Inspection on 11/12/05 for Westcliffe House

This inspection was carried out on 11th December 2005.

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

Westcliffe House 26/04/10

Westcliffe House 22/01/09

Westcliffe House 24/01/07

Westcliffe House 14/10/04

Westcliffe House 13/05/04

Westcliffe House 24/02/04

Similar services:

Clouds House

Closereach

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

CARE HOME ADULTS 18-65 Westcliffe House 12 Madeira Road Weston Super Mare North Somerset BS23 2EX Lead Inspector Juanita Glass Announced Inspection 11th November 2005 09:00 Westcliffe House DS0000008108.V252891.R01.S.doc Version 5.0 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 Westcliffe House DS0000008108.V252891.R01.S.doc Version 5.0 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 Adults 18-65. 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. Westcliffe House DS0000008108.V252891.R01.S.doc Version 5.0 Page 3 SERVICE INFORMATION Name of service Westcliffe House Address 12 Madeira Road Weston Super Mare North Somerset BS23 2EX 01934 629897 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) Westcliffe House Limited Mrs Patricia Margaret Bugler Care Home 20 Category(ies) of Past or present alcohol dependence (20), Past or registration, with number present drug dependence (20) of places Westcliffe House DS0000008108.V252891.R01.S.doc Version 5.0 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 26th April 2005 Brief Description of the Service: Westcliffe House is a rehabilitation unit for up to 20 service users who have been through detoxification and are now embarking on an individualised therapeutic program working towards rehabilitation from addiction. The home is situated near the beach and within easy access of local amenities, bus and train services. The home also makes use of the amenities provided by Weston College for education purposes. Westcliffe House DS0000008108.V252891.R01.S.doc Version 5.0 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This was a very positive announced inspection and the manager Mrs Patricia Bugler was present. Three ex service users and came to the home to pass on their opinion of the service provided and seven current service users and one relative also gave their opinions. All comments made were positive and praised the program followed at Westcliffe House. Service users especially praised the way the staff provided support and understanding, they all said that the emphasis on self-empowerment and trust underpinned the success of the program. One service user stated that although they had not been there very long it was the trust that meant the most, its the trust you know, they trust you and you return it, its like bringing up teenagers I suppose. another said that the staff are non judgemental and that meant a lot to them, ‘ they listen and they dont put you down.’ No requirements were made at this inspection and there were no requirements outstanding from the last inspection. What the service does well: What has improved since the last inspection? All members of staff have almost completed the NVQ level 2 in care despite many of the modules not being relevant to their roles. The managers office has been completed and provides accessible space all the manager to work and for storage of files. Westcliffe House DS0000008108.V252891.R01.S.doc Version 5.0 Page 6 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. Westcliffe House DS0000008108.V252891.R01.S.doc Version 5.0 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection Westcliffe House DS0000008108.V252891.R01.S.doc Version 5.0 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 1, 2,4 and 5 Service users are provided with sufficient information to make an informed choice about staying at Westcliffe House EVIDENCE: The homes Statement of Purpose and Service User Guide continue to contain all the required information, and have not required a re-view since the last inspection. The Service User Guide is provided in a booklet form and includes admission guidelines, house rules, the assessment process, past service users comments and a copy of the complaints procedure. The service users spoken to felt they have been given enough information through the service user guide to make an informed choice. Service users referred to the home are invited to visit for a full assessment, interview with a counsellor and to meet the service user group. Service users spoken to said they felt this played an important part in their final decision to stay at Westcliffe House. A relative spoken to suggested that it would be handy for the home to provide guidance on the level of input and expectations of their role in the rehabilitation programme. All service users sign a contract with the home accepting the house rules; financial contracts are held between the home and the funding body. Westcliffe House DS0000008108.V252891.R01.S.doc Version 5.0 Page 9 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7, 8 and 9 Care plans are very clear, concise and individualised, they show evidence of service user involvement throughout and are commended for their content. EVIDENCE: The service user records reviewed contained all the information needed to provide individual plans, each service users program includes support and training in areas such as literacy, parenting skills and pursuing an education or job. Service users spoken to all felt the plans were agreed with them and they were kept informed at all stages; one service user stated the plans and program are individual to our needs not just a job lot. service users also agreed that any decisions they made personally, were respected by the staff who would then help them and advise them when needed. The plans reviewed showed that service users are encouraged to take personal responsibility for their own actions within the supportive network of the home. Clear risk assessments are in place where a need is identified and these all showed evidence of having been agreed with the service user and reviewed regularly. The manager conducts a weekly meeting with all the service users on a Sunday, and then feeds back to staff at a staff meeting on Monday. Service users felt that they were consulted adequately in the running of the home. Westcliffe House DS0000008108.V252891.R01.S.doc Version 5.0 Page 10 Westcliffe House DS0000008108.V252891.R01.S.doc Version 5.0 Page 11 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 11,14, 15,16 and 17 The homes approach to rehabilitation supports service users in maintaining and developing independent living skills. Service users can engage in appropriate leisure activities. Service users maintain appropriate contact with family and relatives, and their rights are respected. Service users are offered a healthy diet. EVIDENCE: During the inspection service users continued to attend the group sessions which form part of the program. Apart from the one-to-one sessions and group work other support groups include parenting, communication skills, literacy skills, art therapy, drama and life skills. Outside assistance is also sought to support the service users with literacy problems. Service users are then also encouraged to follow courses of their choice at Weston College. The service uses spoken to agreed that the home had encouraged them to take Westcliffe House DS0000008108.V252891.R01.S.doc Version 5.0 Page 12 part in events in Weston-super-Mare and that they had been given assistance to attend AA, NA, ACAD, College and the YMCA. The program followed keeps service users very busy however they do have access to leisure activities at the weekend, although a formal activities program is not arranged. On admission service users agree to no contact with family or friends for the first two weeks, service users spoken to said that they understood the need for this they also stated that any individual restrictions were agreed between the service user and staff. Service users said that the restrictions were acceptable and not out of context. One relative said they understood the need for two weeks of no contact although it was hard to maintain. Service users spoken to stated that the menu in place in the home was adequate, the menus and diet provided was not inspected on this occasion however will be subject to the next inspection. Westcliffe House DS0000008108.V252891.R01.S.doc Version 5.0 Page 13 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19 and 20 The home adopts a flexible approach to personal and health care support, based on service users personal needs. Service users are protected by the homes policies and procedures for the administration of medication. EVIDENCE: The home does not provide nursing care; however staff do provide personal support for service users needing one-to-one counselling. All service users are registered with a GP on admission and a full health check is carried out routinely. Where any special needs are identified such as mental health the home maintains contact with local health professionals who ensure ongoing support. All service users spoken to praised staff highly for the level of care they received in the home. The home has a very clear policy on unacceptable behaviour, which involves the whole community. Service users are encouraged to manage their own medication whenever possible, with support and guidance from staff. The storage and documentation of medication administered by staff was adequate, all staff administering medication have received appropriate training. One member of Westcliffe House DS0000008108.V252891.R01.S.doc Version 5.0 Page 14 staff is responsible for the ordering and storage of medication and carries out a weekly audit. Westcliffe House DS0000008108.V252891.R01.S.doc Version 5.0 Page 15 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 22 and 23 The complaints procedure in the home is satisfactory. Staff are aware of adult protection issues. EVIDENCE: The complaints policy and procedure is very clear and concise, it is included in the service user guide, and service users spoken to said they had read it and had been made aware that they could approach anybody in the home with a concern. Service users also felt that they were listened to and said that they could approach anybody at any time, however they also felt the meetings with the manager were very important. Staff in the home have received training in adult protection issue is and were unaware of the homes policy on adult protection and whistleblowing. A copy of the North Somerset inter agency policy and procedure is available in the staff office. Westcliffe House DS0000008108.V252891.R01.S.doc Version 5.0 Page 16 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 24, 25, 28 and 30 Westcliffe House provides a homely and comfortable atmosphere, providing suitable accommodation for service users. EVIDENCE: A tour of the premise was not carried out during this inspection as time was spent talking with service users. The service users said that the rooms they were provided with were comfortable and met their needs, due to their short stay little if any personal property was not bought into the home, however service users felt they could personalise their rooms to a certain extent. There are adequate communal areas within the home, which are also used during the day for group work, and one-to-one sessions. One room and the garden are allocated as smoking areas. The home was found to be clean and tidy on the day of the inspection. Westcliffe House DS0000008108.V252891.R01.S.doc Version 5.0 Page 17 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 32, 33, 34 and 35 Service users are supported by adequate numbers of staff who are qualified and trained in areas that complement the program provided. Service users are protected by the homes Recruitment policy and practices. EVIDENCE: Staff and service users spoken to confirm that staffing levels within the home were adequate, staffing levels need to be high during the week when the agreed programme is being followed. All staff employed at Westcliffe House have skills in areas other than dependency/addiction, this enables the home to provide alternative therapies and a high level of support for the service users. Staff members are close to completing the NVQ level 2 In Care , despite the fact that many modules in the course are not relevant to the work they currently carry out. Staff spoken to felt that they received adequate support and training from the management at Westcliffe House. Staff records reviewed showed that the recruitment procedure followed by the manager meets current requirements. Westcliffe House DS0000008108.V252891.R01.S.doc Version 5.0 Page 18 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. 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 are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 37, 38, 39 and 42 Service users benefit from all well run a home with an opened and approachable management style. Service users view underpin the homes quality assurance program. Health and safety practices within the home of adequate EVIDENCE: The manager is also the co-owner of the home and an experienced counsellor; she also enrolled on the NVQ level 2 In Care with the other members of her staff. Service users and staff spoken to stated that the manager was always open and approachable and this could be seen on the day of the inspection. Staff spoken to said they were all happy working at Westcliffe House and felt supported and appreciated. Service uses spoken to said that they felt they could raise issues about the day-to-day running of the home and that staff are well supported and all worked as a team. The home carries out a quality assurance process when a service user finishes the program and leaves the home; service user comments Westcliffe House DS0000008108.V252891.R01.S.doc Version 5.0 Page 19 are readily available for other service users proposing to stay at Westcliffe House to view. The policies and procedures that safeguard service users are all in place and staff are aware of their content. Health and safety within the home is satisfactory and all required checks are in place. Westcliffe House DS0000008108.V252891.R01.S.doc Version 5.0 Page 20 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 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 CONCERNS AND COMPLAINTS Standard No 1 2 3 4 5 Score 3 3 X 3 3 Standard No 22 23 Score 3 3 ENVIRONMENT INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score 4 3 3 4 X Standard No 24 25 26 27 28 29 30 STAFFING Score 3 3 x x 3 x 3 LIFESTYLES Standard No Score 11 4 12 X 13 X 14 3 15 3 16 4 17 Standard No 31 32 33 34 35 36 Score x 3 3 3 3 x CONDUCT AND MANAGEMENT OF THE HOME 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Westcliffe House Score 4 3 3 x Standard No 37 38 39 40 41 42 43 Score 3 3 3 x x 3 x DS0000008108.V252891.R01.S.doc Version 5.0 Page 21 NO 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. 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 Westcliffe House DS0000008108.V252891.R01.S.doc Version 5.0 Page 22 Commission for Social Care Inspection Somerset Records Management Unit Ground Floor Riverside Chambers Castle Street Taunton TA1 4AL National Enquiry Line: 0845 015 0120 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. 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