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Care Home: Malden House

  • 69 Sidford Road Sidmouth Devon EX10 9LR
  • Tel: 01395512264
  • Fax: 01395512264

Malden House provides accommodation and personal care for up to 19 older people. The property is a large detached and extended building, standing in large and wellmaintained grounds. It is situated in the Sid Valley approximately one mile from Sidmouth sea front. Bedroom accommodation for residents is on the ground and first floors, with a passenger lift to the first floor. All bedrooms are single occupancy. On the ground floor there is a loungedining room and separate smaller lounge. There is also a large conservatory that is used as a lounge. Copies of inspection reports can be requested from the home.

  • Latitude: 50.698001861572
    Longitude: -3.2360000610352
  • Manager: Miss Sharon Hunt
  • Price p/w: £550
  • UK
  • Total Capacity: 19
  • Type: Care home only
  • Provider: Hartford Care (Southern) Ltd
  • Ownership: Private
  • Care Home ID: 10170
Residents Needs:
Old age, not falling within any other category

Previous Inspections

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

For extracts, read the latest CQC inspection for Malden House.

Key inspection report Care homes for older people Name: Address: Malden House 69 Sidford Road Sidmouth Devon EX10 9LR     The quality rating for this care home is:   three star excellent service A quality rating is our assessment of how well a care home is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this full review a ‘key’ inspection. Lead inspector: Vivien Stephens     Date: 2 1 1 2 2 0 0 9 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. 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. Care Homes for Older People Page 2 of 29 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 29 Information about the care home Name of care home: Address: Malden House 69 Sidford Road Sidmouth Devon EX10 9LR 01395512264 01395512264 malden@hartfordcare.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Hartford Care (Southern) Ltd care home 19 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: The maximum number of service users who can be accommodated is 19. The registered person may provide the following category of service only: Care home providing personal care only - Code PC to service users of either gender whose primary care needs on admission to the home are within the following category: Old age, not falling within any other category (Code OP) Date of last inspection Brief description of the care home Malden House provides accommodation and personal care for up to 19 older people. The property is a large detached and extended building, standing in large and wellmaintained grounds. It is situated in the Sid Valley approximately one mile from Sidmouth sea front. Bedroom accommodation for residents is on the ground and first floors, with a passenger lift to the first floor. All bedrooms are single occupancy. On the ground floor there is a loungedining room and separate smaller lounge. There is also a large Care Homes for Older People Page 4 of 29 Over 65 19 0 Brief description of the care home conservatory that is used as a lounge. Copies of inspection reports can be requested from the home. Care Homes for Older People Page 5 of 29 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: three star excellent 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: Several weeks before this inspection took place we asked the home to complete an Annual Quality Assurance Assessment (AQAA). They completed and returned it by the date we requested it. The form gave us good information about daily life in the home and the way it has been managed. We also sent some survey forms to the home and asked them to distribute the forms to a random selection of people. We received three completed survey forms from relatives, carers and advocates, four from health and social care professionals, two from people living in the home and six from members of the staff team. All responses were positive about the home and their comments have helped us to form the judgments we have reached in this report. There were 14 people living in the home on the day of our visit plus 2 people who were in hospital and 2 people who were due to arrive later that day for a 2 week respite stay. Care Homes for Older People Page 6 of 29 This inspection took place over one day. We talked to the manager, four members of staff, and four people living in the home. The nominated Responsible Individual for the company who own the home was also visiting the home on an unannounced visit that day and we gave her feedback on our findings at the end of our visit. During the day we carried out a tour of the home. We also looked at many of the records the home is required to maintain including assessments and care plans for each person, daily reports, menus, records of medicines administered, health and safety records, and staff recruitment and training records. Care Homes for Older People Page 7 of 29 What the care home does well: What has improved since the last inspection? Many improvements have been made in the last year and this has resulted in a much happier atmosphere with staff appearing relaxed, confident and cheerful on the day of our visit. Staffing levels have improved and we were assured that there were sufficient staff employed to meet peoples care needs. The care plans contained much better detailed information about each persons health and personal care needs. There were good procedures in place to make sure the care plans were regularly reviewed and updated, and risk assessments were carried out to help staff identify any possible health problems. The home had good links with all local health and social care professionals and we received some positive comments from professionals about the care they have observed by the staff team. The way medicines have been stored and administered has improved. The records had been completed accurately and there were good systems in place to reduce the risk of errors or omissions. There were also good auditing systems in place to make sure any Care Homes for Older People Page 8 of 29 possible errors can be picked up and addressed quickly if necessary. The level of activities has improved. A new activities organiser has been employed who is enthusiastic and keen to provide a good variety of activities both on an one to one basis and for groups of people. More equipment has been provided to help staff move people safely including a hoist and specialist nursing beds. Staff have received training on how to use the equipment and the staff team felt confident that people were no longer being placed at risk of harm through lack of suitable equipment or inadequate staffing levels. A new person has been employed in the last year to carry out cleaning duties in the home. She has been able to demonstrate a pride in her work with all areas appearing bright and clean and free from any unpleasant odours. Staff have received training on infection control. The level of training for all staff has increased. The home now has a good level of staff who hold a relevant and nationally recognised qualification known as NVQ (or equivalent) and more staff were either in the process of obtaining a qualification, or of obtaining a higher level. We also saw evidence to show that staff have received a very good range of training on all health and safety topics plus many health related topics in the last year. This demonstrated very good practice. What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line 0870 240 7535. Care Homes for Older People Page 9 of 29 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 29 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 can be confident they will be given plenty of information and opportunity to visit and get to know the home before they move in. Thorough assessments have been carried out on each person to make sure the home will be suitable, and they will be able to meet all aspects of the persons care and support needs. Evidence: A few weeks before this inspection took place the home sent us a copy of their updated Statement of Purpose document. They had recently revised the document to give clearer and more detailed information about the home. They told us that this information will be given to every person along with a copy of their contract before they move in. Copies of the statement of purpose, residents guide and the last inspection report are displayed in the entrance hallway. The home also has an internet web site that gives an excellent range of information about all aspects of the home, including details (with photographs) of the whole staff Care Homes for Older People Page 11 of 29 Evidence: team, the current months activity timetable, and menus. We were told that every person who enquires about the possibility of moving in is encouraged to visit the home and have a meal if they wish. Respite stays are also offered. Each person has been assessed by the manager or deputy manager to check the home is suitable and that they will be able to meet the persons needs. We also saw copies of a form the home has recently introduced they have given to potential new residents or their family to complete. The form has been designed to give the home a better understanding of the persons preferred daily routines, their likes and dislikes, and a bit about their past. We looked at the assessments and initial care plans for two people who were due to arrive later that day. We found that thorough assessments had been carried out covering a wide range of personal care and health needs. The assessments covered each persons network of family and friends and the health and social care professionals who supported them. They had considered many of the potential risks each person may face, and any special measures the home might need to take to make them as safe as possible, including the provision of equipment. Each person has been given two copies of their contract of residence before they moved into the home. They have been encouraged to ask any questions about the home before deciding to move in. Care Homes for Older People Page 12 of 29 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. People can be confident they will receive the support and assistance they need with all personal and health care needs from a well trained and competent staff team who know and understand their care needs. Medicines have been stored and administered safely. Evidence: On the day of this inspection there were 14 people in the home with 2 people due to arrive later in the day. In addition there were 2 people in hospital. We looked at four care plan files to find out how the home had planned and organised the support each person needed. We also talked to four people living in the home and four members of the staff team to find out if the care plans were accurate and to find out if the care staff followed them closely. We found that, in the last year, the information in the care plans had been improved. Where specific support needs had been identified through the initial assessment or Care Homes for Older People Page 13 of 29 Evidence: through regular care plan reviews very clear guidance had been set out in the care plans to inform the care staff team about the way the person should be assisted with each specific task. The guidance was detailed and easy to follow. The care staff we talked to said they were happy with the care plans and they said the plans provided the right level of information and they felt confident they were giving people the assistance they wanted. At our last inspection we found the staff were extremely busy. During this inspection we found the staffing levels were much better and we observed staff spending time talking to people and offering respectful and dignified support. The staff responded to call bells promptly and there was a happy and relaxed atmosphere throughout the home. The care staff we talked to said they were confident they could meet each persons care needs with the current staffing levels. Care plan files contained good evidence of all health care needs. We saw records showing communication with doctors, nurses and health specialists. There were records of every visit or communication with health professionals and the care plans had been amended to show any changes in care needs that have occurred as a result of the advice or treatment from the health professionals. We received positive comments from health and social care professionals who visit the home regularly including As the allocated Community Nurse I visit Malden House on a regular basis. I have always found the staff professional and insightful into residents needs. I have seen residents thrive in their care; one particular resident is a new man all down to the professionalism of the staff. Another health professional told us that Malden House is a lovely place to live. We saw good risk assessment procedures in place to check on potential health problems including skin care and pressure sores. People had been weighed every month. Staff have received training on specific health topics including pressure areas, dementia, and palliative care. We looked at the way the home has stored and administered medicines. At the last inspection we found there were a number of areas the home needed to improve in order to minimise the risk of error or harm. During this inspection we found much greater care had been taken in the receipt, storage, recording and administration of medicines. Staff have received training and guidance on the safe administration of medicines. We saw clear guidance to staff on the receipt of medicines received into the home. All Care Homes for Older People Page 14 of 29 Evidence: medications had been clearly counted and checked and there were good accounting procedures for all medicines not supplied in monthly blister packs and carried forward at the end of each month. The manager had recently introduced regular audits of the medicine stocks. We found the storage arrangements were safe and secure. Medicines were stored in a quiet room where staff were less likely to be interrupted. Current stocks were stored in a locked trolley, and excess medicines were stored in a secure cupboard. Controlled drugs were secured in a suitable cupboard and they had the correct recording system in place. Medicines that needed to be kept cool were held in a secure refrigerator. We looked at the information given to staff about each medicine administered. At the last inspection we recommended that the home should provide good information to care staff about each medicine prescribed, including clear information about as required medicines. At this inspection we saw some leaflets in the care plans about some medicines prescribed, but not all. Therefore, while the home had begun to act on this recommendation they needed to take further action to make sure care staff had good information about every medicine. Care Homes for Older People Page 15 of 29 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 have been offered a good range of activities and outings to suit most interests. Families and friends are encouraged to visit, keep in touch and to participate fully in the home People receive nutritious and tasty meals to suit their dietary needs and individual tastes. Evidence: The home employs an activities organiser 5 days per week to provide a range of activities to suit most people living at Malden House. We talked to the activities organiser and observed some of the activities provided on the day of our visit to the home. There was a monthly timetable of the activities planned for December, and a copy of this was also available on the homes internet web site. Some of the activities provided have included professional entertainers (magician, singers/musicians) quizzes and arts and crafts. A pianist visits every fortnight. They have also organised some group outings (although these have not been very successful due to poor weather on the day of the outings). They have escorted people Care Homes for Older People Page 16 of 29 Evidence: for walks in the local area. They have also provided a range of individual activities on a one to one basis including manicures, beauty therapy and massages. They have a range of board games, books, DVDs and jigsaw puzzles. A large screen television and DVD recorder has been provided in the small lounge and this has proved popular with many people living in the home. The home told us in their AQAA that they have organised Holy Communion services in the home on the first Friday of every month, and visits from the Catholic priest can be organised at any other time. They will meet any other cultural or religious need to meet all individual requests. The activities organiser told us she has spent time talking to each person to try and develop a range of activities to suit most people. Peoples views on the activities have also been sought through residents and relatives meetings. The home has encouraged families to keep in touch and participate in the home in various ways. Visitors are welcome to stay for a meal if they request. There is a quiet room where people can entertain guests if they want. The home also encourages relatives to attend the relatives meetings organised in the home. We were given a copy of the minutes of the relatives meeting held on 16th November 2009. We talked to the chef about the way meals have been planned. There was a four weekly menu rota The menus showed only one option for the main midday meal but the chef said he will always provide an alternative if people do not like the meal offered. He told us he knew each persons likes and dislikes and dietary needs and always adjusted the meals to suit each person. The printed menus included a statement at the bottom encouraging people to request an alternative if they wish. The staff went around to each person every day to ask if they want the main meal offered that day or if they wanted an alternative. Their choices have been recorded on pre-printed forms to provide evidence of the meals each person has chosen. The people we talked to during our visit to the home and those who completed a survey form before the inspection told us they enjoyed the meals. They particularly praised the meals cooked by the full time chef. One member of staff told us about some of the things the home does well including A good choice of meals with fresh vegetables and fruit, with the choice of different options at both lunch and supper time, besides individual choices at breakfast. Three relatives who completed surveys also told us that the standard of food was very good. Care Homes for Older People Page 17 of 29 Evidence: The home provided a selection of fresh fruit to people. This was offered at lunch time or could be requested from the kitchen. Meat, fresh fruit and vegetables have been purchased from local shops to ensure they are fresh and of good quality. People were able to choose where they wanted to eat their meals. On the day of our visit most people chose to eat in the attractive dining area while a few chose to eat their meals in their rooms. Care Homes for Older People Page 18 of 29 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. People can be confident that all complaints or concerns will be listened to and acted upon promptly in accordance with current good practice recommendations. Evidence: The home told us they actively promote their complaints procedure and display it on the notice boards, include it in the contract of residence and in the written information given to people before they move in. They also have an audio version and the complaints procedure is available in 6 different languages. We looked at the record of complaints held in the home and found they had kept very good records of all complaints and grumbles, no matter how small, and we could see they had taken each matter seriously and acted promptly and appropriately each time. In the last year some concerns and allegations have been passed to the Commission relating to care provided by the home. Some matters have been passed to the home to be investigated through their complaints procedures. One matter has been dealt with by the Devon Social Services Safeguarding Team. The home has co-operated fully with this process and they have taken all action necessary to ensure people living in the home are safe. We have been satisfied that the home has a good understanding of current good practice in relation to complaints and concerns and have taken all matters seriously. Care Homes for Older People Page 19 of 29 Evidence: The staff team have received training on the protection of vulnerable adults. The staff we spoke to said they were confident that the management team would deal with any concerns or complaints promptly and correctly. The home has a whistle blowing policy. We also spoke to four people living in the home during our visit. They said they were confident they could speak to the manager or a senior member of staff if they had any concerns or complaints and these would be dealt with promptly. Care Homes for Older People Page 20 of 29 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. People live in a clean, safe, attractive and comfortable home that has been well maintained. Evidence: We carried out a tour of the home and looked at a random selection of bedrooms, plus all communal areas, the kitchen, laundry and bathrooms. We found all areas had been well maintained, and were clean and comfortable. Most bedrooms we saw were for single occupancy, although one room was available for a couple who have requested to share a room. People have been encouraged to bring pictures and furniture to personalise their bedrooms. Many rooms have en suite facilities. A vacant room had been redecorated and new furniture and furnishings had been provided since the room was vacated. The gardens were attractive and well maintained gardens and provided places to sit or walk during warmer weather. The garden has won many awards in the past including the Gold Award in the Sidmouth in Bloom competition earlier this year. All areas of the home have been well maintained. At the time of this inspection the heating in the conservatory was faulty and we were satisfied that action was being taken to try to rectify the fault. Alternative heaters were being used on a temporary Care Homes for Older People Page 21 of 29 Evidence: basis to warm the conservatory until the heating could be repaired. The home has employed a cleaning person in the last year. At our last inspection we found many areas were in need of cleaning due to a lack of cleaning staff. At this inspection we found a significant improvement with all areas appeared clean, bright and airy. The new cleaning person demonstrated a pride in her work and this had been recognised by people who lived in the home and their visitors. In the last year a shower room on the ground floor has been refurbished and significantly improved. The room appeared bright, modern, clean and safe. At the last inspection we found the staff were following unsafe practice by moving people without the correct equipment. This has been addressed in the last year. New moving and handling equipment has been purchased including hoisting equipment and specialist nursing beds. The staff have received training on the use of the equipment. There is a shaft lift between the ground and first floors and many areas have been ramped to help people move around the home more easily. The laundry room was in good order. All laundry had been kept up to date and there was no backlog. The room appeared clean and tidy. All staff have received training on infection control in the last year. Care Homes for Older People Page 22 of 29 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People receive the support and assistance they need from sufficient numbers of experienced and well trained staff. Evidence: On the day of this inspection there were 14 people living in the home plus two people who were in hospital and a further two people who were due to arrive later in the day for a two week respite stay. During the morning there was the manager, three care assistants, the cook, the cleaner, the gardener/maintenance man, and the activities organiser working in the home. This represents a significant improvement on the staffing levels we found during our last inspection. We found that the atmosphere was relaxed and cheerful and the staff were positive and welcoming. Call bells were answered promptly. We talked to four people living in the home and four members of staff and they all said the staffing levels were sufficient to meet peoples care needs. We looked at the way new staff had been recruited in the last year. We looked at four employment files and found that the home had taken good care to obtain at least two satisfactory references and a criminal records bureau check before the staff had begun working in the home. In some instances the home had received up to four references before deciding that the person was suitable for the post. This demonstrated good practice. Care Homes for Older People Page 23 of 29 Evidence: All new staff have received induction training at the start of their jobs to meet national recommended standards. We were given a copy of a training matrix that showed the range of training provided to all staff in the last year. It showed the dates training had been provided and where updates were due. The staff we talked to said they had received lots of training in the last year and that they had received training every month. Topics have included all relevant health and safety topics, plus health and social care related topics including pressure areas, medication, dementia, confidentiality, palliative care, mental capacity act, and the protection of vulnerable adults. At the time of this inspection 8 members of staff held a relevant qualification known as NVQs to at least level 2 (some also held level 3). In addition 4 members of staff were in the process of obtaining this qualification. This represented a significant improvement in the last year. The manager said she aims to supervise each member of staff approximately 6 times a year. Staff meetings have been held every 3 months. We talked to 4 members of staff during our visit. They were positive about their work and said that many improvements have been made in all areas of the home in the last year. They were happy with the level of support they have received and said there was good teamwork and a family atmosphere in the home. They were happy with the level of training they had received and said the level of equipment had improved. Care Homes for Older People Page 24 of 29 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is well managed. Peoples views have been sought and acted upon in order to constantly check and improve the quality of the services provided. The home has taken all reasonable measures to protect staff and people living there from the risk of accident or harm. Evidence: The manager, Sharon Hunt has worked in the home for over 2 years. She has been registered with the Commission and we are satisfied that she is suitably qualified and experienced. The home has a range of processes in place to check the quality of the services they provide. This has included regular questionnaires to people living in the home and their families to find out their views on all aspects of daily life at the home, the facilities and services. The results have been collated and a copy of the results was left on the table in the main lounge/dining room. In addition there have been residents and relatives meetings. A representative from the company who own the home has Care Homes for Older People Page 25 of 29 Evidence: visited the home at least once a month to carry out thorough checks on all aspects of the home and their findings have also been incorporated into the quality assurance process. Secure lockable storage has been provided in all bedrooms for people to safely store cash and valuables if they wish. At the time of this inspection the home did not hold any cash on behalf of people living in the home. If requested the home will pay for regular items such as hairdressing or chiropody and they will invoice people for these items once a month. We looked at some of the homes records on health and safety including the fire log book and staff training. In the last year the home has been inspected by the fire authority and a number of requirements were made. The manager told us that most areas have already been addressed, including a fire risk assessment completed by a specialist company. Some doors that did not meet current fire requirements had not yet been replaced due to their unusual size, but we were told that they had found a supplier and the doors were in the process of being ordered. We checked the fire log book and found that all equipment had been regularly checked and serviced. The home told us in their AQAA that safety checks and maintenance had been carried out on all equipment in the home. They have assessments on all substances hazardous to health (COSHH). They have policies and procedures in place on all relevant topics including health and safety topics. Care Homes for Older People Page 26 of 29 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 27 of 29 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 10 The homes recording systems should clearly set out any special information about medicines, including medicines that are prescribed on an as required basis such as sedatives or pain relief. The care plans should explain when these medicines should be given and there should be a review mechanism in place to ensure the medicines have been given correctly. Care Homes for Older People Page 28 of 29 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 29 of 29 - 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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