Care Home: Whitefarm Lodge

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What the care home does well People are happy at the home. They feel well cared for and feel that staff are kind and attentive. People feel able to remain independent where they want to. People like the food and organised activities and they feel that there is plenty for them to do. The staff are happy working at the home. They feel well supported and have a good range of training and information to help them do their jobs. The home is well managed. The manager has an excellent knowledge of the individual people living at the home and is committed to meeting their needs. He has consistently demonstrated a commitment to monitoring the quality of care and improving the service. He listens to other people and works well with other professionals to make sure the people who live at the home experience a good service. What has improved since the last inspection? There have been improvements to staff training and knowledge to make sure they have the skills to do their jobs. There have been improvements to the activities and the things that people do, these include social activities that the people who live at the home have requested. There have been improvements to the environment, in particular the garden. The manager has worked closely with other agencies, people who live at the home and staff to ask them what they feel needs to change at the home. He has made improvements that reflect their wishes. In particular, a new support group for relatives of people who have dementia has been created. This has helped keep people informed and give them information, support and reassurance. What the care home could do better: The manager is committed to continuous improvements at the home. There is open discussion with all stakeholders to make sure everyone has a say about what they would like to see change at Whitefarm Lodge. We found that people there experienced good and excellent outcomes. We feel that the manager will encourage staff to question their own practice and continue to make sure people remain happy and well cared for. Inspecting for better lives Key inspection report Care homes for older people Name: Address: Whitefarm Lodge Vicarage Road Whitton Twickenham Middlesex TW2 7BY     The quality rating for this care home is:   three star excellent 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: Sandy Patrick     Date: 0 7 0 7 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 30 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 30 Information about the care home Name of care home: Address: Whitefarm Lodge Vicarage Road Whitton Twickenham Middlesex TW2 7BY 02087555740 02087448410 manager.whitefarmlodge@careuk.com manager.burroughs@careuk.com Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Care UK Community Partnerships Ltd care home 60 Type of registration: Number of places registered: Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category Additional conditions: The maximum number of service users who can be accommodated: 60 The registered person may provide the following category of service only: Care home with nursing - Code N to service users of the following gender: Either whose primary care needs on admission to the home are within the following categories: Dementia, over 65 years of aage - Code DE(E) (maximum number of places:23) Old age not falling within any other category - Code OP (maximum number of places:37) Date of last inspection Brief description of the care home White Farm Lodge is a care home with nursing for up to sixty people. The home provides nursing care for up to twenty-three people who have dementia. Care Homes for Older People Page 4 of 30 Over 65 23 37 0 0 Brief description of the care home The building is owned by the London Borough of Richmond and is leased to Care UK Partnership who manages and run the home. The home is in Whitton, close to the high street, local shops, churches, pubs and other amenities. The home was newly built and registered in August 2004. All bedrooms are for single occupancy and have en suite facilities. There is a passenger lift between floors. There are attractive, well-kept grounds. The Registered Persons have produced a Service User Guide, which includes information on the aims and objectives of the service. Care Homes for Older People Page 5 of 30 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 quality rating for this service is 3 stars. This means the people who use this service experience excellent quality outcomes. The inspection included an unannounced visit to the home on 7th July 2009. We met people who live there, visitors, staff on duty and the manager. We looked at records, the environment and how people are cared for and supported. We asked the manager to complete a quality self assessment. We wrote to people who live at the home, their representatives and staff and asked them to complete surveys about their experiences. We looked at all the information we have received since the last inspection. This Care Homes for Older People Page 6 of 30 included an Annual Service Review which we conducted last year and information from the home about their own quality monitoring. Some of the things people said about Whitefarm Lodge were: Everyone is very helpful, the home is very clean and the staff are very attentive. The home runs on well oiled wheels. I am very happy that mum is at Whitefarm Lodge. It gives me and my family peace of mind knowing our relative is happy and in a friendly environment. I am impressed with the professionalism, care and accommodation. I couldnt be in a better place. 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 30 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 30 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 enough information to help them decide whether they want to move to the home. Their needs are assessed to make sure the home is the right place for them. Evidence: The organisation has produced a welcome pack for people who are interested in moving to the home. This includes information on the facilities and services and aims and objectives of the home. There is also a guide to the support and approach used by staff, sample menus, information about dementia care and a guide to choosing the right care home. There is a guide which people are given when they move to the home. This gives detailed information on things people need to know about their everyday lives and how they will be supported. Everyone has a key member of staff who is assigned to make sure they have the things they need. People told us that they had enough information to help them make a decision about moving there. One person said, I visited the home and was impressed with the friendliness of staff as Care Homes for Older People Page 10 of 30 Evidence: well as the superb facilities. People are invited to visit the home and to spend time there if they are interested in moving to Whitefarm Lodge. The manager or senior staff carry out an assessment of their needs and often visit them in their own home or hospital. We saw a sample of assessments. These recorded individual needs. Everyone has their needs reviewed after a short stay at the home to make sure they are getting the support they require. The majority of places at the home are contracted to the London Borough of Richmond, although some people fund their places privately. Professionals who contacted us said that the staff gave good support to people when they moved to the home and during their transition. Some of the things they said were, the home is good at accommodating emergency respites, they are willing to take on service users who may challenge resources and they are happy to help in an emergency. the home give plenty of time to make special arrangements for service users needs Over the past year contracts and the complaints procedure have been developed in large print format for people who require this. Care Homes for Older People Page 11 of 30 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. People have the support they need to stay healthy and well cared for. People are able to make choices about the care they receive and have infromation about the support that the staff will give them. Evidence: People told us that they were well cared for and had support to stay healthy and clean. Some of the things people told us were,I enjoy my baths, the staff provide to the needs of the residents and support them to make their own choices, they support me to be indpendent and since I moved here my health has improved. Everyone has their needs recorded in a care plan. The person and next of kin are involved in planning their care. Copies of care plans are given to everyone to keep in their rooms. Care plans are detailed and emphasis the need for stfaf to respect peoples choices, dignity and privacy. Care plans are regularly reviewed. People are suported to take risks and these are appropriately assessed. Records are clear and up to date. Care Homes for Older People Page 12 of 30 Evidence: Everyone is supported to have baths and personal care as they wish. We saw that support was monitored and recorded. People told us that they had the support they needed. Since the last inspection the home has employed special sevrices to give people support around sexulaity issues if they need this. The staff have had extensive training and infromation on working with people who have dementia. This has given them a good understanding and skills to communicate with and support people and their families. The staff are all trained in manual handling techniques and equipment is regualrly chceked to make sure people are safe. We saw the staff helping poeple to move around the home in a dignified and safe way. Everyone is registered with local GPs and other health care professionals as needed. Opticians, dentists and GPs visit the home regularly. We saw records of health consulattions and saw that infromation from health professionals was recorded in peoples plan of care. Poeple told us that they had the medical suport they needed. Helath professioanls told us that the staff worked well with tehm and listened to what they advised. They also said that the staff and manager were good advocates on behalf of people who live at the home. Staff are kept updated with information on health care conditions and safe management of medication. Monthly staff newsletters include medical alerts and guidance on good practice for managing specific health care conditions. There is an appropriate medication procedure and this is regularly reviewed and updated. The staff who administer medication have been trained and assessed. The primary care trust carried out a recent medication audit and were happy with the way that medication is managed at the home. We saw that the manager makes regualr audits and checks. All mediaction is stored securely and appropriately. Records of medication were accurate, clear and up to date. There are risk assessments for people who wish to manage their own mediaction and appropriate facilities for them to store this. The manager has written to all relatives and next of kin and asked them to give infromation about how they would like their loved ones to be cared for at the end of their lives and what their specific funeral arrangements are. This information has been used to create care plans which staff will follow if and when they need to. This has Care Homes for Older People Page 13 of 30 Evidence: been a useful piece of work as it has enabled the people who live at the home and their relatives to say what they want. The staff follow these care plans to make sure people get the support they have chosen. The staff work closely with the palliative care team and where possible, and if the choice of the person, people are suported to remain at the home. A specialist trainer has worked with staff to give them the skills and understanding to be able to support people and their families at the end of their lives. This training included information on specific cultural and religious beliefs. Care Homes for Older People Page 14 of 30 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 are able to pursue activities of their choice and participate in a range of events at the home. They are supported to stay independent if they wish and learn new skills. There is a friendly and helpful atmosphere at the home and visitors and people who live there feel welcome and comfortable. Evidence: Most people told us that they liked the organised activities at the home and that they were given support to pursue individual interests. Some of the things they said were, happy integrated home, very caring and help each other and entertainment is excellent. Some people made comments about changes they would like to see, these included, I would like more outings and I would like something a bit more intellectual. One member of staff told us, sometimes we do not get to spend enough time with residents building relationships. The organisation is committed to supporting people to remain active and independent if they wish. They have trained staff and given them and people who live at the home information about their approach to care. The staff at Whitefarm Lodge encourage people to continue with hobbies they have and to try new things. Some people have been involved in gardening and one person has their own garden area which they Care Homes for Older People Page 15 of 30 Evidence: keep. People are able to make themselves hot drinks if they wish. Individual social needs and hobbies are recorded in care plans. Some people have records of their lives and things they did before they moved to Whitefarm Lodge. The activities coordinators told us that they were working with families to create more detailed records for everyone. Two activities coordinators are employed. They have a planned programme of activities which people can choose to participate in. Regular activities include arts and crafts, exercises, gardening, nature watch, bingo, choir and games. The activities coordinators also spend time with individuals and small groups offering them the support they want and need. The activities coordinators told us that they had recently introduced a new activity which used rhythms and music from around the world. They said that this activity had been a real success. We saw examples of people who have high needs being supported to enjoy and participate in activities by others who live at the home. The activities coordinators told us that this was often the case and there was a real atmosphere of support and friendship amongst the group. Special events to celebrate specific holidays and national events are organised. There are also visits from entertainers and musicians. A popular regular activity is visits from a local petting farm, where people can meet, hold and touch different farm animals. One person told us that everyones birthday is celebrated with a cake. Throughout the home there are boxes with craft equipment, games, jigsaws and magazines for people to help themselves and for staff to use spontaneously. We saw that there were books and magazines throughout communal rooms. People are able to have a paper delivered if they wish and a library visits the home regularly. We saw people relaxing in different communal areas and bedrooms. Music was playing in different areas and their was a relaxed atmosphere. Some people who live at the home have had personal successes and achievements since the last inspection. For example one person has published a book, another has been given an award and recognition for their work in the army. These personal achievements are celebrated at the home and shared with everyone through notice boards, newsletters and discussion. People told us that they were proud of their achievements and the successes of others who live at the home. Some of the people who live at the home visited a local military school for a concert shortly before the inspection. They told us that they had enjoyed this experience. Two of the people have written short articles about the trip so that they can share their experiences with others. Care Homes for Older People Page 16 of 30 Evidence: Church services are held at the home. People are supported to follow their faith and there is a multicultural room which people can use for prayer or quiet reflection. The staff told us that they had had specialist training on different religions and cultural needs so that they could support people. We saw that the staff had worked with families to help create communication aids for people who do not speak much English. Care plans reflect peoples cultural needs and give staff information on how to support people and communicate with them. The chef told us that they catered for specialist diets and had information on this. Visitors are welcome at any time and are able to continue to care for their relatives if they wish and be involved in activities and trips out. There are regular relative meetings for them to contribute their ideas and to get information. There is a range of leaflets and information on display in the foyer for people who live at the home and their visitors. This includes photographs and information on past and up coming events, information on health conditions, advocacy, support groups and other things that people may be interested in. Visitors told us that this notice board was really useful. There are other notice boards around the home and these give everyone information about activities, meeting minutes, the complaints procedure and important changes. Some of the things visitors told us were, the staff are always very welcoming and friendly to me, when I visit I can talk to the staff if I have any concerns and the staff always keep in touch and inform us of any issues. Since the last inspection a specialist support group for relatives of people who have dementia has started. This has been a real success and has provided support and information. People are able to ask questions and have their concerns answered. There has also been themed discussions about relevant topics. The manager told us that he was hoping to open the group up to relatives of people who live in the community, as they are often caring for someone with dementia without the support and information they need. He told us that sometimes peoples first experience of care homes was when the situation at home became too hard for them, and therefore it would be good to offer people the opportunity to visit and get support from a home before this so that any transition to a care home in the future may be easier for them. This is a really important step to supporting people with what can be a difficult and confusing time. We saw that the staff showed kindness and respect throughout the day. They asked people their opinions and kept them well informed when they were supporting them. Care Homes for Older People Page 17 of 30 Evidence: People who live at the home told us that they were always treated with respect and listened to. The manager keeps a record of cards and letters from relatives of people who have passed away. We saw that a lot of people wanted to thank the staff and praise them for their support. Some of the things people said were, the staff showed kindness, care and dedication, they encouraged us to visit day and night, there are spare rooms to stay if we needed, they gave dignified care, first class home, caring and knowledgable staff and they made my relatives final few years as comfortable and happy as they could be. The home employs a team of catering staff. They meet with people who live at the home and discuss the quality and choice of food. All food is freshly prepared. People are able to chose from a varied menu. Some of the things people told us about food were, the food is good, good food, the cooking is excellent and if there is anything on the menu you dont like you can have something else, no bother at all and i have what i want to eat. Care Homes for Older People Page 18 of 30 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 are able to make a complaint if they wish and feel confident that this will be investigated. There are procedures designed to keep people safe and people feel safe at the home. Evidence: People told us that they knew what to do if they were unhappy about anything. Copies of the complaints procedure are given to everyone, displayed in bedrooms and in communal areas. The manager has an open door policy and both people who live at the home and stay told us that they could approach him with informal concerns and complaints. Local independent groups offer an advocacy service to people who want this. Information about this is on display and people can request further information about how to access this service from the manager. The organisation has procedures on abuse and whistle blowing. A copy of these was recently distributed to staff in a newsletter. The home also works to the local authority safeguarding adults procedure. The staff have all had training in this. The manager works closely with other agencies to keep people safe. He is well informed and keeps up to date with changes in legislation and shares this knowledge with staff. People told us that they felt safe at the home. The staff demonstrated a good knowledge of what to do if they suspected abuse. One professional told us, I worked with the manager Care Homes for Older People Page 19 of 30 Evidence: following a safeguarding alert earlier in the year, I was very pleased with his involvement and the action he took - I found the home very proactive. Care Homes for Older People Page 20 of 30 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People live in an attractive, clean and well maintained environment. Evidence: The building was purpose built in 2004. All bedrooms have en suite facilities. There are a number of communal rooms with different functions, some as lounges and dining areas, a sensory room, garden room, multi faith and art and craft room. The building is pleasantly decorated throughout. People who live there have added personal touches. The garden has been attractively landscaped and is accessible with level paths and seating. Raised flower beds have been created so that everyone who wishes can be involved in gardening. There is a gazebo, summer house and other features to make the garden a pleasant area to spend time. People told us that during the warm weather they ate some meals outside. There are lots of bird tables and features to attract wildlife and a weekly nature watch session is popular with many people. The activities officers keep people updated with the news of the different animals and birds that visit the garden. The home is light and airy. There are appropriate systems for call bells, fire safety and equipment. We found that the home was fresh and clean throughout on the day of our visit. People told us that it was always fresh and clean. Some of the things they said Care Homes for Older People Page 21 of 30 Evidence: were, the home is kept very clean at all times, my room is kept very clean and the home is always clean. Care Homes for Older People Page 22 of 30 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 who live at the home are cared for by well trained, supported and appropriately recruited staff. Evidence: People told us that they liked the staff and felt well supported by them. Some of the things people told us were, the staff are always caring and friendly, I visit weekly and I can see how caring the staff and management are, the manager and staff are welcoming, friendly, professional and attentive, they go the extra mile, the staff are very helpful and always there when I need someone to talk to, staff are very nice and wonderful staff. The staff told us that they had good support and training and the information they needed to do their jobs. Some of the things they said were, we have enough training and information to enable us to do our job and we have good training. There is good information for staff on their roles and responsibilities. Staff use good communication methods and have regular meetings as a team and as individuals with their line manager. There is a handover of information between each shift to make sure all the staff know about peoples changing needs. The organisation issues staff with a newsletter giving them updates on changes in Care Homes for Older People Page 23 of 30 Evidence: policy and procedure, good care practice and safe management of medication. The organisation provides a range of training which the staff access. We saw that the staff had regular training and updates in manual handling techniques, infection control, health and safety, fire safety and first aid. The manager has also organised for the staff to have training in dementia care, end of life care and enhancing wellbeing. We saw information given to staff from these training sessions. The information is comprehensive, clear and gives staff insight into their role and the difference they can make to peoples lives. There are records of all staff training. The staff are supported to undertake NVQs. New staff have a comprehensive induction and their work is appraised. The organisation has appropriate procedures for recruiting new staff and the people at the home are involved with this. We saw that staff recruitment records evidenced thorough checks, including criminal record checks. Care Homes for Older People Page 24 of 30 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. People live in a well managed service. They are able to contribute their ideas and feel valued and listened to. The management is continually monitoring safety and quality of care to make sure people are getting the support they need. They are plans for improvements based on the wishes and needs of people who live at the home. Evidence: The manager is appropriately experienced and qualified. He has worked at the home since it opened. He has an excellent knowledge of every one who lives at the home and the support they need. He is committed to monitoring the quality of the service and improving this where needed. He works with other agencies and managers from other services to make sure people are getting the best support. People who live and work at the home like the manager and told us that he is kind and thoughtful. They said that he always has time for them. Some of the things people said about the manager were, he is very professional but always has time for a joke and a smile, he is the best manager I have ever worked with, excellent manager, great manager very flexible and inclusive working, the manager is very good at communicating and Care Homes for Older People Page 25 of 30 Evidence: advocating for the residents, very helpful and responsive management always has time for me. One professional told us, in my view the home is well organised and everything works well. Twice a year people who live at the home are asked to contribute to a service user involvement report. They are asked to comment on the service they receive and specific areas such as care, activities, food and staffing. Questions include asking people about their involvement in the home and whether they are supported to do the things for themselves that they want to. A report of peoples comments and views is created and this is used to introduce changes that people want and need. The report includes information from the dementia support group, CQC and copies of meeting minutes. Everyone is offered a copy of the report and these are displayed in communal areas. The organisation conducts monthly quality checks on the service. The local authority also visit the home quarterly to check compliance with their contract. The local authority have organised liaison for people who live at the home, staff and relatives to work together with those from other homes to discuss things that are important to them and what they would like to see change. The manager shares information from external sources with people who live at the home. He holds regular meetings for them and their relatives and invites them to speak directly to him if they have a specific issue they wish to discuss. There is a quarterly news letter for everyone, which keeps people well informed about changes, planned activities and things that are important to them. Records at the home are well organised, clear and up to date. Information is accessible and shared with all stakeholders where appropriate. The organisation regularly reviews and updates their policies and procedures. People make their own arrangements for the management of their finances. They are able to leave small amounts of cash to be looked after by the management of the home. This cash is used for small purchases such as newspapers and hairdressing. We saw that this money and records relating to it were held securely. Records are accurate and there is a clear audit trail for all expenditure, including receipts for purchases. People who live at the home and their relatives can check these records whenever they wish. Care Homes for Older People Page 26 of 30 Evidence: There are regular recorded checks on all aspects of health and safety. These include fire safety, water temperatures and electrical appliances. We saw that thorough checks are recorded and action take to remedy any concerns. The environmental health officer visited the home and awarded them 5 stars (excellent) for hygiene in the kitchen. Recent fire training for staff included training with new equipment and a new procedure for evacuation to make sure every individual is given the support that is right for them. Care Homes for Older People Page 27 of 30 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 28 of 30 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 29 of 30 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 30 of 30 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. 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