Inspection on 16/05/05 for 137a Tentelow Lane

This inspection was carried out on 16th May 2005.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Good. 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 but made no statutory requirements on the home.

Other inspections for this house

137a Tentelow Lane 10/07/07

137a Tentelow Lane 22/01/07

137a Tentelow Lane 05/12/05

137a Tentelow Lane 16/12/04

137a Tentelow Lane 13/07/04

137a Tentelow Lane 09/09/03

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Ashlong House

Norbury Crescent (30)

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Chatsworth Care - Dawson House

Cowden Road, 52 - 54

Chatsworth Care - Tudor Lodge

Foxley Lane (121a)

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

CARE HOME ADULTS 18-65 137a Tentelow Lane Norwood Green Southall Middlesex UB2 4LW Lead Inspector Sarah Middleton Unannounced 16 May 2005 9.15 AM 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 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 Stationary 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. 137a Tentelow Lane Version 1.10 Page 3 SERVICE INFORMATION Name of service 137a Tentelow lane Address Norwood Green, Southall, Middlesex UB2 4LW Telephone number Fax number Email address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) 0208 893 6634 0208 893 6634 Milbury Care Services Limited Care Home 4 Category(ies) of Learning Disability (0), Sensory Impairment (0) registration, with number of places 137a Tentelow Lane Version 1.10 Page 4 SERVICE INFORMATION Conditions of registration: Yes That the named service user who is registered blind can remain in the home so long as the home is able to meet the service users assessed needs and care plan. The establishment must inform CSCI when the service user no longer resides at the home. Date of last inspection 16/12/04 & 7/1/05 Brief Description of the Service: 137a Tentelow Lane is a home for four female service users with learning disabilities. One has a hearing and sensory impairment, in addition to a learning disability. The owner and care provider is Milbury Care Services. The home is a four bedroomed, semi-detached house, located on a busy road between Southall and Hounslow. There are local shops nearby and Southall, Ealing and Hounslow shopping centres can be accessed by car. There is a car and a larger people carrier for the house as there are no trains or bus routes close by. The adjoining house (137b) is for four male service users, whose Registered Manager is currently the Acting Manager of 137a Tentelow Lane. 137a has four single bedrooms. One is on the ground floor and has its own shower. There is a shared toilet nearby. One first floor bedroom is en-suite, with its own bath. The two further bedrooms on the first floor share a bathroom and toilet. The office and sleeping in room for staff is located on the first floor. The lounge, dining room, kitchen and laundry room are located on the ground floor. There is a rear garden which is mostly lawn with a patio area. There is parking at the front of the property for both houses. There is a joint staff team for 137a and 137b Tentelow lane, and staff alternate between the two houses. 137a is staffed twenty four hours a day. 137a Tentelow Lane Version 1.10 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This was an unannounced inspection carried out as part of the regulatory process. A total of just over five hours, 9.15am-2.25pm was spent on the inspection process. The Inspector carried out a full tour of the home and inspected service user care plans, staff files and maintenance records. Four service users and three staff were spoken with as part of the inspection process. It must be noted that it is sometimes difficult to ascertain the views of service users with learning disabilities. It must also be noted that there are similarities in this inspection report as there are in the report for the adjoining residential care home, 137b Tentelow Lane. Much of the documentation is the same, as there is a joint staff team and the same organisation owns both of the homes, therefore policies and procedures will be the same for both homes. The home had met all but one of the previous requirements set and had two new requirements made during this inspection. The Manager Designate had applied several months ago to become the Registered Manager for 137a Tentelow Lane he is waiting to hear when this will be processed. What the service does well: The home has a strong staff team that are working in the interests of the service users. The home offers a variety of learning and stimulating opportunities for service users. Management is supportive and staff are offered ongoing training to develop new skills and knowledge. Service users feedback indicated that staff are caring and approachable. 137a Tentelow Lane Version 1.10 Page 6 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 full report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. 137a Tentelow Lane Version 1.10 Page 7 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 Standards Statutory Requirements Identified During the Inspection 137a Tentelow Lane Version 1.10 Page 8 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 standard(s) 2, 4 & 5 Service users are provided with information about the home and all service users have a written agreement. Future prospective service users will be assessed prior to admission to ensure the home can meet the needs of the service user. The home must seek guidance from an Occupational Therapist to ensure the home is meeting the needs of the service user with a sensory impairment. Prospective service users and their representatives would be encouraged to visit the home in order to make an informed choice. EVIDENCE: Two of the four service users have lived in the home for ten years, it is not clear if they visited the home before they moved in. Details of their admission were not available in their current care plans. The other two service users were emergency admissions. The home had little time to prepare for these service users, although one family member did visit the home prior to their sister living there. 137a Tentelow Lane Version 1.10 Page 9 The Manager Designate has now addressed the admission procedures and the home has more robust systems in place to fully assess a prospective service user and receive details from external professionals on the assessed needs of the service user. Several months ago the home requested a referral to the local Occupational Therapist to assess the home and to identify if there were any adaptations needed to provide a safe environment for the service user who has a sensory impairment. This has not been carried and the Manager Designate said they would ascertain when the assessment would take place. Where possible the prospective service user or their representatives would be encouraged to visit the home prior to admission. All four service users have a Service Users Agreement signed, where possible, by the service user. One was not at the home, as the Manager Designate is waiting for the family member to sign the agreement. The agreements gave details of the home and services and support the service user can expect when they move in. 137a Tentelow Lane Version 1.10 Page 10 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 standard(s) 6, 7, 8 & 9 The health and personal care needs of service users had been identified and were being met. The content of care plans were detailed, although the home needs to consider how to involve service users when devising and reviewing the care plans to ensure their opinions are noted. Risk assessments were detailed and sought to address the balance of safety against personal choices service users made. EVIDENCE: Individual care plans were available and all four were viewed. These were detailed in all areas of a service users life. For example health appointments were noted, details of personal support required and areas where self esteem and confidence could be encouraged and boosted. There was little evidence that service users had been a part of devising the care plans, although they were present during individual planning reviews, which looked at their needs and any goals, or objectives they wanted to be set. Procedures were in place for service users who displayed particular behaviours that could challenge those working and living in the home. 137a Tentelow Lane Version 1.10 Page 11 In the care plans there were details of abilities of service users and where they needed encouragement and assistance. One service user spoken with said they were able to go out and work a few hours, although they needed to be taken to the place of work, as they could not go independently. They said they had choices and were encouraged to make decisions for themselves. Service users have meetings as a group once a week and meet individually with their keyworker once a month. This enables them to take part in decisions made about the home and their individual lives. Minutes were seen of both of these meetings. Risk assessments were present in their care plans and demonstrated the homes regular review of the possible risks service users face living in the community. The home encourages as much independence as possible, assisting service users to develop new skills and build confidence in what they want to do, both inside the home and outside. 137a Tentelow Lane Version 1.10 Page 12 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 standard(s) 11, 12, 13, 14, 15, 16 & 17 Service users are encouraged to take part in a variety of activities both within and outside of the home. Choices and abilities are acknowledged and activities are flexible. Service users engage in local facilities, accessing many resources with the assistance of staff. Rights and independence is promoted throughout the home, offering service users the opportunity to develop new skills. Service users choose participate in planning the weekly menu and take part in food shopping and preparing meals, which encourages active participation in the home. EVIDENCE: One service user attends many groups, college courses and is encouraged to develop independent skills. The aim with all the service users is to build their confidence to make decisions and acquire new skills. 137a Tentelow Lane Version 1.10 Page 13 All service users have the opportunity to attend the local temple or church. This is offered on a regular basis and service users choose when they want to attend. Each service user has a varied daily programme of activities on offer for them. One service user works a few hours cleaning and is assisted to do this through being escorted to the workplace. In addition one evening a week they attend a literacy course. Other service users attend a local College learning about computers. Another service user, who is older, prefers more relaxed activities, spending time walking and assisting with shopping for the house. Service users attend various local groups and community resources, for example, the local pub and shops. The home has its own transport, but where possible service users are encouraged to access public transport, however this is not close by to the home. All four service users take part in a variety of leisure activities. For example one service user asked to go horse riding and this has been arranged and is due to start soon. Each week they attend swimming and/or use the Jacuzzi. In addition day trips are organised and holidays for those wanting to go away for a few days. Contact with family or friends is encouraged by the home. Some service users visit or stay with their family members, others have contact mainly by the telephone. Staff were seen to be courteous towards service users and interacted positively with them. Service users can have a key to their bedrooms to promote privacy for them. One service user smokes outside in the garden they stated they were happy with this arrangement. Menus were available and reflected choice and variety. Service users assist in preparing meals. 137a Tentelow Lane Version 1.10 Page 14 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 standard(s) 18, 19 & 20 Service users receive personal care through staff being aware of each service users abilities and needs. This is carried out in a sensitive manner in order to respect their privacy and dignity. Health needs are identified and met, although the home as yet to hear from the local Occupational Therapist to assess a service user. Robust medications systems are in place which ensures the health and welfare of the service users is a priority in the home. EVIDENCE: Some of the service users require prompts and supervision in areas of personal care. The level of support and assistance is recorded on each individual care plan. Service users said times for getting in/out of bed are flexible. Each service user has a keyworker whom they meet monthly to discuss any issues, minutes from these meetings were viewed. Service users access all the appropriate health care professionals needed to monitor their health needs; for example, optician, Chiropodist and Psychiatrist appointments are regularly attended and recorded in their care plans. 137a Tentelow Lane Version 1.10 Page 15 One service user is waiting for a full Occupational Therapist assessment to establish if the home has al the necessary equipment to fully support them around the house. Medication systems were in place and recorded correctly. One signature was missing at the start of the inspection from the day before; the appropriate staff member rectified this later in the day. No service users self medicate. Staff attend medication training from external professionals and by the Manager Designate. 137a Tentelow Lane Version 1.10 Page 16 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 standard(s) 22 & 23 The home has clear complaints procedures and service users were aware and confident their complaints would be listened to and acted upon. Systems were in place for the protection of vulnerable adults. There had been two complaints within the last twelve months and one, had been investigated by external management from the organisation. The outcome of this complaint was not accessible in the home. This needs to be available to ensure appropriate action has been taken by the investigator. EVIDENCE: The home has developed a complaints procedure in a format more suitable to meet the needs of the service users. The Manager Designate said service users were aware of the new procedure however this procedure should be more visible within the home. Service users spoken with were aware of whom to complain to if they were unhappy about something. Two complaints were viewed, one had been clearly resolved and one had been investigated by an external manager. The Manager Designate stated it had been resolved, however the outcome was not noted in the home’s documentation. The Manager Designate would address this with their line manager. The home has a policy and procedure in place for the protection of vulnerable adults (POVA) that dovetails with the local authorities documentation. Staff spoken with were aware of the procedure in the event of a POVA incident. 137a Tentelow Lane Version 1.10 Page 17 The Registered Provider has also produced a guide for service users if they are at risk of being abused or witness a suspected POVA incident; this was also in various languages. 137a Tentelow Lane Version 1.10 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 24, 25, 26, 27, 28, 29 & 30 The home is a pleasant environment for service users. It is maintained well with assistance from both staff and service users. Service users bedrooms are personalised and provide privacy when they desire time alone. There is still an outstanding issue with regards to the Occupational Therapist referral. This has not occurred and the Manager Designate will need to follow this up in order to ensure they have sought the advice of a relevant professional to maximise the service users independence and promoted their safety. EVIDENCE: A tour of the home was carried out and rooms were viewed. These were being satisfactorily maintained. The home was bright, clean and tidy on the day of the inspection. Service users with staff support clean the house. Furnishings and fittings are of good quality. Laundry facilities are in a separate room and were clean and tidy. 137a Tentelow Lane Version 1.10 Page 19 There is a large lounge, which leads onto the rear garden and a separate dining room. The kitchen is locked but there is a detailed risk assessment outlining the reasons why this is locked, and that this should be opened for service users to access something from the kitchen upon request. There is adequate space for service users to spend time together or time alone as they wish. There are sufficient numbers of toilets and bathrooms to meet the needs of the service users. These were clean and free from hazards on the day of the inspection. Each service users bedroom have personal belongings in them and adequate furniture to store all their items. Bedrooms are lockable if they want privacy, this could be noted on their care plans to ensure privacy and choice is upheld within the home. As noted earlier, the home has added additional equipment in the home to support the service user with sensory impairments. An additional banister was added along the walls leading up the stairs as the service user requested a bedroom on the first floor. There is also a monitor in their bedrooms for them to call for assistance when coming down the stairs or for any other reason. This referral must be followed up by the Manager Designate, to the relevant professional, as this is outstanding from the previous inspection. This particular service user has lived in the home for almost a year and the home has attempted to minimise any potential risks. 137a Tentelow Lane Version 1.10 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 35 the key standard to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 31, 32, 33, 34, 35 & 36 There is continuity of care offered to the service users through a stable staff team. The systems for recruitment were robust and safeguarded service users. Provision for ongoing training is adequate, although the Manager Designate must be clear with staff what level of NVQ course they are able to attend and what longer term plans can be on offer to encourage staff development. Regular supervision is offered to staff in order to offer guidance and time to reflect on practices. Through offering this staff have the time to talk through any issues and aim to work more effectively with service users. EVIDENCE: Staff are aware of their roles and responsibilities and are given job descriptions at the start of their employment. A training programme was evident in the home where all mandatory and additional relevant training is recorded to ensure the staff team are up to date and have attended all courses including refresher courses. 137a Tentelow Lane Version 1.10 Page 21 There are two members of staff on each shift and during the night there is a waking night in 137a and a sleeping in person who sleeps in 137a and covers this home and 137b. As many of the service users go out to either the local day centre or College there are sufficient numbers of staff to offer one to one support for any service users remaining at home during parts of the day. Two of the staff spoken with had worked at the home for many years. The home has not used agency staff for a long time and although there are staff vacancies these are covered by regular Milberry bank staff. Regular staff meetings take place to ensure all staff can attend. Samples of staff employment files were viewed and contained all necessary documentation. The Manager Designate had recently employed two new support workers but they had not started yet, one is still waiting for their Criminal Reference Bureau check to be processed. All staff receive an induction and can attend the Learning Disability Award Framework training as part of the process towards the NVQ training. Currently there are no staff doing NVQ level 2, although there are three members of staff completing NVQ level 3 and several have applied to study at this level. If they are not successful then the Manager Designate said they would all be encouraged to initially complete the NVQ level 2 with the longer aim for all staff to study NVQ level 3. The Manager Designate felt confidant that the staff team were experienced enough to begin at NVQ level 3. The Manager Designate must ensure that a percentage of the staff team are admitted onto an NVQ course this year to ensure they are suitably qualified to meet the needs of the service users. Staff spoken with said they receive satisfactory supervision. This is recorded and offered regularly. 137a Tentelow Lane Version 1.10 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 39, and 42 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 37, 38, 39, 40 & 42 The home is well managed and the Manager Designate has an open style of management. Meeting the needs of the service users is a priority with all staff and there is good support from management. Records and policies and procedures are in place to safeguard service users rights and best interests. The home must ensure they have a copy of annual quality assurance reviews and that are available for CSCI and service users. There are robust systems in place for servicing records that promotes the safety of service users. 137a Tentelow Lane Version 1.10 Page 23 EVIDENCE: The Manager Designate is currently completing the Registered Managers Award. He has worked in the home for approximately two years and has applied to become the Registered Manager for 137a. Staff spoken with said the management style was open and they could seek advice and guidance if they needed to. One staff member spoke about the need for the Manager Designate to inform the staff team about all aspects of the home and organisation, as they did not feel this always occurred. This was brought to the attention of the Manager Designate. The Manager Designate said there had been a quality assurance audit carried out in January 2005, however they did not have a copy of the report in the home. Areas that are positive and areas that need improving within the home must be made known to all concerned so that the running of the home is transparent and reviewed regularly. Relevant policies and procedures were in place and up to date. Servicing records were viewed at random. Fire equipment had been serviced and checked, as was the water temperatures and emergency lighting. The home has a clear procedure for weekly testing the fire alarm system and recording in detail fire drills that take place. Staff have attended training on Health and Safety issues and using fire equipment. 137a Tentelow Lane Version 1.10 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. Where there is no score against a standard it has not been looked at during this inspection. 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 CONCERNS AND COMPLAINTS Standard No 1 2 3 4 5 Score x 3 2 3 3 Standard No 22 23 ENVIRONMENT Score 3 3 INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 LIFESTYLES Score 2 3 3 3 x Score Standard No 24 25 26 27 28 29 30 STAFFING Score 3 3 3 3 3 2 3 Standard No 11 12 13 14 15 16 17 3 3 3 3 3 3 3 Standard No 31 32 33 34 35 36 Score 3 3 3 3 3 3 CONDUCT AND MANAGEMENT OF THE HOME PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 x Standard No 37 38 39 40 41 42 43 Score 3 3 2 3 x 3 x 137a Tentelow Lane Version 1.10 Page 25 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 3 & 29 Regulation 14 (1) (a) Requirement Timescale for action 1/8/05 2. 6 3. 4. 22 35 5. 39 The home must ensure that the service user who has sight impairment has been professionally assessed with a view to ensuring the correct facilities are in place. (Previous timescale 1/3/05 not met) 15 The Registered Person shall, where possible, consult with the service user when devising and reviewing their care plans. 22 (8) Outcomes for complaints investigations should be available within the home. 18 (1) (c ) Milbury Care must ensure that (i) (ii) staff are offered the opportunity to commence NVQ training. The home must aim to have 50 of staff undertaking NVQ training. 24 (2) The Registered Person shall make available to the CSCI and service users a copy of the quality assurance review of the home. 30/6/05 30/6/05 1/9/05 30/6/05 137a Tentelow Lane Version 1.10 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. 3. Refer to Standard 22 26 Good Practice Recommendations The home should consider the location of the complaints procedure for service users to easily access. The home should record when a service user has refused to have a key to their bedroom, or requested a key, to ensure the home encourages privacy and choice. 137a Tentelow Lane Version 1.10 Page 27 Commission for Social Care Inspection Ground Floor 58 Uxbridge Road Ealing London W5 2ST 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 137a Tentelow Lane Version 1.10 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. 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