Care Home: West Villa Ltd

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What the care home does well People said that they are comfortable and receive good care from the staff who are "always able to help". When asked they said they couldn`t think of anything that could be done to make things better. Staff are kind, friendly and attentive to people`s needs, they also make sure that people retain their privacy and dignity. One person`s relative told us in a survey "The staff are very well trained, kind and considerate and very good to me if I have any questions". Another person summed up the staff by saying they are "very, very good". People are involved in their care and staff make sure that they have choices within their daily routines. One person told us in a survey that staff "take pride in how the residents look, even down to nail polish and a bit of make up". Staff work hard to make sure that they engage people who live at the home in social and leisure activities that they enjoy. Meals are appetising and nutritious and people said that they enjoy them. A relative told us "I will always recommend West Villa to any family needing a good homely home". What has improved since the last inspection? Staff have worked hard to make sure that everybody has a care plan which gives staff all the information necessary to give the people the care and support they need in the way they prefer. New activities have been introduced which people are enjoying being involved in. What the care home could do better: When people have made a complaint about the service the staff should make sure that they are satisfied with the actions that have been taken to resolve the issue. The outcome of this should be written in the complaint record. Inspecting for better lives Key inspection report Care homes for older people Name: Address: West Villa Ltd 73 Batley Road Wakefield West Yorks WF2 0AB     The quality rating for this care home is:   two star good service 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 assessment of the service. We call this a ‘key’ inspection. Lead inspector: Gillian Walsh     Date: 0 2 0 6 2 0 0 9 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. 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. 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 Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 25 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). 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 CSCI 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 25 Information about the care home Name of care home: Address: West Villa Ltd 73 Batley Road Wakefield West Yorks WF2 0AB 01924377328 01924291795 westvilla-home@hotmail.com Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : Mr Jones,Mrs Jones care home 32 Number of places (if applicable): Under 65 Over 65 32 32 32 dementia mental disorder, excluding learning disability or dementia old age, not falling within any other category Additional conditions: 0 0 0 One named person under 65 years with a mental disorder. To provide care for one named person under 65 years with physical disabilities (PD) Two named persons under 65 years Date of last inspection Brief description of the care home West Villa is registered to provide personal care and accommodation for up to 32 older people who may also have mental health and dementia care needs. The home is set back in its own grounds in Alverthorpe on the outskirts of Wakefield. It is on a main bus route and close to local amenities. There is a large walled garden with well established trees and shrubs. There are three large lounges, one of which is separated into lounge and dining areas, a separate dining room and a conservatory which overlooks the garden. All bedrooms are single occupancy with 22 having an en suite facility. There are communal toilets and bathrooms within close proximity to communal Care Homes for Older People Page 4 of 25 Brief description of the care home areas and bedrooms. The manager informed the Commission for Social Care Inspection in June 2009 that the current scale of charges at the home is £396 - £404 per week. Information about the home is made available through the homes Statement of Purpose and Service User Guide, both of which are available, on request, from the home. A copy of the Service User Guide is given to people on their admission to the home. Care Homes for Older People Page 5 of 25 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: two star good 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: This is the report on an inspection which included a visit to the home on 2 June 2009. Before the visit we asked the manager to complete a self assessment form known as an AQAA (Annual Quality Assessment Audit). The manager completed and returned this form to us with details about the home, how they think things are going and any improvements they are planning to enhance the lives of people living at the home. We also sent some questionnaires to people who live at the home so they could tell us what they thought. We have included some of the comments people made within the report summary. Care Homes for Older People Page 6 of 25 As part of the inspection we considered any information we might have received from other professionals in relation to the care and services at the home. The purpose of the visit was to make sure that the home is being well managed and run in the interests of the people who live there. During the visit we spent time speaking with people who live at the home, staff and management. 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 services 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. What the care home does well: 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 set out 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 25 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 25 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 do not move into the home without receiving confirmation that their needs can be met at the home. Evidence: The manager said that when somebody makes an enquiry about moving into the home, two of the senior members of staff will go out to meet them in their present environment. This gives staff the opportunity to complete an assessment of the persons needs and to decide if the staff at the home have the skills necessary to meet these needs and if West Villa is an appropriate place for the person to live. Completed assessments which cover care, recreational and social needs were seen in care files along with copies of letters sent to the individual concerned confirming that Care Homes for Older People Page 10 of 25 Evidence: the home is able to provide them with the care and accommodation they need. The information contained within the assessment is then used to develop an initial plan of care. The home does not provide intermediate care. Care Homes for Older People Page 11 of 25 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. Staff follow clear and detailed care plans to make sure that people get the care and support they need in a way which promotes their well being, safety and dignity. Evidence: During the visit to the home we looked at a selection of care files. All of the files contained an up to date care plan which gave very clear information about how staff should support people in meeting their needs, including social and recreational needs, in the way that the person prefers. It is clear that staff have worked very hard in improving and maintaining care plans since the last inspection. One of the files seen was for a person who had been in the home for only a short time. An initial care plan had been developed based on preliminary assessments and contained very good detail of the persons circumstances and needs. Where a person had a particular problem which needed special intervention such as a chest infection, a short term care plan had been developed to inform staff what actions Care Homes for Older People Page 12 of 25 Evidence: they should take to make the person comfortable and to aid their recovery. Wherever possible the individual concerned has signed that they have read and agree to their care plan. If the person is not able to do this them self, the next of kin does it on their behalf. The files also contained a number of assessments which are completed initially and then updated on a monthly basis to assess the persons needs and abilities in areas such as moving and handling, nutrition and skin condition. Risk assessments are also in place for people who are at risk in any particular area. Each file includes a form on which staff record when the person has been seen by a health care professional such as a district nurse or a doctor. The records showed that staff arrange for people to see healthcare professionals when the need arises. All of the people spoken with said that the staff were kind to them and that they made sure that they had their privacy. People looked as if they had been well supported with meeting their hygiene and personal grooming needs and all were smartly dressed. Systems for the storage and administration of medication were looked at. It was clear that staff follow good procedures when dealing with medications and that the systems are safe and well managed. Care Homes for Older People Page 13 of 25 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. As far as possible people are supported to enjoy lifestyles of their choice and have a range of activities available to them. People enjoy the meals at the home. Evidence: People spoken with said that they could choose how they spend their days and care plans gave staff information about peoples individual preferred routines and social and recreational interests. A senior member of the staff said that they had recently completed a course to help her in planning and delivering activities. Since then she has worked hard to implement the new ideas and has started to do a range of new activities with the people who live at the home. The inspector saw photographs of people clearly enjoying activity sessions including baking, making their own sandwiches and going through memory boxes which the member of staff has put together. Staff were delighted at the response from people to Care Homes for Older People Page 14 of 25 Evidence: these activities and are planning to develop the activities much further. Staff also said that they were trying to involve relatives and visitors in activities and had an Italian themed evening planned for the next week. Photographs from various trips show that people enjoy getting out and about. Religious services are held in the home once a month for people who want to join in and one person has clergy from their own Church visiting weekly to give Communion. No visitors were available to speak with during the visit but people have previously said that they are made welcome to the home whenever they wish to visit. The manager said that she encourages all staff to speak regularly with relatives and friends of people who live in the home to make sure that they are happy with how their friend or relative is being cared for. People said that they enjoyed the food at the home and that they get choices in what they would like to eat. The lunchtime meal on the day of the visit was a choice of roast gammon or fish cakes served with fresh vegetables. As it was a nice day some people had chosen to have their lunch in the garden where tables and chairs had been set up for them. Care Homes for Older People Page 15 of 25 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. People can be confident that their complaints are taken seriously and that procedures are maintained to keep them safe. Evidence: The home has a complaints procedure which is on the wall in communal areas for people to see and it is also in the information given to people when they move into the home. A complaints file is in place which contains details of various concerns people have had about the care or the service at the home. Wherever a complaint or concern, however minor, has been raised; the documentation shows that the manager or a senior member of staff has looked into and taken action to remedy the matter. An outcome is recorded but it is not made clear that the person who raised the complaint is satisfied with the outcome. Personnel files contained certificates to confirm that staff have had training in keeping people safe from abuse. Staff were able to identify different types of abuse and knew who to report to should they suspect that anybody living at the home was being placed at risk. Care Homes for Older People Page 16 of 25 Evidence: Since the last inspection the home has worked with the local councils safeguarding team to investigate and resolve an issue which had arisen but where abuse had not taken place. Care Homes for Older People Page 17 of 25 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 live in a clean, tidy, safe and comfortable home. Evidence: People who live at the home have a choice of two lounges, a conservatory and a dining room in which to spend their time. Communal areas are homely and comfortable were clean and tidy on the day of the visit. People can spend time as they wish in their bedrooms which again were clean and tidy, nicely decorated and the majority had been personalised by the occupant. Maintenance of the home is arranged as needed and on the day of the visit there were no obvious maintenance issues. Care Homes for Older People Page 18 of 25 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. A team of well trained staff are available to the people who live at the home whenever they need them. Evidence: People who live at the home said that staff are there when they need them and that the staff are kind. One person said they are a good lot here. Personnel files seen contained certificates to show that staff have had training in areas important to helping them to do their jobs properly and to make sure that they keep people in their care safe. In addition to this some staff have done specific training in delivering activities and in looking after people who are developing dementia. Staff files also contained documentation which showed that before new staff come to work at the home, proper checks and clearances are taken to make sure that they suitable to work with vulnerable people. When new staff start work they follow the common induction standards programme along with an induction to the home so that they have a good understanding of the Care Homes for Older People Page 19 of 25 Evidence: home and the job they are to do. Before the visit to the home the manager told us, in the self assessment quality assurance form, that staff continue to study for the National Vocational Qualification (NVQ) level two in care. Currently just under half of the staff hold this qualification but this will increase as staff continue to study for the award. Care Homes for Older People Page 20 of 25 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 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 well managed in an open manner where the interests of the people who live there are paramount. Evidence: The owner of the home is also the registered manager. She has held the position for many years and is well experienced, she has a management qualification and continues to undertake training relevant to her position. Every year staff from the home send questionnaires out to people who live at the home, staff, relatives and other people involved in the home. At the time of the inspection, surveys had been sent out but responses were yet be received. Staff also said that they have started awareness groups where twice a year people who live at the home and their relatives are invited to a meeting to discuss all aspects of the running of the home and the care provided. These meetings are also an Care Homes for Older People Page 21 of 25 Evidence: opportunity for people to meet each other and to discuss any ideas they may have to improve the service provided. In addition to this, the homes manager had completed and returned to the Commission a self assessment known as an AQAA (Annual Quality Assurance Assessment). In this the manager had told the Commission how they thought the home was performing and what improvements they hoped to make to improve the quality of lives for the people who live at the home. For people who wish, the home will keep small amounts of money on their behalf in their safe. All transactions are recorded to make sure that accounts can be audited. The home told us within the AQAA what they do to make sure that the health and safety of people living and working in the home is maintained. The AQAA said that routine maintenance of equipment in the home is up to date and that all safety checks are in place. On the day of the visit there were no obvious risks to peoples health and safety. Care Homes for Older People Page 22 of 25 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 23 of 25 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 16 Record should be made of whether or not the person who raised the complaint is satisfied with the outcome. Care Homes for Older People Page 24 of 25 Helpline: Telephone: 03000 616161 or Textphone: or 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) Commission for Social Care Inspection (CSCI). 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 CSCI copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 25 of 25 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!