Care Home: Woolnough House

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What the care home does well People are assessed to make sure that the home can meet their needs. Staff deliver care in a way that respects people`s privacy and dignity. Activities are provided that people can take part in if they wish. One person said " There is always something to do. Staff always help to keep me busy I like to do things like I used to at home." Another said " There is enough going on to take part in but you can have a snooze after lunch." People receive care from well trained staff. One person living at the home said" The staff are busy but they make time for me, nothing is to much trouble. Staff are there when you want them." People said the home was clean and tidy. People said " The food is good." A complaints procedure is in place to make sure that concerns raised could be investigated and dealt with. Staff receive training that they need to help them to be able to deliver care. What has improved since the last inspection? Medication storage and medication systems have been improved to make sure that there are no gaps on people`s medication charts for regularly prescribed oral medication. This helps to ensure a more accurate record of these medications are being kept. Systems for recording controlled medication have been improved to help protect people. Social activities have been improved so that people gain the social stimulation that they need. The area in the laundry behind the washers and dryers has been cleaned and damaged wall and floor coverings have been replaced so that infection control can be maintained. What the care home could do better: The home continues to identify areas for improvement and works hard towards meeting these. Key inspection report Care homes for older people Name: Address: Woolnough House Woolnough House 52 Woolnough Avenue Tang Hall York North Yorkshire YO10 3RE     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: Denise Rouse     Date: 2 7 1 0 2 0 0 9 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Older People Page 2 of 24 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 24 Information about the care home Name of care home: Address: Woolnough House Woolnough House 52 Woolnough Avenue Tang Hall York North Yorkshire YO10 3RE 01904413656 01904431755 EPHwoolnough@york.gov.uk www.york.gov.uk City of York Council Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Lyn Pamela Scaife Type of registration: Number of places registered: care home 35 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: Date of last inspection Brief description of the care home Woolnough House provides personal care and accommodation for up to 35 older people and is owned and managed by City Of York Council. The home was purpose-built approximately 40 years ago and is located in the Tang Hall area, to the east of the city of York. Accommodation is provided in single rooms on two floors. The upper floors are accessed by a passenger lift. There is a small car park to the front of the home There is a regular bus service to the city centre, which is about 2 miles from the home. There are nearby shops and public houses. Information about the service is in the service user guide, statement of purpose and Care Homes for Older People Page 4 of 24 Over 65 35 0 2 4 0 9 2 0 0 8 Brief description of the care home last inspection report available from the home. The weekly fee in October 2009 was 469.14 pounds. Care Homes for Older People Page 5 of 24 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: The Care Quality Commission inspects services at a frequency determined by how the service has been risk assessed. The inspection process has now become a cycle of activity rather than a series of one off events. Information is gathered from a variety of sources, one being a site visit. More information about the inspection process can be found on our website www.cqc.org.uk. The quality rating for this service is 2 star. This means the people who use this service experience good quality outcomes. The evidence used in this report has included: A review of the information held on the homes file since its last inspection. Information submitted by the registered provider in the Annual Quality Assurance Assessment (AQAA.) Care Homes for Older People Page 6 of 24 Surveys completed by four people living at the home. An unannounced visit to the home by one inspector over two days. During the site visit we spoke to people living at the home to find out what it is like to live in the home. We also spoke to the manager, deputy, kitchen domestic and care staff. We looked at some of the records kept in the home including care profiles, medication administration records, staff files and some of the homes policies and procedures. We have reviewed our practice when making requirements, to improve national consistency. Some requirements from previous inspection reports may have been deleted or carried forward into this report as recommendations. But only when it is considered that people who use services are not being put at significant risk of harm. In future, if a requirement is repeated, it is likely that enforcement action will be taken. Care Homes for Older People Page 7 of 24 What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line 0870 240 7535. Care Homes for Older People Page 8 of 24 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 9 of 24 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. People are assessed so their needs are known and can be met. Evidence: Information is provided about the home in the statement of purpose, service user guide and last inspection report. This can help people understand what the home can offer them. People are invited to look round with their chosen representative to help them see what it may be like to live there. A trial stay is offered to people initially, after which a six week review is held. This helps to make sure all parties are happy with how things are progressing. One person said I did not have to visit the home to make my mind up that it was the right place for me, I already knew of it and staff made me feel very welcome. Another said I had enough information about the home to decide to give it a try. In their surveys people told us they had received enough information about the home to know it was the right place for them before they moved in. All had received written contracts which keeps people informed. Care Homes for Older People Page 10 of 24 Evidence: People who are thinking of moving into the home have their needs assessed and information is sought from the persons care manager, relevant health care professionals and from the discharging hospital to make sure all vital information is at hand. The manager considers all this information and then offers a placement if this is appropriate. Care Homes for Older People Page 11 of 24 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. Peoples health and personal care needs are known and generally met. Evidence: Care plans for three people were inspected. People who require special medical equipment to help look after their skin, had this provided and it was seen to be used so that people had these special needs met. Health care professionals visit the home and people are escorted to appointments at the hospital, dentists or opticians as required. Chiropodists also visit the home. This helps to make sure peoples health care needs can be met. People are addressed by their preferred name and staff were seen knocking on bedroom doors before entering. People can have a key to their bedroom door which helps to ensure their privacy is respected. People are asked if they want to be checked upon in the night, some did not wish to be disturbed, this was recorded on their night care plan and a risk assessment was in place to make sure peoples wishes are respected. Care Homes for Older People Page 12 of 24 Evidence: Three out of four people surveyed said they always received the care and support they needed, one said usually. Two people said staff always listened and acted upon what they said two people said usually.All four said they received the medical care they needed. Medication systems in operation were inspected. Since the last inspection a new supplier has been appointed and a new treatment room has been created for the storage of medication. A monitored dosage system of medication is in operation. The Medication Administration Records (MAR) for the three case tracked people were looked at. The controlled medication record was inspected and some balances were checked. All controlled medication is now recorded with the names of people who required it. This helps to make sure that staff have accurate information to work from. Care Homes for Older People Page 13 of 24 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People have their social needs met. Food provided is appetising and nutritious to meet peoples nutritional needs. Evidence: Peoples social needs are recorded on admission and a care plan of their preferred social and religious needs is created, which helps staff organise activities and religious events to meet peoples need. People can choose to take part in activities if they wish. Staff at the home get involved in organising and providing social events. Activities are planned at different times of the day so that people gain more varied social activity. An activity programme is displayed near the front door to inform people what is available to them. We saw that the activities provided included flower arranging, quizes, sing songs, nail pampering, and sherry and film evenings. Entertainers provide musical concerts and there have been two outings to Bridlington with a trip to York Opera House being arranged in the near future. A fun week was held in September where staff wore fancy dress and the Harlequin entertainers performed. A buffet tea was held for people to enjoy. Fish and chip supper nights are held and residents can eat these out of paper if they wish. A poster was displayed to introduce people to a dog called Jasper who will be visiting from 6 November and every Friday after that. A sherry party on behalf of York Cares has taken place. Bonfire night and Halloween Care Homes for Older People Page 14 of 24 Evidence: are also being celebrated. Visiting is open and people are encouraged to go out with relatives and attend local events in the community. A pen pal service is about to commence with four ladies at Woolnough House and Willow House. A post box for the pen pal letters will be made and it is hoped that these ladies will visit each other. During our visit we thought there was a lovely atmosphere with warm and friendly banter occurring between staff and some residents. People said staff spend time with them. Staff undertake fund raising to pay for these activities, which is commendable. One member of staff said I helped take some of our residents to the Spa Theatre to see The Good Olde Days, at Bridlington. It was a real social event. Another member of staff said I held a music night with a music quiz music from the 50s and 60s. I played the tracks and people had to guess who sang the songs. People were singing along, it was good. People choose what they would like to eat. Special diets are provided. Breakfast and the evening meal is prepared in the home some lunches are sent ready to cook from the local hospital. Every Friday lunchtime fish and chips are served and alternate weekends the homes cook prepares and cooks the lunches in the home. People who need some help to eat are assisted by patient staff in an unhurried manner to make sure that peoples nutritional needs are met. People can choose where to take their meals, either in their bedroom or the communal areas. One person surveyed said they always liked the meals at the home, two said they usually liked them, one person said sometimes. Care Homes for Older People Page 15 of 24 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are informed about how to make a complaint and are protected from abuse. Evidence: The City of York Council have a new complaints proceedure. Information about how to make complaint is given to people in a leaflet which can be provided in large print and different languages this helps to make sure people have the information they need.No complaints have been received since the last inspection. The manager and deputy were clear on the action they would take if a complaint was received. All issues would be investigated and the complainant would be informed of the outcome. People spoken with said that they knew how to make a complaint and would feel happy to raise any issues. All four people surveyed had someone they could speak to informally and knew about how to make a formal complaint. A safeguarding policy is in place. Staff spoken knew what action they must take if they felt any abuse was occuring. A whistle blowing policy is in place. Staff received training relating to safeguarding people. This helps to protect people. Prospective staff have police checks undertaken and a thorough recruitment procedure is in place. This helps to make sure that new staff are suitable to work with vulnerable adults. Care Homes for Older People Page 16 of 24 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 home that is welcoming and well maintained. Infection control is in place to help protect peoples health and wellbeing. Evidence: The home is warm and inviting and has a variety of communal areas for people to use. The downstairs corridor has been refurbished. Handrails in the wide corridors help people who are unsteady on their feet to get around the home. A lift is available so people can get arround all areas of the home. An intercom facility is provided throughout the home so that people can call for help when they need it. Disabled access is provided to the garden to make sure people can get outside. Contractors undertake routine maintenance and repairs to make sure the home remains a pleasant place for people to live. The laundry was inspected, all issues raised at the last inspection have been resolved. Hand wash facilities are available throughout the home. Sanitizing hand gel is provided for people to use as they visit the home, to make sure that infection control is in place which helps to protect people. Care Homes for Older People Page 17 of 24 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are looked after by adequate numbers of well trained staff, to meet peoples needs. Evidence: Staff are friendly and approachable, they are available in the home in sufficient numbers to be able to meet peoples needs when they require help. One person living in the home said The staff are very good they take notice of what you say, they are polite and knock on my door. Another person said I love it here the staff are so patient and kind. A member of staff said Now staffing levels are better we are now getting quality time, there is a better atmosphere in the home and agency usage has decreased, so the continuity of care is a lot better. Staff recruitment is thorough. Good recruitment processes help to protect people from staff who may not be suitable to work with vulnerable people. Currently 54 of staff have achieved a National Vocational Qualification in Care at level 2 or 3. This helps to develop the staffs skills and knowledge, and can enhance the care that people receive. Staff have received training in nutrition and hydration, first aid, safeguarding, moving and handling, fire, medication and infection control. This helps to make sure that staff Care Homes for Older People Page 18 of 24 Evidence: have the skills they need to support people. A training champion is in place who monitors the staffs training needs and makes sure that staff get their training updates timely. Induction training for new staff is provided and a new carer said I have developed good skills now and feel confident to care for people. Care Homes for Older People Page 19 of 24 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People benefit from the home having an experienced manager. Peoples views are listened to and acted upon and they are protected from financial abuse. Evidence: The manager is experienced and approachable. She is supported by the wider management team at the City of York Council. There is a deputy manager in post who is for a short period taking charge of the home on a day to day basis whilst the registered manager is overseeing the management of one of the councils other homes. However the registered manager visits Woolnough House regularly and is supporting the deputy manager in this temporaryy role. The management team were seen to be approachable and listened to people and acted on their needs. Quality assurance procedures are in place. People living at the home and their relatives have completed a yearly survey to gain their views about the services they have received. Issues raised have been addressed so that people remain happy with the service they receive. People are assessed by the home upon admission to make Care Homes for Older People Page 20 of 24 Evidence: sure peoples needs are understood in regard to The Mental Capacity Act and Deprivation of Liberty Safeguards. This helps to protect peoples rights. Personal allowance accounts are available for people who wish to use this facility. Some balances were inspected they were correct and receipts were provided for all transactions which helps to protect people from financial abuse. Health and safety checks for fire and to prevent people from being scalded are undertaken weekly. If any shortfalls are found action to help protect people. The manager should consider how peoples safety could be assured if a person left the building without staff being aware. Care Homes for Older People Page 21 of 24 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 22 of 24 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations Care Homes for Older People Page 23 of 24 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. 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