Care Home: Bank Hall Residential Home

Similar services:

• Chirnside House
• Keer Sands Residential Home
• Ruskin Lodge
• Bushell House
• Langrigg House
• Parkside
• Dystlegh Grange
• Thornton Lodge

What the care home does well The home was being run by a dedicated team of staff, who were keen to provide a good service for the residents. One relative wrote, "I think the care home does well in every respect, nice and clean, good food, entertainment and wonderful staff." There were some good practices at Bank Hall, including the arrangements for finding out about peoples` needs, likes and dislikes before they moved into the home, so that their care could be considered and planned for. "I came to look round, I found it clean and every one was friendly" said one resident. The residents personal privacy needs were being dealt with sensitively and they were being treated with respect and as individuals. Residents said " They treat us with respect" and "They are very sensitive when they help with bathing, they acknowledge you"Routines in the home were fairly flexible, so people had some freedom in how they spent their time. "I enjoy living here" was one survey comment. Residents spoken said "We can go to bed whenever we want" and "We can do whatever we want". Residents meetings were being held to give people the opportunity to make comments and suggestions. An activity coordinator worked at the home arranging various activities and events. Most people liked the food one saying "The foods good, I have a fry up every morning" another commented "The food is quite good". Choice menus were available and snacks and drinks were available throughout the day. Staff recruitment practices made sure people were properly checked out and interviewed. To make sure the residents were being well cared for, staff training and development was being given high priority, various training courses had been arranged. "Most staff are very nice" commented one person. What has improved since the last inspection? The resident`s individual care plans had improved; they included more details of peoples` needs and how they are to be met, to help ensure staff know what to do for each person. The residents were being more involved when their care plans and reviews, some had asked for their own copy. The management of complaints had been developed, to help make sure any concerns are more effectively dealt with. People spoken with said they knew how to go about making a compliant, most felt things would get sorted out, one said, "I have no complaints" To promote better accountability of residents` fee payments, individual records were being kept showing all amounts. The home had been extended to a good standard, to provide separate facilities for people with dementia. Caring for people with dementia had been given thought and attention, with new ways of finding out about peoples needs being introduced and staff being given specialised training. There had been much in improvement in how the home consults with people and makes changes in response to their views and suggestions. This had resulted in a number of positive changes being introduced. CARE HOMES FOR OLDER PEOPLE Bank Hall Residential Home Colne Road Burnley Lancashire BB11 2AA Lead Inspector Mr Jeff Pearson Unannounced Inspection 30th April 2008 09:00 X10015.doc Version 1.40 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 Bank Hall Residential Home DS0000009652.V358906.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 Older People. 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. Bank Hall Residential Home DS0000009652.V358906.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Bank Hall Residential Home Address Colne Road Burnley Lancashire BB11 2AA 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) 01282 838909 01282 448855 bank-hall@tiscali.co.uk Rochecare Limited Mrs Debra Louise Richens Care Home 56 Category(ies) of Dementia (20), Old age, not falling within any registration, with number other category (36) of places Bank Hall Residential Home DS0000009652.V358906.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category of service only: Care home only: Code PC, to people 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: Code OP (maximum number of places: 36). Dementia: Code DE (maximum number of places: 20). The maximum number of people who can be accommodated is: 56. Date of last inspection 18th April 2007 Brief Description of the Service: Bank Hall a single storey building which has a two storey purpose built extension, Scarlett House, to provide care for older people with dementia. Set in it’s own grounds, the home is close to a retail park and there are smaller shops quite close to the home. A driveway fronts the building with car parking spaces being available. Bank Hall is on a bus route with Burnley town centre being a fairly short distance away. In the main building there are 3 double bedrooms and 30 single bedrooms. All shared bedrooms and 8 of the single bedrooms have en suite toilets. There are three lounges, two with conservatories and a separate dining room. Scarlett House offers 20 single bedrooms with en-suite facilities. There is a lounge, dining room and conservatory, with an enclosed garden to the rear of the building. Aides and adaptations are provided to assist with mobility and independence. Staff are available, to provide assistance with personal care and support, in response to individual needs. In house activities are provided and various outings are occasionally arranged. The home had a Statement of Purpose and Service User Guide providing information about the care and services available. This information, which should help people make an informed choice about moving into Bank Hall, was available in the homes reception area. Bank Hall Residential Home DS0000009652.V358906.R01.S.doc Version 5.2 Page 5 At the time of this inspection visit, the range of fees charged were between £550.00 and £580.00 per week, there were additional charges for hairdressing and toiletries, also contributions for outings. Bank Hall Residential Home DS0000009652.V358906.R01.S.doc Version 5.2 Page 6 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 2 star. This means people using this service experience good quality outcomes. A key unannounced inspection, which included a visit to the service, was conducted at Bank Hall Home on the 30th April 2008. The visit took 9 hours and was carried out by one inspector. The residents, their relatives and staff were invited to complete surveys, to tell the Commission what they think about the care service provide at Bank Hall, some were received at the Commission. Prior to the site visit, the registered person was required to complete and returned to the Commission an Annual Quality Assurance Assessment (AQAA). This was to enable the service to show how they were performing and provided details about arrangements, practices and procedures at the home. The files/records of three people were examined as part of ‘case tracking’, this being a method of focusing upon a representative group of people living in the own home. We spoke with the residents, registered manager, deputy manger, care staff cleaning staff and cook. Various documents, including policies, procedures and records were looked at. Some parts of the home were viewed. What the service does well: The home was being run by a dedicated team of staff, who were keen to provide a good service for the residents. One relative wrote, “I think the care home does well in every respect, nice and clean, good food, entertainment and wonderful staff.” There were some good practices at Bank Hall, including the arrangements for finding out about peoples’ needs, likes and dislikes before they moved into the home, so that their care could be considered and planned for. “I came to look round, I found it clean and every one was friendly” said one resident. The residents personal privacy needs were being dealt with sensitively and they were being treated with respect and as individuals. Residents said “ They treat us with respect” and “They are very sensitive when they help with bathing, they acknowledge you” Bank Hall Residential Home DS0000009652.V358906.R01.S.doc Version 5.2 Page 7 Routines in the home were fairly flexible, so people had some freedom in how they spent their time. “I enjoy living here” was one survey comment. Residents spoken said “We can go to bed whenever we want” and “We can do whatever we want”. Residents meetings were being held to give people the opportunity to make comments and suggestions. An activity coordinator worked at the home arranging various activities and events. Most people liked the food one saying “The foods good, I have a fry up every morning” another commented “The food is quite good”. Choice menus were available and snacks and drinks were available throughout the day. Staff recruitment practices made sure people were properly checked out and interviewed. To make sure the residents were being well cared for, staff training and development was being given high priority, various training courses had been arranged. “Most staff are very nice” commented one person. What has improved since the last inspection? What they could do better: To ensure people are properly and safely supported with their medication, medication records needed to be accurate and clear. A way of regularly Bank Hall Residential Home DS0000009652.V358906.R01.S.doc Version 5.2 Page 8 checking medication practices should be introduced. Staff should always have up to date guidelines on medication. To make sure there are suitable furnishings, facilities and accommodation, a programme of planned redecoration and refurbishment needed to be introduced. A better food mixer was needed, so the cook is more able to provide home baked cakes for the residents. To make sure people living at Bank Hall have a pleasant accommodation, every effort should be made to eliminate unpleasant odours. Staffing levels should be regularly reviewed and increased if needed, to make sure the residents always get proper care and a good service. 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. Bank Hall Residential Home DS0000009652.V358906.R01.S.doc Version 5.2 Page 9 DETAILS OF INSPECTOR 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) Scoring of Outcomes Statutory Requirements Identified During the Inspection Bank Hall Residential Home DS0000009652.V358906.R01.S.doc Version 5.2 Page 10 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 3 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The admission process ensured peoples’ needs and wishes, were properly considered and planned for before they moved into the home. EVIDENCE: Three of the newer residents spoken with were generally satisfied with the arrangements made for their admission. One explained how she had been assessed by the manager, and had visited Bank Hall to look around the home. On moving into the home the manager said each person was given a welcome card and flowers. The manager explained the homes assessment process had been further developed, by researching current good practice in effectively assessing people with dementia. This had resulted in a more in-depth person centred approach, which was being used for all new people. Bank Hall Residential Home DS0000009652.V358906.R01.S.doc Version 5.2 Page 11 The assessment records of three people were looked at; they included much relevant information about individual needs abilities and wishes. For example, physical and emotional needs, also past and current medical conditions. The assessment also sought details about peoples’ social and daily living needs in some detail, including dietary needs and preferences, hobbies and interests and preferred getting up times. Records showed the residents and their relatives had been involved with the assessment process. It was clear from records and discussion that any matters arising from the assessment were being appropriately followed up; for example, prescribed medication had been checked with the GP. Assessment information and the initial care plan had been made available to the staff team, the cook spoken with said she had been made aware of a future residents dietary needs and food preferences. The homes guide and statement of purpose had been updated to reflect the changes at Bank Hall. The AQAA (Annual Quality Assurance Assessment) completed by the manager, indicated developing the homes guide as an area for future improvement. At the time of this inspection Bank Hall did not provide intermediate care. Bank Hall Residential Home DS0000009652.V358906.R01.S.doc Version 5.2 Page 12 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7,8,9 and 10 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Arrangements for responding to peoples’ health and personal care, were effective in ensuring people’s needs are properly and sensitively met. EVIDENCE: Residents spoken with were mostly satisfied with care and attention they received at Bank Hall. This response was also reflected within surveys completed by residents and their relatives. One resident said “they treat me very well” Much progress had been made with care planning systems. A new care plan format and various additional assessments had been introduced, to promote a more effective response to identifying and meeting peoples’ individual needs. Care plans seen included more details and clearer instructions for staff to follow. Care reviews were been carried out, and plans were being updated to Bank Hall Residential Home DS0000009652.V358906.R01.S.doc Version 5.2 Page 13 reflect changing needs. Care plans will need to be continually developed to ensure all specific individual details are included. The AQAA (Annual Quality Assurance Assessment) indicated the further involvement of residents with their care plans, to be an area for improvement at Bank Hall. Health care needs were included with care plans. Records and discussion showed people were getting attention from healthcare professionals such as GP as District Nurses. Staff training had been arranged in relation to foot care and dietary needs. Risk assessments were being carried out in relation matters such as, falls and pressure area care. Continence management was discussed with the deputy manager. It was advised care plans be reviewed and updated accordingly, to ensure people are properly supported in response to their individual needs, the deputy manager agreed to give this matter her attention. Senior staff had undertaken medication training manager said training in this area was ongoing and being planned for. Medication storage was seen to be secure and clean. The residents’ consent for the home to manage their medication had been obtained as appropriate. There were some very good practices in relation to checking peoples’ medication before they moved into the home. Any hand written entries were being signed by two people. The medication records seen, were mostly well kept, clear and accurate, however, there were some discrepancies needing attention. For example, some items were not being administered as instructed on the medication records; but the reason for this was not clearly noted. It was not clear if some items were prescribed as ‘when necessary’ or to be taken continually. These matters were brought to the attention of the registered manager. It was advised a regular auditing of medication systems and practices be introduced. Residents spoken with considered they were treated with dignity and respect. Peoples preferred term of address was noted on care plans. Observations of care practices during the inspection indicated peoples privacy needs were being respected. People were being asked about their preferences on nighttime checks. Privacy and dignity needs highlighted and responded in individual care plans. Bank Hall Residential Home DS0000009652.V358906.R01.S.doc Version 5.2 Page 14 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14,15 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. People living at Bank Hall had flexible lifestyles, and opportunities to make choices and decisions about matters affecting them. EVIDENCE: Involving people, promoting choices and independence, is very much a part of the ongoing support philosophy at Bank Hall. There were lots of good practices, which ensured the residents are involved as much as possible with matters which affect them individually and as a group. The quality assurance process had greatly enhanced peoples’ opportunity to be formally consulted and influence change. For example, consultation had resulted in bathing arrangements being reviewed, residents being given copies of their care plans and a monthly Christian ‘praise and worship’ service being arranged. Bank Hall Residential Home DS0000009652.V358906.R01.S.doc Version 5.2 Page 15 Routines were flexible, the residents spoken with said they could go to their rooms when they wished. That they could choose when to go to bed and when to get up, they had recently been reminded they could eat meals in their rooms if they wished. One person explained, “We can do whatever we want” Most relatives completing surveys, considered the home always supports people to live their chosen lifestyle. The residents spoken with were generally happy with their lifestyles, and the activities and social events at the home. An activities coordinator works each weekday afternoon to provide opportunities for group and individual activities, such as dominoes, bingo and craft sessions. The homes notice board displays forthcoming and ongoing events, advice and activities. A news letter had also been produced to keep people up to date about matters such as - changes in staff, shopping, dining, smoking, activities and furnishings. Residents meetings continue to be held on a regular basis. Small group outings and individual shopping trips are ongoing. Guidance had been obtained from the Alzheimer’s society for activities for people with dementia. The homes’ visiting arrangements were included in the homes guide. Residents spoken with said they could see people at any time, in the privacy of their rooms if they wished. Relatives spoken with said they were made welcome at the home; one had stayed for lunch. Relatives completing surveys indicated the home always kept in touch with them. Most people spoken with and surveyed; were happy with the quality, variety and choice of meals provided. New menus were soon to be introduced; the residents had been consulted about the meals included. Specific diets were being catered for and likes and dislikes were known. Home made cakes and biscuits were provided and fresh fruit was available. Various drinks were being offered throughout the day and fruit squash was available in the lounges. The dining room provided a pleasant environment for the residents to enjoy meals as a social occasion; staff were seen to serve meals in a respectful and sensitive manner. Despite repeated requests, the cook did not have a suitable food mixer to assist with home baking. Bank Hall Residential Home DS0000009652.V358906.R01.S.doc Version 5.2 Page 16 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18 Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. Practices and procedures were effective in responding to complaints and providing safeguards for people using the service. EVIDENCE: Residents spoken with said they had no complaints, but expressed an awareness of the complaints procedure and who to raise any concerns with. All those completing surveys indicated they knew who to speak to if they were not happy, one comment made was “There is always a carer to listen to you” Relative surveys also showed they were aware of the procedure, all indicated concerns were properly responded to. The procedure for making complaints was in the homes guide, displayed in the entrance hallway and each person’s room. The procedure included appropriate details for making and referring complaints. Since the last inspection, the manager had updated her customer care and complaint management skills. Policies and procedures for safeguarding adults were available. The manager said staff had been given individual copies of the procedure for reporting bad practice. Protection and safeguarding had been discussed in staff meetings. Five staff had attended protection of vulnerable adults training and all had completed an induction programme on safeguarding. Bank Hall Residential Home DS0000009652.V358906.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19,21, and 26 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The accommodation was satisfactory in providing the residents with a homely and clean place to live. EVIDENCE: The new extension, Scarlett House had recently been registered with the Commission, the facilities and furnishings were seen to be of a very good standard. Consideration had been given to the specialised needs of the people to be accommodated, for example bedroom doors had been painted different colours to promote individuality and recognition. All the rooms had en suite facilities and well equipped bathrooms. There was an enclosed garden and the manager said consideration was being given to providing a guided pathway. Bank Hall Residential Home DS0000009652.V358906.R01.S.doc Version 5.2 Page 18 The residents spoken with were satisfied with the accommodation provided at Bank Hall, most had personalised their bedrooms with their own belongings which helped create a sense of home and ownership. The main building was found to be mostly satisfactory. Some improvements had been made, for example a new carpet had been fitted in the reception area, the manager said blinds had been ordered for the conservatories and some bedrooms were due to have new carpets fitted. One lounge was being used as a storage area, which appeared to present some risks to health and safety, the manager agreed address this matter as soon as possible. It was apparent from the staining of ceiling tiles that the flat roof had been leaking; the manager said some repairs had been carried out, but she was not aware if the owners were to fully rectify the problem. Bathrooms in the main part of the home had not been improved; floor coverings in some were badly marked. One floor covering had a hairline crack, which could contribute to the risk of infection. The manager said funding had been obtained to provide a Jacuzzi type bath, quotes had been obtained, but no further progress had been made. The home was seen to be clean and the residents praised the cleaning staff for their hard work and kindness. One lounge had an unpleasant smell which needed further attention. Suitable laundry equipment and facilities were available. Designated cleaners, laundry staff and a handy person were employed at the home. Although the AQAA (Annual Quality Assurance Assessment) completed by the manager, provided some indication of the proposed improvements, there was no clear evidence that the owners were to address and improve, environmental matters at Bank Hall. Bank Hall Residential Home DS0000009652.V358906.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27,28,29 and 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Staffing arrangements, recruitment and training, aimed to ensure the resident’s needs are effectively and safely met. EVIDENCE: Residents spoken with made positive comments about the staff team, describing them as “first class” and “very nice”. The majority of residents’ surveys indicated that staff were ‘usually’ available when they were needed, some comments were made about staff taking some time to answer call bells in the mornings. One staff survey suggested additional staff could be added per shift. On comment from a relative, on what the home could do better was “have more staff to give more interaction” These matters were discussed with the deputy manager, it was advised staffing levels be reviewed, monitored and increased as necessary, to ensure the residents receive effective support. Staff training was being given high priority at Bank Hall, more than half of the care team had NVQ (National Vocational Qualifications) level 2 or above with 6 working towards this. Three of the senior carers have attained NVQ 4. Two of the house keeping staff had attained NVQ level 2 in hospitality and a kitchen Bank Hall Residential Home DS0000009652.V358906.R01.S.doc Version 5.2 Page 20 assistant was doing an NVQ in cookery. Training courses in safe working practices was on going and additional more specialised training had been arranged for example, dementia care, chiropody and nutrition. Further training had also been planned for. The recruitment records of the two newest employed care staff showed the required information had been obtained and initial clearance checks carried out. Gaps in employment had been explored and a full employment history requested. It was advised notes be kept of any additional verbal references. Staff surveys confirmed appropriate recruitment practices had been carried out. Records were seen of staff induction training, staff completing surveys indicated this trained them very well. New staff were being supported to undertake NVQ and mandatory training courses. Bank Hall Residential Home DS0000009652.V358906.R01.S.doc Version 5.2 Page 21 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. 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 and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31,33,35 and 38 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Most management and administration practices were effective in ensuring the home is run for the benefit of the residents, staff and visitors. EVIDENCE: This inspection showed a lack of progress and evidence of forward planning, in relation to improving and upgrading the facilities, decoration and equipment for the benefit of the people living at Bank Hall. The owners therefore needed to give this matter their attention. Bank Hall Residential Home DS0000009652.V358906.R01.S.doc Version 5.2 Page 22 The manager had been registered with the Commission for Social Care Inspection, since May 2007 and had made some positive changes at the home since being in post. She had 10 years experience in care management, and had attained the Registered Managers award, a Certificate in care Management and NVQ (National Vocational Qualification) in care. The manager was further developing her skills and knowledge by accessing further training. The deputy manager also had relevant qualifications and the homes administrator was training in business and administration. The residents spoken with made positive comments about the management team at Bank Hall, mention being made that “the managers are approachable” Positive comments were also received from relatives completing surveys. As previously indicated within this report, quality assurance was being given significant attention, this had resulted in ensuring that people living in the home are properly consulted and therefore able to influence changes. Systems were in place to ensure people had opportunity to complete surveys, relatives and visiting professionals had also been consulted. Findings of surveys and discussion meetings were being considered and acted upon. The AQAA (Annual Quality Assurance Survey) completed by the manager, included much detail and identified areas for improvements. The manager said the various methods of fee payment were being discussed during the admission process and were highlighted in the homes’ guide. Accountable systems and practices were in place for managing the residents’ monies. Since the last inspection the manager had introduced a system of recording individual payments which was more confidential and personal. Arrangements were in place for all staff to receive training in safe working practice subjects. The homes AQAA completed by the manager indicated the servicing and checking of equipment and installations. Health and safety policies and procedures were in place; fire safety and environmental risk assessments had been carried out. Bank Hall Residential Home DS0000009652.V358906.R01.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People 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 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 2 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 4 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 2 X X X X X X 2 STAFFING Standard No Score 27 3 28 4 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 4 X 3 X X 3 Bank Hall Residential Home DS0000009652.V358906.R01.S.doc Version 5.2 Page 24 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. 1. Standard OP9 Regulation 13 (2) Requirement Timescale for action 30/05/08 2. OP19 23 (2) (d) To ensure people are properly and safely supported with their medication, action must be taken to ensure instructions in medication records are accurate and clear. To ensure the residents have 13/06/08 suitable furnishings, facilities and pleasant accommodation, a programme of planned redecoration and refurbishment must be introduced. RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. 2. Refer to Standard OP7 OP9 Good Practice Recommendations Care plans should continue to be developed with the residents to ensure all needs and wishes are known and planned for. To ensure management of medication is safe and appropriate, an auditing system should be introduced to thoroughly check of all aspects, including records, storage DS0000009652.V358906.R01.S.doc Version 5.2 Page 25 Bank Hall Residential Home 3. 4. 5. OP9 OP15 OP19 6. 7. OP26 OP27 and administration. To make sure staff have proper are properly instructed in the homes medication practices, up to date policies and guidelines should always be available. To enable the cook to efficiently provide home baked produce for the residents, a more suitable food mixer should be obtained. To show the proper arrangements are in place to continually upgrade and improve the home for the benefit of the residents, a programme of renewal and decoration of the premises should be produced and put into action. To ensure the residents are provided with a pleasant living environment, every effort should be made to eliminate unpleasant odours. Staffing levels should be regularly reviewed and amended accordingly, in response to the needs and abilities of the residents accommodated. Bank Hall Residential Home DS0000009652.V358906.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Lancashire Area Office Unit 1 Tustin Court Portway Preston PR2 2YQ 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 Bank Hall Residential Home DS0000009652.V358906.R01.S.doc Version 5.2 Page 27 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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!