Care Home: 3 Norwich Road

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What the care home does well All three people living at 3 Norwich Road have information about the service and each person has their own care plan. Each person is able to have their own hobbies and interests and have regular contact with friends and family. All three people enjoy their meals and are involved in food shopping and deciding what they want to eat. Personal care and support is given in a way that each person wants. Medication is handled appropriately and is stored securely, together with the medication records.The people living at 3 Norwich Road feel safe and know who to talk to if they have any problems or concerns. 3 Norwich Road is a homely, comfortable and safe place to live, and each person has their own bedroom, which is personal and private. The home has robust recruitment policies and procedures and staff are well supported and receive good quality training. Overall, 3 Norwich Road is a well run home, in which the service users` health, safety and welfare is promoted and protected. What has improved since the last inspection? The manager ensures the Commission are informed of events in line with regulation 37. The medication records were found to be completed with no errors or omissions noted and regular audits take place. The staff files have been reorganised and information is now stored in clearly defined sections. Risk assessments have been completed in respect of the premises as a whole and fire. What the care home could do better: Although no requirements or recommendations have been made as a result of this inspection, more suitable premises (as acknowledged by Prospects) would benefit everybody living and working at 3 Norwich Road. CARE HOME ADULTS 18-65 3 Norwich Road Long Stratton Norwich Norfolk NR15 2PG Lead Inspector Debra Allen Unannounced Inspection 15th October 2008 01:30 3 Norwich Road DS0000027559.V373393.R01.S.doc Version 5.2 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address 3 Norwich Road DS0000027559.V373393.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Adults 18-65. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. 3 Norwich Road DS0000027559.V373393.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service 3 Norwich Road Address Long Stratton Norwich Norfolk NR15 2PG 01508 536059 01508 536103 manager.nrl@prospects-uk.org 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) Prospects Carole Margaret Thompson Care Home 3 Category(ies) of Learning disability (3) registration, with number of places 3 Norwich Road DS0000027559.V373393.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: None Date of last inspection: 12th July 2006 Brief Description of the Service: 3,Norwich Road is a semi-detached house situated in the village of Long Stratton several miles to the south of the city of Norwich. The registered accommodation consists of three single bedrooms, a kitchen/diner, a lounge and a staff office. There is a large rear garden and car parking to the front of the house. Fees are agreed according to each person’s individual care and support needs. 3 Norwich Road DS0000027559.V373393.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 2 stars. This means the people who use this service experience good quality outcomes. Care Services are judged against outcome groups, which assess how well a provider delivers outcomes for people using the service. The key inspection of this service has been carried out, by using information from previous inspections, information from the providers, the residents and their relatives, as well as others who work in or visit the home. This has included a recent unannounced visit to the home. This report gives a brief overview of the service and the current judgements for each outcome group. This inspection was carried out over a period of three and a half hours, during which time discussions were held with the registered manager and a member of staff, records and files were checked, observations of the premises were carried out and all three people living at the home were met and spoken with. An Annual Quality Assurance Assesment (AQAA) was also completed by the manager and submitted it to The Commission prior to this inspection. Additionally, an Annual Service Review (ASR) was completed by the Commission on 27th December 2007. No Requirements or recommendations have been made as a result of this inspection. What the service does well: All three people living at 3 Norwich Road have information about the service and each person has their own care plan. Each person is able to have their own hobbies and interests and have regular contact with friends and family. All three people enjoy their meals and are involved in food shopping and deciding what they want to eat. Personal care and support is given in a way that each person wants. Medication is handled appropriately and is stored securely, together with the medication records. 3 Norwich Road DS0000027559.V373393.R01.S.doc Version 5.2 Page 6 The people living at 3 Norwich Road feel safe and know who to talk to if they have any problems or concerns. 3 Norwich Road is a homely, comfortable and safe place to live, and each person has their own bedroom, which is personal and private. The home has robust recruitment policies and procedures and staff are well supported and receive good quality training. Overall, 3 Norwich Road is a well run home, in which the service users health, safety and welfare is promoted and protected. What has improved since the last inspection? What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. 3 Norwich Road DS0000027559.V373393.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 3 Norwich Road DS0000027559.V373393.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. JUDGEMENT – we looked at outcomes for the following standard(s): 1 & 2 - Quality in this outcome area is good. Service users have information about the service at 3 Norwich Road and their individual needs and aspirations continue to be assessed on an ongoing basis, which helps ensure the service continues to meet their needs. This judgement has been made using available evidence including a visit to this service. EVIDENCE: A clear and detailed Statement of Purpose and Service User Guide continue to be in place, with the Service User Guide written in ‘easy to understand’ language. As with previous inspections, there have been no new admissions for some years, all three residents remain settled and there are no foreseeable plans for any future admissions. Discussions with the manager, and the care plans looked at, confirmed that all three people currently living at 3 Norwich Road, have their needs assessed on a regular basis, with changes being made if and when necessary. Meanwhile, the organisation is still looking for a more suitable property for all three people to move to. 3 Norwich Road DS0000027559.V373393.R01.S.doc Version 5.2 Page 9 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. JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7, 8, 9 & 10 Quality in this outcome area is excellent. All three people living at 3 Norwich Road continue to be able to make decisions about their lives and their assessed and changing needs and personal goals are reflected in their personal plans. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Personal records and care plans were looked at for all three residents and each of these were found to contain detailed information about each individual and how they are supported. These were also noted to have been updated on a regular basis. Each person has a “This is Me” folder, which is kept in their own rooms and, in addition to a copy of the Statement of Purpose and Service User Guide, the contents include the following: 1. 2. What is in my personal records My personal information DS0000027559.V373393.R01.S.doc Version 5.2 Page 10 3 Norwich Road 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. My health and medication My Essential Lifestyle Plan My daily notes and Key/Link-worker meetings My money and my agreements My reviews My Letters Records of accidents and risk assessments My comments and complaints This section is for me only! Other information about me It was noted that each section is supported by photographs, writing and symbols to help each person understand what is in their folders. Each of the above sections was seen to be very detailed and also contained excellent personal details and descriptions throughout, including moods, expressions, likes and dislikes, daily routines and day services schedules. A lot of time and effort has obviously been spent with each individual in order to produce and maintain these care plans in a way that makes sure that staff can consistently support people in the way they prefer. Risk assessments were also seen to be compiled on an individual basis and included areas such as support required while in the garden, using the kettle, using the microwave, road awareness, being alone with strangers and travelling in the car. The risk assessment format was seen to be informative but easy to follow with information recorded under each of the following headings: What the activity is Can the activity be eliminated What are the dangers in the activity What measures will keep the person safe Is the activity low, medium or high risk Any extra, helpful, information All the information seen, discussions and observations, provided good evidence that people are strongly encouraged to do things for themselves and are actively involved in all aspects of life at 3 Norwich Road. Meanwhile, most other records continue to be stored in the upstairs office, ensuring confidentiality is maintained. 3 Norwich Road DS0000027559.V373393.R01.S.doc Version 5.2 Page 11 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): 11, 12, 13, 14, 15, 16 & 17 Quality in this outcome area is good. All three people living at 3 Norwich Road continue to be able to pursue their own hobbies and interests and have individual day placements during the week. Regular contact with friends and family is maintained and each person continues to enjoy their meals, be involved in food shopping and deciding what they want to eat. This judgement has been made using available evidence including a visit to this service. EVIDENCE: All three people were seen and spoken to, on their return from day services, and each person appeared happy living at 3 Norwich Road. Observations, records seen and discussions provided confirmation that each person continues to have their own hobbies and interests and undertakes regular activities such as football, swimming, bowling, walking, going to Church, keep fit, cooking, listening to music. Some recent outings included, seeing a show, going to the beach, going to the park and coffee/meals out. 3 Norwich Road DS0000027559.V373393.R01.S.doc Version 5.2 Page 12 Information provided during the inspection confirmed that all three people continue to maintain contact with friends and family members. The weekly menus were seen to offer a good variety of nutritious meals and records, observations and discussions provided evidence that each person is actively involved in various aspects of choosing, preparing and cooking the meals. Some examples from the menus included: Breakfast: Fruit Juice, Cereals or Porridge & Coffee Lunch: Cheese/Ham Salad Sandwich, Yoghurt, Banana, Water/Squash Scrambled Egg on Toast, Pineapple Sandwiches, Carrot Cake Quiche, Salad, Jelly with Fruit Sausage Casserole Beef and Vegetables Shepherds Pie Vegetable and Lentil Pie Pork with Vegetables or Rice Lasagne Roast Chicken Spaghetti Bolognaise Cake Crackers and Cheese/Ham Fruit Cocktail Shandy/Guinness Cappuccino Dinner: Supper: Each day was initialled on behalf of the person who had made the choices for the menu that day. One person’s ‘healthy eating’ programme was seen to be positively supported, in a manner that didn’t make them feel excluded from the usual menu and mealtime routines. 3 Norwich Road DS0000027559.V373393.R01.S.doc Version 5.2 Page 13 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. JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19, 20 Quality in this outcome area is good. Each of the three people living at 3 Norwich Road receives personal care and support in the way they choose and their physical and emotional healthcare needs continue to be met. Medication is handled appropriately and these, together with medication records, are stored securely. This judgement has been made using available evidence including a visit to this service. EVIDENCE: As with previous inspections, all three people continue to be capable of carrying out most of their own personal care needs and generally only require encouragement and prompting from support staff. Each person continues to be registered with the local doctor and dentist and visits to other healthcare professionals such as optician and chiropodist were also noted. The care plans were seen to be regularly updated and include information regarding all healthcare issues and appointments. 3 Norwich Road DS0000027559.V373393.R01.S.doc Version 5.2 Page 14 Improvements were noted, since the last inspection, with regard to informing the Commission of events in line with regulation 37 and the medication records were found to be completed with no errors or omissions noted. The contents of the medication folder was seen to include the following: 1. 2. 3. 4. 5. 6. List of Employees (authorised/trained to administer medication) Medication Profiles (these included a photograph of each person, their name, date of birth and a description of the medication and its purpose). Medication List Medication Policy Medication Audits Record of Spot Checks 3 Norwich Road DS0000027559.V373393.R01.S.doc Version 5.2 Page 15 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. JUDGEMENT – we looked at outcomes for the following standard(s): 22 & 23 Quality in this outcome area is good. The people living at 3 Norwich Road feel safe and know who to talk to if they have any problems or concerns and they are protected from abuse, neglect and self-harm as much as is possible. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Discussions and information contained in the AQAA (Annual Quality Assurance Assessment) confirmed that no complaints have been made or received since the last inspection. All three people appear to continue to be settled at 3 Norwich Road and discussions confirmed that they were happy and felt safe there. Other information provided in the AQAA confirmed that most complaints are dealt with at source and the staff and residents are able to make complaints without fear of repercussions. Staff receive regular training on the prevention of abuse, all allegations of abuse are taken seriously and appropriate action is taken accordingly. 3 Norwich Road DS0000027559.V373393.R01.S.doc Version 5.2 Page 16 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. JUDGEMENT – we looked at outcomes for the following standard(s): 24, 25, 26 & 30 Quality in this outcome area is good. 3 Norwich Road is a homely, comfortable and safe environment, which is clean and hygienic and people’s bedrooms are personal and private. However, the building itself is tired and in need of some redecoration/repair work. This judgement has been made using available evidence including a visit to this service. EVIDENCE: All three people living at the home have their own bedroom, one on the ground floor and two on the first floor. Each person’s bedroom was seen to be individual and personalised and one person was particularly proud of their collection of football posters and souvenirs. As mentioned in previous reports, Prospects have recognised and acknowledged that 3 Norwich Road isn’t entirely suitable for the people 3 Norwich Road DS0000027559.V373393.R01.S.doc Version 5.2 Page 17 currently living there and plans to find, and move to, a more suitable property are ongoing, with the involvement of the three current residents. Meanwhile, overall, the home was found to be clean, hygienic and free from hazards. 3 Norwich Road DS0000027559.V373393.R01.S.doc Version 5.2 Page 18 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. JUDGEMENT – we looked at outcomes for the following standard(s): 32, 33, 34, 35 & 36 Quality in this outcome area is good. 3 Norwich Road has robust recruitment policies and procedures and staff are well supported and receive good quality training, which helps to ensure service users are protected. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Staff rotas were looked at as part of the inspection and these confirmed that there is always at least one member of staff on duty during the times when people are at home and one staff member sleeps in each night. An excellent induction folder and summary of each individual’s “This is Me” was seen to be provided for agency staff, although a discussion with the manager confirmed that agency staff had not been used since July 2007. This information can also be used by any new staff to help ensure consistent support is provided. 3 Norwich Road DS0000027559.V373393.R01.S.doc Version 5.2 Page 19 The staff files that were looked at have been reorganised since the last inspection, in line with a previous recommendation. These files contain a photograph of the staff member and information is now stored in clearly defined sections such as: Support Notes Application Forms Interview Report References Correspondence Appraisals Salary Training Holidays Appropriate references and clear, enhanced, Criminal Records Bureau (CRB) disclosures were also found to be recorded and stored within the staff files. A discussion with the manager confirmed that she completed her Registered Manager’s Award in October 2007 and two of the three permanent staff members have completed their NVQ3. All staff have received training in areas such as First Aid, Moving & Handling, Health & Safety, Infection Control, Fire Safety, Challenging Behaviour and Adult Protection. One staff member was spoken to during the inspection and they confirmed that they were happy working at 3 Norwich Road and received regular training and supervision. 3 Norwich Road DS0000027559.V373393.R01.S.doc Version 5.2 Page 20 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. JUDGEMENT – we looked at outcomes for the following standard(s): 37, 39 & 42 Quality in this outcome area is good. 3 Norwich Road is a well run home, in which the service users overall health, safety and welfare is promoted and protected. An effective quality assurance process is also in place, which helps ensure good practice is monitored and peoples views are listened to. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The manager has been in place for a number of years and completed her Registered Manager’s Award in October 2007. Questionnaires continue to be given to service users, their friends and family and other professionals, which ask for their feedback and comments about the 3 Norwich Road DS0000027559.V373393.R01.S.doc Version 5.2 Page 21 service and the manager confirmed that any issues raised are responded to appropriately. Risk assessments have been completed in respect of the premises as a whole and fire, in line with a previous requirement and other regulated checks for fire, environmental health, water and electric were found to be satisfactory and cleaning materials/hazardous chemicals were seen to be stored appropriately. 3 Norwich Road DS0000027559.V373393.R01.S.doc Version 5.2 Page 22 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 3 2 3 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 3 23 3 ENVIRONMENT Standard No Score 24 2 25 3 26 3 27 X 28 X 29 X 30 3 STAFFING Standard No Score 31 X 32 3 33 3 34 3 35 3 36 3 CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 4 3 3 4 3 LIFESTYLES Standard No Score 11 3 12 3 13 3 14 3 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 X 3 X 3 X X 3 X 3 Norwich Road DS0000027559.V373393.R01.S.doc Version 5.2 Page 23 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations 3 Norwich Road DS0000027559.V373393.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Eastern Region Commission for Social Care Inspection Eastern Regional Contact Team CPC1, Capital Park Fulbourn Cambridge, CB21 5XE National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI 3 Norwich Road DS0000027559.V373393.R01.S.doc Version 5.2 Page 25 - 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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