Care Home: Lavender House Care Home

Similar services:

• Chirnside House
• Keer Sands Residential Home
• Ruskin Lodge
• Bushell House
• Langrigg House
• Parkside
• Dystlegh Grange
• Thornton Lodge

What the care home does well The information about how the home works and who it is for (the statement of purpose and service user guide) provides clear information. People who are interested in moving into the home and their relatives/other representatives are able to visit Lavender House before making a decision about moving there. Information about the needs of the people who come to live in the home is provided by the local authority. This all helps to make sure that the person`s needs can be met at the home. The healthcare needs of the people living in the home is monitored and advice and guidance is sought from doctors, nurses and other healthcare professionals as required. This helps to make sure that people living at Lavender House stay as healthy as possible and receive any medical treatment or advice they may need. There is a complaints procedure for Lavender House so that people who live there, their relatives and other people visiting the home know how to raise any concerns about the home they may have. There are also procedures in place, including safeguarding adults procedures, to make sure that people living at Lavender House are protected from possible abuse and harm. Lavender House is well maintained and there is equipment provided for those who have mobility problems so that people live in comfortable, safe and clean surroundings that are suitable for their needs. The manager provides training for staff to help make sure they have the skills needed to provide good quality care for the people living at Lavender House. She has the experience and knowledge to make sure that the home is run in the best interests of the people who live there. We received five completed comment cards from staff. They told us that the manager and senior staff are always available to give support and answer any questions. They also told us, `we have a complaints policy and procedure also have a comments box at the entrance of the home` and `the service helps everyone in a kind, caring polite manner`. What has improved since the last inspection? In the self assessment and information she sent to us before our visit, the manager confirmed that there is a rolling programme of redecoration and refurbishment for the home to make sure the standards of the surroundings are well maintained. She confirmed that staff training had developed and there is a programme of regular activities for people who live in the home to take part in. Action has been taken to reduce the risks to residents from falls and pressure care and strong links with GPs and other healthcare professionals have been developed to help make sure that people`s healthcare needs are being met. What the care home could do better: The records of the checks senior staff from the home make on people`s care needs before they move into the home should include more detailed information about the person wishing to live in the home. This is to make sure that there is as muchinformation as possible so that all the person`s needs can be met as soon as they move into the home. The care planning system used at the home should be reviewed to make sure that people`s care plans are kept up to date with full details of about what should be done to meet those needs. Staff should receive guidance and training on working with people with dementia to help them understand how to do this more effectively. Comments in the returned staff questionnaires included, `communication between staff could be improved, usually at hand overs from different shifts` and `more training`. Inspecting for better lives Key inspection report Care homes for older people Name: Address: Lavender House Care Home St Andrews Villas 68 Audley Road Alsager Stoke on Trent Staffordshire ST7 2QN     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Val Flannery     Date: 2 1 0 5 2 0 0 9 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 26 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 26 Information about the care home Name of care home: Address: Lavender House Care Home 68 Audley Road St Andrews Villas Alsager Stoke on Trent Staffordshire ST7 2QN 01270874696 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : t_lucking@yahoo.co.uk Mrs Catherine Lucking care home 20 Number of places (if applicable): Under 65 Over 65 20 20 dementia old age, not falling within any other category Additional conditions: 0 0 The registered person may provide the following category of service only: Care home only - Code PC, to service users of the following gender: Either, whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category - Code OP, Dementia - Code DE. The maximum number of service users who can be accommodated is: 20 Date of last inspection Brief description of the care home Lavender House is a converted three storey Victorian house set in its own grounds on the outskirts of Alsager, approximately half a mile from the main shopping area. The home is maintained in good order throughout and has good quality domestic style furnishings. Rooms that are used by the people who live in the home are on the ground and first floors only. Access to the first floor is via a passenger lift or stairs. There are eleven single and four shared bedrooms. Two of the single and one of the double bedrooms Care Homes for Older People Page 4 of 26 2 9 0 9 2 0 0 8 Brief description of the care home have en-suite facilities, and all remaining bedrooms are fitted with wash hand basins. There are two communal lounges, a separate dining room, three bathrooms, and seven toilets for us by the people who live in the home. Accommodation fees range from 460 to 470 pounds per week. Please contact the home for further details on fees and other charges Care Homes for Older People Page 5 of 26 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: The overall quality rating for the home is two stars. This means that the people who live in the home experience good quality outcomes. This unannounced visit, part of the inspection of the home, took place on the 14 and 21 May 2009. It was carried out by one inspector and took a total of 8 hours. The report will say we when referring to what we did and what we found because it is written on behalf of the Care Quality Commission. During the visit we spoke with the people living at Lavender House, their relatives, other visitors, the manager and staff to find out their thoughts about the home. We looked around the premises and looked at various records held by the home. The visit Care Homes for Older People Page 6 of 26 was just one part of the inspection. Before the visit the manager was asked to complete a questionnaire to provide up to date information about the home. CQC questionnaires were made available to people living in the home and staff so they could tell us what they think about the home. Our last inspection of the home was carried out on 15 May 2007. What the care home does well: What has improved since the last inspection? What they could do better: The records of the checks senior staff from the home make on peoples care needs before they move into the home should include more detailed information about the person wishing to live in the home. This is to make sure that there is as much Care Homes for Older People Page 8 of 26 information as possible so that all the persons needs can be met as soon as they move into the home. The care planning system used at the home should be reviewed to make sure that peoples care plans are kept up to date with full details of about what should be done to meet those needs. Staff should receive guidance and training on working with people with dementia to help them understand how to do this more effectively. Comments in the returned staff questionnaires included, communication between staff could be improved, usually at hand overs from different shifts and more training. If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 9 of 26 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 10 of 26 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People thinking of moving into Lavender House are given information about the home and have their care needs checked by staff from the home, so they know that their needs can be met there. Evidence: During our visit we looked at the information in the brochures that tell people how the home works and who it is for (service user guide and statement of purpose). These were on display in the entrance hall and family members visiting the home when we were there told us they had been this information before their relatives moved in. We also saw the completed documents that had been used to check the care needs of two people who had recently moved to live at Lavender House. The manager and/or senior members of staff had done these checks to make sure that each persons needs could be met at the home. However, they did not included detailed information about Care Homes for Older People Page 11 of 26 Evidence: the persons care needs that could be used to guide staff about what support the person needed when they moved in. A senior member of staff we spoke with told us that she had found out about the persons needs from their family and from staff in the service they were staying in when she visited them. The home had received copies of the assessments done by the local social services for these two people but these were not readily available for senior staff to consult. Care Homes for Older People Page 12 of 26 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Staff support the people who live at Lavender House with personal care and health care task so ensuring they are cared for in a manner that respects their privacy and dignity. Evidence: We looked at the care files of two people who live at Lavender House to help us check what their care needs were and how these were being met. The files included copies of assessments and information about the persons personal/healthcare needs. However, the records we saw were not always fully completed and some did not give any information about how the care needs that had been identified should be met. This was put right during our visit. The staff we spoke with during our visit told us that because the people living in the home are not aways able to communicate their wishes, they have relied on family members for details about their relatives. This information is not always recorded or included in the persons care plans. The records we saw showed that advice and guidance on the healthcare needs of the Care Homes for Older People Page 13 of 26 Evidence: people living in the home is sought from doctors and other healthcare professionals. Family members and other visitors to the home we spoke with during our visit told us they are kept informed by the staff of any changes in health of their relatives. During our visit we saw a member of staff contacting a pharmacist with prescriptions for the people who live in the home. We watched senior staff giving out medicines to people who live at Lavender House. We were told that none of the people living in the home take responsibility for managing their own medication. The medication administration records we saw were correctly completed. There are policies and procedures about the safe administration of medicines that are available for staff guidance to help make sure they give out the medicines safely, without error. We saw people who live in the home being cared for and supported by staff with personal tasks such as being helped to the bathroom, eating their midday meal and moving about the home. Staff were respectful to the people they were supporting and maintained their dignity. Care Homes for Older People Page 14 of 26 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who live at Lavender House are able to take part in activities so they can stay active and busy. They have choices about what they do during the day and about the food they eat, so they are able to enjoy a varied diet to keep them as healthy as possible. Evidence: During our visit, we saw the people who live at Lavender House receiving support from staff with daily living tasks such as moving about the home, getting to the bathroom and with their mid-day meal. Because the communication capabilities of the people living in the home is restricted due to their care needs they are not always able to express their wishes and choices. However, the care plans we saw did not have detailed information recorded on how peoples wishes and choices about their daily lives were to be met. The manager told us that staff try to arrange activities in the afternoon for people who live at Lavender House. She told us there is an activities co-ordinator for the home who comes in three evenings a week to organise various activities for people to join in before they go to bed. Care Homes for Older People Page 15 of 26 Evidence: Two relatives and two visitors we spoke with on the day of our visit told us they were able to visit the home as they wish and were made to feel welcome by the staff. They said they have no concerns about the care offered to the the people living in the home. They are kept informed of any incidents or accidents that may involve their relatives. Relatives and other visitors are able to meet with the people they are visiting in the privacy of their bedrooms if they wish. People who live in the home are offered at least two choices at meal times. On the day of our visit we saw that one person did not want either of the options on offer and they were provided with an alternative meal that they preferred. Staff helped people with their meals in an discreet manner. The meal time we observed was unrushed and calm so that people could enjoy their food at the pace they preferred. Care Homes for Older People Page 16 of 26 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There policies and procedures for complaints and safeguarding adults available for staff guidance to help make sure that the concerns of the people living at Lavender House are taken seriously and they are protected from possible harm or abuse. Evidence: A copy of the complaints procedure, which includes details on how to contact the Care Quality Commission, is readily available in the home. We checked the complaints record and saw that two complaints had been recorded since our last inspection of the home. Both these had been managed satisfactorily and had been resolved. The relatives and others visitors we spoke with during our time at the home said they knew about the complaints procedure and who to complain to. They said that they were satisfied that any concerns or worries raised would be taken seriously by the home and acted upon. There is an safeguarding adults procedure for the home that includes the guidance and procedures included in the local authoritys No Secrets. Staff training records we saw showed that twenty six of the homes staff had done safeguarding adults training during March, April and May 2009. The manager said no referrals have been made to social services under the local safeguarding adults procedures. Staff we spoke with on the day of our visit told us they would refer any concerns, complaints or allegations to the senior member of staff on duty or on call. Care Homes for Older People Page 17 of 26 Care Homes for Older People Page 18 of 26 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Lavender House is well maintained so the people who live there live in safe, comfortable and clean surroundings that are suitable for their needs. Evidence: Lavender House is in the village of Alsager, close to shops and other local facilities. During our visit, we walked round the home to look at the communal lounges, dining room, and some of the bedrooms. We also saw the laundry, bathroom and toilets and the areas leading to the bedrooms. The bedrooms we saw contained personal possessions belonging to the people who live in the home. that they had used to make their room more personal and homely. The home was clean, tidy and there were no bad odours. Relatives and visitors we spoke with told us the home is always clean and tidy. The laundry area is located away from the dining room and kitchen areas and is kept locked when not in use to make sure it is secure. The training records we were given showed that six staff had received training on infection control so they would know the procedures necessary to prevent infection from spreading. Care Homes for Older People Page 19 of 26 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People living at Lavender House receive care and support from staff who know them, have been vetted and have had training, so they are kept safe from possible harm and poor practice. Evidence: During our visit we checked the staff rota which showed us that there are normally three staff on duty during the day and evening and two waking staff on during the night. There are also kitchen and domestic staff on duty during the day. This appeared to be sufficient to make sure that the needs of the people living at Lavender House were met. The manager gave us information about the staff qualifications that showed eleven of the care staff had achieved a national vocational qualification (NVQ) in care at Level 2 or 3 and that four staff are working towards achieving this. These are nationally recognised qualifications for staff working in social care and show that they are competent to provide good quality care for people. The record we saw also showed us that staff had received training in fire safety, food hygiene, moving and handling, safeguarding adults, first aid and dementia care. Apart from the NVQ, most of the staff training is carried out in house by the manager who told us she had attended a training for trainers course. Care Homes for Older People Page 20 of 26 Evidence: We looked at the personnel files for two of the staff to see what checks had been done before they started working at Lavender House. The files showed us that references and criminal record bureau disclosures had been obtained to help make sure that the staff were suitable to work with the people who live at the home. Relatives and other visitors we spoke with during our visit to Lavender House told us the staff are caring and that they have not seen staff behave in a manner that would cause them concern. We also spoke with two of the staff who were on duty at the time of our visit. They said they receive support and guidance from the management team and that they would refer any complaints or other concerns to the senior staff on duty or on call. Care Homes for Older People Page 21 of 26 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is run by an experienced and qualified manager so ensuring it is run in the best interests of the people who live there. Evidence: We spoke with the manger during our visit to Lavender House. She is also the owner of the home and has been in charge there for over five years. She told us she has a nursing qualification, has achieved an NVQ Level 4 and obtained the Registered Managers Award. The training records we saw showed that she had attended a Training for Trainers course so she could provide training for the staff on fire safety, moving and handling, first aid and dementia care. The training record also showed that the manager has attended periodic training in order to update her knowledge on caring for older people. Relatives and other visitors we spoke to on the day of our visit to the home said the manager or another senior member of staff are always available to talk to. They also Care Homes for Older People Page 22 of 26 Evidence: said any issues or concerns they may raise on behalf of the people living in the home are taken seriously and acted upon. Staff we spoke with told us they receive support and help from the manager and that she or the deputy are always available if there are any problems. We saw copies of completed surveys about the care offered by the home which had been received from a social worker and nine relatives. They were positive about the home and the service offered. Whilst we were at Lavender House, engineers were also there carrying out a service on the passenger lift. We checked the fire safety log book which showed that a fire risk assessment was in place for the home, emergency lights are tested monthly, a fire alarm inspection was carried out on 29 December 2009 and that the alarms are tested weekly. We also saw a copy of the Gas Safety Certificate, dated the 30 May 2008, and a copy of a Food Safety Inspection Certificate which was dated 3 September 2008. These showed us that the systems, equipment and installations at the home are serviced and tested regularly to make sure they continue to be safe. Care Homes for Older People Page 23 of 26 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 24 of 26 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations 1 3 More detailed information should be included in the assessment of peoples care needs that is done before they move into the home. This will help to show that their needs can be met at Lavender House and make sure that staff have guidance on what those needs are. All staff left in charge of the home should have access to the full range of information about the needs of the people who live at Lavender House. The care plans should be more detailed and contain more information on how the care needs of the people in the home are to be met so that staff have the guidance they need on how to meet peoples needs in the way they prefer. Peoples preferences about their daily lives and their interests should be recorded in their care plans so there is clear guidance for staff to help them make sure that people are able to live their daily lives according to their wishes. These should be reviewed regularly so they are up to date. 2 3 3 7 4 12 Care Homes for Older People Page 25 of 26 Helpline: Telephone: 03000 616161 or Textphone: or Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 26 of 26 - 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. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!