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Care Home: Laurel Dene

  • 117 Hampton Road Hampton Hill Middlesex TW12 1JQ
  • Tel: 02089771553
  • Fax: 02089435470

Laurel Dene is a care home providing personal care and accommodation to up to ninety-nine residents. The home is registered to provide nursing care for up to twenty residents, and dementia care for up to 30 residents. The building is owned by the London Borough of Richmond and is leased to Care UK Partnership who manage and run the home. The home is located in Hampton Hill, close to shops, pubs, the post office, Bushy Park and other amenities. The home consists of a purpose built three storey building with six units. One unit provides specialist care for people requiring nursing input. Two units offer support to people with varying degrees of dementia. All bedrooms are for single occupancy and have en suite facilities. There is a passenger lift between all floors. The home has extensive, well kept and attractive grounds, which are easily accessible. The weekly charges for the service range from £515 - £850.

  • Latitude: 51.428001403809
    Longitude: -0.35100001096725
  • Manager: Ms Katherine Harman
  • Price p/w: £515
  • UK
  • Total Capacity: 99
  • Type: Care home with nursing
  • Provider: Care UK Community Partnerships Ltd
  • Ownership: Private
  • Care Home ID: 9510
Residents Needs:
Dementia, Old age, not falling within any other category

Previous Inspections

This may not be the latest inspection for this service as we are having techinical problems updating from CQC - please check directly on the regulators website for the most recent report; bestcarehome hopes to be back to regular updates shortly.

For extracts, read the latest CQC inspection for Laurel Dene.

CARE HOMES FOR OLDER PEOPLE Laurel Dene 117 Hampton Road Hampton Hill Middlesex TW12 1JQ Lead Inspector Louise Phillips Unannounced Inspection 5th December 2007 10:00a 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 Laurel Dene DS0000017378.V355527.R02.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. Laurel Dene DS0000017378.V355527.R02.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Laurel Dene Address 117 Hampton Road Hampton Hill Middlesex TW12 1JQ 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) 020 8977 1553 020 8943 5470 manager.laureldene@careuk.com manager.burroughs@careuk.com Care UK Community Partnerships Ltd Ms Katherine Harman Care Home 99 Category(ies) of Dementia - over 65 years of age (30), Old age, registration, with number not falling within any other category (69) of places Laurel Dene DS0000017378.V355527.R02.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. Weekly staffing care hours are 558 hours for 35 service users. Weekly staffing care hours are 558 hours for 35 service users, excluding laundry, cleaning and management tasks. This will provide 16.8 care hours per service user per day excluding night cover. Night cover arrangement is a minimum of one waking night staff per unit The activities co-ordinator is employed full time. The activities co-ordinator is employed full time and dedicates at least one third of his/her time towards providing Dementia related activities to the 15 service users with Dementia on a daily basis. 20 beds to be used for nursing The home can admit one named service user who has been diagnosed with mild dementia to the nursing unit within the home. 5th July 2006 2. 3. 4. 5. Date of last inspection Brief Description of the Service: Laurel Dene is a care home providing personal care and accommodation to up to ninety-nine residents. The home is registered to provide nursing care for up to twenty residents, and dementia care for up to 30 residents. The building is owned by the London Borough of Richmond and is leased to Care UK Partnership who manage and run the home. The home is located in Hampton Hill, close to shops, pubs, the post office, Bushy Park and other amenities. The home consists of a purpose built three storey building with six units. One unit provides specialist care for people requiring nursing input. Two units offer support to people with varying degrees of dementia. All bedrooms are for single occupancy and have en suite facilities. There is a passenger lift between all floors. The home has extensive, well kept and attractive grounds, which are easily accessible. The weekly charges for the service range from £515 - £850. Laurel Dene DS0000017378.V355527.R02.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This inspection took place over one day by three inspectors. One inspector spent time specifically carrying out a Short Observational Framework (SOFI) on Poppy Unit. This is an observational tool used to observe how people with dementia spend their time. Time was also spent talking thirteen staff, eleven residents and viewing paperwork. A tour of the premises was carried out and care records inspected. Information has also been gained from the inspection record for the home. What the service does well: What has improved since the last inspection? What they could do better: 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. Laurel Dene DS0000017378.V355527.R02.S.doc Version 5.2 Page 6 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 Laurel Dene DS0000017378.V355527.R02.S.doc Version 5.2 Page 7 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): 3 and 6 Quality in this outcome area is good. The residents are well assessed prior to moving to the home. This judgement has been made using available evidence including a visit to this service. EVIDENCE: A number of residents were spoken to, all who have lived at the home for varying amounts of time. Each residents’ reason for choosing to live at the home was different, one saying they had chosen it under the recommendation of their friend, another said their “…family had chosen the most suitable place for me…”. One resident spoke to us about their move to the home, stating that the staff and manager “…were wonderful in helping me to settle in…”. The care information for two residents recently admitted to the home was examined. Findings indicate that the home has a good process for assessing and admitting new residents, with appropriate referral information being Laurel Dene DS0000017378.V355527.R02.S.doc Version 5.2 Page 8 sought from the social worker, psychiatrist or other care professionals as necessary. The unit managers are involved in assessing new residents to the service, using the home’s own assessment format that provides good information about the residents social and medical history, personal care issues, and any lifting and handling needs. Intermediate care is not provided by the home. Laurel Dene DS0000017378.V355527.R02.S.doc Version 5.2 Page 9 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 and 10 Quality in this outcome area is good. The residents’ needs are met through attention to individual needs, preferences and care planning. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Residents said that they feel they get good care and support, one commenting that: ‘…they look after us well here…’, another saying that ‘…the staff are really kind and caring…’. A number of residents discussed openly with us the help they receive with personal care. Each spoke about how this is carried out in an unhurried manner by the staff, at the resident’s own pace and with respect to their privacy. During the inspection staff were seen to knock at bedroom and bathroom doors before entering. Observations gained via the SOFI, indicate that there is an overall good communication between staff and residents. Laurel Dene DS0000017378.V355527.R02.S.doc Version 5.2 Page 10 The care plans are maintained and updated on a computerised system, with a paper copy kept in each resident’s bedroom. This allows easy to access relevant information about the care and support needs of each resident. Ten care plans were looked at during the inspection. These cover significant areas such as personal care, communication, mobility, sleep and eating and drinking. Where relevant, there is care information regarding such areas as nutritional assessments, pressure area care, moving and handling, and falls assessments, including risk assessments and care plans around these to ensure safety. All care plans and healthcare assessments are kept up-to-date and reviewed monthly. The record-keeping in care plans varied around the home, with those on the residential unit much more person-centred than those on the nursing unit. Those on the nursing unit tend to focus on tasks and the physical care given to residents, with not much attention given to other aspects of the person. An example of this is that the assessment for one resident noted a number of times that they suffer from ‘severe depression’, though there was no care plan to address how the service is supporting them with this. In addition the recording of activities was inconsistent, with some entries made onto the ‘activities’ section of the care file, others under the heading ‘work and play’, and some people had no entries in this area, with no reason given for this. Developments are needed in the daily notes on the nursing unit, as staff were writing such things as ‘…had her medication…’, ‘…no shouting or calling for help last night…’, ‘…all personal care given…’. Which differed to those on the residential units, where a lot of detail is recorded about how each resident spends their day, and who they spent their time with, etc. These issues were highlighted to the manager during the inspection, who is aware of the improvements needed in this area. The previous inspection identified a number of shortfalls on the nursing unit, and these are continuing to be addressed by the home, with overall improvements made on this unit. A new nurse manager has also just been appointed to oversee the running of the unit, and they were seen receiving their induction on the day of inspection. The manager spoke about work she has been doing with the London Borough of Richmond, regarding equalities. She talked about her plans to work with Laurel Dene DS0000017378.V355527.R02.S.doc Version 5.2 Page 11 senior staff at the home to ensure that equality areas are well incorporated into care plans. The residents spoke about being able to access the dentist, chiropodist or optician whenever they want, with one commenting that: “…I see my doctor when I need to…”. A record of all healthcare appointments is maintained in the individual care files, and the staff discussed good links that the service has with primary care teams and local GP practices. Medication at the home is managed well, with appropriate storage and monitoring systems in place to ensure that this is given correctly. All staff who give out medication have received training on how to do this safely. Observations gained via the SOFI identified that two residents on Poppy unit were very drowsy and asleep a lot throughout the morning. This was highlighted to the manager and head of unit during the inspection and they said that this was due to the medication prescribed. It is recommended that a review of these residents medication is carried out to ensure the dosage does not affect their daily lives. Laurel Dene DS0000017378.V355527.R02.S.doc Version 5.2 Page 12 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 and 15 Quality in this outcome area is good. Residents have the opportunity to be involved in activities offered and are able to enjoy lunch in relaxed surroundings. This judgement has been made using available evidence including a visit to this service. EVIDENCE: “…Always something to do…”, “…go to bed when I want to…”,“…my daughter can visit anytime…”. These were comments from residents who say that they enjoy living at Laurel Dene. The home has two full-time activity co-ordinators who work throughout the week and one day each at weekends. The activity co-ordinators were on duty on the day of inspection and were seen arranging activities around the home with the support of the care staff. During the morning some residents were observed doing drawing and word games, enjoying this and interacting with the staff and each other. Laurel Dene DS0000017378.V355527.R02.S.doc Version 5.2 Page 13 One resident said: “…I like painting, art…”, and they discussed that they have the opportunity to do this at the home. Another resident said that they enjoy doing the exercises and going on trips to the surrounding parks. There are two games rooms for residents to use and the manager said that some residents have recently formed their own bridge club. Residents and staff were also looking forward to Christmas and talked about the celebrations laid on at the service, such as ceremony for turning on lights in the garden and theatre trip, and some of their plans to go and stay with family over the festive period. Good interactions were observed between staff and residents and with each other. And staff were seen to speak to residents in a genuinely caring and respectful manner. Residents are also enabled to walk freely around the corridors and between the lounges. The manager spoke about a new committee that has been formed by relatives and friends of residents living at the service, called Friends Of Laurel Dene (FOLD). She spoke enthusiastically about this, and how FOLD are very proactive in promoting activities and the rights of the residents. Comments from residents is that: “…food very good…”, “…good food, and can choose…”, “…good food with choices and an enjoyable variety…” The lunch was observed being served in the dining areas, though some residents preferred to have their meals in their bedroom. The food looked nutritious and appetising, with good portion sizes and plenty of cold drinks available to accompany this. Where necessary, staff were also observed sitting with residents to assist them to eat and drink. Laurel Dene DS0000017378.V355527.R02.S.doc Version 5.2 Page 14 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 and 18 Quality in this outcome area is good. There are systems in place to minimise risks to residents. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The service has a complaints procedure that is provided in the Service Users Guide and Statement of Purpose for the home. Of those spoken to, all the residents said that they would know how to make a complaint if there was something they were not happy about. The manager maintains a log of all complaints received, along with all actions taken and any correspondence relating to these. Staff records indicate that they have received recent training in elder abuse awareness and safeguarding adults, so to minimise risks to residents. Staff spoken to also had a good awareness of abuse issues and reporting procedures in the incidence of this. Laurel Dene DS0000017378.V355527.R02.S.doc Version 5.2 Page 15 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, 23, 24, 25 and 26 Quality in this outcome area is excellent. The home is attractive, homely and comfortable for the residents. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The standard of décor and cleanliness at Laurel Dene is of a high standard. Comments from residents is that “…the place is lovely…”, “bedroom very good, nice and clean, with clean sheets…” and “…a home from home…”. All communal areas and bedrooms are very clean and homely with pictures, with furniture and furnishings all of a very good standard. The home is spacious, with wide corridors throughout, en-suite bedrooms and a large garden for the use of residents. Laurel Dene DS0000017378.V355527.R02.S.doc Version 5.2 Page 16 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 and 30 Quality in this outcome area is good. The service provides training so that residents receive a good level of care, and recruitment procedures protect the residents. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Laurel Dene maintains a number of staff, most who have worked at the home for a number of years and have a good working knowledge of the residents, and working with older people. Feedback from residents is that staff are generally always available when they need them. The manager stated that the home is appropriately staffed to meet the needs of the residents, and there are also Registered General Nurses to meet the needs of the residents on the nursing unit. The home holds recruitment information on each member of staff. The staff files contain relevant information such as proof of identification, correspondence relating to offer of job, Criminal records Bureau check, statement of terms and conditions of employment, two references and record of the interview of staff. Laurel Dene DS0000017378.V355527.R02.S.doc Version 5.2 Page 17 All new staff receive an induction to the service which covers areas such as fire safety, first aid and lifting and handling. A record is maintained of all training done by staff, which includes the training listed above, plus care planning, end of life care, safeguarding adults and elder abuse awareness. Nurses are able to access more specialist training in wound care, diabetes and medication. Staff spoken to said that they are able to access individual training to enhance their personal and professional development. Staff are very positive about working at the home, and all spoke about how they enjoy their job, and how they feel there is good communication between management and them. Residents also commented that: “…all the people who work here are very good…”, ”…residents are treated well…” and “…the staff are very good…”. Laurel Dene DS0000017378.V355527.R02.S.doc Version 5.2 Page 18 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, 32, 33, 35, 36, 37 and 38 Quality in this outcome area is excellent. There is a committed and competent manager at the home who has helped to progress the service for the benefit of the residents. The record-keeping in residents files needs to be improved. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The improvements since the last inspection demonstrate that the home has a committed and competent manager who promotes the choices and interests of the residents and who sets good standards. Laurel Dene DS0000017378.V355527.R02.S.doc Version 5.2 Page 19 One resident commented that the manager is approachable, and that they “…can speak to her about any issues…”. Discussions with residents and staff during the inspection were positive, indicating that the manager is respected and well-liked by the those living and working at the home. One staff member commented that “…the manager is very, very supportive…”. Quality assurance is carried out by the service through annual questionnaires sent to relatives for feedback on various aspects of the care, service, furnishings and accommodation. Visits by the registered provider are also conducted monthly, and regular meetings are held with the residents. One-to-one supervision of care and nursing staff is carried out approximately every six weeks and there is also a support group for staff where any issues can be raised with Care UK via the staff representative. The home holds a personal allowance for some residents that is funded by themselves, their family or through social services. This money is used for when a resident wants to go shopping or use the hairdresser, etc. Six residents cash balance was checked and found to correspond with the records and receipts. The cash is kept in an individual wallet for each resident, in the safe. As highlighted earlier in the report, the record-keeping is generally a good standard, apart from some comments observed in the care records for residents. This was raised with the manager on the day of inspection, and a requirement made to address this. The home maintains records to demonstrate that appropriate health and safety checks are carried out on the fire system and equipment, water temperatures, gas safety and Portable Appliance Testing, etc. Laurel Dene DS0000017378.V355527.R02.S.doc Version 5.2 Page 20 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 X X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 4 14 4 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 4 4 X X 4 4 3 3 STAFFING Standard No Score 27 3 28 3 29 4 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 4 4 4 X 3 3 2 3 Laurel Dene DS0000017378.V355527.R02.S.doc Version 5.2 Page 21 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 OP10 & OP37 Regulation 12(4) Requirement The Registered Persons must ensure staff use appropriate terminology in written records regarding residents. Timescale for action 31/01/08 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. Refer to Standard OP9 Good Practice Recommendations The Registered Persons should ensure that a review of residents medication on Poppy unit is carried out to ensure the dosage does not affect their daily lives. Laurel Dene DS0000017378.V355527.R02.S.doc Version 5.2 Page 22 Commission for Social Care Inspection SW London Area Office Ground Floor 41-47 Hartfield Road Wimbledon London SW19 3RG 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 Laurel Dene DS0000017378.V355527.R02.S.doc Version 5.2 Page 23 - 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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