Care Home: Oakwood Court

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What the care home does well The outcomes for people living in Oakwood Court are very good. The home is well run and effectively managed by an efficient manager and a good stable team of staff. The home has a warm and friendly atmosphere, which people said made them feel comfortable and generally well looked after. People also felt confident that their views were taken into account and acted upon. The home carries out comprehensive assessments and people`s care plans are informative and kept up-to-date. A good variety of activities are offered and the home is currently starting up a fund to purchase a mini bus to enable people to go out more frequently. The staff were seen to work well together as a team and over 90% of them hold an NVQ qualification in care and this is very commendable. A good level of flexible training is also offered. The home is comfortable and clean and maintained to a high standard. What has improved since the last inspection? No requirements or recommendations were made during the last inspection, however the manager has now completed the Registered Managers Award (RMA). Several areas of the home have been refurbished and redecorated and the home now has a dedicated activities room. A new door entry and call bell system has been installed to improve safety and communication throughout the home. More flexible training courses have been introduced so that more of the night staff can attend. What the care home could do better: No requirements or recommendations were made during this visit. CARE HOMES FOR OLDER PEOPLE Oakwood Court Amberley Close Haywards Heath West Sussex RH16 4BG Lead Inspector Merle Blakeley Unannounced Inspection 7th December 2007 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 Oakwood Court DS0000014647.V354122.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. Oakwood Court DS0000014647.V354122.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Oakwood Court Address Amberley Close Haywards Heath West Sussex RH16 4BG 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) 01444 458872 01444 458872 office@sxhousing.org.uk www.sxhousing.org.uk Sussex Housing and Care Mrs Elizabeth Miles Care Home 33 Category(ies) of Old age, not falling within any other category registration, with number (33) of places Oakwood Court DS0000014647.V354122.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. Up to 33 male and/or female service users aged over 65 years in the category of old age may be accommodated. 27th October 2006 Date of last inspection Brief Description of the Service: Oakwood Court is a care home registered to provide care and accommodation for 33 service users in the category OP (older persons, not falling within any other category). The home is located on the edge of Haywards Heath town centre, close to shops and facilities offered by the town. The home was opened in 1992 and consists of a two-storey purpose built building with extensive, well-maintained gardens. A lift facilitates access to both floors. All bedrooms, except one provide single accommodation. All individual accommodation provides en suite facilities comprising a level access shower, toilet and wash hand basin. Sussex Housing and Care are the registered providers of Oakwood Court. As of 7th December 2007 the fees range from £384.00 to £430.00 per week. Hairdressing and chiropody services are extra charges. Oakwood Court DS0000014647.V354122.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced key inspection was carried out on 7th December 2007. As well as this site visit information was also gained from a returned Annual Quality Assurance Assessment (AQAA), ten service user surveys, six relative surveys, six staff surveys and one survey from a visiting professional. During the visit the inspector was able to talk to seven residents, two visitors, three staff and the manager. Document reading was carried out and a health and safety check was conducted. Staff were observed throughout the visit interacting with residents. Twenty-three surveys were returned and many spoke highly of the level of care that the home was providing. Comments such as “they treat my mother really well”, staff are splendid and very caring” and ” I think the staff work jolly hard” were received. Two people felt that sometimes there should be more staff on duty. What the service does well: What has improved since the last inspection? No requirements or recommendations were made during the last inspection, however the manager has now completed the Registered Managers Award (RMA). Several areas of the home have been refurbished and redecorated and the home now has a dedicated activities room. A new door entry and call bell system has been installed to improve safety and communication throughout the home. More flexible training courses have been introduced so that more of the night staff can attend. Oakwood Court DS0000014647.V354122.R01.S.doc Version 5.2 Page 6 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. Oakwood Court DS0000014647.V354122.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 Oakwood Court DS0000014647.V354122.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): 3 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Comprehensive assessments are carried out before a prospective resident moves into the home. EVIDENCE: Before a person moves into Oakwood Court a thorough assessment of their needs are carried out. The manager or the deputy manager and a key worker will carry out the assessment either in the home or in the prospective persons current environment. Involving the key worker at this early stage provides a person with an introduction to the staff member who will be responsible for their ongoing care and this can be very reassuring during the sometimes difficult transition period of moving into a residential home. Regular reviews are carried out on all residents to ensure that the home is continuing to meet their needs. Records revealed that people were having their Oakwood Court DS0000014647.V354122.R01.S.doc Version 5.2 Page 9 assessments carried out between one and three times a year depending on their personal circumstances. The homes information states that staff are encouraged to provide a holistic approach towards meeting people’s individual needs. This service is used frequently for people who are requiring short respite stays throughout the year and the manager stated that many people then feel comfortable to return and remain in the home on a permanent basis. Oakwood Court DS0000014647.V354122.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 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Comprehensive care plans are maintained and the home is currently meeting people’s healthcare needs. Medication is appropriately administered and during this visit people were seen to be treated with respect and dignity by staff. EVIDENCE: A number of care plans were viewed and the information they contained was informative, up-to-date and relevant. Key workers review care plans monthly and they provide each person with short and long term goals. Staff who were spoken to on the day appeared knowledgeable about people’s individual needs. The current healthcare needs of people were discussed with the manager and records showed that residents have access to a broad range of health professionals such as their own GP, district nurses, dentists, opticians, dieticians etc. Three of the current residents have diabetic conditions and staff Oakwood Court DS0000014647.V354122.R01.S.doc Version 5.2 Page 11 had received training in this subject to help them better understand the additional health concerns these people may experience. The home has produced clear policy guidelines for the administration of medicines. Staff have completed a Foundation Course in the Care and Control of Medicines. One resident self medicates and the home had carried out a suitable risk assessment to ensure that the person was able to safely administer her own medicines. This risk assessment is kept under regular review. Medication records were checked and they were found to be in order and well maintained. Pharmacy audits are carried out twice a year. During this visit the inspector was able to observe staff interacting with residents and they were seen to treat people with respect and dignity. Several people were asked as to whether the staff team respected their privacy and dignity. The responses were very positive and people said that they felt well treated by staff and they found them to be caring and respectful. Oakwood Court DS0000014647.V354122.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 excellent. This judgement has been made using available evidence including a visit to this service. The home is providing people with a good level of varied recreational activities. Visitors are made welcome in the home. People are able to make certain choices and decisions. The home provides people with a varied and well-balanced diet. EVIDENCE: People are provided with the monthly activities calendar, which is displayed in their room. The home is providing a good level of recreational activities which include exercise classes, quizzes, entertainers, film shows, PAT Dog, computers, carpet bowls, reminiscence etc. One of the rooms in the building has been redecorated and refurbished to become a dedicated activities room. A care worker has taken on the role of activities co-ordinator and people who were spoken with said they felt the home offered a good variety of activities. Two people felt there were too many activities. During the four-monthly residents meetings people are asked about what type of activities they would like to be involved in and some have said they would like more opportunities to go out on day trips. The home has responded to this by starting up a fund to Oakwood Court DS0000014647.V354122.R01.S.doc Version 5.2 Page 13 purchase a mini bus for the future. During this visit the annual Christmas Party was due to be held in the afternoon and a lot of relatives, friends and board members from Sussex Housing & Care were due to attend. The inspector had the opportunity to speak to two people who were visiting relatives in the home. Both stated that staff were very caring and friendly and they were always made to feel welcome. There are no restrictions put on visiting times and many visitors are able to stay and have lunch/dinner with their relative or friend. The home has recently redecorated the guest room and relatives are able to stay in this room on request. Several people were asked as to whether they felt they could make choices and decisions in their lives. They all felt that they could make choices about certain aspects of their lives. They said they had keys to their rooms if they wanted, they could chose the meals they eat, decide if they wanted to join in with activities or not and go out if they were able. They were also able to choose the décor of their rooms and the furniture. They said if they were not happy they could go and speak to the manager and there were always opportunities to discuss issues at the residents meetings. The home has commenced inviting a local advocacy service to come in and talk to people, so that they are aware of their rights. Some residents are now actively using these advocacy services. The home employs a qualified chef who produces a well-balanced and varied diet. The daily menu is displayed in the communal areas and includes options if people do not want the main dish of the day. The chef also prepares alternative meal options for people who require special diets. Of the ten resident comment cards that were returned the majority of people stated that they were generally happy with the meals that were being provided. Oakwood Court DS0000014647.V354122.R01.S.doc Version 5.2 Page 14 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 are confident that complaints are taken seriously and acted upon appropriately. Staff have received training on how to protect vulnerable people against abuse. EVIDENCE: The home has produced a suitable complaints policy and procedure, which is displayed in the main hallway. As well as a general complaints book the home has also provided a book whereby people can make comments/complaints about the food. Both books were viewed and no concerns or complaints had been received. The home has produced a policy and procedure for the protection of vulnerable adults and the latest version of the Sussex Multi Agency Policy & Procedures for Safeguarding Vulnerable Adults was available in the office. Training records revealed that staff have attended adult protection training. The home has not received any adult protection alerts. To further protect residents, the home has installed a new door entry and call system. Oakwood Court DS0000014647.V354122.R01.S.doc Version 5.2 Page 15 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 & 26 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Oakwood Court provides residents with a safe, comfortable and well maintained environment EVIDENCE: Oakwood Court is a purpose built home, which provides pleasant and homely communal areas and comfortable individualised bedrooms, which all contain en suite facilities. There are also two assisted baths in the home. Push button doors are in use for ease of opening and there is a lift to the second floor bedrooms. There is also an attractive large garden area to the rear of the building. The home recently received a grant to refurbish and redecorate the activities room. This room is also used for church services and training purposes. As well as a designated activities room the home also has its own separate laundry room and hairdressing room. On the day of this visit the home was found to be very clean and tidy and odour free. Oakwood Court DS0000014647.V354122.R01.S.doc Version 5.2 Page 16 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 excellent. This judgement has been made using available evidence including a visit to this service. The home has a stable and committed staff team with all the staff having acquired an NVQ qualification in care. The home carries out suitable recruitment procedures and staff are offered a good level of training. EVIDENCE: The home currently employs nine full time and six part-time care staff and a further twelve ancillary staff. Normally there are two carers, a senior staff member and the manager on duty in the morning and in the afternoon there are two carers and a senior staff member. The home employs two waking night staff. Three staff were spoken to during this visit and they all stated that they continued to be happy working at Oakwood Court. They felt well supported and thought the home was being well managed. A lot of the staff have worked in the home for a number of years and this has contributed to people receiving good continuity of care. The manager stated that the home is currently building up its bank of relief staff to ensure that there are always enough people to cover shifts for when the permanent staff are on annual leave or sick leave. The inspector noted that staff and residents got on very well together and the home had a happy and relaxed atmosphere. Oakwood Court DS0000014647.V354122.R01.S.doc Version 5.2 Page 17 All but one of the staff team holds an NVQ qualification. All staff have gained NVQ Level 2 and others have either completed Level 3 or are currently working towards it. This level of NVQ training is very commendable. Several staff recruitment files were viewed and they contained all the required documentation; CRB checks, two references, employment history, photos and proof of ID. The staff training file was viewed and staff have been able to attend a good range of courses such as health and safety, first aid, diabetic awareness, protection of vulnerable adults, infection control, care planning, food hygiene, Parkinson disease and continence awareness. Some staff were experiencing difficulties in attending training courses in the afternoons so the home is now providing courses that run in the evenings as well. Staff said that they could choose the courses they wanted to attend during staff meetings. Oakwood Court DS0000014647.V354122.R01.S.doc Version 5.2 Page 18 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, 33, 35 & 38 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. The home is managed in a caring and proactive manner with an effective quality assurance programme in place. People’s finances are being safeguarded. The home continues to ensure that the health, welfare and safety of both residents and staff are promoted at all times. EVIDENCE: The manager has successfully completed the Registered Managers Award (RMA) and has now been in her current post for over a year, prior to this she was the deputy manager for a number of years. Residents and staff who were spoken to on the day stated that they found the manager to be very approachable, friendly and efficient in her role. Staff also said they felt well supported in their roles and appreciated her ‘open door’ policy. Oakwood Court DS0000014647.V354122.R01.S.doc Version 5.2 Page 19 The home has produced an effective quality assurance system, which includes sending out satisfaction surveys to residents, visitors, relatives and visiting professionals, providing monthly company reports, monthly Regulation 26 visits and a service development plan that involves participation from the staff team. A number of Regulation 26 reports and survey results were viewed and these indicated that the home is actively responding to the views of the people who live there The home looks after a number of people’s finances and two of these records were checked and they were found to be in order. A health and safety check was carried out and the home has had a fire risk assessment carried out in January 2007. Fire drills are carried out regularly and the fire alarms and emergency lighting are checked on a weekly basis. All staff have received training in fire safety. A staff member has produced the fire safety instructions on a CD Rom format, so that people who have difficulty with reading can listen to this information instead. Staff that are responsible for any food preparation have received training in basic food hygiene. Oakwood Court DS0000014647.V354122.R01.S.doc Version 5.2 Page 20 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 X X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 3 14 4 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X 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 4 X 3 X 3 X X 4 Oakwood Court DS0000014647.V354122.R01.S.doc Version 5.2 Page 21 Are there any outstanding requirements from the last inspection? NO 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 Oakwood Court DS0000014647.V354122.R01.S.doc Version 5.2 Page 22 Commission for Social Care Inspection Hampshire Office 4th Floor Overline House Blechynden Terrace Southampton SO15 1GW 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 Oakwood Court DS0000014647.V354122.R01.S.doc Version 5.2 Page 23 - 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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