Inspection on 29/02/08 for Wallace House

This inspection was carried out on 29th February 2008.

CSCI found this care home to be providing an Good service.

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

Wallace House 21/07/07

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

CARE HOMES FOR OLDER PEOPLE Wallace House Ravensworth Road Dunston Gateshead Tyne & Wear NE11 9AE Lead Inspector Mr Tom Moody Key Unannounced Inspection 29th February 2008 09:30 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 Wallace House DS0000070994.V360877.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. Wallace House DS0000070994.V360877.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Wallace House Address Ravensworth Road Dunston Gateshead Tyne & Wear NE11 9AE 0191 460 3031 0191 460 2996 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) Southern Cross BC OpCo Ltd Position Vacant Care Home 40 Category(ies) of Old age, not falling within any other category registration, with number (40) of places Wallace House DS0000070994.V360877.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category of service only: Care Home with Nursing - Code N To service users of the following gender: Either Whose primary care needs on admission to the Home are within the following categories: Old Age, not falling within any other category, Code OP - maximum number of places 40 The maximum number of service users who can be accommodated is: 40 2. Date of last inspection Brief Description of the Service: Wallace House is a care home that provides permanent accommodation with personal care support and nursing care for up to a total of forty older people, some of whom may have a physical disability and / or sensory loss. The property is situated on a main thoroughfare in Dunston, and is within walking distance of a range of local amenities, including a health centre, pharmacy, shops, places of worship and public houses. The Metro Centre shopping complex is also only a short distance away. The area is well served by public transport. Accommodation is purpose built over two levels, each with facilities that include lounges, dining areas and bathrooms. All bedrooms are single with en-suite WCs and one room is suitable for sharing by a couple. Off road car parking is available at the rear and side of the home. At the front there is a small garden and patio area, that can be reached from one lounge, which Service Users may enjoy in good weather. Both internally and externally, the property is accessible for wheelchair users. Wallace House DS0000070994.V360877.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 2 star. This means the people who use this service experience good quality outcomes. The site visit for this inspection took place over one day on 29 February 2008. One inspector carried out the inspection. The manager of the service was present during the site visit. The views of people living at the home were gathered, prior to the site visit, by using comment cards and, during the site visit, by talking to them and their visitors. Care plans, medication records, staff records and other documents were examined during the site visit. Care practice was observed at various times throughout the visit. Positive feedback was received from the great majority of those whom the inspector spoke to. The manager was interviewed and a tour of the home took place. A mealtime was observed but the inspector did not sample the food at this inspection. What the service does well: What has improved since the last inspection? Wallace House DS0000070994.V360877.R01.S.doc Version 5.2 Page 6 The home is now none smoking. The burn-damaged décor has been replaced and the risk from fire has receded. The fabric of the home is better maintained and the home is being redecorated. The home is being well managed and new systems are being introduced. More staff are undertaking training and a high number have completed their NVQ qualification. Staff moral has improved. Care practice and customer service 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. Wallace House DS0000070994.V360877.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 Wallace House DS0000070994.V360877.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): 1, 2, 3, 4 and 5. Quality in this outcome area is good. Quality in this outcome area is good. This judgment has been made from evidence gathered both during and before the visit to this service Service users and their relatives are given the necessary information to make an informed choice about the home. Service user’s needs are assessed by, The Home Manager, professionals from Local Authorities and Primary Care Trusts. This ensures that they are placed in a home that can meet these needs. EVIDENCE: The providers self-assessment indicate service users needs are assessed by The Home Manager and professionals, from Local Authorities, or Primary Care Trusts. The service user’s care plans that I sampled, showed a good level of assessment. Documentation from care managers is present as well as the home’s own assessment. This has been recently revised and it is very comprehensive. Wallace House DS0000070994.V360877.R01.S.doc Version 5.2 Page 9 The self-assessment also states that service users and their family can visit the home before placement. It also points out that the home’s statement of purpose is available in the lobby with a “mini guide” in each room. The manager confirmed the home still places the “Mini Guides” in each room and these provide good information. The statement of purpose is also displayed in the lobby. The provider states that all service users have a contract and the homes contract is easy to understand. Samples of these were seen. Several service users and their relatives spoke of the process of coming into the home. All of them said they had the right information. One commented that, “I definitely got good information.” Wallace House DS0000070994.V360877.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): 7, 8, 9 and 10. Quality in this outcome area is good. This judgment has been made from evidence gathered both during and before the visit to this service. There is enough information in care plans ensure that the home is meeting all of service user’s healthcare needs. Service users are protected by a safe system of medication that is properly operated by staff. EVIDENCE: Providers self-assessment indicates good level of engagement with health services and clinical specialists and that service users and their relatives are involved in the care planning process. The care plans continue to be improved and a new documentation is being introduced. The care plans that were sampled contained a good level of information, including risk assessments. A life history has been introduced and this provides good background information about service users. Care plans have been updated in line with changes in service user’s needs. Wallace House DS0000070994.V360877.R01.S.doc Version 5.2 Page 11 Relatives expressed satisfaction with the level of care, one said that, “They got a hearing aid for (X) and it’s much better now for him.” Another relative said, “Staff have a lovely manner and they handle (Y) very gently.” Doctor’s visits were recorded, as were other professionals such as chiropodists, speech and language therapists etc. Medication storage was secure and administration was properly carried out and recorded. Wallace House DS0000070994.V360877.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): 12, 13, 14 and 15. Quality in this outcome area is good. This judgment has been made from evidence gathered both during and before the visit to this service. Service users are having more of their social and recreational needs met by staff and this has improved the quality of life in the home. Quality and quantity of food is good. Increased choice and improved support means that service users nutritional needs can be properly met. EVIDENCE: The provider’s self-assessment indicates a variety of recreational opportunities are provided. The home does have a social programme and service users spoke of “entertainments”. The manager is hoping to appoint an activities coordinator soon and this is a potential area for improvement. The home is now none-smoking and this has eliminated risk as well as damage to fitting and furnishings. Meals are appetising and are served in an appropriate manner. The standards of food hygiene and presentation are high. Staff support anyone who needs help to eat and do this in a very pleasant manner. Wallace House DS0000070994.V360877.R01.S.doc Version 5.2 Page 13 The overall relationship between staff, service user and their relatives is good. Staff spend time with service users, talking to them even when they were not carrying out care tasks. There were many positive comments from service users and their relatives, such as, “I can’t speak too highly of this home”, “I’ve been in other places but this is better”, and “The staff are very good. They do a wonderful job in difficult circumstances. They know how to deal with people.” Other service users, who had problems with speech, indicated by their expression and other unspoken means that they were happy with the way they were cared for and they enjoyed their food. Visitors are encouraged to come in at any time and visitors were seen to come and go throughout the time of the site visit. Wallace House DS0000070994.V360877.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): 16 and 18. Quality in this outcome area is good. This judgment has been made from evidence gathered both during and before the visit to this service. Service users and most relatives are comfortable about raising issues with staff and the management team, and there are regular meeting to enable this to happen. They are confident they will be protected by the homes procedures. EVIDENCE: The providers self-assessment indicates a good level of awareness of adult protection issues. One relative commented that, “I have left messages to give me a call but they have not done so.” The new manager operates an “open door” policy and was seen to make himself available to service users, staff and relatives. The home has a good record of carrying out meeting with relatives and the new manager is carrying this forward. There have been few recorded complaints since the new manager has been appointed and these have been recorded accurately and responded too in line with company policy. The manager says that staff are having training in adult protection and staff confirmed this. Wallace House DS0000070994.V360877.R01.S.doc Version 5.2 Page 15 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): 19, 20, 21, 22, 23, 24, 25 and 26. Quality in this outcome area is good. This judgment has been made from evidence gathered both during and before the visit to this service. The home provides a safe and comfortable environment. With the exception of the loop system, the home provides suitable aids and adaptations and the environment meets service users needs. EVIDENCE: The provider’s self-assessment indicates that the environment is well maintained to ensure service user’s safety. The self-assessment also states that routine maintenance is carried out and certificated. Survey comments indicate the home is kept clean and there is little odour in the home. During the site visit no unpleasant odours were detected and the home was clean and tidy. Wallace House DS0000070994.V360877.R01.S.doc Version 5.2 Page 16 At the time of the site visit redecoration was being carried out in many communal areas. All bedrooms are pleasantly decorated and the occupants have personal items and possessions in their rooms. All fire precautions were observed at the time of the site visit. The home has a good level of equipment with a number of modern, adjustable, beds with built in rails available. Alternative strategies were being employed to avoid the use of rails whenever possible. Pressure relieving aids were in use and the home has suitably adapted bathrooms and toilets for service users requiring extra support. An induction loop system has been installed in one ground floor lounge. However, the design and location of this is inappropriate. In addition, staff were unfamiliar with the equipment and were unable to make it work properly so it remained unavailable to any person who needed it. Wallace House DS0000070994.V360877.R01.S.doc Version 5.2 Page 17 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): 27, 28, 29 and 30. Quality in this outcome area is good. This judgment has been made from evidence gathered both during and before the visit to this service. The number of staff on duty was sufficient to meet service users needs and recruitment is robust, with all necessary checks carried out to ensure the safety of service users. Staff receive training and put this training into effect to ensure service users needs are met. EVIDENCE: The manager says that 85 of the staff hold NVQ level 2 qualifications. Staff records indicate they are receiving appropriate training. Staff, who were formerly reluctant to undergo training, now say they are doing this and feel that they benefit from it. Staff records confirm that recruitment processes are followed and that staff are provided with mandatory training and induction training. There were enough staff to support service users on the day of the site visit. Care was carried out in an unhurried manner and staff had time to talk to service users and their relatives. The call system was answered promptly. Wallace House DS0000070994.V360877.R01.S.doc Version 5.2 Page 18 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): 31, 32, 33, 34, 35, 36, 37 and 38. Quality in this outcome area is good. This judgment has been made from evidence gathered both during and before the visit to this service. The inclusive management style of the manager has improved the running an efficiency of the home. He has the backing of his staff, and the senior management team, and this should ensure good care and quality of life for service users and their relatives. EVIDENCE: The home has had a new manager in post since the last inspection. The Manager is a registered nurse who although relatively young, has sufficient experience. He is undertaking the Registered Managers Award. He has improved practice in the home and introduced new ideas to improve the quality of life of service users. He has involved relatives and instituted Wallace House DS0000070994.V360877.R01.S.doc Version 5.2 Page 19 regular meetings with them. Relatives are pleased with the improvement in the management of the home. Staff find the manager approachable and open in his dealings with them. The homes records are well kept. Service users personal allowance records are accurately kept on computer and a paper system backs this up. Receipts are kept and the system is audited regularly. The manager spoke of quality assurance being carried out by Company audits and there are records of these available. The manager feels supported by the senior management team and the company have contacted the regulator with any relevant information. Wallace House DS0000070994.V360877.R01.S.doc Version 5.2 Page 20 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 3 3 3 3 3 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 3 2 3 3 3 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 3 3 3 3 3 3 3 Wallace House DS0000070994.V360877.R01.S.doc Version 5.2 Page 21 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 Standard OP22 Regulation 23 (2) (a) (n) Requirement The home must provide equipment suitable for service users with physical or sensory deficit. (This requirement was made in the previous report) Timescale for action 30/05/08 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 OP19 Good Practice Recommendations The provision of seating and screening at the patio area should be considered. Wallace House DS0000070994.V360877.R01.S.doc Version 5.2 Page 22 Commission for Social Care Inspection North Eastern Region St Nicholas Building St Nicholas Street Newcastle Upon Tyne NE1 1NB 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 Wallace House DS0000070994.V360877.R01.S.doc Version 5.2 Page 23 - 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. 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