Inspection on 08/02/08 for Overcliffe House

This is the latest available inspection report for this service, carried out on 8th February 2008.

CSCI found this care home to be providing an Excellent service.

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

Other inspections for this house

Overcliffe House 29/11/05

Overcliffe House 28/06/05

Overcliffe House 06/01/05

Overcliffe House 05/07/04

Overcliffe House 09/03/04

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Extracts from inspection reports are licensed from CQC, this page was updated on 09/07/2008.

CARE HOME ADULTS 18-65 Overcliffe House 30/31 Overcliffe Gravesend Kent DA11 0EH Lead Inspector Eamonn Kelly Unannounced Inspection 8 February 2008 11:30 th Overcliffe House DS0000023991.V358960.R01.S.doc Version 5.2 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Overcliffe House DS0000023991.V358960.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Adults 18-65. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Overcliffe House DS0000023991.V358960.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Overcliffe House Address 30/31 Overcliffe Gravesend Kent DA11 0EH 01474 535057 Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) www.nas.org.uk National Autistic Society Carolyn Jerram Care Home 12 Category(ies) of Learning disability (12) registration, with number of places Overcliffe House DS0000023991.V358960.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. Specialist service for people with autism Date of last inspection 7th June 2006 Brief Description of the Service: Overcliffe House, part of the UK-wide National Autistic Society, provides accommodation and support for up to 12 people. Separate groups of six residents live in the adjoining houses. The NAS website www.nas.org.uk contains useful information about its network of residential and day services. The “I exist” phase of the NAS strategy reflects on the “impact of the lack of support for people with autism and the action needed to bring real improvements to people’s lives”. Useful information is also provided in the website’s FAQ’s (frequently asked questions) section. For example, is there a cure for autism? Answer: At present there is no “cure” for autism. However, there is a range of interventions-methods of enabling learning and development--which people may find to be helpful. Is autism a new phenomenon? Answer: No. The first detailed description of a child we now know had autism was written in 1799. The NAS also has non-profit making schools and colleges for students of all ages with widely ranging needs, including more able students and those with high support needs arising out of challenging behaviours. One such school is the Helen Allison School with some 70 pupils in locations at Gravesend and Meopham. Residents at Overcliffe have single rooms and there are separate communal areas including kitchens, dining rooms and laundry. There is parking space at the front for the home’s 7-seater vehicle and for staff/visitor parking. One of the adjoining gardens is being converted to a sensory garden. Residents attend the Kent Services centre (formerly SAND--Skeffington Autism Needs Development) and Artracks centre in Gravesend. These day care services cater for residents at the NAS residential homes in Gravesend (Overcliffe House, Pelham Manor and Echo Square House). The Society also has a day care service (the Robbie Centre) in Gravesend for residents with high support needs and who receive 1:1 attention. No residents at Overcliffe currently attend this centre. Overcliffe House DS0000023991.V358960.R01.S.doc Version 5.2 Page 5 Weekly fees from April 2008 range from £1199 (residential element £728 day care element £471) to £2663 (residential element £1798 day care element £865). In some cases there could be an additional fee for agreed higher staff support (for example, where a 2:1 level of staffing is needed the weekly fee could increase to £3350). Additional charges are made for hairdressing, chiropody, personal spending and some admission fees, purchase of audio/visual equipment and holidays. The Society contributes £200 each towards the cost of planned holidays for the resident and an accompanying support worker. We understand that the guidelines and records in each care plan relating to the management of resident’s finances have been agreed with placement authorities. Overcliffe House DS0000023991.V358960.R01.S.doc Version 5.2 Page 6 SUMMARY This is an overview of what the inspector found during the inspection. The inspection took place on 7th February 2008. It consisted of meeting with the registered manager (Carolyn Jerram), support workers on duty and residents. Examples of day care support were observed at Kent Services (formerly SAND) and Artracks. As part of these visits, an overview by the training manager, observation of a group of new staff undergoing induction training and sight of training portfolios provided a useful insight into how the City & Guilds accredited training centre provides personal development for managers and support workers. HR and finance staff also outlined how recruitment procedures and financial control are carried out. Some care practices were observed and discussed at Overcliffe House. A variety of records was seen during the visit principally those addressing the personal and healthcare support of residents. We have not yet received an annual quality assurance assessment (AQAA) but we know this will be submitted soon. We expect this to contain the necessary declarations in respect of all required safety checks and maintenance of the residential premises. There are no outstanding requirements from previous inspection reports. Some aspects of the premises need attention. For example, general redecoration of communal areas and some bedrooms (incorporating carpet and wall colours known to be beneficial to people with autism) is desirable. Safety concerns relating to a damaged fire door (of a boiler cupboard) and a damaged hatch door on a kitchen floor need attention. The AQAA should include a reference to expected completion dates. The quality rating for this service is 3 star (excellent). This means the people who use the service experience excellent quality outcomes. What the service does well: Overcliffe House has provided a consistent service for residents for several years. Residents are helped to lead an active life in accordance with the stated aims of the National Autistic Society. They have the benefit of support within closely connected residential and day care units which are based on the outcomes of focussed research into how people with autism can best be supported. Day care services at 2 locations in Gravesend provide a range of facilities and opportunities for residents from the 3 residential homes in the area. A third location (the Robbie Centre) caters for residents with higher support needs although no residents at Overcliffe House currently need this level of support. Overcliffe House DS0000023991.V358960.R01.S.doc Version 5.2 Page 7 Residents who can live independently receive the support they need to continue their routines with risks reviewed constantly. Those who need different levels of staff support also receive the agreed levels of such assistance. Some residents can travel independently and others need to be accompanied. The City & Guilds accredited training centre enables managers, senior support workers and support workers to achieve NVQ levels 2, 3 and 4 in Care and Management. Members of staff also receive personal development in the areas considered essential and desirable in meeting the needs of the client groups at the 3 residential homes. The residential premises are suitable for the support of residents. Two groups of 6 people are able to live in relatively close proximity whilst having fully separate communal facilities (kitchens, laundry rooms, dining rooms, lounges). Care plan records are being radically updated so that they serve as useful operational tools for staff. Resident’s access to medical services has been reviewed and improved over the past year. Residents are protected by the regular audits of medication administration and storage carried out by a senior support worker. What has improved since the last inspection? What they could do better: This report contains no direct requirements but we expect the AQAA (annual quality assurance assessment) to contain confirmation of the improvements Overcliffe House DS0000023991.V358960.R01.S.doc Version 5.2 Page 8 achieved, planned or underway. We expect the safety issues referred to above to be addressed as soon as possible. Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Overcliffe House DS0000023991.V358960.R01.S.doc Version 5.2 Page 9 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection Overcliffe House DS0000023991.V358960.R01.S.doc Version 5.2 Page 10 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 2, 3. People who use the service experience excellent quality outcomes. This judgement was made using a range of evidence including a visit to the service. Prospective residents have their individual aspirations and needs assessed before they enter residential care. They are assimilated as carefully and slowly as necessary into routines at day centres and residential locations to increase their chances of successful transition. EVIDENCE: The pathway followed in one example where a resident was assessed and is being introduced to life at the home, day centres and other locations indicated that care is taken over a long period of time to enable successful transition. A record is begun at assessment stage. This contains, in the example discussed, draft pictorial plans for daytime and evenings, an initial behaviour support plan, risk assessment, assessment of medical needs and biographical information. This eventually forms part of the person’s care plan. Precise and agreed steps are followed to enable the person to assimilate successfully into life at the residential premises and day centres locations. Overcliffe House DS0000023991.V358960.R01.S.doc Version 5.2 Page 11 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7, 9. People who use the service experience excellent quality outcomes. This judgement was made using a range of evidence including a visit to the service. Residents are helped to make decisions and to express themselves as part of developing their confidence and quality of life. They are centrally involved in decisions affecting them and are helped to lead as independent a life a possible. EVIDENCE: Care plan records were revised recently to become more useful operational tools for members of staff. This important revision affects about half of the individual care plans and the remainder are being altered as part of the project. These documents have been brought together from dispersed locations in the premises and are more readily accessible to support workers. Each resident has a carefully constructed personal file that, in the case of new residents, begins at assessment stage and pre-admission planning. Overcliffe House DS0000023991.V358960.R01.S.doc Version 5.2 Page 12 The typed information comprises a life history of the resident, biographical information, behavioural assessment plan, risk assessment, traffic-light type hospital assessment disclosure, pictorial day and evening activity charts and annual lifestyle and health assessments. They also contain information about the resident’s health needs and how these are addressed. Crucially these records are amended when the information about resident’s needs or current disposition changes. As an example of how records are used as key operational tools, residents are encouraged to look after their “link books” that monitor events at day centres and other external locations. Support workers record those events relating to residents they regard as relevant in daily record logs. Observations of how records (eg. risk assessments, behavioural support plans) are maintained, observation of some aspects of resident’s lives at Overcliffe House and day centres and discussion of procedures and strategies with members of staff suggest that residents are receiving the support envisaged as necessary by NAS. Overcliffe House DS0000023991.V358960.R01.S.doc Version 5.2 Page 13 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 11-17. People who use the service experience excellent quality outcomes. This judgement was made using a range of evidence including a visit to the service. Routines and activities developed with each resident give them opportunities to exercise preferences on a day-to-day basis. They are helped to take part in customised activities, to follow leisure pursuits pertinent to them, to live successfully in the local community and maintain friendships and contacts within the limits of their respective abilities. EVIDENCE: All residents attend the Kent Services centre where day care and residential care support workers help them with activities and educational opportunities. These include work with computers, artwork, cooking and relaxation room. Examples of painting, needlework and pottery are displayed and exhibitions of this work have been held. Residents attend other activities using the centre as a starting point. Members of staff have specialist knowledge of the needs of people with autism and this Overcliffe House DS0000023991.V358960.R01.S.doc Version 5.2 Page 14 is used to help each resident achieve his/her goals as recorded in individual care plans. Although the horticultural centre is due to close soon, residents have the benefit of 3 day care centres in the Gravesend area operated by NAS and an alternative horticulture site is being sought. The City & Guilds accredited training centre and HR/finance functions at the Kent Services site contribute to the localised specialist nature of the support network. Residents are always in the company of people they know and staff understand the ways support must be given within the NAS philosophy and published objectives. Residents are encouraged to maintain contact with their families and friends and families are helped to keep closely in contact with events at the home and day centres. There are many day-to-day activities within and outside the premises and additional activities are followed in the evenings and weekends. Each resident has a chart outlining the types of activities they currently follow as part of a highly person-centred approach. These records are, where necessary and applicable, also shown on pictorial cards for day and evening activities. Residents generally have their mid-day meal at Kent Services. Some help to cook or take part in cooking exercises. They have their evening meal at home and, as described by staff, every effort is made to make sure residents have the type and range of food they need. An example of the preparation of an evening meal was observed at number 30. The way residents are helped with cooking was observed at Kent Services. Staff use picture cards as one way of helping residents understand and choose particular foods. Residents are involved in the process of choosing and buying food. Overcliffe House DS0000023991.V358960.R01.S.doc Version 5.2 Page 15 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19, 20. People who use the service experience excellent quality outcomes. This judgement was made using a range of evidence including a visit to the service. Residents receive excellent physical, emotional and personal support. They are protected by good procedures for administering medicines. EVIDENCE: Medication administration and storage is carefully carried out. Each of the adjoining premises has their own storage and recording facilities. A senior support worker is responsible for regularly auditing the way procedures are followed. Where medication errors might have occurred there are procedures in place to address the effects on clients and to learn from such events. Members of staff referred to the training and training updates they receive at the NAS training centre. Residents receive excellent support in gaining access to health services including consultant psychiatry services. The traffic light type assessment cards they bring with them to hospital appointments are kept up to date. According to staff, the listing of all pertinent medical conditions and behaviours that might influence the progress of appointments is a useful procedure. The Overcliffe House DS0000023991.V358960.R01.S.doc Version 5.2 Page 16 annual lifestyle and health assessments serve to monitor the changing needs of residents. The support needs of residents are identified and carefully recorded in individual care plans. The personal support needs of clients in one house are regarded as somewhat less that those in the adjoining house. Overcliffe House DS0000023991.V358960.R01.S.doc Version 5.2 Page 17 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 22, 23. People who use the service experience good quality outcomes. This judgement was made using a range of evidence including a visit to the service. Residents are protected from abuse and members of staff have the knowledge and skills to understand what they want and need. EVIDENCE: The recruitment procedure including POVA and CRB checks help to protect residents. This includes taking up new checks every 3 years for all staff. During induction and at other times for staff, the training manager organises training in issues relevant to the protection of vulnerable people. Members of staff understand the procedures operated by local authorities (Safeguarding Adults) and they are aware of the implications of referrals to the Dept of health’s POVA manager where dismissals or suspensions take place. The home has a complaint’s procedure and we believe staff and visitors/advocates are aware of it. We have received no complaints about the service in the past year. All members of staff receive specialist training in working with people when their behaviours change. This is regularly updated at the NAS training centre. Overcliffe House DS0000023991.V358960.R01.S.doc Version 5.2 Page 18 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 24, 25, 27, 30. People who use the service experience good quality outcomes. This judgement was made using a range of evidence including a visit to the service. The premises are suitable for the support of residents. EVIDENCE: The residential premises are suitable for the support of residents. Two groups of 6 people are able to live in relatively close proximity whilst having separate communal facilities (kitchens, laundry rooms, dining rooms, lounges). General redecoration of communal areas and some bedrooms (incorporating carpet and wall colours known to be beneficial to people with autism) is desirable and the manager is aware of this. Safety concerns relating to a damaged fire door (of a boiler cupboard) and a damaged hatch door on a kitchen floor need attention. Improvements to the premises have been carried out or are underway (sensory garden, replacement canopy at the rear, new door locks as requested by fire safety services, provision of alcohol gel containers at key locations, Overcliffe House DS0000023991.V358960.R01.S.doc Version 5.2 Page 19 bathroom converted to wet-room). Hyde Housing Association is replacing both kitchens in 2008 as part of their undertaking to maintain the premises properly. Resident’s bedrooms do not have call alarms or wash hand-basins. NAS believe that this is in the best interests of residents given the nature of their predominant disability. There are sufficient communal bathrooms and one bathroom is being converted to a wet-room during 2008. A domestic worker cleans communal areas but not resident’s bedrooms during weekdays. At weekends, support workers do this work. Overcliffe House DS0000023991.V358960.R01.S.doc Version 5.2 Page 20 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31,32, 34, 35. People who use the service experience excellent quality outcomes. This judgement was made using a range of evidence including a visit to the service. Residents are in the care of members of staff that are well supported by the company. EVIDENCE: According to staff files seen at Kent Services and information contained in the company’s HR/management database, all recruitment checks are carried out before a new member of staff is employed. The registered managers of each residential home play an important part in maintaining this system. CRB and POVA checks are taken up every 3 years for all staff. It is a matter for the registered manager to decide if two support workers (asleep) can meet the needs of residents at night. There are indications that the needs of residents might need the surveillance and attention of staff that are awake. We expect this aspect of support to be addressed in the new AQAA (annual quality assurance assessment). Staffing levels during the day and evening are relatively low. There were no residents at the premises during the later morning and afternoon as they were at the Kent Services centre or another onward location. In the evening as they returned from their activities, Overcliffe House DS0000023991.V358960.R01.S.doc Version 5.2 Page 21 residents were focussed on their various routines and there was overall order and calm. It is possible that the exceptional skills and knowledge of support workers on duty enables good support to be provided by low numbers of staff. This is likely to be an outcome of the high standards of the training centre, management standards and expectations and specialist experience of staff. The City & Guilds accredited training centre enables managers, senior support workers and support workers to achieve NVQ levels 2, 3 and 4 in Care and Management. Members of staff also receive personal development in the areas considered essential and desirable in meeting the needs of the client groups at the 3 residential homes. SCIP training has been replaced by an alternative method. The manager is confident that all support workers and day centre staff receive the necessary initial and on-going support to work confidently and professionally with residents who have different levels of support needs. Training objectives and other staff needs are discussed and agreed formally during supervision arrangements. Overcliffe House DS0000023991.V358960.R01.S.doc Version 5.2 Page 22 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. Service users’ rights and best interests are safeguarded by the home’s record keeping policies and procedures. The health, safety and welfare of service users are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 37, 39, 42. People who use the service experience good quality outcomes. This judgement was made using a range of evidence including a visit to the service. Residents live in an environment that is well managed. EVIDENCE: The manager, Carolyn Jerram, has experience over the past 2 years managing this residential service. She is currently completing NVQ Level 4 in Care and Management within the NAS training centre at Gravesend. Examples of portfolios seen during this inspection visit indicate that the training manager requires a high level of competence to be demonstrated before candidate’s work is forwarded for moderation by City & Guilds. The manager has a clear understanding of the key principles and focus of the specialist service based on organisational values and priorities. Overcliffe House DS0000023991.V358960.R01.S.doc Version 5.2 Page 23 There are no significant weaknesses in areas relating to health and safety issues or management. The key national minimum standards under this outcome heading are generally met but there may be some areas of improvement that we are confident the manager can meet. For example, we expect a comprehensive AQAA to be submitted that includes declarations about all relevant safety issues pertaining to safety checks and associated certificates. This needs to include declarations in respect of safety issues referred to in this report. We are confident that the operational arrangements directed from the Kent Services premises enables managers of the 3 residential services to be competent in delivering effective financial planning and budgetary control. Meetings with two managers of residential services indicate that they work to continuously improve services. They help to provide a high quality of life for residents with a strong focus on meeting the needs of people with autism as required by NAS corporate objectives. The manager encourages staff to follow the policies and procedures of the Society and has streamlined the more important ones on recent months. This improvement is continuing. The staff team are positive in translating policy into practice. There is evidence of organisational monitoring by the corporate provider, for example, managers of other residential homes run by NAS conduct reviews of services in Gravesend and vice versa. Carolyn Jerram has revised the risk assessment procedure and these are taken into account in planning the care and routines at the premises. People are supported to manage their own money where possible (where this is not possible there is a clear reason why). Overcliffe House DS0000023991.V358960.R01.S.doc Version 5.2 Page 24 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 x 2 4 3 4 4 x 5 x INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 3 ENVIRONMENT Standard No Score 24 3 25 3 26 x 27 3 28 x 29 x 30 3 STAFFING Standard No Score 31 3 32 4 33 x 34 4 35 4 36 x CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 4 x 4 x LIFESTYLES Standard No Score 11 4 12 4 13 4 14 4 15 4 16 4 17 4 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 4 4 3 x 3 x 3 x x 3 x Overcliffe House DS0000023991.V358960.R01.S.doc Version 5.2 Page 25 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations Overcliffe House DS0000023991.V358960.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Maidstone Office The Oast Hermitage Court Hermitage Lane Maidstone ME16 9NT National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Overcliffe House DS0000023991.V358960.R01.S.doc Version 5.2 Page 27 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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