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Inspection on 11/05/06 for The Whispers Care Home

Also see our care home review for The Whispers Care Home for more information

This inspection was carried out on 11th May 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 found there to be outstanding requirements from the previous inspection report but made no statutory requirements on the home.

What follows are excerpts from this inspection report. For more information read the full report on the next tab.

What the care home does well

The home makes sure that the people who come to live there have proper assessments and that the staff team are able to meet their needs. The home makes sure that it looks after service users health and personal care needs and keeps good records to make sure that any special help needed is asked for quickly. Service users are helped to choose what they like to do and staff try to find a variety of activities to make their life more interesting.

What has improved since the last inspection?

The home has had a lot of work done, with carpets being replaced and outstanding repairs completed, it looks comfortable and homely. Care plans enable staff to meet the care needs of the service users. The home offers a varied menu of good quality food and food is stored safely. Service users and their families and friends know who to talk to if they have any concerns or complaints and these are properly recorded. Staff are recruited safely and are offered training to help them to offer a good standard of care to the service users.

What the care home could do better:

The home could ensure that they further develop methods so that the standard of care remains at a good standard to enhance the life of the service users.

CARE HOMES FOR OLDER PEOPLE The Whispers Care Home 30 Rambler Lane Langley Slough Berks SL3 7RR Lead Inspector Kerry Kingston Unannounced Inspection 11 May 2006 10:00 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 Whispers Care Home DS0000047604.V290223.R01.S.doc Version 5.1 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for 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 Whispers Care Home DS0000047604.V290223.R01.S.doc Version 5.1 Page 3 SERVICE INFORMATION Name of service The Whispers Care Home Address 30 Rambler Lane Langley Slough Berks SL3 7RR 01753 527300 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 Mohanjit K Hyare Care Home 19 Category(ies) of Old age, not falling within any other category registration, with number (19) of places The Whispers Care Home DS0000047604.V290223.R01.S.doc Version 5.1 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 20th March 2006 Brief Description of the Service: The Whispers is a small independently owned residential home for 19 service users situated in a quiet cul-de-sac off the A4 Bath Road linking Slough and Langley. This home is a converted domestic house, which still retains some of the original structural and décor embellishments when built and is set in a moderate sized garden encompassed by large residential properties. The Whispers Care Home DS0000047604.V290223.R01.S.doc Version 5.1 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This was an unannounced inspection which took place on the 11th May 2006 between 10.00 am and 6.15 pm. Information for this report was obtained from the pre-inspection questionnaire, service user questionnaires, looking at records, service user files, speaking with staff, the proprietor, the manager and more than six service users. The inspector also toured the building and observed care practice during the site visit. The home had ten outstanding requirements from the last inspection report and nine of those have been met. The home has made significant improvements and is still developing several areas of care. What the service does well: 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 The Whispers Care Home DS0000047604.V290223.R01.S.doc Version 5.1 Page 6 contacting your local CSCI office. The Whispers Care Home DS0000047604.V290223.R01.S.doc Version 5.1 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 Whispers Care Home DS0000047604.V290223.R01.S.doc Version 5.1 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 3 The standard in this outcome area was good. EVIDENCE: The two newest service users assessments were seen and were comprehensive, they included all the necessary information to enable staff to develop a ‘working care plan’ to answer the needs of the service users. One service user who was newly admitted was spoken to and was very happy with the care she was receiving. She had looked at several other homes in the area and had chosen ‘The Whispers because it was friendly and had a good feel to it, the manager was very welcoming and friendly’. A family member confirmed this view and felt that overall they were happy with the standard of care being offered. The food was felt to be very good and the service user was eating full meals, which she hadn’t been doing for some weeks prior to her admission. The Whispers Care Home DS0000047604.V290223.R01.S.doc Version 5.1 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 7,8,9 and 10 The standard in this outcome area was good. EVIDENCE: All service users have an individual care plan, which has been developed form the initial assessment. These included risk assessments, life histories, weight charts, medical information, nutritional information, emotional well-being and all the other necessary information. There was evidence that regular reviews were taking place and these included the views of the service users and relatives/friends. Two of the reviews seen noted that both the service users and their families were much happier with the care being currently provided and this had improved over the past months. A diabetic liaison nurse, the district nurse and a community psychiatric nurse have all been consulted over the past three months to assist service users with their specialist needs. The manager confirms G.P. referrals and consultations by faxing the surgery. The medication records kept were accurate and medication was given safely. Service users felt that they were treated with respect and the inspector observed staff interacting with them in a very positive and respectful way, with particular regard to personal care and dignity issues. The Whispers Care Home DS0000047604.V290223.R01.S.doc Version 5.1 Page 10 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14 and 15 The standard in this outcome area was good. EVIDENCE: Service users social preferences and cultural needs were included as part of the care plans. One service user was assisted to attend his religious establishment and a carer was specifically employed to take him out to the local community on a regular basis. Another service user was seen accessing the community with her son using her disability scooter. She was seen to negotiate her meals with the staff and was assured she could eat whenever she returned. There were notices in the reception area of future events such as garden party and a formal dinner and service user meetings noted trips and outings that were being arranged. Relatives and friends spoken to felt welcome and comfortable in the home, three family members and one friend were seen. They all reported that they were satisfied with the care being provided to the service users, one reporting recent improvements (since the new manager started at the beginning of the year.) Service users said that there was enough ‘going on’ although some said that they would like to get out more often. One service user said that she was very happy that she could still play her piano but she also said that she was pleased she could choose to stay in her room and ‘not do anything’. The Whispers Care Home DS0000047604.V290223.R01.S.doc Version 5.1 Page 11 Activities planned included library visits, passive exercise, afternoon tea in the garden, orientation days, church services, sing a longs, pub lunches and theatre trips. Staff reported that there were more activities in recent months but they would like to further increase the opportunities for service users. The mealtime observed was very sociable and service users were seen to have a choice of food. All service users said that the food was good and one new service user said that she had regained her appetite since coming to the home she said the food was ‘lovely’. Several service users said that it was a lovely home and a nice place to live. Food was stored properly and there were good quantities and varieties of stored food. One service users cultural dietary choices were offered on a regular basis. The Whispers Care Home DS0000047604.V290223.R01.S.doc Version 5.1 Page 12 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 inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18 The standard in this outcome area was good. EVIDENCE: All complaints received by the home were recorded and include what was going to be done about them and what the outcome was. These related mainly to laundry and there was evidence that action had been taken to minimise the loss of clothing. Service users, their relatives and friends said that they would approach the manager if they had any concerns and they were confident that she would respond to them. One person said that she had been unhappy with the way a staff member had approached her friend and she had spoken directly to the staff member who apologised and had changed her behaviour. There was a feeling that service users were happy to address any issues directly with staff and/or the manager. Some staff had received Protection of Vulnerable Adults training and some were booked onto appropriate courses. One staff member described how she would deal with any issues. The home does not deal with service users monies but all are provided with a locked drawer in their room for any valuables. The Whispers Care Home DS0000047604.V290223.R01.S.doc Version 5.1 Page 13 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 19 and 26 The standard in this outcome area was good. EVIDENCE: The home was pleasant and clean throughout. New carpeting had been laid and there was good quality furniture and fixtures. The specialist equipment had been serviced and a new hoist had been purchased for the first floor, some hospital beds had been purchased, as necessary. Service users rooms, seen were comfortable and clean and well personalised. The home had a power cut on the morning of the site visit and staffs’ priority was to ensure that the service users were safe and comfortable. The Whispers Care Home DS0000047604.V290223.R01.S.doc Version 5.1 Page 14 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 27,28,29 and 30 The standard in this outcome area was adequate. EVIDENCE: The home has a minimum of two staff during the day and one staff at night. The rota reflected that three staff are employed at the key morning period. The home has had a training and skills audit (completed by skills for care) and is pursuing the necessary training courses to ensure there are adequate skills and competencies amongst the staff team. There was recognition that language can be a problem (noted by service users on questionnaires and by the manager) and this was being addressed by individual staff members. Individual staff had a training plan developed from the homes plan. Staff receive supervision from the manager on a regular basis and confirmed that they found it useful, they were learning a lot and it had improved their practice. Staff confirmed that there were more training opportunities and that the manager led and taught ‘by example’ which they found useful. The inspector observed good care practice with staff interacting positively with service users and involving service users in all aspects of the daily routine of the home. The manager advised that she was still developing the staff team and was reviewing staffing levels, particularly with regard to activities and night staff. Staff felt that there were enough staff to complete all tasks and service users confirmed that there was always staff around if they were needed, even if they were busy. The Whispers Care Home DS0000047604.V290223.R01.S.doc Version 5.1 Page 15 The on-call system is not formalised but staff were able to access senior staff, quickly on the day of the site visit. A new senior staff member has been appointed and is to start work imminently. Recruitment records seen included all the necessary information. The Whispers Care Home DS0000047604.V290223.R01.S.doc Version 5.1 Page 16 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 31,33,35,36 and 38 The outcome standard in this outcome area was good. EVIDENCE: The manager has been in post since January 06, she is experienced and a competent manager, effecting improvements in many areas of the home. Staff and service users feel very positive about the care since her arrival and this is confirmed by responses to questionnaires sent to service users. There are several comments that things have improved since the new manager came and references to her being approachable and friendly. Staff receive training, supervision and support to maintain and improve standards of care practice. The home do not look after the financial interests of the service users, this is done by families, themselves or other people acting on their behalf. Staff are completing Health and Safety training and the Health and Safety records are up-to-date. The Whispers Care Home DS0000047604.V290223.R01.S.doc Version 5.1 Page 17 The homes’ quality assurance system is not fully operational, some parts have been completed but this is an area, which is being developed. The Whispers Care Home DS0000047604.V290223.R01.S.doc Version 5.1 Page 18 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 X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 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 X 18 3 3 X X X X X X 3 STAFFING Standard No Score 27 2 28 3 29 3 30 2 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score X X 2 X N/A 3 3 3 The Whispers Care Home DS0000047604.V290223.R01.S.doc Version 5.1 Page 19 Are there any outstanding requirements from the last inspection? Yes 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 OP27 Regulation 18(1)a Requirement To continue to review staffing levels to ensure they adequately meet the needs of service users. That effective quality assurance and monitoring is put in place. This is an outstanding requirement from 31/08/05 Timescale for action 01/08/06 2 OP33 24 01/08/06 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 Care Home DS0000047604.V290223.R01.S.doc Version 5.1 Page 20 Commission for Social Care Inspection Berkshire Office 2nd Floor 1015 Arlington Business Park Theale, Berks RG7 4SA National Enquiry Line: 0845 015 0120 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI The Whispers Care Home DS0000047604.V290223.R01.S.doc Version 5.1 Page 21 - 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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