Care Home: Wallfield House

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What the care home does well People told us they had a positive experience when they visited and then decided to move into this service. They said: "The staff and the manager were great when I decided to move in, they were so supportive, and made it a great experience, I am very happy here". "We came and had a look around this home, and we were very impressed. It is very good, and they were great arranging everything for our relative to move in, we found it a positive experience". People are confident that the service is able to meet their needs because an assessment is completed with them, before they move into the service. This informs the staff about the support they need and their individual preferences. People told us they have "lots to do during the day and at weekends, so there is no time to get bored". People have access to recreational activities that meet their preferences. People live in a well maintained building. People told us they thought the service was "homely with a relaxed atmosphere". People said the routines were flexible and they could choose how they wished to spend their day. People told us they are "very well looked after". They told us the staff team were: "motivated", "caring" "respectful" and provided "excellent care and support". People are supported by a skilled, stable and trained staff team who are dedicated to ensuring peoples needs are met to a good standard. Visitors we spoke to told us "I am always welcomed into the service and offered a drink, the staff are very friendly at all times". The service has received many compliment cards from family members, an example of the comments received include: "We would like to take this opportunity to thank you for the care you gave our relative, you helped us when we needed it, and were very responsive. We would like to recommend your home, to anyone who may be thinking of having to move in or have respite. Care homes are places you do not want to think about but in yours people do not have to worry. Our relative has built up strength and confidence and has made several friends in your home. Thanks for caring". People are consulted about the food provided, and choose the menus so that the food meets their preferences. People told us "choices are always available". People are regularly consulted about the service and the suggestions they make are listened to and implemented which ensures the service is run in their best interests. What has improved since the last inspection? The service did not have any requirements from their last inspection report. What the care home could do better: We did not identify any shortfalls that would place people at potential risks during our visit. We have made a couple of recommendations that should be implemented to ensure all paperwork has an audit trail and is accurate and up to date. Key inspection report Care homes for older people Name: Address: Wallfield House 87 Doles Lane Findern Derby DE65 6BA     The quality rating for this care home is:   three star excellent service A quality rating is our assessment of how well a care home is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this full review a ‘key’ inspection. Lead inspector: Claire Williams     Date: 0 2 0 9 2 0 0 9 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Older People Page 2 of 28 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) 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 Care Homes for Older People Page 3 of 28 Information about the care home Name of care home: Address: Wallfield House 87 Doles Lane Findern Derby DE65 6BA (01332)510605 01332510605 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Mr John Arnold Yates,Mrs Carole Anne Yates care home 15 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: Date of last inspection Brief description of the care home Wallfield House is a three storey detached building situated in the village of Findern. The service is a family run business, providing personal and social care for fifteen people aged 65 years and over. The service has recently undertaken work and changed two double bedrooms into single rooms. Therefore the service now offers, thirteen single and one double room, which are located on the ground and first floor; all rooms except one have ensuite facilities. A passenger lift and stairs access the floors. People have access to a paved garden area, which is located at the rear at the property. The service is on a bus route and is close to local shops. The current fees for this service range from £375 to £460. 2 7 1 0 2 0 0 8 0 Over 65 15 Care Homes for Older People Page 4 of 28 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 inspection was unannounced and involved a visit to the site which lasted for a period of a day. The focus of inspections undertaken by the Care Quality Commission is upon outcomes for people who use the service and their views of the service provided. This process considers the homes capacity to meet regulatory requirements, minimum standards of practice and focuses on aspects of service provisions that need further development. As part of our preparation for our visit we also use information gathered throughout the year, and since our last key inspection which was undertaken on 26th October 2008 to support our judgments. The information we looked at before our visit can include; notifications from the provider, complaints or concerns and the pre-inspection annual quality assurance questionnaire (AQAA), which the provider is required to complete prior to a visit to the Care Homes for Older People Page 5 of 28 service. We received the AQAA within the requested timescale. It was comprehensive in detail and gave us all the information we asked for. We also send out surveys to the staff and to people who use this service in order to obtain their feedback. Comments we received are included in the report. The main method of inspection used during the visit to this service was case tracking. This involved selecting two people who use the service and looking at the care they receive through the review of their records, discussion with them where possible, the care staff and observation of care practices. Care Homes for Older People Page 6 of 28 What the care home does well: What has improved since the last inspection? The service did not have any requirements from their last inspection report. Care Homes for Older People Page 7 of 28 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. Care Homes for Older People Page 8 of 28 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 9 of 28 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. People have access to updated information, to assist them to make an informed choice about moving into this service. Evidence: The manager told us in the self assessment that they provide people with all of the required information about the service. People we spoke to confirmed this, and told us they received information, when they had visited or when they had moved into the service. The feedback we received in the surveys also confirmed this, and people said they had sufficient information to decide if this service was right for them. The service is able to provide information in alternative formats, applicable to the needs of the individuals. In the self assessment the manager told us they spend time and effort showing prospective people around the service, and they explain their philosophy. People who we spoke with, confirmed this and told us they were encouraged to visit the service in Care Homes for Older People Page 10 of 28 Evidence: order to familiarise themselves with the routines and to meet the staff and people living in the service. One person told us: I have visited before for a period of respite, and found the manager and staff very supportive; they showed me around, and helped me to settle in. People we spoke to told us they had heard positive comments about this service. One person told us I had heard about this home previously; it has a very good reputation in the local community, and that is the main reason why I chose it. I must say it lives up to its reputation and I think it is very good. People told us about their experiences when they moved into this service and the following comments were made: I found it to be a positive move, the staff and manager were very supportive and they helped me to bring my belongings here and helped me settle My move was very supportive thanks to the staff and the manager. They made what could be a hard and emotional time, a positive and smooth experience, they were great. We looked at the records for two people who had recently moved into this service. These demonstrated that an assessment of their needs had been undertaken before they had moved in. This ensures people move into a service that can meet their needs. Following their admission each person is asked to complete a questionnaire as part of the quality assurance process. Any comments for improvements are then implemented to ensure it is a positive experience for all. Care Homes for Older People Page 11 of 28 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The health and personal care that people receive is based on their individual needs. The principles of respect, dignity and privacy are put into practice. Evidence: The manager told us in the information supplied about the service that each person has a comprehensive individualised care plan, which has been completed in consultation with them. The records seen confirmed this. We looked at two peoples files and both contained an updated plan of care, which had been completed from a person centred perspective. This ensures individualised care is provided. Information was provided about the individuals preferences in relation to food, drink, social needs, aspirations, and their routines. This ensures the service can meet peoples needs based on these preferences and expectations. Each care plan that we sampled contained the required risk assessments that should be undertaken to monitor peoples mobility, pressure areas, nutrition and falls. These were reviewed as required. The care records that we sampled and discussions with people confirmed that contact with external health care services is routinely made. Care Homes for Older People Page 12 of 28 Evidence: There was evidence in the files to support that the plan of care is reviewed on a monthly basis or in response to a change in a persons needs. People told us they are consulted about their plan of care and the records seen demonstrated this as people had signed their plan in agreement. All of the people we spoke to told us they receive support which is provided in a safe, respectful and dignified manner, and our observations, supported this. People we spoke to made the following comments about the care they receive: The care is absolutely great, we are so well looked after, and cared for. All our needs are seen to, I could not ask for more, this is a great home I receive the best care possible, the staff do such a great job. They are very caring, friendly, and look after me very respectfully. I like it here, and all of my needs are met. I think this place is fabulous, the care is good, especially when you are ill, they arrange everything for you and always get the doctor as soon as you need one, they are on the ball, and ensure all our needs are met, I feel very lucky being here. We had the opportunity to speak with some visitors, about their experiences and the following comments were made: We heard a lot about this service from people in the community who gave it lots of good reports. We came and had a look around and was impressed, as we thought it was small and very homely. The staff are great and we think they look after our relative extremely well. They are wonderful, and there is lots to do, we cannot fault it, and think it is an excellent home. I think my relative receives the best care. They feel like they are part of the family here, and that is what the atmosphere is like, very calm and relaxing. We looked at the arrangements for the handling and management of peoples medicines. We found all records had been completed to a good standard, and people were receiving their medication as prescribed. People were encouraged to be self managing and take control of their medication if they wished. The required assessments had been completed for those individuals who made the choice to self medicate some or all of their medication. Discussions with staff members, and the records demonstrated that the staff have received training to ensure they are Care Homes for Older People Page 13 of 28 Evidence: competent to undertake these tasks. Care Homes for Older People Page 14 of 28 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use services are able to make choices about their life style. Social educational, cultural and recreational activities meet peoples expectations. Evidence: In the information supplied about the service the manager told us they consult people on a regular basis, about the routines, and activities, to ensure they are happy and fulfilled. She told us they aim to be flexible, and would make any changes based on peoples comments. Discussions with people and the records seen confirmed this. People we spoke to told us they were happy with the provision of activities provided. They told us they were consulted about what type of activities they would like to participant in. One comment made was there is so much to do, we do not have time to get bored. People are aware of what activities are planned as these are displayed on a notice board, just outside the lounge area. This schedule demonstrated that people can access an activity both in the morning and afternoon, including the weekends. This ensures peoples social needs and preferences are met, and means people have meaningful things to do on a daily basis. People told us they have regular trips out, and they have external entertainment that Care Homes for Older People Page 15 of 28 Evidence: is arranged to come into the service which they really enjoy. People told us about a recent trip they went on, which was on a canal boat and people said: it was a great day out, and the weather was good, it was so relaxing. People told us about the variety of activities they can participate in, and some of these included baking, gardening, and reminiscence activities. People were observed playing a quiz and ball games in the morning and a game of bingo in the afternoon. People told us they had enjoyed participating in these, especially the bingo as people won small prizes. People told us they have access to church services and communion in the home, and some people are taken to the church of their choice every week. This ensures peoples religious and spiritual needs are met. People told us they were able to choose how they wished to spend their day, and if this resulted in them remaining in their room, this decision was respected. Peoples routines throughout the day and night are recorded so staff are able to provide support to them based on these preferences. People told us their relatives are encouraged to visit and visitors we spoke to, made the following comments: I am always welcomed here, and I am kept informed of my relatives well being. It is like a family here , and I feel part of it, they are all very friendly. We joined people for their lunch-time meal. The tables were set with tablecloths and condiments so people could help themselves. People told us they have choices at each meal time and observations supported this. People told us they receive a copy of the menu, and they cross off choices they do not like. The menu is then devised from these options which ensures people receive food they like and enjoy. We visited the kitchen and spoke with the catering staff who were able to show us records of peoples dietary requirements. We looked at training records which demonstrated the cook was qualified to work in the kitchen, and she demonstrated a good knowledge of peoples food preferences. Care Homes for Older People Page 16 of 28 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. Systems in place ensure people have confidence to raise their concerns, and are safeguarded from harm. Evidence: In the self assessment we received, the manager told us they aim to provide an open culture whereby staff and people that live in this service are able to express any concerns. During our discussions with people and their relatives they told us they knew how to complain and said they would not hesitate to raise any issues with the staff team or manager. The feedback provided in the surveys also confirmed that people was aware of how to raise any concerns. People told us: If I was not happy I would go straight to the manager and tell her; but there is nothing to complain about as everything is done to suit us. We are regularly consulted about everything, so we have plenty of opportunities to raise any issues, but we dont have any. People told us they have access to the complaints procedure in the information they have been provided with and the procedure is displayed in the service. The service has not received any complaints since our last visit and CQC have not referred any issues. The staff we spoke to demonstrated their awareness of both the complaints procedure Care Homes for Older People Page 17 of 28 Evidence: and their role and responsibilities concerned with dealing with any potential abusive incidents. The staff and the records we looked at demonstrated they had received training in these areas. The service have not had any safeguarding incidents since our last visit. We was told that work is underway to ensure peoples care plans reflect their ability to make decisions, and who their nominated family member is in relation to this. Training has already been undertaken by some staff and more training is currently being sourced in relation to the Mental Health Capacity Act, and Deprivation of Liberty. This will ensure staff are aware and promote peoples rights to make decisions and ensure they are clear about how to safeguard people. Care Homes for Older People Page 18 of 28 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 benefit from living in a clean, safe and well maintained building. It is homely in design which makes people feel comfortable. Evidence: In the information provided by the service the manager told us they provide an environment which is safe and suitable for its stated purpose. They have a maintenance and renewal plan in place which is regularly reviewed. They told us they make changes in accordance with peoples needs and ensure each person has the required aids and equipment to encourage and support their mobility. Our observations during our visit confirmed this. During our brief tour of the building we found all areas to be clean, homely, warm and well lit. The physical environment was appropriate to the specific needs of the people who currently live there. It was well maintained and had the required aids and equipment in place in order to meet peoples specific needs. All areas were furnished and decorated to a good standard. In response to people preferring single bedrooms, work has been undertaken to change 3 double rooms into single rooms with en-suite facilities. Two bedrooms have recently been renovated and are now being used. One person told us Care Homes for Older People Page 19 of 28 Evidence: I am impressed with my new bedroom it is lovely. I was consulted about the colour and the new furniture. The staff brought me catalogues and brochures to choose from, as I did not want to go out shopping, but I was asked. The staff helped me to put my belongings were I wanted them, I am very pleased with it. All of the people we spoke to told us they are encouraged to personalise their bedrooms and those visited reflected peoples preferences. People told us the building suited their needs, and they confirmed they had access to equipment which encouraged and promoted their independence. People told us they enjoy sitting outside in the patio area. There is a ramp, at the rear of the building, to enable people to access this area. Care Homes for Older People Page 20 of 28 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. People are supported by a trained and skilled staff team who are available in sufficient numbers to meet their needs. Evidence: In the information provided about the service the manager told us they have a staff team that are trained to National Vocational level 2. They said they have a low staff turn over, and provide staffing levels in excess to what is required based on peoples dependency needs. Our observations throughout the day confirmed that sufficient staff was on duty to meet peoples needs. Discussions with staff members and records seen also confirmed that the staff are trained, and have worked at this service for a long period of time. The service does not use agency staff, as all vacant shifts are covered by the existing staff or by bank staff who have previously worked in the service. This ensures people receive a consistent service by staff they know. People we spoke to told us the staffing levels were enough to meet our needs. People said they never have to wait too long for assistance People spoke positively about the staff team and some of the comments include the following: I think the staff are wonderful, and they do such a good job, I am very impressed with them, and they all know what they are doing, I have confidence in them and feel safe in their care. Care Homes for Older People Page 21 of 28 Evidence: We have a great team of staff here, the care is excellent, some staff have been here for a long time so we all are part of one big family. I am well looked after here, the staff are very caring and do a fabulous job. Discussions with the staff team confirmed that staffing levels were sufficient to enable them to deliver person centred care. Staff members told us I love my job here, and I am committed and motivated to ensuring I support people to a good standard Staff members spoken to and feedback from them in their surveys, told us they have access to positive training opportunities and the records confirmed this. Some of their comments we received include: I think this is a lovely home and the people get well looked after. I have undertaken lots of training to help me to do my job to the best of my ability. We do our best to deliver the best care. This is a lovely home were I look forward to every shift. We have a very supportive management team that enables us to do our work properly by providing us with the necessary training and information. We looked at two staff files, one of which was for a newly employed staff member. We found that all of the required checks had been undertaken to ensure staff were suitable to work with vulnerable people. However we found a reference in both files which was not dated and therefore we could not assess if these had been obtained before the staff members had commenced employment. The records also told us that both staff members had commenced employment before the return of their police checks. However training records demonstrated that these staff members were undertaking induction training provided by an external training company. The service told us in the self assessment that staff do not work directly with people until all of the required checks have been obtained. Care Homes for Older People Page 22 of 28 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 service is managed based on openness and respect, and consults people regularly to ensure it is meeting their needs. Evidence: The manager told us in the information supplied about the service, that she and the provider are always accessible as they are present in the service on a daily basis. The manager told us she often works on shift, which enables her to keep fully up to date with peoples needs. She told us that she attends all required training and is therefore qualified for her role. The records seen supported this. The manager told us she aims for the service to be managed with an open culture whereby they encourage people to make comments on any areas they wish, so improvements can be made. The dicussions held and records seen confirmed this. All of the people we spoke to, told us they are consulted about all aspects of the service delivery, both informally and formally at the monthly meetings. They are also Care Homes for Older People Page 23 of 28 Evidence: consulted about the service as part of the review process. People told us they receive regular questionnaires throughout the year about different aspects of the service. The most recent one was about the care people received. The records told us what peoples thoughts were and what the service intends to do in relation to the comments people make. The questionnaire before this was in relation to activities. One person requested a boat trip as an idea for an outing, and this was arranged for people. This ensures the service listens and acts on peoples feedback and is committed to continually developing the service in accordance with peoples best interests. People, their relatives and feedback provided in the surveys told us that the service was well managed. We received many positive comments about the manager and some of these included: The manager and owners are excellent and they run the service just for us. The manager is very caring and always consults us about everything, there is nothing I could suggest to improve this service, as it is all done The manager is very good, and this is the best home as everyone is so caring. It is a lovely family run service and I feel part of the family. We are asked about everything and nothing is too much trouble. Anything we ask for we get, we are really spoilt, I love it here The manager is very approachable and is always asking us if we are ok. This service is run very well and I am very happy about living here. The staff members we spoke to, told us they felt supported in their role, and told us the manager is always available, and she works alongside us so I feel very well supported. Staff members told us they have clear leadership and direction, and told us the communication in the service is very good as they have hand-overs before each shift commences duty. Discussions with staff members and feedback in the surveys demonstrated that staff feel valued in this service. Comments they made include: This is the best home around I love working here as everyone is so friendly and caring and we all work toward ensuring people receive the best care possible. The manager and owners are great and work alongside us. They are very supportive and ensure we have all of the required training and more, all we have to do is ask. I like working here, I am supported well and the management team are brilliant. We Care Homes for Older People Page 24 of 28 Evidence: do our best to deliver the best care and close supervision is maintained at every stage of our work The records we looked at demonstrated that staff members had completed all of the required mandatory training. Staff are also are given opportunities to attend training specific to the needs of the people that live in the service. This ensures a trained and skilled staff team support people needs. People told us they are encouraged to manage their finances but many told us they have chosen for the manager to manage this for them. They told us they are happy with the systems in place. We looked at the procedures in place and these were robust. People are encouraged to sign for their money were possible. The provider for this service lives on site and therefore is present in the service on a daily basis. People told us she is very approachable and spends time with them making sure they are ok and their needs are met. People told us that both the manager and the provider go out of their way to ensure we receive all that we want. The service have received many compliment cards and some of these comments include: Thank you for looking after my mother, the whole staff gave mom the best care, she could possible had for the last 19 months. you support was wonderful We would like to take this opportunity to thank you for the care you gave our relative, you helped us when we needed it, and were very responsive. We would like to recommend your home, to anyone who may be thinking of having to move in or have respite. Care homes are places you do not want to think about but in yours people do not have to worry. Our relative has built up strength and confidence and has made several friends in your home. Thanks for caring. The service continues to keep us informed of any significant events. They completed their self assessment within the timescale provided and the information was detailed and fully supported by appropriate evidence. The service continually reviews all aspects of their service delivery, and they have told us about the areas in which they intend to improve upon in the next year. Care Homes for Older People Page 25 of 28 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 26 of 28 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 3 The service should confirm in writing to the person, that based on an assessment of their needs the service is able to meet these needs. The domestic and kitchen staff should access updated training on how to safeguard people from harm. If staff members commence their induction before all of the employment checks have been obtained, then the records should clearly reflect this. This is to ensure that staff members do not work directly with people until all information has been received to ensure they are suitable for that role. All employment references should be dated when they have been received. This is to ensure the service, is able to demonstrate that staff are not employed until these have been received. 2 3 18 27 4 27 Care Homes for Older People Page 27 of 28 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. 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. 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