Inspection on 19/09/06 for Victoria House

This inspection was carried out on 19th September 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 made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

Other inspections for this house

Victoria House 13/03/06

Victoria House 13/06/05

Victoria House 26/10/04

Victoria House 10/05/04

Similar services:

Chirnside House

Keer Sands Residential Home

Ruskin Lodge

Bushell House

Langrigg House

Parkside

Dystlegh Grange

Thornton Lodge

Extracts from inspection reports are licensed from CQC, this page was updated on 09/07/2008.

CARE HOMES FOR OLDER PEOPLE Victoria House 2 Victoria Road Poulton Le Fylde Lancashire FY6 7JA Lead Inspector Mrs Gwen Miller Unannounced Inspection 19th September 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 Victoria House DS0000009714.V309410.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. Victoria House DS0000009714.V309410.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Victoria House Address 2 Victoria Road Poulton Le Fylde Lancashire FY6 7JA 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) 01253 892400 Mrs June Patricia Wilkinson Mrs Pauline Elliott Care Home 15 Category(ies) of Old age, not falling within any other category registration, with number (15) of places Victoria House DS0000009714.V309410.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The service should employ a suitably qualified and experienced manager who is registered with the Commission for Social Care Inspection 13th March 2006 Date of last inspection Brief Description of the Service: Victoria House provides residential care and is registered to accommodate 15 residents of either sex, aged 65 years and above. The home is situated in a residential area of Poulton-le-Fylde and is close to shops and local amenities. The home is run in a homely manner with a friendly, informal atmosphere. It is also situated on a bus route and is close to the railway station. Residents are encouraged to retain their links in the community and help is given to ensure that relationships, hobbies and interests are pursued. Relatives, friends and visitors are made welcome at any time. Communal accommodation is situated on the ground floor and the bedrooms are situated on the ground and first floors. A chair lift is installed to assist those residents who cannot manage stairs. The home has a friendly dog who visits and spends time with residents in the lounge, she is enjoys being stroked and company. At the time of the visit (19th September 2006) the information given to the Commission for Social Care Inspection showed that the fees for care at the home are £355 per week, with added expenses for hairdressing and chiropody. Victoria House DS0000009714.V309410.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The inspection of this home has been carried out over the period since the previous inspection March 2006. This is to give an overall picture of Victoria House using evidence and information gathering, in the form of a pre inspection questionnaire, letters to and from the home during that period and comment cards from residents and relatives. The inspection also included a site visit to the home which was completed in one morning and lunchtime period, it was unannounced, which means that the manager, deputy staff and residents did not know it was to take place until the inspector arrived. Time was spent sitting and talking with people who live at Victoria House and observing the day to day routines of the home and care staff as they provide support. A tour of the building included bedrooms, lounges, dining areas and bathrooms. The garden areas were also seen. The manager, deputy, chef and staff were spoken with, everyone was very friendly, welcoming and helpful. A good atmosphere was noted with good relationships between staff and residents. Throughout the report there are references to ‘case tracking’, this is a method whereby the inspector focuses on a small number of residents, all relevant records relating to them are examined, from their initial assessment, throughout their period of care, to the current time. This was carried out for one resident. There were nine residents living at Victoria House at the time of the visit. What the service does well: In line with the home’s policies and procedures, Victoria House tries to make sure that there is equal care given to all residents, considering their individual choices and preferences and giving equal support to all irrespective of their race, gender, disability, sexuality, age, religion or beliefs. There is equal consideration given to prospective employees and there are male, female, and overseas staff between the ages of 18 and 65 years working at the home, training and development programmes are offered to all staff. Victoria House DS0000009714.V309410.R01.S.doc Version 5.2 Page 6 The home ensures that all residents have equal access to different parts of the home via a stairlift and ramps, aids and adaptations are in toilets and bathrooms. Victoria House continues to provide a friendly, informal atmosphere where dignity is acknowledged and independence is encouraged. The home has a large staff group for the number of residents and they are keen to provide residents with the individual care needed and build relationships with them. Again on this inspection all residents spoken with said they liked living at the home and felt well cared for. Comments included .”am happy with everything, enjoy all meals served and happy with activities” and “couldn’t wish for more, everybody is very nice”. . Relatives also spoke well of the home, its friendliness and relaxed attitude, one written comment included “the garden party made me realise that Victoria House is a family not just a home” and “the home is convenient to where I live, it is a small home and rather like a large family”. One relative said “when I visit from abroad the manager always arranges to meet and see me and discuss ‘her’ progress and explain the care plan”. Victoria House places emphasis on good home made food. The chef is very jolly and helpful. He makes good home made cakes and sweets especially. He is always happy to cook an alternative meal for residents who do not fancy their original choice (as mentioned in the body of this report). The home includes staff input in running the home and tries to incorporate their views in daily practices at Victoria House. “Penny” is a very friendly dog who spends much of the day with residents in the lounges, she enjoys being stroked and the residents enjoy her company. What has improved since the last inspection? The manager and deputy are both nearing the completion of their manager’s qualifications so will be able to take on equal responsibilities in the absence of each other. The home is to have a new nurse call system which residents will be able to carry with them, thereby not disadvantaging those with mobility problems.. Systems for handling and storing personal monies have been put in place. A friendly dog now spends time with residents who enjoy her company. Victoria House DS0000009714.V309410.R01.S.doc Version 5.2 Page 7 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. Victoria House DS0000009714.V309410.R01.S.doc Version 5.2 Page 8 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 Victoria House DS0000009714.V309410.R01.S.doc Version 5.2 Page 9 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. Standard 6 does not apply to this home. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Good information is now in place which allows people to make informed choices whether or not the home will meet their needs. Full assessments of needs are carried out for all residents to ensure the home can look after them properly and give the right sort of care.. EVIDENCE: The Home’s Statement of Purpose and Service User Guide contains all the relevant information needed for prospective residents to make an informed choice when they are considering making Victoria House their home. These have been given to all residents. Copies of Service User Guides are placed in each bedroom. Victoria House DS0000009714.V309410.R01.S.doc Version 5.2 Page 10 Resident’s case files held written contracts between themselves and the proprietor, stating clearly what was and was not included in the cost of staying there, contracts also explained their rights as residents of the home. In case tracking and in general inspection, files contained full assessments of resident’s needs, these had been completed prior to admission, to ensure that Victoria House was the right place for that person to live, and that the Home could provide the right care for them. Through comment cards received from relatives and by speaking with residents, it was clear that prospective residents are offered periods of short stay and day visits, prior to any decision being made to reside at Victoria House on a more permanent basis. Comments from relatives included “I visited the home several times and the information booklet was detailed and accurate, all questions answered clearly”. Victoria House does not offer intermediate care. Victoria House DS0000009714.V309410.R01.S.doc Version 5.2 Page 11 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): 7,8,9,10 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The health needs of residents are well met and people are treated with dignity and respect. The systems for the administration of medication are clear and comprehensive arrangements are in place to ensure resident’s medication needs are met EVIDENCE: Good care plans are in place for each resident, these include individual’s likes and dislikes and are reviewed regularly. Residents spoken with were happy with the way their care and care planning was carried out. Medication systems are good, medications are handled and stored correctly, the local pharmacy visits regularly to endure this is so. Residents may administer their own medication if they are able, a locked facility is provided for them. Victoria House DS0000009714.V309410.R01.S.doc Version 5.2 Page 12 Visits by G.P. s, district nurses, and other medical services, are recorded and specialist advice from geriatricians, continence advisors and community psychiatric nurses, is sought when necessary, to meet the needs of the residents. Comments from relatives included “All needs are attended to promptly and with care, as our Mother’s condition deteriorates, her increasing needs have always been met”. Another was “Victoria House provides for all my Nan’s needs. I live away and I am very happy to rely on their care. They always keep me and my family fully informed, she always looks lovely when I visit and she is contented”. Residents said they felt their privacy is respected and their care is provided in a dignified manner. The inspector observed that care was given in a sensitive way so that the resident was not caused any embarrassment. Staff were noted to knock on bedroom doors and seek permission before entering. Residents said they are always asked how they wish to be addressed, although most use Christian names as the norm. Victoria House DS0000009714.V309410.R01.S.doc Version 5.2 Page 13 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): 12,13,14,15. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Links with the community are good and social activities are provided, these support and enrich resident’s chosen lifestyle. The meals in this home are good offering both choice and variety and catering for special needs. EVIDENCE: The pre inspection questionnaire evidenced that a good varied range of activities are offered on a regular basis these include bingo, dominoes, ball / bean bag games, music, dancing, gentle exercise, reminiscence, quiz’s. Staff accompany residents to local café’s and pubs, shopping in the village, church services, bridge clubs and to the village library. A mobile library also visits the home. Again on this inspection, it was clear that residents are asked to make choices in what to eat, when to rise and retire, how to spend their time, how to furnish their room, who they wish to keep company with and who they nominate to manage their affairs (if they do not want to manage them themselves). They are also asked if they wish to manage their own medication (as mentioned previously) and given a choice of locking their bedroom doors. All residents Victoria House DS0000009714.V309410.R01.S.doc Version 5.2 Page 14 spoken with said they chose what to do with their time, although they were encouraged to join in activities in a communal setting, their choice to remain in their own rooms or go out into the community, was acknowledged. Relative’s comments included “there are not many activities that she can join in with, however she enjoys having her hair and nails done and she enjoys company”. Menus provided in the home’s pre inspection information, showed a good variety of meals offered, both hot and cold, at breakfast, lunch and dinner. All resident’s spoke very highly of the quality of food provided. Observation at lunchtime showed that meals looked appetising and were served on matching crockery with table linens and napkins on all tables. Those who needed assistance were helped in a dignified manner and the dining room is large enough for all residents to eat at one sitting. The chef provides lots of choices in foods and during this visit, was noted to prepare a completely different meal for a resident who didn’t fancy what she had chosen for her lunch, this was done without any fuss. Relative’s comments included “ her food is tailored to meet her needs”. Victoria House DS0000009714.V309410.R01.S.doc Version 5.2 Page 15 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 & 18 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home has a satisfactory complaints system with evidence that residents feel their views are listened to and acted upon. EVIDENCE: There are policies and procedures in place for complaints, whistle-blowing and adult abuse issues, staff are made aware and have training in these issues as part of their induction programme. Information is clearly provided for residents in the event of them, or their relatives wanting to make a complaint about the home or its staff. Residents spoken with said they would tell the manager if they had any worries or concerns about their care or accommodation. Relative’s comments included “I am made aware of the complaints procedure but have not had any cause to make one”. Since the previous inspection, there have been no complaints received by the Commission for Social Care Inspection. Victoria House DS0000009714.V309410.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 19,20,23,26 Quality in this outcome area is good. The judgement has been made using available evidence including a visit to this service. The residents are provided with a clean and comfortable environment, where bedrooms are well personalised. This means that residents will feel at home with their belongings around them. EVIDENCE: Since the previous visit, changes inside the home have included new lounge chairs and commodes as well as redecoration, new decking has been installed in the garden so providing a sunny place to sit and a good area for the home’s annual garden party, which was held last week. A tour of the home showed that the general environment was homely, comfortable and geared to the needs and wishes of the residents. Both from comment cards received and by speaking to residents, it was clear that all are pleased with their accommodation, especially bedrooms. Victoria House DS0000009714.V309410.R01.S.doc Version 5.2 Page 17 There is equal access to all areas of the home for residents and visitors with mobility problems, as there are ramps and a stair lift in place. There are some aids and adaptations in place to give access and help with the resident’s toilet and bathing needs. Records of checks made on all equipment are kept up to date. All the radiators throughout the home are fitted with guards to protect residents from the risk of injury. Fail-safe devices are fitted to all hot water outlets used by residents to ensure water is delivered close to 43ºC. Regular checks of water temperatures are made by the manager and recorded to maintain safety. The manager keeps a comprehensive record of all work undertaken throughout the home. The premises were found to be clean and free from offensive odours. It has not been possible to provide extension cables to nurse call systems, as recommended on the previous report, due to the age of the installed system, however the proprietor, Mrs Wilkinson, is to have a new system fitted throughout the Home. Victoria House DS0000009714.V309410.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 27,28,29,30 Quality in this outcome area is good. The judgement has been made using available evidence including a visit to this service. The numbers of staff on duty well met the needs of the people living at the home. The policies and procedures for the recruitment of staff provide safeguards for the protection of residents. EVIDENCE: The home’s equal opportunities policy is reflected in that there are male and female staff, between the ages of 18 and 65, including overseas carers, working at the home. The pre inspection questionnaire showed that there are a large number of staff caring for the home’s 9 residents which means that they have time to spend with residents on a one to one basis and take them out into the community. Again on this inspection, all residents spoke highly of the staff, comments included “ the staff are very approachable and easy to talk to” and “staff always listen to and act on what you say”. Residents said their call bells were answered promptly during the night and that staff were always pleasant to them. A good relationship was again noted between staff and residents and there was a relaxed atmosphere throughout the home. Victoria House DS0000009714.V309410.R01.S.doc Version 5.2 Page 19 Staff files contain information to ensure that persons employed are fit to work at Victoria House and competent to do their jobs, training is set up and National Vocational Training (NVQ) is ongoing at present. Each staff file shows the training programmes completed and those planned for the future. Supervision is carried out regularly and recorded appropriately. Criminal Records Bureau (CRB) clearances are on file for all employees, any new staff will need clearances before starting work at the home. Employment histories need to include dates and reasons of unemployment to give a fuller account of a prospective employees previous life experiences. Victoria House DS0000009714.V309410.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 31,33,35,38 Quality in this outcome area is good. The judgement has been made using available evidence including a visit to this service. The home reviews aspects of its performance through consultation, which includes seeking the views of residents, thereby ensuring the Home is run in their best interests. EVIDENCE: The Home continues to be well managed and run on a daily basis by Pauline Elliott who is near completion of her management qualification and has good experience and knowledge of many of the problems that older people develop. Residents and staff respect and like her and find her approachable and friendly. There is a quality monitoring system for the home, this means that the home is a preferred provider for the local social services. Victoria House DS0000009714.V309410.R01.S.doc Version 5.2 Page 21 These systems involve residents and relative surveys and the results of these are included in the home’s newsletter which is produced for the residents and their relatives. Residents are asked for their input one by one, so as not to exclude or disadvantage those with hearing difficulties. Since the previous visit, the system for holding personal monies for residents has been improved. All health and safety checks are done including fire drills and current safety servicing certificates are in place. Victoria House DS0000009714.V309410.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 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 3 X X 3 X X 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 X X 3 Victoria House DS0000009714.V309410.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. 1. 2. Refer to Standard OP31 OP29 Good Practice Recommendations The registered manager should be NVQ level 4 qualified. Gaps in employment records should be explored. Victoria House DS0000009714.V309410.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection North Lancashire Area Office 2nd Floor, Unit 1, Tustin Court Port Way Preston PR2 2YQ 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 Victoria House DS0000009714.V309410.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. 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