Care Home: Glenbank Care Home

What the care home does well The manager makes sure that the staff only care for those people whose needs they feel they can meet. Great importance is attached to making sure that staff get to know what a resident is able to do for themselves and also get to know about their life history. The residents feel that they are well looked after and they made the following comments: “They are all very good” Glenbank Care Home DS0000039726.V375104.R01.S.doc Version 5.2 “You can please yourself what you do”. “ I am well looked after” The meals provided are varied and nutritious and the residents have a good choice of menu. Enough staff are on duty to meet the needs of the residents. The staff make sure that the residents are clean, comfortable and well dressed. In order to protect the residents from harm, management make sure that they check people out properly before offering them a job. Management make sure that the staff are properly trained so that they have the knowledge and skills they need to protect and meet the needs of the residents. What has improved since the last inspection? The staff are now able to work and be trained alongside other healthcare professionals who specialise in caring for people who are terminally ill. The staff are receiving training in new areas that are widening their understanding about the care that they provide. Management continue to improve the environment. A number of bedrooms have been refurbished and new rising lounge chairs have been provided. A coffee bar has been provided in the conservatory for the use of residents and their visitors. What the care home could do better: Overall, the plans showing how the residents are to be cared for are good. Staff however, need to ensure that when a resident has developed a problem, a care plan needs to be in place to show what action is needed to address it. More attention needs to be paid to making sure that care records are correctly dated. It is important to do this so that staff have an accurate record of a residents’ condition at any one time. Key inspection report CARE HOMES FOR OLDER PEOPLE Glenbank Care Home 803 Chorley Old Road Bolton Lancashire BL1 5SL Lead Inspector Grace Tarney Unannounced Inspection 16th April 2009 10:00 DS0000039726.V375104.R01.S.do c Version 5.2 Page 1 This report is a review of the 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. We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care homes for older people can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop. The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Glenbank Care Home DS0000039726.V375104.R01.S.doc Version 5.2 Page 2 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 Glenbank Care Home DS0000039726.V375104.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Glenbank Care Home Address 803 Chorley Old Road Bolton Lancashire BL1 5SL Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) 01204 841349 01204 848853 Glenbank Care Home Limited Mrs Glenys Hughes Care Home 27 Category(ies) of Old age, not falling within any other category registration, with number (27), Physical disability (1) of places Glenbank Care Home DS0000039726.V375104.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. Within the total registered number of 27 OP places, there can be up to 1PD place under pensionable age (service user specific) The service should at all times employ a suitably qualified and experienced Manager who is registered by the NCSC 3rd April 2007 Date of last inspection Brief Description of the Service: Glenbank is a ladies only, privately owned care home offering residential care and support for up to 27 older people. It is situated on one of the main roads out of Bolton and is on the local bus route for Horwich and Bolton town centre. It is close to churches, pubs, shops and other amenities. The home is built on three floors and includes a purpose-built extension. A passenger lift provides access to all floors. There are 11 single and 8 shared rooms. Some rooms have en-suite toilet facilities. Toilets and bathrooms are provided on each floor. The home has well maintained gardens and overlooks a conservation area and lodge. Parking space is available in a small car park and on the main road at the front of the home. The weekly charge for accommodation and services is between £380:00 and £425. The amount charged depends on the type of accommodation provided and whether the care is funded privately or by the local authority. Additional charges are made for hairdressing, outings and personal magazines and newspapers. This information was received on the 16th April 2009. A copy of the latest inspection report is displayed in the home. Glenbank Care Home DS0000039726.V375104.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 2 stars. This means the people who use this service experience good quality outcomes. This inspection visit to the home by 1 Inspector took place over 1 day and lasted 8 hours. The staff did not know that we (the commission) were going to visit although many weeks before the inspection we asked the management of the home to complete a form called an Annual Quality Assurance Assessment (AQAA) to tell us what they did at present, what they felt they did well and what they needed to do better. This helps us to determine if the management of the home see the service they provide the same way that we do. During our time at the home we looked at care and medicine records to make sure that the staff knew how to look after the residents and that their health and care needs were being met. We also looked around all of the building to check if it was clean, warm and well decorated. We also looked at what the residents were having for their meals to make sure that there was a choice of meals and that they were good and wholesome. We also checked how many staff were provided on each shift to make sure the residents needs were being met. We then looked to see if management recruited and trained the staff properly and safely. This is so the staff can do their jobs properly and the residents are protected from being cared for by unsuitable people. In order to get further information about the home we also spent time talking to 3 residents, 2 care staff, the laundry person, the manager and the cook. What the service does well: The manager makes sure that the staff only care for those people whose needs they feel they can meet. Great importance is attached to making sure that staff get to know what a resident is able to do for themselves and also get to know about their life history. The residents feel that they are well looked after and they made the following comments: “They are all very good” Glenbank Care Home DS0000039726.V375104.R01.S.doc Version 5.2 Page 6 “You can please yourself what you do”. “ I am well looked after” The meals provided are varied and nutritious and the residents have a good choice of menu. Enough staff are on duty to meet the needs of the residents. The staff make sure that the residents are clean, comfortable and well dressed. In order to protect the residents from harm, management make sure that they check people out properly before offering them a job. Management make sure that the staff are properly trained so that they have the knowledge and skills they need to protect and meet the needs of the residents. 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. Glenbank Care Home DS0000039726.V375104.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR 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) Scoring of Outcomes Statutory Requirements Identified During the Inspection Glenbank Care Home DS0000039726.V375104.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 3. People using the 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 given enough information about the home so that they can make an informed choice about whether it is the right place for them. They are also properly assessed before they are admitted. This gives an assurance to everybody that a person is only admitted if the staff feel they can meet their needs. EVIDENCE: Before any person was admitted to the home we saw that a senior member of staff from the home undertook an assessment of their needs. An assessment looks at what help and support a person who may be admitted to the home needs to help them make the most of their daily life. We looked at 2 assessments that had been done. They were detailed and showed very clearly what the people were able to do for themselves and what Glenbank Care Home DS0000039726.V375104.R01.S.doc Version 5.2 Page 9 they needed help with. Based on this information it was decided that the staff at the home could meet their needs. We also spoke with the manager who told us that information about the home is also written in Braille and large print. She also told us that information and pictures of the home are available on the laptop computer that can be taken out to show people who are not able to visit the home. We were also told that people can visit the home and can spend time talking to staff and people who live at the home and have a meal with them if they wish. Standard 6 does not apply. Intermediate care is not provided. Glenbank Care Home DS0000039726.V375104.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 7 8 9 &10 People using the 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 care needs of the residents are met in a very caring and dignified way. EVIDENCE: Individual care records were in place for each resident. The care records consisted of care plans that show how a resident is to be cared for and supported, plus a detailed assessment document called Lets Work Together. This assessment provided a lot of information about the residents’ daily routine, their past life and their interests. The care records of 2 of the residents were looked at. They were detailed and gave clear instruction and guidance on how most of the care needs of the residents were to be met. We saw however that 1 of the residents had been admitted to the home with a small pressure sore. The staff were caring for this resident safely, the correct equipment was in place and the district nurses were also involved in her care. Glenbank Care Home DS0000039726.V375104.R01.S.doc Version 5.2 Page 11 There was not however, enough information in the care records about the previous and present condition of the small pressure sore and how she was being cared for. There must always be a true record of the condition of a resident at any one time so that progress or otherwise can be assessed. We also saw that another resident had developed an infection on 2 occasions and despite being cared for properly there was no care plan in place to show how care was to be given to address the problem. It is important to do this so that everybody involved in caring for the resident understands the care that needs to be provided. We also noted that the residents’ assessments were not always dated and some documents also had the month documented but not the actual day/date of the month. It is important to accurately document the date so that staff have a clear record of a residents’ condition at any one time. The care plans detailed the religious and cultural needs of the residents. At the time of the inspection there were no residents of any ethnic minority. Neither were there any residents who required special diets to meet their religious or cultural needs. The staff looked at whether or not the residents were at risk due to problems with their diet and fluid intake. They also looked at and they wrote down how any resident was to be assisted with being moved around and by how many members of staff and what equipment, if any, was to be used to assist in safe moving and handling. We did not see an actual risk assessment document for assessing whether a resident was at risk of developing pressure sores. We discussed this with the manager who told us that the staff are guided by observation of the resident and if they had concerns about a residents’ condition they would refer to the district nurses. We saw lots of pressure relieving equipment that had been provided by the district nurses following concerns expressed by the care staff at the home. Residents were weighed regularly and staff were quick to act if it was identified that a resident was losing weight. We did see however that despite 1 resident receiving supplement drinks to help restore the weight lost, this information had not been entered on her eating and drinking care plan. Inspection of the care files showed that the residents had access to health care professionals, such as dentists, opticians, district nurses and chiropodists. The residents that we spoke to made the following comments: “The girls are very good”. “I am well looked after”. “They will do anything for you”. “They will go to the shop for me if I need anything”. Glenbank Care Home DS0000039726.V375104.R01.S.doc Version 5.2 Page 12 Overall a safe system of managing the medicines was in place. The home does not have a separate medicine room. The medicine trolley is kept on a corridor and is secured to the wall when not in use. The keys were kept securely and identification photographs of each resident are kept with the medication administration records. Only staff trained in medication management deal with the medicines. It was agreed that the following things needed putting right: • Handwritten instructions (transcriptions) for some medicines were not checked and countersigned. Signing and checking transcriptions reduces the risk of drug errors. • Temazepam was not being stored as a controlled drug as required by law. The manager rectified this immediately by storing them in the controlled drug cupboard whilst we were present. We were made aware that the visiting pharmacist who checks on the medication system had not drawn their attention to this before. When a medicine was prescribed as: “1 or 2 tablets as required”, staff were not writing down how many tablets had actually been given. To ensure that there is an accurate record of the amount of medicine given, staff should write on the medication administration the actual dose that has been given to the resident. The controlled drug cupboard was being used to store items other than controlled drugs. The manager told us that she would remove these items by the end of the day. • • Staff were discreet when providing assistance to the residents. They spoke to the residents in a quiet and respectful way. Staff confirmed that the importance of ensuring privacy, respect and dignity is part of their initial training. The residents looked clean and comfortable and were suitably dressed. Locks were in place on bathroom and toilet doors to ensure privacy. Glenbank Care Home DS0000039726.V375104.R01.S.doc Version 5.2 Page 13 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 12 13 14 15 People using the 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 residents are supported and encouraged by staff to make choices about what they do, so that they can find enjoyment and satisfaction in their daily life and with the activities available to them. Residents are given a choice of well-balanced and nutritional meals. EVIDENCE: The residents that we spoke to told us that they can, more or less, do as they please and that they are not made to do anything that they do not want to. One resident said: “I like to stay in my room for most of the day. I do go in the dining room but prefer to watch television and read my books in my room. I join in activities when I want to”. The residents’ routines of daily living and what they liked to do were written down in detail in their care records. Glenbank Care Home DS0000039726.V375104.R01.S.doc Version 5.2 Page 14 A list of what activities are available is displayed in the corridor near the lounge/dining room. The residents can join in with board games, bingo, quizzes, crafts, and enjoy visits by the mobile cinema. We were told that they also have a visiting entertainer every other week. Whilst we were in the home we saw the residents having a sing-a-long whilst doing exercises to music. They seemed to be enjoying themselves. We were told that the present residents had either a Church of England or Roman Catholic religious faith but all faiths are welcome at the home. We were also told that a minister brings communion every week and that a church service is held at the home on a monthly basis. Residents told us that visitors are always made welcome and that they can come and go as they please. We saw that there is a coffee bar in the conservatory so that visitors can help themselves to drinks. It is a really good facility. Residents are encouraged to bring personal possessions into the home. Many of their bedrooms were personalised with their own furniture, pictures, photographs and ornaments. We did not eat with the residents but saw what they were having for lunch. The dining room was a very pleasant area and the tables were nicely set with matching napkins and tablecloths. The meal served looked appetising, nutritious and there was plenty of it. The residents have the main meal at lunchtime and a lighter meal in the evening. We looked at the menus. The residents have a choice of meal at breakfast, lunch and tea. Fresh fruit was available in the dining room and hot and cold drinks were served throughout the day. We were told milky drinks and light snacks are also served at supper. 1 resident told us that she is served drinks in her room throughout the day. Another resident told us that as she spends most of her time in her room, the cook always brings her fresh fruit. We saw plenty of fruit in her room. She told us she could have bananas, grapes, apples, in fact anything that she wanted. Any special diets that are needed plus the residents’ likes and dislikes are looked at when a resident is first admitted to the home. A record of these is kept in the kitchen. 1 resident told us that the day before our visit she had discussed her likes and dislikes with the cook. She told us “She knows what I like”. Glenbank Care Home DS0000039726.V375104.R01.S.doc Version 5.2 Page 15 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 16 18 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Staff have a good knowledge and understanding of what abuse is and know what to do if it happens. This helps reduce the possible risk of harm to the residents. EVIDENCE: There is a notice displayed in the corridor that explains how any complaints will be handled. The complaints procedure is also in the Service User Guide. It is easy to understand and tells people that complaints will be looked into and a response given within 28 days. No complaints have been made to us or to the management of the home since the last inspection of April 2007. The manager told us that she would keep a record of any complaint made and this would include details of any investigation and any action that the management may take to put things right. We spoke to some of the staff and asked them to tell us what they would do if they felt that a resident had been mistreated in any way. They were very aware of what to do and how to report it. They told us that they had been trained so that they could, as far as possible, protect the residents from harm. Glenbank Care Home DS0000039726.V375104.R01.S.doc Version 5.2 Page 16 We saw evidence of this training in their training files. The manager also confirmed this in the AQAA form that was sent to us. Glenbank Care Home DS0000039726.V375104.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 19 20 21 24 25 26 People using the 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 residents live in suitably adapted, clean, comfortable and pleasant surroundings. EVIDENCE: The home is a large detached and extended property with lovely gardens to the rear. Accommodation is provided on 3 floors and can be reached either by a lift or stairs. On the lower ground floor there is a large lounge/dining room. This was decorated and furnished to a high standard. On the ground floor there is a large conservatory that is also used as a dining room for a small number of the residents. This is a very pleasant room that overlooks the rear garden and the Glenbank Care Home DS0000039726.V375104.R01.S.doc Version 5.2 Page 18 lodge. A coffee bar for the use of residents and their visitors is situated in the conservatory. There were enough toilets and bathrooms to meet the needs of the residents. Toilets were close by to bedrooms and lounge areas and most had aids and adaptations to assist the residents. Some of the bedrooms also have en-suite toilets. We looked at all the bedrooms. They were clean and warm and were decorated and furnished to a good standard. We saw that the bedroom doors had safety locks on the inside so that the resident could, if they wished, lock their door when they were in the room but they did not have a key. We discussed this issue with the manager and it was agreed that on admission, a resident would be asked if they would like an overriding safety door lock with a key. Most of the radiators throughout the home were suitably covered except for 4 radiators in the downstairs toilets, 1 in a bedroom and 1 on a corridor. To reduce the risk of residents being harmed by hot radiators they need to be protected. We discussed this with the manager who agreed to have the radiators protected within 4 weeks from the day of the inspection visit. The home was clean and there were no unpleasant smells. Disposable hand washing equipment was in place in bedrooms, bathrooms and toilets. Staff are supplied with disposable gloves and aprons to wear. Providing this equipment helps to reduce the spread of infection and therefore helps to protect the residents health and wellbeing. The laundry was clean, had enough equipment in and looked well organised. Glenbank Care Home DS0000039726.V375104.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 27 28 29 30 People using the 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 residents are cared for by staff that are suitably trained and safely recruited. This helps to keep the residents as safe as possible. EVIDENCE: Inspection of the duty rotas and a discussion with staff and residents showed that there was enough staff on duty over a 24-hour period to meet the needs of the residents living at the home. The duty rota however did not show when the manager was working. There needs to be an accurate record of who works at the home at any one time. The manager agreed to add her working hours to the rota. The information from the AQAA document sent to us, and the information that we looked at in the training file showed that 76 of the staff had obtained their NVQ level 2 or above in care. This is very good progress. The personnel files of 2 staff members were inspected. All were in order and these staff had been properly employed. Glenbank Care Home DS0000039726.V375104.R01.S.doc Version 5.2 Page 20 Induction training is provided for all newly employed staff. This is to make sure that they understand what is expected of them and that people are cared for safely. The information received from the AQAA document also told us about the training that the staff received. From a discussion with the manager and inspection of the training records we saw that a wide range of appropriate and ongoing training is provided for the staff so that they can do their jobs safely and properly. Staff commented that they felt the induction programme covered everything they needed to know to do their job. They also felt that they received “more than enough” training. Glenbank Care Home DS0000039726.V375104.R01.S.doc Version 5.2 Page 21 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 31 33 35 38 People using the 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 well managed and this ensures that the welfare of the residents is protected. EVIDENCE: The registered manager of the home was a qualified nurse for many years and has over 20 years experience of managing a care home. She is a co owner of the home and has a management qualification. She keeps herself regularly updated with training, both in management and care issues. Staff made the following comments: “ I would not want to work anywhere else” Glenbank Care Home DS0000039726.V375104.R01.S.doc Version 5.2 Page 22 “ I feel supported and the training we get is really good”. “I always feel happy working at Glenbank” The management of the home employs the services of a company to assist them with health and safety and personnel issues. This company has recently awarded the management with a certificate of achievement for complying with the relevant legislation. The home also has the Investors in People Award. The manager told us that every year she sends out survey forms to the residents and relatives. These surveys request their views on the services and facilities that the home provides. She also told us that she regularly undertakes checks of the medicine systems and infection control issues. We discussed the possibility of widening this to include other areas within the home that she could check out on a regular basis. The system for the safekeeping of residents’ money was good. Management only handle any “spending money” brought in by relatives. Individual records are made of all transactions and balances. Receipts are held for any purchases made and receipts are given to relatives when they deposit any money for their relative. Information received from the AQAA sent to us showed that the homes’ fixtures, fitting and equipment are properly maintained and regularly serviced. The manager told us that the baths and showers have thermostatic control valves so that the water discharges at a safe temperature and therefore reduces the risk of accidental scalding. We did not however see any evidence that they were in place or had been serviced. The manager agreed to forward information about the control valves once she had spoken to the maintenance man. We saw that regular weekly checking and testing of fire detection system, fire exits and emergency lights was undertaken and documented. Issues of concern in relation to the health and safety of the residents were in relation to the unguarded radiators in some toilets, a bedroom and one of the corridors. The manager agreed to have the radiators protected within 4 weeks from the day of the inspection visit. Glenbank Care Home DS0000039726.V375104.R01.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 x x 4 x x N/A HEALTH AND PERSONAL CARE Standard No Score 7 2 8 3 9 2 10 3 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 x 18 3 3 3 3 x x 3 2 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 x 3 x 3 x x 2 Glenbank Care Home DS0000039726.V375104.R01.S.doc Version 5.2 Page 24 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard OP7 Regulation 15(1) Requirement When a care problem has been identified, then a care plan must be in place to address it. It is important to do this so that everybody involved in caring for the resident understands the care that needs to be provided. To protect the health and safety of the residents, management must make sure that the unguarded radiators identified in the report, are guarded. To protect the health and safety of the residents, management must provide evidence to show that thermostatic control valves are fitted to baths and showers. These need to be in place to prevent hot water discharging at too high a temperature. Timescale for action 14/05/09 2 OP25 13(4)(a) 14/05/09 3 OP25 13(4)(a) 14/05/09 Glenbank Care Home DS0000039726.V375104.R01.S.doc Version 5.2 Page 25 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1 2 3 Refer to Standard OP7 OP9 OP9 Good Practice Recommendations Care records should always be accurately dated. It is important to do this so that staff have a clear record of a residents’ condition at any one time. To ensure the accuracy of a handwritten transcription they should be checked with another member of staff, signed and countersigned. To ensure that there is an accurate record of the amount of medicine given, staff should write on the medication administration sheet the actual dose that has been given to the resident. Glenbank Care Home DS0000039726.V375104.R01.S.doc Version 5.2 Page 26 Care Quality Commission Care Quality Commission Unit 1 Tustin Court Port Way Preston PR2 2YQ National Enquiry Line: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. 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