Nordalea (Care Home) Care Home Service Nordalea Care Centre Baltasound Unst Shetland ZE2 9DX Telephone: 01595 745870 Type of inspection: Unannounced Inspection completed on: 3 October 2017 Service provided by: Shetland Islands Council Service provider number: SP2003002063 Care service number: CS2005097993
About the service Nordalea Care Centre is situated on Unst and overlooks the Baltasound area. The service is registered to provide a care service for a maximum of seven adults. The provider is Shetland Islands Council. The service was first registered with the Care Inspectorate on 1 April 2011. All bedrooms are en suite and are decorated to a high standard. The accommodation consists of various lounge and dining areas including a conservatory. The day care service is also accommodated within the care centre in a separate area of the building. The accommodation is purpose-built, with the accommodation on one level. The outside garden area is well maintained and has a boat theme flower/plant display. The service has a flag pole and the residents and staff are presently designing a Nordalea flag. Communal areas within the home continue to be personalised which reflects peoples' interests and individuality. An outreach 'care at home' and 'meals on wheels' service continues to be operated from the centre. What people told us We spoke to five residents during the inspection visit and observed staff practice throughout our visit. People were asked their views on 25 quality statements about the service's care, environment, staffing and management. Out of six CSQs (Care Standards questionnaires) we sent out; we received five back. All questionnaires highlighted that people were very happy with the quality of the care provided and the way in which they were supported by all the staff at Nordalea. Some of the comments in the questionnaires included: "I cannot speak highly enough of all aspects of my friend's care at Nordalea - from kitchen, cleaners, carers and office staff they have a great deal of care, respect and love..and time which they so freely give. I'm always left feeling that they care for my friend as they would a member of their own family". "The facilities are welcoming and spotlessly clean and the staff are friendly and professional, management, care and domestic staff equally". "Everyone at Nordalea deserve high praise for maintaining such a great atmosphere". and: "They look after me so well here". "It's a pleasure to be here". "They spend time with me". "Nothing is ever a rush". "The meals are lovely". The service is presently involved in the 'RemoAge' project which is an EU project looking at ways of working with support to allow vulnerable older people to live longer in their homes in sparsely populated areas of northern Europe. To support older people, family carers and healthcare staff, digital solutions and service packages are being tested and evaluated. page 2 of 7
Self assessment The service had not been asked to complete a self-assessment in advance of the inspection. We discussed their priorities and looked at quality assurance paperwork. These demonstrated their priorities for development and how they were monitoring the quality of the provision within the service. 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 We found the performance of the service for quality themes care and support; leadership and management to be very good. The service has continued to perform to a high standard to ensure people are supported as individuals. We reached this conclusion after we spoke with people using the service, the manager, assistant manager, the staff team and feedback from families or their representatives. We also had feedback from the completed questionnaires we received. The service was inspected at the same time as the support service. The support service and residential service often share the same staff, and operate under the same management team. We saw that staff were friendly and welcoming and we observed interactions, which were warm and sensitive to peoples' needs. People were relaxed and comfortable in their surroundings. There was a supportive, nice friendly approach and banter between staff and people in the care service. People told us that staff were kind and helpful. Staff recognised and properly responded to the changing care needs of people, including when they were showing signs of stress and distress. Staff were very knowledgeable about peoples' assessed needs and preferences. Support plans included individual details about legal documents: - 'Guardianship' - 'Powers of Attorney' (POA), Section 47 consent to treatment certificates under the 'Adults with Incapacity' (Scotland) Act 2000, and - 'Do Not Attempt Cardiopulmonary Resuscitation' (DNACPR) medical documents. Registers were in place which is in keeping with good practice. page 3 of 7
People were supported to remain well through the safe use of medications. This was because they were being managed in line with good practice guidance for the safe receipt, storage, administration and disposal of products. Staff told us they were happy, enjoyed their jobs and were enthusiastic and motivated. They felt very well supported by the management and their colleagues. The staff and management team had developed a detailed 'Nordalea Improvement Plan' for the year, which included all stakeholders. The team was involved in the development of evidence boards linking training to improvement working practice outcomes. The service has a 'dementia champion' and many staff had undertaken the Stirling University dementia course. The team wanted to highlight the difference training was making to promote better outcomes for the people at Nordalea care centre and were in the process of evaluating practice and approach. The management team with the support of the staff had undertaken an audit centred around promoting positive outcomes for people living with dementia, which also linked to the improvement plan. Although this initiative was fairly new, the initial findings have been positive. The service was seeking the views of all stakeholders including health care professionals to evaluate the quality of the service. The staff told us they were very enthusiastic and motivated to promote best practice. Staff were very familiar with the Scottish Social Services' (SSSC) Codes of Practice and were properly registered with SSSC which helps to ensure a safe and informed workforce. The management and leadership team had a very good overview of the service and very much lead by example. We saw that there were regular audits undertaken by staff and management to ensure the safety and security of all stakeholders. The service had very good recruitment systems in place. We saw that new staff went through an induction which included a workbook approach to make sure that staff understood and supported good practice. Staff had regular access to supervision, team meetings and annual appraisals. The management team continued to promote very good leadership and motivational skills and ensures staff provides high standards of care. What the service could do better The management team said they would continue to ensure all stakeholders played an important part in the continuing development of the service. The team were keen to progress with the work on promoting better outcomes for people with dementia and further developing the service's improvement plan. We discussed with staff and management various best practice initiatives including accessing websites such as: - the Care Inspectorate - 'The Hub' - Social Services Knowledge Scotland, - Step into Leadership pathway - the badges scheme' and - other Scottish Social Services Council literature. We asked the management to share these good practice guides with the team and left information. page 4 of 7
Requirements Number of requirements: 0 Recommendations Number of recommendations: 0 Complaints There have been no complaints upheld since the last inspection. Details of any older upheld complaints are published at www.careinspectorate.com. Inspection and grading history Date Type Gradings 29 Jun 2016 Unannounced Care and support Management and leadership 15 Oct 2015 Unannounced Care and support Management and leadership 21 Aug 2014 Unannounced Care and support Management and leadership 15 May 2013 Unannounced Care and support Management and leadership page 5 of 7
Date Type Gradings 9 Jul 2012 Unannounced Care and support Management and leadership 19 Jan 2011 Unannounced Care and support Management and leadership 13 Jul 2010 Announced Care and support Management and leadership 1 Feb 2010 Unannounced Care and support Management and leadership 16 Jul 2009 Announced Care and support Management and leadership 4 Feb 2009 Unannounced Care and support Management and leadership 27 May 2008 Announced Care and support Management and leadership page 6 of 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 www.careinspectorate.com Contact us Care Inspectorate Compass House 11 Riverside Drive Dundee DD1 4NY enquiries@careinspectorate.com 0345 600 9527 Find us on Facebook Twitter: @careinspect 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