Care Home: Arbour Court

Similar services:

• Sunny Bank (P.R.S.) Ltd
• Ashwood Court Unit 1
• Thornton Lodge
• Alfred House Residential Care Home
• Barkerhouse Road (123)
• Fernhaven
• Thames House
• Creative Support

What the care home does well Residents at the home were being cared for and supported well by the registered manager and her staff. Residents relatives spoken to said the quality of care provided was very good. They also said that staff spoke to their relatives and other residents respectfully and maintained their dignity, particularly when personal care was being given. Comments made included: `the staff are very good and treat the residents well`, `my relative seems to be very content here`, `the staff are very helpful and friendly`, `my relative is very well looked after by staff who are respectful`, `the staff are very caring and good at what they do`. The home was being managed effectively. Residents relatives and staff indicated that the manager is approachable and listens to and responds to issues raised with her and manages the home in the best interests of the residents. It was clear the manager operated an open, inclusive and positive approach in the management of the home. The environment of the home is maintained to a very high standard and was providing residents with a clean, warm, safe and comfortable home. What has improved since the last inspection? The staff team at the home has greatly increases in stability and there is now only minimal use of agency staff. It was clearly the view of residents relatives and staff spoken to on the day of our visit that this has consequently improved the quality of the care and support provided to residents. Staff have also been enabled to access a wide range of suitable training - particularly in respect of supporting people with dementia. There have been improvements to residents care records and the way their medicines are looked after. Also the range of social and leisure activities available to residents has significantly increased and includes entertainers regularly coming into the home and a variety of outings throughout the year. What the care home could do better: We have made no requirements or recommendations on this occasion. Discussion with the registered manager, responses in the AQAA document referred to above, and the outcomes of quality checks (audits) conducted at the home indicate that areas where improvement can be made are continuously identified and acted upon appropriately. Key inspection report Care homes for older people Name: Address: Arbour Court Buxton Lane Marple Stockport Cheshire SK6 7QL     The quality rating for this care home is:   two star good service 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: Michael Murphy     Date: 0 6 0 4 2 0 1 0 This is a review of 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 2 1 0 stars - excellent stars - good star - adequate 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. 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. Care Homes for Older People Page 2 of 23 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care 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 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) © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 23 Information about the care home Name of care home: Address: Arbour Court Buxton Lane Marple Stockport Cheshire SK6 7QL 01614278599 01614271653 susan.ohara@barchester.net www.barchester.com Barchester Healthcare Homes Ltd Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Mrs Helen Colaco Type of registration: Number of places registered: care home 74 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia mental disorder, excluding learning disability or dementia Additional conditions: 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: Dementia Code DE Mental disorder, excluding learning disability or dementia - Code MD The maximum number of service users who can be accommodated is: 74 Date of last inspection Brief description of the care home Arbour Court is a purpose built care home that provides 24 hour residential and nursing care and accommodation to 74 to service users over the age of 60 with dementia and/or mental health problems. 2 4 0 4 2 0 0 9 74 74 Over 65 0 0 Care Homes for Older People Page 4 of 23 Brief description of the care home The home is owned by Barchester Healthcare Homes Limited and is managed on a day-to-day basis by a registered nurse. The home is situated in Marple and is fairly close to Marple village. Local amenities, such as shops, library, cinema and swimming baths are close by. Arbour Court is built in pleasant surroundings with attractive garden areas that are partly secure and accessible to the residents. Car parking facilities are provided at the main entrance to the home. Accommodation is provided over two floors. On the ground floor the original building provides accommodation for up to 30 people. Each area has its own lounge/dining area. An extension to the building was completed in February 2007, which provides accommodation for up to 14 people. The extension can be accessed via a separate entrance or through the main building. All the bedrooms in this part of the home are on the ground floor. A pleasant courtyard garden enables residents to enjoy being outdoors. The first floor is arranged in an open-plan design, allowing service users to walk around the whole floor. All the bedrooms are spacious single rooms providing en-suite facilities. Bathrooms and showers are available on each floor. The home has its own hairdressing room. A wide variety of adaptations and aids are provided to assist in the nursing of the residents. Fees for accommodation and care at the home range from £421 to £899. Care Homes for Older People Page 5 of 23 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: This inspection included an unannounced visit to the home on the 6th of April 2010. During the visits we talked to residents, their relatives, staff and the registered home manager. We also looked at documents and records the home have to keep such as residents care records, medicine records, written policies and other records. Before the inspection, we also asked the registered home manager to complete a form called an Annual Quality Assurance Assessment (AQAA) to tell us what they felt they did well, and what they needed to do better. This helps us to determine if the management of the home sees the service they provide the same way that we see the service. We felt this form had been completed in sufficient detail and provided useful information. Care Homes for Older People Page 6 of 23 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 on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line 0870 240 7535. Care Homes for Older People Page 7 of 23 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 8 of 23 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. Before being admitted to the home prospective residents have their care and support needs assessed to ensure the home is able to meet their needs. Evidence: The home provides appropriate written information about the home for all potential residents and their relatives. All prospective service users undergo a pre-admission assessment before a decision is made about them entering the home. This assessment is conducted by the appropriately qualified and experienced manager of the home or her deputy (both are registered nurses). The purpose of this assessment is to decide if the home will be able to meet the potential residents care and support needs properly. It also helps prospective residents and their relatives in their decision of how appropriate the home would be for them. A record of the pre-admission assessment is kept in each residents care records and identifies what care and support they will need. Other preadmission assessments conducted by social workers and health care workers were Care Homes for Older People Page 9 of 23 Evidence: also kept in the care records. Discussion with three residents relatives indicated that their views were taken into account before admission to the home. Prospective residents and their relatives are encouraged to visit the home at any time before admission. Formal reviews of all new admissions are undertaken around six weeks after admission to determine if the new resident has settled well, is happy at the home and decide if the home is suitably meeting their care and support needs. The home does not provide intermediate care. Care Homes for Older People Page 10 of 23 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents health and personal care needs were being properly met and their privacy and dignity were respected by the staff. Evidence: The care records of four residents were looked at on this occasion. These were well organized and contained care plans that set out the action that needed to be taken by the care staff to ensure the health, personal and social care needs of residents are met. Care plans were written in a way that reflected the very specific care and support needs of each resident. The care records also contained risk assessments that identified possible threats to a residents health and safety and described things that needed to be done to keep them safe at the same time as maintaining their freedom and independence. For example risk assessments had been done with regard to residents mobility and nutrition needs and the condition of their skin. Care records had been kept up to date. Care Homes for Older People Page 11 of 23 Evidence: Arrangements had been made to register all residents with a local GP. Information in the care records and discussion with residents relatives and staff indicated residents were able to access health care services appropriately (including mental health services). A record of all such access was kept. The way residents medicines are looked after in the home was secure and well organized. There were appropriate policies and procedures relating to medicines at the home that ensure they are safely managed. The way medicines are managed are regularly checked (audited) to ensure this continues. The nursing staff at the home look after the medicines and have had recent training in respect of this. Residents relatives spoken to said staff spoke to residents respectfully and maintained their dignity, particularly when personal care was being given. Comments made included the staff are very good and treat the residents well, my relative seems to be very content here, the staff are very helpful and friendly, my relative is very well looked after by staff who are respectful, the staff are very caring and good at what they do. Care Homes for Older People Page 12 of 23 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents were supported to enjoy as much as possible a stimulating lifestyle and access a wide range of social and leisure activities. Residents were encouraged to make as many personal choices in their daily lives as possible, and the general view of food provision was positive. Evidence: The routines of daily living and the social activities available were flexible and varied and seek to meet residents expectations, preferences and capacities. Residents were supported to access a range of suitable social and leisure activities, entertainments and outings. Information about forthcoming events, activities and entertainments was prominently displayed. Residents relatives told us that said the activities provision had improved and was now very good and that residents were able to follow their own religious practices. The environment continues to be stimulating and interesting provide numerous opportunities for residents to touch and feel - for example textile pictures and a wealth of interesting objects of interest from the past and present. Relatives also told us that there were no unreasonable restrictions on visiting at the home. Residents may receive their visitors in the privacy of their own room or quieter area of the home if preferred. Relatives and staff said residents are encouraged and enabled to make as many personal choices in their daily lives as possible. Staff seek Care Homes for Older People Page 13 of 23 Evidence: as much information about residents personal prefernces from their relatives and friends so that their preferences, likes and dislikes can be respected as much as possible. Menus were varied, balanced and provided choice. Staff spoken to said residents are encouraged to make menu choices where possible. Comments from relatives regarding the food included: good homely cooking every day, the food is really quite good and you can always have an alternative if you want something different, the quality of the food has steadily improved over recent months and there always seems to be plenty to eat. Three full meals a day are provided. Breakfast and lunch were observed on the day of our visit. These were a hot and substantial meals. Staff served and assisted residents appropriately and sensitively. The dining areas were comfortable, suitably furnished with properly set tables and appropriate for residents to take their meals in. Residents appeared to enjoy the food provided at breakfast and lunch. Those residents whose dietry intake required monitoring were seen to have fluid and food charts completed. Nutritious snack foods/drinks were available at all times in the unit kitchens and were offered regularly to residents during the visit. Care Homes for Older People Page 14 of 23 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. The registered manager continues to work with other agencies to safeguard people living at the home and improve care practices. Evidence: Information on how to make a complaint was prominently displayed in the home. This information detailed who to contact and how the complaint would be dealt with. A complaints record is kept by the home. Complaints appeared to have been dealt with properly. Discussion with residents relatives and staff indicated that the registered manager or senior staff are always available and that any issues raised are dealt with promptly. The home operates safeguarding and whistle-blowing policies (including those operated by the local authority) that seek to keep residents safe. Staff spoken to were aware of the importance of safeguarding and protecting residents and described their role in doing so. They confirmed they have been provided with safeguarding training. Inspection of training records revealed that safeguarding training has been provided to staff at the home and that this was in the process of being updated. The registered manager has fully co-operated with any safeguarding referrals that have been investigated and taken any action neccessary - for example providing staff training or re-assessing residents. In relation to the Mental Capacity Act the manager informed us that no people living at the home were subject to a deprivation of liberty authorisation and that no one living at the home was having their liberty deprived without authorisation. Care Homes for Older People Page 15 of 23 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 is maintained to a high standard and provides residents with a safe, clean, comfortbale and homely environment. Evidence: The home was maintained, decorated and furnished to a high standard. The layout and design of the home provides maximum freedom of movement for residents in a way that maintains their safety. To enable residents to recognise where they are in the home picture signs were in place for bathrooms, toilets etc. Lounge and dining areas are all comfortably and appropriately furnished and are provided with televisions, radios, DVD players and other leisure equipment. Eight residents bedrooms were looked at on this occasion. These were clean, well decorated, provided en-suite washbasin and WC, and were appropriately furnished and equipped. Specialist equipment (for example special beds or mattresses) is provided according to the assessed need of individual residents. Suitable arrangements were in place to manage residents laundry needs. And appropriate measures were being taken to minimize the potential spread of infection within the home such as adequate hand washing facilities and the provision of protective clothing for staff as well as appropriate cleaning practices within the home. The home was very clean and fresh throughout at the time of our unannounced visit. Relatives of residents spoken to said this was the norm. Care Homes for Older People Page 16 of 23 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. The staffing provision, staff recruitment procedure and the staff training provided at the home seek to ensure residents are cared for and supported safely and appropriately. Evidence: The registered manager and her deputy (both qualified nurses) and staff spoken to on the day of inspection were of the view that staffing levels were meeting the care and support needs of the residents. Qualified nurses and a team of carers are provided on each unit at all times. The view expressed to us by staff and residents relatives was that the workforce has become much more stable over the last 12 to 18 months and consequently the quality of the care and support provided has improved significantly. During our visit staff were seen to care for and support residents properly and in a timely way. We also note there were adequate staffing arrangements in place to meet the administrative, catering, maintenance, laundry and housekeeping requirements of the home. The home had a proper procedure in place for recruiting new staff. This is vital to ensure, as far as possible, that residents are being cared for and supported by suitable staff. The recruitment procedure included criminal records checks and another special check regarding the suitability of the applicant to work with vulnerable people. The programme of staff training ensures that staff are provided with the skills required to care for and support residents properly - particularly in respect to the specialist Care Homes for Older People Page 17 of 23 Evidence: needs of people who suffer from dementia. Inspection of staff training records and discussion with staff and the home manager demonstrated that staff training (including regular updates) is organised and appropriate. Training is provided by trainers employed by the home and the local authority training partnership. Over 66 of the care staff have obtained a national vocational qualification in care (NVQ). The remaining care staff were undergoing this training or were expected to do so in the near future. Care Homes for Older People Page 18 of 23 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home was being effectively managed by the registered manager. This ensures that residents are confident that they are safe and being looked after properly. Evidence: The home was being managed effectively. The registered manager is a qualified nurse and holds an appropriate management qualification. She is also very experienced in managing care services for older people. The manager is supported by a regional director, clinical development nurse and other support staff employed by the homes owners. Residents relatives and staff, spoken to on the day of our visit, indicated that the manager is approachable and listens to and responds to issues raised with her and manages the home in the best interests of the residents. It was clear the manager operated an open, inclusive and positive approach to her management of the home. Relevant management policies and procedures were in place and these were subject to regular review. The manager seeks to ensure the quality of the service provided to residents is good. Regular checks (audits) are carried out to see this is the case. For example checks are made on how effectively residents medicines are being looked Care Homes for Older People Page 19 of 23 Evidence: after, how residents care records are being maintained and the quality of the environment. Also questionnaires seek the views of residents relatives and others who visit the home (such as doctors and social workers). The manager holds regular meetings for residents relatives and staff so that their views and suggestions can be aired. The home does not deal directly with residents finances. When expenses (for example in relation to private chiropody or hairdressing) are incurred the home invoice the individual residents relatives (or representative). Suitable arrangements were in place to promote and protect the health, safety and welfare of residents and others at the home. In particular staff had been provided with training in respect of safe moving and handling techniques, fire safety, first aid, food hygiene and infection control. Information provided by the registered manager reflected that electrical, gas, fire safety, hoists and other equipment at the home had been regularly serviced/certificated. The premises were secure at the time of inspection. Staff monitor all callers to the home. The home operates policies in respect of safe working practices. All staff receive induction training when they start to work at the home. Care Homes for Older People Page 20 of 23 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 21 of 23 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations Care Homes for Older People Page 22 of 23 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 23 of 23 - 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. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!