Inspection on 14/11/05 for The Whispers

This inspection was carried out on 14th November 2005.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Good. The way we rate inspection reports is consistent for all houses, though please be aware that this may be different from an official CSCI judgement.

The inspector found no outstanding requirements from the previous inspection report, but made 1 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

The Whispers 10/03/09

The Whispers 09/01/07

The Whispers 09/06/05

The Whispers 18/11/04

The Whispers 22/06/04

Similar services:

Hillview Farm

Dalewood Respite Care

Orchard,The

REACH Upton Court Road

Fairways

Treloar College

Pinta

Kestrel House, St Anne`s Opportunity Centre,

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

CARE HOME ADULTS 18-65 The Whispers 358 Worting Road Basingstoke Hampshire RG22 5DY Lead Inspector Isolina Reilly Unannounced Inspection 14th November 2005 10:30 The Whispers DS0000012100.V261987.R01.S.doc Version 5.0 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 Whispers DS0000012100.V261987.R01.S.doc Version 5.0 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for 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 Whispers DS0000012100.V261987.R01.S.doc Version 5.0 Page 3 SERVICE INFORMATION Name of service The Whispers Address 358 Worting Road Basingstoke Hampshire RG22 5DY 01256 329372 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) Milbury Care Services Limited Miss Katherine Stubbs Care Home 8 Category(ies) of Learning disability (8) registration, with number of places The Whispers DS0000012100.V261987.R01.S.doc Version 5.0 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 9th June 2005 Brief Description of the Service: The Whispers provides care for up to six male younger adults with learning disabilities and associated behavioural support needs. The home is owned and run by Milbury Care Services Limited a national organisation that employs a manager for the home. The home is located on the outskirts of Basingstoke on a main bus route to the town centre and within walking distance to local shops and other amenities. There are two house cars that enable service users to access social and community activities. The building is a two-storey domestic detached house, comprising of eight single bedrooms. The homes communal space comprises of two lounges and a large kitchen diner. There is a large mature garden laid mainly to lawn and parking is available at the front of the premises. The Whispers DS0000012100.V261987.R01.S.doc Version 5.0 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This is the second unannounced inspection for this service that took place over one day. The opportunity was taken to look around the home, view records, procedures and talk with service users and staff. The inspector also had the opportunity to observe the interaction between service users and staff. Two service users were spoken with who stated that they were happy at the home. The staff on duty during this visit felt they were supported to do their job. The commission has received information from the home prior to this visit. This has provided additional evidence that the home is meeting the key standards. A full summary of the home’s assessment against the National Minimum Standards is available by reading this and the previous inspection report of the 9th June 2005. What the service does well: What has improved since the last inspection? Since the last inspection, the home has moved to better larger accommodation in Basingstoke. The staff said that since the last inspection, the service users have found new and different activities to do during the day and at weekend. One staff member has worker with the service users to look at health eating and how to improve their lifestyle to become healthier. The Whispers DS0000012100.V261987.R01.S.doc Version 5.0 Page 6 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 Whispers DS0000012100.V261987.R01.S.doc Version 5.0 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 Whispers DS0000012100.V261987.R01.S.doc Version 5.0 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): Standard two and five were assessed and met at the previous inspection on the 9th June 2005. EVIDENCE: The Whispers DS0000012100.V261987.R01.S.doc Version 5.0 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): All the above key standards were assessed and met at the previous inspection on the 9th June 2005. EVIDENCE: The Whispers DS0000012100.V261987.R01.S.doc Version 5.0 Page 10 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): All the above key standards were assessed and met at the previous inspection on the 9th June 2005. EVIDENCE: The Whispers DS0000012100.V261987.R01.S.doc Version 5.0 Page 11 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): All the above key standards were assessed and met at the previous inspection on the 9th June 2005. The home has improved the system for administrating non-routine medicines ensuring staff left on the premises are competent to do so. EVIDENCE: Since the last inspection, the manager has revisited its procedure for the administration of non-routine medicines. The home’s procedure was sampled stating that all staff are trained and competent to administer non-routine medicines such as paracetamol for pain. The staff spoken with confirmed this and stated that the medication keys remain in the home at all times. Key staff are identified and trained and regularly assessed as competent to undertake the administration of all medication. The Whispers DS0000012100.V261987.R01.S.doc Version 5.0 Page 12 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 and 23 The home’s complaint procedure is clear and effective. There are effective systems in place that protect the service users from abuse, neglect and selfharm. EVIDENCE: The service users spoken with stated that the staff are easy to talk with and listen to their problems. The inspector was able to sample the complaint records for a complaint made by a service user that was substantiated. His key worker supported the service user to make the complaint. The complaint investigation actions have been partially addressed due to delays in the organisation’s maintenance department. The home’s complaint procedure was sampled and found to be satisfactory including stages and appropriate timescales. The home’s complaints records and log were satisfactory. The inspector sampled the home’s ‘protection of vulnerable adults’ policy and procedure and found it to satisfactory, informative and in line with Hampshire County Council Policy. The home has participated in two adult protection matters and followed the correct procedures. The records sampled were satisfactory and relevant. Staff members spoken with were aware of the homes and Hampshire County Council policies and procedures and their importance. The Whispers DS0000012100.V261987.R01.S.doc Version 5.0 Page 13 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): 24 and 30 The home is reasonably clean, although looking grubby in places as the paintwork is in need of some ‘touching up’. The organisation’s maintenance systems are inadequate to keep up with the level of repair required at the home. There are appropriate systems and good practice that promotes control of infection. EVIDENCE: Since the last inspection, the home has moved into the new premises. The transition process allowed the service users to be fully involved in the selection of colour schemes especially in their own bedrooms. The premises were of a high quality décor and soft furnishings. However, there has been considerable wear and tear on the environment. It was noted that in several places grubby finger and hand marks were seen. The manager and staff confirmed that cleaning was very difficult because the paint on the walls was a non-washable type and rubbed off when wiped making the wall look worse and worn. The manager confirmed that she has repeatedly requested that the home be repainted with more appropriate paint. One service user’s bedroom had a wall heater fitted following a health and safety risk assessment. However, the pipes to the heater remain exposed and The Whispers DS0000012100.V261987.R01.S.doc Version 5.0 Page 14 the ‘boxing-in’ left incomplete which in its self has created a further risk. The manager showed the inspector records of various contacts with the organisation’s management and maintenance departments but there is still considerable delay in work being undertaken. The same service user’s bedroom is in great need of a repaint and repair to walls and the ceiling in the en-suite. The service user with the support of his key worker made a complaint about the delays in repairs being made to his bedroom. The manager and key worker explained that the service user is fearful to use the toilet in the en-suite because of the whole in the ceiling. Some of the maintenance issues have been addressed since the service user’s complaint but main remain outstanding for over two months. Milbury Care Services have an on-going history of poor response times to repairing and undertaking maintenance within this home. Three of the service showed the inspector their rooms and said they were happy with them. The inspector was able to look around the home and viewed most of the bedrooms and there were no unpleasant odour detected. The bedrooms were personalised and very individual. During the tour of the home the inspector noticed that all the communal hand sinks have liquid soap for washing hands and disposable paper towels. The pre inspection information supplied by the home state there are the necessary infection control policy and procedures. This is also confirmed in the organisation’s monthly reports to the commission under the Care Homes Regulations 2001, regulation 26. The inspector observed that gloves and disposable apron were available in the home. The home’s infection control policy and procedure were found to be satisfactory and staff sign to state they have read them. The staff are trained in health and safety that includes infection control. The staff spoken with confirmed this and training records sampled showed that courses have been undertaken. The new laundry within the home has no external window and has to be kept locked at all times as there are various hazardous to service users that the organisation have yet to address. There are various pipes including hot pipes and a gas pipe with large handle that remain exposed. The laundry room was found to have a cupboard door that is broken and a large amount of split washing powder that has not been cleaned up. The manager agreed that the powder would be cleaned up as a matter of urgency and that the repairs and safety maintenance is on the waiting list to be done. The Whispers DS0000012100.V261987.R01.S.doc Version 5.0 Page 15 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 and 35 The staff morale is good resulting in a workforce that is skilled, knowledgeable and works positively with service users to improve their quality of life. The home successfully supports staff to undertake appropriate qualifications within care that is relevant to this client group. The home has a supportive ethos towards developing staff as individuals and this is reflected in the service users feeling safe and comfortable at the home. The home has good practices and procedures for the recruitment of staff that ensure the service users at not put at risk. EVIDENCE: The rotas showed that there were sufficient numbers of staff on duty. This was evidence from the staff duty rota sampled where a shift patterns are variable depending on service user activities. The staff spoken with confirmed this. The service users spoke with said that there was always enough staff to look after them and that they felt safe. The staff spoken with felt that the recruitment process within the home is thorough. The inspector was able to sample three staff records and found that they were detailed with the appropriate checks having been taken to ensure staff are fit to work at the home. A new member of staff stated that the induction was relevant and helpful. The induction is undertaken in two parts the home’s orientation and familiarisation and the organisation induction. The organisation induction meets the Care The Whispers DS0000012100.V261987.R01.S.doc Version 5.0 Page 16 Skill’s Council induction training and follows the Learning Disability Awareness Framework. The staff progress onto the foundation Learning Disability Awareness Framework course. The home has a total of eight permanent staff to which 6 have achieved or in the process of completing a National Vocational Qualification level two and/or three in Care. This means the home has met this standard with 75 of care staff to achieve a qualification by 2005. All staff confirmed that they have a personal copy of the General Social Care Council codes of practice. The inspector saw a copy of the code of practice available for reference in the office. The home’s training records sampled show that the staff have undertaken training regularly including Fire safety awareness, first aid, manual handling, food hygiene, health and safety and infection control. The training programmes and certificates sampled showed that staff have also completed training in care planning, person centred planning, risk assessment key worker responsibilities, protection of vulnerable adults, autism, epilepsy and behavioural awareness. All staff spoken with on the day have recently undertaken a refresher or completed a full course in Non-Violent Care intervention (NVCI) training that is undertaken by a recognised training company. The home has one service user that staff have been instructed to use this technique and a partial restrain procedure. The procedure is clearly documented and staff spoken with were very clear on the guidelines set out. Records show that the necessity to use this technique has significantly reduced. The decision to apply the technique was agreed by a multi agency team and the organisation’s behavioural specialist and regularly reviewed. The staff spoken with stated that they have attended regular supervisions and found the process useful. Within the staff files sampled there was evidence of supervision having been undertaken. The Whispers DS0000012100.V261987.R01.S.doc Version 5.0 Page 17 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 and 42 The home is well run with a supportive manager and organisational structure. The home has an effective quality assurance and monitoring systems with service users being fully involved in the process. The home ensure service users health, safety and welfare and staff is maintained at all times. EVIDENCE: The manager confirmed that she is currently working through her occupational National Vocational Qualification level 4 in Care and has already completed her Registered Manager’s Award. She undertakes regular training having recently competed Non-Violent Care Intervention trainer training. There are four Milbury Care Homes currently in Hampshire and the managers’ meet regularly providing a support network for each other. The manager is supported by an area manager who on a monthly basis monitors the quality of the service being provided and generates a written report that is sent to the commission under regulation 26 of the Care Homes Regulations 2001. The Whispers DS0000012100.V261987.R01.S.doc Version 5.0 Page 18 The manager explained that she has a detailed job description from the organisation that includes his responsibilities to comply with the Care Standards Act 2000, National Minimum Standards for Younger Adults and the General Social Care Council code of practice. The inspector observed the service users being appropriately consulted (verbally) by staff on their opinions for activities for the day. The inspector sampled the Service user questionnaires and summary. The service users were satisfied with care provided, felt fully supported and involved in the day-to-day running of the home. The development plan included outcomes and action points. Health professional families/friends and other stakeholders are invited to an annual meeting to discuss their opinion of the service being provided. Throughout the year family and health professional are invited to comment on the quality of the service at reviews of care needs. The home has comprehensive policies and procedures developed by the organisation and implemented by the home’s manager. These are viewed regularly and staff sign that they have read them. Amendments to policies and procedures are discussed at staffs meeting that are minuted. The service users stated that they like the home and feel safe. The staff have all undertaken regular training and refresher up dating in first aid, fire safety, food hygiene, health and safety, Control of Substances Hazardous to Health, infection control and moving and handling. The staff spoken with confirmed this. The inspector sampled random copies of training certificates and records of dates training has been undertaking. The home’s maintenance records were sampled and found to be satisfactory. The inspector sampled the records for regular weekly checks on fire safety equipment, alarm and emergency lighting and found them to be satisfactory. The Whispers DS0000012100.V261987.R01.S.doc Version 5.0 Page 19 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 CONCERNS AND COMPLAINTS Standard No 1 2 3 4 5 Score X X X X X Standard No 22 23 Score 3 3 ENVIRONMENT INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score X X X X X Standard No 24 25 26 27 28 29 30 STAFFING Score 2 X X X X X 3 LIFESTYLES Standard No Score 11 X 12 X 13 X 14 X 15 X 16 X 17 Standard No 31 32 33 34 35 36 Score X 3 X 3 3 X CONDUCT AND MANAGEMENT OF THE HOME X PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 The Whispers Score X X X X Standard No 37 38 39 40 41 42 43 Score 3 X 3 X X 3 X DS0000012100.V261987.R01.S.doc Version 5.0 Page 20 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 YA24 Regulation Requirement Timescale for action 01/01/06 23(2)(b)(d) The home must maintain the building in a state of good repair throughout. The décor throughout the home must be of good quality and maintained at all times. 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 Whispers DS0000012100.V261987.R01.S.doc Version 5.0 Page 21 Commission for Social Care Inspection Hampshire Office 4th Floor Overline House Blechynden Terrace Southampton SO15 1GW 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. Extracts may not be used or reproduced without the express permission of CSCI The Whispers DS0000012100.V261987.R01.S.doc Version 5.0 Page 22 - 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. 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