Care Home: Hillside Rest Home

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What the care home does well The Registered Manager is a very caring capable manager who puts the care of the residents at the heart the home. Staff are chosen with care and recruited appropriately. Residents are not admitted unless the Manger knows that the home can meet their needs. Good food is provided at all meals and those residents with a delicate appetite are tempted with specially prepared meals. The staff are kind and caring. We observed care given with kindness and affection. The home has a core of dedicated carers two have worked at Hillside for many years. These carers know the residents very well and know their likes and dislikes and make life for the residents as comfortable as possible. The environment is fresh clean and very domestic in style. Bedrooms are furnished to reflect the resident`s taste and the bed linen and bed covers are fresh clean and colourful. The residents and staff told us that the Manager herself is very approachable and is dedicated to the care of the residents. All people spoken with confirmed this. Any issues that arise are resolved before they escalate to complaints. What has improved since the last inspection? The care plans are clearer to read and easier for staff to follow. Staff are given clear direction on how to deliver person centered care. What the care home could do better: This is a very good service, we did not leave any requirements. The outcomes for the residents are excellent and therefore we are awarding this service three stars. Inspecting for better lives Key inspection report Care homes for older people Name: Address: Hillside Rest Home 39-43 Kingsfield Road Oxhey Watford Hertfordshire WD19 4TQ     The quality rating for this care home is:   three star excellent 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: Marian Byrne     Date: 1 0 0 9 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 22 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 22 Information about the care home Name of care home: Address: Hillside Rest Home 39-43 Kingsfield Road Oxhey Watford Hertfordshire WD19 4TQ 01923236618 01923233852 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Mr R. O`Connell,Ms M Shanley care home 26 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: Date of last inspection Brief description of the care home Since it was first registered in 1983, Hillside Rest Home has been extensively upgraded and refurbished and several extensions have been added. Residential accommodation is offered on the ground and first floors and these are connected by a passenger lift. On the ground floor there are two lounges, a conservatory and a dining room. Provision has been made to enable wheelchair users to have full access to the home and gardens. The rear garden has been attractively planted and offers a patio area. It also provides pleasant outlooks from the home. The home is located close to a bus stop and Bushey railway station is about six minutes walk away. There are a variety of shops in Oxhey Village. A superstore and Watford Care Homes for Older People Page 4 of 22 Over 65 26 0 Brief description of the care home town centre with its vast range of amenities are about fifteen minutes from the home. The fees for the service range from #520.00- #570 per week (these were correct as of September 2009). Information regarding the service can be obtained from the Statement of Purpose and Service User Guide. These and the latest copy of the CSCI inspection report can be obtained from the manager. Care Homes for Older People Page 5 of 22 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 Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: This home was a two star service therefore the last inspection was an Annual Service Review which was carried out on the 18th of August 2008. At that review we looked at all the information we had regarding the care of residents and the running of the home. Following that review we concluded that there were was no event that caused us to reconsider the status of the home. This inspection is a key inspection and was carried out by one inspector over one day. At the inspection we observed the interaction between staff and residents, we inspected records pertaining to the care of the residents, the recruitment and training of staff. We spoke to the manager, residents, staff and visitors to the home. Prior to the inspection the Registered Manager returned an Annual Quality Assurance Assessment (AQAA) this is a legal document that contains all the information we need to make a judgment on how the home has been providing care in the past year. This record was returned to us in a timely manner. Care Homes for Older People Page 6 of 22 On our site visit we found that the AQAA reflected our findings. What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 8 of 22 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 9 of 22 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 people who are admitted to Hillside can be sure that their needs will be identified and met. Evidence: All prospective residents are seen by a senior member of staff and receive a full assessment prior to being admitted to the home. Prospective residents are invited to the home prior to admission to see if it might suit their needs. Following admission the resident is reviewed after six weeks to ensure that the home meets their needs. Care Homes for Older People Page 10 of 22 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 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 at Hillside can be sure that their health will be promoted in a manner that respects their dignity and promotes their independence. Evidence: We looked at four care plans and found that they contained good information that would allow staff to care for the resident in a person centered manner. By this we mean that the residents needs were identified and staff were given instructions on how to care for them in a manner that includes the residents input. Person centered care means that the care giving is led by the individual needs of the resident rather that by the task being performed. The residents or somebody close to them were involved in drawing up the care plans. We saw that care provision was proactive and staff knew the residents very well. We observed them listen to the residents and get their opinions in a manner that was unrushed and relaxed. We also saw that staff interacted with residents in a manner that was respectful and promoted their dignity and independence. All the residents have access to health care professionals and they are called to care for them in a timely manner. Residents told us that the staff listen to them and Care Homes for Older People Page 11 of 22 Evidence: respond where they can to their wishes. We were told that when a resident is admitted to hospital the staff from the home visit to ensure continuity and a connection with the home and for those who have no people close to them the staff liaise with hospital staff to ensure the hospital has a clear understanding of the resident needs and preferences. Medication was administered, stored and recorded appropriately. Care Homes for Older People Page 12 of 22 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 people who live in this home can be sure that contact with friends and family will be maintained and that they will be presented with useful occupation. Evidence: All the residents were well presented in freshly laundered and ironed clothes. Staff were very knowledgeable about the needs of the residents and we saw care given in a manner that was respectful and promoted dignity and independence. We saw staff interact with residents with kindness and affection. We saw that the residents were engaged in activities of their choice. We saw residents enjoying playing bingo, others were being read to by staff. Some were in the conservatory reading independently. Visitors are welcomed at all reasonable times and residents who wish to, enjoy regular outings from the home. The need for contact with family and friends is recognised, encouraged and promoted. The dining room table was beautifully set for lunch. Some residents choose to eat in their rooms or in their chair. We observed staff assisting residents to eat, this was done in an unhurried manner with staff telling the residents what they were about to be given. The food was sampled and found to be extremely tasty. The cook is mindful of residents who have eating difficulties and presents food in an appetising manner. All the residents were seen to enjoy their food. Care is taken when buying food to Care Homes for Older People Page 13 of 22 Evidence: ensure the best possible quality food is available to the residents. Food is freely available to all the residents. Those residents we spoke with stated that the food was very good and that the meals were the highlight of the day. Care Homes for Older People Page 14 of 22 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 people who live in this home can be sure that they will be protected from all forms of abuse. If they have a complaint they can be sure that it will be taken seriously and dealt with. Evidence: There were no complaints recorded since the last inspection. If there are any issues they are dealt with at a low level and resolved straight away. We looked at some of the many letters written to the home to thank them for the care of relatives and friends who have lived there. The letters were very complimentary about the care given to the people who had lived there. There were no issues relating to the safeguarding of the residents. All staff spoken with knew the safeguarding procedures should they be needed in future. Care Homes for Older People Page 15 of 22 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who live in this home can be sure that it is well maintained and that it will provide safe accommodation for them. Evidence: A tour of the building showed that it was well maintained, clean, fresh and odour free. We noted that the bed linen was of good quality and that the bed covers were domestic in style and added a homely touch to each room. New carpet had recently been fitted to the upstairs floor and the walls appeared freshly painted. Care Homes for Older People Page 16 of 22 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The people who live in this home can be sure that staff are recruited and trained appropriately to meet their needs. Evidence: The home is well staffed by a core of dedicated, well trained staff who have worked for the home for a number of years. We saw that staff interacted well with the residents and were seen to be very caring, kind and affectionate to the residents. Residents we spoke with were very complimentary about the staff and their patients and kindness toward them, the residents. Staff appeared to work well as a team and have a good working relationship. We looked at the recruitment files of three staff and found that all the mandatory checks had been carried out. This includes identity checks and security checks including a Criminal Records Bureau check. The staff were well trained and are studying to achieve NVQs. All the mandatory training had been carried out and where staff or the manager identified a training need this was addressed. Care Homes for Older People Page 17 of 22 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who live in this home can be sure that it is managed by a competent and run in their best interests. Evidence: The home is managed by a dedicated manager who puts the care of the residents at the center of how the home is run. She ensures that the home can meet the needs of prospective residents prior to admitting them. She ensures that staff know the residents needs and manages staff in a manner that allows the residents to achieve their full potential. Health care staff are called appropriately to ensure the optimum health of the residents. She ensure that staff are recruited appropriately and that all mandatory is carried out in a timely manner. All of the staff either have or are working toward achieving NVQ level 2. When other training needs are identified they are addressed. Staff and residents assured us that she was very easy to talk to and was very helpful. They care for very vulnerable and some ill people with skill and dedication. We were told that when a resident is in hospital they visit them to ensure continuity and to Care Homes for Older People Page 18 of 22 Evidence: keep the resident in touch with the home. We were told that some of the residents have no immediate family in an instant like this the staff are able to ensure the hospital staff are aware of the residents needs. Mealtimes are recognized as important and the Manager ensure that the quality of the food is of a very high standard. All the appropriate health and safety checks were carried out. The home does not take responsibility for any of the residents monies. Care Homes for Older People Page 19 of 22 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 20 of 22 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations Care Homes for Older People Page 21 of 22 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 22 of 22 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. 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