Care Home: Belmont View

Similar services:

• Claremont House
• Oak Ridge
• Coopers Mill Ltd
• Sun Court Nursing Home
• Ashville House
• Bramley Avenue (73)
• Paradise Lodge
• Grangewood

What the care home does well The manager and staff at Belmont View continue to provide people with a consistently high level of service that meets their individual needs. A resident commenting on the service provided said it`s `all very pleasant`. A relative told us Belmont View `is a cracking place, you couldn`t ask for better, they can`t do enough for people`. The people who live at Belmont View are supported by a permanent team of staff who they know well and are familiar with their needs. Staff retention is high, which means agency staff are not used. The management team and staff work well with local community nurses and general practitioners to make sure people`s health needs are actively promoted and any equipment they need to maintain their independence and comfort is obtained. The people who live at Belmont View are able to take part in a lively and varied programme of activities and events that includes opportunities to go out into the community. Relatives tell us they are made to feel very welcome in the home and join in with the events that are planned. People tell us they enjoy their freshly cooked meals and are able to make choices from a varied menu. People can be confident in the staff because there are robust recruitment procedures in place to make sure suitable people are employed and a well planned training programme to ensure staff are kept up to date and have the skills they need. What has improved since the last inspection? The management team continue to ensure standards are maintained and staff receive the training they need. A recent focus has been on supporting people`s needs and wishes at the end of their life. Over 50% of the care staff have now achieved National Vocational Qualifications (NVQ) in care at level 2 or above, which is the bench mark standard set for the care home sector. What the care home could do better: Belmont View is well managed and the monitoring and quality assurance systems put in place by Quantum Care ensure there is a process of continued improvement and development to maintain standards and keep up to date with changing practices. Key inspection report Care homes for older people Name: Address: Belmont View Hailey Lane Hailey Hertford Hertfordshire SG13 7PB     The quality rating for this care home is:   three star excellent 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: Sheila Knopp     Date: 2 3 0 3 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 26 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 26 Information about the care home Name of care home: Address: Belmont View Hailey Lane Hailey Hertford Hertfordshire SG13 7PB 01992450304 01992459067 belmont@quantumcare.co.uk www.quantumcare.co.uk Quantum Care Limited Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Karen Elaine Parker Type of registration: Number of places registered: care home 60 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia learning disability old age, not falling within any other category physical disability Additional conditions: Date of last inspection Brief description of the care home Belmont View is a care home providing personal care and accommodation for 60 older people, including those with a physical disability and or dementia. It is owned by Hertfordshire County Council and operated by Quantum Care Limited. The home is situated on the outskirts of Hoddesdon, with local shops a short distance away. The home was opened in 1996; it is purpose built and consists of a two - storey building with two units for 15 people on each floor. All the bedrooms are single and have toilet en-suite facilities. There is a passenger lift to access both floors. There is a large Care Homes for Older People Page 4 of 26 0 1 0 0 Over 65 60 0 60 60 Brief description of the care home garden that is well maintained and landscaped in order to provide access to all parts. The sunroom on the ground floor is another area where residents can look into the garden or meet with family or friends. There is a day centre on the ground floor, however the Commission does not inspect this service. The weekly fee from 1/4/10 will be from £595 - £695 per person, depending on the type of service provided. A copy of the Service User Guide, Statement of Purpose and most recent inspection report are available on request from the manager and displayed in the reception area of the home. Care Homes for Older People Page 5 of 26 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: The information in this report is based on an unannounced visit to Belmont View, by one inspector, from 09:15 to 15:35 hours. Our last key inspection of this service took place on 22nd June 2007. As our assessment was that Belmont View was providing an Excellent service we carried out Annual Service Reviews during 2008 & 2009. Annual service reviews do not include a site visit but are an assessment of risk based on the information we have received. Our reviews continued to tell us that standards were being maintained for the people living at Belmont View. During this inspection we spoke to residents, visitors and staff about their experiences at Belmont View and observed the interaction people had with each other during the day. We also reviewed relevant care, personnel and health and safety records. Care Homes for Older People Page 6 of 26 We have looked at the information we have received about Belmont View since our last review, which took place on 17th June 2009. We also made survey forms available to residents and staff so the views of a wider group of people could be included in our assessment of the service. Responses were received from 5 residents and 3 staff. We have not received any complaints about this service since our last key inspection on 22nd June 2007. The manager keeps us informed about events that take place in the home, that we need to be notified of. We have also looked at the managers Annual Quality Assurance Assessment (AQAA). The AQAA is a self assessment that focuses on how well outcomes are being met for people using the service. It also provides us with numerical data. Care Homes for Older People Page 7 of 26 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 8 of 26 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 9 of 26 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People moving to Belmont View can be confident that the staff will be able to provide the support they need because they will be involved in a detailed assessment, that looks at their individual preferences, before they come to stay. Evidence: Our discussion with three residents who have recently come to stay and family members indicates staff invest considerable time and effort to make sure their admission is personal and well managed. To make sure Belmont View is suitable for the people who come to stay and the staff are able to manage their needs a detailed pre-admission assessment is carried out. This includes information from family members and health & social care professionals who know the person concerned. This ensures any specialist equipment or arrangements can be put in place before people arrive. Care Homes for Older People Page 10 of 26 Evidence: The manager told us Potential residents are invited for a one day assessment at Belmont View, this is vital and gives us a good insight into how we are able to meet the individual needs and preferences. Care Homes for Older People Page 11 of 26 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. People can be confident their privacy and dignity will be supported because their care plans are person centred and provide staff with the information they need to respond to their individual preferences. People can be confident that they will be supported to maintain their health because they have good access to local general practitioners and community nurses and there are safe systems in place to make sure they have their prescribed medicines. Evidence: People receive the support and care they need because each person has a detailed care plan that tells staff how they wish to be looked after. The care plans we looked at had been regularly reviewed and kept up to date. Risks to peoples health and wellbeing are identified and assessed so staff have clear instructions on how to move people safely, use specialist equipment, monitor nutritional needs and prevent pressure sores. People living in the home received sensitive support from staff during the day. There Care Homes for Older People Page 12 of 26 Evidence: are systems in place to monitor and record the needs of people who require help to maintain a good food and fluid intake and regular attention to change their position so they are comfortable. Staff receive extensive training in supporting people who have dementia and meeting the needs of older people. Health professionals who visit people in the home consistently tell us that the staff at Belmont View provide excellent standards of care, the best home in the area. The systems for making sure people receive their prescribed medicines are well organised. Staff receive regular training on the administration of medicines and information on the effects of each persons medication is kept with the administration chart for them to refer to. The medicine records and stocks are checked twice a day by managers to make sure high standards are maintained. Quantum Care also have their own pharmacist who carries out an internal inspection. The last company review on 19th November 2009 commented that The medicine management is very good at Belmont View as shown by the accuracy of the audits. Care Homes for Older People Page 13 of 26 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The people living at Belmont View are able to take part in a range of actives that encourages independence and provides stimulation, entertainment and a sense of community. The people living at Belmont View tells us they enjoy their meals. Evidence: Providing people with a stimulating environment, that enables them to maintain their skills and make choices about how they spend their time, is actively encouraged at Belmont View. We talked to a new resident who told us about the importance of being able to do their own housekeeping and this had been included in their care plan. As well as one to one contact there is a planned programme of activities and entertainment. Belmont View has its own mini bus so people are able to go out into the community. Previous trips have included outings to Southend, the local wild life park, restaurants and garden centres. As well as the day centre and sun lounge, which provide space for activities and visiting entertainers, a further room on the first floor has been fitted out to provide opportunities for craft based activities. The activity staff play a key part in listening to the views of the people who live at Belmont View. As Care Homes for Older People Page 14 of 26 Evidence: well as resident meetings and an annual forum, arranged by Quantum Care, the manager holds informal relative meetings in the evening. Events open to local people and volunteers who visit the home provide opportunities for people to feel part of a wider community. Visitors feel welcome. One person told us about feeling part of the home and their involvement in activities and events that take place. Visitors are offered cups of tea and coffee and arrangements can be made for them to have a meal. The activity staff have been provided with opportunities to take up further training in providing activities for older people. All staff receive training on how to promote a positive sense of well-being in people who have dementia. People are positive about the meals they are served and can make choices from a varied menu, which includes a cooked breakfast. The catering staff visit people in the home to find out what they like. Care Homes for Older People Page 15 of 26 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 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 confident that any concerns they have will be addressed because staff are well trained and listen to what they say. Evidence: There is a positive approach to receiving suggestions, comments and complaints about the service. The companys complaint procedure is explained to potential residents and their relatives at the time of admission. Copies are also displayed around the home and are available, on request, in alternative formats. Any concerns raised are managed promptly within the timescales set out in the procedure. The five residents who completed our survey told us there was someone to speak to informally if they were not happy and confirmed they knew how to make a formal complaint. We have not received any complaints about this service between our reviews. Residents confirm they have a positive relationship with the staff who support them. Risks that may cause restrictions for people are assessed and recorded. For example the use of bed rails on adjustable beds provided by the community nurses. The manager and her staff team work in the best interest of the residents and work openly with other agencies to protect people living in the home. The training records we reviewed confirm staff receive regular training on understanding their role in preventing abuse. The staff we spoke with confirmed they would be able to raise any concerns they have with a member of the management team. We were told that the Care Homes for Older People Page 16 of 26 Evidence: care managers have had Mental Capacity Act training so they understand the need to support peoples individual rights to be involved in decisions about their lives and have access to independent advocates should people need this service. Care Homes for Older People Page 17 of 26 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. People are provided with comfortable accommodation in a homely style environment that they can make their own by adding personal possessions and furnishings. Evidence: Everyone has their own room with an ensuite toilet and wash hand basin. People are able to make their room feel like home by adding their personal possessions and furnishings so they have familiar things around them. Each area of the home has an individual feel created by the use of soft furnishings. pictures and points of interest. There are new large flat screen televisions in the lounges and we sat with a group of residents as they watched a Frank Sinatra DVD. There is a regular programme of maintenance and refurbishment to keep things up to date. We were told there has been a resent survey of the environment and new dining chairs have been ordered to replace some we observed that were showing signs of wear. The domestic staff make sure the home is kept fresh and clean. Staff have access to the equipment they need to promote good hygiene and prevent the spread of infection within the home. This includes systems for managing any Care Homes for Older People Page 18 of 26 Evidence: soiled laundry and clinical waste. The manager is currently taking part in an infection control accreditation scheme for care homes. This is being run by the Hertfordshire Health Protection Unit and will involve an external audit of infection control procedures within the home. Care Homes for Older People Page 19 of 26 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 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 confident that their needs will be met and they will be looked after safely because staff are well trained and robust recruitment checks are carried out before they start work. Evidence: Our interviews with residents and staff confirmed that they experience positive relationships with each other. We observed sensitive interaction that supported peoples dignity and there was a relaxed good humoured atmosphere. A resident who had recently been in hospital expressed pleasure at returning home to familiar surroundings and staff they knew. A relative commenting on relationships with staff said we all muck in together. There is a low turn over of staff, which means people are being supported by staff they know as agency staff are not used. The manager told us The staff team at Belmont View demonstrate the highest quality care always going the extra mile and take pride in our reputation and what we do. We looked at the employment records of 4 staff. This confirmed staff are checked for their suitability to work with vulnerable people before they start work. Checks on their criminal record and employment background are carried out. References from previous employers are obtained. As people start work they complete an induction and Care Homes for Older People Page 20 of 26 Evidence: 6 month probationary period. The deputy manager personally supervises all new staff until they have completed their probationary period. There are robust systems in place for tracking staff training needs and providing relevant courses to enable them to support older people and people who have dementia. Over 50 of care staff have achieved qualifications at NVQ level 2 in care, which is the benchmark standard set for the care home sector. Care Homes for Older People Page 21 of 26 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 confident that Belmont View is being run in their best interests and it provides a safe place to live and work. Evidence: The people who live at Belmont View are supported by an experienced manager and management team who have a strong presence about the home to make sure high standards are maintained. The manager told us I actively encourage my staff teams involvement with the home by speaking to them daily (sharing the knowledge I have gained) and being visible around the home. The manager and senior staff continue to keep their professional development up to date by attending courses. The way the home is run and responses from residents and their relatives tells us that the need to promote peoples diverse needs through a person centred approach is understood. The home is consistently managed between our inspections and reviews, which means Care Homes for Older People Page 22 of 26 Evidence: we have confidence in the service and did not need to make any additional visits or take any further action. The manager has kept us up to date with events occurring in the home. Staff receive regular supervision so they can give their views on how the home is run and have their own practice and training needs reviewed. Quantum Care have robust systems in place to audit the quality of care provided and ensure the home is being managed in line with the companys aims and objectives. There are clear accounting systems in place to enable people to have access to small amounts of money deposited for their individual use. The self assessment completed by the manager and our spot check of health and safety records confirmed that the systems for maintaining the safety of residents and staff are regularly reviewed and kept up to date. Care Homes for Older People Page 23 of 26 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 24 of 26 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 25 of 26 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 26 of 26 - 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!