Inspection on 09/07/08 for Woodside Lodge

This inspection was carried out on 9th July 2008.

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

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

Other inspections for this house

Woodside Lodge 19/06/06

Woodside Lodge 14/10/05

Woodside Lodge 01/06/05

Woodside Lodge 11/01/05

Woodside Lodge 01/06/04

Woodside Lodge 09/12/03

Similar services:

St Vincents

The Cotswold Home

Newbeech House

Winton House

Rush Court

Hillyfield Rest Home

The Maypole Nursing Centre

The Briars

Extracts from inspection reports are licensed from CQC, this page was updated on 28/09/2008.

CARE HOMES FOR OLDER PEOPLE Woodside Lodge 160 Burley Road Bransgore Christchurch Dorset BH23 8DB Lead Inspector Joy Bingham Unannounced Inspection 09:30 9th July 2008 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 Woodside Lodge DS0000011796.V367762.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. Woodside Lodge DS0000011796.V367762.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Woodside Lodge Address 160 Burley Road Bransgore Christchurch Dorset BH23 8DB 01425 673030 01425 674773 chotoblossom@aol.com www.woodsidelodge.uk.com Woodside Lodge Limited 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) Natasha Tracy Ketchen Care Home 21 Category(ies) of Dementia - over 65 years of age (21), Mental registration, with number Disorder, excluding learning disability or of places dementia - over 65 years of age (21), Old age, not falling within any other category (21) Woodside Lodge DS0000011796.V367762.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 19th June 2006 Brief Description of the Service: Woodside Lodge is set in a semi-rural location on the edge of the village of Bransgore with limited access to local amenities. It provides residential care for up to 21 elderly residents, some of whom may have dementia or a mental health disorder. The service has a registered manager who is in day-to-day control of the home. Mr M Steele is one the Directors of Woodside Lodge Co. Ltd and he lives in a property on the same site. The home is on the ground and first floors and there is a full passenger lift between floors. There are a variety of aids and adaptations to allow residents to move about more independently. Seventeen of the bedrooms are single, and two others may be shared. Ten of the single bedrooms and both shared bedrooms have en-suite facilities. There are three communal toilets and two showers with toilets on the ground floor, and one toilet, one bathroom and one shower on the first floor. The home is located in large grounds. The weekly fees vary between £545 and £600, depending on individual needs and are inclusive of all meals, beverages (including alcohol ones), laundry, home run entertainment and activities. The providers gave this information during the inspection on 09/07/08. Woodside Lodge DS0000011796.V367762.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 2 star. This means the people who use this service experience good quality outcomes. The purpose of the inspection was to find out how well the home is doing in meeting the key National Minimum Standards and Regulations. The findings of this report are based on several different sources of evidence. These included the Annual Quality Assurance Assessment (AQAA) completed by the home, and survey comments from residents, stakeholders and staff. An unannounced visit to the home was carried out on 9 July, lasting a total of 8 hours and 15 minutes. During this time we were able to have a partial tour of the premises, including five ground floor bedrooms and a number on the first floor, the dining room and large conservatory/lounge, dining room, bathrooms and toilets. We had discussions with the manager and two staff, 3 visitors, and contact with a large number of the residents of the home. Comments were obtained from professional stakeholders. We sampled staff and care records, and policies and procedures that relate to the running of the home. All regulatory activity since the last inspection was reviewed and taken into account including notifications sent to the Commission for Social Care Inspection (CSCI). What the service does well: Woodside Lodge provides a very homely and interactive environment for all the people who live there. The residents are pleased with the amount of different activities they enjoy. Given the degree of dementia experienced by some of the residents there was a noticeable absence of anxiety and frustration that speaks well of the quality of training and the ability of the staff to reassure and to respond appropriately. Care and domestic staff are kind and rostered in good numbers to care for the people who live there. From the residents’ surveys we were told there is an 88 satisfaction with the care and support they receive from the home, and 92 satisfaction with the mean of accessing medical support services. The residents said, ‘They are very good here’, and ‘The home offers you all you need and more’. All the food is home cooked by dedicated staff and of a good quality. The management of the home and record keeping is well organised with input from the families. The open attitude of the management encourages suggestions and opportunities for improvement. Woodside Lodge DS0000011796.V367762.R01.S.doc Version 5.2 Page 6 What has improved since the last inspection? 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. Woodside Lodge DS0000011796.V367762.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 Woodside Lodge DS0000011796.V367762.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 6 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Service users’ are confidant their needs can be met by the process of preadmission assessments conducted by the home and by information they are given that welcomes them to the home and tells them about the service they can expect. EVIDENCE: The home informed us that all potential residents are given a brochure and a service user guide. They are invited to visit the home prior to admission, for tea and cake. Every resident is then given one month’s trial residence. We asked what information the home gave out to potential residents. A copy of the brochure was supplied by the manager and a copy of the service user guide, which is the information required by law, was also requested. A copy of the service user guide was located in the files of people who live there with a signature to say they had received it. The guide also included Woodside Lodge DS0000011796.V367762.R01.S.doc Version 5.2 Page 9 details of a local advocacy service with contact details for them. The manager’s attention was drawn to the fact that a couple of the contact addresses in the guide are incorrect, and a copy of the most recent inspection report should be more accessible to people. It is in the office but not readily available with the other information in the entrance area. The manager agreed to attend to this. The service provider informed us that a website has now been created for the home which can be accessed by any potential user. Ten residents returned survey forms and in relation to the pre admission assessment they said: • I had a pre-residential visit before taking up residence. • I came to visit the home and was given a brochure and information. All ten confirmed they had been given ample information and each said they had agreed a written contract of residence. The home uses a pre-admission assessment form in order to assess and document the care that a client will need, taking in all aspects, including social needs. We were told that the written assessment is used to construct the plan of care that is agreed with the resident and/or their families. During the inspection four assessments were selected for people who had been admitted in recent months. In each case the registered manager had conducted the assessment, and where appopriate a care management assessment and a hospital discharge had been obtained. Residents are not admitted for intermediate care. Woodside Lodge DS0000011796.V367762.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7 8 9 10 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Personal support is offered in a way that promotes the residents’ privacy, dignity and independence. The systems for the administration of medication are good, with clear arrangements in place to ensure the residents’ medication needs are met. EVIDENCE: On arrival we saw that the majority of residents were either in the dining room, lounge or in process of arriving there. One was taking breakfast in her dressing gown and people moved around collecting a daily newspaper to read which was a real homely touch. They were cheerful and smiling. Their appearance indicated they were well cared for by the attention to their hands, hair and clothing. Staff treated them kindly and politely. We noted conversation happening between some of the residents and not just between the staff and the residents. We observed interactions during the day, including transfer by hoist and people assisted in and out of the lounge, and with their meals. It was evident Woodside Lodge DS0000011796.V367762.R01.S.doc Version 5.2 Page 11 that some residents had an advanced level of dementia. There were a number of occasions when inability to express themselves or be understood, or understand where they were could have spilled into episodes of significant frustration. The staff responded appropriately in most cases. There were a number of aspects of care that we raised and discussed with the manager. We were satisfied that thought had been given to the issues and that strategies had been established to deal positively with certain behaviours. Some further thought could be given to: • Whether too many requests from staff for people to make a choice in a short space of time can be overwhelming. (e.g. where do you want to sit, to have your tissue, to have your bag, your cardigan, what you want for lunch). • A number of staff assisting at meal times can mean the more frail are fed by a variety of people as they go by. (e.g. one resident was feeding herself very slowly, but she was given her meal last and then hurriedly helped by the staff). We noted that minimum medication appears to have been in use as people with a high level of dementia were still very interactive and mobile throughout the day. There was a significantly low level of anxiety expressed by the residents. It was evident during the day that people who chose to stay in their rooms and come down for meals were enabled to do so, and those who chose to stay in their rooms all day could also choose to. Care files for four residents were inspected and found to be in a well-ordered modular layout. They were comprehensive admission details, including contact information, a large print pen picture written in the first person, a care plan, risk assessments, a monitoring and review form, medical report, ABC charts for antecedent behaviour, accident reports, personal inventory, day and night care reports, skin and body charts, dental visits, hospital visits, district nurse visits, weight records and chiropody reports. The care plan covered overall health, dressing/undressing, mobility, transfers, bathing, continence, using the toilet, dining, drinking and snacking, mental health and cognition, oral health and medication, emotional and mental health, religion and language, hobbies and interests. These had been agreed and signed by the residents or their families. They were also individually signed by each member of the care staff to verify they had been read and understood. Some very helpful, detailed information about personal tendencies, likes and dislikes, and ways to overcome difficult episodes had been supplied by some families and these had been incorporated in their files. Care plans were reviewed on a monthly basis and recorded. Woodside Lodge DS0000011796.V367762.R01.S.doc Version 5.2 Page 12 We noted that the manager was proactive in conducting a regular analysis of falls. The home informed us through their AQAA that they have good relationships with other agencies (doctors, district nurses, occupational health therapists and community psychiatric nurses etc.) and they know the correct times to access their support. There was evidence in the files of medical, dental, and opticians’ visits. From the residents’ surveys we were told there is an 88 satisfaction with the care and support they receive from the home, and 92 satisfaction with the mean of accessing medical support services. The residents said; • They are very good here. • The home offers you all you need and more. The deputy manager explained the process of drug administration from ordering through to return. A list of staff members who are trained in medicine administration is kept with the records and we were told that only trained staff deal with the drugs. The drug trolleys were observed in use during the morning and at lunchtime. An audit trail of medicines was possible from the point when medicine is accepted by the home. A separate drug refrigerator is provided for medicine that needs low temperature. A monitored dosage system is followed and there are photos of each individual resident on every administration sheet. The medication records were in order. It was recommended that a copy of the drug procedure be kept in each drug trolley for easy reference by staff when needed. Woodside Lodge DS0000011796.V367762.R01.S.doc Version 5.2 Page 13 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): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Social activities and meals are both well managed and provide daily variation and interest for people living in the home. EVIDENCE: The general atmosphere of Woodside Lodge is homely. We spoke with a number of residents who told us they do what they like. We observed people reading daily newspapers supplied by the providers, and magazines and books. We were told that the staff help you to get you up when you want and you can have what you want for breakfast, either in your room or in the dining room. The notice board along the ground floor corridor details what activities and entertainments are happening, and we saw that there was something on every day from sessions of art and crafts, jig-saws skittle games, extend exercises, manicures and pedicures, dancing and music, reminiscence. The day before the inspection there had been a strawberry cream tea outdoors and skittles on the very large rear lawn. Each month there is a significant outing or event, such as a day at a New Forest campsite offering lunch and an afternoon show, or a fundraising barbecue on behalf of the local branch of Alzheimer’s Society. Woodside Lodge DS0000011796.V367762.R01.S.doc Version 5.2 Page 14 An 8-seater taxi is booked for which we were told there is no charge to the residents. A confidential staff survey said ‘There are a lot of activities for the residents to enjoy, arts and crafts, music and entertainment several times a week and outings for those able to take benefit’. A resident told us that one of the reasons they moved from another home was the lack of activity and they found it much improved at Woodside Lodge. We were told there is always something going on. We saw that one resident had a dog with him that he had brought in. The staff supported him with it and residents around him seemed to enjoy its presence in the lounge. The AQAA informed us that residents have their own garden area with greenhouses where they grow their own fruit and plants. The home uses the fruit and vegetables in the kitchen. A number of the residents have their own laptops and telephones in their bedrooms. During the afternoon of the inspection there was a musician with a keyboard who encouraged the people in the lounge to sing and dance and even karaoke. The staff motivated people to join in and at one point the majority of the residents were on their feet, moving to the music. They were evidently really enjoying themselves, and even the most dependent joined in from their armchairs, gesturing with their hands to the music. They were pleased to tell us the same musician was coming again the following week. There were a number of visitors through the day. They told us that they are always made welcome and given hospitality. One told us that she was invited for lunch whenever she comes but so far had declined to do so. The home employs dedicated cooks so the care staff are freed from this responsibility. We noted a few elements about the lunchtime: • It commenced with a choice of sherry, beer or red/white wine. The staff told us this is a daily occurrence, provided ‘on the house’ and not just for special occasions. (Written risk assessments included consumption of alcohol for each resident, according to their needs and medication issues). • The meal was well presented on nicely warmed plates. • There was a choice for people. One had a very ample cold beef salad, saying, ‘I love my salads’. The majority had roast beef, Yorkshire pudding, roast potatoes, cabbage and mixed vegetables. A few opted for a sandwich that the cook readily made. The dessert was baked apple and custard. • People said they enjoyed the meal, giving it 8 out of 10. • Two people had to sit forward from a low position on a sofa in order to reach their plate. They were unable to lean back during the meal and relax. We discussed with the manager that their posture may have Woodside Lodge DS0000011796.V367762.R01.S.doc Version 5.2 Page 15 • • • • • • • affected their enjoyment of the meal and the amount they could consume. We noted one frail lady had to wait a long time for her meal. She was able to manage on her own, but very slowly. Eventually a member of staff came and hurriedly fed her as the mealtime was nearly over. We felt this was a little disempowering and recommended that this lady be given her meal earlier as she could have continued independently, with time. We noted occasions when staff gave their assistance ‘on the move’ rather than from a seated position. We noted some meals had been pureed, each item done separately for colour and taste. We noted one lady became a little flustered by the number of choices presented to her by the member of staff who was kindly assisting her. One lady could not face a whole plated meal and the option given was, not a smaller plate with a reduced meal size, but a cheese sandwich. The manager said that if anyone chose a light meal, the main meal was retained for them to have later if they chose to. We were told that homemade cake is provided every day. Altogether the lunchtime was a positive experience for the residents and they smiled and gave the meal the ‘thumbs up’. Menus run on a monthly cycle and the cook informed us they are kept constantly under review and the residents do say what they like and prefer. The cook had been trained in basic food hygiene and nutrition. Woodside Lodge DS0000011796.V367762.R01.S.doc Version 5.2 Page 16 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): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The residents are supported by a satisfactory complaints procedure. The residents feel listened to and their views matter. EVIDENCE: The residents’ survey informed us that if they were not happy about anything in the home they knew who they could talk to, and they said they knew how to make a complaint. The home has a complaints procedure that forms part of the service user guide and a complaints procedure is left available in the entrance hall. The contact details of the CSCI are not up-to-date, and the address of the Lymington Social Services office was incorrect and the manager noted this and agreed to amend them. One anonymous complaint had been received since the last inspection and this had been referred to the manager to look into. Information was supplied to the CSCI from both the home and relatives and the complaint was concluded to be unfounded. The home has a copy of the Hampshire County Council abuse policy and procedure, as well as the home’s own procedure including whistle-blowing. The entrance hall also has information on a local advocacy service and how to contact them should anyone wish to. Woodside Lodge DS0000011796.V367762.R01.S.doc Version 5.2 Page 17 We spoke with three of the staff members in private. They expressed appropriate attitudes towards the support and protection of the residents and were aware of the policy of whistle blowing on poor and abusive practice. There was also evidence from the files that training had been provided to the staff team in understanding and detecting abuse and the appropriate procedures to follow. The AQAA informed us that the manager works with the relatives to ensure that the residents’ legal rights are exercised and protected at all times. It also stated that the home does not hold any monies or valuables for the residents. This is done by the families or arranged advocates. This was confirmed with the manager on the day of the inspection. Woodside Lodge DS0000011796.V367762.R01.S.doc Version 5.2 Page 18 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 26 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The residents benefit from a good quality environment with reasonable furnishings and fittings. The home offers a comfortable, homely and safe place to live. EVIDENCE: Woodside Lodge has mainly single rooms, and most of these have en-suite facilities. All rooms have a staff call system. The house is a large family home that has been extended and adapted. It is located in very spacious grounds. A full passenger lift operates between the ground and first floor. The AQAA informs us the service provider is progressing plans to purpose build a 60-bed home for elderly people with dementia related issues. We were informed that this is the reason why some parts of the home, and aspects of the facilities have not been updated and renewed. A number of the residents spoke about this also, expressing their positive view of the current homeliness Woodside Lodge DS0000011796.V367762.R01.S.doc Version 5.2 Page 19 that may be lost with a new, large building. Although meeting the current standards the home has a number of features that are ready for improvement, including: • the small size of the dining room that is unable to seat all the residents and is difficult to manoeuvre through when people are seated. At lunchtime a number remained in the lounge to eat their main meal and these were provided with a small mobile table. • There is limited storage space, so the vacuum cleaner and hoists are kept in the lounge. • A number of the beds and bedroom furniture are very tired and jaded. • The wet and windy weather had caused a leak through the ceiling of two of the bedrooms and along a ground floor corridor. The provider was present and he informed us that he had organised a workforce to come in and put it right. • A first floor bathroom lacks a two-way lock to facilitate access in an emergency. It also has a very faded toilet seat in need of replacement. The service provider was present during the inspection and he readily agreed to correct what he could in advance of the changes coming through the new build. On this understanding requirements have not been made at the conclusion of this report. We noted that a selection of chairs and sofas are provided in the lounge, of various sizes and shapes to suit different tastes. People did not appear to sit in the same allocated seats. The staff asked people where they would like to sit as they arrived. To the question in the survey returns about cleanliness 100 of the residents said they thought the home was always fresh and clean. Two or three of the rooms had a poor odour and this was brought to the manager’s attention. The home has a laundry equipped with two commercial washing machines and a tumble dryer. It has a sink, shelves and all surfaces are washable. The AQAA informed us that the laundry has been revamped and the home employs two dedicated staff to ensure all the laundry is kept fresh and clean at all times. All clothing is colour coded and discretely labelled. There were ample supplies of disposable aprons and gloves seen located around the home. The outlook from the front and rear of the premises is of well-ordered and spacious grounds. Reports from the fire service and environmental health department were available and up-to-date. Other routine certificates of maintenance were available for inspection and found to be up-to-date. Woodside Lodge DS0000011796.V367762.R01.S.doc Version 5.2 Page 20 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): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The residents are supported and protected by a team of staff who offer a good standard of care consistently. EVIDENCE: We observed the staff interaction with the residents throughout the day. They were attentive and respectful, and leadership was provided by the manager who is ‘hands on’, and a newly appointed deputy. The manager provided an up-to-date staff duty roster that informed us that the normal routine is to provide three carers, the manager, a dedicated cook and kitchen assistant, and a cleaner each day. Shift patterns follow an 8am to 5pm, or 8am to 2pm and 2pm to 8pm. There are three carers on duty in the evenings. Two night staff members are awake on duty from 8pm to 8am. The residents’ survey confirmed they find the staff always listen and act on what they say, and 92 felt that the staff are always available. Particular comments about the staff support include: • The home offers all you need and more. They are a good bunch of staff. • The staff are caring Woodside Lodge DS0000011796.V367762.R01.S.doc Version 5.2 Page 21 Two of the staff, including the manager, were spoken with in private and they confirmed their confidence in their role and satisfaction with the support they receive working at the home. They told us that training was available and they had benefited from attending relevant courses. They all expressed sound values about care and were aware of the potential of abuse in this setting and what to do if it was ever experienced or witnessed. One of the staff had just started work at the home and she told us about the style of induction that had lasted 12 weeks. She said she had found this very supportive and helpful. Nine staff had completed surveys and all, without exception, said the training had been relevant, had met their individual needs and was up-to-date. Comments from the staff include: • I think the home is very well staffed. • The manager spent 2 weeks and more with me covering all aspects of induction. • Woodside Lodge offers a home, support, all the needs of a service user where able. • The home looks after staff well • Lots of things are done to a very high standard. • I feel very proud to be a part of the team. • I never rush with people. I don’t ever feel rushed. The manager showed us a file with documented training details and certificates for each member of staff. Recruitment records were sampled. Those inspected were found to be up-todate containing references, application forms, Criminal Records checks and Protection of vulnerable adults checks, identity checks and where necessary current working permits. Induction records were available and supervision records were maintained. We noted that there is some diversity in the team, with several members of staff who have been recruited from abroad, some with significant care service qualifications gained in their own country. They joined in positively with the inspection process and engaged well with the residents. We noted that at times language/accent presented a problem for one or two residents, not so much because they did not understand what was said, but the staff member lacked confidence in her use of English to speak sufficiently loudly and positively. The AQAA informed us that the home employs three male staff and two engage in caring. The staff told us that the residents are always offered a choice about receiving personal care from staff of a different gender. The AQAA informed us that of the 12 permanent staff members 10 have a national vocational qualification equivalent to level 2 or above, and two are working towards that. Woodside Lodge DS0000011796.V367762.R01.S.doc Version 5.2 Page 22 Woodside Lodge DS0000011796.V367762.R01.S.doc Version 5.2 Page 23 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 38 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The residents benefit from good home management and leadership to staff, ensuring that the residents receive a consistent quality care service. EVIDENCE: The manager of Woodside Lodge is qualified to NVQ Level 4 and the Registered Manager’s award. She has also gained qualifications in psychology and psychotherapy and has attended various training courses on dementia and care of the elderly. She expressed an open and co-operative attitude, and demonstrated throughout the day that she has a ‘hands on’ approach. Every aspect of paperwork that was requested was readily provided, clearly labelled Woodside Lodge DS0000011796.V367762.R01.S.doc Version 5.2 Page 24 and identifiable. Every question raised during the day produced a positive response and where appropriate the paperwork to demonstrate that thought had been given to the issues and continual monitoring was happening. Discussion with the staff and comments in the staff surveys indicated a high level of confidence in the manager. • I have supervision every couple of months but can go to speak to the manager when I need to. • Everything is very well organised. • Everything is fine. No problem. • Lots of things are done to a very high standard. The AQAA states that allowing for constraints within Health and Safety, the home is run as the residents’ wish, always promoting and prioritising individual choice and personal dignity and fulfilment. The home conducts its own internal quality assurance using confidential questionnaires to gain feedback from residents, visitors and stakeholders. A report is produced and is available for anyone to see. The AQAA informed us that on an informal basis people are encouraged to offer suggestions for improvements that they may have with the manager or the directors of the company. We discussed the recording and safe keeping of monies held for the residents. The manager explained that she does not process personal allowances or hold valuables for the residents. This is done by the families or arranged advocates. The accident book was inspected. Entries made by the staff had been countersigned by the manager and any remedial action had been taken. We noted that she was conducting an on-going review of the incidents of falls. Policies are in place on aspects of health and safety for staff and residents. Posters detailing safe working practices were seen located in key places throughout the home. Risk assessments had been conducted and were recorded. Woodside Lodge DS0000011796.V367762.R01.S.doc Version 5.2 Page 25 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 4 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 3 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 Woodside Lodge DS0000011796.V367762.R01.S.doc Version 5.2 Page 26 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. Refer to Standard Good Practice Recommendations Woodside Lodge DS0000011796.V367762.R01.S.doc Version 5.2 Page 27 Commission for Social Care Inspection Maidstone Office The Oast Hermitage Court Hermitage Lane Maidstone ME16 9NT 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. 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