The Care Quality Commission
  • Care Home
  • Care home

Archived: Lingfield Avenue

11 Lingfield Avenue, Kingston Upon Thames, Surrey, KT1 2TL (020) 8546 2905

Provided and run by:
Scope

All Inspections

24 September 2013

During a routine inspection

People we spoke to were complimentary about the level of involvement and consultation they received in relation to their care. One person told us: "They don't force you to do anything you don't want to do". Another person told us: "I have told my keyworker what I need in my room and it is getting sorted".

We saw that each service user had care records which contained assessments and care plans and other information, such as health care provision, which were up to date. These were drawn up in such a way as to ensure people's dignity and rights were protected. The service operated a key worker system where care staff took a lead role in the care planning for individual people.

We found that the provider had developed their systems and processes to support them to work in co-operation with others. This included annual health checks, medication reviews with pharmacies, working with local authority safeguarding teams and social care reviews. We saw that people were protected against the risks associated with medicines because the provider had appropriate arrangements in place to manage medicines.

We saw evidence of regular visits made by senior managers of SCOPE who recorded their visits. These visits took the form of meetings with the manager and themed inspections of selected aspects of the running of the home.

28 January 2013

During a routine inspection

People told us about their day and weekly activities which consisted of a variety of activities both inside and outside the home. People we spoke with told us they were happy with the way they were spoken to by the care team and that staff took time to discuss and ask them what they wanted. One person told us "the staff are kind and friendly". Other comments by people were that staff were "happy to help".

We saw that each service user had care records which contained assessments and care plans and other information, such as health care provision, which were up to date. These were drawn up in such a way as to ensure people's dignity and rights were protected. The home had a business services officer who oversaw the administration of the office, which enabled the manager to focus on care issues.

People we spoke with told us that the meals were "good" and that they could choose what they wanted to have. Others told us they could eat their meals where they chose. Another person described the process of staff coming to them and explaining the menu and offering choice.

Discussions with staff confirmed that safeguarding vulnerable people was a topic they were familiar with and had received training on.

We found the home to be clean and well maintained with no malodours. People had free and unrestricted access to all areas of the home.

Staff files showed that suitable employment checks had been carried out, as well as suitable recruitment procedures.

13 December 2011

During an inspection looking at part of the service

Just over 50 percent of service users (SCOPE uses the term 'customers' and this term will be used in this report) were spoken to during the site visit. Some people were not able to discuss their views verbally but were able to express views by using a mix of signs and gestures as well as affirmative answers to questions.

All expressed positive comments about their personal rooms, the food and the staff. Some people described examples of how they exercised choice and autonomy within the home. For example, people told us they were able to eat and drink when they wished, with or without assistance. Others told us that they were able to go out when they wanted or at least with minimal arrangement with staff, to go shopping or on a trip, for instance.

Some people expressed concern over the frequent turnover of managers and expressed the hope that the new manager would enable some consistency to settle in at the home. People expressed a confidence in their knowledge of the complaints procedure and stated that they had no difficulty in approaching the manager of the home or the wider management of the organisation.

Comments about staff were positive, with people saying that the staff were 'helpful', and 'nice'. There were some comments from customers who said that they did not like it when staff spoke to each other in foreign languages when in the presence of customers, as it made the customer feel that they may be talking about them, and they could not understand or join in the conversation.

Some of the less dependent customers expressed discontent over the behaviour of some of the more dependent people, and said that sometimes it was difficult to simply relax and have a quiet peaceful day.

Overall the comments made by customers gave a positive impression of the care received at Lingfield and the choice and autonomy enjoyed by people. This was tempered with comments regarding management turnover, some staff behaviour and how the needs of more dependent customers impacted on the others.

1, 21 March 2011

During a routine inspection

Some people said they were happy with their care, one person said 'it's home to me' and that the people they live with are 'like family'. They also said that they liked the staff.

One person said that they wanted to move to somewhere where there were people who shared his culture and spoke his language.

Another person said that they liked the home but sometimes it was too noisy.

Most people told us that they make choices over matters such as how the home is decorated and trips out. These are discussed informally and at meetings for the people who live at the home.

People said that they attend meetings for all of the people who live in the service, key worker meetings and reviews. They said that they are asked their views at these meetings.

People we spoke to said that generally they like the choices available at mealtimes, but if not, something else could be provided. One person told us that food from his culture is provided when their key worker is available to cook it, but said that they liked to eat a range of foods.

People who live at the home said they find it satisfactorily clean. They are looking forward to the redecoration and refurbishment which is planned.

One person said that they felt staff were very busy and this sometimes stopped them raising concerns with staff as they felt they would not have time to deal with them. Although there is a book in the hallway where people can write complaints we were told that staff 'don't read it'.

People said some staff, including a person's key worker, have not been seen at the service for some time but they were unsure why. They said they received too little information about when people left and when they would be replaced.