Care Home: Woodside House

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What the care home does well The home provides a well planned and well managed service to the people living in the home, ensuring that individual needs are assessed and identified before the person moves to the home, and that the aids and adaptations needed to meet these needs are available. A well-motivated and well-trained staff team is on hand and the home has a very welcoming atmosphere when you arrive. The home is well maintained and has a good level of facilities including a central atrium with comfortable seating and drinks, which is a nice setting for relatives to sit with their family member when they visit them. What has improved since the last inspection? The level of training provided to staff has increased since the last inspection, and a number of new procedures introduced including regular staff and resident meetings, weekly heads of department meetings, and increased social activities.The new manager has also ensured that her management team have responsibility for their department budgets. The activities room has been upgraded and further facilities are planned for the coming year. What the care home could do better: There were no areas that were identified that require particular improvement, but the new manager should ensure her application for registration with the Commission is submitted as soon as possible. CARE HOMES FOR OLDER PEOPLE Woodside House Woodside Road Norwich Norfolk NR7 9XJ Lead Inspector Alan Buttery Unannounced Inspection 5th February 2008 09:30 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 Woodside House DS0000032205.V359095.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. Woodside House DS0000032205.V359095.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Woodside House Address Woodside Road Norwich Norfolk NR7 9XJ 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) 01603 702002 01603 436643 tracey.burt@barchester.com www.barchester.com/oulton Barchester Healthcare Homes Limited Position Vacant Care Home 56 Category(ies) of Dementia (30), Dementia - over 65 years of age registration, with number (30), Old age, not falling within any other of places category (14), Physical disability (12), Physical disability over 65 years of age (12) Woodside House DS0000032205.V359095.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. Any service user admitted who has dementia must be over the age of 50 years. Total number accommodated not to exceed fifty-six (56). Date of last inspection 7th December 2006 Brief Description of the Service: Woodside House (owned by Barchester Healthcare) is a Care Home providing care with nursing and accommodation for 56 service users. The home is separated into three units, Willow can accommodate 12 service users with a physical disability, Sycamore can accommodate 14 older people and these two units are managed as one, with Elm accommodating 30 people with dementia and managed as the second unit. The home is situated on the outskirts of Norwich close to local shops and GP surgery. It was opened in 2002 and consists of a single storey building within its own grounds. All the homes bedrooms are single with en-suite facilities. There are two enclosed well-maintained gardens with ample car parking at the front of the premises. Fees charged by this service range from £800 per week depending on the particular needs of the individual, and a copy of the most recent inspection report is available from the home at any time. Woodside House DS0000032205.V359095.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 that use this service experience good quality outcomes. This was an unannounced inspection, and looked at the key minimum standards for older people. During the inspector, the manager of the home, who has yet to register with the Commission for Social Care Inspection, was available to provide the information required. Prior to the inspection, the manager of the service completed our Annual quality Assurance assessment, and comments from this and from staff and residents in the home are contained within this report. What the service does well: What has improved since the last inspection? The level of training provided to staff has increased since the last inspection, and a number of new procedures introduced including regular staff and resident meetings, weekly heads of department meetings, and increased social activities. Woodside House DS0000032205.V359095.R01.S.doc Version 5.2 Page 6 The new manager has also ensured that her management team have responsibility for their department budgets. The activities room has been upgraded and further facilities are planned for the coming year. 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. Woodside House DS0000032205.V359095.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 Woodside House DS0000032205.V359095.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. Detailed information is available to anyone looking to move into the home, and the service ensures full assessments are undertaken before anyone can move in to ensure that all identified needs can be met EVIDENCE: There is a fairly even split in the home between privately funded residents and those receiving local authority support. A brochure is usually sent to people enquiring about the home, often followed by an informal visit either from the person looking to move to the home or their families. Before any new admission takes place, a full assessment of needs is undertaken, to ensure that the identified needs can be met. This is normally carried out during a visit to the person, or to their family, and looks not only at the care needs of the person but also at any equipment or aids they may need. Woodside House DS0000032205.V359095.R01.S.doc Version 5.2 Page 9 If the home are happy that they are able to meet the needs identified during the assessment, this is the followed up by a letter of confirmation, and details of the actual fees payable. Once the person has decided to move into the home, a contract is signed, and initial care plans prepared, and when they first arrive at the home, a checklist is used by staff to ensure that all aspects of their support needs and the facilities available in the home are covered. Although the home does offer some respite facilities, they do not offer intermediate care. Woodside House DS0000032205.V359095.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. Individual plans demonstrate how support should be provided and what the outcomes expected by the individuals are. EVIDENCE: As already mentioned, initial care plans are prepared on the basis of the pre admission assessment, and these form the basis of the support provide, and are kept under constant review in the first few days to ensure that the identified needs are being met. The care plans are contained within a personal profile and this includes details of both health and social acre needs, how these needs should be met, and the expected outcome for the person concerned. Wherever possible, people moving into the home do have a choice of rooms, and are encouraged to add their own personal touches to the room, either by the colour scheme or with personal effects and items from their home. Woodside House DS0000032205.V359095.R01.S.doc Version 5.2 Page 11 People living in the home are encouraged to look after their own medication, where they are able, but this is carefully monitored and a detailed risk assessment undertaken. Help with administering medication is always provided by qualified nurses, who all undertake annual drug assessments to ensure they are competent in administering medication. All medication is signed for at the time the person takes it. The home has a clinical development nurse on hand who monitors health recording, including monthly checks on weight, nutrition and pressure care. In addition a range of complimentary therapies are available to people living in the home including Physiotherapy, aromatherapy, chiropody, massage and reflexology, and the service provides annual sight and hearing tests through an outside agency. Woodside House DS0000032205.V359095.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 excellent This judgement has been made using available evidence including a visit to this service. Varied activities are available for those that wish to participate, which often include friends and families, and food offered is of good quality with choice and variety available. EVIDENCE: Since our last inspection, the range of activities available to people living in the home has improved. The home has employed a new full time activities coordinator and provides additional support as needed. Activities are available to people in the home every day, and the activity workers’ time includes weekends. Although a programme of activities is in place, this can be change to suit the needs of individuals, and in addition a number of ad hoc activities are always available. Woodside House DS0000032205.V359095.R01.S.doc Version 5.2 Page 13 Activities and events that have taken place recently include various entertainments, trips out, art and crafts and cooking. At the time of our visit staff and residents were planning a bowling night in the home, making the skittles etc, and aiming to raise money for a local charity. An activities room is available with a variety of things to do, games and reading material, and for some people, activities are arranged in their room on a one to one basis. Individual personal profiles have been introduced, which include details of the activities people like to do, and things that in the past they have enjoyed, and this enables activities to be tailored to individual preferences. Visitors are made welcome at any time, and encouraged to join with their relatives in events and outings, where appropriate. Some of the events already involve the local community, and the home are hoping to extend this further in the coming year. Meal times are regarded as an important part of the day socially, and people living in the home are encouraged to take their time and enjoy the company of friends when eating. The dining facilities are especially good, and the quality of food of a high standard with a good level of choice available, and a good selection of home produced deserts always available. Woodside House DS0000032205.V359095.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. Appropriate procedures and training are in place to ensure comments, complaints and allegations are appropriately dealt with. EVIDENCE: The Aqaa identified 3 complaints that had been received since the last inspection, and these were discussed with the manager. The issues raised were quickly dealt with in accordance with the companies’ complaints procedures. Everyone living in the home is given details of the complaints procedure, and aware of who to speak to with concerns. There has been one adult protection enquiry this year, which was referred to the local safeguarding adults team, and dealt with under their procedures. All staff receive adult protection training within the induction training together with annual updated training, provided either internally or through Norfolk County Council. Woodside House DS0000032205.V359095.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 accommodation provided to those living in the home is of good standard, homely and well maintained. EVIDENCE: The Homes is in a residential area of Norwich, and next to a health centre, and offers good links to the City centre and surrounding areas. The home is well maintained, with excellent facilities for people living in the home and for visitors. A central Atrium within the home has drinks available, and comfortable seating which is often used by relatives visiting people in the home. Woodside House DS0000032205.V359095.R01.S.doc Version 5.2 Page 16 The rooms occupied by people receiving care are all well decorated and well equipped, and the service have ensured that as many people in the home as possible have a memory box outside their room, filled with items of significance to them. A full time maintenance person is available to ensure any items needing attention are dealt with, and he also ensures that all of the required checks are done. During the visit, we looked at the documentation he kept, which was all up to date. A team of domestic staff are employed, and the home was clean and free from any unpleasant odours. The manager of the domestic team is involved in the regular management meetings, and given responsibility for her own budgets. Woodside House DS0000032205.V359095.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. Robust recruitment procedures ensure staff are suitable to their role, well trained and competent in meeting the needs of the people living in the home. EVIDENCE: During our visit, we looked at staff rotas, and observed staff on duty in the home. In addition we looked at the personnel files for some of the staff who work in the home, and the Criminal record bureau checks for them. There were clearly sufficient staff employed to meet the identified needs of the individuals living in the home, together with a range of ancillary staff including domestic staff, kitchen and hostess staff. The service employs a dedicated training officer and during our visit we discussed the training currently being provided as well as their plans for the coming year. A computer link is available to enable staff to undertake on line training via the organisations head office. Woodside House DS0000032205.V359095.R01.S.doc Version 5.2 Page 18 The organisation has a detailed recruitment policy, and the files examined showed that this is being followed, with all the required documentation available. Woodside House DS0000032205.V359095.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 service is well managed, and the health and safety of people living and working in the home protected by procedures and training that is in place. EVIDENCE: Since the inspection last year. A new manager has been appointed and she has introduced a number of changes to improve the overall management of the home. A weekly meeting of the department heads is held which ensures all decision that need to be made are made quickly and with the involvement of the people concerned. Revised shift working patterns has enable more flexible Woodside House DS0000032205.V359095.R01.S.doc Version 5.2 Page 20 use of the time available, allowing staff more opportunities to engage with the people living in the home. Systems are in place to protect the financial interests of people living in the home, and the home has a full time administrator who ensures any expenditure is accurately recorded. Staff all receive regular supervision, and a record of the planned supervisions for the coming year was discussed. Health and safety training within the home is good, and all staff have undertaken the required training. On the day of our visit, there was genuine fire alarm alert, and staff were seen to follow the required procedures with a minimum of fuss. The manager does need to submit her application for registration to the CSCI as soon as possible. Woodside House DS0000032205.V359095.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 4 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X X X 4 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 Woodside House DS0000032205.V359095.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 Woodside House DS0000032205.V359095.R01.S.doc Version 5.2 Page 23 Commission for Social Care Inspection Norfolk Area Office 3rd Floor Cavell House St. Crispins Road Norwich NR3 1YF 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. 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