Care Home: Manor Court

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What the care home does well The Anchor Trust has provided information about the services available in a variety of ways, to help people get a clear understanding of what they offer. People living in the home said the staff were kind, polite and caring. One person said she has "a great" relationship with the staff. Those relatives consulted said they were satisfied with the care provided at the home, one relative said "I`m very much at ease with knowing my aunt is receiving this excellent level of care". Leisure and social activities are well planned and provide interest and stimulation. People said how much they enjoyed these events particularly going out from the home. Meals were described as "excellent". No frozen vegetables other than peas are provided and therefore the vegetables provided reflect seasonal changes: some of the vegetables are grown in the garden.Manor Court is purpose built and as such provides a spacious well-equipped home. People value the self-contained accommodation as this supports their independence. What has improved since the last inspection? Staffing levels have increased to ensure the needs of people can be met in a consistent and unhurried manner. Care planning documentation has improved to provide a more detailed description of people`s care needs as well as their preferences. Staff receive individual supervision to ensure their work performance reflects Anchor Homes` principles, policies and procedures. What the care home could do better: The Deputy Manager and staff have worked hard to address the shortfalls identified in the previous inspection in June 2007 as noted above. Attention should be paid to improving the laundry arrangements in line with people`s wishes. A more easily accessible record of concerns and complaints should be kept to monitor the number and nature of issues raised and the action taken to resolve these. CARE HOMES FOR OLDER PEOPLE Manor Court 257 Blandford Road Efford Plymouth Devon PL3 6ND Lead Inspector Jane Gurnell Unannounced Inspection 20th February 2008 09:00 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 Manor Court DS0000003540.V357307.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. Manor Court DS0000003540.V357307.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Manor Court Address 257 Blandford Road Efford Plymouth Devon PL3 6ND 01752 768425 01752 785781 debbie.gardner@anchor.org.uk www.anchor.org.uk Anchor Trust 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) vacant Care Home 37 Category(ies) of Dementia - over 65 years of age (5), Old age, registration, with number not falling within any other category (37), of places Physical disability over 65 years of age (37) Manor Court DS0000003540.V357307.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. 3. DE(E) Category for a maximum of 5 residents only Age 60 yrs To admit one named Service User aged 55 years. Date of last inspection 15th June 2007 Brief Description of the Service: Manor Court is a care home providing personal care and accommodation for thirty-seven people, over the age of 60, who may also have physical disabilities, five of whom may have dementia. The home does not provide intermediate care. The home is owned by Anchor Trust, a national voluntary sector organisation. The home was opened in 1990 and is a purpose built, two storey building situated in the residential area of Efford. It is close to local shops and amenities and public transport is easily available. All the rooms are for single occupation and are on the ground and first floors. They all have a small kitchen area and en suite toilet facilities. Thirty-four rooms also have en suite level access showers. In addition to the en suite facilities the home has three well-equipped bathrooms, which contain baths, showers and toilets. Two of the baths are assisted, one with a Jacuzzi system. There are also two separate accessible toilets. There is a combined dining and lounge room on the ground floor and a smaller lounge room on the 1st floor. The home has two passenger lifts and all areas are accessible by wheelchair users. Parking space is available at the front of the home, as well as on street parking nearby. The home has a garden to the rear of the property, with a patio accessible from the dining room. The fee levels are between £500 and £525 per week, although these may vary depending on the individual needs of service users. Information about the service can be obtained from the home, and the most recent inspection report was on display in the entrance hall. Manor Court DS0000003540.V357307.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. This inspection was unannounced and took place on 20 February 2008 between 9 a.m. and 3:30 p.m. It involved a tour of the premises, and discussions with 20 people living in the home, a visitor, eight staff on duty, (four staff who were new to the home and undertaking their induction training), and the Deputy Manager. Time was also spent over the breakfast period specifically observing events and staff interaction with the people in the home. Care records, health and safety records, staff files and the medication system were examined. Additional information in the Annual Quality Assurance Assessment (AQAA) about the running of the service had been supplied by the home prior to the inspection. Prior to the inspection the Commission for Social Care Inspection sent surveys to 15 staff (1 was returned) and 20 people living in the home (6 were returned) to allow them to comment, anonymously if wished, about their views on the quality of the services provided. Comments were also received from two relatives following the inspection and these views are represented in the text. What the service does well: The Anchor Trust has provided information about the services available in a variety of ways, to help people get a clear understanding of what they offer. People living in the home said the staff were kind, polite and caring. One person said she has “a great” relationship with the staff. Those relatives consulted said they were satisfied with the care provided at the home, one relative said “Im very much at ease with knowing my aunt is receiving this excellent level of care”. Leisure and social activities are well planned and provide interest and stimulation. People said how much they enjoyed these events particularly going out from the home. Meals were described as “excellent”. No frozen vegetables other than peas are provided and therefore the vegetables provided reflect seasonal changes: some of the vegetables are grown in the garden. Manor Court DS0000003540.V357307.R01.S.doc Version 5.2 Page 6 Manor Court is purpose built and as such provides a spacious well-equipped home. People value the self-contained accommodation as this supports their independence. What has improved since the last inspection? What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Manor Court DS0000003540.V357307.R01.S.doc Version 5.2 Page 7 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 Manor Court DS0000003540.V357307.R01.S.doc Version 5.2 Page 8 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, 4 and 5. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Information for people considering moving to Manor Court is provided in a variety of ways. People’s needs are assessed before offering accommodation, to ensure that their needs can be met at the home. Intermediate care is not offered at Manor Court. EVIDENCE: Anchor Homes provided an attractive folder in which the home presents its Statement of Purpose and Service User Guide. Up to date information was given about the staff, organisation, and facilities, and includes comments from people currently living in the home. These were available in the home on request. Anchor Homes also provided information on a DVD, and have a website. The AQAA indicated that further development of this information was planned with Manor Court DS0000003540.V357307.R01.S.doc Version 5.2 Page 9 a talking book for those who are visually impaired. The most recent CSCI report was on display in the entrance hall. Two people had been admitted recently. Their care records were examined and it was seen that they had been visited by one of the management team who had gathered information about their care needs in order to assess whether their admission to Manor Court was suitable. Both these people said how happy they were at Manor Court and had settled in well. The assessment prior to admission not only includes people’s personal and physical care needs but also identified leisure and social interests, and religious and cultural preferences. The Deputy Manager said people considering moving to Manor Court and their relatives are welcome to visit the home prior to admission to meet others living there and staff, and have a look around the home. Both people newly admitted said that they had been invited to visit and spend time in the home. Manor Court DS0000003540.V357307.R01.S.doc Version 5.2 Page 10 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 and 11. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People can be assured that they will be treated with the respect, their right to privacy will be upheld and personal and health care needs will be met in the way they want and need. EVIDENCE: The pre-admission assessment was further supported by an assessment of each person’s abilities on the day of their admission; from both of these assessments a service user plan is developed. Service user plans are the documents that inform staff about each person’s care needs and how those needs are to be met. The plans for three people were examined, including those for the two people newly admitted to the home and one for someone with more complex care needs. These plans included a life history, medical history and the support necessary with respect to personal hygiene, healthcare, prevention of falls, and mobility. Risk assessments identified whether people were at risk of poor nutrition due to lack of appetite or illhealth, or skin breakdown due to frailty and immobility: these assessments identified actions to be taken to reduce the risks involved. Manor Court DS0000003540.V357307.R01.S.doc Version 5.2 Page 11 One person described how unwell he had been when he moved in and that he had been unable to walk, but thanks to the support of the staff his health had improved considerably and he was now able to walk: he demonstrated this by having a game of football with a member of staff. Other people confirmed that they felt very well supported by kind, friendly and caring staff. One lady said she had a “great” relationship with the staff. Throughout the visit staff were observed treating people with kindness, consideration and respect. There was evidence of joint working with health professionals. The District Nurse visited the home each day and was available to offer support and advice to anybody living in the home. Anchor Homes have a Clinical Support Team which provides advice and training to the staff team with regard to supporting people’s physical and mental health care needs: this training can be specifically designed for individual needs and is beneficial as this training is offered in the workplace. Further specialist support is provided by the Community Mental Health Team should that be necessary for people who have confusion related to their diagnosis of dementia. A number of staff had attended “end of life” training giving them a better understanding of people’s needs and wishes, and that of their families, towards the end of their life. People with terminal illnesses may remain at the home if the care staff supported by the District Nursing Team are able to continue to meet their care needs. Manor Court had a policy and procedure for the safe handling of medication. Staff were seen to be administering medication with care. A Senior Carer checked in each monthly order, oversees the proper running of the system and carries out a monthly audit. Records were accurate and reliable, including those of controlled drugs. PRN medicines (those given on request of the resident, mostly painkillers) were carefully recorded, including how many were given, and any reason if they were refused. There was a suitable system for storage and recording of controlled drugs. There was a secure fridge in the office, for any medications that need to be refrigerated, and all bedrooms contained fridges. A suitable risk assessment format is available to judge and record a person’s ability to look after their own medication. Most rooms have a lockable drawer in which people could safely keep medicines if they wished to do this. Bedrooms have a telephone connection, and some people have had a phone installed in their room. The office phone has a handset which may be taken to people’s rooms for incoming calls to be received in private, and there is a pay phone with large numbers in a booth providing privacy. Manor Court DS0000003540.V357307.R01.S.doc Version 5.2 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 and 15. Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. The routines in the home are relaxed, relatives and friends can be confident that they are welcomed and social activities are frequently arranged. Peoples’ dietary needs are catered for with a balanced and varied selection of food that meets peoples’ tastes and choices. EVIDENCE: All those spoken to said they were satisfied with their daily routines, including meal and bath times. However there was some frustration over which days they had their laundry done – people said their laundry “piled up” whilst and laundry was not always returned to the right room. An Activities Organiser works 4 days a week, included one evening a week. A programme of planned activities was detailed in the home’s monthly Newsletter and people said how much they enjoy these activities. Many described how much they had enjoyed the previous day’s visit to the Cinema, which are planned every 2 weeks. Other activities included Tea Dances at the local Church Hall twice a month; interactive music sessions; a weekly evening relaxation session; a cheese and wine evening; quiz evenings; visits from a Befriending Group: trips to the Bowling Alley and to the local pub. Also tickets Manor Court DS0000003540.V357307.R01.S.doc Version 5.2 Page 13 had been booked for 6 shows at the Theatre Royal and 4 musical events at the Pavilions. Exercises to music and cake baking took place during this inspection. The home has a link with a nearby school, and people have been invited to events there. Church members collect people to go to their local service. People were seen to be encouraged in activities around the home including simple housework tasks such as dusting and vacuuming, vegetable preparation, helping to lay and clear the tables and baking cakes. To the front of the home, flower beds had been planted with bulbs and people were able to pick flowers for their bedrooms: a vase of flowers was also placed on each dining table making this look a very attractive area. To the rear of the property vegetables were being grown and these were being used in the meals. There is a small lounge on the first floor that is made available for family visits. The quality and variety of the food was praised, many said it was “excellent”. Breakfast and lunchtime meals were observed. There was no set time for breakfast and throughout the morning people were seen to be offered individual pots of tea and coffee and jugs of milk, as well as a choice of cereals, porridge, fruit, toast and a cooked breakfast. People could have breakfast in their bedrooms if they wished. At lunchtime the meals were brought to the table for people to make their choice of roast lamb or turkey with a selection of roasted root vegetables and potatoes from the garden and cabbage, with bread and butter pudding for dessert. Alternatives of salads, sandwiches, soup and omelettes were offered. Special diets are catered for and, where required, nutritional plans are in place that follow advice given by doctors and dieticians. Cold drinks are fortified with vitamins to provide an additional source for people who may not obtain enough from their diet. Fruit was supplied, and people were given food to prepare as snacks or hot drinks in their own room. Manor Court DS0000003540.V357307.R01.S.doc Version 5.2 Page 14 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People can be confident that any concerns or complaints are treated seriously and that they will be protected from abuse. EVIDENCE: The complaints procedure and appropriate information is available in the entrance to the home and contained in the Service User Guide. All those spoken with, both people living in the home and their relatives, said that they know how, and to whom, to make a complaint should they need to. People had confidence in the newly appointed Manager and the staff team to resolve any issues as soon as they arise. People said they have no complaints about the home or the care they receive. Discussion with the Deputy Manager confirmed that all comments or complaints are investigated, no matter how small, and improvements made if required. A record was made in individual’s care plans should an issue or concern be raised. Staff members spoken with said that all staff are expected to attend training related to the protection of vulnerable adults and they were clear about reporting to a manager if they had concerns over someone’s welfare. There is a visitor’s book in the front hallway to record dates, times and names of all visitors to the home. Manor Court DS0000003540.V357307.R01.S.doc Version 5.2 Page 15 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Manor Court is well designed to promote people’s independence, with easy access around the building, and suitable equipment. It is pleasant and well maintained, and provides a choice of social areas. EVIDENCE: The home is purpose built, well maintained, spacious and adapted to accommodate people with physical disabilities. There are two shaft lifts, and four exits with level access to the grounds. The lounge and dining room are open plan and joined together. There is a smaller lounge on the first floor for minority activities or family gatherings. People said they enjoyed sitting out on the patio, and were interested changes to the garden. Manor Court DS0000003540.V357307.R01.S.doc Version 5.2 Page 16 The long corridors have been painted in distinctive colours and people can have pictures on their doors to help remember where they and which is are their room. Private accommodation consists of a self-contained flat with a front door with letterbox and spy hole, so people can check who is outside the door before they open it, should they wish to. They have doorbells with different sounds. Each flat contains a bed, comfortable seating and a kitchen area, as well as having en suite toilet facilities. Most of the flats (34 out of 37) also have en suite level access showers. All taps are thermostatically controlled to prevent the risk of scalds from hot water and the valves are checked weekly. Raised seats and grab rails had been provided in toilets as required. There is an assisted bath on the first floor which also has a popular Jacuzzi spa facility. There is an accessible shower in the same room. There is also a bathroom on the first floor which has an ordinary bath. It may be useful for someone trying out equipment before returning to their own home. On the ground floor there is another assisted bathroom, and two accessible communal toilets. There is a room for people to use for hairdressing and chiropody, which is good for privacy, hygiene and convenience. Bedroom doors are being fitted with well balanced closers, so that they will shut when the alarms ring, but otherwise will stay at any position they are put, so people are in no danger of being crushed, and can keep their door open if they wish. Each bedroom door has a suitable lock, so that people may have privacy and security with no danger of getting locked in. Most rooms also had a lockable drawer. The premises were clean and hygienic. The laundry had a good floor and tiled walls, making it easily cleanable. There was a dedicated worker to deal with laundry, and a system in place that would keep clean clothes separate from soiled linen. Some people commented that they felt their laundry wasn’t done frequently enough and it “piled up”, also clean laundry was not always returned to the right room. Manor Court DS0000003540.V357307.R01.S.doc Version 5.2 Page 17 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 and 30. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Staffing levels are now sufficient to provide a good and consistent standard of individual care. Staff are well trained and motivated to provide a good quality service. EVIDENCE: Staffing levels were the main area of concern for the 3 relatives consulted, although they recognised staff tried hard to care for everyone. One relative said “I have always found the staff to be excellent in every manner”. In the previous inspection it was observed that there were insufficient staff available to meet the needs of those living in the home. Relatives said they went for long periods of time before seeing staff and that staff didn’t have time to sit and talk to people. Following the previous inspection staffing levels were raised from 3 care staff to the current number of 4 during the daytime. However, the Deputy Manager said she and the Manager recognised that this needed to be improved further and more staff have been recruited. The Deputy Manager confirmed that once they have completed their induction training, further increases would be made to 5 care staff during the day. Care staff are supported by a Team Leader (Senior Care staff) as well as housekeeping staff and a laundress. The Manager, Deputy Manager, Administrative Assistant and catering staff were also on duty during the day. Manor Court DS0000003540.V357307.R01.S.doc Version 5.2 Page 18 Five of the newly appointed staff were on duty, one having just completed her induction training and 4 who were undertaking their training. The new staff and the existing staff said they felt well supported and enjoyed working at the home. People living in the home and the visiting relative spoken with said that they were confident that staff would now have more time to spend with people. Staff confirmed that they have been provided with various training sessions and courses including health and safety, first aid, manual handling and back care, fire safety, food hygiene, dementia awareness, person-centred planning, nutritional screening and National Vocational Qualifications. Designated staff had undertaken medication training to ensure they have a good understanding of safe administration practices. The files of three recently recruited staff were examined. All had written references, evidence that the candidate was not on the Protection of Vulnerable Adults (POVA) list, and an assurance by Anchor Homes that a Criminal Records Bureau clearance has been received. This process ensures as far as possible only suitable people are employed at the home. Manor Court DS0000003540.V357307.R01.S.doc Version 5.2 Page 19 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 32, 33, 35, 36, 37 and 38. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Management practices have improved and people are listened to. Manor Court is managed to ensure people feel safe and well supported in their home. EVIDENCE: The newly appointed Manager has been in post for one month but already has made a favourable impression upon the people who live in the home and the staff team. Both she and the Deputy Manager have achieved the National Vocational Qualification level 4 in Care and the Registered Managers’ Award; qualifications that recognise their skills in supporting older people and managing care services. Anchor Homes confirmed the Manager will apply to be registered with the Commission. Manor Court DS0000003540.V357307.R01.S.doc Version 5.2 Page 20 Anchor Homes has a management structure which is included in the information given in the Service User Guide and includes local support between each Home Manager as there are two other Anchor Homes in the Plymouth area. The organisation provided all policies and procedures, and support with environmental, financial, and human resource processes. Individual staff supervisions were undertaken by the management team to ensure each staff member is working to their full potential and is adhering to the Anchor Homes’ principles of person-centred care and policies and procedures. People living in the home and their relatives are formally consulted over the quality of the services provided: the results of the most recent consultation had been sent to Anchor Homes’ head office and weren’t available. The Deputy Manager confirmed that she and the Manager had a plan for development to ensure people received the service they wanted and paid for. There is a robust system for recording people’s money that is looked after in the office, but only the Manager and the administrator have access to it, so people can only have money when they are available. Not everyone wishes to use this facility as they have secure storage facilities in their room. Mandatory Health and Safety, Fire Safety and practice fire drills, First Aid and Moving and Handling training is provided ensuring staff know what action to take in an emergency. The Moving and Handling training is given in the dining room, which means that people can see staff practicing using the hoist and being hoisted, which may boost their confidence in the process. Manor Court DS0000003540.V357307.R01.S.doc Version 5.2 Page 21 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 3 3 X HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 3 DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 3 14 3 15 4 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 3 18 3 3 3 4 4 4 4 3 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 3 3 X 3 3 3 3 Manor Court DS0000003540.V357307.R01.S.doc Version 5.2 Page 22 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 OP26 Good Practice Recommendations Laundry practices should be reviewed to ensure laundry is washed as frequently as people would like and more care should be taken to ensure clean laundry is returned to its owner. A more easily accessible record should be kept to monitor the number and nature of issues raised and the action taken to resolve these. 2 OP16 Manor Court DS0000003540.V357307.R01.S.doc Version 5.2 Page 23 Commission for Social Care Inspection South West Regional Office Colston 33 33 Colston Aveune Bristol BS1 4UA 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 Manor Court DS0000003540.V357307.R01.S.doc Version 5.2 Page 24 - 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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