Care Home: The Flowers Hall

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What the care home does well The Flowers Hall has a calm and warm and welcoming atmosphere, people living at the home and visiting relatives and friends confirmed this is always the case. There is a wide range of activities available for the people using the service to join in if they choose to do so. It is clear that staff work as a team to meet the physical, personal and emotional needs of people who live at the home. People said that the staff are kind and attend to their needs promptly. The meals provided are of a very high standard. People said that the food is "very well cooked" and "very good wholesome food". The home is well managed and run in the best interests of the people who live there. People say that the manager is very approachable and listens to and acts on what people say. There are sufficient staff employed to meet the needs of the people living at the home. The staff are well trained and provide a high standard of care and attention to people. People living at the home and visiting relatives described the staff as "very kind", and "couldn`t wish for better staff". There is a programme of National Vocational Qualification (NVQ) in care provided in the home. Over half of the care staff hold the award. This makes sure that the staff are qualified to care for the people living at the home. People`s care records are accurately completed and the care plans clearly show how people`s care and support needs are to be met. This makes sure that people received care in a consistent manner and in accordance with their preferences. What has improved since the last inspection? Since the last inspection all staff have received fire safety training. The training coordinator makes sure that all health and safety training is kept up to date. What the care home could do better: The home continues to provide a good standard of care and attention to people living there, and are aware of any improvements they need to make to improve. No requirements or recommendations have been made as a result of this report. Key inspection report Care homes for older people Name: Address: The Flowers Hall 80 Lascelles Hall Road Kirkheaton Huddersfield West Yorkshire HD5 0BD     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: Cheryl Stovin     Date: 0 7 0 7 2 0 0 9 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Older People Page 2 of 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) Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 26 Information about the care home Name of care home: Address: The Flowers Hall 80 Lascelles Hall Road Kirkheaton Huddersfield West Yorkshire HD5 0BD 01484424184 01484424184 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Mrs Christine Anne Matthews care home 22 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: Can accommodate one service user in DE(E) category Date of last inspection Brief description of the care home The Flowers Hall is a privately run care home providing personal care and accommodation for up to twenty-two older people on the outskirts of Huddersfield. The home is set in its own grounds, reached by a private driveway. There is parking to the front of the building and a garden to the rear. Due to the location of the home, there is a lack of public transport. Accommodation is provided on two floors with bedrooms on the ground and first floor, which can be accessed by a passenger lift. Both shared and single rooms are available. Information about the home and the latest Commission for Social Care Inspection report are available from the home. 0 Over 65 22 Care Homes for Older People Page 4 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: This report brings together evidence gathered during the Key Inspection of The Flowers Hall. This included a visit made to the home on 7th July 2009. The visit was undertaken by one person and a total of six hours were spent on the visit. During this visit we looked round the building looked at records and talked to people living at the home and to management and staff. The purpose of the inspection is to make sure that people receive the care and support they need and that they and their families are satisfied with the service. The home completed their Annual Quality Assurance Assessment which was returned promptly. This gave useful information about the facilities provided by the home and about the people who live and work there. We have reviewed our practice when making requirements, to improve national Care Homes for Older People Page 5 of 26 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 charges made by the home are four hundred and twenty pounds for a single room and four hundred and five pounds for a shared room. Additional charges are made for hairdressing and personal toiletires and newspapers. Care Homes for Older People Page 6 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 Care Homes for Older People Page 7 of 26 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 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 moving into the home to make sure that the home can meet their needs. Evidence: The care records of five people living at the home confirmed that peoples needs are fully assessed before they move into The Flowers Hall. This is to make sure that the home can meet their needs and that the services and facilities will be suitable for them. People are encouraged to visit the home before making a decision to move in, this gives them the opportunity to meet the staff and other people living there and to sample the daily routine within the home. People are given written information about the services and facilities provided by the Care Homes for Older People Page 10 of 26 Evidence: home and details of key members of staff. This makes sure that people know what to expect from the home. Evidence was seen that people are given a contract when they move into the home, this makes sure that people know what is and is not included in the weekly charges. 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. Peoples health care needs are met and personal care is given in accordance with their preferences. Evidence: The care records of five people living at the home were looked at. The records contained detailed assessments of peoples needs and abilities and they were reviewed and updated on a regular basis. Everybody living in the home has a detailed care plan which clearly shows what support people need and how the person prefers that support and care to be given. People we spoke to confirmed that they are fully involved in drawing up their plan of care. There are risk assessments in place to make sure that people are kept safe and that any potential risks to health are minimised. Help and advice is sought from health care professionals to make sure that people get the special help they need to maintain their health. People are escorted to appointments or health care professionals such as district nurses, attend the home as required. Records are kept to make sure peoples health needs are monitored. One visiting Community Psychiatric Nurse told us that they are impressed with the Care Homes for Older People Page 12 of 26 Evidence: standard of care given to people at The Flowers Hall. They said that the home meets peoples needs and provides a very good service. The care plans contained information about peoples previous lifestyles and their interests and hobbies and people that are important to them. This information makes sure that the staff know the person as a whole and helps them to encourage people to continue with their interests and social networks. People look well cared for clean, tidy and well groomed. Attention had been paid to detail. People had their hair styled, wore jewellery and make-up if they wished. Staff were patient, gentle and kind when interacting with people. They were discreet and respectful of peoples dignity when attending to any personal care needs. They gave reassurance and explanations for any tasks that they needed to support people with, for example moving and handling. People said that they are treated with dignity and that they receive the personal and health care support that they need. People said that the staff attend to their needs in a prompt and sensitive manner. One person told us that Im really lucky to be living in such a nice place we are looked after brilliantly. The system for handling peoples medication in the home is well managed. Stocks of medication held are securely stored and record keeping was seen to be correct. All staff responsible for administering medication have received appropriate training. Nobody living in the home currently handles their own medication. 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 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 access a range of activities inside and outside of the home, and to maintain contact with family and friends. Evidence: There is a relaxed and calm atmosphere in the home and people told us that this was always the case. People said that they can choose where and with whom to spend their time. There are a range of activities provided both in and out of the home for people to join in with if they choose to do so. From talking to members of staff it is clear that they have a good understanding of peoples interests and hobbies. People go out and about on a regular basis either individually or in small groups. People told us that they enjoy the activities on offer. There is an activities room available which includes a reminiscence corner, a games corner, crafts and pastimes area. A mobile shops selling sweets, toiletries and sundries is open weekly. A bar is open on Wednesdays and Saturdays for people to enjoy a drink. A wide range of newspapers and magazines are freely available. Bonnie the rescued greyhound was seen to be a very popular part of daily life at the home. Care Homes for Older People Page 14 of 26 Evidence: Regular residents meetings are held which gives people living in the home an opportunity to have their say on the way the home is run. Relatives are also invited to these meetings and minutes are taken which makes sure that everybody knows what was discussed and what suggestions were made. One visiting relative told us that any suggestions made at the meetings are acted upon. Visitors spoken to during the visit said that they are always made welcome when they visit the home and are kept fully informed of any issues affecting their relative or friend. One visitor told us we are very happy with The Flowers, there is a pleasant atmosphere and the staff are kind and welcoming. People said that they enjoy the meals served and mealtimes were seen to be a relaxed social occasion. The main meal of the day is served in the evening and the dining tables were seen to be attractively set. One person living at the home enjoys setting the tables ready for mealtimes. Tea and coffee making facilities are available at all times for people living at the home and their visitors. People said that they enjoy living at The Flowers Hall, one person told us they have settled in very well and am happy,and others said its very good here, everybody is so kind and attentive and its great to be living here. 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. Procedures are in place to make sure that people are protected from abuse and and that their welfare is safeguarded. Evidence: The home has a complaints procedure with details of the process to follow both displayed prominently in the home and in the service user guide. There have been no complaints received by the home since the last inspection, and none sent directly to the Commission. It was clear from staffs interactions with people that the people who live at the home seemed confident to raise their wishes or concerns. A relative said they had been given information on how to complain if they wanted to, but hadnt had any occasion to do so. All staff have received adult protection training and staff spoken to were aware of the procedure to follow if they witnessed or suspected that people were not being treated properly. This makes sure that people are protected from abuse. The home also has a whistle blowing procedure for staff to report any allegations in Care Homes for Older People Page 16 of 26 Evidence: confidence. 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. People live in a clean, safe and comfortable environment. Evidence: The home, a large detached property set in its own gounds, is situated in a residential area in the Kirkheaton area of Huddersfield. The home is well maintained throughout. The lounge and dining room have recently been refurbished and are bright and welcoming. Bedrooms are redecorated as they become vacant. A full tour of the building showed that the home is clean and fresh throughout. People said that this was always the case. People said that they were satisfied with the facilities provided in their bedrooms and that they are welcome to bring their own personal possessions to make sure that their rooms reflect their own taste and interests which makes them feel at home. The rooms seen were personalised and homely. A number of people have their own telephone lines installed in their rooms. One person told us My own room has everything I need. Communal areas are spacious and comfortable with sufficient space for social activities to take place. There is safe and accessible outdoor space for people to use in the warmer weather. Care Homes for Older People Page 18 of 26 Evidence: There are infection control systems in place and all staff are provided with protective clothing to prevent any possible cross infection. The laundry facilities are well equipped and peoples clothing looked well cared for. People are encouraged to maintain their independence and equipment such as hand and grab rails and raised toilet seats are provided to make sure that people maintain their mobility. 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. People are cared for by a well trained and motivated staff team, and protected by the recruitment practices which make sure that only suitable people are employed at the home. Evidence: There are sufficient staff on duty at all times to make sure that peoples needs are met. During the day there are three care assistants and the manager on duty. At night there are two staff on duty. There are also sufficient catering, housekeeping and maintenance staff. Staff spoken to during the visit confirmed that, in their opinion, the numbers of staff on duty was sufficient to give them time to sit and talk to the people living there. A full time training co-ordinator is employed at the home who makes sure that staff training is up to date. There is a programme of National Vocational Training (NVQ) in place and well over half of the care staff have completed the award. This means that the workforce are qualified and competent to meet peoples needs. Staff spoken to said that they always welcome training opportunities. People are protected by the rigorous and safe recruitment practices that the home Care Homes for Older People Page 20 of 26 Evidence: adheres to. Four Staff recruitment files seen confirmed that all staff have a Criminal Records Bureau (CRB) disclosure before being employed as well as two written references. This makes sure that people are protected and only suitable people are employed at the home. People living at the home said that the staff were kind and attentive and met their needs promptly. People described the staff team as nice girls, first class and they are so kind and cannot do enough for you. Staff said that they liked working at the home one member of staff said we all work as a team, another said I love my job, and another said makes coming to work a pleasure. 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 well managed and run in the best interests of the people living there. Evidence: The Registered Manager of the home is competent and experienced to run the home. She has completed the National Vocational Qualification (NVQ) level IV in management and care. People spoken to during the visit said that the manager was very approachable and listened to their views on the way the home is run. There is a formal quality assurance system in place in the home, and peoples views on how the home is run are actively sought. This involves people who live at the home, their family and friends and health and social care professionals. The results of the surveys are collated and published and displayed in the home. There are health and safety policies and procedures in place which makes sure that peoples safety and welfare is protected. Care Homes for Older People Page 22 of 26 Evidence: There are financial procedures in place which makes sure that peoples money is handled safely. A random check on cash held was made and both cash and records held reconciled. Staff records seen showed that staff have regular supervision meetings with their line manager. This makes sure that all staff have the opportunity to raise any issues affecting their work in a safe and confidential manner. All staff have an appraisal of their practice every six months. Peoples health and well being is protected by all staff receiving regular training on safe working practices. Health and safety records seen showed that all the required checks have taken place and certificates seen showed compliance with relevant regulations. The home completed their Annual Quality Assurance Assessment (AQAA). This document contained useful information about the home and the people living and working there. At present there are no people living at the home who are subject to a deprivation of their liberty authorisation, under the Mental Capacity Act 2005. 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 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. 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