Care Home: Cooperscroft Residential Home

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What the care home does well Residents spoken to were complimentary of the care and services they received. One resident said `we are being well-looked after, its wonderful here. We get four meals a day. There are beautiful gardens and the staff are very helpful`. Another said `it could not be better. Food is good and there are activities for us to do`. Staff members on duty were observed to deliver care and to attend to residents` needs in a manner that respected their privacy and dignity. There was a relaxed atmosphere and good interaction between staff and people living in the care home. Staff members spoken to were positive about the service provision and appeared committed to their work. A rolling programme of staff training was in place to ensure that all staff completed the required relevant courses. Equality and diversity issues are understood by the organisation and addressed for individuals through their care plans, which describe how individual needs, and preferences are to be met. Policies and procedures are adjusted in response to changing legislation and guidance. What has improved since the last inspection? Cooperscroft Residential Home DS0000067958.V376849.R01.S.doc Version 5.2 The home has been refurbished and bright, fresh, well maintained and has a comfortable and homely atmosphere. People using the service said that `it is nice, homely and comfortable place to live in` and that they are able to bring their personal belongings that were seen in individual`s room. All the requirements made in the last inspection were met. There is robust recruitment system in place to ensure that all required checks are undertaken prior to an offer of employment is made. Risk assessment for electric reclining chair has been carried out and an action plan devised to minimise and manage the risk. An audit of the management and administration of medicines is undertaken to ensure safe practices are maintained. What the care home could do better: The home should ensure that prompt hot water service is available at all times to all parts of the care home where residents live. Key inspection report CARE HOMES FOR OLDER PEOPLE Cooperscroft Residential Home Cooperscroft Care Home Coopers Lane Road Potters Bar Hertfordshire EN6 4AE Lead Inspector Bijayraj Ramkhelawon Key Unannounced Inspection 17th June 2009 10:00 DS0000067958.V376849.R01.S.do c Version 5.2 Page 1 This report is a review of the 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. 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. Cooperscroft Residential Home DS0000067958.V376849.R01.S.doc Version 5.2 Page 2 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 Cooperscroft Residential Home DS0000067958.V376849.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Cooperscroft Residential Home Address Cooperscroft Care Home Coopers Lane Road Potters Bar Hertfordshire EN6 4AE 01707 644179 Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) lisa.pinner@tlc-group.net Rockley Dene Homes Limited Lisa Jayne Pinner Care Home 51 Category(ies) of Dementia (51), Old age, not falling within any registration, with number other category (51) of places Cooperscroft Residential Home DS0000067958.V376849.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category of service only: Care home only - Code PC to service users of the following gender: Either whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category - Code OP Dementia - Code DE The maximum number of service users who can be accommodated is: 51 18th April 2007 2. Date of last inspection Brief Description of the Service: Cooperscroft is a care home providing personal care and accommodation for 51 older people. It is owned and managed by Rockley Dene Homes Limited. The home is situated in a semi-rural location, but close to a junction of the M25 motorway, near Potters Bar. Shops and amenities are a short distance away in the high street. Cooperscroft is a purpose built, three storey building erected in the late 1950’s. Each floor has been divided into two units, each with a comfortable open plan lounge (with T.V) and a diner/kitchenette. A passenger lift provides access to all floors. All rooms are for single occupation with a washbasin and one room with ensuite facilities. The top floor accommodates up to 16 people with dementia. There is ample car parking space at the front and there is a large attractive garden to the rear, mostly laid to lawn with concrete paths. The current fees for this service range from £520- £687per week (as at 07/08/2009). A copy of the ‘Statement of Purpose’ and ‘Service User’s Guide’ and the last inspection report can be obtained from the care home. Cooperscroft Residential Home DS0000067958.V376849.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. ‘The overall quality rating for this service has been judged to be 2*, GOOD.’ This unannounced key inspection was carried out on the 17th June 2009 and took one day. It included talking to people using the service, their relatives and visitors, staff, examining care plans, staff files, staff training records, fire safety procedures, maintenance records, all other records and documents and a tour of the premises. Information received by the Commission since the last inspection has also been reviewed. The top floor is now dedicated to 16 people with Dementia. Feedback received from people living in the home and visitors was positive. They were complimentary of staff, food and the services they received. What the service does well: Residents spoken to were complimentary of the care and services they received. One resident said ‘we are being well-looked after, its wonderful here. We get four meals a day. There are beautiful gardens and the staff are very helpful’. Another said ‘it could not be better. Food is good and there are activities for us to do’. Staff members on duty were observed to deliver care and to attend to residents’ needs in a manner that respected their privacy and dignity. There was a relaxed atmosphere and good interaction between staff and people living in the care home. Staff members spoken to were positive about the service provision and appeared committed to their work. A rolling programme of staff training was in place to ensure that all staff completed the required relevant courses. Equality and diversity issues are understood by the organisation and addressed for individuals through their care plans, which describe how individual needs, and preferences are to be met. Policies and procedures are adjusted in response to changing legislation and guidance. What has improved since the last inspection? Cooperscroft Residential Home DS0000067958.V376849.R01.S.doc Version 5.2 Page 6 The home has been refurbished and bright, fresh, well maintained and has a comfortable and homely atmosphere. People using the service said that ‘it is nice, homely and comfortable place to live in’ and that they are able to bring their personal belongings that were seen in individual’s room. All the requirements made in the last inspection were met. There is robust recruitment system in place to ensure that all required checks are undertaken prior to an offer of employment is made. Risk assessment for electric reclining chair has been carried out and an action plan devised to minimise and manage the risk. An audit of the management and administration of medicines is undertaken to ensure safe practices are maintained. 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. Cooperscroft Residential Home DS0000067958.V376849.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Cooperscroft Residential Home DS0000067958.V376849.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Information available about the home helps people decide whether or not the home is where they wish to live. People using the service can be assured that their needs would be assessed prior to an offer of placement being made. EVIDENCE: Information about the home is available in the ‘Statement of Purpose’ and the ‘Service user’s Guide’. A copy of both documents is displayed in the hallway and is also given to each resident and their relatives. Care plans examined showed that each resident has their needs assessed by a senior staff of the care home prior to admission. Reports from other professionals formed part of Cooperscroft Residential Home DS0000067958.V376849.R01.S.doc Version 5.2 Page 9 the care plans. Each person had their plan of care and daily living activities based on the assessment of needs. Cooperscroft Residential Home DS0000067958.V376849.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents receive assistance with their personal and health care in a manner they prefer that ensures their identified needs are being met in a dignified and respectful manner. EVIDENCE: Care plans examined showed that an assessment of needs for each person was carried out and a health and personal plan of care devised. These include the individual’s profile and medical history, their preferences and choice, likes and dislikes, risk assessments, dietary needs, daily records of care and support provided in meeting the identified needs. New care plans are currently being devised for implementation. People who required nursing care had regular input from the District Nurses. All residents are registered with a GP and a log of visits from them, District Cooperscroft Residential Home DS0000067958.V376849.R01.S.doc Version 5.2 Page 11 Nurses, Community Psychiatric Nurses and all other health care agents are kept. Residents spoken to were complimentary of the care and services they received. One resident said ‘we are being well-looked after, its wonderful here. We get four meals a day. There are beautiful gardens and the staff are very helpful’. Another said ‘it could not be better. Food is good and there are activities for us to do’. Staff members on duty were observed to deliver care and to attend to residents’ needs in a manner that respected their privacy and dignity. There was a relaxed atmosphere and good interaction between staff and people living in the care home. The records for the administration and management of medicines were kept in good order thus ensuring that safe practices were being maintained. The medicine record charts showed that medicines were given as prescribed and unused medication was returned to the supplying pharmacy. A monthly audit of the system including the ordering, storage, administration and disposal of medicines was carried out to ensure that residents received their medicines as prescribed. Cooperscroft Residential Home DS0000067958.V376849.R01.S.doc Version 5.2 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. A variety of activities are available giving people an opportunity to pursue their leisure, social, recreational and cultural interests. EVIDENCE: There was a weekly programme of activities posted on the notice board. A dedicated day care activity co-ordinator is in post during the week and works at weekends when required. A volunteer also comes in occasionally at weekends to assist with activities. Each resident has an activity profile that includes each person’s hobbies, interests and leisure activities. On the day of the inspection, it was noted that people were playing table tops games in the main activity room. Others were listening to music, reading newspapers; chatting to each other and watching T.V. Other activities including the booking of entertainers, trips to places of interests and access to local community facilities are also planned. Residents spoken confirmed that they enjoyed going to parks, cinema, pubs, concerts, shopping, visit to the local garden centres Cooperscroft Residential Home DS0000067958.V376849.R01.S.doc Version 5.2 Page 13 and theatres. Representatives from the local church hold a hymns session in the home. The mobile library visits the home regularly. Some people manage their own financial affairs with the help of their relatives and for others; the home manages their money handed over for safekeeping. Personal belongings were evident in individual bedrooms. Relatives and social workers act as advocates for some people living in the care home. The lunch was served unhurriedly with assistance and encouragement given by staff. Tables were laid nicely and a choice of drinks was available. People spoken to were complementary of the food provided. Cooperscroft Residential Home DS0000067958.V376849.R01.S.doc Version 5.2 Page 14 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): People using the 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 using the service can be assured that their concerns and complaints would be listened to and acted upon and that they would be safeguarded from abuse, neglect and harm. EVIDENCE: A copy of the complaints procedure was available to people living in the care home. Those spoken to said that they were aware of the complaints procedure but would prefer to speak to a member of staff or the manager if they had any concerns. Staff files examined and staff spoken to confirmed that they have received training on Safeguarding Adults. 5 complaints were received in the last year and records showed that these were dealt with in accordance with the home’s complaints procedure. Cooperscroft Residential Home DS0000067958.V376849.R01.S.doc Version 5.2 Page 15 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): People using the 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 using the service are cared for in an environment that is homely, comfortable and safe. EVIDENCE: The home was kept clean, bright, fresh, well maintained and has a comfortable and homely atmosphere, with a range of equipment available to assist staff when working with people with a physical disability. People using the service said that ‘it is nice, homely and comfortable place to live in’ and that they are able to bring their personal belongings that were seen in individual’s room. Cooperscroft Residential Home DS0000067958.V376849.R01.S.doc Version 5.2 Page 16 Accommodation is provided for single occupation on three floors, which are accessible and safe. Each unit has a lounge and a kitchen/diner. Each bedroom provides single room accommodation with a hand washbasin. There were sufficient numbers of sanitary and bathing facilities in each unit to meet the needs of people. These facilities were sited within close proximity of each bedroom. People have access to all communal areas, private space and outside the home through the provision of a passenger lift, stairs and ramps. The front and back gardens were well maintained and staff said that the gardeners made weekly visits and regularly attended to the lawn and flowers. There was adequate number of domestic staff and records showed that staff have been provided with training in hygiene and infection control. Cooperscroft Residential Home DS0000067958.V376849.R01.S.doc Version 5.2 Page 17 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): People using the 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 using the service do benefit from the care and support they receive from a competent and trained staff team and that they feel protected by the home’s recruitment policy and practices. EVIDENCE: People using the service and their relatives said that there is a good team of staff who are caring and helpful. There was adequate number of staff rostered on duty per shift during the day and night. There were also adequate number of domestic and catering staff allocated per day and the home has the services of a fulltime maintenance person. Six staff files were examined. These confirmed that there are robust processes in place to ensure suitable people are employed and the required checks, including references and Criminal Records Bureau checks, are carried out prior to staff being employed. Cooperscroft Residential Home DS0000067958.V376849.R01.S.doc Version 5.2 Page 18 There is a staff training and development programme in place for all staff, which ensures they are up to date and feel confident in their roles. Currently, there are 11 care staff who have completed their NVQ Level 2 and 6 at Level 3. Four care staff are currently undertaking the Level 2 and another 2 members at Level 3. Staff spoken to confirmed that they received regular formal supervision and felt that the overall support provided was very good. Cooperscroft Residential Home DS0000067958.V376849.R01.S.doc Version 5.2 Page 19 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): People using the 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 using the service can be assured that their health, safety and welfare are protected by the systems and practices in place and the care and support they receive from an open and transparent management team. EVIDENCE: Feedback received from people living in the home, their relatives and staff was positive. Staff spoken to said that there is an open management culture and good teamwork, which promotes the interests and well-being of residents. Cooperscroft Residential Home DS0000067958.V376849.R01.S.doc Version 5.2 Page 20 There is a quality assurance system in place covering all aspects of the service provided including resident’s rights and quality of life. The auditing systems provide evidence that action is taken to address any shortfalls identified. The management of residents’ money was kept in good order with all receipts for expenditures and money received being logged. Residents and or their relatives are able to deposit small amounts of personal money in the office for day-to-day expenditure. The records reviewed demonstrated that there was a clear process for auditing and monitoring transactions. Staff receive the required statutory health and safety training to carry out their jobs and protect residents. Records of accidents, incidents and checks on health & safety and fire equipment are recorded and regularly reviewed. All statutory records were available for inspection and maintained in accordance with legislation. Records inspected were up-to-date and accurate and were held securely. Staff spoken to were aware that people using the service can access their records and information held about them in accordance with the Data Protection Act 1998. There were policies and procedures in place to ensure that the health, safety and welfare of people using the service and staff are promoted and protected. These records were accessible to all staff. All accidents and injuries are recorded in the accident book and RIDDOR forms have been completed where applicable. The Commission has been kept informed of all accidents and admissions to hospital. However, the bath hot water temperature on the top floor was only 15˚C. The manager explained that one of the boilers had been removed and was awaiting for a replacement. Correspondence has been received since from the home’s maintenance department for the work to be carried out as a matter of urgency. Residents spoken said that they were not inconvenience by this work and had their personal care attended to and staff said that bath hot water at the safe level was available on the other two floors of the care home. A valid insurance certificate was displayed in the reception area and this offered cover of no less than £5 million and expires on the 30th April 2010. Equality and diversity issues are understood by the organisation and addressed for individuals through their care plans, which describe how individual needs, and preferences are to be met. Policies and procedures are adjusted in response to changing legislation and guidance. Cooperscroft Residential Home DS0000067958.V376849.R01.S.doc Version 5.2 Page 21 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 3 3 3 3 3 N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 3 DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 3 18 3 3 3 3 3 3 3 3 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 3 3 3 3 3 3 2 Cooperscroft Residential Home DS0000067958.V376849.R01.S.doc Version 5.2 Page 22 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1 Refer to Standard OP38 Good Practice Recommendations The bath hot water temperature on the top floor was recorded at 15˚C and should be kept at the required level close to 43˚C. Cooperscroft Residential Home DS0000067958.V376849.R01.S.doc Version 5.2 Page 23 Care Quality Commission Care Quality Commission Eastern Region Citygate Gallowgate Newcastle Upon Tyne NE1 4PA National Enquiry Line: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. 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