Inspection on 27/11/08 for Whiteley Village Care Centre

This inspection was carried out on 27th November 2008.

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

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 10/12/07

Whiteley Village Care Centre 08/06/06

Whiteley Village Care Centre 04/10/05

Whiteley Village Care Centre 20/06/05

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 30/01/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Whiteley Village Care Centre Whiteley Village Care Centre Whiteley Village Walton On Thames Surrey KT12 4EH     The quality rating for this care home is:   three star excellent 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: Lesley Garrett     Date: 2 7 1 1 2 0 0 8 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. the things that people have said are important to them: They reflect 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 25 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2008) 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.csci.org.uk Internet address Care Homes for Older People Page 3 of 25 Information about the care home Name of care home: Address: Whiteley Village Care Centre Whiteley Village Care Centre Whiteley Village Walton On Thames Surrey KT12 4EH 01932825831 01932825843 matron@whiteleyvillage.org.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Mrs Nancy Hunter Type of registration: Number of places registered: The Whiteley Homes Trust care home 114 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category Additional conditions: Up to 63 beds providing nursing care may be used to accommodated people from the age of 60 years Date of last inspection Brief description of the care home Whiteley Care Centre is located in Whiteley Village near Walton on Thames, Surrey. The Nursing Home offers accommodation for 63 residents and two residential homes, Ingram House and Whiteley House offer accommodation to 28 residents and 23 residents respectively. The village and care centre are set within the grounds of Whiteley Village in 230 acres of Surrey woodland. The Care Centre is owned and operated by the charitable homes Whiteley Homes Trust. The village is self-contained with its own village green, club, hall, churches, post office and store selling groceries and fancy goods. The accommodation provided at the care centre includes single or Care Homes for Older People Page 4 of 25 Over 65 4 114 0 0 Brief description of the care home shared rooms some of which have en- suite facilities. Bathrooms and toilets are fully equipped and include disability aids and assisted bathing facilities. Spacious dining areas are available and a variety of sitting rooms in each of the establishments. Care Homes for Older People Page 5 of 25 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: three star excellent service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: This inspection of the care home was an unannounced Key Inspection. Mrs L Garrett, Regulation Inspector, carried out the inspection and the registered manager represented the service. The inspector arrived at the service at 09:30 and was in the home for six hours. It was a thorough look at how well the home is doing. It took into account information provided by the home and any information that CSCI has received about the service since the last inspection in December 2007. The home supplied CSCI with an AQAA (Annual Quality Assurance Assessment). This document was used to assist with the inspection. The inspector also spent time talking with some of the people using the service, the registered manager, the unit managers and staff members. Care Homes for Older People Page 6 of 25 The inspector looked at how well the service was meeting the key national minimum standards and complying with the regulations, and has in this report made judgments about the standard of the service. Documents sampled during the inspection included the homes care plans, daily records and risk assessments, medication procedures, staff files, some training records and the homes safeguarding and complaints policies and procedures. From the evidence seen by the inspector and comments received, the inspector considers that the home would be able to provide a service to meet the needs of individuals who have diverse religious, racial or cultural needs. 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.csci.org.uk. You can get printed copies from enquiries@csci.gsi.gov.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 8 of 25 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 25 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who wish to use the service only move into the home following an assessment of their needs and are satisfied that their needs can be met. Evidence: During the inspection five care plans were sampled and all contained detailed preadmission assessments. The manager stated that the manager or her deputy do these assessments they are holistic and can be undertaken in the persons own home, hospital or care setting. The manager said that prospective people who wish to use the service can spend a day at the home which enables them to be assessed in a relaxed manner and they are able then to make an informed choice about admission to the home. The completed AQAA states that information is also gathered from the persons general practitioner (GP), care manager and any other health care professional who have been Care Homes for Older People Page 10 of 25 Evidence: involved with the person. The manager also stated that when a decision has been taken to accept a new admission to the home this is discussed with the nursing team to ensure that they are fully informed of their particular needs prior to their admission. The home does not offer intermediate care. Care Homes for Older People Page 11 of 25 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The health and personal care that people using the service receive is based on their individual needs. Care plans and risk assessments are all in place to inform staff which then ensures that people using the service are protected. Evidence: Five care plans were sampled.They contained detailed information about the people who use the service which enables the care staff to deliver the care that is needed to each individual. All care plans sampled had been reviewed every month and there was evidence that the person using the service or their relative had been consulted. The completed AQAA states that the staff provide care that is person centered based upon the right to dignity, equality, fairness, autonomy and respect. All care plans sampled contained detailed risk assessments which promoted choice and independence whilst ensuring the safety of the people using the service. The care plans also demonstrated that staff respect the choices and preferences of the people who use the service when delivering personal care and allows for them to choose male Care Homes for Older People Page 12 of 25 Evidence: or female carers. Equipment including hoists and height adjustable beds is provided to encourage independence for the people using the service. There are specialist mattresses available for those people who are at risk from pressure sores. The deputy manager explained that they have implemented the Gold Standard Framework (GSF) for their end of life strategy. This includes advanced care planning and every person using the service has had an assessment. The day before the key inspection the home had been assessed on their GSF and the feed back given to them was positive and the deputy expected to receive a good report back from them. The deputy stated that the homes general practitioner (GP) visits every day to see those people that require a review. The manager stated that the GP is a good support to the home.Other health care professionals are regular visitors to the home and these include the optician, dentist and chiropodist. Specialist nurses are also a support in particular the palliative care team. One of the nurses on duty showed us the medication procedures for the care home unit. She stated that the night staff order the medications every month and the local pharmacy delivers. Medication administration charts that were sampled contained no gaps and the instructions to staff supplied by the pharmacy were clear. The nurse stated that they audit the medicines every month and that an outside company also audits them. Staff receive training in the administration of medication. The GSF documentation observed had good procedures for maintaining the privacy and dignity for all of the people using the service. Staff spoke respectfully to the people using the service and addressed them by their preferred name. Staff spoken to demonstrated a good knowledge of the people using the service which allows them to care for them appropriately. During a previous inspection it had been noted that the bedrooms doors had windows. These have now been covered which ensures that the privacy and dignity of the people using the service is maintained. Care Homes for Older People Page 13 of 25 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 the service are able to take part in social, cultural, religious and recreational activities and are able to exercise choice in their daily lives. Evidence: During the inspection we spoke with the activity organiser who works full time. She is supported by a recently recruited part time organiser. The organiser explained that a record is kept of all people who attend the activity session and it is planned that comments will also be added to inform staff if the activity was enjoyed or how they were able to participate. The organiser stated that they were beginning to write life plans with the people who use the service and some of the completed ones were observed in the care plans. The activity organiser said that a range of activities are organised that would meet the needs of people using the service. The activities range from large group to small group and one to one activities. The AQAA stated that all activities are organised in consultation with the people using the service and the organise said at the moment they are in the process of organising the Christmas activities and events. People using the service told us that they have a choice whether they wanted to join in an activity Care Homes for Older People Page 14 of 25 Evidence: but they were aware of what was on offer. During this inspection it was noted that two ladies from the village visit the home every week to deliver library books to the rooms of those that would like that service. The ladies told us that they enjoyed books so this was an ideal activity for them. The home also benefits from other volunteers which includes past relatives. The activity organiser said that they all have a criminal record bureau (CRB) check prior to starting any activity with the people using the service. There is a church in the grounds opposite the care home and the activity organiser said that some people who use the service attend the service on a Sunday. Other individuals can be supported to attend other churches if they request this as the home has an adapted vehicle that can carry wheelchairs. The activity organiser also stated that the vicar visits the home to give communion once a month. The manager stated that family and friends are welcome at any time and during the inspection visitors were seen coming and going. Visitors can also have a meal with their family member or friend if they wish. During the tour of the building lunch was being served in the three units. Assistance was given by staff to those people that needed support with their meals. The tables were laid with linen tablecloths and napkins. People who use the service that were spoken to said that generally the food was a good standard. One person said if you need to make a comment about a meal there is a book to write in. People were observed filling in their menus to order food for the next meal that day.The AQAA states that meals are freshly prepared on site and that they do not use frozen foods. Special diets are also available and these include soft, puree or diabetic diets. Care Homes for Older People Page 15 of 25 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 can be confident that their complaints are listened to and that they are protected from abuse. Evidence: There is a clear complaints procedure in place and this is displayed on the wall and available to all people who use the service. The manager stated that since the last inspection she had received two complaints but both had the been referred under the local authoritys safeguarding adults procedures. The manager has a complaints log and past complaints are kept in the folder with clear documentation to show that the issue had been fully investigated and the outcome was clearly recorded. The home has had three safeguarding adult referrals since the last inspection. All have been investigated, CSCI made aware of them and are now all concluded. Records demonstrated that the staff had received training in safeguarding adults. Staff spoken to on the day were clear about the procedures to take in the event of witnessing or hearing about a case of abuse within the care home.The home has the local authoritys safeguarding adult procedures and a whistle blowing policy and procedure, which is available to staff in order to safeguard people in their care. Care Homes for Older People Page 16 of 25 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 home enables people who use the service to live in a safe, well-maintained and comfortable environment. Evidence: The people who use the service are able to personalise their bedrooms and this was seen during a tour of the building.The AQAA states that people were consulted about the colours the corridors were to be painted and they chose the new carpets for the corridors and dining rooms. The people who use the service confirmed this when speaking with them.The home also has a maintenance plan to ensure the home is well maintained. The home is easily accessible for wheelchair users and there was plenty of equipment to enable the staff to care for the people using the service adequately. The home has purchased adjustable beds and hoists. The bathrooms are able to accommodate those people that are wheelchair users or have a mobility problem.The bathrooms and toilet areas were noted as being clean and hygienic. The homes indoor and outdoor communal areas were well maintained and appropriate access was available to all people in the home if they chose to visit the gardens. One of the gardens in Ingram House is about to have raised flower beds made so that Care Homes for Older People Page 17 of 25 Evidence: people who use the service will be able to assist with the gardening if they choose. It was observed that liquid soap, hand gel and paper towels were all available for staff to aid infection control procedures. The manager said that the home is very pro-active in infection control and they constantly audit the procedures within the home. They have an infection control action plan and management works closely with all staff to so they are proactive in their approach to infection control procedures. Care Homes for Older People Page 18 of 25 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Staff in the home are trained and in sufficient numbers to support the people using the service. Recruitment practices at the home protect the people living there. Evidence: The home had a relaxed atmosphere and staff were observed to undertake their tasks in a quiet and orderly manner. We observed staff interactions with people using the service all of which were professional and supportive. The staff in the home during the day were relaxed and calm with the people using the service. The staff rotas were seen for all three units. The deputy manager said that she writes the rotas for all three units. There are dependency levels for all of the people who use the service and these are held in each individual care plan. The manger said that if the dependency levels increase then the numbers of staff can be increased accordingly. Comments received on the day of the inspection regarding the staff at the home were favorable; one person said they never speak a cross word,the staff are wonderful nothing is too much trouble. Three recruitment folders were sampled and they contained all the information required to safely employ staff. The manager stated the home takes into account the Care Homes for Older People Page 19 of 25 Evidence: views of the people using the service regarding staff recruitment by listening to their views at resident meetings and supporting them to meet with prospective staff at the home. The manager said that the people using the service are sometimes present at interviews. The manager said that staff continue with national vocational qualification (NVQ) training and the majority of staff have obtained this qualification at either level two or three. The home has a training co-ordiantor. The staff induction and mandatory training records were sampled and evidenced that the home is committed to the ongoing training and development of staff and works closely with a local care association in order to ensure that the homes staff are suitably trained and competent in their duties. The records indicated that all staff undertake refresher courses where needed and these were identified through the accuracy of the record keeping for example a personal training record form. Care Homes for Older People Page 20 of 25 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. Good management arrangements are in place and the home is run in the best interests of the people using the service. Evidence: The home has three separate units which includes one unit that provides nursing care. The registered manager has been in post for six years and has a good knowledge of the service and the people who use it. On each unit they have a designated person who is in charge. The person in charge on the nursing unit is also the deputy manger. The registered manager stated that she has now achieved her registered managers award. During the inspection it was observed that the atmosphere was calm with staff knowledgeable about the needs of the people using the service. Comments received during the day were complimentary about the staff and the care that people receive in the home. Care Homes for Older People Page 21 of 25 Evidence: Regulation 26 visits take place at the home every month and are carried out by the trustees. The reports are available at the home. Quality assurance within the home is taken seriously and the manager advised that the home has a suggestion box and monthly resident/relative meetings. Minutes are taken of these meetings. Every two weeks there is a meeting called my home life and this is chaired by the people using the service and run by them. One of the topics for discussion was the homes care plans and activities and they also had the opportunity to choose the new carpets and soft furnishings recently purchased for the home. The manager stated that the home holds very little money for the people who use the service. All individuals or their representatives are invoiced directly for any services provided. The AQAA advised that all necessary health and safety checks had been undertaken in the home and current certificates were in place. Care Homes for Older People Page 22 of 25 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 23 of 25 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 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 Care Homes for Older People Page 24 of 25 Helpline: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.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 © (2008) 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 25 of 25 - 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!