Care Home: Nethermoor House

Similar services:

• Ravenhurst
• Bank House
• Inspirations
• Ashcroft Hollow Nursing Home
• Maple Lodge
• Heathlands
• Aston Court Nursing Home
• Breme

What the care home does well The service continues to provide a comfortable homely environment with many traditional features having been retained in the House. People using the service receive a full assessment of their needs, before being offered a place at the home. Care plans are reviewed regularly to ensure the ongoing needs of people are being met by the service. Reviews take place more frequently if required to meet a specific need. The homes complaints procedure is clearly displayed in the hallway, this is also contained in the service users guide. The service have introduced a new programme of activities, this is also displayed in the hallway. This has included an In House Panto so everyone could watch and enjoy. The staff at this home are to be involved in new Caring for Health Award scheme being run by Staffordshire County Council. What has improved since the last inspection? The requirement, and recommendations of the previous report have been met. Dancing afternoons and concerts have been introduced as part of the new activities programme. What the care home could do better: The Care Manager told us that the service would like to provide more outings but feel restricted by health and safety issues. Following discussion regarding outings and risk assessments the Care Manager is going to explore this further. Key inspection report Care homes for older people Name: Address: Nethermoor House 131 Chaseley Road Etching Hill Rugeley Staffordshire WS15 2LQ     The quality rating for this care home is:   one star adequate 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: Kathryn Marks     Date: 0 8 0 1 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 Older People Page 2 of 28 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 28 Information about the care home Name of care home: Address: Nethermoor House 131 Chaseley Road Etching Hill Rugeley Staffordshire WS15 2LQ 01889584368 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Nethermoor House Care Ltd care home 19 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category Additional conditions: The maximum number of service users to be accommodated is 19. 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 are within the following categories: Dementia (DE) 6, Old age, not falling within any other category (OP) 19 The two single rooms identified as being not fit for purpose, due to their small size, continu to be used only as long as the Service Users currently in occupation in these rooms remain there. Date of last inspection Brief description of the care home Nethermoor is located on the periphery of the town of Rugeley and the home overlooks part of Cannock Chase. Over the years the home has been extended to provide more resident accommodation. The original part of the home maintains a number of original features. Care Homes for Older People Page 4 of 28 1 0 0 2 2 0 0 9 6 0 Over 65 0 19 Brief description of the care home The house is located within its own extensive grounds. There are no facilities in the immediate area that people using the service can walk to or use. The home is registered to offer accommodation to 19 older people, six of whom may have dementia. There is a large lounge adjoining the dining room, with another smaller quiet lounge, all on the ground floor. The communal areas are pleasant with a homely feel. There are single and double bedrooms on the ground and first floor. Some of the double rooms are being used as singles to allow more privacy for more people using the service. The first floor can be accessed via the shaft lift or stairs. Bathing and toilet facilities are located throughout the home. Nethermoor does not provide en-suite facilities. The home has an extensive enclosed garden area at the rear with raised flowerbeds, with the remaining area being well-maintained lawns. Care Homes for Older People Page 5 of 28 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: one star adequate service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: This Key Inspection was carried out on Friday 8th January 2010 by one inspector, who used the National Minimum Standards for Older People as the basis for the inspection. The last Key Inspection was 10th February 2009. On arrival for this unannounced key inspection the Care Manager, one senior care, two care workers, cook, and housekeeping staff were on duty. The Care Manager provided written information regarding staffing, staff training, menu and dietary provision that were observed to be in place at the home. We discussed with the Care Manager the arrangements for the day, to avoid disruption to people using the service, staff, and routines in the home. We talked to people using the service, staff, and the District Nurse who was visiting the Care Homes for Older People Page 6 of 28 home. We reviewed the care records of three people using the service, and the records of the last three members of staff employed, including recruitment and training records. We discussed the food with people using the service, and observed lunch being prepared and served. Choices were available at lunchtime and identified on the menu. We also looked at the Annual Quality Assurance Assessment (AQAA) this is a self assessment tool, and had been well completed, and sent to us prior to the Key Inspection. Completion of the AQAA is a legal requirement and it enables the service to undertake a self assessment, which focuses on how well outcomes are being met for people using the service. It also gave us some numerical information about the service. Care Homes for Older People Page 7 of 28 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 Older People Page 8 of 28 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 9 of 28 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who wish to move to Nethermoor House receive the information they require, and they are assessed so that they can be assured the home can meet their needs. Evidence: The AQAA we received prior to the Key Inspection told us that The manager visits prospective people in their own homes to talk about what the service offer and establish what the individual is looking for. The service provide individuals with a Statement of Purpose which outlines what the service offer, what is included in the fee charged, and what is not. The document also sets out the homes aims and objectives and can be issued in large print or any other format that is needed. People coming into the home have an in depth assessment of needs carried out prior to admission and they are then informed verbally and in writing whether or not we can meet their needs. The AQAA also told us that Prospective people can visit the home as many times as they wish prior to admission, can join us for part or the whole of a day and join us for a meal of their choice. We try as far as is possible, to buddy new people up Care Homes for Older People Page 10 of 28 Evidence: with longer stay people who can spend time with them, explaining who is who and orientating them to the home. We saw the service users guide in place at the home, we were told that this is to be updated. The guide provided information about the home and how they would meet peoples needs following assessment. The Guide also contained information about the fees charged. People we talked to during this visit told us they had information about the home before moving to live at Nethermoor. We received two completed surveys from people using the service that told us that: We received enough information about the home before moving into Nethermoor We received a survey from a relative that told us that: usually get enough information about the care service to help make decisions Care Homes for Older People Page 11 of 28 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home meets the personal, health and social needs of people using the service. Evidence: The AQAA we received prior to the Key Inspection told us that The service provide a high standard of care for frail elderly people, ensuring they receive the care and treatment to help them maintain a full and enjoyable life. All people using the service have an individual care plan reflecting their personal needs,and are involved in their care planning. Individual needs are identified and evaluated so staff can understand what actions are to be taken for personal care. Comprehensive risk assessments are carried out. People are treated with dignity and respect. Individuals are encouraged to maintain their independence, choice and control over their lives. We looked at the care records of three people using the service during this inspection. We saw that records contained information regarding admissions, assessments, daily records and night actions and checks. Nutritional assessments and risk assessments were also detailed in these records. Care Homes for Older People Page 12 of 28 Evidence: We were told by the care manager that there are six people with dementia related conditions. All staff have completed a dementia awareness course, refreshers are due and booked for February 2010. We saw care plans in place that provided information for staff, to ensure that they are aware about the level of support required by people using the service. The general care plan is reviewed 6 monthly, the care dependency profile is reviewed monthly unless any changes and these are dealt with as they arise. We were told by the care manager that the care plan is produced with the person using the service and their relatives, however they are not signed by the individual. It is a recommendation that the person themselves or their representative signs the agreed care plan. We talked to the visiting district nurse who told us she is satisfied that the home carry out her instructions, and with the way they care for people in the home. We were told that staff usually contact health care professionals appropriately. Records told us that there is good support from general practitioners for people using the service and the home. We observed that medication is administered from a monitored dosage system, with the exception of medication that is not compatible with the system. Medication administration sheets were looked at and were signed up to date. There were no controlled drugs in use at the time of this inspection. Medication is administered by senior staff who have been trained to administer medication. All medication is stored in a locked trolley that is secured to the wall, or a locked cupboard. We saw throughout this inspection courtesy being shown to individuals, with privacy and dignity being promoted. Staffs approach to people was gentle, sensitive and unhurried and this encouraged a calm atmosphere. We received two completed surveys from people using the service that told us that: Always receive the care and support needed Always get the medical care I need We received a survey from a relative that told us that: Care Homes for Older People Page 13 of 28 Evidence: Care service usually meets the needs of my relative Usually help my relative to keep in touch Always kept up to date with important issues Care Homes for Older People Page 14 of 28 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People using this service make choices about their daily lifestyle. The food provided is of a high standard, with a varied nutritional diet being offered. Evidence: The AQAA we received prior to the Key Inspection told us that The people using the service are encouraged to have a full and varied lifestyle and are encouraged to be as independent as possible. Individuals can choose what leisure and social activities they wish to take part in. The service offer an indepth activity programme, and assists in providing transport and carers for people to participate in family activities outside of the home. Meal times are a relaxed and sociable occasion where people are encouraged to enjoy their food in a relaxed , comfortable environment. We have a varied menu and people can choose their preference of food. Those who have special dietry requirements are catered for. The food is well balanced and meets the nutritional requirements of the person. People can choose to eat in their bedrooms or in the dining room. Routines within the home are flexible. Everyone is encouraged to maintain contact with family, friends and the local community and visitors are welcome at anytime. Family can stay for a meal with the person if they wish. We encourage people to maintain their religious beliefs. Care Homes for Older People Page 15 of 28 Evidence: We saw that a daily programme of activities is available for people to be involved in if they wish, this is displayed on the information board in the hallway reception area. We saw people playing bingo, dominoes, watching television, reading the newspaper, chatting and watching five deer that had broken through a fence into next doors garden. We were told that all people receive visitors, either relatives, friends or church visitors. No one had any visitors during this inspection visit, maybe due to the adverse weather conditions. There were a number of telephone calls from relatives. We saw from records that people go on outings with relatives sometimes staying over for the night. Visits are made to local theatre, garden centre, shopping, and cinema. One person goes swimming with her daughter. We discussed diet and menu with the cook, who confirmed that quantity and quality of food is good. Fresh fruit and vegetables are delivered weekly by a local firm, fresh bread and milk daily. We saw records that told us people made choices about the food they wanted to eat. We observed lunch being prepared and served with choices available, the menu was displayed in large print. The dining room was homely, with tablecloths, serviettes and flowers on tables. There were bowls of fresh fruit and a drinks trolley for visitors to make a drink. People we talked to after lunch told us they enjoyed their meal and that staff were lovely nice little workers very good to them. We received two completed surveys from people using the service that told us that: Usually arrange activities I can take part in Always like the meals at the home Care Homes for Older People Page 16 of 28 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service are able to make complaints and know they will be acted upon. Evidence: The AQAA we received prior to the Key Inspection told us that The people using the service have a clear complaints policy and procedure. A copy is given to new people upon admission. Complaints are dealt with quickly and efficiently. The service have a Safeguarding Vulnerable Adults policy and procedure in place, and staff undergo yearly mandatory training to make sure they are aware of how to prevent abuse from happening. The AQAA also told us the training outlines peoples rights and how staff can respect these rights. Staff are encouraged to assist people to remain active and enjoy their lifestyle. Management have an open door policy for people and staff, so often concerns are dealt with before major problems arise. All staff have Criminal Records Bureau clearance and, Protection Of Vulnerable Adults check before acceptance for employment. We saw that the home has a complaints book and grumbles book in place. No complaints had been recorded since the 8th February 2008, there were four grumbles recorded in the grumbles book since the last inspection. We were told in the AQAA that there had been four complaints since the last inspection however we discussed this with the Care Manager who identified them as Care Homes for Older People Page 17 of 28 Evidence: grumbles. These issues had been dealt with satisfactorily and outcomes recorded. We saw the complaints procedure displayed in the hallway and contained in the service users guide. We talked to people in the home who told us they would talk to the manager if they were unhappy about something. We did not see any information regarding advocates to assist people who may want to make a complaint. We discussed this with the Care Manager, and would recommend that information about advocacy services and contacts, be given to people and displayed on the notice board. We saw staff training records that told us that staff have received training in Protection and Safeguarding via Staffordshire Social Care Workforce Partnership, since the last inspection visit. There is an abuse policy that is discussed with staff during induction and on an ongoing basis through supervision. We looked at three staff files, records identified that staff had been appropriately recruited and, Criminal Records Bureau and Protection of Vulnerable Adults checks had been carried out prior to employment. We received two completed surveys from people using the service that told us that: Always someone I can talk to if not happy about something I know how to make a complaint We received a survey from a relative that told us that: Care service responds to complaints Care Homes for Older People Page 18 of 28 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The physical design and layout of the home, provides accommodation in a homely setting for people using the service. Evidence: The AQAA we received prior to the Key Inspection told us that The people using the service are encouraged to treat Nethermoor House as their home. The home is clean and well maintained to a very high standard, and the grounds are kept tidy. The lounges and corridors are spacious with a large dining area. Nethermoor House is set in its own grounds and accessed via a long driveway. The older part of the house has retained many original features. There is parking to the front of the house and, the rear garden that overlooks Cannock Chase is enclosed to ensure the safety of people living at the home. People were enjoying watching five deer that had found their way through the hedge into next doors garden. We observed the home to be warm and clean, there is signage on bathroom and toilet doors to assist people with mental health needs to identify rooms. We saw grab rails around the home to assist people with mobility difficulties. We observed lots of homely touches, dining tables were laid with table cloths and Care Homes for Older People Page 19 of 28 Evidence: serviettes, fresh flowers, bowls of fresh fruit were around the home. We observed single and double bedrooms on the ground and first floor, bedrooms we visited were clean, warm and personalised. We saw that pressure mat pagers systems have been installed at the entrance to each doorway, prior to the stairs on the first floor to alert staff when people are moving around. The environment continues to be well maintained. Policies and procedures are in place for control of infection. Staff records told us staff have received infection control training. The Care Manager told us that Environmental Health have visited the home no issues were highlighted and they are waiting for the report. We received two completed surveys from people using the service that told us that: The home is usually clean and fresh The home could provide more entertainment Care Homes for Older People Page 20 of 28 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There is a caring staff team who support people using the service. Evidence: The AQAA we received prior to the Key Inspection told us that All the staff have received induction training. That staff undergo National Vocational Qualification levels 2 and 3 training. Mandatory training takes place for all levels of staff. Staffing levels are provided as required to meet the needs of the people using the service. A skill mix of various grades of staff to provide 24 hour care. Domestic staff are employed to ensure cleanliness and standards are maintained. All staff employed go through a rigorous selection procedure of interview, two references, Criminal Records Bureau and Protection Of Vulnerable Adults checks and health referral as part of recruitment. We saw on arrival at the home the following staff on duty, Mrs V Hollins Care Manager SS Sen Care, SS Care Worker, MF Care Worker, KP Cooking, LO Housekeeping Staff. Two waking night staff identified on the rota with two managers on call. All staff on the rota were on duty. We saw in the hallway a list identifying people on call and their telephone numbers to contact them. We saw staff training records that identified all staff are trained to national Vocational Care Homes for Older People Page 21 of 28 Evidence: Qualification Level 2, two senior care are completing level 3. The housekeeper has hospitality qualification, cooks have basic food hygiene. Staff have received training in Dementia, Infection Control, Safeguarding, Slips Trips and Falls, and Fire. All staff administering medication have been trained to do so. We were told by the care manager that training updates are booked for Dementia, Infection Control, First Aid, Protection of Vulnerable Adults. We looked at three staff files and records identified that staff had been appropriately recruited. We saw application forms, two references, Criminal Records Bureau and Protection of Vulnerable Adults checks on staff files. All staff had photographic ID. Staff are recruited via Job Centre Plus. We saw individual training records in staff files that identify mandatory training is carried out. A matrix identifies monthly supervisions and observations of staff. We received two completed surveys from people using the service that told us that: Staff always available when I need them Staff usually listen to and act on what I say Staff are always very pleasant and approachable and make me feel at home. Nothing to much trouble for them We received four completed surveys from staff that told us that: Always given up to date information about the needs of people we care for Appropriate checks were carried out prior to employment Induction covered all I needed to know to do my job I know what to do if someone has concerns about the home Usually enough staff on duty to meet the needs of individuals We received a survey from a relative that told us that: Care workers usually have right skills and experience to look after people Care Homes for Older People Page 22 of 28 Evidence: Care Homes for Older People Page 23 of 28 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People using the service are safeguarded by competent management systems. Evidence: The AQAA we received prior to the Key Inspection told us that The Management team work effectively to run the home and are committed to ensuring the health, welfare and safety of people using the service and staff. The Manager maintains high standards and keeps clear records, she communicates policies and procedures to staff, and ensures these are followed. She ensures staff have appropriate training and monitors training records. Staff have regular meetings and feedback. The management style at the home is firm but fair. The service ensure that the health and safety of people, staff and visitors is promoted at all times, and maintain good records to follow health and safety requirements. We talked to the Care Manager who confirmed she has National Vocational Qualification Level 4 in care and management, and has 19 years experience working with older people. The Care Manager has received training in Dementia Care, First Aid, Care Homes for Older People Page 24 of 28 Evidence: and all mandatory training, and continues to take part in training to ensure she is up to date with current practices and guidelines. We discussed quality assurance with the Care Manager who told us she monitors this through questionnaires, feedback from people using the service, and audits of regulation 26 visits. We were told by the Care Manager that customer satisfaction surveys had been sent out by Wright Care Homes who are managing the service. The Care Manager has not been provided with an analysis of the surveys for quality assurance and follow up. It is a recommendation of this report that an analysis of surveys be provided to the home. We saw that monies were left at the home by relatives, for people using the service to pay for hairdresssing and other items, and that the cash balanced with records maintained. Two signatures are now obtained by staff when dealing with peoples money. We observed there to be lots of Health and Safety information posted around the home. Staff we spoke to were aware of health and safety. Hazardous substances are secured in locked cupboards or stored in the cellar. We saw fire risk assessments for each bedroom with all exit points identified. Care Homes for Older People Page 25 of 28 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 26 of 28 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations 1 7 Following discussions with the person using the service, and agreement on their plan of care, the person using the service or their representative signs the care plan. We recommend that information about advocacy services be made available to people using the service. The Care Manager be provided with an analysis of customer satisfaction surveys carried out by Wright Care Homes, to enable the home to follow up any issues that may have been highlighted. 2 3 16 33 Care Homes for Older People Page 27 of 28 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 28 of 28 - 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. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!