Care Home: Park House Holiday Hotel

What the care home does well The hotel provides a most comfortable ambiance for the guests to enjoy whilst at the same time caring for their assessed needs. Many of the guests have stayed at the hotel several times in the past and a good understanding of their needs has developed over time. Staff have also built up a good rapport with returning guests. There is a wide range of activities, themed weeks and trips that the guests are able to choose from and the information for these is always published well in advance and is sent to people when they make their first enquiry. The building is in the beautiful parkland on the Royal Sandringham Estate which enhances the outdoor facilities of the hotel, which includes an outside swimming pool, paved walkways, a pond and outside seating areas including one next to the estate`s cricket ground so that guests can watch the game. The choice and quality of the meals on offer in the hotel restaurant are excellent. The breakfast menu gives guests the choice between all the elements of a full English breakfast right down to toast and jam. For a main meal people are given four options including a vegetarian and a fish meal, those with special dietary needs are catered. Guests we spoke to said the meals were of a very high quality and they told us that they can have their meals in their rooms if they wish and "Nothing is too much trouble." In the AQAA, this is what the hotel told us they do well, "The fact that the hotel has its own care team means that regular guests receive a continuity of service and a wellpractised format is in operation for new guests. The comment forms filled in by guests testify their overall complete satisfaction, enjoyment and general feeling of safety when at the hotel. In this way, Park House is able to give back a form of independence to people with varying requirements. After success in previous awards, the hotel won the Access for All category 2009 in the East of England Enjoy England awards for Excellence. The awards are open to all tourism related businesses and this was a huge achievement for the hotel, competing against well-known hotel chains and popular local attractions. The level of support from guests and staff alike was immense, all were proud that Park House had finally got recognition within the mainstream tourism industry for the experience it provides. We try to have a flexible approach to our working in order to maintain the ethos of the Hotel and achieve our Mission Statement." What has improved since the last inspection? The AQAA told us that, "We implemented discounted weeks in 2008 which proved popular, we have developed this theme and introduced further discounted rates which are now not restricted to specific weeks. By documenting which guests would like to know about reduced rates we are able to keep a database of potential guests and telephone accordingly to inform. Flyers are also mailed out to recent guests to inform them of the reduced rates. This has been introduced after continuous communication with guests in order to fill empty rooms and enable guests to have more than one holiday a year. This also makes us more financially accessible to new guests encouraging them to use our services." One person staying at the hotel told us that they were very pleased to be given this opportunity to stay at the hotel at a discounted rate and said it allowed them to have a second much needed break this year. The manager also told us that, "The activities programme continues to be flexible with outings changing on a daily or possibly hourly basis, the hotel prides itself on offering a personal service to all guests. The introduction and continued usage of the personal information booklet has proved particularly beneficial in obtaining detailed information regarding guests that may not have been forthcoming with the prior system in place." and "We continue to market within the disability and mainstream tourism industries this has kept the hotel in people`s minds and has reached new guests and organisations requiring respite facilities." Park House has been awarded a special Accessibility Award for a business that, "truly goes the extra mile in offering a service to its guests." This award was given by the British Hospitality Association and Tourism for All. What the care home could do better: We have found that this service continues to offer excellent outcomes for the people staying in the hotel and we have found no areas that need improvement. Key inspection report Care homes for adults (18-65 years) Name: Address: Park House Holiday Hotel Sandringham Kings Lynn Norfolk PE35 6EH     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: Ann Wiseman     Date: 1 4 0 4 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 Adults (18-65 years) Page 2 of 27 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 Adults (18-65 years) 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 Adults (18-65 years) Page 3 of 27 Information about the care home Name of care home: Address: Park House Holiday Hotel Sandringham Kings Lynn Norfolk PE35 6EH 01485543000 01485540663 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): www.lcdisability.org Leonard Cheshire Disability Name of registered manager (if applicable) Mrs Betty Doreen Lewis Type of registration: Number of places registered: care home 24 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 physical disability Additional conditions: Date of last inspection Brief description of the care home Park House is a large, detached, Victorian house in the grounds of the Royal Sandringham Estate. The house has been made available to the Leonard Cheshire Foundation for use as a Hotel for adults with physical disabilities, and their relatives and friends, as appropriate. The ethos is that Park House is a Hotel and that the guests are there for a holiday. The cost of a stay varies according to peoples needs. Please contact the hotel for current tariffs. 24 Over 65 0 Care Homes for Adults (18-65 years) Page 4 of 27 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 Individual needs and choices Lifestyle Personal and healthcare support Concerns, complaints and protection Environment Staffing Conduct and management of the home peterchart Poor Adequate Good Excellent How we did our inspection: This was an unannounced inspection, we arrived at 9am and left soon after 4pm. The care manager was not on duty when we arrived, she was on annual leave so the senior nurse on duty facilitated the inspection until the hotel manager came on duty, who then assisted us for the rest of the day. The care manager visited the hotel for a personal reason and introduced herself to us while she was there and helpfully directed us to some paperwork we had requested. Although this establishment is a registered care home, its primary function is as a hotel. The building is an historic house that has been adapted to enable people with disabilities to enjoy a carefree holiday without the worry of arranging hoist, special meals and support staff. During the day we had a look around the hotel and talked to the people staying there, they were all interested in our visit and were happy to talk to us and share their Care Homes for Adults (18-65 years) Page 5 of 27 thoughts about the hotel, we were able to observe the interaction between them and the staff generally. We looked at information belonging to three people and the available information of three of the staff. We also assessed some of the homes policies and procedures and sampled a random selection of the health and safety files and records. Before the inspection the manager had sent us the Annual Quality Assurance Assessment (AQAA) she had completed. The AQAA is a self-assessment that focuses on how well outcomes are being met for people staying at the hotel. It also gave us some numerical information about the service. The excellent quality AQAA was sent to us within our set timescales and showed that the home recognised areas that need further improvement. It had been completed in great detail and gave us examples to illustrate how the service has been working to meet standards. The hotel was clean and well equipped in accordance of anyones expectations of a good quality hotel, interaction between the staff and the people staying there was observed to be friendly and open. When talking about the guests staying at the hotel staff did so in a supportive and respectful manner and written notes were also written appropriately. Care Homes for Adults (18-65 years) Page 6 of 27 What the care home does well: What has improved since the last inspection? The AQAA told us that, We implemented discounted weeks in 2008 which proved popular, we have developed this theme and introduced further discounted rates which are now not restricted to specific weeks. By documenting which guests would like to know about reduced rates we are able to keep a database of potential guests and telephone accordingly to inform. Flyers are also mailed out to recent guests to inform them of the reduced rates. This has been introduced after continuous communication with guests in order to fill empty rooms and enable guests to have more than one Care Homes for Adults (18-65 years) Page 7 of 27 holiday a year. This also makes us more financially accessible to new guests encouraging them to use our services. One person staying at the hotel told us that they were very pleased to be given this opportunity to stay at the hotel at a discounted rate and said it allowed them to have a second much needed break this year. The manager also told us that, The activities programme continues to be flexible with outings changing on a daily or possibly hourly basis, the hotel prides itself on offering a personal service to all guests. The introduction and continued usage of the personal information booklet has proved particularly beneficial in obtaining detailed information regarding guests that may not have been forthcoming with the prior system in place. and We continue to market within the disability and mainstream tourism industries this has kept the hotel in peoples minds and has reached new guests and organisations requiring respite facilities. Park House has been awarded a special Accessibility Award for a business that, truly goes the extra mile in offering a service to its guests. This award was given by the British Hospitality Association and Tourism for All. 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 order line 0870 240 7535. Care Homes for Adults (18-65 years) Page 8 of 27 Details of our findings Contents Choice of home (standards 1 - 5) Individual needs and choices (standards 6-10) Lifestyle (standards 11 - 17) Personal and healthcare support (standards 18 - 21) Concerns, complaints and protection (standards 22 - 23) Environment (standards 24 - 30) Staffing (standards 31 - 36) Conduct and management of the home (standards 37 - 43) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Adults (18-65 years) Page 9 of 27 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, what they hope for and want to achieve, and the support they need. People can decide whether the care home can meet their support and accommodation needs. This is because they, and people close to them, can visit the home and get full, clear, accurate and up to date information. 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 the person 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People thinking of staying at this hotel are given excellent information to enable them to make an informed decision and have an assessment to make sure their needs will be met before they arrive. Evidence: The manager told us in the AQAA that, The highest percentage of our business per month comes from returning guests. On an average month there will be approximately 50 requests for brochures. Many guests are now finding the hotel through the internet using various search engines. We are listed on many and varied accommodation and disability directories - hard copy and Internet based. Personal information booklets are issued to all guests prior to arrival. In this way detailed information is obtained prior to the stay. Our Care Manager may also telephone new guests or guests who have indicated that their condition has changed therefore confirming specific details relating to care needs, this may involve communication with community nurses, doctors and or social workers (with guest consent). This often helps to reassure guests or their relatives about their forthcoming stay. Care Homes for Adults (18-65 years) Page 10 of 27 Evidence: We did not see the hotels statement of purpose and the service user guide on this occasion, but in the past it was seen to contain good quality information about the service and to provide clear guidance on how the hotel deals with referrals and admissions. We were told that both of these documents are available in the hotel folder that is placed in all of the bedrooms. The folder also contains local information and other information such as making a complaint and other services offered by the hotel. The care manager has informed us that she is in the process of updating the statement of purpose. People who have internet access can visit the hotels website, which gives them a point of contact and all the information they need about the hotel, their facilities, tariffs, activities provided and points of interest within easy reach of the hotel. As a hotel, their guests change on a weekly basis, sometimes daily. When people book a room they are sent an attractive brochure about the hotel and an information sheet that they are asked to complete and return before they arrive. The information collected this way forms the basis of the persons care needs assessment, a follow up phone call will fill any gaps if necessary. People who are returning to the hotel renew their information at each visit. One returning guest told us that they were impressed at the effort the staff at the hotel put into getting to know the new clients to that no time is wasted and people can get on with enjoying their holiday. During this inspection we examined three peoples care plans and found that they contained comprehensive pre-admission assessments that gathered good quality information, which allowed clear and comprehensive care plans to be developed. Care Homes for Adults (18-65 years) Page 11 of 27 Individual needs and choices 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 needs and goals are met. The home has a plan of care that the person, or someone close to them, has been involved in making. People are able to make decisions about their life, including their finances, with support if they need it. This is because the staff promote their rights and choices. People are supported to take risks to enable them to stay independent. This is because the staff have appropriate information on which to base decisions. People are asked about, and are involved in, all aspects of life in the home. This is because the manager and staff offer them opportunities to participate in the day to day running of the home and enable them to influence key decisions. People are confident that the home handles information about them appropriately. This is because the home has clear policies and procedures that staff follow. 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. Guests staying at the hotel have good quality care plans and make their own decisions while staying there. Evidence: The hotels website tell us that, The award winning Park House Hotel enables disabled guests and their carers or companions to have a holiday or respite together in the Norfolk countryside. By providing as much or as little care as required, Park House aims to give everyone a choice. Specialist disabled facilities and equipment are available. Park House Hotel is operated by the charity Leonard Cheshire Disability. While we were at the hotel we examined three care plans in detail. They covered all areas of the guests health and welfare needs. They established the level of support people needed to meet their individual health and emotional needs. They were short but carried sufficient information to meet the required needs of all the guests, bearing in mind that the guests staying at the hotel are on holiday and therefore staff have to ensure that the guests needs are being fully met without infringing on their holiday. Care Homes for Adults (18-65 years) Page 12 of 27 Evidence: People staying at the hotel determine what they do and when and are free to come and go as they please, they plan their own itinerary and make their own decisions about getting up and where and when to eat. All guests are risked assessed in relation to their mobility needs and any specialist equipment that they use whilst staying at the hotel. We saw that staff keep records of care that is required or that which has been given. The guest care files are kept in the office which is locked when not occupied, which ensures that peoples confidentiality is preserved. Honouring peoples confidentiality is covered during the staff induction programme. Those guests we spoke to were in no doubt that the hotel could meet their needs. One guest commented that the hotel had given them back their confidence and made them feel secure. Care Homes for Adults (18-65 years) Page 13 of 27 Lifestyle 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 can take part in activities that are appropriate to their age and culture and 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 and the home supports them to have appropriate personal, family and sexual relationships. People are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. Their dignity and rights are respected in their daily life. People have healthy, well-presented meals and snacks, at a time and place to suit them. People have opportunities to develop their social, emotional, communication and independent living skills. This is because the staff support their personal development. People choose and participate in suitable leisure activities. 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. People staying at the hotel are offered a full range of activities to participate in during their holiday. Evidence: Activities at the hotel are planned well in advance and a copy of the plan is sent to the guests when they book or make an enquiry and often guests choose to stay during a particular week when an activity interests them, such as the Sandringham Flower Show, which is very popular. The activities are often arranged around a theme for the week, some of the themed weeks include musical weeks, when musicians are invited to perform at the hotel and trips are arranged to local concerts. Local history is explored in another week, during the round the world week, guests are asked to use their imagination as they feature a different theme and menu every day from all over the word. During the trains, plains Care Homes for Adults (18-65 years) Page 14 of 27 Evidence: and automobiles week, trips are arranged to the imperial war museum at Duxford, the steam museum at Bressingham with a river trip on the Norfolk Broads and afternoon tea on the North Norfolk stream railway. The hotel has an activities coordinator who engages with guests once they have settles in and finds out what their interest are and will arrange activities to suit. He will change the planned schedule if the outing proves unpopular with the guests of that week and will organise different activities to suit. The coordinator runs a group of volunteers who support people to take park in the outings, care staff will accompany people who have ongoing care needs. Individual trips can be arranged and guests are also free to visit places under their own steam or to spend time quietly at the hotel. There is a heated swimming pool with hoist for the guests to use and care staff will support them in the pool if they are needed or wanted. There are a number of even pathways through the grounds for guests who use a wheelchair, so they can access the gardens. The grounds are particularly beautiful and well kept with views from the house over the surrounding country side. The restaurant and bar has an attractive dining room with stunning views, a small dinning area is set to one side for guests who prefer to eat in quieter surroundings. The tables were nicely arranged with clean linen and stylish accoutrements. Guests can choose to eat in their rooms if they prefer to. Morning coffee and afternoon tea are included in the daily tariff and are served in the conservatory, another attractive room. There is an outdoor paved garden with tables and chairs, which is a shaded place for the guests to sit and enjoy fine weather. As expected in a hotel, the menus are extensive and the chef resources his ingredients from local producers whenever possible. All the guests spoken to said that the meals were very good and that there was always a wide variety to choose from. The daily routines of the hotel promote independence of the guests and they please themselves what they do and where they go, one guest commented that there is no other place like Park House and that they were treated with dignity, know that they are in safe hands and that they get their independence back. Another guest said, I would come again and again, please give them ten stars. Care Homes for Adults (18-65 years) Page 15 of 27 Personal and healthcare support 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 receive personal support from staff in the way they prefer and want. Their physical and emotional health needs are met because the home has procedures in place that staff follow. If people 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. If people are approaching the end of their life, the care home will respect their choices and help them to 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 hotel support people with their care needs in a way that enables them to enjoy their holiday to the utmost. Evidence: We looked at three care plans and found that peoples support needs were recorded and that they were written in a way that reflected their personal preferences. The care plans were reviewed every time a guest pays a return visit and everyone is asked to complete a personal information booklet for every visit so their care plan can be updated. People choose what level of personal care they need and pay accordingly. This can range from minimal care, where a guest is generally independent but requires minimal or occasional support, through to a daily support package, which provides ongoing daily support with personal care. A list of support packages and tariffs are given to everyone to enable them to decide which package they need. Guests are requested to bring sufficient supplies of medication with them. All medicines entering the hotel have to be clearly labelled and in the original packaging Care Homes for Adults (18-65 years) Page 16 of 27 Evidence: and a record is kept of what is received and when medication it is given. Some guests choose to self-administer their medication during their stay and all the rooms have lockable facilities to ensure the safe storage of medicines. Only the registered nurses administer the medication although all the care staff have undertaken the Boots training course. Care Homes for Adults (18-65 years) Page 17 of 27 Concerns, 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. Their concern is looked into and action taken to put things right. The care home safeguards people from abuse, neglect and self-harm and takes action to follow up any allegations. 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. Park House Hotel takes all complaints seriously and acts on them in a timely manner. People are protected from abuse. Evidence: The AQAA told us that, Management attempt to resolve any concerns within the service to avoid issues escalating to complaint status; staff are also encouraged to report relevant situations to their line manager for appropriate action. Upon receipt of complaints these are acknowledged and responded to within the set-time scales as per Leonard Cheshire Disability Policy. Comment forms are offered to all guests after their stay. There is consistent staff training and updates on safeguarding issues. We examined the complaints procedure and complaints log. It is as required and the complaints log records the nature of the complaint, the action taken and the outcome. We havent received any complaints since the last inspection and we were able to see that any complaints the hotel has received have been investigated in line with their complaints procedure. When we spoke to the people staying at the hotel they told us that they knew how to make a complaint. A copy of the complaints procedure is in the information folder, which is kept in every room. Staff training records demonstrate that they have received training in protecting vulnerable adults from abuse. Care Homes for Adults (18-65 years) Page 18 of 27 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, comfortable, 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. People have enough privacy when using toilets and bathrooms. 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 hotel is comfortable, safe, clean and well maintained. Evidence: The manager told us in the AQAA that, The hotel enjoys a restful and relaxing location that makes the most of its surroundings. At Park House guests are able to do most things that non-disabled people may take for granted at other hotels. This involves walking/wheeling around the grounds, relaxing on a terrace, enjoy time spent within the various hotel public rooms or spend quite time in there own room. There is a computer with internet access, a well stocked bar, various seating areas around the accessible grounds and a pond area with wheelchair access around; all contribute to the overall Park House Experience. Most guests requests for facilities or equipment can be honoured. While we were at the hotel we were shown around, it is decorated and furnished to a high standard, creating a relaxed environment in which to enjoy a restful holiday. The communal areas were welcoming and well appointed and we saw some of the guests making full use of these areas including the seating areas outside. The hotel was found to be exceptionally clean and tidy, there is a dedicated domestic team. All the rooms were well furnished and some have recently had new carpets and Care Homes for Adults (18-65 years) Page 19 of 27 Evidence: curtains fitted. This is what the AQAA says about the environment of the hotel, The location and ambiance continues to be well liked and appreciated by those who visit Park House, the guests remark that they feel relaxed and welcome and the experience is always enjoyable. Located on the Sandringham estate, the hotel is surrounded by woodland and parks that are largely accessible. Recently introduced is the seating area for pre or post dinner drinks in the restaurant area, other public areas include a light and airy conservatory with the new furniture being well accepted by the guests. The hotels library provides talking/large print books, various periodicals and two computer systems. During summer months guests make use of the accessible outside space and grounds, with outside concerts and barbecues. Portable fridges have been purchased and are available for guest use in bedrooms, either for medication or drinks usage. We saw that the premises have been adapted to give full access to all areas of the hotel and grounds for those with physical disabilities, there are sufficient toilets and bathrooms that are totally adapted to promote independence. We saw that there was abundant, disposable, protective clothing and hand cleaning materials available to enable the staff to maintain effective infection control measures. We also witnessed staff incorporate infection control best practice in their work. They used gloves and aprons while carrying out personal care and disposed of them immediately the work was done. The grounds of the hotel are extensive and guests were seen wandering about and enjoying the scenery that the hotel overlooks. Gardeners are employed to ensure the overall work for the gardens is maintained to a high standard and maintenance of Park House is also of a very high standard and improvements are always taking place. We didnt identify and health and safety infringements on this occasion. Care Homes for Adults (18-65 years) Page 20 of 27 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, qualified 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. People’s needs are met and they are supported because staff get the right training, supervision and support they need from their managers. People are supported by an effective staff team who understand and do what is expected of them. 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 hotel has good recruitment policies and procedures in place that safeguards the guests. Evidence: Three staff personnel records were examined as part of the inspection process and they clearly demonstrated that the recruitment processes are robust and offer protection to people staying at the hotel. The AQAA tells us, Prior to starting work, all members of staff attend an induction and mandatory training programme this includes Moving and Handling, Health & Safety etc. Staff have their own personal development plan alongside personnel files. Staff who are involved in the recruitment of new staff are required to attend Leonard Cheshire Disability Recruitment and Selection training. This specifies and explains all aspects of recruitment incorporating role-play and documentation. Staff supervisions continue, although we have an open door policy, this allows issues to be dealt with quickly as they arise without the staff member having to wait for their supervision to take place. The Heads of Department carrying out these supervisions have received appropriate training. Training records are extensive and the hotels Training Coordinator is often Care Homes for Adults (18-65 years) Page 21 of 27 Evidence: informed of additional local, funded training opportunities which are available to staff. 79 of Care Staff have NVQ level 2 in Care, with 8 currently working towards the award. All the chefs have gained their The CIEH Level 3 - Supervising Food Safety in Catering certificate. A large range of optional NVQs are available in other areas including Administration, Catering, Housekeeping and Activities Departments. Further training is also available which relates to nursing staff and specific topics and subjects concerning guests who stay at the hotel. Mandatory updates for manual handling, fire training and POVA training are in place. The records we looked at confirmed that the training provided to staff is comprehensive. The training coordinator showed us a copy of the training matrix, stored electronically, which records what training staff have undertaken and when it was done and we saw training certificates on the three staff files we examined. During the inspection we spoke to several staff members who confirmed that all the checks that safeguard people were carried out before they started work at the hotel. We also observed them working with people, it was evident that they have a good knowledge of the needs of the those they care for and have developed good communication skills. On the day of our visit staffing levels were seen to be adequate enough to offer people individual uninterrupted time, continuity of care and to be able to manage emergency situations. The care manager disclosed that the number of staff supervisions have fallen behind requirement recently because one of the senior carers has been off work due to illness, but this shortfall has been recognised and alternative arrangements have been made. Care Homes for Adults (18-65 years) Page 22 of 27 Conduct and management of the 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 have confidence in the care home because it is run and managed appropriately. People’s opinions are central to how the home develops and reviews their practice, as the home has appropriate ways of making sure they continue to get things right. The environment is safe for people and staff because 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. They are safeguarded because the home follows clear financial and accounting procedures, keeps records appropriately and makes sure staff understand the way things should be done. 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 hotel is well run and the ethos of its management is empowering to the people who stay there. Evidence: Managing this complex service means that there are three managers, all responsible for different functions. There is a front of house manager, the hotel manager and the care manager. The care manager is a qualified nurse who has considerable experience in working with people with disabilities and it is clear after discussion with staff and guests that she provides clear leadership to the care staff team. The other two managers have extensive experience in working with people and in the hotel business and this combination of management makes for a very effective team that produces excellent outcomes for those who stay at Park House Hotel. Over the years the hotel have accrued many awards, including being the winner of the Norfolk Tourism Awards in the customer care category in 2007, and wining the East of England Excellence Awards in the access for all category in 2008 and 2009 and the British Hospitality Association gave them a special accessibility award For a business Care Homes for Adults (18-65 years) Page 23 of 27 Evidence: who truly goes the extra mile in offering a service to its guests The award was presented by Boris Johnson. This year they have entered the Great British Care Awards in the care team award category. All of the guests we spoke to made positive comments about the overall management of the hotel and their care. Several mentioned that it is a well run company and that they were always treated as individuals. The hotel has an effective quality assurance and monitoring system in place and the guests views are sought at the end of each stay. The care manager told us that she monitors the quality of the service through direct observation, training and supervision. Samples of the health and safety records were inspected and were found to be in order. Fire points are tested weekly and fire equipment is tested annually, they were last checked in December 2009. It was noted that other equipment is serviced within the appropriate timescales. Portable appliance testing (PAT) had been carried out in December 2009. The local environmental Health team have inspected the kitchens in the last year and no areas of concern were highlighted. The kitchen has also won awards including the Breakfast Award from Kelloggs. Care Homes for Adults (18-65 years) Page 24 of 27 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 Adults (18-65 years) Page 25 of 27 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 Care Homes for Adults (18-65 years) Page 26 of 27 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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