Care Home: Heywood Lodge

Similar services:

• Claremont House
• Oak Ridge
• Sun Court Nursing Home
• Ashville House
• Bilney Hall
• Hill Barn
• Mabbs Hall Nursing Home
• Henrietta House

What the care home does well The home provides people with good information about the service it provides and the owner/manager offers people a through pre-admission assessment to ensure that their needs can be met. Heywood Lodge has a warm and homely atmosphere and all of the people living there spoke of how comfortable it was for them. It is a family run business and the owner/manager and her family live on the premises and currently staff the home and when the owner/manager is not there her daughter (deputy manager) runs the home for her. For the people using the service this means that there is a consistency of staff and they feel confident that their needs will be met appropriately. People get a good choice of home cooked food and the owner/manager provides people with an excellent range of activities both inside the home and out in the local community. There is a clear complaints procedure and people are advised how to use it. What has improved since the last inspection? The medication is now provided by a local pharmacy in a monitored dosage system and all staff that administers medication has had medication training. The owner/manager has provided staff with more training since the last inspection and more staff are enrolled on NVQ training in health and social care. The quality assurance system has been developed and the views of interested parties sought. The owner/manager has completed the registered managers award and is awaiting her accreditation. What the care home could do better: The owner/manager should make sure that all staff receives supervision at least six times each year as recommended in the National Minimum Standards. Inspecting for better lives Key inspection report Care homes for older people Name: Address: Heywood Lodge 43 Western Road Billericay Essex CM12 9DX     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: Pauline Marshall     Date: 0 4 0 8 2 0 0 9 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. 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. 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 25 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.cqc.org.uk Internet address Care Homes for Older People Page 3 of 25 Information about the care home Name of care home: Address: Heywood Lodge 43 Western Road Billericay Essex CM12 9DX 01277659343 Telephone number: Fax number: Email address: Provider web address: hideawaylake@hotmail.co.uk Name of registered provider(s): Type of registration: Number of places registered: Mrs Gwendoline Ruby Heywood care home 7 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: Date of last inspection Brief description of the care home Heywood Lodge is situated in a residential area, close to the town centre of Billericay and public bus and rail links. It is a detached family style home, which is registered for seven older people. People using the service are accommodated on the ground floor and the upstairs of the premises is the private accommodation of the proprietor. There are seven single bedrooms, six with en suite facilities. There are two bathrooms, a dining room and a conservatory, which serves as the main lounge. There is an enclosed garden to the rear and limited parking to the front of the building. The home has a vehicle, which is used to transport people using the service to their social activities. 0 Over 65 7 Care Homes for Older People Page 4 of 25 Brief description of the care home The last key inspection took place on 20/08/09. The Statement of Purpose, Residents Handbook (Service User Guide) and a copy of the last inspection report are available in the lounge area. People are offered the services of a hairdresser, a nail technician and a chiropodist, all of which are included in their fees; the weekly charge is £525.00. Care Homes for Older People Page 5 of 25 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: This was an unannounced key inspection that lasted for six hours and thirty minutes. The process included talks with the owner/manager, the hairdresser, the people living in the home and some of the homes staff; an inspection of a random sample of files (including those of staff and people living in the home) and some of the records that the home is required to keep. The inspection covered all of the key standards and included a tour of the home. The owner/manager completed her annual quality assurance assessment (AQAA) and information from this has been reflected throughout this report. The AQAA is a form required by law for the manager or provider to carry out a self-assessment of how well the outcomes of people using their services are being met. Surveys were sent to the manager to distribute to seven people who live at the home, Care Homes for Older People Page 6 of 25 seven of their relatives, two GPs, two advocates, two health and social care professionals and six care staff. At the time of writing this report we had received three surveys from people that use the service, three from their relatives and two from health and social care professionals; comments from these are included in this report. 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.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 8 of 25 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 25 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. People will receive excellent information about the home and their needs will be fully met. Evidence: The owner/manager has recently updated her Statement of Purpose and Residents Handbook (Service User Guide) to include up to date information. Both documents, together with the homes last inspection report were displayed in a folder in the lounge, making them readily available to people that wish to read them. People spoken with and surveyed said that they were provided with sufficient information about the service before they moved in, they also said that they were able to visit and spend time in the home and share a meal with the people already living there. There were contracts on each of the care files that we looked at, which confirmed the persons terms and conditions with the home. Care Homes for Older People Page 10 of 25 Evidence: We looked at three care files and each of them contained a thorough initial client assessment that looked at the persons physical, emotional and healthcare needs. There was no reference to their social needs in the initial client assessment, however, this information was sought by the owner/manager upon admission and the care plans showed that this was so. People spoken with confirmed that all areas of their needs were discussed before they moved in, including the things that they like to do. The care plans showed that peoples social needs are fully met. Heywood Lodge does not provide intermediate care. Care Homes for Older People Page 11 of 25 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 good individualised health and personal care based on their identified needs. Evidence: We looked at three of the care plans belonging to people living in the home; they were detailed and informative and provided clear information to staff on how peoples needs were to be met. Each care plan included a range of risk assessments such as nutritional, falls and moving and handling; there were clear instructions to staff on how to minimise any risks. The care plans and the risk assessments were reviewed on a regular basis and people spoken with confirmed that their care plans were amended when their needs changed. There were care plan diaries for each of the care files that we looked at and these included health care information such as GP visits, hospital visits, chiropody and visits to the optician, the outcomes and any further actions that were required such as follow up appointments was clearly recorded. People spoken with said that the home ensured that their health care needs were fully met. Care Homes for Older People Page 12 of 25 Evidence: The owner/manager said the medication system has changed since we were last inspected and training has been provided by the pharmacy. The training records showed that all staff that administer medication are trained to do so. The medication is stored in a locked cabinet in the office and is now in a colour coded monitored dosage system. A random sample of medication and its corresponding medication administration sheet (MARS) were checked and all found to be correct. One person living in the home is able to self administer their medication and the home supports them in doing so. Staff were observed interacting with the people living in the home and they were seen to be respectful in their manner. One person said when spoken with staff are lovely, they treat me with dignity and respect all of the time, they always ask how I feel about things, I get a bit fed up with completing all of the surveys as this home is a good one. One relative said in their survey my relative always appears happy and content when I visit. We spoke with a visiting professional who said people are treated well, with dignity and respect and this is the best home that I go to. Care Homes for Older People Page 13 of 25 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are well supported to live a lifestyle that meets their identified needs and preferences. Evidence: People living at Heywood Lodge said that they were very happy with the activities the home provides and one person said I go out every day to a day centre where I can chat with my friends and the staff always take me there. Other people living in the home talked about some of the activities that included watching old DVDs, playing picture bingo (the bingo cards include pictures of old items such as Virol and sunlight soap to assist people to remember items of the past), knitting and a local whist drive. One relative said in their survey my relative really enjoys all of the activities that are provided by the home. The home has a large vehicle that enables them to escort people into the local community for their various activities. Although the records did not always show the levels of activities within the home, there was a poster showing some of the planned activities and people spoken with confirmed that there is an excellent range of activities offered by the home and that they are supported and encouraged to continue with their interests and hobbies. The home has a Nintendo Wii (computer Care Homes for Older People Page 14 of 25 Evidence: game) and people said that they had been using this to play tennis and bowling. People living in the home said I have visitors whenever I want and I am always asked what I want to do. The owner/manager said that meetings are regularly held although they are not always recorded and people spoken with confirmed that they get together with the staff regularly. The owner/manager regularly carries out surveys to obtain peoples views on her service. It was clear from the survey material that people are very happy with the way the home is run. People spoken with throughout the visit said they were very happy with the service. The menu has been devised to meet the preferences of the people living in the home and meals offered included, sausage and mash, chicken and ham pie, ham, egg and chips and roast dinners. One person said when spoken with the food is really good, we get good old fashioned meals just how I like them and there is always a choice with plenty of fresh veg and fruit. One person said I always have fresh fruit in my bowl and enjoy teatimes as there is always a choice of meals and snacks, I sometimes have cheese on toast and a slice of cake, there is always more if I want it. The nutrition records showed that peoples food and fluid intake was monitored. One person said when I moved in here I was very underweight as I did not bother eating at home but I am now a normal weight and really enjoy my food. The home uses the Food Standard Agencys Safer Food Better Business food safety system for recording its catering activities. Care Homes for Older People Page 15 of 25 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 know that their concerns will be dealt with and that they will be protected from harm and abuse. Evidence: The home has a clear complaints procedure with appropriate timescales; there has been one complaint in the past 12 months and this was appropriately dealt with. The owner/manager said in her AQAA all of our clients, their relatives and advocates have been issued a complaints form and they have been shown how to use it. People spoken with and surveyed said that they were aware of the complaints procedure and that they would know how to complain if they needed to. There has been no safeguarding issues raised at Heywood Lodge since the last inspection and staff have received updates in their safeguarding training. The owner/manager said in her AQAA all of our staff have a very clear understanding of protecting vulnerable adults. Staff spoken with showed a good knowledge of safeguarding procedures. The abuse policy did not make reference to the the need to refer any suspicion of abuse to the Local Authority and the owner/manager was not aware of the Southend Essex and Thurrock guidelines. The owner/manager said that she would be obtaining a copy and that she would share the content with the staff team. Care Homes for Older People Page 16 of 25 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. People live in a warm, comfortable and safe environment. Evidence: Heywood Lodge has a very homely feel to it and much of the furniture and fittings are in keeping with what the people living there want. Each of the bedrooms contained many personal items such as pictures and photographs and people said that they were able to bring some items of their furniture with them when they moved in, to make them feel more comfortable in their surroundings. One person spoken with said I like the home the way it is, if I want my room decorated I know I could ask the owner/manager and it would be done and I am quite happy with the way my room is laid out I have lots of reminders in here of my life in my old home. The home has a walk-in bath/shower, which was clean and tidy; people spoken with said that they enjoyed taking a bath or shower in it. The owner/manager has replaced some of the kitchen units and and there is new furniture in the dining room. The manager said in her AQAA we are always replacing utensils and china with different patterns etc., for interest i.e plates in the shape of a fish for fish dishes, this makes the clients smile. People spoken with confirmed this and told us of their fish meals that were served on fish shaped plates. The garden had a table, chairs and a parasol and was nicely laid out. There is a family Care Homes for Older People Page 17 of 25 Evidence: of squirrels that visit the garden and people living in the home were keen to share their experiences of watching them eat nuts and biscuits; one person said they really enjoyed watching the antics of the squirrels and birds when they came into the garden. The home was clean and tidy and there was no mal-odorous smells; all staff have had training in infection control recently and cleaning materials were locked away safely . The home has a small laundry area that opens onto the garden; the owner/manager said that the facilities are sufficient for the number of people living in the home. People spoken with said that their clothing was kept nice and clean and that it was brought back to their rooms and that if they were unable to put it away themselves, the staff would do so for them. One health and social care professional said in their survey Heywood Lodge is a small friendly clean rest home and one relative said in their survey the room is nice and clean, the home is nicely furnished and everything is fine. The owner/manager said in her AQAA the home has a maintenance plan with ongoing improvements. The maintenance records showed that works are carried out regularly when required. The owner/manager said that a new fire door has been recently fitted due to new fire regulations and that she was due to replace the homes fire alarm system as a recent visit by the fire officer had identified the need to update it. Care Homes for Older People Page 18 of 25 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are supported by a competent well trained staff team. Evidence: The duty roster showed that there are two care staff working in the home throughout the day and that the owner/manager often works in addition to these. There are no waking night staff but there is a sleep in staff member that carries out checks throughout the night. The owner/manager and her partner live on the premises and are available to assist the sleep in member of staff should there be any problems. The owner/manager said that she was planning to retire and that staff that had been employed in the home for many years had left in the past year to find more permanent employment due to this. As a result of the owner/managers delay in her retirement she has recently employed one new member of staff. This new member of staff was working on the day of the visit and she told us that she was in the induction process and there was paperwork on her staff file to confirm this. We looked at three of the staff files and they contained all of the relevant information such as application forms, references and CRBs (Criminal records Bureau checks). Three staff members have started NVQ3 and three staff members have completed an intensive training course on MRSA. There was certificates of training on staff files and displayed on the office wall; Care Homes for Older People Page 19 of 25 Evidence: subjects included first aid, dementia, medication, safeguarding, moving and handling, fire, infection control and food hygiene. The owner/manager showed that she recognised the importance of staff training and she said in her AQAA we could always improve our knowledge. The owner/manager has obtained the Department of Health booklets on the Mental Capacity Act and Deprivation of Liberties and has applied for staff training in this; she is waiting for a date from her trainer. Care Homes for Older People Page 20 of 25 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. People live in a well run home that is run in their best interests. Evidence: The owner is the registered manager of the home and she lives on the premises, she has worked in the caring field for more than thirty five years and has run the home for twenty six years. The owner/manager has recently completed the registered managers award, however, the training organisation that she was using has gone into liquidation and it is holding her portfolio of assessed work. The owner/manager said that she is hoping to retrieve her assessed work from the liquidator and get it verified with another organisation so that she can obtain her certification. The owner/manager has recently updated her practice in moving and handling, first aid, food hygiene and fire safety. People living in the home were very complimentary about the owner/manager and their comments included she is a nice lady and has a very positive way about her and she cooks lovely meals and is always very friendly, you can always talk to her. One health and social care professional said in Care Homes for Older People Page 21 of 25 Evidence: their survey the owner/manager communicates well with the GP and the district nurses. A quality assurance system has been developed and there were completed survey forms to confirm that peoples views are regularly sought. One person living in the home said when spoken with why do I have to keep filling in these surveys, I tell them that I am happy often enough. The owner/manager said that where any issues are raised they are dealt with immediately and that regular meetings are held to establish peoples views. No monies are held for the people currently living in Heywood Lodge. We looked at three staff files and we found that supervision had been taking place but not as regularly as required in the National Minimum Standards. The owner/manager said that staff are supervised on a daily level and that due to the size of the home she meets with staff and residents regularly. The importance of all staff being appropriately supervised and the outcomes recorded was discussed and the owner/manager said that forms were now in place for recording all supervision sessions. We did a random check on the homes safety certificates and they were all found to be in place and up to date. There was a fire risk assessment in place that was reviewed in March 2009 and the last fire drill took place on 5th April 2009. Care Homes for Older People Page 22 of 25 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 23 of 25 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations 1 36 It is recommended that all staff receives supervision at least six times each year to ensure that they are appropriately supported to carry out their work. Care Homes for Older People Page 24 of 25 Helpline: Telephone: 03000 616161 or Textphone: or 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) 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 25 of 25 - 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!