Inspection on 08/04/09 for Wray Park Care Home

This inspection was carried out on 8th April 2009.

CQC 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

Wray Park Care Home 02/05/07

Wray Park Care Home 27/01/06

Wray Park Care Home 03/11/05

Wray Park Care Home 13/01/05

Wray Park Care Home 25/08/04

Similar services:

The Shelley

Springfield House

Sutton Lodge Nursing Home

St Helier`s Residential Hotel

1 Marten Road

St Joseph`s

Ridgemount

Wingham Court

Extracts from inspection reports are licensed from CQC, this page was updated on 19/06/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Wray Park Care Home 55 Alma Road Reigate Surrey RH2 0DN     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: Jane Jewell     Date: 0 8 0 4 2 0 0 9 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 29 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 29 Information about the care home Name of care home: Address: Wray Park Care Home 55 Alma Road Reigate Surrey RH2 0DN 01737242778 01737221521 wraypark@btconnect.com,www.carehomesofdis tinction.com Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : Mr Antony Coomb care home 24 Number of places (if applicable): Under 65 Over 65 0 0 24 dementia mental disorder, excluding learning disability or dementia old age, not falling within any other category Additional conditions: 24 24 0 The maximum number of service users who can be accommodated is: 24 The registered person may provide the following category/ies of service only: Care home only - PC to service users of the following gender: Either whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category - OP Dementia - DE Mental Disorder, excluding learning disability or dementia Date of last inspection Brief description of the care home Wray Park Care Home is a substantial Georgian detached listed property that has been converted to provide accommodation for twenty-four older people. . The home has been owned and operated since 1992 by Mr Antony Coomb who is also the registered manager. The provider also owns two other registered care establishments in the Surrey area. The home is located just off Reigate Hill, near the M25. Access to shops, Care Homes for Older People Page 4 of 29 Brief description of the care home church, public transport and other local services is within easy reach. The home is presented across four floors, with the lower ground, ground and first floor providing resident accommodation and the top floor providing staff accommodation. Residents accommodation consists of twenty two single bedrooms and one shared bedroom. The vast majority of bedrooms provide en suite facilities. Access to the first and ground floors is via stairs or a stair lifts. Communal space consists of large lounge and dining room on the ground floor. There is a further Georgian room that is in the main used for social events, reading room or a quiet area for residents. The home is located in substantial grounds with a large garden. The homes literature state that its aims to ensure the highest standards of care and support to service users and to provide an environment which is stimulating, provides independence and safeguards privacy. Care Homes for Older People Page 5 of 29 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: The information contained in this report has been comprised from an unannounced inspection undertaken over six and half hours and information gathered about the home before and after the inspection. An Annual Quality Assurance Assessment (AQAA) form had been completed prior to the inspection and the information contained in this document has been used to inform the inspection process. The inspection was facilitated by Mr Antony Coomb (the registered provider /manager) and in part by a newly appointed deputy manager. The inspection consisted of a tour of the premises, examination of the homes documentation and in discussion with seven residents, eight staff and three relatives. The inspector had lunch with residents and observed a small group of residents for signs of well-being/ill-being (terminology used Care Homes for Older People Page 6 of 29 for observing behaviour for people who do no use verbal communication) in order to make judgements about their experiences and wellbeing. Feedback surveys were sent to the home for distribution in order to obtain the views on the quality of the services and facilities being provided. Eight were returned in total, three from residents three from relatives and two from health care professional. Their feedback is included in this report. There were thirteen residents living at the home at the time of the inspection. What the care home does well: The organisation is committed to creating excellent outcomes for the people who use its services and this inspection has highlighted some pockets of excellent practices at the home. This includes the level of choice afforded to residents, staff competency, training and management. Residents continue to live in a clean homely environment with ongoing plans to ensure that the home is decorated and maintained to a good standard. A sample of comments made about the environment includes: its grand a bit old fashion in places but there is only so much you can do because the building is listed its clean always smells fresh its comfortable could do with some decoration and a bit of an upgrade here and there but its not urgent I have everything I need in my bedroom and the home is always kept clean. There is an effective complaints system with evidence that residents and relatives feel that their views would be listened to. A resident said If you have any worries you can just tell the staff. The home is able to identify and meet the range of needs being accommodated at the home. All persons consulted spoke positively about the home. Comments included: did not look around too much got the brochure of all the care homes and as soon as we were shown around Wray park the staff were just so friendly we did not need to look elsewhere I like this home it has got everything I need they provide very good care here attention to detail and the moment I spoke to them on the phone they were helpful and able to answer all of my questions and made us feel very welcome. The health needs of residents are well met with evidence of regular input from a range of health care professionals. Medication practices are well managed promoting good health. A health care professional fed back that there was always good communication between the staff and themselves whenever they visited There is a good care planning system in place which provides staff with the information they need to be able to meet residents needs in a consistent and individual way. Residents are treated as individuals who are helped to exercise choice and control over their lives with flexible routines being an integral part of daily practice at the home. A resident said I decide when I get up and what I do for the rest of the day. Links with families and friends are highly valued and supported by the home. A sample of comments from relatives included I can come at any time I like and I can stay for a meal always offered refreshments I visit every day and there are no restrictions I can visit whenever I want always made to feel welcome in fact very welcome. Residents lives are enriched by the home providing various opportunities for occupation and leisure. The meals are good offering both choice and variety. Comments about food included I have always been impressed by the quality of the food and the food is good its lovely Care Homes for Older People Page 8 of 29 in fact. Residents benefit from an experienced and established manager and management team who ensures a clear ethos and values of the home that enables staff to provide good quality consistent care. All persons consulted spoke positively about the provider / manager with particular reference to their approachability. Comments included very approachable very good talks to his staff clever and friendly. What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line –0870 240 Care Homes for Older People Page 9 of 29 7535. Care Homes for Older People Page 10 of 29 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 11 of 29 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. The home provides both prospective and existing residents, with a wide range of information about what services are provided and what to expect when living at the home. The way in which prospective residents are assessed ensures that the home admits only those residents whos needs can be met by living at the home. The home is able to identify and meet the needs of the residents. Evidence: There is a range of well-documented information about the home and the services it provides, this includes a statement of purpose and service user guide which are displayed at the home and given to prospective residents, representatives and other Care Homes for Older People Page 12 of 29 Evidence: interested parties. The provider/ manager spoke of their recently developed website that also provides additional information about the home. A relative spoke of receiving several bits of information when first looking around the home and how helpful this was to them in making an informed decision about whether the home was suitable for their relative. Another relative said the moment I spoke to them on the phone they were helpful and able to answer all of my questions and made us feel very welcome. Residents are provided with a written contract of terms and conditions of residency with the home. This can be used with residents and their families to make explicit the placement arrangements and clarify mutual expectations around rights and responsibilities. A resident said I received one when I was admitted. The home ensures that prospective residents are accommodated only following an assessment of their needs by the manager or senior staff. Advice is sought during the assessment process from health care professionals and others who know and understand the needs of the prospective resident. The needs assessment then forms the basis of their initial care plan. This helps ensure that staff are aware of the recorded needs of new residents prior to them moving into the home. There is a wide range of needs being accommodated at the home this includes older people with dementia, mental health conditions and visual impairment. The majority of residents are assessed as having low to medium assessed needs. Through observation, looking at records and speaking to residents, staff and relatives, there was clear evidence that the home is meeting the needs of residents. All persons consulted regarding the home spoke positively about their experiences with the home. A sample of their comments include I like this home it has got everything I need they provide very good care here attention to detail she came for respite care and stayed it was so nice mum appears well cared for and very happy with the home . Residents representatives consulted with spoke of being provided with the opportunity to visit the home with their relative in advance to assess the quality, facilities and suitability of the home. A relative said did not look around too much got the brochure of all the care homes and as soon as we were shown around Wray Park the staff were just so friendly we did not need to look elsewhere. Intermediate care is not offered at the home therefore this standard is not assessed. Care Homes for Older People Page 13 of 29 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. There is a good care planning system in place which provides staff with the information they need to be able to meet residents needs in a consistent and individual way. The health needs of residents are well met with evidence of regular input from a range of health care professionals. Medication practices are well managed promoting good health. Personal support is offered in ways, which promotes and protect residents privacy and dignity, however further clarity is needed by the provider on the use of CCTV within some parts of the home. Evidence: Four individual plans of care were examined and these showed that comprehensive information is gathered about each resident which provided staff with the guidance on the needs and preferences of each residents. The majority of staff have worked at the Care Homes for Older People Page 14 of 29 Evidence: home for a number of years and demonstrated a good understanding of the assessed needs of residents and how to meet them in a consistent way. The deputy manager spoke of the work they have been undertaking in developing Person Centred Care Plans (PCP) to ensure a further individual approach to care plans. Staff are also about to undergo training in PCP to further promote their effective implementation. A relative spoke of being involved in the development and review of their relatives care plan. Changes in residents needs and preferences had been promptly identified through the recent review of all care plans. The deputy manager spoke of their plans to ensure that there was now a formal programme of regular review. The home maintains a daily record for each resident on events and occurrences. The standard of recording was noted to be good with a clear account of actions and events that had occurred which were written in respectful and sensitive language. Records of medical intervention showed that the home works closely with a range of health care professionals including GPs, district and specialist nurses, chiropodists, opticians and dentists to ensure residents receive a range of health care intervention. Residents consulted said that when they have asked to see a Doctor then this has been sought promptly. A health care professional fed back that there was always good communication between the staff and themselves whenever they visited The system for the administration of medication was good with clear and comprehensive arrangements in place to ensure residents medication needs are able to be safely met. The deputy manager had recently undertaken a comprehensive self audit of medication practices and had identified further areas for service development. This included providing additional instructions on the use of (PRN) medication to ensure that staff had clear guidance on when these medicines should be administered. And identifying residents individual medication administration preferences. Staff consulted with showed a good understanding of good practices in preserving residents rights to privacy and dignity. Staff were able to give examples of how they promote these rights in their every day care practices. This was supported by the inspectors own observations of residents personal appearance, interactions between staff and residents and the experiences of a visiting health care professional. CCTV cameras are in operation around some communal parts of the home, this included part of the lounge. The provider / manager has been asked to confirm in writing their use in order for the Commission to clarify whether there installation preserves residents privacy and dignity. Care Homes for Older People Page 15 of 29 Evidence: Staff spoke of the support they had received in the past from Health Care professionals during the care of residents who are receiving end of life care. Staff also spoke sensitively about the care and support provided to residents and their families when residents have become terminally ill. Care Homes for Older People Page 16 of 29 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. Residents are treated as individuals who are helped to exercise choice and control over their lives with flexible routines being an integral part of daily practice at the home. Links with families and friends are highly valued and supported by the home. Residents lives are enriched by the home providing various opportunities for occupation and leisure. The meals are good offering both choice and variety. Evidence: An activities co-ordinator visits the home three times a week to undertake a variety of activities including craft sessions, reminiscence, music and games. At the time of inspection an aromatherapist was undertaking her weekly visit, where residents could pay a nominal fee for hand and arm massages. This was clearly enjoyed and benefited those residents participating as they were observed actively engaged in this activity. Residents views regarding activities varied between those who enjoy socialising and others who were not so interested, however all residents confirmed that their preference was respected by staff. Care Homes for Older People Page 17 of 29 Evidence: Without exception all residents and visitors commented positively on how welcome they or their visitors were made to feel when visiting. A sample of relatives comments included I can come at any time I like and I can stay for a meal always offered refreshments I visit every day and there are no restrictions I can visit whenever I want always made to feel welcome in fact very welcome. The home has access to transport in order to help access a wide range of community resources. Observation of the daily routines and discussion with residents confirm that staff accommodate residents personal wishes with regard to meal times, going to bed, rising and bathing. As previously noted work is currently being undertaken to further promote residents individuality through the development of person centered planning. During the inspection residents were observed to move around the home freely choosing which room to be in and what level of company they wanted to enjoy. A resident said I decide when I get up and what I do for the rest of the day. The inspector had lunch with residents with the meal served at inspection being presented well with individual preferences respected. A sample of comments about food included I have always been impressed by the quality of the food and the food is good its lovely in fact. Residents spoke of being given an alternative meal if they did not like what was on the menu. The chef serves the meals in the dinning room and therefore is able to gain instant feedback on meals provided and spoke of altering any menu items accordingly. The current layout of the dinning room meant that it was sometimes difficult for staff and residents to move around easily and did not fully promote good practices when supporting some residents who needed assistance with eating or prompting. The provider /manager was very receptive to reviewing the current layout in order to further promote good practices at the home. The provider / manager showed an awareness of good practice guidelines in the use of table settings for people with dementia in order to encourage orientation and eating. Care Homes for Older People Page 18 of 29 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. There is an effective complaints system with evidence that residents and relatives feel that their views would be listened to. Staff have the guidance and training necessary to show them what to do if abuse is suspected. Evidence: There is an accessible complaints procedure for residents, their representatives, and staff to follow should they be unhappy with any aspect of the service. All residents and relatives consulted with said that they felt able to share any concerns they had with the manager. A resident said If you have any worries you can just tell the staff . The provider / manager reported that there have been no formal complaints to the home since previous inspection. The home has written policies covering safeguarding adults and whistle blowing. These make clear the vulnerability of people in residential care, and the duty of staff to report any concerns they may have to a responsible authority for investigation. The majority of staff consulted with have received formal training in safeguarding adults and prevention of abuse and the staff consulted with showed a good understanding of their roles and responsibilities under safeguarding adults guidelines. Care Homes for Older People Page 19 of 29 Evidence: There is an accessible complaints procedure for residents, their representatives, and staff to follow should they be unhappy with any aspect of the service. All residents and relatives consulted with said that they felt able to share any concerns they had with the manager. A resident said If you have any worries you can just tell the staff. The provider / manager reported that there have been no formal complaints to the home since previous inspection. Care Homes for Older People Page 20 of 29 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. Residents continue to live in a clean homely environment. There are ongoing refurbishment and upgrade plans to ensure the home remains decorated and furnished to good standard throughout. Evidence: The home is a listed Georgian Mansion and as such the provider / manager spoke of the restrictions this places on them in the way that maintenance can be carried out. Although parts of the external building are in need of aesthetic attention the provider/ manager spoke of their redevelopment plans for the home which would then enable them to address these areas. There is an ongoing plan of internal redecoration and repair, with new carpets, flooring and redecoration of some bedrooms since the previous inspection. Much effort is made to create a homely feel throughout the home. While some original features are maintained in communal areas residents bedrooms have a modern feel. A sample of comments about the environment included could do with a lick of paint here and there but environment its grand a bit old fashion in places but there is only so much you can do because the building is listed its clean always smells fresh its comfortable could do with some decoration and a bit of an upgrade here and there but its not Care Homes for Older People Page 21 of 29 Evidence: urgent and environment a bit drab in places and dark but the bedrooms are very nice light and airy. The provider /manager had previously identified the need to upgrade some curtains and these were due to be fitted in the immediate future. Some furnishings were in need of replacements in the near future and the provider /manager agreed that this would be undertaken within the next twelve months. All residents consulted with said that their bedrooms provided everything they needed with a residents saying I have everything I need in my bedroom. Communal space consists of a dinning room and large lounge both of which overlook a rear secure garden. This has a terrace with some seating and has a sloping lawn with flower beds, making this an attractive area in which to overlook or access. The deputy manager spoke of the plans to plant planters around the terrace with flowers in readiness for warmer weather and residents using the garden area more. There is sufficient number of toilets and bathrooms located around the home, including the majority of bedrooms providing en-suite facilities and assisted bathing facilities. There was a range of individual aids and adaptations to assist residents mobility and independence, including raised toilet seats, walking aids, ramps and grab rails. Fitted throughout the home are call points, which enable assistance to be summoned when pressed and detects movement within bedrooms. Residents commented I have used the call bell at night and they have come very quickly and You can ring the bell for help any time. There was a problem with the call bell in a bathroom and the deputy manager agreed to get this addressed as a matter of priority. All areas inspected were observed to be cleaned to a high standard, comments made about the standard of hygiene included Bedroom always smells nice and the home is always kept clean. The home employs sufficient staff to ensure that standards of hygiene and cleanliness can be maintained. Systems were in place for the control of infection and staff said that they have been trained in this area and were observed to be working in ways that minimised the risk of infection. Care Homes for Older People Page 22 of 29 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. Staff make a positive contribution in residents lives as residents benefit from a very well trained and enthusiastic staff team that know them and who are safely recruited and who are employed in sufficient numbers as is necessary to meet their needs. Evidence: Staff, relatives and residents felt that there was always sufficient numbers of staff on duty for staff to undertake their roles in a timely manner and for residents to receive the support they needed, when they wanted it. There is a core group of staff who have worked at the home for a number of years and showed an in-depth knowledge of individual residents needs and preferences. All staff were found to have a good rapport with residents and visitors which promoted a relaxed atmosphere in the home. A sample of comments about staff included the staff are very caring staff look us very well I do not have a bad word to say about staff they seem to talk to and care about the residents staff helpful always seem interested in residents and staff although always seem to be busy they will make time. A staff member commented the best bit is providing high standard of care the staffing level is high the manager does not question if you need more staff. The home has been proactive in ensuring that the majority of staff have completed a National Vocational Qualification in care. There is a commitment to improving staff Care Homes for Older People Page 23 of 29 Evidence: skills through an ongoing comprehensive training programme both in practical matters and the broader aspects of working with older people. Including dementia care, diet and nutrition, skin care and Pressure ulcer prevention. A staff member spoke of the many opportunities to undertake training. A training Matrix has been developed which identifies the training undertaken and planned for in order for the home to meets its aims and objectives and residents needs. This is to be commended. The home has won several industrial awards in the past few years for its workforce development, this has included: best employer skills for care, care employer care choices and investors in people. The personal files of three staff were inspected and these showed that a robust recruitment process is followed which includes the use of an application form, interviews, Criminal Records Bureau (CRB) checks and written references prior to employment commencing to help ensure that only staff who are suitable to work with vulnerable people are employed. Care Homes for Older People Page 24 of 29 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. Residents benefit from an experienced and established manager and management team who ensures a clear ethos and values of the home that enables staff to provide good quality consistent care to residents. A range of regular health and safety checks helps to promote the health and safety of residents and staff. Evidence: The provider /manager has many years experience in owning and managing care services and demonstrates an in-depth knowledge of good practices and much commitment towards driving good standards in the care of older people. The manager is supported by a deputy manager who overseas the daily running of the home and who demonstrated a clear understanding of the day to day running of a care home and role modelled good practices in the care of older people. The organisation also employs several specialists to support and advise the home in best care practices and changes Care Homes for Older People Page 25 of 29 Evidence: in legislation. All persons consulted spoke positively about the provider / manager with particular reference to their approachability. Comments included very approachable very good talks to his staff clever and friendly. It was clear that the home is managed effectively with a strong sense of leadership and direction being provided. There are several mechanisms in place for the home to obtain feedback on the quality of the services provided and whether it is achieving its aims and objectives. This includes regular feedback surveys sent to residents and stakeholders involved in residents care. As a result of feedback, changes to menus, the environment and practices have been undertaken in order to further enhance services at the home. Residents are encouraged to retain control of their own finances for as long as they are able to do so and if unable then this responsibility is taken on by a relative or another responsible persons external to the home. Care staff spoke of now receiving regular formal supervision and direct supervision when working with management and felt well supported by them to undertake their role. Written guidance is available on issues related to health and safety. Records submitted by the home prior to the inspection stated that all of the necessary servicing and testing of health and safety equipment has been undertaken including regular internal health safety checks. The provider /manager reported that radiators which are unguarded are thermostatically controlled in order regulated surface temperature to prevent accidental scalding. Systems are in place to support fire safety, which include regular fire alarms and emergency lighting checks, staff training and maintenance of fire equipment and fire drills were reported to have been undertaken. It was noted that a fire risk assessment has been completed which records significant findings and the actions taken to ensure adequate fire safety precautions in the home. This was due to be annually reviewed in the preceding weeks. Care Homes for Older People Page 26 of 29 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 29 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations Care Homes for Older People Page 28 of 29 Helpline: Telephone: 03000 616161 or Textphone: or Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. 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