Care Home: Milliner House

What the care home does well An experienced manager has been appointed to the service and she is actively addressing any outstanding issues in order of priority. What the care home could do better: Documentation and records are not being completed appropriately and kept under review to reflect the changing needs of residents in this home. Some redecoration has taken place in the home in response to issues raised at the last inspection, however there is an offensive odour throughout the building which needs to be addressed. Random inspection report Care homes for older people Name: Address: Milliner House 23 - 29 Marsh Road Luton Beds LU3 2QS one star adequate service The quality rating for this care home is: The rating was made on: A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this review a ‘key’ inspection. This is a report of a random inspection of this care home. A random inspection is a short, focussed review of the service. Details of how to get other inspection reports for this care home, including the last key inspection report, can be found on the last page of this report. Lead inspector: Louise Trainor Date: 1 8 0 5 2 0 1 0 Information about the care home Name of care home: Address: Milliner House 23 - 29 Marsh Road Luton Beds LU3 2QS 01582490080 01582491080 millinerhouse@schealthcare.co.uk www.schealthcare.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Manager Post Vacant Type of registration: Number of places registered: Conditions of registration: Category(ies) : Southern Cross Healthcare Services Ltd care home 40 Number of places (if applicable): Under 65 Over 65 30 10 dementia mental disorder, excluding learning disability or dementia Conditions of registration: Date of last inspection Brief description of the care home 0 0 Milliner House is situated on the Marsh Road in Luton within easy reach of the town centre amenities by car or public transport. The home is within walking distance of community resources, which include churches, shops, pubs and restaurants. An enclosed garden area is at the rear of the building alongside parking. The home provides personal care for up to 30 people over the age of 65 years who have dementia and 10 people over the age of 65 who have mental health needs. Accommodation is provided across two floors, there are 40 single rooms providing en Care Homes for Older People Page 2 of 9 Brief description of the care home suite facilities. The home consists of 4 unit areas, each area consisting of bedrooms, and lounge dining facilities. The home has a rear garden which is accessible to people living in the home and car parking is also available. Access to the first floor is via a shaft lift or stairs. Various communal areas are located throughout the home. The manager at the home provided the following information on charges. The fees for this home vary from £459.00 per week, to £809.00 plus per week, depending on the funding source and assessed need of the person. Additional charges are made for hairdressing and chiropody services. Care Homes for Older People Page 3 of 9 What we found: This Random Inspection was carried out in accordance with the Care Quality Commissions (CQC)s policies and methodologies. Since the last Key Inspection in October 2009, the manager for Milliner House had left her position, and a new manager has been appointed recently. The aim of this inspection was to assess compliance of the requirements issued at the last inspection, and focus on the Management Outcome Areas of the National Minimum Standards Care Home Regulations for Older People. The new manager was present throughout the visit to assist as necessary. We had a general discussion with the manager about the requirements that had been issued at the previous inspection. She advised us that although she had only been in post a week, she was well informed of the issues outstanding from the last inspection that she needed to address. She told us that she had looked at some of the care plans and was very aware that they needed to be addressed as a priority as some had not been reviewed since the last manager terminated her employment in March this year. In October 2009 we had issued a requirement relating to the documentation relating to complaints. The manager told us that she had not recieved any written complaints since coming into post, however she had dealt with a verbal complaint which had been resolved satisfactorily. She told us that she was currently not aware of a system for documenting verball complaints but is planning to implement a new system that ensures an audit trail is kept of all complaints recieved verbal and written, including all related investigations, actions taken and outcomes. During this inspection the manager told us about a recent incident in the home, regarding a resident who required close observations for his own safety. However when we looked at the documentation where 15 minute observations were being recorded, we found it had not been completed for more than two hours. When we spoke to staff regarding this matter, they could not demonstrate any understanding of the close observations procedures or the seriousness of not following this procedure and completing related documentation efficiently. The manager called an immediate meeting with all staff to address this matter. We discussed the environmental issues raised at the last inspection, such as the dining room which was in desperate need of recoration. This had been been completed, however there are still some areas in need of attention. For example there was an offensive smell throughout the home, which is indicative of poor continence management. The manager told us that she had been advised that there is a sum of money set aside for refurbishment and her intention is to replace all the carpets in the public areas of the home. We appreciate that the manager has only been in post for a very short period, and therefore have extended the timescales on all outstanding requirements. Care Homes for Older People Page 4 of 9 She has agreed to submit an up to date action plan to CQC, by the end of May 2010, reflecting the progess to date and identifying a realistic time line of when further action to meet the requirements from the last inspection, will be completed. Further inspections to monitor this progress maybe scheduled in as part of the transition registration process for this service. What the care home does well: What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 2. Care Homes for Older People Page 5 of 9 Are there any outstanding requirements from the last inspection? Yes R No £ 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, Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action 1 7 15 The care plans must give 30/11/2009 sufficient detail to ensure that staff know how to deliver the required care, and reviews must reflect any changes in individual needs. A new manager has been appointed to this service, therefore we have extended the timescale on this requirement to 30/06/10 2 16 17(2) The registered person must ensure that all records referred to in schedule 4 of the NMS for Care Homes for Older People - including those relating to how complaints outcomes are reached, are maintained within the home. A new manager has been appointed to this service, therefore we have extended the timescale for this requirement to 30/06/10. 3 26 23(2)(d) The registered person must ensure that all areas of the home are kept clean and reasonably decorated. This requirement has not Care Homes for Older People Page 6 of 9 30/11/2009 30/11/2009 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, Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action been fully met, however the new manager has demonstrated her intended actions to fully comply. A new timescale has been applied - 30/06/10. 4 37 17 The registered person must 30/11/2009 ensure that all records specified in schedule 3 of the NMS for Care Homes for Older People, are appropriately reviewed and maintained within the home. A new manager has been appointed to this home, therefore we have extended the timescale for this requirement to 30/06/10. Care Homes for Older People Page 7 of 9 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, 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 1 18 13 The registered person must ensure that the people who live in this home are safeguarded from harm or abuse. People who live in this home must be protected from any form of harm or abuse. 31/05/2010 Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations Care Homes for Older People Page 8 of 9 Reader Information Document Purpose: Author: Audience: Further copies from: Inspection Report Care Quality Commission General Public 0870 240 7535 (telephone order line) Our duty to regulate social care services is set out in the Care Standards Act 2000. Copies of the National Minimum Standards –Care Homes for Older People can be found at www.dh.gov.uk or got 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 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. © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for noncommercial 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. Care Homes for Older People Page 9 of 9 - 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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