Please wait

Please note that the information on this website is now out of date. It is planned that we will update and relaunch, but for now is of historical interest only and we suggest you visit cqc.org.uk

Inspection on 09/06/05 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 9th June 2005.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Adequate. 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 service users confirmed that they enjoyed living in the home and that staff care for them well and are friendly and supportive. The home is maintained with a homely atmosphere and service users are encouraged to personalise their own rooms. Compliments were given by service users for the carers commitment to provide a good service both in giving care and in the provision of the meals.

What has improved since the last inspection?

The home has carried repairs and maintenance to improve the surroundings for service users.

What the care home could do better:

The management team will need to develop methods so that service users feel they are more involved in the decision-making and development of the home. The Manager and Provider need to ensure that they provide a sufficient level of staff at all times to maintain the safety of those living and working in the home. That all requirements made from the inspection visits are carried out and met within the given timescales.

CARE HOMES FOR OLDER PEOPLE THE WHISPERS 30 Rambler Lane Slough Berks SL3 7RR Lead Inspector Ruth Lough Unannounced 9 June 2005, 10:00 am 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 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 H51-H01-S47604-The Whispers-V228007-090605Stage 4.doc Version 1.30 Page 3 SERVICE INFORMATION Name of service The Whispers Address 30 Rambler Lane, Slough, Berks, SL3 7rr 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) 01753 527300 Mrs Mohanjit K Hyare Care Home (CRH0 19 Category(ies) of Old age, not falling within any other category registration, with number (OP) of places THE WHISPERS H51-H01-S47604-The Whispers-V228007-090605Stage 4.doc Version 1.30 Page 4 SERVICE INFORMATION Conditions of registration: None Date of last inspection 16/02/05 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 H51-H01-S47604-The Whispers-V228007-090605Stage 4.doc Version 1.30 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This was an unannounced inspection visit to review the quality of service provided and the outcomes for the service users living there. The inspector also reviewed the outstanding requirements and recommendations made during a previous inspection visit in February. The inspection visit took approximately 5.3 hours and involved looking at records, tour of the home and gardens and discussions with service users and staff. The Registered Manager has recently left and the proprietors have employed a new person to the role and at the time of the inspection he had been working at the home for two weeks. What the service does well: What has improved since the last inspection? What they could do better: The management team will need to develop methods so that service users feel they are more involved in the decision-making and development of the home. The Manager and Provider need to ensure that they provide a sufficient level of staff at all times to maintain the safety of those living and working in the home. That all requirements made from the inspection visits are carried out and met within the given timescales. THE WHISPERS H51-H01-S47604-The Whispers-V228007-090605Stage 4.doc Version 1.30 Page 6 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 H51-H01-S47604-The Whispers-V228007-090605Stage 4.doc Version 1.30 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 Standards Statutory Requirements Identified During the Inspection THE WHISPERS H51-H01-S47604-The Whispers-V228007-090605Stage 4.doc Version 1.30 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 standard(s) 1,2 and 3 The service users and their representatives are provided with information prior to admission to be able to make an informed choice to live at the home. EVIDENCE: The new Manager has recently redeveloped the Statement of Purpose to include up to date information and in greater depth than the previous document. The inspector was advised that the Service User Guide will also be reviewed and redeveloped to compliment the Statement of Purpose document and will be available 17.6.05. All service users are issued with a contract at admission and the new Manager stated that these will be reviewed parallel with all other documents used to support the delivery of care and the recording of information. All service users have a needs assessment carried out before admission to the home and these are reviewed periodically. The current process and documentation is not comprehensive in places and does not record sufficiently the necessary information. The manager informed the inspector that these document tools are being redeveloped. THE WHISPERS H51-H01-S47604-The Whispers-V228007-090605Stage 4.doc Version 1.30 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 standard(s) 9 and 10 The service users are potentially at risk if the policies, procedures and training for medication are not developed to meet the required standard. EVIDENCE: The Manager stated to the inspector that the medication practices still do not comply with the regulations and good practice. The Manager was able to inform the inspector of the plans to meet the requirement made during the last inspection inclusive of new policies, storage facilities and training for those staff responsible for the administration of medication. The storage of Oxygen cylinders both in the service user areas and in the external storage facility need to be compliant to Health and Safety requirements to secure the heavy containers from falling over. Service users were able to confirm that staff ensure that their privacy and dignity are maintained during the provision of personal care. The Manager has identified that reassessment of needs of the service users and the subsequent care plans developed from these will enable an analysis of the current staffing levels. THE WHISPERS H51-H01-S47604-The Whispers-V228007-090605Stage 4.doc Version 1.30 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 standard(s) 12,13,14 and 15 The service users lifestyle experiences matches in general their expectations and wishes. EVIDENCE: The inspector spent a considerable time seeking service users comments on the experiences of living in The Whispers. The service users expressed on the whole that the staff were very supportive, friendly and caring and that they ‘worked very hard’. They also confirmed that activities are arranged for them, although the inspector was unable to find supporting information on display to inform service users and their visitors of the planned programme for these. Some service users commented that they would like to have more planned activities and have the opportunity to make use of the garden area. The service users are very happy with the meals provided but did comment that although there was a planned rotational menu the information for this and the occasional changes that occur are not formally passed to the service users or made available to visitors to the home. The inspector did not review the menu plans or nutritional needs assessment of the service users during this inspection. THE WHISPERS H51-H01-S47604-The Whispers-V228007-090605Stage 4.doc Version 1.30 Page 11 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 standard(s) 16 The home has not been able to manage fully complaints/concerns raised by service users. EVIDENCE: The Commission for Social Care Inspection has received correspondence in regard to concerns voiced by a resident of the planned further development of facilities at the home and how this will effect the safety and welfare of those resident in the home. The Commission for Social Care Inspection has passed these concerns back to the home for them to readdress. THE WHISPERS H51-H01-S47604-The Whispers-V228007-090605Stage 4.doc Version 1.30 Page 12 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 standard(s) 19 and 26 The current condition of the home does not fully ensure the safety and comfort of the service users. EVIDENCE: The home is not purpose built for the service provision having had a number of building additions and alterations. The proprietor and management team will need to ensure that the present facilities meet the needs of the individuals in the home. Not all areas of the external garden areas and bathroom and toilet facilities are suitable for access or use by service users. The home has renewed in parts of the home, décor and fabric and fittings and the proprietor has indicated that this is to continue as to bring the home up to standard. However, there is not a formal programme of routine maintenance and renewal for the home to support this. The inspector observed that the staff struggle to maintain a safe working area in the kitchen during serving a meal and afterwards due to the facilities and the number of staff passing to and from the area. The proprietor has ensured that pipe work, in the kitchen, which was a hygiene control problem has now been ‘boxed in’, however the condition of the storage THE WHISPERS H51-H01-S47604-The Whispers-V228007-090605Stage 4.doc Version 1.30 Page 13 areas, sink and worktops still remain difficult for the staff to maintain a high standard of cleanliness. The private and communal areas are all kept clean and tidy although this can be difficult for staff to manage in the kitchen and laundry areas as the fabric of the fittings and floor coverings are in a poor condition. THE WHISPERS H51-H01-S47604-The Whispers-V228007-090605Stage 4.doc Version 1.30 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 considers Standards 27, 29, and 30 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 27 and 29 The service users could be put at risk through insufficient skilled and experienced staff employed at the home and recruitment practices. EVIDENCE: The current work patterns and staff rota does not support a consistent quality and level of staff in the home and puts service users and staff at risk at times when at peak activity periods of the day and during the night periods. The rota does not indicate fully that staff commence and finish duties at irregular times. The new manager informed the inspector that the staffing compliment will be reviewed when the planned reassessment of needs of the service users has occurred. The recruitment policy and procedures and supporting documents will need to be reviewed to ensure that all recruitment practices are carried out in accordance to the regulations and National Minimum Standards. The service users expressed that the staff are friendly and caring and ensure that their needs are met. Compliments were given for their commitment to provide a good service both in giving care and in the provision of the meals. THE WHISPERS H51-H01-S47604-The Whispers-V228007-090605Stage 4.doc Version 1.30 Page 15 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 33, 35 and 38 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 33 and 37,38 The home has not implemented suitable systems to monitor that it is being run in the best interest of the service users. EVIDENCE: The Manager informed the inspector that service users meetings have occurred but all other aspects of quality monitoring have not been fully developed or implemented. The information supporting formal supervision processes was not available. The home does not have quality policies and procedures to ensure the protection of service users and staff. The manager indicated that the homes policies, procedures and other record keeping tools were in the process of being reviewed. Standard 38 was not fully inspected. A new fridge has replaced the faulty one identified in the last inspection and now no longer poses a health and safety risk. THE WHISPERS H51-H01-S47604-The Whispers-V228007-090605Stage 4.doc Version 1.30 Page 16 The home has implemented all fire safety requirements made from the previous inspection and the fire service visits but was unable to evidence the reports and completion documents for this. THE WHISPERS H51-H01-S47604-The Whispers-V228007-090605Stage 4.doc Version 1.30 Page 17 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 ENVIRONMENT Standard No 1 2 3 4 5 6 Score Standard No 19 20 21 22 23 24 25 26 Score 2 3 2 x x N/A HEALTH AND PERSONAL CARE Standard No Score 7 x 8 x 9 2 10 3 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 2 COMPLAINTS AND PROTECTION 2 x x x x x x 2 STAFFING Standard No Score 27 2 28 x 29 x 30 2 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score Standard No 16 17 18 Score 2 x x x x 2 x x x 2 2 THE WHISPERS H51-H01-S47604-The Whispers-V228007-090605Stage 4.doc Version 1.30 Page 18 Yes 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. 2. 3. Standard 1 3 9 Regulation 4,5 14 13(2) Requirement That the Service User Guide is fully developed with the required information. That the assessment of need of the Service user is developed to be a comprehensive process. Ensure that medication administration is supported by robust policies, procedures and practices. This is an outstanding requirement from 17/02/05 That the facilities in the kitchen and laundry areas are reviewed and developed to ensure safe working practices and infection control. That a routine planned programme of maintenance and renewal of the fabric and fittings of the home is implemented and records kept. Ensure that rosters are an accurrate reflection of staff on duty and that there are sufficient staff on duty to effectively meet the needs of the Service Users. This is an outstanding requirement from 17/02/05 Ensure that a comprehensive Timescale for action 17/06/05 30/06/05 30/07/05 4. 26 23 09/01/06 5. 19 23 30/07/05 6. 27 18(1)a 30/06/05 7. 30 18 30/07/05 Page 19 THE WHISPERS H51-H01-S47604-The Whispers-V228007-090605Stage 4.doc Version 1.30 8. 9. 33 37 24 17 training programme is put in place for all staff and evidence kept. That effective quality assurrance 30/08/05 and monitoring is put in place. That all records are kept up to 30/07/05 date and in good order and are made open to inspection. 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 H51-H01-S47604-The Whispers-V228007-090605Stage 4.doc Version 1.30 Page 20 Commission for Social Care Inspection 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 H51-H01-S47604-The Whispers-V228007-090605Stage 4.doc Version 1.30 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. 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!