Care Home: Hillside

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What the care home does well All the people at Hillside said they liked living there. One person told us, `This is the best place I`ve ever been in.`The people who live in the home make choices about their lives. One said, `I go to bed when I feel like it.’Everyone who lives at Hillside said they liked the food. They told us, `All the staff are good cooks`, and `I love fish cakes and mushy peas.`The people who live at Hillside and the staff who care for them get on well. What has improved since the last inspection? The patio at the back of the home is now easy to get on to. What the care home could do better: Use more pictures when giving information about the home to people. Key inspection report Care homes for adults (18-65 years) Name: Address: Hillside 2 Denford Way Wellingborough Northants NN8 5UB The quality rating for this care home is: three star excellent service A quality rating is our assessment of how well a care home 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 full review a ‘key’ inspection. Lead inspector: Kim Cowley Date: 1 6 0 4 2 0 1 0 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. The first part of the review gives the overall quality rating for the care home:  3 stars – excellent  2 stars – good  1 star – adequate  0 star – poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. 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. They reflect the things that people have said are important to them: 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 Care Homes for Adults (18-65 years) Page 2 of 29 Copies of the National Minimum Standards – Care Homes for Adults (18-65 years) 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. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial 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. www.cqc.org.uk Internet address Care Homes for Adults (18-65 years) Page 3 of 29 Information about the care home Name of care home: Address: Hillside 2 Denford Way Wellingborough Northants NN8 5UB 01933674518 01933673458 hillsidehomes@aol.com Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Mrs Carol Ann Hill Name of registered manager (if applicable) Mrs Carol Ann Hill Type of registration: Number of places registered: Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 Over 65 5 0 care home 5 learning disability Additional conditions: The maximum number of service users who can be accommodated is 5 The registered person may provide the following categories of service: 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? Learning Disability - Code LD Date of last inspection Care Homes for Adults (18-65 years) Page 4 of 29 A bit about the care home Hillside is a big family house in Wellingborough. Five people with learning disabilities live there. Care Homes for Adults (18-65 years) Page 5 of 29 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: three star excellent service Choice of home Individual needs and choices Lifestyle Personal and healthcare support Concerns, complaints and protection Environment Staffing Conduct and management of the home Care Homes for Adults (18-65 years) Page 6 of 29 How we did our inspection: This is what the inspector did when they were at the care home The quality rating for this service is 3 stars. This means Hillside is excellent home. When we came to the home we looked round, and talked to the people who live there and the staff. We also looked at some records. What the care home does well All the people at Hillside said they liked living there. One person told us, This is the best place Ive ever been in. Care Homes for Adults (18-65 years) Page 7 of 29 The people who live in the home make choices about their lives. One said, I go to bed when I feel like it.’ Everyone who lives at Hillside said they liked the food. They told us, All the staff are good cooks, and I love fish cakes and mushy peas. The people who live at Hillside and the staff who care for them get on well. Care Homes for Adults (18-65 years) Page 8 of 29 What has got better from the last inspection What the care home could do better If you want to read the full report of our inspection please ask the person in charge of the care home If you want to speak to the inspector Care Homes for Adults (18-65 years) Page 9 of 29 please contact Kim Cowley CPC1 Capital Park Fulbourn Cambridge Cambridgeshire CB21 5XE 01223771300 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 Adults (18-65 years) Page 10 of 29 Details of our 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) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Adults (18-65 years) Page 11 of 29 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, what they hope for and want to achieve, and the support they need. People can decide whether the care home can meet their support and accommodation needs. This is because they, and people close to them, can visit the home and get full, clear, accurate and up to date information. 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 the person 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. The people who live in the home are consulted before any new admission is agreed. Evidence: The people who live in the home are a settled group and there have been no new admissions since 1997. The Owner/Manager said a new person would only be admitted to the home with the consent of those already living there, and the admission process would be gradual to minimise disruption. For this reason the home does take emergency admissions or people with challenging behaviour. Records showed that the people who live in the home had been fully assessed prior to admission to ensure the staff could meet their needs. All new referrals have a three month induction consisting of day time visits, followed by overnight and weekend stays. This gives staff time to assess their needs, so effective care plans can be put in place once they come to live at the home permanently. The homes statement of purpose/service user guide, admission, and other documentation should be reviewed to ensure language that promotes equality and diversity is used. (For example church should be changed to place of worship.) It is Care Homes for Adults (18-65 years) Page 12 of 29 Evidence: also recommended that consideration is given to producing a pictorial service user guide to cater for those who are unable to read written English. Care Homes for Adults (18-65 years) Page 13 of 29 Individual needs and choices 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 needs and goals are met. The home has a plan of care that the person, or someone close to them, has been involved in making. People are able to make decisions about their life, including their finances, with support if they need it. This is because the staff promote their rights and choices. People are supported to take risks to enable them to stay independent. This is because the staff have appropriate information on which to base decisions. People are asked about, and are involved in, all aspects of life in the home. This is because the manager and staff offer them opportunities to participate in the day to day running of the home and enable them to influence key decisions. People are confident that the home handles information about them appropriately. This is because the home has clear policies and procedures that staff follow. 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 homes approach is person-centred and the people who live their determine their own lifestyles. Evidence: The people who live in the home make choices about their lifestyles. One told us, When I go to the shops to buy clothes Carol (the Owner/Manager) holds things up to see if I like them. Other comments included, I go to bed when I feel like it, I go to bed at 9.30 pm because Im tired then, and I have a lie-in at weekends. Since the last inspection care plans have been re-written to make them more userfriendly. Each now has a large photo of the person in question on the front so it is easier for them to find their own files. Those we inspected were up to date and well-organised. They are written from the point of view of the people who live in the home with pictures used where possible. Care plans and risk assessments are reviewed when needed, and routinely at a least once a month. The Owner/Manager told us. At the start of every month we sit down with each Care Homes for Adults (18-65 years) Page 14 of 29 Evidence: of the service users and go through their care plans and risk assessments. If changes are needed we make them then. This helps to ensure that the people who live in the home are involved in their own care. All the people who live in the home are helped to take responsible risks, for example going to a local shop unaccompanied. This helps them to increase their independence and decision making skills, while at the same time remaining safe. Care Homes for Adults (18-65 years) Page 15 of 29 Lifestyle 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 can take part in activities that are appropriate to their age and culture and 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 and the home supports them to have appropriate personal, family and sexual relationships. People are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. Their dignity and rights are respected in their daily life. People have healthy, well-presented meals and snacks, at a time and place to suit them. People have opportunities to develop their social, emotional, communication and independent living skills. This is because the staff support their personal development. People choose and participate in suitable leisure activities. 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. Daily living and social activities enable the people who live in the home to lead full lives and grow in independence. Evidence: All the people who live in the home have their own programme of recreational, educational, and vocational activities, depending on their needs and what they want to achieve. In discussions they talked to us about the sort of things they like to do, and how staff help them get out into the community. Current activities outside the home include work-experience programmes (including packing and assembly work), day centre attendance, computers, and nature conservation. On-site activities include gardening, darts, a wii, and satellite television. Theatre trips and meals out are also popular with the people who live in the home. The Owner/Manager has a seaside caravan which the people who live in the home have the use of. They also have two holidays in a hotel each year. One of the people who live Care Homes for Adults (18-65 years) Page 16 of 29 Evidence: in the home told us, I like the holidays we have. Staff support the people who live in the home with their friendships and relationships, providing guidance where necessary. Families and friends are welcome to get involved with life at the home and to speak to staff if they are in need of support. The home has a family kitchen which the people who live in the home use with staff supervision (if necessary). Staff take it in turns to cook. Comments about the food included, The food is pretty good, All the staff are good cooks, and I love fish cakes and mushy peas. One of the people who live in the home told us his favourite dessert was Knickerbocker Glory and went to get one of the sundae glasses to show us what it is served in. Care Homes for Adults (18-65 years) Page 17 of 29 Personal and healthcare support 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 receive personal support from staff in the way they prefer and want. Their physical and emotional health needs are met because the home has procedures in place that staff follow. If people 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. If people are approaching the end of their life, the care home will respect their choices and help them to 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The people who live in the home have their personal and health care needs met in the way they want by staff in the home. Evidence: The people who live in the home are encouraged to be as independent as possible and are supported to care for themselves. Where necessary, help and guidance is offered in a sensitive and flexible manner. Care plans provide the information staff need to provide appropriate care and alert them to each individuals preferences. Records showed that the people who live in the home use local health care services, for example GPs, opticians, chiropodists, and dentists. All have annual health checks with a specialist learning disability nurse. Health Action Plans identify how their health care needs are met. Medication is kept securely with appropriate records in place. Staff are trained in medication administration and are aware of any potential side effects of the medication given. This means they know when to consult health care professionals if problems arise. Care Homes for Adults (18-65 years) Page 18 of 29 Concerns, 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. Their concern is looked into and action taken to put things right. The care home safeguards people from abuse, neglect and self-harm and takes action to follow up any allegations. 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 people who live in the home are encouraged to share their views, concerns and complaints. Evidence: We talked to the people who live in the home about what they would do if they had a complaint. All said they would tell a member of staff if they were unhappy about anything. One told us, I talk to Carol or (staff member) if I have a problem, another said, If I didnt like the food Id say, Take it away please. The homes complaints procedure is made available to the people who live in the home and their families and representative. There is also a question on the homes annual quality assurance questionnaire that asks respondents if they know what to do if they have a complaint. Responses showed that they did. The Manager told she encourages residents to speak out if they have a complaint. She does this by having informal meetings with them and writing down their views, concerns, and comments. Records showed that any concerns are dealt with promptly. There have been no complaints about the home since it opened. Staff have been trained in safeguarding and in the Mental Capacity Act/Deprivation of Liberty Safeguards. The Owner/Manager said safeguarding is constantly on the agenda in the home and all the people who live there and their families understand what it means. Care Homes for Adults (18-65 years) Page 19 of 29 Evidence: This will help to ensure they know what to do if they have concerns about how a resident is being treated. Care Homes for Adults (18-65 years) Page 20 of 29 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, comfortable, 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. People have enough privacy when using toilets and bathrooms. 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. Hillside provides an excellent standard of family-style accommodation to the people who live there. The home, which is situated in a residential area, is large, detached and modern. All bedrooms are single and have ensuite facilities. Four are on the first floor, with access via a staircase, and the fifth on the ground floor. There are two lounges, a family kitchen, and a dining room downstairs. At the back of the home is a secluded landscaped garden with a fishpond and summerhouse. All areas inspected were well-maintained and immaculately clean. Staff take it in turns to do housework, with the people who live there helping where then can. Since the last inspection the patio at the rear of the home has been in improved so it is more accessible to residents with limited mobility. Evidence: Large detached modern residence 2 sitting rooms, onehas sky tv 4 beds upstairs (stairs for access) 1 bed downstairs Conservatory/office Summer house also has sky tv Care Homes for Adults (18-65 years) Page 21 of 29 Evidence: secluded landscaped garden with fishpond and summer house with sky tv in it 15 min walk (if able bodied) to centre of Wellingborough Very close to local shops, supermarket, social club Leisure centre with gyms etc Very well maintained, immaculate, environment excellent Owner/Manager said she gets people if in decoration needed residnets who want a small plot of land can have one to plant their own flowers and veg DC Physical disabilities due to genetic condition No treatment but keep him busy to keep legs going Can walk with stick Since last inspec patio re done so more accessible to him immaculately clean throughout Staff take it in turns to clean Service users help I do the hoovering. P does the bins. A does the dusting. We all help. Care Homes for Adults (18-65 years) Page 22 of 29 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, qualified 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. People’s needs are met and they are supported because staff get the right training, supervision and support they need from their managers. People are supported by an effective staff team who understand and do what is expected of them. 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 people who live in the home have their needs met by friendly and professional staff. Evidence: The staff on duty during the inspection were friendly and helpful. We saw they got on well with the people who live in the home. They were observed working closely with them, and helping them to make choices. The relationship between the people who live in the home and the staff was informal and warm, with lots of shared jokes and banter. One of the people who live in the home told us, The staff make me laugh. All the staff we talked to said they liked working at the home. Comments included, We are one big family, and This is the first home Ive been attached to thats felt like a real home. One staff member said, The men are confident this is their home. Thats because there is no staff claimed territory. We dont have an office or anywhere else that takes us away from the people who live here. Recruitment procedures were discussed with the Owner/Manager. She told us that all staff are subject to CRB and POVA checks, and references are obtained. This helps to ensure residents are safeguarded. Staff receive good training opportunities and there is programme of appraisal and supervision in place. This will help to ensure staff have the support and skills they need Care Homes for Adults (18-65 years) Page 23 of 29 Evidence: to carry out their work. Care Homes for Adults (18-65 years) Page 24 of 29 Conduct and management of the 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 have confidence in the care home because it is run and managed appropriately. People’s opinions are central to how the home develops and reviews their practice, as the home has appropriate ways of making sure they continue to get things right. The environment is safe for people and staff because 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. They are safeguarded because the home follows clear financial and accounting procedures, keeps records appropriately and makes sure staff understand the way things should be done. 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 home is safe and well managed and the people who live there are involved in the way it is run. Evidence: Hillside is run by an experienced Owner/Manager who is hands on, and actively involved in everything that happens at the home. She knows all the people who live there well and in discussions they made many positive comments about her. She said, I achieved what I wanted to with Hillside - a family home. Consultations with the people who live at the home are central to how it is run. Every day the Owner/Manager and staff chat to them informally round the dinner table to get their views on the home. They told us, We talk about what we want to eat. We have a meeting and staff write down what we want. Then they make it for us, and When we have meetings we choose food and activities. Formal group meetings are held quarterly with minutes taken. In addition, an advocate is attached to the home and, if requested, represents the people who live there in any discussions or negotiations they may have with staff or outside agencies. The advocate Care Homes for Adults (18-65 years) Page 25 of 29 Evidence: also conducts Hillsides annual quality assurance survey, the results of which are available to view in the home. Records showed the Owner/Manager has taken the necessary steps to promote and protect the health, safety, and welfare of all who live and work in the home. Everyone is actively involved, through training and meetings, in keeping themselves safe there. One of th people who live there told us, If the alarm goes off we get up and go to front door or conservatory. Care Homes for Adults (18-65 years) Page 26 of 29 Are there any outstanding requirements from the last inspection? Yes  No  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 Adults (18-65 years) Page 27 of 29 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 Description 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 Description 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 1 The homes statement of purpose/service user guide, admission, and other documentation should be reviewed to ensure language that promotes equality and diversity is used. Consideration should be given to producing a pictorial service user guide to cater for those who are unable to read written English. 2 1 Care Homes for Adults (18-65 years) Page 28 of 29 Helpline: Telephone: 03000 616161 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. © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial 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. Care Homes for Adults (18-65 years) Page 29 of 29 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. 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