Care Home: Hoyle Resource Centre

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What the care home does well This is a service where residents are well looked after. We found the management team and staff team work well together so that resident`s needs are met in all areas of care, including their social, medical and cultural needs. We received a number of comments about how well people feel cared for, they included, "We are more than happy with everything at Hoyle". "Everything is done to a high standard. I could not expect any better care for my mum. They take care of her so well, and are so caring. Nothing is too much trouble. She is very happy at Hoyle and hopefully is going to go back for respite". " The staff always seem friendly and helpful to both the patients and the visitors".We talked to a number of staff and they demonstrated they have good knowledge of the individual care needs, social and cultural needs of residents living at the home so that they are not disadvantaged in any way. Staff comments included, "We create a friendly environment, which makes people feel at home", " I think the service runs very well. All the staff and service users are very happy and there have been no complaints". Observation of care practices throughout the day confirmed residents are treated with dignity and respect, as well as making sure their right to privacy is respected, by knocking on doors before entering for example, and talking with respect to people at all times. Comments included, "Very helpful and kind", "Always got time for you", "They take time to ask you all the time". What has improved since the last inspection? We saw there has been a change in the way the home is managed. A manager registered with the Commission oversees two services, however there are designated members of the management team who provide day to day cover at the home for the well being of people using the service. There have been boundary railings put in place around the home, so that this reinforces Privacy and security at the home. Privacy is further enhanced by window blinds on rooms, so that residents can use their rooms with privacy at all times. CARE HOMES FOR OLDER PEOPLE Hoyle Resource Centre Argosy Avenue Grange Park Blackpool Lancashire FY3 7NN Lead Inspector Mrs Jackie Riley Unannounced Inspection 20th May 2008 09:15 X10015.doc Version 1.40 Page 1 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 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Hoyle Resource Centre DS0000033376.V361204.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Hoyle Resource Centre DS0000033376.V361204.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Hoyle Resource Centre Address Argosy Avenue Grange Park Blackpool Lancashire FY3 7NN 01253 477865 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) judith.buffham@blackpool.gov.uk Blackpool Borough Council Judith Anne Buffham Care Home 29 Category(ies) of Old age, not falling within any other category registration, with number (29), Physical disability (5) of places Hoyle Resource Centre DS0000033376.V361204.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The home is registered for a maximum of 29 service users to include: Up to 29 service users in the category OP (Old Age, not falling within any other category) Up to 5 service users in the category PD (Physical Disability) aged 60 years and above 31st August 2006 Date of last inspection Brief Description of the Service: Hoyle Resource Centre is a large purpose built home situated on the boundaries of a large local authority housing estate. The home has been fully refurbished and reopened in April 2005. The internal and external environment has been fully redesigned and now provides twenty-nine beds, providing a range of services including rehabilitation, respite and short stay. There is also one remaining permanent bed. The facilities have been designed to maximise space available, although there are no en-suite facilities. The home is equipped with a variety of aids and adaptations, which will help residents to go back into the community, and for those residents who are staying solely on a short stay basis, have the facilities in place for older people with various levels of mobility. The home has a Statement of Purpose and Service User Guide providing information about the care provided, the qualifications and experience of the owners and staff and the services residents can expect if they choose to live at the home. The homes fees vary due to the range of care services provided at the home. In general people pay £84 per week for respite services. Intermediate care is not charged for. Other care is assessed by Blackpool Borough Council and may vary individually. Hoyle Resource Centre DS0000033376.V361204.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 2 star. This means the people who use this service experience good quality outcomes. This was an unannounced site visit that took place on the 20th May 2008 as part of the inspection process. We spoke to two members of the management team, staff members, and groups of residents, individual residents and relatives. By spending time in all parts of the home we were able to take the views of people who use the service. As part of the inspection process we talked to people using the service and asked staff about those peoples needs. We also looked at their rooms, care plans, records and daily notes this is called case tracking. Other residents are invited to pass their opinions to us if they wish. We had a wide range of responses from surveys/questionnaires sent to relatives and residents for their views on how the home is run. Comments were generally positive and some are included in this report. Every year the person in charge or manager is asked to provide us with written information about the quality of the service they provide, and to make an assessment of the quality of their service. We use this information, in part, to focus our inspection activity. We looked at recruitment and training records of three staff members. We also walked around the building and watched people living and working to see how everyone supported and how well they communicated to each other. What the service does well: This is a service where residents are well looked after. We found the management team and staff team work well together so that resident’s needs are met in all areas of care, including their social, medical and cultural needs. We received a number of comments about how well people feel cared for, they included, “We are more than happy with everything at Hoyle”. “Everything is done to a high standard. I could not expect any better care for my mum. They take care of her so well, and are so caring. Nothing is too much trouble. She is very happy at Hoyle and hopefully is going to go back for respite”. “ The staff always seem friendly and helpful to both the patients and the visitors”. Hoyle Resource Centre DS0000033376.V361204.R01.S.doc Version 5.2 Page 6 We talked to a number of staff and they demonstrated they have good knowledge of the individual care needs, social and cultural needs of residents living at the home so that they are not disadvantaged in any way. Staff comments included, “We create a friendly environment, which makes people feel at home”, “ I think the service runs very well. All the staff and service users are very happy and there have been no complaints”. Observation of care practices throughout the day confirmed residents are treated with dignity and respect, as well as making sure their right to privacy is respected, by knocking on doors before entering for example, and talking with respect to people at all times. Comments included, “Very helpful and kind”, “Always got time for you”, “They take time to ask you all the time”. What has improved since the last inspection? What they could do better: There are currently restrictions in place for the use of bath hoists due to health and safety issues. Additional equipment is on order but until it arrives residents have to use the homes shower units. Some residents said this can be difficult, and some staff said they felt uncomfortable using this bathing facility, as it was not good for all residents. We spoke to the manager about this and found everything is being done to resolve the matter so that bathing facilities can be improved upon. We saw there is a designated hairdressing salon, however this is not currently in use. We talked to the manager about this and it is the intention of the home to have this facility in place in the near future so that residents can use the facility without having to leave the home. The homes Statement of Purpose and Service User guide must be updated so that information about the service is current and correct. In addition we were told not all residents know about this guide even though it is in place in their rooms. More information should be provided to people who are going to use the service so that they know what to expect. We found all resident files have in place dietary assessment sheets. In two out of three looked at they were not complete, having the potential to disadvantage people. Hoyle Resource Centre DS0000033376.V361204.R01.S.doc Version 5.2 Page 7 When we looked at three resident files we found people religious persuasions were not being identified. This also has the potential to disadvantage people, in their choice of following their faith or not. The grounds of the home are not being well maintained, in that the grass was long, flowerbeds were empty and general comments from people who use the service highlighted the need for improved ground maintenance. We say the home should consider options of looking after individual finances when residents are staying at the home. Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Hoyle Resource Centre DS0000033376.V361204.R01.S.doc Version 5.2 Page 8 DETAILS OF INSPECTOR 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) Scoring of Outcomes Statutory Requirements Identified During the Inspection Hoyle Resource Centre DS0000033376.V361204.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 1,3.6. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. A detailed admission process is in place with information and guidance, to enable a prospective service user to make an informed choice, however some of this information is not up to date and not all users of the service are aware of it thereby having the potential to disadvantage people. EVIDENCE: Three service users’ files were examined including the last person to be admitted to the home and all of their files contained full and relevant assessment documentation including: admission assessments, care plans, detailed social services and health assessments and up to date daily record sheets. Hoyle Resource Centre DS0000033376.V361204.R01.S.doc Version 5.2 Page 10 This is a service which provides intermediate, short term care and respite care as well as providing care for one resident who lives at the home on a permanent basis. Because of this range of services the home has in place designated healthcare specialists including Physiotherapists, Occupational therapists, social workers and links to other services, which may be needed in order to deliver the necessary service to a resident using the service. We spoke to people who use the service and also received comments from surveys. People we spoke to confirmed that a pre-admission assessment took place prior to being offered accommodation. We found the home has written information about the service, however some of the information needs to be updated to include the current staff team and the change of manager. Some of the comments we received said “we didn’t get any information before we came here”, “I didn’t know there was a book about the home”. We found this information is in individual rooms, however so that people are not disadvantaged in any way the home needs to improve how it tells people where the information is and how it might help them. Comments about how the service runs in general were good and included, “everybody is cared for in a professional way”, “Everything is done to make sure his needs are met and he has no complaints”, “Staff go out of their way to offer information”. “My mum has had a recent illness and emergency services called followed by an admission to hospital. The staffs prompt action made the severity less than the illness could have been”. Hoyle Resource Centre DS0000033376.V361204.R01.S.doc Version 5.2 Page 11 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7,8,9,10 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Promotion of health is taken seriously. Resident’s welfare is closely monitored and health needs are identified and met. The home works in partnership with other agencies to ensure that service users’ health needs are fully assessed and addressed. Dietary and religious preferences were not evident which could disadvantage people. EVIDENCE: We found the records of three residents were up to date and had good information relating to the health and welfare of the individual residents. Significant events had been recorded and followed through so that a competent workforce was meeting the resident’s needs. The care plans were well structured and were being reviewed monthly or whenever a significant event had taken place. People spoken top said they are involved in the reviews and make contributions to the reviews so that they feel listened to. Hoyle Resource Centre DS0000033376.V361204.R01.S.doc Version 5.2 Page 12 Care staff are involved in the process and those spoken to say, “we work closely with the residents and other professional so we feel involved”. A resident said, “they involved me with the meeting about how things are going and when I can go home”. The assessment information we looked at included specific reference to dietary needs, however in two out of the three records we looked these records had not been completed. This has the potential to be detrimental to the users of the service who may have specific dietary preferences or needs, which have not been recorded. In addition the records looked at did not show what the religious preferences were for the residents, this again has the potential to disadvantage people, who may have specific religious choices or needs associated to that religion. We spoke to the manager about this who agreed the areas must be addressed. Health care records showed there is a good liaison between the home and healthcare professional including doctors, district nurses, Physiotherapy, Occupational Therapists, and chiropody so that residents are not disadvantaged in any way and their individual health needs are met. Other comments we received included, “whenever I need to see the doctor they are very good in getting hold of him”, “the district nurse comes to me when I’m at home and then she comes here whenever I come for a short stay, they are all very good you know” Records we looked at confirmed risk assessments have been completed and are reviewed when required and updated reflecting any changes that may have occurred individually and in the environment ensuring the resident’s needs are being monitored. As many of the residents return to the home for short stay periods, it is essential the information is being updated, as seen so that staff can respond to the changing needs of the residents using the service. Medication practices observed at lunchtime were safe and good records had been kept ensuring residents health is maintained. The staff team have received training in the area of safe medication practices, so that the system is safe for the protection of users of the service. Only members of the senior staff team are responsible for drug administration and records and all the staff members have received accredited training in medication practices. Resident’s dignity and privacy was observed during the visit ensuring residents are treated with respect. This was confirmed by observing staff members knocking on doors before entering rooms, and the way staff talked and responded to residents. One resident spoken to said, “the staff listen to me and what I’ve got to say, they are very helpful”, Staff comments included, “we always respect it when people want to be in their own room, it’s their space”, “the staff couldn’t be more helpful to mum, they are always there to help”. Hoyle Resource Centre DS0000033376.V361204.R01.S.doc Version 5.2 Page 13 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14,15 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Social activities and meals are both well managed, creative and provide daily variation and interest for people living in the home. EVIDENCE: We spoke to residents and staff and they said routines within the home were flexible and they were able to make their own decisions about how to live their lives. One resident said, “I like to stay in my room a lot and they respect that”. A member of staff said, “ We get to know everyone and they usually come back for short stays so we know what they like and don’t like”, “Many of the residents like to come here for a rest, so they take part in things if they want to but some choose not to and we respect that” A lunchtime meal was being prepared and we spoke to the chef, who told us about how the meal planning is carried out. Knowledge of special diets was good and we were told how the produce is sourced and is based upon Hoyle Resource Centre DS0000033376.V361204.R01.S.doc Version 5.2 Page 14 nutritional guidelines so that people using the service are being provided with a balanced diet based upon fresh ingredients wherever possible. Menus examined are balanced and interesting. Meal times are set although flexible enough to accommodate preferences. We spoke to a number of residents in the dining area, they told us they liked the food very much, and if they didn’t like something there is always a choice available this was confirmed when the chef visited the residents individually to provide the menu for the lunchtime meal. Observing residents during the lunchtime meal confirmed they communicated well with each other and staff, and the bright and spacious dining room helped to make it a positive experience. We saw staff assisting residents to enter and leave the dining room with dignity and sensitivity, which enhanced the dining experience for people using the service. Comments included, “good meals with choices to cater for different tastes”. There are activities in place including trips out on a weekly basis, card games, a large selection of jigsaws, bingo and space to sit around the home. The approach to activities is informal. We spoke to a number of residents and some of the comments included, “I like to get out and go on the trips, we went to Ambleside last week there were quite a few of us on that trip”, “I love doing jig saws, as you can see I have a good selection here. I only do them when I come here but I really enjoy them”. “I like to sit out when its nice but the garden could do with a cut and more flowers” There are no restrictions for people visiting the home. As the home has regular admissions and discharges we saw there are visitors coming and going at various times of the day. We spoke to a visitor at the home, who said they come most days and the staff are always welcoming. Comments included, “the staff always seem friendly and helpful to both the patients and the visitors”. Hoyle Resource Centre DS0000033376.V361204.R01.S.doc Version 5.2 Page 15 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16,18 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Arrangements for complaints are handled well and taken seriously ensuring people are listened to. Procedures for reporting abuse were satisfactory ensuring people are adequately protected. EVIDENCE: The home has a complaints procedure, which is made available to all residents on admission and contained in the Statement of Purpose and Service User Guide to ensure they feel protected. We spoke some residents and visitors who said they were aware of how to make complaints and felt they would be listened to and acted upon. Comments included, “if I was unhappy with something I would tell one of the staff. I think it would get sorted out as they are very approachable”, “they tell us what to do if we are not happy with something”. We looked at a number of records and saw there have been no formal complaints made to the home or the Commission since the previous inspection. Hoyle Resource Centre DS0000033376.V361204.R01.S.doc Version 5.2 Page 16 We saw the home has a procedure in place for dealing with allegations of abuse. The manager and staff spoken to had a good understanding of the procedures to be followed in the event of any allegations or suspicion of abuse or neglect. We spoke to the manager and some staff about training in safeguarding adults and were informed this area is addressed by the home and through the external training programme in place for staff so that they have the knowledge and skills to address any concerns raised in an appropriate manner in accordance with local and national guidance. Hoyle Resource Centre DS0000033376.V361204.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19,20,21,26 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The environment is safe and clean maintained to a good standard providing comfortable surroundings for the residents however lack of garden maintenance means that people who use the service have a negative experience using the outside areas of the home. EVIDENCE: We saw there have been improvements in the external areas of the home by putting in place boundary fencing so that the external parts of the home are secure and private for the sole use of people using the service. People spoken to said they like to use the garden area during the good weather and this was seen during time we spent at the home. Some comments said they would like to see the ground maintenance improved. We saw the grass was long and the Hoyle Resource Centre DS0000033376.V361204.R01.S.doc Version 5.2 Page 18 flowerbeds empty which residents said could be improved so that it was a pleasant area to spend time in or look out onto. We saw the home is well maintained and decorated to a good standard for the comfort of the users of the service. There is a maintenance programme in place, which covers to areas of the home both internally and externally so that it is maintained to a good standard and in accordance with health and safety practices. A tour of the home found it to be clean and tidy with no evidence of offensive odours and the home has in place policies and procedures for infection control. As this home provides care for short term placements rooms are furnished well for the comfort of people using the service but have limited personal items due to the length of stay by people using the service. We spoke to a number of people, “we bring bits and pieces with us but we don’t stay long, so we don’t really need much”. “I’ve been in a number of rooms when I come to stay, they are all bright and nice”. There is one resident living at the home on a permanent basis, and they have personalised their room so that it is a familiar environment in which they live. We looked at the bathing facilities available to residents living in the home. We saw they are varied to meet the needs of the people using them, however at the time we were at the home the facilities were limited due to health and safety issues relating to lifting equipment. This meant that the bathing facilities available to people using the service are currently limited to the use of showers only. We spoke to staff and managers about this and were told due to an incident in another facility there has been an instruction not to use bath hoists until additional equipment is provided for the health safety and welfare of people using the service. Staff said it was quite difficult to use the shower facilities for some residents but understood the need for safety. Hoyle Resource Centre DS0000033376.V361204.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27,28,29,30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. There are procedures in place to make sure staff are recruited in a way, which protects people. Training for staff is good and enables staff to have the skills and competencies for their roles. EVIDENCE: We saw most of the staff team have worked together at the home for a long time. This was seen to provide a settled environment for the residents who said, “they always have time to talk to me and if I need anything they are always willing to help”, “They have been very caring to all of us”, “they have cared for her superbly”, Everything is done to make sure his needs are met and he has no complaints, “all staff have been friendly and helpful and understanding”. We looked at how the home recruits people to work there. We saw there are policies and procedures which make sure all the necessary checks are in place to make sure people working in the home are safe to do so, so that people living there are protected. We spoke to a number of staff working at the home, who said they had had all the necessary checks before they began Hoyle Resource Centre DS0000033376.V361204.R01.S.doc Version 5.2 Page 20 working at the home. Comments received from surveys stated, “I was given a full CRB check and had to provide two references which were fully checked before I was allowed to commence work”. “ I feel they went through things with me when I started so I felt confident doing my job”. We found the service focuses on the need to assist staff in their development to make sure their skills associated with their individual roles are improved upon. There is evidence of staff having access to a range of training, which helps them to develop their skills in looking after people in the care home. Comments included, “I like the fact we work as a team”. Feels very supported through the induction programme and is supported and encouraged to attend national training so that “we have the skills to do out jobs”. The observations we made showed the staff team work well together as a team and share ideas. We saw staff responding to residents in a sensitive way, and there were always staff in close proximity to residents so they know there is support available whenever they need it. Comments included, “All staff work together as one big team”, “there are always plenty of staff working on every shift to see to every service users needs”. “I think the service runs very well. All the staff and service users are very happy and there have been no complaints”. Hoyle Resource Centre DS0000033376.V361204.R01.S.doc Version 5.2 Page 21 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. 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 and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31,33,35,38 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home is managed well and systems and policies in place for the protection and safety of staff and residents are good. EVIDENCE: There has been a change in how the home is managed since the previous inspection in that a manager has been registered with the Commission to manage two services including this one, with deputy managers responsible for the day to day running of the service. We found this is carried out competently by the management team, who said they felt supported and were Hoyle Resource Centre DS0000033376.V361204.R01.S.doc Version 5.2 Page 22 able to carry out the management role with the support of the senior management team. The people we spoke to said, “there are regular staff meetings where we can discuss issues and raise any concerns we may have”. “Feels we are listened to by the management team”. Other comments said, “Having one manager overseeing two sites is not working. The manager is not able to spend enough time here, therefore she has not found time so far to see staff individually”. We looked at how this may be affecting the service. There was no evidence it adversely affects how the service is run as the day to day management team make themselves available to all staff, however it is important for the registered manager to make themselves available to the staff team so they feel they are valued and part of the planning processes for the service. The home’s policies and procedures were all up to date and available for inspection. Members of the management team were familiar with them and showed they are used as part of the day to day running of the home. The management team organise staff and service user meetings on a monthly basis and the home has it’s own questionnaire for service users and relatives, in order to assess the quality of care being provided, so that any issues can be raised and addressed for the benefit of people using the service. Comments include, “ We have meetings where we can discuss how things are going”. We looked at how staff are supported and found there is in place a supervision and appraisal system. The records we looked showed there is supervision taking place for most staff however there were gaps in the timescale for some staff, which may affect how they feel supported and may hinder their personal development. Comments included, “we have supervision but not always regularly”. There were procedures in place, regarding service users’ finances, with appropriate records being kept, helping to ensure that people’s finances are safeguarded. Records we looked at for this were accurate and complete. We would advise the home to look at ways monies are kept so that no excessive amounts are held by the service. There was sufficient evidence to demonstrate that the health and safety of service users and staff is promoted as much as possible, to help ensure that people live and work in a safe and healthy environment. Hoyle Resource Centre DS0000033376.V361204.R01.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People 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 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 2 X 3 X X 3 HEALTH AND PERSONAL CARE Standard No Score 7 2 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 2 2 X X X X 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 2 X X 3 Hoyle Resource Centre DS0000033376.V361204.R01.S.doc Version 5.2 Page 24 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 OP1 Regulation 6(a)(b) Requirement The home must update the information in the Statement of Purpose and Service User Guide, so that it shows the current management and staffing structure of the home. Residents must know about the information so that they are not disadvantaged. Dietary assessment forms must be completed during the assessment process so that the nutritional needs of people using the service are clearly identified The religious needs of people using the service must be identified so they are not disadvantaged in any way. Timescale for action 30/06/08 2 OP15 17(1)(a) 30/06/08 3 OP4 16(3) 30/06/08 Hoyle Resource Centre DS0000033376.V361204.R01.S.doc Version 5.2 Page 25 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. 2 3. 4. Refer to Standard OP22 OP19 OP19 OP35 Good Practice Recommendations The home should improve access to bathing facilities at the earliest convenience, so that people have a choice of facilities to meet their individual needs. The early completion of the designated hairdressing facility would benefit people using the service. Improved maintenance of the grounds would be beneficial to people using the service. The home should consider additional options of looking after individual finances when residents are staying at the home. Hoyle Resource Centre DS0000033376.V361204.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Lancashire Area Office Unit 1 Tustin Court Portway Preston PR2 2YQ National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Hoyle Resource Centre DS0000033376.V361204.R01.S.doc Version 5.2 Page 27 - 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. 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