Care Home: Abbey Court Care Home

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Inspecting for better lives Key inspection report Care homes for older people Name: Address: Abbey Court Care Home Buxton Road Leek Staffordshire ST13 6NF     The quality rating for this care home is:   three star excellent service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Keith Jones     Date: 1 9 0 1 2 0 0 9 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 30 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.csci.org.uk Internet address Care Homes for Older People Page 3 of 30 Information about the care home Name of care home: Address: Abbey Court Care Home Buxton Road Leek Staffordshire ST13 6NF 01538386523 01538386573 adam@knightsassociates.com Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Knights Care Ltd Name of registered manager (if applicable) Mrs Wendy Goodwin Type of registration: Number of places registered: Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category physical disability Additional conditions: Age: Physical disability - Code PD age 50 and above. Dementia - Code DE age 50 and above. The maximum number of service users who can be accommodated is: 52 The registered person may provide the following category of service only: Care Home with Nursing (Code N) To service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category (OP) 52 Physical disability (PD) 52 Dementia (DE) 10 Date of last inspection Brief description of the care home Abbey Court is a care home providing personal and nursing care for up to 52 elderly people, including care for people with mental disorder, dementia, and physical Care Homes for Older People Page 4 of 30 care home 52 Over 65 0 52 0 10 0 52 Brief description of the care home disabilities. The home is owned by Mr Adam Knights under the registered name of Knights Care Limited. The home is located on the outskirts of the Staffordshire Moorlands town of Leek. There are no amenities within the immediate vicinity but transportation can be provided to take people to Leek town centre where there is a choice of shops, public houses, banks and churches. The home was purpose built several years ago, and consists of two floors served by a passenger lift. There is a car-parking facility at the entrance and rear of the home. Gardens are readily accessible including for wheelchair users. The accommodation provides mostly single bedrooms, some of which have en-suite facilities. Two bedrooms are large and equipped with bed-sit facilities. A separate room is identified for relaxation and is equipped with relaxation equipment. There is ample dining and sitting accommodation provided in the establishment. The full range of fees were not detailed in the services Statement of Purpose or Service User Guide documents as routine. The reader may wish to contact the service to obtain more detailed and up to date information about fees. Care Homes for Older People Page 5 of 30 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: three star excellent service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: We conducted this unannounced inspection with the Registered Care Manager and senior nursing and care staff on duty, whose input contributed to this report. We also had with us on the inspection an expert by experience, whose input also contributed to this report. An expert by experience is a person who, because of their shared experience of using services and ways of communicating, visits a service with an inspector to help them get a picture of what it is like to live in, or use the service. Our inspection of the building allowed us free access to all areas and open discussion with people who use the service, relatives and staff. There were 49 people in residence on the day of our inspection. We looked at how care is being arranged and supported for a range of people with health care needs. To do this we looked at (case tracked) Care Homes for Older People Page 6 of 30 four peoples care records from pre-admission to the present time, and three staff files were examined. We also looked at other information such as complaints, incidents, events and other professional reports. We took the opportunity to speak with a number of people who use the service, relatives and members of staff, who took an active role in the inspection process, and contributed to the subsequent report. We acknowledged receipt of the Annual Quality Assurance Assessment (AQAA), and seven survey forms we issued to people who use the service some weeks before the inspection. The AQAA is a self-assessment that focuses on how well outcomes are being met for the people using the service. It also gave us some numerical information about the service. We inspected a sample review of administrative procedures, practices and records, confirming consistent good practice and effective management. There followed a report feedback, in which we offered an evaluation of the inspection, indicating those recommendations resulting from the inspection. What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. Care Homes for Older People Page 8 of 30 The report of this inspection is available from our website www.csci.org.uk. You can get printed copies from enquiries@csci.gsi.gov.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 9 of 30 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 10 of 30 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The needs of people are appropriately assessed before they are offered a place. They and their relatives can be confident that the service will be able to meet their needs. Evidence: We examined the services recently revised Statement of Purpose and Service User Guide, and found them to provide an informative description of the homes aims, objectives, and the way it operated. We saw that the Statement of Purpose could be produced in large print, as and when necessary. We consider that the Service User Guide presented in an audio and pictorial version would help people to make an informed choice. It is stated in the AQAA, and we recognised that the Statement of Purpose represents the basis on which the home operates upon, offering those people who may use the service, and their relatives, the opportunity to make an informed choice about where to live. Care Homes for Older People Page 11 of 30 Evidence: Through our case tracking of four peoples care records we clearly identified that the Care Manager, or her deputy, at the point of reference, conducted the pre-admission assessment. We found that the documentation identified a clear dependency assessment, forming a comprehensive foundation for care planning to meet needs, which included a copy of the care plan from social services prior to admission. The objective is for this assessment to be produced with the full involvement of people who may use the service and their family, allowing them to influence the direction of care. We found this to be true, with each individual having a plan of care, which included a detailed care plan, daily care programme, and risk assessments with goals and outcomes. Any special needs of the individual were discussed fully and documented, ensuring their personal needs would be met. During the course of our inspection we had opportunities to sit and talk with people who use the service, staff and a number of visitors. We found evidence that much care had been taken in involving people and their families in the admission process. We received plenty of comments and descriptions from friends. The information I received was very informative and helpful. From our discussions it was clear that people are able to visit and assess the facilities and suitability of the Home at any reasonable time, and to meet with staff and management. Staff are aware of the special period of personal anxiety that people have under those conditions, a point well illustrated when talking to people, and examining records on case tracking. No intermediate care took place in the home. Care Homes for Older People Page 12 of 30 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The health and personal care, which people receive, is based on meeting personal needs, with clear principles of respect, dignity and privacy put into practice. Medicine administration systems are safe and secure. Evidence: Those care records we examined provided clear evidence to show that the preadmission assessment represented the foundation for a well considered and detailed care planning process, in association with Social Services reports. We found that the profile of each persons social, physical and psychological status offered an individual plan of care, based upon dependency assessment and activities of daily living, frequently reviewed in an individual plan of care that is reviewed weekly, to reflect their changing needs and adapting care profiles, supported with a substantial and very informative daily progress report. The AQAA stated, and we confirmed, that those people who use the service, families and friends are invited to participate in the care planning process. A newly introduced computer system was found to be well maintained, secure, and constantly updated, with staff seen to be inputting data in an Care Homes for Older People Page 13 of 30 Evidence: ongoing basis, which produced a thorough and up to date report base. Case tracking confirmed to us that specialist support and advice are sought as needed, with each person having access to a local Doctor, Dentist, Optician, Chiropodist, and Occupational Therapist as required. Through case tracking, our discussions and inspection of records, it was recognised that the home arranges for health professionals should special health care needs be recognised. Our observations showed that generally people using the service appeared to be content, comfortable and happy with their lifestyle, complimentary regarding the quality of their lives and the care they were receiving at Abbey Court. Comments we received during the course of inspection from people using the service, visitors and professionals: Abbey Court is wonderful, Im very happy with the way they look after me here. On presenting new people for assessment, and reviewing their care, I have always found the quality of assessment, care and standards to be excellent All the staff are caring, understanding and respect my mums privacy. The expert by experience was able to talk with a number of people using the service and their visiting relatives, receiving mainly complimentary remarks about their lifestyle and quality of care and service given. We confirmed that the administration of medicines adhered to procedures to ensure protection for people who use the service. We found that the care manager is responsible for overseeing all matters relating to medicines, with senior nurses and care staff in support. She has effected a well developed, and smooth process of ordering, receiving, storing, administering and disposing of medicines. Records were seen to be complete and easy to follow through, with no observed breaches in the system. Controlled Drug management was comprehensive. The Homely Medicines arrangements would be further complemented with an updated acknowledgement of doctors attending people who live in the home. It is stated in the services Statement of Purpose and the AQAA, that independence, privacy and dignity are encouraged, with the full involvement of family in all matters concerning the well being of people. This was confirmed in our discussions with people who use the service. visitors and staff. Relatives and friends have freedom of visiting, which emphasised the importance of maintaining social contact. We looked at bedrooms presented to facilitate privacy for the individual, which included medical examinations and personal care procedures being performed in private. Our discussions with people confirmed that individual spiritual persuasions, and diversity was seen to be respected. There are regular Church of England services held Care Homes for Older People Page 14 of 30 Evidence: monthly, and a Roman Catholic priest visits on request. We were impressed with the confidence and closeness within the Home and the mutual respect that prevailed. Our discussion with visitors on the day was a fruitful exchange, with all being very complimentary of care. Care Homes for Older People Page 15 of 30 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Peoples rights to live a meaningful life are promoted, and people are offered opportunities to exercise choice and control over their lives. People are offered a healthy, well balanced diet. Evidence: We found daily life to be flexible to accommodate peoples needs and capabilities, offering choices at meal times, and during personal and social activities, including recognition of varied religious needs. Our discussions with people who use the service and staff, identified a relaxed atmosphere in which peoples needs were respected, with the security that there are familiar events to the day they could relate to. We acknowledge that Abbey Court employs two activity coordinators in social activities, recognised as an important part of the care process, as evidenced in examination of records, discussion with staff, and with Weekly activity records, as demonstrated by an activity board at the reception area, identifying the social events of that week, which included film afternoons, bingo, trips for dances, afternoon teas and coffee events and entertainment organised by the Home. The Home operates a mini-bus, which is consistently used to carry people to a variety of functions and Care Homes for Older People Page 16 of 30 Evidence: events, including a regular visit for people to Manchester City football ground for home matches. We were informed that the Home is planning extended activities to add to those already in place, including more involvement with people confined to bed. On the day of inspection the activity coordinators were seen to be actively engaged, including participating in the hairdressing activity, encouraging and developing as a social event. Comment from the expert by experience: During the whole of my visit I witnessed staff dealing sympathetically with residents. Although obviously busy with various duties all seemed able to take a little time to sit with residents and exchange a few words. Endeavours are made to organise activities and to ensure that all are given an equal opportunity to participate. The need to have one to one supervision obviously restricts the number who can be involved in trips out. The arrangements for baking sessions involving patients is a commendable way of keeping people in touch. Comments from peoples surveys showed: Not able to participate in much. The Staff do their best to lay on entertainment and take us shopping, etc, from time to time. Families and friends are actively encouraged to participate in the daily life of the home, with no restriction being placed on visiting times. During the course of the inspection we saw staff and visitors interact with people in a positive and polite manner. Comments from visitors, one who came every day were: Its always a pleasure to come out to Abbey Court, no matter what time it is, the staff are wonderfully patient and always helpful, and I get a cup of tea, and X is limited in what he can participate in, but he is invited by the staffs encouragement. It is stated in the Statement of Purpose and AQAA, that personal choice, dignity and self determination are respected in policy and action, which we found to be true. Those individuals rooms we inspected showed a very positive influence of personalisation in the inclusion of belongings, some furniture and general decor, demonstrating a degree of expressed individuality. The Home operates a secure system of handling peoples monies, with only small amounts of petty cash, which was efficiently handled through the administrators office, and subject to internal inspections and audits. We found that the high standards of catering at Abbey Court continue, offering an excellent service, to which all those people we spoke with being complimentary of all aspects of quality. A menu on a six weekly cycle offered a wholesome, varied and excellent choice. We confirmed that the cook knew each person using the service, and some of the relatives. Individual preferences were conveyed to the catering staff, who Care Homes for Older People Page 17 of 30 Evidence: met with, and discussed their requirements. A very pleasant lunch was served during inspection, served in pleasantly furnished and clean dining rooms. Staff were seen to offer discreet assistance to those who required it. The choice of dining room, lounge or bedroom was at the discretion of People in the home. People interviewed confirmed that that the quantity and quality food provided was good: Comments receive from our survey showed: Meals are well cooked and varied, but become boring after a while. The meals are generally satisfactory and we appreciate being able to dine in our own room. Care Homes for Older People Page 18 of 30 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are given opportunities to freely express any concerns, and these are quickly responded to. People are protected from abuse, and their human rights are promoted. Evidence: Through the course of inspection we confirmed that peoples legal rights are protected by the systems in place in the home to safeguard them, including the continual review and assessment of care planning, and policies in place, including the complaints procedure. The complaints policy and records of complaints dealt with were examined, which evidenced handling of peoples and families concerns in a meaningful and effective manner. From our discussions with people who used the service it was evident that any small matters were handled immediately, discretely and to the satisfaction of all concerned. Some comments we received through our surveys, and with talking to people were: The Matron is always ready to listen to our requirements. If Im not happy, in my way I know I can ask the manager of the home, or my member of staff. What few complaints we make are extremely trivial. We do miss being able to make tea in our own room. No complaints to date. Nobody listens, Answered by son, not had to Care Homes for Older People Page 19 of 30 Evidence: complain and Dont need to. No complaints or safeguarding issue had been received by us since our last inspection. The overall policy of openness and transparency was acknowledged. We were informed that all the people who used the service had received information on the procedure to complain, including reference to us. This process was evidenced on examination, and case tracking, as previously reported upon. Discussion with the Care Manager confirmed that there continues to be a satisfactory protocol, and response to anyone who may report any form of abuse, to ensure effective handling of such an incident. The Annual Quality Assurance Assessment completed by the service prior to the inspection confirms all staff employed in the last 12 months have undertaken a satisfactory Criminal Records Bureau (CRB) check, confirmed by examining four staff files. Care Homes for Older People Page 20 of 30 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The Home provides a safe, well-maintained, clean and comfortable environment for the people who use the service, which encourages independence. Evidence: External access is satisfactory for visitors, with adequate parking. The patio area is exceptionally well maintained, offering a very pleasant area for relaxation, although there is no appreciable garden space. The expert by experience commented: I visited the outside area for residents use and was very impressed to find it neat and tidy despite the overcast nature of the day; there was an obvious effort to keep the area in good condition even in the winter season. Excellent seating facilities and well maintained borders. We found the internal access had ample fittings of hand and grab rails in well lit and airy corridors, allowing wheelchair access throughout all areas of the home. The Care Manager confirmed to us a willingness on the part of management to meet any reasonable demand for special needs. On inspection we found bedrooms well equipped and maintained to provide for peoples individual needs and preferences, highly personalised, with most displaying their own furniture and belongings. Overall the attention to detail has presented a high Care Homes for Older People Page 21 of 30 Evidence: quality, yet homely and comfortable environment. Several people we spoke to in general expressed a sense of belonging and satisfaction in the quality and presentation of their living areas. All communal areas were seen to be of a high standard, providing two main lounge areas that were pleasantly decorated, providing good quality furnishings and items to provide comfortable areas where people were able to interact with their friends, or to entertain their guests. Each lounge doubling up as dining areas, seen to be well furnished and presented, to provide a pleasing environment to enjoy a good meal. There are also two smaller lounges available for the reflective mood, and a small area presently being redecorated for an arts and craft activity area. A hairdressing salon is used twice a week. The Expert by experience commented: My initial impression of excellent decoration and furnishing was not at any stage altered. Light colours and excellent natural lighting (backed up by modern artificial lighting where necessary) in all areas. All the bedrooms I saw were well decorated, neat and tidy. The shower and bathrooms seen were also well appointed. Toilets and bathrooms were located in close proximity to bedrooms and communal areas. The housekeeping services in the Home were seen by us to be of a high standard. The people spoken to generally remarked that they find the environment always very clean and fresh. A comment from a survey we sent out earlier to people who live in the Home: All the rooms at Abbey Court are very well attended to, always clean and tidy. The home achieves a high standard of cleanliness. Very clean and tidy at all times, much superior to other homes I have experienced. The kitchen was inspected with the cook, and found to present a well equipped and organised area. We spoke with the cook who confirmed to us that she actively engages with people who use the service to determine their needs and likes and dislikes. The Annual Quality Assurance Assessment completed by the service prior to the inspection confirmed to us that the service complies with the requirements of the local fire service, and environmental health department, and records are kept accordingly. Care Homes for Older People Page 22 of 30 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Staff in the Home are trained, skilled and in sufficient numbers to fulfill the aims of the unit and meet the changing needs of people using the service. Evidence: We confirmed that there were 49 people living in the home on the day of the inspection, of which 34 people need nursing care. We examined three weeks of staffing rotas which showed to us a satisfactory balance between skills, experience and numbers to provide an excellent standard of care, led by the Registered Manager, supported by a team of Registered Nurses and care staff. Agency staff are rarely used. Discussions with staff also confirmed their commitment to providing a quality service, and their awareness of the principles of good practice. At the time of the inspection there were two Registered Nurses and seven care staff on duty. The home has two activity coordinators, working 55 hours a week. There is also a satisfactory complement of housekeeping, catering and laundry staff; maintenance and an administrator working 30 hours week. The Registered Provider works full time in administration and management support. We sampled three staff files, and found them to be consistent and up to date, although needing organising, to demonstrate more clearly the good standards observed. Staff Care Homes for Older People Page 23 of 30 Evidence: are employed in accordance with the code of conduct and practice set by the General Social Care Council. We recognise that the management have established a solid procedure for interview, selection and appointment of staff, reinforcing the policy that the thoroughness of staff selection has a significant effect upon the provision of care, to ensure protection of people. We saw that all new team members receive a thorough induction programme, which meets nationally recognised standards, and an ongoing training and development plan for all staff. The records we examined showed that 50 of care staff are in receipt of National Vocational Qualification (NVQ) level II or level III, with a further 10 undertaking NVQ training at the time of inspection. We confirmed from staff records that ten staff are registered first aiders. Overall the evidence shows a substantial account of a meaningful schedule of training to meet essential and specific demand. Some comments we received from surveys sent out before the inspection: They usually listen and try to meet our needs. In my opinion, insufficient staff, particularly at night. Staff hard working and kind. Remarkably patient with difficult old people!. They do their best, unless there is any sickness, making staff shortages. Records were available to demonstrate an on-going process of regular supervision and supervised practice, showing training sessions and appraisals to be a routine feature of staff development. Care Homes for Older People Page 24 of 30 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People can be assured that the home is run in their best interests. The ethos of the service is based on openness and respect. The care team, through good working practices, promote the health, safety and welfare of people who use this service. Evidence: We acknowledge that the Care Manager Wendy Goodwin has continued to demonstrate a clear competence over 14 years in managing Abbey Court, in establishing a solid professional management style that has been implemented, to achieve excellent standards of set aims, objectives and care. A Registered Nurse, she also has the Registered Managers Award, is a NVQ Assessor, and has actively promoted, and enhanced the Key worker and Named Nurse team concept. The Registered Provider has demonstrated a high profile and involvement in the smooth running of the home, and is prepared to delegate a wide range of management responsibility to good effect. Care Homes for Older People Page 25 of 30 Evidence: We acknowledged the openness and confidence in the observed interactions of staff, relatives and people who live in the home; the relationships were seen to be of mutual trust and respect. Several comments made by people who live at Abbey Court, and visitors we spoke with, reinforced the strong foundation of confidence they had in the care leadership. Comments we received from staff interviewed on the day: The manager is very approachable and fair, she leads by example, and has my full commitment in keeping the standards of care as high as we possibly can. Since coming back to working in Nursing Homes I have been very impressed with the highly professional approach to providing a quality service with high standards. The managers have always been seen to lead, and to deal directly to people in a very caring manner. Our examination of records showed that appropriate risk assessments are in place for people, through care planning and recording, staff selection and of the general environment, these are up to date and accurate. Staff supervision was seen to be conducted at variable times, and would be more effective performed at regular intervals. The services completed AQAA states that the home has quality monitoring systems in place, and they also consult the people who use the service and their relatives about the service. We identified that individuals are encouraged to be independent with regard to financial affairs with the assistance of their relatives, with small amounts of cash efficiently handled by the administrative officer. We examined the outcome of the recent internal survey conducted with people living in the home, and their relatives. The results showed a clear indication that the home is run in those peoples best interests. We made a random sample examination of the procedures manual, and found it to offer a very comprehensive reference. Policies on medication administration, managing abuse and challenging behavior were examined, and found to be up to date and informative. Equality and diversity issues were also discussed covering a wide range of issues, including food, religion and staffing. A comment from the expert by experience indicated: My overall impression of Abbey Court is that it is a very good care home. During my visit residents appeared comfortable and content; the staff are well dressed in recognisable uniforms and went about their duties in a calm, skillful manner. We found the administration and management of the home is efficient, uncomplicated and sensitive to the needs of people living in the home. Care Homes for Older People Page 26 of 30 Care Homes for Older People Page 27 of 30 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 28 of 30 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations 1 1 That the Statement of Purpose and Service User Guide be updated to reflect change and that consideration be given to producing the documents in larger print and audio versions, to assist people with poor eyesight to make an informed decision. A Concerns, Complaints and Allegation book be established to more effectively monitor incidents. As a course of good practice COSHH laminate posters should be located in areas where chemicals are stored Regular formal staff supervision, should be consistent in order to support and guide staff and enhance outcomes for residents. 2 3 4 16 26 36 Care Homes for Older People Page 29 of 30 Helpline: 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 We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. 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