Inspection on 08/11/06 for The Glen Residential Home

This inspection was carried out on 8th November 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

The Glen Residential Home 02/02/09

The Glen Residential Home 28/10/05

The Glen Residential Home 20/06/05

The Glen Residential Home 12/01/05

The Glen Residential Home 23/08/04

Similar services:

Byars Care Home

St Marys Nursing Home

Bramble Lodge

Parkmanor Residential Home

Thornham Grove

Hunter`s Lodge

London Road Neurological and Specialist Care Unit

Carlton Care Home

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

CARE HOMES FOR OLDER PEOPLE The Glen Residential Home 20 Groby Road Glenfield Leicester Leicestershire LE3 8GJ Lead Inspector Lee West Unannounced Inspection 8th November 2006 11:00 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 The Glen Residential Home DS0000001665.V318340.R02.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. The Glen Residential Home DS0000001665.V318340.R02.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service The Glen Residential Home Address 20 Groby Road Glenfield Leicester Leicestershire LE3 8GJ 0116 2871165 0116 2871165 theglen.jennifern@virgin.net 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) Mrs Jennie Neale Mrs Jennie Neale Care Home 4 Category(ies) of Old age, not falling within any other category registration, with number (4) of places The Glen Residential Home DS0000001665.V318340.R02.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: none Date of last inspection 28th October 2005 Brief Description of the Service: The Glen is a large, detached house, situated on a slip road off a busy thoroughfare in Glenfield, on the outskirts of Leicester. It does not stand out from its neighbours. Accommodating four older people, it is also home to the registered person and a friendly German Shepherd dog, Jessie. It is commended for the very homely environment which it creates for its residents. All areas of the home are decorated and furnished to a high standard. There are four single bedrooms, three of which are en suite, a comfortable lounge, dining room and pleasant conservatory and a very large, easily accessed, secluded rear garden with patio area. The front driveway of the home provides off road car parking space for several cars. Fees range between £334 and £348 dependent on level of care needs. The Glen Residential Home DS0000001665.V318340.R02.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This was an unannounced inspection, which took place over a period of 4 hours, with carers assisting and supplying information as the registered manager was not available. The method used was Case Tracking where Service users were spoken with about their experiences and expectations of living at the home. Analysis of the records, talking with staff, to establish that those living at the home have their needs met, their health and welfare maintained appropriately and a tour of the premises completes the process. As there are only 4 service users, and only four carers present, all were spoken with to discover their experiences and expectations of living and working in the home. Jessie, the German Shepherd, a gentle, friendly dog, is an established member of this home and interaction between her and the service users and staff was observed throughout the inspection. What the service does well: “This place is fantastic,” said one service user. “I come from a home with dogs and Jessie is delightful” “I love having my nails painted,” and “The food in here is really good,” were some quotes from the service users. Interactions were seen to be positive and supportive. Each person was treated with respect and individual interests were encouraged. “I love gardening and as soon as Jennie heard this she organised things for me,” said one service user. Jessie, the dog, was an integral part of the establishment and was observed to be very gentle around everyone. The Glen Residential Home DS0000001665.V318340.R02.S.doc Version 5.2 Page 6 The food was plentiful and looked appetising and nourishing. All the service users said how much they enjoyed being at The Glen and that they were able to make choices in all aspects of their lives. “Thanks goodness I ended up here” said one service user. 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 Residential Home DS0000001665.V318340.R02.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection The Glen Residential Home DS0000001665.V318340.R02.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 3, 5, 6 Quality in this outcome area is excellent This judgement has been made using available evidence including a visit to this service. Service users have the opportunity to assess the quality and facilities of the home and their needs assessed. None of the service users are referred for intermediate care. EVIDENCE: “My friends found this place for me and I was able to visit before I made the decision to come here,” said one service user. Another also confirmed that they were encouraged to visit and assess whether the home was appropriate. Social Care workers carry out the individual care assessments, and, records were seen of the assessment also carried out by the keyworker, following admission. The Glen Residential Home DS0000001665.V318340.R02.S.doc Version 5.2 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. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9, 10, Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The service user’s care needs are set out in an individual care plan, but actions are not clearly set out. Medicines are kept appropriately secure, but the Medicines Administration Records require some improvement. The service users are treated with respect and their privacy and dignity are upheld. EVIDENCE: Care plans for each service user were checked. There was evidence seen of assessment of need and risk assessments. The keyworker assessment identified the assistance required but did not clearly show, within the plan, the actions needed, to provide this assistance. Service users spoken with said they were very happy with the level of help they receive from the staff. The Glen Residential Home DS0000001665.V318340.R02.S.doc Version 5.2 Page 10 “They help me, whatever I need.” “I love to have my nails done and they sit and do them for me.” All medicines were stored correctly within a locked cabinet. The Medicines Recording Documents, prepared by the manager, were signed appropriately when medication was given. However, the list of medication, dosages and administration instructions at the top of each sheet were not clear. This could lead to misinterpretation of the instructions. All the blister packs, bottles and tubes of medicines had pharmacy labels on them, taken from the monthly prescription sheets. This information was transferred to the sheets prepared by the manager, but not signed. The start and end date of some medication was between two medicines, which could lead to the wrong medication being given or withdrawn. Although all the staff spoken with were aware of which medication the dates related to . There was another chart showing eye drops prescribed, but did not mention which eye was to have the drops administered. All the service users spoken with were very happy with the way they were treated by the staff and all said that they felt respected and privacy was always maintained. Being a small home, the interactions between the staff and service users was very friendly and family orientated. The atmosphere observed was courteous and staff and service users had a positive and supportive rapport. The staff were observed treating the service users with sensitivity and respect. Their privacy was maintained and staff “always knock on my door”. The service users all had very different abilities and disabilities and service users said that they felt their individual needs and wishes were respected. The Glen Residential Home DS0000001665.V318340.R02.S.doc Version 5.2 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. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14, 15 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. The lifestyle within the home meets the expectations and preferences of the service users. Contact with family and friends is actively encouraged and service users are helped to maintain control over their lives. A nutritious, appealing and balanced diet is provided within pleasant surroundings. EVIDENCE: All four service users spoken with said they were satisfied with the lifestyle in the home. “I can stay in my room all day if I want”. “When the manager knew I had an interest in gardening, the greenhouse was organised for me to work in,” were comments made by service users. During the inspection, staff were assisting service users with their recreational interests. A game of droughts was being played, a service user’s hair was being permed and facilities had been set out for a giant jigsaw, which was being completed by one of the service users. The Glen Residential Home DS0000001665.V318340.R02.S.doc Version 5.2 Page 12 Jessie, the German Shepherd, was an integral part of this lifestyle. All the service users were seen petting the dog and she responded well to them all. Service users said, “Jessie is one of the main reasons I am here, I have always been surrounded by dogs.” “Sadly the little dog died recently, but Jessie is lovely and friendly.” All the service users spoken with confirmed that they were given opportunities to make their own decisions in all aspects of their lives. This was observed during the visit, as staff and service users interacted. The meal served appeared wholesome and nutritious. Chicken pie, potatoes and fresh vegetables, followed by bread and butter pudding and custard was the lunchtime meal observed. The dining room was set out comfortably and reflected a domestic dining area. The food on the menus was traditionally English, which the service users all said was what they preferred. “Its lovely to have good, honest, well-cooked proper food,” was one response. Individual tastes were catered for, with staff asking service users if they were happy what was being offered and changes made when requested. “I really look forward to fish and chips on Friday,” said one service user. They all said they enjoyed the home cooked food and there was always sufficient to eat. Drinks were offered frequently and a variety of drinks was available for everyone. The Glen Residential Home DS0000001665.V318340.R02.S.doc Version 5.2 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. JUDGEMENT – we looked at outcomes for the following standard(s): 16, 17, 18 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Complaints are taken seriously. Service users legal rights are encouraged. Staff were unsure of the Safeguarding Adults procedures. EVIDENCE: Service users said that they had no complaints, but if they had they were sure that the manager would take them seriously. There was a complaints procedure available for service users and visitors. Service users said that they were regularly asked if there was any way things could be improved, which they said helped them feel well cared for and that any complaints would be listened to. Service users spoken with said that they were encouraged to vote in local and national elections. “I always use my vote,” said one service user. Service users said that they felt safe and protected and the staff and service user interactions observed appeared to confirm this. However, on speaking to the staff, they were unclear on the procedures to follow should there be any incidence of abuse. They confirmed that they had learnt about abuse whilst undertaking the National Vocational Qualifications, but not had any specific Safeguarding Adults training. The Glen Residential Home DS0000001665.V318340.R02.S.doc Version 5.2 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. JUDGEMENT – we looked at outcomes for the following standard(s): 19, 20, 21, 23, 24, 25, 26 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. The home provides a high standard of well-maintained, pleasant, comfortable and homely accommodation. With exceptionally well-maintained and pleasant rear garden. There are sufficient toilet and washing facilities and all areas of the home are clean and hygienic. The service user’s rooms are comfortable, contain personal possessions and suit the individual’s needs. EVIDENCE: The home was well-maintained, decorated and furnished to a high standard, creating a comfortable, homely atmosphere. “Just like home,” as some of the service users said. The Glen Residential Home DS0000001665.V318340.R02.S.doc Version 5.2 Page 15 There was a stairlift fitted to the first floor, enabling all to have access to the bedrooms. All the rooms were furnished to a high standard and all service users’ private rooms had personal possessions, which reflect the individual interests and lifestyles. Some of the rooms had large picture windows, with a view of the large back garden area. Three rooms had en-suite facilities, which were clean and well maintained. The bathroom and shower were also clean, hygienic and maintained to a high standard. All the service users spoken with said that they were very happy with the accommodation provided, “I am lucky to have ended up here,” one commented. There was a large conservatory leading from the dining room into the back garden. The dog was kept in the conservatory during mealtimes and not allowed into the kitchen areas to avoid tripping over her, but also to ensure food hygiene regulations are maintained. Child safety gates are used to make sure this happens. The Glen Residential Home DS0000001665.V318340.R02.S.doc Version 5.2 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 consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29, 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The staff numbers and skill mix meet the needs of the service users and staff are competent to do their jobs and receive training in most areas for this. Service users are safe, but staff are unclear of protection of vulnerable adults procedures. Recruitment practices could not be evidenced during this visit as not able to access staff files. EVIDENCE: During the inspection there were two carers on duty at all times. All four staff members attended Fire Safety training during the day. Two went in the morning and two in the afternoon. The staff spoken with all said that they do receive training, and certificates were visible on the wall in the hallway, which reflected this. The staff were asked about their role in safeguarding adults and none could initially state what their role would be if abuse was suspected. They all confirmed that they would report it to the manager, but were not aware of what to do when the manager was not present. The Glen Residential Home DS0000001665.V318340.R02.S.doc Version 5.2 Page 17 Service users said that they all feel very safe and secure in the home. They all said that the staff treat them with respect and, “are very kind”. “We are really just a big family and no-one would hurt anyone else,” was another comment. There have been no new members of staff since the last inspection, when no issues were raised about recruitment practices. However, the staff files could not be accessed because the key could not be found, to reinforce this. The Glen Residential Home DS0000001665.V318340.R02.S.doc Version 5.2 Page 18 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. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 32, 33, 35, 38 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. The home has a registered manager who takes her responsibilities seriously. The home is run in the best interests of the service users and their financial interests are safeguarded. All the mandatory health and safety regulations are met and welfare of staff and service users protected. EVIDENCE: Mrs. Jennie Neale, the registered manager takes her responsibilities very seriously and has completed National Vocational Qualification in Care Level 4 and also a National managers award. She has frequent discussions with the The Glen Residential Home DS0000001665.V318340.R02.S.doc Version 5.2 Page 19 service users to make sure their needs are being met, and to discover if there is any way things could be improved. This was confirmed by the service users spoken with, who said, “Jennie is always willing to listen and to change things if necessary.” One service user said that when admitted “Jennie found out I enjoyed gardening and the greenhouse and garden were at my disposal. We’ve had some runner beans to eat which we grew.” All the service users spoken with said they were happy with the financial arrangements carried out within the home, but due to the records being locked away, this could not be verified at this time. However, this was inspected as satisfactory at the last inspection. All the mandatory health and safety checks, training and records were carried out and recorded. The staff were observed preparing and serving the lunch and this was done in accordance with food handling regulations. The dog was kept away from the kitchen and dining areas until after the meal was finished. All the equipment in use, including the stairlift, were observed to be well maintained and in good working order at the time of the inspection. The Glen Residential Home DS0000001665.V318340.R02.S.doc Version 5.2 Page 20 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 3 3 HEALTH AND PERSONAL CARE Standard No Score 7 2 8 3 9 2 10 3 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 3 18 2 3 3 3 X 3 3 3 3 STAFFING Standard No Score 27 3 28 3 29 2 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 3 3 X 3 x x 3 The Glen Residential Home DS0000001665.V318340.R02.S.doc Version 5.2 Page 21 Are there any outstanding requirements from the last inspection? none 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. 1 2 Refer to Standard OP7 OP9 Good Practice Recommendations Care plans require clear, specific actions for staff to carry out, to meet care needs identified in the care plan. The Medicines Administration Records must be accurate, signed and dated, include any special administration instructions, the date medication started and also a record of medication received and returned to the pharmacy. All staff to be trained in the procedures for Protection of Vulnerable Adults. Staff files must be available at all times, but secure, and any keys needed to access these, should be stored securely but accessible. 3 4 OP18 OP29 The Glen Residential Home DS0000001665.V318340.R02.S.doc Version 5.2 Page 22 Commission for Social Care Inspection Leicester Office The Pavilions, 5 Smith Way Grove Park Enderby Leicester LE19 1SX 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. Extracts may not be used or reproduced without the express permission of CSCI The Glen Residential Home DS0000001665.V318340.R02.S.doc Version 5.2 Page 23 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!