Inspection on 15/02/07 for Whiteoaks

This inspection was carried out on 15th February 2007.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Excellent. 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

Whiteoaks 09/11/05

Whiteoaks 10/05/05

Whiteoaks 06/12/04

Whiteoaks 26/07/04

Whiteoaks 05/01/04

Whiteoaks 18/08/03

Whiteoaks 10/09/02

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 Whiteoaks 56-58 The Avenue Fareham Hampshire PO14 1NZ Lead Inspector Clare Hall Unannounced Inspection 15th February 2007 09:30 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Whiteoaks DS0000012334.V324004.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Whiteoaks DS0000012334.V324004.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Whiteoaks Address 56-58 The Avenue Fareham Hampshire PO14 1NZ 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) 01329 232860 Mr Panchalingathurai Mrs Panchalingathurai Mrs Panchalingathurai Care Home 25 Category(ies) of Old age, not falling within any other category registration, with number (25) of places Whiteoaks DS0000012334.V324004.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 17th November 2006 Brief Description of the Service: Whiteoaks is a large detached property in Fareham. The home is registered to provide residential accommodation for up to twenty-five older people. Mr and Mrs Panchalingathurai (known as Mr and Mrs Panch) own the home. Mrs Panchalingathurai is also the registered manager. The home has fifteen single bedrooms and five double rooms, all of which are en suite. Service users share the use of a lounge, dining room and sun lounge. To the front of the property a driveway provides parking and gardens provide privacy from the road. To the rear is a large well maintained garden. The home is situated near Fareham shopping area and is close to public transport links. The weekly fees range between £350-£425. There are different rates for single rooms and shared rooms. Whiteoaks DS0000012334.V324004.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The unannounced site visit to Whiteoaks Residential Home took place on 15th January 2007 and was undertaken by one inspector over one day. Throughout the visit the Registered manager/owner and deputy manager were available and the staff assisted the inspector in general. The anciliary and care staff were very supportive to the inspector. The judgements made in this report were made from information gathered pre-inspection from previous reports, the service history, Regulation 37 notices received and reports sent to the CSCI by the provider. Also considered were correspondence with the home, contact sheets, reports and feedback relayed to the commission by staff. The managers assisted the audit process by handing out relevant comment cards pre inspection to service users other stake holders, health and social care professionals and staff. The management team completed the pre inspection evidence and this was used to inform the inspection. Most of the environment was audited and a tour of the premises undertaken. The inspector had the opportunity to sit in the main lounge and dining areas and observe the routines and care practices in the home. As a result of this audit no requirements have been raised. What the service does well: Observing care delivery and talking with service users and care staff it is very clear that the principles on which the home’s philosophy of care is based ensure that residents are treated with respect, that their dignity is preserved at all times, and that their right to privacy is always observed. This is a home that is clearly run in the best interests of the service users. Comments received in respect of the service from health and social care professionals were very complimentary and these are but a few: • “Staff have a clear understanding of the needs of clients and all residents have a plan of care.” Whiteoaks DS0000012334.V324004.R01.S.doc Version 5.2 Page 6 • • • “We are able to meet with our clients in private and there is always a senior member of staff on duty to speak to.” “The home does notify us of significant events affecting our clients well being and have not received any complaints about the service.” “We are satisfied with the overall care provided to the service users we have placed in the home. Staff always welcomes us and the relatives of clients always say how welcomed they are”. “All my clients have been happy and well looked after in the home and moved when needed.” “ Very happy, well run home. Owners and staff work very hard to keep it that way. When you go in you are warmly greeted .A lovely home a cheerful and loving atmosphere, calm and orderly.” Staff are always professional and caring to residents and relatives .The help and support given to me is excellent and no problem is to small for staff to deal with” • • • All feedback from the relatives and friends of service users was very complimentary. 100 of friends and relatives said they were always made to feel welcome and could visit their relative in private. They said they were kept informed of important matters and that they or their relative were consulted about the care they receive. The majority were aware of the home’s complaints procedure and were satisfied with the overall care provided. Some of the feedback from friend and relatives was, • • • • • “We are very happy with the care x receives, the staff are always caring, friendly and the atmosphere at the home is happy and homely.” “For the last year or so the staff have gone out of their way to look after me and my mother by giving us some privacy during our visits.” “All the staff are extremely kind, welcoming sensitive. I couldn’t wish for a better home for my mother” “If there was a top award for a superb home Whiteoaks’ owner, managers and staff should have it…cannot praise them enough”. “All staff at Whiteoaks are exceptionally helpful and friendly” Whiteoaks DS0000012334.V324004.R01.S.doc Version 5.2 Page 7 • “We are more than satisfied with the care and attention my husband gets. If the time ever comes that I need the care and attention that my husband is getting now I hope to stay at Whiteoaks too.” “All staff and management are friendly and helpful. The home is spotlessly clean and the food is excellent.” “Nothing appears to be too much trouble”. “My mother feels very comfortable and safe at whiteoaks.” “This is a lovely home and mum is very happy there.” “Whiteoaks is a nice friendly home that welcomes visitors and maintains a high level of care for the residents in a clean environment “ “Most of the staff are true carers, and add to the sense of well being.” • • • • • • Observing the staff throughout the day communicating with service users identified that there is a very high commitment by the staff to treat all service users as individuals with desires, hopes and expectations. Clients were dealt with sympathetically, respectfully and with dignity. The choices of individuals led the care provided and senior staff knew every relevant detail of a clients social back ground down to the smallest of personal preference regarding their daily lives. This was considered to be exemplary. Observation and discussion identified that the home is very welcoming and any prospective service user with an interest to see how the home is run are welcome to visit regularly, stay for lunch and meet and develop a rapport with staff before under taking a commitment to stay. Staff reported by surveys and in discussion that they are provided with good training. All had received a contract of employment and felt informed regarding their job specification. Numerous comments from staff identified the home commitment to the social needs of individuals. Staff said, • • • “The home is really good with social activities, BBQ’s, entertainment.” “There appears to be no limit to the expense for social activities.” “I enjoy working for the owners .The home is run like one big family where we all try and get along”. Whiteoaks DS0000012334.V324004.R01.S.doc Version 5.2 Page 8 • • • • • “The home provides residents with wonderful care and food. They are all happy with this” “The home is very clean.” “Management are exceptionally supportive and very loyal and caring to staff.” “This is a very caring home Residents are well looked after. I am proud to be one of the day staff team.” “Generally very happy with the way things are here at the home and I am very happy to continue working for this home. Residents are happy and I like helping them.” Every resident spoken to say they received the care and support they needed. They also stated that the staff listen and act on what they say. It was also reported that staff were always available when needed and they were provided with the appropriate medical support when necessary. One resident stated, “I like to support the management efforts to join in with my fellow residents, there can be no doubt that the management considers the health and care of residents and their carers when this is being considered.” What has improved since the last inspection? What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Whiteoaks DS0000012334.V324004.R01.S.doc Version 5.2 Page 9 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 Whiteoaks DS0000012334.V324004.R01.S.doc Version 5.2 Page 10 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. JUDGEMENT – we looked at outcomes for the following standard(s): 1, 2, 3, 4, 5 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Service users feel informed and in a home, which meets all their needs and expectations. EVIDENCE: The inspector joined a group of eight residents in the conservatory on the day of the inspection. During this meeting it was established that all residents had either been visited by the manager or been to the home prior to moving in. They explained how the manager gave them all the information about the home so they could make a choice about whether to move in. It was unanimous that the group felt informed. Whiteoaks DS0000012334.V324004.R01.S.doc Version 5.2 Page 11 When walking around the home there was good nicely presented and informative brochures and leaflets available in residents rooms, on notice boards and in the main reception area. All records and residents care records case tracked identified a very detailed assessment is undertaken prior to any resident moving in. Contracts were completed and held on file. It was very clear that the residents currently living at Whiteoaks were very happy and felt the home met their expectations. All reported feedback was positive. Service users felt their needs were met in what was probably an excellent home of which they were lucky to get into. They stated categorically that the staff and owners delivered a high standard of service and care. Discussions with senior staff identified that the priority was for each and every residents quality of life to come first and that the care and support was driven by each and every individuals needs. This was evidenced through out the day. Whiteoaks DS0000012334.V324004.R01.S.doc Version 5.2 Page 12 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. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. The health and personal care the residents receive is based on the individual’s needs, and is provided by staff who are well informed. Residents feel their needs are met and have the opportunity to self medicate where able. EVIDENCE: Care records seen were up to date and clearly recorded the needs of individuals. Records illustrated the instructions on how care are to meet needs and records of the observations made. Visits from health and social care professionals are recorded. There are assessments completed in relation to falls, mobility, mental health, social needs and nutrition. Whiteoaks DS0000012334.V324004.R01.S.doc Version 5.2 Page 13 Residents preferences and choices were recorded from everything relation to sleep, food and wishes for end of life. Records also note residents wishes to have a key and/or additional lockable space. Service users are also consulted about whether they wish to share and this is recorded. One lady who has recently lost her husband voiced a request not to share with anyone else or have her husband’s name taken off the door. This wish had been respected. One gentlemen explained how poorly he had been when first came to Whiteoaks and how much better he is since being in the home. Discharges from the home identify that some residents have improved their health since coming to the home and have been able to reintegrate back into the community. The knowledge of the senior staff in relation to the health and well being of individuals was exemplary. One member of senior staff described through out the day the individual needs of the residents. Care staff were observed sitting and referring to care plans and writing up comprehensive records in relation to how they meet the needs of their residents. One care staff member said,” we promote the residents dignity by knocking on their doors, respecting their privacy and ensuring they are covered respectfully during bathing.” She also said that, “we encourage them to do what they can and give them a choice when providing assistance with washing and dressing. We never assume what they would like to wear, we ask. It’s the same with the bath rota, we have a rota but they are asked if they would like one and this is flexible.” The medication records, receipts and storage were audited. The records were immaculate, the storage clean and organised and the staff appropriately trained. The manager agreed to research what the legal requirements were for the installation of a controlled drugs cupboard as this was fixed by four bolts and not through to the back wall. Guidance would suggest that the controlled drug cupboard requires a specified gauge, specified locking mechanism and be fixed to a solid wall or a wall that has a steel plate mounted behind it and that it should be fixed with either Rawl or Rag bolts. . Whiteoaks DS0000012334.V324004.R01.S.doc Version 5.2 Page 14 One lady had a detailed self-medication risk assessment in place and there were records to demonstrate this had been undertaken in consultation with her general practitioner. The manager could now implement the skills for care knowledge set for medication when providing training to staff. The inspector witnessed staff dealing with a resident fall. When asked, the care staff worker was able to state how this would be recorded and what observations would be made. Whiteoaks DS0000012334.V324004.R01.S.doc Version 5.2 Page 15 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. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14,15, Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Service users do feel the home meets their needs and expectations and the management philosophy of care promotes the core values. EVIDENCE: Service users reported to the inspector that they were able to, ”make decisions about what I do each day” and, “Yes I can do what I want each day.” “The staff treat me well and act on what I say” All residents survey responses reported complete satisfaction with the service provided. During the visit care staff showed insight and respect for the preferences of individuals regarding their social activities. Residents were observed being supported according to the individual needs. Individuals were supported when engaging in the activities of daily life but were also able to undertake tasks for the promotion of independence. Whiteoaks DS0000012334.V324004.R01.S.doc Version 5.2 Page 16 The inspector was able to observe a mealtime and joined the service users at the table for lunch. Staff were observed seeking the preferences of services users and promoting choices and abilities sensitively. The meal provided was of a very high standard. There were a number of choices and a hot vegetarian option, which the inspector had and it was excellent. Service users complemented the food provided. The food served was of a high quality and the inspector noted that the plates were warmed prior to serving. There were large bowls of fresh fruit available on tables and a delivery of fresh greens arrived during the day. The senior care staff were monitoring the diet intake of service users discreetly and notes made of the food not eaten. Senior staff were observed seeking the opinions of service users at this time. The acting manager explained this time was used to see everyone and note their well being. Throughout the day it was evident that the availability, quality and style of presentation of food, along with the way in which staff assist residents is excellent. The food records storage and delivery temperatures and other records were completed in full. It was very apparent that the routines of the day and the activities made available to service users are flexible and varied to suit service users’ expectations, preferences and capacities. The inspector observed the functioning of the home directly and observed that service users had the opportunity to exercise their choice in relation to leisure and social activities, meals and mealtimes, the routines of daily living, and personal and social relationships. It was clear during the visit that service users are able to have visitors at any reasonable time and links with the local community have been developed and maintained in accordance with service users’ preferences. One newly accommodated gentleman spoken to with his granddaughter joked how her husband comes in every morning to deliver him his paper and finds him having his breakfast in his bed. One comment seen was, “Excellent staff and lovely atmosphere. My Mother always says she s happy here which is very reassuring.” Whiteoaks DS0000012334.V324004.R01.S.doc Version 5.2 Page 17 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. JUDGEMENT – we looked at outcomes for the following standard(s): 16,18 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Service users feel safe and staff have been trained in protection of vulnerable adults. The manager is taking the necessary steps to address issues or concerns raised. EVIDENCE: Surveys identify that relatives and service users are aware of the complaints procedure and what to do if they wish to make a complaint. One complaint has been received by the home since the last inspection and a record had been kept including details of the action taken. One care staff member explained to the inspector what her adult protection knowledge was and explained the types of abuse. She also stated she would report anything which looked abusive to the management and or the social services. There has been an immediate requirement made regarding the employment of staff and this will be discussed in staffing section of the report. The home has received two complaints and records indicate these are being dealt with and records made. Whiteoaks DS0000012334.V324004.R01.S.doc Version 5.2 Page 18 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. JUDGEMENT – we looked at outcomes for the following standard(s): 19,20,21, 23,24, 26 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. The owner and manager go out of their way to ensure residents have the accommodation and facilities to make their home comfortable and homely. EVIDENCE: Numerous comments were received in respect of the home stating, “it is always fresh and clean.” A tour of part of the premises was undertaken. The internal and external areas of the home are well maintained and nicely furnished. The conditions demonstrate good financial investment and ongoing improvement. Whiteoaks DS0000012334.V324004.R01.S.doc Version 5.2 Page 19 Service users were very happy with their accommodation and reported they could bring in and have their own personal items and furnishings .One gentlemen who recently moved in said how wonderful his room and the home was. The standard of cleanliness around the home was exceptional and the home has been tastefully decorated in a very homely way. There are quiet private areas upstairs and in the conservatory and residents are offered televisions and radios for their rooms. Two sisters admitted requested to sit together privately in the upstairs lounge. The owners and manager arranged for them to have an extra wardrobe, two comfortable arm chairs and their own television and removed the communal bookcase so they so they could use it as a more private sitting area. One gentleman requested for a lockable cupboard in his bathroom and the manager provide one and got it fixed to the wall. All rooms have en suites and the home has two assisted baths. One is looking rather worn and will need replacing at some time All area of the home has been sensitively furnished. Tables have flowers and napkins and there are nice wall hangings. The manager/owner has refurbished the dining area and the service users reported they liked the new arrangement where they sit at large tables rather than small ones. Whiteoaks DS0000012334.V324004.R01.S.doc Version 5.2 Page 20 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. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29, 30 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The staff are provided with good training. The recently recruited staff did not have all the necessary checks undertaken prior to employment. EVIDENCE: Of three staff files audited all lacked either up to date protection of vulnerable adults checks, criminal record bureau checks and lacked adequate references. The acting manager has been undertaking the responsibility for recruitment as her mother, the registered manager is preparing to retire. The acting manager explained she thought it was all right to accept the care staff’s old criminal record checks, which were on file and telephone references. She stated she had contacted the CRB who stated this would be fine as they worked under supervision. Through out the inspection the acting manager demonstrated a commitment to providing the highest care to all residents. Her philosophy of care is based on the best outcomes for the residents and it was very obviously she was very disappointed in herself that she had not met the minimum standard for recruitment. Whiteoaks DS0000012334.V324004.R01.S.doc Version 5.2 Page 21 The inspector felt it would therefore be unfair to rate the outcomes for this home based on one standard when the majority have been met or exceeded. The registered persons have also historically provided a very good service having received no requirements for a number of years. The acting manager now appreciates the need for robust checks on staff for the safety and protection of residents in her care and she acted immediately by putting a risk assessment in place. An immediate requirement notice was issued at the time of the inspection to undertake the POVA check and chase the criminal record bureau checks. The residents were unanimous regarding the level of staffing within the home and felt it was appropriate. Care staff also confirmed they felt the home was staffed with the appropriate levels. The inspector had the opportunity to speak with the visiting national vocation qualification assessor. The assessor stated that the management of the home are very supportive to staff undertaking their national vocational qualifications. Staff confirmed they have received training in first aid, manual handling, abuse awareness, health and safety. The home has just introduced the skills for care induction and foundation standards and could now implement the knowledge sets for medication and infection control. Some of the comments seen written in the home comments and suggestions book n the hallway were, • • • “Really nice home, dad is very happy and settled here, great staff, thank you for your kindness.” “A very friendly and relaxed home .My mum could not be happier.” “A home well run by happy positive staff.” Three service users commented on how good the night staff were. One said, • “The chap on nights is really thoughtful. He even brought me a back scratcher because I was struggling to scratch my own back” Whiteoaks DS0000012334.V324004.R01.S.doc Version 5.2 Page 22 Whiteoaks DS0000012334.V324004.R01.S.doc Version 5.2 Page 23 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. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 32, 33, 35, 36, 38 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. The ethos of care in this home is based on ensuring excellent quality of life outcomes for service users and support for their families. The management team are committed to a high standard of care and place valuing people as a priority. This shows through out the policies and practices within the home. EVIDENCE: One care staff worker reported that the good points about the home were the friendliness of it and that it was so homely. “Service users are offered plenty of choices and there are good amounts of staff”. Whiteoaks DS0000012334.V324004.R01.S.doc Version 5.2 Page 24 She also stated that she felt she could go to the management with any problems; they were supportive and provided good training. The registered manager, who is a qualified nurse, is in the home providing support to care workers and dealing more directly with the hands on care of residents. Her daughter who holds two business degrees is now taking over more of the managerial role in preparation for her mother’s retirement. The acting manager has undertaken her NVQ 4,RMA and assessors qualifications. Despite only having four years in the care sector she demonstrates a good philosophy of care and is managing the home to a very high standard. One comment seen was “A very well run home with wonderful, kind, helpful staff.” At the front of the home there is plenty of information for visitors to the home and an area where they can write their comments and suggestions. Some comments made were, “A very bright and cheerful atmosphere, staff very pleasant “Very warm welcome by staff and very comfortable”. “A lovely home, which makes my granddad very happy. Fabulous staff.” The manager does undertake a number of other quality assurance measures and questionnaires given out to residents, staff and others, were seen completed and on file. The staff questionnaires could be made anonymous so that staff are given the opportunity to raise any issues they have as only one staff member felt she wasn’t always listened to. Service users reported they felt safe, that they could manage their own finances if they wished and had been offered locks and cabinets for safe keeping of valuables. They also stated that they felt there was no need to lock their rooms, as they trusted the staff completely. Records and discussions identified that staff receive regular supervision and being a small homework closely alongside the manager who is very hands on n her role. Records indicate all necessary checks are made on the homes equipments and recent visits with recommendations have been undertaken by the Hampshire Fire Authority and the health and safety dept in respect of Food Hygiene regulations, Health and safety at work Regulations 19999,COSHH Regulations 2002 and electricity at work Regulations 1989. Whiteoaks DS0000012334.V324004.R01.S.doc Version 5.2 Page 25 The home has been asked to address issues relating to COSHH, portable appliance testing and some minor areas regarding food hygiene. It was very apparent that the manager and family spend a lot of time in the home. They are at the forefront of the delivery of care and have ensured the standards remain high. Staff therefore works with the manager daily and being a trained nurse she has afforded her professional knowledge when teaching and supporting staff. The relatives are familiar with the management and senior staff and will see them at some point when visiting. This high profile was said to reassure the relatives. Whiteoaks DS0000012334.V324004.R01.S.doc Version 5.2 Page 26 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 4 3 4 4 3 X HEALTH AND PERSONAL CARE Standard No Score 7 3 8 4 9 4 10 4 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 3 14 4 15 4 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 4 4 3 X 3 4 3 4 STAFFING Standard No Score 27 3 28 3 29 2 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 4 3 3 x 3 3 3 3 Whiteoaks DS0000012334.V324004.R01.S.doc Version 5.2 Page 27 Are there any outstanding requirements from the last inspection? no STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations Whiteoaks DS0000012334.V324004.R01.S.doc Version 5.2 Page 28 Commission for Social Care Inspection Hampshire Office 4th Floor Overline House Blechynden Terrace Southampton SO15 1GW National Enquiry Line: 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 © 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 Whiteoaks DS0000012334.V324004.R01.S.doc Version 5.2 Page 29 - 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!