Care Home: Parklands

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What the care home does well Parklands is well maintained so that the people living there do so in comfortable, pleasant and safe surroundings. The complaints procedure in place within Parklands ensures people can raise issues of concern or worry and know that these will be listened to and acted upon by staff. CLS, the organisation responsible for running the home, has thorough staff recruitment processes in place so people living in the home know that they are cared for by staff who have been thoroughly checked before they start working in the home. Four people who live in the home and one member of staff who works there sent us back completed comment cards with their views about the home. The comments received from the people who live there included; ``Provides everything for us and our needs" and "I am very grateful for being looked after as I am". The comment cards were general positive about the service provided by the home. The staff comments included, "Hopefully give the best care, make residents feel valued, listened to their concerns, encourage them to keep as much independence as possible". What has improved since the last inspection? The `Initial Assessment and Support Plan` for people who wish to move into the home is fully completed to show what each person`s care needs are and that these can be met at Parklands. The plans of care for people who live at the home are kept up to date to accurately reflect their changing needs. They also include up to date information and guidance for staff so they know what they have to do to meet the needs of each person. Staff have received training on safeguarding adults, moving and handling and fire safety. This helps ensure staff know how to provide safe care, in line with up to date best practice, for the people who live at the home. What the care home could do better: We consider the outcomes for people living at Parklands are good and there is a commitment from the manager and staff to continue develop the quality of the service provided to the residents to make sure their needs and choices are met in the way they prefer. Key inspection report Care homes for older people Name: Address: Parklands Poynton Civic Centre, Park Lane Poynton Cheshire SK12 1RB     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: Val Flannery     Date: 2 5 0 5 2 0 1 0 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Older People Page 2 of 26 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 26 Information about the care home Name of care home: Address: Parklands Poynton Civic Centre, Park Lane Poynton Cheshire SK12 1RB 01625879215 01625850676 jennifer.jones@clsgroup.org.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): CLS Care Services Limited Name of registered manager (if applicable) Type of registration: Number of places registered: care home 40 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: 40. 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 categories: Old age, not falling within any other category - Code OP. Date of last inspection Brief description of the care home Parklands is registered to provide personal care for forty older people. The home is in Poynton, next to the library and medical centre. A range of shops, pubs, a church and other facilities are within walking distance of the home. There is a passenger lift between the ground and first floor of the two-storey building. All the bedrooms are single rooms with hand-washing facilities. There are enough baths and toilets provided for the number of people who live in the home. There are Care Homes for Older People Page 4 of 26 Over 65 40 0 2 7 0 8 2 0 0 9 Brief description of the care home several communal lounges in the home and there is a large dining room on the ground floor. The inner courtyard, with its fishpond and bridge, can be used by the people who live in the home. They can also use the garden at the back of the home. A range of aids including bath hoists, wheelchairs, grab rails and other lifting equipment are available for people with mobility problems. Staff are on duty twenty-four hours a day to provide care for the people who live in the home. Please contact the home for further details on accommodation fees and other charges. Care Homes for Older People Page 5 of 26 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: The overall quality rating for the home is two stars. This means that the people who use the service experience good quality outcomes. This visit took place on 25 May 2010. It was carried out by one inspector and took a total of 6 hours. The report will say we when referring to what we did and what we found because it is written on behalf of the Care Quality Commission. During our visit we spoke with the people living in the home, the manager and staff. We looked around the premises and looked at various records held by the home. The visit was just one part of the inspection. The home manager had completed a questionnaire to provide us with up to date information about the home. CQC questionnaires were made available to the people who live in the home and the staff who work there so they could tell us what they think about it. Care Homes for Older People Page 6 of 26 The last inspection of this home was carried out on 27 August 2009. Care Homes for Older People Page 7 of 26 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 order line 0870 240 7535. Care Homes for Older People Page 8 of 26 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 9 of 26 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. Assessments of peoples care needs are carried out before they move into the home so staff at the home have the information necessary to make sure the persons needs can be met at Parklands. Evidence: During our visit to the home we saw copies of the Residents guide and Statement of Purpose, which provides information about the home, including its aims. Since our last visit in August 2009 there has being a change of manager in the home. The new manager for Parklands said the information about the changes to the home was available but had not yet being added to the statement of purpose/service user guide. We saw copies of the statement of purpose in a number of bedrooms. We spoke with people living in the home who told us that they, with support from family and friends, had visited the home to check it out before they made the decision to move in. We saw copies of the individual assessments of need for people living in the home. Care Homes for Older People Page 10 of 26 Evidence: These assessments had been carried out by staff from the home before the person had moved in. The assessments of need carried out showed the support they required with, for example, their mobility and well being. All of the assessments of need had been signed by the member of staff carrying out the assessment. This process has helped to make sure that the persons needs could be met at Parklands and that staff had the information they needed to support the person properly as soon as they moved in. Care Homes for Older People Page 11 of 26 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. The plans of care contained information that provided guidance for staff on how to meet peoples care needs so they are able to ensure safe and appropriate care is provided to keep each resident well and healthy. Evidence: The plans of care we saw of four people who live in the home showed how they were to be supported with their personal and health care needs. The plans showed how the person wished to be supported with their personal care, such as mobility and communication, and with their daily routines. The plans of care also showed how peoples healthcare needs were being monitored and the action taken by staff to address any concerns and worries. This included a record showing the persons contact with doctors, nurses and other healthcare professionals. During our visit we the district nurse visit the home to provide treatment for one of the people who lives in the home. What we saw showed us that the staff in the home were monitoring people to make sure they received all the support and care they needed to keep them as healthy as possible. Care Homes for Older People Page 12 of 26 Evidence: We saw copies of risk assessments that included ensuring the safety of the people who live in the home when staff were helping them with their mobility and to reduce the risk of falls. We saw a sample of the records of medication administered by staff to the people who live in the home. These were signed and up to date. We saw the room where the medication is stored. The room is also used as a treatment room where the people who live in the home can be seen by doctors and nurses. The room is kept locked when not in use. CLS, the organisation that runs the home, has provided policies and procedures on the administration of medication, a copy of which is kept in the home for staff to refer to when they need to. The staff training records seen during our visit showed that staff have received training on the administration of medication so they know how to do this safely, without making errors. During our visit we spoke with people who live in the home. They told us that staff were, very kind and understanding, especially when they help with using the bathroom and toilets. One person told us that they did not want to go back to their own home as they liked living at Parklands, being around people and being able to talk to them. During our visit we saw staff support people with their daily routines such as with their meals and with their day to day personal and health care needs. The support was offered in a caring and sensitive manner so that the persons privacy and dignity was maintained. Care Homes for Older People Page 13 of 26 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. Staff are available to support people with their daily routines so the people living in the home are able to take part in their chosen daily activities. Evidence: On the day of our visit the people who live in the home told us that they had recently been to a local pub for lunch. They also told us that they are supported by staff to go to the local library. Three of the people we spoke with during the inspection said their families and friends are able to visit the home as they wish. They also said they can receive visitors in the communal lounges and in the privacy of their bedrooms. One of the visitors spoken with said they had visited a number of homes in the area and found Parklands to be the best. The location of the home, in the centre of the village of Poynton, ensures it is easily accessible to the families and friends of the people who live there. We were told that the home has close links with the local community and that the home is seen as part of the the local community. We saw a list of activities on display in the entrance area. Although the activities coordinator is off sick at the moment other staff organise activities for the people who live in the home. Care Homes for Older People Page 14 of 26 Evidence: CLS has developed a Marvellous Mealtime policy which sets out how mealtimes are to a relaxing and social occasion for the people who live in the home. The mealtime we saw during the visit was unrushed and relaxed. We saw staff support people with their meals, they sat at the table with the people and helped them with their mid day meal in a discreet and respectful manner. We saw one member of staff ask the people who live in the home what they would like for their meals. They were offered choices for their mid day meal and evening meal. During our visit we saw staff offer the people who live in the home hot and cold drinks throughout our visit. Care Homes for Older People Page 15 of 26 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. There are policies and procedures on safeguarding adults within the home, staff have received the training they need to make sure they know what to do to protect the people living in Parklands from harm and abuse. Evidence: We saw a folder on display in the entrance hall where people can make comment including raising issues or concerns about the home . We also saw the Complaints Log folder which is kept in the managers office. The complaints recorded included concerns from a family member about the care of their relative and the location of the hairdressing room. The records seen showed that these had been dealt with satisfactorily by the home. We saw copies of the the information about the home in the bedrooms, these included the complaints procedure and details on how to contact the Care Quality Commission. We spoke with people who live in the home and a visitor to the home. They told us they knew who to raise issues of concern/worry with and were satisfied that their complaints would be taken seriously and acted upon by the home. CLS has provided policies and procedures on safeguarding vulnerable adults from abuse. This includes a copy of No Secrets, the guidance for keeping adults safe from abuse. The staff training records we saw showed that thirty three staff had received training on safeguarding adults in the last two years and that five staff were waiting to receive training. We were told by the manager that she would be addressing the Care Homes for Older People Page 16 of 26 Evidence: outstanding staff training on safeguarding adults. The staff we spoke during with our visit said they had received training on safeguarding adults from abuse so they knew what to do to ensure the safety of the people who live in the home Care Homes for Older People Page 17 of 26 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. The home is well maintained which means that the people living there are living in comfortable and safe surroundings. Evidence: The home is in the centre of the village of Poynton and is close to shops, health centre and other local amenities. There is a private car park to the front of the home. There is also a large public car park to the front of the home. There is an enclosed garden at the back for the people living at Parklands to use. All the bedrooms are single rooms with hand washing facilities and there are sufficient shared toilets and bathing facilities to meet the needs of the people who live in the home. During our visit we saw the maintenance assistant carrying out general repairs to the home. There are hoists and lifting aids provided to help people with mobility problems move around as independently as possible. Other aids such as wheelchairs, grab rails and lifting equipment are also provided in the home. There are care call points in all bedrooms, bathrooms/ toilets and communal areas which people who live in the home can use to call for help. There is a passenger lift for access between the ground and first floors. During our visit we saw people moving freely between the communal areas and their bedrooms. There is an inner courtyard in the home which has a goldfish pond, bridge and sitting area for the people who live at Parklands to use. We spoke with a number of the people who told us that the home is kept clean and Care Homes for Older People Page 18 of 26 Evidence: tidy. They also told us that the bedrooms suits their needs and that they prefer spending their time in the bedroom. Care Homes for Older People Page 19 of 26 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. The people who live in the home are supported by staff who have received up to date training on health and safety matters so they are able to provide the safe and appropriate care the people in the home need. Evidence: The staffing rota we saw during our visit showed that there is normally one care team leader and three care assistants on duty during the morning, afternoon and evening. There is usually one care team leader and one care assistant on waking night duty. In addition we saw domestic, kitchen and maintenance staff on duty during our visit. CLS have thorough staff recruitment procedures in place. These include ensuring that criminal record checks and background checks are carried out on staff before they began working at the home. These checks are necessary to help to make sure that the staff are suitable to work with the people who live at Parklands. Information on staff qualifications was included in the information we were sent before our visit to the home, this showed that ten care staff have achieved a NVQ Level 2 or above. These are nationally recognised qualifications for staff working in social care. We were given the record of staff training during our visit. This showed that most of the staff have received training such as safeguarding vulnerable adults from abuse, moving and handling and fire safety. Care Homes for Older People Page 20 of 26 Evidence: Care Homes for Older People Page 21 of 26 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 management systems for the home have improved so ensuring that staff are able to provide safe care and support for the people living at the home. Evidence: The manager for the home had been in post since April 2010. She has worked for CLS since 1995 and has held senior posts which include managing other homes in the organisation. She has achieved an NVQ Level 4 and obtained the Registered Managers Award. She has also attended training to up date her knowledge and skills in caring for older people. We were told that she will carry on addressing the issues that need improving including staff training and ensuring the safety and well being of the people who live in the home. Parklands does not manage the finances of the people who live there. Staff may, for example, purchase toiletries, newspapers and other items for the people who live in the home and are then refunded by the person or their families. Care Homes for Older People Page 22 of 26 Evidence: We saw the fire safety record log book during our visit which showed that fire drills are carried out, that the fire alarm system emergency lights are tested regularly. We also saw a copy of the fire risk assessment in the entrance hall. We saw a sample of service records which included gas safety certificate and lift service report which showed that these are inspected regularly. These checks help to show that the home and the equipment in it are safe for the people who live and work there. Care Homes for Older People Page 23 of 26 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 24 of 26 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 Older People Page 25 of 26 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. 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