Care Home: Waterside Lodge

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What the care home does well The home is run in the best interests of the people living there. People are being consulted about the way the home is managed and their views are taken into account. Anyone thinking of moving into Waterside Lodge can go and look around to see for themselves if they think the home is suitable for them. If they decide to move in staff from the home will carry out an assessment to make sure that they can meet that persons needs. People living in the home told us that their health and personal care needs are being met. People look well cared for. All the people who live in the home spoke well of staff and they felt that they were kind and caring. There are individual and group activities on offer, including trips out, to keep people stimulated. People can follow their own routines and relatives and friends are welcome to visit at any time. People living at the home all said that the food was good offering choice and variety. If people living at the home and/or relatives are not happy about the service they are getting there is a complaints procedure. People were aware of the procedure and said that they would be able to raise any concerns and that they felt any problems would be resolved. The home is clean, tidy and comfortable. People living at the all said that the home was kept fresh and clean. The staff are friendly and well trained. Staff enjoy working at the home and feel they work well as a team. In the surveys we asked people what the home does well. These are some of the comments made by people living in the home, relatives and staff: `Waterside Lodge is a fine home, I am very happy.` `I am very happy and content at Waterside Lodge. Staff are kind and helpful.` `There are plenty of activities to keep people stimulated. Staff are always on hand and constantly interact with people. Each resident has a designated `keyworker` and relatives are given regular information about their relative.` `Waterside Lodge is always clean. I am well looked after, the staff are very caring and are always willing to sit and talk to me. I can go out when I want with a member of staff.` `My relative is in one of the best residential care homes I have visited. The care and support offered by the staff and management is second to none. The standard of care at the home is excellent.` `I feel the home offers a very high standard of care and I would feel very comfortable about one of my loved ones living at Waterside Lodge, which I feel says a lot about the home. I feel that the level of communication between relatives is very good and gives them peace of mind that their relatives are being cared for. I also feel that the amount of activities that are available is to a very high standard.` `Residents enjoy a good quality of life and can continue with wishes/aspirations that they have.` `Waterside Lodge is a well run home that always puts the residents needs first.` What has improved since the last inspection? The home has been extended to provide some new bedrooms, a new kitchen and lounge. This has improved the facilities for people living in the home. What the care home could do better: The manager and staff are continually talking to people living in the home and reviewing their practice to make sure that people are getting exactly what they want from living at Waterside Lodge. We have made no requirements following our visit. Key inspection report Care homes for older people Name: Address: Waterside Lodge 60 Rochdale Road Todmorden Lancashire OL14 7LP     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: Paula McCloy     Date: 1 6 0 3 2 0 1 0 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 26 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 26 Information about the care home Name of care home: Address: Waterside Lodge 60 Rochdale Road Todmorden Lancashire OL14 7LP 01706818580 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: home@watersidelodge.com Todmorden Residential Homes Limited care home 52 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category physical disability Additional conditions: The registered person may provide the following category of service only: Care home only - code PC To service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category - Code OP The maximum number of service users who can be accommodated is: 52. Date of last inspection Brief description of the care home Waterside Lodge is a care home for up to 52 older people. It is situated near to Todmorden town centre, within walking distance of all local amenities and near to bus routes. The bedrooms are all single rooms and the majority have en suite facilities. There are three lounges, one lounge/diner and one dining room. Outside is an attractive garden Care Homes for Older People Page 4 of 26 Over 65 52 0 0 0 Brief description of the care home area with plenty of seating for people and their guests. Care Homes for Older People Page 5 of 26 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 weekly charges at the home from 1 April 2010 will be £460 per week. This charge includes hairdressing, chiropody and newspapers. This inspection was carried out to assess the quality of care provided to people living at the home. The manager completed an annual quality assurance assessment (AQAA), which provided us with information about the service. We have used some of that information in this report. The inspection process included looking at the information we have received about the home since the last key inspection as well as a visit to the home, which lasted approximately 4.5 hours. Care Homes for Older People Page 6 of 26 During the visit we spoke to 5 people living in the home, 4 members of staff and the manager. We also observed staff delivering care, looked at various records and looked around the home. Surveys were sent to 10 people living in the home, 10 staff and 5 health care professionals; these cards provide an opportunity for people to share their views of the service with us. Information received in this way is shared with the home without identifying who has provided it. Six people using the service, or their relative on their behalf, and six members of staff wrote to us with their comments. Their comments have been used in this report. We have reviewed our practice when making requirements, to improve national consistency. Some requirements from previous inspection reports may have been deleted or carried forward into this report as recommendations, but only when it is considered that people who use the service are not being put at significant risk of harm. In future, if a requirement is repeated, it is likely that enforcement action will be taken. Care Homes for Older People Page 7 of 26 What the care home does well: The home is run in the best interests of the people living there. People are being consulted about the way the home is managed and their views are taken into account. Anyone thinking of moving into Waterside Lodge can go and look around to see for themselves if they think the home is suitable for them. If they decide to move in staff from the home will carry out an assessment to make sure that they can meet that persons needs. People living in the home told us that their health and personal care needs are being met. People look well cared for. All the people who live in the home spoke well of staff and they felt that they were kind and caring. There are individual and group activities on offer, including trips out, to keep people stimulated. People can follow their own routines and relatives and friends are welcome to visit at any time. People living at the home all said that the food was good offering choice and variety. If people living at the home and/or relatives are not happy about the service they are getting there is a complaints procedure. People were aware of the procedure and said that they would be able to raise any concerns and that they felt any problems would be resolved. The home is clean, tidy and comfortable. People living at the all said that the home was kept fresh and clean. The staff are friendly and well trained. Staff enjoy working at the home and feel they work well as a team. In the surveys we asked people what the home does well. These are some of the comments made by people living in the home, relatives and staff: Waterside Lodge is a fine home, I am very happy. I am very happy and content at Waterside Lodge. Staff are kind and helpful. There are plenty of activities to keep people stimulated. Staff are always on hand and constantly interact with people. Each resident has a designated keyworker and relatives are given regular information about their relative. Waterside Lodge is always clean. I am well looked after, the staff are very caring and are always willing to sit and talk to me. I can go out when I want with a member of staff. My relative is in one of the best residential care homes I have visited. The care and Care Homes for Older People Page 8 of 26 support offered by the staff and management is second to none. The standard of care at the home is excellent. I feel the home offers a very high standard of care and I would feel very comfortable about one of my loved ones living at Waterside Lodge, which I feel says a lot about the home. I feel that the level of communication between relatives is very good and gives them peace of mind that their relatives are being cared for. I also feel that the amount of activities that are available is to a very high standard. Residents enjoy a good quality of life and can continue with wishes/aspirations that they have. Waterside Lodge is a well run home that always puts the residents needs first. What has improved since the last inspection? 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 9 of 26 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 10 of 26 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 can visit the home to see for themselves if they think it is suitable. No one moves into the home unless staff are sure they can meet their needs. Evidence: There is a service user guide available that gives people written information about the home and the service it provides. A member of staff from Waterside Lodge will go and assess anyone thinking of moving into the home. There is an assessment document that staff complete, which means that peoples needs are identified and that staff are sure they can meet those needs before people move in. We looked at the files for two people and found all of the assessment information we would expect, together with a care plan for each. In the surveys everyone said that they had enough information about the home before they moved in. People are encouraged to come and have a look at the home Care Homes for Older People Page 11 of 26 Evidence: themselves, before they moving so they can see for themselves if they think it is suitable. It also gives them the opportunity to ask questions about day to day life within the home and meet other people living there and staff. Care Homes for Older People Page 12 of 26 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Peoples health and personal care needs are being met. Evidence: We looked at two care plans because we wanted to see what individual needs had been identified and what action staff have to take to meet these needs. We found that the care plans were detailed and easy to follow. All of the necessary risk assessments have been completed and staff are writing down what they have done to reduce or eliminate that risk. For example one person had been identified as being at risk of developing pressure sores, we could see that a specialist mattress had been put in place to keep them comfortable and reduce the risk of a pressure sore developing. Peoples health care needs are being identified and met. Staff are vigilant and GPs and other health care professionals are being involved as necessary. Details of any visits by health care professionals are clearly documented in the residents care plan, together with the advice that has been given. In the surveys people told us that they Care Homes for Older People Page 13 of 26 Evidence: get the medical support they need. People looked well cared for and we saw that men had been shaved, peoples hair brushed or combed, spectacles were clean and peoples personal and oral hygiene was well maintained. In the surveys people told us that they get the care and support they need and that staff listen and act upon what they say. Two people we spoke to both said the staff will do anything you ask. The medication system is well managed. We watched part of a medication round. People are receiving their medication at the prescribed times and records are well maintained. Care Homes for Older People Page 14 of 26 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. There are activities on offer that are keeping people stimulated and active. Meals at the home are good and mealtimes are social occasions. Evidence: People told us that they can follow their own routines and can get up and go to bed when they want to. Peoples personal preferences are written in their care plans and staff are aware of these. Waterside Lodge is a family run home with the manager and various members of her extended family all having various roles within the staff team. Staff all know people very well and spend time with them finding out about their interests, past lives and experiences. They then use these to provide appropriate activities. Trips out are arranged and people are encouraged to participate in the local community and in local events. When we visited people were given a copy of the Age Concern newsletter and being asked they wanted to go to any of the events. One person we spoke to goes out to the local pub. Staff will also take people out shopping or for a walk. In the surveys one person told us that they can go out with a member of staff whenever they want. Care Homes for Older People Page 15 of 26 Evidence: We could see that activities are discussed at residents meetings. At the last meeting in March people have suggested a number of different destinations for trips out. The manager told us that she will be arranging these. The home has its own luncheon club this gives people the opportunity to go to different places once a month for a meal out. The home has a very lively, welcoming atmosphere. During our visit there were lots of visitors and staff were available to offer people assistance or have a chat. Newspapers are included in the homes fees and during the morning lots of people were reading these. In the surveys people told us there were activities arranged for them to take part in. In the afternoons there are staff who are specifically employed to provide activities such as reminiscence, reflexology, art and crafts and sing-a-longs. The home also employs outside entertainers on a regular basis to offer people a variety of experiences. Meal times at the home are a social occasion with most people eating in the dining room, unless they choose to eat elsewhere. There was a lot of lively conversation at lunchtime and people ate at their leisure. People told us that the meals are good and that there is always plenty of food available. The presence of a number of staff, various activities and visitors means there is something going on most of the time. No one was sleeping and people were interested in everything that was going on. People living in the home are interested and engaged and are being kept mentally active and stimulated. Care Homes for Older People Page 16 of 26 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. Complaints and adult protection issues are being dealt with properly. This means that staff are listening to people and keeping them safe. Evidence: The homes complaints procedure is in the service user guide. People told us that the know who to talk to if they are unhappy or if they want to make a complaint. People we spoke to told us that they would be able to raise any concerns with the manager and were confident that any issues would be sorted out. The home have not received any complaints. The manager told us that all of the staff have completed adult protection training. This means that staff are fully aware of all of the different types of abuse and about the reporting procedures. Care Homes for Older People Page 17 of 26 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. The home is comfortable, clean, tidy and very well maintained. Evidence: The home is located near Morrisons supermarket in Todmorden. The local town center and market are within walking distance. There is a car park to the front of the building and a nice patio area with seating and lots of plants for people to use in nice weather. At the last visit by environmental health the kitchen was awarded 4* for hygiene. This means that the standard of hygiene in the kitchen is very good. Last year an extension to the building was added to improve the facilities for people living at the home and to provide 10 additional places. There is a new kitchen on the ground floor adjacent to the main dining room. This means that people can easily go and talk to the cook and see food being prepared. Another lounge has been created that looks out over the patio area. People sitting in this area can see everyone coming and going through the front door and look at any bird activity around the many feeders. The new bedrooms that have been built are all very individual in shape and size. They have all been tastefully furnished and have all been personalised by the people occupying them. Two people told us how much they like their room and their location Care Homes for Older People Page 18 of 26 Evidence: with views over the main Rochdale Road and up to the hills. There are three lounges on the ground floor and one lounge/diner on the first floor. All of the lounges are well decorated and very comfortable. Infection control procedures are good and there have been no outbreaks of any infectious disease. The home was very clean and tidy when we visited and in the surveys people told us that this is always the case. The laundry is well equipped and peoples clothing is well cared for. Care Homes for Older People Page 19 of 26 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 excellent 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 properly recruited and well trained staff. Evidence: There are six - seven carers on duty in the mornings, five - six carers on duty during the afternoon and evenings and three - four carers on duty at night. In addition to this there are two managers on duty until 6pm. The care staff team are well supported by the catering staff, domestics and laundry assistants. In the surveys staff told us they felt there were enough staff on duty to meet peoples needs at the current time. Recruitment procedures at the home are good. We looked at three staff files these confirmed that the necessary checks are being completed to ensure the suitability of new staff. This means that staff are safe to work with older people. There are 80 of the care staff team who have completed their National Vocational Training (NVQ) at level 2 or 3 in caring for older people. This means that they have been assessed as competent to do their job. In the surveys staff told us that when they first started working in the home that their induction training was good and covered what they needed to know in order to do the Care Homes for Older People Page 20 of 26 Evidence: job. Staff also told us that they are being given training that is relevant to their role, helps them to understand and meet peoples individual needs and keeps them up to date with new ways of working. Care Homes for Older People Page 21 of 26 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is well managed and people living there have a say about how the home is run. Evidence: The registered manager is qualified and experienced. There are clear lines of accountability and there is a strong management team at the home who all have their own specific areas of responsibility. They are continually looking at ways to improve the service to make sure people receive the very best service they can offer. The home has very effective quality systems in place. People using the service are consulted through residents meeting and anonymous quality assurance surveys. The manager listens to their views and acts accordingly to make sure that people are getting the service that they want. Their success in achieving this is reflected in the comments made by people using the service, relatives and staff: My relative is in one of the best residential care homes I have visited. The care and Care Homes for Older People Page 22 of 26 Evidence: support offered by the staff and management is second to none. The standard of care at the home is excellent. Waterside Lodge is a well run home that always puts the residents needs first. I feel the home offers a very high standard of care and I would be very comfortable about one of my loved ones living at Waterside Lodge, which says a lot about the home. The home does not hold money for safekeeping for people. The homes fees are all inclusive and there are no additional charges for hairdressing, chiropody or newspapers. There is a written Health and Safety policy. Staff receive moving and handling, health and safety, food hygiene, fire safety, first aid and infection control training. In the AQAA the manager told us that all of the necessary servicing and testing of equipment are all up to date. This means that staff are working safely. Care Homes for Older People Page 23 of 26 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 24 of 26 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 Care Homes for Older People Page 25 of 26 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. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. 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