Care Home: Emmaus House

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What the care home does well The manager and staff team provide a very good standard of care. The Registered Manager is proactive in all areas of the management of the home resulting in a positive attitude throughout the home. Feedback from people living at the home is very complimentary. These are some of the comments made, " I feel the manager, senior carers and carers give their utmost in providing the best care for residents" "The care is always evaluated so the changing needs of residents are continually met" There are a range of interesting activities arranged for people to participate in and people are encouraged to pursue their own interests and their choices are respected. People live in an excellent environment with good quality furnishings and decor throughout. The home is well maintained and kept safe. Recruitment of staff at the home is done in a responsible way with checks being undertaken to make sure that people are safe to work at the home, this further protects people in the home by making sure the right staff are recruited. Staff are well trained and are positive about their work, they also have good support by the manager of the home. The management team make sure people have a say in how the home is run. They talk to people and hold resident and family meetings to give people opportunity to have their say. What has improved since the last inspection? The service performed well in all areas and had identified within the AQAA where they wished to develop the service further. Examples of areas they have identified are installing a wireless broadband connection and providing computer training for the Senior Care Staff. The manager and staff meet regularly with people who live in the home and make sure that their opinions are taken into account. As a result of consultation with individuals and residents` meetings here are some examples of the changes that have been made; the repair of creaky floor boards, redecoration of the dining room and introduction of a cooked breakfast. What the care home could do better: There were no requirements or recommendation made as a result of this inspection. Key inspection report Care homes for older people Name: Address: Emmaus House 115 Valley Drive Harrogate North Yorkshire HG2 0JS     The quality rating for this care home is:   three star excellent service A quality rating is our assessment of how well a care home is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this full review a ‘key’ inspection. Lead inspector: Linda Trenouth     Date: 1 2 0 1 2 0 1 0 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Older People Page 2 of 27 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 27 Information about the care home Name of care home: Address: Emmaus House 115 Valley Drive Harrogate North Yorkshire HG2 0JS 01423565932 01423565964 martin@emmaushouseharrogate.org Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Harrogate Emmaus Trust care home 23 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category old age, not falling within any other category Additional conditions: the maximum number of service users who may be accommodated is : 23 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: Dementia- Code DE; Old Age, not falling within any other categories- Code OP Date of last inspection Brief description of the care home Emmaus House is registered to provide personal and social care for 23 older people. The home is situated a short distance from Harrogate town centre and provides good access to services and amenities. The home is on three floors and there is a passenger lift to all levels. There are steps to the front of the building with level access at the rear. There are twenty-two bedrooms, three of which may be occupied by two people Care Homes for Older People Page 4 of 27 Over 65 4 23 23 4 0 0 Brief description of the care home to a maximum of 23 service users. All bedrooms have en-suite facilities. Prospective service users are provided with relevant information about the home and what it offers. The statement of purpose details the qualifications of staff, the aims and objectives of the home and includes a health and safety guide. At the present time, the home charges between £505- £604 ( double room sinlge occupancy) per week. Additional charges are made for hairdressing, chiropody, newspapers and toiletries. Care Homes for Older People Page 5 of 27 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: We looked at a selection of records, observed care practice and meal times, looked around the building and talked to people who live at the home, the staff and management. Before our inspection visit we reviewed all of the information we had received about the service since the last inspection and we asked the home to complete a self assessment. This was completed and returned to us on time. It provided the information we had asked for and told us what the home did well and what could be improved. We also sent a selection of surveys to the home, for the manager to hand out and ask people to complete and return to us. Sixteen comment cards were received and all were positive and are included in this report. Information from the self-assessment is also included. The care of three people was tracked to help gain evidence as to what its like to live in the home. Various records Care Homes for Older People Page 6 of 27 were viewed during the inspection. 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. Feedback was given to the Manager at the end of the visit. There were one requirement and one recommendation made during this visit. Care Homes for Older People Page 7 of 27 What the care home does well: What has improved since the last inspection? What they could do better: There were no requirements or recommendation made as a result of this inspection. Care Homes for Older People Page 8 of 27 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. Care Homes for Older People Page 9 of 27 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 10 of 27 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. People are assessed and given good information before they decide to move into the home, this is important to make sure the home is right for them. Evidence: People were well assessed before they moved into the home and given good information from the service to help them make a choice that the home was right for them. We received seven comment cards from people living at the home and all were positive. These are some of the comments we received; My family helped me choose this home, I think this was a good choice The staff are lovely here and so helpful People living at the home all say that they had been given enough information about the home before they moved in, so that they could decide if it was the right place for Care Homes for Older People Page 11 of 27 Evidence: them to live. I was told about this home and then given a brochure, it told me what I could expect We tracked the care of two people living at the home during the course of our inspection. One of those was a new admission to the home and the manager had visited the individual before they moved in to make sure the home could meet their needs. People told us that they were invited to visit the home as were their relatives. My family and I visited to make sure we liked it The home offers a trial period of residence if required, so that individuals can experience life at the home before making the decision to stay permanently. This helps to avoid inappropriate admissions, and unnecessary disruption for the individual. People are given a contract stating what they can expect whilst living at the home, this is important to make sure they are aware of their rights whilst living at the home. Care Homes for Older People Page 12 of 27 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. Peoples health and personal care needs are met, their privacy and dignity respected and the medication well managed. Evidence: The service has a good care planning system, which is person centred. This means that the individual is involved with all decision making about their care. The care plans show that where possible people are supported to be independent and that their privacy and dignity is respected. Staff were seen treating people with respect and approaching people sensitively. People living at the home told us, The staff always knock at the door, which is really important to me. The staff are always very polite and gentle when they care for you. Care Homes for Older People Page 13 of 27 Evidence: We can have a key to our room if we like, but I am happy not to have, people dont come in to my room unless invited Care plans seen regularly reviewed care needs, but some areas of need are not recorded in the care plan. Also during one persons care an invasive procedure was used and the care records did not reflect this. All areas must be included to make sure that needs are not overlooked and staff are kept up to date about the changing needs of people in their care. The care plan for one individual demonstrated that equality and diverse needs are taken into consideration to make sure that this individual is offered the same opportunities as other people living at the home. The plans showed that the staff consult regularly with health care professionals wherever advice is needed. They promptly deal with any health concerns for individuals at the home, one person told us, If I need a doctor they get me one straight away A wide range of risk assessments have been completed for each person. This is to ensure that any potential hazards are identified and action taken to minimise risk. People living at the home have a choice of GP and additional health resources such as District Nurse, Dentist and Chiropodist. People tell us that the staff support them sensitivity respecting their dignity and privacy. People are addressed by the name they prefer. Clothing and personal belongings are kept in good condition. All the staff, and the kitchen staff are caring and take time to listen to you The service has a detailed medication policy including guidance on the receipt, recording storage and administration of medicines. The storage was reviewed at the visit and is well managed. Some people do choose to self medicate. They are provided with lockable facilities for safe storage, and a risk assessment is carried out to make sure that these people are safe. Care Homes for Older People Page 14 of 27 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are able to express their concerns and procedures are robust to make sure people are safeguarded from harm. Evidence: People tell us that they choose their own daily routines and special consideration is given to religious needs. People either go out to Church or can attend services held at the home. I am very happy here and enjoy the spiritual side of arrangements, all my needs have been supplied and I appreciate the lovely calm and peaceful atmosphere here An advocate is available for individuals who may need someone else to act on their behalf. People are supported to live a fulfilling life and remain independent and have as much control over their lives as is possible. I like to spend time in my room, sometimes Ill join in the quiz, I really enjoy going Care Homes for Older People Page 15 of 27 Evidence: over to Valley Gardens During the visit people appeared comfortable and relaxed and staff have good friendly banter with them throughout the day. Individuals told us that they get up and retire when they want to and spend time in their rooms or join in activities as and when they wish. People tell us There are people who I can sit with and have a natter and the staff take time to sit and have a chat, which is nice Arrangements for visiting are well published and organised. Visitors told us that they are made to feel very welcome at the home and are able to see people in private if they wished to do so. I visit every week and am always made to feel at home, the staff always ask me how I am and if I want anything, everyone is very helpful People tell us that the food is excellent. The menus are varied and special diets and requests are catered for. I am on a wheat free diet so the chef has searched for suitable bread and cakes for me Special diets and requests are catered for, and there is a five week rolling Summer and Winter menu. The AQAA tell us The Care staff sit and eat lunch and tea with the Service Users. This not only encourages social interaction, but also means that the staff are available to help any Servcie Users discreetly with their meals. We joined people for lunch and observed this to be the case, the meal time was relaxed and unhurried, individuals ate at their own pace and those needing assistance were helped discreetly. Care Homes for Older People Page 16 of 27 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. People are able to express their concerns and procedures are robust to make sure people are safeguarded from harm. Evidence: The complaints procedure is clearly displayed within the home and included in the Service User Guide. This enabled people living at the home and their relatives to access relevant information about making a complaint if they wished to do so. People say they know who to speak to if they are not happy at the home and that they know how to make a complaint if they need to do so. People say, Our concerns are always acted on Comment cards confirm that people knew how to raise concerns or make a complaint. There have been no complaints received by the home or the Care Quality Commission (CQC) since the last inspection. Staff have training in adult protection and understand their role in the safeguarding of people in their care. Safeguarding policies and procedures are robust and accessible to the staff at the home, this is imprortant so that all staff are aware of the procedure Care Homes for Older People Page 17 of 27 Evidence: they must follow if they have concerns. The home makes sure it follows safe recruitement procedures to ensure that the right staff work at the home and that people are protected. Care Homes for Older People Page 18 of 27 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home provides a safe and comfortable environment for the people living there. Evidence: The home is ideally situated close to the centre of Harrogate and with a range of shops and facilities nearby. It is opposite the towns famous Valley Gardens. We toured the premises during the course of our inspection, and we viewed a randomly selected number of bedrooms and all communal areas. We found that the home was very pleasant, providing lovely surroundings for people to live in and spotlessly clean. The staff work hard to keep the home clean, It always fresh and kept spotless The conservatory at the front of the home has been improved with more insulation and heating. The glass is now only partially frosted to make sure people can easily see out of the windows across to the gardens. People have a lounge on the first floor with a small kitchenette where individuals can make a drink for themselves if they wish. There is also a comfortable dining area on the ground floor. Care Homes for Older People Page 19 of 27 Evidence: The carpets in the hall, stair ways and landing had been replaced. One person told us that they had brought much of their own furniture to put in their room, this meant a lot to then to have their home and memories around them. People are encouraged to individualised their rooms and rooms seen are individualised and very comfortable. The home has purchased a Stair-climber, which is available for use in the event of the passenger lift breaking down. The stair-climber is also available for use in rooms that have steps, ensuring that any people can access any room in the home. The quality of furnishings and decoration was of a high standard and the home was well maintained so that people were provided with a comfortable and safe place in which to live. Care Homes for Older People Page 20 of 27 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. Staff in the home are trained, skilled and in sufficient numbers to support people who use the service to make sure that people are supported in the best way to meet their needs. Evidence: New staff were safely recruited with thorough checks being completed on individual applicants. Induction training is then completed and other training put into place to make sure that staff are able to care for people safely. The duty rota was in place at the home and staffing levels were calculated in accordance with the assessed needs of those living at the home. Staff spoken to and comment cards sent to us by staff indicated that, in general, there were always enough staff on duty to meet the needs of those living at the home. People also say that staffing levels were good and that when they needed them staff were available. I dont often use my alarm but when I do they staff come straight away The home is introducing a wireless pager system which will mean that the buzzers Care Homes for Older People Page 21 of 27 Evidence: that normally are audible in the home will cease and staff will carry pagers on them all the time. This will improve the noise levels and therefore comfort in the home. The service has a clear staff training audit which shows the training staff have completed and when they need to update or refresh their training. Staff told us that a lot of training was provided for them. People who live at the home say that the staff are well trained. All the staff are friendly, courteous and skilled. Where they give help they are careful and well trained. This is important to make sure that people are cared for in a safe way by a well trained staff team. Staff confirmed that they had supervision but the frequency of this should be increased, some staff had only had one supervision session in 12 months. It is important that staff are well supported to make sure they meet peoples needs in a safe way. Care Homes for Older People Page 22 of 27 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 so that the health, welfare and safety of the people living and working at Emmaus House is protected. Evidence: The manager is a qualified nurse and has the registered managers award. He continues to develop and train to make sure he is up to date with and is knowledgeable about current ways of working. Quality assurance systems consist of an annual survey for people in the home to complete, six monthly residents meetings, care reviews, and reviews of the complaints and accidents records to identify any patterns etc. Senior Staff meeting are held regularly and all staff meet twice yearly. Staff confirmed that they had supervision but the frequency of this should be increased, some staff had only had one supervision session in 12 months. It is Care Homes for Older People Page 23 of 27 Evidence: important that staff have the right support. A wide range of risk assessments and internal audits have been completed by the home to ensure that the standard of service provided was monitored and that the safety of everyone is promoted. Accident records have been completed appropriately so that any incidents could be monitored and to ensure that people living at the home are protected. There are regular staff and residents meetings to make sure everyone has a say in how the home is run. The manager of the home is organised, competent and runs the home to meet the needs of the people who live there. Care Homes for Older People Page 24 of 27 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 25 of 27 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 1 7 15 To make sure that all areas of need are recorded in the care plan. To ensure that important needs are consistently met and not overlooked. 31/03/2010 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 36 Staff should have regular supervision. It is important that staff are well supported to make sure they meet peoples needs in a safe way. Care Homes for Older People Page 26 of 27 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 27 of 27 - 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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