Care Home: Olive House

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What the care home does well Olive House is a vibrant warm, friendly home where the staff all work hard to make sure that the people living there are well looked after. A competent, highly qualified manager who leads from the front by setting high standards manages the staff team. All prospective residents are provided with good quality information before making up their mind whether to move into the home. They are visited by the senior staff team to have their needs assessed and are invited to see the home before moving in. People have their individual care needs met and are treated with dignity and respect by a caring well trained team of staff. Relatives consulted said that they are always made to feel welcome and are offered a cup of tea with the resident they are visiting. It is clear that the homes welcoming atmosphere encourages people to visit. People living at the home are offered choices throughout the day especially with their food, where it was observed that meals are of a good standard with plenty of fresh fruit and vegetables routinely used. Any complaints that people have are listened to and acted upon appropriately.There is enough staff on duty to make sure the resident`s needs are met, with the majority of staff having worked at the home for several years. Sociable activities are arranged at different times of the day to provide people with a variety to their daily lives. What has improved since the last inspection? The last inspection highlighted four requirements that the manager had to complete. These included adding photographs of each resident within there care plans. The sensitive area of dying wishes be obtained so appropriate last wishes could be carried out. Domestic staff were to be included when moving and handling training took place. A quality assurance audit be carried out of the service. There have been improvements to the environment with the kitchen having been completely refurbished, with the addition of a new cold cupboard. A new modern bath has replaced an older style version. The dining room flooring has been replaced. Several bedrooms have also been redecorated. What the care home could do better: This visit to Olive House concluded that the service offers an excellent standard of care to the residents and no requirements or recommendations were made. CARE HOMES FOR OLDER PEOPLE Olive House Olive Avenue Newton Flotman Norwich Norfolk NR15 1PF Lead Inspector Hilda Stephenson Unannounced Inspection 27th March 2009 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 Olive House DS0000027517.V374732.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. Olive House DS0000027517.V374732.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Olive House Address Olive Avenue Newton Flotman Norwich Norfolk NR15 1PF 01508 471718 01508 471719 olivehouse@btconnect.com 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) Mr Richard Gray Mrs Elizabeth Gray Mrs Elizabeth Gray Mr Richard Gray Care Home 35 Category(ies) of Old age, not falling within any other category registration, with number (35) of places Olive House DS0000027517.V374732.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 26th July 2006 Brief Description of the Service: Olive House was erected in 1996 and is a purpose built residential home designed to provide accommodation to 35 older people. Accommodation is on the ground floor and all rooms are single with en suite facilities. The communal space is generous and provides a large lounge, small sitting room and conservatory. The home is situated in the south Norfolk village of Newton Flotman in a quiet residential street and stands in its own grounds with a landscaped garden to the rear and a large car park to the front. The manager said that the current range of fees of living at Olive House, is from £475.00 to £505.00 a week, with additional costs for personal items such as toiletries, outings, newspapers, magazines, hairdressing and chiropody. Olive House DS0000027517.V374732.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. Care services are judged against outcome groups, which assess how well a provider delivers outcomes for people using the service. The unannounced key inspection of this service has been carried out using information from previous inspections, written information provided by the proprietors, some residents and their relatives as well as others who work in or visit the home. This unannounced inspection took place during the day on the 27th March 2009. The proprietor who also manages the home, deputy manager and senior carer were in attendance during the day. During the inspection a tour of the premises was undertaken, staff practice was observed, records and files were read and residents and their relatives were consulted. The quality outcomes were rated as residents receiving an excellent standard of care at Olive House. What the service does well: Olive House is a vibrant warm, friendly home where the staff all work hard to make sure that the people living there are well looked after. A competent, highly qualified manager who leads from the front by setting high standards manages the staff team. All prospective residents are provided with good quality information before making up their mind whether to move into the home. They are visited by the senior staff team to have their needs assessed and are invited to see the home before moving in. People have their individual care needs met and are treated with dignity and respect by a caring well trained team of staff. Relatives consulted said that they are always made to feel welcome and are offered a cup of tea with the resident they are visiting. It is clear that the homes welcoming atmosphere encourages people to visit. People living at the home are offered choices throughout the day especially with their food, where it was observed that meals are of a good standard with plenty of fresh fruit and vegetables routinely used. Any complaints that people have are listened to and acted upon appropriately. Olive House DS0000027517.V374732.R01.S.doc Version 5.2 Page 6 There is enough staff on duty to make sure the resident’s needs are met, with the majority of staff having worked at the home for several years. Sociable activities are arranged at different times of the day to provide people with a variety to their daily lives. 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. Olive House DS0000027517.V374732.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 Olive House DS0000027517.V374732.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): Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. The manager ensures that all prospective residents are visited and provided with written details about the service. This enables residents to make a decision whether the service can meet their needs. EVIDENCE: The manager has placed the written information in the reception area at the front of the building where visitors and residents have access to the service information. This is also available for prospective residents and there families to read before making up their mind to move in. The admission details of the last resident admitted to the home was read and the resident in question was spoken to in private. The manager had visited the resident and followed the admission process by obtaining their specific care and health needs so that they could be sure the service could offer and meet their needs. Olive House DS0000027517.V374732.R01.S.doc Version 5.2 Page 9 The contract between the resident and the home contained all the required information including the fees and other charges, and that the initial trial period was for four weeks when they would speak again so the resident could make up their mind whether to stay or look elsewhere. The home has a long waiting list and takes a large number of private residents as well as residents referred through social services. The manager explained that she visits all prospective clients with either her deputy or senior carer, where she explains the admission process; she invites all prospective residents to visit the home and if they cannot then a family member, so they can see the room on offer. The resident who was spoken to said she already knew the home so did not find it necessary to visit, but she was given the paperwork to read and left all the financial arrangements with her daughter. She said that she was happy with the admission arrangements that were made, but still felt rather new and preferred to stay in her room for the time being. She also said that the staff were ‘very friendly and patient with her’. The home does not offer intermediate care. Olive House DS0000027517.V374732.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): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People living in the home are well looked after and have their health and personal care needs met. EVIDENCE: Three residents selected at random were interviewed and their care plans read. These contained very individual care needs, which reflected the care, and support they were given by the staff. The care plans contained information regarding the activities of daily living including risk assessments so residents could maintain there standard of dependence. The care plans also contained residents past lifestyle, hobbies and interests so that these could be adapted to maintain outside interests and family connections. Evidence of regular health professional visits were in place and showed that the GP and District Nurse is called when required, and that regular monitoring is made by the dentist, optician and chiropodist. Olive House DS0000027517.V374732.R01.S.doc Version 5.2 Page 11 There was also a selection of equipment around the home to enable staff to assist residents. Staff who were spoken were knowledgeable about their residents and described the care needs of the residents who were spoken to and how they include them when there care plan is reviewed. The manager explained that all the care plans were currently being transferred from paper copies to the laptop and they were using the Care Docs system. This was seen and the care records already on it were of excellent value, the system flagged up any appointments, risks etc before the review date. The manager is currently training her staff to use the laptop and how this information is put into the computer records. The medication administration was demonstrated and a selection of the Medication Administration Records were checked and found to be in good order. The MAR charts were colour coded to correspond with the coloured dispensers to reduce risk of mistakes being made and should be commended. One of the senior care staff oversees the ordering and returning of medicines, which is carried out each week. Olive House DS0000027517.V374732.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): Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. People living at the home can choose from a variation of sociable activities and meals. EVIDENCE: The home was quite busy during this visit. The activity of ‘Who wants to be a Millionaire’ had been arranged in the large lounge, approx 20 residents were taking part. The activity programme was displayed in various parts of the home, although it was observed that staff informed residents that morning about the organised activities. Activities were arranged during different times of the day, so if residents had visitors they could take part with something else later on. The staff organise seasonal parties and raffles, evidence of a Mothers Day theme was being removed while an Easter theme for the central area was being prepared by both staff and residents. One resident said ‘this gives something for the grandchildren to take part in’. Several residents that were spoken to stated ‘how busy the home was and that there was always lots to do’. Olive House DS0000027517.V374732.R01.S.doc Version 5.2 Page 13 ‘I play carpet bowls from my chair, do exercises and have regular entertainment’. Throughout the home there were photographic evidence of the previous parties and outings that the residents had attended. One resident said ‘they did not want to join in with some of the activities and that staff popped in to talk to them in their room’. They had received the services of the local library and preferred to read. Visitors spoken to stated ‘ they felt included and made very welcome when they visited’. It was observed that many residents received a daily paper or delivery of magazines from the village shop just as they would at home. The majority of residents go to the dining room for their meals, although if they wish to have their meals in their rooms then the staff respect this. The menu showed that there is a four weekly change with adaptations including seasonal parties. Every resident is asked the day before what they would like for their main meals taking a choice from the menu. The cook caters for several specialist dietary needs, and keeps a list of the residents likes and dislikes in the kitchen. The kitchen was clean and contained good quality food, with regular deliveries of fresh fruit and vegetables. One resident who was on a special diet was not keen on some of the food that was offered, even though they had been asked their preferences. The majority of residents said ‘ the food is very tasty and there’s plenty of variety’. ‘Meals at the home are thoroughly enjoyable. This home exceeds all my expectations and I lived at two other homes prior to this one’. The lunch was observed to be a sociable occasion with residents meeting up to discuss the day’s events. Those residents requiring assistance with their meal were helped in a discreet manner by the staff. Olive House DS0000027517.V374732.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): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents can be confident that any complaints are taken seriously and acted upon in a non- biased manner. EVIDENCE: The manager stated that there had been one complaint that she had to deal with over the past year that had resulted in a satisfactory outcome. The complaints procedure was displayed for residents and visitors to see and was also contained within the written documentation in the service guide. Both visitors and residents said ‘any complaints that they might have, they would discuss with the manager, and were confident that it would be dealt with.’ During this visit only one negative comment regarding the residents specific dietary requirements were received and this was passed to the manager to deal with. The majority of residents complimented the staff and manager about the care and attention that they received. Staff files showed that that staff attended training in adult protection and when several staff was questioned about this training they all understood Olive House DS0000027517.V374732.R01.S.doc Version 5.2 Page 15 about the different forms abuse may take and also the whistle blowing procedure. Olive House DS0000027517.V374732.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): Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. People living at the home can be confident that the home is clean, comfortable and of a very high standard to meet there needs. EVIDENCE: The home was purpose built nine years ago. All the single bedrooms have ensuite facilities. There are two lounges, one games room containing a snooker table and one dining room. Access to the well maintained garden is from several places and many residents have there own access from their rooms. During the summer months the garden contains a miniature golf course, barbecue area and plenty of seating. The building is divided into three units all connected by a central area used for the themed displays, beside the manager’s office. Olive House DS0000027517.V374732.R01.S.doc Version 5.2 Page 17 There is also a treatment room so residents can have privacy if they are visited by a health professional; this is also used as the hairdressing salon once a week. The environment contains excellent facilities, and was found to be clean, tidy and contained comfortable furnishings. The manager said that the home had a rolling programme of routine maintenance, and when a bedroom changed hands this was the time when it was redecorated. Evidence showed that the kitchen had been refurbished, with the addition of a cold cupboard, new flooring had been laid in the dining room, and a more modern bath had been installed. There were adequate laundry and sluicing facilities in place although the washing machines were due to be replaced. There were also good systems that domestic staff monitored, with good infection control measures in place to reduce any risk to residents and staff. Olive House DS0000027517.V374732.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): Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. People living at the home can be confident that they are well cared for by highly trained staff that exceeds the numbers required. EVIDENCE: The staff at the home work via a set rota. Any holidays and sickness absence is covered by the staff team. During this visit there were five care staff on duty with the senior carer, deputy manager and manager, as well as the cook, kitchen assistant and two domestic staff. The home cares for 35 residents and the number of staff exceeds the recommended requirement to care for their individual needs. There is also a regular weekly visit by the maintenance man and gardener. Residents spoken to described the staff as ‘very friendly, polite and always willing to help’. This was observed throughout the day, the interaction between staff and residents showed that the team had a good understanding of their needs and that they had their best interests at heart. Staff files showed that the manager follows a strict regime when recruiting new staff waiting for the required checks before commencing employment. She stated that all new staff work alongside the original care staff until they felt Olive House DS0000027517.V374732.R01.S.doc Version 5.2 Page 19 confident to work on their own. All new staff follows a clear induction programme taught and monitored by the manager. The standard of training within the home should be commended, as there is now ninety nine per cent of the care and domestic staff have achieved the accredited NVQ training. Olive House DS0000027517.V374732.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): Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. People living at the home can be confident that their health and wellbeing are looked after by a good managerial style. EVIDENCE: The manager also owns the home; she is very well qualified to care for the residents and manages a good quality staff team. Since opening the home nine years ago the standard of care has improved to be of an excellent quality. Residents spoke very highly of the manager and staff team stating that ‘nothing is too much trouble’. Olive House DS0000027517.V374732.R01.S.doc Version 5.2 Page 21 Staff also confirmed that they were led by a good manager and that the high standards of care were down to her. They also said that they received regular supervision and a yearly appraisal, this was seen within the staff files. The manager holds regular residents and staff meetings to enable communication to be passed around, these meetings concluded with future planning of the residents activities, outings and parties being arranged. The quality assurance survey had recently been conducted with several responses from residents, staff and visitors read during this visit. The manager stated that the results were to be fedback to everyone when it had been completed. There were safe procedures in place to protect residents monies held for them with a sample checked and found to be correct. The required health and safety checks were seen with the home having safe systems in place to protect residents and staff from harm. Olive House DS0000027517.V374732.R01.S.doc Version 5.2 Page 22 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 4 3 4 x x N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 3 DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 4 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 x 18 3 4 3 x x x x x 3 STAFFING Standard No Score 27 3 28 3 29 4 30 4 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 4 x 3 x 3 3 x 3 Olive House DS0000027517.V374732.R01.S.doc Version 5.2 Page 23 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 Olive House DS0000027517.V374732.R01.S.doc Version 5.2 Page 24 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 Olive House DS0000027517.V374732.R01.S.doc Version 5.2 Page 25 - 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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