Care Home: Bennett House

Similar services:

• Littledale Hall Therapeutic Community
• Padgate House
• Mary & Joseph
• Westcliffe House
• Richards House
• Hamer Cottage

What the care home does well We found that the peoples needs are fully assessed before they are accepted to receive a service at Bennett House so that they begin to receive appropriate support immediately. We found that there is detailed information made available about the type of service and the therapeutic regime people are expected to follow if they move into the home so that they are aware of what is required and therefore have chosen to cooperate with their care plan. We found that a comprehensive and personalised plan of care is developed with the person using the service so that all concerned are aware of what is expected in relation to treatment and support. We found that people have their risks assessed and are supported to develop strategies that will help to reduce these risks, this helps them to be compliant in relation to risk reduction strategies. We found that people are provided with support and opportunities to develop new skills and participate in educational and recreational activities that are meaningful to them so that they are prepared for continuing with different activities or employment when they have completed this stage of treatment. We found that people are supported to participate in events and use amenities available within the local community which prevents institutionalisation and helps to develop healthy social and interpersonal skills for returning to independent living. We found that people are supported to develop new relationships that are positive and renew or maintain contact with their family or friends so that they feel valued and learn how to value and respect others. We found that the routines at Bennett House suited the therapeutic needs of the people who lived there. We saw that meals and mealtimes promoted good nutritional health and promoted independence and the development of skills in this area. We found that people at Bennett House were supported to access health care that promoted good health and ensured that health concerns were treated and monitored in keeping with current good practise. We found that complaints and concerns are taken seriously and dealt with openly and with fairness so that people were confident that their wellbeing would be promoted. We found that adult protection is promoted through use of a robust policy that includes educating the people who use the service as well as the staff about how to recognise and deal with abuse and exploitation. We found that staff working at Bennett House are qualified to work in a social care setting and effective in that they support people using the service to attain their goals. We found that people living at Bennett House were very satisfied with the service they received. They told us that one of the things that the service does well is `Treat people with respect and as an individual.` And `They are respectful toward clients and are available to meet the needs of the clients and understand our needs. They offer appropriate challenges in safety.` What has improved since the last inspection? Since the last inspection staff have completed Food Safety and Safer Food Better Business training and so they are aware of how to store food safely. What the care home could do better: We found that the manager needs to ensure that excess medication is stored in a cabinet that is locked at all times and a record is made of what medication is received into the home and when, this will ensure that medication is only available to, those who are authorised to handle it and the person for whom it is prescribed. We found the complaints policy should be available in different formats so that people who do not read well can have ready access to a version that they may understand. We found that the manager needs to ensure that all equipment and services are checked in keeping with the relevant guidelines and legislation. Key inspection report Care homes for adults (18-65 years) Name: Address: Bennett House 16 Bennett Road Crumpsall Manchester M8 5DX     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: Michelle Haller     Date: 2 2 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 Adults (18-65 years) Page 2 of 33 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 Adults (18-65 years) 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 Adults (18-65 years) Page 3 of 33 Information about the care home Name of care home: Address: Bennett House 16 Bennett Road Crumpsall Manchester M8 5DX 01617954003 01617214438 ADS@alcoholanddrugservices.org.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: ADS (Addiction Dependency Solutions) care home 16 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 past or present alcohol dependence Additional conditions: Date of last inspection Brief description of the care home Bennett House is a residential care home providing care and therapeutic support for up to 16 alcohol dependent men. The Alcohol and Drug Service (ADS) a registered charity, manage the service. The home is situated in the Crumpsall area of Manchester, close to local amenities and public transport links. It is sited on a residential street and is of the same size and style as other houses surrounding it. It has a small car park to the front and a garden at the rear. Bennett House offers accommodation in 10 single bedrooms, 3 self contained flats and 2 bed-sits. The flats and bed-sits are designed to help people prepare for moving back to independent living in the community. Communal space is provided in the basement and on the ground floor along with kitchen and laundry facilities. Admission to the home is on the basis that people have already made a commitment to abstinence and a treatment programme including group work, one to one sessions and links with services within the community, is offered. Stays at the home are time limited, dependent on the needs of the individual and the funding made available. The home is not staffed in the Care Homes for Adults (18-65 years) Page 4 of 33 Over 65 0 16 Brief description of the care home evenings and at weekends (although an on call service is available) and therefore the philosophy of the home is based on people taking responsibility for themselves and for supporting others. Care Homes for Adults (18-65 years) Page 5 of 33 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 Individual needs and choices Lifestyle Personal and healthcare support Concerns, complaints and protection Environment Staffing Conduct and management of the home peterchart Poor Adequate Good Excellent How we did our inspection: We conducted this inspection by visiting Bennett House without informing the manager before hand, and we looked at all of the most important or key Care Homes for Adults (18-65) National Minimum Standards (NMS). This is called a Key Inspection. The inspection involved looking at the information we had received about the service during the previous year and before visiting the home. This included notifications of events that the manager has told us about, information from other sources such as social services, health workers or people using the service. We also considered the outcome of the previous key inspection we conducted in 2007. We received one completed Care Quality Commission (CQC) surveys from staff. We received ten surveys from people using the service. We visited Bennett House and looked around the home, we checked through written Care Homes for Adults (18-65 years) Page 6 of 33 information, including service user care files and staff supervision records. We read through policies, guidelines and other documents concerned with running the home. We also talked to residents and staff, including the manager and the administration officer, working at the home. We observed the interactions between service users, staff and others at the home. The manager returned to us the CQC Annual Quality Assurance Assessment (AQAA). The information requested included data about staff training, development of policies and procedures and compliance with health and safety checks when applicable. The information also influenced the outcome of the inspection. Care Homes for Adults (18-65 years) Page 7 of 33 What the care home does well: We found that the peoples needs are fully assessed before they are accepted to receive a service at Bennett House so that they begin to receive appropriate support immediately. We found that there is detailed information made available about the type of service and the therapeutic regime people are expected to follow if they move into the home so that they are aware of what is required and therefore have chosen to cooperate with their care plan. We found that a comprehensive and personalised plan of care is developed with the person using the service so that all concerned are aware of what is expected in relation to treatment and support. We found that people have their risks assessed and are supported to develop strategies that will help to reduce these risks, this helps them to be compliant in relation to risk reduction strategies. We found that people are provided with support and opportunities to develop new skills and participate in educational and recreational activities that are meaningful to them so that they are prepared for continuing with different activities or employment when they have completed this stage of treatment. We found that people are supported to participate in events and use amenities available within the local community which prevents institutionalisation and helps to develop healthy social and interpersonal skills for returning to independent living. We found that people are supported to develop new relationships that are positive and renew or maintain contact with their family or friends so that they feel valued and learn how to value and respect others. We found that the routines at Bennett House suited the therapeutic needs of the people who lived there. We saw that meals and mealtimes promoted good nutritional health and promoted independence and the development of skills in this area. We found that people at Bennett House were supported to access health care that promoted good health and ensured that health concerns were treated and monitored in keeping with current good practise. We found that complaints and concerns are taken seriously and dealt with openly and with fairness so that people were confident that their wellbeing would be promoted. We found that adult protection is promoted through use of a robust policy that includes educating the people who use the service as well as the staff about how to recognise and deal with abuse and exploitation. We found that staff working at Bennett House are qualified to work in a social care Care Homes for Adults (18-65 years) Page 8 of 33 setting and effective in that they support people using the service to attain their goals. We found that people living at Bennett House were very satisfied with the service they received. They told us that one of the things that the service does well is Treat people with respect and as an individual. And They are respectful toward clients and are available to meet the needs of the clients and understand our needs. They offer appropriate challenges in safety. 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 Adults (18-65 years) Page 9 of 33 Details of our findings Contents Choice of home (standards 1 - 5) Individual needs and choices (standards 6-10) Lifestyle (standards 11 - 17) Personal and healthcare support (standards 18 - 21) Concerns, complaints and protection (standards 22 - 23) Environment (standards 24 - 30) Staffing (standards 31 - 36) Conduct and management of the home (standards 37 - 43) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Adults (18-65 years) Page 10 of 33 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, what they hope for and want to achieve, and the support they need. People can decide whether the care home can meet their support and accommodation needs. This is because they, and people close to them, can visit the home and get full, clear, accurate and up to date information. 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 the person 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 at Bennett House have their needs assessed and are given sufficient information about the service before they move in. Evidence: Bennett House is owned by a company called Addiction Dependency Solutions but is referred to by its initials and so is known as ADS. We found that people who use the service at Bennett House have their needs fully assessed and receive sufficient information about the service before they move in. Dates that were recorded confirmed that each assessments had been completed in advance of people moving into Bennett House. We saw that assessment were completed with the person and information was also provided by the referring agency. We saw that areas assessed included: the persons history of dependency, self help skills, associated health and medical care needs, emotional needs, legal status, motivation to stay on the recovery programme and risk assessment. Care Homes for Adults (18-65 years) Page 11 of 33 Evidence: This information was recorded in full and used to decide on the most suitable staff have as a key worker and also to develop an initial plan of care that was reviewed after a months residency. The treatment plan was reviewed in full every three months, although staff reviewed the success of treatment and support after each interaction with the people living at Bennett House. The three monthly review looked at the future plans for accommodation. People using the service at Bennett House understood and that the treatment program ran for one year and following this they would be supported to move onto the next stage. The information in the assessment also confirmed that the policies and procedures relating to the tenancy agreement and treatment program had been discussed and agreed in full with the client. We discussed, with the manager, some of the rules and policies that were in place to assist with maintaining a therapeutic environment at Bennett House. We found that one rule that was applied had not been included in the service user guide. Our discussion indicated that it would be beneficial if this rule were made known to everyone from the outset of their involvement with the service. The manager agreed to investigate with senior management the possibility of updating the service user handbook so that this information was included. In the information she returned to us the manager identified an improvement since the previous inspection as been: The assessment pro forma continues to be updated, and any additions which need to be included are discussed within the staff team prior to being requested from Head Office. We received ten Care Quality Commission (CQC) service user surveys. Each confirmed that they had been given and opportunity to make a choice about using Bennett House and that they had received sufficient information about the service before moving in. People spoken to confirmed that they were given information before they moved in. They told us: I came to look with my social worker and they explained everything. Care Homes for Adults (18-65 years) Page 12 of 33 Individual needs and choices 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 needs and goals are met. The home has a plan of care that the person, or someone close to them, has been involved in making. People are able to make decisions about their life, including their finances, with support if they need it. This is because the staff promote their rights and choices. People are supported to take risks to enable them to stay independent. This is because the staff have appropriate information on which to base decisions. People are asked about, and are involved in, all aspects of life in the home. This is because the manager and staff offer them opportunities to participate in the day to day running of the home and enable them to influence key decisions. People are confident that the home handles information about them appropriately. This is because the home has clear policies and procedures that staff follow. 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 at Bennett House are supported to develop skills in relation to, meeting their own individual needs and making positive choices that are of benefit to them. Evidence: We looked at three care files. We looked at a person near completion of their treatment, someone approximately midway through their time at Bennett House a relatively new admission. We found that each plan of care was individualised and had been developed with the person using the service. We saw that personal timetables were used to set out activities that had been agreed with respect to participating in household chores and attending therapeutic sessions. The therapeutic sessions included one to one support, specific family contact, group work, peer review meetings, meetings for the whole household and community based activities. Care Homes for Adults (18-65 years) Page 13 of 33 Evidence: We found that people at Bennett House are encouraged and supported to make decisions about their lives in line with their therapeutic plans. We found through looking at the information recorded that people were able to raise their self esteem through participating in the program, and this helped them to make informed decisions about how they wanted to live once this stage of the treatment was concluded. We found that a record was kept of how people responded to different members of staff and personalities. We found that action was taken to ensure that the person who would promote the best response took the lead, initially, in supporting people in particular circumstances. We found that risk assessments changed according to the stage of treatment and this reflected peoples progress toward independent living. In the information provided by the manager she states that there are plans to introduce drama sessions and opportunity for people to participate expressive arts in the coming year. People living at Bennett House confirmed us that their individual needs were met, they said: They are proper helpful, when youve got a problem theyve been supportive. And This has helped me to move on and feel ready to move on and lead a normal lifewhatever that means- Ive got more confidence. Care Homes for Adults (18-65 years) Page 14 of 33 Lifestyle 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 can take part in activities that are appropriate to their age and culture and 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 and the home supports them to have appropriate personal, family and sexual relationships. People are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. Their dignity and rights are respected in their daily life. People have healthy, well-presented meals and snacks, at a time and place to suit them. People have opportunities to develop their social, emotional, communication and independent living skills. This is because the staff support their personal development. People choose and participate in suitable leisure activities. 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 living at Bennett House are supported to develop the skills to live a lifestyle that is beneficial to them. Evidence: The men living at Bennett House are all capable of dealing with their personal care needs independently. People are able to choose what they want to eat. However timetables are in place in relation to personal care, mealtimes and leisure in order to introduce structure into the day and help to develop healthy habits that will continue when people leave the service. We received ten CQC surveys from people living at Bennett House and all confirmed that there was always something they could participate in while they were using the service. Care Homes for Adults (18-65 years) Page 15 of 33 Evidence: We found through speaking to people living and working at Bennett House that there is access to a variety of educational and occupational facilities. There is a weekly timetable which involves home and community based activities. We were informed by staff that it was important to introduce new ideas about activities and find excursions and events that wouldnt cost much money. These then could be continued when this stage of treatment was completed. Activities includes attending therapeutic sessions, learning how to budget, playing pool, watching television, accessing the computer, going on outings they have planned, completing short educational or self awareness courses provided by different organisations, shopping and meeting with family, a cookery group, spring cleaning, visiting art galleries and museums, swimming, arts and crafts sessions, and planning parties and events at Bennett House. Some men also have weekend leave. ADS also have a Peer Support scheme. This gives ex-residents the opportunity to complete a training programme that will enable them to volunteer as peers support workers for the organisation. This scheme has led to some people developing the confidence and aspiration to take further training with the aim of working in the social care field. We found through looking at the polices and procedures that people are encouraged and supported to maintain relationships with their families and friends. The service offers support to family members and will refer them onto more relevant organisations if this is required and agreed to. There are clear rules for visitors relating to the conduct that is expected of them in relation to not bring drugs and alcohol onto the premises, visitors are to remain downstairs and must leave the premises by 11 OClock at night. People confirmed to us that they were supported to redevelop and maintain their relationships with their family, including life partners and children. Eight out of the ten people who returned surveys informed us that they usually enjoy the meals at Bennett House. We discussed this informally with a number of the men who said that since sending in the forms the cook had left and that they were now cooking meals. The men and the staff said that a number of people living at Bennett House were chefs and so the standard of meals had improved. We were informed that at breakfast and lunchtime people were able to choose what Care Homes for Adults (18-65 years) Page 16 of 33 Evidence: they wanted to eat and evening meals are prepared on a roster basis by the men with input from the project workers. Everyone spoken to was also aware that the service had advertised for a replacement cook and the manager informed us that she was waiting to look at any application forms that have been returned. People were satisfied with the lifestyle they were able to lead while at Bennett House. Concerning activities peoples said: Theres plenty to do around the house- we play pool, watch TV, we go out once a week- a walk, museum, canoing, pictures, funfair. We have a community group and we come up with something- we have to think about our budget and so we change between free things and expensive things- we plan what we want to see and then we have something to look forward to. Concerning relationships one person said: Theres no hindrance- Bennett House has helped me to look at my relationships. Care Homes for Adults (18-65 years) Page 17 of 33 Personal and healthcare support 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 receive personal support from staff in the way they prefer and want. Their physical and emotional health needs are met because the home has procedures in place that staff follow. If people 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. If people are approaching the end of their life, the care home will respect their choices and help them to 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. People at Bennett House have their wellbeing promoted through affective support which enables them to obtain the health and medical care that they need. Evidence: We noted that health care needs were assessed when people commenced living at Bennett House. Records confirmed that the residents are supported to join a local General Practitioners practise. We were informed by the staff that this group of doctors are aware of the health needs associated with people using the service at Bennett House. We saw that people were encouraged to deal with health matters as independently as possible. Daily records confirmed that staff supported people to attend hospital and GP consultations. We saw that this was beneficial for the service user because staff were able to ensure that they made their concerns clear to the health worker. However the aim is for people to access these services independently. We noted that this was usually achieved, we saw that staff would record whether people needed to be prompted to attend appointments, and how this was to be done for example verbally or through use of the personal calender. We also noted that residents would approach Care Homes for Adults (18-65 years) Page 18 of 33 Evidence: staff to have appointments confirmed. On the day of inspection we found that some of the handwritten notes were difficult to read and so did not always provide ready information about peoples progress. We discussed this matter with the manager who agreed to consider what action could be taken to improve this. On the day of inspection all the people living at Bennett House self medicated. We noted that a risk assessment had been carried out to identify what needed to be considered to ensure that this was achieved safely. The medication is kept in individual rooms in a locked security safe. We noted, however, that excess medication is kept in a filing cabinet. This does not comply with the Royal Pharmaceutical Society of Great Britain Guidelines concerning the safe storage of medication because the cabinet is not locked at all times. We discussed this with the manager who agreed to ensure that medication was kept in a cupboard that is locked at all times and a record kept of the medication that staff are storing. In the information she returned to us the manager identified an improvement in this area as been the introduction of various groups which involve mens sexual health. People living at Bennett House confirmed to us that they felt that their personal and health care needs were met. In relation to medical and health support they told us: Its good- the first job that gets done is a visit to the GP to get checked over and if youre struggling to get the message across to the GP theyll come down with you. Care Homes for Adults (18-65 years) Page 19 of 33 Concerns, 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. Their concern is looked into and action taken to put things right. The care home safeguards people from abuse, neglect and self-harm and takes action to follow up any allegations. 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 at Bennett House benefit from procedures and systems in place that safeguards against abuse and promotes their right to raise concerns and complaints. Evidence: We saw that people are provided with a clear complaints procedure in the service user hand book that they are given when they move into Bennett House. We also saw that people signed a form to confirm that the complaints procedure was explained to them. People we talked to during the site visit told us that they felt able to make their view and concerns known. They said that there were different forums that could be used. This included group meetings, one to one sessions with their key worker or when speaking to the manager. People said that they felt that they were listened to. The majority of people who returned surveys confirmed that they were aware of how to make formal complaint. We discussed the view of the minority with the manager. She agreed to look at developing the complaints in different formats to make it more accessible to people who didnt fully understand written information. We examined and discussed the complaints record with the manager. We found that complaints were investigated locally and if the complainant was dissatisfied with the outcome the matter would be looked at again by senior management. Care Homes for Adults (18-65 years) Page 20 of 33 Evidence: We found, through reading the information about the complaint and the reports about how they had been managed, that these were dealt with openly and that the investigations were transparent. We discussed the outcome of one complaint with the manager who was able to detail the changes she had made to procedures at Bennett House to reduce the risk of a similar incident. This demonstrated that complaints were used to shape the service in a way that would best meet peoples needs. We discussed the safeguarding of vulnerable adults with the staff and manager. Members of staff were very clear about the boundaries that needed to be maintained and the actions that could be considered as abuse. The manager informed us that members of staff and people using the service at Bennett House received safeguarding adult training together. This is that everyone is empowered in this area and are aware of the conduct that is expected. Each person is also given a copy of the Manchester Protecting Vulnerable Adults from Abuse No Secrets - Everybodys business leaflet. This provides basic information about the definition of abuse, what actions could be seen as abuse, who may be act in an abusive manner and the action that must be taken. The leaflet also provides the phone number to Social Services so that a concern can be raised. The training record confirmed that people received adult protection training in February 2010. The manager informed us that there were no adult protection investigations been conducted at Bennett House at the time of the inspection. We discussed the protocols concerning reporting incidents, complaints and allegations of abuse and other events that may occur concerning Bennett House. We found that the protocol used was Manchesters Adult Protection protocol. We discussed with the manager the need to inform CQC of certain incidents as required in Care Standard Act 2000 Regulations 37-43, and we informed her of the updated information and forms available on the CQC Professional website. People were very satisfied with the way in which complaints were handled at Bennett House and told us: I would talk to staff -sort it out among ourselves or speak to any member of staff. Care Homes for Adults (18-65 years) Page 21 of 33 Evidence: And If I had a complaint I would go to Marie (the manager) or my funder- but not got one complaint. Care Homes for Adults (18-65 years) Page 22 of 33 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, comfortable, 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. People have enough privacy when using toilets and bathrooms. 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 environment and the accommodation at Bennett House meets the residential needs of the people who live there. Evidence: We saw that Bennett House comprises 2 large houses which have been linked from the inside. We noted the the decoration and general upkeep of the exterior is in keeping with other properties in the area. There is a large front garden. This area is subject to CCTV which has been recently installed. We completed a tour of the building and found that all areas were clean and free from unpleasant odours. The people living at Bennett House follow a cleaning rota. Peoples bedrooms had been personalised by use of posters, soft furnishings and personal HiFi systems. We noted that people were at different stages of been able to keep their rooms tidy and staff offered guidance about this could be achieved, however the responsibility for achieving this rested with the occupant. Bennett House is conveniently situated within walking distance to the local shopping centre which has amenities including a library. There is also frequent public transport to Manchester City Centre. Care Homes for Adults (18-65 years) Page 23 of 33 Evidence: People living at Bennett House are responsible for dealing with their own laundry. We noted that hand-washing facilities was available in all the toilet areas. The home does not routinely handle clinical waste. The manager confirmed in the information she returned to us that all staff had received Infection Control Training. People living at Bennett House commented: Its clean because we clean it- its just dated thats all. But we went to another house and it was far too modern, it didnt feel homely. Care Homes for Adults (18-65 years) Page 24 of 33 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, qualified 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. People’s needs are met and they are supported because staff get the right training, supervision and support they need from their managers. People are supported by an effective staff team who understand and do what is expected of them. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People at Bennett House benefit from a staff team who are, employed using robust recruitment and selection processes, and trained to provide effective support. Evidence: We saw that staff related well to people living at Bennett House and they possess the qualities to successfully work with the client group. People were spoken to in a courteous manner. Staff were diligent and sensitive to peoples moods and emotional needs. This was achieved through getting to know that person and gaining experience in respect of analysing and understanding human behaviour such as body language. We noted that staff were adept at using de-escalation techniques and were able to support people in looking at their own behaviours. People were supported to identify and practise using positive actions to deal with stress or highly emotional situations. In the information she returned to us the manager confirmed that all staff working at Bennett House had achieved National Vocational Qualification in Care level 2 or its equivalent or above. Courses completed by staff in 2009 / 2010 included basic food hygiene, Safer food, better business, NVQ 3 substance abuse, Fire Marshalling, Care Homes for Adults (18-65 years) Page 25 of 33 Evidence: Boundaries and confidentialities and Building management safety. We found, through the information in peoples review records, that staff were able to raise self esteem and support people to build on the positive decisions they made about their lives while at Bennett House. People we talked to echoed these findings. We were informed by staff that they underwent a robust recruitment process that included interview, the supply of proof of identity and two references. The manager also informed us that the ADS policy is to obtain a Criminal Record Bureaus (CRB) check before confirming the offer of a job. We received information from ADSs personnel department which confirmed that all the staff at Bennett House had been fully vetted through the taking up of CRB checks and two references before they commenced work with the organisation. People living at Bennett House told us that staff were always respectful, helpful and accepting. We were informed by the residents that the deployment and calibre of staff at the home met their needs. Comments from people using the service included: Staff are brilliant. and They are proper helpful-They listen to you, theyve always got time for you, Im very impressed with this place. Care Homes for Adults (18-65 years) Page 26 of 33 Conduct and management of the 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 have confidence in the care home because it is run and managed appropriately. People’s opinions are central to how the home develops and reviews their practice, as the home has appropriate ways of making sure they continue to get things right. The environment is safe for people and staff because 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. They are safeguarded because the home follows clear financial and accounting procedures, keeps records appropriately and makes sure staff understand the way things should be done. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People at Bennett House receive a service that they can comment on and and health and safety matters are dealt with so that that the risk of avoidable harm is reduced. Evidence: The registered manager has completed the CQC fit persons process to become the Registered Manager for the Bennett House and this confirms that she has the competency to manage the service. In the information provided the manager confirmed that she has completed National Vocational Qualification in Care in 2009. She has also attended training in relation to the protection of vulnerable adults. We interviewed the manager and found her to have good idea about how to progress the service and she appeared to have a enthusiastic about getting the best from people working and living at Bennett House. The manager returned to us the Annual Quality Assurance Assessment we sent to her. We found that although she was able to identify what the services did well she did not always identify how the service could be improved. It is important that the manager Care Homes for Adults (18-65 years) Page 27 of 33 Evidence: and management team are able to identify possible improvements to service provided, as this helps to show that the service is responsive to new ideas and practises in social care. We discussed the quality assurance and monitoring arrangements at Bennett House. We were informed, and minutes confirmed, that one of the directors visited the service and discussed matters with the residents and the staff. The service has achieved Investors in People accreditation and this was recently re -accredited. The ADS organisation completes a service user satisfaction survey in which service users at Bennett House participate. The organisation then identifies strengths and opportunities for changes from the result of this consultation. The full report is published as a discreet document and a summary is also included in a news letter that is published and available to all who access the service. We found that people felt able to influence how the service developed, in keeping with maintaining a therapeutic environment, throughout the inspection process. Staff receive Health and Safety training in that the records confirmed that all staff have received infection control training and food safety training. We found through discussion with the manager and looking at maintenance records that health and safety checks such as Gas Safety checks and Fire safety checks had been completed by qualified and accredited engineers. However it was also evident, through talking to the manager and the date of many of the checks, that these inspections had been prompted by the AQAA self assessment that required completion. The Landlord Gas Safety check was completed in 03/2010 and and Fire safety checks including alarms and fire fighting equipment was completed on 02/02/2010. We found that an up to date electrical circuit inspection certificate was not available. We discussed these issues with the manager who agreed to ensure that this was carried out as soon as possible. We received confirmation of that this check was completed prior to completion of this inspection report. We also discussed the need for the manager to ensure that all health and safety checks are carried out in keeping with required timescales. Care Homes for Adults (18-65 years) Page 28 of 33 Evidence: The training matrix confirmed that a member of staff has recently completed a Buildings Management course and this should assist in developing systems which ensures that all Health and Safety checks and risk assessments are kept up to date. Care Homes for Adults (18-65 years) Page 29 of 33 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 Adults (18-65 years) Page 30 of 33 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations 1 2 The registered person should ensure that restrictions that apply to all clients are fully explained through policies and procedures that are readily available before people subscribe to using the service. This is so that people know precisely what is expected of them if they choose to use the service, and also improve peoples willingness to comply if the rule needs to be imposed. The registered person needs to ensure that excess medication is stored in a cabinet that is locked at all times and a record is made of what medication is received into the home and when, this will ensure that medication is only available to, those who are authorised to handle it and the person for whom it is prescribed The registered person should consider developing the complaints procedure using a variety of media so that it is readily accessible to people who do not engage with written information. The registered person should ensure that the home complies with the different health and safety legislation that relates to the building and people living and working at Bennett House. This is to ensure that people are protected Page 31 of 33 2 20 3 22 4 42 Care Homes for Adults (18-65 years) 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 from avoidable harm. Care Homes for Adults (18-65 years) Page 32 of 33 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. 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