Care Home: Hartford Court

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What the care home does well Staff were kind and considerate when helping people who use the service. People who use the service and relatives explained the admission process; this includes a visit from the manager. This helps new service users to identify their own needs and enables staff to meet their needs during their stay. The service gives excellent support to enable individuals to make decisions and participate in the running of the home. People who use the service said, and it was seen, that staff were kind, considerate and supportive. People who use the service and their families are fully involved with their care plans. Staff were friendly and relaxed with the inspector and were keen to discuss their work and the care needs of people who use the service. The home and staff create a positive atmosphere, which people commented upon and which is welcoming to families and visitors. People who use the service commented The home has links with supporting health professionals, who give good health support to people who use the service. An extensive range of social activities takes place both within and outside of the home and this gives people who use the service the opportunity to meet, mix and socialise with others. The food provided is of a good standard, with good choice and variety. The dining rooms are well laid out with good staff attendance enabling people to have a pleasant and social mealtime. There is a complaints procedure and in addition the views of people who use the service are actively sought. They felt their views were listened to and acted upon. The home is furnished and decorated to a very high standard and provides comfortable and pleasant surroundings for people who use the service. Individual bedrooms are very well furnished and all are ensuite. Aids and adaptations assist people to move freely and independently around the home. Bathrooms and showers are of a high standard with a number of assisted facilities to enable people who use the service to feel more comfortable and supported to enjoy this time. The communal areas are well decorated and used for a range of social events. The home is well staffed with a skilled, consistent and trained staff team giving security to people who use the service. Staff recruitment and training records were clear and concise and contained all relevant information. The vetting process helps protect people who use the service. The staff have a good understanding of the individual needs of people who use the service, who were very complimentary about the staff. Staff have undertaken National Vocational Training in Care (NVQ) at level two or above and additional training, ensuring people who use the service receive care from a skilled and knowledgeable staff team. Staff have continued to undertake training and spoke of using this knowledge in their practice. People who use the service live in a home, which is very well run and managed. What has improved since the last inspection? This is the first inspection of the home since its registration What the care home could do better: The provider and manager have their own plans to continue to develop and improve the quality of the care provided. Key inspection report Care homes for older people Name: Address: Hartford Court Hartford Court Cumbrian Way Cramlington Northumberland NE23 1DA     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: Mary Blake     Date: 0 9 1 2 2 0 0 9 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 28 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 28 Information about the care home Name of care home: Address: Hartford Court Hartford Court Cumbrian Way Cramlington Northumberland NE23 1DA 0 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Helen McArdle Care Ltd Name of registered manager (if applicable) Ms Tracey White Type of registration: Number of places registered: care home 76 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: 76 The registered person may provide the following category of service only: Care Home with Nursing - Code N to service users of the following gender: Either whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category - Code OP, maximum number of places 76 Dementia Code DE, maximum number of places 76 Date of last inspection Brief description of the care home Hartford Court is a three storey, purpose built facility situated in Cramlington. The home is well served by public transport. The home has a car park to the front from which there is level access to the main entrance. There are grassed sitting areas, which are accessible to, and for the use of, people who use the services and visitors. Care Homes for Older People Page 4 of 28 Over 65 76 76 76 0 Brief description of the care home The home is registered to provide care to 72 persons in the category of old age requiring personal, nursing care and those with mental health needs. The home charges fees that are variable and depending upon the needs and requirements of the individual people who use the services. As the home could provide nursing care the free nursing care element of the funding would be provided in addition to the costs charged to the people who use the service. The home provides information about the service through the service user guide, which is available at the main entrance and within individual bedrooms. Inspection reports will be made available at the main entrance. Care Homes for Older People Page 5 of 28 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 service is 2 star. This means that the people who use this service experience good quality outcomes. We have reviewed our practice when making requirements to improve national consistency. Some requirements from previous inspection reports may have been deleted or carried forward into this report as recommendations. This will only happen when it is considered that people who use the service are not being put at significant risk of harm. In future, if a requirement is repeated, it is likely that enforcement action will be taken. An unannounced visit was made on the 9th December 2009. The manager was present throughout of the inspection. Before the visit we looked at information we have received since registration of the Care Homes for Older People Page 6 of 28 home, how the service dealt with any complaints and concerns, any changes to how the home is run, the providers view of how well they care for people, the views of people who use the service & their relatives, staff and other professionals, including surveys of which ten service user and six staff were returned. The Annual Quality Assurance Assessment (AQAA), which is a self-assessment document, was sent to the home and was well completed. During the visit we talked with people who use the service, relatives, staff, the manager and company representative, looked at information about the people who use the service and how well their needs are met, looked at other records which must be kept, checked that staff had the knowledge, skills and training to meet the needs of the people they care for, looked around parts of the building to make sure it was clean, safe and comfortable. We told the manager what we found. Care Homes for Older People Page 7 of 28 What the care home does well: Staff were kind and considerate when helping people who use the service. People who use the service and relatives explained the admission process; this includes a visit from the manager. This helps new service users to identify their own needs and enables staff to meet their needs during their stay. The service gives excellent support to enable individuals to make decisions and participate in the running of the home. People who use the service said, and it was seen, that staff were kind, considerate and supportive. People who use the service and their families are fully involved with their care plans. Staff were friendly and relaxed with the inspector and were keen to discuss their work and the care needs of people who use the service. The home and staff create a positive atmosphere, which people commented upon and which is welcoming to families and visitors. People who use the service commented The home has links with supporting health professionals, who give good health support to people who use the service. An extensive range of social activities takes place both within and outside of the home and this gives people who use the service the opportunity to meet, mix and socialise with others. The food provided is of a good standard, with good choice and variety. The dining rooms are well laid out with good staff attendance enabling people to have a pleasant and social mealtime. There is a complaints procedure and in addition the views of people who use the service are actively sought. They felt their views were listened to and acted upon. The home is furnished and decorated to a very high standard and provides comfortable and pleasant surroundings for people who use the service. Individual bedrooms are very well furnished and all are ensuite. Aids and adaptations assist people to move freely and independently around the home. Bathrooms and showers are of a high standard with a number of assisted facilities to enable people who use the service to feel more comfortable and supported to enjoy this time. The communal areas are well decorated and used for a range of social events. The home is well staffed with a skilled, consistent and trained staff team giving security to people who use the service. Staff recruitment and training records were clear and concise and contained all relevant information. The vetting process helps protect people who use the service. The staff have a good understanding of the individual needs of people who use the service, who were very complimentary about the staff. Staff have undertaken National Vocational Training in Care (NVQ) at level two or above Care Homes for Older People Page 8 of 28 and additional training, ensuring people who use the service receive care from a skilled and knowledgeable staff team. Staff have continued to undertake training and spoke of using this knowledge in their practice. People who use the service live in a home, which is very well run and managed. 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 9 of 28 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 28 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Admissions to the home are appropriately managed and people who use the service know how their needs will be met. Evidence: The statement of purpose and service user guide is well detailed and available for all service users and their families. Individual contracts are in place, these were available for local authority funded and privately funded service users, these had been signed by the service user or their representative. Pre-admission assessments are undertaken and reflect the needs of the people who use the service. Care plans had good information to ensure that the home can meet the needs of the prospective service user. The manager is involved in the decisions and in the majority of instances visits the people herself prior to their admission. The service is efficient in obtaining a summary of any assessment undertaken through care management and working closely with the care management team. The assessment Care Homes for Older People Page 11 of 28 Evidence: focuses on achieving positive outcomes for people and ensuring that the facilities, staffing and specialist service provided by the home meet the diverse needs of individuals. People who use the service and their relatives spoke of visiting the home prior to admission and that this was useful to reduce anxiety and make the settling in process easier. The people who use the service also have a care management assessment, which is provided to the home on admission. An individual care plan is produced from these documents. A post admission questionnaire is completed by service user/families to ensure that the process has been to their satisfaction and any issues identified and adapted for new placements. The home does not provide intermediate care. Care Homes for Older People Page 12 of 28 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 receive care and support that is well planned and takes into account their diverse needs whilst promoting their privacy and dignity. Evidence: All people who use the service have a care plan which includes an assessment of their needs and a plan of how these should be met. Helen McArdle documentation includes risk assessments for prevention of falls, wound care, and moving and assisting as well as assessment tools for clinical areas such as continence promotion. The care plans are developed with the individual based on a full and up to date holistic assessment. Three care plans were examined; they were of a very good standard, with relevant risk assessments for the prevention of falls, nutrition, moving and assisting, continence promotion. The plans had been consistently reviewed and updated on a regular basis. These plans were clear and easy to understand. These had been completed to a good standard, which reflected the health needs of the people who use the service. The care plans were up to date and contained the Care Homes for Older People Page 13 of 28 Evidence: information to assist the staff to care for the people who use the service. The Manager had ensured that all recorded information is reviewed and summarised on a monthly basis. The people who use the service receive personal support the way they prefer and their physical and emotional health needs are met. Staff were confident when giving care and are supported by effective training in areas such as moving and handling and dementia care. The individual health needs of people who use the service are identified and people are supported to access community health services such as doctor, district nurse, dentist, and optician. The care plans showed that people who use the service have access to all NHS services and facilities if required. A number of assessment tools are in use. Daily reporting of peoples care was good with any changing health care being reviewed and updated in the care plan. Staff ensure that personal support is flexible and is able to meet changing needs and people have their wishes recorded on how they prefer their care. The system for ordering, storage, administration and disposal of medication is very well organised. Internal and external audits are undertaken. Staff undertake appropriate training and are competency assessed. People who use the service feel their privacy and dignity is respected and that they are listened to and what they say is acted upon. Staff receive training that helps them to make sure that everyone is treated with respect, and as an individual. Staff help people make their own decisions and provided information and assistance when it is needed. Staff were friendly toward the people who use the service and were engaging them in conversation. They have a good knowledge of the needs of the people living in the home and the senior staff are giving good direction and leadership to help them in the day-to-day delivery of care. The end of life wishes of people who use the service were recorded within their care plans, links had been established with supporting health workers and staff were undertaking training in palliative care. The aim of the home is to provide end of life support to the service user whilst able to meet their needs and comfort. A service user was receiving this support and staff and manager were also providing good support to families and friends. The manager obtains the end of life wishes of services users at an appropriate time. Care Homes for Older People Page 14 of 28 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. Daily life and experience of activities meets peoples expectations of the service. People are supported to live full and active lives, and keep links with family and the local community. Evidence: The key principle of the home is that people who use the service, where able, are in control of their lives and they direct the service. Staff support individuals to lead purposeful and fulfilling lives as independently as possible. People who use the service were generally happy and enjoyed being able to move freely around the home. Relatives and people who use the service felt that there was a developing social activities programme both within and outside of the home and this was thoroughly enjoyed by all. Each individual has completed within their care plan their history and social needs assessment which outlines their interests and activities they have taken part in on a daily basis. Individuals have the choice to follow their spiritual beliefs and attend church services if they wish. The spiritual beliefs for people who use the service and families nearing the end of their life were particularly well supported. Staff had taken time to discuss with all involved their individual wishes and provided a detailed plan of care to meet their cultural needs. Care Homes for Older People Page 15 of 28 Evidence: Relatives and people who use the service felt that there was an extensive social activities programme both within and outside of the home and this was thoroughly enjoyed by all. A weekly and a monthly programme is displayed in the front lobby and within individual rooms. This covers activities during the day and evening and included quiz nights, gentle exercise, cooking with the cook, dominoes, crafts, art, sing along, film evenings, christmas craft activities, carol service, Catherine Cookson evening. As well as the weekly programme there is monthly entertainment including singers and entertainers. People had been involved in a visit to the Theatre and shopping. Each individual has a pen picture, which outlines their interests and activities they have taken part in on a daily basis. Individuals have the choice to follow their spiritual beliefs and attend church services. The home has sought the views of the people who use the service by questionnaires, meetings, individual social assessment and family reviews. The daily activities that had been provided were varied and thoroughly enjoyed. The social activities coordinator helps develop and support the social interests of people who use the service. A programme of activities was available and being referred to by people who use the service. People are encouraged to go to places in the local area and families are encouraged and supported to take them out and about. The local community participates in home events, which people said they really enjoyed. The home has sought the views of the people who use the service by questionnaires, meetings, individual social assessment and family reviews. Social activities staff are employed but each staff member had a holistic approach to meet individual needs. A regular news brochure is available outlining activities, stories and events across Helen McCardle Care homes. People who use the service take control of their daily routines in simple but important ways including the time they get up, what and when they eat and how they spend their time. They said they are able to make choices about how they spend their day. The individuals bedrooms were personalised and the standard of decoration and furnishings were excellent. The people who use the service said they were very happy with the decoration and furnishings. People who use the service have visitors at any time and are able to use their own rooms, the small lounges or the larger, busier lounges to receive them. Care Homes for Older People Page 16 of 28 Evidence: Staff assist and encourage people who use the service to maintain family links and previous friendships, respecting the individuals wishes. Staff seek permission prior to entering individual rooms and were communicating well with people. People who use the service were observed to move freely around their part of the home. The meals served were good and people said they enjoyed the food, which was well cooked. Staff support was on hand. The dining rooms were very well decorated and furnished, tables were nicely set and lunch was seen as a social occasion. Hot and cold drinks were readily available. The chef is part of the staff team and made themselves available to people who use the service for comments and requests. Excellent staff support was on hand. Care Homes for Older People Page 17 of 28 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 are able to express their concerns have access to an effective complaints procedure and have their safety and rights protected. Evidence: The home ensures that people who use the service and their relatives are aware of the complaints policy by making it available in a variety of places. Complaints are managed satisfactorily and the necessary action taken and recorded. The complaints procedure is displayed in the home and available to individuals and their families. There have been no recorded complaints. People who use the service and their relatives spoken to know how and who to complain to and were confident that their concerns would be dealt with commenting, The manager was aware of individual legal rights and how to protect them. Service users hadnt had the opportunity to vote but those interested knew that the manager would arrange it for them by visiting polling stations or postal vote. The manager was aware of the need to protect people who may not be able to make individual decisions, the mental capacity and deprivation of liberty legislations and their implications. Staff have undertaken training on the Protection of Vulnerable Adults and there is further training planned. Staff were aware of the whistle blowing policy and said they felt able to raise concerns if necessary. The manager was aware of the need to protect Care Homes for Older People Page 18 of 28 Evidence: all people who use the service. Care Homes for Older People Page 19 of 28 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 excellent 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 enable people to live in a safe, well maintained and comfortable environment, which encourage independence. Evidence: The new home is purpose built over three floors to provide care for a range of need. There are bedrooms, bathrooms, communal rooms on each floor. The ground floor is used for support services like the hairdresser, office, staff room, kitchen and laundry. The location and layout is suitable for the people who use the service. There are lounges and dining rooms. These are pleasantly decorated and furnished. People who use the service were able to move freely around the communal areas and there was a range of television and audio equipment available for their use. Individuals are involved in personalising their own rooms. The rooms are of a very high standard, ensuite, the fixtures and fittings are of a high quality, well maintained and adapted to meet the wishes of the individual. There are assisted bathrooms and showers on each floor, toilets near to all communal areas as well as ensuite shower facilities in bedrooms. People who use the service were very positive about the home. Care Homes for Older People Page 20 of 28 Evidence: All maintenance contracts in place but equipment not yet due for service. Aids and adaptations throughout. Individual door displays for personalised items to assist people with memory loss. Toilets and bathrooms are clearly identified. Rummage bags and boxes are around the building with plans to further develop environmental support for people with dementias. Laundry very well organised with clean and dirty areas and good hygiene systems. The home was extremely clean and staff have good hygiene practices. Care Homes for Older People Page 21 of 28 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. There are adequate numbers of appropriately skilled and experienced staff to care for the people who use the service. The recruitment processes in place protect people who use the service Evidence: Staffing rotas showed that there are enough staff are on duty to meet the necessary staffing levels for the current number of people who use the service. When sickness and staff holidays occur home staff provide cover. Agency staff are not used. There is minimal staff turnover, which provides consistent care for people who use the service. The home is only partially occupied. 23 service users on two floors, floor three is unoccupied. All people who use the service are people requiring personal care support or people with dementias, the home is registered to provide nursing but is not taking any nursing service users at the moment. The home is currently operating with the following staffing on day duty (7.30am to 8.30pm) 1 senior and two carers on each floor and on night duty (8pm to 8am) 1 senior and 1 carer on each floor this is a very good staff/service user ratio. There is good ancillary staff, chef and kitchen assistant, domestic, laundry, administrator, social activities, maintenance on a need basis. Care Homes for Older People Page 22 of 28 Evidence: Staff have experience on working on all floors enabling a consistent approach to care. Three staff recruitment files across all grades were examined and were satisfactory. External and internal training takes place providing a skilled, consistent staff team. Staff undertake induction, mandatory training, National Vocational Qualifications in Care and other training. This was clarified from the sample of records inspected and discussions with staff. Staff spoke knowledgeably about the individual needs of people who use the service. All staff receive a staff handbook and the General Social Care Code of conduct booklet. Staff had completed NVQ two or above with other staff commencing this course. Each staff member has an individual training plan and will receive an annual appraisal. Regular staff meetings are held for management, carers (day and night) and ancillary staff and these were documented. Policies and procedures are available. Care Homes for Older People Page 23 of 28 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 management of the home is consistent and effective and offers leadership to the staff; this improves the life of the people living in the home and protects them from harm. Evidence: The manager of the home has satisfactorily completed her registration as a manager and is only responsible for Hartford Court. The manager has introduced systems to enable residents, relatives, staff and supporting health professionals to voice their views. Regular meetings had been held for people who use the service, relatives and staff to discuss and review practices and the running of the home. The people who use the service and staff made positive comment about the manager and staff team, they gave examples of good practices and of the staff team taking time to listen and respond to any concerns they may have. Care Homes for Older People Page 24 of 28 Evidence: The providers quality assurance and audit systems are comprehensive covering areas such as medication, home manager audit, catering. Monthly provider visits are undertaken. The manager has an open and inclusive style that was commented upon by staff, residents and relatives. She undertakes daily walkabout to talk to people who use the service, staff and visitor and has an open door policy. Services users monies are appropriately managed and a case track audit was satisfactory. Accident and risks assessment are appropriately documented with good links established with the local health falls prevention programme. Staff supervision records showed a comprehensive process and that the timescales of six per year would be met. Records, policies and procedures were established, clear, concise and appropriately recorded and stored. Fire and other system testing had been undertaken at the recommended timescales and systems established for maintenance to be undertaken when necessary. Care Homes for Older People Page 25 of 28 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 28 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 27 of 28 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 28 of 28 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. 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