Inspection on 21/08/07 for 151 Valley Road - Leonard Cheshire Disability

This inspection was carried out on 21st August 2007.

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 no outstanding requirements from the previous inspection report, but made 1 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

151 Valley Road - Leonard... 17/10/06

151 Valley Road - Leonard... 01/02/06

151 Valley Road - Leonard... 07/07/05

151 Valley Road - Leonard... 17/02/05

151 Valley Road - Leonard... 24/08/04

151 Valley Road - Leonard... 24/02/04

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

CARE HOME ADULTS 18-65 151 Valley Road 151 Valley Road Lillington Leamington Spa Warwickshire CV32 7RX Lead Inspector Jo Johnson Key Unannounced Inspection 21st August 2007 3:30 151 Valley Road DS0000004221.V341340.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 151 Valley Road DS0000004221.V341340.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. 151 Valley Road DS0000004221.V341340.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service 151 Valley Road Address 151 Valley Road Lillington Leamington Spa Warwickshire CV32 7RX 01926 881612 01926 881612 sarah.hyde@Ic.uk.org www.leonard-cheshire.org.uk Leonard Cheshire 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) Sarah Evans Care Home 4 Category(ies) of Learning disability (4), Physical disability (4) registration, with number of places 151 Valley Road DS0000004221.V341340.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: None Date of last inspection 17th October 2006 Brief Description of the Service: 151 Valley Road is a purpose-built four-bedroom bungalow that is operated by the Leonard Cheshire Foundation, a registered charity for people with physical and learning disabilities. The property is owned Warwickshire County Council and all beds are purchased and funded through Social Services. The home provides respite care (and day care) for adults with profound and multiple disabilities. 24-hour care and support is offered to four people at a time for short breaks of between two and five days. Longer visits are possible in the case of family holidays. Service users live at home with their families and visits to Valley Rd give carers a break and extend opportunities for service users to become more independent. The home is situated approximately two miles from Leamington Spa town centre and is within easy walking distance of local shops, pubs, library, church and health and community centres. There are four single bedrooms and two have en-suite facilities. The large flat garden is mainly lawned and includes a sensory area complete with mobiles and touch sensitive items. There is ample parking space to the front of the property. 151 Valley Road DS0000004221.V341340.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The focus of inspections undertaken by the Commission for Social Care Inspection (CSCI) is upon outcomes for service users and their views of the service provided. This process considers the care home’s capacity to meet regulatory requirements, minimum standards of practice and focuses on aspects of service provisions that need further development. The manager supplied the commission with an AQAA (Annual Quality Assurance Assessment). Information from this has been used to make judgements about the service, and have been included in this report. Surveys were sent to ten people and their carers who use the service, three were returned and all were positive about the service. People who use the respite service have complex needs and were unable to verbally express their views and opinions of the service. The inspection visit was unannounced and took place over two days. The first visit was on Tuesday 21st of August from 3.30 to 6pm, where the time was spent sitting with people in lounge observing what was happening to see what it is like to stay at the home. There were three people staying at the home during the inspection and one young person was having an introductory tea visit. The remainder of the inspection took place the next day and involved: • • • Discussions with support workers and manager on duty at the time. Further observation of working practices and of the interaction between individuals and staff. Two people were identified for close examination by reading their, care plan, risk assessments, daily records and other relevant information. This is part of a process known as ‘case tracking’ where evidence is matched to outcomes for people. A tour of the environment was undertaken, and home records were sampled, including staff training and recruitment, health and safety, and staff rotas. • The inspector would like to thank the people who were staying at the home, manager and staff for their hospitality and cooperation during the inspection visit. 151 Valley Road DS0000004221.V341340.R01.S.doc Version 5.2 Page 6 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. The summary of this inspection report can be made available in other formats on request. 151 Valley Road DS0000004221.V341340.R01.S.doc Version 5.2 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 Outcomes Statutory Requirements Identified During the Inspection 151 Valley Road DS0000004221.V341340.R01.S.doc Version 5.2 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. JUDGEMENT – we looked at outcomes for the following standard(s): 2 Quality in this outcome area is good A comprehensive care needs assessment is undertaken to identify whether the home is able to meet the individuals needs. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The manager went through the assessment process for new referrals to the service. Two of these assessments for young people transferring from children’s services to the service were seen and were of a good quality. They included information from social care and health professionals, families, carers and current respite care providers. During the inspection one young person visited for a tea visit with a worker from their current respite service, an overnight stay is planned in the near future. These visits help the individual get to know the staff, the layout of the home and the location of their own room. Staff use this time to get to know them and to learn more about their daily routines. These visits help staff identify and develop effective communication with the individual. 151 Valley Road DS0000004221.V341340.R01.S.doc Version 5.2 Page 9 The manager also visits people in their own homes and their current respite service as part of the assessment process. The views of parents, families and carers are sought and included, as most people have complex ways of communicating. 151 Valley Road DS0000004221.V341340.R01.S.doc Version 5.2 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. JUDGEMENT – we looked at outcomes for the following standard(s): 6,7,9 Quality in this outcome area is good Staff are provided with the information they need to meet peoples’ needs and goals safely and consistently. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Two people’s care records were seen. The care plans and risk assessments had recently been reviewed and included all the care and support they need. People’s assessments and care plans had been reviewed on an annual basis and had also been amended as and when people’s needs have changed. The views of family and health and care professionals had been sought during the reviews. In one person’s care records, the individual plan’s review date had not been updated following the review. All review dates in care records should be amended following any review. This is to show that the information is up to date and relevant for the staff to work from. 151 Valley Road DS0000004221.V341340.R01.S.doc Version 5.2 Page 11 There are good descriptions in people’s care plans of how staff are to support people to make choices and decisions and promote their independence during their stays at the home. Risk assessments were in place for each person that were regularly reviewed as part of the care plan reviews and as new or changed risks were identified. They were clear and easy to follow. Staff spoken with had a good understanding of individual’s needs. Most of the people staying at the home have complex non-verbal ways of communicating. People observed appeared relaxed with staff and made their needs known. The staff observed were confident and relaxed with the people they support, they offered them choices through out the inspection. 151 Valley Road DS0000004221.V341340.R01.S.doc Version 5.2 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. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 15, 16, 17 Quality in this outcome area is good. People are supported in the local community and take part in activities. Their rights are respected and they have a varied and balanced diet. This judgement has been made using available evidence including a visit to this service. EVIDENCE: On arrival at the home there were three people staying at the home. One person went out with a staff member to the shops whilst the other people remained in the lounge with a musical on the television and their own personal tactile or stimulating objects. Various games and musical instruments are available as well as a sensory room. Two people used the sensory room during the first inspection visit. 151 Valley Road DS0000004221.V341340.R01.S.doc Version 5.2 Page 13 The garden is accessible and has a gazebo, summer house, water feature and large sensory board both of which can be easily activated by pushing various buttons. Bedrooms are fitted with various accessories such as televisions and music players. People bring personal items into the home with them that bring comfort or remind them of home. Each person has a communication diary that holds regular entries made by both relatives and staff, which provides a useful method of communication. Information about how the individual spends their time and whether they have enjoyed their food is included in the entries made. The diary provides carers and parents with some insight into how their relative is being cared for during their stay. Staff receive training that covers respect, privacy, dignity, equality and diversity during their induction and NVQ (National Vocational Qualification) training. The service provides respite care to a diverse age range and has more recently received referrals for more young people. The manager said that there would be a different activity focus for the younger people and older age group. People’s parents and carers views on the preferred gender of staff is recorded in their care plans. People’s cultural and religious beliefs are recorded in their care plans. One of the people identified for case tracking was from an ethnic minority and their religious beliefs and food preferences were recorded in their plan. However, there was very little information about the specific religious festivals of their religion and this was a goal identified in their plan to assist them to celebrate important events in their religious calendar. More information should be sought about specific religions and events in religious calendars so that staff can support people worship or celebrate events during their stays at the home. The menus show that people are provided with a well-balanced and nutritious diet. All food being stored in the kitchen looked fresh and was well within the use by date. There are list of all the people’s food preferences that stay at the home, this is kept in the kitchen. Staff observed supported people to eat did so in a relaxed way talking to them and where possible promoted their independence in eating themselves. One person has specific dietary needs related to their religion. The manager was able to describe how they meet this person’s specific religious dietary needs. 151 Valley Road DS0000004221.V341340.R01.S.doc Version 5.2 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. JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19, 20 Quality in this outcome area is good Personal support is offered to people in such a way as to promote and protect their privacy, dignity and independence. This judgement has been made using available evidence including a visit to this service. EVIDENCE: There were positive interactions observed between staff and the people who were staying at the home. Staff observed provided personal care in private and were sensitive and discreet when supporting people with any aspect of their personal care and support. People need significant support to meet their personal care needs, and the level of support required is identified on the care plan with an emphasis on maintaining and promoting independence. People have access to healthcare services to support their assessed needs and this includes psychology services, learning disability nurses, general practitioners, optician and dental services. 151 Valley Road DS0000004221.V341340.R01.S.doc Version 5.2 Page 15 One of the people’s plans included an epilepsy plan that was only valid for one year and had expired. The manager explained that the epilepsy nurse and consultant psychiatrist were currently reviewing all of the epilepsy management plans of people who stay at the home. The manager should make sure that a current epilepsy management plan is in place as soon as possible to make sure that staff know how to safely manage people’s seizures. The health needs of individuals are monitored on a daily basis and appropriate action and intervention is taken when necessary. Staff are trained in the medication policies and procedures during induction and there is a medication training programme. There are descriptions how people take their medication on their care plans. Medication was stored appropriately and records seen were correct. 151 Valley Road DS0000004221.V341340.R01.S.doc Version 5.2 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. JUDGEMENT – we looked at outcomes for the following standard(s): 22, 23 Quality in this outcome area is good Complaints procedures make sure that people’s relatives and representatives concerns and complaints are listened to and acted upon. A staff team who have a good knowledge of how to respond to any suspicion of abuse and to keep people safe from harm support the people living at the home. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The home has complaints policy and procedure, a copy of which is available in pictorial format. As most of the people have complex ways of communicating the complaints information is not easily accessible for them. The manager and staff team should develop individual complaints procedures that are based on their knowledge and observations of how individual’s makes their views known and how they would let staff know they are unhappy. There have been no complaints or allegations of abuse made to the home or received by the commission since last inspection. An adult protection procedure is in place at the home so that staff know how and to who they can report any suspicions of abuse. The staff and manager were confident of how to use these procedures. Staff have all attended training in the recognition of abuse and adult protection procedures. 151 Valley Road DS0000004221.V341340.R01.S.doc Version 5.2 Page 17 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, 29, 30 Quality in this outcome area is good Service users benefit from a safe, clean and homely environment. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The property is owned and maintained by Warwickshire County Council and the staff are employed and supervised by the Leonard Cheshire foundation. The home has four bedrooms that are all decorated in different colours and are furnished and equipped to meet the needs of the people who stay. The home has a warm and homely atmosphere. In addition to bedrooms, people can use a sensory room, (which also doubles as a sleeping in room for the night support worker), conservatory, dining room and a bright and spacious lounge. The bedrooms have good quality and adequate storage facilities that are appropriate for short stay visits. 151 Valley Road DS0000004221.V341340.R01.S.doc Version 5.2 Page 18 The conservatory leads into a good size secluded garden designed to promote stimulation and to provide outdoor activities. A volunteer group has added some extra sensory areas to the garden in recent months. The tour of the premises found to the home has a range of aids and equipment such as hoists and floor mats that may be used by all the people who stay. However, one of the mobile hoists was not working and the manufacturers had not been able to specify how long it would be out of action. This was having a negative impact on one of the people who was staying at the home. The staff and manager said that normally they would hoist them onto to floor in the lounge so they could freely move themselves about the room. Staff made sure that the individual still had time on the floor out of their wheelchair by using the ceiling hoist in their bedroom. However, this meant that they were limited to the space they could move about in. The mobile hoist should be repaired or a replacement found so that people can safely use all areas of the home. The manager took immediate action to borrow a hoist from another service within the organisation. People bring their own specific specialist equipment, such as wheelchairs into the home with them. Disposable protective clothing is readily available and used by staff when attending to personal care needs and when handling soiled linen, incontinence pads or clinical waste. Clinical waste and soiled pads are held separately and collected for disposal every Friday. Staff washed their hands regularly and the support worker who prepared the main meal wore a washable apron. On the days of the inspection, the home was clean, tidy and fresh. The laundry was well managed. To prevent risk of infection a sluice programme on the washing machine is used for any heavily soiled items. 151 Valley Road DS0000004221.V341340.R01.S.doc Version 5.2 Page 19 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): 32, 34, 35 Quality in this outcome area is good The procedures for selection and recruitment of staff are safe. The training of staff is of a good quality, ensuring that knowledgeable, suitable, well trained and managed staff support the people. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Bookings are planned every three months and the staff rota is planned according to the number and needs of individuals. Staff rotas showed there are two support workers on duty and at night, there is one awake and one sleeping in. At weekends the staff numbers remain the same but the start and finish times differ. There has been a recent change to the night and day overlap which means that people are less rushed. Staff training is arranged around service users needs, ensuring they are met appropriately. The home closes for seven days each year to provide staff training. 151 Valley Road DS0000004221.V341340.R01.S.doc Version 5.2 Page 20 Staff training is arranged around service users needs, ensuring they are met appropriately. The home closes for seven days each year to provide staff training. The training records in the home shows that staff have accessed training in the full range of mandatory, health and safety related training, (e.g. medication, first aid, adult protection, food hygiene and fire safety) as well as specialist care courses, such as epilepsy management. Staff spoken with felt they had the skills and experience necessary for the tasks they were expected to do and this included for some staff the Learning Disability Award Framework training and NVQ. The home has a low staff turnover and most of the staff have been in post for a number of years. The staff provide any additional cover needed for absent colleagues and agency staff are not used. Three staff files were seen including the two most recently recruited staff. The files were well organised. All files included evidence of CRB (Criminal Records Bureau) checks and PoVA (Protection of Vulnerable Adults) checks. All but one staff files had two references. One staff file had one written reference from their last employer and one verbal personal reference. The reference had been requested but had not been returned. The acting manager pursued the matter immediately and the reference was emailed to the inspector before the close of the inspection. There was not a complete work history or explanation for gaps in employment for one of the most recently recruited staff. There must be a written explanation for any gaps in staff’s work history so that that there is a complete record of the staff’s work or adult life history to demonstrate that they are safe and suitable to work with vulnerable people. 151 Valley Road DS0000004221.V341340.R01.S.doc Version 5.2 Page 21 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 Quality in this outcome area is good. People benefit from staying in a safely and well managed home. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The manager has recently been registered by the commission and is undertaking the Registered Manager’s Award. The manager said that there is management support available via the regional management structure within Leonard Cheshire. During the visit staff appeared confident in their roles, the home was relaxed and people appeared at ease and comfortable. 151 Valley Road DS0000004221.V341340.R01.S.doc Version 5.2 Page 22 There is a quality assurance system in place. This includes surveys from people who use the service, annual reviews; meetings with health, social care professionals and quarterly analysis of complaints, adult protection referrals, and whistle blowing incidents. A senior manager of the organisation now carries out monthly monitoring visits and copies of the reports were seen at the home. The reports show that suitable arrangements are in place for monitoring the work of the home and to check significant records, such as accidents, incidents and complaints. An evaluation questionnaire is sent out after each short stay. The manager said the response was poor. Information provided before the inspection, by the manager in the AQAA (Annual Quality Assurance Assessment) indicates that relevant Health and Safety checks and maintenance are being carried out at the home. A number of Health and Safety records were checked, including the fire safety log. These records showed that health and safety matters are well managed. 151 Valley Road DS0000004221.V341340.R01.S.doc Version 5.2 Page 23 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 3 3 x 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 x 26 x 27 x 28 x 29 2 30 3 STAFFING Standard No Score 31 x 32 3 33 x 34 3 35 x 36 3 3 x 3 x LIFESTYLES Standard No Score 11 x 12 3 13 X 14 15 16 17 X 3 3 3 3 CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 DS0000004221.V341340.R01.S.doc Score PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 151 Valley Road Score 3 3 3 x 3 x 3 x x 3 x Version 5.2 Page 24 No 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 YA34 Regulation 19 (1)(b) Requirement There must be a written explanation for any gaps in staff’s work history. This is so that that there is a complete record of the staff’s work or adult life history to demonstrate that they are safe and suitable to work with vulnerable people. Timescale for action 01/12/07 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 Refer to Standard YA6 Good Practice Recommendations All review dates in care records should be amended following any review. This is to show that the information is up to date and relevant for the staff to work from. More information should be sought about specific religions and events in religious calendars so that staff can support people worship or celebrate events during their stays at the home. 2 YA12 151 Valley Road DS0000004221.V341340.R01.S.doc Version 5.2 Page 25 3 4 YA19 YA22 Current epilepsy management plans should be in place to make sure that staff know how to safely manage people’s seizures. Individual complaints procedures should be developed that are based on their knowledge and observations of how individual’s makes their views known and how they would let staff know they are unhappy. 151 Valley Road DS0000004221.V341340.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Birmingham Office 1st Floor Ladywood House 45-46 Stephenson Street Birmingham B2 4UZ 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 151 Valley Road DS0000004221.V341340.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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