Care Home: Corton House

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What the care home does well The service provides people living in the home with a comfortable and clean environment, with facilities suited to their needs. Care and support is provided to meet identified needs, and in a way suited to each individual. It was apparent from our discussions with the manager, with staff and residents living in the home that they all felt valued, and some of the comments made by residents included ` its a lovely place to live, nothing is too much trouble` ` within reason we can have anything we want` ` the staff are wonderful` The home is run under a Christian ethos, but this does not mean that residents have to attend services and prayer meetings, they are free to choose from a range of activities and events, and encouraged to help plan and arrange them, through an activities committee. What has improved since the last inspection? Since we last inspected the home, continued refurbishment and redecoration has taken place, and the entrance foyer extended, and this gives a very welcoming feel as you arrive. In addition the bathrooms in the home have been refurbished, and a new fully controllable bath installed suited to those with some mobility difficulties. Staff have continued to receive training suited to their role, and he management committee have taken into account the views expressed in surveys of both staff and residents. What the care home could do better: No requirements were made as a result of our visit. We discussed the care plans with the manager and head of care, indicating some areas that we felt could be improved, and they agreed to introduce these ideas within the documentation they use. Further redecoration is planned for the coming year, in particular the first floor areas, and the service is ensuring that colour schemes reflect the likes of those living there. Inspecting for better lives Key inspection report Care homes for older people Name: Address: Corton House City Road Norwich Norfolk NR1 3AP     The quality rating for this care home is:   three star excellent service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Alan Buttery     Date: 2 1 0 5 2 0 0 9 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. 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. 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 Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 26 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). 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 CSCI 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 26 Information about the care home Name of care home: Address: Corton House City Road Norwich Norfolk NR1 3AP 01603620119 01603665095 care@cortonhouse.co.uk 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) : Corton House Limited care home 44 Number of places (if applicable): Under 65 Over 65 44 old age, not falling within any other category Additional conditions: 0 44 Older people of either sex may be accommodated Date of last inspection Brief description of the care home Corton House is a residential care home providing care and accommodation for 44 older people. It is owned by Corton House Ltd. a charitable Housing Association with a Christian ethos, which is managed by a committee whose members in the main are representatives from the Norwich Free Churches. Corton House is a large, two storey building situated in its own grounds close to the city centre of Norwich. There are two passenger lifts to the first floor and the bedrooms are sited on the ground and first floors and consist of one double bedroom (with en suite) and forty-two single bedrooms (thirty-nine with en suite). The home has two communal lounges, a dining room, garden room and activity room and is surrounded by well-kept gardens that offer pleasant areas to sit and walk. There Care Homes for Older People Page 4 of 26 Brief description of the care home is car parking to the front of the property and the home is within walking distance of local shops and the city centre and sited near to health care facilities. Fees range between 440.00 and 480.00 depending on assessed need. Care Homes for Older People Page 5 of 26 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: three star excellent service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: This was an unannounced inspection, during which we discussed the care provided at Corton House with the manager of the home, with some of the staff and a number of people living in the home. During our visit we were invited to have lunch with some of the residents, and during this time we were able to talk to them about the home, and what its like to live there. We also received an Annual Quality Assurance Assessment (AQAA) from the provider, which has given us further information about the service, and this is reflected within the report. Care Homes for Older People Page 6 of 26 Care Homes for Older People Page 7 of 26 What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 8 of 26 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 9 of 26 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Prior to anyone moving into the home, a full assessment of needs is undertaken to ensure that the new resident can be confident that their care needs can be met by the home. Evidence: The service has its own admission criteria and admissions process, which were discussed with the manager of the home during our visit. After an initial enquiry, a prospective resident is sent a brochure giving them information about the hoe (this is currently being reprinted) together with an application pack and details of the homes range of fees. If they feel the home is one they would like to move into, they are invited to visit the home, to discuss the service and their individual needs, and to ensure that the home is Care Homes for Older People Page 10 of 26 Evidence: able to meet the identified needs of the person , and that they do not have needs that would make the provision of care too difficult. If the assessment proves satisfactory, the prospective resident would go on a waiting list until they are ready to move in or until a room becomes available. Whenever anyone moves into the home, it is on an initial trial basis, usually for three weeks, to ensure that the home is suitable, and an agreement is then signed either by the resident of their next of kin. Details of the assessment process followed are kept on the individual files of the resident, and examples seen during our visit. On the day of admission, the head of care goes through an initial care plan with the new resident, the cook meets with them to discuss any dietary needs, medication is arranged and the resident chooses which GP they wish to be with. The service does not offer intermediate care. Care Homes for Older People Page 11 of 26 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Individual plans are in place to show how identified needs are to be met, and how this suits the individual person, although some further changes were identified to ensure that the input of the individual concerned is shown. Evidence: As indicated earlier, initial care plans are prepared as new residents move into the home, which provide details of the individuals needs and how those needs should be met. During our visit we discussed the support provided with some of the residents of the home, and looked at a number of individual plans. The service uses a pre printed format for the individual plans, and on those that we looked at, there was little evidence that the individual residents had been involved in their preparation, although as mentioned earlier, people that we spoke with were aware of the plans. In addition, there was little information on social activities and likes and dislikes, Care Homes for Older People Page 12 of 26 Evidence: although the manager of the home did tell us that they were developing this separately, and provided us with their initial findings on the likes and dislikes of people living in the home. These should now be incorporated iunto the care plans. In addition, it would be of benefit to both residents and staff if the plans included an intended outcome for the person they relate to. Care Homes for Older People Page 13 of 26 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. A wide range of activities are available to people living in the home, who have recently been able to indicate activities they would like to take part in. Evidence: The service continues to offer a wide range of events and activities to people living there, including some which are shared with the sheltered complex adjoining the home. This gives a greater variety and offers the residents of the home the opportunity to meet new people. Activities available to people include music, and games, quiz sessions, and these are arranged and organised by an activities and leisure committee. The committee is open to residents as well should they wish to be part, and includes support from volunteers. They have recently introduced nail care/massage sessions, run by a trained staff member, which are proving very popular, and each afternoon, one of the staff on duty has the responsibility to assist with activities. The service also arranges monthly themed events, and shortly before the inspection Care Homes for Older People Page 14 of 26 Evidence: held a Mayday party. At the time of our visit, we were told by the manager that the are in the process of carrying out an individual assessment on everyone living in the home to ensure that their likes and dislikes are known, and that activities can be made available to suit all, either group or individual. A copy of this assessment was provided at the time of our visit, and shows a number of activities that residents have expressed an interest in. During our visit, we were invited to join the residents for lunch, and observed first hand the relaxed nature of mealtimes. Food is all home cooked, and a choice offered to everyone both main course and desert. The ladies that we sat with over lunch all felt that the home gives them a good variety of appetising food. Care Homes for Older People Page 15 of 26 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Procedures are in place to ensure that any concerns, complaints or allegations are appropriately dealt with, and that people living in the home are aware of who they should speak to if they have a concern. Evidence: The Annual quality assurance assessment indicated that two written complaints had been received since our last visit, which were appropriately investigated, and although not upheld, satisfied the complainants. Procedures are in place to ensure that this is the case, and concerns or complaints dealt with within strict timescales. Procedures are also in place to make sure that any allegations made of abuse are dealt with, and referred onto the local safeguarding team. Since our last visit, no safeguarding issues have arisen. All staff receive training in safeguarding matters and procedures, within the initial induction training, and through regular updates. Residents that we spoke to during and after lunch all confirmed that they are aware of who to speak with should they have any concerns of complaints to make. Care Homes for Older People Page 16 of 26 Care Homes for Older People Page 17 of 26 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The service provides a clean and well maintained home suited to the needs of the individuals who live there. Evidence: The home is close to the centre of Norwich, and offers a spacious and clean home for the people living there, with good facilities. We looked around the home, which was clean and free from any unpleasant odours, with two lounge areas, a large dining room, a garden room and an activity room. Outside are very well maintained gardens, and a sensory area and pergola which some of the residents in the home have helped to plant. There are a variety of seating areas outside and a Patio, and some of the residents we spoke to over lunch told how they enjoy the gardens, and spend some of their time outside, when the weather is good.. Since our last inspection visit, kitchen worktops have been replaced in stainless steel, and a new hot water system installed. The entrance to the home has also been enlarged and a welcome table and fish tank installed. The first floor is to be redecorated this year, and advice is being sought to ensure colours are chosen that are suited to the people living in the home. Care Homes for Older People Page 18 of 26 Care Homes for Older People Page 19 of 26 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. A well trained staff team are in place, and all the required recruitment checks made to ensure they are able to meet the needs of the people living in the home. Evidence: During our visit, we discussed the services recruitment procedures with the registered manager. The home has a well established staff team, with few changes, and a small number of staff have remained working in the home past normal retirement age. We spoke with some of the staff, and discussed with them the training and support they receive, which enables them to offer good support to the people living in the home. We also spoke with a number of residents in the home, and they all clearly felt that sufficient staff were in place to meet their needs, and were very complimentary of the staff employed. We looked at the staff records for three members of staff, and these showed clearly that the recruitment procedures in place are being followed. The files included application forms, at least two written references for each employee, training records, details of their criminal record bureau check, and other relevant information. The service is currently fully staffed, but always keen to recruit relief staff to cover Care Homes for Older People Page 20 of 26 Evidence: holidays and sickness. An annual staff survey is undertaken, and issues of concern discussed by the management committee. As an example, the manager can now offer discretionary leave in the event of a bereavement, and a reward scheme is in place should recommendations from staff result in recruitment. The AQAA shows that the previous survey indicated 92 of staff were satisfied with their job at a rating of good or excellent, and 8 of the staff have been working in the home for over 10 years. Care Homes for Older People Page 21 of 26 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is well managed, and clearly run with the interests of the residents important in all areas, and their views taken into account when considering change. Evidence: The home is run by a management committee, with 9 voluntary members, with day to day responsibility taken by the registered manager of the home, who also sits on the committee. The manager also takes management responsibility for the neighboring sheltered complex, and is assisted by two heads of care. There are also committees within the home responsible for the running of the home, activities and leisure, staff consultation and health and safety, with members of the staff team, occasionally residents, and members of the management committee involved in day to day issues. Care Homes for Older People Page 22 of 26 Evidence: Quality assurance processes are in place with a regular survey of residents views taken, ensuring their involvement. Residents we spoke to during our visit were very happy with the home and the support they receive. Staff are supported by a number of volunteers who offer extra help to the staff, as well as having more time to talk to people living in the home. Care Homes for Older People Page 23 of 26 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 24 of 26 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations 1 8 Individual plans should include more information on the social needs of people living in the home, the desired outcomes, and how the individual was involved in their preparation. The information recently gathered on activities individuals would like to do should be incorporated in their individual care plans. 2 12 Care Homes for Older People Page 25 of 26 Helpline: Telephone: 03000 616161 or Textphone: or 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) Commission for Social Care Inspection (CSCI). 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 CSCI copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 26 of 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. 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