Care Home: Thompson Court

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What the care home does well People who use the service are well cared for. Their individual needs are taken into account and the care is person centred. The manager and staff treat people well and are very mindful of people`s dignity when providing any support. There is an excellent range of activities on offer to people. Staff are enthusiastic when providing activity and make sure people are not bored. Meal times are seen as a social occasion and are made pleasant and enjoyable for people. Staff communicate well and work hard to ensure good teamwork. The home is well managed. The interests of people who use the service are seen asimportant to the manager and staff and are safeguarded and respected. The manager has excellent leadership skills and leads by her own good example. What the care home could do better: Staffing levels in the home should be kept under review to make sure there are always enough staff to meet people`s needs fully. Random inspection report Care homes for older people Name: Address: Thompson Court Morton Lane Crossflatts Bingley BD16 2EP two star good service The quality rating for this care home is: The rating was made on: 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 review of the service. We call this review a ‘key’ inspection. This is a report of a random inspection of this care home. A random inspection is a short, focussed review of the service. Details of how to get other inspection reports for this care home, including the last key inspection report, can be found on the last page of this report. Lead inspector: Dawn Navesey Date: 2 1 0 5 2 0 1 0 Information about the care home Name of care home: Address: Thompson Court Morton Lane Crossflatts Bingley BD16 2EP 01274561965 01274563786 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): City of Bradford Metropolitan District Council Department of Social Services Name of registered manager (if applicable) Mrs Miriam Dunn Type of registration: Number of places registered: Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 mental disorder, excluding learning disability or dementia old age, not falling within any other category physical disability Conditions of registration: The place for MD is specifically for the named service user. Date of last inspection Brief description of the care home Thompson Court is a Bradford Local Authority purpose built resource centre, situated in the Crossflatts area, very close to bus routes and adjacent to the main road to Care Homes for Older People Page 2 of 12 care home 37 Over 65 0 37 0 1 0 8 Brief description of the care home Keighley, Bingley and Skipton. The area surrounding the home is predominantly residential, within easy walking distance of a railway station. The home has a small car park and there is parking on the roadside. Thompson Court is a single storey building offering single room accommodation in one of four wings. Two wings offer bed-sitting rooms; the others have shared lounge and dining areas. Twenty of the thirty-seven bedrooms have en-suite facilities. There are attractive gardens surrounding the home. There are 8 rehabilitation places, where the stay is usually no longer than 6 weeks. The home has 2 step down places, with priority given to Airedale Hospital discharges, to accommodate people who would otherwise have to stay in hospital for longer. There are 2 social assessment places, to reduce the need for crisis intervention at home, and 24 places for respite, rotational and short stay care. There is also a day centre with twenty places available from Monday to Friday. Day care services are not regulated. The fees vary depending upon the payment conditions of whichever service the person is using. There is no fee for people referred for rehabilitation under the intermediate care regulations. Up to date information on fees can be obtained by contacting the manager of the home. Care Homes for Older People Page 3 of 12 What we found: We looked at all the information that we have received, or asked for, since the last key inspection or annual service review. 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. - Information we have about how the service has managed any complaints or safeguarding issues. - 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, which was carried out on 14th September 2007 and annual service reviews. - Relevant information from other organisations. - What other people have told us about the service. - One inspector also carried out an unannounced visit to the home on 21st May 2010 and was at the home from 10:20am until 1:10pm. During the visit we talked to people staying at the home, the staff and the registered manager about their experiences of staying and working at Thompson Court. - We also sent surveys to people who use the service and staff. A good number of these have been returned and comments made have been used in this report. The home sent us their annual quality assurance assessment (AQAA) when we asked for it. It was clear and gave us most of the information we asked for. They are aware of improvements they need to make to the service. For example, in the AQAA, the manager said they are currently increasing the number of mini bus drivers to allow for more outings for people. And they are also finding out information on advocacy services so they have a better understanding and are able to refer people to them for assistance. The manager also told us of a number of improvements made at the home in the last 12 months. These included: -Staff have received training in dementia care and dementia care mapping to improve their skills in working with people who have dementia. -Medication systems are safer. The AQAA also gave us information on the systems they have in place to make sure people who use the service have their views listened to and acted upon. These include Care Homes for Older People Page 4 of 12 regular meetings with people who use the service and their relatives and an annual survey to gather peoples views and suggestions. People who use the service and their relatives spoke very highly of the home. These are some of the things they said: I have never regretted coming here I look forward to and enjoy my visits I would love to live here permanently The home has a nice atmosphere I enjoy my stay at the home The whole atmosphere is very welcoming and caring It is a wonderful home and everybody is made welcome. The last time we visited the home we said that people who use the service must be provided with a contract specifying the arrangements made for their stay. In the AQAA, the manager said these were still not in place for people who use the service on a temporary basis and that strategic management, within the organisation, are are looking into this. In surveys returned to us some people said they had a contract and some said they didnt know if they had. We spoke to the manager about this and she confirmed that the local authority are still looking at ways of providing people with a contract while maintaining the flexibility of the service. The manager said that people have a financial assessment through their social worker who refers them to the service. This sets out what people have to pay to use the service. There is also a statement of purpose and service user guide available to people, telling them what they can expect from the service and what is available to them in the home. The manager has also developed an information booklet on the home, with frequently asked questions answered. People who use the service said they had enough information on the home and what it can provide. People looked well cared for clean, tidy and well groomed. Staff were patient, gentle and kind when interacting with people. They were discreet and respectful of peoples dignity when attending to any personal care needs. They gave reassurance and explanations for any tasks that they needed to support people with. In the AQAA the manager said they were engaged in the Dignity in Care Campaign. She said, The ethos of the dignity in care campaign underpins all our working practice. We aim to provide services to individuals in ways that are not only acceptable to them and their carers but provide personalised care which takes into account the 10 values and principles of the Dignity Challenge. We spoke to staff about the Dignity Challenge. They told us they had celebrated Dignity Day this year by raising awareness of dignity issues through an open day at the home and a fish and chip supper with entertainment evening for people staying at the home. Staff gave excellent examples of how they maintain peoples dignity. They said how important it is to see people as individuals and respect peoples choices. They also stressed the importance of encouraging people to be as independent as they can be. They said this was good for peoples self esteem and helped people to move on from the Care Homes for Older People Page 5 of 12 service or to remain in their own homes with respite care as support. People said they always or usually received the care and support they need. They said staff listen to them and act on what they say. They also said they always get the medical care they need. Other comments included: Provides care and attention for every need I know that I will be well cared for in pleasant surroundings Medication is issued on time every day I come every 8 weeks and am looked after very well. One person said they would like a bath or shower more than once per week and said they thought more staff would be needed in order to provide this. Most staff said they always had enough information in care plans on the needs of the people they support. However, some staff only said usually or sometimes. In the AQAA, the manager said care plans and risk management plans are developed from assessment and are updated and reviewed regularly. Staff we spoke to were familiar with peoples needs and could talk confidently about the support they give. Staff were able to describe peoples preferred routines with regard to their support and what works well for people. When we asked staff what we thought the service does well, they said: Provides a friendly atmosphere and good care to service users Excellent care given to every individual Develops and supports staff team to meet individual needs Works well with health PCT (Primary Care Trust) to ensure medical needs are met and responded to Supports individual and relatives through, in times of crisis and works flexibly to ensure safe discharge. Some people manage their own medication when using the service. A thorough risk assessment is carried out to make sure this is safe for people. People who use the service were happy with the meals and what they do at the home. Their comments included: There is always a friendly lovely atmosphere The food is good with choices for meals Much thought is put into the various anniversaries throughout the year to give the patients a happy time. Care Homes for Older People Page 6 of 12 Staff said there is always a good range of activity for people. On the day of our visit people were playing games such as armchair golf and spending time out on the patio enjoying the fresh air. Some people said they preferred their own company and spent time in their own rooms reading or watching television. We looked at the activity file and could see there are plenty of opportunities for people to get involved in activities during their stay. Special events are also celebrated. For example, Black history month, Irish days and as previously mentioned Dignity day. The atmosphere in the home is calm and relaxed. Life seems to go at the pace of people who use the service. People are free to move about the home as they wish and are able to have their things around them. People said the home was always clean and fresh. We observed the lunch time meal. This was unhurried, relaxed and calm. People were sat in small groups which encouraged conversation and interaction. Staff gave the support needed in a discreet and respectful manner. People said the food was good and there was always plenty of choice. The food looked very well presented and appetising. People who returned a survey said they knew how to complain and who to speak to if they were unhappy about anything. Staff all said they knew what to do if anyone raised concerns with them about the home. The manager said that all staff are trained in safeguarding adults. At our last visit to the home we said the registered provider must ensure that there are sufficient staff to make sure people who use the service are not placed at risk in any way. In the AQAA the manager said they have consistent staff rotas. She also said a number of posts have been vacant for a long time, especially on nights. Staff said they usually or sometimes have enough staff to meet peoples needs properly. Some staff were concerned at staffing levels. When asked what the home could do better, they said: Have more staff on duty to deliver more quality of care to the service users There is usually 2 staff on night duty sometimes 3. I think there should be 3 staff every night to meet peoples needs. Most people who use the service said staff were usually available when they needed them. People said their buzzers were answered promptly and they never had to wait long for staff to come, night or day. They also spoke highly of the staff. Their comments included: The staff always treat you with a smile Staff are very friendly and will run errands to the corner shop if asked The staff are on top of what they do Most of the staff make you feel welcome The staff are all caring, kind and cheerful Care Homes for Older People Page 7 of 12 Always there when you need them 99 of the staff are helpful and sympathetic all the time. In the AQAA the manager said that her plans for improving the service included, To continually monitor and review all rotas to ensure staffing levels remain at the required levels. We looked at rotas and saw that during the day there are usually 5 or 6 care staff available who are supported by the manager who works through the day Monday to Friday. She also works some evenings and weekends to monitor the service. At night there are 2 or 3 staff available. The manager said that when there are only 2 staff, it is because occupancy levels are down and peoples dependency levels are such that two staff is enough. Staff we spoke to confirmed this to be the case and said the manager always puts extra staff on duty if needed. The manager agreed to keep staffing levels under review to make sure the needs of people who use the service are fully met. Most staff said they were satisfied with their training and that their induction had covered what they needed. Some staff said they wanted more support from their manager but did not say in what way. Staff spoke with pride about two awards for excellence they had won from within the organisation. They had won these for Intermediate care provision and Dignity issues. The manager also nominated the staff team for a team award at the National Care Awards. They have recently won the local award and are now going on to be assessed for the national award. They have been assessed by the people who organise the awards. This has involved staff and people using the service being interviewed. The manager of the home has many years experience of both working with older people and managing the home. She is also suitably qualified to run and manage the home. She leads the staff team well. Staff said she is very supportive and approachable and makes sure the needs of the people who use the service come first. Other comments included: She treats us with the utmost respect We are encouraged to develop ourselves. What the care home does well: People who use the service are well cared for. Their individual needs are taken into account and the care is person centred. The manager and staff treat people well and are very mindful of peoples dignity when providing any support. There is an excellent range of activities on offer to people. Staff are enthusiastic when providing activity and make sure people are not bored. Meal times are seen as a social occasion and are made pleasant and enjoyable for people. Staff communicate well and work hard to ensure good teamwork. The home is well managed. The interests of people who use the service are seen as Care Homes for Older People Page 8 of 12 important to the manager and staff and are safeguarded and respected. The manager has excellent leadership skills and leads by her own good example. 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 2. Care Homes for Older People Page 9 of 12 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, Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 10 of 12 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, 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 27 Staffing levels in the home should be kept under review to make sure there are always enough staff to meet peoples needs fully. Care Homes for Older People Page 11 of 12 Reader Information Document Purpose: Author: Audience: Further copies from: Inspection Report Care Quality Commission General Public 0870 240 7535 (telephone order line) Our duty to regulate social care services is set out in the Care Standards Act 2000. Copies of the National Minimum Standards –Care Homes for Older People can be found at www.dh.gov.uk or got 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 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. 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