Care Home: The Woodlands

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What the care home does well The manager and management team are very experienced, knowledgeable and welltrained. The management approach has created an open, positive and inclusive atmosphere. One person at the home said, "they are excellent managers". A relative said "staff and managers are fantastic". Although the home is due to close in 12-18 months managers and staff have not lost sight of the importance of keeping up the quality of care as well as the environment where possible. As people have been involved and consulted with the plans for the new building there is little anxiety around. A resident said, "I`m looking forward to moving into the new home, we`ll have our own toilet which will be nice". Although there is not an activities co-ordinator at the home staff ensure that activities are available each day. These are varied and aim to meet the needs of people at the home. One person said, "we have some lovely singers in and the infant school children come to sing for us". People recently asked for outings to an ice skating event and `strictly come dancing` and staff have arranged this with the money provided from the amenities fund. The theme nights are particularly enjoyed by residents and staff make sure that these are fun events by dressing up and providing food suitable to the theme of the day for example an Italian theme. Residents highly praised staff at the home. They were described as dedicated and committed to their work. One person said, " all staff are good, I can`t say one is better than the other, they will do anything for you". A staff member said, "it`s great working here, it`s a lovely happy home". Staff are well-trained and attend all mandatory training as well as additional training. There was a safe and well organised system for managing medication and people were encouraged to self medicate if they wished to do so. The food provided was of a good quality. Most food was home-made. The cook, staff and residents all said that staff would try to accommodate anyone that wanted to try something different. One resident said, "the food is fantastic. Before coming here I was poorly and lost a lot of weight but they have built me up here". Another person said "the food here is excellent, well presented appetising and varied". The managers and staff always try to work in a person focused way, treating each person as an individual and encouraging their independence whilst respecting their privacy and dignity. What has improved since the last inspection? The managers and staff have worked hard to improve the quality of the personal service plans for each person. They are now more personalised and reflect the needs and wishes of each individual. They have tried to obtain information about each person`s life to help staff to be more aware of each person`s background. The manager and some staff have undertaken dementia care mapping training which is specialised training to support people with dementia. Since this training they have put into place action plans to support people with dementia and ensure that their needs arewell met. A bathroom has been refurbished with up-to-date equipment for people with mobility difficulties. Additional infection control and tissue viability training has been provided. What the care home could do better: Although people with any complaints and concerns are listened to and taken seriously, these are not always recorded in the complaints record as required. There are two toilets on the first floor that have an unpleasant odour. The flooring may require replacement to eliminate this odour. Inspecting for better lives Key inspection report Care homes for older people Name: Address: The Woodlands Inkersall Green Staveley Chesterfield Derbyshire S43 3HB     The quality rating for this care home is:   three star excellent service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Jill Wells     Date: 0 4 1 1 2 0 0 8 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. 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. the things that people have said are important to them: They reflect 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. 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 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 Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 30 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2008) Commission for Social Care Inspection (CSCI). 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 CSCI copyright, with the title and date of publication of the document specified. www.csci.org.uk Internet address Care Homes for Older People Page 3 of 30 Information about the care home Name of care home: Address: The Woodlands Inkersall Green Staveley Chesterfield Derbyshire S43 3HB 01629537411 Telephone number: Fax number: Email address: Provider web address: Notgiven Name of registered provider(s): Name of registered manager (if applicable) Maxine Beer Type of registration: Number of places registered: Derbyshire County Council care home 18 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: Derbyshire County Council is registered to provide accommodation and personal care for persons of both sexes at The Woodlands Care Home whose primary care needs fall within the following category:- Older persons, not falling into any other category (OP) 18 Date of last inspection Brief description of the care home The Woodlands is situated in the village of Inkersall on the outskirts of Chesterfield. The home is near to local facilities, including shops, a social club, pub, post office and public transport. The home is owned by Derbyshire County Council and provides personal care for up to 18 residents aged 65 years or over. The home provides day assessment for prospective residents and short term care. All residents are accommodated in single rooms, although some rooms can be arranged as doubles for those wishing to share. There are two lounge / dining rooms, a quiet room and a smoking lounge. There are garden areas surrounding the home with a private, secure Care Homes for Older People Page 4 of 30 0 Over 65 18 Brief description of the care home patio to the rear. Fees charged are Short-term care 102.90 to 336.42 per week dependant on a persons savings. Long term care 0.00 to 392.18 per week, dependant on income, savings and property they have. Additional charges are made for hairdressing, chiropody, newspapers and toiletries. Care Homes for Older People Page 5 of 30 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 the service is three star. This means the people who use the service experience excellent quality outcomes. The inspection visit was unannounced and took place over 8 hours. There were 10 people living at the home on the day of the inspection and 5 people for respite care. 5 residents, 3 staff, 2 visitors, the manager and two deputy managers were spoken with during the visit. Some residents were unable to contribute directly to the inspection process because of communication difficulties, but they were observed during the visit to see how well their needs were met by staff. We also looked at all the information that we have received, or asked for, since the last key inspection on the Care Homes for Older People Page 6 of 30 1st August 06. This included: The annual quality assurance assessment (AQAA) that was sent to us by the service. The AQAA is a self-assessment that focuses on how well outcomes are being met for people using the service. It also gave us some numerical information about the service. What the service has told us about things that have happened in the service, these are called notifications and are a legal requirement. The previous key inspection report. Completed surveys from people living at the home, staff, relatives and professionals that visit. Records were examined, including care records, staff records, maintenance, and health and safety records. A tour of the building was carried out. What the care home does well: What has improved since the last inspection? The managers and staff have worked hard to improve the quality of the personal service plans for each person. They are now more personalised and reflect the needs and wishes of each individual. They have tried to obtain information about each persons life to help staff to be more aware of each persons background. The manager and some staff have undertaken dementia care mapping training which is specialised training to support people with dementia. Since this training they have put into place action plans to support people with dementia and ensure that their needs are Care Homes for Older People Page 8 of 30 well met. A bathroom has been refurbished with up-to-date equipment for people with mobility difficulties. Additional infection control and tissue viability training has been provided. 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 set out on page 4. The report of this inspection is available from our website www.csci.org.uk. You can get printed copies from enquiries@csci.gsi.gov.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 9 of 30 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 30 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. Peoples needs are fully assessed prior to admission so the individual and the home can be sure the placement is appropriate. Evidence: Information in the annual quality assurance assessment completed by the manager said that people are encouraged to visit to look around the home before a day assessment is made. Staff pride themselves on their welcoming and friendly atmosphere. A service user guide is always given and they give all relevant information to people on admission. During the inspection visit the statement of purpose and service user guide were seen. A pack was in each persons bedroom. Included in the pack was the statement of purpose, service user guide, complaints procedure, and information concerning each individuals social care records. The service user guide made it clear that the service Care Homes for Older People Page 11 of 30 Evidence: provides short-term care, respite care, rotating care and on occasions emergency care and gave other useful information about the home. A person recently admitted for respite care that was spoken with said that they appreciated the information provided and thought that it was very thorough. Three peoples records were seen. Each person had a full needs assessment and a care plan completed by a care manager from Social Services before being admitted to the service. Several people spoken with confirmed that they were given the opportunity to spend time in the home before deciding to live there. Staff made them feel comfortable and they were able to ask any questions about life in the home. The manager confirmed that they would not accept someone unless they were sure that they were able to meet their assessed needs. The home is planning to close within the next 12-18 months and people living at the home will have the opportunity to move to a new care home being built in the same village. Due to this, the home is not accepting any new permanent residents. Vacant beds are being used for people that require respite care. The people living at the home have been fully consulted and involved in the plans. One resident said that they had an opportunity to look at a similar new build care home to see what their new home was likely to look like. This person was looking forward to the new home, particularly as each room would have ensuite facilities. Care Homes for Older People Page 12 of 30 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. Peoples health and personal care needs are very well met, treating each person as an individual and the principles of respect, dignity and privacy are put into practice. Evidence: The information in the annual quality assurance assessment completed by the manager said that a manager contacts the relevant health services when any concerns or changes are noticed. Additional equipment is sought to meet the changing needs of individuals. People have the GP of their choice. All senior staff have had medication training and have had successful assessments. The end of life care is excellent. During the inspection visit three peoples files were seen. There was a very detailed service user plan for each person. These were individualised and person centred for example, gets anxious for self and other residents, and likes a jug of fresh water and glass with them at all times of day and night. They were drawn up with each person and signed by them. There was also a personal fact file for each person. These included information such as the name they like to be called by and any special friends Care Homes for Older People Page 13 of 30 Evidence: that they have. There was also a document titled, usual day pattern. This included information about their usual daily routines for example likes to go to bed at 8 p.m., later if something on TV and likes a cup of tea at 6 a.m.. Each of these documents clarified that each persons daily routine may vary. There was a monthly summary about each person completed by the key worker with involvement from each individual if possible. There were clear records of visits from GP, district nurse, chiropodist, optician and any hospital or audiologist appointments. During the inspection visit there were several times when discussions were heard between staff and managers about concerns about individuals health. The manager on duty on each occasion quickly arranged for a GP or district nurse to become involved. Peoples weight was regularly recorded and monitored. One persons weight chart showed weight loss. The record stated, been poorly, may account for slight weight loss, appetite appears to be returning, continue to monitor . Each person had a nutritional assessment, tissue viability assessment, falls risk assessment and moving and handling plan in place. Anyone at risk of falls had a risk management plan to minimise the risk of falls. One persons file that was seen had dementia. The manager and some staff had undertaken dementia mapping training which is specialist training to support people with dementia. Dementia mapping had been completed for this person and an action plan written as a result of this work. Significant work had been done to improve the quality of life for this person with full involvement from family. An example was that the mapping highlighted that the person was unable to access their room independently. They were therefore moved to a downstairs room. Mirrors were also covered in their room as they were making them anxious. This persons needs were regularly assessed to ensure that the home could still meet them. The persons records stated, we will continue to try to find solutions to any difficulties. This evidenced that the managers and staff were being proactive to ensure a good quality of life for everyone at the home. One person spoken with was blind and had partial hearing. They said that, staff are marvellous, they have helped me to learn the building well and know not to move things around, particularly in my bedroom. They also said that, some staff can sort out any problems with my hearing aid. I lost a lot of weight before coming here as I was poorly but they have built me up since I have been here. The manager has been on several bereavement and end of life care courses. They Care Homes for Older People Page 14 of 30 Evidence: have created their own policy on end of life care. This includes discussing preferences in reviews, providing extra staff hours when someone is at the end of their life, and staying with the person if death is expected. The policy also says that they support staff, relatives and friends and will arrange counselling if this is wanted. They are working towards an end of life plan for each person living at the home. One person at the home said, any deaths are dealt with very sensitively, staff come and tell you quietly and give people support if they need it. The medication systems were seen and found to be in very good order. There were good systems for ordering, receipt, storage and administration of medication. People were encouraged to self administer their medication if they wished to do so. One person spoken with self-administered their own medication and appreciated being given this independence. They had a lockable storage area for their medication. Staff spoken with were aware of the importance of treating people with respect and upholding their privacy. They were able to give several examples of how they did this. People living at the home that were spoken with confirmed that staff were very respectful. One person said that they have always been very impressed with the attitude of staff, nothing is too much trouble for them. Care Homes for Older People Page 15 of 30 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. The range of activities and standard of meals offered was very good, which met the needs and wishes of people living at the home. Evidence: The annual quality assurance assessment completed by the manager said that they speak to all service users about the activities they like and dont like and want to participate in, and records are kept. They encourage people to be independent and continue doing things they did before coming to live at the home. The home offers a range of activities and has recently arranged theme nights. Activities records were seen during the inspection visit. The showed that activities were taking place every day. Examples were dominoes, coffee morning, sing song, film and ice cream, painting plant pots, beer and chips evening, pamper day and outside entertainers. Several people spoken with particularly enjoyed the play your cards right game played on a Saturday evening. Staff had arranged two trips using money from the amenities fund. One was an ice skating show, and the second was strictly come dancing. These had been at the request of some residents. Care Homes for Older People Page 16 of 30 Evidence: There were regular theme nights. Examples were Italian night, Wimbledon, Irish night and Valentines. They did a Chelsea flower show day that involved the vicars wife coming in and doing flower arranging with people, followed by a finger buffet. There had recently been a pink day to raise funds for breast cancer. There were photographs around the home of staff dressing up. There was also a rock and roll day with hot dogs and burgers that was very popular. Residents were asked if they had any other ideas at residents meetings. Staff explained that one person had asked if they could do some knitting. Staff had obtained needles and wool for them, and this had encouraged other people to start knitting. Staff were continually coming up with new ideas to stimulate residents for example one staff member was collecting photos of staff as babies to see if residents could recognise them. One person with dementia was attending Singing for the Brain in the community supported by staff. There were several visitors at the home during the inspection visit. People confirmed that they were able to receive visitors in private, but most preferred to see visitors in the communal lounge areas. There was the visitors policy displayed in the entrance hall. Local community groups were encouraged to visit the home. One person said that they enjoyed children from the infant school coming to sing. People were encouraged to be as independent as they were able. One staff member said that they tried to encourage independence by promoting people to, walk where possible rather than use a wheelchair. Sometimes this needed staff to be firm but in a nice way. They also said that they encourage people to wash themselves if they could. They explained that the key to promoting independence and dignity was to communicate with each person and ask how much help they wanted. There was a small fridge in the lounge area with cans of beer and pop for sale for the residents. Most people had brought some personal possessions with them and were encouraged to do so. A relative said that this helped their mother to settle. The information pack given to people tells them that they can access their personal records. The cook was spoken with during the inspection visit. She said that the environmental health department had given the kitchen five stars, which was the highest accolade that could be given. She had recently attended a menu planning course and had just changed the menus to relate to the season. She explained that most residents liked an Care Homes for Older People Page 17 of 30 Evidence: old-fashioned menu but will try different things on a theme night. She explained that Kitchen staff always try to accommodate peoples wishes. For example Saturday a full cooked breakfast is provided but some people would prefer a bacon sandwich, which would be made for them. The cook had attended a course on diabetes and nutrition for the elderly as well as NVQ 2 Catering and intermediate food hygiene. The cook attends residents meetings to discuss the menus. She said that residents know just to ask for anything that they would like to have. Most food is home-made and she said that, my home-made vegetable soup goes down a storm. The menu for each day was on the table in large print, including the alternative to the main choice. Staff went round to each resident in the mornings to ask them their preference. Everyone spoken with was full of praise for the food. One person said, the food is fantastic, another person said, the food is very good, you get a choice and if you fancy something different you can just ask. Care Homes for Older People Page 18 of 30 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 who use the service are able to express their concerns and are listened to. Evidence: There was a complaints procedure displayed at the home. The procedure was also in each persons bedroom. The complaint records showed that there had been one complaint made since the last inspection, however on discussion there had been a serious complaint by a resident towards a member of staff that had been dealt with by senior managers. This had not been recorded in the complaints record. Managers and staff were not recording low-level complaints in this record to show that they were listening to people and acting on any issues raised. An example was a recent complaint from a resident about insufficient sandwiches. This was discussed with kitchen staff and more were provided at the next meal, but this had not been recorded in the complaints record. A resident had made an allegation of verbal abuse from a staff member earlier in the year. The manager explained that this was taken seriously and fully investigated. CSCI had been informed of the incident but had not been informed of the outcome of the investigation. Training record showed that staff received training in safeguarding adults during induction and also refresher training on a regular basis. One staff member spoken to Care Homes for Older People Page 19 of 30 Evidence: was aware of the term whistleblowing and the importance of reporting any concerns. Care Homes for Older People Page 20 of 30 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People live in a safe, well-maintained and comfortable environment, which encourages independence. Evidence: The information in the annual quality assurance assessment completed by the manager was that a new bathroom had recently been obtained that included specialist equipment for people with mobility difficulties. Some redecoration had taken place. Servicing of equipment is ongoing as is replacement and repair. It states that there are financial constraints on the purchase of new furniture due to the planned closure. A tour of the building took place during the inspection visit. This showed that generally the home was well decorated and maintained. The home was clean and free from odour apart from two toilet areas on the first floor. It was thought that urine had seeped under the flooring and replacement may be required as staff were continually cleaning this area, but with little improvement to the odour. One of these floorings was badly stained. There was a lift to the first floor. There are two lounge/dining rooms and a separate smoke room with an extractor fan. There was also a small room with a payphone in place. This room is used for meetings and privacy. Care Homes for Older People Page 21 of 30 Evidence: Bedrooms had a sink, wardrobe, bedside locker and chest of drawers. One person spoken with said, I could have a key to my bedrrom if I wanted to but I don t need one. Records showed that people had been offered a key. There were two bathrooms with hoists and a shower room. One bath and hoist was new. Staff said that this was a big improvement and much easier for staff and residents. Additional toilets were around the home. Some of these were in need of refurbishment and under normal circumstances this would have been required, however due to the planned closure this would not be cost-effective. Handrails and raised toilet seats were in place to assist people with mobility difficulties. There was a good system for laundering clothing, with two industrial washers and dryers. People spoken with were happy with the environment. One person said, when I first came in I was very impressed with the cleanliness. A relative said, it is very homely. I have seen much more modern buildings, but the care is first and foremost here. The business plan shows that the manager continues to ensure that the home is adequately decorated. A request has recently been sent for redecoration of the smoke room, shower room and five bedrooms. The managers and staff were keen to minimise the risk of infection and had recently undertaken training. Guidance concerning hand washing was available in all toilets for staff and residents. Care Homes for Older People Page 22 of 30 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The recruitment practices and staff training programme were good and ensured that people were protected by competent, well-trained staff. There were sufficient numbers of staff to support the people who use the service. Evidence: Information in the annual quality assurance assessment provided by the manager was that training opportunities are excellent and all staff have or will attend NVQ 2 training. Personal development plans are done annually. All staff attend training for the job that they do. All staff are aware that people are individuals and have the rights of choice privacy and dignity. Any staff member that may respond negatively would be challenged. It stated that all permanent care staff have NVQ 2 Care which is above the minimum standard of 50 percent and should be highly commended. During the inspection visit staff rotas were seen. These showed that there were always two care staff on duty during the day and night. This was an improvement since the last inspection visit where there were times that there were only one care worker on duty. The manager explained that they were due to interview for additional care staff/activities hours. She also believed that additional staff to undertake laundry and Care Homes for Older People Page 23 of 30 Evidence: clerical duties were planned, which would further improve the care provided. Information from the manager showed that peoples dependency needs were not high at the home, although the continual change of people coming in for respite care may put extra pressure on staff. Training records showed that new staff had undertaken a detailed induction programme and existing staff had regular updates and refresher training. There was a training plan for 2008-2009. This stated that all staff should have a personal development plan to consider training required and information obtained from new courses should be shared with all staff. Several staff files were seen. There was a photograph in place to identify each worker. Recruitment records were held centrally, however the manager held copies of most recruitment records. These showed that safe recruitment practices were being followed. Residents were very pleased with the care that staff provided. One person said, staff are marvellous, another person said, all staff are good, I cant say that one is better than the other, they will do anything for you and they dont mind if you ring the buzzer, night staff are very quick to come. One person there for respite care said, staff here are very caring, nothing is too much trouble A relatives spoken with said, the level of care is of a high standard, everyone is made to feel very welcome and we had every help and assistance to help adjust. They also explained that staff talk to residents, asking what they like and want, rather than presuming. Care Homes for Older People Page 24 of 30 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 home is very well managed, with effective quality assurance systems, ensuring that people are listened to and the home continues to develop and improve. Evidence: The registered manager is very experienced and well qualified, having obtained the registered managers award. It was evident that she was keen to undertake other relevant training to ensure that she continues to update her knowledge and skills. She has undertaken training in the Mental Capacity Act, end of life care, dementia care mapping, attendance management, health and safety for managers and investigating adult protection allegations course. The deputy managers are also experienced and well trained. One has a management qualification and a second has started this. There were clear lines of accountability. The service manager responsible for the service visits regularly and completes monthly reports. These showed that she had had discussions with staff and residents during each visit and checked various records. Care Homes for Older People Page 25 of 30 Evidence: Records and discussions showed that the managers carefully monitors work undertaken by staff including regular checks on care plans, daily logs and reviews, monitoring the quality of food and the cleanliness of the home. Staff and residents spoken with believed that the home benefits from a good leadership and management approach. One person said, all of the managers are very open to new ideas and will listen to you. A resident said, they are excellent managers but seem bogged down with paperwork, they need a clerk. Speaking with three of the managers it was evident that they worked well together, supporting each other as well as the staff team. Management planning and practice encourage innovation, creativity and development. For example staff meetings and residents meetings showed that managers were continually consulting and asking for ideas from people. Most ideas were tried if practical. There was an external quality assurance manager. Questionnaires were distributed on an annual basis and the results were analysed. The results for January 2008 showed that 100 percent of people that responded thought that the overall service was excellent or good. The manager had completed an action plan as a result of this survey analysis. A 3 monthly newsletter as well as weekly updates were available around the home. These informed residents and visitors what activities were planned, updates concerning the new build, informing of training undertaken by staff, any repairs or redecoration done, and any fundraising plans. The manager had finance meetings with relevant parties. Minutes of these meetings showed that although the manager was aware of the importance of keeping within budget, they were not prepared to compromise on the quality of care and food provided. Systems for keeping and recording residents money were seen and found to be in good order. One-to-one staff supervision was undertaken, and although this was not the required six times per year it was evident from other records that staff were regularly consulted, involved and in discussion with managers. One care worker said, its great working here, the management are on your side, managers are approachable, keep us informed at meetings and we can have our say and are listened to. Care Homes for Older People Page 26 of 30 Evidence: A selection of health and safety records were seen and found to be in good order. This included fire safety records and some servicing records. Care Homes for Older People Page 27 of 30 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 28 of 30 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 1 16 All complaints including informal complaints should be recorded in the complaints record to show that people are listened to and action is taken to resolve complaints. CSCI should be informed of the outcome of any investigation as a result of any allegations made by residents as required by the Care Home Regulations. The cause of the unpleasant odour in the upstairs toilets should be investigated. Consideration should be given to replacement of the flooring if this is the cause of the odour so that the communal toilet facilities are not unpleasant to use. 2 18 3 21 Care Homes for Older People Page 29 of 30 Helpline: 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 We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2008) Commission for Social Care Inspection (CSCI). 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. 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