Care Home: Moors Park House

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What the care home does well People we saw during our visit looked well cared for. Care plans are still being updated as the new management found little information on people living at the home. Staff are now completing `life histories` for people so that they can get to know them better. Staff told us about how they are now encouraging people to be more independent. They also told us about how this had improved since the new management took over and that people no longer stayed in their rooms for most of the time. Menus were looked at and they showed that nutritious and healthy meals were provided. People have their own monthly menu based on their likes and dislikes. However, if they do not want what is on their menu they can have an alternative. The cook told us that people can have a salad, an omlette, a baked potato or really anything they wanted that could be produced quickly for them. People that we spoke with were very happy with thequality and quantity of the meals and they confirmed that if they didn`t want something they could have an alternative. On the day of the visit an ice cream van came to the home. This was a weekly visit that had been arranged by one of the staff. Everyone including visitors were asked what they wanted and the ice cream purchased for them by the home. Staff are now completing life histories for people and they are finding out what people like to do. One staff member told us that they are taking someone out for fish and chips as it had been identified this was something they would like to do. The garden area has been improved and there are now chickens, a rabbit and guinea pigs for people to enjoy. A raised bedding area has been planted with salad items and this can be moved around the garden to people who cannot get to it. Staff told us that people enjoyed several different activities including quizzes and trips out. One visitor told us about how the home tried to encourage their relative to carry on with a hobby. The home was clean and tidy when we arrived. There were no unpleasant odours anywhere around the home. On the day of the visit there were 7 care staff on duty one of which was an agency worker. Also on duty were the deputy manager, the chef and 3 domestics. There were 32 people living at the home at this time and we were told that 2 people spent most of their time in bed and that approximately 20% of people needed help with personal care. Also there are approximately 10 people living at the home who have some form of dementia. Staff said that staffing levels had improved since the new management took over. The manager said that they did use agency staff but always requested that the same staff were sent to the home. Three staff files were looked at and all contained the required information including a CRB check references and proof of identity. There was evidence that there had been arguments between staff, but this had been dealt with through the disciplinary process. Several staff have left since the new management took over because they were not working to the new standards required. There was evidence on file, and staff told us that they had received training in First Aid, Fire, Food Hygiene, Health and Safety, Safeguarding Adults and NVQs. Supervision records were seen, supervision is a mixture of 1:1 discussions and observations. Five staff have left since Christmas, but 2 were asked to leave because there were concerns about their standard of work. We spoke with 2 staff who have worked at the home for some time (under both managements) and 1 who was fairly new. The 2 staff who had been there for some time said that things were much improved under the new management, that there is always a good atmosphere and that `things are going up and up`. All felt that Debi (Registered Manager) is doing a good job and that she can be approached about anything. One visitorwe spoke with said that Debi was always asking for suggestions on how to improve things. What the care home could do better: No requirements or recommendations were made following this visit. Random inspection report Care homes for older people Name: Address: Moors Park House Moors Park Bishopsteignton Teignmouth Devon TQ14 9RH two star good service 06/11/2008 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: Sue Dewis Date: 2 1 0 7 2 0 1 0 Information about the care home Name of care home: Address: Moors Park House Moors Park Bishopsteignton Teignmouth Devon TQ14 9RH 01626775465 Telephone number: Fax number: Email address: Provider web address: clare@crocuscare.co.uk www.crocuscare.co.uk Name of registered provider(s): Name of registered manager (if applicable) Mrs Deborah June Tilcock Type of registration: Number of places registered: Conditions of registration: Category(ies) : Moors Park (Bishopsteighton) Ltd care home 37 Number of places (if applicable): Under 65 Over 65 37 37 37 37 dementia mental disorder, excluding learning disability or dementia old age, not falling within any other category physical disability Conditions of registration: Date of last inspection Brief description of the care home 0 0 0 0 0 6 1 1 2 0 0 8 Moors Park House is registered as a Care Home providing Personal Care for up to thirty-seven elderly physically and mentally frail people. Most people have single rooms (the two double rooms are generally only used as doubles on specific request), Care Homes for Older People Page 2 of 9 Brief description of the care home and most have en-suite facilities. The home is a large detached property set in its own grounds, it is well kept and managed and is well adapted and equipped to meet the needs of people living there. The manager told us at the last key inspection that fees for the home are between £321 and £490. General information about fees and fair terms of contracts can be accessed from the Office of Fair Trading web site at www.oft.gov.uk. A copy of the most recent inspection report is displayed in the hallway. Care Homes for Older People Page 3 of 9 What we found: This visit was made in response to a series of complaints about the quality of care at the home since new management had taken over the home. The initial complaint was made some while ago and the concerns were investigated though the Safeguarding Adults procedure and included a police investigation. The complaints were found to be unsubstantiated. The complainant made further allegations which were again investigated and again found to be unsubstantiated. Following the receipt of the last letter it was decided that a visit was to be made to the home. The complainant was anonymous and give us an erroneous email address as a means of contacting them. Therefore we have not been able to make them aware of the measures we have taken to investigate their complaints. The latest letter we received raised concerns about staff members leaving, a staff member having a criminal record, staff being poorly trained, low staffing levels, the home smelling of urine, large numbers of complaints and that people living at the home are in fear of staff. We found some evidence to support some of the concerns raised in as much as there has been a high level of complaints made to the home. However, staff told us that they were making more complaints and were encouraging others to raise concerns as they now felt confident that they would be dealt with. They told us that previously any concerns they raised were ignored and they were made to feel that they were not believed. A complaints file is kept by the home. This lists all concerns and complaints made to the home and shows the outcome of the investigation. These had been dealt with appropriately and the complainants had expressed their satisfaction with the outcome. It was also found that one staff member has several convictions. This was discovered when the new management found there had been no CRB (Criminal Records Bureau) checks made on several staff who had been employed by the previous management, and applied for their checks. What the care home does well: People we saw during our visit looked well cared for. Care plans are still being updated as the new management found little information on people living at the home. Staff are now completing life histories for people so that they can get to know them better. Staff told us about how they are now encouraging people to be more independent. They also told us about how this had improved since the new management took over and that people no longer stayed in their rooms for most of the time. Menus were looked at and they showed that nutritious and healthy meals were provided. People have their own monthly menu based on their likes and dislikes. However, if they do not want what is on their menu they can have an alternative. The cook told us that people can have a salad, an omlette, a baked potato or really anything they wanted that could be produced quickly for them. People that we spoke with were very happy with the Care Homes for Older People Page 4 of 9 quality and quantity of the meals and they confirmed that if they didnt want something they could have an alternative. On the day of the visit an ice cream van came to the home. This was a weekly visit that had been arranged by one of the staff. Everyone including visitors were asked what they wanted and the ice cream purchased for them by the home. Staff are now completing life histories for people and they are finding out what people like to do. One staff member told us that they are taking someone out for fish and chips as it had been identified this was something they would like to do. The garden area has been improved and there are now chickens, a rabbit and guinea pigs for people to enjoy. A raised bedding area has been planted with salad items and this can be moved around the garden to people who cannot get to it. Staff told us that people enjoyed several different activities including quizzes and trips out. One visitor told us about how the home tried to encourage their relative to carry on with a hobby. The home was clean and tidy when we arrived. There were no unpleasant odours anywhere around the home. On the day of the visit there were 7 care staff on duty one of which was an agency worker. Also on duty were the deputy manager, the chef and 3 domestics. There were 32 people living at the home at this time and we were told that 2 people spent most of their time in bed and that approximately 20 of people needed help with personal care. Also there are approximately 10 people living at the home who have some form of dementia. Staff said that staffing levels had improved since the new management took over. The manager said that they did use agency staff but always requested that the same staff were sent to the home. Three staff files were looked at and all contained the required information including a CRB check references and proof of identity. There was evidence that there had been arguments between staff, but this had been dealt with through the disciplinary process. Several staff have left since the new management took over because they were not working to the new standards required. There was evidence on file, and staff told us that they had received training in First Aid, Fire, Food Hygiene, Health and Safety, Safeguarding Adults and NVQs. Supervision records were seen, supervision is a mixture of 1:1 discussions and observations. Five staff have left since Christmas, but 2 were asked to leave because there were concerns about their standard of work. We spoke with 2 staff who have worked at the home for some time (under both managements) and 1 who was fairly new. The 2 staff who had been there for some time said that things were much improved under the new management, that there is always a good atmosphere and that things are going up and up. All felt that Debi (Registered Manager) is doing a good job and that she can be approached about anything. One visitor Care Homes for Older People Page 5 of 9 we spoke with said that Debi was always asking for suggestions on how to improve things. 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 6 of 9 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, Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action 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 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. 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