Silverburn Care Limited. Care Home Service. Service no: CS Netherplace Road Glasgow G53 5AG. Telephone:

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1 Silverburn Care Home Care Home Service 3 Netherplace Road Glasgow G53 5AG Telephone: Type of inspection: Unannounced Completed on: 17 July 2018 Service provided by: Silverburn Care Limited Service provider number: SP Service no: CS

2 About the service The Care Inspectorate regulates care services in Scotland. Information about all care services can be found on our website at This service was registered with the Care Inspectorate on 14 February Silverburn Care Home is registered to provide 24 hour care for a maximum of 50 older people, four of whom may be for respite or short break care. In addition to this, care and support can also be provided to two named individuals under the age of 65 years. The service is provided and managed by Silverburn Care Limited. The home is located in the south side of Glasgow, close to public transport links, entertainment facilities and a large shopping centre. The 50 single bedrooms that make up the care home are set on two floors, divided into three care units. Each unit has its own lounge and dining area. All of the bedrooms have en-suite toilet, washbasin and shower. Additional communal bathrooms, with adapted facilities, are available. There is a conservatory and attractively planted and furnished garden areas. The environment is spacious and some of the décor has considered the needs of people living with dementia. The service aims state: 'Our focus on delivering person centred care ensures that residents, families and staff enjoy living, visiting and caring for residents.' What people told us During the inspection, we noted that people were well presented. One person told us: 'My mum is always nicely dressed, just like what she was when she could do things herself.' We could see that people were happy, comfortable and relaxed in their environment. Staff were visible in the communal areas. There were good interactions between staff and residents. We observed staff responding to situations quickly and effectively when they needed to. This meant that many situations were diffused quickly before anyone come to harm. All the people that we spoke with spoke very highly of the staff that supported them. We observed healthy, positive and warm interactions between residents, staff and relatives. One person commented: 'Staff here are the salt of the earth, they don't need to be always polite but they always have a good heart.' People praised the environment. There had been some refurbishment done around the home since the last inspection including painting, decorating, new curtains and blinds and furniture. People told us they liked this fresh new look. Some spoke about how the home was always clean and had no unpleasant odours. People spoke highly of the management of the service. page 2 of 10

3 Self assessment The service was not required to complete a self assessment prior the inspection. From this inspection we graded this service as: Quality of care and support Quality of environment Quality of staffing Quality of management and leadership 5 - Very Good Quality of care and support Findings from the inspection People told us that they were supported and cared for with dignity. They also told us that they felt valued and were listened to when they had anything to say. We spoke to someone who, as a recognised expert in her own needs and wishes, took responsibility to arrange her own hospital appointments and transport to get there. This meant that she was able to maintain and retain as much of her independence as possible. It also gave her a sense of being in control of her own care and support. We observed meal time using the Short Observational Framework for Inspection (SOFI2) tool. We concluded that the dining experience was a pleasant one for people, where those who needed support with eating and drinking were supported with dignity and respect. There was a variety of food and drink which was well presented. This ensured that people's nutritional needs were met. People told us about the different activities that they were involved in both in house and in the community. We observed some of these during the inspection. The service also had good links with the local community including a local nursery. One person proudly showed us drawings that the children at the nursery had done for her. These made her feel happy. The service was in the process of implementing electronic care planning documentation. We could see that this new system had potential to be very good once it was being fully utilised. All residents had had their care plans reviewed with them, within the last six months. These had been updated as required. On the whole the care plans were outcome focused. This meant that the care and support that people were receiving was in line with their assessed needs. Some of the words or phrases used within the care plans could be improved. We asked the manager to look at this and to encourage staff to think about the words that they use. We noted that at times the recorded treatment room temperature was above 25 degrees celsius. For some medications, this temperature would be above that recommended by the manufacturer for storing the medication. The service had taken steps to try and address this but these were not always effective. We were told that industrial coolers were on order. We also asked the service to consult with their supplying pharmacy. page 3 of 10

4 Requirements Number of requirements: 0 Recommendations Number of recommendations: 0 Grade: 4 - good Quality of environment Findings from the inspection The environment was pleasant and welcoming. People were happy and comfortable in it. Some people showed us their rooms which they were proud of as they had been decorated to their own personal tastes. Some people chose to keep their rooms locked while they were out of them. They could keep their room key on them if they chose to. We spoke to one person who did not like their door shut while they were in the room. They had chosen to have a gate at the entrance which allowed them to keep their door open while keeping any unwelcome people out. This demonstrated people had choice and allowed them privacy to their own personal space. The different units had been recently refurbished and looked beautiful and fresh. People told us they had been involved in choosing the colours for the walls, the curtains and the furnishings. This gave them a sense of belonging. The environment had some good dementia friendly elements within it, such as clear signage to enable people to find their way round the home with ease. We were told that the service had sought guidance from the Dementia Services Development Centre, Iris Murdoch Building, University of Stirling, for the design in one of the units. The sitting areas along the corridors and at the end of corridors enabled people to have a rest if they needed to in a different area from the lounge. While some of the sitting areas were large in size, the way the chairs were set out meant that the area could be sectioned off to allow for smaller groups of people to sit together. Some people that we spoke with told us that they preferred to meet with their visitors in their rooms while others said they preferred to meet in the big open lounge. This meant that they could talk to the person next to them if they had no visitors and thus prevent them getting lonely or feeling left out. Residents had access to the secure garden area to the back of the home. This meant that they could go out and enjoy the fresh air when they chose to. The service had good systems to ensure people's health and safety. These were in line with legislation and ensured that people were protected. Requirements Number of requirements: 0 page 4 of 10

5 Recommendations Number of recommendations: 0 Grade: 5 - very good Quality of staffing Findings from the inspection The people we spoke with told us they had confidence in the staff that supported them. They felt they knew them and could therefore trust them. One resident we spoke with described the staff as the salt of the earth. They told us: 'Staff don't need to be polite all the time to show how good a heart they really have.' We could see that people's needs were met by ensuring adequate staff numbers with a good skills mix. When we spoke with staff they told us that there were no cliques within the staff team and that they all worked well together. Many of the staff had worked in the service for a long time. People felt safe being supported by knowledgeable staff who knew them well. The organisation valued their staff through offering good training to skill them for the work they had to do and also recognising their efforts. Because staff felt valued, they gave total commitment to the organisation. This gave continuity to the service and satisfaction to the residents. Staff had an enabling attitude and encouraged people to retain their independence and live to their fullest potential. We concluded this through the interactions we observed between staff and residents. People should be confident that staff who support and care for them have been appropriately recruited. While on the whole the service followed safer recruitment procedures, we found that there had been an omission in ensuring that staff in the service remained registered with the relevant registering body. We brought this to the manager's attention and were satisfied with the steps that they immediately took to address this. People should experience high quality care and support because staff have the necessary information and resources. We spoke about the level of dementia training that was being offered to staff. While training was informative, it did not cover all the elements that Promoting Excellence in dementia care at skilled level covered. The manager and provider have agreed to look at this. Requirements Number of requirements: 0 Recommendations Number of recommendations: 0 Grade: 4 - good page 5 of 10

6 Quality of management and leadership Findings from the inspection Through regular surveys, questionnaires and meetings, residents were actively encouraged to be involved in improving the service. Residents told us that they felt their views were listened to and respected. Other systems, to assure the service's own quality, were in place. These included audits of different areas. Seeing what they had suggested being implemented gave residents a sense of being valued. The service showed a willingness to improve and was very responsive to any issues raised through inspections or other activity by the local authority. We saw action plans that were being worked through to bring about improvement in the service. To give a sense of oneness and ownership, the development plan was shared with staff, residents and relatives. People that we spoke with told us that the home was well-managed and that management was respectful and willing to listen. One person said: 'These boys [the provider and the manager] have brought the place up and they have done well recruiting the right people.' This helped people feel at ease and feel confident to raise issues with management if they needed to. The service was utilising the new Health and Social Care Standards and had attended the Care Inspectorate's quality framework events. We saw the service's development and improvement plan which analysed in depth, how improvement was being supported. This demonstrated the commitment the organisation had in making things better for the residents. While on the day of the inspection we had witnessed one of the residents being involved in the recruitment of a prospective member of staff, we came across a staff file where this had not been followed through. We have asked the service to adhere to their own recruitment policy and procedure and to best practice. On the day of the inspection, we noticed that not all staff had their identification badges on. We were given different reasons why this was so. We have asked the management team to encourage staff to wear their badges. This will allow residents and also visitors, who come into the service, to know whom they are speaking with. Requirements Number of requirements: 0 Recommendations Number of recommendations: 0 Grade: 4 - good page 6 of 10

7 What the service has done to meet any requirements we made at or since the last inspection Previous requirements There are no outstanding requirements. What the service has done to meet any recommendations we made at or since the last inspection Previous recommendations Recommendation 1 The service should demonstrate more clearly that residents and relatives are fully involved in the care planning and that they are in agreement with the care plan. National Care Standards for care homes for older people: Standard 6 - Support arrangements. This recommendation was made on 26 January Action taken on previous recommendation We saw evidence that residents and/or relatives were being involved in developing their care plans. Recommendation 2 To ensure safe storage and administration of medication, the service should: (a) staff administering the medication sign to indicate that the medication has been administered (b) where medication has not been given, an appropriate code is used to indicate this (c) Opened bottles of liquid medication are marked with the date of opening and when they are due to expire. National Care Standards for care homes for older people: Standard Keeping well - medication. This recommendation was made on 26 January Action taken on previous recommendation We checked the medications and were satisfied that correct procedures were being followed for storing and recording of medication. This recommendation has been met. page 7 of 10

8 Complaints There have been no complaints upheld since the last inspection. Details of any older upheld complaints are published at Enforcement No enforcement action has been taken against this care service since the last inspection. Inspection and grading history Date Type Gradings 21 Dec 2017 Unannounced Care and support 23 Jun 2017 Unannounced Care and support Not assessed Not assessed 14 Feb 2017 Unannounced Care and support Not assessed Not assessed Not assessed Not assessed 6 Jun 2016 Unannounced Care and support 3 Dec 2015 Unannounced Care and support page 8 of 10

9 Date Type Gradings 28 Apr 2015 Unannounced Care and support 29 Oct 2014 Unannounced Care and support 2 - Weak 2 - Weak 9 Jul 2014 Unannounced Care and support 2 - Weak 2 - Weak 2 - Weak 2 - Weak page 9 of 10

10 To find out more This inspection report is published by the Care Inspectorate. You can download this report and others from our website. Care services in Scotland cannot operate unless they are registered with the Care Inspectorate. We inspect, award grades and help services to improve. We also investigate complaints about care services and can take action when things aren't good enough. Please get in touch with us if you would like more information or have any concerns about a care service. You can also read more about our work online at Contact us Care Inspectorate Compass House 11 Riverside Drive Dundee DD1 4NY enquiries@careinspectorate.com Find us on Facebook Other languages and formats This report is available in other languages and formats on request. Tha am foillseachadh seo ri fhaighinn ann an cruthannan is cànain eile ma nithear iarrtas. page 10 of 10