Care Home: Hayling Road

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What the care home does well Hayling Road is an excellent service, which did many things well. This included as follows: Having detailed care plans and risk assessments, which were regularly reviewed and guided staff on how to meet residents` complex needs as they wanted them met. Residents` families were fully involved in their lives at the home and residents` choices were positively promoted by the service by making sure that staff understood the different body gestures made by residents who were unable to communicate verbally. The manager and staff understood diversity and recognised residents` disability and how this affected their lives. They made sure that residents were supported to lead a full and happy life, including enjoying preferred activities and social functions. One resident`s parent said that residents had "a full social life which families are included in". The service had funded resident holidays to Spain, America, Disneyland and other places. Residents were offered healthy food and their nutritional needs were assessed. Residents` health needs were well met and specialised equipment to meet their needs was blended into the home, so that it remained homely. Residents` parents expressed satisfaction about how any concerns were dealt with and with good communication at the service. When complaints were made, they were dealt with well, and the risk of further problems were reduced. Staffing levels met residents` needs well and residents often had one to one support from staff. The manager was found to knowledgeable and professional and staff liked her. One staff member said that the manager was "great" and another member of staff said that the manager was, "good, very approachable". Residents` relatives were also happy with the manager and staff. One relative said that, "all the staff I meet are caring and professional" and another said that the manager was, "excellent" and that, "All the team are really, really good". Staff said that the training offered was "brilliant" and one member of staff said that the standards of care were "very high". This person explained that all training was, "acted out" and that staff had to experience what it was like to be cared for. A member of staff said, "it makes you realise what it feels like and definitely improves practice". Health and safety at the service was good. The organisation regularly checked on how the service was being managed to make sure that residents were well cared for. What has improved since the last inspection? Care plans had improved since the last inspection as they were written from the point of view of the residents and the diverse needs, preferences and aspirations of the residents had been identified and recorded. Medication practice had improved since the last inspection. This included having accurate records and very detailed care plans about individual needs concerning medication administration and possible side effects. What the care home could do better: Recommendations were made about keeping copies of accident reports on residents` files for ease of audit and making sure that the employment histories of staff contained the month and year of employment, to enable the service to ensure that there were no unexplained gaps in employment. CARE HOME ADULTS 18-65 Hayling Road 34 Hayling Road Sale Manchester M33 6JN Lead Inspector Helen Dempster Unannounced Inspection 9th November 2007 12:00 Hayling Road DS0000005611.V345345.R01.S.doc Version 5.2 Page 1 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 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Hayling Road DS0000005611.V345345.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Adults 18-65. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Hayling Road DS0000005611.V345345.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Hayling Road Address 34 Hayling Road Sale Manchester M33 6JN 0161 973 4306 Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) enquiries@stockdales.org.uk Stockdales of Sale, Altrincham & District Ltd Mrs Angela Walsh Care Home 6 Category(ies) of Learning disability (6) registration, with number of places Hayling Road DS0000005611.V345345.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. All six service users have a learning disability and may also have an associated physical disability. Within the overall maximum number (6) one named individual who is out of category by reason of age can be accommodated 24th July 2006 Date of last inspection Brief Description of the Service: Hayling Road is a care home providing long-term personal care and accommodation for 6 young adults with complex needs (physical & learning disabilities). It is managed by Stockdales of Sale, Altrincham and District Limited, which is a charitable organisation. The home is located in an established residential area in Sale, close to shops, bus and train routes and other amenities. The home was opened in 1997 and is a two-storey house, which is in keeping with other residential properties in the community. The communal areas are located on the ground floor and include a lounge, kitchen, dining area and conservatory. Two of the bedrooms are situated on the ground floor with the remaining four on the first floor. All the homes bedrooms are single. There are gardens to front and rear of the property, which are well maintained. The range of fees changed at time of this inspection were £1001:70 to £1218:88 per week. The home’s inspection reports are made available to residents’, families and professional on request. A copy of the home’s Statement of Purpose and Service Users Guide is always made available to read at the home. Hayling Road DS0000005611.V345345.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This inspection was conducted by gathering lots of information about how well the service was meeting the National Minimum Standards. This included the manager of the service filling in an Annual Quality Assurance Assessment (AQAA), which was completed in sufficient detail to provide essential information about the way the agency is managed. The inspection also included carrying out an unannounced visit to the service on 9th November 2007, from 12pm to 6:10pm. Four residents, the relative of one of the residents, 4 staff members and the manager of the service were seen during this visit to find out about the care and support the service provided to residents. Other information was also used to produce this report. This included questionnaires completed by the six residents with assistance and their relatives. The main focus of the inspection process was to understand how the service was meeting the needs of the residents and how the staff were supported to meet the residents’ needs. The term of address preferred by the users of the service was confirmed as “residents”. What the service does well: Hayling Road is an excellent service, which did many things well. This included as follows: Having detailed care plans and risk assessments, which were regularly reviewed and guided staff on how to meet residents’ complex needs as they wanted them met. Residents’ families were fully involved in their lives at the home and residents’ choices were positively promoted by the service by making sure that staff understood the different body gestures made by residents who were unable to communicate verbally. The manager and staff understood diversity and recognised residents’ disability and how this affected their lives. They made sure that residents were supported to lead a full and happy life, including enjoying preferred activities and social functions. One resident’s parent said that residents had “a full social life which families are included in”. The service had funded resident holidays to Spain, America, Disneyland and other places. Residents were offered healthy food and their nutritional needs were assessed. Hayling Road DS0000005611.V345345.R01.S.doc Version 5.2 Page 6 Residents’ health needs were well met and specialised equipment to meet their needs was blended into the home, so that it remained homely. Residents’ parents expressed satisfaction about how any concerns were dealt with and with good communication at the service. When complaints were made, they were dealt with well, and the risk of further problems were reduced. Staffing levels met residents’ needs well and residents often had one to one support from staff. The manager was found to knowledgeable and professional and staff liked her. One staff member said that the manager was “great” and another member of staff said that the manager was, “good, very approachable”. Residents’ relatives were also happy with the manager and staff. One relative said that, “all the staff I meet are caring and professional” and another said that the manager was, “excellent” and that, “All the team are really, really good”. Staff said that the training offered was “brilliant” and one member of staff said that the standards of care were “very high”. This person explained that all training was, “acted out” and that staff had to experience what it was like to be cared for. A member of staff said, “it makes you realise what it feels like and definitely improves practice”. Health and safety at the service was good. The organisation regularly checked on how the service was being managed to make sure that residents were well cared for. What has improved since the last inspection? What they could do better: Recommendations were made about keeping copies of accident reports on residents’ files for ease of audit and making sure that the employment histories of staff contained the month and year of employment, to enable the service to ensure that there were no unexplained gaps in employment. Hayling Road DS0000005611.V345345.R01.S.doc Version 5.2 Page 7 Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Hayling Road DS0000005611.V345345.R01.S.doc Version 5.2 Page 8 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection Hayling Road DS0000005611.V345345.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 2. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents benefited from their needs being consistently assessed and reviewed to ensure that changing needs were met. EVIDENCE: As was the case at the last inspection, the home had a static resident group, which had resulted in the home not receiving any new admissions for sometime. Assessments and care plans were consistently reviewed as and when changes in need occurred. Hayling Road DS0000005611.V345345.R01.S.doc Version 5.2 Page 10 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7 and 9. Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Residents benefited from detailed and consistently reviewed care plans and risk assessments, which informed staff how to meet their needs, as they wanted and to promote their independence. EVIDENCE: The files of three residents were case tracked. This involves looking at all the records made about each person, meeting them and talking to staff about how their needs were met. Residents’ files were well organised and had an index. Each of the residents had a care plan. The care plans covered a number of key areas relating to care which included dietary needs, health, social and emotional well-being and preferred methods of communication. Care plans also described daily Hayling Road DS0000005611.V345345.R01.S.doc Version 5.2 Page 11 routines and interests, including an individual’s likes and dislikes, details of preferred activities, social needs and relationships. Care plans had improved since the last inspection and the ones seen were of a high standard. This was the case as they were written from the point of view of the resident receiving care. Information had been gathered from the residents, their relatives, staff and other professionals. Care had been developed to include the preferences and aspirations of the residents, many of whom were not able to communicate their needs verbally. Staff also respected the knowledge that residents’ parents had about their needs. One particular example of good practice was the new way in which residents’ annual reviews were conducted. One resident’s parent said that the resident, parents, staff and other professionals met and used flip charts to note their views. This person said that everyone had the chance to have their say and that the way the review was done “makes you communicate and say what you feel”. This parent concluded that the most recent review, conducted since the last inspection, was the best that they had ever attended. This is good for the residents, as it ensures that their changing needs can be identified and met with the full involvement of themselves and all interested parties. Care plans were seen to address the issues of consent and the best interests of residents who were not able to give informed consent. In such cases, the parents of the residents were consulted. The way that care plans demonstrated how the service met the residents’ diverse needs, including religious beliefs and needs, had improved since the last inspection. Care plans included details of how residents’ chose to practice their religion. Staff were also familiar with how to meet diverse needs and could identify practice, which respected individual resident’s identity and were engaging in age appropriate activities. Daily records were detailed and respectful and covered a range of issues including mood, social interactions, activities and personal care. Staff were assisted in understanding how to manage situations by use of a “learning log” which assessed the way a situation was dealt with and why a resident may have behaved in a certain way. One example was a resident having a drink before going into a cinema. When staff said, “shall we get going”, the resident became distressed, as they believed that this meant going home rather than to the cinema. The learning log was good practice, as it helped staff to analyse where communication with residents can be misinterpreted and helped them to learn from a situation and learn the importance of communicating with residents in a way they understand. Risk assessments were detailed and covered a wide range of risks. One example was the risk of aspiration for one resident when eating. This was a Hayling Road DS0000005611.V345345.R01.S.doc Version 5.2 Page 12 clear and detailed risk-focused plan, with emphasis on resident choice e.g. where they wanted to eat and how they communicated that. Records included specific one to one intervention/problem solving to maintain independence. Examples included a resident’s parent and key worker going together to look at communication aids to enhance the resident’s ability to communicate needs and wants. Accident reports were in place, but these forms were sent to the head office. It was recommended that copies be held on the residents’ files for ease of audit. Hayling Road DS0000005611.V345345.R01.S.doc Version 5.2 Page 13 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 15, 16 and 17. Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Residents benefited from support to live fulfilling lives by the service taking account of their needs, aspirations and choices in all aspects of their lives. EVIDENCE: Throughout the inspection, it was evident that residents’ choices were positively promoted by the service. This included staff communicating with residents in a way which enabled them to express choices. This extended to staff understanding the different body gestures made by residents to indicate their personal preferences. Staff were familiar with the ways in which diversity could be promoted. This included recognising residents’ disability and how this affected their lives and ensuring that they were supported to lead a full life, including enjoying preferred activities and social functions. Hayling Road DS0000005611.V345345.R01.S.doc Version 5.2 Page 14 The service positively encouraged family links. Families were consulted about the home informally, on a day-to-day basis, and more formally, through the organisation’s Annual Quality Assurance Survey. Residents’ relatives were pleased with the social functions the service provided, including barbeques, which were enjoyed by residents and their families. One resident’s parent said that residents had “a full social life which families are included in”. Each resident has an activities diary and activities are planned according to each resident’s preferences. Activities took place at the home and in the community and included eating out, cinema, a visit to a monkey farm and making smoothies. The organisation has a social therapy department, which runs seven days per week, including evenings, to provide activities for residents. One resident had been supported by their key worker to attend their school prom night. Photographs of this special occasion were displayed in the home. Residents were offered healthy food and their nutritional needs were assessed. This included recorded facts associated with eating and drinking disorders and the safeguards that needed to be in place to ensure that each resident’s health and wellbeing was not compromised. A range of eating aids were used by the staff to enable residents to maintain their independence whilst eating and drinking. These aids included special spoons, cups and plates. The parent of one resident said that the service funds the holidays for residents and that residents/ relatives only fund spending money. This parent said that their relative had been on holiday to Spain and America, supported by staff and was always going to shows. The manager said that since the last inspection, two residents had been on holiday to a cottage on a farm, supported by two staff members, two residents went to Spain for eleven days with the support of three staff and two residents went to Disney Land, Paris for five days, supported by three staff members. Most residents were Christians, but were supported to celebrate the festivals of other religions and to explore other beliefs and cultures. This included celebrating Chinese New Year. Residents had also helped a local church with leafleting to enable them to integrate with the local church and community. Hayling Road DS0000005611.V345345.R01.S.doc Version 5.2 Page 15 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19 and 20. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents benefited from support to promote their health and wellbeing and take medication safely. EVIDENCE: The home supported residents with complex physical and health needs, including communication difficulties. Therefore, care plans were very detailed to ensure that staff were provided with information about how residents’ needs could be met. Each resident had a personal profile, which was written from the resident’s point of view to advise staff and professionals, including doctors, how they would feel about personal and medical intervention and how to understand their resulting behaviour. One such personal profile noted, “I am very scared of hospitals and people I am not familiar with” and, “I may show I am frightened by trying to hit you, screaming/shouting, please don’t judge me”. Hayling Road DS0000005611.V345345.R01.S.doc Version 5.2 Page 16 Such information would be invaluable during an emergency hospital admission and is good practice. The service was well equipped with aids that ensured that the health of residents could be safeguarded. These were fitted in a way that made them easy to access and so that they did not impact on the homely surroundings. This approach of blending specialised equipment into a residential setting was done well. Day to day records detailed the health needs of the residents, including the support of health care professionals to ensure that the residents’ health needs were appropriately met. For those resident who could not give informed consent for medical procedures, their parents were consulted. One resident’s parent said that “they contact us and they don’t do anything without our consent”. One example given was being consulted about providing a flu jab Since the last inspection, medication practice had improved. Medication records were seen and a high level of accuracy was noted. Good practice included the use of clear A4 size photos with the residents’ date of birth noted and very detailed care plans concerning individual needs concerning medication administration and possible side effects. Staff had also had competency-based training in medication administration. Hayling Road DS0000005611.V345345.R01.S.doc Version 5.2 Page 17 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 22 and 23. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Staff knowledge and application of an appropriate complaints procedure and of the policy and procedure for the protection of vulnerable adults from abuse protected residents. EVIDENCE: The service has a clear complaints procedure, which was produced in plain English, with pictorial aids, to enable residents to understand information about how they could raise a concern. Residents’ parents expressed satisfaction about how any concerns were dealt with and with good communication at the service. The service had received two complaints since the last inspection, both of which had been investigated and control measures put in place to reduce the likelihood of further problems. Copies of the service’s own policy and Trafford Council’s policy on the Protection of Vulnerable Adults were readily available. Of the 19 staff members, 11 had completed Protection of Vulnerable Adults training and it had been planned for the remaining staff in the next 2months. Hayling Road DS0000005611.V345345.R01.S.doc Version 5.2 Page 18 Hayling Road DS0000005611.V345345.R01.S.doc Version 5.2 Page 19 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 24 and 30. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents’ benefit from a clean and homely premises, which is equipped to meet their needs. EVIDENCE: The residents lived in homely and comfortable surroundings, which had been sufficiently adapted to reflect their needs. Residents were actively encouraged to personalise bedrooms and all those seen were colourful and individual. Information received via a questionnaire by the provider confirmed that health and safety checks and testing were completed regularly within the home. The staff had worked with the residents to develop the garden to make it more accessible and sensory. This had resulted in all residents being able to get enjoyment from the garden through smell, touch and sound. Hayling Road DS0000005611.V345345.R01.S.doc Version 5.2 Page 20 Relatives expressed satisfaction with the premises and one relative said that, “the home is clean, tidy and welcoming”. Hayling Road DS0000005611.V345345.R01.S.doc Version 5.2 Page 21 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 32, 34 and 35. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents benefited from the support of staff who in turn were well supported by the service and had good access to training to promote good practice. EVIDENCE: A sample of staff files were seen, and overall, recruitment of new staff was found to be robust to ensure that prospective staff were suitable to work with vulnerable adults. It was recommended that the employment histories of staff contained the month and year of employment to enable the service to ensure that there were no unexplained gaps in employment. The relationship between the residents and staff was seen to be positive and staff were seen to be skilled in effective communication with residents. This meant that the residents could be actively involved in their care. Staff were happy with the way they were supported to do their work. One staff member said that the home was a “nice place” and that the manager Hayling Road DS0000005611.V345345.R01.S.doc Version 5.2 Page 22 was “great”. Another member of staff said that the manager was, “good, very approachable”. Staff said that the training offered was “brilliant” and one member of staff said that the standards of care were “very high”. This person explained that all training was, “acted out”, and that staff had to experience what it was like to be the recipient of personal care through role-play. One example given was being fed. This person said that, “it makes you realise what it feels like and definitely improves practice”. The manager stated that, 14 of the 19 staff members had fully completed NVQ 2 and above. She added that two of the remaining staff were in their probationary period and were in the process of completing the Skills For Care Programme, upon successful completion of this programme and their probationary period, they would then be put forward for their NVQ 2. Staff confirmed that they had regular supervision and had received induction and this was evidenced on staff files seen. Staffing rotas demonstrated that staffing levels at the home were often one to one and were usually four or five members of staff to care for six residents. This allowed staff to give each individual lots of one to one time for personal care and activities. Hayling Road DS0000005611.V345345.R01.S.doc Version 5.2 Page 23 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. Service users’ rights and best interests are safeguarded by the home’s record keeping policies and procedures. The health, safety and welfare of service users are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 37, 39 and 42. Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Residents benefited from a well run service and effective management practice at all levels ensured that residents and their relatives were consulted and their views used to influence practice. EVIDENCE: The manager was found to knowledgeable and professional, and emphasised commitment to positive change to promote good practice. One example was developing the way that residents’ reviews were conducted so that all parties were meaningfully involved. Hayling Road DS0000005611.V345345.R01.S.doc Version 5.2 Page 24 Residents’ relatives were very positive about the manager. One relative said that she was, “excellent” and that, “All the team are really, really good”. Residents’ relatives also expressed a high level of satisfaction with the service and the staff, to the extent that most relatives could not identify any improvements needed to the service. One relative said that, “all the staff I meet are caring and professional”. This parent also praised the sensitivity of staff to the parents of the residents and to their right to be fully involved in being advocates for their relative. One parent said of their relative that they have, “complex needs and the staff try to convey what is happening in (their) life to me”. This is good practice. The manager and staff were familiar with the needs of residents and the relationship between the staff and the residents was seen to be respectful and the staff responded sensitively to the changing needs of residents. The organisation was completing good internal monitoring of the service. This included the manager doing checks on records within the home and the chief executive and the responsible individual completing unannounced checks on the running of the home. Each year the organisation completed an annual survey where families and other stakeholders were asked to comment on the quality of the service. The findings of the most recent survey were positive concerning choice, dignity, competence and health and safety. A separate quality review for staff ensured that their views were also taken account of. The service was keeping detailed records of fire safety and other health and safety checks, all of which were monitored on a regular basis in line with good practice. Hayling Road DS0000005611.V345345.R01.S.doc Version 5.2 Page 25 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No 1 2 3 4 5 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 3 ENVIRONMENT Standard No Score 24 3 25 X 26 X 27 X 28 X 29 X 30 3 STAFFING Standard No Score 31 X 32 3 33 X 34 3 35 4 36 x CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score X 3 X X X INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score 4 4 X 3 X LIFESTYLES Standard No Score 11 X 12 4 13 3 14 X 15 4 16 4 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 x 4 X 3 X X 3 x Hayling Road DS0000005611.V345345.R01.S.doc Version 5.2 Page 26 No. Are there any outstanding requirements from the last inspection? STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. 2. Refer to Standard YA9 YA34 Good Practice Recommendations It is recommended that copies of accident report forms be held on the residents’ files for ease of audit. It is strongly recommended that all employment histories of potential staff be consistently audited to ensure that gaps in employment are identified, by establishing the month and year of previous employment. Hayling Road DS0000005611.V345345.R01.S.doc Version 5.2 Page 27 Commission for Social Care Inspection Manchester Local Office 11th Floor West Point 501 Chester Road Manchester M16 9HU National Enquiry Line: 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 © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Hayling Road DS0000005611.V345345.R01.S.doc Version 5.2 Page 28 - 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. 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