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Inspection on 17/04/07 for Woodlands Respite Care Centre

Also see our care home review for Woodlands Respite Care Centre for more information

This inspection was carried out on 17th April 2007.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Excellent. The way we rate inspection reports is consistent for all houses, though please be aware that this may be different from an official CSCI judgement.

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

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

Woodlands provide an excellent service for guests wishing to have a respite stay who have multiple sclerosis. Staff were well trained and had received training relating to multiple sclerosis, so that they could deliver specific individualized care to each guest. Guests were fully assessed prior to being admitted to the home to ensure their needs could be met. A wide range of activities were provided to meet service users assessed needs. Physiotherapy and hydrotherapy were available to enhance the guest`s stay, and assist guests to maintain their independence. Guests stated that they received care in a way that respected their privacy and dignity. There was a robust complaints procedure in place to this ensured that any concerns raised would be investigated and dealt with thoroughly. Woodlands also provided a meeting point and Resource Centre, a large bank of dedicated volunteers accompany guests upon outings and carried out fundraising activities. This enhanced the quality of the guests stay and helped to raise funds, which were used for improving the resources within the home.

What has improved since the last inspection?

Assessments for guests coming into the home are now dated, to ensure that the assessment information is current and the guest receive appropriate care. Medication balances received are counted and recorded for each guest to ensure the guest`s health is maintained. Woodlands has more that a fifty percent ration of care staff that have achieved their National Vocational Qualification in Care, and the manager has achieved a qualification in management. This helps to ensure that the home is well managed and staff deliver a standard of care based on sound knowledge.

What the care home could do better:

The cost of bus transfers from the railway station, therapies and outings should be clear to guests. This information should be made available to new guests before they attend Woodlands, to ensure they are fully informed. Fire training for staff on night duty should be provided in line with the North Yorkshire Fire Regulation requirements, to ensure the safety of guests and staff is maintained.

CARE HOME ADULTS 18-65 Woodlands Respite Care Centre 120 Thief Lane Hull Road York North Yorkshire YO10 3HU Lead Inspector Denise Rouse Key Unannounced Inspection 17th April 2007 09:55 Woodlands Respite Care Centre DS0000027991.V334992.R01.S.doc Version 5.2 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 Woodlands Respite Care Centre DS0000027991.V334992.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 Adults 18-65. 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. Woodlands Respite Care Centre DS0000027991.V334992.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Woodlands Respite Care Centre Address 120 Thief Lane Hull Road York North Yorkshire YO10 3HU 01904 430600 01904 430055 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) www.woodlands.org.uk Multiple Sclerosis Society Paula Rawding Care Home 20 Category(ies) of Physical disability (20), Physical disability over registration, with number 65 years of age (20) of places Woodlands Respite Care Centre DS0000027991.V334992.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. Service Users to include up to 20 (PD) and up to 20 (PD(E)) up to a maximum of 20 Service Users 20th September 2005 Date of last inspection Brief Description of the Service: Woodlands provides a respite care centre with nursing care for people with multiple sclerosis. Service users arrive on a Saturday for stays of one to two weeks. The home has been purpose built and all the accommodation is on the ground floor. All the bedrooms are single and en suite with a range of hoisting equipment. Special beds and mattresses are available depending on the individual requirements of service users. The home has a full and varied activity programme that includes shopping trips and meals out, as well as in house entertainments. The home has a physiotherapist who works 32.5 hours over five days per week, and a hydrotherapy pool. Fees charged at the home were from £770, for guests with moderate needs, to £1029 per week at the time of the site visit. Woodlands Respite Care Centre DS0000027991.V334992.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The accumulated evidence used in this report has included: • A review of the information held on the homes file since its last inspection. • Information submitted by the registered provider in the pre inspection questionnaire. • Surveys received from seven service users and one general practitioner. • An unannounced visit to the home, which lasted four hours and forty-five minutes. This included a full tour of the premises. • Evidence gained by direct observation, talking with guests, management, staff, and visitors. Inspection of records, including care profiles, medication administration records, staff files and the homes policies and procedures. What the service does well: What has improved since the last inspection? Woodlands Respite Care Centre DS0000027991.V334992.R01.S.doc Version 5.2 Page 6 Assessments for guests coming into the home are now dated, to ensure that the assessment information is current and the guest receive appropriate care. Medication balances received are counted and recorded for each guest to ensure the guest’s health is maintained. Woodlands has more that a fifty percent ration of care staff that have achieved their National Vocational Qualification in Care, and the manager has achieved a qualification in management. This helps to ensure that the home is well managed and staff deliver a standard of care based on sound knowledge. 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. Woodlands Respite Care Centre DS0000027991.V334992.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection Woodlands Respite Care Centre DS0000027991.V334992.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standard 2 People who use this service experience excellent quality outcomes in this area. Guests stated their needs and aspirations were met. We have made this judgement using a range of evidence, including a visit to this service. EVIDENCE: Woodlands provide short stays for people with multiple sclerosis. Guests stay at the home and experience “ hotel style” services. Guests are invited to participate and book different therapies and go out on trips. Woodlands provide positive outcomes for guests, by providing specific and specialized staffing and specialist services to meet the guest’s very individual and diverse needs. One service user stated “I have been sent more information, and they have wanted to know everything about me, which is marvellous, this place wanted a General Practitioners report and tablet report, I felt they had all the information about me, I was reassured they could meet my needs fully”. Guests spoken with and surveyed all stated that their expectations had been fully achieved whilst they had been staying at the home. Prior to the guests arriving the registered nurses, or senior care staff are involved in gaining all relevant information from the guest by completing a full and comprehensive assessment of their needs. The general practitioners of the guests are also contacted and supply detailed medical information and up to Woodlands Respite Care Centre DS0000027991.V334992.R01.S.doc Version 5.2 Page 9 date medication details. Information is gathered from all health care professionals involved in the guests care, i.e. Physiotherapists and Occupational Therapists as well as the guest’s carers. All guests receive this full comprehensive needs assessment before being admitted. This was carried out by staff who have an in depth knowledge about multiple sclerosis. The Information is updated prior to each guests holiday stay. This ensures that the guest’s full and current needs are known by the staff, and their physical and social need and aspirations can be achieved. Woodlands Respite Care Centre DS0000027991.V334992.R01.S.doc Version 5.2 Page 10 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 6 7 9 People who use this service experience excellent quality outcomes in this area. Guests choose how to live their lives, and are well supported by staff. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Guests were assessed prior to each stay within the home; in the period prior to their allocated stay a full telephone reassessment was undertaken to ensure that the medication details and full care needs of the guest was understood and could be met. Upon arrival at the centre the staff also go through the care documentation with the service user and date and sign the summary sheet to register that this information remains correct. The guest, where able also signs this documentation. Care plans were reviewed and any changes were documented, to ensure the guests were always receiving relevant and appropriate care. Care plans contained information relating to the guests physical and psychological needs. Woodlands Respite Care Centre DS0000027991.V334992.R01.S.doc Version 5.2 Page 11 A guest stated “ The staff are very understanding they treat me with dignity and respect, its just lovely coming to a place where you can be yourself, with staff and other guests who understand multiple sclerosis”. Service user surveys indicated that the guests are in control of how they wish to spend their time. Comments received included “ I can do what I like in the day, I have a sleep in the afternoon, the care staff put me onto the bed whenever I want”. Guests participated in updating their risk assessments and were supported by knowledgeable and sensitive staff to maintain their independence wherever possible. There were a large number of volunteers who were trained in relation to multiple sclerosis, fire, moving and handling, wheelchair pushing and assisting guests to eat and drink. This ensured that the volunteers were safe to help and support the guests, within the home and when accompanying them upon outings. There was a Resource Centre within the home where guests could receive advice, help and support relating to their condition and benefits they may be entitled to. The guests who were spoken with valued this service, as it helped to ensure they were receiving all the help they were entitled to. Woodlands Respite Care Centre DS0000027991.V334992.R01.S.doc Version 5.2 Page 12 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 12 13 15 17 People who use this service experience excellent quality outcomes in this area. Guests have activities available, which are varied and suitable to their needs, and enjoy a wholesome diet. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Woodlands have developed its services to ensure guests have a meaningful stay by being supported to enjoy and participate in different therapies and outings. The centre provides a wide variety of opportunities to go out, a trip into York occurred on the day of the site visit and there was a shopping trip to the White Rose Centre in Leeds planned for the following day. Guests were seen enjoying Hydrotherapy and relaxing in the large lounge area and smoking room. This ensured that guests were mentally stimulated. Guests stated, “ We have nice trips out, we go shopping and I am going for a pub lunch on a Friday”. And “I Woodlands Respite Care Centre DS0000027991.V334992.R01.S.doc Version 5.2 Page 13 enjoy the peace and quiet here in the home, for the week. As well as the trips out, I am going into York this afternoon”. The home had good links with the local community. Visiting was open and guests could receive visitors at any time. Some guests attended the centre to allow their main carers to have a break and have a holiday themselves. The kitchen was inspected, it was clean and tidy, and the practices of food handling safeguarded the guests and staff. There was a varied three-week menu available. Food prepared and served looked wholesome, nutritious and well presented. Special diets were catered for and all the kitchen staff were aware of the guests full dietary needs. Guests were assisted with feeding where necessary, by staff who were unhurried and respectful of the guests needs. Special equipment was seen to be utilized by guests to help them remain independent for feeding themselves. Guests were seen to be allowed the time they required to finish their lunch in a relaxed manner. Guests stated, “The food is delicious, I can have what I want, there’s a good choice of food.” And “ the food is good”. Guests could eat within their bedrooms, or in the dining room or outside on the patio which promoted the guest’s individuality and choice. The patio was easily accessible for wheelchair users and ambulant service users. This promoted the service users individuality and diversity. Woodlands Respite Care Centre DS0000027991.V334992.R01.S.doc Version 5.2 Page 14 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 18 19 20 People who use this service experience excellent quality outcomes in this area. Guests physical and emotional health care needs were well met. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Staff were knowledgeable about each guests specific needs, and treated them holistically. There were physiotherapists working within the home to help and support the guests with specific needs. The care delivered to each guest was seen to be personalized and individual. A guest stated “ The staff are perfect they are respectful of my wishes” and another stated “ Staff are thorough with the care they give me and are very attentive and very patient”. Woodland offer advice help and support from their Resource Centre which assisted and advised multiple sclerosis sufferers and their relatives and carers of help and support which they could receive. This was a service, which guests stated they valued greatly. A local General practitioner provided cover for the guests within the home during their stay. Guests brought in their medications and these were logged Woodlands Respite Care Centre DS0000027991.V334992.R01.S.doc Version 5.2 Page 15 into the treatment room and dispensed by the nursing staff. Guests were assessed if they wished to self medicate to ensure they were safe and capable to carry out this task. Self-medicating guests had a lockable facility within their own bedroom, which promoted their continued independence. Medications were stored correctly and stock balances were checked and found to be correct. The dispensing nurse signed for medications given. A guest stated “ I now self medicate, I was assessed to do this, and I have my key for my lockable drawer with me, so I am safe”. Woodlands Respite Care Centre DS0000027991.V334992.R01.S.doc Version 5.2 Page 16 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 22 23 People who use this service experience excellent quality outcomes in this area. Guests complaints and concerns are acted upon and resolved. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The home had a robust complaints policy, which was available in each guests bedroom in the Service Users Guide. There had been thirteen complaints received since the last inspection. Notes of the investigation and responses were recorded and available for inspection. The system for recording this information had been recently improved and it was thorough. This ensured that guests concerns were dealt with. Guests stated, “ I’m generally happy, I would feel happy to say if things were not right” And “If I had a complaint I would speak to the manager and she would deal with any issues”. The manager welcomes guest’s comments and there were guest comment cards available within the reception area. Suggestions received were all recorded and had been acted upon to ensure that the service was always evolving and taking guests comments constructively. Staff receive training relating to the protection of vulnerable adults. This training was updated periodically. The home operated a clear policy relating to safeguarding their guests. Staff spoken with knew the correct action to be undertaken if abuse of a guest were suspected. This ensured staff were aware of the action that must be taken if any allegation of abuse were ever to be received. Woodlands Respite Care Centre DS0000027991.V334992.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 24 30 People who use this service experience excellent quality outcomes in this area. Guests stay in a home that is comfortable and provides facilities, which promotes independence and ease of mobility, within a safe environment. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Woodlands is designed to allow full disabled access to all areas of the home and gardens. This permits guests to be as independent as possible. Corridors are wide and the lounge and dining areas spacious and airy. There is a bar in the lounge that is open on an evening to guests. Three flowerbeds in raised areas provided a sensory stimulating garden, with pathways laid down to a garden pond, where wildlife was abundant. A guest stated “ I went round the garden in my chair, on my own, this was gorgeous, it was so quiet and there were ducks in the pond”. Management continue to develop the home to ensure that it meets all the special individual needs of the guests. All areas were seen to be clean, Woodlands Respite Care Centre DS0000027991.V334992.R01.S.doc Version 5.2 Page 18 comfortable and well maintained. Safety within the grounds had been enhanced by additional security lighting, which helped to deter intruders. This protected the guests and staffs health and safety. Guests were encouraged to bring in items from home that would enhance their holiday stay. Electrical items brought in were tested to ensure that safety was maintained. A new four-bed extension has been built; this area provided spacious wellappointed bedrooms with ceiling hoists leading straight from the bed through to the ensuite shower. Flat screen remote control televisions were provided with telephones with large buttons. The sink units could be hydraulically raised and lowered to ensure they were suitable for wheelchair guests. This promoted and allowed guests independence with their health care needs. There was a “Snoozelam” therapy room with lava lamps and a ballroom light. This room provided a relaxing ambiance where guests could receive hand massage and listen to relaxation music. This helped to promote relaxation. A charity shop manned by volunteers and a Resource Centre were available. This ensured that guests could purchase items and gain advice, to enhance their stay at the home. The resource centre was utilized for staff training, as well as being available to external groups, who were connected with the Multiple Sclerosis society. All areas of the home were being developed to their full potential to ensure that guests could gain the most benefit from their stay. Hand wash facilities were available throughout the home, which promoted infection control. The home was clean and free from unpleasant odours. Comments received included “ The staff are very attentive to the cleanliness of the room”. And “ The rooms are lovely, I have my own single room”. And “ I expected roughly what I found at Woodlands, the room was lovely, I had a walk in shower, with a seat and I liked the hoist above the bed”. The manager stated, “The home was always being developed to ensure that it was suitable for all the service users, and to ensure that the guests felt special”. There was a welcoming and friendly atmosphere within the home, which was very inviting, on the day of the site visit. Woodlands Respite Care Centre DS0000027991.V334992.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 32 34 35 People who use this service experience excellent quality outcomes in this area. Guests are looked after by well-trained staff. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Training was provided to all staff on an ongoing basis; new staff received a two week detailed supernumerary induction by staff knowledgeable about multiple sclerosis and how the home operated. The home had a thorough Induction process, which included two weeks supernumerary practice for all staff. This was commendable. This allowed staff the time to ensure that they were becoming confident and competent in this line of work before attending to guests individually. Training was provided throughout the year in relation to moving and handling, first aid and the protection of vulnerable adults. Fire training was also provided, however this had not been provided in line with the North Yorkshire Fire service requirements in relation to night staff; this was immediately addressed to ensure that guests and staffs health and safety was maintained. Woodlands Respite Care Centre DS0000027991.V334992.R01.S.doc Version 5.2 Page 20 Staff had individual records of training that had been undertaken. Discussions with staff confirmed that there was a lot of training on offer and staff were encouraged and supported to gain their National Vocational Qualification in Care at level two or three. The centre currently had 58 of care staff that held this qualification. This helped to enhance the care that guests received. Induction training included information about the specific condition of Multiple Sclerosis and the care that service users may require, as well as training relating to maintaining confidentiality and guests privacy and dignity. This ensured staff were fully informed. Extra staff were on duty at peak times of activity to ensure that the services were delivered in an individualized and timely manner. Comments received from guests included “The ratio of staff to service users is very good, when you ring the call bell staff come and see to us, there are carers there all the time to help and support us, they are brilliant I cannot fault them”. And “ The staff get to know you well, they are approachable and pleasant, they have a rapport with you and you can have a laugh with staff and build up a relationship with them”. And “ Staff are quick to answer buzzers and are attentive”. Training received for both staff and volunteers ensured that the quality of the service and the support the staff give to each individual service user was of a consistently high standard. Staff stated, “ This is a good place to work, you gain a lot of help and support”. And I liked the place when I came for interview, there was a good feel to it, I got good support to gain my National Vocational Qualification. It took a while but I got there in the end. The training is first class, anything I’ve asked for I have been offered the course. Its good we all learn together and help each other, its very rewarding. Our guests are lovely and do appreciate us”. Woodlands have developed a recruitment process, which has the needs of their guests and staff at the centre. A great deal of time and planning was undertaken to ensure that the recruitment and induction process for all staff was informative and supportive. New staff were recruited using equal opportunities methodology, to ensure that all staff had an equal chance. Standard questions were used at all Interviews and candidate’s responses were documented. All references were gained and were on file. Criminal Records Bureau checks and protection of vulnerable adults checks were undertaken and records of these checks were recorded. This ensured that service users were protected and were looked after by staff that were suitable to work within the care industry. All volunteers were also checked against the criminal records Bureau to ensure they too were suitable to work in the care industry. Supervision and appraisal was also undertaken for the staff, this ensured that any training issues were discussed and implemented. Woodlands Respite Care Centre DS0000027991.V334992.R01.S.doc Version 5.2 Page 21 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. 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 are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 37 39 42 People who use this service experience excellent quality outcomes in this area. Guests can be assured that their views are taken into account, and their health safety and welfare is protected. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The manager of the home was experienced and interacted with all the guests, staff and visitors to the centre. The manager had an open door policy for guests and staff which allowed them to discuss any issues. This ensured that any issues raised were quickly dealt with. Staff stated the manager was very approachable, listens and always come back with an answer, and they felt supported by the management team. Staff stated they felt valued as part of the team. Woodlands Respite Care Centre DS0000027991.V334992.R01.S.doc Version 5.2 Page 22 Quality assurance systems were in place these included guest and staff surveys, which were sent out, the results of this were shared with the guests and staff. Comment cards were also available for visitors and guests to make their views known. One service user had stated that they would like to have information relating to the exact costs for trips and therapies sent out prior to their stay. This was discussed with the manager and was to be implemented immediately. It was also suggested that the cost of the bus from the railway station to the home be advertised. Again this was implemented. This ensured that guests were fully informed. Woodlands had achieved their Investors In People Award and was visited and audited on a regular basis by a representative of the Multiple Sclerosis Society. There was also evidence of letters from guests who had really enjoyed their stay. This ensured that the service was always being assessed and improvements made as necessary. Regular staff meetings were held quarterly for heads of departments, administration, Nurses, care staff and domiciliary staff. These meetings were minuted and this information was available. Regular information was sent to the Commission for Social Care Inspection relating to the Responsible Individuals Visits and what they had found upon these visits. Internal audits were undertaken by staff covering twelve standards, which were audited monthly. Staff from different departments would ask five service users and five staff about their views, they would produce a report for the manager who would then take any necessary action. This ensured that the whole team of staff were involved in monitoring and improving the services provided within the home. Woodlands Respite Care Centre DS0000027991.V334992.R01.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 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 X 2 4 3 X 4 X 5 X INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 4 23 3 ENVIRONMENT Standard No Score 24 4 25 X 26 X 27 X 28 X 29 X 30 3 STAFFING Standard No Score 31 X 32 3 33 X 34 4 35 4 36 X CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 4 X 4 X LIFESTYLES Standard No Score 11 X 12 4 13 3 14 X 15 3 16 4 17 4 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 4 4 3 X 4 X 4 X X 3 X Woodlands Respite Care Centre DS0000027991.V334992.R01.S.doc Version 5.2 Page 24 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 2 Refer to Standard YA40 YA32 Good Practice Recommendations Costs for bus transfers, therapies and outings must be should fully available to guests prior to their stay. Night staff should receive fire training in line with the North Yorkshire Fire Service Requirements. Woodlands Respite Care Centre DS0000027991.V334992.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection York Area Office Unit 4 Triune Court Monks Cross York YO32 9GZ 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 Woodlands Respite Care Centre DS0000027991.V334992.R01.S.doc Version 5.2 Page 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. 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