Care Home: The Bell Memorial Home

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What the care home does well People are assessed prior to admission. Care needs are assessed, kept under review and met. A professional survey received commented "End of life care is excellent" There is a varied range of activities in the home and community involvement is encouraged. People confirmed that they have a choice of good food. Complaints are listened to and acted on. Peoples comments and requests from meetings and surveys are acted on. One survey received by us from a person who uses the service commented " I like all the staff, I think they are wonderful". Another commented "They are excellent" There are robust recruitment procedures in place and staff files inspected had all the documentation required by our regulations. There is a comprehensive staff training programme in place. The home has attained the Investors in people award for the third time. One professional survey received was very complimentary on the management of the home commenting "This is a very happy safe and peaceful home. I would recommend this home and have done so often". One staff survey commented that "I feel that this is a good care home to work in and the staff work as a great team. The manager is always there for you to talk to, work related and personal" What has improved since the last inspection? New ceilings are being fitted and a new shower room is under construction. New cane furniture has been purchased for the sun room and two new nursing beds have been purchased. New flooring has been laid in the corridors. What the care home could do better: The home is functioning well in all areas and the management works hard to maintain an old building to a good standard. Key inspection report Care homes for older people Name: Address: The Bell Memorial Home 164 South Street Lancing West Sussex BN15 8AU     The quality rating for this care home is:   three star excellent 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: Sheila Gawley     Date: 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: The Bell Memorial Home 164 South Street Lancing West Sussex BN15 8AU 01903752020 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: maureen.bellmemorial@ntlbusiness.com The Bell Memorial Home care home 46 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 to be accommodated is 46 The registered person may provide the following category of service only : Care home only (PC) 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 (OP) Date of last inspection Brief description of the care home The Bell Memorial Home is a detached building which is set back off the main road, close to local shops, amenities and the sea front in Lancing. The home offers care and support to service users but is not registered to provide nursing care. The Bell Memorial Home is registered to provide accommodation for 46 service users in the category OP (Old age, not falling within any other category). The home offers separate sitting and dining rooms and additional areas where activities take place. A smoking and hairdressing room is provided on the ground floor. Twelve rooms provide en suite facilities. There is a well-maintained garden at the rear of the home. The registered manager is Mrs. Condick and the responsible individual for the home is Mrs. Gillian Care Homes for Older People Page 4 of 24 Over 65 46 0 Brief description of the care home Rodway. 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: three star excellent 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 site visit as part of the inspection process was carried out on 15/07/09. It was undertaken by a lead inspector from the Care Quality Commission and was facilitated by the registered manager Prior to the visit all files held by the commission, complaints and safeguarding issues were reviewed. The home had sent us their Annual Quality Assurance Assessment for the inspection, which gave us the information we needed on the home and any documents required on the day were made available. We were in receipt of ten surveys from people who use the service,four from staff and one from a professional. All expressed satisfaction with all aspects of the home. People who use the service and staff were spoken with on the day and surveys undertaken by Care Homes for Older People Page 6 of 24 the home were available. People who use the service spoken with stated that they are happy in the home and that they enjoy the food. All appeared happy were well dressed and the atmosphere in the home was relaxed. There is a varied activities programme in the home and people expressed satisfaction with the activities on offer. Staff spoken with on the day stated that they were happy working in the home and that the management was supportive. 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. Peoples needs are assessed prior to admission and information is available to them to help them decided if the home is able to meet their needs. Evidence: People who use the service are fully assessed prior to admission to the home. All medical and personal care need is assessed and recorded. This includes health needs, continence, mobility and communication. Social need is recorded. Four people who use the service were case tracked and their pre admission assessment was present in the care plans. The AQAA stated that they continue to meet this standard on preadmission assessment. People are encouraged to visit the home prior to admission. An up to date statement of purpose and service user guide is available. The home does not offer intermediate care. 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. People care needs are assessed and met and medicines are handled safely. Evidence: The AQAA stated that all needs are met and that independence is encouraged. All residents have a plan of care which is drawn up following full assessment. Four care plans were inspected and people were spoken with. The care plans contained information on health, personal, and social need and were person centered. There was evidence review and daily records. Risk assessments are in place in relation to pressure areas, moving and handling, nutrition, medication. End of life wishes are recorded. A professional survey received commented End of life care is excellent The survey also commented that the home offers holistic care.The home has close links with a local hospice and uses a nationally recognised end of life care package and a head carer is responsible for training staff in its use. Care Homes for Older People Page 11 of 24 Evidence: An optician visits and provides sight tests and glasses. Professional visits such as those from the general practitioner (GP) are recorded. One member of staff is responsible for ensuring people with visual or hearing impairment have their needs met. Aids and equipment is available as assessed such as pressure relieving equipment and hoists. Medicines are received, administered, and returned correctly. Medicine administration charts (MAR) inspected were up to date. There are policies and procedures in place for the management of medicines. Controlled drugs were correctly stored, recorded and were correct. New procedures are being put in place following a recent theft of some drugs from the home. This incident was reported to all agencies promptly. Care is carried out in a person centered way. Carers were observed offering care and assistance in a respectful and dignified manner. People who use the service spoken with all stated that care is offered as they wish. They look after us very well The care is beyond reproach The care is excellent 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. People enjoy the lifestyle in the home . They are consulted on and enjoy the food on offer in the home. Evidence: The AQAA states that people living in the home have choices in daily living and activities, that visitors are encouraged and that people who use the service are encouraged to go out into the community. The home has links with local schools and colleges and students visit the home. The activities coordinator has been away for some time and the care staff involve the people who use the service in activities. These include exercises, quizzes, board games,music appreciation, flower arranging and a gardening club. As well the in house activities trips out are encouraged. People can go for a walk on the beach. A therapist visits the home and offers aromatherapy,massage, reflexology and reiki. A hairdresser visits the home, there is a dedicated hairdressing room. Seasonal events are celebrated. There is a four week menu in place offering choice. People spoken with stated they enjoy the food. The cook review menus and takes comments from people who use the service into account.is newly appointed and will review menus. People who use the service who required help with their meal were assisted in an unobtrusive manner. Care Homes for Older People Page 13 of 24 Evidence: Surveys received from people who use the service commented They feed us well, I enjoy the food particularly. The meal seen served today was appetising, plentiful and nutritious. Frequent drinks were offered throughout the day. 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. Complaints are taken seriously and acted on. People are protected from abuse by the provision of policies, procedures and training. Evidence: There is a complaints procedure in place and it is on display. The service user guide also contains a copy of the complaints procedure. There have not been any complaints since the last inspection. People spoken with on the day stated that they could make concerns known to the staff and that things would be dealt with. They all stated that they did not have any reason to complain. Surveys received all commented that they knew how to make a complaint. There are policies and procedures in place in line with West Sussex Safeguarding Adults policies and procedures. All staff have had safeguarding adults training and this is updated annually. The AQAA states that there are policies and procedures relating to bullying, harassment, whistle blowing and disciplinary procedures in place. 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People live in a safe and well maintained home. Evidence: The Bell Memorial is an old building and the governors and registered manager work hard to maintain it to be a safe, homely and comfortable home for people who use the service. There are 34 bedrooms, eleven with en suite toilet facilities. Some beds have been replaced and two nursing beds have been purchased to facilitate care giving when people become ill. There is a comfortable sitting room, sun lounge and activities room. New cane furniture has been provided in the sun lounge. There are two dining rooms. The home was noted to be neat and clean throughout. Bedrooms are personalised according to peoples wishes. There is a large well maintained garden. New ceilings are being installed on the advice of the fire authority. There is a new bathroom on the top floor with a portable hoist. A further old bathroom is being refurbished to provide an accessible shower. There are plans to this to some other older bathrooms/toilets. Systems are in place for the servicing and testing of equipment and records are Care Homes for Older People Page 16 of 24 Evidence: available. The risk of Legionella is being monitored by an external company. 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service have their needs met by a well trained and motivated staff. They are protected by the homes recruitment procedures. Evidence: On the day of the inspection the manager was on duty supported by a deputy manager, administrator, a team of care staff. In addition there were house keeping, maintenance and catering staff to ensure the premises are kept clean and residents are provided with cooked meals, snacks and drinks throughout the day. People who use the service spoken to stated they were very happy with the care and activities provided.All staff receive a staff handbook One survey received from a person who uses the service commented I like all the staff, I think they are wonderful. Another commented They are excellent There are robust recruitment procedures in place and staff files inspected contained all the documentation required to ensure the protection of people who use the service. There was evidence of application forms with employment history. Criminal Records Bureau Clearance and Protection of Vulnerable Adults (POVA) check, two references, identity documentation, and photograph were all in place. Staff spoken with stated that this is a very supportive home to work in and they Care Homes for Older People Page 18 of 24 Evidence: confirmed training and supervision. One staff member stated This is happy supportive place to work, Lots of training. Another stated a supportive place to work it is good to be given responsibility She was responsible for medicines. Staff surveys received also had similar comments but one stated that sometimes issues are discussed in front of other staff that she felt should be done in private.The registered manager stated that she will deal with this in supervision. The home has its own training and assessment centre and offers training to their own staff and to staff form other homes in the locality. There is a mandatory staff training programme in place and staff files had evidence of training. Training includes Fire, moving and handling, infection control first aid, food hygiene, safeguarding adults, health and safety, loss of sight, diversity, anatomy of skin,medicines, end of life care, communication, diabetes, nutrition and dementia. Following training senior carers are given responsibility for areas such as receiving and recording medication, supervision, documentation and end of life care. There is induction in place and a workbook was seen. Staff spoken to demonstrated an awareness of safeguarding adults procedures. Senior care staff are receiving training in the mental capacity act and the Deprivation of Liberty Act. Nineteen out of thirty one carers have attained National Vocational Qualification (NVQ) Level 2 or above in care, which is over 60 . Twelve carers have attained NVQ Level 3 and four have attained NVQ Level 4. 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is well managed with the opinions of people who use the service are sought and acted on. The health safety and welfare of people is protected by the provision of training and policies and procedures are in place. Evidence: The registered manager is a registered nurse has many years experience in care. She has completed the registered managers award and has completed the Train the Trainers course. She is accountable to the executive committee as the home has charitable status. The AQAA states that the ethos of the home is to make the lives of people who use the service as meaningful as possible. Quality assurance systems are in place and people who use the service, their families and professionals are surveyed annually. The results of these surveys were available for inspection. The AQAA was completed and returned when we asked for it. It was comprehensive and contained the information we asked for. Accidents and incidents are reported to us promptly. Care Homes for Older People Page 20 of 24 Evidence: The home has attained the Investors in people award for the third time. People who use the service and staff spoken with all stated that the manager is very approachable and responds promptly to any requests. One professional survey received was very complimentary on the management of the home commenting This is a very happy safe and peaceful home. I would recommend this home and have done so often. One staff survey commented that I feel that this is a good care home to work in and the staff work as a great team. The manager is always there for you to talk to, work related and personal There is a three monthly evaluation of action planning, reviews and assessment systems. There are meetings for staff and people who use the service. Supervision is in place for staff and supervision records were seen. Staff spoken with confirmed that they receive supervision. The registered manager ensures that money for people who use the service is held securely and accurate records and receipts are kept. The registered manager ensures the health, safety and welfare of people who use the service and staff by the provision of mandatory training. Contracts are in place for equipment maintenance and utilities testing. 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 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. Care Homes for Older People Page 24 of 24 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. 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