Membership review for Isabella Court

This membership review is intended to reflect the experiences of the visitor who might be looking for a placement. The review is subjective, consistent and impartial, representing the impressions of our team member on the day of the visit. It is a snapshot view only.

The contents of this review are intended to cover some of the subjects and issues which an individual, their relatives or their placement officer might ask. This review has been published with the written agreement of the home owner, or an authorised representative of the company.

Summary of Findings

I received a warm and friendly greeting from the staff at Isabella Court which provides a holiday service for adults from 18 years upwards with a learning disability including those with a diagnosis of autism. The emphasis is to give the guests fun for the length of their stay whether it is for one night or one month. Under the terms of the registration, twenty-eight days is the maximum length of stay. Every effort is made to ensure that transitions are smooth and the guest’s needs and wishes are fully taken into account before and during their stay.

The home is very attractive, clean and fresh with minimal “clutter”. The décor is tasteful but plain. The building is designed to accommodate wheelchairs and meets the needs of the most complex of physical disabilities.

I had an impression of a well organised holiday service whose staff respect the wishes and rights of the individuals using the service.

I found the Trust’s own profile for Isabella Court to be accurate.

Introduction

The building was purpose built in the 1980s by Wilf Ward, a local philanthropist and to this date provides a respite service for adults with a learning disability, with or without physical difficulties. People with autism are also catered for.

First Impressions

Isabella Court is in the small town of Pickering in North Yorkshire. I found it easily as it was adjacent to one of the main roads through the town and was well sign-posted. Visitors can park directly in front or to the side of the building on a drive which is edged by raised, well-kept, landscaped beds containing shrubs and flowers.

Although I did not see a sign directing me to the reception area, I did find it easily.  I was greeted by the Registered Manager, Christine who asked me to show identification, sign a visitors’ book, and offered me a hot drink.

The entrance area was warm and clean and contains the administrative records on computer. There is a small seating area and brochures to read relating to the service and local attractions. This area seemed to be the main office and there were staff and workmen using this access route during my visit. I was told that Christine’s line manager has an office upstairs.

The Environment (External)

The building itself is built from an attractive stone as are the support walls for the raised flower beds. The garden is clearly an area of pride to the manager who, on the day of the visit, told me of plans to develop it still further by incorporating a sensory garden and an activities area. A local nursery had planned the sensory garden and plants had been ordered accordingly. The service employs a gardener who keeps the grounds tidy and designed for the benefit of the guests. Even though I visited in early March, it was clear that the gardens would be delightful as the seasons progress.

In the activities area, a barbeque, specialised swing for wheelchair users and a gazebo have been purchased and are awaiting erection when the weather has improved.  It is obvious a lot of thought has gone into providing a stimulating environment for the guests.

The Environment (Internal)

The service was extended and refurbished in 2010. The main living/dining area is a large comfortable room with a high ceiling and beams. Pine tables and chairs and modern leather sofas provide comfortable seating and there is a large television and hi-fi to provide entertainment.

Leading from this is a sensory room with soft lighting, seating and music. It is intended as a space to be quiet and relax or reduce anxiety.

The kitchen also led from the main lounge. This is more of a catering kitchen than a domestic kitchen with some of the shelving being open and work surfaces of stainless steel.  There are some kitchen units and the doors and drawers which the guests are likely to need to gain access to were labelled with pictures indicating the contents.

The single bedrooms are all on the ground floor and are en-suite. Some have showers designed to support individuals with wheelchairs and others have a range of baths which tilt, raise or lower to ensure the safety of the user and the staff member supporting. In most of the bedrooms there is tracking on the ceiling from above the bed to above the bath so the guests with complex physical disabilities can be safely hoisted from one to the other.  It is clear every thought has been given to people with physical disabilities. Beds are adjustable for safety and comfort too.

The rooms are clean, fresh with very attractive furniture, carpets and soft furnishings and each wardrobe contains a small lockable cupboard for items of value.

The recent refurbishments included an extension comprising of a self-contained flat containing a room for a carer as well as the guest if required. This can be rented as a holiday let without the support of the service staff if chosen.

The Wider Environment

Isabella Court is situated on a main road outside the small town of Pickering. Pickering itself is regarded as the gateway to the North Yorkshire Moors which provides beautiful surroundings for walking, cycling bird watching and other outdoor pursuits.

All within a comfortable commute are numerous attractions such as Flamingo Land, City of York with its Minster, Railway Museum and Jorvic Centre, Hull’s The Deep, Castle Howard and Robin Hood Bay.

Understanding Autism

My visit was spent in the company of the Registered Manager and two senior staff members. One young man who was a wheelchair user went out bowling with support workers. He had not been at the service for very long but he appeared happy and settled.

Once an application for respite care has been received, a lengthy assessment and consultation process takes place to ensure smooth transitions and an enjoyable holiday. Photos of the environment and staff are given to the potential guest; information is gathered via meetings with carers, professionals and a detailed assessment form. After this assessment introductory visits take place as often as is necessary for the comfort of the guest.

Guests are invited to bring their own personal possessions if that will help the settling in process. In addition, furniture can be removed from the bedroom if guests wish it.

Finally, plans are made for trips and activities to be undertaken during the holiday. These can take place within a group or with just the support worker.  Staffing levels are assessed on an individual basis. Guests are expected to pay for their own activities but the company pays the expenses of the staff accompanying.

I was told that staff continue to use the same communication tools normally used by the guest. This may include objects of reference, PECS or symbols for example. The staff I spoke to did have a clear understanding of the difficulties experienced by individuals with autism and their need for routines and clear communication.

Although throughout the centre there were few symbols in use, the kitchen cupboards did have symbols to show their contents.

Guests are encouraged to participate in domestic chores as much or as little as they choose.  

Individual wishes and needs are accommodated at all times and the focus is entirely on minimising anxiety and providing enjoyment.

Health and Wellbeing

Guests are encouraged to eat well balanced meals and special diets are catered for.

As this is a holiday service, the company is not required to provide routine health checks or attend appointments with the guests.  Staff will provide support, however, if an appointment has already been scheduled with a local practise or hospital. Emergency care is provided within the local hospitals if required.

Individuals visiting the home

The number of guests living in the home varies according to the time of year. Guests have a learning disability and, frequently, a physical disability too. Individuals with autism are welcome and staff work hard to minimise any anxieties.

Staffing

Staff employed by the Trust are required to provide two references and a satisfactory CRB check (Criminal Records Bureau).

Twenty staff are employed at Isabella Court, some are full time and some part time with a guaranteed number of hours which are flexible due to the variations in number of guests at any one time. All checks have to be in place before commencing employment.

Staff receive a company handbook with key policies and procedures on commencement of employment. The full range of company policies are held on computer which is accessible to all staff. They are given passwords to gain access to the information they need. All administrative records for staff are held at head office and these are tracked to ensure they are updated in accordance with the statutory regulations.

Induction training consists of the standard Health and Safety, Moving and Handling, Safeguarding vulnerable adults, Complex Needs and Behaviour training which is aimed to provide staff with the skills to manage aggressive situations by distraction and diversion techniques. Staff have six months to complete an induction handbook.

Some of the staff have taken part in a training course run by the council in understanding autism. This was put in place when an individual with autism was due to come to Isabella Court for a break. At the time of the visit, the manager had requested this to be part of the induction training and this was in hand. The staff I spoke to did have a clear understanding of the difficulties experienced by individuals with autism and their need for routines and clear communication.

Staff are required to work towards the Diploma in Social Care to a minimum of level two. Managers are expected to gain level 5.

Staff receive supervisions approximately every eight weeks during which they have the opportunity to discuss career development, progress and any other issues they wish to raise. Responsibility for these is taken by the manager and two other senior staff. The manager also has an “open door” policy for staff to meet with her to discuss issues.

The manager told me that her line-manager has an office on the premises and she receives support as and when she needs it. Staff experiencing a difficult day are invited to take a break in the managers’ office and discuss the event.

Management of the Home

The focus of this service is providing enjoyment to all the guests in whatever capacity they choose.

Guests are encouraged to participate in meal preparation and domestic chores during their visit in order to keep existing skills, however there is a choice and no pressure is put on guests to take part in any activities if they do not wish.

The management style appeared very relaxed and informal. This struck me as extremely conducive to the holiday atmosphere.

A keyworker system is in place giving staff specific responsibilities for organising the care plans, pocket money and outing for an individual.

All staff receive training in the safe storage and administration of medication and it is kept in a lockable container for the duration of the stay. Guests who take responsibility for their own medication may continue to do so and are able to lock it away in their own room.

Risk assessments take place for activities.

Conclusion

I got the impression of a very relaxed service in which the staff were friendly and focused on making the stay of the guests as much fun as possible. The equipment available is extensive and the comfort of the guests is taken into account at all levels.

Family members are encouraged to contribute in the planning of activities and guests are able to keep in touch during their stay if they wish.

Although, in the main, the guests have learning disabilities, I feel confident that individuals with autism would be managed well and their needs taken into consideration. I am sure that the request for further training in understanding autism would improve the quality of the service still further. The manager was confident that this would soon be in place.

I very much enjoyed my visit to Isabella Court and wish to extend my thanks to the staff for their hospitality and wish them well for the future. 

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Visiting Officer: Craig Godding, Living Autism
Director of Compliance and Client Liaisons