Inspection on 01/03/06 for Respond

This inspection was carried out on 1st March 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

Respond 16/03/07

Respond 16/10/05

Respond 22/03/05

Similar services:

Hillview Farm

Dalewood Respite Care

Orchard,The

REACH Upton Court Road

Fairways

Treloar College

Kestrel House, St Anne`s Opportunity Centre,

Pinta

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

CARE HOME ADULTS 18-65 Respond 3 Priors Close St Laurence Way Slough Berkshire SL1 2BQ Lead Inspector Julie Willis Unannounced Inspection 1st March 2006 10:15 DS0000031734.V279767.R01.S.doc Version 5.1 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 DS0000031734.V279767.R01.S.doc Version 5.1 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Adults 18-65. 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. DS0000031734.V279767.R01.S.doc Version 5.1 Page 3 SERVICE INFORMATION Name of service Respond Address 3 Priors Close St Laurence Way Slough Berkshire SL1 2BQ 01753 554435 01753 554435 paul.nicoll@slough.gov.uk 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) Slough Borough Council Mr Paul Raymond Nicoll Care Home 8 Category(ies) of Learning disability (8) registration, with number of places DS0000031734.V279767.R01.S.doc Version 5.1 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 16th October 2005 Brief Description of the Service: Respond provides planned and emergency respite care for service users and their carers from mainly the Slough area. Service users aged between 18 and 65 with learning and associated physical disabilities are offered a regular pattern of respite care based upon an assessment of need. A typical stay would be a weekend or midweek stay up to a period of two weeks. The service provides a specialist resource for those people with challenging behaviour. DS0000031734.V279767.R01.S.doc Version 5.1 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced inspection took place on a weekday morning and early afternoon over a period of three and a half hours. The inspector examined a number of service user records and staff files at random as part of the inspection process. The inspector had the opportunity to speak with three service users, management and staff on duty. Brief feedback was provided to the Registered Manager & Deputy at the end of inspection about the inspector’s findings. There were no requirements or recommendations arising from this inspection. What the service does well: Users of the service have produced a friendly and welcoming film, which shows new people what the home is like. The film is shown to all new admissions on the homes laptop computer. During the same pre-admission visit a report is produced in a user-friendly format, which can be easily translated into a wide range of languages. The users are well looked after by a team of professional staff who are committed and caring. Residents are supported to maintain their usual routine and are provided with a choice of leisure activities in which they may choose to take part. The home makes sure that families and friends are kept well informed about the health & welfare of users whilst they are staying at the home. The records in the home are well written, easy to understand and help staff to provide users with the right type of care. Service users are treated with dignity and respect. They are supported to make choices and decisions about their lives on a daily basis. The service is flexible and responsive to the needs of individuals. Each person’s care is tailored to meet his or her individual need. DS0000031734.V279767.R01.S.doc Version 5.1 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. DS0000031734.V279767.R01.S.doc Version 5.1 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection DS0000031734.V279767.R01.S.doc Version 5.1 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 2 The assessment of service users needs is comprehensive and holistic and ensures that their individual needs will be met effectively by the home. EVIDENCE: Since the last inspection a new laptop has been purchased by the home, which enables staff to fully assess the needs of prospective service users in a clear and consistent manner. The staff carrying out the assessment complete the documentation stored on the laptop with the service user and their family or advocates in the users own home. The service user is shown a promotional DVD on the laptop, which has been produced by current service users and provides a visual picture of life at the home. It gives an overview of service users experiences and satisfaction with the quality of the service provided. This has proven a most successful tool in practice and staff say that service users are happy to engage fully in the assessment process in this way. Examination of the pre-admission assessment evidenced that service users needs were gathered holistically. Details of the users health and personal care needs as well as their personal preferences in relation to choice of activities, lifestyle and nutrition were recorded in an effective way. The report produced from the laptop is available in a user-friendly pictorial format as well as written word. The report can be downloaded and translated into a number of different DS0000031734.V279767.R01.S.doc Version 5.1 Page 9 languages for users whose first language is not English. The information gathered pre-admission forms the basis of the care plan. DS0000031734.V279767.R01.S.doc Version 5.1 Page 10 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 6 Service user plans were well documented and provided sufficient information for staff to provide the appropriate care. EVIDENCE: Examination of care documentation in relation to 4 users evidenced that service user plans encompassed users personal and health care, social activities, specialist needs and behaviour management guidelines in an effective way. The care plan process afforded users meaningful involvement in the way their care was delivered particularly since the home has introduced person-centred planning. The majority of care plans have been signed by the service user and all have been produced in a user-friendly visual format to aid clarity and understanding by users of the service. A key worker system is in place and service users benefit as a result of the continuity of care that this system provides. DS0000031734.V279767.R01.S.doc Version 5.1 Page 11 The inspector had the opportunity to speak to three service users who confirmed that the home was meeting their needs satisfactorily. One user said that he always came to the centre when he needed support and found friendly staff on hand to give advice and provide assistance when needed. Another user attends the home weekly to use the bathing facilities and to have lunch. He said that staff “were very kind” and he “enjoyed visiting” as it provided him with a point of contact and he could ask advice when he needed it. DS0000031734.V279767.R01.S.doc Version 5.1 Page 12 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 13, 15 Service users take part in a wide range of activities and leisure pursuits that provide opportunities for personal development and growth and integrate users with the local community. Service users are encouraged to maintain and develop social contacts with family and friends as part of everyday community living. EVIDENCE: From examination of the care files and activity schedules for individual users it is evident that service users are provided with a range of stimulating activities, which encourage independence and the acquisition of life skills. Service users are involved with the shopping, cooking, cleaning and laundry activities in the home and this is a well-documented part of their individual care plan. Involvement in the tasks of daily living help to develop the resident’s level of independence and personal autonomy. All users attend local day services as part of their activity programme. At the time of inspection the majority of users were accessing local services and day DS0000031734.V279767.R01.S.doc Version 5.1 Page 13 centres. One user told the inspector that he prefers to spend time playing computer games in his room whilst resident and that he also enjoyed visits to the local pub, cinemas and other leisure facilities that were on offer at the home. Community use is promoted and service users are frequent attendees of local shops, sports facilities, cinemas, pubs and restaurants. Transportation to activities is either by the house vehicle or local public transport. Commonly service users walk into town supported by members of the staff team. Service users are encouraged to maintain their relationships with family and friends whilst resident. Records indicate that users keep in regular contact with their family by phone and in correspondence. Several users have developed close and lasting relationships with other users at the home and it is clear that relationships have developed with the staff team that are valued by users. DS0000031734.V279767.R01.S.doc Version 5.1 Page 14 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 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 Service users physical and personal support needs are well met by a caring and well-trained staff team. EVIDENCE: From examination of care records it is evident that service users physical and personal care needs are well met by the home. All care given is documented fully in the daily diaries and records validate the content of care plans. Observation of staff and service user interaction demonstrated that care was provided in a manner, which maintained the users right to dignity, privacy, independence and choice. Staff support users to attend regular appointments with healthcare professionals. Service users that attend Respond for respite care remain registered with their own GP. If they become ill whilst resident and are not in their own doctor’s catchment area the user will be taken to the NHS Walk-in Clinic at Upton Park Hospital for further medical assistance. The outcome of these appointments are appropriately recorded in the daily records and healthcare charts. DS0000031734.V279767.R01.S.doc Version 5.1 Page 15 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 22, 23 The home has a clear accessible complaints policy and procedure where users concerns will be listened to and acted upon. Service users are protected from abuse and exploitation by the homes policies and procedures EVIDENCE: Service users have access to the complaint procedure, which is explicit in the Service User Guide and has been produced in a user-friendly format. There have been 3 complaints recorded by the home in the past year. All were well documented, thoroughly investigated and satisfactory outcomes were provided to complainants. Discussion with the Manager and staff indicated that feedback is actively sought from service users and their families on a regular basis. After the first visit to the home the key worker will phone the family to see how the family and user viewed the respite period. This is a pro-active part of the quality assurance process and helps to remedy problems in a timely fashion and to reduce the number of complaints made to the home overall. All staff receive training in the protection of vulnerable adults and are made aware of their responsibilities in relation to whistle blowing. Protection of Adults is a core module in staff induction and foundation training and National Vocational Qualifications at levels 2, 3 & 4. The training profile for the home indicates that all staff receive annual refresher training in adult protection as part of their mandatory training. DS0000031734.V279767.R01.S.doc Version 5.1 Page 16 The inspector spoke to a user who confirmed that “he always felt safe” at the home and knew that any concerns raised would be taken seriously by staff and management. DS0000031734.V279767.R01.S.doc Version 5.1 Page 17 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): None of the above standards were fully inspected on this occasion. EVIDENCE: None of the above standards were fully inspected on this occasion. DS0000031734.V279767.R01.S.doc Version 5.1 Page 18 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 32, 34, 35 Staff individually and collectively were able to demonstrate that they had the skills, knowledge and experience to meet the needs of the users effectively. The service users benefit from being cared for by properly recruited and trained staff in sufficient numbers to effectively meet their needs. EVIDENCE: The staff team were able to effectively demonstrate that they have the necessary skills and experience to effectively meet the needs of service users in their care. Observation of care practice concluded that staff on duty had an in-depth knowledge and understanding of the individual needs of service users. The teams approach to managing care needs was professional and based on establishing good practice underpinned by ‘John O’Brien’s five accomplishments’ of ordinary living. These enable service users to develop new skills and maximise their quality of life whilst in residence. Staffing levels are adequate and staff are flexibly deployed to meet the needs of the service users accommodated at different times. This could mean that service users are provided with one-to-one or two-to-one care, as their level of need requires. Occasionally resident numbers are reduced to accommodate users with specific needs or behaviours that may challenge the service. The DS0000031734.V279767.R01.S.doc Version 5.1 Page 19 staff team pride themselves on being able to meet the needs of all users by providing a flexible and tailored package of care. Examination of the staff training files for 2 of the most recent employees indicated that staff were appropriately inducted and trained. All new staff are fully inducted into the homes policies and procedures using a ‘buddy system’ and attend a 5-day corporate induction course at the Town Hall. Foundation training to Sector Skills Council standard follows for all newly appointed staff. From discussions with staff it was clear that staff have a good understanding of how their individual role benefits the work of the team and a thorough knowledge of the key values that underpin their work with service users. Staff are offered opportunities to gain qualifications to further enhance their knowledge and skills such as National Vocational Qualifications at level 3 & 4 And there was evidence that a number of staff have enrolled on this training or have already achieved the qualification. All staff are provided with refresher training at regular intervals, in core skills such as fire safety awareness, health & safety, first aid, protection of adults, manual handling and infection control to ensure service user safety. It is clear that the service is valued by its users and their families. The compliments book was full of letters of thanks and appreciation. Service users were highly complimentary about the quality of the staff at the home. They said that the staff were “kind” and “helpful”. DS0000031734.V279767.R01.S.doc Version 5.1 Page 20 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. 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 are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 37, 39 Service users benefit from living in a well managed home where management are qualified and competent and demonstrate effective leadership skills. There is an effective quality assurance system in place, which seeks the views of service users and their families. EVIDENCE: The current management structure is sufficient to enable the home to function effectively and to deal with the complexities of such a diverse and critical service. The Registered Manager is widely experienced, has a Certificate in Social Services, a CMS (Certificate in Management Studies) and is a Practice Teacher for Student Social Workers. The Manager has also achieved the Registered Managers Award to further enhance his skills and competence. DS0000031734.V279767.R01.S.doc Version 5.1 Page 21 The Deputy Manager has an NVQ 3 and is near completion of the NVQ 4 in care. The Manager and Deputy are supported by a team of nine Residential Care Officers, a clerical assistant, night staff and agency staff who are employed on contract to provide continuity for residents. The process of managing the home is open and transparent. Staff feel that they are provided with opportunities to express their views on a daily basis and to feel included in the way the service is delivered. The home has carried out a satisfaction survey with service users and their relatives. The response has concluded that the home provides a valuable service to its users. The monthly proprietor visit reports demonstrate a consistently high standard of care is provided at this home and that care is provided flexibly to meet the needs of its users. Examination of the minutes of service user meetings indicated that they are held weekly and are entirely user focused. Service users are involved in the menu plans, activities and daily running of the home within their individual capabilities. There was evidence that staff try to gauge the response to issues of those residents who are non-verbal and record their responses appropriately. DS0000031734.V279767.R01.S.doc Version 5.1 Page 22 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 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 “ ” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 x 2 4 3 x 4 x 5 x INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 3 ENVIRONMENT Standard No Score 24 x 25 x 26 x 27 x 28 x 29 x 30 x STAFFING Standard No Score 31 x 32 3 33 x 34 3 35 3 36 x CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 x x x x LIFESTYLES Standard No Score 11 x 12 x 13 3 14 x 15 3 16 x 17 x PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score x 3 x x 3 x 3 x x x x DS0000031734.V279767.R01.S.doc Version 5.1 Page 23 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. 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 DS0000031734.V279767.R01.S.doc Version 5.1 Page 24 Commission for Social Care Inspection Berkshire Office 2nd Floor 1015 Arlington Business Park Theale, Berks RG7 4SA 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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