitors to manage their affairs and act as their advocate. Queensmount DS0000020454.V266329.R01.S.doc Version 5.0 Page 12 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): 20 Communal space is provided to ensure residents have access to facilities that are comfortable and safe. EVIDENCE: There are three lounges one on each floor. The lounges on the first and second floors have adjoining well equipped ‘kitchenettes’ where drinks and snacks can be prepared. On the ground floor the large entrance area, that has some comfortable seating, leads through to a lounge and conservatory. The lounges are well decorated and furnished to a high standard. The variety of communal areas enables several different activities to take place and also permit residents to have some privacy if required. A passenger lift enables residents to access all parts of the building. Queensmount DS0000020454.V266329.R01.S.doc Version 5.0 Page 13 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): 28 and 30 The staff training provided ensures that the resident’s needs are met and they are in safe hands at all times. EVIDENCE: Queensmount has a comprehensive induction and foundation programme with the opportunity to undertake NVQ level 2 or 3 in care. This was confirmed by a member of staff who has just completed their NVQ level 3 in care. Of the 26 care assistants working at the home 13 have attained NVQ level 2 or 3 and 5 are planning to commence training in January 2006. Queensmount DS0000020454.V266329.R01.S.doc Version 5.0 Page 14 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 and 35 The home is run by a person who is of good character and able to discharge her responsibilities fully ensuring residents live in a home that is well managed. Systems are in place to ensure the home is run in the best interests of the residents. Residents’ personal monies are kept secure and with appropriate records ensure financial interests are safeguarded. EVIDENCE: Sheila Willis a first level registered nurse is the registered manager of the home. The registered manager has an NVQ in management and has recently undertaken a three day management leadership course. Queensmount DS0000020454.V266329.R01.S.doc Version 5.0 Page 15 All staff have job descriptions and as part of their induction are introduced to the staff structure in the home and the roles and responsibilities of the management team. The manager is supported in the home by a Head of Care. The organisation has developed and implemented a quality assurance system that includes published manuals of the standards expected in all departments in the home. A customer services survey is undertaken annually by an external company. There is also a Head of Departments questionnaire to identify their views on the ethos of the company and their management style. Residents meetings are held every four to six weeks and the minutes demonstrate that they are well attended and enable residents to express their views and that they are listened to. The organisation is accredited under a nationally recognised scheme as an ‘Investor in People’. Residents either handle their own affairs or are assisted by family, friends or professional advisors. A system for managing the monies of residents who have arranged for the home to hold an amount of money on their behalf is in place. The money is held in a residents’ interest bearing account. Balances are checked monthly at BUPA Head Office and interest allocated according to each residents fund total. Residents are provided with a monthly statement and invoices. This was confirmed by residents and visitors spoken with. Queensmount DS0000020454.V266329.R01.S.doc Version 5.0 Page 16 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 X 3 X X X HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 X 10 X 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 X 14 X 15 X COMPLAINTS AND PROTECTION Standard No Score 16 X 17 3 18 X X 3 X X X X X X STAFFING Standard No Score 27 X 28 3 29 X 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 4 X 3 X X X Queensmount DS0000020454.V266329.R01.S.doc Version 5.0 Page 17 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 Queensmount DS0000020454.V266329.R01.S.doc Version 5.0 Page 18 Commission for Social Care Inspection Poole Office Unit 4 New Fields Business Park Stinsford Road Poole BH17 0NF 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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