Inspection on 29/01/09 for Whitecliffe House

This inspection was carried out on 29th January 2009.

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

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

Other inspections for this house

Whitecliffe House 01/02/07

Whitecliffe House 07/03/06

Whitecliffe House 30/11/05

Whitecliffe House 02/03/05

Whitecliffe House 02/09/04

Similar services:

Fairfields Country Rest Home

Poldhu

Queensmount

Trevaylor Manor

Didsbury Court Rest Home

Belma

Hunters Care Centre

Manor Lodge

Extracts from inspection reports are licensed from CQC, this page was updated on 19/06/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Whitecliffe House 30-40 Whitecliffe Mill Street Blandford Dorset DT11 7BQ     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: Amanda Bell     Date: 2 9 0 1 2 0 0 9 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 24 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.cqc.org.uk Internet address Care Homes for Older People Page 3 of 24 Information about the care home Name of care home: Address: Whitecliffe House 30-40 Whitecliffe Mill Street Blandford Dorset DT11 7BQ 01258450011 01258488905 whitecliffe@coltencare.co.uk www.coltencare.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Colten Care Limited Type of registration: Number of places registered: care home 31 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: The home may accommodate a maximum of 19 service users who require nursing care. Date of last inspection Brief description of the care home Whitecliffe House is situated centrally to all major routes into Blandford and is a fiveminute walk to the town centre. Adjacent to the home is a Doctors surgery. The home is registered to provide both personal and nursing care to older people, nineteen places are available for people requiring nursing care and the remaining twelve for those with personal care needs.Whitecliffe House is an older style building, which has been extended and adapted to provide a full range of accommodation and ample communal Care Homes for Older People Page 4 of 24 Over 65 31 0 Brief description of the care home space. There is a passenger lift to all three floors making access possible for all service users. All rooms have en suite facilities. There is a communal lounge, dining room and shared garden area with seating. Visitors are always welcome and offered generous hospitality and there is a high standard of hotel style catering and domestic services. Limited parking is available at the front of the home or on the street.Colten Care Limited owns the home, a company who have a number of care homes in Dorset and adjoining counties, and is managed on a day to basis by Jeanette Hendon, the acting manager. Colten Care Limited aims to provide residents with a secure, relaxed and homely environment in which their care, well-being and comfort are of prime importance.At the time of the inspection the weekly fees range from 680 pounds to 780 pounds. Additional charges are made for hairdressing and chiropody. Care Homes for Older People Page 5 of 24 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 peterchart Environment Staffing Management and administration 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 was a statutory inspection required in accordance with the Care Standards Act 2000. The inspection was carried out by one inspector, however throughout the report the term We is used, to show that the report is the view of the Commission for Social Care Inspection. This inspection was unannounced and took place on the 29th January 2009 and took approximately five hours. During this inspection compliance with all key standards of the National Minimum Standards were assessed. Care Homes for Older People Page 6 of 24 Information gathered for this report came from several sources including reports made to the Commission for Social Care Inspection by the home; a tour of the premises;review of a variety of documentation including care records, staff records, maintenance records, policies and procedures; discussion with residents, visitors and staff and observation of staff interaction with residents and the carrying out of routine tasks. 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.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 8 of 24 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 24 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. New residents move into the home having had their needs assessed and been assured that these needs will be met fully. Evidence: The care files for new residents were inspected. These showed that the home had a good admissions procedure in place. Prior to anyone moving into the home a full assessment of needs was undertaken with the prospective resident. Sufficient information was obtained so that a care plan could be drawn up and made available to staff. Residents spoken with confirmed that they or a family member had visited to the home and were given sufficient information about the home before making a decision as to whether to stay. Care Homes for Older People Page 10 of 24 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. Systems are in place to provide staff with most of the information they need to meet the health and personal care needs of residents. The principles of respect, dignity and privacy are put into practice. Evidence: The home continues to provide a good standard of care to the residents living at the home. Residents expressed a high level of satisfaction with the service provided.Three care files were reviewed and they contained most of the relevant assessments and care plans needed so that staff had the information to be able to give a good standard of care. However there were some shortfalls in documentation. There was no evidence that residents had been assessed for the use of bedrails. One wound care plan we looked at had not been updated to show that the dressing regime had been changed. The nutritional assessment for one resident had not included the information that this person had lost a significant amount of weight. The lack of detail in assessment may mean that residents could not always expect to have the care that they needed in a timely fashion. However we observed the staff undertaking care tasks during the inspection and they appeared to be giving appropriate assistance to people living at Care Homes for Older People Page 11 of 24 Evidence: the home. We spoke to residents who confirmed that they were well cared for. Where the need for specialist equipment was identified it was provided. It was clear from discussions with staff and residents that they have access to the health services they need. There was evidence to show that residents get support from General Practitioners, district nursing services, chiropodists and other health care professionals. The home has a good medicines policy and procedure in place. Examination of records indicated that medicines are properly administered in accordance with the prescribers instructions. Medicines were stored securely. However there was no clear audit trail to identify how much medication was held by the home. Where handwritten instructions are in place on medication administration charts they should be countersigned. Residents and the visitors spoken with were very happy with the care they or their relative received and confirmed that staff treated them with respect and were supportive and kind. Care Homes for Older People Page 12 of 24 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. People who use this service are supported to maintain their life skills and are encouraged to make choices as far as possible. Social, spiritual and recreational activities meet the needs of the residents very well. Evidence: The home continues to provide a good level of social, religious and recreational support to residents. Residents told us that they were happy with the lifestyle that living at the home afforded them. Some chose to spend time on their own but knew they could join in with any organised activities if they so wished. Activities were based on the preferences of the residents and were recorded. They included sherry in the lounge, quizzes and games, musical entertainment and minibus outings. A programme of events was distributed to each resident every month. Residents said that they could entertain their visitors in private and that they were always made very welcome.People told us that they were free to choose whether they wanted to handle their own financial affairs. Some preferred to have a family member to act on their behalf. All residents spoken with confirmed they enjoyed the food provided. Records showed that residents likes and dislikes with regard to food were known and residents were aware that alternatives to the main menu were always available. Food was regularly Care Homes for Older People Page 13 of 24 Evidence: discussed at Residents meetings and alterations were made to the menu according to peoples wishes. Care Homes for Older People Page 14 of 24 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 but action taken has not always been recorded appropriately. Protection from abuse is generally promoted. Evidence: We reviewed the complaints log and were told by the home they had received six complaints in the last year. Two had been substantiated and four had been partially substantiated. Three incidents recorded had been in relation to money that had gone missing from residents rooms. As a result of one of the investigations the home stated Notices were displayed in the Home warning people that there may be a thief about and to be extra vigilant, an intervention agreed with the resident.These incidents were reported to the Commission and to the police. They were not reported to social services and a recommendation has been made that incidents of possible theft are reported to them in line with local safeguarding protocols and the homes policy for protecting people from abuse.The home confirmed that records relating to one untoward incident were not kept in the home but held at Colten Cares head office, which contravenes Schedule 4 of the Care Homes Regulations 2001. The home had written policies and procedures for the protection of residents from abuse or neglect and provided all staff with training in the understanding of abuse and their role in protecting residents from abuse in its many forms, including neglect. Care staff told us that they had received such training. Care Homes for Older People Page 15 of 24 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 standard of the environment at Whitecliffe House is good providing residents with an attractive, homely and safe place to live. Evidence: A tour of the premises and review of maintenance documentation showed the home was generally well maintained inside and out. There was evidence that equipment is serviced regularly. However not all the bathrooms were easily accessible for people who were less mobile and needed a hoist for transfers. This meant that some residents had to go on to another floor to use a particular bathroom rather than use the one nearest there bedrooms. Residents rooms were of a good size and furnished appropriately. All furniture, fixtures and fittings were in good repair. Bedrooms were personalised with a variety of mementos, pictures and small items of furniture.All areas of the home seen during the inspection were clean, bright and free from any unpleasant odours. Surveys completed indicated that the home was always kept clean.The laundry continued to be well managed. Adequate supplies of clean linen were seen to be available. Care Homes for Older People Page 16 of 24 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Sufficient care staff are employed to meet the needs of residents. Robust recruitment procedures are in place to protect residents from the risk of unsuitable staff working at the home.Staff are given the training and support so that they can give a high standard of care to the residents living at the home. Evidence: At the time of inspection staff rosters demonstrated that there are sufficient staff on duty at that time. During the inspection staff were on hand to meet the needs of the residents. People told us that staff were available when they needed them and they were not kept waiting. The home had an ongoing training programme, which included NVQ level 2 and 3 in care and 33 of the care staff hold the minimum of a level 2 award in care. We reviewed the recruitment files for three new members of staff. The files were well ordered and contained all the information required by law. POVA first and enhanced Criminal Record Bureau checks had been obtained for all new staff. Training files showed us that staff were receiving induction training. Staff also told us Care Homes for Older People Page 17 of 24 Evidence: that they were encouraged to take up training opportunities provided. Recent training included mandatory training; wound management, continence care, pain management and medications management.Further information on available training can be accessed through the following websites: www.picbdp.co.uk www.skillsforcare.org.uk Care Homes for Older People Page 18 of 24 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 home is well organised and the daily management and running of the home centres around the care of residents. Good management practice, systems in place, confirm the health and safety of all in the home. However Colten Care must ensure that relevant records are kept in the home. Evidence: Through discussion it was evident that residents and staff enjoyed the way the home was being run. Ms Hendon was acting manager whilst the Registered Manager was on leave. She demonstrated throughout the inspection that she ran the home well. Ms Hendon followed robust procedures to ensure that she had a well-trained and competent staff to care for those people living at the home. There were quality assurance and quality monitoring systems in place. The home took steps to review its performance regularly and residents views were sought and suggestions put forward were acted upon. Recent feedback from residents and visitors Care Homes for Older People Page 19 of 24 Evidence: to the home was very positive and highlighted the improvements made to the service. Residents we spoke with confirmed that they either dealt with their own finances or had a representative to do so. The home held a small amount of money for residents at their request. As previously mentioned in outcome area 3 of this report Colten Care confirmed in writing to the Commission that they had information relating to an incident where a resident reported money had gone missing from their room but this was not held at the care home. This contrevenes regulation 17 and Schedule 4 of the Care Homes Regulations 2001. Records showed us that staff had received recent training in fire safety and manual handling updates. Substances hazardous to health were seen to be stored securely. Records showed that equipment had been serviced regularly. Care Homes for Older People Page 20 of 24 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 24 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 1 7 13 A risk assessment must be undertaken with any person living at the home who may need bedrails to be put in place. This will ensure that bedrails are appropriately used and people living at the home are safe. 05/05/2009 2 7 15 The registered person must, 06/05/2009 after consultation with the service user, or a representative of his, prepare a written plan as to how the service users needs in respect of his health and welfare are to be met. this must include clear and up to date information on wound care. This will ensure that staff have all the information they need to give appropriate care. Care Homes for Older People Page 22 of 24 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 3 37 17 The registered person must maintain in the care home the records specified in Schedule 4, which includes any theft or buglary. A clear record of any action taken is maintained and available for inspection 18/06/2009 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 8 Documentation for nutritional screening should be completed accurately and action should be taken when significant weight loss occurs. There should be a clear audit trail in place so that the home know how much medication they hold for each individual living there. The home should follow local safeguarding protocols and its own policy on protecting vulnerable adults and report incidents of possible theft to social services. All bathrooms should be fitted with the appropriate moving and handling equipment so that less mobile residents can use them. 50 of care staff should hold NVQ level 2 in care or an equivalent qualification. 2 9 3 18 4 19 5 28 Care Homes for Older People Page 23 of 24 Helpline: Telephone: 03000 616161 or Textphone: or Email: enquiries@cqc.org.uk Web: www.cqc.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 24 of 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. 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!