Care Home: 3 Edward Avenue

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What the care home does well People`s needs are set out in clear care plans. People are involved in making decisions about their lives. The plans help staff to provide the care and support that people need.People are provided with good support to take part in a range of activities they enjoy.Staff help people to see their doctor when they need to.Staff help people to take their medication safely.People feel staff treat them well. Staff listen to people and act on what they say.Staff are well trained. This helps to ensure they have the right skills to meet people`s needs. What has improved since the last inspection? Not applicable. This is the first inspection since the home has been registered. What the care home could do better: We have not made any requirements in this report. The manager has a plan of improvements she would like to make and should ensure they happen. Key inspection report Care homes for adults (18-65 years) Name: Address: 3 Edward Avenue 3 Edward Avenue Eastleigh Hants SO50 6EH two star good service The quality rating for this care home is: A quality rating is our assessment of how well a care home is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this full review a ‘key’ inspection. Lead inspector: Craig Willis Date: 0 1 1 2 2 0 0 9 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. The first part of the review gives the overall quality rating for the care home:  3 stars – excellent  2 stars – good  1 star – adequate  0 star – poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. 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. They reflect the things that people have said are important to them: 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 Adults (18-65 years) 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. 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 Information about the care home Name of care home: Address: 3 Edward Avenue 3 Edward Avenue Eastleigh Hants SO50 6EH 023 8065 1531 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): info@ilg.co.uk Independent Living in a Caring Environment (ILIACE) Ltd Name of registered manager (if applicable) Type of registration: Number of places registered: Conditions of registration: Category(ies) : care home 4 Number of places (if applicable): Under 65 Over 65 4 0 learning disability Additional conditions: The maximum number of service users to be accommodated is 4. The registered provider may provide the following category of service only: Care Home only (PC) to service users of the following gender: Either Whose primary need on admission to the home are within the following category: Learning Disabilities (LD) Date of last inspection A bit about the care home 3 Edward Avenue is registered to provide care and accommodation for four people with learning disabilities. Each person has their own bedroom with an en-suite shower room. All the bedrooms are on the ground floor and people share the use of a lounge, kitchen, dining room and garden. The home is situated in a residential area of Bishopstoke, close to local bus services into Eastleigh. 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 Individual needs and choices Lifestyle Personal and healthcare support Concerns, complaints and protection Environment Staffing Conduct and management of the home How we did our inspection: This is what the inspector did when they were at the care home We visited the home on 1 December 2009. During the visit we spoke with one person who lives in the home, two staff members and the manager. While we were in the home we looked at some of the records that staff keep. Before we visited the home the manager completed an annual quality assurance assessment, which she used to tell us about the work staff were doing with people who live at the home. We received completed surveys from three people who live in the home and two staff. What the care home does well Peoples needs are set out in clear care plans. People are involved in making decisions about their lives. The plans help staff to provide the care and support that people need. People are provided with good support to take part in a range of activities they enjoy. Staff help people to see their doctor when they need to. Staff help people to take their medication safely. People feel staff treat them well. Staff listen to people and act on what they say. Staff are well trained. This helps to ensure they have the right skills to meet peoples needs. What has got better from the last inspection What the care home could do better If you want to read the full report of our inspection please ask the person in charge of the care home If you want to speak to the inspector please contact Craig Willis CQC South East Citygate Gallowgate Newcastle Upon Tyne NE1 4PA 03000 616161 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 http:/www.cqc.org.uk/. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line - 0870 240 7535. Details of our 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) Outstanding statutory requirements Requirements and recommendations from this inspection 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, what they hope for and want to achieve, and the support they need. People can decide whether the care home can meet their support and accommodation needs. This is because they, and people close to them, can visit the home and get full, clear, accurate and up to date information. 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 the person 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. There are good systems to assess peoples needs before they are offered a place in the home. This helps to assure people that the home will be able to meet their needs. Evidence: The manager reported in the annual quality assurance assessment that peoples needs are identified through an assessment process that involves them and other important people in their lives. We inspected the records of two people who have moved into the home since it opened. Both people had a full assessment of their needs that was completed with them and with input from important people in their lives, for example relatives and previous staff who supported them. A transition plan was developed for each person and visits to the home were evaluated to ensure the staffing levels and identified support needs were correct. Three staff completed as survey for us. All three said they always receive up to date information on peoples needs. This was also reported by two staff members spoken with during the visit. Two people who live in the home completed a survey for us and both said they received enough information about the home before they moved in. Individual needs and choices 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 needs and goals are met. The home has a plan of care that the person, or someone close to them, has been involved in making. People are able to make decisions about their life, including their finances, with support if they need it. This is because the staff promote their rights and choices. People are supported to take risks to enable them to stay independent. This is because the staff have appropriate information on which to base decisions. People are asked about, and are involved in, all aspects of life in the home. This is because the manager and staff offer them opportunities to participate in the day to day running of the home and enable them to influence key decisions. People are confident that the home handles information about them appropriately. This is because the home has clear policies and procedures that staff follow. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People receive good support to make decisions about their lives and to develop detailed plans about how they want to be supported. This gives staff the information they need to provide care and support in the way that people want. Evidence: The manager reported in the annual quality assurance assessment that people have individual plans that are based on the assessments of their needs. The plans are developed with the person and their representatives where possible. During the visit we inspected the records of two people who live in the home. Each person had a set of care and support plans. These documents set out the support that staff should provide to meet peoples assessed needs. The plans had been developed with input from people themselves and had been regularly reviewed. The plans set out how people communicated decisions and the support people need to make decisions. Three people who live in the home completed a survey for us. All three said they were able to make decisions about what they do. This was also reported by the one person who lives in the home that we spoke with during the visit. Each person had a person centred plan, setting out their likes, dislikes and aspirations. Both of the records we inspected during the visit contained a set of risk assessments. These documents set out what hazards had been identified for people, the level of risk to the person and other people and actions that were necessary to manage the risk. The risk assessments were regularly reviewed, along with all other care planning documents. There was also evidence that risk assessments were reviewed following incidents to assess whether any changes were necessary. Lifestyle 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 can take part in activities that are appropriate to their age and culture and 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 and the home supports them to have appropriate personal, family and sexual relationships. People are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. Their dignity and rights are respected in their daily life. People have healthy, well-presented meals and snacks, at a time and place to suit them. People have opportunities to develop their social, emotional, communication and independent living skills. This is because the staff support their personal development. People choose and participate in suitable leisure activities. 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 good support for people to take part in a range of activities they have chosen, to maintain contact with family and friends and to plan and prepare healthy meals. This helps to ensure people live the lifestyle they choose. Evidence: People are supported to take part in a range of activities they have planned. These include attending college courses, football training, swimming, drumming. attending a social club and an arts and crafts session. One person spoken with during the visit confirmed that they were able to take part in the activities they had planned. People are supported to keep in contact with family and friends and staff provide support for people to visit relatives. The home does not have specific visiting times and people are supported to invite friends and family to visit. All three people who live in the home completed a survey for us and all three said they were able to do what they wanted to, including during the evenings and at weekends. People meet each week to plan their menu, with staff support to provide a balanced diet. Each person is supported to prepare and cook at least one meal a week. Mealtimes are flexible to fit around other activities and alternative meals are available if people want them. Personal and healthcare support 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 receive personal support from staff in the way they prefer and want. Their physical and emotional health needs are met because the home has procedures in place that staff follow. If people 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. If people are approaching the end of their life, the care home will respect their choices and help them to 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. Peoples personal and health care is well met by staff who know their needs and there are good systems to safely store and administer peoples medication. Evidence: The care plans contain details of the personal care support people need and how it should be provided. All three people who live in the home completed a survey for us. Two said staff always treat them well and listen to them and act on what they say and one person said staff sometimes do this. People are supported to attend a range of health services including GP, optician, nurse, dentist and consultant psychiatrist. Details of peoples health appointments are recorded, including any advice from the practitioner, any changes to medication and whether any follow up is needed. Medication is stored in a locked cabinet and a record is kept of all medication coming into the home and returned to the pharmacist for disposal. Peoples care plans contain details of the support they need to take medication, including the procedures for administering medication that has been prescribed to be taken as required. The medication administration records for the current month were inspected during the visit and had been fully completed. This gives details of the medication people have been supported to take, who provided the support and details of why any as required medication was administered. One person is currently prescribed a controlled drug. This medication was stored in a specific controlled drug cabinet and recorded in a controlled drug register. The balance of this medication recorded in the register matched the number of tablets held in the cabinet. The manager reported that she was currently looking at ways of supporting one person to be more independent with their medication. Concerns, 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. Their concern is looked into and action taken to put things right. The care home safeguards people from abuse, neglect and self-harm and takes action to follow up any allegations. 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. There are good systems for dealing with complaints and responding to allegations of abuse. This helps to give people confidence that any complaints will be taken seriously and responded to. Evidence: The home has a complaints procedure, which is supplied to everyone who lives in the home. All three people who live in the home completed a survey for us and all three said they know how to make a complaint. We spoke to one person who lives in the home during the visit who said they were confident any complaint would be taken seriously. The home has procedures in place covering keeping people safe and how they will respond to allegations of abuse. Staff have completed training in keeping people safe from abuse. Two staff spoken with during the visit demonstrated a good understanding of different types of abuse, signs of possible abuse and action to take if abuse is witnessed, reported or suspected. One incident has been reported to the local adult services team under the safeguarding procedures. The home was involved in this process and took appropriate action as a result of the investigation findings. Staff in the home do not operate any bank accounts for people, although the home does hold cash for some people. We checked the cash held against the records for one person and found it matched and had been accurately recorded. The cash was individually stored in a safe and in a security bag. 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, comfortable, 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. People have enough privacy when using toilets and bathrooms. 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 is well maintained and provides a clean, comfortable and safe environment for people. Evidence: Each person has their own bedroom, with an en-suite shower room. People share the use of a lounge, kitchen, dining room and garden. All of the shared areas of the home were viewed during the visit and all were clean and well maintained. The manager reported that the home was in the process of having some work undertaken as a result of ground movement, although this wasnt affecting people inside the home. There is a separate laundry room and there are infection control procedures in place. One person spoken with during the visit said they liked their room and the home was kept clean. Staff spoken with reported that maintenance issues were resolved quickly through the companys in-house maintenance team. 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, qualified 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. People’s needs are met and they are supported because staff get the right training, supervision and support they need from their managers. People are supported by an effective staff team who understand and do what is expected of them. 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 are thoroughly checked before they work in the home and receive good training. This helps to ensure peoples needs are met by the staffing arrangements. Evidence: Three of the seven permanent staff have completed the National Vocational Qualification at level 2 or 3. The manager reported that she hoped to enrol more staff on the award but the company is in the process of finding a new provider. We spoke with two members of staff during the visit. Both demonstrated a good understanding of peoples needs and said the team worked well together. The manager reported in the annual quality assurance assessment that suitable checks have been carried out on all staff who have worked in the home over the last year. We inspected the recruitment records of two staff members. Both records contained evidence that an enhanced criminal records bureau disclosure and two written references were obtained before they started work in the home. The provider has a training programme in place which staff access. The manager has an overview of all training staff have completed so she can monitor when people are due to complete refresher courses. Staff spoken with reported that the training was very good and relevant to their role. Two staff members completed a survey for us. Both said they are given training that is relevant to their role, helps them understand and meet peoples individual needs, keeps them up to date with new ways of working and gives them enough knowledge about health care and medication. Conduct and management of the 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 have confidence in the care home because it is run and managed appropriately. People’s opinions are central to how the home develops and reviews their practice, as the home has appropriate ways of making sure they continue to get things right. The environment is safe for people and staff because 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. They are safeguarded because the home follows clear financial and accounting procedures, keeps records appropriately and makes sure staff understand the way things should be done. 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 are good management systems in place to assess the quality of the service provided and ensure shortfalls in the service are identified and resolved. Evidence: The manager reported that she had been in post for approximately two months, since the previous manager left the home. The manager reported that she was aware of the registration process with us and had started the process of applying for registration as the manager. Staff spoken with said they found the manager open and supportive. Both staff members who completed a survey for us said they regularly meet with the manager for support and to discuss how they are working. A regional compliance manager visits the home each month to assess the quality of the service being provided. Reports of these visits are made and sent to the manager and the responsible individual within the company. The most recent report was inspected and contained an assessment of the service, linked to national minimum standards and the care homes regulations. The report contained a list of actions, that were timed and had a person listed as responsible for completion. These action are reviewed at the following visit. The manager reported in the annual quality assurance assessment that equipment in the home is regularly serviced and maintained. We sampled the servicing records for the fire alarm system, gas system, electrical appliances and fire fighting equipment. These records confirmed the managers report. The home has workplace risk assessments in place that are reviewed annually. These include control measures that people should take to manage any identified risks. Are there any outstanding requirements from the last inspection? Yes  No  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 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 Description 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 Description 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 Helpline: Telephone: 03000 616161 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) 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. - 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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