CARE HOME ADULTS 18-65
Whistley Dene Whistley Road Potterne Road Devizes Wiltshire SN10 5TD Lead Inspector
Bernard McDonald Unannounced 8th July 2005 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 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 Stationary 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. Whistley Dene D51 D01 s28585 WhistleyDene v234949 080705 Stage4.doc Version 1.30 Page 3 SERVICE INFORMATION
Name of service Whistley Dene Address Whistley Road Potterne Devizes Wiltshire SN10 5TD 01380 721913 01380 721913 Telephone number Fax number Email address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) White Horse Care Trust Mrs Tina Tracy Shaw Care Home 5 5 Category(ies) of LD Learning Disability registration, with number of places Whistley Dene D51 D01 s28585 WhistleyDene v234949 080705 Stage4.doc Version 1.30 Page 4 SERVICE INFORMATION
Conditions of registration: None Date of last inspection 9th December 2004 Brief Description of the Service: Whistley Dene provides care and accomodation to men and women who have a learning disability and who may also have sensory loss or associated physical disabilites. The house is located in a hamlet on the edge of the village of Potterne, which is located 3 miles from Devizes town centre. The home provides high standards of spacious accomodation with extensive and well maintained grounds. Each service user has their own bedroom. Typically the home is staffed by three support workers throughout the waking day. At night time one member of staff sleeps in and is expected to respond to any emergencies or night time needs as they arise. The home does not provide nursing care. The home has its own vehicle, which is used to access a range of day services and to ensure community presence. Whistley Dene is one of a number of care homes operated by the White Horse Care Trust. Whistley Dene D51 D01 s28585 WhistleyDene v234949 080705 Stage4.doc Version 1.30 Page 5 SUMMARY
This is an overview of what the inspector found during the inspection. The unannounced inspection was completed over eight hours. The inspector met with all service users but was unable to communicate effectively with them to obtain their views on the care and facilities provided at the home. The inspector met with four support staff and interviewed them in private. The deputy manager was present throughout the inspection and the manager was present for the last hour and feedback on the findings of the inspection. The inspector viewed all areas of the home and examined the care plans of all service users. Other documentation examined included medication, health and safety and staff recruitment files. One requirement outstanding from the previous inspection had been partly met. What the service does well: What has improved since the last inspection?
There have been improvements to the décor of parts of the home following repair to the subsidence.
Whistley Dene D51 D01 s28585 WhistleyDene v234949 080705 Stage4.doc Version 1.30 Page 6 The Trust has provided information to service users in a format that is suited to their needs on what information is being held on them in the home. There is evidence that staff are continuing to look for new opportunities and services for service users to access. 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. Whistley Dene D51 D01 s28585 WhistleyDene v234949 080705 Stage4.doc Version 1.30 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 Standards Statutory Requirements Identified During the Inspection Whistley Dene D51 D01 s28585 WhistleyDene v234949 080705 Stage4.doc Version 1.30 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 standard(s) 1, 2. Information on the homes statement of purpose and service users guide continues to be updated. There are good procedures in place to ensure service users can make an informed choice about whether to move to the home however, the home is failing to fully demonstrate how their needs can be met on admission. EVIDENCE: The home has continued to update their statement of purpose and service user guide. The amendments have been hand written into the documents. This now presents as being generally untidy and not reflective of a professional document designed to enable new service users to make a decision about living at the home and provide information for existing service users on the services provided. It is recommended any amendments be retyped. A requirement was made at the last inspection that the statement of purpose includes details of any specific therapeutic techniques used in the home. This requirement had been partly met but needs to include the qualifications and details of the techniques used. Discussion with the deputy manager confirmed that work is still continuing on developing an audio version of the service user guide. Once completed this will
Whistley Dene D51 D01 s28585 WhistleyDene v234949 080705 Stage4.doc Version 1.30 Page 9 enable service users with a sensory impairment to more fully understand the contents of their guide. The last service user admitted to the home was in October 2004. Examination of the records demonstrated a full community care assessment had been received prior to admission. A pre admission record confirmed the service user had the opportunity to visit the home and meet with staff prior to admission. The record of the visits also included the views and reactions of the service user. The inspector was unable to communicate effectively with the service user to obtain their views on their transition to the home. Although the home had obtained a pre assessment of the service users needs this had not been developed into an individual service user plan. The home had developed guidelines for the management of behaviour but these had not been reviewed as specified in the homes policy. Discussion with the manager over the telephone confirmed reviews had taken place with the social worker, however records show reviews had taken place in November 2004 and May 2005 but had not been developed into a plan of care. Whistley Dene D51 D01 s28585 WhistleyDene v234949 080705 Stage4.doc Version 1.30 Page 10 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 standard(s) 6, 7, 9, 10. Overall the home can demonstrate how the needs of service users are being met but are failing to ensure service users care needs are kept under review. Service users are supported to make decisions about their lives and action is taken to reduce risks. EVIDENCE: The inspector examined the care plans of all service users. One care plan had not been developed following the service user’s admission to the home. The remaining care plans were comprehensive in detail and covered all aspects of personal and health care needs. Service users cultural and religious needs have been addressed as part of the care plan. There was however deficits in one of the records examined that had not been reviewed in the past six months. There was recorded evidence that service users had participated in their review, though the inspector was unable to communicate effectively with service users to confirm this practice. Discussion with support staff demonstrated an understanding of the needs of service users and how they provide support to enable service users achieve their goals and outcomes.
Whistley Dene D51 D01 s28585 WhistleyDene v234949 080705 Stage4.doc Version 1.30 Page 11 Since the last inspection the Trust has developed guidance to enable service users to understand what records are held in the home. The guidance has been developed in symbols and text and has now been adopted across all Trust homes. To enable service users to make decisions about their lives the home has implemented opportunity plans. These have been developed through the service users individual plan. The daily notes also provide clear evidence of where service users have been offered choices and where choices have been refused. Discussion with staff demonstrated an awareness of the need to enable service users to make decisions about their everyday life. Risk assessments have been developed and reviewed in the past year. Staff had signed to demonstrate they had read and understood the contents of the assessments. Policies are in place to respond to unexplained absences. The Trust has developed polices on maintaining service users confidentiality. Discussion with staff found they had a good understanding of what is meant by the term confidentiality. Whistley Dene D51 D01 s28585 WhistleyDene v234949 080705 Stage4.doc Version 1.30 Page 12 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 standard(s) 12, 13, 14, 15, 17. The home is succeeding in ensuring service users have an active lifestyle that provides opportunities for personal development through contact with friends, families and the wider community. EVIDENCE: There are clear records to demonstrate service users participation in daytime activities. All service users have access to some form of daytime activities and commendably this includes involvement in the wider community. Due to the specific needs of service users work opportunities have not been explored. Discussion with the key worker for one service user demonstrated an awareness of the needs of the service user. They confirmed that they are able to take service users out on a one to basis and that they clearly see this as an important part of their role. The property is located in a rural setting and transport is available to access all local facilities. Whistley Dene D51 D01 s28585 WhistleyDene v234949 080705 Stage4.doc Version 1.30 Page 13 There is evidence to demonstrate service users have a choice of holidays, and on the day of the inspection one service user was going away for a weekend activity break. Another service user had chosen to have days out as an alternative to a holiday away from the home. This is seen as good practice and demonstrates the home is consulting with service users on their choice of holiday. The home actively encourages service users to maintain contact with friends and relatives. With support from staff, one service user has made contact with a close family member who they had not seen for a number of years. Where service users family live away from the area, arrangements are in place to meet half way to ensure contact is maintained with people who are important to them. The home operates a four-week rotating menu that has been developed in consultation with service users. Any changes to the menu are recorded separately. There is a separate dining room where all service users are encouraged to eat their meals. Whistley Dene D51 D01 s28585 WhistleyDene v234949 080705 Stage4.doc Version 1.30 Page 14 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 standard(s) 18, 19, 20. Service users health and personal care needs are being met at the home. EVIDENCE: Discussion with staff confirmed any personal care is provided in the privacy of service users bedrooms or bathroom. Discussion with staff and examination of records demonstrated appropriate aids and adaptations are in place to support three service users with their independence. In addition, specialist advice including speech therapy, occupational therapy and physiotherapy have been obtained for service users to ensure their health needs are being fully met at the home. There were clear records to demonstrate routine health checks such as visits to the dentist, optician and chiropodist had been accessed for service users and annual health care plans had been completed. Following a recommendation made at the last inspection the home is now aware of the need to record all medication returned to the pharmacy. Since the last inspection no medication has needed to be returned. Records examined demonstrated staff were accurately recording medication administered to service users. Staff confirmed they had received drug competency training and their certificates were available for inspection. Records showed that due to the specific needs of two service users their medication is placed in jam or lemon
Whistley Dene D51 D01 s28585 WhistleyDene v234949 080705 Stage4.doc Version 1.30 Page 15 curd and then service users are made aware they are having their medication. The Trust has updated their policy in line with current practice to support this method. Whistley Dene D51 D01 s28585 WhistleyDene v234949 080705 Stage4.doc Version 1.30 Page 16 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 standard(s) 22, 23. Policies and procedures are in place to enable service users to share their views on the service. Staff are aware of their responsibilities in ensuring service users are protected from abuse. EVIDENCE: The home has received no complaints since the last inspection but has received two compliments about the service they provide. The home has a copy of the White Horse Care Trust complaints procedure that has also been provided in an abridged version using signs and symbols to enable service users to fully understand their right to complain. In addition, service user files contain a postcard that can be sent direct to the Trust to alert them to any concerns. The complaints procedure was reviewed in September 2004. Discussion with staff demonstrated an awareness of what constitutes abuse and they were very clear about what action they would take to report any concerns. The home was holding money on behalf of service users and as a matter of good practice all money has to be signed by two people. The manager also audits service users monies on a weekly basis. Examination of the records demonstrated the home was accurately recording all money held at the home. The inspector found that service users were paying for drinks when attending day services. It is recommended this practice be reviewed or that additional costs incurred are clearly stated in the service user guide and contract for the home. Whistley Dene D51 D01 s28585 WhistleyDene v234949 080705 Stage4.doc Version 1.30 Page 17 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 standard(s) 24, 25, 26, 27, 28,29, 30. The home provides service users with a clean, comfortable and wellmaintained living environment that is spacious and suitable for the needs of people living there. Specialist equipment is in place to maximise independence. EVIDENCE: The home is a large single story building set back from a quiet country lane. There is wheelchair access to the side of the property. Since the last inspection the repairs to the building following slight subsidence had been completed and some areas of the home had been redecorated. There is a large reception area, communal lounge, sun lounge and separate dining area. In addition there is a sensory room that can be used by service users at any time. There is a separate dining area. All service users have single bedrooms that are both spacious and comfortably furnished. All service users bedrooms have been fitted with suitable locks, and radiators were guarded to ensure the safety of service users. The inspector viewed all areas of the home and found it was well maintained, furnished and decorated to a good standard.
Whistley Dene D51 D01 s28585 WhistleyDene v234949 080705 Stage4.doc Version 1.30 Page 18 There is a staff sleeping in room that doubles as the office. Toilets and bathrooms are located close to service users bedrooms and communal areas. One bathroom has an electric hoist to assist service users in getting in and out of the bath. The second bathroom has a bath with overhead shower. The floor covering in this bathroom was showing signs of wear and was starting to lift off the floor in one area. This could be a risk to service users and it is recommended the floor covering be replaced. The laundry area is sited next to the kitchen in the utility room. This area is also used to store cleaning products used in the home. Risk assessments are in place for transporting laundry through the kitchen area. Discussion with staff demonstrated they had a good understanding of infection control precautions. Whistley Dene D51 D01 s28585 WhistleyDene v234949 080705 Stage4.doc Version 1.30 Page 19 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 35 the key standard to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 33, 34, 35. A competent, trained staff team provides support to service users. In addition, robust recruitment practices are in place for the protection of service users. The deficits in the numbers of permanent staff employed at the home must be addressed to ensure continuity in the support provided to service users. EVIDENCE: Examination of the staff rota demonstrated there are normally three members of staff on duty throughout the waking day. There is one member of staff on sleeping in duty. The home has completed the Department of Health staffing guidance following a requirement from the last inspection. The total hours identified in the review was 336 though if overhead hours are included for training staff sickness and holidays this rises to 437. The deputy manager advised there are currently 2.5 full time vacancies at the home. It is a requirement that an action plan is submitted to the Commission on how the home will increase staff in line with the guidance. At the present time the home has to use bank staff supplied from the Trust to cover the deficits on the rota. Discussion with staff confirmed the past few months have been especially difficult. However, since the appointment of the deputy manager in May, staffing levels have improved. Whistley Dene D51 D01 s28585 WhistleyDene v234949 080705 Stage4.doc Version 1.30 Page 20 Staff confirmed they receive regular supervision and staff meetings are being held every month. Discussion with staff confirmed service users are able to attend staff meetings and records show their attendance. The manager and deputy manager confirmed they share responsibility for staff supervision and had recently attended a supervision training course. At the present time there are no male members of staff employed at the home, which does mean male service users, have no choice regarding which gender supports them with their personal care. Examination of three staff recruitment records demonstrated the home has a robust staff recruitment procedure that ensures all staff have Criminal Records Bureau checks at enhanced level before commencing work. Staff were satisfied with the level of training provided by the Trust. At the present time the deputy manager and one member of staff have successfully completed NVQ level two and three. In addition four members of staff are working towards NVQ three. One member of staff is working towards Learning Disability Award Framework training as part of their induction. Further mandatory training is provided through the trust in areas of safe working practices, food hygiene, manual handling, first aid and risk assessments. Whistley Dene D51 D01 s28585 WhistleyDene v234949 080705 Stage4.doc Version 1.30 Page 21 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 39, and 42 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 37, 41, 42. Service users benefit from a competent and effective manager who is ensuring their rights, health, safety and welfare are protected. EVIDENCE: The manager of the home confirmed she had been in post for almost ten years. She has commenced the registered managers award, which she hopes to complete by September 2005. The manager has also continued to update her training in current practice and is an NVQ assessor and a trainer for the Trust in John O’Brien’s principles. Improvements have been made to enable service users to understand what records are held in the home, though as previously highlighted not all records are up-to-date. Whistley Dene D51 D01 s28585 WhistleyDene v234949 080705 Stage4.doc Version 1.30 Page 22 Staff confirmed training in moving and handling, COSHH risk assessments and moving and handling. Training certificates were available to confirm their attendance at the training. Fire risk assessments were in place and records show that fire safety checks are completed each week. The last record fire drill was in June 2005 and records showed they were being held a minimum of every three months. An independent body is completing annual health and safety checks and any requirements made from the reviews had been complied with. Whistley Dene D51 D01 s28585 WhistleyDene v234949 080705 Stage4.doc Version 1.30 Page 23 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 2 2 x x x Standard No 22 23
ENVIRONMENT Score 3 2 INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10
LIFESTYLES Score 2 3 x 3 3
Score Standard No 24 25 26 27 28 29 30
STAFFING Score 3 3 3 2 3 3 3 Standard No 11 12 13 14 15 16 17 x 3 3 3 3 x 3 Standard No 31 32 33 34 35 36 Score x x 2 3 3 x CONDUCT AND MANAGEMENT OF THE HOME PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21
Whistley Dene Score 3 3 3 x Standard No 37 38 39 40 41 42 43 Score 3 x x x 2 3 x D51 D01 s28585 WhistleyDene v234949 080705 Stage4.doc Version 1.30 Page 24 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. 1. Standard 1 Regulation 4(1)(c ) Requirement The registered person must ensure the statement of purpose includes details of any specific therapeutic techniques used at the home and the qualifications of the person administering the techniques. The registered person must ensure all service users have an individual plan of care. The registered person must ensure all service user care plans are reveiwed a minimum of once every six months or earlier if the needs of service users change. The registered person must provide an action plan to the CSCI to demonstrate how it intends to increase the staffing levels in line with the Department of Health recommended guidance. The registered person must ensure records are accurate and kept up-to-date. Timescale for action 01/11/05 2. 3. 2&6 6 15(1) 15(2)(b) 01/08/05 01/10/05 4. 33 18(1)(a) 01/10/05 5. 41 17(1)(a) 01/011/05 Whistley Dene D51 D01 s28585 WhistleyDene v234949 080705 Stage4.doc Version 1.30 Page 25 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. 2. 3. Refer to Standard 1 1 23 Good Practice Recommendations The registered person should ensure any amendments made to the statement of purpose are typed and not hand written. The registered person should dictate the service user guide on audio cassette so it can be given to people who have restricted sight or cannot read. The registered person should review the practice where service users pay for drinks taken at day services. Whistley Dene D51 D01 s28585 WhistleyDene v234949 080705 Stage4.doc Version 1.30 Page 26 Commission for Social Care Inspection Suite C, Avonbridge House Bath Road Chippenham Wiltshire SN15 2BB National Enquiry Line: 0845 015 0120 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk
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