Care Home: Fairhaven Lodge

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What the care home does well Excellent feedback was received from those staying at Fairhaven Lodge and their relatives. It is clear that a high standard of care and support is consistently provided. Comments included; "My (relative) has been resident here for 6 years, during which time she has been shown care and compassion beyond the usual scope and responsibility of a care home." and "The home maintains a very high standard in all aspects of care." And from those living at the home; "I love it. They love me. Thank you." and "I am happy here and don`t want to live anywhere else. Fairhaven is for me!" Staff interact well with residents, who appear bright and willing to engage in conversation even though this ability may be limited due to their dementia. Staff have excellent opportunities to undertake qualification training. Over half of the team have achieved NVQ (national vocational qualification) level 2 or above. This means that they have had their work practice assessed and have been deemed competent in their role. The key strength of the home is the way it is managed. Staff provided excellent feedback about the guidance and support provided by the manager and deputy manager, who sometimes work alongside care staff and therefore act as positive role models for staff. The management team have a sustained track record of delivering a high quality service and continually look at where improvements can be made. The quality monitoring systems used ensure that all those connected to the home can provide feedback about the standard of service provided and can be confident that their views will be taken seriously and acted upon. What has improved since the last inspection? The refurbishment programme has continued, with improvements being made to many areas of the building. The dining room has been re carpeted and new dining furniture purchased. A toilet room on the ground floor has been refurbished and another ground floor toilet room created. New televisions have been installed in the lounges and a number of bedrooms have been refurbished, with new flooring and redecoration. A new shower room has been installed on the top floor and the main bathroom has a new hoist. Generally the home is now looking well maintained and attractive, providing a homely place to live. The training room at the home has been refurbished and more training courses now take place `in house`. Care staff have undertaken infection control training, meaning that they have an understanding of good practice in this area and are aware of their role in helping to prevent cross infection. 9 of the 14 care staff have achieved NVQ awards at level 2 or above. More staff are soon to complete NVQ awards. The manager has completed the Registered Manager Award, which is the recommended qualification for anyone managing a care service. This qualification endorses the extensive skills and experience already obtained. What the care home could do better: Improvements to the environment continue and good progress is being made. However there are still some areas requiring attention. These include some of the bedrooms and the main entrance porch. Certain elements of records kept by staff were discussed with the manager, who is advised to avoid the need for staff to make duplicate recordings. This will mean that staff time is not taken up with unnecessary tasks. Inspecting for better lives Key inspection report Care homes for older people Name: Address: Fairhaven Lodge 7/9 Fairhaven Road St Annes Lancashire FY8 1NN     The quality rating for this care home is:   three star excellent service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Lesley Plant     Date: 1 8 0 8 2 0 0 9 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 30 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 30 Information about the care home Name of care home: Address: Fairhaven Lodge 7/9 Fairhaven Road St Annes Lancashire FY8 1NN 01253720375 F/P01253720375 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Dr Morgiana Muni Nazerali care home 25 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia Additional conditions: 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 The maximum number of service users who can be accommodated is: 25 Date of last inspection Brief description of the care home Fairhaven Lodge is registered to accommodate 25 residents who have a diagnosis of dementia. The home is situated close to both the sea front and the centre of St Annes, meaning that local amenities and facilities are easily accessible. Accommodation is split over three floors, with a stair lift enabling access to the upper floors. Most bedrooms have their own ensuite facilities. There is space at the front of the home for parking and a small, enclosed rear garden where people can sit out in the summer months. There is an activity programme in place, providing motivation and 25 Over 65 0 Care Homes for Older People Page 4 of 30 Brief description of the care home stimulation for those living at the home. Care Homes for Older People Page 5 of 30 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: three star excellent service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: This key inspection focused on the outcomes for people living at the home and involved gathering information about the service from a wide range of sources over a period of time. The site visit for this inspection was unannounced. At the time of this visit there were 24 people resident at the home. All of the key national minimum standards, plus the standard relating to staff supervision, were assessed. Time was spent talking to people staying at the home and observing staff as they went about their duties. All those living at Fairhaven Lodge have various degrees of cognitive impairment therefore some conversations were brief and limited. The inspector spoke to the manager; the deputy manager, the chef and several care staff. Records were viewed and a tour of the building took place. The Annual Quality Assurance Assessment completed by the manager of the home, also provided some useful information. This is a self assessment focusing on how well Care Homes for Older People Page 6 of 30 positive outcomes are being achieved for people using the service. Care Quality Commission surveys, inviting feedback about the service provided at Fairhaven Lodge were received from 13 people staying at the home, with many containing comments from relatives. Surveys were also received from 9 members of staff. A service review took place in August 2008, with the last full key inspection being conducted in August 2007. What the care home does well: What has improved since the last inspection? What they could do better: Improvements to the environment continue and good progress is being made. However there are still some areas requiring attention. These include some of the bedrooms and Care Homes for Older People Page 8 of 30 the main entrance porch. Certain elements of records kept by staff were discussed with the manager, who is advised to avoid the need for staff to make duplicate recordings. This will mean that staff time is not taken up with unnecessary tasks. If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 9 of 30 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 30 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. Thorough assessments take place prior to anyone coming to stay at the home, helping to ensure that no one is admitted unless their needs can be met. Evidence: The assessment and information gathering process for people considering staying at Fairhaven is well organised. An initial enquiry form is used to gather basic information, which is then transferred onto the personal record. Assessments are undertaken by the manager or deputy manager, who are both experienced in this area. Assessments normally take place in hospital or in the persons home. Information is also gained from other professionals, such as social workers, as appropriate. Relatives are fully involved in the process and are asked to provide useful background information about the individuals life, such as hobbies, employment, and achievements. Interested parties are welcome to visit the home, to look around and meet staff, prior to making any decision regarding moving into Fairhaven Lodge. Care Homes for Older People Page 11 of 30 Evidence: Responses in the CQC surveys received confirmed that people received enough information to help them decide if this home was the right place for them before they moved in. The assessment documentation viewed was detailed and as well as identifying the areas where the person requires support, it also identifies what the person can do for themselves, their skills and abilities. This helps to ensure that skills are not lost and independence is promoted. Risk assessments are carried out regarding areas such as mobility and nutrition. Discussions with the manager confirmed that people are not admitted to the home unless there is confidence that all their needs can be met. People are not admitted to Fairhaven Lodge solely for intermediate care. Care Homes for Older People Page 12 of 30 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. Health and personal care needs are met and people staying at Fairhaven Lodge can be confident that they will be treated with respect and have their dignity promoted. Evidence: The information gathered during the assessment process is reviewed each month, or more often if needs have changed. Care plans are then amended as necessary. A full annual review is arranged each year, with relatives and health/social care professionals being invited as appropriate for each individual. This is in addition to the more informal discussion that takes place with relatives when they visit the home. The management team are proactive in encouraging social workers to attend this annual meeting. Care plans address a range of needs including social and religious needs and preferences. Such as for one person, who has a strong catholic faith. This individual attends church and it has also been arranged that she can receive communion at the home. Each person has a personal care and hygiene chart detailing the support needed and this is completed by care staff to confirm that personal care such as shaving, has been Care Homes for Older People Page 13 of 30 Evidence: attended to. Each chart is tailored to the individual, to ensure that current self help skills are promoted and retained. Daily records are kept by staff giving a clear account of how each person has been, during the night as well as during the day. Risk assessments are in place and are regularly reviewed. These address different potential risks such as the dangers of leaving toiletries and denture tablets in bedrooms and help to make sure that staff are aware of the potential dangers and take steps to protect people. Nutritional screening and the monitoring of weight take place. As well as the daily records kept by staff, a separate record is kept of input by health professionals such as GPs and district nurses. This means that any health problem can be easily tracked, as seen for one person who had complained of pain in her legs. Records show that the GP visited and what the outcome was of this visit. A physiotherapist and a chiropodist also regularly visit the home. Medication is safely stored and only administered by senior staff who have undertaken training. Written guidance is in place, which outlines good practice for handling and administering medication. Most medication is provided in blister packs by the dispensing pharmacist, who also visits the home to provide oversight and advice. A record of the most recent visit was viewed. The medication records for four people staying at the home were viewed and all had been completed appropriately. Two staff check and sign any handwritten records of prescribed medication, which helps to reduce the chance of errors being made. Separate storage and recording arrangements are in place for any controlled drugs. The privacy and dignity of those living at the home is given a high priority during the introduction and induction of new staff, as well as being addressed during qualification training programmes. Throughout the visit staff were observed responding to people in a respectful manner and taking time to listen and talk to individuals. Part of the admission process includes gathering information from the individual and/or their relatives about their end of life wishes. This is addressed sensitively and ensures that senior staff are aware of important needs or wishes. A beautician and a hairdresser regularly visit, helping people to retain and maintain their chosen style of personal appearance. One person living at the home commented, My hair and nails are pretty. They are done for me. All the residents were nicely dressed, with staff clearly recognising the importance of this in relation to maintaining dignity. A laundry worker is in post, who works hard to ensure that clothing is well cared for and returned to the correct bedroom. Care Homes for Older People Page 14 of 30 Evidence: CQC surveys provided excellent feedback regarding the high standard of care received at Fairhaven Lodge. Comments included; My (relative) entered this care home in a very disturbed and stressed condition. Thanks to the dedication of the staff over the months he is back to his gentle, caring self. I myself received comfort from the staff while going through this traumatic experience of my (relative) going into care. As a family we feel very reassured with the care (name) receives and everything is thoroughly explained to us with regards to their care and medication. My (relative) has been resident here for 6 years, during which time she has been shown care and compassion beyond the usual scope and responsibility of a care home. Care Homes for Older People Page 15 of 30 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. Activities and trips out are arranged. These, along with the good quality, nutritious meals are much enjoyed by those staying at the home. Evidence: The home is well placed for accessing local amenities such as shops and cafes. Care plans inform staff of the interests and hobbies for each person at the home. Regular activities include card making, exercises, bingo and sing alongs. The activity programme is displayed in the hallway of the home. On the afternoon of the inspection visit staff were supporting people to make cards and do colouring in the dining room. Staff were working hard to engage people in these activities, resulting in approximately 10 people enjoying the session. Each month individual preference discussions are carried out, focusing on a different topic each month. Recent topics have included, what flowers people would like in the garden, menus, trips out, which visiting group of singers is preferred and which biscuits and cakes people would like to have served. The responses are actioned and are reviewed at each management review meeting. The preferred singing group now comes every month and because of the diverse and particular responses regarding flowers for the garden, separate sections have been planted with different plants, with Care Homes for Older People Page 16 of 30 Evidence: name plaques of the interested resident. A number of people enjoy helping in the garden and tending their own plants. Objectives are set at management reviews and this includes trips out for all those who want to and who are able to go out. Last year a target of 10 trips out for each person was set and achieved, and this year a target of 15 trips out per person has been set. The management team strive to improve all aspects of the service including activities and social events. Visitors are made welcome, as was evident during the inspection and special occasions, such as birthdays are celebrated. Individuals can entertain visitors in their bedroom, in one of the lounges or in the dining room, which has a corner furnished with a sofa. Responses from the CQC surveys confirm that people enjoy the activities provided. Comments included; I love the trips. I went to a show. Garden centre. Tea dance. My friends come too. I get out and about and I enjoy the garden and the singing ladies are fun. Staff keep good daily records, which give a picture of how each person has been and how they have spent their time. A separate communication sheet is used to record relatives visits and these records also include activities which have been enjoyed. Some of this information is included in the daily reports written by staff. This was discussed with the manager who was advised to avoid any unnecessary duplication of recording. Due to cognitive impairment, the people living at Fairhaven Lodge are not able to manage their own finances. For most people a relative will do this on their behalf or in some instances a legal representative manages finances. People are encouraged to have personal possessions in their bedroom to help them to feel comfortable within their surroundings. People are also encouraged to make decisions as part of day to day life at the home. The individual monthly preference discussions allow for each person to share their views and they can be confident that this will be acted upon. Since the last key inspection the kitchen has been upgraded and the dining room refurbished, with new furniture and new carpeting. The dining room provides a pleasant place to eat. Two chefs are employed at the home, which ensures that there is a chef working each day, including weekends. The main meal of the day is served at lunch time, with tea consisting of several choices of lighter meals. The days menu is displayed in the dining room. The chef spoken to explained that he keeps records of Care Homes for Older People Page 17 of 30 Evidence: individual food preferences and any allergies, and is able to cater for any particular preferences or health needs. Staff are currently supporting one person to lose weight and the chef provides fruit based deserts for this person. Birthdays and special occasions are celebrated with party food. Responses from the CQC surveys confirm that people enjoy the meals provided. Comments included; Food is excellent. I love the food and we are lucky to have our own cook who does a lovely varied menu. I love Eds (chef) egg and chips Care Homes for Older People Page 18 of 30 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. Policies, good practice and staff training help to protect those living at the home. People are able to raise any concern they may have and know that this would be responded to. Evidence: A complaints procedure is in place and a copy is given to relatives. Records are kept of any concerns raised, even minor concerns and these records were viewed. A letter of concern has recently been received by the Commission, with the issues raised being formally investigated by the owner of the home. This investigation was extremely thorough and the Commission concluded that there was no evidence to support these concerns. It is clear that concerns are taken very seriously by both the home owner and the manager. The six monthly management review meeting with the home owner looks at various aspects of the service provided and includes a formal review of any concerns raised and how these have been addressed. The CQC surveys received from those living at the home, included many comments from relatives and confirmed that staff listen and act on what people say and that people know who to talk to if they are not happy about anything. Comments included; The staff are always willing to listen and are very helpful. All of the staff at Fairhaven listen and always find and have time to listen. There are good opportunities for relatives to air their views, either informally, during Care Homes for Older People Page 19 of 30 Evidence: the day-to-day life at the home or via the regularly distributed feedback surveys and the annual care plan review meetings. All efforts are made to support those living at the home to express their views, preferences and opinions. Protection and whistle blowing policies are in place. Staff read these and discuss their content as part of their induction training at the home. Training regarding abuse and protection forms part of the core training programme for all staff and this is also addressed within qualification training programmes, which the majority of care staff have undertaken. Recruitment files show that appropriate checks are undertaken prior to staff being employed at the home and there are good arrangements in place for the safekeeping of money. Care Homes for Older People Page 20 of 30 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is clean and in the main, decorated and maintained to a good standard, providing a homely place to live. Evidence: The home is situated close to both the sea front and the centre of St Annes, meaning that local amenities and facilities are easily accessible. Accommodation is split over three floors, with a stair lift providing access to the upper floors. All but three bedrooms have their own en suite facilities. There are two lounges and a dining room, meaning that people can choose where to spend their time. There is parking space at the front of the home and a small, enclosed rear garden. The refurbishment programme has continued, with improvements being made to many areas of the building. The staff training room in the basement has been refurbished, the dining room has been re carpeted and new dining furniture purchased. A toilet room on the ground floor has been refurbished and another ground floor toilet room created. New televisions have been installed in the lounges and a number of bedroom have been refurbished, with new flooring and redecoration. A new shower room has been installed on the top floor and the main bathroom has a new hoist. The laundry area has also been upgraded. There are plans to create a small quiet room/visitors lounge on the first floor and for Care Homes for Older People Page 21 of 30 Evidence: more bedrooms to be redecorated as they become vacant. Although most areas of the home are now looking attractive, the main entrance porch could be improved. The doorway and surrounding panelling are rather flimsy and the flooring needs renewing. It is recommended that the refurbishment programme includes attending to this entrance porch as well as the remaining bedrooms which require attention. A domestic worker is employed to carry out cleaning and laundry duties. Care staff, including night staff also do some domestic tasks and there is a written schedule of jobs for each shift, which helps to ensure that nothing is missed. The home appeared clean. Infection control training is provided to staff and there is also written guidance regarding this. Care Homes for Older People Page 22 of 30 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are supported by competent and well trained staff, who work well as a team and provide a high standard of care. Staff are motivated and have excellent opportunities to gain appropriate qualifications. Evidence: At the time of this inspection visit there were 24 people resident at Fairhaven Lodge. The manager, deputy manager and five care staff, including senior care staff were working at the home. There was also one of the chefs and the laundry/domestic worker on duty. The manager explained that this was the usual staffing arrangement during the morning at the home. There are three care staff on duty each evening and two staff working during the night. The CQC surveys received confirmed that staff are available when needed and people receive the care and support they need. One relative stated, All the staff are friendly and caring. This creates a nice homely atmosphere. They are always willing to help in any situation. Agency staff are not used at Fairhaven Lodge, which means that people are supported by staff they are familiar with and who know them well. A number of care staff stated that the manager and/or deputy manager will work alongside them, if for any reason the home is short on care staff. Staff also commented on the strong teamwork ethos at the home, with one person stating This is the first home I have worked at where I feel part of a brilliant team.. Care Homes for Older People Page 23 of 30 Evidence: Well established and thorough recruitment practices are in place. The recruitment records for two recently appointed members of care staff were viewed, Records include an application form, references and a record of a check against the nationally held list of people who have been deemed unsuitable to work with vulnerable people. Staff do not work unsupervised until a full and satisfactory criminal records bureau disclosure has been received. These checks help to ensure that only suitable people are employed at Fairhaven Lodge. The training room at the home has been refurbished and more training courses now take place in house. New staff work through an induction checklist, which addresses areas such as the fire procedure. All new staff, including experienced staff, then work through a list of tasks which are supervised and then signed off. This helps to ensure that all staff are working to the high standard expected at Fairhaven Lodge. New staff also read and sign each risk assessment. Inexperienced staff without any NVQ (national vocational qualification) training then complete the Skills for Care (national training organisation) induction standards. Each staff member has their own training record. The majority of staff have completed training regarding dementia, health and safety, food hygiene, first aid, moving and handling, protection, infection control and nutrition. Staff also have opportunity to update their knowledge in these areas. The training provider used includes tests and assessments of knowledge at the end of each programme. 9 of the 14 care staff have achieved NVQ awards at level 2 or above. This means that they have had their work practice assessed and have been deemed competent in their work role. More staff are soon to complete NVQ awards. Fairhaven Lodge provides excellent opportunities for staff to gain appropriate qualifications. Responses from the CQC surveys completed by staff endorse the view that good staff training is provided and that qualification training is promoted. Both the manager and the deputy manager have achieved the qualification Preparing to teach in the life long learning sector which helps them to promote and provide training and development opportunities for staff. Care Homes for Older People Page 24 of 30 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. Excellent management and quality assurance arrangements ensure that high standards are achieved and maintained. Staff training and good practice help to promote the health and safety of all those at Fairhaven Lodge. Evidence: The manager is registered with the Commission, has extensive experience and has achieved NVQ level 4 in Care and the Registered Manager Award, which is the recommended qualification for anyone managing a care service. The deputy manager, who carries out certain managerial responsibilities, supports the manager in her role. This management team works extremely well, with clearly defined roles and boundaries. Procedures are followed and there are very good systems in place to ensure the smooth running of Fairhaven Lodge. Both the manager and the deputy manager attend training courses to ensure that they are up to date with recommended good practice and service developments. Care Homes for Older People Page 25 of 30 Evidence: The CQC surveys completed by staff endorsed the view that Fairhaven Lodge is a well managed home, led by a supportive management team, with many positive comments regarding team work and management support. The manager communicates a clear sense of direction, with the manager and deputy manager acting as excellent role models and often working alongside staff in their care duties. There are excellent quality monitoring and service development systems in place, which are maintained by a strong management team. There are formal twice yearly management reviews, involving the manager, deputy manager and the home owner. The minutes of these meetings show that objectives are set and these are then worked toward and reviewed at the next management review meeting. Recent objectives have included an increase in the number of trips out, which has been implemented. The results of individual preference discussions are also shared at these meetings. The outcome of these has been shown to have a direct impact on the well being of those staying at the home. Such as the popular introduction of separate garden areas, marked with a name plaque of the person concerned. Surveys are sent out every six months, either to the person concerned or to their relative, which ever is most appropriate. The most recently returned surveys were viewed and showed a high level of satisfaction and much praise for the service provided at Fairhaven Lodge. A quarterly newsletter is distributed to relatives giving information about trips out and an update of any developments at the home. The views of staff are also encouraged, via supervisions, staff meetings and a suggestion box. Fairhaven Lodge achieved Investors in People status this year, which is an externally accredited quality award. A formal progress and development plan for the home is in place, meaning that their is a strong focus on maintaining and improving standards. The home owner carries out a monthly monitoring visit to the home and produces a written report of the findings. The home owner also conducts formal supervision meetings with the manager, giving feedback about work performance and discussing training and work practice issues. The management team have demonstrated a sustained track record of delivering good performance and managing improvement. The quality monitoring systems used ensure that all those connected to the home can provide feedback about the standard of service provided and can be confident that their views will be taken seriously and acted upon. Spending money for such things as hairdressing is held on behalf of some people Care Homes for Older People Page 26 of 30 Evidence: living at the home. This is securely kept with good records maintained. The cash held for two people was checked against the record of money held and the balance was correct. Only the manager and the deputy access this money and regular auditing is carried out. The manager conducts formal recorded supervision meetings with care staff approximately every 8 weeks. Records show that these meetings address timekeeping, attendance, motivation, quality of work, care practices and development needs. The staff member can also contribute to the record. These formal supervisions help to ensure that all staff are working to a high standard. The manager explained that herself and the deputy make themselves available to staff as part of day to day life at the home and that staff can discuss any problem as it arises. This was reflected in the surveys received from staff, with several commenting on the support received from managers and that staff felt their needs were seen as important. The staff training programme includes training courses such as health and safety, food hygiene, moving and handling, infection control and first aid. Records were viewed of equipment such as the stair lift and the fire equipment being checked. Water temperatures are controlled by thermostats to prevent the temperature becoming too hot and staff also monitor these temperatures. Risk assessments are in place and these are regularly reviewed. Care Homes for Older People Page 27 of 30 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 28 of 30 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations 1 19 The refurbishment programme should continue, with attention being given to the remaining bedrooms and the main entrance porch. Care Homes for Older People Page 29 of 30 Helpline: Telephone: 03000 616161 or Textphone: or Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. 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