Care Home: Oliver House - City of York Council

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What the care home does well People who use the service are given good information about what is provided. This helps them decide if the home is right for them. People who would like to move into the home have a full assessment to make sure the home can meet all their needs. People are involved in deciding what care they need and a plan is then drawn up. This gives everyone a say in planning services they will receive. Staff observed at the home show a good understanding and knowledge of people they support. The staff enable people to live their lives in the way they choose. Individuals are well supported with their health care. People see their GP, Dentist, Optician, District Nurse and Chiropodist whenever they need to. The home has good involvement with their local community and encourages volunteers to be involved at the home. What has improved since the last inspection? The medication policy has been reviewed and updated to ensure better practice. Nutritional assessments and end of life plans have been added to the care records. New flooring has been fitted to the ground floor corridor, this has improved the quality of the environment. What the care home could do better: People could be more involved in decision making about the home, the introduction of residents meetings may help to facilitate this. There are areas of the home which need redecoration these are the shower room and the 1st floor toilet. People had some good opportunities to take part in activities but the appointment of an activities organiser would further improve people`s choices and opportunities. Where volunteers are working in the home the manager must be sure that all the necessary checks have been undertaken. Key inspection report Care homes for older people Name: Address: Oliver House - City of York Council Oliver House 20 Bishophill Junior York North Yorkshire YO1 6ES     The quality rating for this care home is:   two star good 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: Linda Trenouth     Date: 1 9 1 0 2 0 0 9 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 28 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) Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 28 Information about the care home Name of care home: Address: Oliver House - City of York Council Oliver House 20 Bishophill Junior York North Yorkshire YO1 6ES 01904653301 01904613221 margaret.handy@york.gov.uk www.york.gov.uk City of York Council care home 30 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: The maximum number of service users who can be accommodated is: 30 The registered person may provide the following category of service only: Care Home only, Code PC. To service users of the following gender: Either. Whose primary care needs on admission to the home are within the following category: Old age, not falling within any other category, Code OP, maximum number of places 30 Date of last inspection Brief description of the care home Oliver House is a care home run by City of York Council and registered to provide a service for 30 older people of either gender aged over 65 years who do not have any specialist requirements. Oliver House was purpose-built approximately 40 years ago and is located within a short walk of local facilities in Micklegate. The centre of York is within 1 mile.The accommodation is provided in single rooms on three floors.The upper floors are accessible via passenger lift. There is an enclosed rear garden. There are limited Care Homes for Older People Page 4 of 28 Over 65 30 0 2 0 1 0 2 0 0 8 Brief description of the care home parking spaces. The fees charged in October 2009 are £ 469.14 per week. Additional charges are made for hairdressing, chiropody services and individual items like toiletries. The service provides an information booklet about the home to prospective residents.The statement of purpose and service user guide,which gives information about the home is available,with a copy of the latest inspection report, for people to read. Care Homes for Older People Page 5 of 28 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: This report follows a unannounced visit to the home. The inspection also included gathering information and facts before and after the visit to decide the overall judgement. During the visit the records were reviewed and we watched staff working, and talked to people who live at the home. We also looked around the building. The main purpose of this inspection is to make sure that the home continues to provide a good standard of care. Comment cards were sent to people who use the service and the staff, to give them the opportunity to comment on how well they thought the home had done. We have reviewed our practice when making requirements, to improve national Care Homes for Older People Page 6 of 28 consistency. Some requirements from previous inspection reports may have been deleted or carried forward into this report as recommendations, but only when it is considered that people who use services are not being put at significant risk of harm. In future, if a requirement is repeated, it is likely that enforcement action will be taken. Feedback was given to the manager at the end of the visit. The requirements made during this visit can be found at the end of the report. Care Homes for Older People Page 7 of 28 What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details 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 Care Homes for Older People Page 8 of 28 order line 0870 240 7535. Care Homes for Older People Page 9 of 28 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 10 of 28 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 are given good information and are well assessed before they move into the home. This is important to make sure the home is right for them and can meet their needs Evidence: People are given thorough information about the home and the care the service is able to provide. Following this they are invited to visit the home to experience for themselves and decide if the home is right for them. The home has some beds allocated for short stays based on the 2nd floor. This is where people are usually admitted straight from hospital. People staying here also confirmed that they too had been given good information about the home before they commenced their stay. One individual had recently been admitted to the home and their records were Care Homes for Older People Page 11 of 28 Evidence: reviewed. They had had a full assessment prior to them moving in to make sure the home would be able to meet their needs fully. The assessment was comprehensive covering all aspects of social and health needs and included their individual preferences. This is important to make sure the home meets peoples needs in a way that they prefer. Care Homes for Older People Page 12 of 28 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are treated with respect and dignity by the staff and they receive personal care based on their individual needs. Evidence: Each person living at the home is registered with a GP. Individuals each have a health care plan, which clearly records their individual health care needs. They have good support from staff in meeting their health care needs such as Dental, Optical and Chiropody. All health care needs are monitored in the care plan, people are weighed regularly and additional risk assessments are undertaken such as manual handling, nutritional and pressure care. This is important to make sure that important needs are not overlooked. People spoken to at the time of the inspection feel the staff respect their privacy and dignity. They said, Staff always knock before they come into my room and make sure they talk about Care Homes for Older People Page 13 of 28 Evidence: personal things in private Care Homes for Older People Page 14 of 28 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 enjoy a variety of interesting activities but their involvement in decision making in the home could be improved. Evidence: People also have a life history, which staff record in their care records. This helps staff get to know people better and understand their experiences and what is important to them. Peoples preferred social activities are recorded in their care plan and help the staff support them in their choice of activities in the home. There is a good programme of activities available in the home, this includes quizzes, bingo, table games, musical entertainment, reminiscence, art and craft and gardening. Although meal times are set, staff say that people can have a meal at a different time or in a different setting other than a dining room. During the visit the lunch time meal was sampled, this was home made meat pie, potatoes and vegetables, followed by chocolate pudding and chocolate custard. There was no choice at the meal time but people say that the staff ask you earlier in the day what you would like to eat. The home should display daily menus for people to familiarise themselves with the food available for each meal. Care Homes for Older People Page 15 of 28 Evidence: Tables were nicely presented in a pleasant manner and staff service was prompt. One person said, the food is always hot, which is good Staff say that they organise activities and there are volunteers visiting the home providing an interesting variety of experiences for people living at the home. Some people tell us that they feel their should be more activities organised in the home, there should be more stimulation, the days are long others say, you can choose to take part in these activities or not. I prefer to spend time in my room or go out for a walk around York The staff organise a range of interesting and varied activities but the introduction of an activities organiser could improve the range of choices and experiences people have. During the visit two volunteers were working on an art media project, this was using cameras and projectors to provide a variety of stimulating images for people. They had also set up a web cam, of the bird table and feeding area in the garden for people to enjoy. The local school were due to visit the home the next day to produce art work which was to be projected on the large screen on the wall. People told us that they enjoyed the children visiting the home, it makes for a very lively afternoon Peoples involvement in decision making could be improved by the home having residents meetings. Discussion was held with the manager about the recent change of use of a residents lounge on the 1st floor into a staff training room. This was a decision made by the manager to meet training needs but was a detrimental move for the people who live at the home. People have been informed that they may use other lounges on other Care Homes for Older People Page 16 of 28 Evidence: floors via the lift. The manager also says that they are still welcome to use the training room, but this is arranged with flip charts and chairs and not as welcoming and comfortable. The manager must always involve people who live at the home in important decisions that effect the home. Care Homes for Older People Page 17 of 28 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 can be confident that their concerns and complaints are dealt with appropriately and that safeguards are in place to protect them from abuse. Evidence: There is a complaints procedure which is included in the service user guide, which is available in peoples care files and on display in the home. All those spoken with felt confident that they could take their complaints to the staff or the manager, and that they would deal with them promptly. People said the staff are very approachable and easy to talk to, Staff have all completed training in the protection of vulnerable adults. Staff say that they would refer any concerns brought to their attention to the manager, who in turn would report the matter to the appropriate body for investigation. The care quality commission (CQC)has not received any complaints about the service since the last inspection. People that require assistance with their personal monies are protected by robust financial procedures. Receipts are held and daily audits of monies occur, these are also further monitored and the local authority also run their own internal audits of the Care Homes for Older People Page 18 of 28 Evidence: financial affairs of the home. Care Homes for Older People Page 19 of 28 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People live in a comfortable home. Evidence: The home was clean, hygienic and free from offensive odours throughout. There are good systems are in place to control the spread of infection. The home has a secure door entry system to make sure unauthorised people cannot gain entry. This helps keep people safe. The staff welcome visitors when they arrive. There is a large living room on the ground floor and a smaller lounge on the second floor. There are dining areas on all three levels. New flooring has been fitted to the ground floor corridor. People have comfortable bedrooms which are individually decorated. People tell us, I have my room the way I like it with my special things I like to spend time in my room it is very comfortable. Discussion was held with the manager about the redecoration needed to the shower room and the toilets on the 1st floor. Both areas had wall paper peeling off the walls Care Homes for Older People Page 20 of 28 Evidence: and water damage to the celings. A passenger lift is available to help people gain access to all areas of the home. There is a patio and a garden with garden furniture for people to sit outside in the better weather. The tiles have been repaired in the laundry and hand wash facilities are available for staff throughout the home, this helps to prevent cross infection. Care Homes for Older People Page 21 of 28 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. People are supported by a safely recruited and well trained staff team but where there are volunteers at the home the manager must make sure they too are safe to work at the home. Evidence: Robust recruitment practices are in place to ensure that people living at the home are fully protected. The recruitment files of two staff were examined. Application forms were completed appropriately and interview notes are kept on file. Two satisfactory references, proof of identification and Criminal Records Bureau (CRB) and Protection of Vunerable Adult (POVA) checks are also on file. Recruitment of staff at the home is done in a responsible way with checks being undertaken to make sure that people are safe to work at the home, this further protects people of the home by making sure the right staff are recruited. Staffing levels were reviewed and the staffing levels at the home were consistently good. People living at the home say, The staff always come when we need some help, they are always busy Care Homes for Older People Page 22 of 28 Evidence: There is a clear induction and training programme which meets the skills for care standard. Over 55 of the staff have completed National Vocational Qualifications (NVQ)level II or above. Staff training is audited and planned to make sure that essential training is not overlooked. The home is committed to staff training and making sure people who work at the home care for people safely. Volunteers work at the home and there are regular college placements. The manager was not sure about the checking process for one of the volunteers working at the home. It is important that the manager must be fully aware and have evidence that everyone working or volunteering in the home has had the proper checks to make sure people are safe. Staff say that they have regular supervision and feel supported by the manager of the home. Staff meetings are held twice a year and the manager meets with the night staff individually. Care Homes for Older People Page 23 of 28 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is well managed and the manager makes sure the home is a safe place to live. Evidence: The registered manager has many years experience in care at Oliver House and other local authority homes. She has also trained to NVQ 3 in care and NVQ 4 in management. Staff meetings are held twice a year and the staff feel the home is managed well. The manager and staff regularly check the health and safety in the home to make sure the home is safe. The AQAA confirmed that all the policies and procedures were reviewed and that health and safety checks were in place. During the visit the Gas and Electrical certificates were checked and found to be up to date. The service surveys people living at the home and their families to ask them how well Care Homes for Older People Page 24 of 28 Evidence: they feel the home is being run. The area manager visits the home at least monthly and produces a report of the findings. This helps support the manager and maintains quality assurance. Care Homes for Older People Page 25 of 28 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 26 of 28 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 1 19 23 Shower room and toilets must be redecorated. this is to make sure that people live in a good quality environment. 31/12/2009 Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations 1 14 Residents meetings should be held at the home to make sure everyone is involved in making decisions about the home and changes within it. The manager should be sure that any volunteers working at the home are safe to do so. 2 29 Care Homes for Older People Page 27 of 28 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. 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