Care Home: The Knolls Care Home

Similar services:

• Claremont House
• Oak Ridge
• Sun Court Nursing Home
• Ashville House
• Bramley Avenue (73)
• Bilney Hall
• Hill Barn
• Mabbs Hall Nursing Home

What the care home does well The home has a waiting list, particularly for married couples who wish to move in. At the time of the inspection four couples were living at the home. The management is keen to ensure that people have detailed information about the home and the services provided so that they can make an informed decisions about the Knolls. One person told us, "I viewed the place before I moved in. A friend had stayed at the Knolls and recommended it. When I came for the visit I knew it was the place for me". Another said, "The main thing was that my husband and I could be cared for together". Residents are provided with a varied menu that is wholesome and nutritious, and mealtimes are not hurried. The staff team work well together and support each other and appear to be happy working at the home. Residents have their own bedrooms, which can be personalised if they want. They are also able to access communal areas on both floors. The home is clean and tidy with no offensive odours. What has improved since the last inspection? Since the last inspection the manager has ensured that the statement of purpose and service user guide is complete and available to people in the home, and to prospective residents. This ensures that people know what services the home offers. Prior to admission the manager assesses peoples needs to be sure that The Knolls can meet the needs of the person moving in. By providing a rehabilitation service it has empowered staff to think about care delivery differently. They are now able to `support` and `enable` residents, rather than to provide care all the time. This has lead to higher degrees of independence for some of the residents. The home also benefits from a number of visitors. Not only do people have their own personal visitors, there are also a number of regular visitors to the home such as Church leaders, in addition to the visiting professionals supporting the people being rehabilitated. Some people from the local community, who need the service, use the PCT gym. What the care home could do better: CARE HOMES FOR OLDER PEOPLE The Knolls Care Home Plantation Road Leighton Buzzard Bedfordshire LU7 3JE Lead Inspector Sally Snelson Unannounced Inspection 28th April 2008 07:30 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 Knolls Care Home DS0000058804.V359892.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 Knolls Care Home DS0000058804.V359892.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service The Knolls Care Home Address Plantation Road Leighton Buzzard Bedfordshire LU7 3JE 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) 01525 380600 01525 851847 Integrated Nursing Homes Limited Mrs Dawn Bishopp Care Home 56 Category(ies) of Dementia - over 65 years of age (10), Old age, registration, with number not falling within any other category (56), of places Physical disability (16) The Knolls Care Home DS0000058804.V359892.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. 3. 4. 5. 6. 7. 8. The home can accommodate a maximum of 56 people. The home can accommodate up to 56 people in the category old age (OP). The home can accommodate up 10 people over 65 years in the category of physical disability (PD(E)). The home can accommodate up to 10 people over 65 years in the category of dementia (DE(E)). Service users in the PD(E) category must only be accommodated in the 10 rooms designated and assessed as suited for service users. A suitably qualified registered nurse must, at all times, be in post to support Mrs Bishopp in clinical areas. The home is permitted to accommodate one named service user (Application No. V000032333) under the age of 65 in the categories of PD only. The 10 beds identified for intermediate care must be used only for that purpose. 8th May 2007 Date of last inspection Brief Description of the Service: The Knolls is registered to provide social care and nursing care for fifty-six people over the age of 65, ten of whom may also have dementia and ten of whom may also have physical disabilities. The building consists of a large original period house that has undergone structural alteration to extend the accommodation. The home has thirty-eight single rooms and nine shared rooms all with en suite facilities. Lounge and dining facilities are situated on both floors. Access to the first floor is via the stairs or shaft lift. The property has a semi-rural location to the north of Leighton Buzzard and neighbours the local golf club. The town provides a wide range of shops and other amenities, but transport would be needed to get there. A copy of the homes statement of purpose and service user guide are available in the front reception. The manager Dawn Bishopp provided the following information on charges. The The Knolls Care Home DS0000058804.V359892.R01.S.doc Version 5.2 Page 5 fees for this home vary from £450.00 per week, to £750.00 per week, depending on the funding source and assessed need of the person. Additional charges are made for hairdressing, chiropody, telephone calls and newspapers. The Knolls Care Home DS0000058804.V359892.R01.S.doc Version 5.2 Page 6 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 2 stars. This means the people who use this service experience good quality outcomes. This inspection was carried out in accordance with the Commission for Social Care Inspection’s (CSCI) policy and methodologies, which requires review of the key standards for the provision of a care home for older people that takes account of residents’ views and information received about the service since the last inspection. Information from the home, through written evidence in the form of an Annual Quality Assurance Assessment (AQAA) has also been used to assess the outcomes within each standard. Evidence used and judgements made within the main body of the report include information from this visit. Sally Snelson undertook this inspection of the Knolls. It was a key inspection, was unannounced, and took place from 07.30am on 28th April 2008. Dawn Bishopp, the registered manager, was present. Feedback was given throughout the inspection, and at the end. During the inspection the care of three people who use the service (residents) was case tracked in detail. This involved reading their records and comparing what was documented to what was provided. Information about other people was also read. In addition to sampling files, people who lived at the home, visitors, and staff were spoken to, and their opinions sought. Any comments received from staff or residents about their views of the home, plus all the information gathered on the day was used to form a judgement about the service. Prior to the inspection six service users had completed and returned surveys about the home. The inspector would like to thank all those involved in the inspection for their input and support. The Knolls Care Home DS0000058804.V359892.R01.S.doc Version 5.2 Page 7 What the service does well: What has improved since the last inspection? Since the last inspection the manager has ensured that the statement of purpose and service user guide is complete and available to people in the home, and to prospective residents. This ensures that people know what services the home offers. Prior to admission the manager assesses peoples needs to be sure that The Knolls can meet the needs of the person moving in. By providing a rehabilitation service it has empowered staff to think about care delivery differently. They are now able to ‘support’ and ‘enable’ residents, rather than to provide care all the time. This has lead to higher degrees of independence for some of the residents. The home also benefits from a number of visitors. Not only do people have their own personal visitors, there are also a number of regular visitors to the home such as Church leaders, in addition to the visiting professionals supporting the people being rehabilitated. Some people from the local community, who need the service, use the PCT gym. The Knolls Care Home DS0000058804.V359892.R01.S.doc Version 5.2 Page 8 What they could do better: Please contact the provider for advice of actions taken in response to this 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 Knolls Care Home DS0000058804.V359892.R01.S.doc Version 5.2 Page 9 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 Knolls Care Home DS0000058804.V359892.R01.S.doc Version 5.2 Page 10 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): 1,2,3,6 Quality in this outcome area is good. The home had produced useful information to be given to prospective residents and their families. However for people receiving intermediate care, the relaying of this information, in a timely fashion, was out of the home’s control. A situation, which the manager was trying to address. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Of the six surveys received back from people living at the home, four stated that they did not feel that they had made an informed choice about moving into the Knolls. Comments were, “its not the homes fault the hospital moved me out so quickly”, or “ the hospital told me The Knolls was the best place for me”. This suggested that those receiving intermediate care raised the The Knolls Care Home DS0000058804.V359892.R01.S.doc Version 5.2 Page 11 concerns. However, we also had this contradictory comment; “I viewed the place before I moved in. A friend had stayed at the Knolls and recommended it. When I came for the visit I knew it was the place for me”. The manager was aware of this problem and was working closely with the hospital discharge team to ensure that the information she had prepared for people about The Knolls was given to them. Since the last inspection the manager had ensured that the Statement of Purpose was updated and available in the front entrance of the home. All residents were given a copy of the Service Users Guide. These documents, particularly the Service users Guide, would benefit from being in a userfriendlier format. Each of the people whose care was tracked had a contract that included all the required information, except how the fee was broken down. Those people who were funded by a Local Authority had an additional contract. The contracts sampled had been signed. As part of the case tracking we looked at the documentation for one resident who had not been at the home very long. This file included evidence of the manager and a nurse visiting the person in hospital and assessing their needs, before making the decision that the Knolls would be appropriate. The assessment then formed the basis of the initial generic care plans, set up to provide information to staff about care needs in the first 24 hours after admission, before a complete assessment had been carried out. Since the last inspection the home had created a designated area for intermediate care. This area was staffed by the homes staff, but had a number of community staff, including physiotherapist and occupational therapist visiting and assessing the service users throughout their stay. There had been some problems at the start of this new venture but the manager had been committed to it, and worked closely with her staff and the PCT to ensure that it worked. Visiting professionals spoken to on the day of the inspection were complementary about the care provided by the staff. The Knolls Care Home DS0000058804.V359892.R01.S.doc Version 5.2 Page 12 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): 7,8,9,10. Quality in this outcome area is good. Care plans had been written in sufficient detail to ensure that staff could deliver the care needed. Medications procedures were good and were followed correctly. This judgement has been made using available evidence including a visit to this service. EVIDENCE: All six surveys, received from residents prior to the inspection, suggested that people felt that they always, or usually, received the care they expected and that staff listened to them. The Knolls Care Home DS0000058804.V359892.R01.S.doc Version 5.2 Page 13 Care plans had continued to improve since the last inspection and were now written in such a way that staff could easily see the resident’s needs and how they were to be addressed. Staff spoken to believed that they had worked hard over the last year to reach this point. The manager had observed, that since the introduction of the rehabilitation unit, it had changed the way staff worked, and they were now ‘supporting’ and ‘enabling’ residents more. This had resulted in a greater level of independence throughout the home. In addition to the care plans being written in detail, they, and any associated risk assessments, were being routinely reviewed once within each calendar month and changes made as and when necessary. Where possible residents or their families were part of the review process and the manager was aware of the need to encourage this more. Files were well kept and the care plans ‘told a story’. For example, a care plan associated with eating and drinking linked to the nutritional assessment, which in turn linked to the assessment of tissue viability, and the likelihood of a person developing a pressure area. Pre-admission assessments assured that the home had any necessary pressure relieving, or moving and handling equipment, in place before admission. During the inspection we saw a variety of different equipment being used, and used correctly. The manager confirmed that the company would supply and fund any equipment assessed as being needed. The home had a good relationship with the local GP’s and had opticians, dentists and chiropodists making regular visits to the home. Medication procedures were being followed. The medications sampled reconciled correctly with the documentation and showed that medicines were correctly stored and administered. On the day of the inspection the early medication round did not finish on the first floor until 10.30 am. Care must be taken that medication rounds do not take too long, as this could affect the spacing between one dose and the next. Throughout the inspection staff and residents chatted together and were respectful of each other. Staff knocked before entering service users rooms and offered choices appropriately. Those residents that shared a room had the privacy they required. The Knolls Care Home DS0000058804.V359892.R01.S.doc Version 5.2 Page 14 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): 12,13,14,15 Quality in this outcome area is good. A variety of activities were provided, in an attempt to stimulate the people living at the home, both mentally and physically. This judgement has been made using available evidence including a visit to this service. EVIDENCE: An activity co-ordinator was employed, but care and trained staff were also responsible for providing activities in the home. An activity programme for the month was published in advance, displayed in the main lounge and the reception, and published within the home’s monthly newsletter. For the month of April the activities included traditional church services, bingo, board games and a clothes shows. Most group activities were planned for the afternoon with one to one time in the morning. We had a variety of answers, from people as part of the survey, to the question about the amount of activities arranged by the home. One said there The Knolls Care Home DS0000058804.V359892.R01.S.doc Version 5.2 Page 15 were never any, one there were some sometimes, three said they always had activities, and one did not answer the question. The manager told us that over the last year they had listened to what people wanted and provided more opportunities to go out on visits, including trips to garden centres and shopping areas. Two residents had been to a sister home by the sea for a break. During the inspection we spoke to relatives visiting loved ones. They told us that they were always welcomed into the home and could visit at any time. We also met a local Church leader who spent a lot of time visiting individuals, and making conversation. Staff and residents appeared to have a good relationship with him. Any activities that residents participated in were recorded. In order to improve in this area the home should document more detail about persons past life and past interests and show how the activities provided are appropriate for them. The inspection spanned breakfast and lunchtime. At breakfast residents enjoyed a combination of cereals, toast and/or a cooked breakfast and at lunchtime they could choose between chicken casserole with summer dumplings and fresh vegetables, or ham salad and new potatoes. Before lunch the residents enjoyed a beer, larger or shandy if they wanted. Mealtimes were a very sociable occasion and people were encouraged to move to the dining area, where the cooks and care staff served them from a hot-lock. Residents were given any support they needed in an inconspicuous way and could take their meals in their rooms if they wanted. One person when asked about the food served said, “It is 100 better than I was used to”. We were concerned that the practice of making a meal choice in advance, particularly for those with dementia, is not easy or meaningful. We discussed with the manager the practise of introducing photographs of the meals to aid this situation. The Knolls Care Home DS0000058804.V359892.R01.S.doc Version 5.2 Page 16 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): 16,18 Quality in this outcome area is good. The home had a clear complaints procedure that was available for anyone to see and use. Robust procedures for ‘checking’ people working at the home made sure that people living at the home were kept safe. This judgement has been made using available evidence including a visit to this service. EVIDENCE: All of the people completing the surveys prior to the inspection stated that they were aware of how to make a complaint. Prior to the inspection we had received a letter from a relative. During conversation with this person they made it clear that they did not want to make a complaint and had been extremely happy with the care provided to their loved one but felt that there had been an oversight when their relative died. They were looking for a missing item. At the manager had investigated and as she was unable to resolve the concern she had passed the investigation to the company. However she had not followed through to ascertain what action had been taken, and somehow the family had not received a response. This was dealt with during the inspection. The Knolls Care Home DS0000058804.V359892.R01.S.doc Version 5.2 Page 17 Training records indicated that staff had completed safeguarding training as part of their induction and then as mandatory training. The manager had shown that she appreciated the safeguarding processes and had referred a resident during their stay in hospital as possibly suffering from neglect. The manager also made sure that all the staff coming into the home, that were employed by the PCT, or another body, had had the appropriate Criminal Record Bureau checks. The Knolls Care Home DS0000058804.V359892.R01.S.doc Version 5.2 Page 18 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): 19,26 Quality in this outcome area is good. A pleasant well-kept environment ensured that people had a comfortable place in which to live. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The Knolls had its own grounds and was accessed via a long driveway, giving the home a regal feel. The entrance hall was wood panelled and the manager was aware of the need to create a welcoming atmosphere in this area, and ensure visitors were greeted appropriately. All of the rooms had en-suites and were furnished to a good standard. The The Knolls Care Home DS0000058804.V359892.R01.S.doc Version 5.2 Page 19 bedrooms had telephone and T.V. points. People who wished to lock their bedrooms were assessed for their ability to hold a key. Since the last inspection the designated rehabilitation unit was now operational. As part of this scheme the home now has an exercise room and a kitchenette that promotes independent living. The Home does have a proportion of shared rooms. The manager was aware that the trend is to move away from shared rooms, but as there were four couples sharing and more on the waiting list any decision to change had been put on hold. The Home was well decorated, although a recent drainage problem had spoilt an area of ground floor hallway carpet. Ancillary staff were responsible for cleaning, and it was noted that all areas of the home were clean, and free of any unpleasant odours. Laundry facilities were appropriate and people who had their washing done at the home did not identify any problems with the service. The Knolls Care Home DS0000058804.V359892.R01.S.doc Version 5.2 Page 20 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): 27,28,29,30 Quality in this outcome area is good. The staff team had received a variety of training ensuring that they had the skills and experience to care for the people living at The Knolls This judgement has been made using available evidence including a visit to this service. EVIDENCE: On the day of the inspection two staff members did not turn up for duty. A member of the night staff was happy to remain on duty until agency staff were secured, and an ancillary member of staff took responsibility for helping with breakfast rather than cleaning. This was done amicably and showed that staff supported each other. 26 of the 32 care staff had an NVQ level 2 qualification or equivalent. It was apparent that staff were encouraged and supported to undertake a variety of training. Training records supplied by the home showed that staff had undertaken statutory training, including moving and handling, fire safety and food hygiene. In addition staff confirmed that they had attended a variety of courses The Knolls Care Home DS0000058804.V359892.R01.S.doc Version 5.2 Page 21 including dementia awareness and other specialisms. People living at the home who were spoken with felt that the staff had a satisfactory level of knowledge, and felt confident in their abilities to meet their needs. During April staff training had included 1st Aid, Protection of Vulnerable Adults (POVA),Fire Safety, Moving and Handling and Infection Control. Records of staff training were kept in individual’s files and the manager had a quick reference guide to what staff had completed and what was needed. Care must be taken that the night staff keep themselves updated. All of the staff working at the home, regardless of their previous experiences underwent a period of induction. The manager also asked those staff coming into the home from the community to undertake some aspects of the induction training. Prior to commencing work all staff had recruitment checks including Criminal Record Bureau checks, and taking up references. Staff files included all this information but they were not clearly filed. For example best practice would be to divide the files into sections and store all the relevant information together. The manager was aware of this need. The Knolls Care Home DS0000058804.V359892.R01.S.doc Version 5.2 Page 22 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): 31,32,33,35,36,37,38 Quality in this outcome area is good. The manager showed a commitment to the role that staff respected. This meant that the staff team was cohesive and keen to provide good care. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The manager had been in the post this time just over a year. She had previously been the registered manager for the service and had retuned. Staff spoke highly of her commitment to the role and her openness. She was not a nurse and was aware of limitations in medical matters. The manager was also The Knolls Care Home DS0000058804.V359892.R01.S.doc Version 5.2 Page 23 aware that as her role developed she had less time to spend with the people living at the home. She was accepting of this but made sure that she took every opportunity to speak to residents, staff and visitors. The home had sent out a number of satisfaction questionnaires to visitors, staff and health professionals. There was evidence that comments made in any questionnaires had been acted upon but to meet standard 33 fully it was necessary for this to be a regular process that influenced the annual development plan and that any survey results were published and made available to current and prospective service users. Regular audits were carried on care plans, medications, files etc. This helped the manager identify and shortfalls and put them right immediately. The operational manager, who visited bi-monthly, and a consultant who was used as and when necessary, supported the manager. We required the manager to complete an Annual Quality assurance Assessment (AQAA) prior to the inspection. This had been completed very well and the manager commented that it had been useful to her. Staff meet together regular as teams of care staff, kitchen staff, cleaning staff. Any meetings were well documented. At the time of the inspection the home held very little money on behalf of service users. Service users could either pay for any items, such as hairdressing themselves or these expenses were covered initially by the home and then billed to the service users’ representative. The manager had recently introduced this system and residents and their families appreciated it. Staff had regular supervision sessions and the manager confirmed that all staff were on track to have six sessions over the course of the year. The manager offered annual appraisals to all staff but had other seniors helping with supervision. Documentation was completed, but was not always filed away. During the inspection the manager spent sometime looking for things that were waiting to be filed. She was aware that this area was her weakness and she needed good administration support to help her create systems that she could keep up-todate. All health and safety checks had been undertaken. Fire alarm checks were carried out weekly. Other fire checks and water checks were in place and the responsibility of the handyman. The Knolls Care Home DS0000058804.V359892.R01.S.doc Version 5.2 Page 24 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 3 2 3 X X 3 HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 2 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 2 X 3 3 2 3 The Knolls Care Home DS0000058804.V359892.R01.S.doc Version 5.2 Page 25 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. 1 2 3 4 5 6 7 Refer to Standard OP1 OP2 OP9 OP15 OP16 OP27 OP33 Good Practice Recommendations Documents given to residents and families, particularly the Service Users Guide, would benefit from being in a userfriendlier format. Residents should be aware how their fee is broken down. For example what percentage is for care, accommodation etc. Medication rounds should be spaced regularly throughout a 24hour period. The manager should consider the choice of picture menus for those people with dementia. The manager should ensure that complaints sent on for a response are dealt with. Care should be taken that the night staff keep themselves updated. Satisfaction questionnaires from visitors, staff and health professionals should be evaluated and used to influence the annual development plan. DS0000058804.V359892.R01.S.doc Version 5.2 Page 26 The Knolls Care Home 8 OP37 Records within the home should be kept in good order. The Knolls Care Home DS0000058804.V359892.R01.S.doc Version 5.2 Page 27 Commission for Social Care Inspection Eastern Region Eastern Regional Contact Team CPC1 Capital Park Fulbourn Cambridge, CB21 5XE 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. Extracts may not be used or reproduced without the express permission of CSCI The Knolls Care Home DS0000058804.V359892.R01.S.doc Version 5.2 Page 28 - 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!