Care Home: Longroyds & Pilling House

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What the care home does well Everyone is very friendly; they make visitors feel welcome when they call at the home. People can go and have a look around the home and pick up information about the service provided. If they think it is suitable for them, they will be assessed before any decision is made about moving in. This is to make sure that their needs can be fully met. The care plans say what sort of care and support each person needs, this means staff have the correct information to look after people properly. Staff involve GPs and other health care professionals to make sure people`s health care needs are met. The medication system is well managed. This means that people get their medication at the right times. There are activities on offer for people to join in with if they want to. People living at the home and their relatives like the staff. We asked people to tell us what the home does well; these are some of the comments we received: "Everything. The staff are a first class team and work together great. You can feel as you walk in that people care and residents are happy. Everything and everybody is clean and comfortable. The food is very good" "My mum is a different lady since arriving there" "This is a five star residence" "I am very pleased with the care given to my relative. Since moving there she looks happy and content" "I feel happy and relaxed knowing my relative is being looked after and am enjoying quality time with her" "Efficiency, friendliness, cleanliness" One of the health care providers told us " The home has good local links and reputation. Many people are from the area and choose to move there. The home is well led; they are prepared to look after people with complex needs. The staff are friendly and well informed. Care plans are thorough and up to date. Reports of and views about residents are completely reliable". What has improved since the last inspection? All staff have had adult protection training. Staffing levels have improved in the afternoons. Social care needs are documented. There is a new bath hoist. Staff training needs are easy to identify on the training matrix, this makes planning for training easier. The adult protection procedure has been amended as required. Gaps in the employment history of prospective staff are always checked out. A quality assurance system has been set up; which means people are now being formally consulted about the service provided. What the care home could do better: Employing a gardener would allow the handyperson to spend more time on redecoration and refurbishment of the two buildings. The damaged ceiling in the quiet lounge still needs to be decorated. CARE HOMES FOR OLDER PEOPLE Longroyds & Pilling House Pilling Lane Skelmanthorpe Huddersfield West Yorkshire HD8 9QE Lead Inspector Lynda Jones Key Unannounced Inspection 10th June 2008 11:15 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Longroyds & Pilling House DS0000068870.V365917.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Longroyds & Pilling House DS0000068870.V365917.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Longroyds & Pilling House Address Pilling Lane Skelmanthorpe Huddersfield West Yorkshire HD8 9QE 01484 861630 01484 860764 pilling.house@hillcare.net 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) Hill Care Limited Mrs Stella T Hunt Care Home 52 Category(ies) of Old age, not falling within any other category registration, with number (52) of places Longroyds & Pilling House DS0000068870.V365917.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 14th June 2007 Brief Description of the Service: Longroyds and Pilling House is registered to provide care and accommodation for up to fifty two older people. The accommodation is provided in two separate houses. The houses are situated in a rural location, in extensive grounds, in the village of Skelmanthorpe. There is some parking available in the grounds for visitors and there is level access to the entrance of both houses. Skelmanthorpe village has a good selection of shops and community facilities. Longroyds is a period property with a modern extension, which provides single en-suite rooms. The accommodation is on two floors. The first floor is accessed by either stairs or a stair lift. At Pilling the original property has been extended and modernised for its current use that includes a small group of sheltered flats and office space. The accommodation is on two floors. The first floor can be accessed by a passenger lift by people who have difficulty managing the stairs. Some of the original architectural features have been retained, adding character to the accommodation in both houses. The provider informed the Commission for Social Care Inspection on 10/6/08 that fees range from £350.76 to £570.00 per week. Additional charges include hairdressing, papers and magazines, toiletries and personal clothing. Information about the home and the services provided is available from the home in the statement of purpose and service user’s guide. Longroyds & Pilling House DS0000068870.V365917.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 2 star. This means the people who use this service experience good quality outcomes. A thematic inspection was carried out on 14 May 2008. This was a short, focused inspection that looked in detail at how the service makes sure people are protected from abuse. We found that the staff had received appropriate training and they knew about their responsibility to protect people in their care. People living at the home have confidence in staff and they feel safe living there. This key inspection took place to assess the quality of care provided to people living at the home. The visit was unannounced and was carried out between 11.15 am and 4pm. As part of the inspection process we looked at all the information we have received about the service since the last key inspection. Discussion took place with people who live there and with the manager and staff on duty. Care practice was observed, various records were looked at and a tour of the home took place. We sent surveys to a sample of people who live at the home, their relatives, and health professionals who provide a service to people living there. We received feedback from 5 people who live there, 8 relatives and 1 health professional. Everyone was very positive about the service provided, we have included some of their comments in this report. What the service does well: Everyone is very friendly; they make visitors feel welcome when they call at the home. People can go and have a look around the home and pick up information about the service provided. If they think it is suitable for them, they will be assessed before any decision is made about moving in. This is to make sure that their needs can be fully met. The care plans say what sort of care and support each person needs, this means staff have the correct information to look after people properly. Staff involve GPs and other health care professionals to make sure people’s health care needs are met. The medication system is well managed. This means that people get their medication at the right times. Longroyds & Pilling House DS0000068870.V365917.R01.S.doc Version 5.2 Page 6 There are activities on offer for people to join in with if they want to. People living at the home and their relatives like the staff. We asked people to tell us what the home does well; these are some of the comments we received: “Everything. The staff are a first class team and work together great. You can feel as you walk in that people care and residents are happy. Everything and everybody is clean and comfortable. The food is very good” “My mum is a different lady since arriving there” “This is a five star residence” “I am very pleased with the care given to my relative. Since moving there she looks happy and content” “I feel happy and relaxed knowing my relative is being looked after and am enjoying quality time with her” “Efficiency, friendliness, cleanliness” One of the health care providers told us “ The home has good local links and reputation. Many people are from the area and choose to move there. The home is well led; they are prepared to look after people with complex needs. The staff are friendly and well informed. Care plans are thorough and up to date. Reports of and views about residents are completely reliable”. What has improved since the last inspection? All staff have had adult protection training. Staffing levels have improved in the afternoons. Social care needs are documented. There is a new bath hoist. Staff training needs are easy to identify on the training matrix, this makes planning for training easier. The adult protection procedure has been amended as required. Gaps in the employment history of prospective staff are always checked out. Longroyds & Pilling House DS0000068870.V365917.R01.S.doc Version 5.2 Page 7 A quality assurance system has been set up; which means people are now being formally consulted about the service provided. 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. Longroyds & Pilling House DS0000068870.V365917.R01.S.doc Version 5.2 Page 8 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Longroyds & Pilling House DS0000068870.V365917.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 1, 2,3. 6 does not apply. People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are assessed before they move in. This tells the home about the type of support and care they will need. EVIDENCE: The home has a Statement of Purpose and Service User Guide, which gives people some information about the home. It is available on request from the home. Longroyds & Pilling House DS0000068870.V365917.R01.S.doc Version 5.2 Page 10 The manager said people are welcome to visit the home to see if their support and accommodation needs can be met there before making any decision about moving in. One person told us “I looked round and I liked what I saw. I felt quite happy to come here”. The care plans show that people are assessed before they move in. This is done to make sure that the home is the right place for them and that all of their needs can be met. The home does not provide intermediate care. Longroyds & Pilling House DS0000068870.V365917.R01.S.doc Version 5.2 Page 11 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 & 10 People who use the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to the service. Care plans are detailed; they outline the care and support that each person requires which should ensure that their needs health and personal care needs are met. Medication is safely managed. EVIDENCE: We looked at four care plans because we wanted to see what individual needs had been identified and what action staff are expected to take to meet these needs. The standard of the care plans is good because they provide details about the health and welfare needs of each person including the level of support they need from staff. Longroyds & Pilling House DS0000068870.V365917.R01.S.doc Version 5.2 Page 12 We asked people living in the home if they receive the care and support they need and if staff listened to them. From the surveys, everyone said that they did. People told us “I always get the care and support I need” and “I am happy with the support I get”. Relatives that completed a survey told us that the home was meeting the needs of their relative. They said “ The care staff at the home are excellent” “They have taken great pains to help my relative settle in and have supported her when she felt anxious” We asked people living in the home if they receive the medical support they need. All of the people that completed a survey said “always”. We could see from some of the plans that people are receiving health care from a range of people such as doctors, district nurses, dentists and opticians. Details of any visits are clearly documented in the care plan together with the advice given. In the surveys, relatives told us they were always kept up to date with important issues affecting their relative. These are some of the comments we received: “the carers always call and keep me up to date with doctors comments”; “I am kept well informed about how my relative is and if there are any issues that need addressing”. There are good systems in place for the recording, storing, administration and disposal of medications. Medication administration records are easy to follow, the records are signed by senior care staff when the give out medication. The manager carries out a monthly audit of medication; this is to ensure that medication is being managed safely and that the correct procedures are being followed. Longroyds & Pilling House DS0000068870.V365917.R01.S.doc Version 5.2 Page 13 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 & 15. People who use the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to the service. A range of stimulating activities are available and people are encouraged to make their own choices about how they spend their time. Relatives are welcome to visit at any time. EVIDENCE: In the surveys, people told us that there are activities for them to take part in if they wish. The staff organize quizzes, bingo and karaoke sessions that people enjoy taking part in. In the information the home provided us with before we visited, they told us they also have outside agencies coming in to provide activities. They said someone provides regular art and craft sessions, another person runs reminiscence sessions and an organisation called “Active Minds” visits regularly and provides a range of stimulating activities. Participation in activities is recorded in the care plans. Details of all activities are on display in the home. Longroyds & Pilling House DS0000068870.V365917.R01.S.doc Version 5.2 Page 14 A trip to Scarborough is due to take place soon which everyone is looking forward to; sixteen people are going on the trip, accompanied by a good ratio of staff to make sure everyone has the support that they need. We asked people if they liked the meals at the home, everyone said the food is good and there is plenty of variety on the menu. Meal times are not hurried and people confirmed that they can eat wherever they wish; some people prefer to have their meals in their own rooms. Visitors are made very welcome and can call at any time. Longroyds & Pilling House DS0000068870.V365917.R01.S.doc Version 5.2 Page 15 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16 & 18 People who use the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to the service. Complaints and adult protection issues are being dealt with properly. This means that staff are listening to people and keeping them safe. EVIDENCE: In May 2008 a thematic inspection took place to look specifically at how the service protects people from abuse and makes sure that they are safe. We found that people using the service are confident that they are being listened to by staff and that any concerns would be acted upon and put right. We asked the home to amend their procedure about safeguarding so that they clearly show that they support the local authority as lead investigators of any safeguarding investigation. They have done this. We also asked the manager to make sure that any gaps in employment history are always explored with prospective employees. This is now taking place. Surveys from people living at the home and their relatives indicated that they know how to make a complaint and they said they would speak to any of the staff if they had any concerns. One relative told us “ the procedure has been properly explained both in the written format and verbally”. Longroyds & Pilling House DS0000068870.V365917.R01.S.doc Version 5.2 Page 16 In the information provided before the inspection the home told us “We respond immediately to any comments or complaints. We are totally open and approachable”. Longroyds & Pilling House DS0000068870.V365917.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19 & 26 People who use the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to the service. People live in a clean, comfortable home. Some areas are in need of redecoration. EVIDENCE: All of the surveys completed by people living at the home said that the home is ‘always’ fresh and clean. A tour of both houses was undertaken which included looking at some peoples’ bedrooms. People are encouraged to bring personal possessions with them when they move in and to personalise their own space. Some people have done this very successfully with family photographs, pictures, ornaments, plants and flowers etc. Longroyds & Pilling House DS0000068870.V365917.R01.S.doc Version 5.2 Page 18 In the last report we said that Longroyds is particularly showing signs of wear and tear. The décor on some of the corridors needs attention, some of the wallpaper is peeling and wheelchairs have scuffed some of the paintwork. In last years report we mentioned the damaged roof and décor in the quiet lounge at Longroyds caused by a leaking roof. The manager said this had been attended to but was a recurring problem and the décor still needs attention. Bathing facilities have been improved; a new moveable hoist is in situ in one bathroom and a ground floor shower room has been completely re-furbished making it look more inviting and safe to use. The home employs one handy person to maintain and decorate the two houses and to maintain the extensive grounds. The gardens are very well looked after; maintaining the grounds during the growing season must be a full time job in itself, leaving very little time to focus on the tasks indoors. In the information we sent to the home before the inspection we asked the home what they could do to better the environment. They said, “due to the size of the property we could incorporate a gardener for the grounds”. We agree with this comment. Longroyds & Pilling House DS0000068870.V365917.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 & 30 People who use the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to the service. People’s needs are being met by staff that have been properly checked before they start working in the home to make sure they are suitable and safe to work with older people. EVIDENCE: Staff records were looked at in detail as part of the thematic inspection about making sure people living at the home are safe and protected from harm. This told us that staff recruitment is thorough and all of the required checks are being carried out before new staff take up post. At the last inspection in June 2007 we were concerned that there were not enough staff available in Longroyds between 2pm and 5pm, when there were only two people available. This has been reviewed and the number of staff on duty has increased which means that people’s needs can now be met. This is an improvement. Longroyds & Pilling House DS0000068870.V365917.R01.S.doc Version 5.2 Page 20 We asked people living at the home if staff are available when they are needed. Some people said “always” some people said “sometimes”. One person told us “ I have never needed anyone urgently but I am sure they would be available. “ The staff do answer the call system when required”. The manager is working on a training matrix, which shows at a glance what training staff have undertaken and what training needs to be renewed. She said 97 of all staff took part adult protection training in March 2008. All staff have had training in mandatory areas such as moving and handling, infection control and fire safety training. We asked relatives if they thought the care staff have the right skills and experience to look after people properly. They told us: “Nothing is too much trouble for the staff to do, all my relative has to do is ask” “ They are polite and thoughtful and very good at their jobs” “I feel confident that the staff are well trained and experienced and the care is extremely good”. Longroyds & Pilling House DS0000068870.V365917.R01.S.doc Version 5.2 Page 21 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35 & 38 People who use the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to the service. The home is well managed and is run in the best interests of the people living there. EVIDENCE: The manager has a number of year’s experience of working with older people in a residential setting. She has completed NVQ Level 4 and the Registered Managers Award. She also has a NVQ in Team Leading. Staff are very positive about the manager, they say she spends time working alongside them. They said the manager listens to what they have to say and she takes the views of all staff on board. She was described as approachable, Longroyds & Pilling House DS0000068870.V365917.R01.S.doc Version 5.2 Page 22 very fair and caring, and people respect her. Two members of the team said she has worked hard since she became the registered manager, setting good standards and making sure that staff can access the training they need to carry out their work. All staff receive supervision from the manager every two months; sessions are planned well in advance so that the rota is covered. Staff meetings take place regularly. A quality assurance system has been established since we visited last year. Surveys were sent out to relatives and given to people living at the home in May 2008. The response has been excellent, 29 had been returned by the time we visited. The results have not been collated because more returns are still expected, when this is done the results will be published and everyone will be given feedback. Those that were looked at indicated that people were very confident and pleased with the service provided. This concurs with the comments we have received in the surveys we sent out. The operations manager visits every month and reports on how the home is being run. She spends time with people living at the home and with staff to check that the home is operating well. The manager said she gets good support from her line manager. We have been provided with information about the maintenance and servicing of equipment, which indicates that records are up to date. Health and safety checks are carried out regularly. Longroyds & Pilling House DS0000068870.V365917.R01.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 3 3 3 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 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 2 X X X X X X 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 X X 3 Longroyds & Pilling House DS0000068870.V365917.R01.S.doc Version 5.2 Page 24 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1 Refer to Standard OP19 Good Practice Recommendations The ceiling in the quiet lounge at Longroyds needs to be redecorated. Longroyds & Pilling House DS0000068870.V365917.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection North Eastern Region St Nicholas Building St Nicholas Street Newcastle Upon Tyne NE1 1NB 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 Longroyds & Pilling House DS0000068870.V365917.R01.S.doc Version 5.2 Page 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. 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