Care Home: The Eyrie

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What the care home does well A good level of information about the home is provided to prospective residents and their families. There is a robust assessment procedure in place to make sure that anyone who comes to live in the home can have their needs met, this includes a full assessment of need carried out by the Manager or senior staff member. The care plans were completed in good detail and were individual to each person., information was included about activities and hobbies. Each person living in the home has an individual health action plan, and this ensures that peoples health care needs are addressed and attended to in the best way for that person. The home has good relationships with health care professionals and surveys returned to us provided evidence of this, with comments such as "committed to individual service users" and "some outstanding work over extended periods in supporting people". Advocates are used to assist people who have communication difficulties in making decisions about their lives, with decisions recorded and regularly reviewed. The staff assist people who live in the home to participate in activities that are interesting and stimulating. People are supported to be part of the local community through attending local clubs and churches as well as shops and other local facilities. People are able to meet with their family and friends as they wish. The home provides comfortable and safe accommodation for the people who live there, with suitable aids and adaptations to assist people in their daily lives. The furniture and fittings are of a good quality. The staff group were competent and had a good mix of skills and experience to enable them to provide the right sort of care for people. Training had been provided in all of the key areas and there was a training plan detailing the training to be provided in the future. More than 50% of staff had completed a National Vocational Qualification in Care. Staff comments received on staff surveys included "this service provides us with good training", " a very pleasant working environment, very caring toward individuals, excellent staff and managers". There is a thorough recruitment procedure in place, with all of the required checks carried out by the Head Office, with copies sent to the home manager. The people who live in the home are involved in the recruitment process in a way that is meaningful for them. The Registered Manager of this home is very experienced, qualified and competent, and runs the home in the best interests of the people who live there. She is supported by Senior managers of the organisation and by a committed, well established senior and staff team. What has improved since the last inspection? The home has improved its moving in and assessment process for new residents to ensure that peoples needs are able to be met appropriately, and that the person fits in with other people living in the home. People have improved support plans and risk assessments carried out by a trained person. The home has further developed care plans to make them more individual, and toinclude the person in the whole process of drawing up the plan, using photographs and pictures when appropriate. Everyone who lives in the home now has a health action plan. Staffing levels have been improved to all more time to support people in individual activities and hobbies. What the care home could do better: The home should continue to develop the individual care plans in a person centred way and ensure all staff have completed suitable training. The home should purchase a new controlled drugs book which is bound and has numbered pages. Inspecting for better lives Key inspection report Care homes for adults (18-65 years) Name: Address: The Eyrie The Eyrie Moresby Park Whitehaven Cumbria CA28 8XG     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Elizabeth Kelley     Date: 2 3 0 2 2 0 0 9 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. 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. Copies of the National Minimum Standards – Care Homes for Adults (18-65 years) 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 Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Adults (18-65 years) Page 2 of 24 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). 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 CSCI copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Adults (18-65 years) Page 3 of 24 Information about the care home Name of care home: Address: The Eyrie The Eyrie Moresby Park Whitehaven Cumbria CA28 8XG 01946599772 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): moresbyparks@walsingham.com Walsingham Name of registered manager (if applicable) Mrs Susan Palmer Type of registration: Number of places registered: Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 learning disability Additional conditions: 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: Learning disability - Code LD. the maximum number of service users who can be accommodated is: 6. Date of last inspection Brief description of the care home The services and care at The Eyrie are provided by Walsingham who have a number of homes for people with learning difficulties in Cumbria and throughout the Country. The Eyrie can accommodate six people who have a learning disability. The Eyrie is a detached dormer style bungalow with car parking facilities to the side of the premises. There is an enclosed garden area and patio to the rear of the home. The home is situated in Moresby Parks, a village off the West Coast of Cumbria. Built on Care Homes for Adults (18-65 years) Page 4 of 24 care home 6 Over 65 0 6 Brief description of the care home two floors the home has six single occupancy bedrooms, two of which are on the ground floor. The office is situated on the first floor. There are two toilets available on each floor, as well as a bathroom with specialist bathing facilities. The lounge, dining room, kitchen and utility room are on the ground floor. The current scale of charges are available from the manager of the service. A Handbook is available for prospective residents, and the latest Commission for Social Care Inspection report is made available on request. Care Homes for Adults (18-65 years) Page 5 of 24 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Individual needs and choices Lifestyle Personal and healthcare support Concerns, complaints and protection Environment Staffing Conduct and management of the home peterchart Poor Adequate Good Excellent How we did our inspection: This was an unannounced visit to the home, meaning that the manager and staff did not know that the visit was to take place. This visit was part of the key inspection of the home. A key inspection takes place over a period of time, and involves gathering and analysing written information, as well as visiting the home. During the visit we (Care Quality Commission) spent time with residents and the staff who were on duty during the day. Every year the manager is asked to provide us with written information about the Care Homes for Adults (18-65 years) Page 6 of 24 quality of the service they provide, and to make an assessment about the quality of their service. It also asks for information about plans to make any improvements to the service. This information, in part, is used to plan our inspection activity. Surveys were sent to residents, staff and health care professionals who visit the home, and the responses are included in this report. During the visit staff records and resident care records were viewed, alongside policies and procedures that the home works to. We looked around all areas of the home, including communal and individual accommodation. What the care home does well: What has improved since the last inspection? The home has improved its moving in and assessment process for new residents to ensure that peoples needs are able to be met appropriately, and that the person fits in with other people living in the home. People have improved support plans and risk assessments carried out by a trained person. The home has further developed care plans to make them more individual, and to Care Homes for Adults (18-65 years) Page 8 of 24 include the person in the whole process of drawing up the plan, using photographs and pictures when appropriate. Everyone who lives in the home now has a health action plan. Staffing levels have been improved to all more time to support people in individual activities and hobbies. 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 set out 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 Adults (18-65 years) Page 9 of 24 Details of our findings Contents Choice of home (standards 1 - 5) Individual needs and choices (standards 6-10) Lifestyle (standards 11 - 17) Personal and healthcare support (standards 18 - 21) Concerns, complaints and protection (standards 22 - 23) Environment (standards 24 - 30) Staffing (standards 31 - 36) Conduct and management of the home (standards 37 - 43) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Adults (18-65 years) Page 10 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, what they hope for and want to achieve, and the support they need. People can decide whether the care home can meet their support and accommodation needs. This is because they, and people close to them, can visit the home and get full, clear, accurate and up to date information. 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 the person 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. There are good systems in place to ensure that the staff can meet peoples needs appropriately when a person moves into the home Evidence: The service has a Statement of Purpose and Service User Guide which contains all of the necessary information about what the home provides. This is accessible in the home and to people considering using the service. There is a robust assessment procedure in place to make sure that anyone who comes to live in the home can have their needs met, this includes a full assessment of need carried out by the Manager or senior staff member. Adult Social Care also provide an assessment of need for the person when appropriate, which forms part of the overall assessment process. Staff have received training about assessments to improve the way these are carried out and how any prospective person may be introduced to the service. Care Homes for Adults (18-65 years) Page 11 of 24 Individual needs and choices 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 needs and goals are met. The home has a plan of care that the person, or someone close to them, has been involved in making. People are able to make decisions about their life, including their finances, with support if they need it. This is because the staff promote their rights and choices. People are supported to take risks to enable them to stay independent. This is because the staff have appropriate information on which to base decisions. People are asked about, and are involved in, all aspects of life in the home. This is because the manager and staff offer them opportunities to participate in the day to day running of the home and enable them to influence key decisions. People are confident that the home handles information about them appropriately. This is because the home has clear policies and procedures that staff follow. 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 living in this home are supported to live active and interesting lives of their own choosing. Evidence: Each person who lives in the home has a care plan which is individual to them. The staff use picture aids and photographs to work with people to draw up plans which are person centred and contain information about how people will be supported to live their life. The plans contained good examples of the support people received to take part in interesting hobbies, activities and holidays. Risk assessments are completed and are very much part of the care planning process. They are reviewed on a regular basis . The home has good relationships with health care professionals and surveys returned to us provided evidence of this, with comments such as committed to individual service users and some outstanding work over extended periods in supporting Care Homes for Adults (18-65 years) Page 12 of 24 Evidence: people. Advocates are used to assist people who have communication difficulties in making decisions about their lives, with decisions recorded and regularly reviewed. Care Homes for Adults (18-65 years) Page 13 of 24 Lifestyle 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 can take part in activities that are appropriate to their age and culture and 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 and the home supports them to have appropriate personal, family and sexual relationships. People are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. Their dignity and rights are respected in their daily life. People have healthy, well-presented meals and snacks, at a time and place to suit them. People have opportunities to develop their social, emotional, communication and independent living skills. This is because the staff support their personal development. People choose and participate in suitable leisure activities. 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 people who live in this home have good opportunities and support to live interesting and fulfilling lives. Evidence: The staff assist people who live in the home to participate in activities that are interesting and stimulating. People are supported to be part of the local community through attending local clubs and churches as well as shops and other local facilities. People are able to meet with their family and friends as they wish. The people who live in this home are involved in making decisions about all aspects of their daily life. The staffing levels in the home have recently improved to allow more time for individual support to people. Care Homes for Adults (18-65 years) Page 14 of 24 Personal and healthcare support 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 receive personal support from staff in the way they prefer and want. Their physical and emotional health needs are met because the home has procedures in place that staff follow. If people 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. If people are approaching the end of their life, the care home will respect their choices and help them to feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Each persons health and medication is carefully monitored ensuring that they have access to services that help to maintain good health. Evidence: Personal support is provided as detailed in peoples care plans and is individual to the person. People are supported and encouraged to make their own choices about all aspects of their daily lives. Each person living in the home has an individual health action plan, and this ensures that peoples health care needs are addressed and attended to in the best way for that person. The home has very good relationships with health care professionals, and one comment we received was excellent standard of care in very difficult circumstances. People who live in the home have access to all of the usual community health services, with dental services in particular improving for people. All staff in the home had received medication training, and the stocks and records of medication checked on the day were correct. However it was noted that they did not have a suitable controlled drugs book in place, and we have recommended that they Care Homes for Adults (18-65 years) Page 15 of 24 Evidence: purchase one. This will ensure that any controlled drugs stored in the home are properly recorded and accounted for. Care Homes for Adults (18-65 years) Page 16 of 24 Concerns, 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. Their concern is looked into and action taken to put things right. The care home safeguards people from abuse, neglect and self-harm and takes action to follow up any allegations. 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. Staff have a good knowledge and understanding of how to safeguard and protect people from abuse and promote their wellbeing Evidence: The home has a good complaints procedure that people who live in the home are aware of and are assissted to use when required. All concerns and complaints are recorded and the outcomes of any investigations are also recorded. There are robust procedures in place to protect people from harm, and staff working in the home have received training about what constitues abuse, and what to do if they suspect anyone is being abused. Staff also recieve training about behaviour that may be challenging, and how to respond appropriatley, and keep people safe. Staff were familiar with behaviour management plans that were in place, which makes sure that people recieve the correct support. There are policies and procedures in place to make sure peoples money and financial affairs are looked after in a suitable way. Care Homes for Adults (18-65 years) Page 17 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, comfortable, 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. People have enough privacy when using toilets and bathrooms. 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 clean, safe and comfortable accommodation for the people who live there. Evidence: The home provides comfortable and safe accommodation for the people who live there. There are suitable aids and adaptations to assisst people in their daily lives. The furniture and fittings are of a good quality. The people who live in the home are involved in all decisions about how the home is decorated and furnished. Bedrooms are decorated to meet the individual persons tastes and interests, and when able people hold their own door keys. There is a plan in place to ensure the environment is kept clean and hygenic and in a good state of repair and meets the needs of the people living there. Care Homes for Adults (18-65 years) Page 18 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, qualified 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. People’s needs are met and they are supported because staff get the right training, supervision and support they need from their managers. People are supported by an effective staff team who understand and do what is expected of them. 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 living in this home are supported by a well recruited, trained and competent staff group. Evidence: The staff group were competent and had a good mix of skills and experience to enable them to provide the right sort of care for people. We observed staff going about their duties in a quiet and confident manner, and interactions with people were appropriate and pleasant. Training had been provided in all of the key areas and there was a training plan detailing the training to be provided in the future. More than 50 of staff had completed a National Vocational Qualification in Care. Staff comments received on staff surveys included this service provides us with good training, a very pleasant working environment, very caring towards individuals, excellent staff and managers. There were sufficient staff on duty to meet the needs of the people living in the home. There is a thorough recruitment procedure in place, with all of the required checks carried out by the Head Office, with copies sent to the home manager. Staff files looked at during the inspection contained all of the required information. The people who live in the home are involved in the recruitment process in a way that is meaningful for them. Care Homes for Adults (18-65 years) Page 19 of 24 Care Homes for Adults (18-65 years) Page 20 of 24 Conduct and management of the 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 have confidence in the care home because it is run and managed appropriately. People’s opinions are central to how the home develops and reviews their practice, as the home has appropriate ways of making sure they continue to get things right. The environment is safe for people and staff because 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. They are safeguarded because the home follows clear financial and accounting procedures, keeps records appropriately and makes sure staff understand the way things should be done. 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. This home is managed effectivly and in the best interests of the people living there. Evidence: The Registered Manager of this home is very experienced, qualified and competent, and runs the home in the best interests of the people who live there. She is supported by Senior managers of the organisation and by a committed, well established senior and staff team. There are effective organisational quality assurance and monitoring systems in place which ensures that peoples opinions and views are taken account of. As part of the overall planning for the home it has been identified that further development of person centred planning is required to improve the outcomes for people living in the home through being more involved in how the home operates. Care Homes for Adults (18-65 years) 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 Adults (18-65 years) Page 22 of 24 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations 1 19 A suitable controlled drugs book should be purchased so that any controlled drugs stored in the home are recorded and accounted for. Care Homes for Adults (18-65 years) Page 23 of 24 Helpline: Telephone: 03000 616161 or Textphone: or Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. 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