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Inspection on 27/03/08 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 27th March 2008.

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.

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 is comfortable, clean and satisfactorily furnished throughout. Residents are encouraged to personalise their own rooms and these are decorated and furnished to a satisfactory standard. Staff are respectful and kind and provide care to residents with warmth and sensitivity. There are enough staff on duty at all times to meet the needs of residents effectively. Recruitment practices are adequately carried out and the staff files contain all information needed to ensure the safety of residents. Written records are upto-date and provide staff with the information they need to provide the right care.

What has improved since the last inspection?

The home has made many improvements since the last Key inspection in October 2007. The home has recently recruited a well-qualified and experienced Manager who is keen to provide quality care to the residents. The home is also being supported by an external consultant who is providing specialist knowledge and advice to the Proprietor about how to meet the requirements of legislation and good practice. The premises are currently under renovation and the Proprietor of the home is keeping disruption to residents to a minimum. On completion the new conservatory/lounge will provide residents with a more spacious sitting area with pleasant views over the gardens. The homes policies and procedures are currently being reviewed and developed and there has been significant improvement in the quality of record keeping in the home overall. The home has made efforts to meet the requirements made at all of the previous inspections.

CARE HOMES FOR OLDER PEOPLE The Whispers Care Home 30 Rambler Lane Langley Slough Berks SL3 7RR Lead Inspector Ms Julie Willis Unannounced Inspection 27th March 2008 09:20 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.V361606.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for 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.V361606.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service The Whispers Care Home Address 30 Rambler Lane Langley Slough Berks SL3 7RR 01753 527300 01753 527300 hyaremoni@hotmail.com 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 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.V361606.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 30th October 2007 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 fees charged range from £300 to £470 per week and include basic hotel costs of staffing, meals, drinks, laundry and accommodation. Additional charges are made for hairdressing and chiropody. The Whispers Care Home DS0000047604.V361606.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The Commission has, since the 1st April 2006, developed the way it undertakes its inspection of care services. This inspection of the service was an unannounced ‘Key Inspection’. The inspector arrived at the service at 9:20 am and was in the service for five and a half hours. It was a thorough look at how well the service is doing. It took into account detailed information provided by the service’s manager, and any information that CSCI has received about the service since the last inspection. The inspector toured the building, examined records and met all of the residents. The inspector also spent time talking to staff and observing how care was being delivered to the residents. From the evidence seen by the inspector and comments received, the inspector considers that this service has a good awareness and understanding of equality and diversity issues and would be able to provide positive outcomes for residents in the areas of race, ethnicity, age, gender, sexuality, disability and belief. The inspector gave feedback about her findings to the Proprietor, the Acting Manager and External Consultant during and at the end of inspection. There were no legal requirements and no good practice recommendations made as a result of this inspection. The Commission has received no information concerning complaints since the last inspection. The home is currently subject to Enforcement Action by the Commission and therefore no judgement statements or scores have been given or star ratings awarded as a result of this inspection. The home was previously inspected on the 23rd November and 10th December 2007 and 25th January and 4th March 2008. Reports of these inspections are available on request. What the service does well: The home is comfortable, clean and satisfactorily furnished throughout. Residents are encouraged to personalise their own rooms and these are decorated and furnished to a satisfactory standard. Staff are respectful and kind and provide care to residents with warmth and sensitivity. There are enough staff on duty at all times to meet the needs of residents effectively. The Whispers Care Home DS0000047604.V361606.R01.S.doc Version 5.2 Page 6 Recruitment practices are adequately carried out and the staff files contain all information needed to ensure the safety of residents. Written records are upto-date and provide staff with the information they need to provide the right care. 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 Whispers Care Home DS0000047604.V361606.R01.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 Whispers Care Home DS0000047604.V361606.R01.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): Standard 3 EVIDENCE: Although there have been no new admissions to the home recently there was evidence in the care files that a full needs assessment is undertaken prior to admission. The pre-admission assessment is holistic in content and includes information about the residents health and personal care needs, along with information about the residents dietary needs, communication needs, mobility needs, history of falls, continence, medication regime and mental state. The Whispers Care Home DS0000047604.V361606.R01.S.doc Version 5.2 Page 9 The inspector had the opportunity to speak at length with the person most recently admitted to the home. They confirmed that they were very happy at the home and felt their needs were being met effectively. The Whispers Care Home DS0000047604.V361606.R01.S.doc Version 5.2 Page 10 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): Standards 7, 8, 9, 10 EVIDENCE: The inspector examined four care plans and case tracked one of the residents from pre-admission assessment to date. There was evidence that the written records contained essential information and were up to date. The home is currently reviewing its policies and procedures and are in the process of developing the care plans further to include more detail about the lives of residents in the home. The existing plans did however provide staff with enough information to enable them to offer the appropriate level of care to residents. Risk assessments had been routinely undertaken on a range of risks including manual handling, risk of falls and bathing. Clinical tools were being used to assess and monitor tissue viability, nutrition, dependency levels and mental The Whispers Care Home DS0000047604.V361606.R01.S.doc Version 5.2 Page 11 state. Where a risk had been identified there were effective risk reduction measures in place to reduce the likelihood of occurrence. The staff team were observed to be polite and courteous to the residents at all times. Staff routinely knocked and waited until they were invited in, before entering the resident’s bedrooms. The residents confirmed that they were provided with access to health and social care professionals when required. There was evidence on file that residents have regular chiropody treatments, hearing tests and sight tests and may choose who they consult in relation to their health care needs. From examination of the medication administration system and discussion with the Acting Manager it is clear that the home has effective procedures in relation to storage, administration and disposal of drugs. Medication records were examined and were accurately kept. The inspector spoke to the majority of the residents during the course of inspection they made comments about the quality of care at the home such as “its nice here, the staff are kind”, “I know they will come and see to me when I need them, the staff are always helpful” The Whispers Care Home DS0000047604.V361606.R01.S.doc Version 5.2 Page 12 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): Standards 12, 13, 14, 15 EVIDENCE: At the time of inspection the staff were carrying out a gentle exercise class with the residents in the lounge. There was much laughter and jollity and several residents were singing songs whilst the exercises were carried out. The home has employed the services of an activity organiser and several residents said that they were looking forward to the regular afternoon quiz. The food is satisfactory quality and the menu provided residents with choice and variety. The food is considered by the residents to be of “good quality”. The residents are encouraged to take meals in the dining rooms to aid socialisation. The residents were eating lunch of savoury minced beef with mixed vegetables and roast and creamed potatoes followed by fruit cocktail and cream. One of the residents required an alternative diet and was being provided with a vegetable curry. Residents said that the food was well cooked and tasty. A number of residents made comments such as “the food is fine, I happily eat what is put in front of The Whispers Care Home DS0000047604.V361606.R01.S.doc Version 5.2 Page 13 me”, “the food is nice” and “I’ve no complaints about the quality of the food, its very nice usually”. The Whispers Care Home DS0000047604.V361606.R01.S.doc Version 5.2 Page 14 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): Standards 16 & 18 EVIDENCE: The complaint policy in the home provides the residents and their relatives with information on how to make a complaint and the stages and time scales for action. Examination of the complaint records indicated that there has been one complaint made to the home since the last inspection. The details of the complaint were recorded in the complaint file however the records were not well organised. The matter had already been identified by the home and a new recording procedure is currently under development. There has been no information about complaints reported to the CSCI about the home since the last inspection. Residents said that that they felt confident that any concerns or complaints would be taken seriously by the home and efforts would be made to remedy any problems in a timely fashion. There was evidence in staff files and from discussion with staff, that they receive training in safeguarding adults as part of their formal induction to the home. There learning is later consolidated when undertaking NVQ training in which it forms a core module. The Whispers Care Home DS0000047604.V361606.R01.S.doc Version 5.2 Page 15 Staff interviewed understood the importance of protecting residents from abuse and exploitation at all times and were conversant with the homes ‘whistle-blowing’ policy. Residents said that they “felt safe” at the home. The Whispers Care Home DS0000047604.V361606.R01.S.doc Version 5.2 Page 16 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): Standards 19 & 26. EVIDENCE: A tour of the home evidenced that the home was clean and hygienic throughout. Communal areas were comfortably furnished and were large enough to accommodate all of the residents. Residents spend most of their time in the lounge, which is the focus of the homes activities, or their own bedrooms. One resident said that they particularly to stay in their bedroom because it is bright and airy and looks over the garden. The resident said that they were able to bring with them small items of furniture and pictures and ornaments to personalise their own bedroom. The Whispers Care Home DS0000047604.V361606.R01.S.doc Version 5.2 Page 17 Building works on the ground floor continue. On completion the new conservatory/lounge will provide residents with a more spacious sitting area with pleasant views over the gardens. The Proprietors were endeavouring to keep disruption caused by the building works to a minimum. The Whispers Care Home DS0000047604.V361606.R01.S.doc Version 5.2 Page 18 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): Standard 27, 28, 29, 30 EVIDENCE: Examination of the recruitment files for the 3 of the most recently employed staff evidenced that the selection and recruitment procedures at this home are satisfactorily carried out. All necessary checks had been carried out on staff to ensure that they possess the necessary attributes to care effectively for the residents. There was evidence that the newly appointed Acting Manager has produced a training matrix for the home and has identified the staff teams training needs. Care staff are being properly inducted to Skills for Care Standard and have received training or are booked to go on core skills training such as fire safety, first aid, safeguarding adults, manual handling, food hygiene, health & safety, COSHH and infection control. All staff at the home appear well motivated and have either achieved or are working towards a National Vocational Qualification at level 2 or 3. The home continues to recruit more permanent staff to fill vacancies. There were sufficient numbers of staff on duty at the time of inspection to effectively meet the needs of the residents. The Whispers Care Home DS0000047604.V361606.R01.S.doc Version 5.2 Page 19 Residents were complimentary about the qualities of the staff. They made comments such as “the staff are very helpful” and “I know the staff will help me when I need them to help me.” The Whispers Care Home DS0000047604.V361606.R01.S.doc Version 5.2 Page 20 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): Standards 31, 33, 35, 38 EVIDENCE: There is a new Acting Manager in post who is experienced and qualified. She holds an NVQ level 4 in management and NVQ level 3 in care. The Proprietor Mrs Hyare currently works at the home on a daily basis supported by an external consultant who is developing new policies and procedures for the home. The inspector spoke to staff and residents during the course of the inspection. Staff confirmed that they found the new manager to be helpful, knowledgeable and supportive. The Whispers Care Home DS0000047604.V361606.R01.S.doc Version 5.2 Page 21 The home is developing its quality assurance system. A new range of home audits are being undertaken on a monthly basis to ensure that the quality of care provided to residents meets their expectations. The home has employed an external consultant to advise the home on how to meet the standards and regulations. They will continue in the role of external auditor to monitor standards. The home does not hold funds in the form of cash accounts for or on behalf of residents. All residents monies are dealt with by the resident themselves or by a relative or advocate. Examination of a sample of health & safety records indicated that they were up to date and in good order. Routine servicing and maintenance of equipment is undertaken at appropriate intervals to maintain the home as a safe and risk free environment for the residents. It is recommended that the temperature from hot water outlets that are accessible to residents are checked more frequently than once a month to ensure that residents cannot be scalded. The Whispers Care Home DS0000047604.V361606.R01.S.doc Version 5.2 Page 22 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 x x x x HEALTH AND PERSONAL CARE Standard No Score 7 x 8 x 9 x 10 x 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 x 13 x 14 x 15 x COMPLAINTS AND PROTECTION Standard No Score 16 x 17 x 18 x x x x x x x x x STAFFING Standard No Score 27 x 28 x 29 x 30 x MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score x x x x x x x x The Whispers Care Home DS0000047604.V361606.R01.S.doc Version 5.2 Page 23 Are there any outstanding requirements from the last inspection? NO STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations The Whispers Care Home DS0000047604.V361606.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Maidstone Office The Oast Hermitage Court Hermitage Lane Maidstone ME16 9NT National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI The Whispers Care Home DS0000047604.V361606.R01.S.doc Version 5.2 Page 25 - 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!