Inspection on 07/09/06 for Willow Court Care Home

This inspection was carried out on 7th September 2006.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is (sorry - unknown). 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

Willow Court Care Home 01/09/08

Similar services:

Byars Care Home

St Marys Nursing Home

Bramble Lodge

Parkmanor Residential Home

Thornham Grove

Hunter`s Lodge

London Road Neurological and Specialist Care Unit

Carlton Care Home

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

CARE HOMES FOR OLDER PEOPLE Willow Court Care Home Croft Lane Cherry Willingham Lincoln Lincs LN3 4JW Lead Inspector Roger Harrison Key Unannounced Inspection 7th September 2006 09:00 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Willow Court Care Home DS0000066045.V308983.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. Willow Court Care Home DS0000066045.V308983.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Willow Court Care Home Address Croft Lane Cherry Willingham Lincoln Lincs LN3 4JW 01522 595391 01522 595954 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) Apta Healthcare (UK) Ltd Mrs Lorian Lucy Walcott Care Home 54 Category(ies) of Dementia - over 65 years of age (20), Old age, registration, with number not falling within any other category (54) of places Willow Court Care Home DS0000066045.V308983.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. APTA Healthcare (UK) Limited is registered to provide personal and nursing care at Willow Court Care Home for service users of both sexes whose primary needs fall within the following categories:Up to 20 service users over the age of 65 years, under the category DE(E) can be accommodated in the home Up to 54 service users over the age of 65 years, under the category OP can be accommodated in the home The maximum number of service users to be accommodated at Willow Court Care Home is 54 28/11/2005 2. Date of last inspection Brief Description of the Service: Willow Court is a purpose-built care home with nursing, providing for 54 service users and owned by APTA Healthcare Ltd. The home is situated in the village of Cherry Willingham, which is two and a half miles from Lincoln. Accommodation for residents is provided in a single storey building in single rooms with 14 ensuite rooms. The home has secure facilities for caring for residents who have dementia. There is a central courtyard and surrounding gardens, which are accessible to residents, and there is car parking space to the front. There are some local facilities in Cherry Willingham and there is a local bus into Lincoln; the home also has access to a minibus for those residents wishing to use these facilities. Charges made by the home on 07/09/06 range from: £394.00 £502.00 p.w. Willow Court Care Home DS0000066045.V308983.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This inspection was undertaken over a six-hour period by the inspector reviewing all the Inspection records and information provided by the Manager about Willow Court, and through undertaking a visit to the home, with the inspector using a method of inspection called “case tracking”. This involved identifying four residents who currently live at the home and tracking the experience of the care and support they have received during the time they have lived at Willow Court. The inspection visit was also used by the inspector to talk to the manager, look at information on care plans and files, and to talk to residents and care staff while observing day-to-day care practice within the home. What the service does well: What has improved since the last inspection? What they could do better: The manager should maintain a review of the numbers of care staff to service users to ensure the staffing numbers available are appropriate to meet the assessed needs of all residents. The manager should make sure that all newly recruited staff provide two written references before starting to work. Staff supervision needs to be undertaken by the manager on a regular, structured basis with records maintained. Willow Court Care Home DS0000066045.V308983.R01.S.doc Version 5.2 Page 6 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. Willow Court Care Home DS0000066045.V308983.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Willow Court Care Home DS0000066045.V308983.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 3. [Standard 6 N/A] Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents’ needs are assessed by the Manager and senior staff before moving into the home, which helps to ensure that their needs can be met. EVIDENCE: Information provided before the Inspection visit to the home shows that the Manager has produced a statement of purpose and a service users’ guide alongside terms and conditions, which residents said are provided on admission to the home. Residents sent written comments to the inspector saying that they had received enough information about the home before moving in, which helped them to decide it was the right place for them. The manager has a brochure about the home which one family carer said was “forwarded immediately on request, I was able to discuss my mothers needs fully with the manager”. Willow Court Care Home DS0000066045.V308983.R01.S.doc Version 5.2 Page 9 The registered manager confirmed that she arranges, and carries out assessments with all new residents prior to them moving into the home. Risk assessments are also completed, which are reviewed regularly and all residents are offered a three-month trial visit. During this process new residents and their families are encouraged to look around the before they decide to move into the home. One resident said “I received good information and the manager agreed to a full period of respite care before I actually moved in as a full time resident”. Care files contained information gathered at the time of new assessments, which are used by staff to support new residents so that they are able to make a choice about moving to the home with support. Willow Court does not provide an intermediate care service. Willow Court Care Home DS0000066045.V308983.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 7,8,9 and 10. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Comprehensive care and nursing plans are provided for residents ensuring that residents’ health and personal needs are met. Systems are in place to ensure the safe storage, recording and administration of medications. EVIDENCE: Residents and family carers said they know about information contained in their care plans, which included all physical, medical, nursing and social needs. The manager provided information about life story work which is being planned in order to develop each care plan so that it gives more information about the interests and needs of residents so that these can be fully met. Care staff said that they use care plans to support each resident in the way they wished and residents said they felt supported and respected by the staff team. One resident and family carer commented that “All the staff are so kind, polite and cheeful. They are always anxious to support my family as well”. Willow Court Care Home DS0000066045.V308983.R01.S.doc Version 5.2 Page 11 Care plans showed that reviews are carried out regularly and involve support from specialist health professionals whenever they are needed. One resident commented that “They do reviews in the right way for me”. Qualified nurses give medication to nursing residents, and senior care assistants, who have received medication training, support residents with their medicine needs. Controlled medicines are stored securely in the nurse station of the home. All other medicines are stored in locked wall-mounted cabinets in each resident’s room. Medicine records are available in resident’s rooms, which residents said were a good idea and one resident said, “It helps me understand my medication better”. Willow Court Care Home DS0000066045.V308983.R01.S.doc Version 5.2 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14 and 15. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents are supported by staff to take part in a range of activities, maintain control over their lives and receive a balanced and varied diet which is provided in the way residents wish. EVIDENCE: The home has two activities organisers who plan and run a range of activities for residents. Residents said they liked the activities offered and were observed enjoying painting, while other residents were listening to music, playing board games and some were playing scrabble or looking through photographs. One resident said, “We have a really good activities organiser, I could do painting every day”, another resident said, “I like the quizzes they have here, they are very good” There are a range of activities provided in the morning and afternoon. These also include support for residents who wish to follow their religious beliefs. When the weather is good, outings and trips out are planned when relatives are also invited. The home produces a monthly newsletter, which advertises Willow Court Care Home DS0000066045.V308983.R01.S.doc Version 5.2 Page 13 forth-coming events, and a wall display showing a full range of useful information about activities is on show in the reception area. The activities organiser said she is using information provided by residents about the activities that they like to take part in to further develop the programme in place so that it is central to the homes overall activity. Menus at the home are produced through the use of care plans which show each residents likes and dislikes. The manager has recently carried out a resident survey, and feedback has been used to begin improving meals in a way, which residents said they would like. One resident said “Menus are being revised in consultation with the residents since the new owners took over”. Menus available in the home show meal alternatives for each day and menu plans show a wide variety of meals are provided. Residents said the food at the home is very good. Residents were observed taking breakfast lunch in communal areas and in their own rooms as they said they wished. Willow Court Care Home DS0000066045.V308983.R01.S.doc Version 5.2 Page 14 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The Manager and care team take complaints seriously and wherever possible involves residents and carers in resolving issues as soon as they arise. The Care team know how to act in order to protect residents from abuse. EVIDENCE: Information provided by the Manager before the Inspection visit showed that their is a complaints policy and procedure in place which is on display in the home and reviewed regularly. The Manager confirmed during the Inspection visit that there has been two concerns raised with the Manager during the last year which were about general care issues. A record has been kept of the concerns raised, and the Manager said the issues raised had been resolved. Staff members confirmed that any concerns are directed to the Manager and that they are clear about their responsibilities in relation to protecting all residents from abuse of any kind. All staff felt they had sufficient training to enable them to respond to residents in a way which encouraged good two way communication and residents said they felt happy to raise any complaints direct with the Manager or staff team. One resident said “I feel I can trust the staff here and if Im not happy about anything I either tell them or the manager about it and they see what they can do to help me”. Willow Court Care Home DS0000066045.V308983.R01.S.doc Version 5.2 Page 15 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 19 and 26. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents live in a comfortable, safe, clean and well maintained home. EVIDENCE: During the last year the home has been extended and has been improved to accommodate fourteen extra residents. The manager has a statement of purpose and service users’ guide, which the manager has been updated to include the new services and facilities. The garden areas of the home have been fenced and parts of the garden area are being landscaped and adapted for resident’s full use. The home is clean and well maintained throughout, and the manager employs a maintenance person, which residents and staff said helps to make sure any improvement work needed is completed quickly. Fire bells are checked on a weekly basis and a fire drill is carried out regularly. Residents said that their rooms are personalised in the way each wished and all residents have the opportunity to have a telephone in their rooms. Two Willow Court Care Home DS0000066045.V308983.R01.S.doc Version 5.2 Page 16 residents said they found this really useful. Residents said they felt the home was always clean and one resident said, “Rooms are cleaned every day including Sundays and Bank Holidays and domestic staff pay attention to personal affects and requirements” Records provided by the manager confirmed that staff members have received training on infection control, and systems are in place to manage infection control through good hand washing, colour coded equipment and the provision of plastic aprons and gloves. Willow Court Care Home DS0000066045.V308983.R01.S.doc Version 5.2 Page 17 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 27,28,29 and 30. Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. There are currently sufficient numbers of care staff available at the home with appropriate training and skills to meet the needs of residents safely. The manager should make sure that all newly recruited staff provide two written references before starting to work. EVIDENCE: Residents said that they felt they receive good support from staff and that they felt safe when receiving care and support. The training plan provided by the manager showed that staff had been given regular training, which included training in the understanding of dementia. The manager encourages staff members to develop skills through NVQ qualifications and staff members said they felt they had the chance to go on training courses to help them to support residents in the right way. Comment cards provided by residents before the Inspection visit said that residents felt there are usually enough staff available to meet their needs. One resident said, “I get good support at all times, especially at night”. Two residents said “The staff always come when you call them but sometimes it takes a while because there are not enough staff and they are so busy”. During the Inspection visit the Manager confirmed that the she uses staff rotas to make sure there are sufficient staff levels in place to meet the needs of residents, but did recognise that some residents feel there are sometimes not Willow Court Care Home DS0000066045.V308983.R01.S.doc Version 5.2 Page 18 enough staff available to provide quick responses to all calls for support. The Manager said she will use this feedback to continue monitor staff levels and to keep staffing under review with the new home-owners. Information available showed that the manager carries out proper checks before any new staff member starts work at the home. However, when looking at staff records only one reference was available on two files. During the inspection the manager took immediate action to make sure references were obtained for all staff and recognised that two written references need to be in place before any new staff member starts working for the organisation. Willow Court Care Home DS0000066045.V308983.R01.S.doc Version 5.2 Page 19 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 31,33,35,36 and 38. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Resident’s views are listened to, and acted upon by the manager. Systems are in place to protect the health and safety of residents. Staff supervision needs to be undertaken on a regular, structured basis with records maintained. EVIDENCE: The Manager was registered with the Commission in August 2006. Residents said that they felt well cared for, liked living in the home and felt that staff treated them well. Comments made by residents included “The manager is good and I think she cares a lot about us” and “I know how my needs are met and I feel I trust the manager”. Willow Court Care Home DS0000066045.V308983.R01.S.doc Version 5.2 Page 20 The manager said that she carries out supervision with the staff team but that this is not recorded on a regular basis. A new system for supervision is to be introduced by the manager to make sure all staff members receive supervision and that a record of the meeting is kept on staff files. The manager also said she would be holding more regular team meetings in the future to enable staff to discuss any ideas for further improving the service. The manager said that a residents meeting is held regularly and an action plan is completed after each one to ensure that any comments or changes they would like are acted upon. The Manager provided details before the Inspection visit to confirm that all residents are encouraged to manage their own finances wherever possible. When support is needed residents’ monies are kept securely with all transactions being recorded and receipts retained. A sample checked was found to be correct. Residents said they felt the Manager offered a good service and staff members said the Manager is respected and family carers felt the home is managed well with residents best interests at the centre of its philosophy. The Manager said she regards residents and carers comments and contributions to the development of services as important and said she would be taking further action to encourage views to be expressed through the use of a regular questionairre. Willow Court Care Home DS0000066045.V308983.R01.S.doc Version 5.2 Page 21 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X X X 3 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 3 X 3 X 3 2 X 3 Willow Court Care Home DS0000066045.V308983.R01.S.doc Version 5.2 Page 22 NO. Are there any outstanding requirements from the last inspection? STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 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. 1. Refer to Standard OP27 Good Practice Recommendations It is recommended that the Manager regularly reviews the ratio of care staff to service users to ensure the staffing numbers available are appropriate to meet the assessed needs of all residents. It is strongly recommended that formal documented supervision sessions takes place for all care staff six times a year. 2. OP36 Willow Court Care Home DS0000066045.V308983.R01.S.doc Version 5.2 Page 23 Commission for Social Care Inspection Lincoln Area Office Unity House, The Point Weaver Road Off Whisby Road Lincoln LN6 3QN 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 Willow Court Care Home DS0000066045.V308983.R01.S.doc Version 5.2 Page 24 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. 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!