Care Home: Highcliffe Care Centre

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What the care home does well The service has a new and well designed building. The home is suitably equipped and has most aids and adaptations that it needs. The staff are knowledgable about service users needs and treat them with respect. Service users have good access to local health services. Service users have a good social programme and are able to interact well with each other and with staff. The home provides apetising food and drinks are freely available. The home provides a good induction and training. The home has safe and accessible garden areas. The home is well managed by an experienced team. What has improved since the last inspection? This is the homes first inspection. What the care home could do better: Information supplied by the home would benefit from being written in plain English and being in a larger print size The home would benefit from having a loop indiction system to help hearing aid users. An alternative choice should always be displayed on the menu. Inspecting for better lives Key inspection report Care homes for older people Name: Address: Highcliffe Care Centre Highcliffe Care Centre Whitechurch Road Southwick Sunderland Tyne and Wear SR5 5SX     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: Tom Moody     Date: 2 8 0 5 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 24 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 24 Information about the care home Name of care home: Address: Highcliffe Care Centre Highcliffe Care Centre Whitechurch Road Southwick Sunderland Tyne and Wear SR5 5SX 01915160606 01915160609 highcliffe@garylewis.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Mrs Lesley Langton Type of registration: Number of places registered: Highcliffe Care Centre Limited care home 60 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia mental disorder, excluding learning disability or dementia old age, not falling within any other category physical disability Additional conditions: The registered person may provide the following category 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: Older PersonsCode OP maximum number of places: 30 Dementia- Code DE maximum number of places: 30 Mental Disorder- Code MD maximum number of places: 5 Physical Disability- Code PD maximum number of places: 10 Care Homes for Older People Page 4 of 24 Over 65 0 0 30 0 30 5 0 10 Date of last inspection Brief description of the care home Care Homes for Older People Page 5 of 24 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: Before the inspection visit took place documents relating to the home were examined. This included the homes Annual Quality Assurance Assessment (AQAA) in which the homes manager tells us how the home is performing in relation to the National Minimum Standards. Questionairres that were filled in by service users and relatives were also taken into account, together with other things the home had told us about. We call these notifications. This inspection visit took place on 28 May 2009 and took 6 hours. This included a tour of the premises, observation of care practice, reading case notes and documents relating to a selection of service users (case tracking), and talking to staff, visitors, and the management team. This is an overview of what the inspector found out as a result of this inspection. Care Homes for Older People Page 6 of 24 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 7 of 24 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 8 of 24 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The service users needs are accurately assessed and the home can meet those needs Service users have information they need to make choices and a service users guide is available containing all the necessary information. Service users can make a trial visit and are able to make an informed choice about coming into the home. Evidence: The assessment of service users needs takes place before admission and this can be seen in their care plans. In some cases the pen picture of service users was sketchy but this was because the information was still being gathered. The home has a good service users guide that contains all of the necessary information. The cost of extras, such as hairdressing is stated. It is written in a style which may not be accessible to all service users or their families and it could be improved by the use of plain English. It would also be improved by the use of a larger print size. Care Homes for Older People Page 9 of 24 Evidence: Service users have comprehensive contracts. Care Homes for Older People Page 10 of 24 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. Each person has a detailed plan, which explains how their care they will be given and how peoples health care needs are met. The homes policies and procedures for dealing with medication protect service users. Service users feel that they are treated with respect by the staff Evidence: There is a good assessment of service users physical, mental and social needs in their care plans. This contains information from care specialists from many different disciplines and shows that service users have access to health services such as hospital specialists, doctors, dentists and other practitioners. Clear medication records are kept. This includes controlled drug recording. Staff were seen giving out medicines and this was done correctly and safely. Medicines are stored safely in appropriate cabinets. A drug fridge is available in the clinical areas. Staff spoke to service users respectfully and allowed service users time to make choices. Service users were well dressed in appropriate clothing and were well Care Homes for Older People Page 11 of 24 Evidence: groomed. This enhanced the dignity of service users. Staff always knocked before entering bedroom doors to preserve the privacy of service users. Care Homes for Older People Page 12 of 24 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The homes provision matches service users recreational, social and cultural needs, and helps them maintain contact with the surrounding community. They are able to exercise choice and control over most aspects of their lives and they enjoy nutritious and appetizing food. Evidence: Menus showed that service users only had one choice of hot meals, however, alternatives were being provided for service users who wished for something different from the menu choice. Staff confirm this happened and that two choices were available on many other days. It would take very little effort to include such choices on the menu to make it plain to all that this was available. The dining rooms were pleasant and each table had an individual teapot, gravy boat and condiments. Jugs of fruit juice were available in each lounge The cook is experienced and the kitchen is well equipped. It is stocked with a good variety of foodstuffs and ingredients. The meal that was seen was appetizing and of a traditional type, appropriate to the age and experience of the service users. Service users were supported by staff when they needed help to eat. they were asked if they had enough to eat and staff talked, and encouraged them while they were Care Homes for Older People Page 13 of 24 Evidence: helping them eat. Service users rooms reflect their choices, lifestyles and interest. Visitors were seen coming into the home throughout the day and visiting times are not restricted. Service users are encouraged to keep in contact with relatives. One person told me that they, Got a call from my daughter in Spain and that this happened, Every Sunday. There is an activities and entertainment schedule. A hairdresser comes to the home every Friday and Manicurist visits every fortnight and this was seen during the site visit. Staff said that service users visited local shops an amenities. Service users were also taking part in small scale activities. Individuals were seen reading magazines and a group of service users were discussing an article in the newspaper. Staff were seen to join in with this discussion. One relative confirmed this saying, The staff interact, all the time, with residents. Another said that they were, Dead happy. with the service the home provided. The music that was available in the lounge was appropriate to the service users age and preferences. Service users confirmed this and staff had a good awareness of this. Care Homes for Older People Page 14 of 24 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. The service users and relatives know how to raise issues and they are confident staff and managers will act on their concerns. Training and procedures ensure service users are protected and that their rights are upheld. Evidence: There is a copy of the complaints policy and procedure in the service users guide. Training records indicated staff received training in Protection Of Vulnerable Adults (POVA), Dementia Care and Managing Challenging Behavior. Staff said that they received the appropriate training. The complaints record had only one entry and this was recorded well and completed within a reasonable timescale. Care Homes for Older People Page 15 of 24 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. The home provides a safe and comfortable environment with good access to all areas. The home is very well equipped in most respects, and well furnished. It is spacious, clean and meets most of the service users needs Evidence: The service is new and has been registered, and approved by all statutory agencies. The home is well designed and has pleasantly landscaped surroundings although these have not had time to fully mature. There is a secure and sheltered patio and the home has a balcony area that service users can enjoy in fine weather. There is ample parking space and views of the surrounding area. The home has very generous communal space with wide corridors and ample lounge space. There is also a variety of environments including a quiet lounge The home has been designed to enhance the experience of the service users and to make operation easier for the staff. There is a generous amount of storage space in the home. Most of this design and build is an example of good practice. The decor is modern but the effect is to produce a traditional appearance and homely feel. The home is well ventilated and warm. There was no excessive noise and the atmosphere was calm. Showers toilets and bathrooms are of appropriate size and fitted with rails and hoists. Thermostatic mixer valves are fitted to bath and shower outlets and water Care Homes for Older People Page 16 of 24 Evidence: temperatures are recorded. There is a good standard of equipment such as mobile and fixed hoists. A suitable call system has been installed. The home does not have a loop induction system installed for hearing aid users and this would be a useful improvement to make. The bedrooms are of generous proportions, well above the minimum size, and they are well decorated and furnished. Almost every room has interesting views of the surrounding area. The home has a laundry and suitable hand washing facilities for service users and staff. There were no discernible bad odours during the time of the site visit and the home was clean and tidy in all areas. The sluice area should have access restricted to authorized staff. Care Homes for Older People Page 17 of 24 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The staffing of the home meets service users needs. They are supported in a safe manner, by staff who are properly recruited, and have the appropriate training. Evidence: During the site visit, staff rotas were seen and there was a generous amount of staff on duty at the time of the site visit. Service users needs were met, call buzzers were answered within a reasonable time and care was given in an unhurried manner. Most staff who were spoken to confirmed they held NVQ qualifications. Staff also said they received an induction, and training. One staff member said, Ive never had an induction like it; Its really good. Another staff member said, We get plenty of training, its really good. Staff records confirmed this. Staff records also indicate all pre employment checks are carried out including Criminal Records Bureau, Protection Of Vulnerable Adults list and previous employer references. Records also show that staff are interviewed and they receive terms and conditions. Care Homes for Older People Page 18 of 24 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is managed by an experienced, and qualified person who has service users interests at heart. The home is run in the best interests of service users. They are kept safe and their welfare and rights are protected by good record keeping and the promotion of good practice Evidence: The manager is a first level registered nurse and has a number of years experience managing care homes. She has a range of qualifications including a Management Diploma and The Registered Managers Award. The manager was not at the home at the time of the site visit but the Deputy Manager and the Administrator were helpful and knowledgeable about the homes function and the service users needs and preferences. One relative commented on this saying, They have a vision and they know what to do. The home has had a change of ownership following its opening and the manager and staff team have coped well with this. The staff feel supported, one said, Ive worked in care before, in other places, This is much better. Some of the homes operations have not been fully developed but the manager, and her team, have Care Homes for Older People Page 19 of 24 Evidence: made remarkable progress in difficult circumstances. All clients monetary transactions are recorded in line with company policy. Running balances are kept and receipts retained. Records are reconciled regularly and two persons sign for this. For service users, whose relatives are responsible for their monies, there is an agreed expenditure plan and relatives are contacted if any additional expenditure is needed. Internal audits are carried out in respect of the homes operations. examples of Drug Audits and Care plan audits were seen. Staff supervision takes place, records are available and staff confirm that this happens. Further development is planned for quality assurance system and customer feedback and the home is in early days of its operation. Care Homes for Older People Page 20 of 24 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 21 of 24 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 1 15 12 The menu should offer more than one item so that service users know they have a choice. Providers must make proper provision for service users welfare and take into account their wishes and feelings. 24/07/2009 2 19 13 Access to the sluice areas should be restricted to allow only authorized staff to enter. The registered person should ensure that all parts of the home accessible to service users are free from hazards to their safety. 31/07/2009 Care Homes for Older People Page 22 of 24 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 2 3 1 22 33 The service users guide should be written in plain English and a larger size of font should be considered. A loop induction system should be available to improve hearing aid users access to music, television, or radio. The quality assurance system in use should be further developed in line with the homes planned operation. Care Homes for Older People Page 23 of 24 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 24 of 24 - 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!