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Inspection on 28/12/05 for The Willows Intermediate Care Service

Also see our care home review for The Willows Intermediate Care Service for more information

This inspection was carried out on 28th December 2005.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Excellent. 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

All of the residents who were spoken with said they like living at the Willows, and were very complimentary about the staff. During the Inspection staff members were seen to be treating residents with respect and dignity. Records show that the staff are well supervised, and there is ample training on offer.

What has improved since the last inspection?

At the last Inspection two requirements and one recommendation were set, and these have all been met.

CARE HOMES FOR OLDER PEOPLE Willows, The Resource Centre Ambergate Road Beechdale Estate Nottingham NG8 3GD Lead Inspector Rob Cooper Unannounced Inspection 28th December 2005 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 Willows, The Resource Centre DS0000037311.V274990.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. Willows, The Resource Centre DS0000037311.V274990.R01.S.doc Version 5.1 Page 3 SERVICE INFORMATION Name of service Willows, The Resource Centre Address Ambergate Road Beechdale Estate Nottingham NG8 3GD 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) 0115 9293861 Nottingham City Council Mr Stephen Upton Care Home 16 Category(ies) of Old age, not falling within any other category registration, with number (16) of places Willows, The Resource Centre DS0000037311.V274990.R01.S.doc Version 5.1 Page 4 SERVICE INFORMATION Conditions of registration: 1. To accommodate one named service user under the age of 65 whose file will be kept at the home along with this variation 22nd September 2005 Date of last inspection Brief Description of the Service: The Willows Resource Centre is a multifunctional complex situated in a residential area that has a high proportion of elderly residents. The complex is very close to a range of community facilities including a church, shops and a community centre. The complex offers a range of facilities to people aged fifty years and over. The Willows residential unit provides Intermediate care for up to sixteen people. It is owned by Nottinghamshire City Council Social Services and is run in partnership with Nottingham Health Authority. The residential unit is a single storey building with sixteen single bedrooms, none of which meet the National Minimum Standards size requirements. All bedrooms are well decorated and comfortably furnished. None of the bedrooms have en-suite facilities but there are sufficient toilets and bathrooms, conveniently located throughout the building. There is an inner courtyard garden, which has been well maintained and is accessible by all residents. Willows, The Resource Centre DS0000037311.V274990.R01.S.doc Version 5.1 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The Inspection was unannounced and took place through the middle of the day with one Inspector present lasting approximately three hours. The methodology used was to visually inspect the premises, case track three residents – this involves checking a range of care records, and making a judgement about the quality of care being offered. Three residents were spoken with, and two different family visitors, together with three members of staff. The Willows presents as a well run professional, but homely care environment, with the residents saying they are happy and feel well cared for. 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 contacting your local CSCI office. Willows, The Resource Centre DS0000037311.V274990.R01.S.doc Version 5.1 Page 6 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 Willows, The Resource Centre DS0000037311.V274990.R01.S.doc Version 5.1 Page 7 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): 123&5 Prospective residents would have the information that they require to make an informed choice about coming to live at the Willows. Each resident does have a written copy of the terms and conditions of residence. Residents do move into the Willows having had their needs assessed. Residents and their families do not usually have the opportunity to visit prior to taking up residence. EVIDENCE: The Statement of Purpose and Service User Guide were both seen, and these were found to be comprehensive documents that contained all of the information required by Care Homes Regulations. Copies of the documents were seen in resident’s bedrooms. There were copies of the terms and conditions of residence in each of the three resident’s files that were seen, and also copies in the resident’s bedrooms. Each of the resident’s files contained comprehensive assessments, on which their care plans were based. Trial visits are not usual at the Willows, as the majority of admissions are made on an emergency basis, which gives little or no opportunity for the resident and/or their families to visit beforehand. In addition the nature of the emergency admission often means that there are no alternatives for accommodation available. Willows, The Resource Centre DS0000037311.V274990.R01.S.doc Version 5.1 Page 8 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 The residents at The Willows do have their personal and social care needs set out in an individual plan of care. Resident’s health care needs are fully met. EVIDENCE: The three resident’s files that were seen all had a plan of care identified, with the files laid out in an ordered and logical manner, covering personal, health and social care needs. The three files contained information relating to health, and the records evidenced that resident’s health needs are being met. Willows, The Resource Centre DS0000037311.V274990.R01.S.doc Version 5.1 Page 9 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 Residents do find that the lifestyle and activities meet their expectations, and satisfy their cultural, religious and recreational interests and needs. Residents are able to maintain contact with their families and friends, while they are resident at the Willows. EVIDENCE: Four residents were spoken with during the Inspection about activities and recreational needs. Three said they were very happy, and that there was a lot to do, although the fourth said, “sometimes they would like more activities.” There was evidence of Bingo, sing-a-long, music, dominoes and Karaoke, and also fish in an aquarium and two cage birds. The notice boards carried information about activities, and two visitors said that there was often something organised happening when they visit. During the Inspection three residents were having visitors from family members, two of the families were spoken with, and both said that they were able to visit when they liked, and they were always made to feel welcome. Willows, The Resource Centre DS0000037311.V274990.R01.S.doc Version 5.1 Page 10 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 Residents and their families are confident that their complaints will be listened to and acted upon. EVIDENCE: The complaints records show that there has only been one complaint within the past three months. The records also show that this was dealt with in accordance with the Willows complaints procedure, and within the designated time frame. Copies of the complaints procedure are prominently displayed, and there are pre-paid envelopes available in the foyer for sending complaints to Social Services. There is also a suggestion box in the foyer, with information displayed in a number of different languages. Willows, The Resource Centre DS0000037311.V274990.R01.S.doc Version 5.1 Page 11 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): 21 22 24 & 26 Residents have sufficient lavatories and bathrooms to meet their needs. There is a range of specialist equipment to maximise independence. Resident’s bedrooms are comfortable, homely and well personalised. The Willows is clean, fresh and hygienic. EVIDENCE: The lavatories and bathrooms were found to be clean and very well personalised. There were cupboards to store gloves and other bathroom supplies, and a number of little touches such as stencils on the cupboard doors, which showed thought and care. Handrails are provided to both sides of the corridors, and there are grab rails in the toilets, as well as raised toilet seats available. There are also steps up to the Occupational Therapist’s offices where resident’s can practice using the stairs, in preparation for returning home. Three resident’s bedrooms were seen, and while these present as on the small side, they have been well personalised, and appear very comfortable. Two residents who were asked said that they liked their bedrooms, and that they had everything that they needed. Throughout the building it was found to be clean and fresh and there was clear evidence of a cleaning regime, and organisation. Willows, The Resource Centre DS0000037311.V274990.R01.S.doc Version 5.1 Page 12 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 & 30 A staff team that has sufficient numbers and skill mix meets the resident’s needs. Staff at the Willows are trained and competent to do their jobs. EVIDENCE: The staffing rota covering a four-week period was seen, this showed that there were sufficient numbers of staff, and that there was a suitable skill mix during this period to meet the resident’s needs. Staff training records were seen, and these showed that staff receive training appropriate to the roles that they are undertaking. Two members of staff talked about training opportunities, and said that they thought there was a lot of training on offer. Both staff members were undertaking the National Vocational Training at level II in care. Willows, The Resource Centre DS0000037311.V274990.R01.S.doc Version 5.1 Page 13 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): 36 & 38 Staff are appropriately supervised at the Willows. The health & safety of residents and staff at the Willows is promoted and protected. EVIDENCE: Records of staff supervisions at the Willows show that staff receive regular six weekly formal supervision, and this was confirmed by the two members of staff who were asked about their supervision and support. A range of health & safety records, including fire records, water testing, Control of Substances Hazardous to Health (COSHH) records were seen, and all found to be complete an in order. Willows, The Resource Centre DS0000037311.V274990.R01.S.doc Version 5.1 Page 14 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 4 4 4 X 3 X HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 X 10 X 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 X 15 X COMPLAINTS AND PROTECTION Standard No Score 16 4 17 X 18 X X X 4 3 X 3 X 3 STAFFING Standard No Score 27 3 28 X 29 X 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score X X X X X 4 X 3 Willows, The Resource Centre DS0000037311.V274990.R01.S.doc Version 5.1 Page 15 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 Willows, The Resource Centre DS0000037311.V274990.R01.S.doc Version 5.1 Page 16 Commission for Social Care Inspection Nottingham Area Office Edgeley House Riverside Business Park Tottle Road Nottingham NG2 1RT 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 Willows, The Resource Centre DS0000037311.V274990.R01.S.doc Version 5.1 Page 17 - 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!