Care Home: The Oast

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What the care home does well There is a very stable and well trained staff team. Staff are clear about their roles and responsibilities and there is very good team working. The home is well managed. The registered manager is knowledgeable, well organised and well respected. The residents are treated with respect. Their privacy and dignity is preserved and their health and well-being is promoted. The care at the home is very good. The staff are kind and caring and residents say they couldn`t be better cared for. The care planning process is good and details individual care needs well. Staff are well trained and several are currently working towards the National Vocational Qualification (NVQ) in care at level two or three. There are sound recruitment procedures to make sure all staff are properly vetted before starting work in the home. There are sound pre-admission procedures that ensure only those people whose needs can be met in the home are offered a place. There are very good written assessments that help staff understand the care needs of new residents. What has improved since the last inspection? Although this is a new registration, the home has been running for a number of years so it is appropriate to reflect the improvements made since the last inspection under the previous registration. There have been a lot more environmental improvements since the last inspection and work was continuing on the day of this visit. These include new carpet in the lounge, landing and bedrooms; a new sink in the laundry room; and new wash hand basins in the en suite facilities. Work was in progress to provide a new hairdressing room and sluice facilities in the day of this visit and there are plans to consult an architect with view to installing a shaft lift and other improvements. The registered manager has much greater budgetary control. This means that she can make a number of financial decisions, such as calling in maintenance services when needed without recourse to the owners.The OastDS0000072937.V374799.R01.S.docVersion 5.2The home now has Internet access. This means that the website of the new Care Quality Commission (CQC) and other sites where information about best practice in care is available can be accessed with ease. What the care home could do better: The home should continue to strive for excellence in care. The environmental improvements should continue and would be helped by a written plan for future improvements. Key inspection report CARE HOMES FOR OLDER PEOPLE The Oast 2 Plains Avenue Maidstone Kent ME15 7AT Lead Inspector Wendy Mills Unannounced Inspection 2nd April 2009 11:30 DS0000072937.V374799.R01.S.do c Version 5.2 Page 1 This report is a review of the 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. 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. The Oast DS0000072937.V374799.R01.S.doc Version 5.2 Page 2 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 The Oast DS0000072937.V374799.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service The Oast Address 2 Plains Avenue Maidstone Kent ME15 7AT 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) 01622 752969 Mrs Jasiree Nemchand Mr Balkissoon Nemchand Mrs Denise Marie Cuttridge Care Home 18 Category(ies) of Old age, not falling within any other category registration, with number (0) of places The Oast DS0000072937.V374799.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category/ies of service only: Care home only - (PC) to service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: 2. Old age, not falling within any other category (OP). The maximum number of service users to be accommodated is 18. Date of last inspection This is a newly registered service. Brief Description of the Service: The Oast provides personal care and accommodation for eighteen older people. It was registered to new owners, Mr B and Mrs J Nemchand, in October 2008. The Oast is located in a residential area of Maidstone, close to local shops and public transport. Maidstone town centre, with a wide range of facilities including parks, pubs, cinemas, and theatres, is approximately a mile away. The home is a detached property. The accommodation is arranged over two floors. There are two staircases that lead to the second floor. One of these staircases is fitted with a stair lift. There are bedrooms rooms, six of which have en-suite facilities. There is one double room but all bedrooms are being used for single occupancy at present. There is a large, light and spacious lounge with views over the gardens and a more compact dining room. Outside there is a pleasant and secluded garden to the rear and off road parking to the front of the home. The home employs care staff, working a roster, which gives 24-hour cover. The home also employs other staff for catering and domestic duties. There is a staff call system. Fees at the time of this visit were between £334 and £375 per week with additional charges for hairdressing, chiropody, papers and toiletries. The Oast DS0000072937.V374799.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This visit took place on 2nd April 2009 and lasted four hours. The visit is called a “Key Unannounced Inspection”. The judgements made as a result of the information we gathered, both before and during the inspection, will result in the home being given a star rating. This report has been compiled using information gained during this visit and information supplied prior to the visit from a variety of sources, including notifications of incidents, the views of relatives and health and social care professionals and the home’s Annual Quality Assurance Assessment (AQAA) that is required by the Commission. Throughout this report the service users will be referred to by their preferred term which is, “the residents”. The registered manager assisted throughout the inspection. During the visit time was spent talking to residents, staff, the registered manager and the new owners. Nine residents were spoken to, some in the privacy of their own rooms and some in the lounge, to find out what they thought of the home. A tour of the home was made. Documentation, including staff files and care plans, was examined. Direct and indirect observations were made throughout the visit. The home meets the National Minimum Standards. All the requirements and recommendations made at the last inspection have been met. The residents spoken to all said that they are very well cared for and that they can choose what to do. They described the staff as being “Lovely”. One said, “The staff here are wonderful, they know I like a good conversation and you can rely on them to be cheerful and chatty”. No requirements were placed as a result of this visit. The residents, staff, the registered manager and the owners are all thanked for the welcome they gave and their help throughout this visit, especially on a day when so much work was going on in the home. The quality rating for this service is 2 stars. This means that the people who use this service experience good outcomes. The Oast DS0000072937.V374799.R01.S.doc Version 5.2 Page 6 What the service does well: There is a very stable and well trained staff team. Staff are clear about their roles and responsibilities and there is very good team working. The home is well managed. The registered manager is knowledgeable, well organised and well respected. The residents are treated with respect. Their privacy and dignity is preserved and their health and well-being is promoted. The care at the home is very good. The staff are kind and caring and residents say they couldn’t be better cared for. The care planning process is good and details individual care needs well. Staff are well trained and several are currently working towards the National Vocational Qualification (NVQ) in care at level two or three. There are sound recruitment procedures to make sure all staff are properly vetted before starting work in the home. There are sound pre-admission procedures that ensure only those people whose needs can be met in the home are offered a place. There are very good written assessments that help staff understand the care needs of new residents. What has improved since the last inspection? Although this is a new registration, the home has been running for a number of years so it is appropriate to reflect the improvements made since the last inspection under the previous registration. There have been a lot more environmental improvements since the last inspection and work was continuing on the day of this visit. These include new carpet in the lounge, landing and bedrooms; a new sink in the laundry room; and new wash hand basins in the en suite facilities. Work was in progress to provide a new hairdressing room and sluice facilities in the day of this visit and there are plans to consult an architect with view to installing a shaft lift and other improvements. The registered manager has much greater budgetary control. This means that she can make a number of financial decisions, such as calling in maintenance services when needed without recourse to the owners. The Oast DS0000072937.V374799.R01.S.doc Version 5.2 Page 7 The home now has Internet access. This means that the website of the new Care Quality Commission (CQC) and other sites where information about best practice in care is available can be accessed with ease. What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line – 0870 240 7535. The Oast DS0000072937.V374799.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 Oast DS0000072937.V374799.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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 1&3 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home provides the residents, their relatives and supporters with the information they need so that they can make an informed decision about their choice of home. Residents are properly assessed before a place at the home is offered. This ensures that only those people whose needs can be met are cared for in the home. EVIDENCE: The home was registered to new owners in October 2008. The new owners were required to submit a new Statement of Purpose during the registration process. The new Statement of Purpose was examined by the Registration team and found to contain good information about the home. The Oast DS0000072937.V374799.R01.S.doc Version 5.2 Page 10 The admissions procedures, including the pre-admission assessments of those residents who had most recently come to live at the home were examined. They contain detailed assessments of the needs of each resident and describe how care should be given. Preferences, cultural and religious wishes and life histories, where residents wish, are noted. The registered manager said that there are opportunities for prospective residents to visit the home before making a decision about moving into the home. She said that the home encourages pre-admission visits whenever possible. Residents who had recently come to live in the home said that they had been made very welcome and one said, “I immediately felt at home here. They are so kind and it is nice to have lots of people to talk to.” Four care plans were examined in detail. All showed that pre-admission assessments had been carried out and recorded in detail. The assessments clearly identified the needs of individual residents. The home does not offer intermediate care. The Oast DS0000072937.V374799.R01.S.doc Version 5.2 Page 11 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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 & 10 People using the 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 promotes the health and well-being of the residents. This means that they can feel as well as possible and make the most of life in the home EVIDENCE: All the residents who were spoken to all said that they are very happy in the home and feel “really well looked after”. Care plans are up-to-date and in order. Care plans are important documents. This is because are one of the means by which the residents and their supporters can tell that they will receive their care in the manner of their choice. Also, the plans are a source of reference information for the care workers who need to ensure that they assist people in a consistent and appropriate manner. The Oast DS0000072937.V374799.R01.S.doc Version 5.2 Page 12 Policies and procedures for the protection of the privacy and dignity of the people the home supports are in place. Staff were observed to be kind and respectful towards the residents. One resident said, “The staff are lovely, really kind, they couldn’t look after us better”. Records show that all appropriate healthcare appointments are made. Hospital and dental visits recorded. The district nurse and other health and social care professionals visit as required. There is a key worker system. This means that each resident has a named member of staff who is responsible for making sure their needs are identified and that care plans are updated. . The home monitors nutrition well. Residents said that the food is appetising and that they are always offered something light if they do not feel like eating much. Residents are weighed regularly and a record made of weight changes and action taken. If there are any concerns then food and fluid intake is also carefully monitored. The registered manager and senior staff have responsibility for the administration of medication. There are sound policies and procedures for the management and administration of medicines in the home. There were a no gaps on the Medicines Administration Record (MAR) and all staff with responsibility for the administration of medicines have received recent and appropriate training. Medicines are stored safely and the procedures for storage of received and return medicines has been made more secure. These are no longer stored in the same cupboard as substances such as cleaning fluids. The Oast DS0000072937.V374799.R01.S.doc Version 5.2 Page 13 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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 & 15 People using the service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home encourages residents to take part in a wide range of activities. This helps them maintain their sense of autonomy and independence. EVIDENCE: The residents said that they have plenty to do. Some said that they prefer to spend time in their rooms but that the staff checked on them and stopped by for a chat. One said, “You can always rely on the staff for a good old chat”. The home does not have a designated activities person but all staff encourage the residents to take part in activities such as bingo, crosswords, quizzes and board games. Lots of the residents enjoy handicrafts and several were The Oast DS0000072937.V374799.R01.S.doc Version 5.2 Page 14 knitting or sewing on the day of this visit. There are plenty of boxed games, quizzes, books and music in the home. Residents say that they can decide what to do. They said that they get up when they want to and do, as they like. They said that they are glad that they don’t have to join in things if they don’t want to. One said, “We want for nothing here, there is good food, a lovely garden and nice people to talk to”. Residents said that their family and friends are always made welcome when they visit the home. There is a small quiet room that can be used for visitors but most residents prefer to either receive their visitors in their rooms or the main communal areas. Birthdays and other special occasions are celebrated with special meals and parties. Cultural and religious needs are noted in the care plans. All residents consider themselves to be either practicing or non practicing Christians and church members and leaders visit the home to give communion and other spiritual support for those residents who wish. A local evangelical group also visits the home. The residents all said how much they enjoy their meals. They said there is always plenty to eat and that the meals are tasty. The registered manager said that the home tries to cater for everyone’s likes and dislikes. The manager has a budget for food purchase and is able to organise this locally. The home manages nutrition well and takes appropriate action should a resident not feel like eating or begins to lose weight. However, the weight records inspected showed that residents were more likely to put on weight than lose it. The staff take the menu round to the residents in the morning so they can choose what they would like to eat. There is always the option for a cooked breakfast and vegetarian meal. There is a choice of two main meals but the cook will always prepare something different if a resident did not fancy either of the two main options. In the evenings there is a hot meal, sandwiches and/or soup. The dinning room is a little small and would benefit from an extension in the future. Currently, although the residents can be seated comfortably, walking aids have to be left in the hall as there is no room for them. The Oast DS0000072937.V374799.R01.S.doc Version 5.2 Page 15 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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 16 & 18 People using the 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 listens to, and acts upon, the concerns and ideas of residents, their supporters and staff. This means that the interests of the residents are safeguarded in as far as possible. EVIDENCE: The home has sound complaints, concerns and safeguarding policies and procedures. Staff clearly understand these and would have no hesitation in reporting any concerns to the manager. They are also prepared to make a complaint on behalf of a resident if they feel this is necessary. Staff receive regular training in safeguarding procedures and staff files show that training is up to date. The staff are clear about the need to report concerns and understand safeguarding procedures well. The Oast DS0000072937.V374799.R01.S.doc Version 5.2 Page 16 The residents said that they have no complaints at all and that they can talk easily with the manager and the staff. One said, “They always ask us what we like and try to give us what we fancy, it’s not always easy for the staff – we all have different ideas of what we want – but they ask us and try to please us all. I’ve no complaints and they always make my family welcome as well”. Another said, “The new owners are very nice, if I had any complaints – which I don’t – I know I could tell them”. Indirect observation showed that the new registered providers spent time with the residents and were interested in their views. The Oast DS0000072937.V374799.R01.S.doc Version 5.2 Page 17 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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 19, 22, 23 & 26 People using the 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 environment is safe, clean and well maintained. This gives the residents a pleasant and homely place in which to live. EVIDENCE: The environment is pleasant, homely and very clean. There have been a great number of recent environmental improvements. These include refurbishment of the laundry room; new carpets in the lounge and all the bedrooms; some new beds and new wash hand basins in the ensuite toilet facilities. We were The Oast DS0000072937.V374799.R01.S.doc Version 5.2 Page 18 told of other environmental improvements that are planned. These include the removal of a heated towel rail in one of the bathrooms that could present a hazard as it is not possible to fit a cover to this rail, more new furniture and provision of a shaft lift if this is possible. The advice of an architect is currently being sought. Storage space in the home is limited but this has been looked at since the last inspection. The home has reviewed the way it stores substances hazardous to health (COSHH), returns of medications and mobility equipment. A new COSHH store has been created, there is a better system for storing medicines for return to the pharmacy and there is better management of mobility aids. It was good to note that all the recommendations in respect of these issues had been addressed appropriately. The layout of the home is such that these issues will need regular review. The communal areas are pleasant and airy. The lounge has views over the gardens and residents say that they enjoy being able to see the gardens and go out into to them when the weather permits. All the bedrooms are well furnished and decorated. Each resident has been able to personalise his or her room. Many have brought items from their own homes to make their rooms more homely. Residents said that they had been consulted about colour schemes and carpets for their rooms. They said they were very pleased with the improvements. One said, “I love the colour scheme now and the carpet is lovely and soft”. The garden is safe and enclosed. The staff smoking area has been relocated so that it is no longer outside the kitchen or residents’ rooms. Good infection control measures are in place and the home is kept very clean and odour free. The laundry was being refurbished and a sluice was being fitted on the day of this visit. These improvements will significantly reduce the risk of infection. The Oast DS0000072937.V374799.R01.S.doc Version 5.2 Page 19 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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 & 30 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There is a stable, carefully vetted, well trained and dedicated staff team who clearly understand the care needs of each resident and are able to meet these needs. EVIDENCE: There is a very stable staff team. Only one member of staff has left in the last year. This was due to ill health. However, there has been an increase in funding for staff to support the needs of those residents whose needs are changing due to increasing frailty. The home is currently recruiting new night staff. There is a well structured staff training programme. All staff have received all necessary statutory training as well as specialist training in areas such as diabetes and dementia. The Oast DS0000072937.V374799.R01.S.doc Version 5.2 Page 20 Observation showed that the staff interact very well with the residents. There is a friendly banter, kindness and creativity. Staff encourage individual activities, conversation and puzzles. Residents say that the staff are lovely and always cheerful. As the home is in the process of recruitment it was possible to track the recruitment process in detail. Examination of recruitment documentation showed that the home follows a very thorough and careful process. There is a detailed application from that includes a health questionnaire and asks for written references and career history. Examination of staff files confirmed that training has been undertaken and that existing staff have been carefully vetted and all appropriate checks were made before offering them a job at the home. The Oast DS0000072937.V374799.R01.S.doc Version 5.2 Page 21 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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 31, 32, 33, 35 & 38 People using the 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 the views of the residents are listened to and acted upon. This means that the home is run in the best interests of the people using this service. EVIDENCE: Since the last inspection there has been a change of ownership of the home. The new owners were registered in October 2008. They form a legal partnership in relation to the ownership of the home. This means that they have equal responsibilities, ownership and holdings. The Oast DS0000072937.V374799.R01.S.doc Version 5.2 Page 22 In order to gain registration they were required to undergo a rigorous vetting process in accordance with the Commission’s policies and procedures. This process found that they have a clear business plan for the home that includes financial provision, consideration of the individual needs of the residents and staff training. It was good to note that both the owners were on site on the day of this visit. They were overseeing environmental improvements and spending time with the residents. The new owners have made significant financial investment in improvements to the home and have plans for further developments such as adding a shaft lift and possible enlarging the dining room. The registered manager, Mrs Denise Cuttridge, holds the combined Registered Manager’s Award (RMA) and National Vocational Qualification at level four (NVQ IV). She has over sixteen years experience of working in care settings and maintains her continuing professional development in a number of ways including attendance courses, reading and use of the internet. The home continues to be very well managed on a day-to-day basis. The input from the new owners has meant that the registered manager now feels much better supported. The home now has access to the internet and this means that it is easier for everyone, including the owners, the manager and staff, to keep up to date with best practice in care and the developments in the new Care Quality Commission (CQC). It also means that e-mail can be used by, or on behalf of, residents to keep in with friends and relatives. The registered manager has an open door policy and staff say that she is very approachable. Observation showed that she has very good rapport with the new owners and staff. She is hard working and documentation is up-to-date and well organised. There is clear evidence that she spends o lot of time talking to residents and getting their views. She is also willing to help out with all tasks in the home. On the day of this visit she was helping to move furniture so that new carpet could be laid. There are sound quality assurance measures in place and it was very good to note that the new owners have developed such a good working relationship with the registered manager. They are making regular visits to the home and working with the manager to identify needs in all aspects of the home. The home does not act as appointee for any of the residents and there are good accounting procedures for the small amounts of money held on behalf of some residents. Staff continue to receive regular one-to-one supervision and to have their training needs met. The Oast DS0000072937.V374799.R01.S.doc Version 5.2 Page 23 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 X 4 X X N/A 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 4 13 4 14 4 15 4 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X 4 3 X X 4 STAFFING Standard No Score 27 4 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 3 3 X 3 X X 3 The Oast DS0000072937.V374799.R01.S.doc Version 5.2 Page 24 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 Oast DS0000072937.V374799.R01.S.doc Version 5.2 Page 25 Care Quality Commission Maidstone Office The Oast Hermitage Court Hermitage Lane Maidstone ME16 9NT National Enquiry Line: 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. 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