Care Home: Wallis Court Nursing Home

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What the care home does well People are well supported. Assessments are carried out before they are admitted to make sure the home can meet their needs, and these are continually reviewed. Staff are well trained, supported and managed by the organisation. The home has a positive and inclusive atmosphere. People we spoke to were very happy there, and the staff we spoke to spoke highly of the organisation. People were proud to work at Wallis Court. People told us: "Accommodation excellent, care excellent, general atmosphere excellent, and cleanliness excellent." "Excellent care in every way" "the staff perform their jobs efficiently and with patience" "a very caring and friendly staff" "make sure the residents are happy and well cared for. All carers from the seniors down are always on hand to help in any way they can." "The care for clients is excellent, with very high standards" "Wallis Court Nursing Home is a lovely place to work. I found this place so friendly, starting from the top managers through nurses, care staff and finishing with the kitchen staff. I`ve been working for them for x years and I always found Wallis Court supportive, offering good choice of training or courses. I am so proud that I`m a part of their team as they provide brilliant care for all residents." "First-class care. Staff extremely supportive and caring." "I consider it one of the best homes I visit. Very clean and high standards of care." "The home supplies good standards of care and support to staff and meets all the appropriate levels of training." "Generally the overall care of the residents and support given to staff is very good. The standard of the home itself is very good and equipment available is well maintained. The home provides a good variety of training." "The home gives exceptional care for their clients. It is very caring and understanding. The home support his staff with courses and training." "Care for the residents is excellent. The residents are very well looked after by people who really care""the home meets individual clients needs very well, the training opportunities are excellent and staff mostly work well together and are supported as a team." What the care home could do better: Some staff needed to update their first aid training qualifications. Random inspection report Care homes for older people Name: Address: Wallis Court Nursing Home Wallis Court Head Office 4-6 Matlock Terrace St Lukes Road Torquay Devon TQ2 5NY three star excellent 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: Michelle Finniear Date: 1 1 0 5 2 0 1 0 Information about the care home Name of care home: Address: Wallis Court Nursing Home Wallis Court Head Office 4-6 Matlock Terrace St Lukes Road Torquay Devon TQ2 5NY 01803292530 01803201644 walliscourt@rbscarehomes.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Mrs Joyce Anne Roberts Type of registration: Number of places registered: Conditions of registration: Category(ies) : RBS Care Homes Foundation care home 42 Number of places (if applicable): Under 65 Over 65 42 42 old age, not falling within any other category physical disability Conditions of registration: 0 0 Only 10 beds (on the first floor) are for the provision of nursing care. The maximum number of service users who can be accommodated is 42. The registered person may provide the following category of service only: Care home providing nursing- Code N to service users of either gender whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category from age 60 - maximum number 42 Physical disability from age 60 - maximum number 42 Care Homes for Older People Page 2 of 10 Date of last inspection Brief description of the care home Wallis Court is a 42-bedded Care Home arranged over 4 floors. The first floor contains eight bedrooms, two have shared accommodation, for those residents who require nursing care. The remainder of the bedrooms are on the second, third and fourth floors: a passenger lift provides access to all floors. On the ground floor there are two large lounge rooms and a dining room. The home is equipped to provide care for physically disabled residents. A registered nurse is on duty 24 hours a day for those residents who require nursing care. The home is situated close to the centre of Torquay. Places at the home are restricted to retiring and serving staff of the Royal Bank of Scotland Group and their dependants. The range of weekly fees for the home ranged from £515 to £770 (this takes into account different rates for nursing or residential fees) Additional charges were made for toiletries, clothes, hairdresser, some transport costs, and days out. The homes service users guide and a copy of the last inspection report could be found in the homes, office, Staff room and on the residents notice board. Care Homes for Older People Page 3 of 10 What we found: This inspection was carried out unannounced over a week day in May 2010. The inspection was undertaken close to the three year anniversary of the last inspection site visit to the home. Since that time annual service reviews have indicated the home was operating well, and maintaining the excellent rating awarded at that time. The manager of the home was on leave on the day of our visit, however a senior manager within the organisation was providing cover and knew the home well. On the site visit we looked at the ways in which people are admitted to the home, the care provided and the records associated with the care, the lifestyle people can expect to experience, the way the home manages complaints and protection issues, the environment, staffing issues and the way in which the home is managed. We spoke to the homes management and senior staff on duty, both in the nursing and care parts of the home. We spoke to the cook and looked at the menus. And we spoke to the people living at and visiting the home. Prior to the inspection questionnaires had been sent to staff working at the home, professionals who visit the service and people who live there, and the home had completed an annual quality assurance assessment or AQAA. This gives us information about how the home is being run, what they have completed since our last visit and what they intend to do in the following 12 months to improve the service. On the site visit we looked at the way in which people are admitted to the home. A criteria for admission is that people have to have worked for, or be a dependent of people who have worked for the Royal Bank of Scotland group. Referrals are made to the home for consideration for admission and if local, the homes manager will go out and complete an assessment of the individuals needs to make sure the home can meet them. If the person lives further away one of the senior management will visit them in their home or current placement. The people offered a place then have an opportunity to visit the home for a trial period of a couple of weeks. This helps people to decide if the home is the right place for them. On the site visit we looked at the information the home has available to give people to tell them about what they could expect to receive if they chose to move into the home. This information is regularly updated (last occasion April 2010) to ensure it is accurate. We looked at care plans for people in the nursing unit, and also those receiving social residential care. Although the care plans were different, both indicated clearly peoples needs for support, and how they wish that support to be given. The nursing care plans had a good social content as well as clinical nursing needs and the staff we discussed the plans with had a very clear understanding of and empathy for the people being cared for. The records we saw showed clearly that people received the support they needed, and we also discussed with the lead nurse the homes arrangements for palliative or end of life care. This was of an excellent standard with best practice in nursing care allied with compassion and consideration for the wishes and comfort of the individual being paramount. The home works well with specialist end of life care support teams, and we discussed the recent arrangements made to support one person during the last few days of their life. Care Homes for Older People Page 4 of 10 Medication was being managed safely and the home regularly audits the systems they use, as does the supplying pharmacist. People living in the home have opportunities to experience elements of an active lifestyle. On the day of the visit a coffee morning had been organised by other pensioners from the bank and people who live at the home had joined in. We also heard about a 100th birthday that had been held the day before the inspection. Some people who completed questionnaires for us told us that they would like to go out more with staff but felt there were not always enough staff on duty to enable this. A computer is also available in the homes lounge for people to use. Meals are of an high standard. On the day of this unannounced inspection lunch was a choice of vegetable soup to start followed by poached salmon, bechamel sauce, new potatoes, broccoli and butternut squash , or a vegetable burger, or ham salad. Dessert was apricot crumble, ice cream or cheese and biscuits. The evening meal was a choice of Scotch egg salad, soup and crusty bread, tasted teacake, fruit salad, jellies and freshly baked cakes. The home caters for special medical diets. Some people told us the meals varied according to the cook on duty. others said the food was excellent. The home has an active complaints procedure and staff receive training in the Mental Capacity Act (which is legislation to support peoples rights and decision-making), and protection of vulnerable adults. The home has a whistle blowing policy in case staff have concerns about abuse. Complaints are robustly investigated and people who can make a complaint can expect to receive a written response from the organisation with the outcome and any actions they intend to take to resolve the concerns. All areas of the building we saw were clean, well decorated and maintained to a high standard. The staff that we met on this visit demonstrated a clear understanding of their role, were confident in dealing with people at the home and told us they were well trained. Staff spoke highly of the organisation and the opportunities available to them. There is a high level of training for staff, including national vocational qualifications and we were told that if additional equipment is needed it is provided. The recruitment practices followed by the home ensured that the staff who work there have been thoroughly vetted and are suitable to be working with potentially vulnerable people. The employment practices include the obtaining of criminal records bureau checks, four references and a full interview process. Staff follow a six-week induction followed by a probationary review after six months and the majority of the staff have undertaken National vocational qualifications at level 2, 3 or 4. This is commendable. The home is being well-managed. Quality assurance systems are in place that ensure people who live at the home have a say in which the way the home is run, and external audits such as Investors in People are undertaken. Full business plans were available and the health and safety policies that we sampled demonstrated that a high priority is placed upon the safety of the people who live and work at home. No concerns were identified during the course of this inspection, but some staff did need updates to their first aid training. The homes excellent rating will not be altered following Care Homes for Older People Page 5 of 10 this inspection. What the care home does well: People are well supported. Assessments are carried out before they are admitted to make sure the home can meet their needs, and these are continually reviewed. Staff are well trained, supported and managed by the organisation. The home has a positive and inclusive atmosphere. People we spoke to were very happy there, and the staff we spoke to spoke highly of the organisation. People were proud to work at Wallis Court. People told us: Accommodation excellent, care excellent, general atmosphere excellent, and cleanliness excellent. Excellent care in every way the staff perform their jobs efficiently and with patience a very caring and friendly staff make sure the residents are happy and well cared for. All carers from the seniors down are always on hand to help in any way they can. The care for clients is excellent, with very high standards Wallis Court Nursing Home is a lovely place to work. I found this place so friendly, starting from the top managers through nurses, care staff and finishing with the kitchen staff. Ive been working for them for x years and I always found Wallis Court supportive, offering good choice of training or courses. I am so proud that Im a part of their team as they provide brilliant care for all residents. First-class care. Staff extremely supportive and caring. I consider it one of the best homes I visit. Very clean and high standards of care. The home supplies good standards of care and support to staff and meets all the appropriate levels of training. Generally the overall care of the residents and support given to staff is very good. The standard of the home itself is very good and equipment available is well maintained. The home provides a good variety of training. The home gives exceptional care for their clients. It is very caring and understanding. The home support his staff with courses and training. Care for the residents is excellent. The residents are very well looked after by people who really care Care Homes for Older People Page 6 of 10 the home meets individual clients needs very well, the training opportunities are excellent and staff mostly work well together and are supported as a team. 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 7 of 10 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 8 of 10 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 13 The home should ensure staff have the level of first aid training indicated by the homes first aid risk assessment. In practice this would mean that all care staff should have up to date training in first aid. Care Homes for Older People Page 9 of 10 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. If you would like a summary in a different format or language please contact our helpline or go to our website. © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for noncommercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. 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