Care Home: Woodlands HFE

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What the care home does well People that were spoken to during the visit said they liked living at the home and felt well cared for. One person said, "The girls are lovely here and they look after you really well". The relative of one person commented, "We`re confident that mum is being looked after properly, and they always listen to our wishes". Relatives and friends were able to visit when they wanted, there were quiet areas where people could sit with visitors and refreshments were offered. We found evidence that there were planned activities. There was a large central lounge where people could watch DVD`s and play board games. Activities, such as craft work, skittles, discussion groups and art sessions took place in this area. There were plenty of books around that were regularly replaced. People spoken to said that they enjoyed the quality and variety of food being provided. Catering arrangements were good and there were plenty of positive comments about the food that was served. The manager told us that there were regular deliveries of fresh produce. There was evidence in the care plans that special diets were being catered for. There were enough care staff on duty to meet the assessed needs of the people who used this service. The residents and their families told us that there were usually plenty of care staff around to help them sand to meet their social and health care needs. The staff were observed throughout the visit being polite and respectful. They had enough time to care for people properly without being hurried. Peoples` needs were properly planned and regularly reviewed to help ensure that care remained consistent and thorough. Staff were recruited properly and the people who used the service were safer because of this. Care staff received regular training and instruction to help ensure that they cared for people properly and professionally. The service was managed well and the management team were qualified and well trained. The manager was enthusiastic and thorough in her work. What has improved since the last inspection? The handling of medication has improved, in particular the administration of `controlled` medication. This is medication that is closely monitored because of its strength or content. People are safer because the staff work within good practice guidelines. The care planning system has evolved and improved and the care staff are more used to working with this. Good information was readily available and people`s care was planned and delivered properly. There had been a number of important training events since our last visit. This meant that the care staff were better prepared to deliver good quality care. The care staff were being individually supported on a regular basis to assess their work performance and skills. The manager should ensure that this remains a regular event for the care staff and that time is set aside for this. What the care home could do better: Although the building had, over recent time, been refurbished, there were areas of the home that needed to be redecorated again due to natural `wear and tear`. This would help ensure that the home remains a nice place for people to live. We saw that there were arranged activities for people to be involved in. The manager needs to ensure that there are enough appropriate activities for those residents who have dementia and there is adequate stimulation for people with this condition. Key inspection report Care homes for older people Name: Address: Woodlands HFE Warwick Avenue Clayton le Moors Accrington Lancashire BB5 5RW     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: Christopher Bond     Date: 0 8 0 2 2 0 1 0 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 29 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) © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 29 Information about the care home Name of care home: Address: Woodlands HFE Warwick Avenue Clayton le Moors Accrington Lancashire BB5 5RW 01254394732 01254396400 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Lancashire County Care Services care home 44 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category Additional conditions: 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 - Code OP (maximum number of places - 31) Dementia - Code DE (maximum number of places - 13 The maximum number of service users who can be accommodated is: 44 Date of last inspection Brief description of the care home Woodlands HFE is registered with the Commission for Social Care Inspection to provide personal care and accommodation for up to 44 older people. Within the overall total there are 31 service users aged 65 years or over and 13 service users aged 65 years or over with dementia. All require personal care. The building is single storey in its own grounds and is located just off the main Care Homes for Older People Page 4 of 29 Over 65 0 31 13 0 2 4 0 2 2 0 0 9 Brief description of the care home Whalley Road of Clayton-Le-Moors in Accrington. Whalley Road is situated on a main bus route that offers transport to towns in the Hyndburn area. There is also a wellattended day service sited in the building. A refurbishment programme has taken place over recent years. A number of bedrooms are en suite. There are also a number of assisted bathrooms, shower rooms and toilets for the service users throughout the home. There is a large car park for this service. Information about the service is available in the form of a Service User Guide. This is available in a number of different languages from the service directly. Fees for the service are from GBP 366.00 to GBP 433.00 with extra charges for hairdressing and chiropody. Care Homes for Older People Page 5 of 29 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: As part of the inspection process an unannounced visit took place over a total of 6 hours on the 8th February 2010. The Inspector was accompanied by an Expert by Experience who is a person, who because of their shared experience of using services, visits a service with an Inspector to help them get a picture of what it is like to live in or use the service. The Expert by Experience observed routines within the home and spoke to a number of people who live there, relatives and staff members. The views of the Expert by Experience and comments received during the visit have been included in the report. The manager of the service showed us round the home, which included bedrooms, lounge, dining areas, and bathrooms. The residents personal files and care plans were examined. Care staff records and recruitment records were also looked at. Safety certificates and medication records for the home were also examined. Care Homes for Older People Page 6 of 29 The manager, residents and care staff were spoken to during the inspection to find out their views of the service. The Care Quality Commission sent out questionnaires, as part of a survey, to residents, their relatives, and care staff. This was to find out their views of the service; the results of which have been included in this report. We have also included the results of a survey we sent out to social and health care professionals. Every year the Commission for Social Care Inspection sends out an Annual Quality Assurance Assessment for the owner or manager of the home to complete. This tells us about important aspects of the home and how it runs. From this we can also find out the things that have been happening within the service and what plans there may be for the future. The contents of this assessment have been used in the finalisation of this report. Care Homes for Older People Page 7 of 29 What the care home does well: What has improved since the last inspection? The handling of medication has improved, in particular the administration of controlled medication. This is medication that is closely monitored because of its strength or content. People are safer because the staff work within good practice guidelines. The care planning system has evolved and improved and the care staff are more used to working with this. Good information was readily available and peoples care was planned and delivered properly. There had been a number of important training events since our last visit. This meant that the care staff were better prepared to deliver good quality care. The care staff were being individually supported on a regular basis to assess their work performance and skills. The manager should ensure that this remains a regular event for the care staff and that time is set aside for this. Care Homes for Older People Page 8 of 29 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 9 of 29 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 10 of 29 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. Good information is available for prospective residents and their family to read before they make a decision as to whether the home is right for them. Peoples needs are assessed properly to help ensure that the home can meet their health and social requirements. Evidence: The home had a guide for prospective and current residents that told people about what services they provided. The manager showed us the Service User Guide for the home and this document explained the services that were available and what people could expect if they chose to use this service. Prospective, and current residents received a copy of this information which was clear and easily understood. We also looked at the Statement of Purpose for this service and found that there was some good information presented to tell people about the services that were offered. We saw that information was available within peoples rooms to remind them of what services the home. Care Homes for Older People Page 11 of 29 Evidence: The manager also explained the process of admittance and how she visited people to assess their needs before the decision was made that the home was right for them. We looked at some of the pre-admission assessments that had been completed by the manager. Things such as mobility, health care needs and social needs were looked at and peoples health and social needs were written down clearly and precisely. This information helped the manager to decide if the home had the facilities to care for the person properly. The residents care could be planned properly using this information. The manager also told us that the people who were thinking about using the service were invited to look round Woodlands before they made a decision as to whether or not the home was right for them. This service did not supply intermediate care and this standard has not been assessed. Care Homes for Older People Page 12 of 29 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. Care needs are dealt with properly and professionally, and accurately recorded within each care plan. People receive a good service from a well- trained staff team. The people who use the service are treated with respect and privacy and dignity are paramount. Evidence: This was a large home and the service was set out on a single level and split into three separate living areas, housing residents with similar needs. These areas were separately staffed. One of these areas was used by people who had dementia. There was training provided for the care staff in dealing with the needs of those people who had dementia. Some of the care staff had undertaken a distance learning course in Dementia Awareness, which was very positive. This helped to improve the outcomes for people who had dementia and used this service because care staff would have a good knowledge of this condition and the needs that people presented. When we looked round the service we observed how the care staff worked, and looked at how they cared for the residents. Overall the standard of care within this service Care Homes for Older People Page 13 of 29 Evidence: was good; we found that people were spoken to with respect and their dignity was maintained. The people that we spoke to were pleased with the service that they received and there were some very positive comments made about then standard of care and the way people were being looked after. One resident told us, This is a lovely place to live, Im so glad I chose to live here. Another person told us that the service was, Smashing, the girls are lovely. We looked at the way the service helped people to take their prescribed medication. last time we visited the service there were problems with the way that controlled medication was handled. This is medication that is closely monitored because of its content or strength. On this occasion we found that the all of the medication was being handled properly. This meant that people lived in a safer home. As part of our inspection we asked an expert by experience to accompany us and provide their opinion on the service that was provided. This was a person who had a lot of experience regarding care services, and care homes in general. Visitors and residents were spoken to, and the services that the home provided were assessed. She found the home to be well run and a good service was provided for the residents. We also sent out surveys to the residents of the home and their relatives to ask them about their experience of Woodlands, and the care that was provided. There were some positive comments made. The residents who replied told us that they always or usually received the care and support they needed. One resident told us that there was a happy atmosphere, people smile. A relative told us via our survey, Overall we feel that the management and staff at Woodlands provide good quality care for our father. The staff are understanding and caring and address his needs appropriately. The accommodation and facilities are excellent. We also asked other care professionals about their views of the service. A GP who had patients who lived within the service told us that Woodlands was an extremely well-run establishment with excellent care standards and good relationships between members of the care team and our primary care team. Everyone who used this service had a care plan that documented their health and social care needs: the care plans also told staff how to work with individual residents. We looked at seven care plans and found them to be informative about peoples care. Important areas were looked at, such as continence needs, nutritional requirements, mobility and skin condition. The care plans were regularly reviewed to help ensure that the care provided was consistent, and dealt with current care and social needs. The main care plan was held on-line and alterations could be made to update the Care Homes for Older People Page 14 of 29 Evidence: individual plans that were held on each individual unit. The manager made regular checks to ensure that peoples care needs were being properly addressed and that the car plans were accurate and current. Care Homes for Older People Page 15 of 29 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. Catering arrangement within this service were good, meaning that people looked forward to mealtimes. Activities were varied and quite regular, although specific activities should be more frequent for those who have dementia. Evidence: This service had, until recently, an activities co-ordinator who helped to ensure that there were regular and appropriate activities throughout the home. This position was currently vacant. Our expert by experience found that, It appears that activities are irregular. There used to be a designated activities person, but no longer worked at the home. One relative was concerned at the boring lifestyle her mother was now leading, even though she had dementia, she felt that there should be some stimulus. No activities were taking place as we walked round the home; the manager told us that activities for some residents were planned for the afternoon. We spoke to some of the care staff who told us that some people were preparing displays for Valentines Day. The large central lounge was being used for staff training on the morning of our visit. There was a large television in this room with films on video and DVD. There were lots of books and magazines around, and a variety of board games that resident could use. There was evidence around the home to show that people were able to Care Homes for Older People Page 16 of 29 Evidence: express their individual lifestyles and the manager told us about the range of activities that took place. These included musical movement, baking, discussion groups, reminiscence, skittles and bingo. Our survey told us that the residents usually or sometimes had activities that were arranged by the home. One relative,who replied to our survey, told us, more activities could be male orientated. Perhaps the home could organise things that they might enjoy more. The service had an enclosed central garden where people could sit out in good weather. There were raised flower beds and we were told that some of the residents were encouraged to become involved in gardening activities. The manager told us that the people who used the service were encouraged to become involved in the daily running of the home. This included setting and clearing tables over mealtimes, tidying their rooms and folding laundry. This helped people to remain active and retain daily living skills. We saw that people were being encouraged to enjoy an individual lifestyle, and have a choice about when they got up, had meals and went to bed. This was evident in the care plans; people also told us about this when we spoke to them. Mealtimes, and catering arrangements within this service, looked to be very good. All of the people that we spoke to told us that the food was generally very good. meals were served on the individual units and delivered from a main kitchen area. arrangements were made to ensure that the food was delivered hot and people confirmed that this was the case. Records showed that people were asked about food preferences during regular residents meetings. Our expert by experience told us that, Menus cover a period of 4 weeks and there is always an alternative choice available. Tables were laid correctly in each dining area. At mealtimes no-one was confined to their wheelchair. One relative said that friends had visited her mother and were very impressed at how good the food looked. They wished they could have stayed for lunch. Our survey told us that some people who used the service always or usually liked the meals that were served by the home. The manager told us that there were regular deliveries of fresh produce and menus contained a good choice of nutritious food. The care plans told us that individual diets were provided for those who needed these because of health requirements. Care Homes for Older People Page 17 of 29 Evidence: Care Homes for Older People Page 18 of 29 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. Concerns and complaints are taken seriously, meaning that people feel that they are listened to. Good training and staff knowledge means that people live in a safer home. Evidence: The manager of this home had ensured that training was available to help ensure that people are safeguarded from harm. Most of the care staff that were working in the home during our visit had undergone this training. Other care staff had covered this whilst undertaking a nationally recognised qualification in care (National Vocational Qualification level 2 or 3). There were robust policies and procedures available to instruct the care staff in safeguarding issues. The manager was fully aware of her responsibilities regarding reporting incidents of a safeguarding nature, should they occur, and aware of the role of the local authority in helping to ensure people are protected from harm. There was a copy of the latest safeguarding policies and procedures from the local authority and the manager had a good knowledge of these and her responsibilities should a safeguarding issue arise. The home had a clear and understandable complaints procedure. The manager told us that people were encouraged to voice their views on the service they received. Two of the residents that we spoke to were aware of whom to speak to should they be unhappy about anything at the home. The instructions about making a complaint were Care Homes for Older People Page 19 of 29 Evidence: clearly displayed on the wall of the home. They were also written down in the information they gave out to prospective residents and their families/ carers. The procedure had recently been updated and simplified to assist the residents and their representatives. Regular house meetings took place where the people who used this service were encouraged and enabled to voice their opinions about daily life within the home. All of the people who replied to our survey said that they were aware of how to make a complaint about the service, should they wish to do so. All of the care staff that we spoke to, or received a survey from, told us that they knew what the procedure was if someone had concerns about the home. There was information within the home regarding the Mental Capacity Act and the manager demonstrated that she had a good knowledge of this. There had been some training in this area, and instruction was planned for the care staff regarding deprivation of liberty safeguards. Care Homes for Older People Page 20 of 29 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 surroundings that are homely, comfortable, clean and warm. Evidence: The manager of the service showed us round the home; this included a tour of the bedrooms and the communal areas. In the bedrooms that we viewed there were personal possessions, such as pictures, photographs and ornaments that helped to make peoples space more individual and homely. Some of the bedrooms had pleasant views of the surrounding woods. The bedrooms were quite large and uniform in size; many had good en-suite facilities and were well decorated, with plenty of natural light. It was a cold day and the bedrooms and main communal areas were warm and pleasant. We spoke to three of the residents and one person told us that they thought that their bedroom was lovely. There were nice garden areas around the property and there was space for people to sit out in good weather. There were two central, enclosed garden areas where outside activities took place in warmer weather. Local wildlife was encouraged and people told us that they liked to watch the squirrels and birds. Overall the communal areas were quite homely. Generally, people that we spoke to thought that the facilities within this home were good. Our expert by experience told us that, The whole building set up is at ground level, Care Homes for Older People Page 21 of 29 Evidence: making easy access for every resident, visitors, staff, and agencies. The designated cleaning staff had worked very well and everywhere appeared clean and accessible. Residents rooms were clean and some had laminated non-slip flooring to ensure safety and odour free. Residents were divided between three units: Ash Unit where there were 16 residents, Beech Unit, had 15 residents, and Cedar Unit had 13 residents who suffered with varying degrees of Dementia.Each Unit comprised of a small kitchen, where drinks were readily available, a dining room area and lounge area with open access, but each Unit was separate from the others via digital pad, locked doors. Outdoors in the centre of the building, there were raised flower beds, approximately waist high, to encourage warm weather activities, and there was garden furniture, which was waiting for its spring clean. During our visit we found the building to be very clean, with no unpleasant odours. There were areas that required redecoration and areas needed to be repainted and redecorated due to natural wear and tear. Overall we found that the people who used this service were very pleased with the environment that they lived in. Care Homes for Older People Page 22 of 29 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 live at this home are protected from unsuitable staff by robust recruitment procedures. Staff training is good, meaning that the care staff have the necessary skills and knowledge to undertake their duties professionally and successfully. Evidence: We looked at the rotas for this home and saw how the care staff worked within the service. There were enough care staff on duty to help ensure that the assessed needs of the people who used the service were met successfully. The care staff that replied to our survey told us that there were always or usually enough care staff on duty to help meet peoples needs. All of the care staff had individual training records that helped to set out their training needs and documented the courses, training and qualifications that they had undertaken and achieved since being employed at Woodlands. We looked at these during our visit. It was confirmed that the service takes the training of its staff seriously; several courses and training events had taken place since the last key inspection. These included training in care practice and mandatory safety training. Most of the carers held a nationally recognised qualification in care (National Vocational Qualification level 2 or 3). A well-trained staff team helps to ensure that they have the knowledge, skills and ability to provide a better standard of care. There Care Homes for Older People Page 23 of 29 Evidence: was a training course taking place for care staff whilst we were there; this was to help give the carers skills to move people wit mobility issues safely around the home. Seven of the care staff returned surveys to us to tell us about their work within this home. All of the surveys confirmed that care staff were given regular training that was relevant to their role and that a good standard of induction was offered when starting their employment. Staff files were well laid out and information was easy to find. Each file held a photograph and the correct information on each person. This helped to ensure that the people who used this service remained safe and secure. Thorough checks had been carried out on all new care staff to ensure that they were suitable. All of the care staff who returned surveys to us confirmed that checks were made prior to employment and references were requested to help ensure that they were suitable for their role. Two residents were able to tell us that they were pleased with the amount of care staff that were available and that they felt well cared for. Three people also replied to our survey and told us that there were always or usually care staff available when they were needed. Care Homes for Older People Page 24 of 29 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is being run in the best interests of the residents and their welfare is promoted and protected. Good quality control systems help ensure that the service runs well. The manager is well respected: she enures that the home is managed appropriately and successfully. Evidence: The manager of the home has a recognised qualification in management and NVQ level 4 in Care, which is also nationally recognised. She has recently completed a professional trainer award which enables her to pass information on to the care staff through recognised training events. The manager had a good working relationship with the care staff of the service and was well respected. We also observed how she interacted with the people who used the service, she was very respectful and had clear values regarding how good care should be delivered, and set a good example for the care staff who worked at Woodlands. The care staff received regular training in areas of safety around the home: this Care Homes for Older People Page 25 of 29 Evidence: included fire safety, food hygiene, first aid, infection control, and moving and handling training. There was equipment available to help ensure that the residents of the home were helped to move around the home safely and comfortably. The staff had received training in using this. There were records to show that major appliances within the home had been serviced properly and that safety equipment had been examined by suitably qualified persons to help ensure that the health, safety and welfare of the people who use the service was being properly addressed. The gas system, electrical installation and lift had been serviced on a regular basis and there were certificates to show that this had taken place. The home was also properly insured to help protect the people who use the service. Risk assessments had been completed for areas where the residents might need extra protection and to help ensure that areas of risk were identified and properly addressed by the care staff. The care staff told us that individual supervision had taken place and there were records available to show this. Supervision is important because it provides support for the care staff to review their performance and training needs. All of the surveys that were returned to us said that regular support was available. The manager should ensure that this type of individual support remains frequent and that time is set aside for staff supervision. The manager told us that there were regular staff meetings for both day and night care staff and there were minutes available to confirm this. There were also minutes held for residents meetings where people were encouraged to talk about the service that they received and what changes could be made to improve their care and support within the home. Some of the people who use the service had small amounts of personal money that was held by the home. This was monitored by the manager and checked on a regular basis. The caring organisation regularly audited the financial aspects of the service. As part of the inspection process the manager provided the commission with an Annual Quality Assurance Assessment that told us about the home and how it was progressing. This was completed well and outlined in detail how the service was improving outcomes for the people who use the service and meeting their specific needs. Care Homes for Older People Page 26 of 29 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 27 of 29 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations 1 12 Specialist activities for those with dementia should be a regular occurrence within the home. This is to ensure that everyone who lives within the service has adequate stimulation. Some areas of the home were showing signs of wear and tear. The manager should ensure that all areas are pleasant and well decorated. 2 19 Care Homes for Older People Page 28 of 29 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. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 29 of 29 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. 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