Park House Failing On Key Areas Says CQC Report

Park House could be used as drop-in centre

St Mary’s residential home, Park House, has failed on four out of seven standards, according to the Care Quality Commission.

Their inspectors turned up unannounced on September 24th for the review.

While their report found that residents are happy with staff, the way they are treated and their surroundings, the CQC have highlighted several serious management failings.

They report that the Council-run care home has not fully implemented procedures that would flag up abuse, if it occurred. They stress that there have been no actual abuse cases, but the regulator views this as a safeguarding issue and an anonymous complaint about Park House is still being investigated.

The inspectors were told the Council has two policies for whistleblowing and said staff found this confusing. And they were concerned that two staff, when interviewed, felt that if they acted as whistleblowers over a serious breach of standards or behaviours, their Council managers wouldn’t pass on their concerns to the appropriate authority for investigation.

From Radio Scilly

Jonny Lawrence-Roberts discusses the Care Quality Commission’s report

The Care Quality Commission also found that evidence of staff training is lacking and records were only made available for eight of the twenty staff members. The Council says accessing the records was difficult as the surprise visit coincided with management holidays.

In an interview with Radio Scilly yesterday, Adult Social Services Manager, Jonny Lawrence-Roberts, said his department had worked hard with staff to explain how they could report incidents or concerns. He added that lessons had also been learned about staff training and he’d be reviewing this to ensure they were complying with their obligations.

Each Park House resident or islander who receives care at home is meant to have a care plan detailing his or her individual needs. But the inspectors found that residents or their relatives hadn’t signed these off and it appeared that they weren’t being updated.

The commission also felt that provision for people with dementia was below standard, citing that information about the individuals’ lives and interests, an important tool in helping dementia sufferers, wasn’t available.

Mr Lawrence-Roberts said all the care plans are currently being reviewed to make sure they’re completely relevant to that client.

The CQC has received an anonymous concern about staffing levels within the home and the domiciliary service, claiming that people have not been able to receive care in the home despite their wish, because there weren’t enough staff. The Council replied that there had been a problem recruiting people on the island.

The CQC report confirms that staff are treating residents with respect and dignity, such as asking discretely if they need help with the toilet, and the inspectors praised workers for spending time on one-to-one conversations. People living in Park House are free to spend the day as they please, they say, and one resident described the home as ‘paradise’ and ‘top class.’

Community services chairman, Cllr Richard McCarthy, echoed that and says, “Staff generally do an excellent job of maintaining a happy and homely atmosphere.”

“This report clearly shows a need for improvement and I am glad to see that steps are being taken to address areas of weakness,” said Cllr McCarthy. “However it does need to be stressed, as the CQC inspectors do, that the fundamentals of what the Council provides at Park House are truly appreciated by the residents.”

And Jonny Lawrence-Roberts says there is work underway to address the issues raised in the inspection report including appointing an Active Living Coordinator who puts on activities for the residents. Mr Lawrence-Roberts says he’ll be moving his office into Park House and will be working very closely with the manager, Lesley Burrows, for the benefit of the care home.

This week, experts from Cornwall Council are also working on what’s called a, “mapping exercise” to help dementia patients. They will follow residents and take five-minute snapshots through the day to see how they are engaged and report back.

Director of Community Services, Penny Penn-Howard, was unavailable for interview but issued a statement saying she welcomes the CQC’s feedback. Many of the areas the Council had highlighted for improvement were also picked up by the inspection and she says it is good to see the Council is making improvements in the right areas.

No areas were singled out for enforcement action. The full report is on the CQC website.


18 Responses to Park House Failing On Key Areas Says CQC Report

  1. Diane Cidade November 24, 2012 at 5:21 pm

    What an interesting audio interview up there with Jonny Lawrence-Roberts. In the last minute or so of the interview he says (I’ve transcribed):

    “Obviously any report is disappointing, but I’m very aware that in the national media the CQC have been charged with a huge task of ensuring that residential homes, care homes, meet the standards. There’s been an awful lot of bad publicity, and as a result, when we have previously had visits from the CQC, I would honestly say that our reports have not seemed so bad. But I feel that there is a national drive from the CQC to improve standards, and also they have had a mass recruitment of more CQC inspectors.”

    When it comes to care homes, the CQC (via their website) say: “We’ve registered over 18,000 care homes and publish all of our inspection reports, which check on the essential standards of quality and safety.”

    I can’t help but feel that there is an insinuation in Jonny Lawrence-Roberts’ comments that Park House has somehow been treated harshly by the CQC’s most recent inspection because they’ve now got something to prove to the public and are hiring more inspectors to that end. The national media hasn’t charged CQC with the task of ensuring care homes meet essential standards; the Government did that when they created the CQC in the first place! If anything, the national media has forced the CQC to make sure they themselves are doing their job right in the first place. Through its very existence, the CQC owes it to the public it serves to check that the organisations they regulate are meeting national standards. If Jonny Lawrence-Roberts is (unintentionally?) claiming that this is a new phenomenon that the CQC are doing what they’re meant to, and that the CQC’s own less-than-stellar standards are what let Park House have less ‘bad’ reports in the past, then maybe things have been far poorly managed than we think by everyone involved at numerous levels for far longer than we’d like.

  2. Informer November 23, 2012 at 9:39 pm

    Just to clarify Jonny Lawrence-Roberts’ desk is in the existing Park House office and none of the residents space has been taken.

    • Cassandra November 24, 2012 at 1:28 pm

      That’s good to know and thanks for the clarification. What benefits for Park House do you see of having Jonny Lawrence-Roberts working from there?

  3. Jenny Green November 23, 2012 at 7:36 pm

    Interesting and amusing interview. It is a shame the interviewee was more interesting in making the most out of an opportunity for himself, rather than supporting the present manager of Park House. Why does a care home of 12 residents require two managers. All inspections uncover issues, none that I have read in this report requires two managers to sort out. I would have been more impressed if he said he would work in the home in a hands on capacity, therefore, freeing up the staff for more resident activities. But no, another office worker, telling hard pressed staff what to do. I wish Park House staff and the residents all the best.

  4. Cassandra November 23, 2012 at 9:50 am

    A recurring theme in the report is that residents are very happy with the hard-working staff on the ‘shop floor’. However, once again, the failings of the Council are largely ones of process – things that all the highly paid Council ‘Directors of’ so and so are meant to deal with. For me the following quote from page 12 of the report perfectly encapsulates the problem.

    ‘We requested access to staff personnel files to inspect the recruitment procedures undertaken by the home. The personnel files were held by the human resources department at the Isles of Scilly Council. We were told due to the unannounced inspection and therefore lack of notice provided, we could not have access to these files. We were told the human resources administration staff was in a meeting and could not facilitate our request’.
    Bearing in mind this is the statutory body with legal responsibility for the safeguarding of the residents at Park House that the Council can’t be bothered to help I would suggest it should be a disciplinary matter.

    One thing that did make me laugh though was Jonny Lawrence-Robert’s claim in the Radio Scilly interview that moving his office into Park House would help resolve the issues raised in the report. As if him taking up space in Park House that would otherwise presumably be used for the benefit of the residents will solve anything!

  5. JHJ November 22, 2012 at 10:46 pm

    Re: Helen’s comment – The Ofsted report has not been published. The only people who should know the result are the SLT, Governors, LA and if they have chosen to share it with them, the staff .It is not yet for public consumption.

  6. Kev Wright November 22, 2012 at 4:38 pm

    And yes, well done to the hospital. Which is run by which organisation?

  7. Kev Wright November 22, 2012 at 4:35 pm

    I TOTALLY disagree. I know many of the staff and know that they are trained properly and good at their jobs. The report – unless you’re accusing Scilly Today of false reporting – states that the residents are happy with the staff and what was observed was to an acceptable standard. So now the residents are liars are they? That is another statement I find quite insulting.

    If there were staff shortcomings it would be up to the management to address this matter anyway, surely? Nothing to do with the council? It’s run by the bloody council!

  8. Ruth Wright November 22, 2012 at 4:31 pm

    Helen, St Marys Hospital received an excellent CQC report but unfortunately this was only newsworthy enough for a 2 line mention on here!

  9. peonie November 22, 2012 at 3:44 pm

    if such a negative, indeed shocking inspection report were received on the mainland the home would be closed. Staff training is fundamental and mandatory. Please do read the report before commenting, and do stop exonerating the staff, they know waht they should be doing and clearly are not. this is nothing to do with the Council, but does show that it should be run by a private sector expert provider. Supervisions and appraisals were not up to dat. However most serious of all, if no care plan, or inadequate not reviewed care plans were in place then no proper care could be given. Risk assessments were also inadequate and research based dementia care non existant. the poor residents clearly have nothing to compare their care with and no choice of provider. Of course they will declare themselves happy, out of fear if nothing else. There seems to be no understanding that the most common cause for reporting a statutory notification for safegaurding is NEGLECT, and not having an up to date care plan, no adequate provision for dementia care, untrained staff and much else that you can read in the report contitutes abuse. I urge the islanders not to be defensive for once, you have been found to have woeful provision for your older, vulnerable residents and you should direct your concerns to monitoring improvements and lobbying for the home to be removed from Council control. No Council anywhere is best placed to run care homes. This is very sad and as is so often the case , monopolies ensure poor and complacent service. The staff should be ashamed.

    • Nobby Nobbs November 22, 2012 at 7:54 pm

      The private sector doesn’t have a spotless record where care homes are concerned, just type care home scandal into Google.
      Private care homes are run for profit not for care.

      If you take the effort to read the report, you will see that the level of “care” being given to residents by staff is not the issue, the issue is with the poor standard of management who have failed to keep staff training up to date and keep proper records and care plans.

      The carers at park House do a wonderful job of caring for the residents, unfortunately the management do not care that much for their staff.

    • Diane Cidade November 25, 2012 at 4:07 pm

      You say that “this is nothing to do with the Council” and also that we should “stop exonerating the staff, they know waht (sic) they should be doing and clearly are not” which appears to be a contradiction of sorts. If the Council has not yet put the proper processes in place to ensure that they are meeting the essential standards required of them as an organisation registered with the CQC, then how can you dare say that it’s the staff’s fault? There are clear gaps in the training that has been provided to staff, and I do hope that Jonny Lawrence-Roberts was sincere when he said that ‘lessons have been learned’.

  10. Kev Wright November 22, 2012 at 3:19 pm

    Scilly Today DOES run good news stories. It’s also its duty to run bad ones too and this is something that will affect many islanders. I’d like to say well done to the hard working staff and shame, yet again, on the people higher up in our council. What a shambles the LOT of you are.

  11. Helen November 22, 2012 at 1:42 pm

    So, another negative report on life on the islands, when is Scillytoday going to run the news of the fantastic result of the Ofsted inspection at the school?

    • SueM November 22, 2012 at 2:31 pm

      Think you might be in danger of shooting the messenger there Helen. Did you actually read the report? It’s not good.

      Has the latest Ofsted report been published?

    • Pepper November 22, 2012 at 7:41 pm

      Agree with you 100% Helen, and with Ruth Wright further down the page. It’s very rare we actually have anything good (or even correct) said about the Council or many other services on here. Did you notice the residents’ views had a very brief mention in the middle (the part where they thought the Home was ‘paradise’?) If people from the community actually went into the Home and saw how much the staff care and how much the residents are cared for, perhaps they would stop being so judgmental. Do they think they could do a better job?