Care Home: Willow Bank Care Home

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What the care home does well Some of the questionnaires we received were completed with the help of staff, people`s comments included "I am very content and happy here at present." Found it satisfactory The home does well in most things, I have no complaints staff are very caring and helpful, easy to talk to. Always clean and tidy rooms. Staff said "I feel the home works with high standards and supports staff with any training etc." "The cleaning standards seem quite good, also residents are always encouraged to sit together in the dining room rather than stay in their rooms at mealtimes and the cooks are always willing to cater for individual needs. The management listen to the staff if we have any problems and there is always someone to talk to if you need it. They also keep us uptodate with courses and all the staff are good on following up on information given. " What has improved since the last inspection? The home now has a more comprehensive preadmission assessment document that allows the home to form a fuller picture of people`s needs. We saw that care plans are being improved to cover areas including social and religious needs. Care plans are agreed with people or their relatives. What the care home could do better: Care plans should be kept uptodate with people`s changing or variable needs so that people get the care they need in a consistent way. Medication records must be kept uptodate so that the home has an accurate record of medicines given, offered or refused. The system for recording medication received should also include recording the balance of medication already in the home, this will help the home ensure they have a full record of medicines in the home. information needs to be communicated better so that the service can be sure its users know how to raise any concerns. Inspecting for better lives Key inspection report Care homes for older people Name: Address: Willow Bank Care Home Bell Dean Road Allerton Bradford West Yorkshire BD15 7DN     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Sughra Nazir     Date: 1 7 0 6 2 0 0 9 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 22 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 22 Information about the care home Name of care home: Address: Willow Bank Care Home Bell Dean Road Allerton Bradford West Yorkshire BD15 7DN 01274889275 F-P01274889275 darrenpwalkden@aol.com Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : Victorguard Care plc care home 59 Number of places (if applicable): Under 65 Over 65 59 old age, not falling within any other category Additional conditions: Date of last inspection Brief description of the care home 0 Willow Bank Care Home, which is a purpose built establishment, is situated in a rural area of Bradford within a care village setting. It provides social and personal care for 59 older people. It is approximately two miles from the City centre. There are local shops and amenities close by. There is ample parking for visitors, and the home is protected around the periphery of the building by closed circuit television. Information about the service is provided in the homes brochure given to people and their representatives. Copies of inspection reports and details of current fees can be ontained upon request from the home. Care Homes for Older People Page 4 of 22 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: We looked at information we have received about the home since the last key inspection. We asked for information to be sent to us before the inspection, this is called an annual quality assurance assessment and sent surveys to staff and people living in the home. On an unannounced visit to the home we talked to people, their relatives, staff, the deputy manager and owner. We also checked some of the records, policies and procedures the home has to keep. We concentrated on the key standards and what the outcomes are for people living in the home, as well as issues which were raised at the last inspection. Care Homes for Older People Page 5 of 22 We have reviewed our practice when making requirements, to improve national consistency. Some requirements from previous inspection reports may have been deleted or carried forward into this report as recommendations but only when it is considered that people who use services are not being put at significant risk of harm. In future, if a requirement is repeated, it is likely that enforcement action will be taken. What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 7 of 22 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 8 of 22 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. By carrying out detailed assessments of needs, the home can be sure that they are able to meet peoples needs on admission. Evidence: The home now has a more comprehensive preadmission assessment document that allows the home to form a fuller picture of peoples needs. This assessment is drawn up with people , their relatives and involved health professionals. The assessment includes initial nutritional screening. The files we looked at did not contain the new assessment documentation but staff showed us examples of completed forms. The home does not provide intermediate care. Care Homes for Older People Page 9 of 22 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. Health and personal care needs are met. Improvements in recording will help the home ensure needs are not overlooked. Evidence: We saw that care plans are being improved to cover areas including social and religious needs. This is work in progress and some files contained more details than others. The service carries our risk assessments for nutrition, moving and handling and falls. We saw that people and their relatives sign to agree care plans, adding the date to such records will assist the service in recording when such discussions take place. We saw that one person received assistance with cutting up their food but their care plan stating they should receive a soft diet. We also saw that a moving and handling assessment and care plan for one person was based on them using a walking frame when they now use their wheelchair all the time. Care plans should be kept uptodate with peoples changing or variable needs so that people get the care they need in a Care Homes for Older People Page 10 of 22 Evidence: consistent way. Staff told us that they have a good working relationship with local health professionals. People told us their healthcare needs are met and their relatives are kept informed of any changes. The home now uses a presdispensed secure cassette system for administering medication. There are secure facilities for the storage of controlled drugs and the deputy manager has put steps in place to ensure that staff always countersign the administration of controlled drugs. We saw there were some gaps in the recording of medication adminsitered. Medication records must be kept uptodate so that the home has an accurate record of medicines given, offered or refused. The system for recording medication recieved should also include recording the balance of medication already in the home, this will help the home ensure they have a full record of medicines in the home and assist with reordering. Separate medication adminstration records are kept in peoples bedrooms so that care staff can record whether creams have been applied. This is good practice. Care Homes for Older People Page 11 of 22 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 have access to social activities and nutritional meals to meet their needs. Evidence: We saw people enjoying craft activities in the activity lounge. There was also evidence of people sowing seeds for baskets, cardmaking and knitting. People we spoke to said that they would like to go out on day trips more and have more or improved in house entertainment. Two people told us there was little to do if you didnt join in with organised activities. The activities records we saw showed that there were a number of people who prefer not to engage in group activities, staff should make sure their social needs are not overlooked. Visitors we spoke to told us that they could meet their relatives in the privacy of their bedroom or in one of the lounges. They made use of the tea and coffee making facilities made available to visitors. The home has links with local schools and church organisations. We observed lunch and found that most people had the main choice for the day.People told us that alternatives were available at main meals and breakfast. One person said Care Homes for Older People Page 12 of 22 Evidence: that they liked the home making sandwiches available at lunchtime with a main meal in the evening on some days. Another said that the home could do better with meals a bit more imagination wouldnt go amiss. Staff told us that people are consulted when menus are reviewed or revised. Care Homes for Older People Page 13 of 22 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. Policies and procedures are in place however information needs to be communicated better so that the service can be sure its users know how to raise any concerns. Evidence: The complaints procedure is located on the visitors notice board and in the homes brochure. However 5 people told us they did not know how to make a formal complaint. The home has a record of any complaints received and keeps copies of responses. We discussed recording which would allow the service to identify any trends or patterns. There are adult protection procedures in place which are based on local authority guidelines. Staff told us that they would escalate any concerns through their management structure. Some training on keeping people safe from abuse is given to staff as part of their induction. The service has plans to add further training. Care Homes for Older People Page 14 of 22 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People live in a safe and clean environment. Evidence: All shared areas of the home we saw were clean and smelt fresh. There were no offensive odours. The home is purpose built and corridors and bedrooms suit the needs of people with mobility problems. There are systems in place for staff to record any minor work needed. Externally the home offers spacious and well maintained garden and seating areas. Staff are instructed on infection control as part of their induction to the home. There are policies and procedures in place to support the management and control of any infections. Care Homes for Older People Page 15 of 22 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 are cared for by staff recruited using robust recruitment practices. Evidence: We saw that staff were busy with tasks but did find time to speak to people and their visitors. The layout of the home means that staff arent always visible to people. One person said that the home could do with more staff. People told us that sometimes there was a wait but generally they got the help they needed. The home has a training matrix to make sure that mandatory training is kept uptodate. There is a strong commitment to training with a high percentage of staff having National Vocational Qualifications. Training certificates are displayed and this gives visitors reassurance about the skills of staff. Staff said I feel the home works with high standards and supports staff with any training etc. Senior carers could give a little more direction towards other members of staff especially new starters. Staff should be monitored from time to time to ensure standards of care and hygiene are kept. Staff recruitment files we looked at confirmed that the home carries out all the required checks to make sure staff are suitable to work with vulnerable people. Care Homes for Older People Page 16 of 22 Care Homes for Older People Page 17 of 22 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. Management and administration of the home is based on improving outcomes for people. Evidence: The manager for the service is currently working at another home. The deputy manager and senior carer have been covering with support from other managers in the organisation if needed. Both the deputy and senior carer have management qualifications. Staff told us that communication could be improved and that they wanted more staff meetings. We saw that there are plans in place to hold regular staff meetings for all staff. There is a quality assurance system in place which includes the service issuing questionnaires and reviewing its practices. We discussed how the results of these reviews could be shared with those providing feedback. Care Homes for Older People Page 18 of 22 Evidence: In their self assessment, the home told us that they robust systems in place for recording any financial transactions.They also stated that all required policies and procedures are in place. Care Homes for Older People Page 19 of 22 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 20 of 22 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 1 9 13 the regsitered provider must 30/09/2009 make arrangements to ensure that medication administration records are accurately maintained. So that records confirm that people have been offered or have received medication as prescribed. Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations 1 7 Care plans should be kept uptodate with peoples changing or variable needs so that people get the care they need in a consistent way. Information how to make a complaint should be made more accessible so that the service can be sure that people know how to raise any concerns. 2 16 Care Homes for Older People Page 21 of 22 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 22 of 22 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!