Care Home: South Church (Gloria) Nursing Home Limited

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What the care home does well The home is suitably equipped and has most aids and adaptations that it needs. The staff are committed to the home and the service users well being. The staff are knowledgable about service users needs and treat them with respect. Service users have access to local health services. Service users have an interesting and varied social programme and are able to interact well with each other and with staff. The home provides apetising food. The home provides a good induction and training. The home is well managed by an experienced team. What has improved since the last inspection? The home has begun to improve the decor in the home. Maintenance is being carried out and health and safety issues are being addressed. The staff have improved uniforms. Care planning has improved. Record keeping is improved and the records are well organised. Staff training has improved and recruitment records are well ordered. What the care home could do better: External decoration needs to be carried out. The garden areas could be made more accessible. The sluice areas must be improved and suitable hand washing facilities provided. Maintenance must be carried out and the defects identified in the report rectified. Key inspection report Care homes for older people Name: Address: South Church (Gloria) Nursing Home Limited 21 Auckland Road South Church Bishop Auckland Co Durham DL14 6SP     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: Tom Moody     Date: 1 7 0 9 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 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) 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 Older People Page 3 of 24 Information about the care home Name of care home: Address: South Church (Gloria) Nursing Home Limited 21 Auckland Road South Church Bishop Auckland Co Durham DL14 6SP 01388604055 01388451268 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Gloria Healthcare Limited care home 38 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: The maximum number of service users who can be accommodated is: 38 The registered person may provide the following category of service only: Care Home with Nursing, Code N. To service users of the following gender: Either. Whose primary care needs on admission to the home are within the following category: Old age, not falling within any other category, Code OP, maximum number of places 38 Date of last inspection Brief description of the care home South Church Care Home provides both nursing and residential care to service users. The home has twenty-nine single bedrooms and four double rooms. There are no ensuite facilities; toilets and bathrooms are provided throughout the home, some are equipped with specialist equipment to provide additional support during personal care. The home is set over two floors; there is a dining area and lounge on each floor. There is a patio garden area to the upper floor of the home and a large car park on the ground floor. Care Homes for Older People Page 4 of 24 Over 65 38 0 1 8 0 9 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 Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: The quality rating for this service is two star. This means the people who use this service experience good quality outcomes. Before the visit we looked at information we have received since the last visit in September 2007 and and from the Random visit we carried out on 17 July 2009 how the service has dealt with any complaints since the last visit any changes to how the home is run the providers view of how well they care for people. The Visit An unannounced visit was made on 17 September 2009 During the visit we talked with people who use the service, relatives, staff, the manager and visitors saw residents having a meal and looked at how staff support the people who live here looked at information about the people who use the service and how well their needs are met looked at other records which must be kept checked that Care Homes for Older People Page 5 of 24 staff had the knowledge, skills and training to meet the needs of the people they care for looked around parts of the building to make sure it was clean, safe and comfortable checked what improvements had been made since the last visit We told the manager what we found. 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. Care Homes for Older People Page 6 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 7 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 8 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 service users needs are accurately assessed and the home can meet those needs Service users have information they need to make choices and a service users guide is available containing all the necessary information. Service users can make a trial visit and are able to make an informed choice about coming into the home. Evidence: The assessment of service users needs takes place before admission. There is a good assessment of service users physical, mental, spiritual and social needs in their care plans. This contains information from care specialists from many different disciplines. The home has a good service users guide that contains all of the necessary information. The cost of extras, such as hairdressing is stated. It is written in a style which may not be accessible to all. The service providers self-assessment says that all prospective new clients and their families and friends are encouraged to come and view the home, if they are able, Care Homes for Older People Page 9 of 24 Evidence: before admission. Care Homes for Older People Page 10 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. Each person has a detailed plan, which explains how their care they will be given and peoples health care needs are met. The homes policies and procedures for dealing with medication protect service users. Service users feel that they are treated with respect by the staff Evidence: There is a good assessment of service users physical, mental and social needs in their care plans. This contains information from care specialists from many different disciplines. Records in the care plan indicate service users have access to health services such as hospital specialists, doctors, dentists and other practitioners. A chiropodist was visiting the home at the time of the site visit. Clear medication records are kept. Staff were seen giving out medicines and this was done correctly and safely. Medicines are stored safely in appropriate cabinets. A drug fridge is available in the clinical areas. Staff spoke to service users respectfully and allowed service users time to make Care Homes for Older People Page 11 of 24 Evidence: choices. Service users were well dressed in appropriate clothing and were well groomed. This enhanced the dignity of service users. Staff always knocked before entering bedroom doors to preserve the privacy of service users. Care Homes for Older People Page 12 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. The homes provision matches service users recreational, social and cultural needs, and helps them maintain contact with the surrounding community. They are able to exercise choice and control over most aspects of their lives. Although they enjoy nutritious and appetising food a wider choice should be available. Evidence: Menus show that service users have a choice of hot meals. Staff were seen to be offering menu choices during the meal but the choice was between two chicken dishes (roast chicken or chicken casserole. This did not seem like a real choice although staff said alternatives were available if people did not like chicken. Desert was Jam Roley Polly or fruit and iced cream. The food that was served looked appetising. Service users said the food was nice or alright. There did not seem to be sufficient room on the hot-trolley top to serve the meal and staff were having to put containers on the floor. Service users were supported well by staff during the meal if they needed assistance. The kitchen is reasonably well equipped although the bench mounted tin opener was rather worn. It was stocked with a variety of foodstuffs and ingredients including fresh vegetables. Care Homes for Older People Page 13 of 24 Evidence: Service users rooms reflect their choices, lifestyles and interest and contained personal items and photographs. Staff engaged in small scale activities with service users. A quiz was taking place on the morning of the site visit. There is an activities and entertainment programme and service users were also taking part in small scale activities. Several innovative activities have taken place such as a cheese tasting and an introduction to exotic pets. Several service users told the inspector they had enjoyed this. Service users are able to go to local amenities and there were photographs on display of a recent visit to a local pub. Care Homes for Older People Page 14 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. The service users and relatives know how to raise issues and they are confident staff and managers will act on their concerns. Training and procedures ensure service users are protected. Evidence: The service providers self-assessment says that, We respond promptly and efficiently to complaints, The manager said she held regular surgeries but service users and relatives can contact her at any time. there were notices posted in the home that confirmed this. The were no recorded complaints in the complaints book. The manager said that staff have received training in Protecting Vulnerable Adults (POVA) and they had a good awareness of these issues. This was confirmed by training records. Recruitment records indicate all pre employment checks are carried out including Criminal Records Bureau, POVA list and previous employers references. Care Homes for Older People Page 15 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 adequate 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 largely safe and comfortable environment with good access to all areas. The home is very well equipped in most respects, and well furnished. It is spacious, clean in most respects and meets most of the service users needs Evidence: The defects identified in the recent random report have been largely addressed although there are some outstanding issues. The linings on store cupboard doors has been tested and does not contain any hazardous substance. All cupboard and clinical storage areas are securely locked. Some shower and toilet rooms still need refurbishing. There is still an open junction box in one shower area. Some of the problems with the plumbing remain and some leaks have not been stopped.The staff toilet still leaks when it is flushed. Some toilet and bathing areas have flooring which is not properly sealed. This should be within the scope of a reasonably skilled handyman and so should be addressed without further delay. The home is well ventilated and warm. The faulty ventilators have been refurbished and are working well. The sluice areas are slightly improved but there is still odour in these areas. The sinks are still stained although not so badly as in the previous visit, however they should be kept clean. Care Homes for Older People Page 16 of 24 Evidence: There was no excessive noise and the atmosphere was calm. There is a good standard of equipment such as mobile and fixed hoists, and specialist beds. A suitable call system has been installed and all bedrooms now have call buttons. The care staff of the home have come in during their off duty periods to help redecorate one of the lounges. This level of commitment is commendable. There is ample parking space and a raised patio area with views of the surrounding village. 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. The staffing of the home meets service users needs. They are supported in a safe manner, by staff who are properly recruited, and have the appropriate training. Evidence: Staff rotas were seen and there were a suitable amount of staff on duty at the time of the site visit. Service users needs were met, call buzzers were answered within a reasonable time and care was given in an unhurried manner. The current manager acknowledged that induction of staff had been below standard in the past. She said they were all to receive an induction, and training, and records confirmed this. Staff records indicate all pre employment checks are carried out including Criminal Records Bureau, Protection Of Vulnerable Adults list and previous employer references. Staff are receiving more training and a list of this was on the notice board. Training records are being kept in a systematic way to ensure all staff are up to date in their training needs. Care Homes for Older People Page 18 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 by an experienced, and qualified person who has service users interests at heart. The home is run in the best interests of service users. They are kept safe and their welfare and rights are protected by good record keeping and the promotion of good practise Evidence: The manager is an experienced nurse and manager. She is ably supported by the homes administrator. Discussions with them reveal they are knowledgeable about the client group and well motivated. The development of the home and the pace of improvements are limited by restrictions in income but the manager is receiving good support from the management company appointed by the receiver. The latest Regulation 26 visit report, by the management companies, was available in the home. this confirmed their engagement and that there was a development plan for the home. The manager says she has an open door policy. There are posters on display stating Care Homes for Older People Page 19 of 24 Evidence: that she is available. Service users personal allowance is kept on an appropriate system. The manager has identified the most pressing needs of the home and has started a programme of improvements including training and supervision for staff. Records confirm this. staff meetings also take place. Staff feel supported and they are enthusiastic about recent changes. Staff have a good awareness of heath and safety and service user records contain good risk assessments, including falls. Care Homes for Older People Page 20 of 24 Are there any outstanding requirements from the last inspection? Yes R No £ 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 1 26 13 Suitable hand washing 31/08/2009 facilities must be available in the sluice areas. To prevent the spread of infection and bio hazard, suitable hand washing facilities should be available in sluice rooms and staff should use these facilities correctly. 2 26 13 Effective disposal machines must be availabe in each sluice. To ensure effective infection control and prevent hazards to staff and service users, effective disposal methods must be available to deal with for sanitary waste. 30/09/2009 Care Homes for Older People Page 21 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 1 19 23 The premises must be kept in a good state of repair. Routine maintenance should be carried out and a record kept. The home should be well maintained to ensure service users safety and well being. 06/11/2009 2 21 23 Toilets and showers should be in working order. plumbing should not leak, floors should be adequately sealed and there should be no open electrical connections in these areas. Toilets and showers should be adequate and functional to ensure service users safety and well being. 02/12/2009 3 26 13 Adequate sluicing facilities 06/11/2009 should be provided including hand washing facilities for staff. Adequate sluicing facilites Care Homes for Older People Page 22 of 24 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 and handwashing arrangements should be made to avoid infection hazards to staff, service users and other occupants of the home. 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 14 A wider choice of meal should be offered rather than the same food cooked in slightly different ways. this is not real choice. It is important for service users well being to allow autonomy and choice. Worn kitchen utensils should be replaced and a larger surface procured to allow service users meals to be served correctly. 2 15 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). 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. 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