Care Home: Wilford House

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What the care home does well The provision of care is supported by a Care Team who have experience gained over a period of time. Wilford House has a stable staff group who display loyalty to the Home and the care to persons living in the home. The assessment and care planning is followed through and reviewed and with good relationships and support from other Health Care Agencies. High morale within the home is clearly reflected in the care being provided with many of the people having been at Wilford House for a number of years and accepted into the family of the home. What has improved since the last inspection? The greater involvement of planned activities at the home has provided a positive improvement in the homes support of the persons interests and stimulation. The environment and facilities of the home are now showing recognisable benefit from investment. Safety with rewiring of the home, warmth via the new central heating system and comfort with the provision of new furniture and carpets in main lounges. In addition this investment has also been targeted on direct needs of the people living in the home and the facilities. What the care home could do better: The home is, in some areas, looking tired and in need of redecoration. A rolling programme of repair and redecoration should be documented and signed on completion. Key inspection report Care homes for older people Name: Address: Wilford House 47 Rowley Bank Stafford Staffordshire ST17 9BA     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this full review a ‘key’ inspection. Lead inspector: Joanna Wooller     Date: 3 0 0 6 2 0 0 9 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Older People Page 2 of 25 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 25 Information about the care home Name of care home: Address: Wilford House 47 Rowley Bank Stafford Staffordshire ST17 9BA 01785258495 F/P01785258493 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Stafford Eventide Home Limited care home 31 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: The maximum number of service users who can be accommodated is: 31 The registered person may provide the following category of service only: Care Home Only (Code PC); To service users of the following gender: Either; Whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category (OP) 31 Date of last inspection Brief description of the care home Wilford house is situated on the outskirts of Stafford Town Centre. It is accessible by public transport. Wilford house offers a home to 30 people. Each person has their own bedroom and people are encouraged to bring in their personal possessions to make their rooms their own. The home is comfortable and well maintained. Bathing and toilet facilities are located throughout the home for peoples comfort. There is a paved garden at the rear of the home and car parking space at the front. The Service User Guide does not include the range of fees people are expected to pay Care Homes for Older People Page 4 of 25 Over 65 31 0 Brief description of the care home for residency. People reading this report are asked to contact the home directly for this information. The latest inspection report is displayed in the reception area for people to read. 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: The quality rating for this service is 2 star. This means that people who use this service experience good quality outcomes. We inspected the care home over one day between 08:30hrs and 15:00hrs We looked at all the information that we have received, or asked for, since the last key inspection. This included: The annual quality assurance assessment (AQAA) that was sent to us by the service. The AQAA is a self-assessment that focuses on how well outcomes are being met for people using the service. It also gave us some numerical information about the service. Information we have about how the service has managed any complaints. What the service has told us about things that have happened in the service, these are called notifications and are a legal requirement. Care Homes for Older People Page 6 of 25 The previous key inspection and the results of any other visits that we have made to the service in the last 12 months. We looked at relevant information from other organisations and We also spent time talking to the people who use the service and to the staff who support them. We looked at the care of three people who use this service in depth. This is part of our case tracking process and helps us makes judgements about the homes abilities to meet peoples needs. Care Homes for Older People Page 7 of 25 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 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. Every person admitted to the home is fully assessed prior to admission and assurances are given that their individual needs can be met. Evidence: The AQAA told us Referrals to the home are followed up by our trained staff to complete a needs assessment. The process involves a visit where appropriate by the care manager either in hospital or at the prospective clients home. We have a good liaison with social workers supporting this process. We encourage family members where practical and agreed to remain involved. The needs assessment and care plan is completed and covers a comprehensive range of the aspects of a service users well being. Opportunity is provided for prospective service users to come to the home for a day which again aids our assessment process. The prospective client may also have a meal and view the rooms available and other facilities. We saw that the home had a statement of purpose, service users guide and brochure. Care Homes for Older People Page 10 of 25 Evidence: These are given to potential new admissions so they can make an informed choice about living at the home. Persons living at the home told us they were fully aware of what the home could offer them and were told by the manager, prior to admission that there needs could be met. One health professional told us This service provides an excellent place of care for residents. They have their needs met appropriately and individually. There is respect and dignity offered at all times. The families are cared for and well informed. The staff are experienced, caring and competent. 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. Each person living in the home has their health, personal and social care needs set out in an individual care plan that evidences that their needs are being met. People are protected by the homes policies and procedures for dealing with medication. People feel that they are treated with respect and their privacy is upheld. Evidence: The AQAA told us The service user care plans details the actions which need to be taken by care staff. Comprehensive ranges of personal care needs are recorded and required support noted in the care plan. Care plans are reviewed monthly and evaluated. Daily report sheets are completed on all service users and based on monitoring clients for changes and actions outcomes reported. Basic health checks are recorded monthly. Mental Health needs are noted in care plans and behaviour triggers alerted. Social interactions are also included in the monitoring of service users well being. We saw that the care records were well completed, informative and reflected the current condition of the person living in the home. Interventions from health Care Homes for Older People Page 12 of 25 Evidence: professionals such as Distrcict Nurses was documented in the care plan as were doctor visits and hospital appointments. Much effort had been put into raising the standard of the care plans and this was evident. A new system had been introduced using dividers to keep the plan organised and accessible. Carers continue to assist where necessary with personal care needs, key workers ensured that individuals toiletries were available and they were fully aware of their responsibilities. Persons using the service told us they continued to feel that they were treated with dignity and respect. They told us the carers encourage them to be as independent as possible in a caring way. Risk assessments were in place for individuals ensuring their independence was monitored and their safety considered. Medication administration in the home followed the homes policy and procedure. Medication stock appeared satisfactory for the size of the home and the medication sheets were in good order. One relative told us There is excellent care by all staff, also excellent support for relatives. A visitor told us My friend is delighted with the attention he receives and he is very settled. A health professional told us We have a good relationship with the staff at Wilford House, the manager and her staff are excellent and give excellent care. Staff attend all the training available to them. They are committed to deliver high quality care. 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. People who use the service find that their lifestyle experiences in the home match their expectations and preferences. They maintain contact with family and friends and they are able to exercise choice and control over their lives. People who use the service receive a well-balanced wholesome diet in pleasing surroundings at times convenient to them. Evidence: The AQAA told us We collect information both during the pre-admission assessment and develop further appreciation of service users interests and activities. A planned programme is in place which involves both internal and external activities. Individual profiles of service users interests are recorded and assessed from the evaluation and involvement on current activities. Service users who are physically mobile are encouraged to freely move around the home and exercise choice in their routines of daily living. Service users are also encouraged to develop their own social grouping within the home. We saw that on admission to the home people who use the service were asked their preferences with regard to activities, their daily routine and food. There were Care Homes for Older People Page 14 of 25 Evidence: photographs and social diaries available to evidence that the people who use the service have the opportunity to lead an active social life in the home. Some people who use the service are less interested in activities than others, however the staff also take part in one-to-one activities. We saw and met with visitors in the home and we evidenced them talking to staff and being made welcome. Links with the community and family are maintained and encouraged by the staff at the home and the feedback from visitors was very positive and complimentary. A relative told us All essential qualities of food care are given. They treat residents with respect, never patronising etc. Cleanliness of residents and the care home is excellent. This is an example of how other care homes should be run. Priorities are in the correct place. The kitchen has been awarded a 4 star rating by the visiting Environmental Health Officer. Menus are varied and appealing. Choices are given for each meal and staff offer a variety of hot and cold drinks throughout the day. 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 who use the service and their relatives are confident that their complaints will be listened to, taken seriously and acted upon. People who use the service are protected from abuse. Evidence: The AQAA told us The complaints procedure is published and displayed. Members of staff are encouraged to consider complaints as an important step in improving the care. A record of complaints is kept and the follow up records competed. We ensure there is the opportunity of easy access to the management of the home that facilitate matters of concern to be raised easily by relatives directly with a responsible person. We ensure there is acceptance of and staff awareness of multi-agency guidelines in response to allegations of abuse. We had not received any complaints about the home and the manager had received no formal complaints. There had been no vulnerable adults situations or meetings. We asked people who use the service about making complaints or raising concerns in the home and they were all confident that they would be dealt with appropriately. The staff had received protection of vulnerable adults training, however a refresher was due and planned to take place later in July. The staff were confident about their ability to whistle blow and were aware of the whistle blowing policy. Care Homes for Older People Page 16 of 25 Evidence: One relative told us I have no cause for complaint respecting the care of my Mother. I could not think of anything they could improve the care my Mother is receiving. The manager, Deputy and all the carers are a credit to the service. 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 who use the service live in a safe, well-maintained environment, which is clean, pleasant and hygienic. Evidence: The AQAA told us Repairs are identified and immediate response to maintenance requirements. The home has three open areas for communal gathering. The home is accessible for disabled access. A planned programme of room refurbishment is in place. External areas are kept tidy and safe. Temperatures within home are controlled to a comfortable level. Service User rooms are being prepared in homely design and fashion. Regular and thorough cleaning practices in place. No issues had been raised with regard to infection control. We saw that the home was very clean and generally tidy, however some areas of the home are looking tired and in need of refurbishment and redecoration. People that lived in the home appreciated the homely atmosphere and surroundings. Their bedrooms were personalised and comfortable. One relative told us The home is so warm and inviting, and the staff make sure everyone is welcome. It is always spotless and smells fresh, its a credit to the staff. I am proud to say my relative lives here. 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. The people who use the service needs are met by the numbers and skill mix of staff and they are in safe hands at all times. The people who use the service are supported and protected by the homes recruitment policy and practices and staff are competent and well trained. Evidence: The AQAA told us The staffing establishment is maintained in accordance with agreed rota. The staff rota establishes a balance of staff hours worked in any one week. Dedicated domestic staffs are regular members of staff that have experience of the home and Service Users. Qualified staff promote a skill mix. Care staff has the opportunity for staff development and assessment to NVQ Level 2/3 in health and social care. All catering staff are regular and have gained experience of the home over time. Planned training is ongoing for staff. We saw that a good compliment of staff were employed in the home and the staffing levels were based on meeting the needs of the people living in the home. Staffing levels were altered as the individual needs alter. We evidenced that staff training was being evaluated with some staff requiring further training which was being carried out during July. The manager has commenced a training matrix to ensure staff training is kept up to date. Eighty percent of the staff Care Homes for Older People Page 19 of 25 Evidence: are NVQ trained and have received supervision and support from senior staff whilst completing their individual qualifications. We saw staff files that were organised and demonstrated a robust recruitment system to ensure appropriate staff are employed. The manager monitors the staff through supervision and appraisal, expecting high standards of care and respect at all times. One relative told us The home give wonderful care with dignity at all times. One member of staff told us We aim to keep a happy atmosphere and encourage independence whilst catering for the persons individual needs. A card sent to the manager stated Thank you for the great respect and dignity you have shown through your care. The home is always welcoming, our Nan was so well looked after in a lovely environment. 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. People who use the service live in a home, which is managed by a person who is fully aware of her responsibilities. The home is run in the best interest of the people who live there and their finances are safeguarded. The health, safety and welfare of the people living in the home and the staff working there is protected and promoted. Evidence: The AQAA told us The management of the home is under the responsibility of an experienced person who is in regular daily attendance at the home. The administration records have been consistently developed over an extended period of time and remain in place and cover effectively the statutory Health and Safety checks. The care manager has completed the Registered Managers (Adult) NVQ level 4 award. The deputy manager is also experienced in the home and has now completed the Health and Social Care NVQ Level 4 qualification. Care Homes for Older People Page 21 of 25 Evidence: The manager has been at the home for many years and for the latter years as the registered manager. She is professional in her manner and she leads by example. The care staff respect the manager and her style of management is effective and productive. Visitors to the home hold the manager in high esteem and she is well respected. Quality assurance is priority for the manager and she speaks to people living in the home and their families as much as possible to ensure satisfaction is gained at all times. Surveys are sent from the home to ensure standards are being maintained. We sent out Have your say surveys and all were returned. The financial procedures of the home are fully audited by the company and receipts and statements are issued to the individuals. The Health and Safety and welfare of the staff and people who use the service are paramount to the manager. Safe working practices were evidenced in the home. The staff received regular updates for manual handling training and fire safety training. Fire drills were recorded and signed by the staff. Accidents and untoward events are reported and reviewed appropriately. One person living in the home told us The home is excellent in every way. One relative told us My husband could not be in a better place. I can not speak highly enough of the manager and her staff, the service is excellent. My husband is happy here. 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 Care Homes for Older People Page 24 of 25 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. 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