Inspection on 02/12/08 for West View Lodge

This inspection was carried out on 2nd December 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

West View Lodge 14/02/07

West View Lodge 03/02/06

West View Lodge 09/11/05

West View Lodge 15/12/04

West View Lodge 06/07/04

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Middlesbrough Intermediate Care Centre

Extracts from inspection reports are licensed from CQC, this page was updated on 27/03/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: West View Lodge 124a West View Road Hartlepool TS24 0BW     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: Jane Bassett     Date: 0 2 1 2 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. that people have said are important to them: They reflect the things 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 23 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) 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 23 Information about the care home Name of care home: Address: West View Lodge 124a West View Road Hartlepool TS24 0BW 01429234929 01429865210 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): West View Lodge Limited (wholly owned subsidiary of Four Seasons Healthcare) Name of registered manager (if applicable) Mrs Beryl Anderson Type of registration: Number of places registered: Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category Additional conditions: The maximum number of service users who can be accommodated is: 74 The registered person may provide the following category of service only: Care home only - Code PC 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: 33 Dementia - Code DE, maximum number of places: 41 Date of last inspection Brief description of the care home West View Lodge is a purpose built two-storey home split into four seperate units. Two of the units provide care to service users, both younger adult and older persons with dementia, the third unit provides long term care to older people with physical frailities. The fourth unit provides short term care / rehabilitation to older people who have Care Homes for Older People Page 4 of 23 care home 74 Over 65 0 33 41 0 Brief description of the care home recently been discharged from hospital with a planned return to living in the community. The home provides a range of dining facilities and lounges and is situated on a shared site near the Headland of Hartlepool and is close to local amenities. The home surrounds a central garden area and there is a large car park for visitors. Care Homes for Older People Page 5 of 23 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. This inspection was a key inspection. As a key inspection , all of the key standards were looked at or discussed. This was to check that the home meets the standards that the Commission for Social Care Inspection say are the most important for the people who use services, and that it does what the Care Standards regulations say it must. 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. Care Homes for Older People Page 6 of 23 The inspection was carried out by one inspector. The inspection visit lasted a total of five and a half hours. During this time the inspector looked at a range of documentation including service user and staff files. Whilst it was not possible to gain the opinion of all the service users due to their frail health and / or their mental health all appeared settled within their surroundings. The inspector spoke to five service users, two relatives, five staff members and the manager. Seven service users, two health care professional, and eight staff returned surveys to CSCI. The manager of the service completed an Annual Quality Assurance Assessment (AQAA). At the time of the inspection the home was providing services to 72 service users. The inspector was told fees at the home range from 403 pounds to 418 pounds per week. What the care home does well: What has improved since the last inspection? 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 23 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 23 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. The home has procedures that should ensure that prospective service users have their needs assessed. Evidence: During the visit the inspector examined the files of four service users. Each was found to contain evidence of information gathered by the home prior to that persons admission. During discussion with the manager she was able to describe the process that is followed to obtain information about a prospective service users needs including, an assessment from the care manager if that person is funded by a local authority. Service users or their representatives are encouraged to visit the home prior to moving in. One service user who spoke to the inspector confirmed this. Care Homes for Older People Page 10 of 23 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. The health and personal care that people receive is based on their individual need. The principles of respect , dignity and privacy are put into practice. Evidence: During the visit the inspector examined the files of four service users. One from each unit within the home. These were seen to be well organised. Each file contained records of assessments and reviews including activities of daily living, moving and handling, falls risk, continence, nutrition, and risk of pressure damage. Files also contained a general risk assessment and more specific risk assessments for areas of concern identified. Risk assessments seen by the inspector were found to contain only one signature. The process of risk assessment would benefit from a multi disciplinary approach and records kept to evidence this. Files were seen to contain plans of care in relation to health care needs. These contained information regrading the care needed and how it would be given. Plans of care were seen to be reviewed on a regular basis. All files seen contained information that indicated service users have access to GPs Care Homes for Older People Page 11 of 23 Evidence: and other health professional as needed. People who are accommodated in the transition / rehabilitation unit have access to a physiotherapist and occupational health therapist on a daily basis. Staff who spoke to the inspector were able to demonstrate a good knowledge of individuals needs and how these are met. Staff spoke of promoting individuals privacy, dignity and Independence. Requests were seen to be dealt with in a friendly but respectful manner. The inspector observed good interactions between staff and service users. Service users who spent time with the inspector confirmed they were happy with how the care is given. One person said staff are very good another said staff are always helpful. Comments contained in surveys returned to CSCI included brilliant staff always helpful and staff act promptly to solve any problems. Comments in surveys returned by health care professionals included staff give a positive response to issues and the home has experienced staff. Information in the AQAA returned to CSCI indicated the home has a policy and procedure in relation to the safe handling of medication. A sample audit of medication found no major concerns regarding the ordering, storage, administration and disposal of medication. A sample audit of Medication Administration Records (MAR) were seen to be completed with no gaps in entries. The inspector was told staff who administer medication have all completed safe handling of medication training. The manager said she has commenced competency assessments for staff who administer medication. A recent audit carried out by a PCT pharmacist found no major concerns. The manager carries out regular audits of medication and systems. Care Homes for Older People Page 12 of 23 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 food at the home is of good quality, well presented and meets the dietary needs of the people who use the service. People who use the service are able to make choices about their lifestyles. Social, cultural and recreational activities meet individuals expectations. Evidence: Service users who spent time with the inspector all expressed satisfaction with the support they receive from the staff and their lifestyles within the home. People said they were given choice in daily living activities and could spend their time how they wished. The home employs two activities coordinators. Records seen indicated the service users are offered a variety of one to one and group activities. People spoke of dominoes, bingo, games , entertainment and quizzes. The manager told the inspector Four Seasons Health Care had recently introduced an activities manual to promote activities within the home. Comments received in a survey returned to CSCI by a health care professional included staff promote peoples life choices. Service users and relatives who spent time with the inspector told her visitors were Care Homes for Older People Page 13 of 23 Evidence: always made welcome, staff are friendly and approachable. All who spoke to the inspector said the meals were of a good standard and there was a good variety. One service user said the food is great, another said i enjoy the meals. Comments in surveys returned to CSCI were generally positive with regard to the meals, however one person did comment the supper is sparse, every other meal is perfect. The inspector observed part of the lunchtime meal. Service users were given choice in where they wished to eat. Staff were observed to give assistance as required. The manager told the inspector the home is participating in the Golden apple healthy eating award run by the local PCT. The inspector was told catering staff had completed NVQ training. Care Homes for Older People Page 14 of 23 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. People who use the service are able to express their concerns and have access to a complaints procedure, are protected from abuse and have their rights protected. Evidence: The home has a policy and procedure in relation to handling complaints. This was seen to be available. Service users and relatives who spoke to the inspector confirmed they were aware of how to raise any issues. All service users who spent time with the inspector said they felt safe and comfortable and had no concerns. Information contained in the AQAA returned to CSCI indicated the home has received one complaint in the previous 12 months. The inspector was shown documentation to record any complaints received. Staff who spoke to the inspector confirmed they had received training in relation to protection of vulnerable adults. Staff were able to demonstrate through response to questions the action they would take if they became aware of a concern. All demonstrated a commitment to protecting service users from abuse. The home has a policy in relation to prevention of abuse. Care Homes for Older People Page 15 of 23 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. The physical design and layout of the home enables people who use the service to live in a safe, well maintained and comfortable environment, which encourages independence. Evidence: The inspector was told a number of areas of the home have been refurbished. Some carpets and bedroom furniture had already been replaced and further items had been ordered. Work is being carried out to enhance the environment of the dementia unit. Decoration included large murals to a number of walls and an area of touch and feel items. A rehabilitation room / gym has been provided in the transition / short stay unit. Service users said they could take their own possessions into the home to make their rooms more pleasant and homely. On the day of inspection the home was found to be generally well maintained, clean and odour free. The inspector noted a number of toilets, bathrooms and shower rooms had stained flooring and tiles. A programme of refurbishment for theses areas would enhance the environment. Care Homes for Older People Page 16 of 23 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. People are satisfied with the care they receive. The home has a recruitment procedure that promotes the safety and wellbeing of service users. Evidence: On the day of the inspection the home was accommodating a total of 72 service users, in four separate units. The inspector was told each unit has its own staffing rota. Service users and relatives who spoke to the inspector told her there were sufficient staff on duty to meet their current care needs. All said they were satisfied with the care they receive. One person stated staff always help me if i need something. Comments contained in surveys returned to CSCI included brilliant staff, always helpful. Staff who spoke to the inspector told her there were sufficient staff to meet service users needs. The inspector examined the files of four staff members, one of whom had recently been employed. These were found to contain evidence of application form, two written references and PoVA first / CRB (Criminal Record Bureau) check obtained prior to employment. Records seen indicated staff have received a variety of training including moving and handling, first aid, prevention of abuse, health and safety, fire safety, end of life care and dementia care mapping. The inspector was told of training in slips, trips and falls Care Homes for Older People Page 17 of 23 Evidence: which included the participation of a number of service users. The manager told the inspector Four Seasons Health Care had recently introduced a new induction programme and it is planned for all staff to complete this. Other training planned included further courses on safe handling of medication, falls awareness, prevention of abuse and palliative care. Information contained in the AQAA returned to CSCI indicated 19 of the care staff had successfully completed NVQ at level 2 or above and a further 9 staff were undertaking the training. Care Homes for Older People Page 18 of 23 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 management and administration of the home is based on openness and respect, has quality assurance systems that should promote the safety and well being of service users. Evidence: The manager is suitably qualified and experienced. Staff who spoke to the inspector told her communication is good and they have regular supervision. The inspector saw evidence of regular Regulation 26 visits and reports. The manager carries out monthly audits of care plans, medications and accidents. Four Seasons Health Care carry out an annual audit of service user satisfaction. This was last carried out in June 2008, the inspector was shown details of the findings and a copy of a letter sent to all service users / representatives. The manager also issues surveys to each service user who has been accommodated in the transition / short stay unit. Service users and relatives who spoke to the inspector all said they were satisfied with Care Homes for Older People Page 19 of 23 Evidence: the care and support they receive. People told the inspector the managers door is always open, the manager and staff were very approachable and any issues raised are acted upon. One relative stated the manager runs a tight ship. Comments received in a survey returned to CSCI by a health care professional include the manager is always prepared to go the extra mile. The home operates a joint account for service users personal monies in line with the policy of Four Seasons Health Care. Records seen on the day of inspection indicated transactions are recorded and signed receipts are kept. Peoples protection would be enhanced by receipts being signed by a second person confirming details of transactions. The account is audited on a regular basis by financial staff employed by Four Seasons Health Care. Records seen indicated accidents are recorded appropriately and analysis takes place. Documentation seen indicated fire alarms are tested on a weekly basis and regular drills take place. Other documentation indicated hot water temperatures were checked and recorded on a monthly basis. The manager told the inspector staff record the temperature of each bath on service users individual daily record sheets. However on records examined by the inspector this was not always the case. Information contained in the AQAA returned to CSCI indicated the home has a range of policies and procedures that should promote the safety and well being of service users. Other information indicates the home and equipment are maintained as required. Care Homes for Older People Page 20 of 23 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 21 of 23 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 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 7 The process of risk assessment would benefit from a multi disciplinary appraoch and records kept to evidence this, to promote the safety and well being of service users. Refurbishment of bathrooms and shower rooms would enhance the environment. Peoples protection would be enhanced by receipts being signed by a second person confirming details of the transaction. Hot water temperatures of baths and showers should be checked and recorded on a more regular basis to promote the safety and well being of service users. 2 3 19 35 4 38 Care Homes for Older People Page 22 of 23 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 © (2009) 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 23 of 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. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!