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Inspection on 18/04/07 for Wisden Court

Also see our care home review for Wisden Court for more information

This inspection was carried out on 18th April 2007.

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

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

There is a friendly atmosphere in Wisden Court and staff were seen to respond in a patient and supportive manner when assisting the residents. "The staff look after us really well." and "I am very satisfied with the way that my mother is cared for in Wisden Court" are just two of the favourable comments. The communal areas have flowers, pictures and ornaments around which creates a domestic setting for the residents. There is an open approach between the staff and professionals who provide additional support for the residents.

What has improved since the last inspection?

There has been an improvement to some of the furnishings and decoration since the last inspection and chairs, curtains and carpets have been replaced. The manager is undergoing in-depth training in person centred dementia care and is introducing picture menus and planning a sensory garden for the residents to enjoy. Recruitment procedures are more robust and are also routinely monitored by the organisation`s Operations Manager. Hand washing facilities for staff have been increased with liquid soap and paper hand-towels available to reduce the risk of cross infection.

What the care home could do better:

On both days of the inspection, several rooms were identified where repairs or redecoration was required. A more thorough, regular audit of all areas and a budget to respond quickly to effect repairs would ensure the residents lived in a home which respected their dignity and gave value for money.

CARE HOMES FOR OLDER PEOPLE Wisden Court Wisden Road Stevenage Hertfordshire SG1 5JD Lead Inspector Patricia Rogan (Fieldwork Inspector) Unannounced Inspection 11th & 18th April 2007 11:00 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 Wisden Court DS0000019625.V335886.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. Wisden Court DS0000019625.V335886.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Wisden Court Address Wisden Road Stevenage Hertfordshire SG1 5JD 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) 01438 354933 01438 369199 wisden.court@runwoodhomes.co.uk www.runwoodhomecare.com Runwood Homes Plc Festus Awogboro Care Home 45 Category(ies) of Dementia - over 65 years of age (45), Old age, registration, with number not falling within any other category (45), of places Physical disability over 65 years of age (45) Wisden Court DS0000019625.V335886.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. This home may accommodate 45 people with old age or dementia (associated with old age) or physical disability (associated with old age). 22nd May 2006 Date of last inspection Brief Description of the Service: Wisden Court is a purpose-built single storey building on a large site about a mile and a half from Stevenage town centre. The home is owned and operated by Runwood Homes PLC. The building is divided into five residential units and a day centre. One unit accommodates service users with dementia and the remaining four accommodate elderly people, some of whom may have physical disabilities. There are 36 long-stay and 9 short-stay single bedrooms with en suite facilities. One unit is used to accommodate service users for short stays or respite care. Each unit is self-contained, with its own lounge and dining room. There is also a central activities area that is used for communal entertainment. Ancillary rooms comprise a kitchen, laundry room, and storage areas. Externally, there are three enclosed courtyard gardens with garden furniture and surrounding grounds. The inspection report and the Service User Guide is available on request from the manager and a copy of each is displayed in the home. The current fees for the service provided at Wisden Court range from £575 - £700 per week subject to an assessment of care needs. Fees for additional services such as chiropody and hairdressing are set out in the individual service user contract. Wisden Court DS0000019625.V335886.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. One inspector was present for this unannounced inspection of all the key National Minimum standards. Information in this report is based on a review of information received by the Commission since the last inspection and during two visits to the service. Time was spent meeting in private with service users and their representatives in order to ascertain their views about the care provided in Wisden Court. Members of staff and health and social care professionals were also asked for their views during face to face discussions and via telephone and postal questionnaires. Some of the policies and procedures and case files were inspected to ensure they were relevant and up to date. Observations of the daily activities and a tour of the premises took place during a second visit to the home. Many of the people who live in Wisden Court said they preferred to be referred to as residents and not as service users. Therefore, in this report, the term residents will be used when referring to the people who use this service. This was generally a positive inspection and the outcome for the residents is good. What the service does well: What has improved since the last inspection? There has been an improvement to some of the furnishings and decoration since the last inspection and chairs, curtains and carpets have been replaced. The manager is undergoing in-depth training in person centred dementia care and is introducing picture menus and planning a sensory garden for the residents to enjoy. Recruitment procedures are more robust and are also routinely monitored by the organisations Operations Manager. Wisden Court DS0000019625.V335886.R01.S.doc Version 5.2 Page 6 Hand washing facilities for staff have been increased with liquid soap and paper hand-towels available to reduce the risk of cross infection. 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. Wisden Court DS0000019625.V335886.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 Wisden Court DS0000019625.V335886.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. JUDGEMENT – we looked at outcomes for the following standard(s): 3 (Standard 6 is not relevant to this service) Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Prospective residents have an assessment prior to moving into the home and the views of the residents are recorded in the assessment. They are given a Service User Guide and copies are available in the home. EVIDENCE: An inspection of the files of the most recent admissions to the home showed that an initial assessment had taken place and the opinion of the prospective resident had been taken into account. The residents said they were invited to have a look round the home and that this offered an opportunity to discuss what support would be provided. Three family members said they were involved in the assessment process and also were encouraged to view the home and this helped them to make the decision that Wisden Court would be suitable. Wisden Court DS0000019625.V335886.R01.S.doc Version 5.2 Page 9 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. 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. Residents are treated with respect and the quality of care is good. Access to health and social care professionals is prompt and appropriately recorded. EVIDENCE: Discussions with residents and their families showed there was satisfaction with the way they were involved in care planning. Care plans were up to date and signed. The risk assessments were also up to date and identified how any assessed risk could be minimised. Residents comments included, Im treated with kindness and respect and They always knock before coming into my room. and an observation of the interaction between residents and staff supported this. Residents have ready access to health and social care professionals. Medication administration is audited and in one isolated case, there was an error and this was properly recorded and promptly addressed. Wisden Court DS0000019625.V335886.R01.S.doc Version 5.2 Page 10 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 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 encouraged to participate in activities. Visitors are welcomed and relatives meetings are well attended. The menu is varied, nutritional and seasonal with snacks and drinks available. EVIDENCE: Residents confirmed that they have the opportunity to join in with several activities during the week and they are supported by an activities organiser. Some residents said they would like to be able to do more in the later afternoon and early evenings and the manager is addressing this. Several visitors said they were involved with taking residents out and helping to arrange parties. One relative said Staff work hard here and yet they never make me feel Im in the way, so I still feel involved with my mothers life. Residents enjoy the meals and have a choice. For those with communication problems, the manager is preparing picture menus. The kitchen and staff were awarded five stars for the high standard of food safety management and cleanliness of the premises following an inspection by the local authority. Wisden Court DS0000019625.V335886.R01.S.doc Version 5.2 Page 11 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 and 18. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. All issues which are raised are taken seriously and responded to appropriately. Staff have training in the Protection of Vulnerable Adults and understand the what action should be taken to ensure residents are safeguarded. EVIDENCE: A record is kept of any complaints or issues which arise and the response to these is noted. One fairly new resident said he had mentioned to a member of staff about something which worried him. He had not regarded it as a complaint but the manager came and chatted with him, saying, the matter was quickly resolved without any fuss. All staff have training in Adult Protection and they are given opportunities to discuss concerns at supervision. All said they would speak to the manager or a senior member of staff if they were concerned. Wisden Court DS0000019625.V335886.R01.S.doc Version 5.2 Page 12 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 and 26 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. There have been improvements since the last inspection but some repairs are not promptly carried out and this detracts from the work which has been done to improve the appearance of the home. A sensory garden is planned for this year. Liquid soap and paper hand-towels are now available in all areas. The home was clean and hygienic throughout. EVIDENCE: Chairs, carpets and curtains have been replaced and this has brightened the communal areas which are pleasant and homely. The maintenance person has a full work load and also the organisation has a maintenance team to cover all the homes for larger projects. However, during the inspection, wall paper was hanging away from the wall in one bedroom, tiles were loose in another and there were other examples of where a more thorough, regular audit and sufficient resources would ensure repairs were carried out promptly. Wisden Court DS0000019625.V335886.R01.S.doc Version 5.2 Page 13 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 and 30. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Staff levels are adequate. The manager is auditing this. Staff are experienced and training is ongoing. Recruitment is robust and checked by the organisations Operations Manager. EVIDENCE: During the day, there appeared to be sufficient staff on duty to assist residents with meals and activities. There has been a staff increase but in the evenings, when staff were helping residents prepare for bed, some residents, including residents with dementia, were left unattended. The manager said he is at present auditing staffing levels again to ensure residents are kept safe. Recruitment procedures are robust and no-one is employed without adequate checks being carried out. Recently appointed staff confirmed they were given an induction and initially accompanied by a more experienced staff member. There is a core staff team who know the residents well and the training is ongoing in several fields. The manager is undertaking an in-depth dementia care training programme and is relaying this to the staff to increase knowledge of person centred dementia care. Wisden Court DS0000019625.V335886.R01.S.doc Version 5.2 Page 14 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, 33, 35 and 38. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The manager is competent and qualified and committed to ensuring the health, safety and welfare of the residents staff is promoted. Policies and procedures to safeguard residents finances are in place. EVIDENCE: The manager has an open-door policy and staff said they felt confident that they could approach him if they had concerns. The senior team are also experienced and supportive of the residents and staff. Feedback from all those who were asked for their views, including residents, staff, families and professionals who visit the home was positive. One person commented, My mother feels safe here. The manager and staff are wonderful. Financial procedures were transparent, effective and properly administered. Wisden Court DS0000019625.V335886.R01.S.doc Version 5.2 Page 15 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 2 x x x x x x 3 STAFFING Standard No Score 27 2 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 x 3 x 3 x x 3 Wisden Court DS0000019625.V335886.R01.S.doc Version 5.2 Page 16 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. 1 Refer to Standard OP19 Good Practice Recommendations All repairs and redecoration should be carried out in a timely manner to ensure the residents live in a home which is good quality and value for money. Wisden Court DS0000019625.V335886.R01.S.doc Version 5.2 Page 17 Commission for Social Care Inspection Hertfordshire Area Team CPC1 Capital Park Fulbourn Cambridge CB21 5XE 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 Wisden Court DS0000019625.V335886.R01.S.doc Version 5.2 Page 18 - 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!