Inspection on 09/06/05 for Queensmount

This inspection was carried out on 9th June 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 17/11/05

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 9 June 2005 09:30 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. Queensmount D55 S20454 Queensmount V230612 090605 Stage 4.doc Version 1.30 Page 3 SERVICE INFORMATION Name of service Queensmount Address 18 Queens Park West Drive Bournemouth Dorset BH8 9DA 01202 391144 01202 304346 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) BUPA Care Homes (BNH) Limited No. 2079932 Mrs Sheila Willis CRH (N) - Care Home With Nursing 52 Category(ies) of OP - Old Age (52) registration, with number of places Queensmount D55 S20454 Queensmount V230612 090605 Stage 4.doc Version 1.30 Page 4 SERVICE INFORMATION Conditions of registration: 1. The home may accommodate a maximum of 43 service users who require nursing care. 2. The home may accommodate a maximum of 3 younger adults who require nursing care (age 35 years and above). 3. Rooms 111, 117, 118, 201 and 207 may be used as shared rooms. Date of last inspection 17 February 2005 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 who 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 D55 S20454 Queensmount V230612 090605 Stage 4.doc Version 1.30 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 June 2005. This inspection assessed 17 standards, there were no outstanding requirements from the previous inspection. A tour of the premises took place and three staff files and three residents care records were inspected. Eleven residents, four visitors to the home and the staff on duty were spoken with during the inspection. The inspector was assisted by Elizabeth Shacklady, Head of Care during the inspection as Sheila Willis the registered manager was unavailable. What the service does well: People considering moving into the home are provided with clear information to assist them when trying to decide if Queensmount is the right home for them. All residents have a detailed assessment and care plans are in place to ensure that their health and care needs are met. A flexible approach is taken in the running of the home. Social activities and entertainment are provided and all the residents spoken with were pleased with the variety and choice available. Residents spoken with talked about the activities they participated in and those that were not to their interest but ‘were to others’. Residents are provided with a choice of menu and a very pleasant restaurant in which to eat or alternatively they may wish to take their meals in their rooms. Residents spoken with were all very positive in their comments relating to the food provided. The home provides accommodation for residents’ that is spacious safe and maintained to a high standard. A relative commented that the home is ‘well looked after and always very clean’. The number of staff on duty and the staff training provided meet the needs of the residents. Queensmount D55 S20454 Queensmount V230612 090605 Stage 4.doc Version 1.30 Page 6 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. Queensmount D55 S20454 Queensmount V230612 090605 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 Queensmount D55 S20454 Queensmount V230612 090605 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 home does not provide intermediate care therefore standard 6 is not applicable. The systems in place ensure that the resident knows that the home they are moving into will meet their needs. EVIDENCE: Individual records are maintained for each of the residents. Inspection of the records for three residents contained a detailed pre admission assessment of care needs including information from professionals previously involved in providing their care. Discussion with staff confirmed that they were aware of the resident’s needs at the time of their admission. A letter is provided to the prospective resident advising them that following assessment the home is able to meet their needs. Queensmount D55 S20454 Queensmount V230612 090605 Stage 4.doc Version 1.30 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 standard(s) 7, 8, 9, 10 All residents have individual care plans to meet their health, personal and social needs. Residents’ health care needs are fully met and they are treated with respect and their right to privacy is upheld. Residents are protected by the policies and procedures in place for dealing with medicines. EVIDENCE: The three service user files viewed contained care plans providing sufficient detail of the care required to meet the service users needs. The inspector was able to follow service users care needs and the action taken to meet the assessed needs from pre admission to the present time by reading documentation, discussion with staff and visiting and talking to the service users. The records included input from health care services including General Practitioners, tissue viability specialist, chiropodist, optician and dentist. The residents spoken with were all in agreement that staff were aware of their needs and the help they required. One resident commented ‘they just know what I need help with’. Queensmount D55 S20454 Queensmount V230612 090605 Stage 4.doc Version 1.30 Page 10 The home has a comprehensive administration of medication procedure and the recommendations contained in the previous report have been met. Staff induction includes respecting residents privacy and dignity. This was confirmed when speaking with staff. Staff were seen knocking on doors and waiting for an answer before entering residents’ rooms. Residents spoken with said that they were always addressed in the way they had requested. Residents assessment documentation inspected included the resident’s preferred form of address. Queensmount D55 S20454 Queensmount V230612 090605 Stage 4.doc Version 1.30 Page 11 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, 13, 14 and 15 A flexible approach is taken in the running of the home and residents are helped to have a choice over their lives. Social activities provide variation and interest for the residents living in the home. Residents are able to maintain contact with their family and friends and to go out into the community if they wish and are able. Residents receive a varied and well balanced diet in pleasant surroundings. EVIDENCE: Three activities co-ordinators are employed providing activities for the individual as well as in a group setting. A personal activity file is completed for each service user containing a general assessment of the social activities they enjoy doing and those they would like to undertake together with a life biography. A record is kept of all activities the service user takes part in both structured and spontaneous. Residents are able to put forward suggestions for activities and outings during the residents meetings. Residents spoken with talked about the activities they participated in and those that were not to their interest but ‘were to others’. The book in the reception area contained the names of residents visitors to the home agreed that they are made very welcome whatever time they visit. The residents’ meeting includes relatives and friends and they are encouraged to Queensmount D55 S20454 Queensmount V230612 090605 Stage 4.doc Version 1.30 Page 12 join in the social activities held at the home. Residents were being taken out by relatives on the day of inspection. A flexible approach is taken in the running of the home. Residents spoken with all said that they choose the time they get up and go to bed, where they have their meals and how they spend the day. A menu, with a choice for each course is provided to be filled in for the following day’s meals. One resident commented that if they did not like the choices on the main menu there are always further alternatives. Queensmount has a spacious restaurant that could comfortably seat some fifty-four people and provides silver service. Service users are able to have lunch in the restaurant at times of their choosing between 12 midday and 2pm. Service users who are unable to or choose not to visit the restaurant are served meals in their own rooms. All the residents who commented on the food said it was ‘good’, ‘excellent’ and ‘there is always a choice’. The menus were inspected and found to be varied and well balanced offering at least five pieces of fruit and vegetables a day. Queensmount D55 S20454 Queensmount V230612 090605 Stage 4.doc Version 1.30 Page 13 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, 18 The systems in place provide residents with the confidence that their complaints will be listened to and acted upon. Staff training is in place to protect residents from abuse. EVIDENCE: The home has a comprehensive complaints procedure including the address of the CSCI and timescales. Residents’ spoken with said that they were aware of the procedure and what to do if they had a complaint. One resident who had cause to complain commented that ‘my complaint was dealt with and resolved very quickly’. A national agreement between BUPA and CSCI is being sought regarding BUPA’s abuse policy and its contents. Staff have received training on the prevention of abuse and this was confirmed by staff spoken with. Queensmount D55 S20454 Queensmount V230612 090605 Stage 4.doc Version 1.30 Page 14 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) 19, 26 The home is maintained to a high standard providing residents with a safe and clean environment. EVIDENCE: The accommodation for service users is spacious and of a high standard with all rooms benefiting from en-suite facilities comprising a toilet, wash hand basin and either a bath or shower. Refurbishment on the second floor is due to start in July 2005 and will include redecoration, new carpets, curtains and furniture in the corridors and lounges. There are no outstanding issues that have been identified by the Dorset Fire Service or the Environmental Health Office. On the day of inspection the home was clean and free from offensive odours. The cleanliness of the premises and the laundry is the responsibility of the housekeeping team. Discussion with staff evidenced that as a group of staff they meet regularly to discuss issues relevant to them. There are contracts in Queensmount D55 S20454 Queensmount V230612 090605 Stage 4.doc Version 1.30 Page 15 place for the collection of clinical waste. Residents spoken with were all very positive when talking about the laundry service provided. A relative commented that the home is ‘well looked after and always very clean’. Queensmount D55 S20454 Queensmount V230612 090605 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, 29 and 30 The levels of staffing and the staff training provided meet the needs of the residents. Appropriate checks are being undertaken prior to the member of staff commencing employment to ensure residents are supported and protected. EVIDENCE: The duty rota demonstrated that for the dependency level of the forty three residents the provision of registered nurses and care staff was adequate. In addition the Registered Manager is totally supernumerary and the Head of Care has three supernumerary days per week. Additional staff are employed to provide the ‘hotel and catering services’ in the home. Residents spoken with agreed that staff are there when needed. The three staff files inspected all contained the relevant documentation and checks required including a satisfactory enhanced Criminal Records Bureau or POVA first check prior to the member of staff commencing employment. Queensmount has a comprehensive induction and foundation programme with the opportunity to undertake NVQ level 2 in care. This was confirmed by viewing documentation and in discussion with staff. One member of staff said ‘the home are very good at providing training there is a lot available’. Queensmount D55 S20454 Queensmount V230612 090605 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) 38 Systems are in place to ensure that the health and safety of residents are protected. EVIDENCE: A health and safety committee meets regularly. There is a health and safety statement and comprehensive health and safety policies and procedures. Health and safety posters are displayed in the staff room and risk assessments have been undertaken of working practices. COSHH data sheets are available and all potentially hazardous chemicals are kept secure in locked cupboards. Records are being maintained of all accidents and a monthly audit undertaken. Queensmount D55 S20454 Queensmount V230612 090605 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 3 x x x 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 4 COMPLAINTS AND PROTECTION 3 x x x x x x 3 STAFFING Standard No Score 27 3 28 x 29 3 30 3 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 3 Queensmount D55 S20454 Queensmount V230612 090605 Stage 4.doc Version 1.30 Page 19 no 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 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. 1. Refer to Standard Good Practice Recommendations Queensmount D55 S20454 Queensmount V230612 090605 Stage 4.doc Version 1.30 Page 20 Commission for Social Care Inspection Unit 4 New Fields Business Park Stinsford Road Poole Dorset 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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