Inspection on 21/04/07 for The Glen

This inspection was carried out on 21st April 2007.

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

The Glen 20/12/05

The Glen 02/06/05

The Glen 30/11/04

The Glen 04/05/04

The Glen 05/02/04

Similar services:

Thorndene

Insight - Eastchurch

Southfields

Magenta

Seabourne House

33 St John`s Church Road

Dovedale Court

Lyncol House

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

CARE HOME ADULTS 18-65 The Glen 162 Folkestone Road Dover Kent CT17 9SN Lead Inspector Mrs Penny McMullan Key Unannounced Inspection 24th April 2007 09:15 The Glen DS0000023601.V336303.R01.S.doc Version 5.2 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 The Glen DS0000023601.V336303.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 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. The Glen DS0000023601.V336303.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service The Glen Address 162 Folkestone Road Dover Kent CT17 9SN 01304 330133 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) Learning Disabilities Care (Dover) Ltd Mrs Jennifer Penelope Marsh Care Home 8 Category(ies) of Learning disability (8) registration, with number of places The Glen DS0000023601.V336303.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 20th December 2005 Brief Description of the Service: The Glen is a large detached house standing in Folkestone Road, Dover, a local bus service runs along this road, and the main line train station is situated approximately half a mile down the road. Dover town centre is approximately two miles from the home. The house stands on a fairly large plot, with a large garden area to the rear of the property, the car parking facilities are also situated outside the garden area to the rear of the property. The Glen is registered to provide accommodation and care to 8 adults with a learning disability. Accommodation in the home is situated over three floors, the ground floor offers a communal lounge, dining room and kitchen, and two bedrooms, one with en suite facilities. Bedrooms are located on all three floors. One of the bedrooms on the second floor is en-suite. The current fees for the service at the time of the visit are £1000 to £1800 per week, this fee can be increased to the assessed needs of service users. There are additional charges for chiropidy, hairdressing, aromotherpay, newspapers and toiletries. Information on the homes services and the CSCI reports for prospective service users/relatives will be referred to in the Statement of Purpose and Service User Guide. This information is also included with quality assurance questionnaires which are forwarded to residents, relatives and other stakeholders. The email adress for the service is: lara@ldcdover.co.uk The Glen DS0000023601.V336303.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This report is based on evidence gained from a pre-inspection questionnaire completed by the home; comment cards received from service users, families, and visiting professionals; and a site visit of 7 hours to the home. The site visit includes talking to service users, staff, the Registered Manager; a partial tour of the building; inspection of records; and various observations. The management and staff at the home continue to be committed to providing a high quality of care to the residents. The requirements from the last inspection have been met and there are no requirements or recommendations made in this report. The staff in the home supported the resident’s to complete the surveys and overall there are positive responses to the care being provided in the home. Comments are as follows: ‘I am happy at The Glen’ and ‘I am happy and settled in my home’. . What the service does well: Comments taken from the agency’s questionnaires/visits to people who receive services included: Relative comments: ‘I am quite happy with all aspects of The Glen with regard to my daughters care.’ My daughter is treated as an individual at all times. She has developed very well since being at The Glen’. Health Care Professional comment ‘The home manages the residents well’ Staff comments: ‘The home puts residents first to ensure they have a good quality of life’, the home provides meaningful activities and lots of holidays’ ‘we strive to keep the environment to a homely standard with personalised rooms’ ‘the home made me feel welcome when I came to work here, we provide a good standard of care in a homely atmosphere for residents’ The home has exceeded the National Minimum Standards in some areas and this information is included in the report as excellent outcomes for service users. The Glen DS0000023601.V336303.R01.S.doc Version 5.2 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. The summary of this inspection report can be made available in other formats on request. The Glen DS0000023601.V336303.R01.S.doc Version 5.2 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 The Glen DS0000023601.V336303.R01.S.doc Version 5.2 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. JUDGEMENT – we looked at outcomes for the following standard(s): 2 Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. Arrangements are in place to carry out a detailed and through assessments of needs of residents prior to admission to the home to ensure that all care needs will be met. EVIDENCE: The manager and deputy carry out the assessment of needs for prospective residents. They visit the person and carry out an initial assessment. This includes thinking about the compatibility with other residents, discussing and recording all aspects of daily life and personal care. Assessments by care management or other health care professionals are also included. This ensures that home has a good understanding of a person’s needs before they move in. The Glen DS0000023601.V336303.R01.S.doc Version 5.2 Page 9 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. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. There is a consistent care planning system in place to provide staff with the information they need to meet resident’s needs. The staff ensure that residents rights and choices are promoted and residents are supported to take responsible risks within the homes risk assessment management strategy. EVIDENCE: The care plans give detailed information with regard to all areas of health and social care. The plans include information from multi agencies including the positive behavioural team who with the home carry out detailed assessments of resident’s behaviour and needs. The assessment is a detailed process for each individual and forms a positive interaction profile. The home is in the process of implementing the profiles for each service user. The document is person centred in all provides excellent guidelines for staff to understand and meet resident’s needs. Picture cards, drawings and books are used to ensure The Glen DS0000023601.V336303.R01.S.doc Version 5.2 Page 10 residents are able to understand parts of their individual plan and comprehensive daily reports are completed, which include all daily activities. Staff support residents to make their own decisions by discussion and asking them what they wish to do, remaining sensitively with them to provide assistance when needed. Resident’s surveyed indicate that they are able to do what they want during the day/evenings and weekends. The home has implemented risk assessments for all aspects of daily life; including activities and the environment, however at the time of the inspection there were no moving and handling risk assessments in place. Staff are able to demonstrate their knowledge of providing assistance with moving and handling and have been appropriately trained, however there were no written guidelines for a safe practice of work. Before completion of this report the Manager has provided the moving and handling risk assessments to the Commission and therefore a requirement has not been given in this report. Some residents are aware of their limitations with regard to risk assessment and are supported through these issues. The Glen DS0000023601.V336303.R01.S.doc Version 5.2 Page 11 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. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,15,16,17 Quality in this outcome area is excellent This judgement has been made using available evidence including a visit to this service. Residents are supported and encouraged to take part in activities of their choice and are able to maintain family contact and assisted to exercise choice over their lives. Nutrition is well managed, promoting health eating with choice and variety. EVIDENCE: The current residents are unable to participate in employment opportunities, however the home actively seeks to provide activities, which are meaningful and stimulating. One resident is able to attend the local college weekly. The home has a planned flexible activity programme, which is structured around service users wishes and choices. The Glen DS0000023601.V336303.R01.S.doc Version 5.2 Page 12 Residents have access to the local community on a daily basis; they visit the local shops and go to Dover town centre shopping. Some residents enjoy walking and going to the local pub. The Manager says the residents are well known and supported in the local vicinity. There are many day trips organised and holidays arranged each year. There is a trampoline and swimming pool in the garden. Residents can use public transport and a car is made available for other outings. Visits from family are recorded and some of the service users are able to go home for home visits. Residents from the sister homes visit The Glen and enjoy using the facilities and socialising. Visitors are welcome in the home and can see their relative in their rooms, lounge, dining area in private. Meals eaten are recoded on the daily reports and staff say they always offer an alternative when the resident wishes. There are currently no special dietary requirements however residents are encouraged and supported individually to maintain a healthy diet. Pictures are used to demonstrate daily menus. Residents have the opportunity to have take away meals or visit the local restaurants/cafes in Dover. The Glen DS0000023601.V336303.R01.S.doc Version 5.2 Page 13 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. JUDGEMENT – we looked at outcomes for the following standard(s): 18,19,20 Quality in this outcome area is excellent This judgement has been made using available evidence including a visit to this service. The health needs of Service Users are met with evidence of good multi disciplinary working taking place on a regular basis. Personal care is offered in a way protect Service Users privacy and dignity and promote independence and the medication at this home is well managed promoting good health. EVIDENCE: Staff promote residents privacy and dignity at all times. Staff also support residents to treat each other with privacy and dignity encouraging them to knock before entering each other’s room. Personal care needs and preferences are clearly detailed in the care plan plan. Gender issues have been addressed and the home ensures that there is a balance of male/female staff on duty at all times. All of the necessary equipment is provided to support residents with their daily lives. The staff demonstrated their knowledge and understanding of meeting resident’s needs. The Glen DS0000023601.V336303.R01.S.doc Version 5.2 Page 14 The health care needs of the residents are monitored through the care plan, which is detailed and thorough. The home accesses the required health care specialist input and has received specific training from the Positive Support Team re individual behaviour issues. Residents who are able are taken to the dentist, local optician and chiropodist. Risk assessments with guidelines for staff are in place for all complex health issues. A survey from a health care professional indicates that the individual’s health care needs are always met by the care service. The management of medication in the home is very good with clear guidelines for homely remedies, and specific medication requirements. The administration of medication is checked on a daily basis, records are in good order and medication is appropriately stored. All staff administering the medication have received training. The home needs to ensure that all handwritten entries on the medication administration sheets is countersigned to reduce the risk of error, the home has taken action to address this issue therefore no requirement has been made in this report. The Glen DS0000023601.V336303.R01.S.doc Version 5.2 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. JUDGEMENT – we looked at outcomes for the following standard(s): 22,23 Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. The home has a satisfactory complaints system and arrangements are in place to ensure service users are safeguarded from harm. EVIDENCE: The complaints procedure is part of the service user guide and is in a pictorial format. All surveys from Residents, Care Manager and relatives indicate they do not have any complaints. There is a complaints book in place where all concerns are recorded and actioned. Currently two service users have advocacy services. The home has an Adult Protection Policy, which includes whistle blowing, and all staff have received Adult Protection training, which includes physical and verbal aggression. Each service user has an inventory of their belongings and staff have received POVA first checks. There are financial systems in place to record service users monies. The Glen DS0000023601.V336303.R01.S.doc Version 5.2 Page 16 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. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. The standard and cleanliness of the environment within the home is very good providing people with an attractive, safe and homely place to live. EVIDENCE: The home is well maintained and decorated to a good standard. There is an on going programme of maintenance and redecoration. The home is clean and tidy and individual bedrooms are very personalised to service user choices and preferences. There are adaptations to maintain and maximise independence like assisted baths and hoists. The back garden is secure with a trampoline, swimming pool, gazebo, and seating. Residents enjoy being in the garden and using the facilities, which is accessible to wheelchair users. There are sufficient laundry facilities in place and all staff have received training in infection control. There are procedures in pace to reduce the risk of infection and there are no offensive odours in the home. The Glen DS0000023601.V336303.R01.S.doc Version 5.2 Page 17 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. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. The residents receive care from qualified, competent, well trained staff that have been appropriately vetted. EVIDENCE: The Deputy Manager has the skills and a qualifications required to manage the home and is supported well by the Registered Manager of The Glen and also from Lara Marsh the Registered Manager of Little Glen and Reddington House. The staff team are also well trained with some members of staff being employed and established in the home for some considerable time. The staff demonstrated their knowledge and awareness of the changing needs of the residents. Staff know the residents and have acquired the skills to communicate on an individual basis, some using makaton and visual signs. The home ensures there is sufficient staff on duty to meet the needs of the residents. Over 50 of staff hold NVQ 2 and above and there is an ongoing NVQ programme in place. The Glen DS0000023601.V336303.R01.S.doc Version 5.2 Page 18 The recruitment process in the home is thorough, staff files contain references, POVA first and Criminal Record Bureau checks, and all other relevant documents. The induction programme has improved since the last inspection, and is now in line with Skills for Care. All staff have received mandatory training and further updates in moving and handling are being arranged. There is an ongoing training programme and staff can access any specialist training required to meet the individual needs of the residents. The Glen DS0000023601.V336303.R01.S.doc Version 5.2 Page 19 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. JUDGEMENT – we looked at outcomes for the following standard(s): 37.39.42 Quality in this outcome area is excellent This judgement has been made using available evidence including a visit to this service. The home is well managed and run in the best interests of service users. Health and safety of all is protected and resident’s finances safeguarded. EVIDENCE: The Registered Manager and deputy Manager are qualified competent and experienced and effectively manage the home. Staff say they are supported well by the management team. The staff are working well as a team and are committed to the home being run in the best interests of the service users. The atmosphere in the home is positive and enthusiastic providing good quality care to the residents. The Glen DS0000023601.V336303.R01.S.doc Version 5.2 Page 20 A Quality Assurance system is in place and the home is in the process of developing the programme to include all stakeholders, visitors and relatives. Resident meetings are held and questionnaires in a picture format have been completed. Staff supervision is also in place and staff are aware of the importance of listening to the residents choices and wishes. A sample of the safety checks was carried out and accidents have been recorded appropriately and action taken. The fire book was in good and weekly fire tests have been completed. The home has completed a new fire risk assessment. Environmental risk assessments are also in place. Mandatory training has been provided for all staff and the induction for new staff is in line with Skills for Care. The Glen DS0000023601.V336303.R01.S.doc Version 5.2 Page 21 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 “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 X 2 3 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 3 25 X 26 X 27 X 28 X 29 X 30 3 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 3 X 3 X LIFESTYLES Standard No Score 11 X 12 3 13 4 14 X 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 4 3 X 4 X 3 X X 3 X The Glen DS0000023601.V336303.R01.S.doc Version 5.2 Page 22 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 The Glen DS0000023601.V336303.R01.S.doc Version 5.2 Page 23 Commission for Social Care Inspection Maidstone Local Office The Oast Hermitage Court Hermitage Lane Maidstone ME16 9NT National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 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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