Care Home: Haresbrook Park

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What the care home does well The service provides a good standard of personal care in a friendly, professional caring environment. If a person is ill they make sure that they get the right treatment. Staff are supported well by a confident manager to achieve high standards expected of their role. 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. If concerns are raised about aspects of the service, they are dealt with quickly and people have a variety of forums at which they can air their views. If a person doesn`t like something they can complain to the manager. The staff and management recognise when updates are needed for particular topics and research relevant materials so that staff can be up to date with current thinking. E.G. The manager has accessed information to train staff on mental capacity and deprivation of liberty. The manager and her staff like to find out what people living in the home like to do and try to make sure that they can do it and they find out what they like to eat and try to make sure that is what they get. What has improved since the last inspection? The company has employed more social life co ordinators. To make sure that people who live in this home are looked after in a way that they like regular visits by the provider`s regional manager focus on how they feel that their needs are being met. These findings are recorded and available to the manager so she can improve the service. The manager has introduced an audit system to ensure that staff practice meets policy and procedure. What the care home could do better: This service has many strengths and knows where it wants to improve. There are no significant areas for improvement needed relating to the health and safety of people using the service or issues of management. We are confident that the management will address any areas for improvement identified by the service itself. The service has measures in place to recognise its own weaknesses as they emerge and manage them well. Inspecting for better lives Key inspection report Care homes for older people Name: Address: Haresbrook Park Berrington Road Tenbury Wells Worcestershire WR15 8EJ     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Pat Scott     Date: 1 7 1 2 2 0 0 8 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. 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. the things that people have said are important to them: They reflect 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. 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 Commission for Social Care Inspection aims to: · · · · Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 24 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). 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 CSCI copyright, with the title and date of publication of the document specified. www.csci.org.uk Internet address Care Homes for Older People Page 3 of 24 Information about the care home Name of care home: Address: Haresbrook Park Berrington Road Tenbury Wells Worcestershire WR15 8EJ 01584811786 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Kelly Residential Limited care home 55 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category physical disability Additional conditions: The maximum number of service users to be accommodated is 55. 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) 55 Dementia (DE) 55 Physical Disability (PD) 55 Date of last inspection Brief description of the care home Haresbrook Park is situated on the outskirts of the small town of Tenbury Wells. It is close to various local amenities. It is surrounded by large gardens and countryside. There are plenty of parking spaces. Weekly fees range from £360- £795. Information of the home and the provision of the service are available in the statement of purpose and service user guide, both documents have recently been revised and are readily available. Commission for Social Care Inspection Reports for this service are available from the provider or can be obtained from www.csci.org.uk Care Homes for Older People Page 4 of 24 Over 65 0 55 0 55 0 55 Care Homes for Older People Page 5 of 24 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 quality rating for this new service is *TWO star good service. This means the people who use this service experience good quality outcomes. We, the commission, used a range of evidence to make judgements about this service. This includes: information from the manager in the annual quality assurance assessment (AQAA), staff records kept in the home, service audits, survey results from people who use the service, discussion with the manager, tour of the premises, quality assurance processes, Fire Authority reports, Environmental Health Office reports, registration reports, observation of care experienced by people using the service. Care Homes for Older People Page 6 of 24 Care Homes for Older People Page 7 of 24 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 set out on page 4. The report of this inspection is available from our website www.csci.org.uk. You can get printed copies from enquiries@csci.gsi.gov.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 8 of 24 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 9 of 24 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 can be confident that the care home can support them. This is because there is a complete assessment of their needs that they, or people close to them, have been involved in. People will be able to feel that they can live the life they choose in the home. This is because the assessment is now more person centred and shows an understanding and respect for their diversity. Evidence: The service user guide gives good information and is up to date including details about the overall fees charged. It is the intention of the manager to create an improved format that may be better understood by all residents. Admission assessments of 2 new people were read. They relay the service is taking into account the individual care needs of a resident in a person centred way. Detailed information is written about the persons social history and staff assess a persons Care Homes for Older People Page 10 of 24 Evidence: values, beliefs and hopes in their life. All health assessments are very clear. The service admits people with dementia and provides staff with training and guidance to enable them to be responsive to individual needs. The provider has invested in good training resources for staff to build on current knowledge and best practice. Care Homes for Older People Page 11 of 24 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. Peoples care needs and risk assessments are set out in their individual plans of care which ensures that all care needs have been addressed and will be fully met. The manager understands the need to comply with safe medication systems and staff practice ensures that the homes procedures are complied with and that residents health matters are safely addressed. The actions of staff and their approach to care ensures that people are treated with respect and their right to privacy is upheld. Evidence: All residents have care plans derived from the initial assessments. Each plan has a recorded monthly evaluation of the elements of care. Staff hold reviews with the individual and, if relevant, their relative. The plans provide clear detail as to how care is to be delivered by staff in a way that the person prefers. Clinical intervention by district nurses is monitored and records kept. Staff spoken with state that the plans Care Homes for Older People Page 12 of 24 Evidence: provide them with a clear picture of the persons needs and progress. Daily records monitor the progress of individuals which provide clear indications of how a person has spent their day. The plans demonstrate contact with other healthcare professionals such as the community psychiatric nurse or general practitioner. Residents all appeared well groomed with their hair, nails and clothes looking clean. Observation of staff shows they have a good approach to residents including when people are being assisted with intimate tasks. People are spoken to respectfully. The service accepts responsibility for administering medication to residents and has improved practice in this area. The service has suitable storage facilities for all prescribed drugs and for homely remedies. Written records for receipt, administration and disposal of medication are in place. The service audits the medication system on a regular basis for compliance and errors. Care Homes for Older People Page 13 of 24 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. Staff support people to keep in touch with family, friends and representatives so that they have appropriate relationships. People are assisted to be as independent as they can and the service demonstrates that they lead their life in a chosen way so that they have the opportunity to make the most of their abilities and interests. The food in the home is of good quality so that the dietary needs of people are met. Evidence: The assessment process demonstrates that social/leisure pursuits are addressed prior to admission in a personalised way for the individual. Staff are taking life histories of individuals. Two activity people are employed with a third soon to be in post. Once living at the home, social activities are provided and relatives consulted through meetings regarding preferred events. Most surveys returned to us stated that the food is good and it is always nicely cooked. Relevant staff have had food hygiene training. Menus are available and staff assist people with their choice. New carvery servers have Care Homes for Older People Page 14 of 24 Evidence: been purchased so people will be able to choose at the point of sitting down to eat. Surveys tell us that the routines of daily life are less regimental and more focused on the individual. Staff are seen to have time to speak with residents and know them very well. The manager is visible in the home and relatives know they can speak to her. Care Homes for Older People Page 15 of 24 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. The service has a complaint procedure which is accessible so that people who use the service have information of how to make complaints about the home. Training is provided so that service users are protected from abuse and have their legal rights protected. Evidence: People who returned a survey say that they would go to the manager or one of the staff if they had a problem. All expressed confidence that issues would be dealt with. Staff are clear when information needs referring through safeguarding processes. Concerns staff have about a particular resident have been promptly dealt with and referred through the vulnerable adults procedures. The person centred approach by the manager and staff will gradually give people the confidence to air their concerns. Staff, through improved training and development, are well quipped to listen to concerns and ensure they are responded to. Care Homes for Older People Page 16 of 24 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 physical design and layout of the home has improved so that people live in a safe, well maintained and comfortable environment, which encourages independence. Evidence: The manager spoke of the refurbishment improvement plan which has been achieved and of the further work in progress. All areas seen around the home are clean and rooms personalised and decorated according to the wishes of those people occupying them. The service has a plan to upgrade the inside and outside of the home including provision of: new laundry, lounge and dining furniture, a safe garden, reminiscence area, new carpets etc. Care Homes for Older People Page 17 of 24 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. Staff in the home are trained and are in sufficient numbers to fill the aims of the home and meet the changing needs of residents. Evidence: Staffing rotas are in place. Numbers of staff and their skill mix has been reviewed with extra staff being deployed. NVQ training is provided and the minimum ratio of 50 trained staff being at level 2 has been met. Staff files kept in the home evidence the induction process provided for new starters. Dementia training is provided with a new programme being developed. Staff turnover in the home is low so that continuity of care is provided. The residents know the staff very well and observation showed that they provide a personal but professional service. Staff surveys returned to us comment that the training is much better and it enables them to fulfill their role to their best ability. They were complimentary about the level of support they receive from their new manager. Staff have more responsibility within their area of work, for example, unit leaders conduct supervisions. Care Homes for Older People Page 18 of 24 Care Homes for Older People Page 19 of 24 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. Peoples opinions are more central to how the home develops and reviews its practice, and the service is developing appropriate ways of making sure they get things right. So, people have confidence in the care home because it is run and managed well. Evidence: The managers practice is people focused and customer satisfaction is high on the agenda. This is evidenced by the commitment to conducting service user/staff/relative surveys, regular family meetings that are minuted, and excellent day to day contact. A quality review of the service, conducted by the manager on 15/12/08, identified deficits in service provision with an action plan in place. Medication systems are audited as are many other aspects of the service including infection control, health and safety, falls and accidents. Relatives comments say that they trust the staff and that they are kind. One stated that the management offers good care and a another stated The manager is approachable and goes out of her way to help both residents and staff. Care Homes for Older People Page 20 of 24 Evidence: The annual quality assurance assessment by the home identified where the provider suggests they could do better. The manager has an action plan to address these areas. A copy of the AQAA is given to the unit leaders so they understand the direction the service is heading towards. The management of the home is based on openness and respect. The service has quality assurance surveys in place so that people are assured that the overall conduct of the home is taking into account their views. Care Homes for Older People Page 21 of 24 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 22 of 24 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations Care Homes for Older People Page 23 of 24 Helpline: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.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) Commission for Social Care Inspection (CSCI). 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 CSCI copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 24 of 24 - 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!