Inspection on 15/08/06 for Whitby Road (5) - North Yorkshire County Council

This inspection was carried out on 15th August 2006.

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

Whitby Road (5) - North... 18/01/06

Whitby Road (5) - North... 04/08/05

Whitby Road (5) - North... 17/11/04

Whitby Road (5) - North... 16/06/04

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

CARE HOMES FOR OLDER PEOPLE Whitby Road (5) - North Yorkshire County Council 5 Whitby Road Pickering North Yorkshire YO18 7HD Lead Inspector ‘Brian Hallgate Key Unannounced Inspection 15th August 2006 09:30 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Whitby Road (5) - North Yorkshire County Council DS0000034278.V308265.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Whitby Road (5) - North Yorkshire County Council DS0000034278.V308265.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Whitby Road (5) - North Yorkshire County Council 5 Whitby Road Pickering North Yorkshire YO18 7HD Address 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) 01751 473369 01751 473889 North Yorkshire County Council Mrs Marion Greenbank Care Home 50 Category(ies) of Old age, not falling within any other category registration, with number (50) of places Whitby Road (5) - North Yorkshire County Council DS0000034278.V308265.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 18th January 2006 Brief Description of the Service: 5 Whitby Road is a care home providing personal care and accommodation for up to 50 older people. There is a separate day centre within the complex. North Yorkshire County Council owns it and Marion Greenbank is the registered manager. The home is located on the outskirts of Pickering and is within walking distance of the shops, bank, post office and cafes. The home is purpose built. There are 44 single bedrooms and 3 double bedrooms that are available for two people wishing to share. The home has pleasant grounds that are available for use by service users in appropriate weather. There is level access from the road to the home and from the home to the rear gardens. The home is suitable for people with mobility problems. A copy of the service users guide to the home is given to prospective service users and a visit is made to the home before a decision is made to move in for a trial period. A copy of the latest Commission for Social Care Inspection Report is available for prospective service users and relatives to read. The fees payable on the date of the inspection were £317 per week. There are additional charges of £4.50 for hairdressing and £10 for chiropody. Whitby Road (5) - North Yorkshire County Council DS0000034278.V308265.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The evidence used to inform this report was obtained from the information documented in previous inspection reports, survey forms, a site visit and discussions with service users and staff. This unannounced inspection took place on the 15th August 2006, over a period of five and a half hours, commencing at 9.30am. During this time the registered manager, a team manager, resource workers and service users were spoken to and a number of records inspected including service users’ assessments, care plans and health and safety records. A tour of the home was also made with the team manager on duty. Survey forms were sent to 12 service users and 6 were returned, 5 forms were sent to medical professionals and 3 were returned, 5 forms were sent to care managers and 2 were returned. All service users spoken to and those service users who completed a survey form considered that they received good quality care from the staff team, they were satisfied with their accommodation and were very pleased with the meals that they received. The medical professionals and care managers who returned their survey forms considered that the home provided good care to service users. What the service does well: Provides good quality care to the service users. Has developed positive relationships with the local community. Worked on developing good record keeping systems. Listens to what service users have to say on the care that they receive. Whitby Road (5) - North Yorkshire County Council DS0000034278.V308265.R01.S.doc Version 5.2 Page 6 What has improved since the last inspection? What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. Whitby Road (5) - North Yorkshire County Council DS0000034278.V308265.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Whitby Road (5) - North Yorkshire County Council DS0000034278.V308265.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 3 and 6 Quality in this outcome area is good. The judgement has been made using available evidence including a visit to this service. The assessments prior to admission are comprehensive and provide informed decisions about moving into the home. EVIDENCE: All service users files seen contained copies of a care management assessment completed before admission to the home. All prospective service users who are not known to the staff are visited prior to admission for a trial period. A review is held after six weeks. Service users spoken to confirmed a member of staff had visited to discuss the home before they were admitted. Intermediate care is not provided. Whitby Road (5) - North Yorkshire County Council DS0000034278.V308265.R01.S.doc Version 5.2 Page 9 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 and 10 Quality in this outcome area is good. The judgement has been made using available evidence including a visit to this service. The staff have a good understanding of the service users’ support needs. This is evident from the positive relationships that have been formed between staff and service users and is confirmed by reading the care plans. EVIDENCE: All service users have a comprehensive plan for independence. This is developed from the care management assessment and the observations of the staff team. The plans of some service users files inspected showed that they were regularly reviewed as required and at least once a month. Other files showed that the last reviews were in May 2006. All plans must be reviewed as necessary and at least once per month. The registered manager had recently put into place plans that ensure that team managers will review these plans with individual keyworkers on a regular basis. The records showed that referrals were made to specialist health care professionals as necessary. Appointments had been made for chiropodists, dentist and optician. Service users confirmed that they received the necessary visits when needed. One Whitby Road (5) - North Yorkshire County Council DS0000034278.V308265.R01.S.doc Version 5.2 Page 10 service user self medicates. She keeps her medication in a locked cupboard in her bedroom. All other service users that need medication are provided with it by staff who use a monitored dosage system. All medication and medication records checked were in good order and up to date. Service users were observed to be treated with respect during the inspection. Staff were seen to knock on bedroom doors and wait for a reply before entering. Service users spoken to stated that the staff were very good and kind to them. Whitby Road (5) - North Yorkshire County Council DS0000034278.V308265.R01.S.doc Version 5.2 Page 11 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 and 15 Quality in this outcome area is good. The judgement has been made using available evidence including a visit to this service. Some social activities are organised but further activities need to be developed. Meals are nutritious and balanced and offer a healthy and varied diet for service users. EVIDENCE: Activities available within the home are bingo, board games, cards and musical evenings. One service user stated that she attends a domino drive in the community. The majority of service users returning survey forms stated that they considered that there were insufficient activities available to them. One service user stated “There is bingo and a church service but residents could do with a lot more activities like arts and crafts, exercise classes to keep them mobile. We sit about watching TV most of the time”. Another service user stated, “There is never any activities arranged that I can take part in”. Ministers of religion visit the home to take services for those service users who wish to participate. The Methodist and Church of England ministers visit regularly and the Roman Catholic representative visits on request. Relatives and friends are able to visit at anytime and all service users spoken to discussed the number of visitors that they had to see them. One service Whitby Road (5) - North Yorkshire County Council DS0000034278.V308265.R01.S.doc Version 5.2 Page 12 user was pleased to state that she had 26 visitors in one day. All service users are encouraged to be as independent as possible and stated that they could ask for assistance if necessary and the staff were always helpful. All service users who completed a survey form and all those spoken to considered that the meals were very good and there was always something that they could eat. Alternatives are available to the daily menu and special diets are catered for. The catering staff confirmed that they were always able to provide an alternative dish to those on the menu for the day. Whitby Road (5) - North Yorkshire County Council DS0000034278.V308265.R01.S.doc Version 5.2 Page 13 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18 Quality in this outcome area is good. The judgement has been made using available evidence including a visit to this service. There are satisfactory complaints and abuse policies and there was evidence that staff listen to service users and act upon their concerns. EVIDENCE: There is a complaints policy and procedure. All service users receive a copy of the complaints procedure in the welcome pack on admission to the home. Copies of the complaints leaflets are also displayed in the entrance hall to the home. One complaint has been received since the last inspection. This was dealt with by the registered manager within the timescale of 28 days. Two referrals have been made under the Protection of Vulnerable Adults. Action has been taken to ensure that the service users are protected. Whitby Road (5) - North Yorkshire County Council DS0000034278.V308265.R01.S.doc Version 5.2 Page 14 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 19 and 26 Quality in this outcome area is good. The judgement has been made using available evidence including a visit to this service. The standard of the environment within the home is good providing service users with a homely place in which to live. Some service users are concerned however at strong odours in specific areas within the home EVIDENCE: The home has satisfactory furniture and fittings and is suitably decorated. The standard of the environment is good providing a comfortable and homely place for service users. Comments from service users on their survey forms include “There is a bad smell of urine in the home in some parts. It would do with a lot more fresheners”. “Definitely clean but can smell due to other residents”. These concerns were discussed with the team manger and the registered manager at the inspection. They were aware of the problems and had provided extra fresheners and had obtained expert opinions on how to deal with the situation. Referrals are always made to the continence nurse if they Whitby Road (5) - North Yorkshire County Council DS0000034278.V308265.R01.S.doc Version 5.2 Page 15 have specific problems with individuals. If the smell remains after treatments are carried out in the bedrooms the bedroom carpets are replaced. The home was clean and odour free at the time of the inspection. Whitby Road (5) - North Yorkshire County Council DS0000034278.V308265.R01.S.doc Version 5.2 Page 16 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 and 30 Quality in this outcome area is good. The judgement has been made using available evidence including a visit to this service. The staff provide a good quality of care but there are concerns that there are insufficient staff on duty at certain times of the day to meet the needs of the present service users. EVIDENCE: At the time of the inspection there were five resource workers on duty, a team manager and the registered manager of the home. All staff agreed that this was sufficient to meet the needs of the service users. Staff and some service users however considered that there were insufficient staff on duty in afternoons/evenings and at weekends when there was only 2 or 3 resource workers on duty. Staff considered that they were unable to meet the needs of the service users and spend any individual time with them with only 2 or 3 resource workers on duty. Comments from service users included “Staff take a long time getting to you sometimes”. “Could do with having more staff around to help and to be available at ALL times”. “There is a shortage of staff and sometimes people need more care than others”. A review of the care hours needs to be undertaken to ensure that sufficient staff are on duty throughout the afternoons/evenings from Monday to Friday and at weekends. The registered manager is committed to ensure staff are trained. Over 50 of care staff have obtained an NVQ Level 2 award in care and other staff are Whitby Road (5) - North Yorkshire County Council DS0000034278.V308265.R01.S.doc Version 5.2 Page 17 working towards the award. Staff stated that in addition to NVQ they had attended training in first aid, back care, health and hygiene and fire prevention. Employment records checked showed that all the necessary checks were made before a new member of staff was appointed. Whitby Road (5) - North Yorkshire County Council DS0000034278.V308265.R01.S.doc Version 5.2 Page 18 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35 and 38 Quality in this outcome area is good. The judgement has been made using available evidence including a visit to this service. The home is managed in an open and inclusive manner by the present registered manager who enjoys the support of staff and service users’. EVIDENCE: The registered manager is very experienced in the care and management of older persons homes and has obtained the necessary qualifications. All service users and staff spoken to considered that the home was well run and organised. Annual questionnaires are completed by service users and a development plan drawn up as a result of the responses. The residents meetings are held on a two monthly basis and any improvements suggested are tried. Whitby Road (5) - North Yorkshire County Council DS0000034278.V308265.R01.S.doc Version 5.2 Page 19 The home holds some personal allowance money for a number of residents. The money is kept individually in a secure place and records and receipts are kept for all transactions. The money and records checked were clear, correct and up to date. All the health and safety records including the fire alarm test, gas and electric safety certificates and the temperature of the hot water were up to date and in order. Whitby Road (5) - North Yorkshire County Council DS0000034278.V308265.R01.S.doc Version 5.2 Page 20 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 2 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 2 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X X X 3 STAFFING Standard No Score 27 2 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 X X 3 Whitby Road (5) - North Yorkshire County Council DS0000034278.V308265.R01.S.doc Version 5.2 Page 21 Are there any outstanding requirements from the last inspection? NO STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1 Standard OP7 Regulation 15 Requirement The registered person must ensure that care plans of all service users are reviewed at least once a month The registered person must provide facilities for recreation and consult service users on what activities they wish to take part in The registered person must review the care hours to ensure that at all times suitably qualified, competent and experienced persons are working at the care home in such numbers as are appropriate for the health and welfare of the service users Timescale for action 15/09/06 2 OP12 16 15/09/06 3 OP27 18 15/09/06 Whitby Road (5) - North Yorkshire County Council DS0000034278.V308265.R01.S.doc Version 5.2 Page 22 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 Whitby Road (5) - North Yorkshire County Council DS0000034278.V308265.R01.S.doc Version 5.2 Page 23 Commission for Social Care Inspection York Area Office Unit 4 Triune Court Monks Cross York YO32 9GZ 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. Extracts may not be used or reproduced without the express permission of CSCI Whitby Road (5) - North Yorkshire County Council DS0000034278.V308265.R01.S.doc Version 5.2 Page 24 - 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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