Care Home: Queensway

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What the care home does well Supporting people to maintain their individuality and chosen way of life is central to the home`s ethos and approach. Everyone`s differences are valued and the people who live at Queensway are helped and encouraged to understand and live with everyone else. There is good and friendly interaction between the people who live there and the staff. There seemed to be enough staff on duty to make sure they have time to spend with people in conversation, as well as offering any support people need to take part in individual and group activities. Before moving in, people`s needs are thoroughly assessed to make sure that the home is able to meet their needs, and people have plenty of opportunities to make sure they want to live at the home. Everyone said that staff listen to them, and act on what they say and people said they like the meals and enjoy the activities, days out and holidays. There are regular residents` discussion meetings and people are involved in making the decisions about their home and how it is run. The home`s recruitment procedures are thorough, making sure that staff are safe to work with the people who live at the home All the staff said they enjoy working at the home and felt they were well supported by their manager. They said the training is good and helps them to do their job well. The staff all said they have plenty of training, including some specialist training, to help them support the people who live at the home. The staff that handle medication have received suitable training and the medicines are administered safely and accurately. The complaints and adult protection systems work well and people said they know and understand what to do if they have a concern. The home is clean and everyone we spoke to said that the home is always kept fresh and clean. What has improved since the last inspection? The support plans have been improved since our last inspection and now better reflect the individual`s preferences and needs. The medicines now appear to be administered and recorded accurately. There were signatures to confirm that staff had administered the medicine. The home has an ongoing refurbishment programme and this year a new shower has been fitted in the downstairs shower room and the kitchen has a new built-in oven. More staff are being employed from early December, which will improve the staffing levels further, particularly at weekends. All the recruitment checks that the home carries out before a new member of staff begins work were available for inspection. Since our last visit the office and the files have been re-organised, making it clearer and easier to find information. What the care home could do better: Medicines that are carried forward from one period to the next should have a clear recording system in place, so that an accurate audit can be kept. More staff should complete a relevant National Vocational Qualification, in order to make sure the staff team has the necessary skills and knowledge to support the people who live at Queensway. Key inspection report Care homes for adults (18-65 years) Name: Address: Queensway 46 Queensway Kirkburton Huddersfield West Yorkshire HD8 0SR     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this full review a ‘key’ inspection. Lead inspector: Liz Cuddington     Date: 1 8 1 1 2 0 0 9 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Adults (18-65 years) Page 2 of 28 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for 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 mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) Copyright © (2009) Care Quality Commission (CQC). 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 CQC copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Adults (18-65 years) Page 3 of 28 Information about the care home Name of care home: Address: Queensway 46 Queensway Kirkburton Huddersfield West Yorkshire HD8 0SR 01484602523 01484428967 NOEMAIL23/5/07 www.st-annes.org.uk St Anne`s Community Services care home 6 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) : Number of places (if applicable): Under 65 learning disability physical disability Additional conditions: Date of last inspection Brief description of the care home Queensway is situated in a residential area of Kirkburton and offers nursing care and support for up to six people with a learning disability. The accommodation is on two floors, with four bedrooms on the first floor and two bedrooms on the ground floor. They are all single rooms and do not have en-suite facilities. There is a bathroom and toilet on both the ground floor and first floor. The communal areas are comfortable and furnished to a good standard. The home has its own transport; people who use the service contribute towards the costs. There is a Service Users Guide available, which gives information about the home and inspection reports by the Care Quality Commission are also available from the home, on request. Care Homes for Adults (18-65 years) Page 4 of 28 Over 65 0 0 6 6 2 7 1 1 2 0 0 8 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 two stars. This means the people who use this service experience good quality outcomes. We have reviewed our practice when making requirements, to improve national consistency. Some requirements from previous inspection reports may have been deleted or carried forward into this report as recommendations, but only when it is considered that people who use services are not being put at significant risk of harm. In future, if a requirement is repeated, it is likely that enforcement action will be taken. The weekly fees the home charges are those agreed with the authorities who are responsible for funding the persons placement. The purpose of this inspection was to assess the quality of the care and support received by the people who live at the home. The visit was carried out over one day by Care Homes for Adults (18-65 years) Page 5 of 28 one inspector. The last key inspection was in November 2008. The methods used to gather information included conversations with the people living at the home and the staff, as well as looking at care plans and examining other records. Before the inspection visit we received the homes self-assessment questionnaire and surveys from six people who live at the home, five staff and one healthcare professional. These gave us a lot of useful information about the home and helped us plan the visit. Care Homes for Adults (18-65 years) Page 6 of 28 What the care home does well: What has improved since the last inspection? The support plans have been improved since our last inspection and now better reflect the individuals preferences and needs. The medicines now appear to be administered and recorded accurately. There were signatures to confirm that staff had administered the medicine. The home has an ongoing refurbishment programme and this year a new shower has been fitted in the downstairs shower room and the kitchen has a new built-in oven. More staff are being employed from early December, which will improve the staffing levels further, particularly at weekends. Care Homes for Adults (18-65 years) Page 7 of 28 All the recruitment checks that the home carries out before a new member of staff begins work were available for inspection. Since our last visit the office and the files have been re-organised, making it clearer and easier to find information. What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line 0870 240 7535. Care Homes for Adults (18-65 years) Page 8 of 28 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 9 of 28 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them, 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. There is a thorough pre-admission assessment and introduction procedure, to make sure the home can meet peoples individual needs. Evidence: When someone is considering living permanently at the home they are given information to help them make a decision, including an illustrated Service Users Guide. The initial assessment of a persons needs is carried out by a senior member of the homes staff. People are also invited to visit as often as they like, stay for a meal and have one or more short stays at the home if they wish. This gives the person the opportunity to make an informed decision and helps the home decide if they are able to meet the persons needs. There is also a settling in period, to make sure that everyone is happy that the persons needs can be met at the home. Care Homes for Adults (18-65 years) Page 10 of 28 Evidence: This procedure, along with other professional assessments, helps the staff to start developing a suitable plan of care and support. Care Homes for Adults (18-65 years) Page 11 of 28 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. Peoples right to maintain their individuality is central to the way the home is run. The plans are person-centred and people are involved in planning and agreeing the level of care and support they need and how this is to be provided. Evidence: We looked at three individual care and support plans. They showed that people are involved in developing and reviewing their plans. The plans have improved since our last inspection; they reflect the individuals preferences and needs and demonstrate the persons involvement in making the decisions that affect them. If the person wishes, other people also contribute to the care plan, to make sure a full picture of the individual is obtained. These people could include the persons relatives, the homes management, their social worker and someone from any other services he or she is involved with. We saw evidence that showed that this is happening. Care Homes for Adults (18-65 years) Page 12 of 28 Evidence: The plans are up to date and contain sufficient detail to guide staff and help them understand each person. The plans have been developed to become more personcentred. They also include colourful illustrations, to assist the people who manage better with pictorial information. Everyone is supported and encouraged to make their own choices about how they lead their lives. The support plans reflect this and show that people are supported to achieve their goals. People said that the service supports them to live the way they choose and agreed that the service meets their different needs. The plans and risk assessments are updated regularly. The plans include a section showing what is important to the individual. Some people said that time on their own is important, others said that meals out and particular activities, such as aromatherapy sessions and reading, are important. There was also information about what the person does not enjoy. The people we spoke with said they felt the staff understand their needs and support them to live their own lives and maintain their individuality. Where any activity involves a potential risk, an assessment is made and plans are agreed to minimise the risk, while still supporting peoples right to independence and choice. These assessments are reviewed regularly, along with the rest of the plan. All the evidence we saw indicated that the homes staff support people to maintain their independence and improve the quality of their lives. Our observation, and conversations with the staff, confirmed that the staff know and understand the needs of each person who lives at the home. The staff do all they can to promote peoples right to autonomy and everyone is treated as an individual. From talking to the people who live at the home and the staff, and reading the notes, it was clear that everyones personal choices are respected and supported. People seem to be supported to meet their own cultural, social and spiritual needs. All the written information is securely stored and confidential information about people is only shared with those who need to know. Care Homes for Adults (18-65 years) Page 13 of 28 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are supported to follow the activities they choose, to make sure their needs and expectations are being met. People are offered a good choice of meals, and other foods, to make sure their dietary needs and preferences are met. Evidence: The care and support plans include information about each persons choice of recreational and leisure pursuits and their goals. The activities people follow depend upon what people want to do. All the staff are involved in supporting people to follow the acivities they have chosen. There are residents discussion groups and people are involved in making the decisions about their home and how it is run. The manager and staff make sure peoples views Care Homes for Adults (18-65 years) Page 14 of 28 Evidence: are central to any decisions that are made and make sure that everyones views are heard. People said that they are supported to lead their lives in the way they choose, and there are enough staff available to give them any support they need. The staff are aware of peoples preferences and the home is run in the best interests of the people who live there. The staff try and make sure people go out somewhere every day, if they wish. The home has two vehicles, including an adapted minibus, and they also use local buses; this makes sure everyone can get out and about. People said they enjoy the outings. The staff encourage people to be involved in events in their community and there is a local walking group that some people enjoy. Many of the outings involve eating and drinking and people said they very much enjoy having meals out as part of their regular social activities. Visits to the supermarket usually include having lunch or a snack; making these outings far more enjoyable than simply a shopping trip. Most people enjoy their regular visits to another residential service where they use the sensory room and meet with other people. We were told that music and dancing, horse riding and visits to places further afield are all part of the varied and fulfilling lifestyle that people enjoy. There is also time for people to spend in quieter pursuits such as reading, watching television, listening to music and playing games. Everyone has been away on holiday this year. The holidays are carefully planned to make sure they suit each persons preferences. Some people went to the seaside and others preferred a country cottage holiday; a winter weekend away was being planned for around Christmas. One person said that they have nice holidays. Everyone has a social activities diary that the staff complete, which shows the variety of activities people have chosen and have enjoyed. From December this year there will be more staff working at Queensway, and there will be adjustments to the shift patterns. This will mean that people can be supported with more activities outside their home, especially at weekends. The staff we spoke with had a good understanding of peoples needs and how each person likes to be supported. They understood the ethos of the home and the importance of respecting peoples right to self-determination and their right to be left in peace if they wish. One person confirmed to us that the staff respect their privacy Care Homes for Adults (18-65 years) Page 15 of 28 Evidence: when they wish to be alone. Individual choices about spiritual and cultural matters are reflected in the plans. The staff all know and understand each persons needs and preferences and how to support people to maintain their dignity and self respect. At mealtimes there are always alternatives available if people do not want the choices on the menu. People said that they enjoy the meals and the portions are generous. Two people said that the meals are nice. People are offered hot and cold drinks and snacks throughout the day. Care Homes for Adults (18-65 years) Page 16 of 28 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. Peoples personal and healthcare needs are met. People are protected by the homes medication systems. Evidence: Peoples health and wellbeing is observed and monitored, and any concerns are followed up with relevant health or social care staff, and the family where appropriate, and their advice is followed. The plans are evaluated monthly, to make sure they reflect peoples healthcare needs. The plans contain details about the individuals physical, psychological and emotional health. The plans, and conversations with staff, confirmed that peoples cultural and individual preferences are understood by everyone and are central to the care and support they are offered. Each plan is individual and reflects the persons choices for all aspects of their life. They show the way people prefer their care and support to be provided. This makes sure that staff know exactly how each person likes their support to be provided and Care Homes for Adults (18-65 years) Page 17 of 28 Evidence: understand the routines they like to follow. The people we spoke with said that the home and the staff meet peoples needs. People said that the staff are very good. Everyone said the staff provide the care people need, in accordance with their wishes. Peoples healthcare needs are reviewed regularly and recorded in detail. There was evidence that specialist healthcare professionals are involved in providing the support people need to maintain and improve their health and well-being. Risk assessments are in place, where a potential risk to an individual has been identified, and there is information about how such risks are to be managed. The daily records give a picture of the support each person has needed that day. The plans have been improved to make them more person centred. It is now possible for a new member of staff, for example, to read someones plan and have a vivid picture of that person and how they want to live their life. They help the staff gain an understanding of what is important to the person and what they can do to support them achieve their goals. The staff that administer medication have received suitable training. This helps to make sure that medicines are administered safely and that staff understand this area of their work. The medicines appeared to be administered and recorded accurately. There were signatures to confirm that staff had administered the medicine. The medicines are all stored securely. Medicines that are carried forward from one period to the next should have a clear recording system in place, so that an accurate audit can be kept. This is particularly important for medicines such as stocks of paracetamol, that are only taken occasionally when someone requires them. When we visited, the records for stock paracetamol did not show a clear audit trail. Since our visit, the manager has told us this has been put right. Observations during the inspection confirmed that the staff always respect peoples privacy and dignity. The plans also include details about the persons final wishes, to make sure they have the support they choose at this time. Care Homes for Adults (18-65 years) Page 18 of 28 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 know how to raise a concern or make a complaint. Staff have received suitable training and understand the adult protection policies and procedures, which makes sure that people are safe. Evidence: The staff training records showed that the staff have taken adult protection training. Some staff have also had training in how to manage challenging behaviour. Conversations with the manager and staff showed that they understand their responsibilities towards people with regard to protecting them from any risk of abuse or poor practice. Staff are made aware of the homes whistle blowing policies and procedures, to be used if they suspect abuse or see examples of poor practice. They are expected to have read and understood the policies and procedures concerning adult protection. Staff said they understood about whistle blowing, handling complaints and safeguarding and had taken training in these areas of their work. The complaints procedure is illustrated, to assist people to understand it. The evidence we saw confirmed that improvements are made as a result of complaints Care Homes for Adults (18-65 years) Page 19 of 28 Evidence: investigations and comments people make in the quality assurance questionnaires. There is an independent advocacy service to support people to express their views; this is especially important if there is no family or friend who can do this. Care Homes for Adults (18-65 years) Page 20 of 28 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, 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. The home provides a safe, clean and comfortable environment. Evidence: The home has an ongoing refurbishment programme and this year a new shower has been fitted in the downstairs shower room and the kitchen has a new built-in oven. We were told that the home shares the maintenance staff with other homes in the organisation. They come regularly to carry out routine tasks, as well as other work that is needed. The gardens are safe and well equipped and are suitable for everyone to use. Some people like to do some of the gardening. The house is clean and fresh throughout. Protective gloves and aprons are available for staff to use when necessary, as part of the homes infection control measures. Care Homes for Adults (18-65 years) Page 21 of 28 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent, 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. Sufficient trained staff are employed to meet peoples needs, although more staff should complete an NVQ award. People are protected by the recruitment procedures, which make sure that staff are suitable to work with people who live at the home. Evidence: The staff rotas confirmed our observations that there are enough staff on duty to meet the care, social and leisure needs of the people who live at the home. More staff are being employed from early December, which will improve the staffing levels further, particularly at weekends. There is a mix of male and female staff, to help make sure people can have a choice of who supports them. As well as an interview, all new staff complete an application form and provide two written references, as well as completing satisfactory Criminal Records Bureau (CRB) and Protection of Vulnerable Adults (POVA) register checks before they start work New support staff take the mandatory health and safety training and they all follow accredited induction training. This prepares them for moving on to take a National Vocational Qualification (NVQ) course. Care Homes for Adults (18-65 years) Page 22 of 28 Evidence: From a total of eight support staff, two of them have achieved the NVQ qualification and two more were about to start the course. Other training is available to make sure staff skills and knowledge is kept up to date. The organisation has a learning and development programme with a wide variety of courses for staff to take. During the past twelve months all the staff have had refresher training in all the mandatory courses, as well as in promoting equality and diversity. The staff all said they have plenty of training, but it is important that more staff complete an NVQ in order to make sure the staff team has the necessary skills and knowledge to support the people who live at Queensway. The staff said they are kept up to date with peoples care needs and ...current issues are discussed at the twice daily change overs. These meetings are held every time one team of staff finishes and another team begins work. One person did say they would like to have more staff meetings and perhaps a team building day. Care Homes for Adults (18-65 years) Page 23 of 28 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. The home is safe and run in the best interests of the people who live there. Evidence: The manager has the necessary experience and qualifications to manage the home effectively and in the best interests of the people who live there. To maintain confidentiality, peoples personal information is stored securely when it is not being used. Where the home helps people to manage their personal finances, accurate records are kept of all transactions. Regular audits are carried out to make sure the records and amounts are accurate. The policies and procedures are kept up to date to make sure they provide relevant information to guide staff on how to act in every situation. All the regular health and safety checks for the home are carried out in a timely manner and staff have basic health and safety training. Fire drills are held, to make sure everyone knows what to Care Homes for Adults (18-65 years) Page 24 of 28 Evidence: do in an emergency. All these measures make sure that the health, safety and welfare of the people at the home is promoted and safeguarded. The home asks people, their relatives and professional visitors to complete quality assurance questionnaires, in order to find out what people think about the care and support the home offers. Regular residents meetings are held, in order to discuss what people would like to see happening in their home and how they want it to be run. The records, and the staff, confirmed that all the staff are having regular one to one supervision meetings with their line manager. This supports staff to plan their personal and professional development and gives them the opportunity to discuss any areas of concern in a confidential setting. The staff said they felt supported by the management team and enjoyed working at the home. Since our last visit the office and the files have been re-organised, making it clearer and easier to find information. A senior manager from the organisation visits the home regularly and compiles a report each month on their findings. The homes manager lets us know about any significant incidents that affect the well-being of people who live at the home. At present there are no people living at the home who are subject to a deprivation of their liberty authorisation, under the Mental Capacity Act 2005. At the beginning of each persons support plan there is a section detailing any restrictions that are put in place in the persons best interests. These include, for example, being escorted by a staff member when going out, if that is needed to maintain their safety, and being supported to manage their finances and medication. We received the homes annual quality assurance self assessment. It contained information about the home and the services that are provided, the improvements they have made and their plans for the coming twelve months. Care Homes for Adults (18-65 years) Page 25 of 28 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Adults (18-65 years) Page 26 of 28 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations 1 20 Medicines that are carried forward from one period to the next should have a clear recording system in place, so that an accurate audit can be kept. More staff should complete a relevant National Vocational Qualification, in order to make sure the staff team has the necessary skills and knowledge to support the people who live at Queensway. 2 32 Care Homes for Adults (18-65 years) Page 27 of 28 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. 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