Care Home: Goldendale House

What the care home does well The providers have made considerable improvements to all the outcomes for the people who live there, these are out outlined below. What has improved since the last inspection? The assessment process has improved and there is now a formal pre admission assessment tool in place. This helps to ensure that people have their individual needs assessed and can be assured that the home will meet these needs. The planning of personal care needs has improved and care plans are now more effective and contain individual risk assessments. Visiting professionals and relatives have noticed the improvements in the care provided at the home. We spoke with the practice nurse who was visiting someone who lives in the home and we also spoke with a social worker over the telephone and both were complimentary about the care provided. The service works closely with health care professionals to ensure that people`s individual health care needs are monitored and met. Also staff are now receiving on going training in all aspects of care in order to ensure that they can understand and meet the needs of the people living in the home. There has been a significant improvement in the provision of therapeutic activities in the home and activities are now geared toward meeting the needs, abilities and preferences of individual people. People who want to are now included in the daily routines of the home including helping with cooking and cleaning. Individual autonomy is promoted and the activities of daily life in the home are made flexible and varied. People who live in the home and their representatives are encouraged to be involved in the running of this home, are listened to and have a voice. The environment has improved considerably and there has been on going redecoration and refurbishment. This has helped to "lift" the home and it now appears cleaner, brighter and better presented. The providers have also added more adaptations so that people are able to maintain as much of their Independence as possible. The seating layout in the lounge has been changed to encourage and facilitate more social interaction. There is now a formal staff training and development programme in place and training is geared to meeting the needs of people. This includes training in dementia care and staff have now started to complete comprehensive training in this area. The staff recruitment procedure is robust and all the required checks are carried out prior to individuals being offered employment at the home, The overall management of the service has improved. The current manager Lorna Jones has recently become registered with CQC and is proving to be an effective manager. People who live in the home and staff who work there all feel supported by Lorna and the management of the service is open and inclusive. This is what people tell us that they think has improved at the home "Improvements have been made with activities" "The home, under the new management, has made a fantastic difference and I and my sisters are happy that mum is here" "They look after us well and make us feel happy" "They are extremely caring and the home has a nice homely feeling" "It gives me the care and support I need. I am encouraged to help out in the kitchen which I enjoy and it keeps me busy" One visitor said that the home "had improved 100%" and "is the best that it has ever been in many years". What the care home could do better: We have made some good practice recommendations for further improvement Care plans should be further developed now and made more person centered. This will help to ensure that people receive holistic care on an individual basis. Fluids should be made more readily available for people who choose to sit in their rooms. This will help to ensure that people receive adequate hydration and refreshment. The service should start to document any concerns that people raise, in order to show how these concerns have been dealt with by the manager. The service also needs to obtain a copy of the local Staffordshire Safeguarding procedures. This will help to ensure that, in the event of allegations of abuse or poor practice, then the proper referral procedures are followed. This will help to ensure that people are kept safe. The Service should now develop its Quality Assurance programme further to include auditing of all areas. The results of these audits should be made available to the people who live in the home and should include any improvements made. The kitchen should be repainated in order to comply with the recommendations made by the Environmental Health Officer. Key inspection report Care homes for older people Name: Address: Goldendale House 45 Plex Street Stoke-On-Trent Staffs ST6 5JQ     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: Yvonne Allen     Date: 1 7 0 3 2 0 1 0 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Older People Page 2 of 29 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial 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. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 29 Information about the care home Name of care home: Address: Goldendale House 45 Plex Street Stoke-On-Trent Staffs ST6 5JQ 01782861306 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): goldendalehouse@aol.com Lovett Care Ltd Name of registered manager (if applicable) Mrs Lorna Amber Jones Type of registration: Number of places registered: care home 19 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category Additional conditions: The maximum number of service users who can be accommodated is: 19 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 (OP) 19 Dementia (DE) 19 Date of last inspection Brief description of the care home Goldendale is a purpose built care home and can accommodate up to 19 older people. That number may include 5 people with dementia care needs. Goldendale is a detached property situated in a residential area close to Tunstall town centre. There is a small seating area to the front of the building and car parking area Care Homes for Older People Page 4 of 29 Over 65 0 19 19 0 Brief description of the care home to the rear. The building is on 3 levels. On the lower ground floor there is a kitchen, laundry, offices and storage. Accommodation for people is on the ground and first floors. On the ground floor there are 8 single and one shared bedroom, and a large lounge/dining area with kitchenette, 2 bathrooms (1 is a walk-in shower), toilet areas and office accommodation. On the first floor there are two shared and four single bedrooms, a hairdressing salon, an assisted bathroom and additional toilet area. There are 13 single and 3 shared bedrooms, all except one having en-suite facilities. There are also adequate toilet facilities located near to the communal areas. Care Homes for Older People Page 5 of 29 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 Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: The overall quality rating for this service is 2 Stars. This means that the people living at the home experience GOOD quality outcomes. This is the first Key Inspection of the service under the new providers, who took over the home in October 2009. This unannounced Key inspection visit took place over one day and was undertaken by one inspector. The inspection process was commenced several weeks prior to the visit and included surveys completed by people who live at the home. All of the Key minimum standards were assessed and for each outcome a judgment has been made, based on the evidence we gathered. These judgments tell us what it is like to live at the home. Care Homes for Older People Page 6 of 29 Prior to this inspection visit the service had completed a self-assessment tool, which is known as the Annual Quality Assurance Assessment (AQAA). Completion of this assessment is a legal requirement and it enables the service to undertake a self assessment, which focuses on how well outcomes are met for people living at the home. The ways in which we gathered our evidence to make the judgments are as follows, We looked at any information we had received about the service since the last Key inspection. We spoke with people who live in the home. We spoke with some of the staff who work at the home. Discussions were held with the Registered Manager Lorna Jones and two of the Providers. We examined relevant records and documentation in the home. We walked around the home and visited all communal areas and some bedrooms. We observed staff interaction with people who live in the home. At the end of the inspection visit we discussed our findings with the above managers. Care Homes for Older People Page 7 of 29 What the care home does well: What has improved since the last inspection? The assessment process has improved and there is now a formal pre admission assessment tool in place. This helps to ensure that people have their individual needs assessed and can be assured that the home will meet these needs. The planning of personal care needs has improved and care plans are now more effective and contain individual risk assessments. Visiting professionals and relatives have noticed the improvements in the care provided at the home. We spoke with the practice nurse who was visiting someone who lives in the home and we also spoke with a social worker over the telephone and both were complimentary about the care provided. The service works closely with health care professionals to ensure that peoples individual health care needs are monitored and met. Also staff are now receiving on going training in all aspects of care in order to ensure that they can understand and meet the needs of the people living in the home. There has been a significant improvement in the provision of therapeutic activities in the home and activities are now geared toward meeting the needs, abilities and preferences of individual people. People who want to are now included in the daily routines of the home including helping with cooking and cleaning. Individual autonomy is promoted and the activities of daily life in the home are made flexible and varied. People who live in the home and their representatives are encouraged to be involved in the running of this home, are listened to and have a voice. The environment has improved considerably and there has been on going redecoration and refurbishment. This has helped to lift the home and it now appears cleaner, brighter and better presented. The providers have also added more adaptations so that people are able to maintain as much of their Independence as possible. The seating layout in the lounge has been changed to encourage and facilitate more social interaction. There is now a formal staff training and development programme in place and training is geared to meeting the needs of people. This includes training in dementia care and staff have now started to complete comprehensive training in this area. The staff recruitment procedure is robust and all the required checks are carried out prior to individuals being offered employment at the home, The overall management of the service has improved. The current manager Lorna Jones has recently become registered with CQC and is proving to be an effective manager. People who live in the home and staff who work there all feel supported by Lorna and the management of the service is open and inclusive. This is what people tell us that they think has improved at the home Improvements have been made with activities Care Homes for Older People Page 8 of 29 The home, under the new management, has made a fantastic difference and I and my sisters are happy that mum is here They look after us well and make us feel happy They are extremely caring and the home has a nice homely feeling It gives me the care and support I need. I am encouraged to help out in the kitchen which I enjoy and it keeps me busy One visitor said that the home had improved 100 and is the best that it has ever been in many years. 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 Older People Page 9 of 29 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 10 of 29 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are given information about the service and can be assured that the home will be able to meet their needs. Evidence: Information is provided about the home in the form of a Service User Guide and Statement Of Purpose. These documents tell people what services the home provides and explains the philosophy of the home. The service intends to make these documents available in other formats including large print and braille. The last inspection report was readily available by the front entrance to the home and people were invited to take a copy to read. People who want to come into the home have their needs assessed first by a representative from the home. This is usually carried out by the registered manager. The service has introduced a tool for the assessment of peoples needs called an Care Homes for Older People Page 11 of 29 Evidence: assessing plan. This is completed prior to admission to the home. We saw examples of these contained in care plans. The manager also liaises with other professionals involved in the admission process such as social services and doctors. The manager confirmed that she only offers people a place at the home if she is sure that their needs can be met by the service. Care Homes for Older People Page 12 of 29 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People can be assured that this home will meet their personal and care needs and that they will be treated with dignity and respect. Peoples health care needs will be monitored and access to health care professionals will be promoted. Evidence: Each person has a plan of care in place based on the assessment of their needs. We looked at several care plans and noted the following - There is an initial assessment of a persons needs and this is contained in the assessment plan. A life history is also in place from information gained from the person themselves, family and friends. Personal care is assessed and each problem is then risk assessed. Risk assessments are in place and others are in the process of being updated. Comments about personal care include peoples wishes and preferences and people are encouraged to be independent and self caring wherever possible. Care plans should now be developed further in order to become more person centered. Care Homes for Older People Page 13 of 29 Evidence: There is a record of Professionals visits and these demonstrate that people see the doctor, district nurse, chiropodist, dentist and optician as required. We met with the district nurse during our visit who had come from the local GP practice. She told us that they work well together and have a good working relationship. She also said that peoples health care needs are met well by the home and that they are quick to refer where necessary. We spoke with a Social Worker over the telephone and he was complimentary about the care given to people who live in the home. he told us that he does not have any concerns about the home. Care plans demonstrate that people who live in the home have their dietary needs assessed and are weighed weekly. The providers have purchased new sit on scales since the last inspection. Where people need assistance with their diet then this is given. We saw an example of where a lady had lost weight and was taking a liquidized diet and now, with encouragement, eats a normal/soft diet and is gaining weight. Dietary supplements are prescribed and administered to people where required. We were told by people who live in the home that they are offered plenty of hot drinks and we saw drinks being served several times during our visit. However we did not see any jugs of water in peoples rooms and it is recommended that where people prefer to sit in their rooms that fresh water and drinks be made readily available in order to help ensure that people received adequate hydration and refreshment. Most people sit in the lounge area where fluids area more readily available. We observed staff interaction with people and noted that people are spoken to respectfully but at the same time there is good banter and a friendly approach. You get the impression that the home is like one big family. We spoke with several visitors and people who live in the home and, without exception, they all commented on how the service has improved. One visitor said that the home had improved 100 and is the best that it has ever been in many years. Another person told us that all the staff are very approachable and I have never heard any of the staff speak disrespectfully to any of the residents. Night staff carry out hourly checks on people to ensure their safety. We saw the Care Homes for Older People Page 14 of 29 Evidence: record of this and a person told us Oh yes they check to see if I am alright in the night and I sometimes wake up and someone is looking from the door at me to see if I am ok. We looked at the process for the receipt, storage, administration and disposal of medication in the home. Staff are suitably trained to administer medication and this training was observed to be comprehensive. People are able to control their own medication if they wish to following a suitable risk assessment. Where people are unable to do this or would prefer staff to manage their medication, they can be assured that their medication will be managed effectively and safely. Care Homes for Older People Page 15 of 29 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People can be assured that their individual social and therapeutic needs will be met very well at the home. The activities of life in this home are flexible and varied and peoples wishes are respected. Evidence: The service has started to implement what they call a Personalized Activity Programme. This is where each person is assessed as to their abilities, wishes and preferences for social activities. This assessment looks at a persons current programme and compares this to their preferred programme. This will then be introduced specifically to meet their needs. We saw that there is an extensive activity and entertainment programme in place where all annual events are celebrated and include participation by families and friends. We saw lots of photographs of people enjoying these events. Activities also include the use of the mobile library and, in particular, the use of activity boxes which are hired for three months at a time. These boxes contain lots of local memorabilia which people who live in the home, family and friends can enjoy talking Care Homes for Older People Page 16 of 29 Evidence: about. People who live in the home feel that they are treated as individuals and that their wishes and preferences are taken into account. They told us about how, when they prefer the privacy of their own room, this is respected by the staff, but at the same time they feel safe. We visited a person who likes a daily newspaper delivered and she was comfortable in her room with her television but likes to take her meals in the dining room. People are involved in the daily routines of the home and some people like to help with food preparation and cleaning. One person told us I am encouraged to help out in the kitchen which I enjoy and it keeps me busy. Another person who lives in the home has been involved with interviewing new staff. People told us that they choose when to go to bed, when to get up and the clothes that they wear. The manager confirmed that there is a natural waking policy and that people are encouraged to treat this as their own home. We spoke to visitors who confirmed this and also told us that they visit freely at any time, and that they are always made to feel welcome and are offered refreshments. People told us that they like the meals served to them are very good. We observed lunch to be nutritious and well presented. There were two choices on offer, as there always are and, when one person asked for a sandwich instead this was quickly prepared for her. The Cook confirmed that special diets and preferences are catered for and that she quickly gets to know the likes and dislikes of new residents. The menu for the day was displayed on the board for all to see and the four weekly rotational menu was also on display. This has recently been reviewed and changed to the Spring Menu with some different dishes introduced. People who live in the home are asked for their suggestions about the menu during surveys which are sent out and meetings which are regularly held. Mealtimes are not set as such and people are able to take their meals at different times of the day if they so wish. People can also take their meals in their bedrooms if they prefer to. Care Homes for Older People Page 17 of 29 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People can be assured that the systems in place help to keep them safe. There is an open culture at the home and any concerns that people might have about the home will be litened to and taken seriously. Evidence: The service has an open culture in which people are encouraged to raise any concerns they might have about the home. There is a formal complaints procedure in place an people who live in the home knew about this. Visiting relatives are also aware of the above procedure and told us that they know how to raise a concern should they have one. A person told us - Oh yes I would go to any of them they are all helpful and would sort it out Another person said - The manager is very good and so are the owners. They listen to you. The manager runs an open door policy where people can go into the office and discuss any issues with her in private. The service also holds regular meetings for people who live in the home and their relatives. During these meetings people are encouraged to air their views and make Care Homes for Older People Page 18 of 29 Evidence: suggestions for improvement. The manager told us that she has not received any formal complaints so there was no log of these. She told us that she addresses grumbles and concerns as they arise. It is recommended that the service start to record these so as to be able to demonstrate the action which has been taken to address concerns. There is a policy in place on Safeguarding adults from harm and abuse and staff receive instructions and training in the recognition and reporting of abuse and poor practice. There is also a Whistle blowing policy in place. The service does not have a copy of the Staffordshire Intra Agency safeguarding Policy in place which is local to the area. It is recommended that this is provided so that all staff are aware of their roles and responsibilities in the Safeguarding referral process. Care Homes for Older People Page 19 of 29 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The service provides a clean, comfortable, safe and homely environment for people to live in. The home has been adapted to meet the needs of the people who live there. Evidence: The new providers have made many improvements to the environment since the last Key Inspection of the service. The home is now much brighter, cleaner and more hygienic. There is a rolling programme of redecoration and refurbishment in place and several of the bedrooms have been attractively redecorated and refurbished. The corridors have also been painted different colors and the carpets have been deep cleaned. More adaptations have added such as hand rails in toilet areas. This helps people who live in the home with their mobility. The lounge seating area has been re organized so as to encourage social interaction. People were observed interacting with each other in this communal area at the time of Care Homes for Older People Page 20 of 29 Evidence: the visit. The new providers have also introduced some tactile stimulating objects to help people with confusion and dementia. There is a new large flat screen television in the lounge for people to enjoy. The kitchen has been inspected by the Environmental Health Agency and recommendations for improvement have been addressed. The one recommendation still outstanding is for the kitchen to be repainted and this will need to be addressed in order to comply with health and hygiene regulations. All staff delivering care have received updated training in infection control and all staff handling and serving food have received updated food hygiene training. Both the Cook and the Housekeeper have commenced NVQ training in their relevant areas. The service has an infection control policy in place. More hours have been allocated to cleaning of the home. We noted the provision of hand wash facilities for staff throughout the home. Care Homes for Older People Page 21 of 29 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who live in this home can be assured that staff are carefully selected to work there and will be trained to meet their specific individual needs. Evidence: Records of staff training and development have improved considerably since the last Key Inspection of the service. There is a staff training and development plan in place which is geared toward training staff to recognize and meet the needs of the people who live in the home. There is a staff training matrix in place and each staff member has a training action plan in place which is designed to keep staff updated. There is on going NVQ training at the home and over fifty per cent of staff area trained to NVQ levels 2 and above in care. The Cook and Housekeeper have also commenced NVQ training in their specific areas. All staff who deliver care have received training in meeting dementia care needs and further staff training has been organized in this area. The providers want to develop this area of care in order to be able to meet the specific needs of people with Care Homes for Older People Page 22 of 29 Evidence: dementia or people who might develop dementia. Managers have received in depth training in this area and now plan to roll this training out for all staff. Staff told us that they feel supported with their training needs and that the home offers them Great training and support. There is a robust staff recruitment procedure in place and staff are carefully selected to work at the home. Care Homes for Older People Page 23 of 29 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience 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 the management is open and inclusive. The home is run in the best interests of the people who live there. Evidence: There has been a change in ownership and management of the service since the last Key Inspection. The manager Lorna has now been registered with CQC to manage the service. She has the relevant skills and experience required and is well liked and respected by the people who live in the home and the staff who work there. Lorna is supported by the providers who are in day to day contact with the home and who take an active part in the running of the service. Lorna makes herself available to meet with people on a day to day basis and runs an open door policy. People told us that they feel able to approach Lorna and the other providers. There is an open management culture at the home. Care Homes for Older People Page 24 of 29 Evidence: Lorna keeps herself updated with training requirements and attends meetings and forums to gain information. Staff feel supported by the manager and they receive regular formal supervision with her. Regular staff meetings are also held where any suggestions are listened to. The service has a health and safety policy statement in place and the manager is responsible for overseeing that the home is safe for people to live in and staff to work in. Staff receive regular training in all the relevant mandatory areas of health and safety and records of this are maintained. People who live in the home are assessed individually as to their health and safety requirements. The service was in the process of updating individual risk assessments at the time of our visit. The service complies with the requirements of the relevant health and safety agencies. There is a Quality Assurance programme in place which includes obtaining the views of people who live in the home. The service had distributed surveys to people in order to obtain their views on the quality of the meals served in the home. As a result, the menus have been revised and a new spring time menus introduced. The service also holds regular meetings for people who live in the home where they can air their views and make suggestions for improvements. The service will need to demonstrate and evidence where they have made changes as a result of this. The Quality Assurance programme will now need to be further developed to include regular auditing of the services offered by the home. Audits should highlight that any weak areas are addressed and improved. People who live in the home should be made aware of how the service has made improvements and what the improvements will mean to them. People who live in the home are encouraged to manage their own finances wherever possible, often with the assistance of their families or advocate. A secure facility is provided in which people are able to store monies and valuables. This is accessible to them at all times. Care Homes for Older People Page 25 of 29 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 26 of 29 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations 1 7 Care plans should now be developed to become more person centered. This will help to ensure that peoples individual needs are met. Jugs of water and other drinks should be made available to people who prefer to sit in their rooms. This will help to ensure that people receive adequate hydration and refreshments. It is recommended that concerns which are dealt with by the service are recorded. This will help to demonstrate the action taken to address concerns. It is recommended that a copy of the Staffordshire Intra Agency Vulnerable Adults Policy is provided. This will help to ensure that all staff are aware of their roles and responsibilities in the Safeguarding referral process. It is recommended that the flaking paint in the kitchen is renewed and the kitchen is repainted in order to comply with health and hygiene requirements. The service should develop its Quality Assurance system to include auditing of all the areas. The results of these audits Page 27 of 29 2 7 3 16 4 18 5 26 6 33 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 should be made public so that people who live in the home are made aware of what improvements the home is making. Care Homes for Older People Page 28 of 29 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 29 of 29 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!