Care Home: The Hollies

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What the care home does well Descriptive words are used in the daily records to show and reflect people`s choices, preferences and any decisions they make about how they live their daily lives. Care staff were observed throughout the visit treating people with dignity and respecting their wishes. The reviews and minutes of residents` meetings and returned quality assurance surveys show that people have the opportunity to comment on the way the home runs. One visiting relative said that they are always made to feel welcome and that there is a relaxed and homely environment created. They also said that the home is always clean and tidy. One person using the service said that the home is "great" and that staff are "wonderful". One visiting General Practitioner writes, the "home provides good quality care". The reviews show that the home works closely with the local authority Community Mental Health Teams in assessing peoples needs and making sure these are met. There is suitably trained and qualified staff to meet people`s needs and during the visit people were observed having their needs met in a relaxed and unhurried manner. People are protected by the way staff are selected and they are safeguarded from abuse. People are offered a varied and balanced diet of their choice and one person using the service said that the "food is lovely". One visiting relative said that the meals always look appetising and smell great. The returned quality assurance surveys show that people using the service, their relatives and visiting healthcare professionals are happy with the care provided by the home. A relative, on returning the CSCI satisfaction survey, when asked what the home does well, writes, "There are several things that the care home does well. They manage to create a homely environment, the home is well maintained and kept clean, staff always do their best for residents to ensure they attain the best quality of life possible, and the staff always make us feel welcome when visiting". Another writes that they "would like to stay in the home". What has improved since the last inspection? The home has adopted a restaurant style, table by table, serving system to ensure that people receive their meals together. For the benefit and comfort of people using the service, an en-suite facility has been provided in another bedroom and others have new carpets. Visitors to the home benefit from the additional car parking to the front of the home. CARE HOMES FOR OLDER PEOPLE The Hollies 11 Eastmoor Road Wakefield West Yorks WF1 3RZ Lead Inspector Tony Railton Key Unannounced Inspection 16th January 2008 08:30 X10015.doc Version 1.40 Page 1 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 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address The Hollies DS0000006190.V357545.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. The Hollies DS0000006190.V357545.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service The Hollies Address 11 Eastmoor Road Wakefield West Yorks WF1 3RZ Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (If applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) 01924 364462 01924 372167 canwehelp@thehollies.com The Hollies Care Services Ltd Mrs Angeline Richardson Care Home 29 Category(ies) of Dementia (1), Dementia - over 65 years of age registration, with number (29), Mental Disorder, excluding learning of places disability or dementia - over 65 years of age (29), Old age, not falling within any other category (29), Physical disability over 65 years of age (19) The Hollies DS0000006190.V357545.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 5th December 2006 Brief Description of the Service: The Hollies provides personal care and support for up to 29 older people who suffer enduring mental health problems or dementia. Accommodation is provided over three floors and there is a passenger lift and stair lifts for those who require them. All accommodation is single, however, three bedrooms have en-suite facilities. There are a variety of communal areas provided including three lounges, two dining rooms and a sun lounge. The home is close to the centre of Wakefield and within walking distance of local shops and the city centre. There is a small garden to the front of the home and a small garden, and car parking is now provided to the rear and front. The Hollies is situated on a main bus route and the bus station is only a few minutes’ walk from the home. On 17 January 2008 the provider said that the fees are £380 per week with extra charges made for hairdressing, newspapers and private chiropody. Further information about the services provided and the role of the CSCI can be obtained from the home or by e-mail canwehelp@thehollies.com The Hollies DS0000006190.V357545.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The overall quality rating for this service has been assessed as 2 Star which means that people using the service experience good quality outcomes. This visit commenced at 08.30 hours and ended at 12.30 hours. During this visit there was the opportunity to speak to some people using the service, a visiting relative, the provider, the manager, care staff and kitchen staff. The records of six people using the service were seen and included assessments, care plans, reviews, medical and daily records. Six staff files were also seen and included references, police and protection of vulnerable adults list checks. Staff training and supervision records were seen along with the minutes of staff meetings. Other information considered included the home’s Annual Quality Assurance Assessment and returned quality assurance surveys, the quality assurance report and returned CSCI surveys and service history. This was a particularly positive visit and the inspector would like to take the opportunity to thank the people using the service, the manager and staff team for their hospitality and co-operation throughout the visit. What the service does well: Descriptive words are used in the daily records to show and reflect people’s choices, preferences and any decisions they make about how they live their daily lives. Care staff were observed throughout the visit treating people with dignity and respecting their wishes. The reviews and minutes of residents’ meetings and returned quality assurance surveys show that people have the opportunity to comment on the way the home runs. One visiting relative said that they are always made to feel welcome and that there is a relaxed and homely environment created. They also said that the home is always clean and tidy. One person using the service said that the home is “great” and that staff are “wonderful”. One visiting General Practitioner writes, the “home provides good quality care”. The reviews show that the home works closely with the local authority Community Mental Health Teams in assessing peoples needs and making sure these are met. The Hollies DS0000006190.V357545.R01.S.doc Version 5.2 Page 6 There is suitably trained and qualified staff to meet people’s needs and during the visit people were observed having their needs met in a relaxed and unhurried manner. People are protected by the way staff are selected and they are safeguarded from abuse. People are offered a varied and balanced diet of their choice and one person using the service said that the “food is lovely”. One visiting relative said that the meals always look appetising and smell great. The returned quality assurance surveys show that people using the service, their relatives and visiting healthcare professionals are happy with the care provided by the home. A relative, on returning the CSCI satisfaction survey, when asked what the home does well, writes, “There are several things that the care home does well. They manage to create a homely environment, the home is well maintained and kept clean, staff always do their best for residents to ensure they attain the best quality of life possible, and the staff always make us feel welcome when visiting”. Another writes that they “would like to stay in the home”. What has improved since the last inspection? What they could do better: There was no failure to meet regulations noted at this visit. Please contact the provider for advice of actions taken in response to this The Hollies DS0000006190.V357545.R01.S.doc Version 5.2 Page 7 inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. The Hollies DS0000006190.V357545.R01.S.doc Version 5.2 Page 8 DETAILS OF INSPECTOR 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) Scoring of Outcomes Statutory Requirements Identified During the Inspection The Hollies DS0000006190.V357545.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 3 and 6 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence including this visit. To make sure the home can meet people’s needs these are assessed before they are offered a service. The home does not provided a specialist rehabilitation service. EVIDENCE: Six people’s records show that their personal and healthcare needs are assessed before they are offered a service. This is to make sure that the home they have chosen can meet their needs and give them the support and care they require. The manager and the Annual Quality Assurance Assessment confirmed that the home does not provided specialist rehabilitation or intermediate care services. The Hollies DS0000006190.V357545.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7,8,9 and 10 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence including this visit. People have a say in how they are cared for and they are protected by the way medicines are dealt with. EVIDENCE: The assessments, care plans and reviews show that people using the service and their relatives are fully involved and have a say in how they are cared for. The daily records use descriptive words to reflect and show people’s choices, preferences, likes and dislikes and any decisions they make on a day-to-day basis. The reviews also show that people’s relatives and the Community Mental Health Team also have the opportunity to comment and influence the way care is provided. The Hollies DS0000006190.V357545.R01.S.doc Version 5.2 Page 11 The returned quality assurance surveys show that people using the service, their relatives, visiting professionals and General Practitioners feel that people’s care needs are met by the service. One General Practitioner writes the “home provides an “holistic approach to care”. Another writes, the home provides “good quality care”. One District Nurse states that they believe the home “meets people’s care needs”. People are protected by the way medicines are dealt with as a sample of three people’s medicines were checked and found to be correct. Staff training records show that they have been trained to give out medicines safely. A visiting District Nurse writes that the medication system, “appears organised and well managed”. The Hollies DS0000006190.V357545.R01.S.doc Version 5.2 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14 and 15 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence including this visit. People have a say in how they live their lives and they are offered a varied and balanced diet. EVIDENCE: Descriptive words in the daily records show that people have a say in how they live their day-to-day lives. They also show people’s choices and preferences and any decisions they make; this includes any activities they choose to join in. One person using the service said they “like joining in the activities”. One relative writes that they “would be happy to stay in the home”. Another wrote, “there could be more activities provided”. The daily records and record of activities and the minutes of residents’ meetings show that people are offered, and enjoy, a range of activities offered by the service. The returned quality assurance surveys show that people using the service, and their relatives, are happy with life in the home and with the meals provided. The Hollies DS0000006190.V357545.R01.S.doc Version 5.2 Page 13 The menu choice lists show that people have a choice of menu and that they are offered a varied and balanced diet. The kitchen staff said that all the produce is bought locally and is freshly prepared. One person using the service said the meals are “great”. One visiting relative said that the “meals always look good and smell wonderful”. The Hollies DS0000006190.V357545.R01.S.doc Version 5.2 Page 14 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence including this visit. People know that their comments will be listened to and acted upon and they are protected from self-harm and abuse. EVIDENCE: The returned quality assurance surveys show that people using the service, their relatives and visiting professionals have never felt the need to complain about the services provided. The record of complaints and the returned Quality Assurance Assessment and Service History show that the home has received one complaint since the previous inspection visit. This concerned the provider of the service, however, records show that this was appropriately dealt with. The Service history also shows that there have been four safeguarding referrals made by the manager to the Local Authority concerning the challenging behaviour of someone that used the service for a short period. Records show that that these were dealt with by the Local Authority case management system. Staff training records show that people using the service are safeguarded from abuse as all staff have POVA (Protection of Vulnerable Adult) training. The principle social worker, when completing a quality assurance questionnaire The Hollies DS0000006190.V357545.R01.S.doc Version 5.2 Page 15 following the safeguarding referrals states, “The co-operation from management was very supportive to tease out the issues. No adult protection concerns, found an appropriate solution. All feedback from home and family was positive”. The daily records, returned quality assurance surveys and minutes of the residents’ meetings show that people have the opportunity to comment on the running of the home and the quality of the services provided. The Hollies DS0000006190.V357545.R01.S.doc Version 5.2 Page 16 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19 and 26 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence including this visit. People enjoy living in an environment that is relaxed, comfortable, homely, clean and safe. EVIDENCE: A tour of the premises found it to be well decorated, well maintained, homely and clean. One person using the service said that they “like their home”. A visiting relative said that there is “a relaxed and homely atmosphere” and that the home is always “clean and tidy”. Another relative writes the home is “Well decorated, homely and clean”. One visiting healthcare professional writes The Hollies is a home I feel most comfortable in, with a nice atmosphere, and I have never had a reason to complain”. Another writes “While visiting the Hollies, I find the home’s atmosphere homely and friendly”. The Hollies DS0000006190.V357545.R01.S.doc Version 5.2 Page 17 To improve the environment, the manager said that some new bedroom carpets have been provided and that another bedroom has an en-suite facility. A tour of the premises confirmed these improvements. The Hollies DS0000006190.V357545.R01.S.doc Version 5.2 Page 18 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27,28,29 and 30 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence including this visit. Qualified and trained staff meet people’s care needs and they are protected by the way staff are selected and recruited. EVIDENCE: People using the service are protected by the way staff are selected and recruited as a sample of six staff files show that police and POVA (Protection of Vulnerable Adult List) checks are carried out before they are employed. To make sure people receive the support and care they require, staff training records show that they are trained in how to care for older people that have Mental Health problems or Dementia. Two returned CSCI satisfaction surveys from visiting General Practitioners show that they feel the home meets people’s care needs. One person using the service said that they think the care staff are “great”. Another said the care staff are “wonderful”. A visiting relative said that they “are always made to feel welcome when visiting the home” and staff are “very patient and caring”. Care staff were observed throughout the visit treating people with dignity and respecting their wishes. The Hollies DS0000006190.V357545.R01.S.doc Version 5.2 Page 19 The manager said that there is always enough staff planned to be on duty to meet people’s care and support needs. The staffing rota confirmed this and enough staff were observed to be available to meet people’s needs in a relaxed and unhurried manner. People are cared for by staff that are trained, staff training records show that they have First Aid, Moving and Handling, Food Hygiene, Infection Control, Health and Safety and COSHH training. The manager said that the majority of staff have a National Vocational Qualification. The Annual Quality Assurance Assessment and staff training records confirmed this. The home’s returned quality assurance surveys show that people using the service, their relatives and visiting healthcare professionals feel that people’s care needs are met by the service. The Hollies DS0000006190.V357545.R01.S.doc Version 5.2 Page 20 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31,33,35 and 38 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence including this visit. People live in a well managed home that is run in their best interests and where they have a say in what happens to them, and where they are safe. EVIDENCE: The home is managed by a person suitably qualified and experienced to ensure that the home is properly managed and run in the best interests of those using the service. The care management systems including assessments, care plans, reviews, medical and daily records show that people’s support and care needs are met. The Hollies DS0000006190.V357545.R01.S.doc Version 5.2 Page 21 The staff management systems, including staff selection and recruitment records, staff training, supervision and appraisal records, show that people are in safe hands. The minutes of residents’ meetings, the reviews and the daily records show that people using the service have a say in the running of the home and in the way care and support is provided. The home’s returned Quality Assurance surveys and completed report shows that people and their relatives and other visitors to the home have the opportunity to comment and change the way the service runs. The quality assurance surveys also show that people and their relatives are happy with the quality of care provided. The maintenance records, health and safety checks, staff training records and a tour of the premises show that people live in a safe environment. People’s financial interests are safeguarded and protected by the way monies are dealt with as two people’s monies were checked and found to be correct and properly recorded. People have a say in how they are cared for as the daily records contain descriptive words to reflect people’s choices, preferences, likes, dislikes and any decisions they make about how they live their daily lives. The Hollies DS0000006190.V357545.R01.S.doc Version 5.2 Page 22 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 4 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 4 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X X X 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 4 X 3 X X 3 The Hollies DS0000006190.V357545.R01.S.doc Version 5.2 Page 23 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations The Hollies DS0000006190.V357545.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Brighouse Area Team First Floor St Pauls House 23 Park Square Leeds LS1 2ND National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. 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