Care Home: Woodlands House

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What the care home does well People`s needs are thoroughly assessed before they move into the home. This helps to assure people that the home will be able to meet their needs. People are able to attend the health services they need and staff treat people very well, respecting their privacy and maintaining their dignity. The home provides a good range of activities to meet people`s different needs and provides a choice of good food that people enjoy. People are supported to keep in contact with their family and friends and visitors are made to feel welcome. There is a good complaints system, which gives people confidence any complaints they make will be taken seriously and responded to. The home is very well maintained and provides a homely, comfortable and safe environment that meets people`s different needs. Staff are thoroughly checked before they work in the home and receive good training. This helps protect people and gives staff the skills and knowledge to meet people`s needs. The home is well managed and staff are supported to do their job effectively. There are good systems to assess the quality of the service provided and plan improvements. What has improved since the last inspection? Staff have received additional training in how to recognise and respond to allegations of abuse. Staff now have a good understanding of different types of abuse and action they need to take if abuse is witnessed, reported or suspected. CARE HOMES FOR OLDER PEOPLE Woodlands House 205 Woodlands Road Woodlands Southampton Hampshire SO40 7GL Lead Inspector Craig Willis Key Unannounced Inspection 1st February 2008 08:50 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Woodlands House DS0000012161.V357056.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Woodlands House DS0000012161.V357056.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Woodlands House Address 205 Woodlands Road Woodlands Southampton Hampshire SO40 7GL 023 8029 2213 Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) woodlands@compserve.co.uk H W Group Ltd Mr Terry John Whayman Care Home 40 Category(ies) of Dementia - over 65 years of age (0), Old age, registration, with number not falling within any other category (0) of places Woodlands House DS0000012161.V357056.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category/ies of service only: Care home only - (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) Dementia (DE) The maximum number of service users to be accommodated is 40 2. Date of last inspection 21st April 2006 Brief Description of the Service: Woodlands House is a detached property set in extensive grounds in Woodlands on the edge of the New Forest. There is a bus stop outside the service, with links to Southampton, Totton and Lyndhurst, and a railway station is nearby at Ashurst. The home is owned by H W Group Ltd, who also owns other residential homes. Accommodation is arranged on two levels in the main house, with a single story extension called the cottage, attached by a covered walkway. All rooms benefit from en suite facilities, aside from one room, which has a private bathroom close by. The fees for the home range from £550-£650, depending on people’s needs and the room occupied. The home benefits from spacious communal areas. There is a lounge, library and garden room in the main house with additional seating outside the dining room. The cottage has its own lounge, dining room and small kitchen for the preparation of breakfast and snacks. Woodlands House DS0000012161.V357056.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 2 star. This means the people who use this service experience good quality outcomes. The evidence used to write this report was gained from a review of the information the provider sent to us since the last visit and the previous inspection report. This information included incident reports and an annual quality assurance assessment. A site visit to the home was made on 1 February 2008. During the visit we spoke with five people who live in the home and two relatives. We spoke with the manager and staff on duty. The communal areas of the building were viewed and documents relating to the running of the home were inspected during the visit. What the service does well: People’s needs are thoroughly assessed before they move into the home. This helps to assure people that the home will be able to meet their needs. People are able to attend the health services they need and staff treat people very well, respecting their privacy and maintaining their dignity. The home provides a good range of activities to meet people’s different needs and provides a choice of good food that people enjoy. People are supported to keep in contact with their family and friends and visitors are made to feel welcome. There is a good complaints system, which gives people confidence any complaints they make will be taken seriously and responded to. The home is very well maintained and provides a homely, comfortable and safe environment that meets people’s different needs. Staff are thoroughly checked before they work in the home and receive good training. This helps protect people and gives staff the skills and knowledge to meet people’s needs. The home is well managed and staff are supported to do their job effectively. There are good systems to assess the quality of the service provided and plan improvements. Woodlands House DS0000012161.V357056.R01.S.doc Version 5.2 Page 6 What has improved since the last inspection? What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Woodlands House DS0000012161.V357056.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Woodlands House DS0000012161.V357056.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 3 and 6. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. There are good systems to assess people’s needs before they move into the home. This helps to assure people that the home will be able to meet their needs. EVIDENCE: The manager reported in the annual quality assurance assessment for us that people are not admitted to the home before they have had a full needs assessment and an opportunity to visit the home. We looked at the files of six people who live in the home during the visit. Each person had an assessment of their needs that was completed before they moved into the home. This assessment included people’s mobility, personal care, social, spiritual and cultural needs. People spoken with who live in the home said they were able to visit before they decided whether to move in and were reassured that the home would be able to meet their needs. Woodlands House DS0000012161.V357056.R01.S.doc Version 5.2 Page 9 The manager reported in the annual quality assurance assessment that he plans to work with staff who complete the assessments to improve their ability to gain more detailed information, for example previous interests and hobbies and what their hopes and dreams are. The home does not provide intermediate care, therefore standard six is not applicable. Woodlands House DS0000012161.V357056.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 7, 8, 9 and 10. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People’s needs are set out in good care plans, which give staff the information they need to provide the right care. Health care needs are well met and there are good systems to manage people’s medication, which helps keep them safe. EVIDENCE: The files of six people who live in the home were inspected during the visit and all contained a care plan. The care plans had been developed from the initial needs assessments and set out how these needs should be met. The plans include an assessment of any risks identified, for example concerning people’s mobility or how they take their medication. The plans for one person who has dementia included a ‘whole person picture’. This is based on documents published by the Alzheimer’s Society and gave detailed information about the person’s life, focussing on an assessment of their strengths and actions needed to maintain their skills. The risk assessments contain action that should be taken to minimise the risks identified. All of the care plans seen had been Woodlands House DS0000012161.V357056.R01.S.doc Version 5.2 Page 11 reviewed each month, with amendments made where people’s needs had changed. People spoken with confirmed that they had been involved in developing the care plans. Staff spoken with said they found the information in the assessments and care plans to be accurate. Records inspected demonstrated that people have access to a range of health services, including GP, district nurse, dentist, chiropodist and optician. Records of visits were kept in people’s file and included any advice from the practitioner. People spoken with said they were able to see their doctor when they need to. People who live in the home are able to control their own medication, following an assessment that this is safe. Where people are not able to, or don’t want to control their own medication, it is administered by staff who have completed training. Medication held by the home is stored in locked trolleys and most tablets are provided in blister packs. The medication administration record for the current month was inspected and had been fully completed. This gives a record of medication that has been received into the home and when staff have supported people to take their medication. At the time of the visit some people were prescribed Temazepam. This was separately recorded in a controlled drug register and was stored in a separate contained in the medication trolley. The records for one person were checked and the balance recorded matched the tablets held. The manager was informed that following a recent change in the Misuse of Drugs Regulations, all controlled drugs, including Temazepam, must be stored in a Controlled Drugs Cupboard. Following the visit the manager informed us that a Controlled Drugs Cupboard had been bought and fixed in the home. People spoken with said staff treated them very well, with one person commenting “they treat us like people, not old people”. During the visit staff were observed responding to people in a manner that maintained their privacy and dignity, for example waiting for a reply before entering a bedroom and making arrangements for one person to have a bath when they wanted one. Woodlands House DS0000012161.V357056.R01.S.doc Version 5.2 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 12, 13, 14 and 15. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home provides a good range of activities to meet people’s different needs and provides a choice of good food that people like. People are supported to keep in contact with their family and friends and visitors are made to feel welcome. EVIDENCE: The home has a staff member responsible for co-ordinating the activities provided. People are asked what activities they would like and a monthly programme is produced, so people can plan what they would like to take part in. As well as group activities, time is set aside for one-to-one activities, particularly for people with dementia who may not be able to take part in the group events. The home has a well-stocked library with a range of books and films that people can borrow. People spoken with said they liked the activities that are organised. In particular people said they liked the trips out in the home’s minibus to local shops and garden centres and the visiting singers. Woodlands House DS0000012161.V357056.R01.S.doc Version 5.2 Page 13 The home has an open visiting policy, with visitors able to come to the home at any time. Relatives spoken with during the visit said they were always made to feel welcome. The home has a separate room that people can use to entertain visitors, including space for guests to have a private meal. People spoken with said they were able to decide how they spent their time and what activities they took part in. The manager reported that he was looking at ways people that want to can be more involved in the running of the home. People are able to practise their religion, with spiritual leaders made welcome in the home, for example so that people can receive communion. Support is also provided for people to travel to places of worship if they wish. The home has a menu that is planned each week and provides a choice of two meals. The chef demonstrated a good understanding of people’s dietary needs and likes and had provided a number of alternative meals on the day of the visit. Following comments made about the quality of the meat a new butcher was used to supply the kitchen, which has resulted in greater satisfaction. The chef attends residents’ meetings to receive feedback about the food and suggestions for different meals. People spoken with said the food was very good and confirmed that alternatives were available if they wanted. People spoken with said they particularly enjoyed meeting in the lounge for a sherry before lunch. Woodlands House DS0000012161.V357056.R01.S.doc Version 5.2 Page 14 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 16 and 18. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home has good systems to deal with complaints and respond to allegations of abuse. This gives people confidence that any complaints they make will be taken seriously and responded to. EVIDENCE: The home has a complaints procedure, which is included in the service users’ guide and displayed in the home. Since the last inspection the procedure has been given to all people who live in the home to ensure they are aware of what to do if they wish to make a complaint. The home has received four complaints in the last year. These concerned quality of food and care provided to people. The complaints were investigated and records were available of the findings. The people who made the complaints were written to with the findings of the investigations and the action that the home was going to take. People spoken with during the visit said they were confident any complaints they made would be taken seriously and investigated. The home has procedures in place to respond to allegations of abuse. Since the last inspection staff have received additional training in the safeguarding adults procedures. Staff spoken with demonstrated a good understanding of different types of abuse, signs that someone may be being abused and what to do if abuse is witnessed, reported or suspected. Woodlands House DS0000012161.V357056.R01.S.doc Version 5.2 Page 15 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 19 and 26. Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. The home is very well maintained and provides a homely, comfortable and safe environment that meets people’s different needs. EVIDENCE: All of the home’s communal areas were inspected during the visit. All areas were clean and well maintained. The dining room has recently been refurbished and the manager reported that he plans to refurbish the lounge next. During the refurbishments people who live in the home were consulted about their preferences. People spoken with said that the home was always well maintained and kept clean. Comments included “absolutely perfect all round” and “this room (the lounge) is beautiful”. People also said their bedrooms were very comfortable and had all that they needed in them. The home has a maintenance person and staff reported that maintenance is Woodlands House DS0000012161.V357056.R01.S.doc Version 5.2 Page 16 completed quickly when required. There is a large, well-maintained garden, with areas that are accessible to people with greater mobility needs. Following consultation with people who live in the home a bowling green is currently being created and a flower garden has been grown, enabling people to safely pick flowers. There is an enclosed area of garden next to the cottage so that people with dementia can walk outside more safely. The home has a separate laundry room, with machines capable of washing soiled clothes if necessary. There are infection control procedures in place and hand washing facilities in the laundry room, kitchen, toilets and bathrooms. Staff are provided with protective clothing, for example gloves and aprons, and were seen using them during the visit. Woodlands House DS0000012161.V357056.R01.S.doc Version 5.2 Page 17 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 27, 28, 29 and 30. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Staff are thoroughly checked, well trained and employed in sufficient numbers to meet people’s needs. EVIDENCE: The home has four care staff and two supervisors between 8am and 8pm, with two housekeepers and one laundry staff until 2pm. Between 8pm and 8am there are three care staff. In addition, there is a deputy and the manager who will cover care duties if necessary. People spoken with said they thought there were enough staff to meet their needs, adding that staff come quickly if they use their call bell. One visitor spoken with said staff seemed rushed at some times, although this did not stop them providing the right care to their relative. Most of the staff spoken with said they thought there were sufficient staff on all shifts. The manager reported that all staff working in the home have had suitable preemployment checks. The records of three staff employed in the last year were inspected and contained confirmation that a Criminal Records Bureau disclosure had been obtained, confirmation that the person was not on the protection of vulnerable adults list as unsuitable to work in a care home and Woodlands House DS0000012161.V357056.R01.S.doc Version 5.2 Page 18 two written references. Staff spoken with said they had regular meetings with their supervisor, which they found helpful. Staff complete a twelve-week induction when they start work, which must be completed for them to pass their probationary period. Thirteen of the twentyfour care staff have completed the NVQ at level 2 or above. The home has a training programme in place, with courses including first aid, fire safety, infection control, moving and handling, risk assessment, safeguarding adults, medicine management, dementia and Parkinson’s disease. Staff spoken with said they thought the training was relevant to their role and gave them skills and knowledge to meet people’s needs. People who live in the home said that staff had good skills, with one commenting “they know about my particular needs”. Woodlands House DS0000012161.V357056.R01.S.doc Version 5.2 Page 19 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 31, 33, 35 and 38. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home is well managed by a qualified person, who supports staff to do their job effectively. There are good systems to assess the quality of the service provided and plan improvements and to promote people’s health, safety and welfare. EVIDENCE: The manager has completed the National Vocational Qualification in care at level 4 and the registered manager’s award. During the visit the manager demonstrated his knowledge of the service and a commitment to ensure that Woodlands House DS0000012161.V357056.R01.S.doc Version 5.2 Page 20 the service continues to improve. Staff spoken with said they receive good support from the manager. A senior manager from the company visits the home each month to assess the quality of the service provided. Reports are made of these visits and sent to the manager. The reports contain details of any actions that are required and these are followed up at the next visit. People who live in the home and their relatives are regularly consulted about the quality of the service provided, through both meetings and surveys. The results of these consultations and regular audits are used to create a development plan to improve the service. The manager reported that they do not hold money or act as an appointee for anyone who lives in the home. The manager reported in the annual quality assurance assessment that all equipment in the home is regularly serviced and checked to ensure it is safe. During the visit we sampled servicing records for the fire alarm and gas systems and the lifts, which confirmed the manager’s report. Woodlands House DS0000012161.V357056.R01.S.doc Version 5.2 Page 21 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 4 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 4 X X X X X X 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 X X 3 Woodlands House DS0000012161.V357056.R01.S.doc Version 5.2 Page 22 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations Woodlands House DS0000012161.V357056.R01.S.doc Version 5.2 Page 23 Commission for Social Care Inspection Hampshire Office 4th Floor Overline House Blechynden Terrace Southampton SO15 1GW National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Woodlands House DS0000012161.V357056.R01.S.doc Version 5.2 Page 24 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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