Inspection on 15/08/06 for 102 Long Catlis Road

This inspection was carried out on 15th August 2006.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Adequate. The way we rate inspection reports is consistent for all houses, though please be aware that this may be different from an official CSCI judgement.

The inspector found there to be outstanding requirements from the previous inspection report. These are things the inspector asked to be changed, but found they had not done. The inspector also made 18 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

102 Long Catlis Road 07/10/08

102 Long Catlis Road 08/10/07

102 Long Catlis Road 18/10/05

102 Long Catlis Road 11/08/05

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Extracts from inspection reports are licensed from CQC, this page was updated on 08/07/2008.

CARE HOME ADULTS 18-65 102 Long Catlis Road 102 Long Catlis Road Gillingham Kent ME5 8LF Lead Inspector Jo Griffiths Unannounced Inspection 15 August 2006 12:30 102 Long Catlis Road DS0000064411.V301805.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 102 Long Catlis Road DS0000064411.V301805.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. 102 Long Catlis Road DS0000064411.V301805.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service 102 Long Catlis Road Address 102 Long Catlis Road Gillingham Kent ME5 8LF 01622 769100 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) MCCH Society Limited Care Home 4 Category(ies) of Learning disability (2), Learning disability over registration, with number 65 years of age (2) of places 102 Long Catlis Road DS0000064411.V301805.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 18 October 2005 Brief Description of the Service: 102 Long Catlis Road is a small residential home, which provides care and accommodation for three people with a physical and learning disability. It is one of a number of homes managed by MCCH Ltd. Twenty-four hour care is provided and members of staff have support and training as part of a larger organisation. The premises are in a residential suburb of Gillingham and local facilities are within walking distance, as is access to a bus route. On street parking is available. The garage of the premises has been converted to provide a range of living and storage space. The fees for this service are £1312.00 per week. 102 Long Catlis Road DS0000064411.V301805.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This key inspection was unannounced. The inspector visited the home on 15th August 2006 between 12.30pm and 4.00pm. The Manager was at the home. The Inspector spoke with the Manager, some staff and residents. For this summary the service users have been referred to as the residents of the home for ease of reading. One comment card was received from a relative who was happy with the care provided. Service users were unable to share their views of the home but were observed to be relaxed and happy. What the service does well: What has improved since the last inspection? What they could do better: 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. 102 Long Catlis Road DS0000064411.V301805.R01.S.doc Version 5.2 Page 6 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 102 Long Catlis Road DS0000064411.V301805.R01.S.doc Version 5.2 Page 7 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 1, 2, 5 Sufficient information is not provided to service users or prospective service users about the home. Service users needs are assessed but have not been kept under review. Service users have a contract for their care. The overall outcome in this area is adequate. This judgement has been made from evidence gathered during the inspection, which included a site visit. EVIDENCE: The Statement of Purpose and Service User Guide have not yet been produced. The Manager is working on these and said they will be ready soon. There have been no new service users to the home. The 3 service users at the home have lived there for some time. They have had their needs assessed in the past and these needs must be reviewed as part of the new care plans the Manager is introducing. All service users have been issued with a contract outlining the terms and conditions of their stay at the home. 102 Long Catlis Road DS0000064411.V301805.R01.S.doc Version 5.2 Page 8 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7, 9 Service users do not have an up to date individual plan to meet their needs. Service users are not being fully supported to make decisions and take control of their lives. Service users are supported to take risks but risk assessments are not yet available for staff to follow. The overall outcome in this area is poor. This judgement has been made from evidence gathered during the inspection, which included a site visit. EVIDENCE: Service users have an individual plan but these are out of date. New plans are being introduced, but are in the early stages. The work that has been done so far was seen. The new plans are more user friendly. The Manager was advised that more detail should be included in the plans to help staff provide consistent care. Some examples were given to the Manager. There must be clear dates on the new plans of when they are written and when they are reviewed. 102 Long Catlis Road DS0000064411.V301805.R01.S.doc Version 5.2 Page 9 Person centred planning is not being used with service users to help them make decisions in their lives. The Manager said some training for staff in this area is planned. Individual plans do not identify how service users make decisions and have not been written with the involvement of service users. Service users are supported to take part in activities that involve some risk, for example swimming. Risk assessments are being reviewed by the Manager and therefore were not available to inspect at the visit. These must be completed and included in the individual plan as soon as possible. 102 Long Catlis Road DS0000064411.V301805.R01.S.doc Version 5.2 Page 10 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 15, 16 Service users have some opportunities for activities but these are frequently limited by staffing numbers. Service users can receive visitors to the home but the home does not have the facilities to see them privately. Service users are generally supported to exercise their rights. There were some issues where rights are restricted that the Manager is reviewing. The overall outcome in this area is adequate. This judgement has been made from evidence gathered during the inspection, which included a site visit. EVIDENCE: Service users take part in some activities, but these are not consistent. Review notes for one service user identified a need to increase levels of activity. Staffing levels do not support service users to take part in activities within their local community, particularly at weekends. This is because one service user requires two staff to support him. However, on the day of the visit all 102 Long Catlis Road DS0000064411.V301805.R01.S.doc Version 5.2 Page 11 service users went out at some point as there were 3 staff on duty. 2 went for lunch and another out for coffee. Service users can receive visitors to them home when they choose. There is not a visitor’s room and service users bedrooms do not have 2 chairs to accommodate visitors. The Manager should consider how service users could receive visitors in private if they wished to. Service users rights to make some choices within their day are respected. For example, what to eat, what to wear, whether to go out etc. Service users rights could be further explored when Person centred planning is introduced. One service users right to have his clothes kept in his bedroom is restricted as he has unsettled sleep at night and will empty his chest of drawers and throw the drawers causing a risk of injury. Staff report that this has been an ongoing problem for a number of years. There was no reference to this in his individual plan and no recorded involvement of behavioural therapists. The Manager is advised to seek specialist advice to help the service user with this issue with the intention of allowing him to retain his belongings safely in his room. The Manager was advised to contact the Medway learning Disability Team for support. 102 Long Catlis Road DS0000064411.V301805.R01.S.doc Version 5.2 Page 12 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19, 20, 21 Service users have their personal needs met, but these needs have not been kept under review in the plan. Service users health needs are met. Service users are protected by safe procedures for administering medication. Service users needs and wishes as they age have not been identified. The overall outcome in this area is adequate. This judgement has been made from evidence gathered during the inspection, which included a site visit. EVIDENCE: Service users personal care needs are included in their individual plan. These need to be reviewed and expanded upon to ensure staff have the correct information to support service users. This is particularly important as the home uses some agency staff. Service users health needs are met by the Primary Care Team. Records of health interventions are kept. 102 Long Catlis Road DS0000064411.V301805.R01.S.doc Version 5.2 Page 13 All staff have received training in medication now or are booked to attend. PRN medication has been stored in a separate cupboard away from regular medication. This storage is not ideal as it is a standard cupboard in the home. However, it does have an appropriate lock on it. The Manager must review the procedure for holding the keys in the home. Currently these are left on a hook in the hallway where they could be accessed by anyone coming into the home. Sample signatures have been included for all staff in the medication file. The wishes of service users and their relatives as the service users age have not been established yet. These should be addressed sensitively and included in the individual plan. 102 Long Catlis Road DS0000064411.V301805.R01.S.doc Version 5.2 Page 14 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 22, 23 Service users are supported to make a complaint if they need to. Service users are protected from abuse. The overall outcome in this area is adequate. This judgement has been made from evidence gathered during the inspection, which included a site visit. EVIDENCE: The home has a complaints procedure. This has not been provided to service users as the Service User Guide is not yet available. There have been no complaints received in respect of this home. Staff have attended training in adult protection or have this planned. The new Manager is a trainer in adult protection and as such has a good understanding of the issues and current policies. 102 Long Catlis Road DS0000064411.V301805.R01.S.doc Version 5.2 Page 15 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 24, 25, 26, 27, 28, 30 Service users do not live in a safe and comfortable home. Service users bedrooms suit their needs but do not promote independence. Service users do not have access to sufficient bathroom facilities that meet their needs. Service users have sufficient shared space but would benefit from better access to the garden. Service users are at risk from cross infection within the home. The overall outcome in this area is poor. This judgement has been made from evidence gathered during the inspection, which included a site visit. EVIDENCE: The lounge has been redecorated to provide a more homely environment. Hard flooring is fitted throughout the communal areas due to one service user’s behavioural issues with continence. This is a shame as it causes an echo in the home and does not feel comfortable for the other service users. The Manager 102 Long Catlis Road DS0000064411.V301805.R01.S.doc Version 5.2 Page 16 said that all areas had been explored with this service user and that a continence assessment had been completed. The Manager should review all the input received regarding this issue and seek further advice from relevant specialists if needed as this restricts the right of other service users to have carpet in their lounge. The Hallway has still not been decorated. This looks very shabby. The Manager has ordered some new furniture for the lounge and a new dining table. The garden is well maintained and pleasant for service users to use. Service users in wheelchairs need support from staff to access the garden due to a lip on the doorframe. There are no service users that could self propel their wheelchair but it remains a requirement as some service users have mobility difficulties and could trip. The kitchen is kept clean and is homely. The Manager said one service user has shown an interest in the kitchen and she hopes to develop this within the individual plan for that person. The laundry room has a new sluice washing machine. The floor has not been replaced with impermeable flooring. The fridge freezer is stored in the laundry room where soiled laundry is managed. This must be relocated to avoid cross infection risks. Clinical waste is being disposed of in domestic waste bins. A proper clinical waste contract must be arranged. The redundant shower in the upstairs bathroom has been removed. There is a bath available upstairs and a large accessible shower room downstairs. There is also an additional toilet downstairs. The flooring in the downstairs toilet and upstairs bathroom has still not been replaced. There is a strong odour of urine and the flooring has lifted. This is a serious infection control risk and trip hazard, besides being very unpleasant for service users to use. A requirement was made for this to be rectified in the report of 11/08/05 and the report of 18/10/05. An action plan must be provided for when this will be completed. Further enforcement action will be considered if this requirement is not met by the date stated in the requirement section of this report. There is not sufficient hot water for service users. SWALE heating have assessed the problem and recommended a new hot water tank to resolve the issue. This has not been ordered yet. Service users bedrooms have been personalised with the exception of one service user. This person has unsettled nights and staff feel this is due to the distraction of belongings in his room. This has been discussed under standard 16 and the Manager is advised to seek further advice. Service users do not have locks on their bedroom doors as it is felt they could not use them. Service users bedrooms are adequate in size. 102 Long Catlis Road DS0000064411.V301805.R01.S.doc Version 5.2 Page 17 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 32, 33, 35 Service users are supported by qualified staff. Service users are not supported by sufficient numbers of staff to meet their needs. Service users are supported by trained staff. The overall outcome in this area is adequate. This judgement has been made from evidence gathered during the inspection, which included a site visit. EVIDENCE: Standard 34 has not been assessed. This will be assessed by the CSCI Provider Relationship Manager linked to MCCH later this year. A summary of the findings will be included in the next inspection report. All staff have completed an NVQ to level 2 or above. This is very positive for service users. Staff have completed most statutory training courses. More training has been booked for this year to ensure all staff receive updates in important areas of health and safety and adult protection. Staff spoken with said that they had attended a number of courses this year. 102 Long Catlis Road DS0000064411.V301805.R01.S.doc Version 5.2 Page 18 The home does not employ sufficient numbers of staff to meet the assessed needs of service users. One service user requires 2 staff to go out, but on most days there are only 2 staff on duty and this includes the Manager. The home uses agency staff on a regular basis. 102 Long Catlis Road DS0000064411.V301805.R01.S.doc Version 5.2 Page 19 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 37, 39, 42 Service users are supported by a competent Manager, but will benefit further when she has been assessed as fit to be registered. Service users are not consulted on their views of the home. There are some risks to service users welfare within the home. The overall outcome in this area is poor. This judgement has been made from evidence gathered during the inspection, which included a site visit. EVIDENCE: The Manager is experienced to manage the home but is not yet registered. This standard will be assessed as met once registration has been approved. There is not a quality assurance policy for the home. Regulation 26 visits are taking place. There is a new system for gathering views of service users but 102 Long Catlis Road DS0000064411.V301805.R01.S.doc Version 5.2 Page 20 the Manager is trying to adapt this to the home. The Manager must ensure that any methods used to gather service users views are appropriate to their needs. There are several issues of health and safety concern about the environment as listed under standards 24-30. These must be addressed as a priority. Risk assessments for service users activities must be completed and included in the individual plan. 102 Long Catlis Road DS0000064411.V301805.R01.S.doc Version 5.2 Page 21 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 1 2 2 3 x 4 x 5 3 INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 2 23 3 ENVIRONMENT Standard No Score 24 1 25 3 26 2 27 1 28 2 29 x 30 1 STAFFING Standard No Score 31 x 32 4 33 1 34 x 35 3 36 x CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 1 2 x 1 x LIFESTYLES Standard No Score 11 x 12 2 13 2 14 x 15 2 16 2 17 x PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 2 3 2 2 2 x 2 x x 1 2 102 Long Catlis Road DS0000064411.V301805.R01.S.doc Version 5.2 Page 22 Yes Are there any outstanding requirements from the last inspection? 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. 1. Standard YA33 Regulation 18(1a) Requirement The registered person shall, having regard to the size of the care home ensure that at all times suitably qualified, competent and experienced persons are working at the care home in such numbers as are appropriate for the health and welfare of the residents. In that, sufficient staff must be on duty to ensure service users can go out. Where service users are assessed as needing 2:1 support this must be provided. This has not been completed following the last 2 inspections. 2. YA24 23(2)(d) The registered person shall ensure that all parts of the home are kept clean and reasonably decorated. In that, the hallway must be decorated and flooring must be renewed in the 102 Long Catlis Road DS0000064411.V301805.R01.S.doc Version 5.2 Page 23 Timescale for action 31/10/06 30/09/06 bathrooms. This has not been completed following the last 2 inspections. Further action will be taken if this requirement is not met. 3. YA24 23(2)(a) The registered person shall ensure that the premises used meet the needs of the residents. In that, access to the rear garden is provided for wheelchair users. This has not been completed following the last 2 inspections. The registered person shall compile in relation to the care home a written statement which includes all information as listed in this regulation and is relevant to the home. In that, a Statement of Purpose and Service User Guide must be provided. This has not been completed following the last inspection. 5. YA2 14(2a) The registered person shall 30/09/06 ensure that the assessment of the service user’s needs is kept under review. Unless it is impracticable to carry 30/09/06 out such consultation, the registered person shall, after consultation with the service user, or a representative of his, prepare a written plan (“the service user’s plan”) as to how the service user’s needs in respect of his health and welfare are to be met. DS0000064411.V301805.R01.S.doc Version 5.2 Page 24 31/10/06 4. YA1 4 and 5 30/09/06 6. YA6 YA18 15(1) 102 Long Catlis Road 7. YA9 13(4b) In that, service users must have a plan that meets their needs and is kept under review. The plan must detail how their personal care needs will be met. The registered person shall ensure that any activities in which service users participate are so far as reasonably practicable free from avoidable risks; 30/09/06 8. YA20 YA42 13(2) In that, risk assessments must be available for staff to follow. The registered person shall make 01/09/06 arrangements for the recording, handling, safekeeping, safe administration and disposal of medicines received into the care home. In that, safe procedures for holding the keys to the medication cupboard must be developed. The registered person shall having regard to the size of the care home and the number and needs of service users provide in rooms occupied by service users adequate furniture, bedding and other furnishings, including curtains and floor coverings, and equipment suitable to the needs of service users and screens where necessary. In that, the Manager must demonstrate that all avenues have been explored with regard to the service user who requires hard flooring in the lounge. This is because it restricts the rights of other service users to have carpet. 9. YA24 YA16 16(2) 31/10/06 102 Long Catlis Road DS0000064411.V301805.R01.S.doc Version 5.2 Page 25 10. YA27 23(2j) The registered person shall 30/09/06 having regard to the number and needs of the service users ensure that there are provided at appropriate places in the premises sufficient numbers of lavatories, and of wash-basins, baths and showers fitted with a hot and cold water supply. In that, the water tank should be replaced as recommended by the heating engineer. The registered person shall having regard to the size of the care home and the number and needs of service users after consultation with the environmental health authority, make suitable arrangements for maintaining satisfactory standards of hygiene in the care home. In that, food must not be stored in an area where laundry is managed. The laundry floor must be impermeable. The registered person shall having regard to the size of the care home and the number and needs of service users keep the care home free from offensive odours and make suitable arrangements for the disposal of general and clinical waste. The registered person shall establish and maintain a system for evaluating the quality of the services provided at the care home. In that, a policy for quality monitoring of the home must be developed. 11. YA30 YA42 16(2j) 30/09/06 12 YA30 YA42 16(2k) 30/09/06 13 YA39 24(1) 31/10/06 102 Long Catlis Road DS0000064411.V301805.R01.S.doc Version 5.2 Page 26 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. 2. Refer to Standard YA13 YA16 Good Practice Recommendations It is recommended that the activities available to service users are reviewed to ensure they are sufficiently occupied during the day, particularly at weekends. It is strongly recommended that specialist support be sought for the service user who is at risk from having furniture in his bedroom other than his bed. Support should be sought to identify the issues. It is recommended that a user friendly version of the complaints procedure be included in the Service User Guide and provided to service users. It is recommended that Person centred planning be used to help service users make decisions in their lives. It is recommended that private space be made available for visitors if service users wish to receive them in private. It is recommended that service users wishes as they age be sensitively established and recorded on the plan. 3. 4. 5. 6. YA22 YA7 YA15 YA21 102 Long Catlis Road DS0000064411.V301805.R01.S.doc Version 5.2 Page 27 Commission for Social Care Inspection Maidstone Local Office The Oast Hermitage Court Hermitage Lane Maidstone ME16 9NT National Enquiry Line: 0845 015 0120 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 102 Long Catlis Road DS0000064411.V301805.R01.S.doc Version 5.2 Page 28 - 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. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!