Care Home: Craigmore House

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What the care home does well Before anyone can move into Craigmore House they are invited to visit first. The manager also carried out a pre-admission assessment with them to make sure that Craigmore House is the right place for them to live. Care plans and risk assessments are excellent. These are kept up to date so staff know what they need to do to meet the personal, social and healthcare needs of the residents, whilst at the same time helping them to live independently. In order to help the people living at Craigmore House to make choices and decisions there is lots of information in their care plans about how they communicate. Role play is also used to help residents talk about things like bullying, which may be affecting them., which is excellent. The food is nice and there are plenty of staff around so that the residents can take part in lots of leisure activities. Activities are excellent. There is lots going on for people. As well as employment opportunities, such as working in a local craft shop, which the owner has especially purchased to provide valuable employment opportunities for residents, and local charity shops, other activities include swimming, attending the local gym, horse riding, skiing and canoeing. Residents also regularly go on holiday to Spain. Residents said they knew how to complain and staff have had training so that they know what to do to stop people from being abused. The home is clean, homely and well maintained. The staff have had lots of training, for example, about dementia, so that they can do their job well. The manager and owner are excellent, highly motivated and are constantly looking at ways of how to improve this already excellent service. They make sure that the views of the residents are listened to and acted upon. Residents said: "I like my bedroom, I have a key" "I feel safe where I live" "we take turns doing the cooking" I work in a shop, go swimming, do plenty of cooking in the house, go to the gym and college". What has improved since the last inspection? We only made one recommendation at our last inspection, for the manager to put more information in the contract about fees. This has been addressed. Although we did not feel this service needed to improve when we last inspected the manager and owner are not complacent and constantly look at how they can continue to develop and improve to ensure excellent standards are maintained. They continue to look at ways of supporting the residents to take control over their own lives. For example, as a result of listening to the residents they have introduced different activities. They have also looked at how the residents can take the lead with their own review meetings using pictures and photographs to help them. What the care home could do better: This is an excellent service and there is nothing we feel that they could improve upon. CARE HOME ADULTS 18-65 Craigmore House 49-51 Bede Road Barnard Castle Durham DL12 8HB Lead Inspector Nic Shaw Key Unannounced Inspection 11th February 2009 10:00a Craigmore House DS0000007461.V374502.R01.S.doc Version 5.2 Page 1 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 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Craigmore House DS0000007461.V374502.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Adults 18-65. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Craigmore House DS0000007461.V374502.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Craigmore House Address 49-51 Bede Road Barnard Castle Durham DL12 8HB 01833 630684 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) www.britnettcarver.co.uk/craigmore/craigmore_house.html Mrs Christine Taylour Julie Marmont Care Home 10 Category(ies) of Learning disability (10) registration, with number of places Craigmore House DS0000007461.V374502.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 8th February 2007 Brief Description of the Service: Craigmore House provides personal care, support and accommodation for up to 10 adults (aged 18 - 65) with learning disabilities. The service operates within the private sector and is owned by Mrs. Christine Taylour and managed on a day-to-day basis by Mrs. Julie Marmont. The home was formerly 2 large terraced houses. A door between the dining room and the television room connects the two properties. All bedrooms are for single occupancy. The home is situated within walking distance of Barnard Castle town centre and other local amenities. Fees charged by the home range from £414.19- £423.33 per week. Additional charges include a contribution towards the cost of the home’s vehicles: £5 per month plus 20 pence per mile. Craigmore House DS0000007461.V374502.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 3 stars. This means that the people who use this service experience excellent quality outcomes. We have reviewed our practice when making requirements, to improve national consistency. Some requirements from previous inspection reports may have been deleted or carried forward into this report as recommendations – but only when it is considered that people who use services are not being put at significant risk of harm. In future, if a requirement is repeated, it is likely that enforcement action will be taken. Before the visit: We looked at: • Information we have received since the last full visit on 8th February 2007. • How the service has dealt with any complaints & concerns since the last visit • Any changes to how the home is run • The provider’s view of how well they care for people • The views of people who use the service. The Visit: An unannounced visit was made on 11th February 2009. During the visit we: • Talked with people who use the service, staff &the manager • Looked at how staff support the people who live here • Looked at information about the people who use the service and how well their needs are met • Looked at other records which must be kept • Checked that staff had the knowledge, skills and training to meet the needs of the people they care for • Looked around parts of the building to make sure it was clean, safe and comfortable • Checked what improvements had been made since the last visit We told the manager what we found at the end of each visit Craigmore House DS0000007461.V374502.R01.S.doc Version 5.2 Page 6 What the service does well: Before anyone can move into Craigmore House they are invited to visit first. The manager also carried out a pre-admission assessment with them to make sure that Craigmore House is the right place for them to live. Care plans and risk assessments are excellent. These are kept up to date so staff know what they need to do to meet the personal, social and healthcare needs of the residents, whilst at the same time helping them to live independently. In order to help the people living at Craigmore House to make choices and decisions there is lots of information in their care plans about how they communicate. Role play is also used to help residents talk about things like bullying, which may be affecting them., which is excellent. The food is nice and there are plenty of staff around so that the residents can take part in lots of leisure activities. Activities are excellent. There is lots going on for people. As well as employment opportunities, such as working in a local craft shop, which the owner has especially purchased to provide valuable employment opportunities for residents, and local charity shops, other activities include swimming, attending the local gym, horse riding, skiing and canoeing. Residents also regularly go on holiday to Spain. Residents said they knew how to complain and staff have had training so that they know what to do to stop people from being abused. The home is clean, homely and well maintained. The staff have had lots of training, for example, about dementia, so that they can do their job well. The manager and owner are excellent, highly motivated and are constantly looking at ways of how to improve this already excellent service. They make sure that the views of the residents are listened to and acted upon. Residents said: “I like my bedroom, I have a key” “I feel safe where I live” “we take turns doing the cooking” I work in a shop, go swimming, do plenty of cooking in the house, go to the gym and college”. Craigmore House DS0000007461.V374502.R01.S.doc Version 5.2 Page 7 What has improved since the last inspection? What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Craigmore House DS0000007461.V374502.R01.S.doc Version 5.2 Page 8 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection Craigmore House DS0000007461.V374502.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 2 Quality in this outcome area is good. We have made this judgement using a range of evidence, including a visit to this service. Residents health and personal care needs are always assessed prior to admission in order to determine that these can be met in the home. EVIDENCE: There have been no new admissions to the home since we last visited, however, there is currently one vacancy. There is a clear admission policy and procedure in place and part of this process involves the prospective resident coming for a look around Craigmore House. The home has its own preadmission needs assessment, which is completed with the prospective resident, their relatives, (if appropriate), their advocate and care co-ordinator. In addition to this the manager makes sure that she obtains a copy of the care co-ordinator assessment. The care plan is then developed from the assessments and pre-admission visits. The manager is currently reviewing the admissions process to ensure that the prospective resident’s views are fully taken in to account during the decision making process. This will be achieved by ensuing the prospective resident has issues explained to them in a way they understand. Craigmore House DS0000007461.V374502.R01.S.doc Version 5.2 Page 10 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7 &9 Quality in this outcome area is excellent. We have made this judgement using a range of evidence, including a visit to this service. The residents care plans are excellent and give detailed information about residents as individuals, which ensures person centred care is provided. Residents are able to take risks and the staff continue to develop excellent ways of communicating with the residents in order to help them make choices in their daily lives. This enables the residents to lead independent lifestyles. EVIDENCE: All care plans have been reviewed and produced in a clearer format. There are person centred plans which summarise each residents goals and aspirations and the support they need to reach their goals. The care plans provide staff with excellent step by step clear guidance on the action they need to take to meet each residents assessed needs. The plans Craigmore House DS0000007461.V374502.R01.S.doc Version 5.2 Page 11 focus upon the individual’s strengths and personal preferences. They are written in such a way as to ensure that residents are given as much control as possible over their lives as possible. For example: incentive schemes have been developed, where appropriate, to support residents to take control over their behaviour. Action plans have also been developed with each resident. These have clearly identified short and long term goals and include all activities of daily living, such as cooking and domestic tasks. It was evident that all activities have a learning focus thereby enabling residents to develop their independent living skills. The plans are regularly reviewed. The review process has been changed so that each resident leads their own review with the support of staff. Pictures and photographs are used to help with this process. The manager told us that a care co-ordinator had recently commented that a particular review was the “best” she had been to for a long time. Good information is also included in the care plans about how each person’s method of communication. Some of the residents have a communication book. The care plans we looked at show how residents are encouraged to be independent in all areas of their daily life, such as personal care tasks and taking part in activities inside and outside the home. All of these can involve taking a degree of risk. The manager assesses any hazards that may be involved in carrying out certain tasks, as well as identifying any benefits and pitfalls. Information about risks are recorded in the format of a risk assessment; this allows staff to give the right amount of support to the person as well as reducing any further chances of hazard. Examples of risk assessments in place include vacuuming, looking after personal allowance, cooking and ironing. Staff encourage informal discussion with residents in order to find out their views and opinions. In addition to this advocacy services have been used to assist residents with the decision making process. It was also excellent to note that role play is used as a way of helping the residents to think and talk about issues which may be affecting them, such as bullying. Craigmore House DS0000007461.V374502.R01.S.doc Version 5.2 Page 12 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 11, 12, 13, 14, 15, 16 & 17 Quality in this outcome area is excellent. We have made this judgement using a range of evidence, including a visit to this service. Residents are supported to take part in an excellent range of activities both inside and outside the home. Residents are assisted to maintain links with their families and to have a regular community presence. This enables them to lead a full and enjoyable life. Residents are provided with a nutritious, healthy, varied diet which helps to promote their general health and well being. EVIDENCE: When we arrived at the home all of the residents were out and about enjoying a variety of activities which are individualised to each person. For example, Craigmore House DS0000007461.V374502.R01.S.doc Version 5.2 Page 13 some people were horse riding, one person was working in the craft shop, which is owned by the company, and other residents had gone swimming. The owner has a small day centre and this is where, during the week, everyone meets up for lunch before their afternoon activity. We met all of the residents at this time. Everyone spoke enthusiastically of the activities they took part in and it was evident the commitment of the manager and owner to ensuring that residents are supported to use a range of community facilities. For example, some of the residents are members of the local gym and local library. Others regularly attend college and have work placements in the town centre. It was excellent to note that some of the residents are involved in the Learning Disability Parliament and Locality Groups and regularly attend meetings where local issues are discussed. The home has its own transport so that residents can enjoy activities further away, such as skiing and canoeing. It was excellent to note that some of the residents will be taking part in the Special Olympics in Leicester next year. In the meantime the manager has arranged for those taking part to have a “practise run” and gain experience at another event, the North West Games. The manager has recently completed a climbing wall training certificate so that she can support a group of residents with this activity. The manager and owner are in the process of developing their own basic skills programme, the aim being to help residents to improve their literacy, numeracy and daily living skills. There is a room available in the day centre, which is to be used for this. The manager stated that their goal is to ensure that all activities have a learning element, for example, those residents who go horse riding are working towards completing a horse riding certificate. In the day centre there was a diagram of a horse with labels naming the various parts to assist people with this. One resident we spoke to said they go to Durham College and is studying English and Maths there. They also said “I do plenty of cooking in the house” and “I go to Spain a lot for a holiday. Its nice and hot there Some of the activities available in the house include WII fit, Karaoke and the internet. Although none of the relatives were visiting on the day of the inspection the manager confirmed it was the policy of the home for relatives to visit their family member at any time. Residents have photographs of their family in their care plan and staff are supporting some to develop a family tree. Craigmore House DS0000007461.V374502.R01.S.doc Version 5.2 Page 14 Residents are able to spend time on their own or with others when they return home form their busy daily schedule. One resident told us that they liked to watch Midsummer Murder in their bedroom when they get home, their choice to do so respected by staff. Menus are planned and decided based upon the residents likes and dislikes. Healthy eating is encouraged and all food is freshly prepared. Mealtimes are very flexible and times of meals depend on the routines and activities of the residents. At a recent staff meeting suppertime was discussed and whether to encourage residents to come down to communal areas for this in order to promote social interaction. The decision was made to consult with the residents about this, again further demonstrating how the residents are supported to be in full control of the daily routines of the home. There was lots of fresh fruit available so the residents can help themselves. Residents said “the food is really supper” and “the food is very nice”. Craigmore House DS0000007461.V374502.R01.S.doc Version 5.2 Page 15 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19, 20 & 21 Quality in this outcome area is excellent. We have made this judgement using a range of evidence, including a visit to this service. Residents receive the support they need from staff to an excellent standard ensuring that their personal, physical and emotional health needs are met. This excellent support extends to the ageing, dying and death of residents. The residents are protected by the homes medication policies, procedures and practises. EVIDENCE: The care plans provide clear guidance to staff on the residents preferences on how their personal care needs are to be met. The areas covered within the care plans include oral care, hair care, night care and dietary needs. The care plans are all different and the content reflects the personal care needs of each resident. The home works with residents to help them with personal care and presentation, the aim being to build self esteem and confidence. Craigmore House DS0000007461.V374502.R01.S.doc Version 5.2 Page 16 Personal support is flexible and consistent and staff are clearly knowledgeable of the residents personal and health care needs and how best to offer support. The service is particularly excellent at ensuring that prompt referrals are made to a range of specialist healthcare professions, such as psychologists and it was excellent to note the active response of the home to one person’s changing needs in relation to their dementia. It was also excellent to note the care and support offered to one person who was terminally ill. A district nurse took time to commend the home about this. They said “ giving palliative care was a new experience for your team and you rose to the challenge admirably. We felt confident that any problems that arose would be promptly relayed to us and we all worked well together”. The manager has started a programme of men and women’s health which includes advice, information and education. The service clearly has a philosophy of promoting a health lifestyle and call they call this “fit for the 21st century”. This was evident in the range of activities residents are supported to enjoy in addition to a healthy diet. Medicines are stored safely and securely. Medication records confirmed that medication is administered to residents appropriately. Systems are in place for ordering and the safe disposal of medication. All staff have completed training in the safe handling of medication. Craigmore House DS0000007461.V374502.R01.S.doc Version 5.2 Page 17 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 22 & 23 Quality in this outcome area is good. We have made this judgement using a range of evidence, including a visit to this service. Arrangements are in place through the complaints and other processes to promote the safety of residents and offer protection. Appropriate policies and procedures are in place, supported by staff training, which ensure that residents are protected from abuse and neglect. EVIDENCE: There is a complaints procedure available to the residents. Residents we spoke to said that they would speak to their keyworker of staff if they were unhappy. We looked at the complaints book. There have been three complaints in the last 12 months, which the manager investigated quickly. This service is excellent at listening to residents and encouraging them to speak out about issues through role play, residents meetings, surveys and use of advocates. In the last year all staff have completed training in relation to the protection of vulnerable adults. The home has policies and procedures about safeguarding adults. The manager is currently reviewing these to ensure that they comply with the local authority safeguarding inter agency policy on safeguarding adults. There have been no safeguarding referrals made since the last inspection. Craigmore House DS0000007461.V374502.R01.S.doc Version 5.2 Page 18 Residents said “I feel safe where I live, plenty of company”. We looked at the residents personal finance records. These showed that for all transactions made on behalf of the residents, one staff signatures is obtained. It was suggested, as good practise, that two staff sign the transaction sheet and where possible keep receipts for purchases made. The manager was agreeable to the advice offered. Craigmore House DS0000007461.V374502.R01.S.doc Version 5.2 Page 19 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 24 & 30 Quality in this outcome area is good. We have made this judgement using a range of evidence, including a visit to this service. The environment is homely, comfortable and clean providing the residents with a safe well maintained place to live. EVIDENCE: Craigmore House used to be two separate large terraced houses. There is a door between the dining room and television room which connects the two houses. Everybody has their own bedroom, nobody has to share. The bedrooms we looked at were personalised to reflect each person’s likes and interests and they are all different. It was excellent to note how there have been slight discreet alternations to the environment to support one person who has dementia. For example: a toilet roll holder where only a small amount of toilet Craigmore House DS0000007461.V374502.R01.S.doc Version 5.2 Page 20 paper can be pulled out at a time and small pictures of items of clothing positioned in their bedroom to help the person find their clothes. The furnishings and fittings are domestic in style. There is a communal lounge and dining room. Since we last visited both bathrooms have been redecorated and new flooring fitted. The kitchen has also been redecorated and vertical blinds installed throughout the home. Residents are encouraged to look after their own bedrooms and staff support them with this. Everyone is provided with a key to their bedroom so that they can keep them locked if they want to. There are policies and procedures available in relation to infection control and all staff have completed training in this. Residents said “I like my room, its massive”, “I’ve moved bedrooms and I prefer it”. Craigmore House DS0000007461.V374502.R01.S.doc Version 5.2 Page 21 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 32, 34, 35 & 36 Quality in this outcome area is excellent. We have made this judgement using a range of evidence, including a visit to this service. Residents benefit from skilled, experienced staff and the good staffing levels ensure that the residents needs are readily met. Staff records showed that residents are supported and protected by the home’s recruitment practices. EVIDENCE: The manager has recently carried out a stakeholder survey with staff to identify areas of concern including training needs and quality of training. She is in the process of responding to the needs which have been identified in the survey. As well as the NVQ 2 and 3 qualification in care staff have completed specialist training in the needs of people with dementia. We spoke to staff about this Craigmore House DS0000007461.V374502.R01.S.doc Version 5.2 Page 22 who said they had found this to be beneficial. The manager is also looking at providing specialist training in autism. There is a thorough induction training programme which includes the aims and objectives of the service, confidentiality, care practise and equality and diversity. The manager has developed a staff handbook, to give to new staff, which includes key policies and procedures such as safeguarding adults. A mentoring system has been introduced to help support new staff. The manager constantly keeps staffing levels under review and ensures additional staff are provided to meet the health care needs of residents. For example, an extra member of staff has been provided to support one resident who requires 1:1 support at particular times of the day. Counselling support has been provided for staff when dealing with difficult situations such as death and dying. All staff are provided with regular supervisions and an annual appraisal. Very detailed records are kept of these and issues discussed are clearly linked to the aims an objectives of the service. A sample of staff recruitment records were looked at. These showed that the manager obtains two written references and an Enhanced Criminal Records Bureau Check before new staff are able to work in the home. As part of the recruitment procedure new staff are invited to visit the home and meet the residents. Craigmore House DS0000007461.V374502.R01.S.doc Version 5.2 Page 23 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. 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 are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 39, 38, 39 & 42 Quality in this outcome area is excellent. We have made this judgement using a range of evidence, including a visit to this service. Overall management systems are excellent and innovative and ensure that the health, safety and welfare of residents are promoted. EVIDENCE: The information we asked for before out visit called the Annual Quality Assurance Assessment (AQQA) provided us with excellent detailed information about what has happened in the home in the last year, how the manager and owner have improved the service and what plans they have in place to improve even further. Craigmore House DS0000007461.V374502.R01.S.doc Version 5.2 Page 24 The owner and manager are clearly committed to person centred care. The manager is highly motivated and committed to ensuring that the diverse needs of all of the residents are met to a high standard. The manager is well experienced and qualified and holds the NVQ level 4 qualification in care and the Registered Managers Award. She has continually ensured that the appropriate action, such as provision of additional staff, specialist training and referral to other professionals for advise, has been quickly made to ensure that the staff team continue to be able to meet the changing needs of residents. In order to make person centred care a reality for the residents the owner has opened a small day centre. Residents use this as a learning centre and base from which they attend a wide range of community activities such as college, work placement and leisure pursuits. She has also purchased a craft shop next to the day centre where residents can choose to work and be viewed as valued members of the local community. This creative and visionary approach to providing person centred care is excellent and commendable. The enthusiasm and commitment of the owner and manager to ensuring high standards of care and support is provided is evident. They both attend conferences and meetings to keep up-to-date with current trends and legislation. And continually review policies and procedures and practices to ensure excellent standards of care continue to be provided. There are excellent quality assurance procedures in place which include regular resident meetings, stakeholder surveys as well as role play to help residents talk about issues. The information from surveys is analysed and action plans developed to improve the service. It is evident through these processes that the rights of the residents is a core philosophy of this service. All staff are provided with training in health and safety issues. The working practices in the home are safe and there are health and safety policies and procedures which are regularly reviewed and up-dated. Craigmore House DS0000007461.V374502.R01.S.doc Version 5.2 Page 25 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 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 X 2 3 3 X 4 X 5 x INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 4 23 3 ENVIRONMENT Standard No Score 24 3 25 X 26 X 27 X 28 X 29 X 30 3 STAFFING Standard No Score 31 X 32 4 33 X 34 3 35 4 36 4 CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 4 4 X 4 X LIFESTYLES Standard No Score 11 4 12 4 13 4 14 4 15 3 16 4 17 4 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 4 4 3 4 4 4 X 4 X 3 x Craigmore House DS0000007461.V374502.R01.S.doc Version 5.2 Page 26 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. Refer to Standard Good Practice Recommendations Craigmore House DS0000007461.V374502.R01.S.doc Version 5.2 Page 27 Commission for Social Care Inspection North Eastern Region St Nicholas Building St Nicholas Street Newcastle Upon Tyne NE1 1NB National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Craigmore House DS0000007461.V374502.R01.S.doc Version 5.2 Page 28 - 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. 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