Care Home: Glen, The

What the care home does well `The Glen` presented as a warm and homely place to live. The manager and staff on duty were observed to be attentive to the needs of residents and the people living in the home reported that they were happy and being appropriately cared for. Examples of some of the comments received from residents included: "I`m fine here. The care is good." "The manager and staff are lovely." "I never wanted to come into care but I had no alternative and I`m pleased to say I have been very happy so far." "Provides a nice home." "I get looked after." "Excellent care." "Happy here and nothing else needed. My son is always made welcome with a cup of tea." "The home provides nice home cooked meals. We play games and I have a lovely time with the children when they come to visit. It`s nice because I have no children myself." "I`m happy here and have no worries." "All the girls look after me. I enjoy my meals." "My family are made welcome when they come and I feel very happy here. The food and company is lovely." "The home provides a homely environment. The home has made me happy. I like the dog." What the care home could do better: Equality and diversity information should always be obtained as part of the assessment process, to ensure the diverse needs of prospective residents are identified and planned for. A nutritional risk assessment should be completed and kept under review for a resident at potential risk of malnutrition due to poor dietary intake.Records should be established to monitor the temperature of the room where the medication is stored, to ensure the temperature does not exceed 26 degrees centigrade. An up-to-date copy of the Complaints procedure should be displayed in the reception are of `The Glen` and the easy read complaints procedure should be updated with the details of the current regulator (The Care Quality Commission). A training matrix should be developed to provide an overview of the training completed and documentary evidence should be available to confirm all staff have completed training in the Protection of Vulnerable Adults from abuse. The corrosion on the external fire escape staircase should be removed / treated and the staircase re-painted as previously recommended. Thematic inspection report Care homes for older people Name: Address: Glen, The 57 Part Street Southport Merseyside PR8 1JB three star excellent service The quality rating for this care home is: The rating was made on: A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this review a ‘key’ inspection. This is a report of a thematic inspection of this care home. A thematic inspection is a short, focussed review of the service. Details of how to get other inspection reports for this care home, including the last key inspection report, can be found on the last page of this report. Lead inspector: Daniel Hamilton Date: 2 3 0 4 2 0 1 0 Information about the care home Name of care home: Address: Glen, The 57 Part Street Southport Merseyside PR8 1JB 01704544332 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Miss Carol Lynn Marshall Type of registration: Number of places registered: Conditions of registration: Category(ies) : Miss Carol Lynn Marshall care home 10 Number of places (if applicable): Under 65 Over 65 10 old age, not falling within any other category Conditions of registration: 0 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: Old age, not falling within any other category - Code OP. The maximum number of service users who can be accommodated is: 10. Date of last inspection Brief description of the care home The Glen is a private family run residential care home, which provides personal care and support for up to 10 elderly residents. The home is owned and managed by Ms. Carol Marshall who provides hands on care and support to the residents and staff. Nursing care is provided by the nursing services when required. The home is located Care Homes for Older People Page 2 of 11 Brief description of the care home close to the town centre of Southport. Amenities provided within the town include cinema, shops, restaurants, pubs and parks. These can be accessed by local transport or within walking distance of the home. The Glen is a large detached property, within its own grounds. The owner purchased the property as an existing care home. The accommodation is located on two floors. There is no lift access provided but a stairlift has been fiited to assist people with limited mobility. The home provides a dining room, which caters for all residents. A large comfortable lounge is located on the ground floor. Parking is available at the front entrance. Disabled access is provided via a portable ramp to the front garden. A call system is available throughout and assisted bathing facilities. The cost for the service is £389.00 per week. Care Homes for Older People Page 3 of 11 What we found: This Random Inspection of The Glen was undertaken on 23rd April 2010 and lasted approximately 3.5 hours. The purpose of the Random Inspection was to undertake a review of the service, which was rated as excellent at the last inspection on 7th June 2007. A site visit was undertaken which focused on two outcome areas only i.e. Health and Personal Care and Complaints and Protection. During the visit two of the residents care files were case tracked (there care files were examined and views of the service obtained) and the registered manager, a care assistant and four residents were spoken with. Reference was also made to surveys received from residents and staff and an Annual Quality Assurance Assessment (AQAA), which was completed by the owner / registered manager before the visit. This document enables a registered manager to undertaken an assessment of the service, prior to an inspection. Comments included in the report are taken from survey forms and from feedback received from residents during the site visit. Outcome Area - Health and Personal Care. The Annual Quality Assurance Assessment (AQAA) for The Glen confirmed that policies and procedures had been developed for Individual Planning and Review, the Control Storage, Disposal, Recording and Administration of Medication and the value base of social care. The files of two residents who had recently moved into the The Glen were viewed during the visit. Each file was found to contain information on the needs of each service user and a plan of care had also been developed for each resident which outlined Problem, Possible Outcome and Action required by staff. The manager was recommended to update the records to include equality and diversity information e.g. gender, ethnicity, religion etc and to replace the term problem on care plans with need to ensure best practice. A range of supporting documentation including weight records, health care appointments, daily record notes, personal care records and room and radiator risk assessments were also in place. The manager was recommended to undertake a nutritional risk assessment for one resident to safeguard the health and welfare of the person who was at risk of malnutrition. Health care records confirmed that residents were supported to access a range of health care practitioners including general practitioners, district nurses, opticians, chiropodists and / or physiotherapists etc subject to individual need. Medication systems were checked with the Registered Manager during the inspection. The manager reported that all staff who administer medication complete a training booklet, Care Homes for Older People Page 4 of 11 in-house training and external training via the local pharmacist. At the time of the visit the home retained responsibility for the administration of all medication except for two individuals who self-administered their own inhalers. Evidence was on file which confirmed the residents had been assessed as safe to self-administer with approval from their general practitioners. Medication was securely stored in a lockable cupboard and a service user identification system had been established. A staff signature checklist was also available. Medication Administration Records (MAR) were checked during the visit and MAR viewed had been correctly completed to account for medication received into The Glen and administered. The manager was recommended to establish records to monitor the temperature of the room where the medication was stored, to ensure the temperature did not exceed 26 degrees centigrade. Outcome Area - Complaints and Protection. The Annual Quality Assurance Assessment (AQAA) for The Glen confirmed a policy and procedure on Concerns and Complaints was in place for the service. The AQAA also highlighted that no concerns, complaints or allegations had been received by the service in the last 12 months and no issues of concern had been brought to the attention of the Care Quality Commission in the same period. Likewise no issues of concern were brought to the attention of the inspector during the random inspection. An easy read complaints procedure together with a complaints and comments book was displayed in the reception area of the home. No complaints or compliments had been recorded in the complaints book and the registered manager confirmed that no other complaint log recording systems were in place. The registered manager was advised to update the easy read complaints procedure as the details of the current regulator (The Care Quality Commission) had not been included and the contact details were not correct. The registered manager was also advised to display a copy of the full complaints procedure to ensure best practice. A copy of the local authoritys safeguarding adults procedures was in place together with a Whistle blowing, Deprivation of Liberty Safeguards and Guarding against Abuse policy. The registered manager reported that both herself and the majority of the staff team had completed safeguarding alerts training however this could not be verified on the day of the visit as a training matrix was not in place and only three certificates were located. The registered manager demonstrated a sound understanding of her duty of care to protect vulnerable adults, the different types of abuse and reporting procedures. The manager also reported that outstanding staff were due to complete safeguarding training in May 2010. Outcome Area - Environment. This outcome area was not inspected in detail but was reviewed as a recommendation was made at the last inspection for the fire escape and the exterior of the home to be reCare Homes for Older People Page 5 of 11 painted. No action was found to have been taken in regard to these recommendations. The last heating and gas safety service certificates were viewed as the AQAA did not contain details of the last service dates. The registered manager was able to provide certification to confirm the appliances had been inspected / serviced during March 2010. What the care home does well: What they could do better: Equality and diversity information should always be obtained as part of the assessment process, to ensure the diverse needs of prospective residents are identified and planned for. A nutritional risk assessment should be completed and kept under review for a resident at potential risk of malnutrition due to poor dietary intake. Care Homes for Older People Page 6 of 11 Records should be established to monitor the temperature of the room where the medication is stored, to ensure the temperature does not exceed 26 degrees centigrade. An up-to-date copy of the Complaints procedure should be displayed in the reception are of The Glen and the easy read complaints procedure should be updated with the details of the current regulator (The Care Quality Commission). A training matrix should be developed to provide an overview of the training completed and documentary evidence should be available to confirm all staff have completed training in the Protection of Vulnerable Adults from abuse. The corrosion on the external fire escape staircase should be removed / treated and the staircase re-painted as previously recommended. If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 2. Care Homes for Older People Page 7 of 11 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 8 of 11 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 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 7 Equality and diversity information should always be obtained as part of the assessment process, to ensure the diverse needs of prospective residents are identified and planned for. A nutritional risk assessment should be completed and kept under review for a resident at potential risk of malnutrition due to poor dietary intake. Records should be established to monitor the temperature of the room where the medication is stored, to ensure the temperature does not exceed 26 degrees centigrade. A training matrix should be developed to provide an overview of the training completed and documentary evidence should be available to confirm all staff have completed training in the Protection of Vulnerable Adults from abuse. An up-to-date copy of the Complaints procedure should be displayed in the reception area of The Glen and the easy read complaints procedure should be updated with the details of the current regulator (The Care Quality Page 9 of 11 2 7 3 9 4 16 5 16 Care Homes for Older People 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 Commission). 6 19 The corrosion on the external fire escape staircase should be removed / treated and the staircase re-painted as previously recommended. Care Homes for Older People Page 10 of 11 Reader Information Document Purpose: Author: Audience: Further copies from: Inspection Report Care Quality Commission General Public 0870 240 7535 (telephone order line) Our duty to regulate social care services is set out in the Care Standards Act 2000. Copies of the National Minimum Standards –Care Homes for Older People can be found at www.dh.gov.uk or got from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for noncommercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. 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