Care Home: Gorway House

What the care home does well The staff are cheerful, friendly and helpful and encourage people to enjoy themselves but also try to make sure that they are safe and well looked after. The feedback from people indicates that the home provides a friendly and supportive home where people are respected and well looked after. The daily care records are detailed and show that care is delivered in a way that suits the individual. Comments from a returned survey include: `Caring, courteous staff and management`. `I have found it to be a happy place with kindly staff in very pleasant surroundings.` What has improved since the last inspection? Areas of the home have been decorated which the residents welcomed. The management have reviewed their processes for dealing with people`s medication. What the care home could do better: People spoke of being comfortable with being asked their views which is common place. The recorded involvement of people in the daily life of the home could be better. The home should develop more pro-active care plans focused on preventing pressure ulcers where people are identified at risk and for specific conditions e.g. diabetes. Key inspection report Care homes for older people Name: Address: Gorway House 40 Gorway Road Highgate Walsall West Midlands WS1 3BG     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: Pat Scott     Date: 2 6 0 1 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 21 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) Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 21 Information about the care home Name of care home: Address: Gorway House 40 Gorway Road Highgate Walsall West Midlands WS1 3BG 01922615515 01922725059 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Mrs Pamela Brown care home 28 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: The maximum number of service users who can be accommodated is: 28 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) 28 Date of last inspection Brief description of the care home Gorway House is a care home located in Walsall, West Midlands. The two-storey detached property is located in quiet residential area, close to local amenities. A wellmaintained garden is situated at the rear of the property. Ample car parking is located at the front of the home. 0 Over 65 28 Care Homes for Older People Page 4 of 21 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: This is a key inspection for Gorway House. This inspection site visit provided an opportunity to find out how peoples developing care needs are being met, together with the services plans for improvement. This report draws on information received from the home in their Annual Quality Assurance Assessment, which is a self-assessment process that requires care services to record how well care outcomes for the people living in their service are being met as well as providing a range of statistical information about the service. We also looked at information we have about how the service has managed any complaints. We reviewed what the service has told us about things that have happened in the service, these are called notifications and are a legal requirement. Care Homes for Older People Page 5 of 21 We reviewed the previous key inspection outcomes of 1/4/2009 and those of the random inspections 2/7/2009 and 9/12/2009. We gathered relevant information from other organizations such as the Environmental Health Office and the Fire Safety Officer. Two staff working at the home were interviewed and records were reviewed. The two registered managers were available during the day. One Regulatory Inspector and one Local Area manager carried out this inspection over 2 hours. Care Homes for Older People Page 6 of 21 What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line 0870 240 7535. Care Homes for Older People Page 7 of 21 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 8 of 21 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 who use the service can be confident that they will have their needs fully assessed and have the opportunity to visit the home before living there. This ensures that all parties can be sure the home can meet all individual needs in the required way. Evidence: During the visit we spoke at length with three residents who live at the home. One resident confirmed that they had been given information about the home prior to entering and had made enquiries before moving in. We saw written details of assessments on the residents care file and others we reviewed were well recorded. Care Homes for Older People Page 9 of 21 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 who use the service can be assured that all individual needs are agreed between residents and staff and are documented to ensure that all these needs are appropriately met. Procedures followed in the home ensure that people are always treated with dignity and are protected by a thorough system for dealing with their medication. Evidence: During the morning we spoke with several residents in the lounge and bedrooms. All said that the staff gave them all the assistance they needed in an appropriate way. Residents sitting in the lounge confirmed that staff in the home treated them with respect and that they saw health professionals in private in their bedrooms. We checked the care plans for some of the residents spoken with and these were documented and contained information, which reflected what people had said. Moving and handling assessments had been completed as necessary and conversations we had with staff and residents suggested that any assistance given to help residents to transfer or move was provided in a safe and appropriate way. There wasnt enough clear detail where staff had identified people at risk of pressure area problems. Care Homes for Older People Page 10 of 21 Evidence: Medication is administered by staff at the home. A random inspection 9th December 2009 confirmed that systems had improved. Systems reviewed at this inspection showed good processes continue to be in place. The assistant manager stated that a visual check is undertaken to ensure that medication is handled in line with the policies and procedures of the home and that people receive the correct medication at the right time. This is also recorded. Care Homes for Older People Page 11 of 21 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People using the service are enabled to be in control of their own daily lives and they are able, as a group to make choices about how the home is run. Residents enjoy the food in the home and are supported to maintain community links so that they can maintain a sense of well-being and enjoy living in the home. Evidence: We spoke with residents in the lounge who said that care staff provide most of the daily activities and that events included quizzes and board games and some gentle keep fit. Residents said that they enjoyed what is provided. We saw people sitting in their rooms or lounge listening to music or watching morning TV. The home keeps a record of activities and events . We spoke to one resident in their room who said that they always decided what clothes they wore and usually got up when they liked. This resident said they could stay in bed if they wanted to and usually managed their own personal care. We were also told that visitors were welcomed in the home at all times. The kitchen was clean and there were records of appropriate monitoring of equipment and food monitoring. We asked residents about the food and all those spoken with said they enjoyed the meals. One resident said the food was great and another that it was always well cooked. Care Homes for Older People Page 12 of 21 Evidence: Residents told us that they choose their food for the day from a choice of at least two options and they always liked what they had. The residents who spoke with us also confirmed that staff provided drinks all through the day and at night if they wanted. People were seen to enjoy a social gathering whilst having morning tea and coffee. Care Homes for Older People Page 13 of 21 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service can be confident that the procedures followed in the home ensure that any concerns residents might have are listened to and that residents are protected from all forms of abuse. Evidence: We asked residents if they understood how to complain and all said they would have no problem about voicing any concerns if they had them. There are written policies on complaints, safeguarding adults and whistle blowing and the completed AQAA confirmed that these policies have been updated. Minutes were seen from a residents meeting in 2009 when the complaints procedure was distributed and discussed. There has been one referral made to the local authority under the safeguarding adults procedures which is currently under review. The management understood the responsibilities around deprivation of liberty and mental capacity. No one in the home is subject to a deprivation of liberty authorisation from the local authority. Care Homes for Older People Page 14 of 21 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. Residents find living in the home a pleasant experience as it is well maintained and attractively presented. Procedures followed ensure that the home is kept clean and hygienic which helps to keep the residents safe and in good health. Evidence: The service states in the AQAA that it has improved the decor and furnishings. We visited most parts of the home during the inspection and all areas were very clean and some newly decorated. All the bedrooms seen were personalised and were warm and all had call alarms. Some residents said they had chosen to bring their own furniture into the home. We spoke with a member of staff who confirmed they had received appropriate training, especially around health and safety and infection control and they wear protective clothing. Care Homes for Older People Page 15 of 21 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 use the service can be assured that residents are appropriately supported and have their care needs met because there are enough well trained staff on duty in the home. The procedures followed for recruiting staff are thorough and help to ensure the protection of the residents. Evidence: We spoke to one staff member who said that there were enough staff on duty in the home, to meet all the needs of the residents and those residents we spoke with confirmed this. Residents said they could get up and go to bed when they wished and were not rushed by staff. One member of staff confirmed that they were involved in administering medication, and they had been trained in the procedures. Medication processes in the home have improved. The manager has stated in the AQAA that staff are being supported to do NVQ training. We checked the recruitment files of more recent staff recruitment and all had criminal records bureau checks in place and two appropriate written references prior to being employed. Care Homes for Older People Page 16 of 21 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. Residents are content and enjoy living in the home, which they feel is well run and feel their views affect what happens on a daily basis. Procedures followed in the home safeguard their financial interests and ensure that the welfare of both staff and residents is promoted. Evidence: People tell us that they are asked frequently everyday what they would like to do and whether everything is going well for them. Staff are knowledgeable about peoples needs. The manager and staff find out what people like by talking to them, involving them in their care and holding informal resident meetings so that any issues can be discussed. The AQAA contains information that is supported by some evidence and informed us of changes planned to make any improvements to the service over the next 12 months. People who use the service say that they trust the staff and feel safe in the home. Comments from people include: I am shown kindness and wonderful attention, the managers find time to listen and are willing to discuss problems. Care Homes for Older People Page 17 of 21 Evidence: There is minimal recorded evidence of peoples views being sought on a formal basis and any results being fed back to them. Surveys are conducted, but not collated in a meaningful way which could assist any service improvement. Regular medication audits are now being conducted to ensure staff practice meets policies and procedures and that people receive their medication by skilled, trained staff. Care Homes for Older People Page 18 of 21 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 19 of 21 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 The management should develop more pro-active care plans focused on preventing pressure ulcers where people are identified at risk and for specific conditions e.g. diabetes. The recorded involvement of people in the daily life of the home could be better. 2 33 Care Homes for Older People Page 20 of 21 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 21 of 21 - 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!