Care Home: Priory Park Nursing Home

Similar services:

• Chirnside House
• Keer Sands Residential Home
• Ruskin Lodge
• Bushell House
• Langrigg House
• Parkside
• Dystlegh Grange
• Thornton Lodge

What the care home does well The needs of people were thoroughly assessed before they moved into the home, to ensure that the staff team could provide the care and support required. These assessed needs were recorded on to the plans of care in detail, so that staff were fully aware of how people`s needs were to be appropriately met. The plans of care were being followed in day-to-day practice so that people`s health, personal and social care needs were being met. Those living at the home were treated with respect, their privacy and dignity being maintained at all times. Good nutritional, pressure and incontinence care was provided, which involved a range of external professionals, ensuring that people living at the home received appropriate health care. The daily routines within the home were flexible and people living there were offered a variety of choices throughout the day. Visitors were made very welcome to the home and residents were able to access an independent person to act on their behalf, if they so wished. Activities were provided in accordance with the needs of people living at Priory Park and religious needs were appropriately met. The management of meal times was good. The menu provided a choice of nutritious food and people were allowed to eat at their own pace, so that the dining experience was enjoyable for them. Special diets were provided, as was required, and the meals served looked appetizing to aid in nutrition. Complaints were well managed and people living at the home were adequately safeguarded from abusive situations. The recruitment procedures were robust so that people living at the home were protected and staff were provided with a wide range of training to ensure that they were able to look after the people in their care. The environment was warm, comfortable and homely, providing pleasant surroundings for people to live in. The control of infection was good, so that those living at the home were protected from infectious diseases. The home was well managed and a transparent and open approach was evident so that people felt comfortable to approach the management team to discuss any issues they may have. What has improved since the last inspection? The manager and her staff team had made significant improvements since the last inspection. The lay out of the dementia care unit had been completely redesigned in order to provide a stimulating and exciting environment for those living there. Bedroom doors had been painted in different vibrant colours with brass accessories, so that they resembled house front doors. A range of wall mounted interactive magnetic games and activities were available. The unit was well sign posted with street signs to help people find their way around the unit. Communal toilets and bathrooms were recognized by the yellow painted doors and pictographs. Each corridor had been `themed` and the home had approached various outside organizations for donations of photographs, memorabilia and pictures, such as the national football association, NASA and Preston Guild, which is commendable.The catering facilities had improved since the last inspection. Some new equipment had been provided and the kitchen was found to be of a good standard of cleanliness so that people`s hygiene needs were being met. The plans of care were better than when we last visited the home because those examined contained information about the social care needs of people and how they were to be supported to maintain their leisure interests whilst living at the home. The risk management framework had improved also as the strategies recorded were being followed in day-to-day practice to ensure that any identified risks were minimized. The home had achieved 55% of care staff successfully completing a National Vocational Qualification, so that a good ratio of care staff were adequately trained to ensure that people living at the home were looked after properly. What the care home could do better: The views of stakeholders in the community could now be sought as to how the goals for the people living at the home are met and feedback could be obtained from staff as to what it is like working at the home. The management of odour control could be better. The manager of the home had tried to neutralize the unpleasant smell on the second floor, without much success. An air conditioning unit had been installed in an attempt to provide some fresh air, but this was not totally successful. The corridor carpets on the second floor could do with being replaced in order to provide a long term pleasant smelling environment for the people living there. Inspecting for better lives Key inspection report Care homes for older people Name: Address: Priory Park Nursing Home Priory Crescent Penwortham Preston Lancashire PR1 0AL     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: Vivienne Morris     Date: 1 3 1 1 2 0 0 8 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 31 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 31 Information about the care home Name of care home: Address: Priory Park Nursing Home Priory Crescent Penwortham Preston Lancashire PR1 0AL 01772742248 Telephone number: Fax number: Email address: Provider web address: priorypark@schealthcare.co.uk Name of registered provider(s): Name of registered manager (if applicable) Mrs Christine Mary Mellor Type of registration: Number of places registered: Southern Cross Care Homes Limited care home 45 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category Additional conditions: Date of last inspection Brief description of the care home Priory Park is a three story, purpose built home, which is registered to care for people with a variety of differing needs. The home is located in a quiet residential area of Penwortham, close to local shops, Churches and public transport and is a short car journey into the centre of Preston. Although some shared rooms are available, these are used for single occupancy. En-suite facilities are not provided at Priory Park. However, toilets and bathrooms are located at convenient intervals throughout the building. All areas of the home are easily accessible by the use of a passenger lift and ramps to the outside of the building. A variety of communal areas are available at the home and separate dining rooms are provided. Those cared for on the Dementia Care Care Homes for Older People Page 4 of 31 Over 65 0 34 30 0 Brief description of the care home floor, have safe, easy access around the unit and into the garden area. The service users guide, which contains relevant information about the service, including the most recent inspection report, is given to people who are thinking about living at the home, so that they are able to make an informed choice about where to live. The scale of charges as at 13th November 2008 ranged from 329 pounds to 541 pounds. Additional charges were being incurred for hairdressing, newspapers/magazines and private chiropody. Care Homes for Older People Page 5 of 31 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: three star excellent service Choice of home 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 quality rating for this service is 3 star. This means that the people who use this service experience excellent quality outcomes. The site visit to Priory Park Nursing Home formed part of the inspection process and was conducted over one day in November 2008. It was unannounced, which means that the managers, staff and people living at the home did not know it was going to take place. During the course of the site visit, discussions took place with those living at the home, as well as relatives and staff. Relevant records and documents were examined and a tour of the premises took place, when a random selection of private accommodation Care Homes for Older People Page 6 of 31 was viewed and all communal areas were seen. Comment cards were received from six people who were living at the home and two staff members and their feedback is reflected throughout this report. Every year the provider completes a self-assessment (AQAA), which gives information to the Commission about how the home is meeting outcomes for the people using the service and how the quality of service provided is monitored. We also ask for some numerical information to be given to us on this form. We observed the activity within the home and tracked the care of three people during the site visit, not to the exclusion of other residents. The total key inspection process focused on the outcomes for people living at the home and involved gathering information about the service from a variety of different sources over a period of time. The site visit involved spending a significant period of time sitting in Conniston Bistro, observing care being given to a small group of people living at the home. The time spent observing what life was like at Priory Park found staff to be patient, spending quality time talking with residents and taking time to ask people questions in relation to their preferred routines rather than making decisions on behalf of the people living at the home. What the care home does well: What has improved since the last inspection? The manager and her staff team had made significant improvements since the last inspection. The lay out of the dementia care unit had been completely redesigned in order to provide a stimulating and exciting environment for those living there. Bedroom doors had been painted in different vibrant colours with brass accessories, so that they resembled house front doors. A range of wall mounted interactive magnetic games and activities were available. The unit was well sign posted with street signs to help people find their way around the unit. Communal toilets and bathrooms were recognized by the yellow painted doors and pictographs. Each corridor had been themed and the home had approached various outside organizations for donations of photographs, memorabilia and pictures, such as the national football association, NASA and Preston Guild, which is commendable. Care Homes for Older People Page 8 of 31 The catering facilities had improved since the last inspection. Some new equipment had been provided and the kitchen was found to be of a good standard of cleanliness so that peoples hygiene needs were being met. The plans of care were better than when we last visited the home because those examined contained information about the social care needs of people and how they were to be supported to maintain their leisure interests whilst living at the home. The risk management framework had improved also as the strategies recorded were being followed in day-to-day practice to ensure that any identified risks were minimized. The home had achieved 55 of care staff successfully completing a National Vocational Qualification, so that a good ratio of care staff were adequately trained to ensure that people living at the home were looked after properly. 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 31 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 31 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them 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. Peoples needs are thoroughly assessed before they are admitted to the home to ensure that the staff team can deliver the appropriate care. Evidence: The service users guide tells people that the manager of the home assesses the needs of those wishing to move in to Priory Park to ensure that the staff team would be confident to provide appropriate care for them. There was a wide range of information displayed in the reception area of the home so that any interested parties could access whatever details they required. An equality and diversity statement was also prominently displayed, showing that everyone living at, working at or visiting the home were treated equally by being given the same opportunities and that any diverse needs would be met by the home. Care Homes for Older People Page 11 of 31 Evidence: We received comment cards from six people who use the service and all six said that they received enough information about Priory Park before they moved in so that they could decide if it was the right place for them to live. One said my relative researched details about several homes and after meeting the manager here and discussing my needs she thought that this was a perfect place for me. She considered this home to be well run. The care of three people living at Priory Park was tracked during the course of this site visit to the service. Care records showed that the home had conducted very detailed assessments of peoples personal, health and social care needs before they moved in to the home. An initial care plan was generated from the information gathered before admission to the home so that staff were aware of peoples assessed needs and how these needs were to be met. A lot of detailed information had been gathered about the needs of people from a wide range of sources before they moved in to the home. This provided a clear picture for staff about the people they were looking after so that they could administer appropriate care. Where possible we spoke with the people whose care we tracked and other people living at the home. Those we spoke to confirmed that someone from the home visited them before they were admitted so that they could explain what care they would need when they moved in to Priory Park. One person said that they visited the home too and that the manager spent a lot of time explaining things to them. When asked what the service does well, the registered manager told us that all relevant information for people is displayed in the reception area of the home and she gave some good examples of what was available for interested parties to read and how the home passed on important information to people. She also wrote on the homes self-assessment, the manager undertakes a thorough assessment of each service user prior to admission and a pre-admission care plan is produced to ensure that the home can meet peoples needs. Clients and relatives are encouraged to be involved in the care planning process and service users and relatives can visit the home to spend time meeting the staff and choose a room. Service users are encouraged to have a meal at the home prior to admission and to meet some of the other clients. Care Homes for Older People Page 12 of 31 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. Peoples health and personal care needs were fully met, their privacy and dignity being respected at all times and the management of medications was good. Evidence: Care plans seen were extremely well written and very detailed person centred documents and included peoples health, personal and social care needs well. The plans of care provided staff with a good picture of peoples needs and clear guidance as to how these needs were to be met. The care plans had been reviewed each month or more regularly if required and any changes in needs were reflected well. The person living at the home or their relative were invited to be involved in the care planning process and multi-disciplinary team meetings were held at regular intervals so that all those concerned could have some input in to the planning of care. The care records showed that a wide range of external professionals were involved in the care of people living at Priory Park to ensure that their health care needs were being consistently met. Extremely good care was planned to meet nutritional needs Care Homes for Older People Page 13 of 31 Evidence: and for the prevention of pressure wounds. Social care needs were recorded well in the care plans seen, showing that the leisure interests of people living at the home were taken into consideration. Those spoken to felt that their needs were being fully met and the plans of care examined were being followed in day - to - day practice and in accordance with the policies and procedures of the home. A wide range of assesssments were in place so that strategies could be implemented to reduce any potential risks in order to promote the safety of those living at the home. Staff had received a variety of training courses in relation to the specific needs of people in their care, such as, sensory deprivation awareness and dementia care. These certificates of training were displayed in the reception area of the home and were retained in staff personnel files. Staff spoken to were able to discuss the care of individuals well and knew what they had to do to meet peoples assessed needs. Comment cards were received from two members of staff. One of these people felt that they always have the right support, experience and knowledge to meet the differing needs of people who use the service. The other member of staff indicated that they usually have this support, experience and knowledge. This person wrote on the comment card, I believe that some training in dealing with challenging behaviour is going to commence once the mandatory training is complete. I believe that this will be hugely beneficial for staff. When asked what they do well the registered manager wrote on the self-assessment, on admission and over the following days a full plan of care is developed and this forms the basis for all care given and these plans are evaluated at least once per month. The home has a good relationshp with all outside agencies and we work closely with the tissue viability nurse, dieticians and physiotherapists. All staff who administer medication undertake training and medication is administered in accordance with company policies and relevant guidelines. Thorough systems are in place for auditing medications. All clients have a named nurse and key worker and all staff receive training in respect of privacy, dignity and choice. Staff are very empathetic towards residents who are dying and their families. We liaise closely with General Practitioners to ensure that clients are kept comfortable and sometimes work with staff from the local hospice for specialist advice. All six people who use the service and who submitted comment cards said that they always or usually receive the care and support that they need, including medical care. Care Homes for Older People Page 14 of 31 Evidence: One of these people wrote, the staff are all very caring. When asked if staff listened to them and acted on what they said, four of the people who sent in comment cards said that they did and two people did not answer the question. One relative wrote on the comment card, I am very happy with the care my relative receives at Priory Park. I have no concerns or worries about his care or well being and another stated, since my relative arrived at Priory Park he has settled in very well and is happy and content. The National Vocational Qualification assessor was on site at the time of our visit and she completed a comment card for us. She wrote, privacy and dignity is maintained at all times at Priory Park e.g. knocking on clients doors, closing curtaints etc. and when asked what the service does well she wrote, the service provides the best care for clients, without discrimination and it offers choice and well being. The service users guide tells people that privacy and dignity will be maintained whilst living at Priory Park and care plans seen supported this information. We observed staff attending to the needs of people in a respectful and dignified manner and those we spoke to told us that their privacy and dignity was consistently maintained. Staff records showed that they were instructed how to treat people in their care during their induction period, so that they were aware of the importance of maintaining privacy and dignity for the people living at the home. Although there had been three medication problems reported to us in September 2008, on assessment of the medication standard it was evident that the manager of the home had approriately addressed the issues and that medications were now being managed well. When asked what the service does well, one member of staff wrote on the comment card, the home has a warm and friendly atmosphere and the standard of care is high. The manager is totally dedicated to ensuring that the home runs well and that the standards are maintained. All six people who use the service and who submitted comment cards said that they always or usually receive the care and support that they need, including medical care. One of these people wrote, the staff are all very caring. When asked if staff listened to them and acted on what they said, four of the people who sent in comment cards said that they did and two people did not answer the question. Care Homes for Older People Page 15 of 31 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. The daily routines of the home are flexible and people are encouraged to maintain their leisure interests and activities whilst living there. The management of meals is good and visitors are made welcome to the home. Evidence: It was quite clear that the manager of the home and her team had worked hard to improve the standard of daily life and social activities for people living at the home. Since our last site visit to this service an activities co-ordinator had been employed, who had brought with her an extensive range of good ideas to improve the social aspect of the home. Some ideas had already been implemented and were working well. Other ideas are to be introduced in the near future. Those living at the home, their relatives and staff all provided positive comments about the massive progression in this area of the home. We spoke with the activities co-ordinator who showed us things that she had done and talked about plans for the future. She was positive, enthusiastic and committed to the work she was doing and should be commended for the amount of effort that she has put in to improve the daily life and social activities for those living at the home. Care Homes for Older People Page 16 of 31 Evidence: The reception area of the home provided a lot of information about activities in a colourful and eye-catching format for any interested parties. This magnificent display included photographs from events, notices of forthcoming entertainment and the Priory Diary, which is produced at regular intervals telling its readers about up to date information in which they may be interested. The Priory Diary is circulated to residents and their families so that they can keep abreast of any relevant issues. One staff member wrote on the comment card, recreational activities are available to residents and have improved dramatically with the appointment of the new activities co-ordinator. When asked if there were suitable activities provided by the home, one person living there wrote on the comment card, they (the staff) try very hard to arrange activities and I join in when I want to. Obviously, sometimes I prefer not to take part because I dont feel like it, which is my decision and not their fault. Those who submiited comment cards indicated that there were usually activities that they could join in if they wished to do so. The dementia care unit on the second floor was inspiring. A lot of research and hard work had gone in to making this unit fit for the purpose of accommodating those with a dementia related illness. Peoples bedroom doors had been designed to resemble house front doors with brass accessories and painted in different vibrant colours to help with orientation of place and belonging. Communal bathroom and toilet doors were painted in the same vibrant colour so that people living on this unit could easily recognise these areas of the home. Each corridor had been given a street name and a theme so that people living at the home felt a sense of belonging. The home had gained the support of some external organisations, such as the National Football Museum, NASA and Preston Guild, who had donated a variety of items, such as photographs and signed items to help to theme the various corridors. The Preston Guild corridor will be of interest to local people with enlarged, framed photographs of the Guild going back to 1952. Street signs were displayed around the unit and interactive magnetic games were mounted on the walls at intervals for people to play with. A bank of interactive dummy plugs and switches were mounted on the wall at one point so that people could operate these if they wished to do so. The activities co-ordinator had painted large murals of musical instruments on some corridor walls and intends to eventually suspend some instruments so that those living on this unit will be able to use them. Other plans for the future include a sensory room and an interactive newsagents. One resident said, the lady who does the activities is wonderful. She has so much going on. Care Homes for Older People Page 17 of 31 Evidence: The daily routines of the home were seen to be flexible and people living there were offered a variety of choices throughout the day, so that they had some control over their lives and were allowed to excercise choice. One resident told us that the priest visited him every week and that religious services are held for anyone who wishes to attend. The religious needs of those living at the home were incorporated into their plan of care so that staff would know how to meet individual spiritual needs. One person was seen reading the newspaper and another was seen knitting during our visit. Staff were observed chatting with the people living at the home in small goups or on an individual basis. A programme of activities was in place at the home, which was clearly displayed so that people were aware of what activities were available so that they could make an informed choice which ones they would like to participate in. The registered manager told us that quite a number of people, whose relatives are no longer living at the home continue to support any activities or outings by volunteeing their services to help at the various events. The National Vocational Qualification assessor commented, clients are offered choice and independence. They are encouraged within the confines of their abilities, and a relative said, they really are well looked after here. People living at the home looked happy and staff were interacting well with the residents. At the time of our visit there was a joyful atmosphere with a group of residents and staff singing jolly christmas songs and thoroughly enjoying it, laughing and smiling with the staff. People were seen visiting their relatives within the privacy of their private accommodation or within the communal rooms, if they preferred. Visitors spoken to said that they felt very comfortable visiting the home as they were always made to feel welcome. One relative told us, the staff are marvelous. The service users guide told its readers of the policies and procedures available in the home about visiting arrangements. We saw staff interacting well with visitors, making them feel included in the daily lives of the people living at the home. Although at the time of our site visit to the service there was no-one using an advocate, there was a process in place so that people could access an independent person to act on their behalf, should they so wish. When asked what the service does well, the registered manager wrote on the homes self-assessment, we have an excellent activities co-ordinator in post who conducts a very wide and varied programme of activities with service users. Aditionally we have a very full social calendar and our links with the local community have grown. We have two local churches who visit the home to perform communion. Details of events and Care Homes for Older People Page 18 of 31 Evidence: photographs are displayed within the home and also feature in our newsletter which is called Priory Diary. We continue to calculate the nutritional values of each meal so that a fully balanced nutritional diet is provided. We work closely with dieticians. We encourage relatives to have lunch with service users from time to time, especially for those who cannot get out. The four weekly menu was displayed on each unit so that people were aware of what meals were being served. We observed lunch being served in Conniston Bistro. It was pleasing to see staff sitting with the people they were assisting, engaging in conversation with them about everyday things, whilst encouraging them to eat their meals in a respectful manner. People were not rushed and were allowed as much time as they needed to eat their lunch so that the dining experience was pleasant for those living at Priory Park. The meals served looked appetising in order to aid in nutrition and specialised crockery and cutlery were provided where necessary so that people could maintain their independence as far as possible. The menu of the day was displayed in the reception area of the home along with a bar chart of the nutritional values of the meals served and the four weekly menu offered a variety of nutritious meals, with choices being available on each occasion. People spoken to confirmed that they were asked each day what they wanted for their meals the following day and this information was supported by a staff member being observed asking people their choice of meals for the next day. Following the main course the sweet trolley was taken to each person, so that they could select their own pudding. This trolley was spectacular, consisting of a wide range of hot and cold amazing homemade desserts and was the highlight of the meal for the people living at the home. Specialised diets were catered for and people were able to eat in their own rooms , if they preferred to do so. The people living at the home showed on the comment cards that they usually enjoyed the meals served. One person wrote, the kitchen staff are lovely. They know that I dont like to eat lunch early and are quite willing to give it to me individually a little later. Obviously I prefer some dishes to others, but the food is always well cooked. We received a a variety of opinions about the meals served from those living at the home. One person said, sometimes the meals dont have any taste, like they used to be when we cooked. We always added salt, pepper and butter to make them tasty. I dont think they do that nowadays, another commented, I always enjoy the meals I am given and a third stated, the food is OK. Sometimes it is better than others. Care Homes for Older People Page 19 of 31 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. Complaints are well managed and people living at the home are adequately safeguarded from abusive situations. Evidence: A clear accesssible complaints procedure was available at the home so that people were aware of how to make a complaint should they wish to do so. When asked what the service does well, the registered manager told us, the complaints procedure is displayed in the reception area and is also featured in our service users guide. There has only been one complaint this year that was related to funding and care. All complaints are dealt with within the appropriate time scale and the home manager has an open door policy and talks to most relatives daily. All staff have received the Protection Of Vulnerable Adults training. Those spoken to said that they would know how to make a complaint if they needed to do so. A system was in place for recording complaints received by the home so that a clear audit trail could be conducted. All six residents who submitted comment cards said that they would know who to speak to if they were not happy about something at the home and that they would know how to make a complaint, should they need to do so. One relative added to the comment card, we know we could approach matron or the assisstant matron if we were not happy about something at the home. Care Homes for Older People Page 20 of 31 Evidence: Both staff members who submitted comment cards said that they would know what to do if a person living at the home, their relative, friend or advocate had any concerns about the home. Staff spoken to said that they all undergo mandatory training, including the protection of vulnerable adults and training certificates displayed in the home confirmed this information. Robust policies and procedures were easily accessible in relation to the protection of the vulnerable people living at Priory Park. Care Homes for Older People Page 21 of 31 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, 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 warm and comfortable providing a safe environment for people to live in. However, odour control could be improved on the second floor, so that a pleasant smelling environment is provided for all the people living at the home. The control of infection is managed well, so that people living there are adequately protected. Evidence: During the course of our site visit to this service we toured the premises, viewing a random selection of private accommodation and all communal areas. The home was warm, comfortable, safe and fit for purpose. A friendly and homely environment was evident and people looked happy in their surroundings. People living at the home were able to bring a range of their own belongings with them, so that their individual rooms were personalised and homely. People spoken to were content with their bedrooms and happy to show us their accommodation. One person said, I like my room. I have been here a long time and wouldnt want to change now. We found that the dementia care unit provided people living there with an excellent environment to aid in orientation, ranging from colour coded bedroom doors to wall mounted interactive games and activities. Each corridor was themed and street signs had been erected to help people find their way around the unit. These changes had been well thought out and were evidently beneficial to the people living on the Care Homes for Older People Page 22 of 31 Evidence: dementia care unit, which is commendable. The home was well maintained and tastefully decorated throughout, providing a pleasant environment for people to live in. Clinical waste was being disposed of in the correct manner and infection control policies and procedures were available at the home, so that staff were aware of how to reduce the possibility of cross infection and therefore protect the people living at the home. Hoewever, there was an unpleasant smell in some areas on the second floor. We were told that the carpets on this unit were in need of changing and replacing with more suitable flooring. The manager had used different products in an attempt to neutralise the odour without a lot of success, although the installation of air conditioning had improved the situation to a certain extent. We spoke with one member of staff who indicated that the landry department was sometimes shortstaffed. However, the manager had already brought this to our attention and told us that she was in the process of recruiting additional staff for this department. The registered manager wrote on the homes self-assesssment, There has been a great deal of change in the environment over the past few months. Conniston corridors are being themed. All service users bedroom doors now look like front doors. All corridors have street signs to enable service users to find their way around the unit. Many bedrooms have been redecorated and this is on going as they become empty. The odour problem has improved with the air conditioning. Relatives are actively encouraged to personalise bedrooms with photographs and ornaments, but the response to this is variable. The gardens are neat and tidy with hanging baskets and tubs planted by service users and children from a local primary school. Garden furniture, gazebos and parosols are all available in the summer months. Four people who live at the home and who submitted comment cards said that the home is always fresh and clean, two people said it sometimes is. One of these people wrote on the comment card, the home smells dusty and not as clean as it should be, and a relative commented, there is usually a strong smell of urine on the top floor, which I have raised on several occasions without any proper solution. I am told that a different type of flooring is required. Care Homes for Older People Page 23 of 31 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent 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. Staff working at the home have the right skills, qualifications and experience to meet the needs of the people living at Priory Park and the recruitment practices adopted by the home consistently protect the vulnerable people living there. Evidence: A staff rota was in place, showing which staff were on duty at any time of the day or night, so that the skill mix of staff on each shift could be easily identified. At the time of our visit to Priory Park there were forty one people living there. The numbers of people on duty and the qualifications and experience of the staff team together ensured that the needs of these people were being consistently met. Staff seen and spoken to were enthusiastic and keen doing their jobs and felt that on the whole there were enough staff to meet the needs of those living at Priory Park. Both staff members who submitted comment cards indicated that there were usually enough staff to meet the individual needs of all the people who use the sevice. Four of the six people living at the home who submitted comment cards said that there were usually staff available when they were needed and two said that they sometimes were available. All new employees had been guided through a detailed and structured induction Care Homes for Older People Page 24 of 31 Evidence: process and a wide range of training was provided for all staff, so that they were able to carry out the duties expected of them and so that people received a good standard of service. Both staff members who submitted comment cards said that their employer carried out checks, such as CRB and took up references before they started work. Both also said that their induction period mostly covered everything, which they needed to know to allow them to do the job. Both also said that training is provided, which is relevant to their role and helps them understand and meet individual needs and helps them keep up to date with new ways of working. One wrote, the training at Priory Park for staff is of a very high standard. Both staff members confirmed that their manager meets with them to give support and to discuss how they are working. Three staff files were examined, which showed training that each had undertaken, by retention of training certificates, which were also displayed in the reception area of the home. The training matrix indicated that staff training was an important activity at Priory Park so that staff were adequately trained to look after the people in their care. One member of staff told us what training she had completed and was pleased to tell us that she was in the process of doing a National Vocational Qualification. At the time of our visit to the home there were 55 of care staff who had achieved this certificate and eight people who were in the progress of doing so. Priory Park is a recognised National Vocational Qualification accredited training centre and at the time of our site visit the NVQ assessor was visiting the home, who provided us with some very positive comments about the service provided. The records of three people working at the home were examined, so that recruitment practices could be assessed. We noted that all relevent documents and checks had been obtained before people started working at the home so that the people living at Priory Park were consistently protected. The registered manager told us, the home continues to do a lot of staff training and despite the turnover of staff still have 55 of staff who hold an NVQ at either level 2 or 3 and we have a further eleven staff commencing in September, again both level 2 and 3. All our domestic staff have completed NVQ in housekeeping and our cook has achieved NVQ in food processing. Care Homes for Older People Page 25 of 31 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 managed well so that the health, welfare and safety of the people living and working there is adequately protected. Evidence: The manager of the home and her staff team had worked very hard to continue to improve the standards within Priory Park, so that those living there received a high standard of service. A lot of good practice was seen taking place and a lot of new ideas had been introduced, which created a happy environment for people to live in. The home had conducted clear audit trails and an annual development plan was in place, so that the quality of service provided could be closely monitored. A wide range of policies and procedures were in place at the home, which had been reviewed on a regular basis, so that staff were provided with up to date guidance. Staff spoken to were aware of how to access the policies and procedures or to obtain further information, as was needed. Care Homes for Older People Page 26 of 31 Evidence: Priory Park Nursing Home had achieved a recognised, external quality award, showing that the service was being monitored by an independent professional body. We were told that surveys were conducted in order to obtain the views of people who use the service and the results of these were seen produced as an easy to follow bar chart and displayed in the reception area of the home. We suggest that surveys now be conducted for staff and for stakeholders in the community, who have a professional interest in people living at the home, such as General Practitioners, so that their views are sought as to how the needs of people are being met. Health and safety guidelines were clearly displayed within the entrance of the home, so that any interested parties could easily access this information, if they wished to do so. At the time of our visit to the home, there was clear access to fire exits and corridors were free of obstacles, making the environment a safe place for people to live. A fire safety risk assessment was in place and staff confirmed that they had attended fire awareness training. Certificates of attendence were seen and fire fighting equipment had recently been serviced, so that people were adequately protected against the risk of fire. A random selection of service certificates were examined, which showed that systems and equipment within the home had been appropriately checked by competent people to ensure that they were safe for use. Accidents were well managed and documentation seen showed that records were retained in line with the data protection act, so that personal information was not disclosed. The registered manager holds a relevant nursing qualification and a degree in nursing studies. She also has a recognised management certificate and has attended other relevant courses. She said that she attends all company training and relevant meetings, from which she cascades information to her staff, although minutes of all meetings are circulated throughout the home. She told us that she has a very open management style and that she is a good communicator, which enables staff, service users and relatives to discuss things openly. One resident said, the management of the home is excellent. One relative wrote on the comment card on behalf of a person who lives at the home, apart from the strong smell of urine on the top floor, the home seems to be well run, and another person wrote on behalf of their relative, I visit my relative several times each week and I have been very impressed by the attitude of all the staff. No matter how busy they are, they all have a cheery word and a smile for the residents and they never use raised voices or become agitated. The staff also make the residents feel valued and treat them with respect. Care Homes for Older People Page 27 of 31 Evidence: The home was being well managed by a competent person, who is a qualified nurse and who has a lot of experience in the management of care services. Those spoken to were satisfied with how the home was operated and they felt that the management team were very approachable and would attend to any issues raised. The National Vocational Qualification assessor wrote on the comment card, having been an assessor I feel privilaged to be part of a happy team working at Priory Park. My eight students will learn how to deliver a first class service working with the in house staff at the home. Staff records showed that they were well supervised to ensure that they maintained high standards whilst working at Priory Park Nursing Home. The finances of people living at the home were adequately protected by the robust practices adopted by the home and by the relevant policies and procedures, which are followed in day-to-day practices. Care Homes for Older People Page 28 of 31 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 29 of 31 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 1 26 16 Solutions must be implemented to ensure that the home is kept, as far as possible, free from offensive odours throughout. So that a pleasant smelling environment is provided for all the people living at the home. 13/02/2009 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 1 33 Formal feed back from stakeholders in the community should be sought about the quality of services provided and how the home is achieving goals for the people living at Priory Park. Care Homes for Older People Page 30 of 31 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. 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. Care Homes for Older People Page 31 of 31 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!