Care Home: Polars

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What the care home does well The home provides a friendly and welcoming environment and those residents spoken to were very happy at the home. Comments received from service users included; `its very nice here`; `they look after me well`; `I can not fault the staff`; `I have everything I need` and `the staff are wonderful`. Relatives spoken with said that they were always made welcome and that they were very happy with the care that their relatives received at the home. Residents are given choice in their day to day lives as much as possible with appropriate support provided by staff at the home. There is an effective care planning system in place and care plans are reviewed monthly and individual service users are supported to be involved as much as possible in this process. The home has a varied activities programme and residents are able to go out into the community with regular mini bus trips. Staff are encouraged and supported to obtain recognised qualifications and the home has a thorough induction and training programme for staff. The staff were observed to be interacting well with the residents and were noted to be good humoured and sensitive to their needs. What has improved since the last inspection? Since the last inspection the homes care planning system has been improved and this provides staff with all the information they need to enable them to provide the support residents want in the way they prefer. New training aids have been employed to enable staff to provide the care and support that residents require. Activities and trips out into the community have improved and an activities coordinator works at the home 5 days per week. Improvements have been made to the environment, which has proved to be beneficial for residents. Also some of the rooms have been re-decorated. What the care home could do better: There were no requirements or recommendations made as a result of this inspection and no areas for improvement were identified on this occasion. Key inspection report Care homes for older people Name: Address: Polars Staplers Road Newport Isle Of Wight PO30 2DE     The quality rating for this care home is:   three star excellent service A quality rating is our assessment of how well a care home is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this full review a ‘key’ inspection. Lead inspector: Mick Gough     Date: 0 7 0 4 2 0 1 0 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Older People Page 2 of 28 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 28 Information about the care home Name of care home: Address: Polars Staplers Road Newport Isle Of Wight PO30 2DE 01983522523 01983522546 sarah.woodford@islecare.org Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Islecare Ltd care home 37 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category physical disability Additional conditions: The maximum number of service users to be accommodated is 37. The registered person may provide the following category/ies of service only: Care home only - (PC) to service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Dementia (DE) Old age, not falling within any other category (OP) Physical disability (PD). The maximum number of service users to be accommodated is . Date of last inspection Brief description of the care home Polars is a large detached two-storey property located in Staplers Road, Newport. Residents are accommodated in single rooms on both floors with access to the first floor via two passenger lifts. Shared accommodation, if specifically required, could be made available in the larger bedrooms. A number of rooms have en-suite facilities. 37 0 37 Over 65 0 37 0 Care Homes for Older People Page 4 of 28 Brief description of the care home The home stands in its own extensive grounds, which are available for use by service users. There is a car park to the front of the property, from which there is level access into the home. There is a frequent bus service to Newport or Ryde with a stop located outside the home. Polars is registered to provide personal care and accommodation for up to 37 older people, with some capacity for people with dementia and for those with physical disabilities. The home also provides a day care service for older people living in the surrounding area and has a dedicated member of the care staff to support these service users. 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 purpose of the visit was to assess the quality of service provided by Polars since the last inspection of the service, which was carried out in September 2007, we also conducted Annual Service Reviews (ASRs) in August 2008 and in February 2010. We also took into account the homes Annual Quality Assurance Assessment (AQAA), which was sent to us when we asked for it. The AQAA is a self assessment tool that focuses on how well outcomes are being met for people using the service. It also gave us some numerical information about the service. As part of the inspection process an unannounced visit to the home was carried out on the 7 April 2010. For this visit we involved 11 service users and 4 members of staff. Also the manager of the service, and her deputy assisted us during the visit. Other evidence for this report was obtained from reading and inspecting records Care Homes for Older People Page 6 of 28 including plans of care, risk assessments, staff rotas, medication procedures, recruitment and training records, incident forms and some of the homes policies and procedures. We were also able to observe staff supporting service users in the home and we were able to see the interaction between staff and users of the service. The home is registered to provide accommodation and support for up to 37 residents and at the time of the inspection there were 35 people living at the home. Care Homes for Older People Page 7 of 28 What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. Care Homes for Older People Page 8 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 9 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 10 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. No one moves into the home without having their needs assessed. The home does not provide intermediate care. Evidence: The home carries out an individual needs assessment prior to residents moving into the home and there is a clear admission process. Assessments were on file at the home and were looked at for 3 users of the service who had recently moved into the home. Assessments were made using a needs assessment form and residents were visited by the homes manager or her deputy before they moved into the home. Assessments seen included information on; mobility, personal hygiene, dressing, bathing, sight, hearing, continence, behaviour, pressure areas, nutrition, communication oral care and any particular needs. Care management assessments were also on file where appropriate. The manager told us that she would carry out Care Homes for Older People Page 11 of 28 Evidence: assessments when potential new service users visit the home to look around. Alternatively arrangements can be made to visit people in their own homes or in hospital prior to moving in. We were told that the initial assessment forms the basis of the residents plan of care. The completed AQAA told us that a thorough assessment takes place and that the prospective resident, their family, friends and social worker are all involved in the assessment process. Intermediate care is not provided at the home Care Homes for Older People Page 12 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. Residents health, personal and social care needs are set out in a plan of care and staff have the information they need to provide the support that residents need and in the way they prefer. Risk assessments provide clear information for staff on how identified risks can be minimised. The home has a satisfactory system for storing and administering medication. The health care needs of service users are met and service users at the home are treated with dignity and respect at all times. Evidence: Care plans were inspected for 3 residents. The home has a computerised care planning system and there were computer stations situated around the home where staff could access and input information on to care plans. We found that care plans were comprehensive documents. There was a front page which gave general details including information on personal history, contacts and diagnosis. There were a number of other sections that were available to staff and these were easy to follow. Staff told us that at first they were a little unsure of how the care planning system Care Homes for Older People Page 13 of 28 Evidence: would work, but now that they were using it, all staff spoken with said it was much better than any other system they had used in the past. The plans of care had details of the care needs, care goals and an action plan as to how the care should be delivered. There was information in care plans on; abilities, personal care, night care, personal well being, social activities, routines, eating and drinking, continence, communication, pressure care, medication, mobility and falls. Care plans were easy to follow and gave staff clear guidance on how care should be delivered. Daily recording takes place to provide details of care delivery and the computerised system enabled staff to record information clearly. Care plans were reviewed monthly, and detailed how the plan has been working for the individual. Care plans contained manual handling assessments and this provided good information for staff on what support was needed to mobilise around the home. Risk assessments were kept separately in a risk assessment file and were in place for any identified risk and they provided staff with information on the identified risk, who was at risk and also gave staff information on how any risk could be minimised. The computerised care planning system highlighted areas of risk and directed staff to where the individual risk assessment could be found. Residents at the home are registered with 3 different GP surgeries and service users may keep their own GP if possible. Community nurse services are provided by each surgery and they call into the home on a regular basis. The manager told us that she has an excellent relationship with all the health care professionals who visit. Dentists are arranged through a local domiciliary dentist who calls at the home and a visiting optician service also calls. The manager told us that some residents have their own dentist and optician and the home supports them to attend appointments when required. The home also has a continence adviser who is available and a visiting chiropodist who calls on a regular basis. Residents spoken with said that they were well treated at the home and we spoke to a number of residents who were all very positive about the care they received, comments included The staff are wonderful, I couldnt ask for better and I am well looked after. All of the residents spoken with told us that they were well cared for and their health care needs were met. The completed AQAA told us that residents health care needs were met and that individuals plans of care ensured that residents were well looked after and we were able to confirm this on the day of our visit. Care Homes for Older People Page 14 of 28 Evidence: Medication procedures at the home were looked at and there is a clear policy and procedure for medication receipt, storage, administration and disposal and all staff who are authorised to administer medication receive appropriate training. The senior Staff member on duty administers medication and there is a thorough handover of medication when the senior staff member comes on duty and this includes an audit of all controlled drugs held at the home. The home uses a monitored dose system provided by a local pharmacist and medication administration records were checked and these were in order with no gaps. Controlled drugs were stored appropriately and there was a controlled drugs book, which kept accurate records of medication administered and also contained 2 signatures. Staff were observed interacting with residents appropriately and they were seen to treat them with dignity and respect. Staff were heard to use residents preferred form of address when talking to them and staff were seen to knock on residents doors before entering. It was clear from observing staff supporting residents that they got on well together. We observed 2 staff members hoisting a service user and they were talking to the service user at all times and explaining exactly what they were doing so the service user understood what was going on. There was a very pleasant atmosphere in the home and all of the residents and staff spoken with were very positive about the home. Residents told us that the staff were very good and that there was always someone around, they told us that staff spent time to sit and chat and that if they wanted anything all they had to do was ask. 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home provides a range of activities for residents, which meet their expectations and the religious and recreational interests of residents at the home are provided for. Residents are able to maintain contact with family and friends and visitors are welcome at any time. Residents are supported to exercise choice and control over their lives as much as possible and they are provided with a balanced diet in pleasant surroundings at time convenient to them. Evidence: The home has a dedicated activities co-ordinator who works at the home 5 days a week. There is a range of different activities available for residents and these include; board games, bingo, memory games, hairdressing, gentle exercise, videos, arts and crafts, computer games, art, and cake making. There are also visiting entertainers and a pat dog visits the home on a regular basis. There are mini bus trips out into the community on Wednesday and Thursday mornings and in the warmer months there are regular day trips. The home organises seasonal gatherings and the last gathering was an Easter tea party and some of the residents had made Easter bonnets and these were displayed in Care Homes for Older People Page 16 of 28 Evidence: the entrance hall of the home. Other seasonal gatherings have included Xmas party, Halloween party, Bonfire and Fireworks party, BBQ and Coffee mornings. One of the passageways in the home has been called memory lane and this has a number of old posters and old advertisements of different products, this provided stimulation for those residents who had some problems with their short term memory. Residents who we talked to told us that they were satisfied with the activities provided, some told us that they liked to watch others taking part and some preferred to spend time in their rooms, whilst at the home we saw that residents enjoyed talking to each other and staff were also seen to spend time with residents. The homes completed AQAA told us that residents enjoyed the activities provided and that the majority of residents take part. The home has a clear visitors policy and there are no set times, visitors sign in at the home and the visitors book is kept in the hallway. Residents told us that their visitors are always made welcome and the manager told us that visitors are welcome to stay and have a meal provided sufficient notice is given. We had the opportunity to speak with four visitors to the home who all told us that they were always made welcome and they were very happy with the care their relatives receive. Residents were observed to be free to choose where and how they spent their time and there were no restrictions imposed upon them. We observed staff supporting residents and they were able to make informed choices and are able to control their own lives as much as possible. Care plans gave details of residents preferred times of getting up and going to bed and residents confirmed that they are free to get up and go to bed when they want and that staff will support them in whatever they choose to do. A tour of the home showed us that a number of residents had bought some of their own possessions into the home and rooms had been personalised. The home operates a four week rolling menu and residents told us that they were very happy with the food provided by the home, they stated that the food was plentiful and good. Residents are offered a choice at meal times and staff inform residents what is on each day and this is also displayed in the home. The home has a dining room and residents can eat their meals in the dining room or elsewhere if they prefer. Breakfast was flexible and ran from 0800 until approximately 1030 residents had a choice of cereals, toast, fresh fruit or a cooked breakfast. The main meal of the day was at lunch time and lunch is at 1300. On the day of the visit lunch was chicken and leek pie or sausage and apple slice, both choices were served with fresh vegetables. The cook told us that if the choices available were not to Care Homes for Older People Page 17 of 28 Evidence: residents liking than an alternative would be provided. The evening meal is at 1700 and was a snack type meal such as egg on toast, soup or sandwiches. Supper is available at 1930 - 2000 for residents and this is another snack type meal such as cheese and biscuits or sandwiches. We were told that the kitchen is always open and staff can make residents a drink or snack at any time. We observed lunch being taken in the dining room and meals were unhurried and staff provided suitable support for residents if needed. At present no residents require their food to be pureed; however the cook told us that if this was required, items would be pureed separately to provide an appealing meal with different colours and textures Care Homes for Older People Page 18 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 is a simple, clear and accessible complaints procedure, which includes timescales for the process and any complaints are logged and responded to appropriately. The homes policies and procedures protect residents from any form of abuse. Evidence: The home has a clear complaints procedure, which contains all of the required information and there is a complaints log where any complaints made to the home are recorded. Also recorded are the actions taken to investigate any complaint and the outcome of the complaint is recorded. Residents told us that were confident about raising any concerns they may have. Staff members spoken to were aware of the complaints procedure and said that they would support anyone to make a complaint if they wished to do so. The homes completed AQAA told us that there had been 3 complaints made since the last inspection and the manager confirmed this when we visited. Staff receive training on adult protection and the home has a whistle blowing policy and also a copy of the Isle of Wight (IOW) Adult Protection procedure. Staff spoken to were aware of their responsibilities in this area and knew what to do should they suspect any form of abuse had taken place and the manager was fully aware of her responsibilities in this area. 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. Residents live in a safe and well-maintained environment and have access to comfortable indoor and outdoor facilities, they are provided with the specialist equipment they require and the home was clean, pleasant and hygienic and free from offensive odours. Evidence: During out visit we conducted a tour of the building and this included all communal areas of the home including bathrooms, toilets and lounges. The kitchen and some bedrooms were also seen. The home had 3 lounge areas and a dining room. There were 2 shower rooms and 3 bathrooms with assisted baths and there were toilets situated around the home. A passenger lift provided access to all floors. All areas of the home were found to be clean and tidy and furniture was in a good state of repair. Residents who we spoke with told us that they were very happy at the home and that the home was always warm and told us that they would not want to live anywhere else. Infection control procedures were observed to be followed and their were hand gel dispensers situated around the home. All bathrooms and WCs had hand washing facilities with soap and towels available. The laundry at the home contains two industrial washing machines and 2 tumble driers. There is a dedicated laundry Care Homes for Older People Page 20 of 28 Evidence: assistant who works 5 mornings per week and care staff at the home support the laundry assistant to carry out laundry tasks. We saw that suitable protective equipment is provided. The laundry area was separate to the main building and had suitable hand washing facilities available. The home was clean pleasant and hygienic throughout. 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Staffing numbers and the mix of staff currently meets the needs of residents. Staff morale was good and there was a good rapport between residents and staff. Residents are protected by the homes recruitment procedures and the home provides training for staff to enable staff to support people effectively. Evidence: The homes staff rota was examined and this showed that the home provides 5 members of staff plus 1 senior staff member on duty each morning. In the afternoons there are 4 staff on duty plus 1 senior staff member and at night there are 2 staff members awake throughout the night and 1 senior staff member who sleeps in and is on call. In addition the manager and her deputy are in the home 5 days a week. There are also 2 cooks, 2 domestic staff and a laundry assistant. Staffing numbers were discussed with the homes manager and we were told that at present she felt that staffing levels were sufficient. However she will continue to monitor staffing levels based on residents needs. Residents told us that there were always enough staff around to provide help and support and we observed that staff went about their tasks enthusiastically and were able to spend time with residents. Staff told us that the staffing levels were about right and that they all get on well together and help each other out. Care Homes for Older People Page 22 of 28 Evidence: The home employs a total of 23 care staff as well as 7 senior care staff plus the manager and her deputy. All senior care staff have completed or are undertaking NVQ3 and of the 23 care staff 20 have a minimum of NVQ2. This exceeds the national minimum standards and the home was commended for its commitment to supporting staff to obtain relevant qualifications. The home has policies and procedures in place with regard to recruitment and staff recruitment records were inspected for 3 staff members one of whom had recently started work at the home. All records seen contained the required information. The homes completed AQAA told us that the home has robust recruitment procedures and this was confirmed at our visit to the home. We discussed staff training with the manager and she stated that there is a clear induction procedure for new staff and all staff carry out mandatory training as part of their induction. The company has a training co ordinator who provides training as part of the induction and this includes manual handling, infection control, adult protection, food awareness and fire training. Staff files contained completed induction booklets which were based on skills for care guidelines. The home has signed up to a satellite training organisation who broadcast a training programme twice a month every month, this programme is broadcast in the morning and afternoon. A question and answer booklet accompanies each broadcast and this is completed by staff and is checked by the manager, results are then passed to the company who issue training certificates. Programmes on the satellite system include; hydration and nutrition, health and safety, COSHH, the ageing process, infection control, response to behaviour, depression, dementia, person centred planning, end of life care, care for older people with diabetes, adult protection and the mental capacity act. Staff spoken with told us that the training is very good and the manager told us that if there was any additional training required for any other specific issues then this could be provided by an outside training organisation. Residents told us that they felt that they were in safe hands and staff told us that the home provided them with the training they needed to carry out their roles effectively. 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There are suitable management arrangements in place and the home is operated in the best interests of residents. Quality assurance procedures are in place and service users financial interests are protected by the homes policies and procedures. The health, safety and welfare of residents and staff are promoted and protected by the arrangements in the home. Evidence: The manager at the home has been running the home for 4 years, she has the skills and experience needed to manage the home and all of the staff spoken with told us that she is very supportive and is always available if they need any guidance or support. Residents told us that she is always friendly and always has time to chat with them. The homes manager told us that satisfaction surveys are sent out to residents and relatives, Copies of surveys and comments are available in a book in the entrance to the home and there are also questionnaires available for any visitors to complete. Care Homes for Older People Page 24 of 28 Evidence: Regulation 26 visits are conducted monthly and copies of reports were held at the home. There are service user meetings held each month and minutes of these meetings are displayed on the notice board in the home. Regular staff meetings also take place. The manager also carries out an annual quality audit of how the home is meeting the National Minimum Standards. Financial arrangements in the home are satisfactory, the majority or residents have family who deal with their financial arrangements, however some residents manage their own financial affairs. The home holds personal spending money for some residents and there are good records of all transactions and these provide a clear audit trail. We checked the balances for 2 service users and these were correct and up to date. Health and Safety policies are in place and available to all staff members and staff have undertaken training in health and safety. The homes completed AQAA told us that regular testing of equipment takes place and we saw records that the fire equipment was last tested in December 2009, the passenger lift was tested in March 2010, the fixed electrical wiring needs to be inspected again in July 2010. The fire log was inspected and all relevant training and testing is carried out within the specified timescales. All residents and staff spoken to were happy with the health and safety arrangements in the home. Care Homes for Older People Page 25 of 28 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 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 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) Care Quality Commission (CQC). 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