Care Home: Hickling House

What the care home does well The home updated their statement of purpose and service users` guide and the manager showed us a prepared reviewed brochure which was planned to provide better information about the service. The atmosphere in the home was relaxed and friendly. The home went through the change of manager since the last inspection. However, as the previous senior staff member was promoted to this role, she was familiar with staff, with residents and with working practices, thus reducing the stress that such changes usually bring. The new manager had applied and was going through the process of registration. " I am just exercising", a service user walking through corridors told us, explaining how confident, relaxed and independent he was. At breakfast time, seven service users were together in the dining room. They enjoyed relaxing and the friendly atmosphere. One staff member was observing the whole room, two more were engaged serving breakfast and supporting users that needed help. They interacted with the resident in a respectful and dignified way. They were offered choice, toast with jam or marmalade and a choice of cereals. Two staff members discussed the priorities in a supportive and committed way: "I will help a user first (she stated the name), he likes to get up just at this time." We checked the records of complaints and POVA (Protection of Vulnerable Adults) which demonstrated that the home recorded all cases that we were informed of. What the care home could do better: It was visible that the home decided to address many areas and introduce new processes, after consulting service users. This showed their intention to further improve outcomes for service users, without anyone else telling them to do so. Random inspection report Care homes for older people Name: Address: Hickling House Town Street Hickling Norwich Norfolk NR12 0AY one star adequate service The quality rating for this care home is: The rating was made on: 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 review of the service. We call this review a ‘key’ inspection. This is a report of a random inspection of this care home. A random inspection is a short, focussed review of the service. Details of how to get other inspection reports for this care home, including the last key inspection report, can be found on the last page of this report. Lead inspector: Dragan Cvejic Date: 1 7 0 5 2 0 1 0 Information about the care home Name of care home: Address: Hickling House Town Street Hickling Norwich Norfolk NR12 0AY 01692598372 01692598372 info@hicklinghouse.fsnet.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Angela Marlow Type of registration: Number of places registered: Conditions of registration: Category(ies) : Mrs Frances Smart,Mr Rhoderick Smart care home 29 Number of places (if applicable): Under 65 Over 65 28 dementia Conditions of registration: 1 One (1) adult with dementia may be accommodated The total number not to exceed twenty-nine (29). Up to twenty-eight (28) service users, over 65 years of age with dementia may be accommodated. Date of last inspection Brief description of the care home Hickling House is a care home providing personal care and accommodation for 29 older people with dementia. The home is situated on the outskirts of the village of Hickling, close to Hickling Broad and less than 5 miles from the Norfolk Coast. Originally a Care Homes for Older People Page 2 of 8 Brief description of the care home Victorian Inn, the premises has been extended and modernised to provide residential accommodation on two floors. There is a choice of communal areas to suit the various needs of people living in the home. There are 25 single rooms, 24 of which have en suite facilities, and 2 double rooms, both with en suite facilities. A shaft lift and separate stair lift provide access to the upper floor and there are two outside fire escapes. The weekly fees for care and accommodation are between GBP 404 and GBP 500 a week. Care Homes for Older People Page 3 of 8 What we found: We followed the home through their regular reporting of the events which affected residents and through reporting of their findings of their self assessment, AQAA. We made an unannounced visit on 17/05/10, conducting a random inspection. We observed the care process and residents receiving care and support. We checked medication process.We spoke to several residents, a staff member and to the new manager, a previous senior staff member who was recently promoted to the managers post. We also toured the home to inform environment related findings. Apart from the new manager recruited from the exisiting staff, the home also reported improvements in the environment. Service users were now choosing the colours when their bedrooms were redecorated. There was a plan to colour the bedroom doors, as some service users asked for. A juicer was bought for the dining room and a gradual teaching programme was put in place to show residents how to use it and make their own fresh juice. New keyworking arrangement was introduced, created on a daily basis when each staff member was allocated about 5 service users for the shift each day. The increased number of staff in the dining room during meal times also helped improve the atmosphere in the home New toast time was introduced, whereby the staff were allocated time to share toast with service users and use that time for a one-to-one chat. All staff had completed medication training. The new manager was negotiating extra training with medication supplier. Picture cards were introduced in medication records. Liquid medication was now double signed. We found that the service made positive progress. What the care home does well: What they could do better: Care Homes for Older People Page 4 of 8 It was visible that the home decided to address many areas and introduce new processes, after consulting service users. This showed their intention to further improve outcomes for service users, without anyone else telling them to do so. 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 2. Care Homes for Older People Page 5 of 8 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, Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 6 of 8 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, 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 7 of 8 Reader Information Document Purpose: Author: Audience: Further copies from: Inspection Report Care Quality Commission General Public 0870 240 7535 (telephone order line) Our duty to regulate social care services is set out in the Care Standards Act 2000. Copies of the National Minimum Standards –Care Homes for Older People can be found at www.dh.gov.uk or got 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 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. © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for noncommercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. 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