Care Home: Red Oak Care Home

What the care home does well Our time at the home found routines relaxed with people allowed unrestricted access to communal areas and outside gardens, people watching the television and staff chatting to residents. One person who lives at the home said, "We get along well with each other". One relative visiting spoken to said, "It is a pleasant place with a homely feeling". Comments from people who live and work at the home spoke highly about the quality of food provided, with varied meals and choices available if people don`t like the main meal on offer. People spoken to said they are allowed meals in there own room if they choose to. All staff who prepare meals have completed the necessary course in `Food and Hygiene` to ensure they are aware what is required in the kitchen area. Comments included, "The food is good with home cooking". Also, "If I don`t like something they prepare me something I do". Training opportunities and development of staff skills is good, so that people who work here have the confidence and competencies to provide the care and support people who live at the home need. Some members of staff have exceeded the required qualifications to work in a care home. One staff member spoken to said, "I have completed my level 3 NVQ qualification". A person who lives at the home wrote in a survey "The staff are well mannered, and I feel confident I am well looked after". What has improved since the last inspection? This is the first visit to the home since the new owners have taken over. The next inspection will be able to look at how it has improved outcomes for people living and working at Red Oak. What the care home could do better: Parts of the home should receive some minor redecoration to ensure the home remains well maintained. The owner spoken to said, "We continue to have an ongoing redecoration programme in place". A record should be kept of medicines that are returned to the pharmacist or disposed of, to ensure that there is no mishandling. Key inspection report Care homes for older people Name: Address: Red Oak Care Home 196 St. Annes Road Blackpool Lancs FY4 2EF     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: Kevan Royston     Date: 2 3 0 2 2 0 1 0 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Older People Page 2 of 24 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 24 Information about the care home Name of care home: Address: Red Oak Care Home 196 St. Annes Road Blackpool Lancs FY4 2EF 01253349702 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Red.Oak@btconnect.com Elder Care (North West) Ltd Name of registered manager (if applicable) Mrs Christina Emma Sivess Type of registration: Number of places registered: care home 15 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: The registered person may provide the following category service only: Care home only - Code PC. To service users of the following gender: Either. Whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category - Code OP. The maximum number of service users who can be accommodated is: 15. Date of last inspection Brief description of the care home Red Oak is registered for 15 older people both male and female. The home is situated in the south of Blackpool close to Highfield Road shopping centre, near Blackpool airport and local bus routes. Red Oak is a large detached building with decking areas at the rear, and ramps for the people to use if required. All rooms are en-suite, also communal bathroom and toilet faciliies are available situated for easy access on each floor. Lift access is provided. Aids and adaptations are fitted where required. The home has two lounges and a seperate dining area. Care Homes for Older People Page 4 of 24 Over 65 15 0 Brief description of the care home The fees for the home range from £304.00 - £360.06. There are adittional charges for chiropody and hairdressing. A service user Guide and Statement of Purpose is available for all prospective residents and families. This written information explains the care service that is offered, and what the person can expect if he or she decides to live at the home. Care Homes for Older People Page 5 of 24 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 Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: This unannounced visit was part of the key inspection process and took place on the 23/02/10. We spoke to people who live at the home individually, staff, the owner, a relative visiting and a group of residents in the lounge. Care, maintenance, and other records were looked at, as well as a walk around the building. As part of the inspection process we talked to people using the service and asked staff about those people needs. We also looked at their rooms, care plans and daily notes, this is called case tracking. Other people who live at the home were invited to pass their opinions to us if they wish. We received responses from surveys/ questionnaires sent to people who live at Red Oak for their views on how the home is run. Comments we did receive were positive and some are included in this report. Care Homes for Older People Page 6 of 24 Every year the person in charge or manager is asked to provide us with written information about the quality of their service they provide and to make an assessment of the quality of their service. This document is called an Annual Quality Assurance Assessment (AQAA). We use this information, in part, to focus our inspection activity. Care Homes for Older People Page 7 of 24 What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line 0870 240 7535. Care Homes for Older People Page 8 of 24 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 9 of 24 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The admission and assessment procedures were clear and precise, to ensure care needs of people who come to live at the home can be met and people can make an informed choice before moving in. Evidence: We looked at assessment information for two people living at Red Oak, both had comprehensive information obtained by the owner and from social services funded residents, to develop a care plan and ensure their needs can be met. We spoke to a person who lives at the home about the time she moved in and she said,My friend was here thats why I chose it, and I dont regret it. Another person living at the home spoken to about the time she moved in said, It felt homely. A care plan had been developed from the assessment information to ensure health, mental health, social and welfare needs are identified and care and support required can be met. Information looked at showed evidence of family involvement to gather Care Homes for Older People Page 10 of 24 Evidence: information so that all needs of people who come to live at Red Oak are looked at, this was confirmed from speaking to a relative. One member of staff spoken to about the assessment process said, We encourage people to come and have lunch or dinner a few times before they make a decision. Information in the AQAA confirms the assessment process has not changed since the new owner has taken over. We spoke to the owner who said, As before I always chase social workers for paperwork before admitting anyone. Families and potential residents are given an Information pack which details all the services and care on offer at the home to ensure people are given enough details to make an informed choice. One relative spoken to said, I liked the atmosphere and the information given to us about the care. Standard 6 was not assessed as the home does not provide intermediate care. Care Homes for Older People Page 11 of 24 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who live at the home have their health and personal care needs met by staff who respect their privacy and dignity. Evidence: We looked at care records for people living in the home and found they were up to date, comprehensive and set out a plan of care monitoring all health and welfare needs. We confirmed by speaking to a relative and residents they have a say in the care they receive and are supported. Evidence of people living at the home signing care plans was seen, one person living at the home said, I know we go through things once a month. One person who lives at Red Oak wrote in survey, They are continuously monitoring my health which is reassuring. We discussed with staff the needs of people we case tracked, we found they had an awareness of peoples needs and able to discuss the individual care given and ensure needs are being provided for. One staff member said, We have improved by putting into place a falls risk assessment. Each person has a risk assessment in place to ensure their safety. Written information looked at confirmed these are updated when necessary to reflect any changes that may have occurred in the building or individually ensuring people Care Homes for Older People Page 12 of 24 Evidence: are protected and safe. A staff member said, We update risk assessments every six months Medication for residents we checked were found to have safe medicine administration practices in place to ensure people receive the right medicine at the right time, and they are protected by the procedures in place. Information provided by the owner in the AQAA confirms only suitably trained staff give out medication. One member of staff spoken to said, Only the ones who have medication training give out medicines. Although there is a record of medicines received into the home no record is kept of drugs returned or disposed of. A record should be kept of medicines leaving the home or disposed of to ensure there is no mishandling of any medication. Nutritional screening of people who live at the home is monitored so that any health problems that may occur are highlighted and acted upon. This was confirmed by information contained in the AQAA and speaking to the owner. Care records of people who live at Red Oak show they have access to health professionals and where possible a doctor (GP) of their choice. Information provided to us in the AQAA confirm equality, diversity, respect and dignity is taken seriously to ensure each person is treated as an individual. One person who lives at the home said, The staff are a caring bunch. A member of staff spoken to about respecting residents said, Respect and giving time to the residents is our aim. We watched staff during our visit spending time caring for people, showing respect by knocking on doors before entering, helping in a sensitive, dignified way and talking to people. One person who lives at the home said to us,They do look after us well. One resident wrote in a survey, They are willing to talk to me if necessary at any time. Training is provided for staff around issues of respect, dignity, equality and diversity to ensure people who live at the home are cared for by sensitive polite staff. Care Homes for Older People Page 13 of 24 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Social activities and meals are well managed, creative and provide daily variation and interest for people living at the home. Evidence: We had a look around the kitchen area which we found to be clean and tidy. We asked about training and the owner said, All staff have food and hygiene training. Certificates on display confirmed this. One staff member spoken to said, I have done my food and hygiene course. Comments about the quality and quantity of food prepared were very good, they included from people who live at the home , The food is always good, Also, They do try and please everyone with the meals. One Comment in a survey from a person who lives here, when asked what the home does well said, Everything, good meals. We looked around and found evidence of fresh fruit and vegetables stored in the kitchen and plenty of stocks in the fridge and cupboards, to ensure people who live here receive a healthy diet with plenty of choice. At the time of the visit one staff member was preparing home made sheperds pie. Records looked at show staff monitor the intake of food and liquid of people living at the home to ensure any concerns are identified and appropriate action taken. One staff member spoken to said, Its a good system we can identify quickly any problems Care Homes for Older People Page 14 of 24 Evidence: if a resident is not eating regularly. The owner explains in the AQAA how they can provide food for people who have special dietary needs to ensure they get the correct food and drinks to suit there needs. One resident case tracked had details recorded of the need to have a special diet which was being monitored. Routines watched during the day looked relaxed, some people were sat in the lounge area, and staff were carrying on with their daily tasks. We observed staff chatting to residents when they had time and generally supporting people in a dignified way. Records show at the assessment stage hobbies and interests of people who live at the home are written down so that staff are aware of social activities individuals prefer. The owner tells us in the AQAA Keyworkers ensure that all needs of residents are met both social and daily living. Comments about activities from people who live at the home spoken to and surveys returned included, They provide a lot of fun. Also, Things are going on all the time if you want to join in. One staff member spoken to said, We try and entertain our residents and let them follow interests they prefer. A visitors policy is available in the homes brochure which says visiting times have no restrictions. All people who live and work at the home spoken to confirmed friends and relatives are welcome any time. One relative spoken to said, Any time is ok with the owner. People we spoke to who live here confirmed they were able to bring some personal items into the home which was agreed during the admission. Rooms we were invited into had personal possessions around so that people who live here felt it was home. Information in the AQAA confirm the staff encourage people to bring there own possessions including furniture so they feel more at home. Care Homes for Older People Page 15 of 24 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Arrangements for complaints are handled well and taken seriously ensuring people feel listened to. Evidence: The AQAA tells us of how Safeguarding training has been provided for staff in the past to ensure they have an understanding of the procedures and issues and are aware of any signs of abuse. Staff spoken to confirm they have attended training both at the home and through the National Vocational Qualification (NVQ). One staff member said, I have been on a safeguarding adults course. Policies and procedures are in place for dealing with any complaints, issues or concerns people may have to ensure there concerns are being looked into.The AQAA explains the procedure and what action is taken should anyone make a complaint and ensure people complaints are taken seriously. One person who lives at the home spoken to said,I would speak to C....... (owner) if I had a complaint. Most people living at the home who filled in a survey form ticked the box Yes when asked if they knew how to make a formal complaint. Care Homes for Older People Page 16 of 24 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The premises is safe, clean and maintained to provide comfortable surroundings for people who live at the home. Evidence: We had a walk around the premises and outside areas, we found it clean, tidy and maintained ensuring people live in comfortable, safe surroundings. One staff member spoken to said, Any repairs are written down and work is carried out promptly. Information in the AQAA confirmed records are kept of repairs and renewals, evidence of this was seen during our visit. One person who lives at the home wrote in a survey, Its always kept nice and clean. Some repainting of bedroom doors and walls in the corridors where paint had been chipped should be done to keep the premises looking well maintained. The owner spoken to said, Its is ongoing and we keep repainting on a regular basis. The location of the laundry facility is away from the kitchen and dining area, and there are policies in place for laundry processes and for the control of infection ensuring the home is kept clean and hygienic. We checked hot water temperatures and were shown records of regular temperature checks to ensure residents safety. Water was found to be delivered at a safe temperature in line with health and safety guidelines. Care Homes for Older People Page 17 of 24 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Access to training and staff development is good, this helps to develop skills and competencies. Good systems for recruitment procedures are in place to ensure suitable staff are employed. Evidence: From talking to staff and information in the AQAA its clear access to and training of staff is good which ensures people are cared for by competent skilled people. One staff member spoken about training said, I do attend a lot of training. We looked at training records and each staff member has a separate training programme to ensure they complete necessary courses to enhance their skills. One relative visiting, when asked about staff attitude and caring ability said, They do seem well trained and confident. Information in the AQAA confirms a commitment to staff training and tells us how some staff have completed a recognised qualification in care which is the National Vocational Qualification (NVQ) to level 2 or above, some staff are now doing NVQ level 3. One staff member said, I have now completed NVQ level 3. We looked at recruitment records of staff, and found all records were available for inspection and the proper checks have been completed and all are in place before people start to work at the home. We did speak to staff about the process for recruitment and comments included, Very good induction training. And, They were thorough to get my references in place before I started. Care Homes for Older People Page 18 of 24 Evidence: Staff rotas looked at and observation during the day confirm staffing levels were enough to care for the people who live at the home and provide a good service. Comments from staff and residents included, The staff are all lovely, And, We work well as a team. One person who lives at the home wrote in a survey, I feel very well looked after. It was evident from watching staff react to people during the day and speaking to staff they are clear about their role and work well as a team to ensure the individual and collective needs of people who live at the home are being met . One person who lives at the home spoken to said, Nothing is to much trouble. Care Homes for Older People Page 19 of 24 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is managed well and systems are in place for the protection and safety of staff and people who live at the home. Evidence: The owner of the home as a wealth of experience in running care homes over 18 years, and previously managed the home for her parents. Information in the AQAA confirms the owner has completed all the necessary qualifications required to run a care home and is also a qualified trainer/assessor for people undertaking NVQ courses. Comments from staff and people who live at Red Oak spoke well of how the home is run and the attitude of the owner and staff. Comments included, C.... is caring and approachable. Also, A well run home. We checked records of health and safety looked at information in the AQAA and confirm regular tests are carried out to emergency lighting, fire procedures, gas appliances and electrical equipment, ensuring the safety of people living at the home is maintained. Care Homes for Older People Page 20 of 24 Evidence: Financial records looked at were in good order, systems are in place for people to control their own money where possible and ensure safeguards are in place for their protection. Records of finances for people who live at the home were accurate and up to date. Systems to gather views on how the home is run from people who live at the home and stakeholders include questionnaires every 3 months sent to residents and relatives and also staff and resident meetings, to ensure the home continues to run smoothly and any suggestions to improve the home are implemented. Care Homes for Older People Page 21 of 24 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 22 of 24 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 2 9 19 Records should be kept of all medicines leaving the home or being disposed of to make sure there is no mishandling. Some minor repainting of hallways and doors should be undertaken to ensure the building is well maintained and provide pleasant surroundings. Care Homes for Older People Page 23 of 24 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). 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