Care Home: The Old Rectory

Similar services:

• Byars Care Home
• St Marys Nursing Home
• Bramble Lodge
• Parkmanor Residential Home
• Thornham Grove
• Hunter`s Lodge
• London Road Neurological and Specialist Care Unit
• Carlton Care Home

What the care home does well The people live in comfortable, well maintained and clean accommodation. People are able to make their rooms more homely with their own personal belongings if they wish. Each person is encouraged and supported to be independent and take part in meaningful activities. They are also offered choices about what they wish to do and to make decisions about how they spend their lives. Staff communicate well with them and respect their choices and decisions. People living in the home are cared for and supported by a caring, educated and committed team of staff. There is a programme of education and training provided for staff, which ensures that staff know how to care and support the people who live at the home. Visitors are made welcome and kept well informed. This is a well managed service, which has systems in place to check on the overall quality of the care and accommodation provided to ensure standards are maintained and improved. What has improved since the last inspection? All requirements from the last key inspection have been addressed. An extensive programme of decoration has taken place throughout the home. This has included refurbishment, redecoration of all bedrooms, lounge areas and bathrooms. In addition they have provided a new themed restaurant `Hero`s Bistro` and provided a club room which offers a range of activities, a craft room and client`s kitchen. They have reviewed all the information in care records to make it clearer and more person focused. They have introduced a new imitative, "Meet and Greet" which has a checklist at the front of each person`s care plan to ensure that each person is correctly admitted to the home, accurate information obtained and the person is assisted to settle into the home. The amount of training offered to staff has increased their skills and knowledge. The home was awarded 3 stars `good` by East Lindsey District Council in recognition of the catering service provided. The home was awarded 3 stars `excellent` by Lincolnshire County Council following a quality assurance inspection. They have improved the gardens by providing more seating areas, ornamental statues and a safe enclosed garden at the back of the home. What the care home could do better: We noticed that the manager was not sending written confirmation to the person following their assessment to confirm that the service could meet their needs. She agreed to ensure this was done in the future. In addition we noticed that the complaint`s procedure did not have the name of CQC with our new contact telephone number. The manager updated the information during our inspection visit. Prime Life have a well established quality assurance system in place and where improvements are required they are already being addressed by the manager staff or by Prime Life. Key inspection report Care homes for older people Name: Address: The Old Rectory Stickney Main Road Lincolnshire PE22 8AY     The quality rating for this care home is:   three star excellent service A quality rating is our assessment of how well a care home is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this full review a ‘key’ inspection. Lead inspector: Tobias Payne     Date: 0 3 0 6 2 0 1 0 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Older People Page 2 of 27 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 27 Information about the care home Name of care home: Address: The Old Rectory Stickney Main Road Lincolnshire PE22 8AY 01205480885 01205481259 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Prime Life Ltd Name of registered manager (if applicable) Cheryl Shave Type of registration: Number of places registered: care home 44 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category physical disability Additional conditions: The maximum number of service users who can be accommodated is 44 The registered person may provide the following categories of service only: Care Home only - Code PC to service users of the following gender: Either whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category - Code OP Physical Disability - Code PD Date of last inspection Brief description of the care home The Old Rectory Care Centre is a care home providing personal care for up to fortyfour older people of either sex over 65 years of age, some of whom may have a physical disability. It is a large, 18th century country house with three additional purpose-built wings, situated on the high street in the village of Stickney, on a main bus route eight miles from the town of Boston. The village has a church, shops, Care Homes for Older People Page 4 of 27 Over 65 44 0 0 44 Brief description of the care home hairdressers, post office, pub, doctors surgery, primary school and nearby, the tourist attraction of Stickney Farm Park. It was purchased by its present owners, Prime Life Limited, in December 2008. The accommodation consists of 41 single rooms, 14 of which are en-suite with a toilet and washbasin. Nine of these also have a shower facility. Communally there are three lounges, one those people who wish to smoke, one dining room, three bathrooms and one shower-room, all with a toilet, and five toilets. The upper floor can be reached by a passenger lift, two stair lifts and three staircases. The grounds extend to over one acre, with a garden at the front and a further large garden at the rear, part of which has been landscaped to provide a secure, tranquil outdoor area. There are two car parks, one for visitors and one for staff. The weekly fees at the time of our inspection visit ranged from £402 to £525. Additional charges are made for services such as hairdressing which ranged from £7.50p to £25, chiropody £10, toiletries and personal newspapers and magazines. Information about the home including the statement of purpose, service users guide and a copy of our last inspection report can be obtained from the manager. Information about the home can also be made available on request in other formats including different languages, pictures and Braille. An intermediate care service is not provided at the home. Care Homes for Older People Page 5 of 27 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: three star excellent service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: The quality rating for this service is 3 stars. This means the people who use this service experience excellent quality outcomes. The previous key inspection was on the 24/6/2009. At this inspection we reviewed all the information we had about the home and made an unannounced inspection visit to the home which lasted for 5 hours. The manager was present throughout the inspection visit and was given feedback at the end of the inspection. The main method of inspection used was called case tracking which involved selecting 2 people and tracking the care they receive through the checking of their records, discussion with them, the staff and observation of how the staff and people living in the home related to one another and the care practises in the home. We looked at a sample of care records and policies and procedures as well as staff records and walked around the home to see the quality of accommodation and visited Care Homes for Older People Page 6 of 27 some of the bedrooms with the permission of the people living in the home. We spoke with 10 people living in the home, one visitor, a visiting community nurse as well as 4 members of staff. An (AQAA) Annual Quality Assurance Assessment was completed by the manager and sent to us before our inspection. This is a self assessment document completed by the manager of the care home. It sets out evidence from the provider to demonstrate that they are meeting the Care Home Regulations. The information was very clear and detailed. We sent out surveys to obtain the views from the people living in the home and from staff. We received 8 surveys from people living in the home and 3 from staff before this inspection. All comments were positive and are included throughout this report. Where the use of we or us has been used throughout this report it refers to the Care Quality Commission. Care Homes for Older People Page 7 of 27 What the care home does well: What has improved since the last inspection? What they could do better: We noticed that the manager was not sending written confirmation to the person following their assessment to confirm that the service could meet their needs. She Care Homes for Older People Page 8 of 27 agreed to ensure this was done in the future. In addition we noticed that the complaints procedure did not have the name of CQC with our new contact telephone number. The manager updated the information during our inspection visit. Prime Life have a well established quality assurance system in place and where improvements are required they are already being addressed by the manager staff or by Prime Life. 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. Care Homes for Older People Page 9 of 27 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 10 of 27 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Good and clear information is provided to people to enable them make an informed choice of where to live. They are assessed before they come to the home which ensures that individual needs can be met within the home. Evidence: At the entrance to the home was information about the home, a service users guide and a statement of purpose which had a copy of our last inspection report. All information in these documents was clear and detailed and up to date. Each person received a service users guide which also had other useful information about the home including terms and conditions of their admission. The manager told us that where a referral was made she would arrange to visit each person and make a thorough assessment of their needs involving the person and any other person involved in their care and support. However we saw that once a person agreed to stay, no written confirmation was sent to them to confirm that based on the assessment the home could meet their needs. The manager agreed to ensure this was Care Homes for Older People Page 11 of 27 Evidence: done for future admissions to the home. The manager told us that before a person comes to the home each person is invited for a trial visit to meet staff, stay of a meal or an overnight stay to see whether the home will suit their needs. Each person is also introduced to their key worker when they are admitted to the home through an imitative called, Meet and Greet. Through case tracking we looked at records for 2 people who had recently been admitted to the home. We could see that a detailed pre admission assessment was made. We also spoke to the one person who confirmed this and told us when I came here I received a very warm welcome and have settled in the home and am very happy here. The service does not offer intermediate care. Care Homes for Older People Page 12 of 27 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The health and care needs are fully met. Medication was safely given by staff who knew what they were doing. Evidence: The manager told us that since the last inspection all care records had been reviewed and a new system to record care to make it more person centred had been introduced for all people living in the home. We saw care records were detailed giving details about the care and support provided to the people living in the home. Each included a photograph of the person, details of their assessment at the time the person moved into the home, care plan, moving and handling and risk assessment. In addition, there was information about the person including their life history, communication needs, personal hygiene, nutritional assessment, daily and evaluation reports. The amount of information had clear instructions about how staff could meet the needs of each person. The care plan outlined each persons needs, action and safety strategies for staff/carers, risk assessments, hazard provoking factors, aims/goals of the care plan and each persons needs and choices. This to enable the persons needs to be met. Each entry was dated with a signature of both the key worker and where ever possible Care Homes for Older People Page 13 of 27 Evidence: the person receiving the care and support or their advocate. As part of the quality assurance procedures the manager carried out regular audits of the care records each month. Evaluations and reviews were clear and entries were signed and dated. All the people we spoke with were very positive about the way staff attended to their needs. Comments included, I am very happy here, staff are very kind and I like living here. Throughout our visit we saw staff being polite and courteous and helped people in a calm, kind, sensitive and unhurried manner. Throughout our visit we heard staff greeting visitors and laughing and talking with the people living in the home. Where required, people living in the home were referred to their local doctors, Community Nurse, Tissue Viability Nurse, Continence Nurse, Opticians, Dentist, Chiropodist and other specialists. We spoke with a visiting community nurse who was very positive about the home and comments included, in the past we had poor communications with the home but this has greatly improved. The staff and manager are very friendly and the manager acts on any concerns very promptly. I am now very satisfied. The manager told us that 8 care staff gave out medication. There was a policy and procedure for this and following training the manager assessed each person before they were considered safe to administer medication. Records we saw were clear and well maintained with a good audit trail. The manager told us that the people were encouraged by the staff team to self medicate and on the day of our inspection visit one person took responsibility for this. Other people needed a degree of assistance in order to ensure they took their medication safely. They received regular pharmacy inspections the last being on the 12/12/2009. Comments in the report included, all in good order. Stock control excellent. Regular monthly audits were also carried out by the manager. Care Homes for Older People Page 14 of 27 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are able and supported to make their own choices about how they want to live their lives, and what they want to do. Social activities are varied and provide stimulation and interest for people living in the home. People enjoy varied and nutritious meals. Evidence: On admission to the home details were obtained about each persons interests and life history and this information was contained in their care records. Activities are carried out by staff. At the entrance to the home there was a large notice board information corner with details about Prime Lifes Passion for Food and Passion for Choice. Following the last inspection the manager carried out a survey to find out from the people what type of activities they wanted. As a result we were saw an activities programme for June 2010 which outlined activities for each day which ranged from trips out, pot planting, manicures, nail painting, visits to local church, coffee morning, Bingo, music and movement, dominoes, knitting club, film afternoon and flower arranging. In line with the major improvements in the home they have provided an activities centre which offered a range of activities including pool, SkY TV, various board games, a craft room and a clients kitchen. Opportunities have been provided for the people to enjoy the 3 large screen TVs, Nintendo Wii games, craftwork, Care Homes for Older People Page 15 of 27 Evidence: cooking projects, and to use the facility to celebrate various events that occur throughout the year. Comments from the people included, they make sure that I am clean and tidy, my hair and nails are done each week and I have enough to eat and drink and we have an activity centre which allows the people to do an activity of their choice. We also saw an activities folder with photographs of the months activities which had included birthdays, entertainers, pamper evenings, visit to a seal sanctuary as well as visiting dogs. We also saw photographs of a recent activity on the 1/6/2010 displayed on the wall at the entrance to the home. Information about each persons food preferences was passed on to the catering staff having been obtained during the admission process. We saw during the morning people at different times being brought to the dining room with staff and then their breakfast being brought to them to suit their needs. We also saw lunch being served by staff to the people who were sat at the tables, which were laid with clean tablecloths, place mats and cups and saucers. The people living in the home were offered 3 main meals a day plus snacks. East Lindsey District Council awarded the home 3 stars (good) on the 24/7/2009 following an inspection, in recognition of the catering service provided. We saw staff were assisting those people who needed assistance in a dignified, unhurried, calm and sensitive manner. All the people we spoke with were complimentary about the food. Comments included, Sometimes I do not like what is on the menu but they try to find something I like and I love the food. It suits my needs. We also saw bowls of fresh fruit in each lounge and dispencers in the dining room for fruit juices and a fridge which enabled the people to have drinks, biscuits, sandwiches and snacks to suit their needs. Care Homes for Older People Page 16 of 27 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are protected from abuse by robust and safe recruitment procedures. Visitors are made to feel welcome and involved. Evidence: Each person received a copy of the complaints procedure in the service users guide and this was also in the statement of purpose and displayed at the entrance to the home. We noticed that it did not contain our new name and telephone number but during our inspection visit the manager amended this information. Over the last year they had received 3 complaints which were investigated using their complaints procedure. During our visit none of the people living in the home, visitors or the staff had any complaints about the home and felt they could discuss any concerns with staff or the manager. Staff also knew what to do if they received a complaint from a person living in the home. Information provided for us by the manager before this visit also confirmed that there were policies and procedures in place to follow in order to safeguard the people living in the home. We were aware that they have received one safeguarding adults investigation by Lincolnshire County Council during the past year. The service had an up to date copy of Lincolnshire County Councils Adult Protection Policy and all staff received regular training. We spoke with 3 staff who confirmed that had received this training, knew what abuse was and they showed knowledge about their role and what they would do if abuse was suspected. We have received over the last year no Care Homes for Older People Page 17 of 27 Evidence: complaints. We also saw posters advising staff of the whistle blowing policy and how to raise issues of concern. All staff were correctly recruited including a check by the Criminal Records Bureau (CRB) and during their supported induction each member of staff received information about abuse. We saw they were keeping clear records with receipts and signatures where the people living in the home had asked the home to look after their personal money. We spoke with one visitor during our visit. Comments were very positive and included, the home has greatly improved. They look after my mother very well and I am very satisfied with the way they have cared for my mother and supported me. Care Homes for Older People Page 18 of 27 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People live in clean, comfortable, safe and well maintained accommodation. The infection control policy is followed and a safe environment is maintained. Evidence: The home was well maintained and decorated throughout. A complete and thorough programme of refurbishment had taken place including a new cafe type dining room, social and activity centre and lounges. Many of the rooms overlooked the garden areas. Rooms were very individual with items of furniture, pictures, televisions and personal mementoes. All bedrooms were single with a number of which are en-suite. We could see there were signs indicating where rooms were and outside each bedroom was a sign with the name and photograph of the person, lock to each door and door knocker. We were told that ther staff encourage the people to personalise their rooms and involve them choosing colour schemes. During our visit we walked around the home and found all areas of the home were clean, tidy and odour free. We saw throughout our visit housekeeping staff cleaning all areas of the home thoroughly and showing pride in their work. People we spoke with told us they were very satisfied with the decoration and cleanliness of the home. They also spoke of how they liked their bedrooms. People told us, I like my room, I have a very comfortable room, The home is lovely and clean and the staff are lovely and they look after my clothes very well. We saw people sitting in the lounges as well as in their bedrooms. Some of the people were reading, watching television, doing jigsaw puzzles or talking to one Care Homes for Older People Page 19 of 27 Evidence: another. As it was a hot day other people were outside the front of the home sitting on garden seats shaded by the trees or umbrellas talking to one another or staff are enjoying the sunny day. The gardens were colourful, stimulating and well maintained with hanging baskets on the outside of the building. All footpaths were clear from hazards and garden seating was available for the people to use so they could sit outside in warmer weather. Communal areas were spacious with sufficient space for those people who use wheelchairs to move around freely. Care Homes for Older People Page 20 of 27 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People live in clean, comfortable, safe and well maintained accommodation. The infection control policy is followed and a safe environment is maintained. Evidence: People we spoke with did not express any worries about the level or availability of staff. During our inspection visit we saw staff attended to the needs of the people promptly and in a calm and friendly manner. Throughout our visit people we spoke with felt the home was adequately staffed with staff who were experienced and competent to care for the people living in the home. All the comments were very positive. The home had care assistants, housekeeping, catering and laundry staff as well as a manager. The people we spoke with told us the staff are very kind and considerate. they maintain a cheerful disposition and makes my mother in law feel at home. The manager told us she monitored the dependency and varying needs of the people. We examined the files for 2 new members of staff. Records were clear, detailed and showed that staff were safely recruited in accordance with the regulations. This included a check by the Criminal Records Bureau (CRB). When new staff started work at the home they received a supported nationally recognised induction programme during which time they learnt about the policies and procedures of the home and how Care Homes for Older People Page 21 of 27 Evidence: to provide the necessary care and support to the people living in the home. There continued to be a wide range of training provided. Staff are encouraged and supported to obtain training in care to National Vocational Qualification standards. The manager told us that 80 of staff had an NVQ level 2. In addtion staff are encouraged to train for NVQ level 3 to further develop their skills. Training over the last year had included fire prevention, first aid, food hygeine, infection control, safeguarding adults, moving and handling, Mental Capacity Act 2005 and handling medication in a socal care setting. Each person had detailed training records and a learning and development portfolio. We spoke with 4 members of staff who told us, I have been here a year and I was recruited with a CRB check and supported induction, the manager is brilliant and very supportive, I received regular supervision and support, There is a a lot of training provided. Care Homes for Older People Page 22 of 27 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The people and staff benefit from the positive leadership of the management team. Evidence: The manager has been the manager of the home since 2008 and has a great deal of care and managerial experience of elderly people. She has a care and management qualification. People living in the home, visitors and staff we spoke with told us they had a good relationship with the management team and felt they were open and supportive. People and visitors we spoke with echoed these views. Comments from people living in the home included, the home has changed so much. Before it was very poor. Now it is fantastic, Cheryl is marvelous, I am very satisfied with the improvements in the home. Other comments included, they do everything well, it is well organised. Staff told us I am very happy here, we have a good team. There were comprehensive established quality assurance procedures. These consisted of internal audits by the manager about medication and care records. Each audit had a report produced with action plans where improvements have been required to be Care Homes for Older People Page 23 of 27 Evidence: carried out. In addtion Prime Life carried out a finance audit on the 15/10/2009 with action plans where any issues had been identified. They also received monthly unannounced monitoring visits by Prime Life and detailed reports were made and available for us to see. There was an annual survey to obtain the views of the people living in the home in March 2010. One question asked people their views about what they thought of the changes which had taken place. They received 17 responses. Comments included, alot better and very comfortable. Lincolnshire County Council awarded the home 3 stars excellent as a result of a quality assurance review. We also saw a compliments folder which echoed the positive views about the home. These included thanks to all the staff for their hospitality. My first stay and I have felt very comfortable, the home was neat and tidy, the management are so coordinated and each of them so nice and we found it a lovely home. Mum really enjoyed being here. We also saw that the manager held regular resident and staff meetings and was also available twice a month to discuss any concerns. This information was on the notice board at the entrance to the home. The manager also told us and staff confirmed that they received supervision every 2 months. We saw that peoples personal monies were correctly maintained with receipts, clear records, 2 signatures and regular balance checks by the manager and regular audits by Prime Life. There were a range of policies and procedures which were regularly reviewed and updated. Information was in place and easily available for staff to refer to covering aspects such as personal care, health and safety matters and staff codes of conduct. Records were in place to show that risks have been assessed relating both to individuals and the environment in order that action can be taken to minimise them. There were comprehensive health and safety policies, which also included detailed and up to date risk assessments and a fire risk assessment. There were regular tests of the fire system as well as regular fire drills. There were also infection control policies and hand sanitizers in toilets and bathrooms. Records we saw throughout our inspection visit were well maintained, up to date and available. We also saw that the manager monitored the number of accidents every month and that on the 1/1/2009 she noted 24 falls but her last report of the 24/4/2010 showed 3 falls. Care Homes for Older People Page 24 of 27 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 25 of 27 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations Care Homes for Older People Page 26 of 27 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. Care Homes for Older People Page 27 of 27 - 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!