Care Home: Glanmore

What the care home does well People are supported to go out when they want to and do the things they enjoy doing. Staff know the people who live at Glanmore well and establish with each person the best ways to support them which is recorded clearly in their care plans. People are involved in the development and reviews of their care plans which helps to ensure they receive the appropriate help and support they need and in the way they prefer. The home promotes independent living. Staff are recruited and selected in ways that ensure safe, skilled individuals are employed. Staff have the training they need so they know how to support the people living at Glanmore. The home has in place a very good quality monitoring system, based on seeking the views of the people living there so they can decide how improvements are made. People know how to complain and concerns and complaints are listened to and acted upon. Each person has their own bedroom which is decorated how they want it to be. The management arrangements ensure that the home is safe and run in the best interests for the people who live there. What has improved since the last inspection? At the last inspection it was advised that staff receive training in managing people who "self harm", which the home addressed and staff received the training. Within the AQAA the manager, described improvements which have been made which include:-looking at practices to ensure they are not institutionalised, developing care plans and providing additional training to staff. What the care home could do better: No requirements or recommendations were made as a result of this inspection. Key inspection report Care homes for adults (18-65 years) Name: Address: Glanmore 156 Holyhead Road Wellington Telford Shropshire TF1 2DL     The quality rating for this care home is:   two star good 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: Rosalind Dennis     Date: 2 5 0 6 2 0 0 9 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 Adults (18-65 years) Page 2 of 28 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 Adults (18-65 years) 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 Adults (18-65 years) Page 3 of 28 Information about the care home Name of care home: Address: Glanmore 156 Holyhead Road Wellington Telford Shropshire TF1 2DL 01952251975 01902873730 glanmore@tracscare.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): TRACS Limited Name of registered manager (if applicable) Mr William Gregory Teale Type of registration: Number of places registered: care home 7 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 learning disability mental disorder, excluding learning disability or dementia Additional conditions: 1. 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: Learning disability (LD) 7; Mental disorder, excluding learning disability or dementia (MD) 7 The maximum number of service users who can be accommodated is: 7 Date of last inspection Brief description of the care home Glanmore is a large detached property situated on the outskirts of Wellington,Telford, close to local facilities such as shops, colleges, pubs and medical facilities. A bus service stops nearby and there is a small car park at the rear of the home. The home has two lounges, kitchen, and a conservatory/dining area. There are seven Care Homes for Adults (18-65 years) Page 4 of 28 Over 65 0 0 7 7 Brief description of the care home single bedrooms all with en-suite facility which includes a bath with overhead shower. Accommodation is provided over three floors; stairs and a passenger lift provide access between the ground and first floor. There is no lift access to the two bedrooms on the third floor. There is a garden at the rear of the home, which has a vegetable garden and a shelter for people who smoke. People who use the service and their representatives are able to gain information about Glanmore from the Statement of Purpose and Service User Guide, including information on the fees charged which are currently noted as varying from £1600 to £2300 per week, dependant on clinical and support needs. The last key inspection of the home was undertaken on 27th July 2007. Care Homes for Adults (18-65 years) Page 5 of 28 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: two star good service Choice of home Individual needs and choices Lifestyle Personal and healthcare support Concerns, complaints and protection Environment Staffing Conduct and management of the home peterchart Poor Adequate Good Excellent How we did our inspection: This inspection was carried out over one day. The home did not know we were going to visit. The focus of inspections we, the Commission, undertake is upon outcomes for people who live in the home and their views of the service provided. This process considers the care homes capacity to meet regulatory requirements, standards of practice and focuses on aspects of service provision that need further development. Prior to the visit taking place we looked at all the information that we have received, or asked for, since the last annual service review. This included notifications received from the home. These are reports about things that have happened in the home that they have to let us know about by law, and an Annual Quality Assurance Assessment (AQAA). This is a document that provides information about the home and how they think it meets the needs of people living there. Two people living in the home were case tracked. This involves establishing individuals experiences of living in the care home by meeting them, observing the care and support they receive, discussing their care with staff, looking at care files, and Care Homes for Adults (18-65 years) Page 6 of 28 focusing on outcomes. Tracking peoples care helps us understand the experiences of people who use the service. Four people who live at Glanmore shared their views of the home and some of their comments are included in this report. We looked around some areas of the home and observed a sample of care, staff and health and safety records.Three staff completed surveys for us and we also spoke with staff during the inspection to establish their views of working at the home and if anything needs to be improved. Care Homes for Adults (18-65 years) Page 7 of 28 What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details 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 Adults (18-65 years) Page 8 of 28 Details of our findings Contents Choice of home (standards 1 - 5) Individual needs and choices (standards 6-10) Lifestyle (standards 11 - 17) Personal and healthcare support (standards 18 - 21) Concerns, complaints and protection (standards 22 - 23) Environment (standards 24 - 30) Staffing (standards 31 - 36) Conduct and management of the home (standards 37 - 43) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Adults (18-65 years) Page 9 of 28 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, what they hope for and want to achieve, and the support they need. People can decide whether the care home can meet their support and accommodation needs. This is because they, and people close to them, can visit the home and get full, clear, accurate and up to date information. 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 the person 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 can be confident that when they move into the home they will have all the information they need about the home and that their needs will be met. Evidence: We looked at the records for two people who have moved to Glanmore since the last key inspection and this shows that the home ensures people have their needs fully assessed before they are admitted. The individual, their significant others, staff from the home and relevant social and health professionals are involved at all stages of this process. We saw that information from the assessment is then used to draw up care plans with the person and this helps to ensure that care and support is based on the persons needs and wishes. One person described how they came to stay at the home before they moved in on a permanent basis, which helped them to see if they would like living at Glanmore. Another person described how they have lived at other homes but finds Glanmore to be the best. We saw that copies of the homes statement of purpose and service user guide are available for people to read. We looked at the service user guide, which contains a Care Homes for Adults (18-65 years) Page 10 of 28 Evidence: good level of information about the home, so that people know what the service provides. The guide includes information on how the home is able to meet cultural and spiritual needs and describes how Glanmore undertakes to be a home in which clients are supported to make informed decisions. Included within the guide is clear information on the fees charged, so that people know what is included within the fee. The manager confirmed that the guide can be made available in different formats, so that people with varying communication needs can access the information. Care Homes for Adults (18-65 years) Page 11 of 28 Individual needs and choices 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 needs and goals are met. The home has a plan of care that the person, or someone close to them, has been involved in making. People are able to make decisions about their life, including their finances, with support if they need it. This is because the staff promote their rights and choices. People are supported to take risks to enable them to stay independent. This is because the staff have appropriate information on which to base decisions. People are asked about, and are involved in, all aspects of life in the home. This is because the manager and staff offer them opportunities to participate in the day to day running of the home and enable them to influence key decisions. People are confident that the home handles information about them appropriately. This is because the home has clear policies and procedures that staff follow. 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 involved in decisions about their lives, and play an active role in planning the care and support they receive. People are supported to take appropriate risks. Evidence: One person was very keen to share their views of living at Glanmore and commented; the staff help me to do what I want, I go shopping, to the pub, sometimes people living here moan but theres nothing to moan about, the staff ask me about things and Im involved in interviewing new staff. This person was aware of their care plan and had signed to say they agreed with what is written. We looked at two peoples care plans which were detailed and included information on how staff are to support the person to meet their needs and achieve their aims, whilst promoting independent living. For example one persons plan describes as a lifestyle objective the level of support they need with budgeting their finances, the person told us how they go to the bank with a member of staff supporting them which reflected what was documented in their care plan. Where people have specific clinical and health care needs these are clearly documented in care plans. We saw that people are supported Care Homes for Adults (18-65 years) Page 12 of 28 Evidence: to prepare for reviews and meetings with their social worker which helps people think about what is important to them and what needs to be discussed. A written record is kept of how the person wants to be supported during the night to ensure they are safe but without unnecessary disruption. Staff maintain detailed records of how people spend their day. People confirmed they have a key worker. We saw that the service looks at ways to support peopless religious, spiritual and cultural needs. Plans are in place to provide clear guidance to staff on managing behaviours of concern and staff sign to confirm when they have read the plan. Risk assessments were present on care files, which show staff how to support the person to take risks whilst ensuring that they can be as independent and as safe as possible. Risk assessments are reviewed and updated when the persons needs change. People are provided with the opportunity to influence key decisions in the home through a monthly meeting. Prior to the meeting people are asked for ideas to put forward. We saw the last meeting took place in February, as people had declined to take part in meetings since then. A staff member described how people are always asked if they want to have a meeting and their decision not to take part is respected. One person living at the home confirmed this and commented whats the point in having a meeting if everything is fine and theres nothing to discuss, but we know we can have a meeting if we want. Care Homes for Adults (18-65 years) Page 13 of 28 Lifestyle 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 can take part in activities that are appropriate to their age and culture and 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 and the home supports them to have appropriate personal, family and sexual relationships. People are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. Their dignity and rights are respected in their daily life. People have healthy, well-presented meals and snacks, at a time and place to suit them. People have opportunities to develop their social, emotional, communication and independent living skills. This is because the staff support their personal development. People choose and participate in suitable leisure activities. 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 to make choices about their lifestyles, develop their life skills and maintain contact with families and friends. People are offered a choice of meals to meet their dietary, cultural needs or preferences. Evidence: People living at the home are supported to take part in their preferred activities. One person described how they enjoy going to college, spoke of their achievements and showed us some of their certificates awarded on completion of a course. They also told us how they like to go shopping and to church and are supported to do this. Another person described what they were planning to do during the day, they went out to do these activities with a staff member and on return spoke about how they had enjoyed doing them. We heard staff when they came on shift in the afternoon asking people whether they had enjoyed what they had done during the day, which shows that staff have an interest in what people do. Care Homes for Adults (18-65 years) Page 14 of 28 Evidence: The manager told us that people go on holiday if they want, although some people may choose to go on day trips instead and the people we spoke with confirmed this happens. We saw written records of planned activities for the week for each person which is based on what the person wants to do, staff then complete records to show these activities took place. Records show that people are enabled to keep in touch with their family and friends so they can maintain relationships with people who are important to them. The home undertakes independent living skills assessments and supports people with promoting their independence. People are supported to take responsibility for their own room, assist with menu planning, and prepare and cook meals. The manager confirmed that everyone is risk assessed as to their ability to manage a front door key. One person showed us their bedroom which they unlocked with their own key and they told us how they like to keep their room locked. We saw that people receive their post unopened. People confirmed to us that they are involved in planning menus, which ensures they are able to enjoy the food they prefer and like. A copy of the menu is displayed in the kitchen. People said the food is good and they can eat what they want. The home is able to cater for people who need specific diets and staff keep records of the food eaten to ensure people receive the appropriate nutrition. Care Homes for Adults (18-65 years) Page 15 of 28 Personal and healthcare support 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 receive personal support from staff in the way they prefer and want. Their physical and emotional health needs are met because the home has procedures in place that staff follow. If people 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. If people are approaching the end of their life, the care home will respect their choices and help them to 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. People receive support and care in the way they prefer and need. Their health needs are met and they are protected by the homes policies and practices regarding medication. Evidence: Care plans detail the guidance and support needed to meet individual personal and health care needs. One person described how they are able to manage a medical condition with the support of staff, which reflected what was written in their care plan. The health needs of each person are recorded in their health action plan, which is a plan of what a person needs to stay healthy and the healthcare services they need to access. People are supported to visit healthcare professionals such as opticians, GPs and attend hospital appointments. One person received details of an appointment by post during the inspection, it was handed to them un-opened, staff then discussed the appointment with them and made a record so the appointment would not be missed. We looked at the medication records for the two people we case tracked and saw that these records were up-to-date and properly completed. Medication is stored in a locked cupboard so people are not at risk of taking medication they are not Care Homes for Adults (18-65 years) Page 16 of 28 Evidence: prescribed. Staff do regular checks to make sure medication is stored at the right temperature. The homes medication policy is available for staff to read. The manager confirmed that only staff who have completed training in the safe handling of medication administer medicines. There are plans for more staff to undertake this training. The service user guide includes a statement on end of life care, describing how people using the service have the right to choose their preferred place of care should a terminal illness occur Tracscare offer clients a home for life, and we saw a policy to provide guidance for staff so that this can be achieved. Care Homes for Adults (18-65 years) Page 17 of 28 Concerns, 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. Their concern is looked into and action taken to put things right. The care home safeguards people from abuse, neglect and self-harm and takes action to follow up any allegations. 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 know how to complain and concerns and complaints are listened to and acted upon. Staff are provided with training to equip them with the skills to safeguard adults from harm. Evidence: Three people we spoke with told us they are very satisfied with the home and would tell the staff if they were not happy with something. They said the staff and manager would act to put things right. One person chose not to discuss with us how they feel about the home. We saw that the home puts the complaints procedure where people can see it. We also saw details of different advocacy services for people to contact if they choose. The manager informed us there have been 10 complaints in the past 12 months and we looked at the processes used by the manager to respond and act on complaints which shows that the home deals with complaints effectively. Each month a senior representative of the company visits the home and as part of this visit looks at any complaints to check they have been dealt with. We have received two complaints which both refer to the same issue and have been dealt with by the manager. We saw that the manager knows when to refer incidents to the local safeguarding adults team. The home has policies on safeguarding adults from abuse, and staff know where these are kept. A flow chart showing the local area policy is clearly visible in the main office, which informs staff of the procedure to follow if a concern or allegation Care Homes for Adults (18-65 years) Page 18 of 28 Evidence: occurs. The home provides staff with training on the prevention of abuse, whistleblowing and dealing with behaviours which challenge, so they know how to respond appropriately to safeguard people from harm. A new member of staff confirmed they received this training and guidance as part of their induction. Detailed information is included within support plans to explain peoples abilities and capabilities with finances, so staff know the support needed. We didnt look at individual financial records, but when a person requested some money we saw that staff checked the money with the person and ensured the person signed a receipt. The manager provided us with further information on the financial procedures used by the home to ensure peoples money is kept safe. The staff team have attended awareness training in the Mental Capacity Act (2005) and Deprivation of Liberty Safeguards and we saw leaflets and policies for staff to refer to. The Act governs decision making on behalf of adults, and applies when people lose mental capacity at some point in their lives or where the incapacitating condition has been present since birth and it is important that staff know how to put the Act into every day practice. Care Homes for Adults (18-65 years) Page 19 of 28 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, comfortable, 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. People have enough privacy when using toilets and bathrooms. 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 live in safe, comfortable and well maintained home, which provides them with the opportunity to maximise their independence. Evidence: Two people chose to show us their bedrooms and commented how pleased they are with their rooms. They told us they can choose how they want their rooms decorated. Both rooms reflected their personal interests and individuality. All bedrooms in the home have their own en-suite with a bath which has an overhead shower this means people are provided with a choice of washing facilities. The seven single bedrooms are located over three floors, access to the two bedrooms on the top floor is by way of a steep staircase and the manager told us the person who lives here manages the stairs without difficulty. Throughout the day people were seen going up and down the stairs between the ground and first floor, to access their rooms and to pop into the office to chat to the manager. There is a lift between the ground and first floor of the home which people can use if they develop reduced mobility. There are two lounges and a conservatory with a dining table so that people can choose where to relax and eat their meals. The home has been fitted with a new kitchen since the last inspection. The kitchen is spacious with lots of storage and worktop space for preparing meals. The home was recently visited by an Care Homes for Adults (18-65 years) Page 20 of 28 Evidence: environmental health officer and the home scored five stars which indicates very high standards of compliance with food hygiene. The home has a policy on infection control and the manager confirmed to us that all staff have received training in prevention and control of infection. Care Homes for Adults (18-65 years) Page 21 of 28 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, qualified 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. People’s needs are met and they are supported because staff get the right training, supervision and support they need from their managers. People are supported by an effective staff team who understand and do what is expected of them. 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 supported by staff who have the skills and knowledge to meet their needs and who are suitable to work with vulnerable adults. Evidence: We spoke with staff, observed them working and looked at staffing rotas which demonstrated that sufficient staff were on duty to meet the needs of the people currently living at the home. Two staff commented within surveys that there are always enough staff on duty, with another member of staff noting sometimes. Two staff we spoke with during the inspection viewed there are always enough staff on duty. Agency staff have been used on a regular basis to cover shifts and the manager told us of the frustrations of trying to recruit staff who then decide they dont want to work at Glanmore. This was reflected in discussions with two members of staff who view the home needs more permanent staff to ensure stability for the people living there. We consider that the home is being proactive in trying to recruit permanent staff and although it is not always ideal to have agency staff the manager uses staff from the same agency to try and promote stability. The staff rota shows that agency staff work alongside permanent staff. Care Homes for Adults (18-65 years) Page 22 of 28 Evidence: Four people told us that staff treat them well and with respect. Observation of staff training records demonstrates that regular staff training takes place, which ensures staff have the skills and knowledge to meet individual needs of people living at Glanmore. Almost all the staff have attained a recognised qualification in care (National Vocation Qualification) at Level 2 and some staff have achieved Level 3, which should contribute to ensuring that the staff team have an effective knowledge of social care. We looked at the process used by home to recruit a member of staff who had started at the home recently. All parts of the recruitment process were accurately recorded and demonstrate that staff only start work when checks, such as references and Criminal Record Bureau (CRB) disclosures have been obtained. This helps to ensure only staff who are suitable to work with vulnerable adults are employed. The home has also sought, from the agency who supplies additional staff, written confirmation that their staff are suitable to work at Glanmore. We advised the manager that it would be good practice to seek an update of this confirmation. The home involves people who live at the service in the selection of new staff and one person living at home described how he always enjoys being part of this process. A new member of staff told us about the induction they have had since starting at Glanmore so they know how to support the people living at home. We saw documentation to show meetings for staff take place and that staff are provided with an effective formal supervision process. Care Homes for Adults (18-65 years) Page 23 of 28 Conduct and management of the 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 have confidence in the care home because it is run and managed appropriately. People’s opinions are central to how the home develops and reviews their practice, as the home has appropriate ways of making sure they continue to get things right. The environment is safe for people and staff because 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. They are safeguarded because the home follows clear financial and accounting procedures, keeps records appropriately and makes sure staff understand the way things should be done. 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 management arrangements ensure the home is safe and run in the way that the people living there want. Evidence: A new manager has been appointed since the last key inspection. Mr Greg Teale previously worked at the home as Deputy Manager and has now been successfully registered with us as the homes Registered Manager. Mr Teale has a range of qualifications and informed us that he is studying for further qualifications suitable for his role as manager. People living at the home told us they like Mr Teale. The home also has a deputy manager who provides continuity if the manager is not on duty. The manager had completed the Annual Quality Assurance Assessment (AQAA. This provided us with clear information and demonstrates that the service is able to recognise its strengths and weaknesses and is run in the best interests of the people who live there. We observed a report completed by the provider in April 2009. The report uses information from the results of surveys from people living at the home, staff, stakeholders (such as social workers) and other areas such as complaints to Care Homes for Adults (18-65 years) Page 24 of 28 Evidence: determine whether the service is providing people with a quality service. A detailed action plan had been drawn up to inform people of the areas done well and areas needing improving. We looked at the results of surveys which shows that at the time of completing the surveys people were generally very satisfied with how they are able to live there lives at Glanmore. Comments included I have a good key worker and staff also know my needs and problems, I like it at Glanmore most of the time nothing is wrong everything is good. A representative of the company monitors quality at regular intervals with monthly unannounced visits. We observed the reports produced as a result of these visits which show the visits are comprehensive and look at a wide range of matters to ensure the service is operating well and that people are pleased with their care and support. Information was provided within the AQAA to confirm servicing and maintenance of equipment is undertaken and policies and procedures are reviewed. We looked at a selection of maintenance and servicing records and policies during our inspection, all were up to date and demonstrate that systems are in place to ensure the home is safe and well-maintained. We saw that staff have regular training in health and safety, which ensures they are provided with the knowledge and skills to help people keep safe. The home keeps us informed of the occurrence of accidents and incidents and knows when to refer to other agencies. Care Homes for Adults (18-65 years) Page 25 of 28 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 Adults (18-65 years) Page 26 of 28 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 Care Homes for Adults (18-65 years) Page 27 of 28 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). 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