Care Home: Norbury Resource Centre

What the care home does well People`s needs were known to the service prior to admission. The assessments ensured that the service had sufficient information to assess if they were able to meet the person`s needs. Accurate care plans will contribute to the delivery of care. People were satisfied with the care they received. People and relatives expressed their views: Their opinions were: `The care is very good, we wish it could be more permanent`. `The care is brilliant`. `The communication with us is very good`. `They look after us very well`. Activities were well organised and people were able to exercise their right of choice within the service, therefore this provided stimulation and an enhanced quality of life. People lived in an environment that had been maintained to a good standard to provide a safe and homely environment for their short stay. The staff recruitment process provided protection for the people. The people and relatives were satisfied with the staff. The comments from the people and relatives were: `The staff are very good and should get a pay rise`. `The staff are competent, helpful and friendly`. `The staff are always polite and friendly`. `They (the staff) are warm and friendly, always cheerful and help you with any problems`. The organisational management contributed to the effective operation of the service. What has improved since the last inspection? There had been compliance with the requirements listed in the last inspection report. The risk assessment were completed. The electrical hard wiring certificate had been obtained. Locks had been provided for the bathrooms. The water temperatures were being monitored. The weeds and moss had been removed, and no razors were found tobe left unattended. What the care home could do better: Accurate care plans will contribute to the delivery of care, however it should not be assumed that on the next admission that the care needs were the same. The service had a complaints procedure. However the service was unable to demonstrate that it was operating according to the company policy, and resolving issues which may have been raised, as none were recorded. Inspecting for better lives Key inspection report Care homes for older people Name: Address: Norbury Resource Centre Norbury 2 Crabtree Road Sheffield S5 7BB     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: Ivan Barker     Date: 2 5 0 6 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 25 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 25 Information about the care home Name of care home: Address: Norbury Resource Centre 2 Crabtree Road Norbury Sheffield S5 7BB 01142425978 01142441969 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) : Sheffield Care Trust care home 12 Number of places (if applicable): Under 65 Over 65 12 dementia Additional conditions: 0 The service may admit persons between the ages of 60 and 65 years. Where additional services are provided eg day care, outreach, escort duty, staffing for this must be over and above that required by the care home. Date of last inspection Brief description of the care home Norbury Resource Centre (RC) is owned and run by Sheffield Care Trust. Norbury RC is a care home, which does not provide nursing care. It is purpose built and has room to care for up to twelve residents, male and female, who have a diagnosis of dementia. The building has three floors. The first floor and basement areas are offices, which are used by other care professionals, for example social workers. Norbury RC is on ground floor level. The home has twelve single bedrooms. There is a passenger lift, which residents can use if they are going to the basement area to attend a meeting. Otherwise residents do not generally use these areas. Two bedrooms are funded by the hospital for residents who require a period of Care Homes for Older People Page 4 of 25 Brief description of the care home recuperation following a hospital stay. The remaining ten bedrooms are for short term or respite residents some of who may live in the community but need to be looked after for short periods to give their carers a break or may not be able to stay at home during alterations or redecoration. Norbury RC is in a residential area called Norwood. There is a good bus route nearby which runs into Sheffield town centre. There are shops and pubs within a short distance. There is a day centre attached to the home, but was not inspected as part of this visit. Care Homes for Older People Page 5 of 25 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: 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 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. Only a limited number of the National Minimum Standards were examined at this inspection (with the emphasis on the key standards) and the previous requirements. The person present at the inspection was: Care Homes for Older People Page 6 of 25 C Scott manager. Within this site visit, which occurred over a 5 hour period we examined requirements relating to the previous inspection, toured the building, case tracked 2 people (case tracked means looking at the care and service provided to specific people living at the home; checking records relating to the health and welfare, care plans and other records; by talking to people; viewing their accommodation as well as communal living areas). We also spoke with other people and staff and examined assessments, care plans, risk assessments, menus, complaint files, staff files and quality monitoring documents. The history of the service was examined prior to this site visit. This included the AQAA (Annual Quality Assurance Assessment) which is a self assessment document, telephone contacts, letters and notifications. People who use the service will be referred to within this report as people. What the care home does well: What has improved since the last inspection? There had been compliance with the requirements listed in the last inspection report. The risk assessment were completed. The electrical hard wiring certificate had been obtained. Locks had been provided for the bathrooms. The water temperatures were being monitored. The weeds and moss had been removed, and no razors were found to Care Homes for Older People Page 8 of 25 be left unattended. 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 7535. Care Homes for Older People Page 9 of 25 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 25 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. Peoples needs were known to the service prior to admission. The assessments ensured that the service had sufficient information to assess if they were able to meet the persons needs . Evidence: On examination of the care management assessments within 3 care plans, it was established there were assessments from the care management. On discussing the assessments with the manager, he advised that he received all the assessments prior to a person being admitted into the service. These assessments detail the persons social and physical health needs. The manager advised that intermediate care was not provided within the service. Care Homes for Older People Page 11 of 25 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. Accurate care plans will contribute to the delivery of care, however it should not be assumed that on the next admission that care needs were the same. People were satisfied with the care they received. Evidence: The service provided respite care for 8 individuals. On examination of the care plans, from 2 people, it was established that they had comprehensive risk assessments included within the documentation. The daily entries within the care plans had been recorded on a daily basis. However one persons care plans showed that the individual who came into the service for respite care in September 2008 had not had a review on their admission in June 2009. We were informed that this may have been an oversight as it was normal practice to review a persons care needs when they returned to the service, or identify that the persons needs had not changed, and the care plan should continue. On monitoring another care plan, it was established that this one has been reviewed. The manager agreed to speak to staff and remind them that there should be Care Homes for Older People Page 12 of 25 Evidence: a review on admission. The photocopying of some documents was rather poor and not in line with the page. Again the manager agreed to speak to the staff regarding this issue. People and relatives expressed their views: Their opinions were: The care is very good, we wish it could be more permanent. The care is brilliant. The communication with us is very good. They look after us very well. The storage, ordering, administration and disposal of medications was discussed with the manager. He explained that people brought in their own medication. The information was copied from the label on the medication into the Medication Administration Records. On examination of the Medication Administration Records it was found that all the medication records had been signed. The medications were stored within a trolley in the dining room. The trolley was chained to the wall. It was discussed that it would be beneficial to improve the security of the medication and increase the space within the dining room, by relocating the trolley to a locked room. This was agreed by the manager and the operations manager. Care Homes for Older People Page 13 of 25 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. Activities were well organised and people were able to exercise their right of choice within the service, therefore this provided stimulation and an enhanced quality of life. Evidence: The manager advised that the staff were responsible for organising activities, and that activities did occur. He evidenced this by producing care plan records, photographs and the Norbury Newsletter that showed that activities and outings did occur. There were individualised records which recorded when people were observed to be watching television, chatting with relatives or staff, or undergoing beauty therapy etc. Music movement occurred on Wednesdays. Other activities included cooking, crafts, gardening sessions, library. Church services occurred on a monthly basis. Entertainers visited monthly or bi-monthly. There were also outings to pantomimes, public houses, Derbyshire and Cleethorpes. Regarding the meals, there was a menu board displayed which offered 2 choices for the main meal and at tea. The manager advised that when they were being served, individuals were offered a choice of meal. We observed that this practice did occur. Care Homes for Older People Page 14 of 25 Evidence: Also whilst monitoring the serving of the food, we observed that a person requested a choice of meal that was no longer available from the servery. The member of care staff raised the request with the cook, who immediately went back into the kitchen to produce the requested meal. This meal was delivered to the person within a few minutes. Care Homes for Older People Page 15 of 25 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. The service had a complaints procedure. However the service was unable to demonstrate that it was operating according to the company policy, and resolving issues which may have been raised, as none were recorded. Evidence: The complaints procedure was available within the Service User Guide. The complaints procedure was also displayed at the entrance. On requesting to examine the complaints file we were advised that there had been no complaints. It was discussed that it would be beneficial if any complaints verbal or written were recorded within a complaints file, and that this information could be used as part of a quality monitoring of the service. Regarding Safeguarding Adults, the service had policies and procedures which were available to staff. There was also an emergency on-call system for senior managers should any issues be raised outside of normal working hours. All staff had undertaken safeguarding adults training, and the manager was able to evidence this, by showing us the training certificates. Care Homes for Older People Page 16 of 25 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 lived in an environment that had been maintained to a good standard to provide a safe and homely environment for their short stay. Evidence: The respite service was provided in a building that was shared by other departments of the Local Authority. All the doors from the respite unit had been secured by keypads to ensure the people did not enter these areas or have access to the staircases. On touring the building, it was found that the service was clean, generally well maintained, except for some signs of wear and tear on the wardrobes and gloss paintwork. As the service provided respite care. The bedrooms contained the necessary items regarding a bed, wardrobe etc and also pictures on the walls. The rooms were set up as a Hotel style. Therefore the rooms were not as personalised by the individuals as would be seen in rooms with permanent residency. Regarding the requirements from the last inspection, The electrical hard wiring had been checked and a certificate provided, which was seen by us. The moss and weeds had been removed. There was no evidence of razors being left unattended. Locks had Care Homes for Older People Page 17 of 25 Evidence: been fitted to the bathrooms and water temperatures were monitored. Care Homes for Older People Page 18 of 25 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. The staff recruitment process provided protection for the people. The people and relatives were satisfied with the staff. Evidence: On examination of the staff rotas and examination of the staff on duty, the following was established. AM shift 1 team leader and 2 care staff. PM shift 1 team leader and 2 care staff. Nights 2 care staff. Plus a manager, operations manager (deputy manager), clerical administrator, cook and domestic services. Caring for 8 people. A full assessment of the dependence levels of the people was not undertaken and Care Homes for Older People Page 19 of 25 Evidence: compared with the indicated staffing levels. A team leader worked on a 10 AM to 4 PM shift for the purposes of staff supervision. On examination of 2 staff files, both contained the required documentation, including the Criminal Records Bureau and Protection Of Vulnerable Adults (POVA) checks. On examination of 4 staff training records, it was established that 3 files contained certificates of all the necessary training. Within 1 staff file it was established that the member of staff last received moving and handling training in January 2008. It was identified from the rotas that this individual was back on duty on 6th July 2009. The manager confirmed that this individual would receive moving and handling training on her return to work. The benefits of implementing a training matrix system was discussed with the manager so that he was aware when all staff had completed the necessary training. Within the AQAA (Annual Quality Assessment Assurance)which is a self assessment document completed by the service, it states that 14 of the 19 care staff have a NVQ (National Vocational Qualification) Level 2 or above. The comments from the people and relatives were: The staff are very good and should get a pay rise. The staff are competent, helpful and friendly. The staff are always polite and friendly. They (the staff) are warm and friendly, always cheerful and help you with any problems. Care Homes for Older People Page 20 of 25 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 organisational management contributed to the effective operation of the service. Evidence: There was not a registered manager in post. The manager advised that there were interviews arranged for the substantive post and the closing date for applications had been the 29 June 2009. Therefore the intention was to submit an application to be registered following the interview. The manager advised that he had 25 years experience in the provision of care and 15 years experience in management. Regarding Quality Assurance, the deputy manager undertook the quality monitoring of the care and service provision, and provided reports for the manager. These reports were shown to us. The manager provided monthly reports to the service director. Care Homes for Older People Page 21 of 25 Evidence: Surveys were sent out an annual basis to people, families and professionals. The Norbury Satisfaction Survey, which was a summary of the information obtained from the surveys was displayed within the service. A copy was shown to us. Regulation 26 documentations, which are a record of the registered persons monthly visits, were up-to-date. Regulation 37 notifications, which are documents that are sent to the Commission regarding untoward occurrences, including falls, accidents etc have been received by us. The information showed that appropriate action had been taken. The AQAA informed us that all the equipment had been maintained and serviced as necessary, and that all policies and procedures were up-to-date. Care Homes for Older People Page 22 of 25 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 23 of 25 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 1 7 15 The persons care needs should be assessed and recorded when being admitted into the service. All staff are aware of the persons care needs. 04/09/2009 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 24 of 25 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). 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. 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