Inspection on 26/11/08 for West House Care Home

This inspection was carried out on 26th November 2008.

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

The inspector found no outstanding requirements from the previous inspection report, but made 3 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

West House Care Home 04/12/07

West House Care Home 21/06/06

West House Care Home 08/02/06

West House Care Home 28/09/05

West House Care Home 01/03/05

Similar services:

Turret Villa Retirement Home

Moor House

Mendip House

Beaconsfield Court Care Home

Little Sisters Of The Poor

Manor House

Middleton Hall Ltd

Middlesbrough Intermediate Care Centre

Extracts from inspection reports are licensed from CQC, this page was updated on 17/02/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: West House Care Home Waldridge Road Chester Le Street Durham DH2 3AA     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Hilary Stewart     Date: 2 6 1 1 2 0 0 8 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. the things that people have said are important to them: They reflect This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop 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 Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 25 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2008) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.csci.org.uk Internet address Care Homes for Older People Page 3 of 25 Information about the care home Name of care home: Address: West House Care Home Waldridge Road Chester Le Street Durham DH2 3AA 01913871533 01913873968 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Mrs Barbara Sally Stubbs Type of registration: Number of places registered: West House Carehome Limited care home 30 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: Date of last inspection Brief description of the care home West House is a home owned by Roundview properties Ltd. It is registered to provide nursing and residential care for up to 30 older persons. The home offers single and double room accommodation, with communal sitting/dining areas. Bathrooms are located throughout the home, some of which have aids to support people during personal care. West House is situated in Chester-le street, a town near to Durham and Newcastle. Mrs Barbara Stubbs manages the home. 0 Over 65 30 Care Homes for Older People Page 4 of 25 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: The quality rating for this service is 2 star. This means the people who use this service experience good quality outcomes. How the inspection was carried out. Before the visit we looked at the information we have received since the last visit on 4th December 2007. How the service dealt with any complaints and concerns since the last visit. Any changes to how the home is run. The providers view of how well they care for people and the views of people who use the service and the staff. An unannounced visit was made on 26th November 2008. Care Homes for Older People Page 5 of 25 During the visit we talked with people who use the service staff and the manager.We looked at information about the people who use the service and how well their needs are met. We looked at other records which must be kept and checked that staff had the knowledge, skills and training to meet the needs of the people they care for.We also looked around the building to make sure it was clean safe and comfortable. We checked what improvements had been made since the last visit.Then we told the manager what we found. We have reviewed our practice when making requirements to improve national consistency. Some requirements from previous inspection reports may have been deleted or carried forward into this report as recommendations but only when it is considered that people who use services are not being put at significant risk of harm. In future if a requirement is repeated it is likely that enforcement action will be taken. Fees for the home range from 372.00 to 392.00 per week. What the care home does well: What has improved since the last inspection? Each person at the home is now has their needs assessed before they are offered a place at the home. This is to make sure only people whose needs can be met at the home move in. All drugs are dated when they are opened to make sure the people at the home are not given out of date medication which may effect their health. Carpets have been replaced in the lounge and corridor which have made the home more comfortable for the people who live there. Staff are now suitably qualified and trained so they are better at meeting the needs of the people who live at the home. Care Homes for Older People Page 7 of 25 The home has changed hands and it now has a three year refurbishment and improvement plan in place so the home will become a more comfortable for the people live there. Monitoring visits are now being carried out to check on the peoples welfare. What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.csci.org.uk. You can get printed copies from enquiries@csci.gsi.gov.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 8 of 25 Details of our 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) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 9 of 25 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People have their needs assessed before they are offered a place at the home. This makes sure that only people whose needs can be met at the home are offered a place. The home does not provide intermediate care. Evidence: People have been assessed by the manager before they move into the home. The manager said that they look at this assessment to see if the home can meet the persons needs. Sometimes they are provided with a care plan from the placing Local Authority. People can visit the home and this can help them make an informed decision about whether they want to move into the home or not. Care Homes for Older People Page 10 of 25 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. All of the people who live at the home have individual care plans through which staff monitor and promote the health of the people at the home to maintain their well being. This helps the people stay healthy. Furthermore the manager and staff respect the privacy and dignity of the people who live at the home. This is so the people know that they are valued as individuals. Some care plans lacked detail. Evidence: The manager said and records showed that each person who lives at the home has an individual care plan. Records showed that the plans covered health and areas of daily living. The care plans looked at were general and each persons needs were presented in a similar way. Some would benefit from more detail about how to meet the individual needs of each person. For example one persons care plan did not clearly say how staff were meant to meet their social , mental health and communication needs. Another persons care plan said that they need personal care but did not give enough detail about what the persons needs were, how many staff or of what gender were needed to carry out the tasks. The manager said that they have been working on the Care Homes for Older People Page 11 of 25 Evidence: care plans but some still need to be improved. A colour coded system was being used to inform staff about peoples mobility and how much support they needed. Some care plans did not look as though they had been reviewed monthly but the manager said that they were. The manager and staff could describe how each persons needs were met and the people spoken too were all satisfied with their care. One person said they do their best and go out of their way to make me comfortable. There are procedures for staff to follow when they deal with medication. The manager said that only a qualified nurse is given this task. Staff said and records showed that any changes of medication or medication procedures are recorded and followed. Two staff always sign them as a safety measure. The manager said that people are supported to manage their own medication whenever possible and this would be risk assessed to make sure they were kept safe. A sample of the medication records were looked at and they were up to date. Records showed that the peoples health care needs are met at the home. Details of visits by the district nurse, visits to their GP and hospital appointments are recorded in the individual files. The manager said that the health and welfare of the people who live at the home is monitored all of the time. One person who lives at the home said the staff look after me very well. Another said I like all of the staff. One health care professional said it is a good nursing home, I would be happy enough if my own mother had to go into it. The people who live at the home looked comfortable. Staff said that they respect peoples privacy and all care is carried out with this in mind. Staff were observed knocking on peoples bedroom doors and waiting until they were invited in. Care Homes for Older People Page 12 of 25 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The people who live at the home are able to follow their own daily routines which satisfy their social cultural and religious needs. They can see their family and friends at any reasonable time. This helps to prevent them from feeling and becoming isolated. Evidence: The manager and staff said that they arrange a variety of outings for the people who live at the home. They are still trying to employ an activities coordinator. Records showed that people are asked to suggest what they would like to do. The manager said that they hope to provide more entertainment in the future. Also if the home has transport this could increase the opportunities available to people at the home. Records showed that some people had been involved in activities such as playing bingo. The manager said that some families are involved in raising extra funds to bring outside entertainers in the home. They have arranged for singers to come to the home as well as church services. One person said I enjoy the bingo another said I prefer to watch my TV in my room. Staff and the people who live at the home said that relatives and visitors are welcome and encouraged to visit at any reasonable time throughout the day and evening. Care Homes for Older People Page 13 of 25 Evidence: Visitors were observed during the visit. The manager said that family pets are welcome to visit as well as long as others peoples needs are taken into account. They have also had productive meeting with the people who live at the home and their relatives to look at ways to improve the service. As a result of the meetings they have taken on a small lottery licence to raise funds to buy entertainment. The manager said that the people have been asked for their opinions about the food provided and the menus are based on the likes and dislikes of the people who live there. A cook is employed and they said that there are choices at meal times and if people want something different they will make it for them. Special diets can be catered for. The manager said that more flexible meals times have been introduced which was requested by the people at the home. One person said I am satisfied with what I get and love the sausages on the menu another person said I receive sufficient to eat and enjoy what I have. Staff said that hot drinks and snacks are always available throughout the day and evening. The kitchen was well stocked and there were fresh fruit and vegetables. Staff were observed sitting with people at meals times and talking with and supporting them. Care Homes for Older People Page 14 of 25 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Complaints are dealt with so any problems are taken care of quickly which helps good relationships to be maintained. Staff know about and most have had training in how to protect people from harm, so the people who live at the home are kept safe. Evidence: Copies of the homes complaints procedure are in the information about the home. It is also displayed in the foyer. The manager and staff said that the people and their relatives know how to make a complaint. Five complaints have been made to the home which have been dealt with. The manager said that they are in the process of dealing with one at the time of the visit. A record of complaints record is kept and it was up to date. One of the people at the home said I would tell the staff if I had a complaint. Another person said I would tell the matron. The manager said that people are encouraged to report anything that troubles them so it can be rectified promptly. In the records it was not clear which were formal or informal complaints the manager said that they would record informal complaints and comments in a different book. The people spoken to during the visit said they knew how to make a complaint. The manager said that all staff have had training in how to safeguard the people they care for apart from one new member of staff who would receive the training the following week. There is a copy of the Local Authority procedures and the home has copies of their own adult protection procedures for staff. Staff said that they have had Care Homes for Older People Page 15 of 25 Evidence: the training and they could describe what they needed to do if someone disclosed abuse to them. All staff have had training on the homes whistle blowing policy and procedure. Care Homes for Older People Page 16 of 25 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People live in a safe and clean home, although some repairs and improvement are necessary. Evidence: The home is comfortable, warm and clean. There are enough bathrooms and showers for the people who live at the home. The manager said that there is now a three year improvement plan in place to refurbish the home. Flooring in one bathroom needed to been repaired and there was a toilet seat that was badly stained. The manager said that they would be repaired that day by the handyman. Each person has their own bedroom and they looked comfortable and clean. They were all personalised and made very individual. One of the rooms had a noticeable odour. The manager dealt with this immediately.The laundry is organised and clean. Care Homes for Older People Page 17 of 25 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Sufficient numbers of staff are in post to meet the diverse needs of the people who live at the home and they have opportunities fro training so they know how to give them good care and meet their needs. Furthermore the home has a recruitment procedures in place, which help to prevent risk of harm to the people who live there. Some records did not show that all checks had been carried out. Evidence: Staff said that they receive training, which helps them with their work. The manager said that all staff receive the training and support they need. Staff said and records showed that they all have mandatory training such as first aid food hygiene and safeguarding adults training. The manager said that ten staff do have vocational qualifications and two staff are completing their training. Sufficient staff were on duty at the time of the visit. Staff said and records showed that sufficient staff had been on duty in the home the previous week.The manager said that if agency staff are employed they are given all of the necessary information about the people they will be caring for as well as the fire procedures. There is always someone they can contact. One member of staff said there are always enough staff on duty, another said that there was usually enough staff. Care Homes for Older People Page 18 of 25 Evidence: The manager said that all staff have been CRB Criminal Records Bureau checked at an enhanced level to make sure they are suitable people to work at the home. They repeat this check every three years. All staff go through a recruitment process and they cannot not start to work at the home until this is completed. They are interviewed and are only successful when they have two satisfactory references. Copies of staff records showed that checks had been carried out. Some records showed gaps in peoples work history that had not been explored during the recruitment process. If it had this was not recorded. The manager said that they do follow up references with a telephone call to verify that they are reliable. Care Homes for Older People Page 19 of 25 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The registered person is qualified and experienced and runs the home in the best interests of the people who live there and there are procedures in place that make sure they are protected as much as possible. Quality assurance systems are in place but are still being developed. This will help to shape the quality of the service and ensure it is run in the best interests of the people who use it. Evidence: The manager said that the people who live at the home and their families are asked their views about the running of the home as much as possible. Staff said and records showed that the people have key workers who monitor their care at the home. One person said the staff are nice and another said some of the staff are lovely. Safety checks have been carried out on the equipment in the home such as testing electrical equipment and the servicing the central heating boiler. Care Homes for Older People Page 20 of 25 Evidence: The home has recently been visited by the fire authority and the manager said that they are dealing with the issues identified. They have employed a suitably qualified person to carry the homes fire risk assessment on the 1st December 2008. The fire logbook showed that fire drills and fire instruction take place. Staff said that they have fire drills and instruction. Records showed that regular training is provided for staff in fire safety and first aid. The manager said and records showed that they are qualified and experienced to run the home effectively. They are at present involved in the improvement foundation who are looking into care based infections. It was observed that there was a friendly atmosphere at the home and a pleasant rapport between the people who live at the home the manager and staff. The staff said that they could approach the manager with any concerns. Staff said that they liked working at the home. The manager said that staff receive individual supervision six times a years and they have regular staff meetings. Records showed and staff said that individual formal supervision takes place. Peoples views are sought about the home and this information is used to improve the service. The manager said that the home has a quality assurance system but as the home now has new owners this needs to be looked at. The home has procedures for staff when they deal with the peoples money so it is kept safe. Records showed that staff sign records when any of the residents money is used and the manager checks them regularly Care Homes for Older People Page 21 of 25 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 22 of 25 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 1 7 15 Care plans must have enough detail about the persons assessed needs and how they are being met at the home. Care plans must have enough detail to inform staff what actions they need to take to meet each persons needs. 31/01/2009 2 19 23 The bathroom floor must be repaired. The bathroom floor covering if allowed to come away from the floor may cause someone to trip so is health and safety issue. 31/12/2008 3 29 19 The manager must explore 31/01/2009 gaps in peoples work history when recruiting staff. A record must be kept. Reasons for gaps in work history must be obtained by the manager for each member of staff to help Care Homes for Older People Page 23 of 25 make sure only suitable people work at the home Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations 1 2 16 33 The manager should have separate records for informal complaints and comments and formal complaints. The home should implement fully the quality assurance system. This will help to shape the quality of the service and ensure it is run in the best interests of the people who live at the home . Care Homes for Older People Page 24 of 25 Helpline: 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 We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2008) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 25 of 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. 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