Care Home: The Croft Care Home

Similar services:

• Shadon House
• Northview Lodge Nursing Home
• Abbotts Court
• Westerleigh
• Bridge View Care Home
• Durban House
• Tweedmouth House
• Woodhorn Park

What the care home does well There are good arrangements in place for meeting the residents` social and recreational needs. The home has a stable workforce which provides stable environment and consistent practices for the residents. The home continues to provide good information to the general public and prospective residents. This includes a comprehensive service user guide, which is supported by the home`s own website which provides further information about the home and the services they provide. The home provides good quality food and the residents have commented positively on the food and the choices that that are available to them. What has improved since the last inspection? At the last inspection, one requirement was placed on the registered manager regarding the unsatisfactory procedures for the administration of medicines. The manager has taken appropriate action to address the issues. A suitable device has now been fixed to the kitchen back door to prevent flies from entering the kitchen when the door is open. What the care home could do better: The manager was advised to re-examine the definition of complaints as the complaints record shows that home has not had any complaints for several years. As the home is providing care for people with dementia, the manager is to ensure that all staff have training in Deprivation of Liberty Safeguards. On arrival at the home at 06:45 it was noticed that 5 residents were sat in their wheelchairs and lined up along the corridor waiting to go into the dining room for their breakfast. Some were dozing off in their chairs as they have been there for some considerable time. At 07:20 they were still sat in their wheelchairs along the corridor. This is considered poor practice and should cease. Key inspection report Care homes for older people Name: Address: The Croft Care Home 12B Ettrick Grove Sunderland Tyne And Wear SR4 8QE     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: Sam Doku     Date: 1 9 0 4 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 26 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 26 Information about the care home Name of care home: Address: The Croft Care Home 12B Ettrick Grove Sunderland Tyne And Wear SR4 8QE 01915284668 01915202629 enquiries@croftcarehome.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Clovely Care Ltd Name of registered manager (if applicable) Mrs Moyra Metcalfe Type of registration: Number of places registered: care home 30 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category physical disability sensory impairment Additional conditions: The maximum number of service users who may be accommodated is: 30 The registered person may provide the following category of service only: Care home only - Code PC. To service users of the following gender : Either Whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category - Code OP, maximum number of places 30. Dementia - Code DE, maximum number of places 30. Physical disability - Code PD, maximum number of places 5. Sensory Impairment - Code SI, maximum number of places 2. Date of last inspection Care Homes for Older People Page 4 of 26 Over 65 0 30 0 0 30 0 5 2 Brief description of the care home Care Homes for Older People Page 5 of 26 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 of this service is 2 Star. This means the people who use the service experience good quality outcomes. The inspection was unannounced and commenced on 19 April 2010 and completed on the same day. Before the visit the inspector looked at: Information we have received since the last inspection visit. How the home dealt with any complaints and concerns since the last inspection. Any changes to how the home is run. The views of the people who use the service. During the visit the inspector did the following. Talked to the people who use the service, the manager, the new owner and the staff. 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 staff have the knowledge, skills and training to meet the needs of the people they care for. Looked around the home to make sure it is safe Care Homes for Older People Page 6 of 26 and secure. Checked what improvements have been made since the last inspection. The inspector told the manager and the owner what he 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 the 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 7 of 26 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 26 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 26 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Prospective residents needs are assessed before they are admitted to the home. This ensures that their needs are identified. This ensures that the needs are met when they start to receive care. Evidence: The inspector looked at care plans and files belonging to three residents. The information in the files and the care plans show that assessments are carried out by the home, and also by the social worker before admission is arranged. The initial assessments by the home and or by the social worker are then used as the basis for writing up the care plans for the individuals. Since the last inspection, a new provider has taken over the running of the home. The new owner has contracts in place and these are issued to residents after their trial period. All the residents have copies of the service user guide which provides excellent information about the home and the service that the home provides. Copies of these Care Homes for Older People Page 10 of 26 Evidence: were freely available in the home for visitors to see. The home continues to maintain its website under the new ownership. The website provides excellent information to the general public about the home and the service they provide. It is the homes policy to invite prospective residents to view the home and to assess it for themselves before making up their mind about coming to live at the Croft. At the time of the inspection, a relative came to view the home on behalf of a prospective resident and she used the occasion to talk to the staff and ask staff questions. Care Homes for Older People Page 11 of 26 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. The residents receive care that is consistent with their needs. The residents are treated with dignity and their right to privacy is respected. Evidence: The residents were spoken with about the arrangements that are in place to make sure that their healthcare needs are met. The residents said that they have access to healthcare facilities including visits from their GPs and other healthcare professionals. The residents files provide details of the healthcare support that each individual resident gets. The daily report records also show entries of visits by healthcare professionals. Some of these include GPs, chiropodists, dentists, opticians, dietitians, district nurses, psychiatrist and other healthcare professionals. The care plans continue to be regularly reviewed, re-evaluated and further developed to make sure that they continue to identify individual needs. The care plans are generally well written and provide good information for staff to follow when providing Care Homes for Older People Page 12 of 26 Evidence: specific care tasks. However, a number of these care plans have not been dated or signed by the person writing them. This was bought to the attention of the manager and the owner of the home. The home has detailed written policies on the storage and administration of medicines. The manager confirmed that the staff who are responsible for the administration of medicines have received up to date training on safe handling of medicines and they and follow the homes medication policies. A random inspection of the medicines administration system shows that the poor practices identified in the last inspection report have been addressed. Recording sheets have been appropriately signed and there were no discrepancies in the stocks that were checked by the inspector. The interaction between staff and residents continue to be good. The inspector spoke to residents about this and also he observed the interaction between staff and residents. Residents said that they are treated with respect and dignity. The inspector observed that the staff were polite, courteous, friendly and professional in the way they related to the residents. Care Homes for Older People Page 13 of 26 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 adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The residents enjoy meaningful and fulfilling social and recreational activities. However, the practice of leaving residents in wheelchairs along the corridors compromises their dignity and choice. Evidence: The dining room is pleasantly decorated and furnished and provides a comfortable setting for the residents. The breakfast arrangement was very flexible and the residents had their breakfast more leisurely. The tables were appropriately set and residents had their breakfast in pleasant and comfortable setting. The residents were given plenty of time to enjoy their breakfast and people who require help from staff with the meals were given that support in ways that preserved their dignity. The manager and the cook both confirmed that choice of breakfast is available to all the residents. The inspector observed that some residents had continental type breakfast whilst others had cooked breakfast. Residents described the food that is provided in the home as excellent and they commented on the choice of menus that they get. The residents confirmed that there is always something to do and the staff do Care Homes for Older People Page 14 of 26 Evidence: organise activities for them. Residents also confirmed that there is no set time for going to bed or when to rise. Some residents said they get up and go to bed when they want. On arrival at the home at 06:45 it was noticed that 5 residents were sat in their wheel chairs and lined up along the corridor waiting to go into the dining room for their breakfast. Some were dozing off in their chairs as they had been there for some considerable time. At 07:20 they were still sat in their wheelchairs along the corridor. The inspector pointed this out to the manager and the provider who both agreed that this was poor practice and they would ensure that the staff are made aware of this. They both said that steps would be taken to make sure that such institutional practice ceases. Care Homes for Older People Page 15 of 26 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. Residents and relatives have information about complaints procedure, thus promoting their right to express concerns about the service if necessary. Some staff have received Deprivation of Liberty Safeguards training but this should be extended to all staff so as to fully protect the rights of the residents. Evidence: The home has good complaints procedure in place. The complaints procedure is posted in the reception area and a summary of the procedure is in the service user guide. The manager indicated the complaints procedure is available in large print and also in audio format for those who need it. The manager indicated that there has been no complaints received in the past few years. However, the inspector advised again on this inspection for the the manager to ensure that there is a clear definition of what constitutes a complaint or concern so that staff would know which complaints and concerns are to be recorded in the complaints book. The owner indicated this would be looked at to make sure that genuine complaints are records and records maintained. Since the last key inspection, nine care staff have had training in Mental Capacity Act and Deprivation of Liberty Safeguards. Arrangement are being made for all staff to receive this training. Care Homes for Older People Page 16 of 26 Evidence: The manager stated that all the staff have had training in safeguarding adults. Staff who were spoken with were familiar with the homes policy on safeguarding vulnerable people. It is the homes policy for the staff not to be involved in the management of residents monies. Residents monies are handled by relatives or the local authority if the person has no relative to act on their behalf. Care Homes for Older People Page 17 of 26 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 safe, secure, warm and pleasant environment for the residents. Evidence: The home is clean and maintained to a good standard. The bedrooms that were visited were clean and personalised, reflecting individual tastes and preferences. Residents have been encouraged to furnish their rooms with personal items which enhanced the homeliness of their rooms. Individual rooms have good ventilation and natural lighting. The residents described their rooms a comfortable and meeting their needs. Window restrictors have been fixed to all windows for safety, and all radiators have suitable covering to prevent any accidents to the residents. There are spacious communal areas including a conservatory for the residents use. Checks of hot water at randomly selected bathing outlets confirmed that hot water did not exceed the safety level of 43 degrees centigrade. There are good arrangements in place for regular maintenance work in the home and upkeep of home and the garden. The home has suitable infection control policies in place. Staff have had training in infection control and records show that the home has adhered to effective infection control procedures. Care Homes for Older People Page 18 of 26 Evidence: The kitchen was noted to be clean and maintained to a good standard. There is a cleaning rota showing how the domestic staff keep up with the cleaning activities in the kitchen. Records relating to food temperatures and other food hygiene measures are maintained. The laundry was found to be well ordered, and appropriate COSSH notices are in place. The laundry machines are suitable for cleaning foul linen. There are good infection control measures in place. The care staff are responsible for laundry activities, and are knowledgeable about how to prevent the spread of infection. Care Homes for Older People Page 19 of 26 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 levels are satisfactory and promote the safety and welfare of the residents. Evidence: The home employs sufficient number of staff to meet the needs of the residents. Staff were spoken to about the staffing levels in the home and they all feel that there is adequate number of care staff on duty at all times. The manager and the owner both indicated that the laundry and domestic hours are under consideration to be reviewed with the view to possibly employing a laundry assistant and an increase in the domestic hours. Staff records show that the staff have received training in moving and handling, first aid, protection of vulnerable adults, fire safety, food hygiene and health and safety training. However, the way the staff training record was compiled, it was difficult to established which staff member is due for a refresher training on mandatory training. The manager and the new owner have indicated that they would review the training record to make sure that the information about staff training is easily accessible. The file for the most recently employed staff was examined to check on the recruitment process by the manager. The file shows that the home continues to follow good recruitment procedures. The file contains completed job applications, copy of job Care Homes for Older People Page 20 of 26 Evidence: description, appropriate references, evidence of CRB checks and record of induction and training, although induction record was not available to the inspector for verification as this is kept by the staff member. Care Homes for Older People Page 21 of 26 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 a qualified and experienced person, and runs the home for the benefit of the residents. Evidence: The observations made in the last key inspection report in this outcome area remain unchanged. The registered manager has long experience of managing a residential care home. Staff and residents commented that the manager is well respected by all the staff, relatives and residents, and she is always available to them. Staff were equally very complimentary about the new owner and the support that she provides the staff and the residents. The owner was described as very caring and know what our problems are. She is always here to make sure that things run well. The staff feel well supported by the owner and the manager. There are suitable arrangements for care staff and other ancillary staff to receive oneto-one supervision from the manager. Staff records show that the manager provided individual supervision to care staff. The staff commented that they find the supervision Care Homes for Older People Page 22 of 26 Evidence: sessions useful. The company Health and Safety policies remain in place. These cover policy areas such as fire prevention and Care of Substances Hazardous to Health (COSHH), protection of vulnerable adults, infection control, dealing with violence, disposal of clinical waste and record keeping. There is evidence that staff adhere to the policies as set by the company. Servicing records confirm that all portable appliances have been tested. A record is maintained of regular water temperature tests in the home. Regular servicing of fire equipment, passenger lift, bath lifts and hoists, gas and electrical appliances have been carried out by the contracted companies. All the servicing records that were examined were up to date. These included servicing of passenger lift, hoists, water treatment, electrical installation and gas servicing. Care Homes for Older People Page 23 of 26 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 24 of 26 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations 1 2 7 12 All care plans and reviews should be dated and signed by the person undertaking the task. The practice of leaving residents in the wheel chair on the corridor waiting to be taken to the dining room should cease. This is an institutional practice that should not be entertained by the manager. The registered manager should make it clear what constitutes a complaint and a concern so that staff can appropriately record these as they are expressed by residents, relative of visitors to the home. Deprivation of Liberty Safeguards training should be extended to all staff who work in the home. 3 16 4 17 Care Homes for Older People Page 25 of 26 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 26 of 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!