Care Home: Charnwood Care Home

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What the care home does well Effective pre admission needs assessments are performed prior to people moving into the home to ensure their needs can be identified and met. Medication is managed appropriately. Service users are afforded appropriate levels of privacy and dignity. Recreational activities are provided within the home and opportunities are available for service users to interact within the broader community. Service users expressed satisfaction with the quality and variety of meals provided at the home. Service users said they feel safe at the home and are able to express their views and concerns to a receptive management team. Service users benefit from a well-maintained environment, which is comfortable, clean and safe throughout. A staff training programme is in place to ensure staff are competent in meeting the needs of service users and staff recruitment practices are robust. The management structure is effective in supporting staff to promote the health and wellbeing of service users. Very effective quality assurance systems are in place to evidence that a quality service is being delivered in the best interests of service users. What has improved since the last inspection? The planned up grade of the bathroom and shower facilities has has been achieved. Hoists and wheelchairs are now stored appropriately. Staff have received a yearly refresher training programme What the care home could do better: It is recommended that that all assessments are signed and dated by the assessor. It is recommended that all service users care plans are reviewed to incorporated a "person centred" format. It is recommended that support plans include reference to the Mental Capacity Act, 2005 and the effects it has upon service users lives. Key inspection report Care homes for older people Name: Address: Charnwood Care Home 24 Station Road Carlton Nottingham NG4 3AX     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: Steve Keeling     Date: 1 8 0 8 2 0 0 9 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 28 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) 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. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 28 Information about the care home Name of care home: Address: Charnwood Care Home 24 Station Road Carlton Nottingham NG4 3AX 01159404441 01159875008 charnwoodcourt@shealthcare.co.uk www.schealthcare.co.uk Exceler Healthcare Services Limited care home 88 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category physical disability Additional conditions: All service users falling within the category PD will be aged 50 years or over Exceler Healthcare Services Limited may provide the following categories of service only:- Care home with Nursing:- Old age not falling within any other category (OP) 83, Physical Disability (PD) 5, One named service user may be admitted within the category DE(E) named in variation dated 19/2/07 One named service user within the category of PD who is under the age of 50 may be admitted into the home named in variation dated January 2006 The maximum number of service users who can be accommodated within the home is 88. Date of last inspection 0 5 Over 65 83 0 Care Homes for Older People Page 4 of 28 Brief description of the care home Charnwood is a registered care home providing nursing and residential care. The home is located in an inner city area of Nottingham, close to the local shops, general practitioners surgery and other amenities. The accommodation is a purpose built building, with two units offering a total of 88 beds, comprising of 62 single rooms nine of which are en-suite and 12 double rooms one of which is en-suite. All bedrooms are fitted with an alarm call system and are suitably furnished. There is one large lounge within each unit, incorporating a designated dining area. There is a pleasant garden area with access for service users with impaired mobility. The current weekly fees are as follows: Residential care range from £392 to £440. For service users who require nursing care the fees range from £530 to £602 per week. These fees do not include the following - podiatry, hairdressing, toiletries and newspapers. Care Homes for Older People Page 5 of 28 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 focus of the inspection undertaken by the Quality Care Commission is upon outcomes for people who use the service (service users) and their views on the service provided. The process considers the providers capacity to meet regulatory requirements, minimum standards of practice, and focuses on aspects of service provision that needs further development. One inspector conducted the unannounced visit. The main method of inspection used is called case tracking which involves selecting service users and looking at the quality of care they receive by speaking to them, observation, reading their records and asking staff about their needs. The acting manager and members of staff were spoken with as part of the visit, records relating to medication management was also inspected to form an opinion Care Homes for Older People Page 6 of 28 about the quality of care provided. A partial tour of the building was undertaken which included service users bedrooms and communal areas they frequent to make sure that the environment is homely and safe. A review of all the information we have received about the home since the last key inspection was performed on the 23.06.2008 was considered in planning this visit which included the Annual Quality Assurance Assessment which was provided by the acting manager. We also used the two responses we received from the ten Have Your Say Pre inspection service users questionnaires which were distributed at the home prior to the homes visit. Care Homes for Older People Page 7 of 28 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. Care Homes for Older People Page 8 of 28 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 9 of 28 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 10 of 28 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Service users that are admitted to the home have their needs assessed prior to admission, which means staff, will be able to plan for their individual needs and know how to care for them. Evidence: Information provided by the acting manager in the Annual Quality Assurance Assessment states We carry out comprehensive Pre admissions assessments prior to admission, usually either by the Home Manager or the Deputy. This may involve a hospital or home visit where information is gathered not just from the Service User but also through discussions with ward staff, social workers and families or visitors. Potential Service Users are also encouraged to visit the home if possible prior to admission and we ensure we give them as much information as possible to enable them to make an informed choice. Our brochure packs contains various information, including Activities lists, menus, our philosophy of care, the Southern Cross News magazine etc. We have a detailed Statement of purpose and service User Guide and Care Homes for Older People Page 11 of 28 Evidence: these are available on CD if required. The Have your Say pre inspection questionnaire asked service users, Did you receive enough information to decide if this has was the right place for you, before you moved in, both respondents stated Yes. We looked at the records of two service users, each had thorough assessment of their needs and were effective in providing the opportunity to identify the service users needs, in relation to promoting their health and wellbeing. The assessment process also uses information provided by other agencies, such as Adult Social Care and Health, when available. The assessment process also incorporates a personal preference plan which provides specific details in relation to the service users wishes, which is good practice. Some of the documentation within the assessment process was not dated or signed by the assessor and the acting manager stated she would address the issue. Intermediate care is not provided at Charnwood Court. Care Homes for Older People Page 12 of 28 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Service users living in the home have up to date and relevant care plans to enable staff to deliver the appropriate individual care. Medication management promotes service users safety. Evidence: Information provided by the acting manager in the Annual Quality Assurance Assessment states Service users undergo various assessments and our care plans are based on Activities of Daily Living. This includes pressure area care, falls, nutrition, mobility, continence and risk assessments amongst many others. Service users are involved in their care planning and monthly reviews are carried out with them to ensure they are relevant. The Have your Say pre inspection questionnaire asked service usersDo you receive the care and support you need, one respondent stated Always and one respondent stated Usually. We asked service users if they felt their needs were being fully met, comments Care Homes for Older People Page 13 of 28 Evidence: included, I am very happy here, its not like home but it is very nice, the staff are lovely and Yes, very much so they [care staff] are very hard workers and very nice. The existing care planning and risk assessments contained good information for staff to carry out the tasks required to meet service users needs, staff confirmed that they have access to the care plans at all times for guidance and reference. The care plans are reviewed on a regular basis to ensure they remain pertinent to the needs of the service users. The acting manager stated that the current care planning process is being updating to ensure they are person centred and 70 of the care plans have gone through the process. The care plans viewed on the day of the inspection did not make reference to the Mental Capacity Act and it was also evident that some elements within the assessment documentation had not been signed or dated by the assessor. The Have your Say service users survey asked, Do you receive the medical support you need, both respondents stated Always. Records showed and service users confirmed that they have access to external professionals such as Doctors, District Nurses, Dentists, Opticians and Chiropodists. One service user commented I only have to ask to see my doctor and it will be arranged. Service users stated that they always receive their medication on time. We observed a medication round and it was evident that medication was administered in a safe manner by appropriately qualified staff. Medication administration records were filled out correctly and medication was stored in a secure, temperature monitored environment. The Have your Say service users survey asked, Do staff listen and act on what you say, both respondents stated Always. Service users spoken with were very complimentary about the staff at the home promoting their respect and dignity, they confirmed that staff always close curtains and doors when performing personal care and they never feel rushed by the care staff. The home has members of staff who are designated dignity champions to promote the importance of respecting the rights of service users to be treated with respect and dignity. We observed interactions between staff and service users throughout the day and at meal times, service users were being assisted to have their meals in a kind, considerate and un-rushed manner, offering assistance when required. All observed interactions promoted service users respect and dignity. Care Homes for Older People Page 14 of 28 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Service users have the opportunity to participate in recreational activities and maintain social contacts. Service users receive a nutritious and appetising diet with individual preferences being met. Evidence: Information provided by the acting manager in the Annual Quality Assurance Assessment states We currently have three activities organisers, one who works twenty-four hours a week, one who works ten hours and one who does six hours. This has enabled them to work together as a team and to be able to provide a more varied programme for the service users. This year we have had various trips out to different places including local garden centres, local shops, coffee bars, the pictures to see Mamma Mia, Matlock and we have more planned including a boat trip on the Trent. In house activities have included planting out the hanging baskets, cake decorating sessions, pizza making sessions, manicures and bingo. We are trying to develop a person centred approach that looks at the individual persons needs and we have found that having three part time activities officers works well for this as it gives us the opportunity to facilitate both group and one to one needs. They are also encouraging the involvement of families and some have been out on trips with their relative, this helps to ensure that significant relationships in service users lives are maintained. Care Homes for Older People Page 15 of 28 Evidence: We discussed the social activities provision with service users who confirmed that they include dominoes, guest entertainers, religious interventions, boat trips, BBQ and summer Fayre. Special events such as Christmas and Easter are also celebrated together with service users birthdays. Service users also stated that the care staff respect their wishes if they dont wish to participate in the planned events. The acting manager and care staff stated that an open door policy is promoted in relation to relatives and friends visiting service users and service users confirmed that their visitors are made very welcome by all the staff at the home and offered drinks when they arrive. Information provided by the acting manager in the Annual Quality Assurance Assessment states Our breakfast routine is now more relaxed with cooked breakfasts being served on a to order basis. On the catering questionnaires one Service User stated that the cooked breakfast is the best change that has happened in the last year. More service users are having breakfast in their rooms and meal times do not feel as rushed as previously. Both chefs are happy to accommodate service users likes and dislikes and they are offered a wide choice of foods, this is reflected on the pre order sheets. The service users survey asked Do you like the meals provided, One respondent stated Always and one respondent stated Usually. We asked service users to comment on the quality of the food provided and the responses included The food is very nice, lots of choice, hot and well presented and Yes its lovely. Service users confirmed that they can have bacon and egg in the morning, or toast and cereal and also stated that a good choice is provided at lunch and tea time (which includes a hot meal if required). We observed the lunchtime meal session. The care staff were assisting service users in a relaxed,considerate and discreet manner thus promoting service users respect and dignity at all times. Care Homes for Older People Page 16 of 28 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Service users feel able to raise concerns and complaints and can be confident that the manager will act on them. Staff know how to safeguard service users from abuse. Evidence: Information provided by the acting manager in the Annual Quality Assurance Assessment states Charnwood and Southern Cross have a robust complaints procedure which is displayed in the foyer where comments cards are also available. Many issues are raised on an informal basis and mostly these can be dealt with immediately, we endeavour to build honest and open relationships with everyone who uses our service so people feel confident in raising any issues before they build into something of a more serious nature. We believe that it is important that people feel free to voice their concerns and are encouraged to do so, we recognise that it is unrealistic to get everything 100 right all the time and use complaints as a positive with which to improve. Complaints are audited on a monthly basis by the Home Manger and Operations Manager. All staff are trained in customer care and Whistle Blowing. The Have your Say pre inspection questionnaire asked service users Is there someone you can speak to informally if you are not happy and Do you know how to make a complaint, both respondents stated Yes. A complaints procedure is displayed in the foyer of the home and the procedure is also Care Homes for Older People Page 17 of 28 Evidence: supplied in the Service User Guide which is provided to service user or their relatives on admission. The Commission has not received any complaints about the service since the last inspection took place. We examined the homes complaints book, which showed that complaints are documented, and referrals to social services Safeguarding Adult services are made when required. We asked service users if they felt confident in highlighting any concerns or complaints, responses included I feel safe here, I have not made a complaint but I am sure any complaints would be dealt with and I would speak to the manager, she is very good. Records showed, and staff confirmed, that training in Safeguarding Adults has been provided. We spoke to a member staff to determine her level of understanding in this area. The member of staff demonstrated a good level knowledge of Safeguarding Adults procedures. In addition the member of staff said that the revised Nottinghamshire Safeguarding Adults policy is available at the home if further guidance is required. Care Homes for Older People Page 18 of 28 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Service users live in a home that is clean and well maintained. Evidence: Information provided by the acting manager in the Annual Quality Assurance Assessment states Over the past year we have implemented a plan of re-decoration to the home. At present we are concentrating on bathrooms and service users rooms, the majority of which are very personalised as we encourage people to bring their own belongings into the home. A complete set of new chairs has been purchased for both homes which have vastly improved the comfort and the appearance of the lounge areas. Service users were consulted with the choice of chairs and colours of these. Two new electric bath hoists have been purchased for the home and more are planned to improve the bathing experience. We have had five more profiling beds and we have also had a new stand aid and hoist. We have recently had an inspection by the fire officer with only one requirement which has been carried out. Our facilities manager also carries out a rigorous inspection of the premises and an action plan is devised from this, the work from this is actioned promptly by the maintenance staff. We have attractive gardens to the rear of the homes which are well laid out an accessible to service users and staff, this makes a lovely meeting area for people in warm weather. The Service users, housekeeper and activities staff have worked hard to create the garden and were all involved with the selection and planting of the tubs. Contractors are employed to maintain the home, laundries, kitchens, service lifts etc. An asbestos Care Homes for Older People Page 19 of 28 Evidence: survey has been carried out and legionellosis inspections are also carried out. We have hand washing facilities in all rooms, bathrooms etc and we provide alcohol gel for staff and visitors entering and leaving the home. The Have your Say pre inspection questionnaire asked service users Is the home fresh and clean, both respondents stated Always. We asked service users if they are satisfied with the standard cleanliness in the home, they all said they were, and confirmed that their bedrooms are cleaned on a regular basis, as are the communal areas in the home. We did a partial tour of the building, which included service users bedrooms and communal areas. All areas were safe, well maintained, clean, fresh and warm, service users bedrooms were homely and personalised. Records showed that 85 of the care staff have received training in the principles of infection control and appropriate policies and procedures are available for reference in this area. Staff said that gloves and aprons are worn at all times when providing personal care to promote infection control and we observed that gloves and aprons were available and staff were using them appropriately. Care Homes for Older People Page 20 of 28 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home operates a safe staff recruitment process and staff are trained effectively in supporting service users. Evidence: Information provided by the acting manager in the Annual Quality Assurance Assessment states Charnwood has a very stable staff group which helps to ensure continuity of care by staff who know the service users well. Two members of staff have been employed since the home opened and many have got over ten years service. We encourage staff development by offering training opportunities to all staff as they arise, we have links with local colleges so staff are easily able to access courses. Many of the staff have attained their National Vocational Qualification (NVQ) level 2 and 3 in care, and as mentioned previously three staff have done their NVQ in team leading. Staff vary in age and experience and this enables them to share skills and experience.Staff receive in house training by the Home trainers who have been through a robust training course to ensure they are competent to provide this, this includes training in Manual Handling, fire safety, food hygiene, nutrition, continence, customer care, recognition of abuse among many others. We keep a training matrix which enables us to see when staff need updates.We obtain two references and Criminal Records Bureau checks prior to employment and all staff receive job descriptions which they sign prior to commencing employment. We employ a large number of support staff which includes one administrator for twenty hours per week, Care Homes for Older People Page 21 of 28 Evidence: another for ten hours and another admin assistant, two maintenance men, a gardener, twelve domestic staff and four chefs. The Have your Say pre inspection questionnaire asked service users Are staff available when you need them, one respondent stated Always and one respondent stated Usually. We asked service users on the day of the inspection if the staff are available when needed, responses included Yes, always and They are lovely hard working girls, theres always someone about to help me if needed. Staff files showed that recruitment processes are effective in promoting safety. Staff files contained, Protection of Vulnerable Adult checks, Criminal Record Bureau Checks, an application form, two written references and proof of identity. Records showed and staff confirmed that an induction process, which is based on the Skills for Care common induction standards, is provided when staff commence employment. The homes staff training matrix showed that a comprehensive staff training programme is provided and 61 of the care staff have a National Vocational Qualificatio at level 2 and above to ensure that staff remain confident and competent in promoting the health and well being of service users. Care Homes for Older People Page 22 of 28 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. The home is run in the best interests of the service users and the acting manager provides good support for staff to deliver a safe and effective care service. Evidence: Information provided by the acting manager in the Annual Quality Assurance Assessment states The Home Manger has completed her Registered Managers Award and has had fourteen years experience of managing a care home. We aim to create a welcoming atmosphere to the Home and we base our management style on openness, honesty and respect. We endeavour not just to support our service users but also their family and friends. The home is run in the best interests of the service users, quality assurance and quality monitoring systems are in place which seek the views of service users, relatives and visiting professionals in order that success can be measured and any issues actioned. There is an ongoing management development programme in place that covers all aspects of running the home, there is a budget in place that the Manger has control over with support from the operations manager. Staff are encouraged to follow safe working practices by ensuring that they are aware of the Care Homes for Older People Page 23 of 28 Evidence: homes policies and procedures and that they have attended health and safety, Control of Substances Hazardous to Health etc. Staff are also provided with handbooks which cover all areas of their employment and help ensure they know what is expected of them. All maintenance programmes are overseen by the management. This includes seeing that all checks and maintenance is done regularly and efficiently. We have an experienced team of administrators, they are responsible for issuing contracts to service users, keeping accurate records of services users personal allowances, issuing contracts of employment, job descriptions etc and this is over seen by the Home manager. The Have your Say pre inspection questionnaire asked service users What do you think the home does well, comments included This is a friendly home which seems to meet my needs well and I think the home is well run, everyone knows what they are doing and most people look happy. The acting manager has been in employment at Charnwood since March 2008. She has worked within health care environment for many years, has attained a degree level Registered Managers Award and has completed a City in Guilds advanced care management course. Service users and staff employed at the home praised the acting manager and felt confident in her abilities in providing and safe and efficiently run service. A visiting professional stated that the manager is very effective and provides a consistently high quality service to the service users. A member of staff commented She is lovely, its good to discuss any problems with her, she is very supportive. The member of staff also confirmed that she receives effective supervision and annual appraisals and felt supported by the management team. The acting manager ensures that a comprehensive quality assurance system is in place such as satisfaction surveys which were last completed in February 2009. The survey establishes the views of service users, relatives and visiting professionals. The results of the satisfaction surveys showed that 91 of service users were satisfied with the service provision, in addition 100 of relatives and 100 of professions who visit the home are satisfied with the service provision. The results of the satisfaction survey have been published in a easily understood graph format and placed in the entrances to the home for people to view. The acting manager also ensures that a service users satisfaction levels are obtained Care Homes for Older People Page 24 of 28 Evidence: in relation to the quality of the food and catering arrangements within the home to highlight any ways in which to improve the service. Comment forms for professional visitors were also evident in the foyer of the home so their view can be sought and acted upon if deemed necessary. The Annual Quality Assurance Assessment asked the acting manager to document improvements made in the last twelve months. The acting manager stated Our training programme and activities programme has improved immensely. Staff files are organised which has meant we are better able to monitor training. We were given a band 4 quality rating by the quality assurance auditor from Nottingham County Council. Service users financial records are monitored by the acting manager and the homes administrator, transactions are recorded electronically and all monies received or spent are receipted. We examined accounting sheets which showed that service users finances are managed effectively. Service users health safety and wellbeing is promoted by the provision of effective routine maintenance and documentation was available to show that annual gas testing, mains electrical testing, Legionella testing, hoist and mobility checks had taken place. Staff were observed to be working in a safe manner and assisted service users with impaired mobility in a professional and competent manner. Care Homes for Older People Page 25 of 28 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 26 of 28 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 7 It is recommended that support plans include reference to the Mental Capacity Act, 2005 and the effects it has upon service users lives. This is to ensure that their rights and choices are protected. It is recommended that all service users care plans are reviewed to incorporated the person centred format. It is recommended that that all assessments are signed and dated by the assessor. 2 3 7 7 Care Homes for Older People Page 27 of 28 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. 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