Care Home: Newlands Hall

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What the care home does well Newlands Hall has a relaxed and warm and welcoming atmosphere, people living at the home and visiting relatives and friends confirmed this is always the case. There is a wide range of activities available for the people using the service to join in if they choose to do so. It is clear that staff work as a team to meet the physical, personal and emotional needs of people who live at the home. People said that the staff are kind and attend to their needs promptly. The meals provided are of a very high standard. People said that the food is "excellent" and "very good food". The home is well managed and run in the best interests of the people who live there. People say that the manager is very approachable and listens to and acts on what people say. There are sufficient staff employed to meet the needs of the people living at the home. The staff are well trained and provide a high standard of care and attention to people. People living at the home and visiting relatives described the staff as "very kind", and "couldn`t wish for better staff". There is a programme of National Vocational Qualification (NVQ) in care provided in the home. Over half of the care staff hold the award. This makes sure that the staff are qualified to care for the people living at the home. People`s care records are accurately completed and the care plans clearly show how people`s care needs are to be met. This makes sure that people receive care in a consistent manner and in accordance with their preferences. What has improved since the last inspection? The care planning systems have much improved, and people`s health, personal and social care needs are clearly set out in the documentation. What the care home could do better: The home continues to provide a good standard of care and attention to people living there, and are aware of any improvements they need to make to improve. No requirements or recommendations have been made as a result of this report. Inspecting for better lives Key inspection report Care homes for older people Name: Address: Newlands Hall High Street Heckmondwike West Yorkshire WF16 0AL     The quality rating for this care home is:   two star good service 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 assessment of the service. We call this a ‘key’ inspection. Lead inspector: Cheryl Stovin     Date: 0 7 0 4 2 0 0 9 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. 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. 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 Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 27 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). 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 CSCI 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 27 Information about the care home Name of care home: Address: Newlands Hall High Street Heckmondwike West Yorkshire WF16 0AL 01924407247 01924409293 newlandshall@tri-care.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : Tri-Care Ltd care home 37 Number of places (if applicable): Under 65 Over 65 37 old age, not falling within any other category Additional conditions: 0 The maximum number of service users who can be accommodated is: 37 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 category: Old age, not falling within any other category, Code OP, maximum number of places 37 Date of last inspection Brief description of the care home Newlands Hall is owned by Tri-care Limited now trading as Orchard Care Homes. The home offers care and accommodation for up to 37 older people and is situated just out of Heckmondwike town centre on the main road. Standing in its own grounds, the home has been extended since it was first opened increasing the accommodation and services it can provide. The house still retains some of its original features and these add to the character of the home. Accommodation is provided on 2 floors, which are accessible by a passenger lift. There are 31 bedrooms all of which have en-suite facilities. There are 3 lounge areas. There is a small complex of flats in the grounds providing individual accommodation for older people. Care Homes for Older People Page 4 of 27 Brief description of the care home Information about the home and the latest Commission for Social Care Inspection report are available from the home. Care Homes for Older People Page 5 of 27 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: two star good 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 report brings together evidence gathered during the Key Inspection of Newlands Hall. This included a visit made to the home on 7th April 2009. The visit was undertaken by one person and a total of six hours were spent on the visit. During this visit we looked round the building looked at records and talked to people living at the home and to management and staff. The purpose of the inspection is to make sure that people receive the care and support they need and that they and their families are satisfied with the service. The home completed their Annual Quality Assurance Assessment which was returned promptly. This gave useful information about the facilities provided by the home and Care Homes for Older People Page 6 of 27 about the people who live and work there. We have reviewed our practice when making requirements, to improve national consistency. Some requirements from previous inspection reports may have been deleted or carried forward into this report as recommendations, but only when it is considered that people who use services are not being put at significant risk of harm. In future, if a requirement is repeated, it is likely that enforcement action will be taken. The weekly charges made by the home range from three hundred and eighty one pounds, 74 pence to five hundred pounds. Additional charges are made for hairdressing and personal toiletries and newspapers. 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 set out 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 Care Homes for Older People Page 8 of 27 7535. Care Homes for Older People Page 9 of 27 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 10 of 27 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 are assessed before moving into the home to make sure that the home can meet their needs. Evidence: The care records of six people living at the home confirmed that peoples needs are fully assessed before they move into Newlands Hall. This is to make sure that the home can meet their needs and that the services and facilities will be suitable for them. People are encouraged to visit the home before making a decision to move in, this gives them the opportunity to meet the staff and other people living there and to sample the daily routine within the home. People are given written information about the services and facilities provided by the Care Homes for Older People Page 11 of 27 Evidence: home and details of key members of staff. This makes sure that people know what to expect from the home. This information is provided in each of the bedroom Evidence was seen that people are given a contract when they move into the home, this makes sure that people know what is and is not included in the weekly char Care Homes for Older People Page 12 of 27 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. Peoples health care needs are met and personal care is given in accordance with their preferences. Evidence: The care records of six people living at the home were looked at. The records contained detailed assessments of peoples needs and abilities and they were reviewed and updated on a regular basis. Everybody living in the home has a detailed care plan which clearly shows what support people need and how the person prefers that support and care to be given. A care needs summary is in place wihich indicates preoples preferred routine and the support, assistance and equipment required to meet people assessed needs. People we spoke to confirmed that they are fully involved in drawing up their plan of care. There are risk assessments in place to make sure that people are kept safe and that any potential risks to health are minimised. Care Homes for Older People Page 13 of 27 Evidence: Help and advice is sought from health care professionals to make sure that people get the special help they need to maintain their health. People are escorted to appointments or health care professionals such as district nurses, attend the home as required. Records are kept to make sure peoples health needs are monitored. The care plans contained information about peoples previous lifestyles and their interests and hobbies and people that are important to them. This information makes sure that the staff know the person as a whole and helps them to encourage people to continue with their interests and social networks. People look well cared for clean, tidy and well groomed. Attention had been paid to detail. People had their hair styled, wore jewellry and make-up if they wished and their glasses were clean. Staff were patient, gentle and kind when interacting with people. They were discreet and respectful of peoples dignity when attending to any personal care needs. They gave reassurance and explanations for any tasks that they needed to support people with, for example moving and handling. People said that they are treated with dignity and that they receive the personal and health care support that they need. People said that the staff attend to their needs in a prompt and sensitive manner. One person told us that nothing is too much trouble for the staff. Another said its a very good home we are well looked after and everyone is very nice. The system for handling peoples medication in the home is well managed. Stocks of medication held are securely stored and record keeping was seen to be correct. All staff responsible for administering medication have received appropriate training. All staff responsible for administering medication have received appropriate training. The local pharmacist who supplies the medication regularly checks the stocks of medication and is always available to give advice. Nobody living in the home currently handles their own medication. Care Homes for Older People Page 14 of 27 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 are supported to access a range of activities inside and outside of the home, and to maintain contact with family and friends. Evidence: There is a warm and welcoming atmosphere in the home and people told us that this was always the case. People said that they can choose where and with whom to spend their time. There is a full-time activities co-ordinator employed in the home who works flexibly to make sure that everybody has the opportunity to pursue or develop their interests. From talking to this member of staff it is clear that they have a good understanding of peoples interests and hobbies. People go out and about on a regular basis either individually or in small groups. People told us that they enjoy the activities on offer and during the visit people were seen to be enjoying making Easter bonnets. An activities folder records all activities undertaken by people with a photographic record of significant events. The home is very much part of the local community and has links with local churches and schools. Care Homes for Older People Page 15 of 27 Evidence: Regular residents meetings are held which gives people living in the home an opportunity to have their say on the way the home is run. Relatives are also invited to these meetings and minutes are taken which makes sure that everybody knows what was discussed and what suggestions were made. One visiting relative told us that any suggestions made at the meetings are acted upon. Visitors spoken to during the visit said that they are always made welcome when they visit the home and are kept fully informed of any issues affecting their relative or friend. One visitor told us we are very satisfied with Newlands Hall, there is a nice atmopshere and the staff are perfect. People said that they enjoy the meals served and mealtimes were seen to be a relaxed social occasion. The main meal of the day is served at lunchtime and the dining tables were seen to be attractively set. The lunch being served on the day of the visit was: chicken pie or corned beef hash, served with seasonal vegetables, followed by rice pudding, ice cream or yoghurt. One person described the food as excellent and always a choice. Another said there is plenty to eat, more that plenty sometimes. People said that they enjoy living at Newlands Hall, one person told us they wouldnt want to go anywhere else,and others said very nice, no grumbles, everyone gets on well, the staff, the residents, the lot, its a lovely place and its good luck that Im here. Another person told us that they had made some very good friends in the home. Care Homes for Older People Page 16 of 27 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Procedures are in place to make sure that people are protected from abuse and that their welfare is safeguarded. Evidence: The home has a complaints procedure with details of the process to follow both displayed prominently in the home and in the service user guide. There have been no complaints received by the home since the last inspection, and none sent directly to the Commission. It was clear from staffs interactions with people that the people who live at the home seemed confident to raise their wishes or concerns. A relative said they had been given information on how to complain if they needed to, although they said they had, never had an occasion to be unhappy about anything.. All staff have received adult protection training and staff spoken to were aware of the procedure to follow if they witnessed or suspected that people were not being treated properly. This makes sure that people are protected from neglect or abuse. The home also has a whistle blowing procedure for staff to report any allegations in confidence. Care Homes for Older People Page 17 of 27 Care Homes for Older People Page 18 of 27 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. People live in a clean, safe and comfortable environment. Evidence: The home is situated in a residential area in the Heckmondwike district of Dewsbury with local shops and facilites nearby. There are good public transport links to the town centre of Dewsbury. The home is well maintained throughout. The lounge and dining room have recently been refurbished and are bright and welcoming. A full tour of the building showed that the home is clean and fresh throughout. People said that this was always the case. People said that they were satisfied with the facilities provided in their bedrooms and that they are welcome to bring their own personal possessions to make sure that their rooms reflect their own taste and interests which makes them feel at home. The rooms seen were personalised and homely. A number of people have their own telephone lines installed in their rooms. One person told us nice clean beds and very comfortable, couldnt wish for anything better. Communal areas are spacious and comfortable with sufficient space for social activities Care Homes for Older People Page 19 of 27 Evidence: to take place. There is safe and accessible outdoor space for people to use in the warmer weather. There are infection control systems in place and all staff are provided with protective clothing to prevent any possible cross infection. The laundry facilities are well equipped and peoples clothing looked well cared for. People are encouraged to maintain their independence and equipment such as hand and grab rails and raised toilet seats are provided to make sure that people maintain their mobility. Care Homes for Older People Page 20 of 27 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. People are cared for by a well trained and motivated staff team, and protected by the recruitment practices which make sure that only suitable people are employed at the home. Evidence: There are sufficient staff on duty at all times to make sure that peoples needs are met. During the day there are four care assistants and the manager on duty. At night there are two waking night staff. There is always a trained first aider on duty, this makes sure that any major or minor incidents can be dealt with promptly. There is also a full time activities co-ordinator, and sufficient catering,laundry, domestic and maintenance staff. Staff spoken to during the visit confirmed that, in their opinion, the numbers of staff on duty was sufficient to give them time to sit and talk to the people living there. There is a programme of National Vocational Training (NVQ) in place and well over hald of the care staff have completed the award. This means that the workforce are qualified and competent to meet peoples needs. Staff spoken to said that they always welcome training opportunities. Care Homes for Older People Page 21 of 27 Evidence: People are protected by the rigorous and safe recruitment practices that the home adheres to. Four Staff recruitment files seen confirmed that all staff have a Criminal Records Bureau (CRB) disclosure before being employed as well as two written references. This makes sure that people are protected and only suitable people are employed at the home. People living at the home said that the staff were kind and attentive and met their needs promptly. People described the staff team as wonderful, top class and cannot do enough for you. Staff said that they liked working at the home one member of staff said good team morale, another said we are not just colleagues, we are friends, another said we all get on and are a good team. Two members of staff who were due to retire earlier in the year said that they enjoyed working at the home so much they had decided to stay on and postpone their retirement. Care Homes for Older People Page 22 of 27 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. The home is well managed and run in the best interests of the people living there. Evidence: The Registered Manager of the home is competent and experienced to run the home. She has completed the National Vocational Qualification (NVQ) level IV in management and care. People spoken to during the visit said that the manager was very approachable and listened to their views on the way the home is run. There is a formal quality assurance system in place in the home, and peoples views on how the home is run are actively sought. This involves people who live at the home, their family and friends and health and social care professionals. There are health and safety policies and procedures in place which makes sure that peoples safety and welfare is protected. Care Homes for Older People Page 23 of 27 Evidence: There are financial procedures in place which makes sure that peoples money is handled safely. A random check on cash held was made and both cash and records held reconciled. Staff records seen showed that staff have regular supervision meetings with their line manager. This makes sure that all staff have the opportunity to raise any issues affecting their work in a safe and confidential manner. All staff have an appraisal of their practice every six months. Peoples health and well being is protected by all staff receiving regular training on safe working practices. Health and safety records seen showed that all the required checks have taken place and certificates seen showed compliance with relevant regulations. The home completed their Annual Quality Assurance Assessment (AQAA). This document contained useful information about the home and the people living and working there. At present there are no people living at the home who are subject to a deprivation of their liberty authorisation, under the Mental Capacity Act 2005. Care Homes for Older People Page 24 of 27 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 25 of 27 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 Older People Page 26 of 27 Helpline: Telephone: 03000 616161 or Textphone: or 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) Commission for Social Care Inspection (CSCI). 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