Care Home: Mayfield Court

What the care home does well The home provides residents with quality care and support within an extremely pleasant environment. Staff are well trained and appropriately vetted to ensure the protection of residents. The home is managed to a high standard and the manager is well supported by staff, Directors and Senior Managers. Residents are actively encouraged to choose their own lifestyle and to make their own decisions. Record keeping is to a high standard and records relating to residents are clear and available in alternative formats where necessary. What has improved since the last inspection? The dining room, kitchen and other areas of the home have been extended since the last inspection. Residents said that the dining room was much better and provided them with more suitable space. A Quality Assurance Manager has been appointed and undertakes quality assurance audits within the home to seek the views of residents and other stakeholders to enable the home to improve and further develop. The resident`s activities plans have been reviewed and each resident now has an individual plan, together with evidence and information regarding events that they have participated in. Residents are now more actively involved in the running of the home. What the care home could do better: The home should continue to review the service provision, together with the residents, to ensure that the current high standard is maintained. Key inspection report Care homes for adults (18-65 years) Name: Address: Mayfield Court Youens Way Knotty Ash Liverpool Merseyside L14 2EP     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: Jeanette Fielding     Date: 2 8 0 5 2 0 1 0 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 Adults (18-65 years) Page 2 of 26 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 Adults (18-65 years) 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) © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. www.cqc.org.uk Internet address Care Homes for Adults (18-65 years) Page 3 of 26 Information about the care home Name of care home: Address: Mayfield Court Youens Way Knotty Ash Liverpool Merseyside L14 2EP 01512839090 01512839091 admin@mayfieldcourt.org Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Mayfield Fellowship Name of registered manager (if applicable) Mrs Carole Ackers Type of registration: Number of places registered: care home 30 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 physical disability Additional conditions: The registered person may provide the following category of service only: Care home only - Code PC. To service users of the following gender: Either. Whose primary care needs on admission to the home is within the following category: Physical disability Code PD. The maximum number of service users who can be accommodated is: 30. Date of last inspection Brief description of the care home Mayfield Court is a large purpose built single storey home that was built to provide residential care for 30 people with a physical disability. The home provides large flats with kitchen and sitting areas, rooms with en-suite bathrooms and eight high dependency flats with washing facilities. Generally the home is a non-smoking establishment, the staff cannot smoke anywhere in the home. If a resident does smoke staff support this in accordance with appropriate health and safety needs of the other residents in the home. The communal facilities include communal lounges, a dining Care Homes for Adults (18-65 years) Page 4 of 26 Over 65 0 30 Brief description of the care home room, a kitchen, laundry facilities and a sensory room. Both the kitchen and laundry facilities have staff employed to work in this area. There is a courtyard area that residents use as they wish. There are parking facilities to the front of the building. Mayfield Court is located in a residential area of Knotty Ash. There are some shopping facilities within walking distance and a main bus route within 5 minutes walk. Riverside Housing Association owns the property and the care is provided by the staff employed by the Mayfield Fellowship. Mayfield Fellowship is a charity based organisation and has a board of trustees that meet regularly in order that the home can be well managed. The trust does not own or have management responsibility for any other care homes. The manager has been in post for over 5 years and is registered with CQC. Fees for the service are on an individual basis and dependent on the assessed needs of the resident and the accommodation suitable to meet their needs. Care Homes for Adults (18-65 years) Page 5 of 26 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: three star excellent service Choice of home Individual needs and choices Lifestyle Personal and healthcare support Concerns, complaints and protection Environment Staffing Conduct and management of the home peterchart Poor Adequate Good Excellent How we did our inspection: This unannounced key inspection was undertaken in one day over a period of five hours. As part of the inspection process, all areas of the home were viewed including some of the residents bedrooms. Assessments and care plans were inspected together with staff records and certification to ensure that health and safety legislation was complied with. Observation of the interaction between staff and people who live at the home provided further evidence of the actual care given. The care files of four residents were case tracked to evaluate their care. Discussions took place with the Head of Care, care and domestic staff and residents. The Manager completed an annual Quality Assurance Assessment form to give additional information regarding the home. Care Homes for Adults (18-65 years) Page 6 of 26 What the care home does well: What has improved since the last inspection? 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 Adults (18-65 years) Page 7 of 26 Details of our findings Contents Choice of home (standards 1 - 5) Individual needs and choices (standards 6-10) Lifestyle (standards 11 - 17) Personal and healthcare support (standards 18 - 21) Concerns, complaints and protection (standards 22 - 23) Environment (standards 24 - 30) Staffing (standards 31 - 36) Conduct and management of the home (standards 37 - 43) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Adults (18-65 years) Page 8 of 26 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them, what they hope for and want to achieve, and the support they need. People can decide whether the care home can meet their support and accommodation needs. This is because they, and people close to them, can visit the home and get full, clear, accurate and up to date information. 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 the person 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The homes information pack is excellent and provides prospective residents with details of the services and facilities provided to enable them to make an informed decision about admission to the home. Evidence: The home provides a comprehensive information pack for prospective residents, their families and the multi disciplinary team. The pack includes the Statement of Purpose, Service User Guide, home brochure and relevant policies and procedures. The information pack ensures that all relevant persons have full details regarding the facilities and services provided by the home. All information is available in alternative formats. Prospective residents are encouraged to spend time at the home to enable them to view the service and to meet with staff and other residents. Overnight stays at the home are also encouraged to enable prospective residents to make an informed decision regarding their care provider. Care Homes for Adults (18-65 years) Page 9 of 26 Evidence: Full assessments are made on prospective residents by social workers and other healthcare professionals and by a senior member of the homes staff to ensure that all care, health and social needs are identified. This is to ensure that the home can meet those needs and provides the opportunity for the home to obtain any special equipment and to provide additional training for staff, where necessary, in preparation for the admission. One new resident was due to be admitted to the home and arrangements were being made for the home to be decorated and recarpeted in the colour scheme that the prospective resident had chosen. The information that the home had gathered regarding this prospective resident was extremely detailed and provided staff with full details regarding their needs and preferences. Care Homes for Adults (18-65 years) Page 10 of 26 Individual needs and choices 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 needs and goals are met. The home has a plan of care that the person, or someone close to them, has been involved in making. People are able to make decisions about their life, including their finances, with support if they need it. This is because the staff promote their rights and choices. People are supported to take risks to enable them to stay independent. This is because the staff have appropriate information on which to base decisions. People are asked about, and are involved in, all aspects of life in the home. This is because the manager and staff offer them opportunities to participate in the day to day running of the home and enable them to influence key decisions. People are confident that the home handles information about them appropriately. This is because the home has clear policies and procedures that staff follow. 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. Residents needs are met in a way that offers them choices to enable them to maintain their independence. Evidence: Individual care plans are prepared for each of the residents and it was evident that residents are actively involved in preparing their own plans. The plans identify each residents needs and abilities and provides staff with information on how to provide the level of care required whilst encouraging their independence, based on their wishes and abilities. A selection of plans were inspected and are written in a clear way that can be understood by all. Residents care plans are reviewed on a regular, planned, basis or on the request of the resident. The care files provide clear evidence that the residents are actively involved in the preparation of their own plans and any potential risks. Detailed risk assessments are undertaken and risk management plans are prepared to remove or reduce any risk according to each individuals wishes and abilities. Information is recorded regarding communication needs and abilities of residents to enable staff to understand phrases and actions to ensure that the Care Homes for Adults (18-65 years) Page 11 of 26 Evidence: residents can make themselves clearly understood. Records are maintained regarding visits to and by Doctors, Dentists, Chiropodists and all other Healthcare professionals and provide evidence that all residents care needs are addressed. Residents are consulted on all aspects of their lives within the home and the records provide evidence of this. One resident said I love it here. It is my home and I can do a lot of different things. I am going abroad on holiday again this year. Other residents said that they chose their own routines and could go out whenever they wanted as long as they told someone where they were going and when they expected to be back. Residents are involved in all aspects of their care and the running of the home and are also encouraged to participate in the recruitment of staff. Confidentiality is covered during staff induction training and is reinforced throughout the year at staff and resident meetings. Care Homes for Adults (18-65 years) Page 12 of 26 Lifestyle 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 can take part in activities that are appropriate to their age and culture and 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 and the home supports them to have appropriate personal, family and sexual relationships. People are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. Their dignity and rights are respected in their daily life. People have healthy, well-presented meals and snacks, at a time and place to suit them. People have opportunities to develop their social, emotional, communication and independent living skills. This is because the staff support their personal development. People choose and participate in suitable leisure activities. 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. A high number and range of social activities are provided to give residents the opportunity to participate in stimulating and meaningful activities of their choice. Evidence: Records held in the home, and discussion with residents, provides evidence that residents enjoy and active and stimulating lifestyle. On the day of the site visit, a number of residents were enjoying a game of Who wants to be a millionaire with the activities co-ordinator. This was on the large screen television in the Gallery area. It was evident that residents were having fun with the game as there was lots of chatting and laughter. The home employs an activities co-ordinator on a full time basis and an extensive programme of activities is prepared. Each resident has their own activities programme in addition to the group activities. Residents are actively involved in choosing their own activities and holds their own social plans. One resident showed the plan which included information regarding preferences, planned events, Care Homes for Adults (18-65 years) Page 13 of 26 Evidence: photographs and details of previous events and holidays. Residents use local shops, cinema, clubs, pubs and hairdressers as they wish. Some residents have recently enjoyed visits to Chester for the racing where one resident proved to be good in the choice of a horse, resulting in a win. A hairdresser visits the home and a dedicated hairdressing room is provided. A Beautician also visits and has proved to be very popular. Ministers visit the home and provide services for individuals and groups as required. Residents can attend services at local Churches if they wish. Eight residents are now Care Champions and recently attended a training event where one resident spoke to the attendees. Meals were observed to be relaxed and staff supported and assisted residents with dignity in an unhurried manner. Breakfast is taken whenever the residents wish and continues until about 11 am. A selection of individual packets of breakfast cereal are on display and residents choose the ones they want each day. Menus are printed and placed in holders on the dining table as a reminder for residents of the meal that they have chosen the previous day. Fresh flowers are placed on the tables and the dining experience is pleasant. The menus show that residents are offered a choice of meals and that a varied and balanced diet is offered. Special diets are provided and information regarding the special diets is held in the kitchen to advise and inform the chef. One resident said that the meals were good and that these were discussed at the residents meetings. Drinks dispensers, filled with juice, are provided in the dining room to enable residents and visitors to help themselves to refreshments at any time. A bowl of assorted fruit is provided to provide an alternative snack or dessert. The home provides a range of seating areas and one area is provided with a computer on a suitable computer table. Residents are free to use this and to access the Internet. The home is provided with Wi-Fi to give Internet access to residents who have their own computers in their bedroom. Residents are supported to prepare their own newsletter which provides information about events within the home and matters of interest to residents and relatives. The newsletter was seen to be informative and interesting and includes photographs of recent events. Copies of the newsletter are available within the home and also sent to interested parties on request. At the time of the visit, staff were encouraged to provide pictures of themselves when they were babies to be included in the next edition as part of a Guess Who quiz. Care Homes for Adults (18-65 years) Page 14 of 26 Personal and healthcare support 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 receive personal support from staff in the way they prefer and want. Their physical and emotional health needs are met because the home has procedures in place that staff follow. If people 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. If people are approaching the end of their life, the care home will respect their choices and help them to 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Medications are administered safely and arrangement are in place to support residents who wish to administer their own and thereby promote independence. Evidence: Residents are supported and provided with care by a well trained staff team who have full information about residents needs and preferences. A key worker system is in place and all residents are involved in choosing their key worker. Privacy and dignity are respected at all times and residents can choose the gender of their care giver. This preference is recorded in the care file. The staff have a good understanding of the need to respect and maint each residents right to choose and have control of their lives and remain as independent as possible. Information is recorded in care files of the residents preferences in the event of them becoming terminally ill or dying. One file clearly showed that the resident had requested to be cared for in the home and not to be admitted to hospital if they required end of life care and also detailed the funeral arrangements that the resident had chosen. Some residents administer their own medications and comprehensive risk assessments are undertaken to ensure that the residents can continue to do this Care Homes for Adults (18-65 years) Page 15 of 26 Evidence: safely. Secure facilities are provided in all bedrooms for the storage of medications. Aids and adaptations are provided to enable residents to deal with their own medications and are provided following a full assessment of abilities. Residents, who administer their own medications, sign for receipt of the medications and regular audits are undertaken. Medications that are administered by staff are securely held. Detailed records of medications entering or leaving the home are held. Medication Administration Record (MAR) sheets were observed to be well maintained, accurate and up to date. All staff have been given medication training and medications are administered by the senior carers. Competency in the administration of medications is assessed prior to the staff being allocated this task to ensure that residents are administered their medications safely. Care Homes for Adults (18-65 years) Page 16 of 26 Concerns, 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. Their concern is looked into and action taken to put things right. The care home safeguards people from abuse, neglect and self-harm and takes action to follow up any allegations. 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. Good safeguarding procedures are in place to ensure that the residents of the home are protected from harm or abuse. Evidence: The home has a robust complaints procedure which is displayed in the home and also detailed in the service user guide. All residents are provided with a copy of the adult protection and complaints procedures and bedrooms are provided with complaints forms to enable residents to make comment or express concerns about any issue. All staff have had comprehensive Protection of Vulnerable Adults training and updates are given at staff meetings. Training has also been given on Deprivation of Liberty Safeguarding and the Mental Capacity Act. The home has a whistle blowing procedure to enable concerns to be raised to ensure that residents are protected at all times. A very low number of complaints have been made to the home in the last twelve months and the records show that these were fully investigated, appropriate action taken and dealt with in a timely manner. No complaints have been received by CQC. Residents spoken to confirmed that they had full details about how to make a complaint and said that the home was wonderful and there was nothing to complain about. Staff spoken to during the site visit were able to demonstrate that they were aware of the different types of abuse and gave details of the action they would take in the event of harm or abuse being suspected. Care Homes for Adults (18-65 years) Page 17 of 26 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, comfortable, 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. People have enough privacy when using toilets and bathrooms. 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. Continued investment has ensures that residents are provided with a pleasant and homely environment which has been adapted and provided with appropriate equipment to meet their individual needs and ensure their safety. Evidence: All bedrooms and communal areas are laid out on the ground floor which has wide corridors to give ease of access to wheelchair users. Grab rails are provided along the corridors to provide assistance to those who require to use these. Each bedroom and bathroom is provided with a track hoist system to aid moving and handling and is used following an assessment of need and risk assessment. Residents are accommodated in single rooms or flats. The bedrooms are spacious and those seen clearly showed that residents, staff and relatives have worked hard to provide a pleasant environment which reflects each individual residents lifestyle. The flats provide an en-suite bathroom, sleeping and seating areas and a kitchenette. Residents are actively encouraged to personalise their rooms and are assisted to obtain or purchase items to make their rooms comfortable and homely. Some residents have had sky television installed in their bedrooms and some have their own computers which can be connected to the Internet by the Wi-Fi system which is provided by the home. Care Homes for Adults (18-65 years) Page 18 of 26 Evidence: The home provides a range of lounge and seating areas which are provided with suitable furniture to meet the needs of the residents. Some of the armchairs are specially designed to meet the needs of the service users to ensure their comfort. Some residents prefer to spend their day in the Gallery area but are free to use the small lounge or garden room which is provided with a computer and Skype. The dining room is very pleasant and the tables are laid with cloths, napkins, fresh flowers, menu and condiments. Since the last inspection, considerable improvements have been made to the home. The dining room, kitchen and office have been extended and the work has been completed to a high standard. All areas of the home were found to be clean and fresh. The kitchen was clean and organised and a good supply of fresh foods were seen. Information is held in the kitchen regarding special diets and individual preferences. Residents do not have access to the main kitchen to reduce risk and remove the risk of cross infection. A recent inspection of the kitchen and catering facilities by the Department of Health and Environmental Protection produced a report which gave the home a 5 star rating. The laundry is clean and organised and residents personal laundry is attended to carefully. Systems are in place to prevent the risk of cross infection and training in this is given to all staff. The home provides large, secure, gardens and residents are actively involved in growing their own plants, fruit and vegetables. A new greenhouse has been provided and residents are supported to use this. The gardens are pleasant and suited to residents who use wheelchairs by the provision of ramps and aids. Seating is provided and residents were observed to be spending time in the garden during the visit. Care Homes for Adults (18-65 years) Page 19 of 26 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent, qualified 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. People’s needs are met and they are supported because staff get the right training, supervision and support they need from their managers. People are supported by an effective staff team who understand and do what is expected of them. 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. Residents are supported and cared for by a well trained staff team who ensure their health and protection whilst encouraging independence. Evidence: The staff rota shows that the home employs and deploys staff in sufficient numbers to meet the needs of the residents. Many of the staff have worked at the home for a number of years. Discussion was held with a group of staff who said that the residents were like part of their family. Staff were knowledgeable about each resident, their care needs, likes, dislikes and abilities. Agency staff are rarely used in the home and so a consistent level of care is provided by the staff team. The home has a robust recruitment procedure and the records held in the home provide evidence that this has been followed. All prospective staff are required to complete an application form prior to being called for interview. A detailed record of the interview is held on the staff files. Two references are taken and checks are made through the Criminal Records and Protection of Vulnerable Adults Bureaux to ensure that residents are protected. All staff have their CRB renewed every three years and are required to declare that their CRB status has not changed each year. The records show that equal opportunities are adhered to. Files inspected were found to contain full information as required. Care Homes for Adults (18-65 years) Page 20 of 26 Evidence: A comprehensive induction training programme is followed by all new staff and evidence of this is held on their files. At present, all staff either hold or are working towards NVQ qualifications. Senior staff hold NVQ at level 3 or 4 and plans for senior staff to obtain additional qualifications are in place. The housekeeping team also hold, or are working towards, NVQ qualifications. Contracts and job descriptions are issued to all staff. A high number and range of training events are provided for the staff to increase their skills, knowledge and understanding. A record of all training undertaken is held on the staff files. A plan of training has been prepared for the near future. A key worker system is in place and the key workers are allocated time to spend with residents on a one to one basis. Staff accompany some residents on holidays to provide a consistent level of care and support. Residents spoken to during the visit spoke highly of the staff. Comments included the staff are lovely, they come with me when I go out, the staff do everything they can to help me. Staff were observed to be supportive to residents and spoke in a calm and friendly manner at all times. Staff were discrete when discussing personal matters with residents and were professional and dignified at all times. Care Homes for Adults (18-65 years) Page 21 of 26 Conduct and management of the 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 have confidence in the care home because it is run and managed appropriately. People’s opinions are central to how the home develops and reviews their practice, as the home has appropriate ways of making sure they continue to get things right. The environment is safe for people and staff because 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. They are safeguarded because the home follows clear financial and accounting procedures, keeps records appropriately and makes sure staff understand the way things should be done. 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 registered manager is well supported to ensure that residents are protected and provided with a quality lifestyle within a safe and pleasant environment. Evidence: The home has a structured and effective management system in place to ensure the smooth running of the home the high quality of care for the residents. The registered manager has the required qualifications and experience and is highly competent to run the home. She is supported by a skilled management team and has continued to develop her knowledge and understanding through continued training. The manager and senior staff have an open door policy and are readily available for residents, relatives and staff. Regular meetings are held with staff and residents and both groups are actively encouraged to make suggestions that could improve the service. It is evident from the Care Homes for Adults (18-65 years) Page 22 of 26 Evidence: records held in the home and from discussion with residents, that the home is run in their best interests. There is strong evidence that the ethos of the home is open and transparent and the views of residents and staff are listened to, and valued. The records held in the home are extremely organised and certification of safety of the premises and equipment was readily available. All records inspected were found to be clear and up to date. Health and safety systems are regularly reviewed and updated. The home employs a Quality Assurance Manager to undertake audits and seek the views of the residents. Regular surveys are issued to residents, relatives and stakeholders to obtain their views of the service. The home holds the Investors In People Quality Award. Policies and procedures are all in place and many of these are currently being reviewed and updated. Policies and procedures are readily accessible to all staff and some are made available for residents where appropriate. Care Homes for Adults (18-65 years) Page 23 of 26 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Adults (18-65 years) Page 24 of 26 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations Care Homes for Adults (18-65 years) Page 25 of 26 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. 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