Inspection on 15/12/08 for Woodmarket House

This inspection was carried out on 15th December 2008.

CSCI found this care home to be providing an Good service.

The inspector found no outstanding requirements from the previous inspection report, but made 2 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Woodmarket House 03/01/07

Woodmarket House 19/09/05

Woodmarket House 09/06/05

Woodmarket House 11/01/05

Woodmarket House 09/08/04

Woodmarket House 10/03/04

Similar services:

Hillside

Applegarth

Trevayler Residential Care Home

122 Scorer Street

Byars Care Home

St Marys Nursing Home

Jubilee Villa Care Home

Bramble Lodge

Extracts from inspection reports are licensed from CQC, this page was updated on 27/02/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Woodmarket House Woodmarket House Woodmarket Lutterworth Leicestershire LE17 4BZ     The quality rating for this care home is:   two star good 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: Linda Clarke     Date: 1 5 1 2 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. the things that people have said are important to them: They reflect 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 30 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2008) 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 30 Information about the care home Name of care home: Address: Woodmarket House Woodmarket House Woodmarket Lutterworth Leicestershire LE17 4BZ 01455552678 01455552678 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Mr David Watkin Merry Type of registration: Number of places registered: Leicestershire County Council Social Services care home 40 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia learning disability mental disorder, excluding learning disability or dementia old age, not falling within any other category physical disability sensory impairment Additional conditions: The maximum number of persons to be accommodated at Woodmarket House is 40 The registered provider may accommodate in the home the person under the age of 65, within the category PD, named specifically in variation application number V37801 dated 08 January 2007. The registered provider may accommodate in the home the person under the age of 65, within the category PD, named specifically in variation application number V37802 Care Homes for Older People Page 4 of 30 8 4 8 0 8 4 Over 65 20 4 6 40 10 4 dated 08 January 2007. Woodmarket House care home is registered to provide personal care to male and female service users who fall within the following categories: Older Persons over the age of 65 years (OP) 40. Dementia over the age of 65 years (DE(E) 20). Dementia (DE) 8. No person falling within category DE(E) can be accommodated at Woodmarket House when 20 persons who fall within category DE(E) are already accommodated. No person falling within category DE can be accommodated at Woodmarket House when 8 persons who fall within category DE are already residing at the home. Learning disability over 65 years of age (LD(E)) 4. Learning disability (LD) 4. No person falling within category LD(E) or LD can be accommodated at Woodmarket House when 4 persons who fall within these categories/combined categories are already residing at the home. Mental Disorder, excluding learning disability or dementia over the age of 65 years (MD(E)) 6. Mental Disorder, excluding learning disability or dementia (MD) 6. No person falling within category MD(E) or MD can be accommodated at Woodmarket House when 8 persons who fall within these categories/combined categories are already residing at the home. Physical disability over the age of 65 years (PD(E)) 10. Physical disability (PD) 8. No person falling within the category PD can be accommodated at Woodmarket House when there are 8 persons who fall within this category residing at the house. No person falling within category PD(E) pr PD can be accommodated at Woodmarket House when 10 persons who fall within these categories/combined categories are already residing at the home. Sensory Impairment over the age of 65 years (SI(E)) 4. Sensory Impairment (SI) 4. No person falling within category SI(E) or SI can be accommodated at Woodmarket House when 4 persons who fall within these categories/combined categories are already residing at the home. No person within any of the following categories - SI,PD,DE,LD,MD, may be admitt Date of last inspection Brief description of the care home Woodmarket House is a care home providing personal care and accommodation for forty older persons. Woodmarket House has two respite beds, two assessment beds and four beds dedicated to rehabilitation. The forty single bedrooms are without ensuite facilities. The home has a large garden which is well maintained and which is accessible to all residents residing in the home. The premise is owned by the Leicestershire County Council Social Services Department and is situated close to Lutterworth, where residents have access to shops, pubs, the post office and other amenities. The home is easily accessible by private or public transport. Accommodation is provided over two floors with access between the floors being via a stairs or passenger lift. Communal areas are provided on both floors with a loop system in the main lounge for service users with a hearing impairment. Information regarding fees is available by contacting the Registered Manager Care Homes for Older People Page 5 of 30 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: two star good 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: We as it appears throughout the Inspection Report refers to The Commission for Social Care Inspection. The inspection process consisted of pre-planning the inspection, which included reviewing the Annual Quality Assurance Assessment (AQAA), which is a selfassessment tool completed by a representative of the service, reviewing previous Inspection Reports, and any information we have received. The unannounced site visit commenced on the 15th December 2008, and took place between 09:30 and 17:30. The focus of the inspection is based upon the outcomes for people who use the service. The method of inspection was case tracking, this involved identifying people with Care Homes for Older People Page 6 of 30 varying levels of care needs and looking at how these are being met by the staff at Woodmarket House. Four people accessing services were chosen, and discussions were held with two of them, along with four other people living at the home, and visiting relatives and friends. Staff members along with members of the Management Team including the Registered Manager were spoken with. We also sent surveys to some people living at the home, and their relatives. Surveys were also sent to health and social care professionals, and a selection of staff who work at the home. What the care home does well: What has improved since the last inspection? What they could do better: Information available to people thinking of or already staying at Woodmarket House could be improved, to enhance peoples understanding, by providing information in a format which is easier to understand. People living at the home would benefit from staff receiving training in areas which reflect their individual needs, and the range of needs the home is registered to provide, and would further develop person centred care, and the expand upon the contents of care plans, recording peoples individual wishes and expectations of care. Care Homes for Older People Page 8 of 30 Surveys we sent to people living a Woodmarket House and their relatives, along with surveys sent to health care professionals and staff working at the home, asked them how the home could improve, they wrote. Better staff education/training. More flexibility for individual clients needs. More carers. Management out on the floor keeping an eye on staff and the standards of the care staff. 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 9 of 30 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 10 of 30 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. Woodmarket House enables people who require residential care to make an informed decision as to whether the home is appropriate to their needs by providing information about the services it provides and through its assessment process. Evidence: We wanted to look at the information provided to people who use the service to find out whether it was detailed and answered all their questions, and to find out how the service passed on the information. We spoke with people who live at Woodmarket House and individuals who were visiting relatives and friends on the day of our visit, all said they had been given information about the home, in some instances before they moved in, whilst others received information when they arrived at the home. Information available about the home and services has not been developed with the needs of individuals in mind, it is available in a printed format, but has not considered that those with a sensory impairment may benefit from the information being provided Care Homes for Older People Page 11 of 30 Evidence: in larger print, or by the inclusion of photographs to provide another form of information. We sent surveys to some of the people living at the home and their relatives, surveys told us that they had received a contract about their care and that they had received enough information about the home before they moved in, and that in some their relatives had visited the home on their behalf. We looked at the records of four people living at Woodmarket House, and found that individuals had had their needs assessed by a Social Worker, before moving into the home, this enables the Registered Manager to look at the information provided and decide whether their needs can be met by the staff and facilities at the home. We spoke with one lady who was visiting her father, she told us that Woodmarket House was the only home available to them due to funding issues. A lady living at the home told us they had chosen Woodmarket House, as they had always lived in the area. One person we spoke with told us they had chosen to move into Woodmarket House so they could remain with their spouse. Care Homes for Older People Page 12 of 30 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 good 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 that people receive is based on their individual needs, choices and expectations of care, and the principles of respect, dignity and privacy are put into practise. Evidence: We wanted to find out how the health and personal care needs of people living at the home were met. We spoke with people living at the home along with visiting relatives and friends, and observed the care and support provided by staff, we also looked at the care plans and records of four people. When we asked people about the care they received they told us the staff are very busy, but theyre very good, always helpful and friendly. Someone else told us I wouldnt want to be anywhere else. We spoke with a friend of a person living at the home, and they said to us that they were both happy with the care provided, and the approach and attitude of staff. Care Homes for Older People Page 13 of 30 Evidence: We sent surveys to people who live at Woodmarket House and their relatives and asked them about the care they receive, all expressed satisfaction, no additional comments were detailed. We sent surveys to health care professionals and asked them for their views about the care provided to people living at the home, they responded positively to questions, no additional comments were detailed. Care plans we looked at began by providing information about a persons life before moving into the home, this includes information about their work and family life, hobbies and interests, and significants events and dates. The information helps staff to develop a care plan which is tailored to support an individuals lifestyle and enables staff to support people in a sensitive and understanding manner. We spoke with several members of care staff, staff had in some instances an in depth knowledge of a persons life before moving into the home, and spoke of how people living at the home enjoy talking to them about their experiences. Care plans record the care and support individuals need, and the role of staff in providing the support. Peoples wishes and expectations of care are recorded along with information as to how they wish to be cared for. Care plans detail the abilities of people so that staff can continue to promote and maintain the independence of those living at the home. Records we looked at showed us that people living at the home have access to a range of health care professionals, and that additional areas of care are assessed to ensure that people receive the care and support they need. Woodmarket House supports people in conjunction with health care professionals to remain at the home if they so wish, in the final stages of their life, enabling them to die with dignity in the home, and not to go into hospital if they so choose. We observed the interaction between people living at the home and staff throughout the day, their was good rapport and friendly banter. Staff were sensitive to the needs and wishes of people, and supported them in receiving care and support in a manner they prefer. We noted that staff were pro-active in ensuring the health and welfare of people throughout the day, and responded well to changes in individuals health. We looked at the medication and medication records of some people, and found them to be in good order, recent changes to legislation mean that the Registered Manger needs to ensure that the way in which Controlled Drugs are stored and managed is satisfactory. The Registered Manager told us that they had discussed this with a Pharmacist who said that arrangements in the home were satisfactory, there was no Care Homes for Older People Page 14 of 30 Evidence: written evidence to confirm this. Care Homes for Older People Page 15 of 30 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. Opportunities are available for people to engage in activities and take part in recreational events as a group or individually. Woodmarket House provides a wholesome and varied diet. Evidence: We wanted to find out about how people spend their day, and how the staff working at the home support people to make decisions and stay in contact with relatives and friends, we did this by observing people throughout the day, talking with people living at the home and by looking at the care plans and records of four people. Woodmarket House has a relaxed atmosphere, with people getting up and spending time where they choose to, for some this mean staying in their bedroom, whilst some people sat in one of the lounges located in the home. We noted that visitors arrived throughout the day, and were made to feel welcome and were offered a drink. The home has a large entrance hall, which provides seating which in turns leads into the homes larger lounge, we noted a majority of people choose to sit in one of these two areas. Woodmarket House employs an Activity Organiser, who organises and Care Homes for Older People Page 16 of 30 Evidence: facilitates activities, events and trips out. In the morning he entertained a number of service users in sing along whilst he sang and played the organ, throughout this, he encouraged service users to talk about their musical interests, and ascertain their knowledge about the songs including their dancing experiences when they were younger. After lunch people living at the home once again joined in a sing along, and later on the Activity Organiser read about current affairs from the daily newspaper. One lady told us that they along with three other people who live at the home had visited a local garden centre, where they had bought items for Christmas and had stayed to have lunch. The approach, attitude and friendliness of the Activity Organiser is clearly appreciated by people living at the home, and by visitors we spoke with. The Deputy Manager told us that the Activity Organiser also spends time with people on a one to one basis, who develops individual programmes of activities. We noted that a timetable of activities for the week is displayed throughout the home, the programme for the week when we visited, included sing a longs, quizzes, games and visits by children from the local school, and Cubs and Scouts. Seasonal activities were also to take place, which included Carol singing and the Christmas Party. The notice board also provides information about the dates of the visiting library, and information about Church Services held within the local community. We spoke with one lady who lives at the home, she told us that she prefers to sit in the entrance hall, as she likes to watch people coming and going and enjoys speaking with them, she also said it was convenient for her to use the smoking lounge. We sat and joined in the lunchtime meal with a group of people in the dining room, and asked them what they thought about the food provided. One person said its very nice, you always have a choice. Someone we spoke with earlier in the day said i enjoy my meals. People who required support from staff received it as detailed within their care plan. The dining experience was unhurried and relaxed, and people sat talking to each other throughout the meal. We noted that where people chose not to or were unable to come to the dining room for their meals, staff took their meals to an alternative room or their bedroom. The menu for meals for the day is displayed in the dining room, and people were asked what they wished to eat. We did note that cold drinks were served at lunchtime, in yellow plastic beakers, which does not reflect the age of people living at the home. Hot drinks were served to people living at the home and their visitors throughout the day. We sent surveys to people living at the home and asked them whether they took part in activities provided in the home, and whether they were satisfied with the meals provided, positive responses were received to both questions. Care Homes for Older People Page 17 of 30 Care Homes for Older People Page 18 of 30 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 living at Woodmarket House are able to express their concerns, and have access to a complaints procedures, and are protected from abuse by a supportive and knowledgeable staff team. Evidence: We wanted to find out how the staff of Woodmarket House promote the safety and welfare of people who use the service, written information supplied by the Registered Manager before our visit told us about the policies and procedures staff have to follow, to safeguard vulnerable people. Newly appointed staff undertake a period of induction, that includes training as to their roles and responsibilities in ensuring people in their care live a life free of abuse. Information supplied by the Registered Manager prior to our visit and discussions during our visit confirm that the home has received three concerns in the last 12 months. We looked at the records within Woodmarket House, which showed us that the concerns had been recorded, and that the issued raised had been discussed with the person raising the concern to their satisfaction. We have not received any concerns or complaints in the last 12 months. We spoke with people living at the home and asked them if they knew who to speak with if they were unhappy or wished to complaint, some people said they would speak Care Homes for Older People Page 19 of 30 Evidence: to the Manager, whilst others said they would speak to a relative. We spoke with visitors on the day of our visit, whilst all said they would speak to the Manager if they had any concerns, no one we spoke with was aware of the homes complaints procedure. We sent surveys to people who use the service and their relatives, all indicated that they knew how to raise a concern, and felt that staff listened and acted upon what they say, where people had raised a concern, they felt that it had been responded to appropriately. We sent surveys to staff who work at the home, their responses to questions within the survey evidence that staff are aware of their responsibilities in dealing with concerns and complaints. We spoke with staff and looked at records to find out about the training care staff receive, whilst newly recruited staff have attended training which enables them to understand their roles and responsibilities in reporting concerns and protecting people from abuse, many staff have not received any training. We spoke with staff who said they would tackle poor practise, and would tell the Manager about their concerns. Staff said that they were aware of the policies and procedures which detail how they should act and respond and staff said they had received a copy of the General Social Care Council (GSCC) Codes of Conduct and the homes Whistle Blowing Policy, which outlines good practise and the role and responsibility of staff. Care Homes for Older People Page 20 of 30 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Woodmarket House provides a comfortable and homely environment, which is well maintained. Evidence: We had a look around Woodmarket House, all communal areas were decorated to a good standard, and provided people with light and airy rooms in which to relax. There is an ongoing programme of maintenance and decoration for the home, and in surveys we sent to people living at the home we asked them if the home was fresh and clean, all said it was. The ground and first floor of the home provides a selection of lounges in which people can sit, we noted that on the day of our visit a majority of people chose to sit in the entrance foyer and the large lounge to the front of the home. The main dining room is located on the ground floor, however a smaller lounge on the first floor incorporates dining facilities. The first floor provides a lounge for people living in the home who wish to smoke. Bathing, shower and toilet facilities are located on the ground and first floor, with bathing and showering facilities available for people who require the use of equipment for support, such as hoists. Care Homes for Older People Page 21 of 30 Evidence: Infection control measures are in place to ensure that infections in the home are contained, these include a laundry facility. Staff also receive training in infection control, and risk assessments are in place where specific risks have been identified. Care Homes for Older People Page 22 of 30 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. People who live a Woodmarket House are supported by staff who have undergone a robust recruitment process and are experienced and employed in sufficient numbers to meet the personal care needs. Evidence: We spoke with staff who worked at the home and asked them about staffing levels, all staff said their were five people on duty in the morning, and four in the afternoon and evening, in some instances agency staff are used. Surveys we sent to staff told us that a number of staff believe that they require additional staffing, as the needs of people living at the home are changing, and that their needs are not re-assessed to identify their increased need for care and support. We sent surveys to people who live at the home and asked them whether staff were available when they needed them, all expressed general satisfaction, whilst relatives who responded to the surveys we sent indicated that additional staffing was an area for improvement in the home. Our observations on the day were that responses to call bells were reasonable, and that emergency calls were dealt with efficiently, we also noted that staff were very busy, which left little time to spend with people, offering reassurance or engaging in Care Homes for Older People Page 23 of 30 Evidence: conversation. Information supplied in the AQAA submitted by the Registered Manager told us about the robust recruitment practises of the home, we spoke with staff who had recently been recruited, and they told us that they had had to provide two written references and have a Criminal Record Bureau (CRB) disclosure obtained prior to commencing their post. Staff also told us about their induction into the home, which included a wide range of training in topics related to to their role in ensuring the health, safety and welfare of people living at the home, which includes food hygiene, moving and handling, and infection control. Information provided to us by the Registered Manager before our site visit states that 72 of staff have obtained a National Vocational Qualification in Care. We looked at the training records of staff, and found that staff receive training related to their role in ensuring the health, safety and welfare of people living at the home. Woodmarket House is registered to care for people with a range of needs including Dementia, Phsyical Disability and Sensory Impairment, however training records showed that few staff have received training within these specialsit areas. If the service is to further develop to provide person centred care and to build on current care plans staff need to receive training which represents the needs and care people living at the home require. Care Homes for Older People Page 24 of 30 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The management of Woodmarket House encourages and includes people who live at the home, their relatives and its staff to share their views to ensure that the home is run in the best interests of people who receive a service. Evidence: The Registered Manager of Woodmarket House, Mr David Merry has worked at the home for many years, and has gained a National Vocational Qualification (NVQ) at level 4 and has attained the Registered Managers Award. Throughout the day we saw people who live at the home, staff and visitors approach the Registered Manager and members of the Management Team, who were able to deal with all queries effectively, conversations with Mr Merry and his staff team demonstrated that everyone is knowledgeable about the needs of people living at the home, and that the management approach is positive and inclusive taking on board the wishes and views of everyone. Care Homes for Older People Page 25 of 30 Evidence: As part of the homes Quality Assurance process, questionnaires are sent out to people who use the service, their relatives and friends and health and social care colleagues who provide support to those living at the home. The comments gathered from these questionnaires had been collated and analysed to find out the views of people living at the home, and what actions the home needs to take to improve. People who live at the home and staff have the opportunity to attend regular meetings, and in the case of staff receive regular supervisions to monitor their work. Regular meetings enable the Registered Manager to keep up to date with views within the home and make changes where necessary. The Quality Assurance document for the current year showed that Woodmarket House has had a variety of visits by professionals whose responsibility it is to ensure that standards and legal requirements are met, which included routine visits from the financial auditors and Environmental Health. We sent surveys to staff, who recorded that they are supported by their Manager, and staff we spoke with during our visit, said that they receive regular supervisions from their Manager and that they attend regular staff meetings. Information provided by the Registered Manager in the AQAA prior to our visit detailed the regular maintenance of equipment and systems in the home, including health and electrical systems along with fire fighting equipment and systems. Care Homes for Older People Page 26 of 30 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 27 of 30 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 1 7 13 The Registered Manager to 17/03/2009 establish and have written information to confirm that the cabinet which stores Controlled Drugs at Woodmarket House complies with the Misuse of Drugs (Safe Custody) Regulation 1973. If it is found current storage facilities do not meet the regulations then a storage system, which does comply with the Misuse of Drugs (Safe Custody) Regulation 1973 is to be purchased and installed. To ensure the safe storage of Controlled Drugs. 2 30 18 The Registered Manager to 17/03/2009 develop a training plan, which enables staff to receive training that reflects the categories of registration the service is registered to provide and the needs of people living at the home. Care Homes for Older People Page 28 of 30 The care provided to people living at the home is delivered by competent and knowledgable staff who can meet peoples individual needs. 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 1 The format of information provided to people who use the services of Woodmarket House should take into account the needs of people who use the service, and be produced to encourage and enable individuals to have a greater understanding of its contents by the use of large print, signs, symbols and photographs. The complaints procedure to be distributed to people living at the home and their relatives and friends. The Registered Manager to ensure that all staff receive training in safeguarding adults from abuse, to promote and maintain the welfare of people living at the home. 2 3 16 18 Care Homes for Older People Page 29 of 30 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. 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