Care Home: Jane Campbell House

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What the care home does well The home provides good quality personal and health care to meet the individually assessed needs of each service user. The home is effectively managed and staff are trained and supported to enable them to provide a good level of service within a homely and safe environment. Without exception service users consulted confirmed that they were well cared for. One written reply said ’They treat people with care and kindness’, another service user spoken with during our visit said ‘I am quite happy here I’m really surprised that things are so good I’ve got no complaints’, and then added, ‘I am not kidding you I am really content here!’. A relative who completed a preinspection survey said ‘They take very good care of my relative in everyway. They are always kind and caring to our family and very supportive to us in difficult and sometimes emotional situations.’ The home had a noticeable relaxed and happy atmosphere at the time of our visit and the staff were observed to be assisting residents in an unhurried manner.Jane Campbell HouseDS0000019438.V376371.R01.S.docVersion 5.2Recruitment procedures for new staff are thorough with evidence that all the required checks are made to ensure the protection of the people who use the service. What has improved since the last inspection? Since the last inspection extra Activity Organizer hours have been employed which has enabled a more structured activity programme to be provided for all the residents who wish to participate. The care plans have been reviewed and more detail of peoples early life history and current interests, likes and dislikes included. All the plans are being rewritten following a more person centred format introduced by the company Quantum Care. The home has continued to retain a stable core group of experienced and well qualified care staff who know the residents well and who can offer them a consistent service. Since the last inspection the home and garden have benefited from various works of redecoration and refurbishment. What the care home could do better: The home is well managed and the areas we identified during this visit where further improvements could be made were already well known to the manager who had plans to address these. Detail of the activities enjoyed by service users should be recorded on their care plans so as to more fully evidence how their activity needs are met. Attention must be given to ensuring that all areas of the home and its furnishings are kept in a good state of repair. Key inspection report CARE HOMES FOR OLDER PEOPLE Jane Campbell House Waverley Road St. Albans Hertfordshire AL3 5ST Lead Inspector Jan Sheppard Key Unannounced Inspection 27th July 2009 10:00 DS0000019438.V376371.R01.S.do c Version 5.2 Page 1 This report is a review of the quality of outcomes that people experience in this care home. We believe high quality care should: • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care 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 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. Jane Campbell House DS0000019438.V376371.R01.S.doc Version 5.2 Page 2 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report Care Quality Commission General Public 0870 240 7535 (telephone order line) Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Jane Campbell House DS0000019438.V376371.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Jane Campbell House Address Waverley Road St. Albans Hertfordshire AL3 5ST 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) 01727 858 130 01727 799 964 j_cambell@quantumcare.co.uk www.quantumcare.co.uk Quantum Care Limited Julie Oakley Reid Care Home 54 Category(ies) of Dementia - over 65 years of age (54), Old age, registration, with number not falling within any other category (54), of places Physical disability over 65 years of age (54) Jane Campbell House DS0000019438.V376371.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 10/09/2008 Brief Description of the Service: Jane Campbell House is a care home providing personal care and accommodation for 54 older people. It is one of a number of homes operated by Quantum Care Ltd. The home offers single room accommodation on each of three floors; there is a passenger lift. Just over 50 of the rooms are below 10 square metres and are limited in layout because of built in wardrobe units. The bathrooms and toilets are appropriately situated throughout the home and fitted with appropriate aids. The home has well-maintained and accessible gardens. Jane Campbell House is set in its own grounds on a fairly steep road, in a quiet residential area of St Albans, to the north of the city and close to the City Hospital. A small parade of local shops is close by the foot of the hill. The bus stop for the local bus service to the City Centre is just outside the home. The Service Users Guide and the Statement of Purpose is available from the home and a copy of the most recently published inspection report is also available. Fees range from £437 to £570 per week and prospective service users can contact the manager for information about how care fees are calculated. Additional services such as hairdressing and chiropody are invoice separately and the management can provide information about the charges for these. Jane Campbell House DS0000019438.V376371.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 TWO STAR. This means the people who use the service experience good quality outcomes. The last inspection of this service was on 10th September 2008. This current unannounced inspection took place over eight hours on a weekday when two inspectors visited the service. This was a key inspection that focused on the key standards of the Care Standards Act relating to Older People. This report is written using accumulated evidence gathered prior to the inspection including information contained in the AQAA (Annual Quality Assurance Assessment) completed by the manager, information given in any pre-inspection surveys and also takes account of statutory notifications sent periodically to the Care Quality Commission by the home. A tour of the building was made, in depth discussions were held with the homes managers and the staff on duty were spoken with. We also met a number of people who use the service and with their visitors. Spot checks were made on a number of the homes records and care plans. What the service does well: The home provides good quality personal and health care to meet the individually assessed needs of each service user. The home is effectively managed and staff are trained and supported to enable them to provide a good level of service within a homely and safe environment. Without exception service users consulted confirmed that they were well cared for. One written reply said ’They treat people with care and kindness’, another service user spoken with during our visit said ‘I am quite happy here I’m really surprised that things are so good I’ve got no complaints’, and then added, ‘I am not kidding you I am really content here!’. A relative who completed a preinspection survey said ‘They take very good care of my relative in everyway. They are always kind and caring to our family and very supportive to us in difficult and sometimes emotional situations.’ The home had a noticeable relaxed and happy atmosphere at the time of our visit and the staff were observed to be assisting residents in an unhurried manner. Jane Campbell House DS0000019438.V376371.R01.S.doc Version 5.2 Page 6 Recruitment procedures for new staff are thorough with evidence that all the required checks are made to ensure the protection of the people who use the service. 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 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. Jane Campbell House DS0000019438.V376371.R01.S.doc Version 5.2 Page 7 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 Jane Campbell House DS0000019438.V376371.R01.S.doc Version 5.2 Page 8 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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 1, 2, 3, 4 and 5. Standard 6 is not applicable to this home which does not offer intermediate care. People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use this service can expect to have an assessment of their needs prior to entering the home and to have an opportunity to visit and assess the services offered for themselves. They will also have access to sufficient information about the home to help them make an informed choice. EVIDENCE: Jane Campbell House DS0000019438.V376371.R01.S.doc Version 5.2 Page 9 Good information about the home and the level of services offered is given to all prospective applicants. The homes brochure information was clear and informative and gave a good insight into life in the home. The Statement of Purpose was up to date and informative. All the service users have a contract and information concerning terms and conditions of residency. People wishing to move into the home will have a full assessment of their care and social needs carried out by the Manager who will visit them at their home or in hospital. Relatives or representatives may be involved in this assessment if the applicant wishes them to be. Information from medical and social care services are gathered so that the home can be fully informed about all aspects of the applicants needs. The records of two recently admitted residents were seen during this inspection and each had a pre admission assessment fully documented. Areas of care need that were covered included personal hygiene, diet, mobility, communication, medication and night care needs. Other information was about behaviour, likes and dislikes and relatives involvement in the care given prior to admission. Special furnishing needs and mobility aids were also noted and where needed areas of risk were appropriately assessed. Information given to us by relatives and during our discussions with residents confirmed that they had every opportunity to visit the home and assess the service before making the decision to move in. Several commented on the helpfulness of the staff in assisting them to settle in quickly. Jane Campbell House DS0000019438.V376371.R01.S.doc Version 5.2 Page 10 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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 and 10. People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use this service can expect to have their health and personal needs met in a dignified and respectful manner by staff who have a sound knowledge of their care needs and how these should be met. The home maintains a robust medication system and the medication policy practice and procedures protect the people who use the service from any medication error. EVIDENCE: Jane Campbell House DS0000019438.V376371.R01.S.doc Version 5.2 Page 11 Since the last inspection a new format for the recording of care plans has been introduced by the company and the plans in the home have gradually been transferred into this. The plans seen were structured and person centred and gave good detail of the assessed needs and how these should be met. Appropriate risk assessments are clearly documented and kept up to date. Better information is given about the person’s early social history and life interests and circumstances, this helps to enable the staff to interact more appropriately with the whole person as was and to ensure that their individual likes and dislikes can be accommodated. This has enabled better targeted care to be given to people who have some degree of dementia. The care plans were seen to contain a good level of detail about the actions required by staff to support the service users and to meet their assessed needs. References were seen that reminded staff to assist people to do as much for themselves as they possible could even if this took a little longer and another that reminded staff of the persons recent life style before entering the home were noted to evidence good practice. Residents spoken with and relatives reported to us that they were happy with the care received in the home including the good medical support. Most were aware of their care plans and confirmed that they were given the opportunity to sign these and that they could be involved with the review of these plans if they wished. The care plans examined contained clear records of contact with other health care professionals. The home told us that since the last inspection they have worked closely with visiting health professionals to ensure that a consistently good level of service is delivered to all the service users. One health professional who was spoken with during our visit said ‘things are much better now we work more closely together and any health concerns are quickly reported’. The staff were observed to be knocking on doors before entering bedrooms and bathrooms. Interaction between staff and residents was relaxed and friendly and several residents spoken with told us that their dignity was not compromised by poor practice. One resident spoken with said ‘they treat us all with care and kindness’. Part of the medication administration round was observed over the lunch period. Staff were seen to administer medication in a kindly manner giving explanation and working with the service user at their pace. The home has appropriate and secure storage facilities for medication including a cabinet for the storage of controlled medication a medication fridge and appropriate temperature control measures are in place. The medication administration record (MAR sheets) were seen to be recorded with good additional written explanation of any changed circumstances appropriate identification codes and a written explanation of variations recorded. A check of the controlled medication being administered on the day of our visit found that the amount of medication measured against the recorded amounts were correct. A record of the audit of the medication received into and disposed out of the home was Jane Campbell House DS0000019438.V376371.R01.S.doc Version 5.2 Page 12 also kept. Regular management reviews of the accuracy of all these records are carried out and where in the past errors had been found it could be evidenced that action had been taken and where needed additional training given. All the staff who administer medication have been trained and staff spoken with said that they felt confident to do this. The manager confirmed that refresher medication training is ongoing. Jane Campbell House DS0000019438.V376371.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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 and 15. People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People using this service can be assured that the home will provide them with a good lifestyle that offers choice and meets their assessed social and recreational needs. People using this service are offered a choice of nutritionally balanced home cooked meals. EVIDENCE: Since the last inspection additional activity organiser hours have been employed in the home and a more structured activity programme that is planned to meet the assessed activity needs of each individual service user has been introduced. Service users consulted all said that they had plenty to do some told us that they could choose which activities they wished to join in with and another assured us that their wish not to participate was always Jane Campbell House DS0000019438.V376371.R01.S.doc Version 5.2 Page 14 respected. One service user who likes to attend an external club is assisted to do this. The programme of activities available in the home was seen to be displayed around the building and this included music, quizzes, games, flower arranging, craft work, reading to the residents, gardening and watching DVD shows of old favourite movies. Staff told us that the clothing and footwear sales held regularly in the home were very popular as were the visits from the Pat a Pet organisation. Residents said that they enjoyed visiting the Saturday morning Café arranged in the home and those who were able told us of the visits to various shows at the Alban Arena and shopping trips to the St. Albans market. In the summer trips to village pubs for lunch are also arranged. Staff will assist service users who wish to do so to attend church services. The home benefits from the twice weekly visit of a hairdresser who has been attending the home for many years and who therefore knows many of the service users very well. The activity organisers keep independent records as to which activities have been attended and the level of enjoyment noted. The assessed individual activity needs of service users were now seen to be being recorded on their care plans but the evidence of what they had attended and how they had enjoyed the activities could not always been seen to have been recorded on their plan. During our visit the manager spoke of her awareness of the need to further develop appropriate activities for their service users with dementia. Comments we received about the food were generally very positive. The cook manager told us of her efforts to provide more choices and to also provide meals in a manner which would be more acceptable for the service users with dementia where the maintenance of a good nutritional input is so crucial. The serving of lunch was observed and it was seen that staff were assisting the more frail residents to eat going at their pace maintaining good eye contact and communicating with them closely. Picture menus would be advantageous for people whose reading skills have declined. The home has one large dining room and lunch is served in a single sitting. We observed that this produced a very noisy environment where there was a lot of activity and that this clearly agitated some of the service users. One service user who chose to have their meals alone in their room told us that they did this because of the general bustle and noise in the large dining room which meant that they could never enjoy a quiet peaceful meal with their friends and so therefore they chose to eat alone. Whilst the staff were appropriately assisting them with this choice it was clearly not the preference of the service user and did highlight the limitations of the one large dining room provision. The manager was aware of this limitation and we discussed with her ways in which this problem might be alleviated. Jane Campbell House DS0000019438.V376371.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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18. People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Practices in this home ensure that people who use the service can be confident that the policies and procedures in place will ensure that if they raise concerns about the service they will be listened to and can be confident that they will be protected from abuse. EVIDENCE: The home has a robust and effective complaints procedure and service users and relatives consulted knew who to talk to if they were not happy and wanted to complain. Several said that if they did need to raise any issue they would do so first with the homes manager whom they felt sure would sort things out quickly. One service user told us that ‘the manager is always very approachable her office door is usually open so we can visit at any time to talk with her.’ This was seen to be the case during our visit when several service users came to the office to speak with the managers. They were introduced to us it was explained why we were visiting the home and several then spontaneously spoke with us about their lives and the manner in which they Jane Campbell House DS0000019438.V376371.R01.S.doc Version 5.2 Page 16 were cared for. These residents seemed to be relaxed in their contact with the staff and empowered so as to confidently voice their opinions. The homes Statement of Purpose and Service Users Guide gives information about the homes complaints procedures and the expected time frame for any issues raised to be dealt with. Information as to how to access Advocacy services is also given. Information given to us in the AQAA, annual quality assurance assessment completed by the manager prior to this inspection told us that since the last inspection three formal complaints had been received and that all had been dealt with within the prescribed time frame. The home keeps a log of all compliments received and a number received since the last inspection were shown to us during this visit. They were complimentary about the services received and the manner in which care had been delivered. One said ‘the home took very good care of our relative they took all the worries from my sister and I and they always seemed to do everything for them and us very well however difficult the circumstances.’ The home has the Hertfordshire County Council Adult Care Services guidelines concerning the Safeguarding of Vulnerable Adults and a comprehensive Whistle Blowing policy to protect staff and residents. Staff spoken with confirmed that they were aware of these policies and of the steps that they should take if they suspected that abusive practice was occurring. The homes training records evidenced that training covering these subjects was up to date and that further up dating courses had been arranged. Incidents concerning the safeguarding of adults that had arisen since the last inspection were seen to have been dealt with according to the required procedures and where possible measures to prevent another incident had been put into place. The training records also evidenced that Mental Capacity Act training had been undertaken by the managers and some staff and that similar training was planned for all the remaining staff. The Manager recognises the importance of all staff understanding the implications of this Act for the care of their vulnerable service users. Mental Capacity is now noted in all new care plan assessments. Jane Campbell House DS0000019438.V376371.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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 19, 20, 22, 23, 24, 25, and 26. People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use this service benefit from a safe clean and hygienic environment which is well appointed with the appropriate facilities to meet their needs. The building is subject to a maintenance programme and is generally well maintained. Some areas where maintenance works were outstanding however detracted from the overall good standard. EVIDENCE: Jane Campbell House is an older building that has over the years been subject to a number of works of renovation and refurbishment. It now provides a comfortable and homely environment for its residents but lacks some of the Jane Campbell House DS0000019438.V376371.R01.S.doc Version 5.2 Page 18 design advantages that a more modern purpose built home might enjoy. Although none of the bedrooms have en-suite facilities and many are small, the service users spoken with all said that they were happy with their rooms and it was seen that they had been well personalised with their own small items of furniture pictures and ornaments. Specialist equipment was seen to be provided to meet their assessed needs. The home has an extensive maintenance programme and information given to us on the AQAA annual quality assurance assessment outlines a number of refurbishment and improvement works that have been carried out since the last inspection. New carpeting has been provided in some areas and many of the bedrooms and lounges have been redecorated; new chairs have been purchased for the lounges. Refurbishment works carried out in the garden have improved the access to this area for all the service users and many told us how they had enjoyed sitting out in the sun using the new garden furnishings and the sun room. A tour of the building identified that whilst most areas were attractive and well maintained some still looked shabby and somewhat neglected. The walls of some corridors were scuffed and in need of redecoration. The carpeting in these areas was also marked. The floors of several bathrooms and toilets were badly stained and in need of being replaced so as not to appear distasteful. In some bedrooms the soft furnishings were old and several beds were seen to be without valances which gave them an unkempt appearance. The extraction system for the smoking lounge which is situated opposite the front door is not used consistently and this unfortunately resulted in a very strong smell of smoke as one entered the home. The manager was aware of these deficiencies and explained that many were on the improvement works list for the next year. On the day of this visit the home was found to be clean and tidy. Since the last inspection the housekeeping arrangements have been strengthened following the appointment of a new senior house keeper and house keeping staff spoken with confirmed that this was an improvement and also that they had plentiful supplies of cleaning equipment and reliable equipment. These staff also demonstrated a good awareness of the need for maintaining good infection control measures at all times. The homes training records evidenced that infection control awareness training had been undertaken by all staff. The home has a good sized laundry with dedicated staff and no complaints were raised with us about the laundry service during this inspection. The kitchen had been subject to a successful environmental health inspection in June 2009. Jane Campbell House DS0000019438.V376371.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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 and 30. People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use this service can be confident that they will be supported by appropriate numbers of skilled and fully trained staff who have been safely recruited to give them protection and who are able to ensure the smooth running of the service. EVIDENCE: During this unannounced visit it was seen that there were sufficient staff on duty to meet the needs of the service users in an individual manner and that the number of staff tallied with the planned staff rota. Information given to us by the residents and their relatives confirmed that there are always sufficient staff to meet their needs in a timely manner. One resident said ‘they keep us well informed if there are any problems or any expected delays but things usually work smoothly’. During this visit staff were observed to answer call bells within a reasonable time frame and residents told us that they were always treated with respect and dignity. The staff were seen to be working well together as a team and to be providing support for the residents in a kindly and unhurried manner allowing them to do as much for themselves as it is Jane Campbell House DS0000019438.V376371.R01.S.doc Version 5.2 Page 20 safely possible for them to do. Staff were seen to be familiar with the needs of individual residents and a good rapport was seen to exist between them. The home is fortunate in being able to retain a very stable group of care staff many who have worked at the home for many years and who are able to offer a consistent service to the residents and give dedicated and loyal service to the home. Since the last inspection the senior team leader group has been subject to considerable change due to a number of staff retiring and others moving to other posts. Whilst these changes did prove disruptive new appointments have been made and the new staffing group is now more settled. Spot checks on the recruitment practices for three new staff showed that all the required checks had been made to ensure good protection for the service users. New staff commence duties only after appropriate CRB, criminal record bureau, checks have been received and they then complete an induction programme and work initially shadowing another qualified and experienced member of staff. Since the last inspection the number of staff holding NVQ qualifications has increased to over 65 and the home has benefited from having a number of NVQ assessors within the home. Staff spoken with said that they were well supported by the managers they received regular supervision and had good training opportunities. A training needs profile is kept for each member of staff and training is planned for each individually and an annual training needs profile compiled for the home. Jane Campbell House DS0000019438.V376371.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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35, 36, 37 and 38. People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use this service benefit from the sound management of the home and the homes person centred ethos ensures that it is run in their best interests. Administration practices in the home protect service users and promote a safe environment. EVIDENCE: The home benefits from a stable manager and deputy manager team who are well qualified and experienced professionals whose ethos is very clearly to put Jane Campbell House DS0000019438.V376371.R01.S.doc Version 5.2 Page 22 the needs of the residents first. Their confident and calm approach to their work positively influences the homely and relaxed atmosphere in the home. The registered manager has worked in this capacity for many years she holds NVQ qualifications at level 4 and the RMA registered managers award. She continues to update her training regularly and has recently completed training on the Mental Capacity Act. During this visit and our discussions she evidenced her clear view of the homes achievements and shortcomings and spoke of how these were to be improved. Her ethos to operate using an open door policy of encouraging feedback was seen throughout this visit and evidence from service users visitors and staff all confirmed that the home is now well managed that they are supported by their managers and that their opinions are listened to. The home has appropriate systems in place to enable good communication between the various groups of staff. Records of staff meetings residents and relatives meetings evidenced that these were properly planned and recorded and had a good range of participation which covered all aspects of care delivery and personal development. The home sends residents, relatives, staff and external stakeholders quality assurance questionnaires from which an annual report is compiled this being available for existing and potential service users. The company (Quantum Care) also holds periodic feedback Forums in the home when company directors visit to meet directly with residents, staff and relatives for discussion and feedback. The service users all have lockable spaces in their rooms for the secure keeping of valuables and money and where the home assists the service user with the keeping of their monies they were seen to be following Quantum Cares procedures with receipts and records of all transactions being kept. The home gives good priority to promoting the health safety and welfare of the service users through the regular maintenance of safety checks, training and record keeping. The records relating to the monitoring of water temperatures, fire safety testing and the safety checks for the servicing of the homes equipment were found to be regularly completed. Staff consulted reported that they had regular supervision meetings which they found helpful and enabled them to think about their own professional development as well as to talk through any day to day work problems. They all said that they felt well supported by their managers. Information given to us by the manager on the AQAA annual quality assurance assessment told us that it was planned that when the senior management team was fully staffed further improvements would be made to these supervision arrangements. Jane Campbell House DS0000019438.V376371.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 3 3 3 3 3 N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 3 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 3 x 3 3 3 3 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 3 3 x 3 3 3 3 Jane Campbell House DS0000019438.V376371.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. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations Jane Campbell House DS0000019438.V376371.R01.S.doc Version 5.2 Page 25 Care Quality Commission East Region Citygate Gallowgate Newcastle Upon Tyne NE1 4PA National Enquiry Line: Telephone: 03000 616161 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) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. 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