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Care Home: Elmwood

  • Swan Hill Road Colyford Colyton Devon EX24 6QJ
  • Tel: 01297552750
  • Fax: 01297551133
  • Planned feature Advertise here!

  • Latitude: 50.726001739502
    Longitude: -3.0650000572205
  • Manager: Mrs Josephine Victoria Fitch
  • Price p/w: ~
  • UK
  • Total Capacity: 38
  • Type: Care home only
  • Provider: Elmwood Residential Home Limited
  • Ownership: Private
  • Care Home ID: 6031
Residents Needs:
Old age, not falling within any other category, Physical disability

Latest Inspection

This is the latest available inspection report for this service, carried out on 28th January 2010. CQC found this care home to be providing an Good service.

The inspector found no outstanding requirements from the previous inspection report, but made 2 statutory requirements (actions the home must comply with) as a result of this inspection.

For extracts, read the latest CQC inspection for Elmwood.

What the care home does well The home takes action to enable people to make their concerns known. Individuals` complaints are listened to, and the home seeks to address any issues raised, to theperson`s satisfaction. What the care home could do better: Identification of potential or actual safeguarding matters needs to be improved, with robust action taken in line with the local authority`s safeguarding procedures and the home`s own policies, to ensure that people who live at the home will be protected from harm or abuse. Random inspection report Care homes for older people Name: Address: Elmwood Swan Hill Road Colyford Colyton Devon EX24 6QJ two star good service 07/11/2008 The quality rating for this care home is: The rating was made on: 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 review of the service. We call this review a ‘key’ inspection. This is a report of a random inspection of this care home. A random inspection is a short, focussed review of the service. Details of how to get other inspection reports for this care home, including the last key inspection report, can be found on the last page of this report. Lead inspector: Rachel Fleet Date: 2 8 0 1 2 0 1 0 Information about the care home Name of care home: Address: Elmwood Swan Hill Road Colyford Colyton Devon EX24 6QJ 01297552750 01297551133 info@elmwoodonline.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) : Elmwood Residential Home Limited care home 38 Number of places (if applicable): Under 65 Over 65 38 0 old age, not falling within any other category physical disability Conditions of registration: 0 38 The maximum number of service users who can be accommodated is 38. The registered person may provide the following category of service only: Care home only - Code PC to service users of either gender whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category (Code OP) Physical disability (Code PD) Date of last inspection Brief description of the care home Elmwood is a home offering 24-hour residential care and accommodation for up to 38 older people. Nursing care cannot be provided other than that which the local community nurses can provide or supervise. Care Homes for Older People Page 2 of 11 0 7 1 1 2 0 0 8 Brief description of the care home It is set within the conservation area of Colyford in East Devon, on the main road through Colyford. The house was built at the turn of the century, being established as a care home in 1983. It has remained with the same owner since then, who has extended the home and who continues to improve the facilities year on year. Bedrooms are on the ground and first floors, with floors linked by a passenger lift. All bedrooms are for single occupancy, and all have en suite facilities. The grounds have been landscaped to include a prominent water feature, and the owner continues to develop the gardens for the enjoyment of service users. There is ample car parking space on site. The fees range from £450 - 530.00 per week. This does not include items such as toiletries, newspapers, chiropody and hairdressing. Further information, including our previous reports, is available from the home. The homes last key inspection was on 7 November 2008, with an Annual Service Review completed on 24 November 2009. Care Homes for Older People Page 3 of 11 What we found: We undertook this random inspection to follow up matters raised in our Annual Service Review (ASR) of the service, completed on 24 November 2009. Although the homes response to the ASR included action they had taken or intended to take to address these matters, we wanted to find out more about how complaints and safeguarding matters were managed at the home, especially with regard to outcomes for people living there. For this random inspection, we made an unannounced visit to the home which lasted 5 hours. The Responsible Individual and registered manager, Mrs. Jo Fitch, was not on duty initially, but came to the home and assisted us thereafter. Her staff also assisted us fully. We did not inspect all of the core National Minimum Standards as we do at a key inspection, but only looked at complaints procedures and matters relating to safeguarding. This included looking at some of the actions detailed in the homes response to the ASR. We discussed our findings with Mrs. Fitch and the deputy manager before leaving the home. During our visit, we spoke with 9 of the 34 people living at the home that day. We chose to speak with people who were more dependent on staff for help to move about, as the safeguarding alert noted in the ASR had related to how people were being physically assisted. We looked at their bedrooms and at other places where the homes complaints procedure was displayed. We spoke with two care staff, and looked at some records relating to staff. Our focus was on whether people could complain if anything were wrong, and how well people would be safeguarded if an allegation of harm or abuse were made. When we arrived, there were 6 care staff on duty to look after 34 people. Discussion with the deputy manager suggested that two-thirds of these people needed relatively little physical help during the day from staff, once they had been assisted to get up. Care staff were supported by cleaning and catering staff, as well as an administrator and a gardener being on duty. We noted that although the complaints procedure displayed by the Visitors signing-in book did not have all the correct information as required, a version in peoples bedrooms and in the staff room did have correct contact details for us. Both versions indicated people could contact us after first approaching the home. We discussed with the manager that people should be informed that they can contact us at any stage, if they wish, although ideally they would feel able to speak with the home initially and have their concern dealt with at that stage. Mrs Fitch agreed to amend the information to reflect this. All but one person who we spoke with said they felt able to tell the manager or staff if something was wrong, and that they could make a complaint if they wanted to. One person added, The manager is very available. Staff felt that because the manager was very hands on, she picked up peoples concerns, etc., and matters were thus dealt with speedily, without being logged as a complaint as such. They confirmed that if they reported someones complaint or a concern, they later received feedback from senior Care Homes for Older People Page 4 of 11 staff - even if they had not been on duty for a few days - so they knew matters were taken seriously and addressed. People we spoke with also felt action would be taken to address any concern or complaint they raised. Two people gave examples of a complaint or concern they had voiced, including how it had been dealt with to their satisfaction. Others said if people werent satisfied with something, it was dealt with straight away, and that the manager would go to speak with people individually if they raised an issue. One person, who had told us they felt able to complain, raised something in their general conversation with us that was an issue for them in day-to-day life at the home. We asked if they felt able to discuss such things with staff, or at Residents meetings, etc. The person told us that they might raise the matter at a residents meeting that was being held soon. Although not everyone we spoke with knew how to make a formal complaint, we saw that the complaints procedure was displayed prominently in bedrooms, next to the main light switch. This new position for the complaints procedure was one of the actions the home had said they would take to try to address a matter raised in the ASR - that people did not know how to make a formal complaint. The information was previously on the back of bedroom doors. Most people could confirm that the print used was suitable for them to read, etc., when we asked them about the notice. Some told us that their relatives would make any formal complaints on their behalf. The manager said a Residents meeting had not been held since the ASR, but she would be explaining the complaints procedure at the forthcoming meeting. Staff thought that there were complaints forms kept by the Visitors book which people could complete if they wished to. When it emerged that this was not the case, we discussed this with Mrs Fitch, so that any confusion about complaints procedures could be addressed with staff. We saw that the safeguarding procedure displayed in the staff room had been updated since the safeguarding alert was made - now giving the phone number for the local authoritys safeguarding staff, and what action staff should take immediately if an allegation was made. We were told in the homes response to the ASR that all staff would have refresher training on safeguarding adults by the end of January 2010. Staff we spoke with could give examples of practises and behaviour that could be considered to be abusive. For example, acts of neglect such as depriving people of food or drink, cleanliness, their mail, or their call bell; staff speaking to people in inappropriate ways; deceptively giving meat to someone who was vegetarian. They could also describe possible signs that someone was being abused, such as the persons changed behaviour or mood, and visible injuries such as bruises. Staff described appropriate action to take if they suspected someone was being abused, except that they did not know the relevant agencies in the community to whom they should report concerns if necessary. They told us relevant policies were in the office or in the staff room, but indicated they would go to other information for guidance on who to contact outside the home. They said that, within the last year, they had watched a training DVD about safeguarding and completed a questionnaire that tested their understanding, but had not had any feedback about their questionnaire subsequently. We Care Homes for Older People Page 5 of 11 discussed this with the manager, who said she would ensure staff did get feedback in future, and that any training emphasised the local authoritys procedures for reporting concerns to external agencies. Peoples comments about the staff included The staff are fine, The staff - theyre all good, Theyre all quite nice, I just ring the bell and the staff come, if I want them. One person told us they worried about disturbing staff in the night but that the night staff had tried to reassure them, saying Dont worry about using the bell. Two people who made these positive comments added that staff were busy however. Two people we spoke with indicated that some staff were not always pleasant, one attributing this to staff being overworked therefore tired, or having personal problems. When we spoke to the manager about such behaviour, she said she was aware of issues with one staff member and indicated action had been taken that would deal with this. We noted that we have not received any notifications (under Regulation 37) regarding disciplinary action involving any staff at the home. With regard to the suggestion that staff were overworked therefore tired, we looked at current staff rosters. We noted that some staff were regularly working 17 hours, followed by 7 hours off duty, before returning for another 17 hours on duty. Each 17 hour shift included an awake night shift. The Working Time Regulations (1998) state that A night workers normal hours of work...shall not exceed an average of eight hours for each 24 hours, and that workers should have a minimum 11 hours rest between each work day. Staff can opt out of these Regulations, but we were concerned that tiredness might lead to poor handling practises. We looked at training records for one of these staff and found no evidence of manual handling training in the last year (although they had attended a safeguarding update recently). We also asked about staff supervision arrangements, as supervision is a way of monitoring that staff are applying training that they have had, identifying what they do well, and identifying any further training needs or problems that may be affecting how individuals work. The manager told us that supervision was not recorded, as she worked with staff so often. But she then discussed that it might be prudent to keep records of formal supervision, for the reasons given above. It would also enable monitoring that all staff received the same amount of supervision - including night staff, for example. We looked at information relating to the homes investigation into the safeguarding alert. There was little detail in records to indicate the extent of the investigation. We found a lack of records to show that other potential safeguarding matters had been addressed in line with the local authoritys multi-agency safeguarding procedures. Mrs Fitch was very keen to ensure that people at the home are properly safeguarded. We asked if any staff had recently undertaken the local authoritys safeguarding training. She and the deputy manager told us they had attended training by local authority staff, in the last month. This had included some training on safeguarding, but was not the full safeguarding course that the local authority offer. What the care home does well: The home takes action to enable people to make their concerns known. Individuals complaints are listened to, and the home seeks to address any issues raised, to the Care Homes for Older People Page 6 of 11 persons satisfaction. 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 2. Care Homes for Older People Page 7 of 11 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, Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 8 of 11 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, 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 1 18 13 You must have robust 23/03/2010 systems in place for responding to suspicion or evidence of abuse, including thorough investigation and proper recording of action taken to follow up allegations or incidents of abuse, and acting in line with the local authoritys multi-agency safeguarding procedures and the homes own safeguarding policies To ensure that people living at the home are protected from harm or abuse, whether through deliberate intent, negligence or ignorance. 2 38 37 You must notify us, without delay, about any allegation of misconduct by anyone working at the home, such as any conduct which leads to the use of the homes disciplinary procedure To evidence that the health, safety and welfare of people living at the home is being 23/03/2010 Care Homes for Older People Page 9 of 11 Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, 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 fully promoted and protected. 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 18 It is recommended that, by training or other means, all staff know the local authoritys multi-agency safeguarding procedures, which includes procedures for reporting concerns to relevant agencies external to the home, to ensure the home has robust procedures for responding to suspicion of or evidence of abuse. It is recommended that shift patterns for individual staff are such that they do not work for long periods of time over times of the day or night that are physically challenging, to ensure that people are cared for safely and well, with staff able to be in a fit state at all times for the work they are required to do. It is recommended that records are kept of staff supervision, to evidence how staff practice is monitored, development needs are identified, and how these are supported and progressed. 2 27 3 36 Care Homes for Older People Page 10 of 11 Reader Information Document Purpose: Author: Audience: Further copies from: Inspection Report Care Quality Commission General Public 0870 240 7535 (telephone order line) Our duty to regulate social care services is set out in the Care Standards Act 2000. Copies of the National Minimum Standards –Care Homes for Older People can be found at www.dh.gov.uk or got 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 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. 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. Care Homes for Older People Page 11 of 11 - 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. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!

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