Care Home: Queen Mary`s Registered Unit

What the care home does well The home provides a safe environment to live in whilst encouraging people who use the service to decide what they want to do on a daily basis and plan for the future through care planning and offering focused person centered support in a caring and friendly way. During the inspection one person was out with friends another had gone to a day centre and someone else came and went as they pleased. The staff and their attitude to work is fundamental in the successful way that the home delivers a good service. What has improved since the last inspection? The care plan records have been streamlined and historic information that is no longer required has been archived to make the records easier to use and more accessible. Otherwise the home continues to provide a good service. What the care home could do better: The temperatures of fridges in the lounges must be checked twice daily and recorded. Inspecting for better lives Key inspection report Care homes for adults (18-65 years) Name: Address: Queen Mary`s Registered Unit 28 Greencoat Place London SW1P 1DX     The quality rating for this care home is:   two star good 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: Wynne Price-Rees     Date: 1 1 0 3 2 0 0 9 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Adults (18-65 years) 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 Adults (18-65 years) Page 2 of 23 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 Adults (18-65 years) Page 3 of 23 Information about the care home Name of care home: Address: Queen Mary`s Registered Unit 28 Greencoat Place London SW1P 1DX 02079766338 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : vicki.hilder-bailey@echg.org.uk English Churches Housing Group care home 14 Number of places (if applicable): Under 65 Over 65 0 mental disorder, excluding learning disability or dementia Additional conditions: Date of last inspection Brief description of the care home 14 Queen Marys is a home for up to twelve women with mental health support needs and is located in the Victoria area with easy access to shops, local amenities and transport links. The providers are the English Churches Housing Group, who have now been incorporated into the Riverside Group and is part of a five-storey hostel with the registered beds mainly located on the ground and first floors. The bedrooms are single occupancy with bathrooms, showers and toilets located on each floor. People who use the service have access to lounges, dining rooms and a rear patio/garden area. There are currently four people who use the service. Care Homes for Adults (18-65 years) Page 4 of 23 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: two star good service Choice of home Individual needs and choices Lifestyle Personal and healthcare support Concerns, complaints and protection Environment Staffing Conduct and management of the home peterchart Poor Adequate Good Excellent How we did our inspection: The quality rating for this service is 2 stars. This means people who use the service experience good quality outcomes. The inspection was unannounced and took four hours and thirty minutes to complete on one day. During the inspection one person who uses the service chose to speak to us and gave us their views about the service. We also spoke with staff, care practices were observed and policies, procedures and records checked. We also did a tour of the building. We inspected all key standards and the information seen was compared to that gathered since the last key inspection and ASR. An ASR is an annual service review that we do if we are not going to visit. We also compared it to the information provided by the home in the AQAA document returned to us by the home. An AQAA is a selfCare Homes for Adults (18-65 years) Page 5 of 23 assessment carried out by the home regarding the quality of the service provided. The files of all four people who use the service were case tracked. 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 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 Adults (18-65 years) Page 7 of 23 Details of our findings Contents Choice of home (standards 1 - 5) Individual needs and choices (standards 6-10) Lifestyle (standards 11 - 17) Personal and healthcare support (standards 18 - 21) Concerns, complaints and protection (standards 22 - 23) Environment (standards 24 - 30) Staffing (standards 31 - 36) Conduct and management of the home (standards 37 - 43) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Adults (18-65 years) Page 8 of 23 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, what they hope for and want to achieve, and the support they need. People can decide whether the care home can meet their support and accommodation needs. This is because they, and people close to them, can visit the home and get full, clear, accurate and up to date information. 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 the person and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service experience good quality outcomes in this area. Evidence: There is a written assessment policy and procedure in place that staff understand. Currently no new referrals are being taken as the organisation is winding down the registered arm of the hostel. Care Homes for Adults (18-65 years) Page 9 of 23 Individual needs and choices 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 needs and goals are met. The home has a plan of care that the person, or someone close to them, has been involved in making. People are able to make decisions about their life, including their finances, with support if they need it. This is because the staff promote their rights and choices. People are supported to take risks to enable them to stay independent. This is because the staff have appropriate information on which to base decisions. People are asked about, and are involved in, all aspects of life in the home. This is because the manager and staff offer them opportunities to participate in the day to day running of the home and enable them to influence key decisions. People are confident that the home handles information about them appropriately. This is because the home has clear policies and procedures that staff follow. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service experience good quality outcomes in this area. Evidence: I have a care plan and am involved in it as much or as little as I want. The files for all four people who use the service were case tracked. Each file contained support plans that were agreed with people who use the service and self-management plans that encouraged them to take more control of the way they progressed towards the goals and subsiquent outcomes identified by the care plans. There were also care programme approach plans based on needs identified by health care professionals. Both types of plans were fed by weekly contact sheets that recorded progress made towards objectives and indicated the quality of life experienced. They are reviewed three and six monthly respectively. Generic risk assessments underpinned and enabled the plans. These were also regularly reviewed and updated. The types of activities described in the contact sheets such as shopping and going forcoffee with friends indicated that people who use the service fully participate in Care Homes for Adults (18-65 years) Page 10 of 23 Evidence: aking their own decisions. The hostel has raised 5000 pounds to spend on activities and people who use the service will decide what it should be spent on. Care Homes for Adults (18-65 years) Page 11 of 23 Lifestyle 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 can take part in activities that are appropriate to their age and culture and 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 and the home supports them to have appropriate personal, family and sexual relationships. People are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. Their dignity and rights are respected in their daily life. People have healthy, well-presented meals and snacks, at a time and place to suit them. People have opportunities to develop their social, emotional, communication and independent living skills. This is because the staff support their personal development. People choose and participate in suitable leisure activities. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service experience good quality outcomes in this area. Evidence: Staff would help me if I wanted to work. I choose what I do and when. I like to keep myself to myself but meet with a friend who lives up the street everyday and my brother takes me out to dinner. Currently people who use the service are not working. They said staff would provide support and encouragement if they wished to do so and this was confirmed by the staff team. People who use the service participate in activities they choose that tend to be unstructured and determined by them. One person has a social network of friends within the hostel, another spends time with street friends in Soho and someone else likes their own company but also has coffee out with froends and goes out to dinner Care Homes for Adults (18-65 years) Page 12 of 23 Evidence: with relatives. There are also a number of activities provided that encourage life skills development including cooking, shopping, control of finances and gardening. One person makes good use of a local day centre where they choose which activities they want to join in with. The contact notes described shopping trips for clothes, a new duvet and social events. Other things recorded such as concerns about not receiving fuel money from the DSS indicated that financial responsibility is also encouraged and family links are promoted. One case file also contained artwork produced by someone who uses the service. Nutritious and wellbalanced meals are provided although someone thought there could be a little more variety regarding the hot meal provided. People who use the service can also make snacks and drinks for themselves in the lounges and have cupboards and a fridge to store food. Care Homes for Adults (18-65 years) Page 13 of 23 Personal and healthcare support 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 receive personal support from staff in the way they prefer and want. Their physical and emotional health needs are met because the home has procedures in place that staff follow. If people 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. If people are approaching the end of their life, the care home will respect their choices and help them to feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service experience good quality outcomes in this area. Evidence: Physical and mental health and welfare are incorporated within the care plans. Support with personal care and encouragement with personal hygiene are provided by the staff team who have undergone induction training in appropriate ways to deliver this making sure peoples dignity and privacy are maintained. People who use the service are registered with a local GP who provides visiting surgeries and they are given the option of an annual health check if they wish. Medical appointments are recorded and people reminded when they are coming up. People who use the service have access to community based health care services including hospitals, opticians chiropodists and there is active input from the community mental health team. The Medication administration sheets for all people who use the service were checked and found to be up to date and correctly filled in. Medication was also appropriately stored. Care Homes for Adults (18-65 years) Page 14 of 23 Care Homes for Adults (18-65 years) Page 15 of 23 Concerns, 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. Their concern is looked into and action taken to put things right. The care home safeguards people from abuse, neglect and self-harm and takes action to follow up any allegations. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service experience good quality outcomes in this area. Evidence: I have no complaints if I have a problem I tell staff and they sort it out. There is a written complaints policy and procedure that people who use the service know how to use. Complaints records are kept although there are none currently. Currently there are no POVA issues. POVA is the protection of vulnerable adults. There is also a POVA policy, procedure and it is included as part of induction training. The Care Manager is currently arranging for staff to receive refresher training. Care Homes for Adults (18-65 years) Page 16 of 23 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, comfortable, 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. People have enough privacy when using toilets and bathrooms. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service experience good quality outcomes in this area. Evidence: The home is clean, regularly decorated and the cleaners very good. The building is suitable for its stated purpose, hygenic, clean, odour free and wellmaintained. A walk in shower is being fitted in the near future. People who use the service have their own bedrooms and there are adequate lounges for peoples use comfortably. There is also a very pleasant courtyard gardenwhere people who use the service are encouraged to help with the gardening. Care Homes for Adults (18-65 years) Page 17 of 23 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, qualified 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. People’s needs are met and they are supported because staff get the right training, supervision and support they need from their managers. People are supported by an effective staff team who understand and do what is expected of them. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service experience good quality outcomes in this area. Evidence: The staff are nice, kind and helpful. This is a very good service indeed. I dont have any real areas for improvement. The staff rota showed there are adequate numbers of staff on duty at all times to meet the needs of people who use the service. A sample of the two latest staff to be recruited to the team showed that they receive suitable induction and on-going training. They are also fully vetted in accordance with the recruitment procedure and this includes CRB clearance. CRB updates for all staff were sent off in the last two months. CRB is the Criminal Records Bureau. Two new support workers have been recruited and there are no vacancies. Regular supervision, annual appraisals and quarterly performance reviews take place that are minuted. Over 50 of staff have achieved NVQ level 2 or above. NVQ is the National Vocational Qualification. Care Homes for Adults (18-65 years) Page 18 of 23 Conduct and management of the 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 have confidence in the care home because it is run and managed appropriately. People’s opinions are central to how the home develops and reviews their practice, as the home has appropriate ways of making sure they continue to get things right. The environment is safe for people and staff because 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. They are safeguarded because the home follows clear financial and accounting procedures, keeps records appropriately and makes sure staff understand the way things should be done. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service experience good quality outcomes in this area. Evidence: The Care Manager has been in post since March 2007 and previously worked at the home for eleven years. They hold an NVQ level 4 qualification. There is a comprehensive quality assurance system with measurable performance indicators that is reviewed annually and regularly monitored. There is an up to date building risk assessment. The latest health and safety risk assessment took place on 18th February. The fire fighting equipment, emergency lighting and fire panel were checked and serviced in February 2009, an evacuation took place in January and fire points are checked monthly. Three extinguishers have been recommended for replacement as they are coming up to ten years old. An accident and incident book is kept with the last entry on 7th March. Pat tests took place on 23rd of June 2009 or as new portable electrical equipment was brought into the home. The kitchen fridges and freezer temperatures are checked and recorded twice daily Care Homes for Adults (18-65 years) Page 19 of 23 Evidence: although the fridge in the ground floor lounge is not tested. The lift was serviced in February 2009. Care Homes for Adults (18-65 years) Page 20 of 23 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 Adults (18-65 years) Page 21 of 23 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 42 16 The lounge fridge temperature must be tested and recorded twice per day. Food must be properly stored. 16/03/2009 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 Care Homes for Adults (18-65 years) Page 22 of 23 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 Adults (18-65 years) Page 23 of 23 - 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!