Care Home: Norwood Residential Home

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What the care home does well Norwood House is very well managed and provides good quality care to the people living at the home. Residents have their needs thoroughly assessed and detailed in an individual care plan and there is good evidence that they are fully involved in assessments, care planning and reviews. Residents are encouraged to maintain their independence and tell us that they are treated with respect and have their privacy and dignity upheld. They are able to maintain links with their local community and keep in touch with their family and friends. There is a wide range of group and individual activities to meet the interests and abilities of residents and meals provided are varied and well balanced. The home is comfortable, safe and clean, and well maintained. The garden is pleasant and accessible. The home has a highly committed, trained and competent team of staff. Resident`s comments included: "All the staff are caring and courteous", "There are always plenty of staff on duty and they are always friendly and helpful", "Impressed by the caring nature of the staff" and "I would like to emphasisewhat a wonderful place Norwood is.....I am very happy at Norwood it has given me a sense of security". There is a wide range of Quality Assurance and self monitoring procedures in place that fully involve residents and demonstrate a commitment to provide a high standard of care. What has improved since the last inspection? The homes recruitment processes are thorough and robust and safeguard service users. In particular, a requirement made following the last inspection had been met; care workers had provided a full employment history and where there were gaps they had been explored. What the care home could do better: There were no shortfalls identified at this inspection and no recommendations or requirements have been made. CARE HOMES FOR OLDER PEOPLE Norwood Residential Home 14 Park Road Ipswich Suffolk IP1 3ST Lead Inspector Tina Burns Unannounced Inspection 7th August 2008 09:30 X10015.doc Version 1.40 Page 1 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 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Norwood Residential Home DS0000024461.V369897.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Norwood Residential Home DS0000024461.V369897.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Norwood Residential Home Address 14 Park Road Ipswich Suffolk IP1 3ST Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) 01473 257502 01473 216697 home.IPS@mha.org.uk www.mha.org.uk Methodist Homes for the Aged Ms Nicola Louise Cantwell Care Home 45 Category(ies) of Dementia (20), Old age, not falling within any registration, with number other category (45) of places Norwood Residential Home DS0000024461.V369897.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 21st August 2006 Brief Description of the Service: Norwood is a care home providing personal care and accommodation for 45 older people. It is owned by Methodist Homes for the Aged, a charitable organisation that has a number of homes throughout the country. The organisation does not restrict its care provision to Methodists or those who follow any religious persuasion. The home is situated in a residential area of Ipswich town, overlooking Christchurch park and close to the town centre and associated facilities. The property consists of the original building (formerly a Bishops palace) and modern purpose built extensions. All bedrooms have en-suite facilities. There are 43 single bedrooms and one twin room to accommodate 45 residents. The home has three floors with a passenger shaft lift giving access to the first floor and a chair lift to the second. The extensive gardens are well maintained, accessible to all and are one of the outstanding features of the home. The current fees are £470 to £590 per week. These fees do not include personal newspapers, chiropody or hairdressing. Norwood Residential Home DS0000024461.V369897.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is two star. This means the people who use this service experience good quality outcomes. This was an unannounced key inspection, which focused on the core standards relating to older people. The report has been written using accumulated evidence gathered prior to and during the inspection. The inspection process included a tour of the premises and examination of a wide range of documents and records including three residents care plans and three staff files. We also observed activity at the home and spoke with several residents and care workers throughout the course of the day. Information has also been gathered from the homes Annual Quality Assurance Assessment (AQQA) submitted to the commission in July 2008, and survey forms completed by 9 residents, 5 staff and 1 health care professional. The homes manager, Ms Nicola Cantwell, was on duty at the time of our visit and fully contributed to the inspection. What the service does well: Norwood House is very well managed and provides good quality care to the people living at the home. Residents have their needs thoroughly assessed and detailed in an individual care plan and there is good evidence that they are fully involved in assessments, care planning and reviews. Residents are encouraged to maintain their independence and tell us that they are treated with respect and have their privacy and dignity upheld. They are able to maintain links with their local community and keep in touch with their family and friends. There is a wide range of group and individual activities to meet the interests and abilities of residents and meals provided are varied and well balanced. The home is comfortable, safe and clean, and well maintained. The garden is pleasant and accessible. The home has a highly committed, trained and competent team of staff. Resident’s comments included: “All the staff are caring and courteous”, “There are always plenty of staff on duty and they are always friendly and helpful”, “Impressed by the caring nature of the staff” and “I would like to emphasise Norwood Residential Home DS0000024461.V369897.R01.S.doc Version 5.2 Page 6 what a wonderful place Norwood is…..I am very happy at Norwood it has given me a sense of security”. There is a wide range of Quality Assurance and self monitoring procedures in place that fully involve residents and demonstrate a commitment to provide a high standard of care. What has improved since the last inspection? What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Norwood Residential Home DS0000024461.V369897.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR 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) Scoring of Outcomes Statutory Requirements Identified During the Inspection Norwood Residential Home DS0000024461.V369897.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 1, 2, 3, 5 & 6. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Prospective residents and their representatives can expect to have the information they need to decide whether the home will meet their needs. EVIDENCE: The home had an up to date Statement of Purpose that reflected the changes in their registration since the last inspection. There was also a detailed and informative guide for residents called “welcome to your new home”. Nine out of the nine residents that completed surveys told us that they had received enough information about the home before they moved in to make a decision about whether it was the right place for them. One resident said “Received plenty of information, also verbal communication was excellent. All my questions and queries were answered”. Resident’s records examined included assessments that were very detailed and covered a wide range of needs. The information provided a clear picture of the Norwood Residential Home DS0000024461.V369897.R01.S.doc Version 5.2 Page 9 residents’ needs, and included an assessment of the level of mental frailty the resident may have to ensure the home can meet their needs in the area of dementia. It was positive to note that the residents and their relatives were fully involved in the assessments wherever possible. The assessments were completed in a style that was person centred and identified their individual needs, likes, dislikes and preferences. There was evidence that other professionals such as GP’s, Occupational Therapists and nutritionists, are consulted where specialist needs are identified. Information gathered from the pre admission assessments was used to produce residents individual care plans. Comments received in staff surveys included “We are informed of all relevant information prior to a new resident coming into the home” and “I think the information we are given is good”. Records examined and discussion with the manager evidenced that prospective residents or their representatives are encouraged to visit the home and new residents are admitted for a trial period of approximately eight weeks during which they and their relatives can decide if they want to stay and the home can confirm that they feel they can meet the resident’s needs. A letter is sent to the resident and their relatives at the end of the trial period inviting them to a review. Following the review a letter is sent from the manager to the resident (and their family) where appropriate to confirm the decision and reaffirm that the home feels they can meet the residents on going needs. Records examined and feedback from resident’s surveys confirmed that each resident has a written contract stating the homes terms and conditions. The home does not provide intermediate care. Norwood Residential Home DS0000024461.V369897.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9, 10 & 11. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The health and personal care that people receive is based on their individual needs. The principles of respect, dignity and privacy are put into practice. EVIDENCE: Information provided in the homes Annual Quality Assurance Assessment (AQAA) and records examined evidenced that comprehensive and highly individual care plans are in place for each resident that reflects the needs identified in their assessments. The care plans examined covered the following areas; Health promotion, Spirituality and Religious practice, End of life decisions and preferences, Personal Care, Mobility and Dexterity, Emotional and Mental Frailty, Living, Working and recreation, Maintaining a safe environment, Communication, Resting and Sleeping, Promotion of Continence, Relationships, Change, Loss and Adaption and Medication. Norwood Residential Home DS0000024461.V369897.R01.S.doc Version 5.2 Page 11 Records examined, feedback from surveys and people spoken with confirmed that the care provided by the home matches the care plans and meets resident’s needs. Six out of nine residents that completed surveys said that they always received the care and support they need and three said that they usually receive the care and support they need. Comments from one resident included “Staff are caring and courteous. My needs are high but I have never, ever been made to feel my needs are excessive”. Each resident is allocated a designated “key worker” who is responsible for keeping the care plan up to date. There was good evidence that the care plans were up to date and regularly reviewed. Observations made during the inspection, feedback from surveys and records examined confirmed that residents are appropriately supported with their health needs. The home works closely with health professionals involved in the care of the residents, for example GP’S and Community Nurses. Eight of the nine residents that completed surveys said that they always received the medical support they need and one said that they usually receive the medical support they need. Comments from one resident included “I have been helped by a carer to attend hospital appointments”. The survey completed by a health professional tells us that the home meets individual’s health care needs by actively seeking advice and acting upon it to manage and improve individual’s health care needs. The home had appropriate policies and procedures in place for the safe administration and handling of medication. One member of staff was observed administering lunch time medication. They had a clear knowledge of the homes procedures and confirmed that they had undertaken training in this area. This was confirmed in the training records examined. The home used a monitored dosage system and medication was removed from the blister pack directly into a small pot which was given to the resident. The Medication Administration Records (MAR charts) that were looked at had been appropriately completed, there were no gaps identified and staff administering the medication had signed with their initials. There was also appropriate use of codes to identify if medication had been refused or not taken for any reason. Observations were that staff interacted positively with residents and were polite and respectful at all times. All personal care was given in the privacy of resident’s rooms. The health professional that completed a survey form told us that the home “Always” respected individual’s privacy and dignity. Comments received from residents included “They are always friendly and helpful”, “All the staff are caring and courteous” and “Impressed by the caring nature of the staff”. Nine of the nine residents that completed surveys confirmed that they felt staff always listened to them and acted on what they had to say. Norwood Residential Home DS0000024461.V369897.R01.S.doc Version 5.2 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 & 15. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who use this service can expect to maintain contact with their families and friends, participate in activities of their choice and enjoy a varied and well balanced diet. EVIDENCE: Feedback in the surveys returned and observations made during the inspection confirmed that visitors are made welcome at the home and residents are enabled to maintain contact with their friends and families. Information provided in the homes AQAA and observations made during the inspection confirms that the home continues to provide a wide range of activities. There is a full and varied activity programme arranged by a dedicated activities co-ordinator that runs over seven days a week. It is devised in consultation with residents and displayed throughout the home. Activities available for August included a trip to Felixstowe, musical entertainment and a Harvest Festival service. Residents also told us that they had just enjoyed a strawberry tea at their summer fayre. Norwood Residential Home DS0000024461.V369897.R01.S.doc Version 5.2 Page 13 On the day of inspection residents and care staff were observed participating in a “Sonas” session which involved music, songs and exercise to stimulate the senses. The manager explained that these sessions had been introduced on a daily basis since the last inspection and were particularly helpful in stimulating people with dementia. The home had also purchased a new interactive gaming system which had been received with enthusiasm by some residents. Resident’s social needs and interests are documented in their individual care plans and in addition to group activities one to one activity time is programmed where appropriate. One resident told us that they prefer not to participate in group activities and tend to stay in their own room but “staff pop in to chat and take me out in my wheelchair on warm days”. During the inspection residents were seen using some of the smaller, more private communal areas to meet with their visitors or talk in small groups. Those preferring their own company had the privacy of their own rooms. The home has its own chapel which enables residents to attend services. They also have links with various local churches to provide opportunities for worship for various faiths and denominations. Photographs displayed throughout the home and residents spoken with confirmed that the home takes good advantage of the adjacent park. Residents are regularly supported to enjoy the park facilities and often use the “park mobile” to enjoy a trip around the park and some refreshment before returning home. Since the last inspection the homes courtyard has been landscaped with consideration to resident’s physical and sensory needs and is a safe outdoor area that can be enjoyed by all residents. It was very positive to see a leaflet displayed for resident’s information entitled “Seize the Day”. The leaflet promoted the opportunity for residents to fulfil their dreams or ambitions with the help of the home, for example by arranging on their behalf a journey, a visit or a personal challenge. The home is a member of Care Aware Advocacy Service. They pay an annual subscription fee which entitles all of their residents to free independent advice and information on care related matters. Information displayed throughout the home clearly informs residents of their right to access their personal records and advises them of the process in place. Feedback from residents and observations made confirms that residents are able to personalise their rooms with their own possessions and belongings. The home had two dining areas, one for residents accommodated on the ground floor and the other for residents accommodated on the first and second Norwood Residential Home DS0000024461.V369897.R01.S.doc Version 5.2 Page 14 floor. Residents preferring to could eat in the privacy of their own room could do so if they wished. Dining tables in the communal areas were attractively set with suitable utensils and condiments. Each table had a dish of vegetables, a gravy boat and a jug of water so that people could serve themselves; those requiring support were appropriately assisted. On the day of inspection the main options at lunch time were plaice or shepherds pie. The dessert was egg custard, jelly and ice cream or yogurts. The food looked and smelled appetising. The menu displayed looked varied and nutritionally well balanced. Of the nine residents that completed surveys five said that they always liked the meals provided, three said that they usually liked them and one said that they sometimes liked them. With the exception of comments from one resident that said that the food was tasteless all other comments were positive and included “I am frail and my appetite is poor. I am always offered and given meals which are not on the menu to tempt my appetite”, “Splendid cook” and “I have really enjoyed the food”. Norwood Residential Home DS0000024461.V369897.R01.S.doc Version 5.2 Page 15 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16 & 18. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who use this service can expect their complaints to be listened to, taken seriously and acted upon. Further more they can expect to be protected from abuse. EVIDENCE: The home had a complaints procedure in place, which was displayed in the entrance of the home and provided clear information about the stages and timescales of the complaint process. Information provided in the homes Annual Quality Assurance Assessment and discussion with the manager tells us that there have been no formal complaints made in the last twelve months. Feedback from residents suggests that any issues raised are dealt with promptly and resolved before they reach the complaints stage. Nine out of nine residents that returned surveys told us that they always knew how to make a complaint and they knew who to speak to if they were not happy. They also confirmed that staff listened to them and acted on what they had to say. Records seen and feedback from staff confirmed that they had received Safeguarding Adults training and those spoken with were clear about the indicators of abuse and how to report any concerns. The AQAA confirms that there are clear and robust policies and procedures in place on abuse, restraint, handling resident’s money and probity. Norwood Residential Home DS0000024461.V369897.R01.S.doc Version 5.2 Page 16 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19, 21, 22, 23, & 26. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents can expect to live in a well maintained environment that meets their needs and is safe, clean and comfortable. EVIDENCE: Since the last inspection there has been an additional extension to the home to provide six further bedrooms and a communal lounge area. Each of the new bedrooms have en-suite facilities and are in excess of twelve square metres. In September 2007 the commission approved an application submitted by the home to vary their registration from 39 to 45 places, also increasing their capacity to admit older people with dementia from 4 to 20. Information provided in the homes AQAA, discussion with the manager and a tour of the premises evidenced that in addition to the extension other significant ‘works’ have been carried out to the building. Every communal room Norwood Residential Home DS0000024461.V369897.R01.S.doc Version 5.2 Page 17 including five tea bars, all bathrooms, the conservatory, dining areas and activities room has been decorated and refurbished. There has also been two additional assisted baths installed, a library created, an additional pharmacy store and a wheelchair store created. The manager advised that now that the building works are completed they intend to replace all carpets and curtains throughout the building. At the time of inspection all areas seen were tidy, safe and clean and the home smelled fresh and pleasant. Out of nine residents surveys returned seven said that the home was always clean, two said usually. Comments from residents included “The two cleaners do a wonderful job” and “my room is spotless and cleaned regularly”. The furniture, décor and facilities provided were of a good quality, comfortable and pleasant and suitable for residents needs. Discussion with care workers, observations made and a tour of the premises confirmed that appropriate procedures and facilities were in place to safeguard residents from infection. Staff were provided with suitable protective clothing and had undertaken training in infection control. Norwood Residential Home DS0000024461.V369897.R01.S.doc Version 5.2 Page 18 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 & 30. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents can expect to be safeguarded by the homes recruitment procedures. Further more, they can expect to be supported by a team of care workers that are trained and competent to do their jobs. EVIDENCE: Three staff recruitment records were examined and included all documentation required including photographs, evidence of ID, CRB checks, application forms, references and health checks. Feedback from staff and records seen confirmed that new carers undertake an induction programme that meets the Skills for Care induction standards. Staff training covers areas such as safeguarding adults, health and safety, fire safety, food hygiene, infection control, manual handling, safe administration and handling of medication and dementia care. One care worker is currently being supported to undertake a qualification in reflexology so that the home has an in-house reflexologist. The homes Annual Quality Assurance Assessment tells us that over eighty-four percent of care workers hold or are undertaking NVQ level 2 in care or above. Comments from staff about training included “My training is ongoing, it covers many areas and it is of a very high standard”, “Brilliant dementia training…” and “All the training is really, really good”. Norwood Residential Home DS0000024461.V369897.R01.S.doc Version 5.2 Page 19 Feedback from care workers tells us that with the exception of some episodes of short notice sickness absence the home is appropriately staffed to meet resident’s needs at all times. Six out of nine residents that completed surveys said that they always received the care and support they need and three said that they usually received the care and support they need. Five said that staff are always available when they need them and four said that they are usually available when they need them. One resident said that they sometimes have to wait a while for their call bell to be answered but another said “There are always plenty of staff on duty and they are always friendly and helpful”. Norwood Residential Home DS0000024461.V369897.R01.S.doc Version 5.2 Page 20 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 32, 33, 35, 36, 37 & 38. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home is well managed and run in the best interests of the residents. The health, safety and welfare of staff and service users is promoted and protected. EVIDENCE: Nicola Cantwell is the registered manager. She has considerable experience of management in the care sector and holds the Registered Managers Award and NVQ level 4 in the Management of Care. The manager was receptive to the inspection process, welcomed discussions about the running of the home and was clearly committed to meeting National Care Standards and providing a good quality of service. This has been evidenced in the high standard of Norwood Residential Home DS0000024461.V369897.R01.S.doc Version 5.2 Page 21 compliance throughout the seven outcome groups in this report. Information provided in the AQAA, observations made during the inspection and feedback from staff and residents confirm that the manager provides clear and strong leadership; is approachable and highly respected. The manager advised that since the last key inspection, in August 2006, there had been some changes to the management structure of the home. Previously the management team consisted of the manager and three assistant managers. It now consists of the manager, a deputy manager and three senior care workers. The manager reported that this structure is now working well and the home is benefiting from a team that is appropriately trained and clear about their roles and responsibilities. Comments received from staff and residents about the running of the home included “The past year was a difficult one especially for the staff who made it as easy as possible for the residents while the new building was being built on to the rest and alterations being made to the rest of the building. They really were splendid and all pulled together. Congratulations to them and especially to the senior staff who had to shoulder so much responsibility”. “I would like to emphasise what a wonderful place Norwood is. The home manager in particular makes everything seem so achievable” and “Nikki’s wonderful, can’t fault her”. Information provided in the homes AQAA, records examined and discussion with the manager evidenced that the home has comprehensive and thorough Quality Assurance procedures in place. They included an annual “Standards and Values Assessment” carried out by senior advisors from the Methodist Homes for the Aged, a six monthly internal audit involving residents and junior staff, an annual resident satisfaction survey and an internal management review. Residents meetings are used to discuss the findings of quality assurance activity and consult residents about action plans for improvements. The home demonstrates a clear cycle of planning, action and review in consultation with residents and staff. Further more, the homes AQAA submitted to the Commission in July 2008 was completed to a high standard and demonstrated that the manager was clear about what they do well and how they intend to improve. Information provided was fully supported by evidence. The home does not generally handle resident’s finances, preferring they remain independent or assisted by a family member or representative. However appropriate procedures are in place to control and record any transactions that take place. The home also has a safe for residents use and all rooms have a lockable facility. Records seen and feedback from staff evidenced that staff are appropriately supervised. They attend regular staff meetings and have individual supervision sessions with the manager or deputy manager. The manager also advised that Norwood Residential Home DS0000024461.V369897.R01.S.doc Version 5.2 Page 22 opportunities for “on the job” supervision has improved with the introduction of senior care workers. All records required were made available during the inspection and were maintained up to date and in good order. Records referenced during the inspection included staff recruitment records, staff training and development records, residents care plans and pre admission records, medication records, accident records, health and safety and maintenance records. Discussion with the manager, observations made during a tour of the premises and records seen confirmed that routine maintenance and health and safety tests are carried out, for example fire alarm and fire equipment tests, water temperature checks, manual handling equipment checks and portable appliance tests. Appropriate individual, generic and environmental risk assessments had also been carried out. Training records confirmed that staff undertake appropriate health and safety training such as infection control, food safety, manual handling, fire safety, first aid and control of substances hazardous to health (COSHH). Procedures for reporting accidents and incidents were in place and notifications required by the Commission have been made. Norwood Residential Home DS0000024461.V369897.R01.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 3 3 3 X 4 n/a HEALTH AND PERSONAL CARE Standard No Score 7 4 8 3 9 3 10 3 11 3 DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 3 3 3 3 X X 3 STAFFING Standard No Score 27 3 28 4 29 3 30 4 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 3 3 X 3 3 3 3 Norwood Residential Home DS0000024461.V369897.R01.S.doc Version 5.2 Page 24 Are there any outstanding requirements from the last inspection? None STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations Norwood Residential Home DS0000024461.V369897.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection Eastern Region Commission for Social Care Inspection Eastern Regional Contact Team CPC1, Capital Park Fulbourn Cambridge, CB21 5XE National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Norwood Residential Home DS0000024461.V369897.R01.S.doc Version 5.2 Page 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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