Care Home: Oakmount Hostel

Similar services:

• Ark House

What the care home does well People said they were happy with their choice of this home. Their comments included: `It`s nice, I like it here` `I like everything about Oakmount` `I`m safe I have a roof over my head` `This is a good house` `Best place I have ever been` `It`s a peaceful and tranquil place to be`. People`s needs are assessed thoroughly before they start to use the service. This means that staff can be told about any specific needs they might have and know what help and support to provide. Staff have very good knowledge on people`s care needs and speak confidently about the care they give. They have very good knowledge of people`s individual support needs and can describe people`s routines well. They treat people well and are respectful of people`s dignity and lifestyle. People spoke highly of the service they were recieving and how they are involved in their own care. Comments included: `Staff understand us and what we are going through` `Always get the doctor if you need one and such a good doctor too` `Staff come with you on appointments, help you to sort things out` `I`d be dead if it wasn`t for here` `We are very well looked after` `Staff listen to us and our problems`. Staff have been trained to meet the specific health needs of people who use the service. Training has included, Mental Health First Aid, which trains people to recognise the early symptoms of some mental health conditions, alcohol awareness training with an emphasis on harm reduction and the effects of long term alcohol use. In the AQAA the manager said, `We treat our clients with respect and accept their choice of life style.` It was clear from staff`s interaction with people that they are none judgemental about people`s chosen lifestyle and they do not impose their views and beliefs on people. They are supportive in their manner with people and do not have rigid routines in the home.The atmosphere in the home is relaxed and life seems to go at the pace of people who use the service. People are free to move about the home as they wish and there are no set routines. People said this suited them well. One person said, `We can do what we want when we want, drink when we want without having to hide it`. Another said `I can go out whenever I want`. Another said, `Made me feel that I have more freedom`. There are a number of ways that people who use the service are involved in the running of it and `have a say`. These include, house meetings, surveys, day to day discussions, one-to-one consultations on policy/procedures and a suggestions box. People spoke highly of the food. Their comments included: `It`s always good` `The food is excellent`. People said they felt safe at the home. Their comments included: `It`s made me feel a lot safer than I did, `Security, I feel safe` `It`s a safe place to be` `Our money is kept safe and we are given help to budget and look after it`. People who use the service spoke highly of the staff team. These are some of the comments they made: `Can`t fault anything, staff are very approachable` `Everyone is nice` `The staff are kind` `Good company from both staff and clients` `Take good care of us, don`t know what I`d do without them` `All staff are marvellous, second to none` `Staff watch out for everyone but we can live how we want to live`. Staff were very positive about their training. They said: `We get good training and very clear guidance` `Plenty of training opportunities and always discussed with us what we need`. The home is very well managed by a manager with excellent leadership skills. People who use the service are involved in many aspects of the running of the home, their opinions and suggestions are valued. People who use the service and staff spoke highly of the manager. Comments included: `Top manager` `Can really talk to her` `She goes out of her way for us` `Fantastic manager, has such a passion for the service` `She makes sure it is all about the people that live here and the home is run for them` `Great support, very approachable, knows the job so well` `Has high standards and makes sure everyone else has too`. What has improved since the last inspection? The home has continued to work to a high standard, providing an excellent service to the people who live there. Care planning documentation has been developed to make it more accessible for people who use the service. The organisation has recently introduced some classes and events for people who use the service. These include a cooking class, food hygiene, creative arts, computer training, literacy and mumeracy skills. Some people who use the service have started some of these courses and said they enjoyed them. When asked how the service has improved, the manager said in the AQAA that people who use the service had assessed the effectiveness of their safeguarding adults policy and complaints policy as part of their involvement in the service. A volunteer gardener now works at the home to keep the gardens attractive. A stair lift has now been installed at the home. This makes it easier for people who may have difficulties with the stairs. The manager is currently undertaking a a degree in Leadership and Management to enhance her skills. In the AQAA she also told us she is the chair of the organisation`s Equality and Diversity Champions Group and is currently leading the preparations for achieving a nationally recognised award in Diversity which will promote and strengthen their committment to equality and diversity for people who use the service. What the care home could do better: The manager said they are wanting to improve the service by offerring people more choice on decor and furnishings in the home. Some consideration should be given to re-fitting both kitchens in the home to make them more comfortable for people who use the service. The staffing levels should be kept under review to make sure the social needs of people who use the service are fully met. Key inspection report Care homes for older people Name: Address: Oakmount Hostel 14 Oakmount Manningham Bradford West Yorkshire BD8 7BE     The quality rating for this care home is:   three star excellent service A quality rating is our assessment of how well a care home is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this full review a ‘key’ inspection. Lead inspector: Dawn Navesey     Date: 0 4 0 3 2 0 1 0 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Older People Page 2 of 31 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 31 Information about the care home Name of care home: Address: Oakmount Hostel 14 Oakmount Manningham Bradford West Yorkshire BD8 7BE 01274549307 01274549307 oakmount@hortonhousing.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Horton Housing Associaton care home 10 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 past or present alcohol dependence Additional conditions: Date of last inspection Brief description of the care home Oakmount is a purpose built home. It is about two miles from Bradford city centre. The home is on a bus route and is close to local amenities and shops. Up to ten men live in the home, all of whom may have been homeless and have alcohol addiction. The home is a wet house in that drinking alcohol is permitted. All bedrooms are single and there is a communal lounge, dining room - with pool table and kitchenette. Staff have a main kitchen, laundry and flat, where they sleep in. Oakmount does not provide nursing care. The building stands in its own grounds with parking to the front and good disabled access into the home. On 4th March 2010 the fees were 712 pounds and 11 pence per week. This fee includes hairdressing, chiropody, toiletries and some transport costs. 10 Over 65 0 Care Homes for Older People Page 4 of 31 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: three star excellent 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: The quality rating for this service is 3 star. This means the people who use this service experience excellent quality outcomes. The Care Quality Commission (CQC) inspects homes at a frequency determined by how the home has been risk assessed. The inspection process has now become a cycle of activity rather than a series of one-off events. Information is gathered from a variety of sources, one being a site visit. More information about the inspection process can be found on our website www.cqc.org.uk This visit was unannounced and was carried out by one inspector who was at the home from 10-30am until 5-15pm on the 4th March 2010. The purpose of the inspection was to make sure the home was operating and being managed for the benefit and well being of the people who use the service. And also to Care Homes for Older People Page 5 of 31 monitor progress on any requirements or recommendations made at the last inspection. Before the inspection evidence about the home was reviewed. This included looking at any reported incidents, accidents and complaints. This information was used to plan the visit. An AQAA (Annual Quality Assurance Assessment) was completed by the home manager before the visit to provide additional information. This was well completed and gave us all the information we asked for. Survey forms were sent out to people using the service, staff and health care professionals. None of these have been returned at the time of this report. We did however see the homes results of their most recent survey. Some comments from those have been used in this report. During the visit a number of documents and records were looked at and some areas of the home used by the people living at the home were visited. Some time was spent with the people who use the service, talking to them and interacting with them. Time was also spent talking to staff and the manager. Feedback at the end of the visit was given to the manager. Care Homes for Older People Page 6 of 31 What the care home does well: People said they were happy with their choice of this home. Their comments included: Its nice, I like it here I like everything about Oakmount Im safe I have a roof over my head This is a good house Best place I have ever been Its a peaceful and tranquil place to be. Peoples needs are assessed thoroughly before they start to use the service. This means that staff can be told about any specific needs they might have and know what help and support to provide. Staff have very good knowledge on peoples care needs and speak confidently about the care they give. They have very good knowledge of peoples individual support needs and can describe peoples routines well. They treat people well and are respectful of peoples dignity and lifestyle. People spoke highly of the service they were recieving and how they are involved in their own care. Comments included: Staff understand us and what we are going through Always get the doctor if you need one and such a good doctor too Staff come with you on appointments, help you to sort things out Id be dead if it wasnt for here We are very well looked after Staff listen to us and our problems. Staff have been trained to meet the specific health needs of people who use the service. Training has included, Mental Health First Aid, which trains people to recognise the early symptoms of some mental health conditions, alcohol awareness training with an emphasis on harm reduction and the effects of long term alcohol use. In the AQAA the manager said, We treat our clients with respect and accept their choice of life style. It was clear from staffs interaction with people that they are none judgemental about peoples chosen lifestyle and they do not impose their views and beliefs on people. They are supportive in their manner with people and do not have rigid routines in the home.The atmosphere in the home is relaxed and life seems to go Care Homes for Older People Page 7 of 31 at the pace of people who use the service. People are free to move about the home as they wish and there are no set routines. People said this suited them well. One person said, We can do what we want when we want, drink when we want without having to hide it. Another said I can go out whenever I want. Another said, Made me feel that I have more freedom. There are a number of ways that people who use the service are involved in the running of it and have a say. These include, house meetings, surveys, day to day discussions, one-to-one consultations on policy/procedures and a suggestions box. People spoke highly of the food. Their comments included: Its always good The food is excellent. People said they felt safe at the home. Their comments included: Its made me feel a lot safer than I did, Security, I feel safe Its a safe place to be Our money is kept safe and we are given help to budget and look after it. People who use the service spoke highly of the staff team. These are some of the comments they made: Cant fault anything, staff are very approachable Everyone is nice The staff are kind Good company from both staff and clients Take good care of us, dont know what Id do without them All staff are marvellous, second to none Staff watch out for everyone but we can live how we want to live. Staff were very positive about their training. They said: We get good training and very clear guidance Plenty of training opportunities and always discussed with us what we need. The home is very well managed by a manager with excellent leadership skills. People who use the service are involved in many aspects of the running of the home, their Care Homes for Older People Page 8 of 31 opinions and suggestions are valued. People who use the service and staff spoke highly of the manager. Comments included: Top manager Can really talk to her She goes out of her way for us Fantastic manager, has such a passion for the service She makes sure it is all about the people that live here and the home is run for them Great support, very approachable, knows the job so well Has high standards and makes sure everyone else has too. What has improved since the last inspection? What they could do better: The manager said they are wanting to improve the service by offerring people more choice on decor and furnishings in the home. Some consideration should be given to re-fitting both kitchens in the home to make Care Homes for Older People Page 9 of 31 them more comfortable for people who use the service. The staffing levels should be kept under review to make sure the social needs of people who use the service are fully met. If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line 0870 240 7535. Care Homes for Older People Page 10 of 31 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 11 of 31 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service can be sure that the home will meet their needs following a thorough assessment. Evidence: People said they were happy with their choice of this home. Their comments included: Its nice, I like it here I like everything about Oakmount Im safe I have a roof over my head This is a good house Best place I have ever been Care Homes for Older People Page 12 of 31 Evidence: Its a peaceful and tranquil place to be. In the AQAA, the manager said, We carry out a full needs assessment at a venue convenient to the prospective client prior to admission. We looked at the pre-admission assessment information for some people who use the service. A substance use and drinking habits assessment is carried out as part of this process and it was clear that people who use the service are fully involved in the assessment and agree to its content. The assessments can be carried out in peoples own homes, hospital, prison or at the Bradford Day Shelter. Staff who carry out the assessments are senior staff who have been trained to do so. Any issues that are identified at this stage that require particular care or support are then put into a care plan to make sure peoples needs are properly met. Also as part of the admissions process, people sign a licence agreement which sets out clearly what people can expect from the service and what the service expects of them. On the day of our visit an assessment was taking place that included a visit to the home for someone thinking of using the service. This person was shown round and introduced to staff and other people who use the service. Some people using the service said they had visited before they made the decision to move in. They said they had felt very welcome and comfortable during this. Care Homes for Older People Page 13 of 31 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 excellent quality outcomes in this area. We have made this judgement using a range of 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. People are involved in decisions about their lives, and play an active role in planning the care and suppport they receive. Evidence: People who use the service have a care plan developed by the home and based on their pre-admission assessment. The care plans are person centred and tailored to the needs of the individual person. In the AQAA the manager said they, Develop individual care plans as determined by the client and review these regularly. Care plans detail the personal and healthcare needs of the client and how needs are to be met. She also said they had looked at their care planning and risk assessment documentation to make it more user friendly and more accessible to people. People who use the service have been directly involved in the development of their care plans and were aware of the contents. There was recorded evidence that the care plans had been continuously reviewed and where Care Homes for Older People Page 14 of 31 Evidence: necessary amended as peoples needs changed or risks had been identified. One person who used the service said they had regular meetings with their keyworker to look at their support plans. There were some minor shortfalls with the care plans and risk assessments. Some plans did not give the full detail of how care needs are carried out, especially for someone whose physical health needs had changed recently. Terms such as monitor, needs support and needs assistance do not tell staff how much support a person needs and could lead to needs being overlooked. However, the manager was aware of this and had plans to introduce some new care planning documentation which will make sure all plans are completed in more detail. Despite these minor gaps in care plan and risk management documentation, staff were very familiar with peoples needs and could talk confidently about the support they give. Staff were able to describe peoples preferred routines with regard to their support and what works well for people. Most staff have worked at the home a number of years and have a very good knowledge of peoples individual needs and know people well. Staff said they found the care plans useful and they had all the information they needed for them to be able to give good support. One person said there was always someone to ask if they needed to know anything that wasnt in the care plan. Staff were patient 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. In the AQAA the manager said, Clients are treated with respect and their dignity and privacy are maintained. Staff gave good examples of how they respect peoples privacy and dignity at all times. People spoke highly of the service they were recieving and how they are involved in their own health care. Comments included: Staff understand us and what we are going through Always get the doctor if you need one and such a good doctor too Staff come with you on appointments, help you to sort things out Id be dead if it wasnt for here Care Homes for Older People Page 15 of 31 Evidence: We are very well looked after Staff listen to us and our problems. People said they felt their health had improved since moving in at the home. The manager said they try to support people with their drinking habits in a none judgemental way while always trying to maintain the model of harm reduction from the effects of drinking. Staff said they try to encourage people with healthy eating as best they can and make sure they have access to good nutrition at all times of the day. Help and advice is sought from health care professionals to make sure that people get the special help they need to maintain their health. In the AQAA the manager said, Where clients need the services of healthcare professionals we aim to bring those services into the home and work closely with the GP and District Nursing Team at the local health centre. We saw that good records were kept regarding peoples health needs. Staff have been trained to meet the specific health needs of people who use the service. Training has included, Mental Health First Aid, which trains people to recognise the early symptoms of some mental health conditions, alcohol awareness training with an emphasis on harm reduction and the effects of long term alcohol use. Other courses such as First Aid, medication awareness epilepsy and continence management have also been undertaken. The home uses a monitored dosage, pre-packed system for medication. All staff have been trained to use the system. We looked at medication storage and administration and found everything to be in good order. Care Homes for Older People Page 16 of 31 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 who use the service are able to make choices about their lifestyle and supported to develop their lifeskills. Social, educational, cultural and recreational activities meet most individuals expectations. Evidence: In the AQAA the manager said, We treat our clients with respect and accept their choice of life style. It was clear from staffs interaction with people that they are none judgemental about peoples chosen lifestyle and they do not impose their views and beliefs on people. They are supportive in their manner with people and do not have rigid routines in the home. The manager said, Client involvement is central to our work. As a result of listening to what people want from the service, social activities have increased which include outings and entertainment in the home. A number of policies and procedures have also been reviewed by people who use the service. The manager said, We have introduced a process and easy read format documents for consulting clients on changes to the service. There are a number of ways that people who use the service are involved in the running of it and have a say. These include, house meetings, surveys, day to day discussions, one-to-one consultations on policy/procedures and a suggestions box. Care Homes for Older People Page 17 of 31 Evidence: There are house rules in place. These have been drawn up and agreed jointly by people who use the service and the organisation. Whilst tolerance and understanding are needed within the home, there are certain behaviours that will not be accepted or tolerated. Everyone said they are aware of these and are in total agreement with them to ensure everybodys comfort in the home. One person said, Very happy with the house rules, all know where we are going and what we can do. Visiting times are restricted to certain times of day as part of this agreement to make sure people have time and space in the house for themselves. People who use the service said they had regular meetings with the staff and manager. One person said, You can call one anytime you like, if you feel theres a need. The atmosphere in the home is relaxed and life seems to go at the pace of people who use the service. People are free to move about the home as they wish and there are no set routines. People said this suited them well. One person said, We can do what we want when we want, drink when we want without having to hide it. Another said I can go out whenever I want. Another said, Made me feel that I have more freedom. One person however, who is dependant on staff to get him out and about in the community said he didnt feel he got out enough as there were not enough staff. On looking at the persons records it was clear that they had been bringing this up for some time at their key worker meetings. The manager agreed that this persons needs should be re-assessed now they were more dependant on staff for getting out. Other people said they had plenty to do at the home. They said they could use the computer, play pool, chat with friends, do some gardening or have the occasional entertainer coming into the home. People also said they had enjoyed the trips out to places of interest such as Blackpool. The organisation has recently introduced some classes and events for people who use the service. These include a cooking class, food hygiene, creative arts, computer training, literacy and mumeracy skills. Some people who use the service have started some of these courses and said they enjoyed them. In the AQAA the manager also said, Individuals are supported and encouraged to maintain their hobbies, interests and contact with family and friends. Menus are arranged based on likes and dislikes of people. This information is gained from people at the home having meetings with the cook. The cook has developed an extensive list of peoples likes and dislikes and makes sure people get the opportunity to have their favourite things. The main meal is provided at lunchtime. However, if people do not want to eat at that time, a meal can be chilled and reheated when requested. People said this suited them better, to be able to eat when they want to eat. Refreshments and snacks are available throughout the day and night. One person Care Homes for Older People Page 18 of 31 Evidence: told us they had had porridge in the middle of the night when they couldnt sleep. People spoke highly of the food. Their comments included: Its always good The food is excellent. People who are nutritionally at risk are referred to the dietician for support with this. Good records are maintained of what people eat and if nutritional supplements are taken. Staff are very supportive in the manner in which they encourage people to take a good diet. Care Homes for Older People Page 19 of 31 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. People who use the service are able to express their concerns, have access to an effective complaints procedure, and are protected from abuse. Evidence: In the AQAA the manager said, We listen to the views of our clients and take complaints seriously. We have a written complaints procedure and safeguarding adults policy which are made available to all clients. All staff have received training on adult protection, information is available in the home and all are aware of reporting procedures. People who use the service said they knew how to complain and who to speak to if they are generally unhappy about something. Most said they would speak to the manager or their keyworker. It was clear from staffs interactions with people that the people who live at the home seemed confident to raise their wishes or concerns. We looked at records of complaints and these showed that peoples concerns are taken seriously, complaints are fully investigated and people are informed of their outcome. People said they felt listened to. One person said, We have far more compliments for them than complaints. People said they felt safe at the home. Their comments included: Care Homes for Older People Page 20 of 31 Evidence: Its made me feel a lot safer than I did, Security, I feel safe Its a safe place to be Our money is kept safe and we are given help to budget and look after it. Staff were able to say what action they would take if they suspected abuse or had an allegation of abuse made to them. They were also able to describe the different types of abuse. All staff were clear on their responsibility to report abuse or allegations of abuse and confirmed they had up to date training. The manager is familiar with the local authority safeguarding referral system. This means people are properly protected. When asked how the service has improved, the manager said in the AQAA that people who use the service had assessed the effectiveness of their safeguarding adults policy and complaints policy as part of their involvement in the service. Care Homes for Older People Page 21 of 31 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. Overall, the environment is homely, comfortable and safe for people who use the service. Evidence: In the AQAA the manager said they Provide a good standard of accommodation. Maintain a clean and tidy home with adequate lighting and heating. Improvements have been made as a result of introducing 3 monthly Property checklists and electronic reporting of repairs to maintenance team. She also said they have Regular health and safety checks e.g. fire alarm, emergency lighting, hot water temperatures The manager said they are wanting to improve the service by offerring people more choice on decor and furnishings in the home. A tour of the building was carried out. Communal areas, bathrooms and bedrooms were visited. We found the home to be warm, clean and totally free of any offensive odours. People who use the service and staff clearly work hard to maintain good standards in the service. A number of people who use the service said they liked to help to keep the house looking nice. Staff said that people were quite house-proud and made sure one another respected the home as a home. However, some of the Care Homes for Older People Page 22 of 31 Evidence: decor and furnishings are looking a bit tired and worn in places. The manager is aware of this and has prioritised where is most in need of re-decoration and re-furnishing. She said that in this financial year they are due for a full re-decoration of the home. She said that people who live at the home will be choosing the colour schemes. There are a number of bathrooms or shower rooms in the home. One of the bathrooms has adaptations making it suitable for people who use a wheelchair. A stair lift has now been installed at the home. This makes it easier for people who may have difficulties with the stairs. People also have access to the laundry room to enable them to do their own laundry if they wish. Food preparation is carried out in the homes main kitchen. They had received 4 out of 5 stars from their last environmental health visit in June 2009. The kitchen is functional but would benefit from some updating and decorating. The manager said they are hoping the kitchen will be re-fitted in this coming year. There is also a small kitchen area where people can make drinks and snacks for themselves or a meal if they wished. Again this is looking a bit shabby, worn and out of date. People who use the service said they mainly use it for making hot drinks for themselves. Some said they would use it more if there was a gas cooker rather than an electric one in there. People who live at the home were pleased with their bedrooms and had personalised them with their own things such as furniture and pictures. People spoke highly of the home. They said: Always nice and clean Staff do a good job keeping it nice and clean We have the pool table and computer to go on. The home also has pleasant gardens to the front and back of the house. There is a seating area at the back. People who use the service said this is well used in the summer months. The home also has a volunteer gardener now. There are good sytems in place for the control of infection. Staff had been trained in infection control and could talk about the measures in place to prevent the spread of infection. Care Homes for Older People Page 23 of 31 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. Staff in the home are trained, skilled and in the main, in sufficient numbers to support people who use the service and to support the smooth running of the home. Evidence: People who use the service spoke highly of the staff team. These are some of the comments they made: Cant fault anything, staff are very approachable Everyone is nice The staff are kind Good company from both staff and clients Take good care of us, dont know what Id do without them All staff are marvellous, second to none Staff watch out for everyone but we can live how we want to live. Care Homes for Older People Page 24 of 31 Evidence: People who use the service said they felt there were enough staff available to them, most of the time. One person as previously mentioned said they wished there were more staff available to get him out in the community. Staff said they never felt rushed and had enough staff to meet peoples needs well as most people are so settled in the home. In the AQAA, the manager told us they had introduced a new rota to try and meet peoples needs better. More part-time staff have been employed to give more flexibilty in the rota and the times when staff are available. There are always at least two staff on duty, sometimes three and the manager works a mixture of flexible hours to cover what is needed. For people to be accompanied by staff on outings or appointments there must be three staff on duty as two must always be available in the home for reasons of health and safety. At night there is a waking night staff and a staff member who sleeps in. They are also supported by an out of hours on call system for emergencies. In addition to this there is a cook who also does some hours as a domestic for the home. In the AQAA the manager said, We follow a robust recruitment and selection procedure including the required checks and all new staff undertake a probationary period. We looked at the recruitment processes for people working at the home. The files had the relevant information to confirm these recruitment processes were properly managed. This included application forms, references and CRB (criminal records bureau) checks. Also in the AQAA, the manager said, Staff complete an annual training needs analysis and are given up to five days paid per year for training to ensure that they are skilled and competent in their role. The organisations training plan is comprehensive and training courses are widely available. The induction training is based on the Skills for Care common induction standards. We looked at staffs training records and saw they were up to date and regularly reviewed by the manager through supervision and appraisal. The majority of the staff team have achieved an NVQ (National Vocational Qualification) in care at level 2 or 3. This means they are qualified to do their job. Staff were very positive about their training. They said: We get good training and very clear guidance Plenty of training opportunities and always discussed with us what we need. Staff confirmed they received regular one to one supervision meetings. They said this gave them a good opportunity to discuss their role and progress. Care Homes for Older People Page 25 of 31 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is very well managed. The interests of people who use the service are seen as important to the manager and staff and are safeguarded and respected. Evidence: The manager has many years experience of both working at and managing the home. She is qualified to NVQ level 4 in care management and has the registered managers award. She is also currently undertaking a a degree in Leadership and Management to enhance her skills. In the AQAA she also told us she is the chair of the organisations Equality and Diversity Champions Group and is currently leading the preparations for achieving a nationally recognised award in Diversity, which will promote and strengthen their committment to equality and diversity for people who use the service. People who use the service and staff spoke highly of the manager. Comments included: Top manager Care Homes for Older People Page 26 of 31 Evidence: Can really talk to her She goes out of her way for us Fantastic manager, has such a passion for the service She makes sure it is all about the people that live here and the home is run for them Great support, very approachable, knows the job so well Has high standards and makes sure everyone else has too. In the AQAA the manager said, The ethos of the service is to place clients at its centre; consequently the service is specifically designed around the needs of clients not staff or systems. The Registered Manager strives to generate a culture in which staff embrace this ethos and are fully trained, supervised and supported to fulfil all aspects of their roles. Clients are regularly consulted about the running of the service and feedback is acted on. An annual improvement plan is included in the homes business plan. The manager sends out surveys to people who use the service asking for their views on any improvements that could be made. They then develop an improvement plan from any suggestions that people have made. The results of these surveys are displayed in the entrance hall of the home. The most recent survey showed people were very satisfied with the service they receive. The manager receives regular supervision from the area manager of the home. The area manager visits the home at least once per month to carry out monitoring visits. They speak with people who use the service and the staff during these visits. The manager had completed the AQAA to a good standard. It gave us all the information we had asked for and had identified well the improvements made to the service and future improvements she wanted to make. There are good systems in place to make sure peoples money is kept safe. People are also given good assistance and support to manage their money and look after it themselves. In the AQAA, the manager indicated that all health and safety matters in the home are Care Homes for Older People Page 27 of 31 Evidence: up to date. Arrangements are in place to make sure of safe working practices. The home has a comprehensive range of health and safety policies and procedures in place. Staff said they were familiar with these and explained how each staff member took on a health and safety responsibility within the home. Care Homes for Older People Page 28 of 31 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 29 of 31 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations 1 19 Some consideration should be given to re-fitting both kitchens in the home to make them more comfortable for people who use the service. The staffing levels should be kept under review to make sure the social needs of people who use the service are fully met. 2 27 Care Homes for Older People Page 30 of 31 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). 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