Care Home: Whiteley Bank House

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What the care home does well The home provides good quality care in a homely, family type atmosphere. Staff respect peoples` dignity and privacy and treat them as individuals. This helps the residents to feel valued and cared for. One commented, "You don`t have to make sure they provide a good service, it is a good service." The manager and staff make residents feel that Whiteley Bank is their home for as long as they want it to be and ensure that the quality of care is consistently maintained, especially for those who may become frail or ill. Visitors are made to feel welcome and involved in the lives of the residents. There is a stable group of staff who are competent and caring and have a good knowledge of the residents` needs. They offer flexible care to meet those needs. The home`s assessment summarises aspects of the service, which the management consider they do well: We think we look after our residents in a way which they would choose, with dignity and privacy. They have as much freedom and choice that they can have within the bounds of a residential home. What has improved since the last inspection? The home has updated the employee manual and incorporated the new local authority Safeguarding Adults from Abuse policy. Care plans have been developed to include more comprehensive explanations of peoples` daily life. CARE HOMES FOR OLDER PEOPLE Whiteley Bank House Whiteley Bank Newchurch Isle Of Wight PO38 3AF Lead Inspector Neil Kingman Unannounced Inspection 22 May 2008 10:15 X10015.doc Version 1.40 Page 1 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 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Whiteley Bank House DS0000012556.V363765.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Whiteley Bank House DS0000012556.V363765.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Whiteley Bank House Address Whiteley Bank Newchurch Isle Of Wight PO38 3AF Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) 01983 867541 01983 863378 Mrs Daphne Zosha Hayles Mrs Daphne Zosha Hayles Care Home 12 Category(ies) of Dementia - over 65 years of age (2), Old age, registration, with number not falling within any other category (12), of places Physical disability over 65 years of age (2) Whiteley Bank House DS0000012556.V363765.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 6th June 2007 Brief Description of the Service: Whiteley Bank House is a registered care home providing care and accommodation for up to twelve older people. The home is privately owned and Mrs Daphne Hayles is the provider and manager. It is situated in the village of Whiteley Bank between Godshill and Shanklin. All amenities are available in Shanklin, approximately one mile away. The home is a two storey detached former coach house set in substantial grounds with off road parking to the front and level access into the building. There is a mix of single and double bedrooms, one with an en-suite facility, arranged over two floors. There is a passenger lift to access rooms on the first floor. The home provides 24 hours staffing. Weekly fees range between £376.67 and £420. The manager states that a copy of the home’s service user’s guide is provided to all residents or their representatives where applicable. Whiteley Bank House DS0000012556.V363765.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 2 star. This means the people who use this service experience good quality outcomes. This report details the results of an evaluation of the quality of the service provided by Whiteley Bank House and brings together accumulated evidence of activity in the home since it was last inspected on 6 June 2007. Part of the inspection process is to consult with people who use the service. To this end we sent out survey comment cards to nine people who live in the home, visiting health professionals and two social services care managers. To date we have no record of having received replies. Included in this inspection was an unannounced site visit to the home by an inspector on 8 May 2008. The registered manager/provider Daphne Hayles was available throughout the day. At the visit we had an opportunity to speak with the staff on duty and most of the residents either alone or as a group. We also toured the building and looked at a selection of records. Prior to the site visit the manager sent to the Commission a detailed selection of information about the service including an Annual Quality Assurance Assessment (referred to as ‘the assessment’ during the report), which has been used with other information to inform the various judgements made about the service. What the service does well: The home provides good quality care in a homely, family type atmosphere. Staff respect peoples’ dignity and privacy and treat them as individuals. This helps the residents to feel valued and cared for. One commented, “You don’t have to make sure they provide a good service, it is a good service.” The manager and staff make residents feel that Whiteley Bank is their home for as long as they want it to be and ensure that the quality of care is consistently maintained, especially for those who may become frail or ill. Visitors are made to feel welcome and involved in the lives of the residents. There is a stable group of staff who are competent and caring and have a good knowledge of the residents’ needs. They offer flexible care to meet those needs. The home’s assessment summarises aspects of the service, which the management consider they do well: Whiteley Bank House DS0000012556.V363765.R01.S.doc Version 5.2 Page 6 We think we look after our residents in a way which they would choose, with dignity and privacy. They have as much freedom and choice that they can have within the bounds of a residential home. What has improved since the last inspection? What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Whiteley Bank House DS0000012556.V363765.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR 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) Scoring of Outcomes Statutory Requirements Identified During the Inspection Whiteley Bank House DS0000012556.V363765.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 3 and 6 People who use the 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 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, what they hope for and want to achieve, and the support they need. The home does not provide dedicated accommodation for short-term intermediate care or specialised facilities for rehabilitation. EVIDENCE: People should know that their needs will be met when they move into a home. An important part of ensuring this happens is the pre-admission assessment process. Whiteley Bank House DS0000012556.V363765.R01.S.doc Version 5.2 Page 9 The manager described the home’s admissions process in general, and specifically in relation to the two newest people to be admitted: Typically the manager and her assistant would visit the person who may want to use the service either at their home address or other place where applicable. An assessment of care needs would take place at that point, using the home’s assessment tool. She said that more often than not people who move into the home have previously received a service from them in the community so their needs tend to be well known. The newest resident who was in receipt of respite care, was admitted from hospital less than twenty-four hours before our site visit. In discussions with the manager it was understood that she visited this person twice at the hospital but was only able, due to circumstances, to complete a partial assessment of needs. Therefore a full assessment would be undertaken during the first two days of their stay. Another new resident had been admitted just three days before our visit. The manager had carried out a pre-admission assessment a copy of which was available on this person’s file. Both the manager and the assistant manager showed a good understanding of the importance of a thorough pre-admission assessment in the process of choosing the right home. People who live at Whiteley Bank tend to be long term. The home does not provide dedicated accommodation for short-term intermediate care or specialised facilities for rehabilitation. However, respite care is provided if there is a room available. Provider’s Annual Quality Assurance Assessment The assessment identified what the service does in this area: When we have a prospective new resident they are actively encouraged to visit the home with their family or friends, we also go to visit and complete a pre assessment form and discuss the new residents requirements and expectations. Whiteley Bank House DS0000012556.V363765.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 and 10 People who use the 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 health and personal care that people receive is based on their individual needs. The principles of respect, dignity and privacy are put into practice. EVIDENCE: The home has a system of care planning with an individual personal plan for each resident. We looked at a sample of three plans. The intention was to look at the outcomes for people who use the service in general by assessing all areas of care for those sampled. The sample included a resident who had lived in the home for many years, a person who due to frailty was confined to their bed, and one of the newest admissions to the home. Whiteley Bank House DS0000012556.V363765.R01.S.doc Version 5.2 Page 11 Plans provide information about how peoples’ needs are to be met. They identify problems, set goals and outline a plan of care. It was clear from discussions that the care planning system was being developed, as one of the plans was significantly more person centred and detailed than the other two. The assistant manager explained that a lot of effort had been put in to providing comprehensive explanations of peoples’ daily lives and they were moving towards all plans being this way. We noted that a copy of the home’s service user’s guide was on the individual files, as was a range of information from other sources, e.g., social services and the hospital. Records showed that care plan reviews were being carried out monthly. There was a mixed reaction from residents when asked about their individual care plans. Responses varied from those who were confused about the existence of such a document to a minority who were well aware of their care plan. The manager confirmed, and records evidenced the regular contact with GPs, optician, dentist, chiropodist and mental health specialists for those with dementia. People spoken with said that the home always contacted a doctor if they needed one. Records showed and discussions with the manager and care staff confirmed that the risk of pressure sores was fairly high. They were very clear about what was required to ensure that pressure sores did not develop, i.e., suitable equipment, good liaison with the Community Nurse and care practices. The home has five pressure relieving mattresses and a similar number of electrically adjustable profiling beds, which help with the effective management of pressure areas. The manager said that people are able to continue with their GP and dentist of choice wherever possible. However, the majority are registered with the Shanklin Medical Centre where there are several practicing GPs. Other healthcare professionals visit the home on a regular basis and more specialist ones e.g., Community Psychiatric Nurse, Psychiatrist and Psychologist are called upon as and when required. Medication is given to people by means of a monitored dosage (blister pack) system. This hygienic method is designed to simplify the procedure for giving out medication. The manager said only staff who have completed the safe handling of medication training and are competent are permitted to give out medication. The home has a policy and system to ensure residents’ medication is stored, administered and recorded safely. Whiteley Bank House DS0000012556.V363765.R01.S.doc Version 5.2 Page 12 During the site visit we looked at the arrangements in place and noted medicines were stored under secure conditions with controlled drugs in a purpose built metal cabinet inside a locked cupboard. At the last inspection a requirement was made to ensure that the medication administration records are accurately maintained. We noted at this site visit that the requirement had been met with accurate records of receipt, administration and disposal of medicines noted. We had an opportunity to observe staff administering medicines during the day and noted standards of hygiene and recording were appropriate. The importance of treating people who use the service with dignity and respect is covered in the induction training for new staff. On the day of the site visit we toured the building and spent time with residents in private and in the communal areas. There were opportunities to observe staff at work. Staff spoke kindly to people and showed patience with those who are confused. It was particularly evident that they spent time with the newest person to be admitted to help them settle as quickly as possible. The interactions between them were warm and friendly. Those people able to give an opinion were full of praise for the staff and their approach to care and support. In discussions with visiting relatives they had no hesitation in praising the care staff and how they treat people. Staff address people by the names that they prefer and knock on doors and wait for an answer before entering rooms. All residents have locks on their room doors and while they can come and go as they please, in reality staff are attentive and provide support where needed. Residents can use the facility of the home’s portable telephone to make and receive calls, in private if they wish. In addition, there is a pay-phone in the hall and the home will arrange for private installations in bedrooms on request. Provider’s Annual Quality Assurance Assessment The assessment identified what the service does in this area: • • Our residents have the choice of their own doctor or one from the local health practice where we have a good relationship. We also work well with the district nurses and all other professionals Our care plans are evolving to ensure that we are meeting the health needs and requirements of each resident. Whiteley Bank House DS0000012556.V363765.R01.S.doc Version 5.2 Page 13 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 and 15 People who use the 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 use the service are able to make choices about their lifestyle and activities are offered to suit their individual needs and expectations. Friends and family are made to feel welcome and can visit at any time. Residents’ nutritional needs are satisfied with a varied and balanced diet of good quality food. EVIDENCE: The home’s assessment shows and the manager confirmed that residents are encouraged and supported to exercise choice and control in their lives according to their abilities. Routines for residents are kept as flexible as possible, e.g., they have choice over where and when they have their food served, what time they like to be woken and the time they like to retire, where and when they like their breakfast served etc. It was noted during our visit that several ate lunch together in the dining room and others took meals in their rooms. Whiteley Bank House DS0000012556.V363765.R01.S.doc Version 5.2 Page 14 In discussions with the assistant manager it was understood that in-house activities, such as DVDs, games, puzzles, reminiscence and trips out from the home have all been offered to the residents. However, activities had received mixed approval due to residents’ increasing frailty. Trips out from the home to the theatre and other places of interest have been tried and discontinued as none were showing any interest when they were arranged. The assistant manager and the staff said that a visiting activities organiser is reasonably popular but in the main people like to spend time either in their rooms or together in the lounge where they chat and read and watch the TV. There are no restrictions on the visiting arrangements details of which can be found in the service user’s guide. However, visitors are asked to give thought to mealtimes. People can receive visitors in their own rooms or either of the two communal areas. Those visiting on the day of our visit confirmed they were always made welcome by staff. On arrival and departure from the home visitors are expected to sign the visitors book, which provides a degree of security and keeps track of the people in the home in the event of fire, etc. The manager confirmed that all but two residents have either a family member or an appointee through the Court of Protection to support them independently of the home. Two people are represented by the local authority legal services. People are encouraged to bring with them pictures, ornaments and personal items for their room. During the tour of the building it was noted that some rooms were very well personalised, and others less so, according to peoples’ individual tastes and preferences. The management of residents’ finances is covered later in the report but in a general sense the home has no involvement as family or a representative supports them in this regard. Although the home does have a menu for residents’ meals it takes the form of a record of what people are actually served rather than a prediction of what is to come. The home has always preferred to give people exactly what they want to eat, therefore it can be seen that a variety of food is available each day. On the day of our site visit most people were eating a roast lunch. Those who were able to give a view were very complimentary. One said, “It’s lovely, you can have what you want here.” We looked at the record of food served and noted it was varied and very appealing. At the last Environmental Health inspection the kitchen the home received a maximum five star rating. Whiteley Bank House DS0000012556.V363765.R01.S.doc Version 5.2 Page 15 Provider’s Annual Quality Assurance Assessment The assessment identified what the service does in this area: • • • • • • • All our residents have a choice over their daily lives. They get up and go to bed as they wish, have a choice of meals all home cooked from fresh garden produce. They can read, watch television, listen to music or talking books and have an exercise lady every week. They can go out with family or friends, entertain family and friends in the home and generally mix with each other or staff as they wish. We have visiting clergy, chiropodist, hairdresser, and when required entertainers. During the summer the gardens are available for entertaining or meals, or just sitting. There is a plentiful supply of games, jigsaw puzzles and art materials plus numerous books etc all for the residents use. Whiteley Bank House DS0000012556.V363765.R01.S.doc Version 5.2 Page 16 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18 People who use the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. If people have concerns with their care, they or people close to them, know how to complain. Their concern is looked into and action taken to put things right. The care home safeguards people from abuse, neglect and self-harm and takes action to follow up any allegations. EVIDENCE: The home has a complaints policy and procedure, summarised in the service user’s guide, which is given to all residents or their representatives. Contact details for the Commission for Social Care inspection have been updated following advice given at the last inspection. People spoken with on the day of the site visit were not familiar with the detail of the complaints procedure, but were very confident about raising any concerns either with the manager or the assistant manager. Information supplied to the Commission prior to the site visit showed that since the last inspection seven complaints had been investigated. All were, recorded in the home’s complaints register and resolved within appropriate timescales. In discussions with the assistant manager it was clear that they take all complaints seriously including minor ones. Whiteley Bank House DS0000012556.V363765.R01.S.doc Version 5.2 Page 17 The home has in place the most up to date edition of the local authority Safeguarding Adults from Abuse Policy and Procedure. In addition, staff are given training in safeguarding adults from abuse. A staff handbook is provided to all new staff and includes details of safeguarding of vulnerable adults procedures and whistle blowing, under the ‘Public Disclosure Act’. In discussions with staff they confirmed the training in place and also confirmed that the subject is covered in the training for the National Vocational Qualification (NVQ). They showed an understanding of how to recognise abuse and were very clear about the importance of reporting issues of concern without delay. Since the last inspection there have been two safeguarding of adults referrals to Social Services, which have been investigated. The results showed that the issues were dealt with most appropriately by the home and were a demonstration of the effectiveness of the procedures in place. Provider’s Annual Quality Assurance Assessment The assessment identified what the service does in this area: • All complaints however trivial are taken seriously and are recorded and acted upon. Mrs. Hayles (owner) takes a personal view of all complaints and ensures that any complaints are settled amicably. Whiteley Bank House DS0000012556.V363765.R01.S.doc Version 5.2 Page 18 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19 and 26 People who use the 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 physical design and layout of the home enables residents to live in a safe, well-maintained and comfortable environment, which encourages independence. All areas of the home are kept clean, hygienic and free from unpleasant odours. EVIDENCE: During the site visit we had an opportunity to tour the building with the assistant manager. Whiteley Bank House has provided a service for older people for many years and while not purpose built has been developed and adapted over the years to be suitable for its stated purpose of providing a safe, manageable and comfortable environment for the people who live there. It is an older country property with character, and residents’ rooms reflect this. We found the home to be generally well maintained and decorated. All of the bedrooms have been redecorated and the home looks comfortable and homely. Whiteley Bank House DS0000012556.V363765.R01.S.doc Version 5.2 Page 19 There are well maintained gardens that adjoin open fields. A paved area provides an attractive place for residents to sit and take advantage of a rural view with wildlife and birds for them to enjoy. The flower borders have been raised to enable easy access to them – they can now be easily seen from inside the house. There is a mix of single and shared rooms. We spoke with two people who shared and both seemed very happy with the situation, confirming that they kept each other company. However, in another shared room one of the residents was not so enthusiastic. We discussed this with the manager and were satisfied that alternative arrangements had been offered to this individual in the past. Only one of the rooms is en-suite, the others have commodes provided. Most rooms are personalised to reflect peoples’ individual tastes and preferences. People who live in the home have rooms on the ground and first floors. There is a passenger lift, which affords access to all rooms on the first floor. There are bathing and toilet facilities on both levels, which are adequate for the needs of the residents. Communal areas comprise a lounge, which has a comfortable homely feel and a dining room. On the day of our visit the home was clean and free from unpleasant odours. There is a sluice area on the ground floor and a laundry, sited at the rear of the manager’s accommodation and separate to the main building. Machines are capable of washing articles at appropriate temperatures. The home’s assessment confirms it has policies and procedures for preventing infection, managing infection control and soiled waste disposal. During the tour of the building it was noted that all bathrooms and WCs were equipped with liquid soap and disposable towels to minimise the risk of cross infection. Provider’s Annual Quality Assurance Assessment The assessment identified what the service does in this area: • • • • We keep the home clean and tidy, well maintained and free from unpleasant odours. We decorate on a rolling basis and replace carpets and soft furnishings as often as colour schemes change or residents move rooms. All equipment is maintained to manufacturers standards, and new profiling beds are being installed as needed. A homely clean fresh smelling well maintained home that families and friends of the residents are happy to visit and revisit. Whiteley Bank House DS0000012556.V363765.R01.S.doc Version 5.2 Page 20 Whiteley Bank House DS0000012556.V363765.R01.S.doc Version 5.2 Page 21 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 and 30 People who use the 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 in the home are deployed in sufficient numbers, are trained and given the necessary skills and experience to meet the needs of the people who live there and support the smooth running of the service. EVIDENCE: The home employs twelve care staff. There are two main shifts throughout the day when a minimum of two care staff are on duty at all times. An extra care assistant is deployed in the morning between 08:00 and 10:30 to meet residents’ needs at this time. Overnight there is one waking care assistant and one asleep in the home on call. The home also employs catering and domestic staff. The manager and assistant manager work in the home each weekday and are additional to the care team. In discussions on the day of the site visit there were no concerns raised about staffing levels. While staff appeared busy at times we noted they had opportunities to spend time individually with residents during the afternoon. Whiteley Bank House DS0000012556.V363765.R01.S.doc Version 5.2 Page 22 Records showed and the manager confirmed that currently six of the twelve care staff have achieved the National Vocational Qualification (NVQ) at level 2 with one staff member almost completed the training and another just starting. Individual staff recruitment files were available for inspection. The home has a fairly stable staff group and only two new staff had been recruited since the last inspection. An audit was carried out of their recruitment files, which were found to be in order. Two written references and Criminal Record and Protection of Vulnerable Adults (POVA) checks are carried out on all staff before they commence working in the home. The home continues to move forward with training opportunities for staff. Records show that that the training for mandatory subjects has been scheduled throughout the year. Staff training records were available to evidence training achievements. Staff training includes: Manual handling Food hygiene First aid Health and safety Dementia awareness Diabetes Medication Safeguarding vulnerable adults Fire training Infection control Pressure ulcer prevention The home provides an induction training programme for new staff, which follows the Common Induction Standards (CIS) required by Skills for Care. Induction workbooks for the new staff were available for inspection. All staff are provided with a handbook, which gives details of the homes key policies and procedures. Provider’s Annual Quality Assurance Assessment The assessment identified what the service does in this area: • • Our staff work well as a team and enjoy working together and supporting the residents through their daily lives. We actively encourage all staff to advance their skills and we run informal in house training, and allow time to enable them to take their NVQ. Whiteley Bank House DS0000012556.V363765.R01.S.doc Version 5.2 Page 23 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35 and 38 People who use the 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 management and administration of the home is based on openness and respect, has effective quality assurance systems developed by competent management. EVIDENCE: The manager Mrs Hayles is also the provider and has run the home, providing care for older people since 1984. She does not have the NVQ 4 in care or the Registered Manager’s Award (RMA) and does not intend to do so. However, she will be handing over the day-to-day management of the home to the present assistant manager, who has achieved the NVQ at level 4 in care and is currently undertaking the RMA. The assistant manager has already commenced the process for registration with the Commission. Whiteley Bank House DS0000012556.V363765.R01.S.doc Version 5.2 Page 24 In discussions with staff it was clear that they have confidence in, and respect for both the manager and her assistant. They regarded the home as being well run, with regular staff meetings, appraisals and formal supervision. They confirmed that the morale of staff was good and the management was very approachable and supportive. Residents spoken with were full of praise for the assistant manager who has been well received as the one in charge. The home has developed a quality assurance system that provides annual questionnaires to the residents, visiting relatives, GPs and Community Nurses asking for views on the service provided. These are used to make any necessary changes and to ensure the residents’ experiences are consistent with the aims of the home. In addition, because it is a relatively small resident group communication with the residents and relatives is extremely good and views are shared on a daily basis. Care reviews are also undertaken monthly by the home and yearly by social services if the residents have a part funded placement. The reviews look at how the home is meeting the residents’ needs. Records show that the care plans are changed as a result of any feedback received through these processes. The home has no involvement with residents’ finances. However, there is a facility for safeguarding monies and valuables on request. The home’s pre-inspection information sent to the Commission by the manager confirmed that policies and procedures are in place to ensure safe working practices in the home. A sample of records was viewed during the site visit including accident records, fire alarm tests and risk assessments, public liability insurance, and gas and electrical tests, all of which were in good order. Staff training records showed, and staff confirmed that statutory training is scheduled and updated in manual handling, first aid, fire training, infection control and food hygiene. Provider’s Annual Quality Assurance Assessment The assessment identified what the service does in this area: • We have had the same management structure for many years giving continuity. Whiteley Bank House DS0000012556.V363765.R01.S.doc Version 5.2 Page 25 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 x x 3 x x N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 x 18 3 3 x x x x x x 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 2 x 3 x 3 x x 3 Whiteley Bank House DS0000012556.V363765.R01.S.doc Version 5.2 Page 26 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations Whiteley Bank House DS0000012556.V363765.R01.S.doc Version 5.2 Page 27 Commission for Social Care Inspection Maidstone Office The Oast Hermitage Court Hermitage Lane Maidstone ME16 9NT National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Whiteley Bank House DS0000012556.V363765.R01.S.doc Version 5.2 Page 28 - 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. 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