Inspection on 31/05/07 for Wallis Court Nursing Home

This inspection was carried out on 31st May 2007.

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

Wallis Court Nursing Home 02/03/06

Wallis Court Nursing Home 01/11/05

Wallis Court Nursing Home 30/03/05

Similar services:

The Vicarage

Fairfields Country Rest Home

7 Hyde Road

5 Seafield Road

Queensmount

Poldhu

Trevaylor Manor

Didsbury Court Rest Home

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

CARE HOMES FOR OLDER PEOPLE Wallis Court Nursing Home Wallis Court Head Office Matlock Terrace St Lukes Road Torquay Devon TQ2 5NY Lead Inspector Andrea East Key Unannounced Inspection 31st May 2007 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 Wallis Court Nursing Home DS0000028761.V327648.R02.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. Wallis Court Nursing Home DS0000028761.V327648.R02.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Wallis Court Nursing Home Address Wallis Court Head Office Matlock Terrace St Lukes Road Torquay Devon TQ2 5NY 01803 292530 01803 201644 walliscourt@rbscarehomes.co.uk 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) RBS Care Homes Foundation Janet Susan Middleton Care Home 40 Category(ies) of Old age, not falling within any other category registration, with number (40), Physical disability over 65 years of age of places (40) Wallis Court Nursing Home DS0000028761.V327648.R02.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. 3. Only 10 beds on 1st floor for the provision of nursing care To provide services and facilities to service users aged 60 years and over. To provide periodic services to one named service user. Date of last inspection 2nd March 2006 Brief Description of the Service: Wallis Court is a 40-bedded Care Home arranged over 4 floors. The first floor contains seven bedrooms, three have shared accommodation, for those residents who require nursing care. The remainder of the bedrooms are on the second, third and fourth floors: a passenger lift provides access to all floors. On the ground floor there are two large lounge rooms and a dining room. The home is equipped to provide care for physically disabled residents. A registered nurse is on duty 24 hours a day for those residents who require nursing care. The home is situated close to the centre of Torquay. Places at the home are restricted to retiring and serving staff of the Royal Bank of Scotland and their dependants. The range of weekly fees for the home ranged from £450.00 to £ 690.00 (this takes into account different rates for nursing or residential fees) Additional charges were made for toiletries, clothes, hairdresser, some transport costs, and days out. The information about additional charges was provided as part of the homes inspection site visit and by telephone on 29/06/07. The homes service users guide and a copy of the last inspection report could be found in the homes, office, Staff room and on the residents notice board. Wallis Court Nursing Home DS0000028761.V327648.R02.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The inspection site visit was carried out over a day. The inspector examined a range of documents including staff and service users files, policies, procedures and the homes service users guide. Service users were spoken too in the homes lounge and in private rooms and members of staff were also spoken with. The homes manager was present throughout the inspection. Feedback about the home was also received by post in quality questionnaires provided by the Commission and in discussion with visitors to the home. What the service does well: The service has good pre- admission processes that ensure that those people considering moving into the home, are welcomed and are well informed before coming to the home. This also includes a discussion with the person or their advocate about their assessed needs and how those needs would be met. The team of staff provide an excellent standard of care that is based on the individuals assessed and changing needs. Individual’s needs were clearly set out in a range of documents that helps staff to consistently care for people in the way they wished to be cared for. The home provides a range of activities and stimulation for the people using the service. This includes supporting people to carry on with past hobbies and interests and to join in with the local community and the many events in the home, such as coffee mornings, attending clubs and church. The home is well maintained, clean, tidy and personalised to provide a good standard of accommodation. The staff in the home was praised by those using the service and their advocates, being described as “kind, caring and professional”. Staff are trained, competent and showed a keen interest in making sure those people using their service were well cared for. The management approach in the home is excellent as the management and staff team actively seek to involve those using the service to take part in the day to day events in the home. The manager, senior managers, board of directors and the staff team work together to develop quality monitoring processes, polices, procedures and practices, to ensure the health safety and welfare of those people living and working at the home. Wallis Court Nursing Home DS0000028761.V327648.R02.S.doc Version 5.2 Page 6 What has improved since the last inspection? What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Wallis Court Nursing Home DS0000028761.V327648.R02.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 Wallis Court Nursing Home DS0000028761.V327648.R02.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): Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. The people using the service were confidant that their care needs had been assessed and that their needs could be met, right from the start of their stay in the home. The services provided did not include intermediate care. EVIDENCE: The manager confirmed that either the Registered Manager or a senior member of staff completed pre-admission assessments. This was to ensure that the care needs of the people planning to use the service were identified, discussed and agreed before the person moved into the home. Files maintained on behalf of the people using the services included initial summary assessments, records of telephone enquiries and more detailed assessments that had been completed with the person planning to come to the home and their family. These assessments showed the person’s individual needs, wishes and interests and indicated that staff had considered how the person using the service would be best cared for. Wallis Court Nursing Home DS0000028761.V327648.R02.S.doc Version 5.2 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. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. People using the service had their health, personal and social care needs fully met and this was set out in an individualised plan of care. Individuals are involved in decisions about their lives, and played an active role in planning the care and support they receive. People were treated with dignity and respect and their privacy was upheld EVIDENCE: Surveys returned to the Commission, which had been completed by relatives and friends on behalf of the people using the service, consistently said that the people living at the home felt “happy, contented and well looked after”. Care plans described individual’s personal care and health needs in detail and showed that these needs were reviewed and re-assessed. Staff confirmed that they regularly consulted with the person using the service or/and their families on how they wished to be cared for and this was recorded in ongoing records, care plans and communication books. Wallis Court Nursing Home DS0000028761.V327648.R02.S.doc Version 5.2 Page 10 Care plans and ongoing records clearly showed how people were supported in attending health care appointments inside and outside of the home. This demonstrated how the home sought assistance when needed either from outside professionals are the team of nurses and experienced staff at the home. Medication administration policies, procedures and practices demonstrated how the home actively involved the people using the service in their care. Staff were observed discussing medication needs with individuals, checking if that person was happy to continue to take medication and they did not require any further assistance. People were observed being actively supported to administer their own medication safely. Staff were observed following good medication administration practices such as staying with the person receiving medication until the medication had been taken. This ensures that medication has been taken as prescribed and that individuals have an opportunity to discuss any issues with staff. Wallis Court Nursing Home DS0000028761.V327648.R02.S.doc Version 5.2 Page 11 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): Quality in this outcome area is excellent This judgement has been made using available evidence including a visit to this service. People’ s lifestyle in the home met their expectations and satisfied their needs. People who used the services were able to make choices about their life style, and were supported to develop their life skills. Social, educational, cultural and recreational activities met individual’s expectations. People enjoyed an appealing, varied diet in pleasant open surroundings, at a time that suited them, with attentive considerate support from staff. EVIDENCE: People consistently said that they enjoyed living at Wallis Court. The homes pre- inspection questionnaire listed a range of activities including bingo sessions, music evenings, choir visits, attending church and sightseeing events. The people using the service and the staff said that these activities were part of the everyday life in the home and were flexible based on individual’s needs and interests. Individuals had also continued to pursue personal interests such as attending the bridge club and the yacht club. Wallis Court Nursing Home DS0000028761.V327648.R02.S.doc Version 5.2 Page 12 A range of documents including risk assessments, care plans and ongoing daily records showed how those people using the service were encouraged to maintain links outside of the home and with families and friends. This included support in providing escorts and transport to attend events and offer accommodation for visiting friends to stay in the home. The people using the service continued to praise the quality of the meals provided and said that they were pleased with the level of choice of menu on offer. Lunch was served as the main meal of the day providing three courses with a choice of three main meals. Staff said that there was always a choice of menu for example; a choice for breakfast of fresh fruit, cereals, toast and a cooked breakfast and the evening meal offers a choice of two or three cooked meals. The dining room was very pleasantly decorated and staff were observed providing a waitress service. This enabled the people eating to choose when they ate and what they preferred to eat at a pace they felt comfortable with. The people using the service said that they had access to fresh filtered coffee and cooled filtered water, which they could help themselves to or staff would “gladly get what they wanted”. Wallis Court Nursing Home DS0000028761.V327648.R02.S.doc Version 5.2 Page 13 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): Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. People who used the service were able to express their concerns, and complaints and suggestions from those using the service, relatives or other visitors to the home were treated seriously. People were protected from abuse, and had their rights protected. EVIDENCE: The people using the service said that they felt able to talk to all the staff including the manager about any concerns issues or worries. Most of the people spoken too were unable to describe a time when they had raised a complaint as “the staff attend to everything they ask for”. Two complaints had been noted in the homes complaints book. The manager had addressed the issues and dealt with the complaints in an open and positive way. Complaints procedure were included in staff files, displayed in the home and were part of the home service users guide, so that everyone in the home has access to a complaints procedure and knew how to raise concerns. Staff records showed that care staff had received training in issues relating to the protection of vulnerable adults Wallis Court Nursing Home DS0000028761.V327648.R02.S.doc Version 5.2 Page 14 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): Quality in this outcome area is excellent This judgement has been made using available evidence including a visit to this service. People enjoyed living in a very pleasant, well-maintained house, which offered a range of facilities and was comfortable, clean and safe. EVIDENCE: The home presented as a clean, tidy home decorated, furnished and maintained to a high standard. The people using the service said that all the staff team worked together to keep the home clean and tidy. All bedrooms provided en suite toilet and/or shower/ bathing facilities. An additional bathroom provided a specialist bath for those using the service with physical disabilities. The lounges and dining areas presented as pleasant, welcoming areas, that the people using the service were observed enjoying, as they were using these areas to socialise in. Wallis Court Nursing Home DS0000028761.V327648.R02.S.doc Version 5.2 Page 15 A range of documents, including risk assessments for the premises, fire risk assessments, receipts and contracts, showed regular, planned and routine maintenance of the premises and equipment. Action had been taken to ensure the safety of those using the service by ensuring that risk assessments included key areas, such as infection control and manual handling. Practical measures had been taken to reduce potential risks in the home for example radiators had been guarded and hot water temperatures controlled to prevent the risk of injury. . Wallis Court Nursing Home DS0000028761.V327648.R02.S.doc Version 5.2 Page 16 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): Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. The people using the service, were supported by Staff, who were trained, skilled and competent. Staff had been subject to rigours recruitment checks. EVIDENCE: The people using the service described the staff as kind and caring and they said that, “nothing was too much trouble for them”. Surveys returned to the Commission said that the things the home did well was in providing “professional staff that were kind and, caring” and that “the numbers of staff to residents seemed good”. The home was supported by a management team, including a board of directors, nursing staff, senior carers, carers, laundry, domestic, catering and maintenance staff. Many of the staff had been employed in the home for a long time (some years) and when spoken too had a detailed knowledge of the way the home is run and the needs of the people using the service. The manager said that the home continued to support staff to complete a range of training based on the needs of the people using the service. This included training in key areas such as infection control, health and safety and first aid. Staff training records and supervision records for staff showed that staff had completed internal and external training. This included eighty per Wallis Court Nursing Home DS0000028761.V327648.R02.S.doc Version 5.2 Page 17 cent of staff completing National Vocational Training in Care at level two or above. A sample of staff files were examined and they included completed application forms, interview notes, proof of identity, reference and police checks. Staff files also held details of staff induction into the home, staff supervision and any disciplinary action the home had taken. These records demonstrated the homes commitment to ensuring that only those suitable to work with vulnerable adults were employed in the home. Wallis Court Nursing Home DS0000028761.V327648.R02.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): Quality in this outcome area is excellent This judgement has been made using available evidence including a visit to this service. People lived in a well managed home, with the management, administration and staff team, working together to provide a stimulating, safe environment that respected and protected peoples’ rights. EVIDENCE: The people using the service consistently said that they felt safe and well cared for in the home. People said that they were able to talk to any of the staff including the manager of the home, about any concerns or worries. One person said that they “could not imagine what there would be to complain about” as the home “was so well run”. Wallis Court Nursing Home DS0000028761.V327648.R02.S.doc Version 5.2 Page 19 Surveys returned to the Commission from visitors to the home consistently said that they felt the home was well managed and that they were kept informed of any changes in the home or in the care of their relative. A range of documents and systems such as accident monitoring, Health and Safety policies and procedures, risk assessments, staff training and induction showed how the manager and staff team worked together to ensure the safety of those people living and working in the home. The recent major works to the building was a good example of how the staff team had worked together to ensure minimal disruption to the people using the service. The homes manager, senior managers and staff team had planned how best to introduce changes safely, discussed them with the people living in the home and their advocates, had stopped admissions to the home and updated everyone on the progress of works. This ethos of putting those who use the service first had resulted in those using the service saying that they felt, “relaxed” “valued” and “involved” in the whole process and that this was typical of the positive approach of the home, as that was “how things were done here”. Wallis Court Nursing Home DS0000028761.V327648.R02.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 x 3 x x x N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 4 11 3 DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 4 15 4 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 x 18 3 3 x x x x x x 4 STAFFING Standard No Score 27 3 28 4 29 3 30 4 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 4 3 x 3 x x 4 Wallis Court Nursing Home DS0000028761.V327648.R02.S.doc Version 5.2 Page 21 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 Wallis Court Nursing Home DS0000028761.V327648.R02.S.doc Version 5.2 Page 22 Commission for Social Care Inspection Ashburton Office Unit D1 Linhay Business Park Ashburton TQ13 7UP 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. 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