Care Home: The Charlton Centre for Alzheimer`s and Dementia Care

What the care home does well The home is well managed and run in the best interests of the people who live there. There is a very welcoming atmosphere and visitors were arriving throughout the day. The people who live at the Charlton Care Centre said they are very happy. People said they enjoy living there and said the staff do what people want in the way each individual prefers. One person said the staff `... take good care of me and look after me.` One person said they are very happy with the care and support they receive and the staff are excellent. Another said that the home`s staff provide `Care and kindness, good food and cleanliness.` Relatives also said they are very pleased with the care and support their family member receives from all the staff. People who live at the home said they are looked after well by the staff, they like it there and are happy and settled. One person, who completed our survey on behalf of someone who lives at the home, said they `Cannot speak too highly of staff, manager (and) nurse in charge of Cedar Unit` adding that they are `...totally dedicated, caring and very helpful.` The pre-admission assessments are thorough and make sure the home can meet people`s needs. The staff understand the needs and preferences of all the people who live at the home. People`s health is looked after and the staff have the skills and experience they need to do this. Everyone said that staff listen to them, and act on what they say. Visitors said they are always welcomed. The home employs an activities co-ordinator and there is a planned activity programme, which is designed to be flexible and meet each individual`s needs. For example, some people enjoy activities with a group of people, such as watching a film, while others prefer individual activities such as reading or having a beauty treatment. People said they like the meals. When people needed some assistance at mealtimes it was offered discreetly and at the person`s own pace. Mealtimes are protected, which means that people and staff are not interrupted and medicines are offered after people have finished their meals. There is good and friendly interaction between the people who live at the home and the staff. There were enough staff on duty to make sure they have time to spend with people in conversation as well as supporting people to take part in individual and group activities. All the staff said they enjoy working at the Charlton Care Centre and felt they were well supported by their manager. They all said the training is good and helps them to do their job well.The complaints and adult protection systems work well and people said they feel safe and understand what to do if they have a concern. The home is clean and well maintained and everyone we spoke to said the home is always kept fresh and clean. What has improved since the last inspection? The plans show that, where possible, the individuals and their families are now involved in developing and reviewing their plans. The plans we looked at also included a personal history of the individual; this gives staff a basis for understanding the individual better and help them to provide more person centred care. All of the medicines we checked were accurate, and staff had signed the medicines administration record charts on every occasion that a dose of medicine was offered. This confirms that staff are following the correct medicines administration procedures. The adult protection procedures have been improved, to make sure that people are kept safe. What the care home could do better: At the time we visited, six of the seventeen care staff had achieved a National Vocational Qualification (NVQ) in care at level 2 or 3 and two staff had almost completed the award. More staff need to complete an NVQ, in order to make sure the home has a well trained and qualified staff team. Key inspection report Care homes for older people Name: Address: The Charlton Centre for Alzheimer`s and Dementia Care Carlinghow Hill Batley West Yorkshire WF17 0AE     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this full review a ‘key’ inspection. Lead inspector: Liz Cuddington     Date: 1 6 0 6 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 28 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for 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 28 Information about the care home Name of care home: Address: The Charlton Centre for Alzheimer`s and Dementia Care Carlinghow Hill Batley West Yorkshire WF17 0AE 01924473333 01924444344 carlinghownh@btconnect,com Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Charlton Care Homes Ltd Name of registered manager (if applicable) Type of registration: Number of places registered: care home 67 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia Additional conditions: The maximum number of service users who can be accommodated is: 67 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 categories: Dementia Code DE Date of last inspection Brief description of the care home The Charlton Centre for Alzheimers and Dementia Care, previously known as Carlinghow Nursing Home, is registered to provide care and accommodation for up to sixty-seven older people with a diagnosis of a dementia, who require specialist nursing care. The home is a large detached stone built property that was converted into a care home Care Homes for Older People Page 4 of 28 Over 65 0 67 Brief description of the care home from the former Batley General Hospital. The home has three floors connected by a passenger lift. The home is situated on Carlinghow Hill close to its sister home, Nightingale Cottage Nursing Home. Local amenities are within ten minutes walking distance and the home is well served by public transport. There is ample parking space at the home. Information about the home and the services provided are available from the home in the Statement of Purpose and Service Users Guide. Care Homes for Older People Page 5 of 28 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 stars. This means the people who use this service experience good quality outcomes. We have reviewed our practice when making requirements, to improve national consistency. Some requirements from previous inspection reports may have been deleted or carried forward into this report as recommendations, but only when it is considered that people who use services are not being put at significant risk of harm. In future, if a requirement is repeated, it is likely that enforcement action will be taken. The weekly fees the home charges start at four hundred and eight pounds and forty pence for EMI residential care. Different charges apply for EMI nursing and challenging behaviour, and all or part of some peoples fees are health authority funded. The purpose of this inspection was to assess the quality of the care and support Care Homes for Older People Page 6 of 28 received by the people who live at Charlton Care Centre. The visit to the home was carried out over two days by one inspector. The methods used to gather information included conversations with the people living at the home, their relatives and the staff as well as looking at care plans and examining other records. We received the homes self-assessment questionnaire before the inspection visit. We also received five surveys from people who live at the home and four from the homes staff. These gave us a lot of useful information about the home and helped us plan the visit. Care Homes for Older People Page 7 of 28 What the care home does well: The home is well managed and run in the best interests of the people who live there. There is a very welcoming atmosphere and visitors were arriving throughout the day. The people who live at the Charlton Care Centre said they are very happy. People said they enjoy living there and said the staff do what people want in the way each individual prefers. One person said the staff ... take good care of me and look after me. One person said they are very happy with the care and support they receive and the staff are excellent. Another said that the homes staff provide Care and kindness, good food and cleanliness. Relatives also said they are very pleased with the care and support their family member receives from all the staff. People who live at the home said they are looked after well by the staff, they like it there and are happy and settled. One person, who completed our survey on behalf of someone who lives at the home, said they Cannot speak too highly of staff, manager (and) nurse in charge of Cedar Unit adding that they are ...totally dedicated, caring and very helpful. The pre-admission assessments are thorough and make sure the home can meet peoples needs. The staff understand the needs and preferences of all the people who live at the home. Peoples health is looked after and the staff have the skills and experience they need to do this. Everyone said that staff listen to them, and act on what they say. Visitors said they are always welcomed. The home employs an activities co-ordinator and there is a planned activity programme, which is designed to be flexible and meet each individuals needs. For example, some people enjoy activities with a group of people, such as watching a film, while others prefer individual activities such as reading or having a beauty treatment. People said they like the meals. When people needed some assistance at mealtimes it was offered discreetly and at the persons own pace. Mealtimes are protected, which means that people and staff are not interrupted and medicines are offered after people have finished their meals. There is good and friendly interaction between the people who live at the home and the staff. There were enough staff on duty to make sure they have time to spend with people in conversation as well as supporting people to take part in individual and group activities. All the staff said they enjoy working at the Charlton Care Centre and felt they were well supported by their manager. They all said the training is good and helps them to do their job well. Care Homes for Older People Page 8 of 28 The complaints and adult protection systems work well and people said they feel safe and understand what to do if they have a concern. The home is clean and well maintained and everyone we spoke to said the home is always kept fresh and clean. 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 9 of 28 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 10 of 28 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them 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. People are assessed before they are admitted to the home, to make sure their needs can be met. Evidence: People said that they were given enough information about the home before deciding to move in. The Service Users Guide has recently been updated, to make sure people have the most recent information about the home. This guide and the homes Statement of Purpose are available in large print. Where possible the home encourages people and their families to visit and talk to the people who already live at the home, their relatives and the staff. The manager invites them to come and spend time at the home, share a meal and maybe take part in the days activities. This means that the homes staff can get to know the persons needs and the individual has the information he or she needs to make a decision. Care Homes for Older People Page 11 of 28 Evidence: Before moving in, the manager visits people to assess their needs, to make sure that the home is able to meet their needs. This assessment, as well as Social Services needs assessments when available, forms the basis for the individual plan of care and support. Care Homes for Older People Page 12 of 28 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. Peoples personal and healthcare needs are met and people are protected by the medication administration systems. Staff treat people with respect, care and consideration at all times. Evidence: From observation and discussions with staff and people living at the home, it was clear that the staff are aware of each persons needs and preferences. The staff make sure they provide the help people need in the way they prefer. The care and support plans we looked at also showed that peoples health and personal care needs are being met in the way each person prefers. The plans cover every area of the individuals care needs. They all contain enough information to guide staff in how to care for and support each person. The deputy manager and staff are currently working on improving the plans, to make them clearer and easier to use. The aim is to make sure the plans are completely Care Homes for Older People Page 13 of 28 Evidence: person centred and that they follow good dementia care principles. The plans include risk assessments and management plans where someone uses bed rails, is at risk of falling, developing a pressure sore, becoming malnourished or any other area the staff feel may put the individual at any risk. Health care visits and treatments are recorded in detail and everyone who commented said they always receive the healthcare they need. We saw evidence to show that, where needed, specialist health care professionals such as the tissue viability nurse, are involved in peoples care. One person said the care and support they receive is excellent and other people we spoke with, and their relatives, all said they are very happy with the care and support the staff provide. The plans we looked at included a personal history of the individual. If the person, or their relatives, are willing to disclose information about themselves a life history, or information about their interests, can give staff a basis for understanding the individual better and help them to provide more person centred care. The care plans are evaluated every month. The plans show that, where possible, the individuals and their families are involved in developing and reviewing their plans. The staff confirmed that the care plans are kept up to date and the staff are always told about any changes to peoples health and well-being. The plans are very detailed, providing staff with all the information they need to support each individual. The medicines are kept safe and secure and the Medicines Administration Record (MAR) charts are securely stored. Most of the medicines are supplied by the pharmacy in a monitored dosage system, but some remain in the original packaging. The MAR charts, which must show clearly the quantities of medicines received and in stock for each person, were examined. The medicines supplied in the monitored dosage system appeared to be recorded accurately. The medicine trolleys were well organised and kept locked when they were unattended. The members of staff who administer the medication sign the MAR charts after offering each dose. We also observed that the nurse who was administering the medicines explained clearly to people what they were being offered and the reasons why they were taking Care Homes for Older People Page 14 of 28 Evidence: the medicine. This is good practice as it reassures people and makes sure they keep control over this part of their care. We checked some of the medicines that are supplied in their original packaging, to make sure the numbers that have been signed as administered tallied with the amounts received and the quantities remaining. All of the medicines we checked were accurate, and staff had signed the MAR charts on every occasion that a dose of medicine was offered. All of the staff who administer medicines have had training to keep their skills and knowledge up to date and the manager carries out regular medication audits. During the visit, all the staff were seen to treat people with respect and maintain their dignity. The people who commented said that they receive the care they need and are supported to maintain their independence for as long as they are able. Peoples relatives confirmed this. Everyone said the staff listen and act on what they say. Care Homes for Older People Page 15 of 28 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 are supported to take part in a range of activities. People are offered a good choice of meals to make sure their dietary needs and preferences are met. Evidence: The home employs an activities co-ordinator and there is a planned activity programme, which is designed to be flexible and meet each individuals needs. For example, some people enjoy activities with a group of people, such as watching a film, while others prefer individual activities such as reading or having a beauty treatment. Most people said there are sufficient activities but others said they would like more. On the afternoon we were there some people were watching the film Titanic on television, other people were reading, having a manicure or listening to music. People also enjoy doing jigsaws, going out for walks and visits to local parks, shops, pubs and cafes. The library service brings a selection of suitable books to stimulate peoples memories of their former life and give a subject for conversation. The activities co-ordinator and Care Homes for Older People Page 16 of 28 Evidence: staff arrange parties, knitting groups, craft sessions and gardening. At the front of the care and support plans there is a short personal history of the person; this gives staff an insight into the lives people have led previously. The activities co-ordinator and other staff are working on producing personal history books with each person and their families and friends. There is a memory box by each persons bedroom door; these contain items of importance to the person and can give a talking point. Staff spend a lot of time with the people who live at the home, and when they are writing their daily records the staff sit with people and have conversations with them. The catering staff know about about peoples particular likes and dislikes and make every effort to give people the foods they will enjoy. People on special diets, such as diabetics, are well catered for. The menus are discussed with people and their relatives, so that they can include the foods people particularly enjoy. Everyone said the food is very nice and they look forward to mealtimes. People told us that if they do not want the choices on the menu they can have something else. Mealtimes are protected, which means that people and staff are not interrupted and medicines are offered after people have finished their meals. People are offered hot and cold drinks and snacks throughout the day and staff can always make something for people at any time of the day or night. Each lounge/dining room has a kitchen area where staff can prepare drinks and snacks. There is a non-denominational Faith Room in the home and church services are held each month. The people who live at the Charlton Care Centre said they can do what they want, when they want. This confirmed our observations that the staff support people to live their life in the way they choose. Care Homes for Older People Page 17 of 28 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. People are aware of how to raise a concern or make a complaint if they are dissatisfied with the service. Staff have received suitable training and understand the adult protection policies and procedures, which makes sure that people at the home are safe. Evidence: Any complaints or concerns are recorded in a complaints file. The actions taken and the outcomes are recorded. Staff said they know what to do if anyone has concerns. The relatives said the home responds appropriately to any concerns. People said they know what to do if they have a concern or complaint and everyone said they felt safe at the home. The manager said she prefers to sort out any concerns quickly, before they become bigger issues. Her aim is to make sure people feel confident that they can approach her with any concerns they have. Newly employed staff are made aware of the homes whistle blowing policies and procedures, to be used if they suspect abuse or see examples of poor practice. We saw evidence that this procedure is properly implemented and any concerns raised by staff are listened to and acted upon in a sensitive manner. Care Homes for Older People Page 18 of 28 Evidence: All of the staff have had adult protection training and all the appropriate policies and procedures are in place to guide staff. The adult protection procedures have been improved, to make sure that people are kept safe. One safeguarding referral has been made to Kirklees Social Services adult protection staff during the last twelve months. Steps have been taken to minimise any risks and the appropriate healthcare professionals have been involved, along with the individual and their family. One long standing issue is still under investigation, but this is not about the care and support people currently receive from the staff at the Charlton Care Centre. Care Homes for Older People Page 19 of 28 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, 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 home provides a well planned, comfortable and well-maintained environment. Evidence: The home is clean, attractively decorated and well maintained and everyone we spoke to said the home is always kept fresh and clean. The layout of the lounge/dining room on Cedar Unit has been altered to make it more comfortable and more pictures and soft furnishings have been introduced. Both Cedar and Birch Units have quiet areas where people can sit who do not wish to watch the television. The quiet area on Birch had pleasant, relaxing music playing. Staff are employed to help look after the maintenance of the house and grounds as well as keeping the gardens tidy. People said they enjoy sitting outside in the garden which has seating and tables for people to use. The laundry is well equipped, hygienic and efficiently run. Protective gloves, antiseptic hand rub and aprons are available for staff to use when necessary, to support the homes infection control measures. On the day of our visit an infection control inspection was being carried out. The housekeeper was working Care Homes for Older People Page 20 of 28 Evidence: with the inspector and the outcomes were good, confirming our observations that the home maintains high standards of cleanliness and infection control. Care Homes for Older People Page 21 of 28 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent 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. Sufficient staff are employed to meet peoples needs and people are protected by thorough recruitment procedures, which ensures that staff are suitable to work with people who live at the home. Suitable training is provided to make sure staff have the skills and knowledge they require to be able to meet peoples needs. Evidence: The staff rotas, and peoples comments, confirmed our observations that there are enough staff on duty to meet peoples care, social and leisure needs. As the occupancy levels rise more staff will be employed, to make sure there are always enough staff available to support people and meet their needs. The staff confirmed that staffing levels are adjusted to meet peoples needs. Most people said there are always enough staff around and our observations confirmed this, although some people said that sometimes there could be more staff available especially to cover for sickness and annual leave. One persons relative, who visits regularly, said there are always enough staff available at all different times of the day. All new staff complete an application form and provide two written references. Criminal Records Bureau (CRB) and Protection of Vulnerable Adults (POVA) register checks are obtained and no new staff begin work until these checks have been Care Homes for Older People Page 22 of 28 Evidence: completed satisfactorily. The staff files we examined were well organised and confirmed that the recruitment procedures are thorough and safe. There is plenty of training available for staff. All the staff we spoke with said the training is good and keeps them up to date. The home keeps good records of staff training, which also shows when updates are needed. The deputy manager is responsible for making sure all the staff training is up to date and keeps staff aware of current good practice. As part of the process of updating the care and support plans, the deputy manager is arranging person centred planning and dementia care mapping training for all of the staff. The staff have all taken the mandatory health and safety and moving and handling training courses as well as additional, specialist training such as dementia care and continence care. All new staff complete induction training which meets the Skills for Care criteria. This gives them good basic training to help them do their job effectively, and provides a sound basis for taking a National Vocational Qualification (NVQ) course. At the time of our visit, six of the seventeen care staff had achieved an NVQ in care at level 2 or 3 and two staff have almost finished the level 2 award. Care Homes for Older People Page 23 of 28 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 safe and well managed, in the best interests of the people who live there. Evidence: The manager has the necessary experience and qualifications to manage the home, in the best interests of the people who live there. The manager attends training to keep up her professional development. The people who live at Charlton Care Centre and the relatives we spoke with all said they felt the home was managed well. The records and the staff confirmed that the staff have one to one supervision meetings with their line manager. Supervision meetings support staff to plan their personal and professional development and give them the opportunity to discuss any areas of concern in a confidential setting. The staff said that they are well supported and they work well together as a team. The Care Homes for Older People Page 24 of 28 Evidence: staff said they are kept up to date with any changes through written records and verbal communication. Peoples personal information is stored securely when it is not being used. The homes policies and procedures are up to date and provide relevant information to guide staff on how to act in every situation. All the regular health and safety checks for the home are carried out in a timely manner. These measures make sure that the health, safety and welfare of the people at the home is promoted and safeguarded. The home has a range of quality assurance systems in place, to help determine the quality of service the home offers. These include annual surveys for the people who live at the home, their relatives and health and social care professionals. The manager also makes sure she sees peoples relatives regularly, or contacts them if she is unable to see them face to face. The manager carries out regular audit checks on areas that include medication, the kitchen, dignity in care and training. The homes administrator keeps a careful check on any monies that the home looks after on behalf of people who live there. The manager carries out regular audits, to confirm that the records are accurate. The homes most recent Environmental Health inspection of the kitchen resulted in them being awarded four stars out of a maximum of five stars, for hygiene and good kitchen practice. At present there is one person living at the home who is subject to a deprivation of their liberty authorisation, under the Mental Capacity Act 2005. The safeguards and authorisation conditions have been met and, where relevant, peoples experience of the care they receive has been reflected in the appropriate part of the report. Care Homes for Older People Page 25 of 28 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 26 of 28 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations 1 28 More staff should complete a relevant NVQ award, in order to make sure the home has a well qualified staff team. Care Homes for Older People Page 27 of 28 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. 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