Care Home: Queen Elizabeth House

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What the care home does well An effective staff team meet the needs of people using the service. There was evidence of a close and positive working relationship between local authority staff and healthcare professionals. To make sure peoples needs are met they are properly assessed by the Occupational Therapists and Physiotherapist. The Occupational Therapist said care plans are put in place and are reviewed on a weekly basis to make sure peoples needs are met before they leave the centre. The Physiotherapist confirmed this and said people receive therapy`s that are targeted to meet their individual needs. The assistant manager said the centre staff work very closely with healthcare professionals and the team review and record peoples` progress on a weekly basis. The three peoples records show their care and rehabilitation needs are looked at on a regular basis Everyone spoken to said the meals provided are very good. One person says` "they have a choice and can have what they want, another says` "the food is excellent". The returned satisfaction surveys show people are very happy with the quality of the meals provided. The Environmental Health Certificate displayed shows the homes kitchen provides a Five Star service to people using the centre. The staff records show peoples` needs are met by staff that are trained and qualified. On the day of the visit people were observed being treated with dignity and having their wishes respected. One person said "staff are wonderful" and "very caring", another says they are "well looked after." One care staff said they "like working in the centre and its good to see people improve and go home". Another said "its good to be part of a team dedicated to improving peoples quality of life". Peoples` assessments, care plans and reviews show they have a say in what happens to them. The centres quality assurance surveys show people and their relatives are constantly asked their opinion on the quality of the services provided. The quality assurance report shows changes are made to the way the centre runs as a result of their comments. What has improved since the last inspection? The assistant manager said to make sure peoples needs are met they are currently recruiting more staff for the centre. The newly appointed Occupational Therapist say`s "more therapeutic sessions are taking place as a result of there appointment". The certificate displayed shows the kitchen has been awarded a Five Star rating following a visit from the Environmental Health Department, which means people using the service receive an excellent service. CARE HOMES FOR OLDER PEOPLE Queen Elizabeth House Queen Elizabeth Road Eastmoor Wakefield WF1 4AA Lead Inspector Tony Railton Key Unannounced Inspection 27th June 2008 08:30 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Queen Elizabeth House DS0000034425.V365075.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Queen Elizabeth House DS0000034425.V365075.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Queen Elizabeth House Address Queen Elizabeth Road Eastmoor Wakefield WF1 4AA Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (If applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) 01924 302395 01924 302396 sdavidson@wakefield.gov.uk www.wakefield.gov.uk Wakefield MDC Mr Shaun Paul Davidson Care Home 25 Category(ies) of Old age, not falling within any other category registration, with number (25) of places Queen Elizabeth House DS0000034425.V365075.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 28th June 2006 (Inspection Visit) 11th November 2007 (Annual Service Review). Brief Description of the Service: The home is primarily a rehabilitation unit where people stay for a limited period and is geared to the physical improvement and support of people who have been ill or who have a disability, prior to them returning home. With this in mind, people have individual and group therapy sessions. The unit also arranges differing social activities - shopping evenings, fetes, birthday and Xmas parties. The unit is also supported by activity instructors who visit the unit. Service users are also encouraged to maintain contact with families and friends. The home has 27 beds plus communal areas including dining room, smokers’ lounge and non-smokers’ lounge. At the rear of the home, leading from the non-smoking lounge, is an additional room, which leads out onto a paved patio area and into the rear garden. The rear garden is mainly grassed with shrubs and borders as well as a greenhouse. To the front of the home is a car parking area and grassed areas. The home has hairdressing and laundry facilities. The home does not provide nursing care but is supported by local Health Centres and the GPs and Primary Care Teams visit as required. Information bout the services provided and the role of the CSCI can be obtained from the home or by e-mailing sdavidson@wakefield.gov.uk Queen Elizabeth House DS0000034425.V365075.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This service has been given a Two Star rating, which means people using the service experience good quality outcomes. This visit to the centre commenced at 08.30 and ended at 12.30. This was a very positive visit with the opportunity to speak to some people using the service. Others spoken to included two Physiotherapists, two Occupational Therapists, the District Nurse, the assistant manager, the administrator, five care staff, two cooks, and two domestics. A tour of the premises was also undertaken. Three peoples records were seen and included assessments, care plans, reviews, medical and daily records. Three staff files were seen and included recruitment checks, references, training certificates, and training and supervision records. Information provided before the visit was considered and included the Annual Quality Assurance Assessment, and service history and some returned relatives quality assurance surveys. Some of the services quality assurance surveys were also seen and included 16 relatives and 16 peoples’ comments on the quality of the services and the meals provided. The inspector would like to take the opportunity to thank the people using the service and the Rehabilitation Team for their hospitality and co-operation throughout this very positive and enjoyable visit. What the service does well: An effective staff team meet the needs of people using the service. There was evidence of a close and positive working relationship between local authority staff and healthcare professionals. To make sure peoples needs are met they are properly assessed by the Occupational Therapists and Physiotherapist. The Occupational Therapist said care plans are put in place and are reviewed on a weekly basis to make sure peoples needs are met before they leave the centre. The Physiotherapist confirmed this and said people receive therapy’s that are targeted to meet their individual needs. The assistant manager said the centre staff work very closely with healthcare professionals and the team review and record peoples’ Queen Elizabeth House DS0000034425.V365075.R01.S.doc Version 5.2 Page 6 progress on a weekly basis. The three peoples records show their care and rehabilitation needs are looked at on a regular basis Everyone spoken to said the meals provided are very good. One person says’ “they have a choice and can have what they want, another says’ “the food is excellent”. The returned satisfaction surveys show people are very happy with the quality of the meals provided. The Environmental Health Certificate displayed shows the homes kitchen provides a Five Star service to people using the centre. The staff records show peoples’ needs are met by staff that are trained and qualified. On the day of the visit people were observed being treated with dignity and having their wishes respected. One person said “staff are wonderful” and “very caring”, another says they are “well looked after.” One care staff said they “like working in the centre and its good to see people improve and go home”. Another said “its good to be part of a team dedicated to improving peoples quality of life”. Peoples’ assessments, care plans and reviews show they have a say in what happens to them. The centres quality assurance surveys show people and their relatives are constantly asked their opinion on the quality of the services provided. The quality assurance report shows changes are made to the way the centre runs as a result of their comments. What has improved since the last inspection? What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Queen Elizabeth House DS0000034425.V365075.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Queen Elizabeth House DS0000034425.V365075.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 3 and 6 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence including this visit to the service. Peoples’ healthcare and rehabilitation needs are assed before they are offered a service. EVIDENCE: Discussion with the Physiotherapist and Occupational Therapist found peoples’ needs are assessed and a programme of rehabilitation completed before leaving the service. Three peoples’ records confirmed this and showed that people are fully involved in their assessments and have a say in what happens to them. Peoples’ records show a comprehensive assessment of their rehabilitation and support needs. The returned quality assurance surveys show people and their relatives are happy with the services provided. People using the service said they are happy with their stay and they have a say in what happens to them. Queen Elizabeth House DS0000034425.V365075.R01.S.doc Version 5.2 Page 9 One person says’ “They will be going home soon, but they have enjoyed their stay”. Queen Elizabeth House DS0000034425.V365075.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 and 10 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence including this visit to the service. Peoples’ rehabilitation needs are met and their wishes respected and they are protected by the way medicines are dealt with. EVIDENCE: People were observed being treated with dignity and having their wishes respected throughout the visit. A sample of three peoples records show they are fully involved in their assessments, and care plans and have a say in what happens to them. The Occupational Therapist, Physiotherapist and assistant manager said peoples’ needs are assessed and set out in a plan of care. To make sure peoples’ needs are met the plan of care is looked at on a weekly basis and any progress is recorded. This was confirmed by looking at a sample of three peoples records. The way medicines are dealt with keeps people safe as staff records show those giving medicines are trained to do this correctly. The way medicines are stored and recorded protect people using the service, as a sample of three peoples medicines were checked and found to be kept and recorded properly. Queen Elizabeth House DS0000034425.V365075.R01.S.doc Version 5.2 Page 11 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 and 15 People using the service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence including this visit to the service. People have a say in what happens to them and a range of activities are provided to improve their life-skills. People enjoy a varied and balanced diet of their choice. EVIDENCE: Discussion with the assistant manager, Occupational Therapist and Physiotherapist shows people have a ‘plan’ of activities designed to make them more independent and to improve their ‘life-skills’. A sample of three peoples records confirmed this and also show they and their relatives are fully involved and have a say in what happens to them. People were observed enjoying a breakfast of their choice. The cook said there is a range of menu and basically people can have the breakfast of their choice. The services returned quality assurance surveys show people are very happy with the meals provided. One person says the meals are “very good indeed”, another “the food is excellent”. Returned CSCI relatives’ surveys show they are happy with the quality of the meals provided. The Environmental Health certificate displayed shows the kitchen received a Five Star commendation following a recent visit. This means people receive an excellent service. The Queen Elizabeth House DS0000034425.V365075.R01.S.doc Version 5.2 Page 12 kitchen staff are to be commend for their efforts in maintaining such high standards in the kitchen. Queen Elizabeth House DS0000034425.V365075.R01.S.doc Version 5.2 Page 13 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence including this visit to the service. People know their concerns will be listened to and taken seriously and they are protected from any kind of abuse. EVIDENCE: Discussion with the assistant manager found there have been two Safeguarding Referrals made since the previous inspection visit. The records and service history confirmed these have been appropriately dealt with and did not directly involve the Resource Centre. The CSCI records confirmed there have been no complaints made about the service over the past twelve months. The services record of complaints showed there has been one complaint and this has been properly investigated and appropriately dealt with. To protect people receiving a service, staff training records show they all have Safeguarding training. The assistant manager says everyone using the service is given a copy of the complaints policy and procedure along with other information. The complaints policy is accessible to visitors and relatives as copy of the complaints policy is displayed in the home. The returned quality assurance surveys show people know how to make a complaint but have never had to do so. Queen Elizabeth House DS0000034425.V365075.R01.S.doc Version 5.2 Page 14 Staff was observed throughout the visit listening to what people said and treating them with dignity and respecting their wishes. Queen Elizabeth House DS0000034425.V365075.R01.S.doc Version 5.2 Page 15 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19, 22 and 26 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence including this visit to the service. People live in a safe and well-maintained and clean environment and specialist equipment is provided to promote their independence. EVIDENCE: A tour of the premises found people live in a clean and well -maintained environment. Discussion with two domestic staff found they have the equipment they need to keep the centre clean. The domestic staff are to be commended for their efforts in maintaining a high standard of cleanliness throughout the centre. The Occupational Therapist and Physiotherapist said there is specialist equipment provided to aid the rehabilitation of people using the service. A tour of the centre confirmed the use of specialist equipment in the bathrooms, small kitchen area and activities and rehabilitation room to aid in therapeutic rehabilitation of people using the service. Queen Elizabeth House DS0000034425.V365075.R01.S.doc Version 5.2 Page 16 People were observed relaxing in the lounges and dining room in comfortable and clean surroundings. Queen Elizabeth House DS0000034425.V365075.R01.S.doc Version 5.2 Page 17 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 and 30 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence including this visit to the service. A team of trained staff and therapists meets peoples’ needs and they are protected by the way staff are selected and recruited. EVIDENCE: The assistant manager said to protect people using the service all staff have mandatory training that includes Moving and Handling, Fist Aid, Infection Control, Food Hygiene and Health and Safety Training. A sample of three staff records and the training MATRIX confirmed this. The staff rotas show there is enough staff planned to be on duty to meet peoples needs. On the day of the visit enough staff, were observed, to be available to meet peoples needs in a relaxed and unhurried manner. One carer says they “enjoy working in the centre as there is a real sense of achievement to see people going home after their stay”. The assistant manager says there is a real sense of partnership between the centre staff, therapists and wider healthcare team. People are protected by the way staff are recruited and selected as a sample of staff records show Police and POVA (Protection of Vulnerable Adults List) checks and references are taken up before they are employed. One person said, “The staff are wonderful” another that they are “very caring”. Queen Elizabeth House DS0000034425.V365075.R01.S.doc Version 5.2 Page 18 The returned relatives surveys shows they are happy with the quality of care and support provided. Queen Elizabeth House DS0000034425.V365075.R01.S.doc Version 5.2 Page 19 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35 and 38 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence including this visit to the service. People benefit from having a well managed service that is run in their best interests and where their health, safety and welfare is promoted and protected. EVIDENCE: A sample of three peoples records including assessments, care plans, reviews, medical and daily records and discussion with the rehabilitation team shows the care management systems in the centre are good. A sample of three staff records including staff recruitment checks, training and supervision records, staff rotas and discussion with the rehabilitation team shows the staff management systems in the centre are good. This means people benefit from having a well managed service that is run in their best interests. Queen Elizabeth House DS0000034425.V365075.R01.S.doc Version 5.2 Page 20 The returned service and CSCI surveys show people and their relatives have the opportunity to comment on the quality of support and the meals provided and they are more than happy with the service. People are protected by the way their finances are dealt with as three peoples records were checked and found to be correct, safe and good records kept. To keep people safe the information provided before the visit shows there are regular health and safety checks carried out throughout the centre including fire and emergency equipment. The health and safety records and discussion with the assistant manager confirmed this.. Queen Elizabeth House DS0000034425.V365075.R01.S.doc Version 5.2 Page 21 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 4 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X X X 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 X X 3 Queen Elizabeth House DS0000034425.V365075.R01.S.doc Version 5.2 Page 22 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. Refer to Standard OP9 Good Practice Recommendations To review the home’s form for recording drugs entering and leaving the home. Queen Elizabeth House DS0000034425.V365075.R01.S.doc Version 5.2 Page 23 Commission for Social Care Inspection North Eastern Region St Nicholas Building St Nicholas Street Newcastle Upon Tyne NE1 1NB National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Queen Elizabeth House DS0000034425.V365075.R01.S.doc Version 5.2 Page 24 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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