Care Home: Viera Gray House

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What the care home does well People are happy living at the home. They are generally well cared for and have their personal and health needs met. The staff feel supported and are given the training and information they need to care for people. What has improved since the last inspection? All the requirements we made at the last inspection have been met. Improvements include the way in which medication is managed, improvements to activities, more consultation with people who live at the home and their Viera Gray House DS0000017396.V377592.R01.S.doc Version 5.2 families, better information for people and better monitoring of the way people experience the service. What the care home could do better: The manager has identified areas where she would like there to be improvements. We felt that the staff and manager should continue to consult with people who live at the home and look at ways they can offer them more choice and individual care. Key inspection report CARE HOMES FOR OLDER PEOPLE Viera Gray House 27 Ferry Road Barnes London SW13 9PP Lead Inspector Sandy Patrick Key Unannounced Inspection 09:00 1st October 2009 DS0000017396.V377592.R01.S.do c Version 5.3 Page 1 This report is a review of the quality of outcomes that people experience in this care home. We believe high quality care should: • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care homes for older people can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop. The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Viera Gray House DS0000017396.V377592.R01.S.doc Version 5.2 Page 2 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report Care Quality Commission General Public 0870 240 7535 (telephone order line) Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Viera Gray House DS0000017396.V377592.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Viera Gray House Address 27 Ferry Road Barnes London SW13 9PP Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) 020 8748 4563 020 8748 4580 BWright@rutcht.org.uk Richmond upon Thames Churches Housing Trust Ms Elizabeth Wright Care Home 38 Category(ies) of Dementia - over 65 years of age (18), Old age, registration, with number not falling within any other category (20), of places Physical disability over 65 years of age (20) Viera Gray House DS0000017396.V377592.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 8th October 2008 Brief Description of the Service: Viera Gray is a purpose built care home accommodating up thirty-eight older people, including up to eighteen people who have dementia. The home opened in 1992. The home is owned and managed by Richmond upon Thames Churches Housing Trust. The home is divided into four units, each with a sitting and dining area and a small kitchenette. All bedrooms are for single occupancy and have en suite facilities. Each unit has their own bathroom, equipped with specialist mobility baths. There is an attractive and well maintained garden. The home is situated close to local shops and transport links. The Registered Persons have produced a Service User Guide, which includes information on the aims and objectives of the service. The fees for Viera Gray House are between £664 - £702 per week. Viera Gray House DS0000017396.V377592.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 2 stars. This means the people who use this service experience good quality outcomes. The inspection included an unannounced visit to the home on the 1st October 2009. We met people who live there, visitors, staff on duty and the manager. We looked at the environment, records kept at the home and observed how people were being cared for and supported. We wrote to the manager and asked her to complete a quality self assessments. We wrote to people who live at the home and asked them to complete surveys about their experiences. We looked at all the information we had received since the last inspection including notifications of accidents and incidents. We conducted an unannounced random inspection on 2nd December 2009. This was carried out by a Pharmacy Inspector to look at the way in which medication was managed. This was arranged because we were concerned about this. The report of this visit is not available on our website but can be made available on request. Some of the things people told us about Viera Gray House were: ‘I can’t fault the place, they are all kind and there is a nice group living here’, ‘the home is striving to provide the best service it can’, ‘the home has the right skills and experience as well as the environment to look after my relative’ and ‘they put clients first and foremost followed by their families.’ What the service does well: People are happy living at the home. They are generally well cared for and have their personal and health needs met. The staff feel supported and are given the training and information they need to care for people. What has improved since the last inspection? All the requirements we made at the last inspection have been met. Improvements include the way in which medication is managed, improvements to activities, more consultation with people who live at the home and their Viera Gray House DS0000017396.V377592.R01.S.doc Version 5.2 Page 6 families, better information for people and better monitoring of the way people experience the service. What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line – 0870 240 7535. Viera Gray House DS0000017396.V377592.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Viera Gray House DS0000017396.V377592.R01.S.doc Version 5.3 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 1, 3 & 5 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People have enough information to help them make a decision about moving to the home. People have their needs assessed to make sure the home is the right place for them. EVIDENCE: There is written information about the home including the services and facilities and the aims and objectives of the service. Copies of this and other relevant information are available on request and are on display in the home. People who are interested in moving to the home are given a copy of the home’s statement of purpose. Viera Gray House DS0000017396.V377592.R01.S.doc Version 5.3 Page 9 People told us that they had enough information to help them make a decision about moving to the home and that they were able to visit and were made welcome. People who are interested in moving to the home are able to visit and spend time there. The manager told us that she wanted to improve the experience people had when they first move to the home by involving people who already live at Viera Gray to offer support. There are appropriate procedures for assessing people who are interested in moving to the home. The manager or senior staff meet with them and their family and gather information from other relevant people to make sure the home can meet their needs. Viera Gray House DS0000017396.V377592.R01.S.doc Version 5.3 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 & 10 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are given the care they need to stay healthy, clean and well. There are systems to monitor the care each person receives to make sure they are getting regular and personal support and that they receive the medical care that they need. EVIDENCE: Everyone has their needs recorded in a care plan that tells the staff what they need to do to support that person. Care plans included information on personal, health and other needs. We felt that there could be more detailed information on some people’s social needs and interests. We found that information was up to date and regularly reviewed. The risks people face have been assessed and records of these assessments are clear and up to date. Care plans indicate that people are given choices and that they are supported to do the things that they want and need. Viera Gray House DS0000017396.V377592.R01.S.doc Version 5.3 Page 11 People told us that they were well cared for and able to make decisions about the care they received. One person told us, ‘they try to give individual care and it genuinely feels like the residents’ home’. Some people told us that the staff did not always meet the needs of their relatives. We saw evidence that the staff monitor people’s health and daily needs and that they record when people are assisted with personal care. Records indicated that people were offered frequent baths and that changes in health needs were highlighted to medical professionals. Everyone is registered with a GP and other health care professionals. We saw evidence of regular appointments with these professionals and we saw that the staff acted upon their advice and guidance. One person told us that when their relative had been seriously ill the staff had given them extra support to stay at the home and receive the medical care they needed there rather than go to hospital. There is a record of all accidents and incidents at the home. The staff have had training in manual handling techniques. The manager and one of the senior members staff are qualified trainers in this area so they can give the staff support and guidance. Since the last inspection the medication procedure has been reviewed and updated. The manager told us that the pharmacist had provided training for staff at the home. Some of the staff told us about this and said that it had helped them to improve the way they supported people with medication. He has provided individual training and information sessions for some staff. The pharmacist makes regular checks on medication management at the home. The manager has started to create medication profiles for the people who live at the home. This will help to make information about each person’s medication needs clearer. We found that medication was securely stored and that records were accurate and generally clear. The records of some as required medication were difficult to read. We told the manager this and she started to make plans to record this information in a new and clearer way. We saw that one person was supported to take their own medication. There was an up to date risk assessment for this and they had been given equipment to support them to be more independent. Viera Gray House DS0000017396.V377592.R01.S.doc Version 5.3 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 & 15 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are able to participate in a range of organised social activities. The support they receive in this area has improved and there are plans for further improvements to make sure everyone’s individual needs are met. People are able to choose from a range of well prepared fresh food. EVIDENCE: Some people told us that they liked the planned activities. One person said, ‘there are lots of things to do’, another person told us, ‘I love the bingo and the hairdresser’. However some people said that there was not enough to do. One person told us that they sometimes got, ‘bored and frustrated’ and another person said, ‘not enough to occupy one’s time’. Some people told us they would like more outings. One person told us that they would like more physical activities at the home. A member of senior staff who has recently started work at the home has been given responsibility for reviewing activity provision and for running an activity Viera Gray House DS0000017396.V377592.R01.S.doc Version 5.3 Page 13 forum. She told us that she had some ideas about new activities which had worked well in other places she had worked and she was going to suggest some of these. She is responsible for making sure there are resources available on each unit for staff there to support people with different individual activities. Organised activities include quizzes, reminiscence, music, exercise, poetry, games, baking, nail care and bingo. There is also a regular trolley shop where people can make small personal purchases. There are 3 planned activities a day and the staff support people to participate in these if they wish. There are monthly church services. The manager told us that there were plans to purchase garden tool and for people who live at the home to be involved in gardening. We saw that there were games and puzzles available in different areas of the home for people to help themselves. The manager told us that volunteers visited the home to offer support to some people, like reading books and newspapers to them. The manager told us that some of the local schools had been involved with the home to offer entertainment. Some teenage boys from a local school visit regularly and spend time with the people who live there reading and offering other social support. There are regular meetings for people who live at the home and one was held on the day of our visit. We saw from the minutes of these meetings that people were informed about changes to the building, plans for the future and staff changes. The menus are also discussed at these meetings. People are able to contribute their own ideas and make comments. There is a monthly newsletter for people who live at the home detailing special events and celebrating people’s birthdays. We felt that the way in which activities had been organised and the support people are given in this area had improved. The staff need to continue to improve by looking at individual needs and how they can support people even better with these. We saw that the planned activities of the day, menu, information about staff on duty and about the day were on display in some areas of the home. This is good practice and helps keep people informed. We felt that this level of information should be on display for everyone. We saw that photographs of staff were used to explain who was on duty. This is good practice as it helps people to recognise who will be caring for them. We felt that the staff may find it useful to use other pictures and photographs particularly in areas of the Viera Gray House DS0000017396.V377592.R01.S.doc Version 5.3 Page 14 home where people are confused to explain about other things like activities and meals. Throughout the day we saw that staff were kind and supportive towards people. We saw some staff spending time chatting or reading to people. The staff were respectful and attentive and people who live at the home told us that they found the staff helpful. The manager told us that the cook meets with people who live at the home and consults them about the menu choices. One person confirmed this by explaining how they had requested a certain meal and this was put on the regular menu. They told us that the cook spoke to them individually and attended meetings of the group. The manager told us that they use picture cards and photographs to help explain about different meals. One person told us, ‘the cook is a lovely lady and she understands special requests’. Most people told us that they liked the food. One person said, ‘a good variety of food and people are consulted about menus’. Another person said, ‘good food’. But some people said that they would like different food choices and that the quality could sometimes be better. One person told us that the ways in which tea and coffee was served was not always individual and everyone was given the same strength and amount of milk. The staff should take care to make sure people are served tea and coffee which reflects their personal tastes. We saw that bowls of fruit were available in the different kitchens around the home. The staff told us that they helped people to have this fruit when they requested. We felt that the staff could regularly offer a selection of finger foods and fruit and this would mean that people who are unable to ask or do not remember to would have the opportunity to try easy to eat fruit and snacks each day. Visitors are welcome at the home throughout the day and we saw people entertaining guests during our visit. The manager told us that she has recently introduced a monthly special lunch where people who are celebrating a special occasion can invite guests and have special waitress service for the lunch. The manager told us that people who live at the home were also encouraged to invite each other to lunch. One relative told us, ‘they are friendly and welcoming towards family and other visitors’. Another person told us, ‘they always inform me of any changes.’ The manager told us that she wants to set up a new support network for relatives. She has also started to hold meetings for visitors. Viera Gray House DS0000017396.V377592.R01.S.doc Version 5.3 Page 15 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 16 & 18 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Procedures designed to protect people are in place. People know how to make a complaint. EVIDENCE: People told us that they knew how to make a complaint. Copies of the complaints procedure are on display around the home. There is a log to record all complaints and the action taken to investigate these. Some people told us that they had not always received a supportive response when they had raised concerns and that they felt the home could have done more to investigate these concerns. The organisation has its own procedures on abuse and whistle blowing. The home also has a copy of the local authority safeguarding procedure. All staff have been trained in this area. The staff we spoke to had a good understanding of their responsibilities in safeguarding the people living at Viera Gray House. The manager has had training and information about the Mental Capacity Act and Deprivation of Liberties. She has started to make assessments of all the Viera Gray House DS0000017396.V377592.R01.S.doc Version 5.3 Page 16 people who live at the home to see if an application for a local authority deprivation of liberties assessment is needed. Viera Gray House DS0000017396.V377592.R01.S.doc Version 5.3 Page 17 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 19 & 26 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People live in a well maintained, comfortable and clean environment. EVIDENCE: Since our last inspection there have been improvements to the environment, including the redecoration of some areas. There were plans to decorate the main lounge shortly after our visit. The manager told us that she had consulted the people who live at the home about colour schemes for this. Some of the corridors have new lighting and this has helped people to move around more safely. The manager told us that all corridors were due to be equipped with special lighting. Viera Gray House DS0000017396.V377592.R01.S.doc Version 5.3 Page 18 At the last key inspection of October 2008, we found that the door for the ice compartment of a fridge in one part of the home was missing. We found that it had not been replaced at this inspection and therefore food in this fridge may be stored at inconsistent temperatures. We found the home was clean and fresh throughout on the day of our visit. People who live at the home told us that it was always clean and fresh. Most people told us that they were happy about the way their clothes were cared for but some people said that the laundry service could be better. One person said, ‘things go missing and appear in other people’s rooms’. Viera Gray House DS0000017396.V377592.R01.S.doc Version 5.3 Page 19 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 & 30 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are cared for by well trained, appropriately recruited and supported staff. EVIDENCE: Some of the things people told us about the staff were, ‘All the staff are very kind’, ‘the staff are caring and have a holistic approach’, ‘the staff are friendly but some of them could be more attentive’ and ‘the carers are all very helpful’. The staff who we spoke to said that they felt supported and had regular individual and team meetings with their manager. They told us that they were well informed and had daily hand over of information when they arrived on duty. Some staff told us that not all the things they discussed in their individual supervision meetings were recorded by their manager. They told us that when they had raised concerns these had been discussed but not recorded and no action taken. They said that they felt this had meant their managers had not taken their concerns seriously. The organisation supports staff to undertake NVQs and the some of the senior staff have taken management qualifications. Viera Gray House DS0000017396.V377592.R01.S.doc Version 5.3 Page 20 We saw evidence that the staff were kept well informed through regular relevant training sessions. The staff told us that they found the training they had attended very useful and that this had helped them in their roles. Some of the staff have attended special training in dementia care and they have completed workbooks relating to this. Other staff have recently attended care planning training. The organisation has appropriate procedures for the recruitment and selection of staff, including formal interviews and checks on their suitability. We saw records which showed evidence of thorough checks. The manager should think about ways to involve people who live at the home in selecting staff. Viera Gray House DS0000017396.V377592.R01.S.doc Version 5.3 Page 21 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 31, 32, 33, 35, 36, 37 & 28 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People live in a service which is well managed, where quality is monitored and where there are regular checks on safety. EVIDENCE: The manager has worked at the home for many years and is appropriately qualified and experienced. She has a very good knowledge of the individual people who live at the home and their needs. She has demonstrated she is committed to reviewing the quality of care and making improvements where necessary. Viera Gray House DS0000017396.V377592.R01.S.doc Version 5.3 Page 22 The manager works closely with other local managers to keep herself updated with changes in legislation, local training events and resources and to offer each other support and share ideas. The manager praised the work of the senior staff team at the home, telling us that they were very supportive and worked hard. Since the last inspection the manager, staff and organisation have worked hard to improve the quality of care at the home and make things better for people who live there. They have introduced a more robust procedure for managing medication and have reduced the risks of people being harmed through medication errors, they have started to review the activities provided at the home and the atmosphere at the home appears to be calmer with staff spending more time giving people the support they need. The London Borough of Richmond quality team have visited the home and made an assessment of the service. They have given advice about areas for improvement and worked with the manager to create an action plan. The manager told us that this was a useful way to monitor quality at the home. The manager has introduced some new quality checks for staff to complete. We saw that records of these checks were audited and the manager uses the information to improve standards of care at the home. A local independent advocate group was invited to speak to all the people who live at the home individually and to ask them about their opinions of the service. They have used this information to compile a report which recommends changes and commends good practice. We found that record keeping had improved since the last inspection. In particular care plans and risk assessments were clearer and up to date. We felt that some records could be improved further if staff used plain English. For example some plans referred to people, ‘declining activities’ and ‘having poor food intake’. These records may be clearer and easier for others to understand if they were written in more user friendly language. People make their own private arrangements for managing their finances. Small amounts of cash can be left with the manager for safe keeping. Records of these were up to date and accurate and clearly showed all transactions. We saw that there are regular checks on health and safety at home, including fire safety, electrical, water and gas safety. All the staff have had relevant training including manual handling training and fire safety training. We saw that records of checks were up to date and action was taken where concerns were identified. Viera Gray House DS0000017396.V377592.R01.S.doc Version 5.3 Page 23 The manager has created a disaster plan, which includes plans for evacuating the building in an emergency. The staff have been given training in this and support to understand their responsibilities. Viera Gray House DS0000017396.V377592.R01.S.doc Version 5.3 Page 24 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 3 X 3 X 3 N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 2 X X X X X X 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 3 3 X X 2 3 3 Viera Gray House DS0000017396.V377592.R01.S.doc Version 5.3 Page 25 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1 Standard OP19 Regulation 13 Requirement Timescale for action The registered person should 30/11/09 make sure the broken ice box compartment door of the fridge in one area of the home is repaired or replaced. The registered person should 30/11/09 make sure the concerns staff discuss with their manager are appropriately recorded and action is taken where necessary to investigate these concerns. 2 OP36 18 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1 Refer to Standard OP7 Good Practice Recommendations The staff should include detail on how to meet people’s DS0000017396.V377592.R01.S.doc Version 5.3 Page 26 Viera Gray House individual social care needs within all care plans. 2. OP9 Records of as required medication should be clear and neatly organised. The staff should think about more ways people can be supported to meet their individual social needs. Information about staff on duty, menus and activities should be on display for everyone in the home to see. The staff should think about different formats for this information so that it is clear for everyone. The staff could regularly offer a selection of finger foods and fruit and this would mean that people who are unable to ask or do not remember to would have the opportunity to try easy to eat fruit and snacks each day. The manager should think about way the people who live at the home could be involved with recruiting and selecting staff. The staff should use plain English where possible to make sure records are clear and can be easily understood. The staff should make sure they are meeting everyone’s needs to the best of their ability taking consideration of individual choices. The manager should make sure all complaints and concerns are responded to appropriately and that the complainant feels satisfied that their concerns have been investigated. The staff should try their best to make sure people’s clothes are returned to them following laundering and are not given to the wrong person. The staff should take care to make sure people are served DS0000017396.V377592.R01.S.doc Version 5.3 Page 27 3 OP12 4 OP14 5 OP15 6 OP29 7 OP37 8 OP7 9 OP16 10 OP26 11 OP15 Viera Gray House tea and coffee which reflects their personal tastes. Viera Gray House DS0000017396.V377592.R01.S.doc Version 5.3 Page 28 Care Quality Commission Care Quality Commission Citygate Gallowgate Newcastle Upon Tyne NE1 4PA National Enquiry Line: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. 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