Inspection Report We are the regulator: Our job is to check whether hospitals, care homes and care services are meeting essential standards. Sheepwalk House 39 Sheepwalk Lane, Ravenshead, Nottingham, NG15 9FD Tel: 01623797074 Date of Inspection: 04 April 2013 Date of Publication: May 2013 We inspected the following standards to check that action had been taken to meet them. This is what we found: Consent to care and treatment Care and welfare of people who use services Cleanliness and infection control Supporting workers Complaints Inspection Report Sheepwalk House May 2013 www.cqc.org.uk 1
Details about this location Registered Provider Registered Manager Overview of the service Creative Care (East Midlands) Limited Mr. Darrell Frost Creative Care (East Midlands) Limited is registered to provide the regulated activity 'accommodation for persons who require nursing or personal care' at Sheepwalk House. Sheepwalk House is a care home (without nursing) for people with a learning disability and/or autistic spectrum disorder. Type of service Regulated activity Care home service without nursing Accommodation for persons who require nursing or personal care Inspection Report Sheepwalk House May 2013 www.cqc.org.uk 2
Contents When you read this report, you may find it useful to read the sections towards the back called 'About CQC inspections' and 'How we define our judgements'. Summary of this inspection: Page Why we carried out this inspection 4 How we carried out this inspection 4 What people told us and what we found 4 More information about the provider 5 Our judgements for each standard inspected: Consent to care and treatment 6 Care and welfare of people who use services 8 Cleanliness and infection control 10 Supporting workers 11 Complaints 12 About CQC Inspections 13 How we define our judgements 14 Glossary of terms we use in this report 16 Contact us 18 Inspection Report Sheepwalk House May 2013 www.cqc.org.uk 3
Summary of this inspection Why we carried out this inspection We carried out this inspection to check whether Sheepwalk House had taken action to meet the following essential standards: Consent to care and treatment Care and welfare of people who use services Cleanliness and infection control Supporting workers Complaints This was an unannounced inspection. How we carried out this inspection We looked at the personal care or treatment records of people who use the service, carried out a visit on 4 April 2013, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We talked with people who use the service, talked with carers and / or family members and talked with staff. We used the Short Observational Framework for Inspection (SOFI). SOFI is a specific way of observing care to help us understand the experience of people who could not talk with us. What people told us and what we found In this report the name of a registered manager appears who was not in post and not managing the regulatory activities at this location at the time of the inspection. Their name appears because they were still a Registered Manager on our register at the time. The provider has taken action to remove the person from our register as the Registered Manager at this location. The manager in post at the time of our inspection is in the process of applying to be the Registered Manager for this location. We spoke with a person who uses the service who said, "I mostly like living here. Staff listen to me." We saw that relatives of people using the service had been asked to provide information about their relatives. During our inspection we saw that people were encouraged to act independently. We talked with three staff who were all able to discuss the care and welfare needs of individual people using the service. We spoke with a person receiving support who said, "It's clean here and my rooms gets cleaned regularly." We saw that all staff had completed Infection Control training. Staff told us, "I feel supported by the management team and when I've raised issues they've been dealt with." Staff received appropriate induction training and professional Inspection Report Sheepwalk House May 2013 www.cqc.org.uk 4
development. Regular supervision meetings were held between the staff and the manager. We saw complaints received in the last year had been dealt with appropriately and in a timely manner. You can see our judgements on the front page of this report. More information about the provider Please see our website www.cqc.org.uk for more information, including our most recent judgements against the essential standards. You can contact us using the telephone number on the back of the report if you have additional questions. There is a glossary at the back of this report which has definitions for words and phrases we use in the report. Inspection Report Sheepwalk House May 2013 www.cqc.org.uk 5
Our judgements for each standard inspected Consent to care and treatment Before people are given any examination, care, treatment or support, they should be asked if they agree to it Our judgement The provider was meeting this standard. The provider was compliant with this outcome. Before people received any care or treatment they were asked for their consent and the provider acted in accordance with their wishes. Reasons for our judgement We spoke with a person who uses the service and they said, "I mostly like living here. Staff listen to me and ask me first." We saw that relatives of people using the service had been asked to review their care and provide information about their relatives. We looked at responses from relatives which provided updated information for their relatives' care plans. This meant relatives were involved and provided input to the care of their relatives according to their wishes. The provider may find it useful to note that reviews completed by relatives had not been included into people's care plans which meant that updated information might not be available. Staff members told us, "I ask people for their consent, every person makes their own choices," and, "It's about making wise decisions for people who haven't got capacity themselves, for example helping people to choose the right clothes when we go out." Staff told us they had completed training on the Mental Capacity Act (2005) (MCA). The MCA is designed to protect people who do not have the capacity to make certain important decisions. This meant staff received training which enabled them to support people to make informed choices. Staff we spoke with clearly showed an understanding of the principles of MCA and how it applied to their role. Staff were also able to describe best interest decisions which might need to made for people who lacked the capacity to make decisions on their own. This meant staff were able to take account of a person's capacity to make their own decisions. We looked at three people's care plans. A care plan is a document which should identify a person's needs and how staff can meet those needs. During our inspection the manager completed MCA assessments for people for specific decisions related to their care. The manager also provided example best interest decision forms which would be completed for Inspection Report Sheepwalk House May 2013 www.cqc.org.uk 6
specific decisions related to people's care. The provider may find it useful to note that MCA assessments and best interest decisions had not been fully assessed for everyone using the service when we inspected. The manager confirmed a programme was in place to complete all MCA assessments relevant to people's care needs. The provider may also find it useful to note that MCA assessments had not been dated. This meant reviews of the MCA assessments might not be completed according to the provider's schedule because dates of the original assessment and decisions were not recorded. We also saw there was a clear process to assess individual people's needs regarding Deprivation of Liberty Safeguards (DoLS) assessments which enabled appropriate care to be given to people. DoLS are part of the MCA and they aim to make sure that people are looked after in a way that does not inappropriately restrict their freedom. The safeguards should ensure that people are deprived of their liberty in a safe and correct way, and that this is only done when it is in the best interests of the person and there is no other way to look after them. We saw that DoLS were appropriately used for people, in relation to specific areas of their care. Staff we spoke with were able to describe the DoLS process and how it related to people's care needs at the service. The provider may find it useful to note some staff told us that additional DoLS training would be beneficial. We saw the MCA policy, which contained relevant information. The policy was available for all staff and was in date, the manager confirmed the policy was updated annually. Inspection Report Sheepwalk House May 2013 www.cqc.org.uk 7
Care and welfare of people who use services People should get safe and appropriate care that meets their needs and supports their rights Our judgement The provider was meeting this standard. The provider was compliant with this outcome. People's needs were assessed and care and treatment was planned and delivered in line with their individual care plan. Reasons for our judgement People experienced care, treatment and support that met their needs and protected their rights. We spoke with a person using the service who said, "Staff help to support me and they listen to me if I need to speak with them. They help to sort things out. Staff come with me when I go to college." We were not able to speak with relatives of people using the service during our inspection. We did see surveys from three families whose relatives use the service. All the responses provided positive comments about the care people received. The provider may find it useful to note that survey forms did not have sections where relatives could sign and date heir survey forms. This meant a clear audit of received survey responses could not be kept. We spoke with three staff who were all able to discuss the care and welfare needs of individual people using the service. Staff said, "The care plans are useful because they have enough information about people. If I'm not sure the archive care plans are also available and I can always speak with other staff and people's families." Another staff member told us, "Everyone living here is important, all the staff think that. We're here to make sure people get the best possible quality of life." We used the Short Observational Framework for Inspection (SOFI). SOFI is a specific way of observing care to help us understand the experience of people who could not talk with us. We saw that people were supported during lunch, to complete activities and staff were able to meet people's individual requirements. During our inspection we saw that people were encouraged to act independently and staff treated people with respect for their wishes. The staff we spoke with told us people's care plans were regularly updated. We saw that staff signed people's care plans after they had been reviewed. This meant updated information was available for staff to support people's individual care needs. We looked at care plans for three people receiving support. A care plan is a document Inspection Report Sheepwalk House May 2013 www.cqc.org.uk 8
which should identify a person's needs and how staff can meet those needs. We saw that each person's care plan contained detailed information which was person centred to meet their care needs. We saw that care plans contained information in 'easy read' formats to help people using the service to understand their care plans as fully as possible. Risk assessments relevant to a person's care needs were identified based on individual risks and were also recorded. We saw that care plans and risk assessments had been reviewed by the manager on a regular basis. The manager told us that discussions about people's end of life decisions had not been fully discussed with them or their relatives but the manager planned to do so. The provider may find it useful to record discussions or attempts to discuss end of life decisions with people using the service or their families. Inspection Report Sheepwalk House May 2013 www.cqc.org.uk 9
Cleanliness and infection control People should be cared for in a clean environment and protected from the risk of infection Our judgement The provider was meeting this standard. The provider was compliant with this outcome. People were protected from the risk of infection because appropriate guidance had been followed. Reasons for our judgement We spoke with a person receiving support who said, "It's clean here and my rooms gets cleaned regularly." We spoke with staff who told us, "I complete daily cleaning tasks according to the schedule," and, "There are always enough cleaning supplies for us to use and we have gloves and aprons." Staff were able to describe the cleaning procedures used and explain the system for cleaning people's rooms and communal areas of the home. We saw that staff followed laundry procedures which ensured dirty laundry was cleaned and ironed appropriately. During our inspection of the premises, we saw tiles had become loose or had fallen off walls in some of the toilets. We saw maintenance was in progress throughout the home and the manager confirmed the toilets were part of the maintenance schedule. The provider may find it useful to note that the manager completed regular visual checks of the home however a record of these checks was not kept. This meant audits were not available to demonstrate the home's cleanliness and infection control procedures were maintained. We saw the Infection Control policy which had been updated in April 2013, this meant staff were accessing the latest information from the current policy. The manager confirmed to us that Infection Control training was included in mandatory training. We saw from the training programme that all staff had completed Infection Control training. Inspection Report Sheepwalk House May 2013 www.cqc.org.uk 10
Supporting workers Staff should be properly trained and supervised, and have the chance to develop and improve their skills Our judgement The provider was meeting this standard. The provider was compliant with this outcome. People were cared for by staff who were supported to deliver care and treatment safely and to an appropriate standard. Reasons for our judgement We spoke with three staff who told us, "I feel supported by the management team and when I've raised issues in the past, they've been dealt with," and "I meet with my manager regularly. I feel I am listened to." A third staff member said, "The manager is very approachable. I find the team meetings are useful too." Staff received appropriate induction training and professional development. We looked at three staff files and saw that regular supervision meetings were held between the staff and the manager. The manager confirmed appraisal meetings were due to be completed in the next six months and would be held on a yearly basis. We saw when required, the manager discussed individual incidents with staff and they met with individual staff to discuss any issues. Meetings were recorded in the staff member's file and appropriate action taken. This meant that the manager was following the service's procedures on staff conduct to ensure staff were fully supported and service provision to people was not adversely impacted. We saw the staff training programme, which included safeguarding, medication and fire training. We noted that all staff had completed training as required. We saw there was an ongoing programme of training and refresher sessions. Some staff we spoke with told us they would like autism training specific to their roles and the needs of people using the service. The manager confirmed that autism training was due to be delivered in the next two months. This meant staff would be supported and trained to meet people's individual needs. Inspection Report Sheepwalk House May 2013 www.cqc.org.uk 11
Complaints People should have their complaints listened to and acted on properly Our judgement The provider was meeting this standard. There was an effective complaints system available. Comments and complaints people made were responded to appropriately. Reasons for our judgement People's complaints were fully investigated and resolved, where possible, to their satisfaction. We spoke with three staff who told us what they would do if people raised concerns. One person said, "I would inform my manager." All the staff we spoke with said they reported complaints and would feel happy to raise issues on behalf of people using the service. The manager confirmed the process of responding to complaints and we saw complaints received in the last year had been dealt with appropriately and in a timely manner. We saw the complaints policy which had been updated in April 2013 and provided relevant information on making complaints. The policy was on display in the home. This meant people using the service and their relatives had access to information on making complaints should they need to. The provider may find it useful to note that although complaints had been responded to, a complaints register was not available to provide a summary of received complaints and their outcomes. The provider may also find it useful to note that the complaints policy did not have contact details for the complaints department of the local authority and did not have the correct contact address for the Care Quality Commission. Inspection Report Sheepwalk House May 2013 www.cqc.org.uk 12
About CQC inspections We are the regulator of health and social care in England. All providers of regulated health and social care services have a legal responsibility to make sure they are meeting essential standards of quality and safety. These are the standards everyone should be able to expect when they receive care. The essential standards are described in the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 and the Care Quality Commission (Registration) Regulations 2009. We regulate against these standards, which we sometimes describe as "government standards". We carry out unannounced inspections of all care homes, acute hospitals and domiciliary care services in England at least once a year to judge whether or not the essential standards are being met. We carry out inspections of dentists and other services at least once every two years. All of our inspections are unannounced unless there is a good reason to let the provider know we are coming. There are 16 essential standards that relate most directly to the quality and safety of care and these are grouped into five key areas. When we inspect we could check all or part of any of the 16 standards at any time depending on the individual circumstances of the service. Because of this we often check different standards at different times but we always inspect at least one standard from each of the five key areas every year. We may check fewer key areas in the case of dentists and some other services. When we inspect, we always visit and we do things like observe how people are cared for, and we talk to people who use the service, to their carers and to staff. We also review information we have gathered about the provider, check the service's records and check whether the right systems and processes are in place. We focus on whether or not the provider is meeting the standards and we are guided by whether people are experiencing the outcomes they should be able to expect when the standards are being met. By outcomes we mean the impact care has on the health, safety and welfare of people who use the service, and the experience they have whilst receiving it. Our inspectors judge if any action is required by the provider of the service to improve the standard of care being provided. Where providers are non-compliant with the regulations, we take enforcement action against them. If we require a service to take action, or if we take enforcement action, we re-inspect it before its next routine inspection was due. This could mean we re-inspect a service several times in one year. We also might decide to reinspect a service if new concerns emerge about it before the next routine inspection. In between inspections we continually monitor information we have about providers. The information comes from the public, the provider, other organisations, and from care workers. You can tell us about your experience of this provider on our website. Inspection Report Sheepwalk House May 2013 www.cqc.org.uk 13
How we define our judgements The following pages show our findings and regulatory judgement for each essential standard or part of the standard that we inspected. Our judgements are based on the ongoing review and analysis of the information gathered by CQC about this provider and the evidence collected during this inspection. We reach one of the following judgements for each essential standard inspected. This means that the standard was being met in that the provider was compliant with the regulation. If we find that standards were met, we take no regulatory action but we may make comments that may be useful to the provider and to the public about minor improvements that could be made. Action needed This means that the standard was not being met in that the provider was non-compliant with the regulation. We may have set a compliance action requiring the provider to produce a report setting out how and by when changes will be made to make sure they comply with the standard. We monitor the implementation of action plans in these reports and, if necessary, take further action. We may have identified a breach of a regulation which is more serious, and we will make sure action is taken. We will report on this when it is complete. Enforcement action taken If the breach of the regulation was more serious, or there have been several or continual breaches, we have a range of actions we take using the criminal and/or civil procedures in the Health and Social Care Act 2008 and relevant regulations. These enforcement powers include issuing a warning notice; restricting or suspending the services a provider can offer, or the number of people it can care for; issuing fines and formal cautions; in extreme cases, cancelling a provider or managers registration or prosecuting a manager or provider. These enforcement powers are set out in law and mean that we can take swift, targeted action where services are failing people. Inspection Report Sheepwalk House May 2013 www.cqc.org.uk 14
How we define our judgements (continued) Where we find non-compliance with a regulation (or part of a regulation), we state which part of the regulation has been breached. We make a judgement about the level of impact on people who use the service (and others, if appropriate to the regulation) from the breach. This could be a minor, moderate or major impact. Minor impact people who use the service experienced poor care that had an impact on their health, safety or welfare or there was a risk of this happening. The impact was not significant and the matter could be managed or resolved quickly. Moderate impact people who use the service experienced poor care that had a significant effect on their health, safety or welfare or there was a risk of this happening. The matter may need to be resolved quickly. Major impact people who use the service experienced poor care that had a serious current or long term impact on their health, safety and welfare, or there was a risk of this happening. The matter needs to be resolved quickly We decide the most appropriate action to take to ensure that the necessary changes are made. We always follow up to check whether action has been taken to meet the standards. Inspection Report Sheepwalk House May 2013 www.cqc.org.uk 15
Glossary of terms we use in this report Essential standard The essential standards of quality and safety are described in our Guidance about compliance: Essential standards of quality and safety. They consist of a significant number of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 and the Care Quality Commission (Registration) Regulations 2009. These regulations describe the essential standards of quality and safety that people who use health and adult social care services have a right to expect. A full list of the standards can be found within the Guidance about compliance. The 16 essential standards are: Respecting and involving people who use services - Outcome 1 (Regulation 17) Consent to care and treatment - Outcome 2 (Regulation 18) Care and welfare of people who use services - Outcome 4 (Regulation 9) Meeting Nutritional Needs - Outcome 5 (Regulation 14) Cooperating with other providers - Outcome 6 (Regulation 24) Safeguarding people who use services from abuse - Outcome 7 (Regulation 11) Cleanliness and infection control - Outcome 8 (Regulation 12) Management of medicines - Outcome 9 (Regulation 13) Safety and suitability of premises - Outcome 10 (Regulation 15) Safety, availability and suitability of equipment - Outcome 11 (Regulation 16) Requirements relating to workers - Outcome 12 (Regulation 21) Staffing - Outcome 13 (Regulation 22) Supporting Staff - Outcome 14 (Regulation 23) Assessing and monitoring the quality of service provision - Outcome 16 (Regulation 10) Complaints - Outcome 17 (Regulation 19) Records - Outcome 21 (Regulation 20) Regulated activity These are prescribed activities related to care and treatment that require registration with CQC. These are set out in legislation, and reflect the services provided. Inspection Report Sheepwalk House May 2013 www.cqc.org.uk 16
Glossary of terms we use in this report (continued) (Registered) Provider There are several legal terms relating to the providers of services. These include registered person, service provider and registered manager. The term 'provider' means anyone with a legal responsibility for ensuring that the requirements of the law are carried out. On our website we often refer to providers as a 'service'. Regulations We regulate against the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 and the Care Quality Commission (Registration) Regulations 2009. Responsive inspection This is carried out at any time in relation to identified concerns. Routine inspection This is planned and could occur at any time. We sometimes describe this as a scheduled inspection. Themed inspection This is targeted to look at specific standards, sectors or types of care. Inspection Report Sheepwalk House May 2013 www.cqc.org.uk 17
Contact us Phone: 03000 616161 Email: enquiries@cqc.org.uk Write to us at: Care Quality Commission Citygate Gallowgate Newcastle upon Tyne NE1 4PA Website: www.cqc.org.uk Copyright Copyright (2011) 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. Inspection Report Sheepwalk House May 2013 www.cqc.org.uk 18