Inspection Report - North East London NHS Foundation Trust

Inspection Report
We are the regulator: Our job is to check whether hospitals, care homes and care
services are meeting essential standards.
Waltham Forest Rehabilitation Services
3 Friars Close, Larkshall Road, Chingford, E4
6UW
Tel: 02084307276
Date of Inspection:
Date of Publication: February
2014
24 January 2014
We inspected the following standards as part of a routine inspection. This is what we
found:
Respecting and involving people who use
services
Met this standard
Care and welfare of people who use services
Met this standard
Safeguarding people who use services from
abuse
Met this standard
Staffing
Met this standard
Assessing and monitoring the quality of service
provision
Met this standard
Records
Action needed
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Details about this location
Registered Provider
North East London NHS Foundation Trust
Overview of the
service
North East London Foundation Trust (NELFT) provides
rehabilitation inpatient services on a 32 bedded unit known
as Ainslie Rehabilitation Unit. Two of these beds are used as
a community short stay facility in order to try and avoid acute
hospital admissions.
Type of service
Rehabilitation services
Regulated activity
Treatment of disease, disorder or injury
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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'.
Page
Summary of this inspection:
Why we carried out this inspection
4
How we carried out this inspection
4
What people told us and what we found
4
What we have told the provider to do
5
More information about the provider
5
Our judgements for each standard inspected:
Respecting and involving people who use services
6
Care and welfare of people who use services
7
Safeguarding people who use services from abuse
9
Staffing
10
Assessing and monitoring the quality of service provision
11
Records
13
Information primarily for the provider:
Action we have told the provider to take
14
About CQC Inspections
15
How we define our judgements
16
Glossary of terms we use in this report
18
Contact us
20
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Summary of this inspection
Why we carried out this inspection
This was a routine inspection to check that essential standards of quality and safety
referred to on the front page were being met. We sometimes describe this as a scheduled
inspection.
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 24 January 2014, 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, talked with
staff and reviewed information given to us by the provider. We reviewed information sent
to us by other regulators or the Department of Health.
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 were supported on this inspection by an expert-by-experience. This is a person who
has personal experience of using or caring for someone who uses this type of care
service.
What people told us and what we found
People's needs were assessed and care and treatment was planned and delivered in line
with their individual care plan. However, the provider my wish to note that care plans for
personal hygiene and continence were generic and did not always reflect the individual's
preferences. Eight out of the 13 people we spoke to were aware of having a named nurse.
Comments were: "The nurses are very kind." "My nurse comes and talks to me when she
is on duty."
People expressed their views and were involved in making decisions about their care and
treatment. People told us that the staff always explained to them what was happening.
Most people we spoke to were aware of their discharge dates or what they were waiting to
achieve before they could be discharged.
People were happy with the treatment they received from staff who cared for them. Staff
told us they were able to express any concerns they had with their manager and felt
supported by their line manager and matron. They were aware of the safeguarding policy
but were not always aware of the whistle blowing policy.
There were systems in place to manage the risks identified by quality audits. This included
an action plan which was on schedule to be completed within the indicated timescales.
However, people's personal records including medical records were not always fit for
purpose.
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You can see our judgements on the front page of this report.
What we have told the provider to do
We have asked the provider to send us a report by 01 March 2014, setting out the action
they will take to meet the standards. We will check to make sure that this action is taken.
Where providers are not meeting essential standards, we have a range of enforcement
powers we can use to protect the health, safety and welfare of people who use this service
(and others, where appropriate). When we propose to take enforcement action, our
decision is open to challenge by the provider through a variety of internal and external
appeal processes. We will publish a further report on any action we take.
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.
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Our judgements for each standard inspected
Respecting and involving people who use services
Met this standard
People should be treated with respect, involved in discussions about their care
and treatment and able to influence how the service is run
Our judgement
The provider was meeting this standard.
People's privacy, dignity and independence were respected. People's views and
experiences were taken into account in the way the service was provided and delivered in
relation to their care.
Reasons for our judgement
People were happy with the care they received and told us that they were treated with
respect. One person said. "The physiotherapist is excellent. They always explain how they
are going to help you before starting the exercises." Another said, "There is an information
board for patients and families and we have found this useful." A relative told us, "My
husband and I are of the view he is treated as an individual, he is spoken to politely and
we are both kept up to date about his progress."
People who use the service understood the care and treatment choices available to them.
People who use the service were given appropriate information and support regarding
their care or treatment. There was information available for people to read, which related
to their treatment, displayed on notice boards. We also observed some people using
diagrammatical exercise sheets to practice recommended foot exercises they had been
shown by the therapists.
People expressed their views and were involved in making decisions about their care and
treatment. People told us that the staff always explained to them what was happening.
Most people we spoke to were aware of their discharge dates or what they were waiting to
achieve before they could be discharged. People were supported in promoting their
independence especially with mobility and personal hygiene needs. Both staff and people
told us that realistic goals were set with the person and these were reviewed regularly.
People's diversity, values and human rights were respected. We observed staff treating
people with dignity and respect. Staff spoke politely with people. Staff told us that they
respected people's wishes at all times and told us that if a person preferred same gender
staff to help with personal hygiene needs this was always respected. People told us that
their individual, cultural or religious preferences were accommodated. One person said
that they were now getting Caribbean meals they had requested. One person said "If I
need help, I ring for assistance and one of the nurses always comes promptly and I think
this is good caring and a mark of dignity and respect for their patients."
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Care and welfare of people who use services
Met this standard
People should get safe and appropriate care that meets their needs and supports
their rights
Our judgement
The provider was meeting this standard.
Care and treatment was planned and delivered in a way that was intended to ensure
people's safety and welfare.
Reasons for our judgement
People and family members said that they were aware of having a plan of care and this
was explained by the ward staff which included, doctors, nurses, and a physiotherapist.
Eight out of the 13 people we spoke to were aware of having a named nurse. Comments
were,"my nurse comes and talks to me when she is on duty" and "the ward sister is very
approachable and helps in any way she can."
People were assessed by the therapist before they started using this service. We were
shown how therapists monitored people's progress using the Barthel index assessment (a
functional assessment that looked at level of independence in daily activities). We found
that most people improved their score by the time they were discharged. People we spoke
to confirmed they were visited by the therapy team whilst still in hospital. One person said,
"I was visited by two staff from this unit while I was in hospital. They explained in detail the
care and support I would receive in my rehabilitation and now that I am here, they have
done as promised."
Further assessments were completed by nurses on the day of admission including writing
care plans that related to the individual's needs such as mobility, nutrition, and continence.
We reviewed four care plans and found that people's care was planned in order to meet
physical needs. However, the provider may wish to note that care plans for personal
hygiene and continence were generic and did not always reflect the individual's
preferences.
Care and treatment was planned and delivered in a way that was intended to ensure
people's safety and welfare. Both nursing and therapy staff worked in teams that were
allocated to specific parts of the unit. This enabled continuity as named nurses were
responsible for updating care plans and risk assessments in a timely and systematic
manner. Allergies were clearly indicated and staff we spoke to were aware of the needs of
the people they looked after.
People's care and treatment reflected relevant research and guidance. We found that on
the first floor staff were actively using the butterfly scheme (a system to identify and care
for people with dementia recognised as best practice guidance by the Royal College of
Nurses.) Staff were aware of this scheme and told us that it was always agreed with the
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person and their family before this was implemented.
There were arrangements in place to deal with foreseeable emergencies. We found that
staff were trained on how to respond in an emergency. They was a portable bag on each
unit with resuscitation equipment readily available should an emergency arise. Oxygen
and suction equipment was checked regularly. People were aware of the fire alarm testing
days and fire wardens, who were in the process of receiving training, had been appointed.
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Safeguarding people who use services from abuse
Met this standard
People should be protected from abuse and staff should respect their human
rights
Our judgement
The provider was meeting this standard.
People who use the service were protected from the risk of abuse, because the provider
had taken reasonable steps to identify the possibility of abuse and prevent abuse from
happening.
Reasons for our judgement
People and family members expressed the view that they "felt safe", in the care of the staff
of the wards. A family member said, "we were not given specific information to help us
understand what abuse or harm is, however, the patient information leaflet does advise
who to speak to and has telephone numbers." A patient said, "If I was unhappy in any way
I would speak to the ward sister as I have found her to be very nice lady." Another said," I
have been here for over three weeks and have never had to make a complaint."
People who use the service were protected from the risk of abuse, because the provider
had taken reasonable steps to identify the possibility of abuse and prevent abuse from
happening. When we entered the building we were not allowed in until staff had verified
our identification. We found that staff were aware of what safeguarding meant and could
tell us the difference types of abuse. Staff were also aware of where to report any
witnessed or suspected abuse. They told us that there was number they could ring if out of
hours or at the weekend and said they would also complete an incident form. We found
these details displayed on the notice board in each unit.
Staff told us they were able to express any concerns they had with their manager and felt
supported by their line manager and matron. They were aware of the safeguarding policy
but were not always aware of the whistle blowing policy. Staff could not recollect any
recent safeguarding concerns. However, senior staff were able to explain to us about one
safeguarding incident that had happened in October and the entire action plan that had
been put in place. Senior staff had ensured that staff had been retrained in safeguarding.
Safeguarding issues were reiterated in supervision and team meetings in order to ensure
that staff knew that safeguarding was part of their daily care and included the manner in
which staff spoke to people.
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Staffing
Met this standard
There should be enough members of staff to keep people safe and meet their
health and welfare needs
Our judgement
The provider was meeting this standard.
There were enough qualified, skilled and experienced staff to meet people's needs.
Reasons for our judgement
People were happy with the treatment they received from staff that cared for them. One
person said, "I am of the opinion that staff are in sufficient numbers, because if I call for
assistance day or night they are no delays". Another person told us "My husband and I
are very pleased with the staff. They are kind and understanding."
There were enough qualified, skilled and experienced staff to meet people's needs. We
spoke to thirteen staff including the matron, the therapy lead, a doctor and senior nursing
management. We found that nurse staffing was spilt equally between the two units. Both
units looked after 16 people. For the morning shift each unit was staffed with a ward
manager, two qualified nurses and three care staff from Monday to Friday. Staffing levels
were the same for the afternoon shift, excluding the manager. At night there were two
nurses and one support worker . Staff told us that this was the usual staffing and thought it
met the needs of the people they looked after. We reviewed rotas and found that these
staffing ratios were maintained most of the time. Where there were gaps due to sickness,
temporary staffing was sought. Senior staff told us about how they were managing
planned sickness by employing the same nurses from a temporary staffing source.
Staff we spoke with were able to tell us the needs of the people they looked after. They
told us that they received regular training and that regular supervision had recently been
introduced. We saw supervision records and training records that supported this. We
found that there were adequate numbers of therapy and domestic staff to support the
needs of the people. There was doctor cover during weekdays on the unit. Staff thought
this was a welcome change and improved the speed at which decisions were made about
the care provided.
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Assessing and monitoring the quality of service
provision
Met this standard
The service should have quality checking systems to manage risks and assure
the health, welfare and safety of people who receive care
Our judgement
The provider was meeting this standard.
The provider had an effective system in place to identify, assess and manage risks to the
health, safety and welfare of people who use the service and others.
Reasons for our judgement
People who use the service, their representatives and staff were asked for their views
about their care and they were acted on. People and their relatives told us that staff
listened to their requests most of the time and that the care they received was good.
However, the provider may wish to note that people and family members said they were
unaware of satisfaction questionnaires in which they could voice their opinions about the
service.
Staff told us they had supervision meetings scheduled and that a team meeting had been
held in December 2013. Staff told us that they could express any concerns they had to
their direct manager or the matron and felt that they were listened to. We reviewed
minutes of the meetings held and found that issues such as performance were discussed.
The unit had achieved 92% of the rehabilitation goals and had an average length of stay of
21.9 days over the last 12 months which is quite good for a rehabilitation unit.
There were systems in place to manage the risks identified by quality audits. We were told
and saw evidence that showed senior staff completed quality checks on a regular basis
covering 16 essential standards. The provider had an action plan outlining a
transformational program aimed at addressing shortfalls relating to infection control, fire
safety and safety and suitability of premises. On the day of our visit the action plan was not
yet complete, however positive steps had been taken. Identified trip hazards in the upstairs
unit had been rectified, staff had undergone training in safeguarding, and the electronic
system for patient records was underway.
The provider took account of complaints and comments to improve the service. We looked
at four complaints that had been made on one of the units and found that responses had
been made in a timely manner and investigations completed in line with the North east
London foundation trust (NELFT) policy on complaints management.
There was evidence that learning from incidents/investigations took place and appropriate
changes were implemented. Supervision records we reviewed also showed that issues
such as safeguarding and fire safety awareness were discussed. Staff were aware of how
to report incidents electronically. Senior staff told us about the timelines they had to
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investigate incidents.
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Records
Action needed
People's personal records, including medical records, should be accurate and
kept safe and confidential
Our judgement
The provider was not meeting this standard.
People were not always protected from the risks of unsafe or inappropriate care and
treatment because accurate and appropriate records were maintained.
We have judged that this has a minor impact on people who use the service, and have told
the provider to take action. Please see the 'Action' section within this report.
Reasons for our judgement
People's personal records including medical records were not always fit for purpose. We
looked at four care plans, medical notes referrals, weekly multidisciplinary meeting notes,
medicine charts handover sheets and risk assessments. We found that risk assessments
for falls were not always fully completed. Intentional rounding (comfort checks completed
by nursing staff on each person) forms were not always dated or did not indicate what
frequency of rounding had been agreed with the person on a daily basis. Nurse entries
were dated but not always timed in accordance with the Nursing and midwifery council
(NMC) record keeping guidance.
Staff records and other records relevant to the management of the services were accurate
and fit for purpose. We saw that there were magic boards (information boards that could
be closed after use) in place at the nursing station to ensure that patient confidentiality was
maintained. We reviewed nine staff supervision records and found them to be individual
and relevant to the staff. These records also confirmed that a system of link nurses was
being established in order to update learning in specified quality and safety outcomes.
Records were kept securely and could be located promptly when needed. Medical records
were kept in the clean utility room where the door was kept shut. Access to this room was
by keypad. People's personal records were kept at the bedside. However, therapy staff
used electronic records to which nursing staff had no access. This was currently being
addressed by training, so that nurses could use the same electronic system as therapy
staff.
Records were kept for the appropriate period of time and then destroyed securely. Staff
told us that records were kept in the archives for seven years. We reviewed the policies
and found that what staff told us was in line with North East London Foundation Trust
(NELFT) policy.
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This section is primarily information for the provider
Action we have told the provider to take
Compliance actions
The table below shows the essential standards of quality and safety that were not being
met. The provider must send CQC a report that says what action they are going to take to
meet these essential standards.
Regulated activity
Regulation
Treatment of
disease, disorder or
injury
Regulation 20 HSCA 2008 (Regulated Activities) Regulations
2010
Records
How the regulation was not being met:
The registered person did not always ensure that people are
protected against the risks of unsafe or inappropriate care and
treatment arising from a lack of proper information about them by
means of the maintenance of an accurate record in respect of
each person which shall include appropriate information and
documents in relation to the care and treatment provided to each
service user. Regulation 20(1) (a)
This report is requested under regulation 10(3) of the Health and Social Care Act 2008
(Regulated Activities) Regulations 2010.
The provider's report should be sent to us by 01 March 2014.
CQC should be informed when compliance actions are complete.
We will check to make sure that action has been taken to meet the standards and will
report on our judgements.
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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 other services less often. 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.
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.
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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.
Met this standard
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.
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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. Only where there is non compliance with one or
more of Regulations 9-24 of the Regulated Activity Regulations, will our report include a
judgement about the level of impact on people who use the service (and others, if
appropriate to the regulation). 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.
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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.
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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.
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Contact us
Phone:
03000 616161
Email:
[email protected]
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.
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