Inspection on 20/06/05 for Whiteley Village Care Centre

This inspection was carried out on 20th June 2005.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Adequate. 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 Village Care Centre 27/11/08

Whiteley Village Care Centre 10/12/07

Whiteley Village Care Centre 08/06/06

Whiteley Village Care Centre 04/10/05

Whiteley Village Care Centre 06/01/05

Whiteley Village Care Centre 10/08/04

Whiteley Village Care Centre 24/02/04

Similar services:

The Shelley

Springfield House

Sutton Lodge Nursing Home

St Helier`s Residential Hotel

St Joseph`s

Ridgemount

Wingham Court

Old Hastings House

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

CARE HOMES FOR OLDER PEOPLE Whiteley Village Care Centre Whiteley Village Walton On Thames Surrey KT12 4EH Lead Inspector Lisa Johnson Unannounced 20th June 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 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 Village Care Centre h58-h09 s17658 Whiteley Village Care Centre v233218 200605 stage 4.doc Version 1.30 Page 3 SERVICE INFORMATION Name of service Whiteley Village Care Centre Address Whiteley Village Walton On Thames Surrey KT12 4EH 01932 857821 01932 825843 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) The Whiteley Homes Trust Mrs Nancy Hunter Care Home 114 Category(ies) of DE(E) Dementia - over 65 (4) registration, with number OP Old Age (114) of places Whiteley Village Care Centre h58-h09 s17658 Whiteley Village Care Centre v233218 200605 stage 4.doc Version 1.30 Page 4 SERVICE INFORMATION Conditions of registration: 1. Up to 48 beds providing nursing care for older people from the age of 60 years. 2. Of the 114 older people accommodated, up to 4 may be in the category DE(E), older people suffering from dementia. Date of last inspection 6 January 2005 Brief Description of the Service: Whiteley Care Centre is located in Whiteley Village near Walton on Thames, Surrey. The village and care services are owned and operated by the charitable homes Whiteley Homes Trust. The village is self-contained with amenities, sports and social activities provided on site. Whiteley house provides personal support to 46 people on the ground floor and 40 beds for nursing care which is provided on the first floor. The Care Centre also provides personal support to 28 people in Ingram house which is based next to the main building. Whiteley Village Care Centre h58-h09 s17658 Whiteley Village Care Centre v233218 200605 stage 4.doc Version 1.30 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This was the homes first inspection carried out in 2005/2006. This inspection was unannounced which meant that the staff and residents didn’t know that the Commission for Social care inspection was visiting. The inspection took place over six hours and was carried out by two inspectors. The main focus of the inspection was to review to requirements made at the last inspection. A tour of the premises took place. Care plans, staff files and policies and procedures were sampled. The inspector spoke to eleven residents, two relatives and a number of staff in the home and comments are included in the report. The inspectors would like to thank the residents, relatives and staff for their cooperation during this inspection. What the service does well: What has improved since the last inspection? There were no requirements or recommendations made at the last inspection. However an additional two inspections have been carried out and were in response to complaints received by the Commission for Social Care Inspection, which have now been satisfactorily concluded. Public summaries of these reports are available by contacting the Commission for Social Care Inspection, Surrey office. Whiteley Village Care Centre h58-h09 s17658 Whiteley Village Care Centre v233218 200605 stage 4.doc Version 1.30 Page 6 Progress has been made in responding raised in to concerns made by residents and staff. The manager has responded to issues raised in relation to meals and the call bell system is under review. The homes complaints procedure has been amended to state that the Commission for Social Care Inspection can be informed at any stage of a complaint. An activities coordinator has been appointed and activities are being implemented in smaller groups. 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 Village Care Centre h58-h09 s17658 Whiteley Village Care Centre v233218 200605 stage 4.doc Version 1.30 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 Standards Statutory Requirements Identified During the Inspection Whiteley Village Care Centre h58-h09 s17658 Whiteley Village Care Centre v233218 200605 stage 4.doc Version 1.30 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 standard(s) 1, 2, 3, 4 & 5 Adequate information was available that would assist prospective residents and relatives make an informed choice as to whether the home would be a suitable place to live. Pre admission assessments were completed and resident contracts were implemented. EVIDENCE: The home has a comprehensive Statement of Purpose, which describes the services and facilities that the care centre is able to offer. The home has an appropriate service user guide, which is issued to all residents and this was confirmed by two residents. All of the residents were issued with a contract in the form of a statement of terms and conditions. There is a clear admission policy and assessments were undertaken prior to admissions taking place. Whiteley Village Care Centre h58-h09 s17658 Whiteley Village Care Centre v233218 200605 stage 4.doc Version 1.30 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 standard(s) 7, 8, 9, & 10 The home demonstrated that detailed individual care plans were in place that meet the health and personal care needs of residents. Residents were protected by the homes policies and procedures for dealing with medicines. Residents were treated with dignity and respect. EVIDENCE: Residents in both the residential and nursing home have comprehensive care plans in place and were found to include documentary evidence that health, social and personal needs were being met. There was evidence that key workers reviewed care plans every three months. One resident stated that he is involved in discussions with regard to his care plan and one relative confirmed that they have a discussion every three months to discuss any issues. Resident’s dependency levels are monitored monthly. Appropriate care plans are in place to meet the health care needs of residents and they have access to a variety of health care professionals including the General Practitioner, optician, dentist chiropodist and tissue viability nurse and turning charts were available for residents who are nursed in bed. Nutritional assessments were undertaken and weight charts were available. Privacy and dignity was observed to be respected and staff were observed to knock on resident’s doors Whiteley Village Care Centre h58-h09 s17658 Whiteley Village Care Centre v233218 200605 stage 4.doc Version 1.30 Page 10 before entering. There are some double rooms available in the nursing home but curtains are in place to maintain privacy. Accident records were adequately maintained and copies of notifications sent to the Commission for Social Care Inspection were maintained. Risk assessments were detailed and included plans for residents who could be at risk of falls. Medication records were sampled and records were maintained adequately. The controlled medication was stored correctly and the register was recorded. Some residents administer their own medication and this was documented in care plans and risk assessments were in place. The local pharmacy carries out regular audits and the General practitioner reviews medication every six months. Whiteley Village Care Centre h58-h09 s17658 Whiteley Village Care Centre v233218 200605 stage 4.doc Version 1.30 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 standard(s) 12, 13, 14, & 15 Thee home is making progress in reviewing leisure and recreational activities. Residents were encouraged to maintain control and make choices. The home has made progress in responding to resident’s views. Progress has been made to improve the quality of the meals and to respond to individual likes and dislikes. EVIDENCE: Records of residents social participation is recorded in care plans. A new activities coordinator has been appointed and the timetable was sampled. The coordinator has been meeting residents on an individual basis and has been reviewing the recreational and social activities. Opportunities were available for artwork, bingo, gardening club and at the time of the inspection residents were having a strawberry and cream afternoon. The opportunity to attend was available to residents in both the residential and nursing home. Residents have the opportunity to go to the swimming pool and participate in bowling, which is based on site and one resident was leaving the home to have a game on the putting green. Residents spoken to were generally satisfied with the activities on offer. However one resident stated, “I would like to see more organised trips”. A library service is available, coffee mornings are held, the local school and the chaplain visits the home. The home offers a varied menu and the meals were of a good standard and were nutritious. The menu consisted of four choices and the majority of the Whiteley Village Care Centre h58-h09 s17658 Whiteley Village Care Centre v233218 200605 stage 4.doc Version 1.30 Page 12 residents were generally satisfied with the food. Some residents take their meal in the dining or choose to have tray service in their rooms. As well as holding residents meetings the home has introduced a catering committee involving individuals from the residential and nursing home and the minutes of these meetings were sampled. One resident stated, “At the meeting we said we would like to have a ploughman’s lunch and this has been responded to, this meeting has made a big difference”. Two other residents spoken to said, “The food is fine, no problems”. Two residents spoken to stated that now that the weather is warmer they would like less hot meals and two residents said that meals can be repeatative Another resident stated, “I can order my meals the day before, I feel there is enough choice”. One relative stated, “ What I have seen of the food, it looks fine”. Staff were observed to be helping residents with meals who required help and food was observed to be probed by catering staff checking that the temperature was correct. Whiteley Village Care Centre h58-h09 s17658 Whiteley Village Care Centre v233218 200605 stage 4.doc Version 1.30 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 standard(s) 16 & 18 The home has produced a detailed complaints procedure and the manager has made progress in acting upon concerns and taking appropriate action. The staff team were aware of the adult protection process which ensures the safety and protection of residents. EVIDENCE: The home has a detailed complaints procedure, which has been amended to include that The Commission for Social Care Inspection can be contacted at any stage of a complaint. The procedure was available in the Statement of Purpose, the service users guide and displayed in the home. There was evidence that the matron has responded to complaints. An additional two unannounced inspections were made to the home in response to complaints received by the Commission for Social Care Inspection, which have now been satisfactorily concluded. Public summaries of these reports are available by contacting the Surrey Commission for Social Care Inspection office. Residents spoken to were generally happy with the care that they receive in the home. One resident stated, “ I am very happy here, the staff are wonderful, staff help me with what I want and encourage me to be independent.” “I’ve no need to complain but I would not have any concerns about doing so if I felt I needed to”, “My family are also impressed”. Another resident stated “I like it here very much, staff are kind and caring, I would talk to my key worker if I had a problem or complaint”. Another resident said “ The staff are good and well trained”. One relative spoken to stated, “I have no worries, feel that is safe here, staff are kind and respond well to issues, it is very happy here”. Another resident spoke highly of the service and said that staff are helpful. Whiteley Village Care Centre h58-h09 s17658 Whiteley Village Care Centre v233218 200605 stage 4.doc Version 1.30 Page 14 Policies and procedures were available in relation to the Protection of Vulnerable Adults and these were sampled. Two members of staff spoken to confirmed that had received appropriate training and were clear in their responses as to to the appropriate action they would take if they witnessed any possible abuse taking place. However the manager is required to obtain an updated copy of the local authority Protection of Vulnerable Adults policy. Whiteley Village Care Centre h58-h09 s17658 Whiteley Village Care Centre v233218 200605 stage 4.doc Version 1.30 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 standard(s) 19, 20, 21, 23, 24 & 25 & 26 The home is well maintained and residents have access to safe, clean and comfortable bedrooms with their own possessions around them. EVIDENCE: The home was well maintained and communal areas provide adequate space. Resident’s rooms were personalised to individual tastes. Furnishings were of a good quality and residents are given the opportunity to bring their own furniture and possessions in to the home. Adjustable beds are provided for residents receiving nursing care. The home was found to be clean, hygienic and free from odour. There are adequate bathrooms and toilets, which are accessible and appropriate sluicing facilities in place. The grounds were well maintained and accessible to residents. There are some double rooms in the nursing home and screening is provided to ensure privacy for personal care. Ventilation was adequate and electric fans were in place. The manager is in the process of obtaining quotes for a new call system that would provide readouts. The present system was tested at this inspection and staff responded in a timely fashion. The manager stated that there have been some problems with the boilers and that a new system is being considered. Whiteley Village Care Centre h58-h09 s17658 Whiteley Village Care Centre v233218 200605 stage 4.doc Version 1.30 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 considers Standards 27, 29, and 30 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 27, 28, 29 &30 The staffing levels in the home were adequate to meet the needs of residents. Appropriate recruitment practices were in place to ensure that the safety and protection of service users. Staff are provided appropriate training to carry out their job competently. EVIDENCE: The staffing levels were adequate in both in the residential and nursing home. Two nurses and ten carers were on duty and on the afternoon shift there were two qualified nurses and seven carers. On night shift there are two qualified nurses and four carers. As well as the matron there are three managers one for both care homes and another manager is available in the nursing home. One manager has completed the Registered Managers Award and the other two managers are in the process of completing the programme. Staff training and development plans were sampled. Clear evidence was available that training and development takes place. One carer spoken to has completed the National Vocational qualification level three and has completed the assessor units. Staff have received up to date mandatory training including, moving and handling, health and safety and fire training. Training has taken place in record keeping, mentorship and nutrition. Induction training is in place, which is supported by a buddy scheme and shadowing for staff. Two staff personnel files were sampled and the required documents and police checks were in place ensuring the protection of residents. Whiteley Village Care Centre h58-h09 s17658 Whiteley Village Care Centre v233218 200605 stage 4.doc Version 1.30 Page 17 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 33, 35 and 38 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 31, 32, 33, 36, &38 The home has an open management approach. Effective quality systems were implemented based on seeking the views from residents. Staff are appropriately supervised and an induction and training programme was in place. The manager ensures the health, safety and welfare of service users and staff. EVIDENCE: The Matron is a qualified nurse and is completing the Registered Managers Award syllabus and has experience in a managerial capacity. The matron confirmed that she has an annual appraisal and that she receives regular supervision. An open and positive atmosphere was found in the home. One staff member stated that he feels supported and confirmed that training and development was encouraged. A quality assurance system has been implemented gaining feedback from residents in relation to food and cleanliness. These results have been analyzed Whiteley Village Care Centre h58-h09 s17658 Whiteley Village Care Centre v233218 200605 stage 4.doc Version 1.30 Page 18 and evidence was available in responding to any concerns for example in relation to meals, which resulted in a dining experience evening and catering committee being set up. A welfare/residents sub-committee is held and the home has obtained Investors in People Award, which was reviewed in 2005. The registered individual undertakes monthly quality visits. Supervision records for staff were sampled and there was evidence that staff were receiving sessions regularly. A recommendation has been made that the matron implements a questionnaire for relatives to feedback their views. Training records were sampled and it was clear that health and safety training is implemented. Whiteley Village Care Centre h58-h09 s17658 Whiteley Village Care Centre v233218 200605 stage 4.doc Version 1.30 Page 19 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 ENVIRONMENT Standard No 1 2 3 4 5 6 Score Standard No 19 20 21 22 23 24 25 26 Score 3 3 3 3 3 N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 3 DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION 3 3 3 x 3 3 3 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score Standard No 16 17 18 Score 2 x 2 3 3 3 x x 3 x 3 Whiteley Village Care Centre h58-h09 s17658 Whiteley Village Care Centre v233218 200605 stage 4.doc Version 1.30 Page 20 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 18 Regulation 13 (6) Requirement The home must obtain an updated copy of the Local authority Protection of Vulnerable Adultpolicy. Timescale for action 2 weeks 4/7/05 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 33 Good Practice Recommendations The registered manager must consider implementing a feedback questionaire for relatives and friends. Whiteley Village Care Centre h58-h09 s17658 Whiteley Village Care Centre v233218 200605 stage 4.doc Version 1.30 Page 21 Commission for Social Care Inspection The Wharf Abbey Mill Business Park Eashing Surrey GU7 2QN 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 Village Care Centre h58-h09 s17658 Whiteley Village Care Centre v233218 200605 stage 4.doc Version 1.30 Page 22 - 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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