Inspection on 20/09/05 for Whiteley Bank House

This inspection was carried out on 20th September 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

Whiteley Bank House 06/07/07

Whiteley Bank House 14/11/06

Whiteley Bank House 12/01/06

Whiteley Bank House 24/02/05

Whiteley Bank House 09/09/04

Similar services:

St Vincents

The Cotswold Home

Newbeech House

Winton House

Rush Court

Hillyfield Rest Home

The Maypole Nursing Centre

The Briars

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

CARE HOMES FOR OLDER PEOPLE Whiteley Bank House Whiteley Bank Newchurch Isle Of Wight PO38 3AF Lead Inspector Lynda Mosling Unannounced Inspection 20th September 2005 10:00 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 Whiteley Bank House DS0000012556.V249126.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 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. Whiteley Bank House DS0000012556.V249126.R01.S.doc Version 5.0 Page 3 SERVICE INFORMATION Name of service Whiteley Bank House Address Whiteley Bank Newchurch Isle Of Wight PO38 3AF 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) 01983 867541 01983 863378 Mrs Daphne Zosha Hayles Mrs Daphne Zosha Hayles Care Home 12 Category(ies) of Dementia - over 65 years of age (2), Old age, registration, with number not falling within any other category (12), of places Physical disability over 65 years of age (2) Whiteley Bank House DS0000012556.V249126.R01.S.doc Version 5.0 Page 4 SERVICE INFORMATION Conditions of registration: 1. This home has one person under the age of 65 years admitted temporarily for respite care. 24th February 2005 Date of last inspection Brief Description of the Service: Whiteley Bank House is a home providing care for up to twelve older people. The home is privately owned and managed by Mrs Daphne Hayles. It is situated in the village of Whiteley Bank between Godshill and Shanklin. All amenities are available in Shanklin, approximately one mile away. The home is a two storey detached former coach house set in substantial grounds. There is off road parking to the front and level access into the building. The home has a mixture of single and double bedrooms, one with en-suite facilities. There is a passenger lift to access the upstairs. Whiteley Bank House DS0000012556.V249126.R01.S.doc Version 5.0 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The unannounced inspection was undertaken by one inspector during a morning. Three members of staff, the cook and the manager were spoken to during the inspection. In addition, four residents were spoken to individually and two visitors were seen. Records including: residents’ files, daily diaries and staff information were seen. A tour of the building was made, including all of the residents’ bedrooms. All of the standards assessed during this inspection were met or partially met. The only requirement was with regard to the qualifications of staff. The home clearly puts the residents first and staff spend more time with them than on the paperwork. The residents talk of feeling like ‘part of the family’ and their relationships with the staff demonstrated this. What the service does well: What has improved since the last inspection? The proprietor/manager has continued to improve the environment by redecorating, replacing carpets and installing a new kitchen. Whiteley Bank House DS0000012556.V249126.R01.S.doc Version 5.0 Page 6 There have been improvements to the outdoor areas with raised flower beds to enable the residents to enjoy them and areas paved in order to provide safe access to the seating areas. All of the wheelchairs used in the home have been serviced. In-service staff training has been provided in all basic areas. 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. Whiteley Bank House DS0000012556.V249126.R01.S.doc Version 5.0 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 Whiteley Bank House DS0000012556.V249126.R01.S.doc Version 5.0 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 5. All residents are assessed prior to admission or re-admission, to ensure the home can meet their needs. Relatives and representatives are welcomed to the home prior to placement to assess suitability. EVIDENCE: There is an assessment process to ensure prospective residents’ needs can be met. The assessment is usually undertaken by the manager and covers areas such as mobility, health and social needs. One of the residents spoken to during the inspection was recently admitted and confirmed that she, and her family, had been involved in the assessment process and feel the staff are well able to meet her needs. She said, ‘they were all so nice when I arrived…I quickly settled in’. Following periods in hospital the manager will do a reassessment of the resident’s needs to ensure that they can still be met. It is unusual for the home not to re-admit a resident as their commitment to them is so great. The manager said, ‘it is their home after all’. This is appreciated by the residents who are reassured by this approach. The assessments seen met the standards but were brief, and in common with many records in the home, do not do justice to the very thorough knowledge the manager and staff Whiteley Bank House DS0000012556.V249126.R01.S.doc Version 5.0 Page 9 have of the residents. However, the assessments have obviously been accurate as very few residents over the years have had to move on. The newly admitted resident explained that her daughter and son-in-law had visited the home and spoken to the staff before her admission. This had reassured them that their mother would be well cared for at the home. Staff confirmed that relatives, friends and representatives are welcome to look around the home prior to deciding whether it is the right place for the prospective resident. Many of the residents in the home had prior knowledge of the home and/or the manager from the domiciliary care service owned by the manager or from having respite care placements at the home. The home had therefore been a positive choice for them. Whiteley Bank House DS0000012556.V249126.R01.S.doc Version 5.0 Page 10 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): 8 and 10. Residents’ health needs are assessed and met with the help of district nurses, GPs and other specialists. Residents are treated with respect and their privacy is protected. EVIDENCE: Residents’ health needs are assessed on a continuous basis and any concerns raised with the appropriate medical resource. The daily diaries seen during the inspection showed that staff monitor residents’ health and comment on it on a daily basis. During the inspection a resident raised an issue with a staff member who listened, took notes and agreed to pass the concerns on to the GP if the issue continued. The daily diaries and the visitors’ book recorded visits by GPs, district nurses, opticians etc. Residents spoken to said they can request a visit from the GP and that staff will accompany them to all appointments if they wish. The knowledge of the individual residents enables staff to recognise problems even when the resident is unable to voice their own concerns. All personal care being delivered during the inspection was undertaken in private. The two shared rooms currently occupied have screens available in Whiteley Bank House DS0000012556.V249126.R01.S.doc Version 5.0 Page 11 order to ensure privacy. Residents said they can spend time alone if they chose to and said their wishes are respected by the staff. Discussion with the staff and manager demonstrated a delight in the residents’ individuality. The manager gave many examples of situations where she has advocated on behalf of the residents and their rights. Whiteley Bank House DS0000012556.V249126.R01.S.doc Version 5.0 Page 12 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 and 13. Residents said they are able to follow their interests and make choices about how they spend their time. Contact with family and friends is encouraged and welcomed. EVIDENCE: The atmosphere within the home is relaxed and the staff clearly stated that they are there for the residents and demonstrated affection and respect for them. Many of the residents have been living at the home for some years and have become more dependent during that time. The number and type of activities have changed over the years to take account of this. Some residents do not wish to join in with any social activities whereas others are keen to become involved with everything. The activities offered include: music and movement, trips out in the car, games etc. During the inspection the residents were playing quoits with a paid visitor who provides activities. She attends weekly. Residents appeared to be enjoying this game and were quite competitive. Staff explained that they are supported to go out with their families and friends and to continue their religious observances. Local clergy visit the home. One resident said ‘I don’t want to sit around with all the others’ and said she is able to opt in or out of any activities arranged. Other residents voiced disappointment that there were not more residents who were able to converse in a meaningful way. These residents said they spend most Whiteley Bank House DS0000012556.V249126.R01.S.doc Version 5.0 Page 13 of their time speaking with the staff. The residents are able to choose the time they get up and go to bed. Some choose to sleep in late every day, whereas others like to keep to an early routine. Breakfast and supper is therefore a moveable feast. Visitors are encouraged and two were seen during the inspection. They confirmed they are welcomed by the staff and are offered drinks etc. They are invited to parties and special occasions at the home. One resident, during the inspection, was delighted by a surprise visit (arranged with the staff) by her sister-in-law. They were shown to a private area to speak and were provided with a tray of drinks and biscuits. One resident said ‘ You can have people come all day everyday if you wish’. The residents said they feel part ‘of the family’, meaning the manager’s family, and talked of their excitement when the manager’s daughter was married recently. They have seen the photographs, sampled the wedding cake and been involved in the discussions surrounding the event. This helps the residents to feel valued and included. Whiteley Bank House DS0000012556.V249126.R01.S.doc Version 5.0 Page 14 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. There is a complaints procedure that is known by the residents and their representatives. Residents are confident that their concerns would be taken seriously. The home protects the residents from abuse and advocate on their behalf. EVIDENCE: The complaints procedure is available to all residents and their representatives. The complaints book shows there have been no formal complaints in the past 12 months. Residents and visitors spoken to during the inspection were aware of how to complain and knew of the role of the Commission. One resident said ‘I can’t see what anyone could complain about’ and another said ‘If I was worried I would tell (the manager) and she’d sort it out.’ The daily diaries recorded comments from relatives and visitors and how any issue had been dealt with. The staff receive training on adult protection during their induction and as an in-service session. The staff spoken to were aware of their responsibilities for the residents’ safety and felt confident that they would whistle-blow if necessary. The staff said they felt ‘close to’ the residents and would be able to tell if anything was worrying them. The local adult protection procedures are kept close to hand and would be used if a problem arose. Whiteley Bank House DS0000012556.V249126.R01.S.doc Version 5.0 Page 15 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, 20, 23 and 26. The home provides safe and well maintained accommodation. There are comfortable communal spaces and access to sitting areas in the garden. The residents’ rooms are personalised and meet the individual needs of the residents, although shared rooms need careful consideration when new residents are admitted. The home was clean and hygienic on the day of the inspection but there is an ongoing issue regarding odour in one of the rooms. EVIDENCE: The home is an older property with lots of character. It is well maintained by appropriately experienced builders/decorators. The proprietor/manager has spent a great deal over the last 12 months improving and renovating areas of the home, including the kitchen. All of the bedrooms have been redecorated and the home looks comfortable and homely. The outdoor area has had paving added to the front of the house to make it an attractive place for residents to sit. There are attractive gardens that adjoin fields and provide a rural view with wildlife and birds for the residents to enjoy. Whiteley Bank House DS0000012556.V249126.R01.S.doc Version 5.0 Page 16 The flower borders have been raised to enable easy access to them – they can now be easily seen from inside the house. One resident said she gets a lot of pleasure watching the work being done on the gardens as this is something she misses from her own house. Three of the bedrooms are sharing rooms, although one is currently being used for one person. The rooms have a screen in order to provide privacy. One resident from each sharing room was spoken to – one said she was very happy to share and enjoyed the company, the other said she does not particularly enjoy it but wanted to come to this particular home and was prepared to compromise to do so. The staff are aware of this and try to ensure as little interference as possible. However, the staff and manager acknowledge that shared rooms are less and less acceptable to new residents and that it has an effect on occupancy levels. Only one of the rooms is en-suite, the others have commodes provided. The rooms are personalised and appear to meet the needs of the individual occupants. On the day of the unannounced inspection the home was warm and clean. The staff were in the process of getting residents up and sorting out their rooms. The home has little storage space and can therefore look a little cluttered (in areas away from the residents’ space). However, the manager explained that a large chalet/shed is being built in the grounds to provide storage space. This will help this situation. There is one room at present where odour is a problem. This is due to the constant soiling of the flooring. The manager explained that she has tried every type of carpet, and cleaner, to deal with this but nothing works for long. She has therefore arranged for washable anti-slip cushion flooring to be laid which should help. It will need to be constantly monitored to ensure its suitability for the resident in that room. Whiteley Bank House DS0000012556.V249126.R01.S.doc Version 5.0 Page 17 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 and 30. Residents feel well cared for by the staff. There are sufficient numbers of staff available on each shift to ensure the safety of the residents. Staff have their basic training needs met and some have enrolled on NVQ courses, this needs to continue in order to meet the standards. EVIDENCE: Residents and staff confirmed that there are 3 staff on duty during the morning, 2 during the afternoon/evening and one waking night. The rota confirmed this. Residents said their bells are answered quickly when they ring them and that staff have time to spend talking to them. Staff were observed to be very busy during the morning, but were able to respond to requests from the residents. One of the staff said that a large part of their job was ‘socialising with the residents’. The manager confirmed this. Staff were observed to put the residents’ needs first and were happy to leave the paperwork, cleaning etc. to respond quickly to the residents. Their interactions with residents were unhurried and patient. There is a good mix of staff experience and the staff said they work well together and are happy to cover additional shifts if necessary. Staff appeared competent and happy in their role. One of the staff spoken to had been recruited during the past 12 months and was able to explain her induction programme. She said she ‘had never been asked to do anything she didn’t know how to do’. She also spoke of the support she receives from the more experienced carers. She was able to share her certificates showing the Whiteley Bank House DS0000012556.V249126.R01.S.doc Version 5.0 Page 18 training she had undertaken. The staff said they prefer training being provided in the home as it seems directly relevant. There are a few staff with the NVQ 2 or 3 and some working through it at the moment. However, there are not enough with the NVQs to meet the standard. Whilst it is understood that staff cannot be forced to do the NVQ training, it is a requirement from this inspection that a list of staff and their qualifications is provided with projected dates for the achievement of the NVQ 2 or 3. Whiteley Bank House DS0000012556.V249126.R01.S.doc Version 5.0 Page 19 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. The manager has proved herself a competent manager of the home but does not intend to gain the NVQ 4/Registered Manager’s Award. There is a resident satisfaction survey to ensure the service meets their needs. The home is not involved in residents’ finances. The home protects the residents’ health, safety and welfare by following appropriate procedures. EVIDENCE: The proprietor/manager of the home has many years of experience of providing care to older people. She has been in her position in the home since 1984. However, she does not have the NVQ 4 or the Registered Manager’s Award and does not intend to do so. She is considering handing over the manager position to another member of the senior staff who will then enrol on the appropriate training. This should be clarified as soon as possible in order to meet the standard. Staff have confidence in, and respect for the manager and one said ’you couldn’t wish for anyone better’. Residents also praised her Whiteley Bank House DS0000012556.V249126.R01.S.doc Version 5.0 Page 20 very highly and said they felt totally ‘at home’ with her. They said she was ‘affectionate, caring and down to earth’. Observation of her practice confirmed that she is a respected leader of the staff and caring and patient with residents. The home has developed a quality assurance system that provides annual questionnaires to the residents and/or relatives asking for views on the service provided. These are used to make any necessary changes and to ensure the residents’ experiences are consistent with the aims of the home. In addition there is good communication with the residents and relatives and views are shared on a daily basis. Reviews are also undertaken by social services if the residents have a part funded placement. The reviews look at how the home is meeting the residents’ needs. Records show that the care plans are changed as a result of any feedback received through these processes. The home does not get involved with the residents’ finances. Fees are usually paid through direct debit from the residents’ bank. Personal allowances are held by the resident and spent how they wish, or by the relatives on their behalf. The health, safety and welfare of the residents is protected by appropriate procedures. The staff confirmed that they know where all the procedures are and have a staff handbook. All of the staff have a responsibility for raising issues regarding residents’ safety. Any repairs or safety issues are reported to the manager and dealt with immediately. Risk assessments are undertaken throughout the premises. There were no identifiable risks to residents during the inspection. Whiteley Bank House DS0000012556.V249126.R01.S.doc Version 5.0 Page 21 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 3 X HEALTH AND PERSONAL CARE Standard No Score 7 X 8 3 9 X 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 4 14 X 15 X COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 3 X X 3 X X 2 STAFFING Standard No Score 27 3 28 X 29 X 30 2 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 2 X 3 X 3 X X 3 Whiteley Bank House DS0000012556.V249126.R01.S.doc Version 5.0 Page 22 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 OP28 Regulation 19 (5)(b) Requirement Provide a list of staff qualifications with projected dates for achievement of NVQ 2 or 3. Timescale for action 30/10/05 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. Refer to Standard OP26 Good Practice Recommendations Monitor the effectiveness of new flooring to minimise offensive odours in one bedroom. Whiteley Bank House DS0000012556.V249126.R01.S.doc Version 5.0 Page 23 Commission for Social Care Inspection Southampton, Portsmouth and Isle of Wight Ground Floor Mill Court Furrlongs Newport, IOW PO30 2AA 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 Whiteley Bank House DS0000012556.V249126.R01.S.doc Version 5.0 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. 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. 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