Care Home: Lennox Wood

What the care home does well The registered manager is well qualified, experienced and has high expectations of the standards of care for residents. The home promotes Equality and Diversity and the manager was able to give several good examples of how this is put into practice. A religious service is held monthly and the local priest also hold services. A small kitchen area for residents is being introduced in the activity room to enable them to maintain their life skills. Care plans are person centred involving the resident in writing and reviewing their plan of care. Training is provided that will assist staff in understanding different cultures, traditions and faiths. Comprehensive pre-admission assessments are carried out to determine whether the residents` needs could be met. Residents said they enjoy living at Lennox Wood and are happy here. There is an open, welcoming and friendly atmosphere with good communication between residents, staff and visitors. It was observed and confirmed by residents that staff are kind, patient and respectful. The expert by experience lady said, `There was excellent interaction between the staff and the residents. Staff spent time with the residents and no one appeared to be left out. Those residents with severe dementia were being cared for in a separate lounge where two members of staff are always present and interacting with the residents. Staff were giving touch therapy such as hand massage and nail painting. When a resident was talking to me she kept `forgetting` what she wanted to say. A member of staff encouraged her to remember by kindly telling her to `concentrate`. The resident was thus able to complete the conversation`. Residents` health care needs are met by a range of health professionals. Residents are encouraged and enabled to take part in activities suited to their preferences and capabilities. Activities are provided seven days a week. The expert by experience lady said, `Residents were able to tell me where they had been on outings and showed a board where photographs were displayed`. Residents said they liked the choice of varied wholesome food, which is of a high standard. Staffing levels are good and staff are well trained, supported and supervised. NVQ training is encouraged and 89% of care staff either have or are working towards the qualification. Good recruitment procedures are followed to ensure that residents are protected. Good quality assurance systems are in place to ensure that the service is continually reviewed and improved. The home provides a safe, well maintained, light, clean, welcoming and spacious environment for its residents. What has improved since the last inspection? The manager has now become registered with the CSCI. She and her team work hard for the residents` benefit and the home is well managed. Care plans are comprehensive, person centred, underpinned by risk assessments and regularly reviewed. Information in the AQAA confirms that all previous requirements and recommendations have been acted upon. Residents` comfort has improved by a more homely decor in some communal areas and the replacement of worn and damaged furniture. Larger sized dining tables of square design have been purchased to better meet the residents` needs. Residents` personal toiletries are now safely and hygienically stored in their bedrooms. Records are now stored in a manner that maintains confidentiality. The garden has been made safe for residents to use. What the care home could do better: In order to assist residents with processing information, it is recommended that wherever possible pictorial aids are made available to them. This in respect of menus, notice boards, service user guide and pictures on bedroom doors. It is recommended that the quality of pillows and towels is continually reviewed and a replacement stock available. The hairdressing room would benefit from upgrading and a clearout to provide a more pleasant environment for the residents. In order to ensure effective cleaning, the sluice room would benefit from some shelving so that items do not need to be stored on the floor. Ensure that all care staff receive Food Hygiene training. The manager in her AQAA stated that staff training in respect of palliative care and End of Life care is to be organised. Inspecting for better lives Key inspection report Care homes for older people Name: Address: Lennox Wood Lennox Wood Petham Green Gillingham Kent ME8 6SY     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: Lisbeth Scoones     Date: 0 3 1 1 2 0 0 8 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. the things that people have said are important to them: They reflect 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 28 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2008) 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.csci.org.uk Internet address Care Homes for Older People Page 3 of 28 Information about the care home Name of care home: Address: Lennox Wood Lennox Wood Petham Green Gillingham Kent ME8 6SY 01634263631 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Lesley Edwards Type of registration: Number of places registered: Kent Community Housing Trust care home 50 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia Additional conditions: The maximum number of service users to be accommodated is 50. The registered person may provide the following category/ies of service only: Care home only - (PC) to service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Dementia (DE). Date of last inspection Brief description of the care home Lennox Wood is purpose built on two floors with a basement that is used as separate offices and for training. There is a courtyard garden in the centre of the quadrangle building, which houses a sensory garden. The home is situated in a residential area close to local shops and amenities. There are local bus routes nearby. Gillingham and Chatham town centres are approximately 2 miles away where there are main line stations. The service has limited access to transport. The home has 46 single rooms and 2 shared rooms, none have en-suite facilities. To support care staff there are additional staff employed to undertake regular activities with the residents. Current Care Homes for Older People Page 4 of 28 Over 65 0 50 Brief description of the care home fees range from £456 to £ 482.80 per week. For more information about the fee and what it includes please contact the Provider. Care Homes for Older People Page 5 of 28 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: This key inspection was carried out on 3d November 2008. It comprised discussions with the registered manager, assistant manager, some of the staff on duty and conversations with a number of residents and visitors during the visit. The General Manager visited the home during the inspection. An accompanied tour of the premises was carried out, a lunchtime session joined and documentation examined in respect of care plans and risk assessments, staff rota, menus, staff and training files, training matrix and medication records. The manager was present throughout and a comprehensive feedback was given at the end of the inspection. An expert by experience was present for the morning part of the inspection. An expert by experience is a person who, because of their shared experience of using Care Homes for Older People Page 6 of 28 services, visits with an inspector to help them get a picture of what it is like to live in or use the service. She spent time observing and talking to the residents and staff and met with the cook. Her contributions to the inspection process are included in the report. Key Lines of Regulatory Assessment (KLORA) have informed the judgments made based on records viewed, observations made and written and verbal responses received. KLORA are guidelines that enable The Commission for Social Care Inspection (CSCI) to make an informed decision about each outcome area. The inspection was further informed by an AQAA (annual quality and audit) completed by the manager and by returned comment cards from 3 residents and 5 members of staff. Information thus received is incorporated in the report. The manager reported in the AQAA that the home had received 2 complaints, which were investigated and closed. In the near future, Lennox Wood is to be relocated to new premises. The last Key unannounced inspection was carried out on 20th November 2007. What the care home does well: What has improved since the last inspection? Care Homes for Older People Page 8 of 28 The manager has now become registered with the CSCI. She and her team work hard for the residents benefit and the home is well managed. Care plans are comprehensive, person centred, underpinned by risk assessments and regularly reviewed. Information in the AQAA confirms that all previous requirements and recommendations have been acted upon. Residents comfort has improved by a more homely decor in some communal areas and the replacement of worn and damaged furniture. Larger sized dining tables of square design have been purchased to better meet the residents needs. Residents personal toiletries are now safely and hygienically stored in their bedrooms. Records are now stored in a manner that maintains confidentiality. The garden has been made safe for residents to use. What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.csci.org.uk. You can get printed copies from enquiries@csci.gsi.gov.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 9 of 28 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 28 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. Residents are provided with comprehensive information about the services the home provides. Residents can be confident that they are appropriately placed due to good preadmission assessments and are able to visit the home prior to admission. Evidence: Residents and their relatives are provided with an information pack containing a brochure, Statement of Purpose and large print Service User Guide. It is recommended that the Service User Guide be made available in a user-friendly format such as a pictorial one. It was evident that residents are assessed by the manager or other senior staff prior to admission. This is done to ensure that the home can meet the needs of the residents. Care Homes for Older People Page 11 of 28 Evidence: Prospective residents, their families, advocates and relevant health care professionals are involved in the assessment process. Specialist advice is sought from external sources where required. Many of the residents at Lennox Wood have profound dementia and the home is working with Kent County Council to assess if they are still appropriately placed. Lennox Wood does not provide Intermediate care. Care Homes for Older People Page 12 of 28 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. Care plans and records of care provide staff with comprehensive regularly reviewed information about residents needs and how to care for them. Residents health needs are met with good liaison with relevant health care professionals. Residents are protected by the homes medication procedures. Minor recommendations were made in respect of record keeping. Residents are treated with respect for their privacy in dignity. Evidence: Each resident has a care plan and three were inspected in detail. Since the previous inspection these have much improved, are person centred and provide comprehensive information. Care plans are underpinned by risk assessments which are regularly reviewed. Staff write daily records and these are regularly audited. Staff spoken with Care Homes for Older People Page 13 of 28 Evidence: have a good understanding of residents individual needs and preferences. There is a key worker system that contributes to an effective exchange of information about residents health and welfare. Residents have ready access to health care professionals as necessary. Staff reported that they have a very good rapport with outside professionals such as GPs, district nurses, care managers, the dementia liaison team and memory clinic, chiropodist, dentist and optician. The manager said that the home has regular input from the falls clinic to ensure that the right support is in place to reduce the risks of falling. The inspector met with one of the visiting GPs. Residents weights are monitored regularly. A dietician is available for nutritional advice. There is a spacious clinical room, which is also used for the storage of large pieces of equipment. Medicines are only administered by staff who have been trained. MAR charts were examined and in general well maintained. An initials list is available. Most MAR sheets are computer generated by the pharmacist but some are hand written. It was recommended that two members of staff sign all handwritten transcriptions and that the correct codes for non-administration are used. Where a resident does not require a prescribed medication, a medication review should be requested. It was observed that medicines were administered in accordance with the homes guidelines. Residents feel that staff are kind and gentle, this was confirmed by observation and discussion with visitors. Staff treat the residents with courtesy and respect. A resident said, All staff are very helpful. Cut up my food. Everything is done for me. I only have to ask. Residents are treated with respect for their privacy and dignity. In respect of dignity, it was recommended that the hairdressing room was made more user friendly and that in shared rooms, it is clearly but discreetly identified which towels and toiletries belong to which resident. The manager reported that staff are soon to receive training in palliative care and End of Life care. Care Homes for Older People Page 14 of 28 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. Residents are provided with a good range of activities that meet their needs. Residents are able to maintain contact with family and friends. Dietary needs of residents are well catered for with a balanced and varied selection of food that meets their tastes. Evidence: Lennox Wood cares for people with varying degrees of dementia and lifestyles can be very challenging for some. Residents are offered choices where practical. When choice is not possible, full support is given taking into account each residents known preferences. The manager is a staunch advocate of person centred care as the residents individual needs are a priority. Life Histories provide staff with background information about residents interests and life styles. The expert by experience lady spent time with the residents in the lounge. There was a lively atmosphere with various activities taking place. Some residents with staff support were making Christmas table decorations, key rings and labels. Others were sitting and talking in small groups while yet others were painting or doing a jigsaw puzzle. Music was Care Homes for Older People Page 15 of 28 Evidence: playing in the background and residents were enjoying the atmosphere. One resident however said that there were not enough activities. The home has a designated activity co-ordinator who works hard to try to meet the social and recreational needs of the residents. Her interaction with residents is of very high standard. The expert by experience lady observed, In most lounges there were displayed pictures and articles which the residents probably had in their own homes. The home has access to transport for outings and entertainers visit Lennox Wood. Preparations are in hand for the festive season. Visitors said they feel welcome and can visit at any reasonable time. During the inspection a number of visitors were seen in the home and the visitors book records regular visits by families, friends and others. The design of Lennox Wood provides seating areas within various communal areas where residents can entertain their visitors, in addition to the privacy of their own room. There is a designated visitors room available. See standard 19. The expert by experience lady visited the kitchen and met with the cook and assistant cook. She observed, the kitchen was spotless and all the supplies for catering were stored in an orderly manner. Everything is marked and paperwork is kept up to date. There is a monthly menu with choices but other choices are offered as applicable. One resident, who only like shepherds pie, is offered it every day although other choices continue to be offered. The food was well cooked and presented. I had lunch, which was very nice indeed. Those residents confined to bed or not wishing to eat in the dining room are assisted with their meals slightly earlier than the lunchtime of 12.30 to enable staff to be free to be present in the dining room. Fresh fruit, snacks, hot and cold drinks are available at all times. Care Homes for Older People Page 16 of 28 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. Residents are protected by a sound complaints system and residents and relatives feel their views are listened to and acted upon. The home has robust adult protection policies and procedures to ensure that residents are protected from abuse. Evidence: The complaints procedure is readily available to residents and their relatives. They said they feel confident that they would be listened to and any necessary action would be taken. A visitor said: If Im not happy with anything, they always do what they can as quickly as possible. The Home keeps a record of all complaints received by them. The AQAA received prior to the site visit indicates there have been 3 complaints received by the home in the last 12 months. None were upheld and all were resolved in a timely manner. The Commission has not received any formal complaints about the home during that time. There are procedures for responding to suspicion or evidence of abuse or neglect to ensure the safety and protection of residents. The Manager and other staff spoken with have a sound understanding of safeguarding vulnerable adults procedures. There have been no alerts raised in the last 12 months. Staff are well supervised and have Care Homes for Older People Page 17 of 28 Evidence: received appropriate training. Care Homes for Older People Page 18 of 28 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. Residents experience a good quality of life and the environment is safe, hygienic, warm, spacious and well maintained. Evidence: Although purpose built, Lennox Wood is an old building. The Trust has plans for the relocation of the service. In the meantime, the environment is being maintained for the comfort and safety of residents. All areas visited were comfortably warm. The home was fresh and free from unpleasant odours. The decor of the lounge/dining room and surrounding corridors is more homely than during the previous inspection. Apart from the visitors room, which is not homely, all other communal areas are comfortable and inviting. Adding to the homely atmosphere is the presence of the two resident cats. A Pat Dog visits regularly. One of the lounge rooms is used as a wellequipped activities area. Bedrooms visited were in general homely with residents personal belongings. It was however noted that shared rooms were sparsely furnished. Since the previous inspection the following improvements have been made. Old and worn furniture has been replaced with new two seater settees, armchairs, small coffee tables, bathroom chairs and some new beds. Since the previous inspection the small, Care Homes for Older People Page 19 of 28 Evidence: round dining tables have been replaced by larger square ones with rounded corners. Toilets and bathroom doors have been provided with appropriate signage for residents benefit. Some residents doors have nameplates, but for some residents these were missing. The manager explained that this is being looked into. The use of pictorial nameplates was discussed. The manager reported that new curtains and bedcovers are on order as well as new flooring for the toilets. None of the bedrooms have an en-suite facility. Due to the relocation of the home in the very near future, installation of these is currently not being considered. Some towels and pillows were in need of replacement. The manager said these are on order. It was recommended that a replacement stock is always available so that worn articles may be replaced more quickly. Two bedrooms are registered for shared occupancy. At the time of the inspection, one of these was used as single occupancy. At the previous inspection it was recommended that the use of shared occupancy rooms be reviewed in view of the mental and physical frailty of the residents and their associated behaviours and care needs. Those people who share bedrooms are not able to make a positive choice to share with full understanding of the implications. The recommendation continues to apply. The expert by experience lady observed, A resident who was in danger of having falls was sitting in a specially adapted chair designed for his safety and comfort. Infection control is promoted. Liquid soap and paper towels have been installed in all communal areas. There is a sluice room with a disinfector. It was recommended that the room be kept as clutter free as possible to enable effective cleaning. It was further recommended that residents washbowls are hygienically stored. The laundry area provides a good and safe working environment. Since the previous inspection, residents personal toiletries are placed in their own individual lockable unit in their bedroom. In respect of shared bedrooms, it was recommended that a system be developed that indicates which unit and which towels belong to which resident. See also standard 10. The gardens and areas around the building have been improved and made safe. Residents have helped plant flowers in the garden and went to the garden centre to choose ornaments, which they painted themselves. Care Homes for Older People Page 20 of 28 Care Homes for Older People Page 21 of 28 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. Residents are cared for by sufficient numbers of staff who are well trained and supervised. Residents are protected by the homes recruitment process. Training is available to the staff providing them with the skills required to meet the needs of the residents. Evidence: Staff and residents confirmed that in general there are sufficient numbers of staff on duty to care for the residents. However two staff members said, At times it would be nice to have more staff so we could do more 1 to 1 with the residents. Spend a bit more quality time. There has been some recent changeover and 5 new staff have recently been employed. For the morning shift there are 9 to 10 care staff and 8 for the afternoon shift. The expert by experience lady concluded, Most staff have been at the home for a number of years and they say it is a very happy home to work in and are well supported by the managers. Residents and their relatives spoke very highly of the staff. Nothing is too much for them. They care for my relative well. A resident said, I feel happy and safe here. Care Homes for Older People Page 22 of 28 Evidence: Records seen indicate that robust recruitment procedures are in place and the home employs only staff that have been properly vetted. Staff are required to undertake a Skills for Care compliant induction programme. Staff are provided with comprehensive training relevant to the job they do. Over 50 of permanent staff have achieved an NVQ qualification. All team leaders have an NVQ 3. One team leader is doing NVQ 4. Dementia care training is continually provided and updated. Staff are aware of the Mental Capacity Act and further training will be provided. Courses are booked via the University of Canterbury, which include dementia care mapping and the management of challenging behaviour. See also standard 38. Each staff member has a staff training analysis sheet to record training courses they have attended and a training matrix is used to give a management overview of staff training needs. Staff spoken with said they enjoyed the training. A member of staff said, The more I learn the better . Care Homes for Older People Page 23 of 28 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 a manager who is experienced, qualified and has a high expectation of the standard of service to be given. The home is run in residents best interests. Staff are well supervised. Sound systems ensure that residents monies are safely managed. Through staff training and good monitoring systems the home ensures that residents health, safety and wellbeing is promoted. Evidence: Since the previous inspection, the manager had become registered with the CSCI. She has extensive experience in residential care, has acquired the Registered Managers Care Homes for Older People Page 24 of 28 Evidence: Award, NVQ level 4 in care, Certificate in Management Studies and Leadership in Dementia. The manager demonstrates a commendable commitment to delivering a high quality service. She is supported by an equally experienced and enthusiastic deputy manager. There are clear lines of accountability within the home and the Trust as a whole. Both managers were present and assisted the inspector throughout the visit. An administrator provides very efficient administrative support. The home employs catering, domestic, laundry, maintenance and activities staff. There is good weekend cover and additional evening hours for carpet cleaning. The atmosphere at Lennox Wood is relaxed. The deputy manager said what a big difference the registered manager has made since she took over. Both managers are hands on and ensure that they are available to speak with residents and staff whenever they wish. The open door policy was evident at this inspection. Residents popped in and out. The previous inspection reported sound systems of holding and recording residents personal monies. These were not checked at this inspection. Staff confirmed that they have regular supervision and attend staff meetings. In respect of quality assurance, a formal system (ISO 9001) is in place that ensures that the service is continually reviewed. The home holds Investment in People status. Residents and their representatives or relatives are regularly asked for their views. Relatives Forums are held. The manager monitors the quality of records made by staff with the aim of achieving a high level of consistency. Audits are carried out such as in relation to medication, care planning, cleaning schedules, accidents and complaints. A senior member of the Trust carries out formal Regulation 26 visits. The AQAA indicates that the Trust regularly reviews policies and procedures to ensure they comply with current legislation and good practice advice and that records of maintenance and safety checks are up to date. These were not inspected on this occasion Accident records were well maintained and the CSCI is made aware of any reportable incident in accordance with Regulation 37. Except for Food Hygiene training, all statutory training is provided with regular intervals. The manager said this is being addressed. Moving and handling training is provided in house. Care Homes for Older People Page 25 of 28 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 26 of 28 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations Care Homes for Older People Page 27 of 28 Helpline: 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 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. 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