Four Hills Care Home Care Home Service

Transcription

1 Four Hills Care Home Care Home Service 8 Hazlitt Street Ruchill Glasgow G20 9NU Telephone: Type of inspection: Unannounced Inspection completed on: 20 May 2017 Service provided by: Barchester Healthcare Ltd Service provider number: SP Care service number: CS

2 About the service This service was previously registered with the Care Commission since 29 January 2007 and transferred its registration to the Care Inspectorate on 1 April This care home is a purpose built facility located within Ruchill which is situated in the North area of Glasgow. There are 120 single ensuite bedrooms within four separate units. The home has lounges, and dining space within each unit. Throughout the home there were quiet, private areas for service users and families to enjoy quality visits. The home provides a small self contained flat within the building should relatives require to be accommodated. The environment is well maintained with a homely and welcoming appearance throughout. The home has well maintained external gardens with seated areas for service users. The home operates in partnership with Greater Glasgow Health Board with 60 contracted NHS places. The service's aims are: "To provide nursing and personal care to people 65 years of age and above of both gender, with care being provided on a short and long term basis. Respite care can also be provided. To foster an atmosphere of care and support, which both enables and encourages our residents to live as full; interesting and independent a lifestyle as possible." What people told us People we spoke to were very happy with the support they got. They told us about the difference the service had made to quality of their lives. Two ladies emphasised how much they were enjoying their 'resident ambassador roles'. This role was helping to improve communication between service staff and residents, and ensured as much as possible that people had their views heard. Another person living in the service discussed how much he appreciated the friendly staff who assisted him out to the garden when the weather "was nice, and always get me a cup of coffee, even if I've not asked for one." Staff were praised both by relatives and people living in the home about how they conducted themselves particularly regarding acknowledging everybody that they came into contact with. Self assessment This year care services are not required to complete a self-assessment form telling us how their service is performing. We discussed the service's 2017 plans for future delivery with the management team and how this could be more dynamic with greater involvement with service users. 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 not assessed not assessed 5 - Very Good What the service does well page 2 of 7

3 Throughout this inspection we saw consistent very good practice. We used an observational tool to examine the interactions between staff and service users. This included numerous examples of staff respecting individuals rights, encouraging choices, providing support at the individual's pace, warmth, validation, respect and belonging. There was a tranquil, warm and homely feeling within Four Hills. Our observations, and the people that we talked with confirmed people were being supported by caring staff who respected their right to privacy and dignity. Staff were knowledgeable about the likes, dislikes and preferences of the people who live in the home, and we saw that care and support was individualised to meet individual's identified needs. People living in the home looked well, and told us they were being well looked after. The standard of personal and nursing care was very good, and the service was prompt to access the support of other care professionals to ensure care needs were met. There was very good attention to skin care, nutritional care, mental health care, and the staff had an enabling approach which helped people to maintain their independence and life skills. Staff were well trained and skilled in supporting people who experienced distress and agitation. The quality of meals and snacks was very good: most of the people we talked to told us they were very happy with the standard of catering in the home. They told us there was plenty choice at meal times and throughout the day and at night too. The meal times were dignified and a positive experience for those who chose to use the main dining room, or to dine in their room. There was a wide range of stimulating and interesting activities scheduled throughout the day, and we saw people really enjoyed taking part in these. Concerns and complaints were responded to and investigated promptly and used to improve the quality of the service. We were particularly impressed by the very good practice of following up complaints and adult support and protection issues to enable all relevant people to express their views at the end of the process. Very good quality assurance and monitoring systems ensured that very good standards were being achieved throughout the service. This included complex health needs being identified and addressed at an early stage to improve the quality of life for people using the service. Particular strengths and skills evidenced the great sensitivity used when providing end of life care. Innovative ideas to continue to improve were documented in the service's development plan for This innovation was praised by the two service user ambassadors who could easily provide examples of how the views of people using the service has influenced its development. The service was consistently well led, staff worked in an open culture, and all confirmed that they feel supported by the management team. What the service could do better People we talked with told us they would like more opportunity to spend time outwith the home. They felt the mini bus was not being used as frequently as it could be. The service is currently looking at how this facility could be better used. (See recommendation 1). page 3 of 7

4 We suggested that the new National Care Standards due to be published should be discussed with everyone involved in the service. This would enable people to keep up-to-date with the current changes, and provide an opportunity to discuss how the new standards might be achieved within the service. While we witnessed an abundance of positive outcomes being achieved, systems could be developed further to improve how the service communicates its development plan to all relevant people. Requirements Number of requirements: 0 Recommendations Number of recommendations: 1 1. The service should explore all options to increase access to the outdoors for people living in the home. This should include a review of the mini bus facility, and how this may best be used to afford people opportunity to spend time outwith the home. National Care Standards -Standard 3 - Management and Arrangements. Complaints Please see Care Inspectorate website ( for details of complaints about the service which have been upheld. Inspection and grading history Date Type Gradings 6 Jul 2016 Unannounced Care and support Management and leadership 1 Oct 2015 Unannounced Care and support Management and leadership 5 May 2015 Unannounced Care and support page 4 of 7

5 Date Type Gradings Management and leadership 4 Nov 2014 Unannounced Care and support Management and leadership 13 Jun 2014 Unannounced Care and support 3 - Adequate Management and leadership 17 Dec 2013 Unannounced Care and support Management and leadership 24 Jul 2013 Unannounced Care and support Management and leadership 4 Jan 2013 Unannounced Care and support Management and leadership 28 Sep 2012 Unannounced Care and support Management and leadership 3 - Adequate 21 Jun 2012 Re-grade Care and support 2 - Weak Management and leadership 19 Jan 2012 Unannounced Care and support page 5 of 7

6 Date Type Gradings Management and leadership 4 May 2011 Unannounced Care and support Management and leadership 29 Sep 2010 Unannounced Care and support Management and leadership 14 Apr 2010 Announced Care and support Management and leadership 4 Dec 2009 Unannounced Care and support Management and leadership 12 Jun 2009 Announced Care and support Management and leadership 14 Oct 2008 Unannounced Care and support 3 - Adequate Management and leadership 3 - Adequate 19 Apr 2008 Announced Care and support 3 - Adequate Management and leadership 3 - Adequate page 6 of 7

7 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 7 of 7