Inspection on 09/06/05 for The Whispers

This inspection was carried out on 9th June 2005.

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

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

Other inspections for this house

The Whispers 10/03/09

The Whispers 09/01/07

The Whispers 14/11/05

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 26 Pamber Heath Road Pamber Heath Tadley Hampshire Lead Inspector Isolina Reilly Unannounced 9/6/2005 09:30am The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Adults 18-65. They can be found at www.dh.gov.uk or obtained from The Stationary 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 H54 S12100 Whispers V232188 090605 Stage 4.doc Version 1.30 Page 3 SERVICE INFORMATION Name of service The Whispers Address 26 Pamber Heath, Pamber Heath, Tadley, Hampshire, RG26 3TG Telephone number Fax number Email address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) 0118 8970 1069 Milbury Care Services Limited CRH 6 Category(ies) of LD- Learning Disability: 6 registration, with number of places The Whispers H54 S12100 Whispers V232188 090605 Stage 4.doc Version 1.30 Page 4 SERVICE INFORMATION Conditions of registration: 1- Service users are only to be admitted between the ages of 18 years and 55 years. Date of last inspection 18/11/2004 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 in a small village north of Basingstoke with easy access 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 built in the late 1990’s, comprising of six single bedrooms. The home’s communal space comprises of one lounge and separate dining room that can be accessed from the kitchen and the hall way. There is a mature garden laid mainly to lawn and parking is available at the front of the premises. The organisation has purchased and is in the process of registering the new house in Basingstoke where the service users will be relocated shortley. The Whispers H54 S12100 Whispers V232188 090605 Stage 4.doc Version 1.30 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced inspection took place over one day as part of the normal regulation and inspection programme, and to follow up on progress made in meeting the previous requirement. 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 and two staff members were spoken with who stated that they were all excited and looking forward to moving into the new home. All the service users spoken with stated that they felt safe at the home. What the service does well: What has improved since the last inspection? The staff have worked hard and achieved a positive atmosphere and smooth introduction to the new premises. There is a flexible and varied programme of activities for the service users that are individual and bases on the service users likes and aspirations. The programme of activities will be maintained even once the move to the new home has been completed. The Whispers H54 S12100 Whispers V232188 090605 Stage 4.doc Version 1.30 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 H54 S12100 Whispers V232188 090605 Stage 4.doc Version 1.30 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 Standards Statutory Requirements Identified During the Inspection The Whispers H54 S12100 Whispers V232188 090605 Stage 4.doc Version 1.30 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 standard(s) 2 and 5 The home’s procedures are very good for admitting service users on the basis of a full assessment. This makes the experience for individuals welcoming, informative and understandable. Each service user has an appropriate and informative written contract that stipulates the cost of their care and residency. EVIDENCE: One service user explained that he visited the home at various times and stayed for meals before they choose to come and live at the home. The other service users have been long term residents at the home. They all said that this made it easier for them to settle in and everyone was kind. They also remembered having speaking with the manager so he could find out what help they would need and their likes and dislikes. One service user records were sampled and evidence of pre-admission assessments records undertaken by health and Social Services and the home including the organisation’s Behavioural Psychotherapist assessment were found to satisfactory and identified care needs that were reflected in the care plans. The one service user spoken with said that the staff explained the pictorial contract and cost of staying at the home before they signed it. The staff spoken with confirmed this. The three contracts sampled were found to be appropriate and signed relevant people. The Whispers H54 S12100 Whispers V232188 090605 Stage 4.doc Version 1.30 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 standard(s) 6, 7 and 9 The staff have a good understanding of service users’ support needs, aspirations and promotion of independence that is backed up by a good system for recording information that involves the service user fully. The home has a good system for supporting service users to make decisions about their lives and take reasonable risks. EVIDENCE: The inspector was assisted by two service users to look through their records. The service users were all familiar with the records and their signatures were seen throughout the records. One service user explained that they often sit down with their key worker to look at what they want to do. The individual records were clear and the staff confirmed that they are regularly assessed with the service users by their Key Worker to see how they progressing. Two of the service users explained that they are encouraged to think of doing new things they may wish to try like attending college, day centres and look for jobs. On reading the care plan with the service user they confirmed that they reflected their main issues, desires and wishes. The records seen also held records of risk assessments and service users abilities. A detailed ‘Pen Picture’ family and friendships, religious preferences, wishes on death ad the individuals goals and aspirations. The Whispers H54 S12100 Whispers V232188 090605 Stage 4.doc Version 1.30 Page 10 The staff spoken with confirmed that they had had training on how to write a care plan and risk assessment putting the service user first to produce a ‘Person Centred plan’. Records of monthly questionnaire detailing service users’ goals and expectation were sampled and found to be satisfactory. So that the service users can be helped to make their wishes, desires and ambitions become a reality in a safe and enjoyable way. An agency member of staff spoken with stated that records were easy to follow and held the necessary information to be able to care for an individual. One service user explained that he was a diet to loss some weight. The staff spoken with confirmed that limitations are sometimes necessary to ensure the service user’s safety or that of others. However, the limitations are discussed and recorded with the service user, are identified through risk assessments and at the care reviews that are attended by the service user, family health and social services representatives. The service users confirmed that they enjoy participating in the types of activities that were listed within their records. This was evident in the records sampled that were found to be satisfactory. The care plans are kept in the kitchen and full records are stored in the office. The inspector observed that staff and service users interacting well to each other and the service users stated that they feel respected. On the day of visit, three service users were transported to the local college and day care centre and one other went for a long walk with a member of staff. The Whispers H54 S12100 Whispers V232188 090605 Stage 4.doc Version 1.30 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 12, 13, 15, 16 and 17 The home has a supportive and service user led ethos that develops and maintains daily living skills. They are appropriately supported to access the local community, participate in social and leisure activities that develop individual skills, friendships and confidence, and are part of the empowering ethos of the service. The home has good systems in place that respects the rights and responsibilities of the service users. The service users are fully involved in the provision of nutritious variable meals of their own choose. EVIDENCE: One service user spoken with explained that he has a weekly programme of activities that the staff support him to plan. This plan was seen in the records. The plans sampled had activities such as attending college, visits to the gym, rambling, going out for walks attending local social clubs, food and clothes shopping, going to clubs and activity centres, attending workshops and going on holiday. Two service users stated that they enjoy their activity room where they have been busy do art and craft. The inspector was able to sample some of the work. The Whispers H54 S12100 Whispers V232188 090605 Stage 4.doc Version 1.30 Page 12 The service users felt that the routine within the home is dictated by their own schedules and likes. They explained that the staff are very flexible about the daily routine. The staff also confirmed this. The staff spoken with confirmed that the service users are encourages and supported to make new friends and join in the local events. One service user spoken with confirmed this. One service user has been supported to join a local Rambling Club and has been one so far. The service users spoken with explained that they decide and plan their meals each week at the ‘house meeting’. The staff spoken with stated that they also guide service user to try and make healthy balanced dietary choices. The current weeks menu was seen and found to be varied and balanced with healthy options. Records are kept for each individual service user of the food that has been prepared and eaten. It was evident from the records of food cooked that changes to the menus occur reflecting individual choice. One service user has special dietary needs that were appropriately recorded and the menus reflected the individual’s needs. The service users said that they enjoy meal times and are not rushed. The particularly like going out to eat and sometimes will get a take away. The Whispers H54 S12100 Whispers V232188 090605 Stage 4.doc Version 1.30 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 18, 19 and 20 The personal support, health and emotional care provided by the home are offered in such a way as to promote service user choice, independence, privacy and dignity. The home has a satisfactory medication system that ensure service users are protected and are able to taken reasonable risks to control their own medicines. EVIDENCE: The staff spoken with confirmed that occasionally service users need to be reminded and prompted to bath regularly. This was observed by the inspector and found to be undertaken in a respectful and supportive way. The records sampled also confirmed this. Two of the service users spoken with stated that they look after themselves and staff help them when they need it. One service user spoken with confirmed that he is able to see the doctor at anytime. The staff spoken with confirmed this and the health care records sampled showed that medical appoints are attended as necessary. There was correspondence from specialist services and clinic attended by the service users including speech therapy, chiropody, dentist and optician. The service users spoken with confirmed that they have attended appointments. The home is situated on a main bus route and the service users spoken with confirmed that they also have the use of the home’s two cars and staff will drive them. The Whispers H54 S12100 Whispers V232188 090605 Stage 4.doc Version 1.30 Page 14 The home is currently using a local pharmacist’s single blister pack medication system that was sampled and found to be satisfactory. The organisation policies and local procedures were found to be comprehensive and appropriate. The inspector was able to sample the records for the administration, receipt and disposal of medicines and found them to be satisfactory. The storage of the medicines was found to be appropriate. The staff spoken with had recently undertaken training on the ‘safe handling of medication’. This was evident from the staff training records sampled. However, on the day of the visit, one staff member who had not been trained the safe handling of medicines was left for a brief period in the home on his own with a service user and the medication keys were taken off premises by the person in charge. This was discussed with the manager over the phone following this inspection, stated that this was a rare occurrence and gave a verbal undertaking to ensure that all staff are trained in the safe handling of medication so to avoid this situation again. The Whispers H54 S12100 Whispers V232188 090605 Stage 4.doc Version 1.30 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 standard(s) These standards were not assessed on this visit. EVIDENCE: The Whispers H54 S12100 Whispers V232188 090605 Stage 4.doc Version 1.30 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 24 and 30 The home is clean, although looking tired and in need of some redecoration. There are appropriate systems and good practice that promotes control of infection in place. EVIDENCE: The staff stated that the home is looking tired and a little bare, and service users confirmed that many of their personal effects have been transferred to the new home. The inspector also observed this on the tour of the home. They like the home and all were very happy with their rooms at the home and they have all selected their own colour schemes. One service user confirmed that he helps with the cleaning of the home by being responsible for certain tasks done weekly like vacuuming and polishing. The staff spoken with confirmed that the housework tasks have been risk assessed. These activities and relevant risk assessments were seen within the service user’s care plan. The service users and staff spoken with feel the home is always clean and mostly tidy but tired looking. However, they are looking forward to moving to the new house. The inspector was able to look around the home and viewed some of the bedrooms and there were no unpleasant odour detected. The inspector observed that all doors marked as fire doors were closed and not wedged The Whispers H54 S12100 Whispers V232188 090605 Stage 4.doc Version 1.30 Page 17 open. This was a requirement made at the previous inspection that the home has met in full. During the tour of the home the inspector noticed that all the communal hand washing sinks have liquid soap for hand washing and disposable paper towels. The staff spoken with confirmed that they have had recent training in health and safety that includes ‘infection control’. The inspector observed that gloves and disposable apron were available in the home. The Whispers H54 S12100 Whispers V232188 090605 Stage 4.doc Version 1.30 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 35 the key standard to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) These standards were not assessed on this visit. EVIDENCE: The Whispers H54 S12100 Whispers V232188 090605 Stage 4.doc Version 1.30 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 39, and 42 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) These standards were not assessed on this visit. EVIDENCE: The Whispers H54 S12100 Whispers V232188 090605 Stage 4.doc Version 1.30 Page 20 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 3 x x 3 Standard No 22 23 ENVIRONMENT Score x x INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 LIFESTYLES Score 3 3 x 3 x Score Standard No 24 25 26 27 28 29 30 STAFFING Score 3 x x x x x 3 Standard No 11 12 13 14 15 16 17 x 2 3 x 3 3 3 Standard No 31 32 33 34 35 36 Score x x x x x x CONDUCT AND MANAGEMENT OF THE HOME PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 The Whispers Score 3 3 3 x Standard No 37 38 39 40 41 42 43 Score x x x x x x x H54 S12100 Whispers V232188 090605 Stage 4.doc Version 1.30 Page 21 No Are there any outstanding requirements from the last inspection? STATUTORY REQUIREMENTS This section sets out the actions which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. Refer to Standard Good Practice Recommendations The Whispers H54 S12100 Whispers V232188 090605 Stage 4.doc Version 1.30 Page 22 Commission for Social Care Inspection 4th Floor- Overline House Blechynden Terrace Southampton Hampshire 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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