Care Home: Pine View Care Home

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What the care home does well Pine View provides homely and comfortable accommodation to its residents. One resident said, `It`s very cosy here. I feel like I`m sitting in my own lounge at home.` There is a good range of communal areas for residents to use, and bedrooms are personalised and individual to each resident. All areas inspected were clean, fresh, and tidy. One resident told us, `Everywhere is always clean.` All the residents we spoke to said they were pleased with the care they received at Pine View. One resident told us, `I wake up when I want and call for staff to help me get dressed. They treat me like royalty.` The staff we met were friendly and helpful. We saw they got on well with the residents, going out of their way to include them in any coversations or discussions that were taking place. A member of staff told us, `Most of our residents love it when we spend time with them one-to-one or in a group. It`s a big part of what we do. We take an interest in them and get them to talk about the past. It makes them feel comfortable here and loved.` All the residents we spoke to praised the staff team. One said, `We have a laugh with the staff`, and another told us, `The staff are lovely.` The Manager is well qualified and experienced. He has NVQ 4 and the Registered Managers Award, recognised qualifications for people who run care homes. In discussion he was knowledgeable about all the residents who live in the home. One resident told us, `The Manager keeps coming to talk to us. He`s here every day.` What has improved since the last inspection? A new system of record keeping has been introduced for medical documents. This will help to maintain confidentiality. At the residents` request, the amount of activities has increased and there is now at least one activity run every day including music and movement, bingo, and meals out. The home`s menu has been improved and expanded, with choices now available at every meal. All staff have had training in `safeguarding` (protecting vulnerable adults form abuse) and dementia care. What the care home could do better: The safeguarding procedure should be re-written so it gives clear information about the role of social services as `lead agency` during any safeguarding investigation. CARE HOMES FOR OLDER PEOPLE Pine View Care Home 418-420 Hinckley Road Leicester LE3 0WA Lead Inspector Kim Cowley Unannounced Inspection 28th August 2008 11:00 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Pine View Care Home DS0000064266.V370745.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Pine View Care Home DS0000064266.V370745.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Pine View Care Home Address 418-420 Hinckley Road Leicester LE3 0WA Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) 0116 2855868 0116 2547343 pineviewcarehomes@ntlworld.com Pine View Care Homes Ltd Mr Dinesh Raja Care Home 15 Category(ies) of Dementia - over 65 years of age (4), Old age, registration, with number not falling within any other category (15) of places Pine View Care Home DS0000064266.V370745.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. No Service users in the category DE(E) shall be admitted to the home where there are already four service users in this category accommodated there. 14th September 2007 Date of last inspection Brief Description of the Service: Pine View provides personal care and accommodation for up to 15 older people, including four with dementia. The home is situated on a main road into Leicester with bus stops nearby. There is a small car park at the front of the home. The home has two lounges, a dining room, and a conservatory on the ground floor. There are nine single and three shared bedrooms, some of which have ensuite facilities, on the ground and first floors. There is a passenger lift to the first floor. At the back of the home is a patio area and large garden. Fees are from £338 per week depending on choice of room and care needs. Further information about the home is available from the Manager. Pine View Care Home DS0000064266.V370745.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 2 stars. This means the people who use this service experience good quality outcomes. This was a key inspection that included a visit to the home and inspection planning. Prior to the visit, we (throughout the report the use of ‘we’ indicates the Commission for Social Care Inspection) spent half a day reviewing information relating to the home. During the course of the inspection, which lasted five hours and forty-five minutes, we checked the ‘key’ standards as identified in the National Minimum Standards. This was achieved through a method called case tracking. Case tracking means we looked at the care provided to three residents living at the home by meeting them; talking with the staff who support their care; checking records relating to their health and welfare; and viewing their personal accommodation as well as communal living areas. Other issues relating to the running of the home, including health and safety and management issues, were examined. We also met five other residents, the Manager, a senior carer, and a carer. One resident’s and one relative’s survey were returned to CSCI prior to the inspection. Both respondents said they were satisfied with all aspects of the home. What the service does well: Pine View provides homely and comfortable accommodation to its residents. One resident said, ‘It’s very cosy here. I feel like I’m sitting in my own lounge at home.’ There is a good range of communal areas for residents to use, and bedrooms are personalised and individual to each resident. All areas inspected were clean, fresh, and tidy. One resident told us, ‘Everywhere is always clean.’ All the residents we spoke to said they were pleased with the care they received at Pine View. One resident told us, ‘I wake up when I want and call for staff to help me get dressed. They treat me like royalty.’ The staff we met were friendly and helpful. We saw they got on well with the residents, going out of their way to include them in any coversations or discussions that were taking place. A member of staff told us, ‘Most of our residents love it when we spend time with them one-to-one or in a group. It’s Pine View Care Home DS0000064266.V370745.R01.S.doc Version 5.2 Page 6 a big part of what we do. We take an interest in them and get them to talk about the past. It makes them feel comfortable here and loved.’ All the residents we spoke to praised the staff team. One said, ‘We have a laugh with the staff’, and another told us, ‘The staff are lovely.’ The Manager is well qualified and experienced. He has NVQ 4 and the Registered Managers Award, recognised qualifications for people who run care homes. In discussion he was knowledgeable about all the residents who live in the home. One resident told us, ‘The Manager keeps coming to talk to us. He’s here every day.’ What has improved since the last inspection? What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can Pine View Care Home DS0000064266.V370745.R01.S.doc Version 5.2 Page 7 be made available in other formats on request. Pine View Care Home DS0000064266.V370745.R01.S.doc Version 5.2 Page 8 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Pine View Care Home DS0000064266.V370745.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. Residents’ needs are assessed prior to admission to ensure the home is suitable for them. This judgement has been made using available evidence including a visit to this service. (Standard 3 was inspected.) EVIDENCE: People who are interested in coming to live at Pine View are assessed by the Manager or a senior member of staff to ensure their needs can be met. We looked at three assessments belonging to the case tracked residents and saw they were clear and detailed, covering all potential areas of need. Staff use these when residents first move in to make sure they get the care they need, as a basis for writing care plans. The Manager told as that as the resident group at Pine View is small and established it is important that everyone fits in. He said, ‘We look at whether a prospective service users will be compatible with our current service user group.’ Potential residents are encouraged to spend time at Pine View before making a decision so they can get an idea of what the home is like. Pine View Care Home DS0000064266.V370745.R01.S.doc Version 5.2 Page 10 Standard 6 was not inspected, as Pine View does not provide intermediate care. Pine View Care Home DS0000064266.V370745.R01.S.doc Version 5.2 Page 11 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. Staff in the home, and in the wider community, meet residents’ health and personal care needs. This judgement has been made using available evidence including a visit to this service. (Standards 7, 8, 9, 10, and 11 were inspected.) EVIDENCE: All the residents we spoke to said they were pleased with the care they received at Pine View. One resident told us, ‘I wake up when I want and call for staff to help me get dressed. They treat me like royalty.’ Care plans are ‘person centred’ which means they focus on residents’ individual needs, taking into account their views on how these should be met. This helps to ensure the care provided fits in with their lifestyles and meets their particular needs. The plans cover the health, personal and social needs of the person in question, and their likes/dislikes and preferred routines. At the last inspection we found that residents’ medical records were kept together in a single book. This could lead to confidentiality being breached, so we asked the Provider to come up with a new system of record keeping. This has been done and staff now use individual record sheets to document visits Pine View Care Home DS0000064266.V370745.R01.S.doc Version 5.2 Page 12 from health care professionals. These records showed that that residents’ health care needs are monitored, and GPs and other health care professionals contacted when necessary. Since the last inspection all residents have completed an ‘End of Life Plan’ in conjunction with staff at the home, relatives, and local doctors and nurses. This sets our their wishes in the event of them nearing the end of their lives, and states how they would like to be cared for and where. Medication is safely stored and administered with the support of the home’s contract pharmacist, who also provides advice and staff training. Only senior staff give out medication, following a recognised training course. During their induction staff are trained to treat residents with respect and maintain their privacy. They also sign the home’s policy on this. All the residents we spoke to said they were pleased with staff attitudes. One resident told us, ‘The staff are polite and come quickly when I call.’ Pine View Care Home DS0000064266.V370745.R01.S.doc Version 5.2 Page 13 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. Residents’ social and cultural needs are identified and met. This judgement has been made using available evidence including a visit to this service. (Standards 12, 13, 14, and 15 were inspected.) EVIDENCE: Since the last inspection, and at the residents’ request, the amount of activities has increased and there is now at least one activity run every day. These include: • • • • • • • Music and Movement classes every fortnight Bingo Sing a longs Hairdressing/manicures/foot spas Visiting entertainers Meals out Newspaper discussion groups One member of staff acknowledged how important it was for residents to interact socially. She told us, ‘Most of our residents love it when we spend time with them one-to-one or in a group. It’s a big part of what we do. We take an interest in them and get them to talk about the past. It makes them feel comfortable here and loved.’ Pine View Care Home DS0000064266.V370745.R01.S.doc Version 5.2 Page 14 Visitors are welcome at Pine View and encouraged to make themselves at home. They can see residents in their bedrooms or in one of the lounges. The home’s menu has been improved and expanded, with choices now available at every meal. During the inspection we saw staff asking residents what they wanted for tea, and taking time to help them decide. All the residents we spoke to praised the meals. Their comments included, ‘The food’s all nice’, ‘I have tomatoes on toast every morning’, and ‘The meals are lovely.’ Pine View Care Home DS0000064266.V370745.R01.S.doc Version 5.2 Page 15 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. Residents and their representatives are encouraged to talk to staff about any concerns they might have. The home’s safeguarding procedure needs updating. This judgement has been made using available evidence including a visit to this service. (Standards 16 and 18 were inspected.) EVIDENCE: All the residents we talked to said they would speak up if they were unhappy about anything at Pine View. One resident told us, ‘I’d tell the staff if there was anything wrong. They’d sort it out for me.’ All residents and their representatives are given a copy of the home’s complaints procedure when they first come into the home. A copy is also displayed in the wardrobe in every bedroom so it can be easily referred to. This ‘openness’ about complaints makes it easier for residents to raise any concerns they might have. There have been no complaints about Pine View since the last inspection. At the last inspection we said that all staff must have training in ‘safeguarding’ (protecting vulnerable adults from abuse), as the last training they had had was out of date. Records showed that all staff did a safeguarding course in May 2008. This will help to ensure they know what to do if they have concerns about a resident’s well being. Pine View Care Home DS0000064266.V370745.R01.S.doc Version 5.2 Page 16 The home has a safeguarding procedure in place which explains what staff should do if they have concerns about the way a resident is being treated. This procedure should be improved, as at present it is unclear about the role of social services as ‘lead agency’ during a safeguarding investigation. The Manager agreed to re-write this procedure so his staff are clear about who to contact should a safeguarding concern arise. Pine View Care Home DS0000064266.V370745.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. Residents live in an environment that is safe, comfortable, and well maintained. This judgement has been made using available evidence including a visit to this service. (Standards 19 and 26 were inspected.) EVIDENCE: Pine View provides homely and comfortable accommodation to its residents. One resident said, ‘It’s very cosy here. I feel like I’m sitting in my own lounge at home.’ There is a good range of communal areas for residents to use, and bedrooms are personalised and individual to each resident. The gardens are secluded with seating areas. Since the last inspection the following improvements have been made to the premises: • • • New carpets in the hallway and corridors New curtains in the lounge The dining room has been redecorated DS0000064266.V370745.R01.S.doc Version 5.2 Page 18 Pine View Care Home • One of the bathrooms has been turned into a walk-in shower room, so residents can choose whether they have a bath or a shower All areas inspected were clean, fresh, and tidy. One resident told us, ‘Everywhere is always clean.’ Pine View Care Home DS0000064266.V370745.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. An established staff team meets residents’ needs. Relationships between staff and residents are warm and caring. This judgement has been made using available evidence including a visit to this service. (Standards 27, 28, 29, and 30 were inspected.) EVIDENCE: The staff we met were friendly and helpful. We saw they got on well with the residents, going out of their way to include them in any coversations or discussions that were taking place. All the residents we spoke to praised the staff team. One said, ‘We have a laugh with the staff’, and another told us, ‘The staff are lovely.’ We talked to two staff members. Both said they liked working at Pine View because it is ‘homely’. One said, ‘It’s not like a job – we’re one big family here.’ The other told us that she comes in on her day off to take residents out shopping. It was evident that the staff have genuine affection for the residents and that this is reciprocated. Recruitment procedures were discussed with the Manager. He told us that all staff are subject to CRB and POVA checks, and references are obtained. Staff files were sampled and had the appropriate documentation in place. These checks help to ensure residents are safeguarded. Pine View Care Home DS0000064266.V370745.R01.S.doc Version 5.2 Page 20 Staff receive good training opportunities. One member of staff told us, ‘I’ve had more training here than at anywhere else I’ve worked. Training is ongoing and the Owner is keen for us to train.’ More than half the staff have NVQ (National Vocational Qualification) Level 2 or above. This gives them the basic skills they need to care effectively for the residents. At the last inspection we asked the Registered Person to ensure that all staff were trained in dementia care. Since them some have completed a ‘Dementia Care’ course run by a local college. One member of staff told us, ‘The course was a real eye-opener. We learnt that it’s a cruel disease, but with the right care and medication residents can still have a good quality of life.’ And all staff are booked to attend a ‘Dementia and Parkinson’s’ course and have already completed a pre-course exercise in preparation. This training will help staff to gain further insight into the care of people with dementia. Pine View Care Home DS0000064266.V370745.R01.S.doc Version 5.2 Page 21 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. Residents live in a home that is safe and well managed. This judgement has been made using available evidence including a visit to this service. (Standards 31, 33, 35, and 38 were inspected.) EVIDENCE: The Manager is well qualified and experienced. He has NVQ 4 and the Registered Managers Award, recognised qualifications for people who run care homes. In discussion he was knowledgeable about all the residents who live in the home. One resident told us, ‘The Manager keeps coming to talk to us. He’s here every day.’ The Manager told us that to collect stakeholders’ views on how the home is run he sends out questionnaires every six months. When these are returned he makes the results available for anyone to see so they can get an idea of what current residents and visitors think of Pine View. Pine View Care Home DS0000064266.V370745.R01.S.doc Version 5.2 Page 22 Residents’ meetings are held twice a year and minutes showed that residents’ are listened to and their views taken into account. For example at the last meeting, in February 2008, resident asked for trips out and these were organised for them. Residents look after their own money or their relatives look after it for them. If they need money, eg for hairdressing or chiropody, the Manager will pay and then invoice them afterwards. The Manager confirmed that appropriate checks and maintenance are carried out to help to ensure the home is safe for residents and staff. Since the last inspection Regulation 37s (which alert CSCI about untoward incidents in the home) have not always been received by CSCI. This was discussed and it appears the Manager had been sending them to the wrong email address. He was given the correct email address for future use. Pine View Care Home DS0000064266.V370745.R01.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X 3 X X X X HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 3 DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X X X 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 X X 3 Pine View Care Home DS0000064266.V370745.R01.S.doc Version 5.2 Page 24 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1 Refer to Standard OP18 Good Practice Recommendations Pine View Care Home DS0000064266.V370745.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection Eastern Region Commission for Social Care Inspection Eastern Regional Contact Team CPC1, Capital Park Fulbourn Cambridge, CB21 5XE National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Pine View Care Home DS0000064266.V370745.R01.S.doc Version 5.2 Page 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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