Care Home: Plessington Court

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What the care home does well People who may wish to live in the home and/or their relatives are able to visit it before making a decision about moving in and meet the people who live there and the staff. They are given information about the home which includes how the care needs of the people who live in the home will be met, fees and other charges, management and staffing and how to complain. This means that people are able to make an informed decision about moving into the home and that their needs can be met there. The care plans for the people who live at the home are drawn up in consultation with the person and their relatives. This helps to make sure that the plans contain guidance for staff to meet people`s care needs in the way they prefer. Staff support people with personal care such as using eating their meals in a caring and calm manner so ensuring their privacy and dignity is maintained. The care records are updated as people`s needs change, to make sure that the right amount of care is being given to meet those needs. The care plans we saw clearly showed how the people who live in the home are to be supported by staff to maintain their independence and self caring skills. The healthcare needs of the people who live at Plessington Court are identified before they come to live in the home and are recorded in their plans of care. People who live in the home are consulted on how their healthcare can best be met. Staff monitor people`s health and will seek advice and guidance from doctors and other healthcare professionals if they have any concerns, to make sure that the people who live at the home stay as healthy as possible. Relatives are kept fully informed and are actively encouraged by the home to be fully involved in all aspects of the person`s care. This helps to make sure that they know what is happening with their relatives and and they can have a say in how their care is provided. The medicines are well managed and staff who give out the medicines to people who live at Plessington Court receive full training to help them make sure that the medicines are given safely and as prescribed by people`s doctors. Families and friends are actively encouraged to visit the home and be involved, as appropriate, in the care of the person. Families spoken with during the visit were very positive about the care and support offered by the staff. They also said they are kept fully informed of any accidents or other incidents involving their relatives. People who come to live in the home and their relatives are given a copy of the complaints procedure. They are also able to raise issues of concern with the manager and other staff and know their concerns will acted upon. The information we saw during our visit to the home showed that the concerns of the people who live at Plessington Court are taken seriously and acted upon. There is a clear procedure on safeguarding adults for the home and staff receive training on this so that they know what to do to make sure that the people who live at Plessington Court are protected from abuse and harm.The accommodation offered to the people who live at Plessington Court is of a high standard, with sufficient private and communal space available for each person who lives there. It is very well maintained so that people live in safe, comfortable and pleasant surroundings. There is a staff training programme in place to make sure that they have the skills they need to provide good quality care for the people who live at the home. There are thorough recruitment procedures to help make sure that the staff are suitable to work with the people who live at Plessington Court and that they are protected from possible poor practice. The manager of the home has many years experience in caring for people with dementia and has obtained nursing qualifications, the registered managers award and attends training days/conferences to update her knowledge. The management team have worked very hard to ensure the care needs of the people who live at Plessington Court are met by a trained, motivated and caring staff team. What has improved since the last inspection? Since our last inspection of the home, the use of technology in the care planning process has improved the way the changing care needs of the people who live in the home are recorded and dealt with. The plans of care have improved and are now clearly person centred so that the individual needs of each person are recorded together with guidance for staff on what they should do to meet those needs in the way the person prefers. The staff at the home have put together a book of pictures and illustrations so that a person with specific care needs who lives at Plessington Court can communicate their wishes to staff. Staff have access to an improved training programme and receive regular support and supervision from the management team. The management team have identified the areas that required improving within the home, particularly in caring for the people who live there. They have improved the procedures for ensuring the choices of the people living in the home are addressed and provide staff with the support and guidance to ensure they help people live their daily lives as they wish What the care home could do better: We consider that Plessington Court provides excellent outcomes for the people who live there so rather than state what they could improve we would expect that the home continues to review its practice in order to ensure that the very high standard of care provided to the residents at the time of this inspection is maintained and where possible improved upon. Inspecting for better lives Key inspection report Care homes for older people Name: Address: Plessington Court The Chapel House Chapel House Lane Puddington Cheshire CH64 5SW     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: Val Flannery     Date: 0 6 0 5 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. 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. 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 28 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.cqc.org.uk Internet address Care Homes for Older People Page 3 of 28 Information about the care home Name of care home: Address: Plessington Court Chapel House Lane The Chapel House Puddington Cheshire CH64 5SW 01513362323 01513363833 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : Chapel House Care Limited care home 19 Number of places (if applicable): Under 65 Over 65 0 19 dementia old age, not falling within any other category Additional conditions: 19 0 The registered person may provide the following category of service only: Care home only - Code PC to service users of the following gender. Either whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category - Code OP. Dementia - Code DE. The maximum number of service users who can be accommodated is: 19. The service is registered to accommodate a maximum of 19 service users in the category DE(E) (Dementia over 65 years of age) Within the 19 no more than one older service user (OP) may be accommodated to reside with their spouse/partner who has dementia Date of last inspection Brief description of the care home Plessington Court is a purpose built home for nineteen service users, aged over 65, who have dementia. It is on the outskirts of the village of Puddington and opened in August 2005. It is located in a rural part of Cheshire and surrounded by countryside. It shares grounds with Chapel House Nursing Home that is owned by same organisation Care Homes for Older People Page 4 of 28 Brief description of the care home that runs Plessington Court. The home has 18 bedrooms on two floors, one of which is a shared room. The people who live in the home have access to a secure and seculded garden area which is access through the communal lounge. Fess range from £491.00 to £513.00 per week. Please contact the home for further detaisl on fees and other charges Care Homes for Older People Page 5 of 28 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: The overall quality rating for this service is three stars. This means that the people who live in the home experience excellent quality outcomes. Our unannounced visit to the home took place on 6 May 2009 and took 8 hours. The report will say we when referring to what we did and what we found because it is written on behalf of the Commission. During the visit we spoke with the people who live in the home, a number of relatives, the manager and staff. We looked around the home and at various records to check what care was being provided to the people who live in the home. The visit was just one part of the inspection. Before the visit the manager was asked to complete a Care Homes for Older People Page 6 of 28 questionnaire to provide up to date information about the service. CQC questionnaires were made available to people living in the home and staff so they could tell us what they think about it. What the care home does well: People who may wish to live in the home and/or their relatives are able to visit it before making a decision about moving in and meet the people who live there and the staff. They are given information about the home which includes how the care needs of the people who live in the home will be met, fees and other charges, management and staffing and how to complain. This means that people are able to make an informed decision about moving into the home and that their needs can be met there. The care plans for the people who live at the home are drawn up in consultation with the person and their relatives. This helps to make sure that the plans contain guidance for staff to meet peoples care needs in the way they prefer. Staff support people with personal care such as using eating their meals in a caring and calm manner so ensuring their privacy and dignity is maintained. The care records are updated as peoples needs change, to make sure that the right amount of care is being given to meet those needs. The care plans we saw clearly showed how the people who live in the home are to be supported by staff to maintain their independence and self caring skills. The healthcare needs of the people who live at Plessington Court are identified before they come to live in the home and are recorded in their plans of care. People who live in the home are consulted on how their healthcare can best be met. Staff monitor peoples health and will seek advice and guidance from doctors and other healthcare professionals if they have any concerns, to make sure that the people who live at the home stay as healthy as possible. Relatives are kept fully informed and are actively encouraged by the home to be fully involved in all aspects of the persons care. This helps to make sure that they know what is happening with their relatives and and they can have a say in how their care is provided. The medicines are well managed and staff who give out the medicines to people who live at Plessington Court receive full training to help them make sure that the medicines are given safely and as prescribed by peoples doctors. Families and friends are actively encouraged to visit the home and be involved, as appropriate, in the care of the person. Families spoken with during the visit were very positive about the care and support offered by the staff. They also said they are kept fully informed of any accidents or other incidents involving their relatives. People who come to live in the home and their relatives are given a copy of the complaints procedure. They are also able to raise issues of concern with the manager and other staff and know their concerns will acted upon. The information we saw during our visit to the home showed that the concerns of the people who live at Plessington Court are taken seriously and acted upon. There is a clear procedure on safeguarding adults for the home and staff receive training on this so that they know what to do to make sure that the people who live at Plessington Court are protected from abuse and harm. Care Homes for Older People Page 8 of 28 The accommodation offered to the people who live at Plessington Court is of a high standard, with sufficient private and communal space available for each person who lives there. It is very well maintained so that people live in safe, comfortable and pleasant surroundings. There is a staff training programme in place to make sure that they have the skills they need to provide good quality care for the people who live at the home. There are thorough recruitment procedures to help make sure that the staff are suitable to work with the people who live at Plessington Court and that they are protected from possible poor practice. The manager of the home has many years experience in caring for people with dementia and has obtained nursing qualifications, the registered managers award and attends training days/conferences to update her knowledge. The management team have worked very hard to ensure the care needs of the people who live at Plessington Court are met by a trained, motivated and caring staff team. 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. Care Homes for Older People Page 9 of 28 The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 10 of 28 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 11 of 28 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People thinking of moving into Plessington Court have their needs checked by staff from the home to make sure that those needs can be met there. Evidence: The information about how the service works and who it is for (the statement of purpose and service user guide) have been updated since our last visit to the home. We spoke with a number of relatives during this visit and they confirmed that they had been given information about the home when they had first visited it. They said the information they had received about the home was pretty accurate and proved very useful and helpful . We were told by staff and by relatives that the process for making decisions about moving into the home are very thorough. This includes the person and/or their families visiting the home before making a decision about moving in. We saw information that showed the people had been visited by the manager or the deputy manager before Care Homes for Older People Page 12 of 28 Evidence: they moved in to check on what their care needs were. This helped make sure that the persons needs could be met at Plessington Court. One person living in the home told us the first seven days were like a trial period where they got to know the other people living in the home and staff. This process gives people a further opportunity to make sure that Plessington Court is the right place for them to move into. Care Homes for Older People Page 13 of 28 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who live in Plessington Court have their personal and health needs met by staff who respect their privacy and dignity so ensuring they receive care and support in a way that meets their expectations and wishes. Evidence: During our visit we looked at the plans of care of three people who live at Plessington Court, to see what support they received. These contained a wide range of information with details of how the people preferred to be supported with personal care, information about their healthcare needs and letters from hospitals about forthcoming appointments. Staff use a computer for keeping and updating care plans; the computer is kept on the ground floor of the home, and is easily accessible for them. All information is protected by passwords so that it is kept confidential. The staff use a linked hand held device to update the information on each care plan on the system. This can be used from anywhere in the home, so changes can be made quickly to make sure that the care plans are kept up to date with accurate information on how peoples needs should be met. Care Homes for Older People Page 14 of 28 Evidence: We also spoke with people who live in the home, relatives, care staff, the deputy manager and the manager. We saw the people who live in the home receiving care support from staff with things such as moving about the home, eating their mid day meal and and receiving help with their personal appearance such as hairdressing. We saw care staff sit and talk with the people who live in the home. We also saw family members visiting the home to take their relative out for a medical appointment. Another relative was seen helping their relative go for a walk around the home. One person who lives at Plessington Court told us they could not get looked after better. They said staff seem to know immediately if something is wrong and that they will do whatever is necessary to sort out any problems. The person also told us that staff encourage you to do as much for yourselves as you can but are there to offer support and help where necessary. They said if people are not in the lounge/dining room for meals or drinks staff will check that you are OK and bring the food and drink to you. This person told us they receive regular visits from doctors, nurses and other healthcare professionals and that they are able to go out to the doctors if they want, although they need help from staff or from their family. During our visit, we saw staff arranging for people to visit the dentist and were also seen phoning the families of two of the people who live in the home to keep them informed of the outcome of visits to the doctors. Family members we spoke with during our visit said they have no concerns whatsoever about the care their relatives receive. They said they are regular visitors to the home and the people who live there are always treated with respect by the staff. During our visit we saw staff helping people who live at Plessington Court in a sensitive and caring manner. They were very discreet and respectful when offering help with personal care and did not rush the people when supporting them. During our visit, we saw medication being given out, the medication management records and a copy of the medication training received by senior staff. A senior member of staff was giving out the medicines and making sure that people had taken them before signing the records. This helps to make sure that the medicines are being managed properly and that people have received their medicines as prescribed. There were policies and procedures for the home which provided guidance to staff on how to make sure medicines were given safely and no mistakes were made. We saw a copy of the training course that staff from the home receive to help make sure they know how to handle medicines safely and do not make mistakes when giving them out. Care Homes for Older People Page 15 of 28 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People living in the home are offered choices about the kind of lifestyle they want and receive the level of support needed to make sure they are able to live their chosen lifestyle. Evidence: During our visit, we spoke with people who live in the home and they told us that they are able to choose how they live their daily lives. They said the can go to bed when they wish, get up when they wish and spend their leisure doing as little or as much as they please. Due to the communication abilities and care needs of many of the people who live in the home they are not always able to tell staff what they want or how they feel. However, in the plans of care we saw, we could see that the persons family had been consulted to make sure all the persons care needs were identified. We could also see that regular reviews, meetings and discussuions are held to ensure care plans are up to date and reflect the persons current care needs. The family members we spoke with during our visit told us they are able to visit the home at any time, that they are made to feel very welcome by the staff and that the staff are very good at keeping them informed of incidents involving their relatives. Care Homes for Older People Page 16 of 28 Evidence: The activities co-ordinator told us activities are organised for individuals and for groups of people. These can be in the home or in the local community. Individual activities can include talking with the person, reading or going for a walk in the grounds of the home. Family members told us they are invited to join and help out where possible with events such as parties and outings. The mealtime we saw duirng our visit was relaxed, unrushed and staff were seen helping people with their meals. One person who lives at Plessington Court told us, the food here is excellent and that they are offered at least two choices at mealtimes. A family member told us their relative has specific dietary requirements and that staff make every effort to ensure these are met. The home has developed an Activities of daily living planner and the records we looked at during our visit included these documents. They showed how the people wished to live their daily lives and the level of support they required from staff to enable them to do this. Care Homes for Older People Page 17 of 28 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There are procedures in place so the people who live in the home and their relatives are able to raise any complaints or concerns knowing they will be listened to and that they will be safeguarded from abuse or harm.. Evidence: We saw a copy of the complaints policy and procedure during our visit to the home. The two complaints recorded since our last inspection there had been dealt with satisfactorily at the home. We spoke with people who live in the home, relatives who were visiting the home during the inspection and staff. Although the communication capabilities of the people living in the home may be restricted because of their care needs, a number were able to confirm that they knew they could speak with staff if they had any complaints or concerns. The family members we spoke with told us they were given a copy of the complaints procedure and knew how to raise issues of concern. They also said they were more than confident their concerns were listened to and acted upon. Although they have not had to use the complaints procedure they said have asked questions about issues relating to the care their relatives were receiving. They confirmed they were more then satisfied with the response from the home and the action taken by the staff to address their queries. The complaints procedure needs to be updated to show the current contact details for the commission. The manager told us that there had been no referrals from the home made under the Care Homes for Older People Page 18 of 28 Evidence: local safeguarding adults procedure. However, she said that the advice had been sought from social services and healthcare professionals about an issue relating to people who live in the home. Meetings had also been held involving family members of the people concerned. The manager confirmed that the family members concerned and social services were satisfied with the action taken by the home. The staff training records we saw showed that all staff have received or will be receiving training about safeguarding adults from abuse. This will help to make sure that they have up to date information about what they need to do to protect the people who live at Plessington Court from poor practice or abuse. Care Homes for Older People Page 19 of 28 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is well maintained, with suitable equipment provided so that the people who live there live in clean, comfortable, safe surroundings that are suitable for their needs. Evidence: During our visit, we walked round the home and saw the communal lounge, dining room, bedrooms on the ground and first floors and a bathroom, located on the second floor, with lifting aids for people who have mobility problems. These areas were clean,tidy, free from bad odours, well maintained and free from any health and safety issues. All the seventeen single bedrooms and the one shared bedroom contain ensuite toilet and shower facilities. People who live in the home are able to furnish and decorate their bedroom with personal items to make them feel more homely. On the day of our visit, the communal lounge was been used for activities in the morning and a birthday party for one of the people who live in the home during the afternoon. The people we spoke with during our visit to the home told us the home is always kept very clean and tidy. They said staff work very hard and that your bed will nearly always be made and your room tidied when you come back from breakfast. Relatives we spoke with said the home is kept extremely clean and that any maintenance work is carried out very promptly. During our visit, we saw one of the staff making Care Homes for Older People Page 20 of 28 Evidence: arrangements to have one of the bedroom carpets cleaned. Care Homes for Older People Page 21 of 28 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The people who live at Plessington Court are supported by staff they like and who are well trained so ensuring their needs are met and they are safe from possible harm and bad practice Evidence: We looked at the staffing rota during our visit. It showed that there are normally one senior staff and three care assistants on duty between 8am and 2pm, one senior staff and two care assistants on duty between 2pm and 8pm and two waking night staff on duty between 8pm and 8am every day. There are also other support staff including the cook, kitchen and domestic staff. The activity co-ordinator is usually in the home Monday to Friday mornings. We were given a record that showed staff qualifications and the training they had received. This showed that nine staff have achieved a National Vocational Qualification Level 2 or 3 and that four are currently working towards this award. These are nationally recognised qualifications for staff working in the social care and achievement shows that the person is competent to provide good quality care for people. Other training that staff had done included fire safety, safeguarding adults, food hygiene and caring for people with dementia. Care Homes for Older People Page 22 of 28 Evidence: We looked at staff recruitment records to check that all the necessary information had been obtained before the member of staff started working at the home. The records showed that references and criminal records bureau checks had been carried out, there was confirmation of the staff members identity and an induction checklist. These checks help to make sure that the staff member is suitable to work with the people who live at the home. People living in the home told us the staff were kind and caring and helped them with the things they now found difficult. Staff were seen supporting the people with personal care, talking with them and walking with them around the home and grounds. It was evident they were knew each persons care needs and preferences by the manner in which they supported them. Relatives we spoke with told us the staff were always happy and cheerful and were respectful to the people who live in the home. Care Homes for Older People Page 23 of 28 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. The home is being well run with a high level of consultation with the people who live there to make sure it is run in their best interests. Evidence: Since our last inspection of Plessington House in May 2007, the owner has taken on the role of manager. She has many years experience of caring for people with dementia and other related care needs. She has achieved the following qualifications: Registered Managers Award, Registered General Nurse, Registered Mental Nurse, BSC in Professional Practice, moving and handling assessor, qualified chef 706/1 and 706/2, food hygiene qualification and she is currently in the process of completing a health and safety qualification. She has also attended training on areas such as safeguarding adults and other areas to up-date her knowledge and skills in managing a care home. The deputy manager has completed an NVQ Level 3 and has achieved the Registered Managers Award. She is waiting to commence her NVQ Level 4. These achievements and commitment to keeping their knowledge and skills up to date to Care Homes for Older People Page 24 of 28 Evidence: make sure that the people living at the home receive good care show us that the manager and deputy manager are able to provide good role models and clear direction for the staff. The home has a quality monitoring system in place where the views of the people living in the home, their relatives and stakeholders including healthcare professionals and general practitioners are sought. We saw copies of returned questionnaires where people had been asked for their views on the catering, personal care, support, daily living, premises and management. All the questionnaires we saw identified that people thought the service was very good or good. This showed us that the people who live at Plessington Court and their families are satisfied with the standard of care they receive and have an opportunity to express their views about it. Comprehensive policies and procedures been developed and are available to staff so they have clear guidance to refer to when they need it. We saw information about staff training, including a training needs analysis, that showed us staff training needs are kept under review. This helps to make sure that their training is up to date. Staff we spoke with told us they receive regular one to one supervision from the deputy manager every six weeks. This helps to make sure that they receive the support and guidance they need to continue to provide good quality care for the people living at Plessington Court. People who live at the home and their relatives that we spoke with confirmed that they are able to discuss any worries, concerns or complaints they may have with senior staff and were confident their concerns would be listened to and acted upon. The manager told us that staff from the home do not get involved in residents finances. Relatives and family members are expected to manage the finances. We looked at a sample of health and safety records including the records of inspections carried out on the fire alarm system, passenger lift and hoists. These were satisfactory and showed us that these systems are checked regularly to make sure they are in good working order and safe. Care Homes for Older People Page 25 of 28 Are there any outstanding requirements from the last inspection? Yes R No £ 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 1 9 13(2) Arrangements must be in 10/08/2007 place to record medicines in particular: records of the receipt of medicines including the amount received, the date and the initials of the person receiving them; records of administration to include the date, dose given and initials of the person giving them; records of return for safe disposal to include the date the medicines leave the premises. Care Homes for Older People Page 26 of 28 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 27 of 28 Helpline: Telephone: 03000 616161 or Textphone: or Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) 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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