Care Home: Platters Farm Lodge

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What the care home does well The registered manager was receptive to advice given and demonstrated a commitment to put right any matters needing addressing to improve the service further. Staff spoke enthusiastically about their roles and enjoy working at the home. The service is appreciated by people who use it and has a good reputation in the area. The provider strives to ensure that staff are suitably qualified to carry out their roles. Indeed over 85% of care staff are now trained to NVQ 2 or equivalent in care. The home is kept in a good decorative state and cleanliness is maintained to a high standard. The home promotes a welcoming, relaxed and warm atmosphere throughout. Staff have time to listen to service users and carry out their duties in an unhurried manner. The rehabilitation and respite units provide a valuable service to people within the area. Compliments about the service included "Staff come quickly when I use the buzzer". "I like it here because staff always ask me as opposed to just telling me". "Its very good here, anything special you want they try and get it for you". "I feel safe here. I cannot fault anything. Staff don`t just talk to you they have time to listen". "Girls who look after us are very good. The food is very good and we have no complaints. I can`t get back here quick enough. I attend the armchair exercises every day and the quizzes which keep me thinking. All I do here is eat. Food is wonderful, it really is". "I`m a very independent person and staff respect this". "I cannot fault anything here. Didn`t know such places existed for you to get better before returning to your own home after having a spell in hospital". "Staff are brilliant. Cannot fault any of them". "Staff are always cheerful and nothing is ever too much for them. They help you get back your independence. There are lots of quizzes to keep your mind going". "Rooms are cleaned properly every single day. Can`t fault the home at all. The chef is absolutely marvellous". "Each person is treated individually here. Staff respond quickly when I use the buzzer. The Christmas dinner was absolutely lovely. The girls made Christmas brilliant". "All meals are excellent. Well cooked and served hot. Always offered a choice. My room and all communal areas are cleaned regularly and are spotless. All staff know us by name and are very helpful and cheerful. Communication between staff and family is excellent. Family always kept informed of any changes". "Home supports people during rehabilitation to be independent". "My induction covered everything at the time of joining, but as years pass rules and regulations all change at times. So regular refresher courses are a must to keep you up to date with all new changes". "Families are surprised when they first step into our doors and it has often been said to me how they never thought Platters was like it is which is a compliment to the home and staff that work there". "I work in the rehabilitation section. I think that a good service is provided to the clients". "The service is swift to attend to any issues, concerns or problems and they respond to these appropriately. The service encourages independence. It is a pleasant place to work. All the staff I`ve met are friendly". "The service provides the appropriate care and they listen to individual`s needs and requests". "Assistance from district nurses and GPs is sought appropriately. The service provides high standards of care and promotes independence. Responding to the needs of individual people is a strength of this service". "My overall impression is that Platters Farm Lodge provides an excellent service with respect to daycare provision and previously intermediate care when my relative was being rehabilitated after a hip fracture. Their care is seamless and can only be commended. We are, as a locality,very fortunate in having such excellent local facilities for our older population". What has improved since the last inspection? Medication administration record charts are maintained to a better standard. This improves service users` safety. Approved arrangements are in place for keeping amounts of monies on behalf of service users. Shared rooms are only occupied after service users have agreed to this provision. A number of bedrooms have been redecorated and a bathroom refurbished. To keep the home safe and operational in the event of power cuts, the home`s own generator has been brought back into operation. To minimise infection control risks, two of the home three sluice facilities have been upgraded and the washing machines have been replaced. The AQAA records that a new large plasma screen TV has been bought following requests from permanent service users. And a second activities coordinator has been recruited, extending activities and occupation hours, including weekends to 45 per week. What the care home could do better: Enhancing further service users` care plans by incorporating the treatment programmes composed by occupational therapists and physiotherapists. This should provide a coherent picture of the short stay service users` individual needs. The AQAA records that a new laundry post has been approved and an operative will be recruited shortly. This follows service users` comments about the laundry service. The home will develop an agreement form for short stay service users. This will be done in conjunction with the provider and its legal department. This is good practice for equality purposes. Survey respondents` comments about improving the service included "A number of carers are agency workers and so are not necessarily on at regular times and may be not as committed as council employed staff". "Would like chance to sit in garden more often, especially in warmer weather. Staff cannot always do this as they are too busy". "Meals monotonous, especially selection of vegetables. Would like greater choice of menu. Gravy too salty, food sometimes has little taste". There are no requirements, but a number of good practice recommendations have been made throughout the body of the report. Inspecting for better lives Key inspection report Care homes for older people Name: Address: Platters Farm Lodge Highfield Road Rainham Gillingham Kent ME8 0EQ     The quality rating for this care home is:   three star excellent service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Elizabeth Baker     Date: 1 2 0 1 2 0 0 9 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. 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. the things that people have said are important to them: They reflect 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. 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 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 Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 26 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.csci.org.uk Internet address Care Homes for Older People Page 3 of 26 Information about the care home Name of care home: Address: Platters Farm Lodge Highfield Road Rainham Gillingham Kent ME8 0EQ 01634377579 01634260791 jenny.broom@medway.gov.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Medway Council care home 43 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 to be accommodated is 43 The registered person may provide the following categories of service only -(PC) to service users of the following gender: Either Whose primary needs on admission to the home are within the following category: old age, not falling within any other category (OP) Date of last inspection Brief description of the care home Platters Farm is a single storey purpose built Linked Service Centre owned and managed by Medway Council. The home provides personal care and accommodation for a maximum of 43 people. It incorporates an intermediate care unit. There are 39 single rooms and two double rooms. Six bedrooms have en suite facilities. There is on site parking and private garden areas around the home. The home has its own transport. The home is situated in a residential area of Rainham and within walking distance of a bus route. The home is approximately three quarters of a mile from Rainham Town Centre and one mile from the main line railway station in Rainham. The current range of activities include physical exercises, quizzes and mental stimulation Care Homes for Older People Page 4 of 26 Over 65 43 0 Brief description of the care home exercises, board games, floor games, arts and crafts and film and music sessions. A monthly religious service takes place at the home. The current fee for permanent service users is £397.35 per week. There is no charge for the rehabilitation service for the first six weeks. After this time service users are means tested. Additional charges are made for services and items such as hairdressing, newspapers, chiropody, clothing and taxis. A full list of additional charges is included in the homes information pack. 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: three star excellent 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: Link inspector Elizabeth Baker carried out the key unannounced visit to the service on 12 January 2009. The visit lasted almost eight hours. As well as briefly touring the home the visit consisted of talking with some service users and staff. Four service users and two members of staff were interviewed in private. Verbal feedback of the visit was provided to the registered manager during and at the end of the visit. Additional feedback has subsequently been provided. At the time of compiling the report, in support of the visit we, the Commission, received survey forms about the service from three service users, one advocate, three members of staff, two care managers and two healthcare professionals. Care Homes for Older People Page 6 of 26 At our request the home was required to complete and return an Annual Quality Assurance Assessment (AQAA). Some of the information gathered from these sources has been incorporated into the report. Since the last visit there has been one safeguarding investigation. There have been no referrals to the Protection of Vulnerable Adults list. And we have not received any complaints about the service. The last inspection to the home was carried out on 9 October 2006. What the care home does well: The registered manager was receptive to advice given and demonstrated a commitment to put right any matters needing addressing to improve the service further. Staff spoke enthusiastically about their roles and enjoy working at the home. The service is appreciated by people who use it and has a good reputation in the area. The provider strives to ensure that staff are suitably qualified to carry out their roles. Indeed over 85 of care staff are now trained to NVQ 2 or equivalent in care. The home is kept in a good decorative state and cleanliness is maintained to a high standard. The home promotes a welcoming, relaxed and warm atmosphere throughout. Staff have time to listen to service users and carry out their duties in an unhurried manner. The rehabilitation and respite units provide a valuable service to people within the area. Compliments about the service included Staff come quickly when I use the buzzer. I like it here because staff always ask me as opposed to just telling me. Its very good here, anything special you want they try and get it for you. I feel safe here. I cannot fault anything. Staff dont just talk to you they have time to listen. Girls who look after us are very good. The food is very good and we have no complaints. I cant get back here quick enough. I attend the armchair exercises every day and the quizzes which keep me thinking. All I do here is eat. Food is wonderful, it really is. Im a very independent person and staff respect this. I cannot fault anything here. Didnt know such places existed for you to get better before returning to your own home after having a spell in hospital. Staff are brilliant. Cannot fault any of them. Staff are always cheerful and nothing is ever too much for them. They help you get back your independence. There are lots of quizzes to keep your mind going. Rooms are cleaned properly every single day. Cant fault the home at all. The chef is absolutely marvellous. Each person is treated individually here. Staff respond quickly when I use the buzzer. The Christmas dinner was absolutely lovely. The girls made Christmas brilliant. All meals are excellent. Well cooked and served hot. Always offered a choice. My room and all communal areas are cleaned regularly and are spotless. All staff know us by name and are very helpful and cheerful. Communication between staff and family is excellent. Family always kept informed of any changes. Home supports people during rehabilitation to be independent. My induction covered everything at the time of joining, but as years pass rules and regulations all change at times. So regular refresher courses are a must to keep you up to date with all new changes. Families are surprised when they first step into our doors and it has often been said to me how they never thought Platters was like it is which is a compliment to the home and staff that work there. I work in the rehabilitation section. I think that a good service is provided to the clients. The service is swift to attend to any issues, concerns or problems and they respond to these appropriately. The service encourages independence. It is a pleasant place to work. All the staff Ive met are friendly. The service provides the appropriate care and they listen to individuals needs and requests. Assistance from district nurses and GPs is sought appropriately. The service provides high standards of care and promotes independence. Responding to the needs of individual people is a strength of this service. My overall impression is that Platters Farm Lodge provides an excellent service with respect to daycare provision and previously intermediate care when my relative was being rehabilitated after a hip fracture. Their care is seamless and can only be commended. We are, as a locality, Care Homes for Older People Page 8 of 26 very fortunate in having such excellent local facilities for our older population. 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 set out on page 4. The report of this inspection is available from our website www.csci.org.uk. You can get printed copies from enquiries@csci.gsi.gov.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 9 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 10 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Prospective service users can be sure the home can meet their assessed needs. Evidence: Since the last visit the home has changed its objectives and purpose. The home no longer admits service users on a permanent basis but provides respite or rehabilitation care only. Details are yet to be finalised and workshops are currently being held to determine the outcome. When completed, the home will update and re issue its Statement of Purpose and Service User Guide. As is good practice, the current permanent service users have been notified of the imminent changes. However they will not be required to transfer to other homes and can remain at Platters Farm for as long as their assessed individual needs can be met there. New service users are assessed as to the appropriateness of admission by a multi disciplinary team. This is usually carried out at the prospective service users current Care Homes for Older People Page 11 of 26 Evidence: place of abode. If more information is required, the registered manager ensures this is obtained. The information gathered at the assessment visit is used to inform the respective care plan. A service user spoken with described their assessment experience and commented on the assessors thoroughness in seeking as much information about them. This is good practice. Care Homes for Older People Page 12 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 health and personal care needs of service users are met with evidence of good multi disciplinary working taking place on a regular basis. Evidence: For case tracking purposes the care records of four service users were inspected. Records contained pre admission assessments, care plans and a range of supporting risk assessments. The quality of detail differed for each individual service user, but generally corresponded with information provided during our interviews with the service users. Daily records are maintained and these provided a good mix of the service users quality of day experiences and health and physical condition. For service users receiving rehabilitation care, the registered manager has introduced a form for occupational and physiotherapists to complete. This is intended to provide a more coherent picture of the service users treatment plan. Disappointingly the clinicians are reluctant to use these and continue to keep their plans separate. The Registered Manager is aware of the importance of incorporating this information and is actively striving to encourage the clinicians to do this. Care Homes for Older People Page 13 of 26 Evidence: The home has a medical room in which medicines and nursing sundries are securely maintained. Details of the room and drug fridge temperatures are recorded daily. This is good practice as it ensures medicines are stored in accordance with manufacturers instructions so the efficacy of medicines is not compromised. Medication Administration Record (MAR) charts were inspected and generally found to be in order. However it has not been the homes practice to obtain a counter signature to handwritten entries. It is good practice to do so. Where possible the home promotes service users independence to administer their own medications. In order to establish service users are safe to do this, an assessment is carried out. Although the outcome is recorded on a risk assessment, the actual details of the assessment are not. For auditing purposes it is good practice to do so. As part of the homes quality assurance programme, a designated team leader is responsible for carrying out regular audits to ensure service users are receiving their appropriate medicines. This is good practice. Only two of the four care records included a photograph of the service users. For service users protection and identity, photographs of all service users must be obtained and maintained. Registered nurses are not employed at the home. Where specific nursing care is required on assessed needs basis, district and rapid response nurses provide this. The home has a well equipped physiotherapy room and two domestic type fully fitted kitchens where physiotherapists and occupational therapists work with service users to prepare them for returning to independent living in their own homes. Service users looked well presented and groomed with attention to detail where this is important to them. Service users said staff treat them with respect and minimise any anxieties they have when providing personal care support. This includes having same gender carers where this has been requested. The home has its own hairdressing salon and hairdressing is available five days a week. Indeed service users were seen coming and going to the hairdressers throughout the visit. Care Homes for Older People Page 14 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Meals and activities offer both choice and variety. Service users are supported in attaining their lifestyle preferences. Evidence: The two activity coordinators encourage service users to take part in communal activities such as quizzes, armchair exercises, arts and crafts and film and music sessions. However some service users spoken with said they prefer to stay in their rooms to read or watch television. Staff respect their wishes. Some service users attend the associated day centre and join in the activities there. A religious service takes place at the home monthly. And some service users go to weekly religious services in nearby churches, where spiritual care is important to them. A service user described how their birthday had been celebrated by a get together with family and friends organised by the home. And another service user, who unexpectedly had to stay over the Christmas period, described how absolutely lovely the Christmas dinner was that that staff made the whole experience brilliant. Since the last visit, external trips have been extended and include visits to the nearby Savacentre. The December 2008 service users meeting minutes indicate that service Care Homes for Older People Page 15 of 26 Evidence: users are really enjoying their trips there. For service users requiring rehabilitation care, physiotherapy and occupational therapy sessions form the main part of their treatment plan. One service user described their delight that day in reaching a landmark in their condition and now felt more confident they would be able to return safely to their own home. Each unit has its own dining area for service users to use if that is their wish. Service users spoken with said the food is good and one service user said the chef is absolutely marvellous. Menus provided at the visit stated choices are available and a cooked breakfast is served every week. Meals were not sampled at this visit but the lunchtime meals being served were presented in an appetising manner. Despite records not being available at this visit, service users weights are monitored monthly and the home has chair scales for this purpose. Care Homes for Older People Page 16 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. Service users and their advocates can be satisfied their concerns and complaints are listened to and acted upon. Evidence: The complaints procedure is available in the reception area. The procedure includes contact details of the provider and us. The procedure indicates it is available in other formats and languages if required. This is good practice. Service users spoken with knew what to do if they were unhappy about anything. The home maintains a central log of complaints and includes details of investigation outcomes. Arrangements are made for service users to exercise their civil rights by voting in elections if they wish to. Staff interviewed said they had received safeguarding adults training and described appropriately the action they would take if they suspected abuse had taken place. 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The environment creates an excellent home for service users to live in. Evidence: A fire safety inspection of the home and an environmental health inspection of the kitchen were carried out in September and November 2008 respectively. The fire safety inspection resulted in no action being required. However the environmental health inspection resulted in a number of matters requiring putting right. The registered manager confirmed the matters have been dealt with. Rooms visited were fresh, clean, odour free and generally warm. Service users interviewed commented on the high standard of cleanliness of their rooms. Staff should be congratulated on this. While most service users spoken said their rooms were warm enough for them, indeed one service user said their room can get too warm, a number of service users in one of the lounges asked for blankets as they were feeling cold. Although the rooms radiators were on some windows in nearby rooms were open, resulting in the lounge not being as comfortable as the service users wished for. Bedrooms and communal rooms are furnished and decorated to a good standard. Bedrooms have been individualised with service users personal effects. Since the last Care Homes for Older People Page 18 of 26 Evidence: visit a number of bedrooms have been redecorated and a bathroom has been refurbished. Sadly however the refurbished bathroom does not have a wash hand sink resulting in staff having to access hand washing facilities in a nearby toilet if there is a need to. This situation could result in potential cross infections risks because of contamination. For service users and staff safety, more adjustable height beds have been acquired. Service users said their beds are comfortable. For the safety of both service users and staff, the home has a range of lifting and transferring equipment, including fixed and mobile hoists. An outreach falls clinic is held at the home on a monthly basis and service users are referred to this service. The home is single storey purpose built. Its wide corridors promote service users moving independently around the home. This includes self propelling wheelchair users. Grab rails are available where service users require this level of support. The external grounds are easily accessible and a service user described how much they like going out into the gardens when the weather permits. For infection control purposes, two of the homes three sluicing facilities have been upgraded and the washing machines have been replaced. This affords better protection for service users and staff. 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Service users receive care and support from a happy, enthusiastic, caring and trained workforce. Evidence: As well as care staff, staff are employed for cooking, cleaning, driving, activities, maintenance and administration. Staff were seen carrying out their duties in an unhurried and attentive manner. Indeed a service user commented that staff just dont talk to you but have time to listen. Rotas are maintained and show that the home is staffed 24 hours a day. Service users spoken with said staff usually respond to the call alarm system quickly. Despite this a survey respondent added Staff are sometimes under pressure and are not available as quickly as I need them. Also they get called away and dont always return to finish what they started. More staff required. Over 85 of care staff are now trained to NVQ level 2 or equivalent. This is good practice and should provide healthcare assistants with the skills and knowledge required to perform their roles. New staff are required to complete an induction programme including a corporate day and shadowing staff on different shifts. New care staff undergo a six month probationary period. When satisfactorily completed unqualified care staff are enrolled Care Homes for Older People Page 20 of 26 Evidence: on the next available NVQ course. Staff interviewed said they feel supported by peers and management and receive regular supervision. Staff also said they had received training in subjects including health and safety, fire, infection control, moving and handling and adult protection. This visit coincided with a training needs analysis exercise being undertaken of all staff. As well as being required to complete a self assessment questionnaire staff were being individually interviewed by the providers learning and development team. This is to ensure staff are appropriately trained to reflect the gradual change in the homes purpose. The staff files of two members of staff were inspected and contained various documents including application forms, supervision notes and induction details. As part of the homes vetting practice, references are sought and obtained and Criminal Record Bureau (CRB) checks are undertaken. This is good practice for service users safety. 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Service users benefit from a well run home Evidence: The registered manager has managed the home since 1995, is a registered nurse and has a Diploma in Management Studies. Service users and staff spoke openly during the visit about their experiences of living and working at the home and how approachable the registered manager and team leaders are. Management promote an open door policy and this is appreciated by service users and staff. The home has developed its own quality assurance systems. To obtain service users views about the service, periodic and exit surveys are undertaken. Staff and service user meetings regularly take place and records are kept of the matters discussed. A representative of the provider visits the home regularly and provides the home with a copy of their resultant report. Care Homes for Older People Page 22 of 26 Evidence: The home no longer manages personal allowances on behalf of service users. However where they do keep cash amounts for some service users, these are kept individually and safe. There is a limit to the amount of monies the home will hold in such circumstances. This has been agreed with us. The AQAA records that the homes policies and procedures are mainly reviewed annually. This helps to ensure that staff have ready access to up to date regulation and good practice guidance. The AQAA also records that the homes equipment is serviced and or tested as recommended by the manufacturer or other regulatory body. 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: 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 We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. 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