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Inspection on 28/10/08 for Windsor Court Residential Home

Also see our care home review for Windsor Court Residential Home for more information

This inspection was carried out on 28th October 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.

What follows are excerpts from this inspection report. For more information read the full report on the next tab.

What the care home does well

Windsor Court achieves good or excellent outcomes for people who use the service in all key areas covered by the National Minimum Standards. In particular, health and personal care, environment, management and administration are all rated as being excellent. Typical comments received from people who use the service and/or their relatives included: "I received enough information about this home before I moved in so I could decide if it was the right place for me." "The staff are first class, and always friendly, helpful and welcoming." "I always receive the care and support I need." "I always receive the medical support I need." "My mam has just passed away aged 99 years. She had love and care all the time she was in the home (2002 - 2008)." "The home is excellent with medication and with arranging hospital visits etc." "The staff at Windsor Court are a dedicated team whose main concerns are for the residents and families." "There are usually activities arranged by the home that I can take part in." "The Xmas Party for residents and their families is always a delight." "The home is always fresh and clean." "Windsor Court is the cleanest I have visited; it`s spotless." "Nice, clean and pleasant environment." "The staff listen and act on what I say." "The staff are always available when I need them." "My mam spent 6 happy years in Windsor Court; I say again, she had love and care in Windsor Court." "Mam was dying for 9 days and staff were in and out all the time. They gave her love and care." "The staff are first class, and always friendly, helpful and welcoming." "Yvonne MacDonald (Home Manager) is very approachable."

What has improved since the last inspection?

Windsor Court has added a new dining area extension to the dementia care unit and has installed new floor covering and furniture in most bedrooms throughout the home. The range and frequency of audits of systems and processes has been increased to improve the self-monitoring carried out by the home. Care plans have improved by becoming more detailed and explicit, and incorporating a `Quick Guide Profile` or summary of care needs and actions required to support people who use the service. Staff training and development has improved, especially in the field of dementia care, and there are some very good links with local hospitals and Primary Care Trust.

What the care home could do better:

Windsor Court is committed to continuous improvement and is keen to consolidate and develop the good practice already established. It welcomes suggestions and ideas for further improvement.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Windsor Court Residential Home 44 - 50 Windsor Road Oxbridge Stockton-on-Tees TS18 4DZ     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: Stephen Ellis     Date: 2 8 1 0 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. that people have said are important to them: They reflect the things 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 26 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) 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 26 Information about the care home Name of care home: Address: Windsor Court Residential Home 44 - 50 Windsor Road Oxbridge Stockton-on-Tees TS18 4DZ 01642618276 F/P01642618276 yaqubmughal@hotmail.com Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Oxbridge Care Limited Name of registered manager (if applicable) Mrs Yvonne Macdonald Type of registration: Number of places registered: Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category physical disability Additional conditions: The maximum number of users who can be accommodated is 31 The registered person may provide the following category of service only Care home only - Code PC To service users of the followin gender - Both Whos primary care needs on admission to the home are within the following categories: Old age not falling within any other cateogory - Code OP, maximum number of places 31 Dementia - Code DE maximum number of places, 31 Physical disability - Code PD, maximum number of places, 1 Date of last inspection Brief description of the care home Windsor Court is registered to provide personal care to a maximum number of thirtyone older people, with or without dementia, plus a maximum of one person with physical disability. The total number of people who may be accommodated at any one Care Homes for Older People Page 4 of 26 care home 32 Over 65 0 31 0 31 0 1 Brief description of the care home time is thirty-two. The home is divided into two separate units. The ground floor of the home accommodates a maximum number of eleven older people with dementia. This specialist unit has a communal lounge, a separate dining room and communal toilet/bathing facilities; all bedrooms are single in nature. There is also a unit that can accommodate twenty older people, plus one person with physical disability. This unit has two lounge areas, one designated for those residents who wish to smoke, a separate dining room and toilet facilities on the ground floor of the home; however, bedrooms and bathing facilities are on the first floor. All bedrooms are single in nature. The home is situated in a quiet residential road in the Oxbridge area of Stockton on Tees, and is close to shops, park and other local amenities. All bedrooms in the home environment exceed the size requirements of National Minimum Standards, with five having en-suite facilities, comprising a toilet and hand washbasin. To the rear of the home there is an enclosed garden area and parking facilities for staff and visitors. The weekly fee varies between 381 and 400 pounds, although the actual amount people pay depends on their individual circumstances. Care Homes for Older People Page 5 of 26 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 key unannounced inspection was carried out on 28th October 2008 over 5 hours. The last key inspection of this service was on 30th October 2006. The current key inspection was informed by the homes self assesment of its performance, called an Annual Quality Assurance Assessment (AQAA) completed on 4th September 2008. Also, written comments about the service were received from 8 people who use the service and 8 members of staff. Comments were also received during the inspection from 5 people who use the service plus 4 members of staff, including the manager and responsible individual for the registered provider. At the time of the inspection, there were thirty people who use the service living at Windsor Court. The inspection involved a tour of the building, discussions with people who use the service and staff, plus examination of key documents including samples of care plans, staff records, Care Homes for Older People Page 6 of 26 maintenance records, medication records, menus and staff training programmes. The weekly fees charged by the service vary between 381 and 400 pounds, although the actual amount people pay depends on their individual circumstances. 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 26 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 26 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who are thinking about admission to the home receive full information about the service, so that they can make an informed choice. They always have their needs fully assessed before admission, so that the home can decide whether it can meet their needs and devise a plan of care to help them. Evidence: Detailed, comprehensive assessments of need are carried out before people are admitted to Windsor Court, as evidenced in the plans of care of 3 people who currently use the service and in comments received from 8 people who use the service. Senior staff will visit people in their own home or hospital setting and carry out a full assessment of health and personal care needs. Usually, detailed, written information about the prospective applicants needs and circumstances is provided by the Local Authoritys Adult Social Services Departments Commissioning Team of Social Workers. Full information is given by Windsor Court to the person who is considering admission, Care Homes for Older People Page 10 of 26 Evidence: in the form of a very helpful Service Users Guide, plus brochure and leaflets. Windsor Court always encourages people to visit the home as often as they would like before making a decision. Staff members provide other information and answers to any queries, so that people who are thinking about admission for a trial stay and beyond, have all the information they need to make an informed choice. Typical comments received from people who are currently using the service, or their relatives, included: I received enough information about this home before I moved in so I could decide if it was the right place for me. The staff are first class, and always friendly, helpful and welcoming. Intermediate care, for the purpose of intensive rehabilitation of people back to their homes, is not provided by the service. Care Homes for Older People Page 11 of 26 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 needs of people who use the service are very well met. The principles of respect, dignity and privacy are put into practice and there is an impressive, caring ethos permeating the home. Evidence: The plans of care of 4 people who use the service were examined and found to be excellent. They were well organised and impressively detailed and informative. The contents included a photograph of the person, a quick guide profile, a care profile, medical history and current medication, past life history, all the activities of daily living and the associated care needs and interventions required, moving and handling assessments, risk assessments, nutrition charts, fluid intake and output charts where appropriate, medical visits, community nurse visits, hospital visits, diary appointments, weight record, Braden Scale pressure sore risk assessment, dental treatment, optician visits, monthly reviews, monthly evaluations and goals, personal issues concerning death and dying, personal belongings, behavioural record, terms and conditions of residence, Social Worker reviews and care plans. There was also an excellent example Care Homes for Older People Page 12 of 26 Evidence: of a life story book that had been compiled, entitled The history of my life. Such detailed, personal information enabled Windsor Court to care very effectively for people who use the service. Typical comments received from 10 people who use the service and/or their relatives included: I always receive the care and support I need. I always receive the medical support I need. My mam has just passed away aged 99 years. She had love and care all the time she was in the home (2002 - 2008). The home is excellent with medication and with arranging hospital visits etc. The staff at Windsor Court are a dedicated team whose main concerns are for the residents and families. The high standard of personal care and health care was also evidenced in the provision of airflow mattresses and pressure pads on floors where appropriate, and in the excellent standard of cleanliness and personalisation in the bedrooms of people who use the service. Photographs of the people using the service were found on their bedroom doors and the names of their key workers were also prominently displayed. It might be helpful to show a laminated photograph of the key worker in the bedroom and this is recommended. A truly impressive standard had been achieved, which served to reinforce the caring ethos of the home and the value placed on the inherent dignity, rights and privacy of the individual person using the service. Medication arrangements were thorough and followed strict protocols concerning the receipt, storage, administration and disposal of medicines. The medication room was clean and well organised. A monitored dosage system was used and only members of staff who were trained in the safe handling of medicines were authorised to administer medicines. The medication records of 3 people who use the service were examined and confirmed safe, reliable practice and record keeping. Self-medication is permitted, but most people who use the service prefer to delegate the responsibility for the administration of their medicines to staff members. Comments received from 10 members of staff reinforced the view of an excellent caring ethos, with very good training and support of staff. Typical comments included: We are always kept up to date with our training. We have a good working team and the residents welfare and care needs are of the utmost importance. Care Homes for Older People Page 13 of 26 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 choose their lifestyle and social activities, as well as keep in contact with family and friends. Social, cultural and recreational activities meet peoples expectations. People who use the service receive a satisfying, healthy, varied diet according to their assessed requirements and choice. Evidence: Ten people who use the service and/or their relatives said social contact and activities were supported and facilitated by Windsor Court. One member of staff takes responsibility for coordinating a programme of activities. Typical comments from people who use the service included: There are usually activities arranged by the home that I can take part in. Such activities included monthly social evenings, such as pie and peas suppers, with quizzes and sing-a-longs, to which people who use the service and their relatives and friends were invited, and were popular and wellattended. Other activities included recall and reminiscence, using reminiscence boxes of objects from the past of interest to people, board games, craft work and art work, seasonal events plus occasional outings. People who use the service were looking forward to a Christmas meal out at a local venue in December. They said that they could pursue individual interests and activities as they wished. There is a smoking Care Homes for Older People Page 14 of 26 Evidence: room for people who wish to smoke. The dementia care unit has had a dining area extension with tables, chairs and cushion flooring, to provide more opportunities for people with dementia to engage in rewarding social and recreational activities, including mealtimes, drawing, colouring and reminiscence. The home has a tombola corner, with photos of people who use the service and staff. People who use the service are supported to exercise choice in daily life, such as when to get up and retire to bed, what to wear, what to eat and where to dine, and what to do. Visitors are always made welcome and there are good links with the local community. As one relative said: The Xmas Party for residents and their families is always a delight. People who use the service said they liked the meals in the home and the choice of menu. Their preferences and needs for special diets were well catered for. Usually, three cooked meals are supplied each day, with alternatives readily available, as confirmed by menus and staff, including the Chef in charge. The service was awarded 4 stars, out of a maximum of 5 stars, for food hygiene by Tees Valley Environmental Health on 14 th May 2008. Dining areas were observed to be comfortably furnished and attractively decorated, with a peaceful ambience. The kitchen was clean and well equipped. Care Homes for Older People Page 15 of 26 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 have access to a robust, effective complaints procedure and are protected from abuse. Evidence: All 10 people who use the service and made comments said they knew who to speak to if they were unhappy and they knew how to make a complaint. They also said that the manager and staff were very approachable and easy to talk with about any concerns. A written complaints procedure is provided in the homes service users guide and statement of purpose. The home invites comments and suggestions, plus complaints, which it records along with any necessary action taken to investigate and address issues. All staff members are aware of the need to safeguard adults from abuse or neglect and all have undergone appropriate training, such as No Secrets courses. Staff members demonstrated good awareness of the homes whistle blowing policy and the requirement to speak out about any suspected abuse or neglect. All staff members undergo enhanced Criminal Record Bureau (CRB) checks and Protection of Vulnerable Adults (POVA) checks, as required by law. Also, two references are obtained in respect of each new employee, with special attention given to the last employment. This is to ensure that unsuitable people are not employed to care for vulnerable adults. Ten staff members confirmed that they had undergone comprehensive induction and foundation training, so that they have the right knowledge and skills to do their jobs competently. Records examined in 3 personnel Care Homes for Older People Page 16 of 26 Evidence: files supported these conclusions. Care Homes for Older People Page 17 of 26 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The physical design and layout of the home enables people who use the service to live in a safe, well-maintained and comfortable environment, which promotes dignity and encourages independence. Evidence: Maintenance records confirmed that Windsor Court is well maintained, with servicing and repairs carried out according to schedule and in a timely manner. This home was found to be exceptionally clean and well presented. A programme of refurbisment and redecoration has been implemented with, for example, most bedrooms having had new furniture and floor covering since the last inspection. Also, a new and attractive dining room extension has been added to the dementia care unit, with non-slip cushion flooring. The bedrooms are all spacious singles and well equipped (for example, pressure pads on floors and air flow mattresses where required), attractively furnished, plus new blinds in some rooms. All bedrooms have been personalised by their occupants with support from their families and staff, including ornaments, photographs and some furniture, creating highly impressive personal accommodation that reinforces the dignity and individuality of each person who uses the service. The names and photographs of people who use the service were placed on their bedroom doors and the name of their individual key worker was on their bedroom wall. A light and airy atmosphere was evident throughout the home, with attractive pictures found Care Homes for Older People Page 18 of 26 Evidence: on corridor walls. Typical comments from people who use the service or their relatives included: The home is always fresh and clean. Windsor Court is the cleanest I have visited; its spotless. Nice, clean and pleasant environment. All staff members undergo training in health and safety, fire safety, fire drills, food hygiene and infection control. The registered provider supports staff training in these important areas by an on-going programme, including refresher training. Care Homes for Older People Page 19 of 26 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Members of staff in the home are carefully selected, trained, skilled and in sufficient numbers to fulfil the aims of the home and meet the changing needs of people who use the service. Evidence: Staffing levels, skill mix and deployment were found to be appropriate for the care needs of the people who use the service. On the day of inspection there were 30 people in residence: one older person with physical disability, 12 older people with dementia and 17 older people with general care needs. A total of 30 people were being accommodated, but that was expected to increase to the homes maximum of 31 by the end of the week. The home has a dedicated, semi-independent dementia care unit (10 beds). The typical pattern of staff deployment is 5 care staff from 07:30 to 14:30, 4 care staff from 14:30 to 21:00, and 3 care staff from 21:00 to 07:30 (one of whom will be on-call on the premises between midnight and 06:00). Each shift has a senior carer on duty. In addition, the registered manager works full time and is supernumerary, although she normally works one day per week providing direct care to people who use the service and observing care practice. An administrator provides support one or two days per week. Catering and domestic staff members are deployed in sufficient number for the needs of the home. Staffing levels are increased in accordance with dependency needs. For example, an additional carer will be rostered Care Homes for Older People Page 20 of 26 Evidence: for the late shift from the end of the week when the new admission is expected. Comments received from 10 people who use the service and/or their relatives, plus 10 members of staff, were all positive and complimentary about the staffing levels, skills and attentiveness of staff, and the caring ethos within Windsor Court. Typical comments included: The staff at Windsor Court are a dedicated team whose main concerns are for the residents and families. The staff listen and act on what I say. The staff are always available when I need them. My mam spent 6 happy years in Windsor Court; I say again, she had love and care in Windsor Court. We are a very supportive team here. The interests and values of the residents are important to us. Our manager is very highly respected by every member of staff. The staff records of 3 people and comments received from 10 staff members confirmed that each member of staff undergoes comprehensive induction and foundation training, plus refresher and specialist training as required. The majority of staff members have achieved National Vocational Qualifications (NVQ) in care at level 2 or above. Staff members are supported and encouraged by the home to do NVQ and other relevant courses, including Dementia Care which is accredited with Further Education colleges (70 of care staff have completed a 12 week course), Moving and Handling, First Aid, Food Hygiene, Fire Safety, Protection of Vulnerable Adults, Safe Handling of Medicines and Infection Control. The manager carries out regular training needs assessments and discusses with each member of staff their needs for professional development and qualifications. Typical comments received from staff included: We are always up to date with our training. Our manager involves us in anything she thinks is relevant. My manager ensures that all staff are given the training they require. An examination of 3 staff files confirmed staff comments that the home has a robust staff recruitment procedure. An enhanced Criminal Record Bureau (CRB) check and Protection of Vulnerable Adults (POVA) check is carried out on all prospective members of staff before they start employment at the home, and 2 references are obtained. They are carefully interviewed and any gaps in employment are explored. These procedures ensure that only suitable individuals are recruited and appointed to care for vulnerable adults. Care Homes for Older People Page 21 of 26 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The management and administration of the home is based on openness and respect, is focused on the welfare and safety of people who use the service, supports staff very well through training and supervision to deliver consistently good service, and has effective quality assurance systems to reinforce and develop good practice. Evidence: The registered manager is well qualified and experienced. She has, for example, achieved the Registered Managers Award at National Vocational Qualification (NVQ) level 4, undergone Palliative Care training at level 3 and completed Dementia Care training accredited with the Further Education awarding body. She is highly respected for her leadership and management skills, especially with regard to the caring ethos created at Windsor Court, by both people who use the service, their representatives and staff. Typical, illustrative comments received from people who use the service and/or their relatives included: Mam was dying for 9 days and staff were in and out all the time. They gave her love and care. The staff are first class, and always Care Homes for Older People Page 22 of 26 Evidence: friendly, helpful and welcoming. Yvonne MacDonald (Home Manager) is very approachable. The staff at Windsor Court are a dedicated team whose main concerns are for the residents and families. Typical staff comments included: We are a very supportive team here. The interests and values of the residents are important to us. Our manager is very highly respected by every member of staff. I love working here. There is very good teamwork. We put the clients first and deliver a good service. Yvonne is lovely to work with and gives very good support. The manager described care for older people, especially older people with dementia, as her passion. The service has developed strong links with local hospitals and the Primary Care Trust (PCT) and has been working with them to develop expertise in caring for people with dementia and in pain management. The service is well organised and carries out regular audits of key functions, such as maintenance and servicing of equipment and facilities, medicines, financial records of the personal monies of people who use the service where the home is involved in looking after personal allowances etc., staff training and development, plus health and safety checks. Good accounting procedures are followed, with receipts and signatures being obtained for all financial transactions involving the personal monies of people who use the service, in which the home is involved, wherever practicable (for example, hairdressing). Relatives look after the monies of some people who use the service and the Local Authority Estates team may be involved with others. Clear, individual records are maintained by the home where it is involved in helping people look after their personal monies. Comments received from staff and management confirmed that there are clear health and safety policies and procedures that promote the health, safety and welfare of people who use the service and staff. All staff members do refresher training in health and safety, such as moving and handling and fire safety. This helps reinforce the registered providers written policies on Health and Safety. Written risk assessments are completed where appropriate, concerning issues such as moving and handling, and the use of bedrails, to guide staff in safe practice. Health and Safety issues are routinely discussed at monthly staff meetings and in bimonthly staff supervision sessions. Staff said they were well supervised and supported in their work, as confirmed in records of staff supervision and appraisal. The manager works one day a week in direct care, with staff, to observe and develop care practice. The manager routinely invites comments and suggestions from people who use the service, their relatives and visitors, plus external, professional staff involved in the care of people who use the service, so that improvements can be implemented wherever possible. This quality assurance process includes the use of written surveys and audit reports. The registered provider is closely involved in the day to day running of the home and works well with the registered manager. Care Homes for Older People Page 23 of 26 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 24 of 26 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 1 8 It might be helpful to display a laminated photograph of peoples key worker in their bedrooms, in addition to the name of the key worker which is already displayed. Care Homes for Older People Page 25 of 26 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 © (2009) 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 26 of 26 - 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!