Care Home: 24a Corporation Road

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What the care home does well People who live in the home are very well cared for. They live in a clean, comfortable and well maintained home. Staff know residents well and support residents in a way they choose. Residents can make choices about what they do and don’t do. Staff ensure that residents see a doctor if they become unwell and to have routine health checks. Some residents have been involved in developing the homes complaints policy and they know that their concerns or complaints will be taken seriously and acted upon. Staff are recruited thoroughly and all the necessary checks are carried out to ensure that they are suited to support residents. Staff are trained to meet the needs of people living in the home.24a Corporation RoadDS0000017731.V376172.R01.S.docVersion 5.2The manager is a competent and skilled person who ensures that the home is managed in the interests of residents and their views are taken into account and acted upon. What has improved since the last inspection? There have been improvements made to the decoration of the home. What the care home could do better: We did not identify any significant ways in which the home could improve the lives of people who live there. Key inspection report CARE HOME ADULTS 18-65 24a Corporation Road Chelmsford Essex CM1 2AR Lead Inspector Carolyn Delaney Key Unannounced Inspection 22nd June 2009 09:10 24a Corporation Road DS0000017731.V376172.R01.S.doc Version 5.2 Page 1 This report is a review of the quality of outcomes that people experience in this care home. We believe high quality care should: • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care home adults 18-65 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 mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. 24a Corporation Road DS0000017731.V376172.R01.S.doc Version 5.2 Page 2 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report Care Quality Commission General Public 0870 240 7535 (telephone order line) Copyright © (2009) Care Quality Commission (CQC). 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 CQC copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address 24a Corporation Road DS0000017731.V376172.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service 24a Corporation Road Address Chelmsford Essex CM1 2AR 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) 01245 495010 b.hollinshead@rchl.org.uk Redbridge Housing Association Mr Brian Hollinshead Care Home 8 Category(ies) of Learning disability (8) registration, with number of places 24a Corporation Road DS0000017731.V376172.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category/ies of service only: Care Home only - Code PC to service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: 2. Learning Disability - Code LD The maximum number of service users who can be accommodated is: 8 30th May 2007. Date of last inspection Brief Description of the Service: 24a, Corporation Road is a modern, purpose built, single storey property situated in a quiet residential area close to Chelmsford town centre. The registered proprietor is Redbridge Community Housing Limited, a voluntary organisation and the registered manager is Brian Hollinshead. The home provides accommodation and care for 8 adults with learning disabilities and physical disabilities who have medium to high dependency needs. The property is divided into two separate living units each with four single bedrooms, bathrooms, toilets and communal facilities. Specialist equipment, including baths and hoists, are provided and all bedrooms are suitable for wheelchair users. The grounds are private and secure with adequate parking facilities available to the front of the property. The home is situated on a bus route although the town itself is within walking distance. A copy of the previous inspection reported produced by CSCI was accessible to service users, visitors and staff. Fees for a place at the home were £958.00 per week. 24a Corporation Road DS0000017731.V376172.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 three Stars. This means that people using the service receive Excellent outcomes. We visited the home on 22nd June 2008. We spent time speaking with residents, the manager and staff. We looked at care plans and other information about residents needs and how staff supported each person. We observed staff during the day and how they cared for residents. We looked at how staff supported residents to make choices and decisions about their lives, their health and personal care and how they spend their spare time. We looked at how complaints were received and acted upon and how people living in the home were enabled to make complaints. We looked at how staff were employed and trained so that they could support residents. We observed the home’s environment, communal areas such as lounge and kitchen and we looked at some residents bedrooms. What the service does well: People who live in the home are very well cared for. They live in a clean, comfortable and well maintained home. Staff know residents well and support residents in a way they choose. Residents can make choices about what they do and don’t do. Staff ensure that residents see a doctor if they become unwell and to have routine health checks. Some residents have been involved in developing the homes complaints policy and they know that their concerns or complaints will be taken seriously and acted upon. Staff are recruited thoroughly and all the necessary checks are carried out to ensure that they are suited to support residents. Staff are trained to meet the needs of people living in the home. 24a Corporation Road DS0000017731.V376172.R01.S.doc Version 5.2 Page 6 The manager is a competent and skilled person who ensures that the home is managed in the interests of residents and their views are taken into account and acted upon. 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 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 7535. 24a Corporation Road DS0000017731.V376172.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection 24a Corporation Road DS0000017731.V376172.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 1&2 People using the service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who move into the home can be assured that their assessed needs will be met in a way which suits them. EVIDENCE: The manager told us in the Annual Quality Assurance Assessment that information about the home, including the statement of purpose and service user’s guide and the most recent inspection report were readily available to residents and visitors to the home. They told us that there were policies and procedures in place so as to ensure that the moving in process was as smooth as possible for the person and that all of the relevant information about their needs was obtained. They told us that a detailed assessment of each person’s needs would be carried out and that they would be invited to visit and stay over at the home to help them decide if they liked the home. When we visited the home we saw that information about the home was available to residents and other interested parties. We looked at the statement of purpose and service user’s guide. The guide had information about the home’s layout including a plan with photographs of residents to indicate where their bedrooms were. There was detailed information about the facilities in the 24a Corporation Road DS0000017731.V376172.R01.S.doc Version 5.2 Page 9 home such as arrangements for cooking, washing, laundry, communal spaces etc and pictures and photographs depicted information to help assist residents to understand. There was also detailed information about staff who worked in the home, their photographs and details of their roles and experience. The guide described how people would be helped to move into the home, including being offered opportunities to visit and stay overnight to help them get to know staff and other residents. In addition there was information about the home and services provided which was available to commissioners (people who purchase places in the home) and relatives. There had been no new admissions to the home in a number of years. We looked at how a person’s needs would be assessed. We saw that a detailed assessment of the person’s physical and mental health needs would be carried out so as to determine how much support the person needed and how staff were to provide this. We spoke with four members of staff including the manager and they could demonstrate that they understood the needs of residents and that they supported them individually and as a group. We spoke with four residents. While they could not remember their experiences of moving into the home they did tell us that they were very happy living there. One person’s needs had changed so that staff were unable to support them as needed and this person’s behaviour had a detrimental affect on the other people living in the home. This was being managed appropriately with the individual being supported on a one to one basis while arrangements were being made to find more appropriate accommodation for the person. 24a Corporation Road DS0000017731.V376172.R01.S.doc Version 5.2 Page 10 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7 & 9 People using the service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents are very well cared for and supported in the way they choose. EVIDENCE: The manager told us in the Annual Quality Assurance Assessment that residents have person centred care plans developed as soon as possible after the person moves into the home. They told us that care plans are reviewed and amended regularly, that they reflect the goals of residents and that plans are available in suitable formats so that residents could understand them. When we visited the home we looked at care plans and found these to be detailed in describing the needs of residents. Care plans reflected the personal goals and aspirations of the people living in the home and their likes and dislikes. This information helped staff to be able to support people properly and to ensure that they were cared for in a way in which they chose. We saw that 24a Corporation Road DS0000017731.V376172.R01.S.doc Version 5.2 Page 11 care plans were regularly updated so that they reflected the changing needs of people living in the home. Residents were supported to be active and to take risks as part of living their lives as independently as possible. Residents could make choices about what they wished to do and to make decisions about the way they spent their time. On the day of the inspection one resident chose not to attend day centre and staff respected their decision and supported them in spending the day doing things they wished to do. We observed how staff engaged with residents and they treated residents with respect taking time to communicate and listen to them and residents appeared very comfortable and happy with staff. 24a Corporation Road DS0000017731.V376172.R01.S.doc Version 5.2 Page 12 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): This is what people staying in this care home experience: 12, 13, 15, 16 & 17 People using the service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People living in the home enjoy a lifestyle which suits their needs and their preferences for how they like to live their lives. EVIDENCE: The manager told us in the Annual Quality Assurance Assessment that they actively encouraged and supported residents to take part in activities of their choice (including day services, college placements, attending church, etc. They told us that a project vehicle, chosen with service-user input, facilitates access to the local community and is used for some service user holidays. When we visited the home we looked at how residents were supported to be part of their local community and to access opportunities for self development, leisure and socialising. We saw that residents were consulted individually and a 24a Corporation Road DS0000017731.V376172.R01.S.doc Version 5.2 Page 13 group about the things they liked to do. We saw that there were planned activities for residents as a group and individually to reflect each person’s needs and wishes. Residents were supported to attend local college, day centres where they could participate in occupational activities such as art and crafts. Residents could spend days at home enjoying magazines or spending time alone if they chose. We saw that residents were supported to keep and make contacts with family and friends. Residents could invite friends and family to the home for meals etc. Residents chose where they wished to go for outings and holidays and staff supported residents in choosing planning and taking holidays. We spoke with three residents. They told us that about the things they liked and were interested in and how staff helped them to do these things. Each of the three residents told us that they were happy living at the home and that they liked staff. We looked at the arrangements for ensuring that residents received a balanced and nutritional diet, which took into account special preferences and dietary needs. We saw that staff supported residents to shop, choose and prepare meals according to the individual’s abilities. We saw that there were menus which residents were involved in planning and which reflected a wide range of options to reflect the wishes of residents. 24a Corporation Road DS0000017731.V376172.R01.S.doc Version 5.2 Page 14 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19 & 20 People using the 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 the home are well cared for and supported for their personal and health care needs in they way they wish. EVIDENCE: The manager told us in the Annual Quality Assurance Assessment that there were no restrictions on when residents got up or went to bed etc. They said that residents had choices about the times and means of how staff carried out personal care tasks. They told us that staff requested home visits from doctors where residents choose not to go to the surgery and that staff received training in the safe handling and administration of medicines and were assessed periodically to ensure that they were competent. When we visited the home we looked at how staff supported residents for their health and personal care needs. We looked at the care plans for two people living in the home. Both people had a very detailed plan, which described the level of support they needed with personal care such as washing and dressing. 24a Corporation Road DS0000017731.V376172.R01.S.doc Version 5.2 Page 15 Care plans included details of resident’s preferences for washing and dressing and what part of each task they were capable of completing themselves. This helped staff to support people to remain as independent as possible and to promote choices. Care plans were written in a way, which reflected their personal goals. For example it was recorded for one person that their goal for bathing was ‘to have a good soak’ as this is what the resident wished for. Residents’ health care needs were described and the treatment and support each person required. Residents were supported to attend regular health screening appointments and to see their doctor when they felt unwell. Staff sought the advice of health and related specialists such as dieticians and physiotherapists and this was incorporated into residents care plans. We saw that staff had received training in the safe storage and administration of medicines. We saw that medicines were stored appropriately and staff kept accurate records for when they administered medicines to residents. At the time of the inspection none of the people living in the home were capable of safely retaining control of their medicines. 24a Corporation Road DS0000017731.V376172.R01.S.doc Version 5.2 Page 16 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 22 & 23 People using the service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People living in the home are treated well, safeguarded from harm and encouraged to air their views and concerns. EVIDENCE: The manager told us in the Annual Quality Assurance Assessment that there was a a clear and effective complaints procedure, which included a version suitable for residents to understand. They told us that there were stringent policies in place for safeguarding people whjo may be vulnerable and that staff were trained and provided with relevant information. When we visited the home we looked at how complaints were received and responded to and we looked at the arrangements in place for safeguarding residents. It had been identified in surveys that residents had completed as part of the home’s quality assurance programme that some residents were unaware of how to complain. As a result a workshop was organised where residents could attend to learn about how to make a complaint and how it would be dealt with. In addition residents from this home and others within the organisation were involved in developing the complaints policy and procedure in a user friendly format including a DVD and pictorial procedure. The manager told us that this has meant that residents speak with staff about the things they were unhappy about. 24a Corporation Road DS0000017731.V376172.R01.S.doc Version 5.2 Page 17 We looked at how complaints received within the previous twelve months had been received and dealt with. A number of complaints had been made by residents about one person’s behaviour. We saw that the issues had been discussed with ach person including the action being taken to resolve the issue. When we spoke with residents they told us that they could complain to staff if they were unhappy and that they were happy with how complaints were dealt with. We looked at the arrangements in place for safeguarding residents from harm. We saw that there were clear policies and procedures in place for staff to follow. Staff were recruited thoroughly and all the relevant checks including references from previous employers and Criminal Records Bureau disclosures were carried out before a person was employed to work in the home. Staff undertook safeguarding training and had access to policies and procedures to enable them to act appropriately. Staff we spoke with were aware of how to act if they suspected any ill treatment of residents. 24a Corporation Road DS0000017731.V376172.R01.S.doc Version 5.2 Page 18 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 24 & 30 People using the service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents enjoy a safe, clean and comfortable environment which suits their needs and reflects their individuality and choices. EVIDENCE: The manager told us in the Annual Quality Assurance Assessment the home provided a homely environment for residents and any equipment that they needed was available. They told us that residents were encouraged to personalise their communal space and bedrooms. When we visited the home we looked at the accommodation provided for residents. The home was set out in two houses, each with its own kitchen facilities, communal rooms such as lounges and bathrooms. There was a large room which residents used for activities, meetings or to take meals when they chose. 24a Corporation Road DS0000017731.V376172.R01.S.doc Version 5.2 Page 19 Residents had their own spacious bedrooms, which were decorated and furnished according to each individual’s choices. The home was clean and free from unpleasant odours. There was soap and towels in bathroom, laundry and kitchen areas so as to promote good hand washing practices and help minimise the spread of infections. The home had a dedicated storage area for wheelchairs and other equipment so as this did not encroach on resident’s communal or personal space. Residents had access to a payphone. Residents had access to a large garden area with seating and a parasol. Staff told us that residents were reluctant to use the garden preferring to spend their time in the communal lounges or their bedrooms. 24a Corporation Road DS0000017731.V376172.R01.S.doc Version 5.2 Page 20 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 32, 34, 35 & 36 People using the 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 well cared for by staff who are recruited thoroughly, trained and supported to be able meet their needs. EVIDENCE: The manager told us in the Annual Quality Assurance Assessment that staff were rigorously checked before they were employed and they were trained to meet the needs of the residents. They told us that training included distance learning and project work. They also said that staff were made aware of the treatments and therapies that residents received. When we visited the home we looked at how staff were recruited, trained and supported and the numbers employed meet the needs of residents. We looked at the files for three members of staff who had been employed since the last inspection. We saw that detailed checks were made for each person so at to determine their suitability to work at the home. A ten year employment history had been obtained, references from previous employers and Criminal Records 24a Corporation Road DS0000017731.V376172.R01.S.doc Version 5.2 Page 21 Bureau disclosures were obtained. Each candidate was interviewed and residents were given the opportunity to be part of the interview panel. Where they were involved their views about candidates were recorded and this was used in the decision making when choosing people to work in the home. Residents had undertaken training in recruitment and interviewing to help them with the process. The manager showed us the process for inducting staff when they started work. All staff spent a period of time, dependent on their prior experiences shadowing more experienced staff so that they became familiar with residents needs and how they liked to be supported. All staff received the organisations mandatory training within six months of commencing work. This included safeguarding vulnerable people, infection control, moving and handling people, food hygiene and safe handling and administration of medication. There was a system in place for identifying when training updates were required. In addition to this training some but not all staff had undertaken training managing challenging behaviour, caring for people who have autism, dementia, diabetes, continence management and makaton. All current staff had completed Learning Disability Award Framework, a set of qualifications appropriate to people who work with people who have learning disabilities. We saw that staff were supported by the homes management team and that they were supervised regularly so as to monitor work practices. We spoke with three members of staff and they told us that they received training they needed to be able to care for residents properly. We saw that staff were employed in appropriate numbers to meet the needs of people living in the home. At the time of the inspection one resident was unwell and required extra support. Extra temporary staff had been employed to provide one to one support for this person. We observed how staff supported residents. We saw that they provided person and general support and care in a caring and sensitive manner and that residents appeared very comfortable and happy. We spoke with one resident and they told us that they were ‘very well cared for’ and that ‘staff make me happy’. 24a Corporation Road DS0000017731.V376172.R01.S.doc Version 5.2 Page 22 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. Service users’ rights and best interests are safeguarded by the home’s record keeping policies and procedures. The health, safety and welfare of service users are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 37, 39 & 42 People using the service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is well managed. Residents actively participate and are involved in making decisions about how the home is run. EVIDENCE: The manager provided us with a comprehensive Annual Quality Assurance Assessment, which described how outcomes for people who lived in the home were met, identified areas where improvements could be made and a plan to make these improvements. During the inspection we looked at how the home was managed and how residents were consulted and involved in making decisions about the things which were important to them. 24a Corporation Road DS0000017731.V376172.R01.S.doc Version 5.2 Page 23 We spoke with the manager and he told us of the ways in which residents views were obtained. We saw that there were regular meetings where residents could discuss any issues, make suggestions for changes or improvement. The organisation had a quality assurance forum and resident’s forum. Residents were encouraged to be part of these and to be involved in affecting policies and procedures. We saw that two residents were regularly involved in projects to develop policies for the home. There was a system for obtaining the views of residents, their families and other people who were important to them by means of an annual survey. People were asked for their views on the things, which were important to them including their home life, how they spent their time, how staff supported them, how they could complain etc. We saw the results of the survey carried out for the previous year. We saw that generally both residents and their relatives were happy with the level of support and care that the home provided. Where areas for improvement were identified these were incorporated into the annual business plan It was identified that some residents were unsure as to how they could complain. As a result of this residents were offered the opportunity to help develop the new complaints policy and procedure and to attend sessions around safeguarding people who may be vulnerable. We looked at the procedures in place for safe handling residents monies. We saw that where possible residents were supported to be as independent as possible when managing finances. Staff kept detailed records supported by receipts and these records were checked regularly so minimise the risk of mishandling. We looked at the arrangements for ensuring that the home was managed and maintained to meet the needs of people who live there. We saw a sample of certificates and records which demonstrated that the systems, equipment and installations necessary for the running of the home were maintained in safe working order. There were regular checks carried out for hot water temperatures, fire alarms, gas and electrical equipment. Regular services were arranged for hot water and heating boilers, hoists etc. 24a Corporation Road DS0000017731.V376172.R01.S.doc Version 5.2 Page 24 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 4 2 4 3 X 4 X 5 X INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 4 23 4 ENVIRONMENT Standard No Score 24 4 25 X 26 X 27 X 28 X 29 X 30 4 STAFFING Standard No Score 31 X 32 3 33 X 34 3 35 3 36 3 CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 4 X 4 X LIFESTYLES Standard No Score 11 X 12 4 13 4 14 X 15 4 16 4 17 4 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 X 4 X 4 X X 3 X Version 5.2 Page 25 24a Corporation Road DS0000017731.V376172.R01.S.doc No Are there any outstanding requirements from the last inspection? STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations 24a Corporation Road DS0000017731.V376172.R01.S.doc Version 5.2 Page 26 Care Quality Commission Eastern Region Care Quality Commission Eastern Regional Contact Team CPC1, Capital Park Fulbourn Cambridge, CB21 5XE National Enquiry Line: Telephone: 03000 616161 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) Care Quality Commission (CQC). 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 CQC copyright, with the title and date of publication of the document specified. 24a Corporation Road DS0000017731.V376172.R01.S.doc Version 5.2 Page 27 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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