Care Home: Parkside

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What the care home does well How people are admitted to Parkside is very well managed. This helps to make sure any person deciding to live in the home will have a good quality life and be happy there. They can look at information about the home, they can visit and stay for a while and meet the other residents and staff. Staff at the home, relatives, and other people who were helping them, will talk to them about their stay and be involved in making sure their choice to stay was the right one. Residents benefited from excellent care planning. This was because they were involved in deciding how they wished their care to be managed and they made made decisions about their everyday lives. Good communication methods were used in helping people understand as much as possible, such as makaton and picture reference. Residents knew information about them was kept confidential, and staff respected this. Activities were varied and personal to everyone. This supported residents to live a fulfilling life in the home and in the community. Residents lived their lives to the full. They were happy in the home. Written comments included, `I like it at Parkside.` And what the home did well included comments such as `takes care of me. makes me happy. Lets me choose how I want to live. Helps me to be independent.` Staff considered the home did well, it `provides excellent care and accommodation to the service users,` and `They are supported very well in all aspects.` The level and type of training given to staff was very good which meant residents were cared for by people who had the right skills and knowledge. This provided the necessary support residents may require in any given situation. Staff were also skilled to help residents unable to communicate their needs and were trained by residents to communicate well such as by signing. Information received in the AQAA stated `Resident induction of new staff included ways staff can help residents to make choices for example getting to know people well by reading information in pen pictures and care plans and by learning to communicate with people`. Family links were encouraged and they were made very welcome in the home. Relatives said they were kept informed of progress their relative made. They and were invited to take part in care reviews. `Dates to remember` were recorded, such as relatives birthdays. One relative stated `Care planning helps to understand what she is doing`. Meal times in the home were relaxed and enjoyable. Everyone who could, helped to make meals and shop for food. Residents said they enjoyed shopping and staff took them to the supermarkets with them. Special diets were managed very well and residents given specialist support from a dietician where needed. The high standard of residents health care plan helped them to receive the correct support from medical professionals and understand what was happening. People were registered with a General Practitioner and had regular routine health screening. Aging and illness was managed well. Medication was managed safely. The complaints procedure and the way the home was managed made it very easy for residents and other people to raise any issues or concerns they had. Quality Assurance within the home covered this and staff who provided written comments for this inspection said, the home did well as `listens to the needs and concerns of service users and staff`. One relative commented, `I feel that all the issues raised are dealt with willingly and efficiently`. Staff were trained in adult protection, and residents shown how to protect themselves from abuse, neglect and self harm. They also had their own policies and procedures, information about their rights and their own house rules they agreed on. The home was very nicely decorated. Furniture provided for residents was of a very good quality. Observations made during inspection found the standard of hygiene in the home was excellent. Recruitment practices were excellent as residents took part in the process. By looking at staff recruitment practices, training and development, and staff supervision, it was clear the providers confirmed their statement in their training and development plan in recognising staff are a `valuable resource`. Quality Assurance monitoring processes regarding the staff included comments such as `Care staff are excellent, and always made to feel welcome`, `Relationships with manager and staff excellent`. And `all the staff are very friendly`. Residents were actively involved in supervision and appraisal of staff. Staff training took into account special needs such as abuse of vulnerable adults, health and safety and principles of care and care planning. The training given to new staff by residents was also excellent and topics included core values such as the right to dignity, respect and being allowed to be themselves, and of working together and communicating well. Staff who provided written comments said `The training provided for staff is also excellent.` Management responsibilities were clear and the home was very well managed. There was ample evidence to show the management approach in the home allowed for residents to have a positive impact on how they would like the home to run, the care they receive and facilities they enjoy. They were consulted regularly about their care, the staff, and the facilities they are provided with. Every effort was made to give residents, staff, professionals and relatives a say in how the home was managed. Residents, management, and staff meetings all linked together, and everyone had their say in the business plan for the year. The plan took into account staffing and training and any refurbishment requirements requested and needed. The views of relatives and other visitors to the home were also sought. Results of all surveys carried out were made public. Record keeping was very good and all records were organised and kept up to date. Residents were involved in keeping safe. They had regular fire drills and knew what to do should this occur. The home had a good range of policies and procedures and practice aimed at keeping everyone safe. Staff were given essential health and safety training in topics such as first aid and fire prevention. What has improved since the last inspection? There were no areas identified in the last key inspection or reviews carried out of the service requiring improvement However the home has continued to improve and informed us of their continuing commitment to provide an excellent service.These improvements includes: To support people to access information about the home they said, `information regarding regarding Parkside is included on the Parkhouses web site`. A `pen picture` has been introduced to personal books. They said they had planned further training for staff in `good to great`. `All staff have undergone training regarding Dying, Death and Bereavement to ensure they are aware of the importance of End of Life planning. All residents are encouraged to complete an End of Life plan and some residents have completed a plan`. They had purchased a new vehicle for residents use, and actively seek out alternative activities. `Residents are being supported to be involved with The East Lancashire Service User Network and have been attending conferences and events. Management have become part of the East Lancs Daytime & Evening opportunities task group. All residents have a calculated BMI and special dietary requirements included in their P.C.P document`. They had `reviewed their Recruitment Policy to include the introduction of ISA registration. All staff have received training on The Mental Capacity act and Deprivation of Liberties. And they intend for Manager to attend training for the Investigation of Safeguarding complaints`. They had also made improvements to the environment for example ,replaced the expel air, redecorated the bathroom and redecorated the ground floor toilet. They had fitted a splash back in one bedroom and purchased new bedding. They had also restored a stained glass window in the hallway. They continue to involve residents with the business plan and actively support them to have their say in how the home is run. What the care home could do better: There were no areas identified to improve on and the home continues to provide an excellent service. Key inspection report Care homes for adults (18-65 years) Name: Address: Parkside 18 Outwood Road Burnley Lancashire BB11 3EH     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: Marie Dickinson     Date: 1 5 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 31 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 31 Information about the care home Name of care home: Address: Parkside 18 Outwood Road Burnley Lancashire BB11 3EH 01282838601 01282414979 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Mr Joseph Serge Zephir,Mrs Linda Joyce Zephir Name of registered manager (if applicable) Mrs Sarah Casey Type of registration: Number of places registered: care home 5 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 learning disability Additional conditions: 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: Learning disability - Code LD The maximum number of service users who can be accommodated is: 5 Date of last inspection Brief description of the care home Parkside is a terraced property located near to Burnley town centre. It is owned by Mr and Mrs Zephir and managed by Sarah Casey the registered manager. Five service users live at the home. They have their own bedroom and share a lounge/dining room, bathroom, toilets, dining/kitchen and laundry. Care Homes for Adults (18-65 years) Page 4 of 31 Over 65 0 5 Brief description of the care home The service users manage the home with the help of trained staff. Information about the service including current weekly charges is available from the home. Care Homes for Adults (18-65 years) Page 5 of 31 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: A key unannounced inspection was conducted in respect of Parkside on the 15th April 2010. The process of this inspection involved getting information from an Annual Quality Assurance Assessment completed by the manager, staff records, care records and policies and procedures. Staff and residents returned surveys giving their view on how well the home was managed and of the care, and facilities provided. The inspection also involved making observations and talking to residents, and the provider. The premises were inspected as part of the process. There had been two annual service reviews completed since the last key inspection. There were no issues identified that required improvement, and the findings were the Care Homes for Adults (18-65 years) Page 6 of 31 home continues to provide excellent outcomes for residents living there. The home was assessed against the National Minimum standards for Younger Adults. Care Homes for Adults (18-65 years) Page 7 of 31 What the care home does well: How people are admitted to Parkside is very well managed. This helps to make sure any person deciding to live in the home will have a good quality life and be happy there. They can look at information about the home, they can visit and stay for a while and meet the other residents and staff. Staff at the home, relatives, and other people who were helping them, will talk to them about their stay and be involved in making sure their choice to stay was the right one. Residents benefited from excellent care planning. This was because they were involved in deciding how they wished their care to be managed and they made made decisions about their everyday lives. Good communication methods were used in helping people understand as much as possible, such as makaton and picture reference. Residents knew information about them was kept confidential, and staff respected this. Activities were varied and personal to everyone. This supported residents to live a fulfilling life in the home and in the community. Residents lived their lives to the full. They were happy in the home. Written comments included, I like it at Parkside. And what the home did well included comments such as takes care of me. makes me happy. Lets me choose how I want to live. Helps me to be independent. Staff considered the home did well, it provides excellent care and accommodation to the service users, and They are supported very well in all aspects. The level and type of training given to staff was very good which meant residents were cared for by people who had the right skills and knowledge. This provided the necessary support residents may require in any given situation. Staff were also skilled to help residents unable to communicate their needs and were trained by residents to communicate well such as by signing. Information received in the AQAA stated Resident induction of new staff included ways staff can help residents to make choices for example getting to know people well by reading information in pen pictures and care plans and by learning to communicate with people. Family links were encouraged and they were made very welcome in the home. Relatives said they were kept informed of progress their relative made. They and were invited to take part in care reviews. Dates to remember were recorded, such as relatives birthdays. One relative stated Care planning helps to understand what she is doing. Meal times in the home were relaxed and enjoyable. Everyone who could, helped to make meals and shop for food. Residents said they enjoyed shopping and staff took them to the supermarkets with them. Special diets were managed very well and residents given specialist support from a dietician where needed. The high standard of residents health care plan helped them to receive the correct support from medical professionals and understand what was happening. People were registered with a General Practitioner and had regular routine health screening. Aging and illness was managed well. Medication was managed safely. The complaints procedure and the way the home was managed made it very easy for residents and other people to raise any issues or concerns they had. Quality Assurance Care Homes for Adults (18-65 years) Page 8 of 31 within the home covered this and staff who provided written comments for this inspection said, the home did well as listens to the needs and concerns of service users and staff. One relative commented, I feel that all the issues raised are dealt with willingly and efficiently. Staff were trained in adult protection, and residents shown how to protect themselves from abuse, neglect and self harm. They also had their own policies and procedures, information about their rights and their own house rules they agreed on. The home was very nicely decorated. Furniture provided for residents was of a very good quality. Observations made during inspection found the standard of hygiene in the home was excellent. Recruitment practices were excellent as residents took part in the process. By looking at staff recruitment practices, training and development, and staff supervision, it was clear the providers confirmed their statement in their training and development plan in recognising staff are a valuable resource. Quality Assurance monitoring processes regarding the staff included comments such as Care staff are excellent, and always made to feel welcome, Relationships with manager and staff excellent. And all the staff are very friendly. Residents were actively involved in supervision and appraisal of staff. Staff training took into account special needs such as abuse of vulnerable adults, health and safety and principles of care and care planning. The training given to new staff by residents was also excellent and topics included core values such as the right to dignity, respect and being allowed to be themselves, and of working together and communicating well. Staff who provided written comments said The training provided for staff is also excellent. Management responsibilities were clear and the home was very well managed. There was ample evidence to show the management approach in the home allowed for residents to have a positive impact on how they would like the home to run, the care they receive and facilities they enjoy. They were consulted regularly about their care, the staff, and the facilities they are provided with. Every effort was made to give residents, staff, professionals and relatives a say in how the home was managed. Residents, management, and staff meetings all linked together, and everyone had their say in the business plan for the year. The plan took into account staffing and training and any refurbishment requirements requested and needed. The views of relatives and other visitors to the home were also sought. Results of all surveys carried out were made public. Record keeping was very good and all records were organised and kept up to date. Residents were involved in keeping safe. They had regular fire drills and knew what to do should this occur. The home had a good range of policies and procedures and practice aimed at keeping everyone safe. Staff were given essential health and safety training in topics such as first aid and fire prevention. What has improved since the last inspection? There were no areas identified in the last key inspection or reviews carried out of the service requiring improvement However the home has continued to improve and informed us of their continuing commitment to provide an excellent service. Care Homes for Adults (18-65 years) Page 9 of 31 These improvements includes: To support people to access information about the home they said, information regarding regarding Parkside is included on the Parkhouses web site. A pen picture has been introduced to personal books. They said they had planned further training for staff in good to great. All staff have undergone training regarding Dying, Death and Bereavement to ensure they are aware of the importance of End of Life planning. All residents are encouraged to complete an End of Life plan and some residents have completed a plan. They had purchased a new vehicle for residents use, and actively seek out alternative activities. Residents are being supported to be involved with The East Lancashire Service User Network and have been attending conferences and events. Management have become part of the East Lancs Daytime & Evening opportunities task group. All residents have a calculated BMI and special dietary requirements included in their P.C.P document. They had reviewed their Recruitment Policy to include the introduction of ISA registration. All staff have received training on The Mental Capacity act and Deprivation of Liberties. And they intend for Manager to attend training for the Investigation of Safeguarding complaints. They had also made improvements to the environment for example ,replaced the expel air, redecorated the bathroom and redecorated the ground floor toilet. They had fitted a splash back in one bedroom and purchased new bedding. They had also restored a stained glass window in the hallway. They continue to involve residents with the business plan and actively support them to have their say in how the home is run. 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 10 of 31 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 11 of 31 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Thorough assessments and very good admission procedures followed, meant people admitted to the home would be cared for and supported according to their needs and wishes. Evidence: There was evidence to show that all admissions are planned for very well. The statement of Purpose and Service User Guide is made available in a format suitable to residents needs and capacity for understanding. They contain information about the home, the facilities, staffing arrangements and what people should know about to help them make a good choice and be confident their needs will be met as they require. Information regarding Parkhouse is included on the Parkhouses web site. All new residents receive a full comprehensive needs assessment before an admission. This includes a complete assessment from a social care professional and the homes assessment. To make sure the homes assessment is person centred, the prospective resident is involved in the process and consulted at every stage. They are given the opportunity for introductory visits including an over night stay where they have the Care Homes for Adults (18-65 years) Page 12 of 31 Evidence: opportunity to meet with staff who will support them and join in everyday activity in the home. Admission involves other residents. They can get to know the person and give their views whether the person will fit within the household. Following this a meeting is held with the resident, their family and social worker to discuss how the trial period went and whether living at the home meets with their approval and they are confident their needs will be met. This is then confirmed in writing. Following admission, assessment of need continues within a three month probationary period. Care is taken to reassure the resident and provide good support during this time. It is also an opportunity to help staff gather information required to know the residents likes dislikes, and what they want from the service. This helps all parties make a decision whether the placement will be permanent, and identify if staff require any further skills and knowledge to meet the residents needs. All parties are involved, and when a decision is made a written contract is issued and house rules are discussed. Staff training records show that staff are very well trained to care for people with a learning disability and associated needs. Care Homes for Adults (18-65 years) Page 13 of 31 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. Residents benefit from very good assessments to ensure that all their needs are considered. Good person centred care planning meant they could have personal goals that staff knew about and helped them achieve safely and their independence was promoted. They were consulted regularly and given information which assisted them to be involved in day to day routines of the home and know confidential information was handled right. Evidence: There was good evidence seen in residents care plans to show the service respected residents right to take control over their own life and make their own decisions and choices. The standard of residents care records was very good, and included an up to date assessment of their needs. Care plans were person centred and linked very well to assessed needs, and placed residents central to any activity. The plans took into account what was important to residents, what they wanted, and what they needed and what support people would Care Homes for Adults (18-65 years) Page 14 of 31 Evidence: give them. Roles for everybody in supporting residents were identified such as Key worker, self, family, and other professional people. Short term goals appeared achievable and clearly identified individual responsibilities of action. Residents kept a copy of their care plan to refer to. Care plans were seen to be updated with any changes that were relevant to each resident. There was evidence of good key worker involvement to support and advise residents plan for their care and make good choices. Risk assessments were completed and staff were instructed to accept responsible risk taking as a residents right and part of daily living we all experience. Any limitation required for example, the need to escort residents outside the home because of road safety, is agreed with the resident and forms part of care planning. To support residents understand and have their say with care planning and reviews, different methods to engage residents are used. For example, illustrations, discussions and staff observations, key worker and knowledge of current needs of residents. Good communication methods were used such as large print in plain English, signing, picture reference and symbols. These all help to make sure the service provided is what was needed and wanted. Information received in the AQAA stated Resident induction of new staff included ways staff can help residents to make choices for example getting to know people well by reading information in pen pictures and care plans and by learning to communicate with people. All residents have a personal book that contains information held at the home about them such as their contract, care plans, communication record, personal details etc. They had a signed agreement for the sharing of information confirming their right to confidentiality. There was evidence residents had full involvement with the running of the home. They had their own meetings and were involved in staff selection, staff meetings and the homes business and planning systems with management. Residents had copies of their own policies and procedures and had house rules they all agreed such as we are kind and respectful to each other. Care Homes for Adults (18-65 years) Page 15 of 31 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. The scope of opportunities for personal development, family contact, and social activities was excellent. Residents were treated with respect and lived a fulfilling lifestyle in the home and in the wider community. Evidence: Records of people living in the home show how they are supported to identify their goals, and work to achieve them. This is done through care planning, and key workers had an active role in supporting individuals accomplish these. This meant that residents were supported to access education, work skills such as gardening and leisure activities according to interests, and capabilities, and keep in contact with relatives and friends. Comments from residents living in the home showed residents considered they could always do what they wanted during the day, evening and at weekends. Additional Care Homes for Adults (18-65 years) Page 16 of 31 Evidence: comments included, Makes me happy. Lets me choose how I want to live my life. Helps me to be independent. Helps me to be independent and involving me in day to day decisions. And Helps me to do things that I enjoy doing. Manage my finances and save for holidays of my choice. Care planning showed how individual routine was organised. People in the home discussed the type of activities they did. They had illustrated weekly planners to help them remember what to do and where to go. They usually did something different every day. For example they knew when they would clean their room, attend different venues such as clubs they enjoyed etc. Residents also had regular meetings. Minutes taken showed they had opportunities to discuss their holidays and choose where they would like to go. Individual preferences were catered for. There was evidence of birthdays and festive celebrations enjoyed. Relatives and friends were given a calendar of social events and invited to join in. Residents made full use of community facilities. They went to town regularly. Those who joined in the mobility scheme in the home had the benefit of being transported to various places. Routines were very flexible. The home was definitely managed in a manner to avoid any institutional routines. Written comments received from staff included, The service users are always well dressed and well thought of by the staff and owners. Park House ensures service users enjoy a good quality life. They are supported very well in all aspects. Residents preferred name was recorded on their plan. Residents had house rules they had agreed. Relatives and friends were made welcome to the home, and there was good evidence residents were supported to maintain family relationships. Dates to remember were recorded, such as relatives birthdays. Staff considered the home did well as they respect residents and their families. And assist service users to occupy their time productively. Arrange regular holidays. Residents said the home did well as it Makes it a welcoming home to bring my friends to. With support from staff residents planned their menus, went shopping for food and took part where appropriate with tasks centred around meal times. Meals provided met with resident tastes and choice. Healthy eating options and professional advice and support was available. Care Homes for Adults (18-65 years) Page 17 of 31 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 health and personal care of residents is monitored and they are supported according to their need. Individual preferred routines, likes and dislikes allowed them to enjoy personal care in a dignified way. Evidence: Residents had a key worker they were happy with to help them. This allowed them to discuss their requirements in care planning. It was clear to all staff what they required and focus was placed on residents maintaining their independence. For example able to wash independently, but may require verbal prompts and encouragement. Staff giving support for more intimate care were instructed how best to provide this. There was sufficient instruction to help residents according to their need and wishes recorded on assessment and reviews. All new staff employed in the home attends a resident induction. The induction covered the basic principles of care from a resident perspective, and how they expected care staff to support them. New staff were left in no doubt this was an important issue for them. Care Homes for Adults (18-65 years) Page 18 of 31 Evidence: All staff were very well trained to care for people with a learning disability and in other topics relevant to their work. Information sent to the commission showed staff had been trained in for example epilepsy, autism, Makaton, challenging behaviour, person centred care planning. Healthcare needs had been properly assessed and residents had health action plans. These were included in each person care plan. Daily records showed how healthcare was closely monitored. Appointments for routine health screening were made and staff support offered where needed. There was also evidence of other professionals being involved in residents healthcare needs for example, speech therapist and dietician. Healthcare plans were written for residents to understand. Each area of need was considered and showed the necessary action to be taken to help them such as visits to the dentist. People were registered with a General Practitioner and had regular routine health screening appointments. Aging and illness was managed very well. Information received at the Commission for this inspection informed us staff had been trained in, Dying, Death and Bereavement to ensure they are aware of the importance of End of Life planning. This helps to make sure this is not overlooked and residents are treated with dignity and respect. They said All service users are encouraged to complete an End of Life plan and some service users have completed a plan. Records of medication were kept for each resident that included information staff should be aware of if someone was not well. Health action plans gave staff signs and symptoms to recognise for example if a resident was in pain and how they communicated this. Residents could self medicate following an assessment to make sure this would be safe. All staff responsible for mediation administration had been trained. Care Homes for Adults (18-65 years) Page 19 of 31 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The complaints procedure was suitable for residents to understand giving residents confidence to raise any issue of concern they may have. Good practice in employment, formal training for staff and residents in adult protection, meant residents knew and understood they were protected from abuse, neglect, and self harm. Evidence: There had been no complaints received at the home and no complaints received at the Commission. Residents at home during inspection said they were happy in the home and identified staff who they would speak to if they were not happy. Good quality monitoring in the home showed residents views were consistently sought as regards to their care and their home. When evaluating staff residents were specifically asked how staff treated them for example they said Can discuss problems with her, and I have done. And she is very helpful. Written comments from residents for this inspection showed they were all satisfied with how they were treated. Staff listened and acted on what they said and they knew what to do if they had any concerns or were unhappy. Residents who gave staff their resident induction emphasised issues that were really important to them. Topics included core values such as been given dignity, respect and being allowed to be themselves. Residents also had the opportunity to attend staff meetings, and be actively involved in staff recruitment and their appraisals. Care Homes for Adults (18-65 years) Page 20 of 31 Evidence: The complaints procedure was illustrated and written in plain English. Relatives were also given a copy of the procedure at every annual planning meeting they can attend. Quality Assurance in the home gave examples of their response to any issue such as I feel that all the issues raised are dealt with willingly and efficiently When residents move into the home they are given information on how to keep safe. It is made clear what abuse means and what safeguards are in place to protect them. They are given easy to follow instructions they keep, to help them in reporting any issue with this they may have. There were up to date policies and procedures for staff reference and all staff were trained in Safeguarding Vulnerable Adults. They were also trained to respond appropriately to physical and verbal aggression and fully understand the use of physical intervention as a last resort. They had attended further training on The Mental Capacity act and Deprivation of Liberties. Information received from the home for this inspection showed they Intend for Manager to attend training for the Investigation of Safeguarding complaints. Care Homes for Adults (18-65 years) Page 21 of 31 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home provided a clean, very well-maintained, comfortable environment for residents living there. Evidence: Parkside is a large spacious garden fronted terraced house situated in a residential area near to the town centre of Burnley. The home has a lounge/dining room and dining kitchen. There is a separate laundry room. The home was decorated to a very good standard and furnishings and fittings were homelike in style and of a good quality. There is a garden area to the side and back of the property. The home was very well maintained, with obvious continuing investment made to keep high living standards for residents. Information received at the commission for this inspection informed us what general improvements they had made. For example replaced the expel air, redecorated the bathroom and redecorated the ground floor toilet. They had fitted a splash back in one bedroom and purchased new bedding. They had also restored a stained glass window in the hallway. The business plan seen during inspection showed planned investment for the coming Care Homes for Adults (18-65 years) Page 22 of 31 Evidence: financial with work prioritised and agreed, such as replace the dinning table and chairs. Scrape off loose render and repaint front garden walls and in front of garage. Redecorate, and purchase new bedding and curtains and generally repaint where needed. Accommodation was very homely and residents had access to all parts of the house. Bedrooms seen were furnished to residents preference and personalised according to their taste. They had their own key to keep their rooms private and respecting other residents personal space and property was written into house rules. Observations made during inspection showed the overall standard of hygiene in the home was very high. Comments recorded in Quality Assurance outcomes included, lovely homely environment and standard of accommodation could not be better, and the furnishings are modern and up to date. It provides a proper home with comfort. Care Homes for Adults (18-65 years) Page 23 of 31 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. Excellent recruitment practices, training provided, and staffing arrangements meant residents were cared for by qualified and competent people they chose to support them. Evidence: Information received at the Commission indicated there were sufficient numbers of staff employed to meet the needs of residents. Rotas seen on the day of inspection showed the numbers of staff on duty at any given time was sufficient to cover essential duties such as keeping the home clean and give residents one to one support. The provider said staffing levels in the home allowed for staff to meet the individual needs of the residents, and supported a person centred approach to their care. Staff records showed recruitment checks to be complete and met with legislative requirements for Criminal Record Bureau (CRB) and Protection of Vulnerable Adults (POVA) register check, being applied for prior to employment. On appointment staff were issued with a job description and contract of terms and conditions of employment. The recruitment practice in the home was excellent with full resident involvement at all stages. This included residents taking turns to interview people with management. Questions were structured to support them for example, Shall we Care Homes for Adults (18-65 years) Page 24 of 31 Evidence: employ this person? Would you like this person to work in your home? Do you think the other people living here would like this person?. The process considered residents diverse needs, and for residents unable to express themselves verbally, their preferred method of communication was used. All new staff had been given induction training that included resident induction. Topics on the agenda for this included for example communication and basic principles of care. Certificates of training were kept on file with staff training records. Written comments from relatives in the homes Quality Assurance included, Care staff are excellent, and always made to feel welcome, Relationships with manager and staff excellent. And all the staff are very friendly. Staff were given regular supervision that included topics such as interaction with service users, service users care plans, person presentation, health and safety, training issues, staff meetings, reporting and record keeping, good practice and any other issues. An action plan following supervision was completed. Residents took part in staff performance evaluation, and Quality Assurance monitoring took place regularly. Regular staff meetings took place. Minutes of the meetings were taken and the records showed agendas were associated with best practice issues and topics relevant to the day-to-day running of the home. Staff considered the level of training given was very good. Written comments included, The training for staff is also excellent. And support me in the job I do and ensure I have regular training. Care Homes for Adults (18-65 years) Page 25 of 31 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 management of the home promoted equal opportunities for everyone, which meant the home was run in the best interests of residents and their health, safety, and welfare, and quality of life experience was considered and promoted at all times. Evidence: The registered manager is qualified in management and care, and has many years experience in managing a care home. Information received at the Commission show the scope of her responsibilities includes for example overall responsibility for staff employment, policies and procedures, health and safety, provisions, furnishings and refurbishment, standards, service user welfare, appraisal of all staff, supervision of senior staff, staff training, wages, accounts and motor vehicles, induction and foundation training and finance. Home leaders are employed to support her in this role, and have their own delegated responsibilities. From observations made, records looked at, comments from residents and staff and Quality monitoring within the service there was ample evidence to show the management approach in the home allowed for residents to have a positive impact on Care Homes for Adults (18-65 years) Page 26 of 31 Evidence: how they would like the home to run, the care they receive and facilities they enjoy. They were consulted regularly about their care, the staff, and the facilities they are provided with, and were supported to take turns to attend staff and management meetings. Residents said their views were listened to. The objectives in the main are to provide quality care. Continually strive to maintain and improve standards of resident care, and where appropriate accommodation. The homes Quality Assurance control system is designed to evaluate and monitor performance, and staff support processes effectively contribute towards this goal. Written comments from staff sent to the Commission included, I love my job and Im very proud to be a part of park Houses, I couldnt imagine working anywhere else. Park Houses is a good organisation. it has a high standard of care and helps support service users live independently and live in a happy environment. Residents who provided written comments said, Its good , I like living here, Im happy. I am happy living here. And, We have nice staff. The manager, staff, and residents were involved with the providers in business planning and review. The current business plan looked at the objectives of the home and what was hoped to achieve in the year. Finances were outlined, and staffing, training, marketing, and refurbishment also considered and provided for. Staff commented, The home to me is at present already as good as it can be, but always prepared to improve and listed to any suggestions from staff etc. The home made sure everyone who could manage their own money as far as they were able. Proper records were kept and audited at regular intervals. Record keeping was very good, and confidential records were stored securely. Staff were made aware of the requirements of the Data Protection Act, and compliance was included in their terms and conditions of employment. Staff had the opportunity to discuss work issues with the owners and manager on a day-to-day basis and in supervision. Residents were supported to take part in staff supervision. What they said was taken seriously and used as a means for staff to develop their skills in care. This was recorded in easy to use picture illustrated forms, designed for everyone to understand. Staff said they had support with training. Residents described staff as being good. Park Houses has Investors In People award (IIP), and has retained their Preferred Provider status. Professional people describe the team at Park Houses as professional and caring, and the service promotes independence. Throughout the inspection of management of the home, there was evidence in equal opportunities for all with Care Homes for Adults (18-65 years) Page 27 of 31 Evidence: resident involvement in choosing the staff they wanted to support them and evidence they lived a valued life in the wider community. To make sure staff follow the policies and procedures of the home, as outlined in their staff handbook, these are discussed during supervision. Action was taken to help staff understand them by formal training provided, such as caring for people with a learning disability. Safe working practices in the home were evident. Residents had regular fire drills and each person was risk assessed to make sure they were kept safe in the event of a fire. The home had a good range of policies and procedures and practice aimed at keeping everyone safe. Staff were given essential health and safety training in topics such as first aid and fire prevention. Care Homes for Adults (18-65 years) Page 28 of 31 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 29 of 31 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 30 of 31 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. © 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. 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