Care Home: High View Care Services Ltd.

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What the care home does well High View has the potential to achieve a three star, excellent rating if the improvements made since the previous inspection are maintained and built upon. The home considers that areas it does well in the following areas, as stated in their AQAA: ‘Statutory reviews have indicated that what we say we are going to do has been done. Service users care plans and risk assessments have frequently been updated and linked to changes in their needs and levels of supervision.’ ‘Residents are treated with respect and as individuals. They are enabled to express their views, grow in confidence and develop.’ We were able to confirm this through our inspection process. What has improved since the last inspection? Requirements made at the previous inspection relating to inappropriate admission, contracts, care planning and fire extinguisher checks have been met. The provider reported that they have 100% occupancy and no-one has been admitted out of category. High View Care Services Ltd. DS0000069894.V378153.R01.S.doc Version 5.3 Evidence of the home meeting the other requirements is contained in the body of this report. What the care home could do better: The home considers areas for improvement in the next twelve month to be: ‘more training on alcohol and substance misuse and on brain injury.’ (Taken from the AQAA). Staff will also be encouraged to undertake self assessment to develop their own personal training needs. We have made one requirement relation to individual signing their care plans to indicate that they have been involved in the process. Key inspection report CARE HOME ADULTS 18-65 High View Care Services Ltd. 9 High View Road Upper Norwood London SE19 3SS Lead Inspector Janet Pitt Key Unannounced Inspection 14th October 2009 10:25 High View Care Services Ltd. DS0000069894.V378153.R01.S.doc Version 5.3 Page 1 This report is a review of the 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. 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 home adults 18-65 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. High View Care Services Ltd. DS0000069894.V378153.R01.S.doc Version 5.3 Page 2 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 High View Care Services Ltd. DS0000069894.V378153.R01.S.doc Version 5.3 Page 3 SERVICE INFORMATION Name of service High View Care Services Ltd. Address 9 High View Road Upper Norwood London SE19 3SS 020 8653 2420 020 8653 2420 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) High View Care Services Ltd Manager post vacant Care Home 5 Category(ies) of Past or present alcohol dependence (5), Past or registration, with number present drug dependence (5), Dementia (5) of places High View Care Services Ltd. DS0000069894.V378153.R01.S.doc Version 5.3 Page 4 SERVICE INFORMATION Conditions of registration: 1. The Registered Person may provide the following categories of service only: Care home only - Code PC to service users of the following gender: Either whose primary care needs on admission to the home are within the following categories:Past or present drug dependence - Code D Past or present alcohol dependence - Code A 2. Dementia - Code DE The maximum number of service users who can be accommodated is: 5 7th November 2008 Date of last inspection Brief Description of the Service: High View is registered to accommodate people between the ages of 18 to 65 who have been assessed as having alcohol and drug related problems, dementia resulting from alcohol and drug misuse, challenging behaviour due to substance misuse, learning disabilities or acquired brain injury. Accommodation is spread over three floors, with no lifts the home is not suitable for people who have difficulties using stairs. Bus and train links are close by and the home is within walking distance of other public amenities. High View Care Services Ltd. DS0000069894.V378153.R01.S.doc Version 5.3 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is two star – good service. This means that people who use the service experience good quality outcomes. One inspector undertook this unannounced inspection. A site visit was made which lasted a total of five and a half hours. During this time we were able to speak with people that live in the home and staff who care for them. Documentation relating to medications, care planning and policies and procedures of the home were examined. We were able to look around the home and inspect the premises. We also used information from the Annual Quality Assurance Assessment (AQAA) that the home provided. Information that we hold such as notifications, has also been used in this report. What the service does well: What has improved since the last inspection? Requirements made at the previous inspection relating to inappropriate admission, contracts, care planning and fire extinguisher checks have been met. The provider reported that they have 100 occupancy and no-one has been admitted out of category. High View Care Services Ltd. DS0000069894.V378153.R01.S.doc Version 5.3 Page 6 Evidence of the home meeting the other requirements is contained in the body of this report. 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. High View Care Services Ltd. DS0000069894.V378153.R01.S.doc Version 5.3 Page 7 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 High View Care Services Ltd. DS0000069894.V378153.R01.S.doc Version 5.3 Page 8 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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 1, 2, 4 and 5. People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Individuals can be confident that their needs will be assessed prior to moving into the home. They are able to visit the home if they chose. Each person is provided with a contract that details what is included in the fee. EVIDENCE: The home considers in its AQAA that ‘residents permitted present challenges that need time and patience to unpick issues and preferences. Building trust and a positive working relationship all take time and consistency. Progress is slow and may involve tight controls that may not be readily appreciated.’ ‘residents usually arrive with significant health, emotional and addiction issues.’ The home goes on to say that prior to admission, referrals are discussed with senior members of the staff and the person’s needs are analysed to establish the level of care and support needed, by the individual. High View Care Services Ltd. DS0000069894.V378153.R01.S.doc Version 5.3 Page 9 People are able to visit the home and stay overnight if they chose. This allows others living at the home to meet individuals who may chose to live at High View. Emphasis is placed on behaviour modification, the AQAA states: ‘Contracts are prepared and signed by service users to correct and manage behaviour.’ When we visited the home one person told us that they are able to go to their room for privacy if they feel that they are getting angry or out of control. The individual said that they are able to talk with staff openly about concerns they have. We were able to see that this person was being supported to understand their condition and manage incidents that may trigger challenging behaviour. There was evidence in the support plans are people being able to visit and stay overnight to see if they liked the home. We found that support plans contained information from the placing authority and a pre-admission assessment. This assessment gave details of a person’s spiritual needs, medical history; rehabilitation received in the community, current medications and identified needs, such as assistance with hygiene or managing money. Each plan that we looked at had a contract stating the terms and conditions of what care is provided. The provider said that as individuals are overcoming addiction issues alcohol and drugs are not permitted in the home. However, if part of a person’s treatment is controlled alcohol intake then the individual must consume alcoholic beverages in their room. Part of the initial assessment includes a section on Deprivation of Liberty. This assists in evidence that no one has unnecessary restrictions placed on them as part of their treatment plan. High View Care Services Ltd. DS0000069894.V378153.R01.S.doc Version 5.3 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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7, 8 and 9. People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Peoples care plans lead from their assessment of needs. Individuals are involved in the process and are able to express their views. People that live in the home are supported to make choices within a risk assessed framework. EVIDENCE: The AQAA tells us that ‘individual care plans are in place designed to meet individual needs, goals and aspirations. Care plans are done in conjunction with clients and significant [others] to ensure ownership and compliance.’ The plans are based on ‘historical information provided from referral reports’ and High View Care Services Ltd. DS0000069894.V378153.R01.S.doc Version 5.3 Page 11 ‘in house professionals pulling together [an] intragel care package that focuses on choice and needs.’ The home considers that in the past twelve months they have improved in making sure that ‘managing the tight boundaries of care and control verses needs and choices of individuals we are caring for.’ During our site visit people who live in the home were able to confirm that they had been involved in the care planning process, but care is needed to make sure the individual has signed their plan. One person said that their plan centred on ‘prompting’ which assisted them in planning their day. We were able to confirm this by checking the person’s plan. When we looked at plans we noted that they had a set format. This enabled us to access information easily. Each plans contained the individuals’ personal details, such as next of kin, what work or educational places they had done, and what they wished to do in the future. Details of how a person managed their personal care were addressed. There was clear guidance for staff to follow to make sure needs are met. For example: specific notes on how to manager medical conditions, ‘prompt to have a shower’ and self medicates takes own inhalers.’ Each person had an individualised risk assessment. These covered areas such as self neglect, suicide/self harm, aggression and absconding. The language used in the plans was seen to be sensitive about the person, for example: ‘can become very agitated and aggressive if [they] are asked to change [their] clothing, or engage in any personal care. Staff are to be sensitive but firm.’ Individuals who chose to go out have appropriate risk assessments in place. We found that one person who can get confused easily about where they are going had guidance for staff around this issue: ‘[they] take [their] diary and phone with [them] at all times, so that [they] can call the unit for directions.’ Personal safety is also addressed; another plan had guidance on an individual’s history of carrying offensive weapons and being vulnerable to attack by others. This was a result of spending a period of time homeless. One person said that their goal was to move to supported living. The provider said that the home is working with this person and the appropriate agencies to make sure the correct support package is put in place. We found that plans were routinely reviewed in keyworker sessions and amendments made if necessary. The AQAA indicated that if changes need to be made before the review date, then this is actioned. High View Care Services Ltd. DS0000069894.V378153.R01.S.doc Version 5.3 Page 12 Each individual has two counselling sessions a week, this helps them focus on any unresolved issues they may have. People we spoke to confirmed that these sessions occurred and were beneficial. High View Care Services Ltd. DS0000069894.V378153.R01.S.doc Version 5.3 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): This is what people staying in this care home experience: 12, 13, 14, 15, 16 and 17. People using the 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 that live in the home are able develop and maintain personal interests and hobbies. Support is given to enable individuals to attend college and access the community. Mealtimes are flexible and the menus reflect the likes and dislikes of those who live in the home. A healthy diet is promoted. Contact with significant others is maintained and individuals are able to make real choices about what they do. EVIDENCE: High View Care Services Ltd. DS0000069894.V378153.R01.S.doc Version 5.3 Page 14 The AQAA states that: ‘residents have been able to engage in employment activities, joining local gyms, libraries and attending courses of interest in college.’ When we spoke with people that live at High View, they were able to confirm this. One person said that they attended a college course related to catering. We looked at this individual’s support plan and found that one of their preferred activities was cooking. They also enjoyed reading and had been able to join the local library. One person in the home smokes cigarettes and there are clear guidelines on where this person is able to smoke. We observed that staff monitored their cigarette intake to make sure they did not smoke too much. The person was happy for staff to give them their cigarettes when asked for and understood that this usually occurred on the hour or half hour. When the person requested a cigarette a few minutes before this time, staff did not question the individual and gave them a cigarette. Evidence in support plans told us that people are able to practice their spiritual beliefs if they choose. A record is made of any beliefs and whether the person attends a place of worship. There was also information on when an individual went out in the community and what safeguards if any were in place. For example: ‘able to go out independently. At times due to poor short term memory can easily get confused.’ And ‘goes to barber’s for a hair cut.’ We were invited to join people that live in the home for lunch. The meal was freshly prepared and there was a choice of condiments available. A salad was prepared as a side dish and individual were able to choose whether they ate this. Fresh fruit and vegetables were available. We looked at the fridges and freezers and found there were sufficient supplies of food for people. The provider said that people are able to cook meals for those that live in the home. During our site visit one person kindly made us drinks. People we spoke with confirmed that they were involved in meal preparation and were seen to be assisting with making sure cutlery and condiments were on the table for lunch. Members of staff were seen to speak to people that live in the home with respect and took time to explain what was happening. One member of staff was assisting an individual to clean their room and was hear asking the person if it was alright to go into their room, before they went to help. Individuals who live in the home are supported to maintain contact with their families and friends. In the support plans that we looked at we found evidence of the people’s next of kin and contact arrangements. High View Care Services Ltd. DS0000069894.V378153.R01.S.doc Version 5.3 Page 15 People said that they were able to visit friends and family. High View Care Services Ltd. DS0000069894.V378153.R01.S.doc Version 5.3 Page 16 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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19, 20 and 21. People using the 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 that chose to live at High View can be confident that they will have their needs met in a sensitive manner. Support is given to self medicate. Wishes for end of life care are recorded in each person’s plan. EVIDENCE: The AQAA states that: ‘the care plan is constructed as a direct result of the assessment which includes any personal information that is given via service user’s pre admission and reports from previous placement or social worker. Health support and information is gathered and drawn in the form of care plans and risk assessments.’ The AQAA then tells us that the care plan will state how the person wishes to be addressed and how their needs are to be met. High View Care Services Ltd. DS0000069894.V378153.R01.S.doc Version 5.3 Page 17 We found when we looked at support plans that there was a section which said what name a person wanted to be called by. Plans were written in the first person and demonstrated how needs should be met. For example: ‘I like to chat and make lots of friends. I like to mix with people in the community.’; ‘I appreciate if staff are patient with me and explain things to me in a gentle way.’ And ‘I am able to dress myself but I need to be reminded to change my clothes.’ Some people self medicate and there were risk assessments in place. People who live in the home have a choice over whether they want to handle their own medications. One plan said: ‘I like my medication to be administered to me and I may ask what the medication is for and would appreciate an explanation.’ When we examined the medications held in the home we found that they were stored and administered safely. The home has a locked cupboard and records were noted to be maintained and accurate. It was clear when medications had been received into the home and administered. One person was prescribed a controlled drug. The provider explained that the home only holds this medicine at weekend, during the week it is collected daily from the pharmacist. People’s end of life wishes were noted to be sensitively recorded ‘family are aware of [their] wishes and will be informed immediately.’ And ‘Would like a Catholic ceremony, cremation preferred.’ We found that support plans were reviewed monthly and the daily records evidence how needs have been met. The monthly reviews contained a summary of what had happened and ongoing plans for the future. High View Care Services Ltd. DS0000069894.V378153.R01.S.doc Version 5.3 Page 18 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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 22 and 23. People using the 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 that live in the home can be confident that any concerns they have will be listened to and acted upon if necessary. They are protected from harm by the Safeguarding procedures within the home. EVIDENCE: We examined the complaints records. Four concerns have been recorded during the past twelve months. One was about food being poorly cooked; another concerned a torn page in a diary. The third related to food items missing from the fridge. The provider explained that a person’s pepper had been used by staff, as it had not been appropriately labelled. She said that when an individual puts their own food items in the fridge it is now labelled. The fourth concern related to staff not doing an individual’s laundry. This was not upheld, as laundry duties were part of the person’s support plan. One person when they left the home to live independently wrote a letter of thanks. In it they wrote: ‘I would probably of drunk myself to an early death if it had not been for this place.’ The AQAA states that there have been no safeguarding investigations in the previous twelve months. The provider report that she had undertaken a local High View Care Services Ltd. DS0000069894.V378153.R01.S.doc Version 5.3 Page 19 authorities ‘Train the Trainer’ programme which allows her to provide Safeguarding Adults training to staff. Training is also given in Deprivation of Liberty, mental capacity, health and safety and risk assessments. When we examined staff files we were able to confirm this. We have not received any complaints or concerns about the service provision. High View Care Services Ltd. DS0000069894.V378153.R01.S.doc Version 5.3 Page 20 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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 24 and 30. People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. High View offers a homely environment for people the live in. The home is clean, tidy and maintain. Individuals are able to make choices about how they personalise their rooms. EVIDENCE: The AQAA states: ‘all bedrooms are singles and have been personalised by the service user. Rooms are spring cleaned every week or as when required and service users enabled to help in cleaning their rooms. We have laundry facilities on site for the use of the service users and those who are unable to do their washing are helped to do so.’ High View Care Services Ltd. DS0000069894.V378153.R01.S.doc Version 5.3 Page 21 The AQAA also said that the home has created an aromatherapy room during the previous twelve months, which is also used as a quiet area for counselling. We were able to look around the premises. There are suitable communal areas for people to use. The dining room leads off the kitchen and has sufficient space to allow all people that live in the home to share a meal if they want. Décor and furnishings are domestic in nature. People who live in the home said they had their own televisions in their rooms. One person said they had a fridge in which they are able to keep snacks. The same person said the accommodation was ‘like the Ritz’, compared to what they had been used to before when in hospital. High View was clean and tidy on the day of the site visit and well maintained. High View Care Services Ltd. DS0000069894.V378153.R01.S.doc Version 5.3 Page 22 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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 32, 33, 34, 35 and 36. People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Individuals can be confident that they are supported by an appropriately recruited and competent staff team. Staff are supported through the appraisal and supervision systems to continue their professional developments. EVIDENCE: The AQAA gave us information on staffing and recruitment at High View. It stated that there was a good recruitment process in place, including necessary checks being carried out prior to an individual starting work. Training is offered regularly and covers areas such as Safeguarding. There are plans to provide training on interviewing techniques and equality and diversity during the next twelve months. When we looked at staff files we were able to evidence that there were good recruitment procedures in place. Each file had an application form, two High View Care Services Ltd. DS0000069894.V378153.R01.S.doc Version 5.3 Page 23 references, details of checks such as Criminal Records Bureau checks and information on qualifications held. Proof of the person’s identity had been obtained. Each employee had received a contract and job description. Interview notes were present and there was an induction checklist. Training given by the home since employment started included Safeguarding, moving and handling and managing violence and aggression. There were records of regular supervision and appraisals in each staff members file that we looked at. High View Care Services Ltd. DS0000069894.V378153.R01.S.doc Version 5.3 Page 24 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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 37, 38, 39 and 42. People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. High View is run in the best interests of the people that live there. Opportunities are provided for individuals to comment on the running of the home. The management of the home is open and proactive. People’s health and safety is protected by routine maintenance of the premises. EVIDENCE: High View Care Services Ltd. DS0000069894.V378153.R01.S.doc Version 5.3 Page 25 At the time of the site visit the manager’s post was empty. The provider is currently overseeing the day to day running of the home. The provider reported that they have plans to develop deputies, by enabling them to undertake the Registered Managers Award and then registering them as the manager of High View and the other home the provider runs. Since the previous inspection there has been considerable improvement in the organisation of the files. We were able to access easily the information needed for our inspection. We found that files were stored securely and safeguards were in place to make sure that only relevant staff members have access. Our observations between staff and people that live in the home were positive. We saw one person answer the phone and going to a member of staff to take the call. People were able to speak openly and freely in front of staff about their experience of living at High View. Individuals said that if they had any concerns then they have no issues with approaching the staff to talk about them. No issues relating to health and safety were noted. We noted that fire extinguishers had been checked as required at the previous inspection. Food was seen to be stored safely and there were no hazards seen. High View Care Services Ltd. DS0000069894.V378153.R01.S.doc Version 5.3 Page 26 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 Score 1 3 2 3 3 X 4 3 5 3 INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 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 3 34 3 35 X 36 3 CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 3 3 3 X LIFESTYLES Standard No Score 11 3 12 3 13 3 14 3 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 3 3 3 3 X X 3 X Version 5.3 Page 27 High View Care Services Ltd. DS0000069894.V378153.R01.S.doc Are there any outstanding requirements from the last inspection? No 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. 1. Standard YA6 Regulation 15 (2) (b) Requirement There must be evidence of the individual being involved in the care planning process. This will make sure that their needs are identified and plans put in place to meet them. Timescale for action 30/12/09 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations High View Care Services Ltd. DS0000069894.V378153.R01.S.doc Version 5.3 Page 28 Care Quality Commission Care Quality Commission London Region Citygate Gallowgate Newcastle Upon Tyne NE1 4PA National Enquiry Line: Telephone: 03000 616161 Email: enquiries.london@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. High View Care Services Ltd. 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