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Inspection on 22/12/08 for 43 Wellington Terrace

Also see our care home review for 43 Wellington Terrace for more information

This inspection was carried out on 22nd December 2008.

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

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

What follows are excerpts from this inspection report. For more information read the full report on the next tab.

Inspecting for better lives Key inspection report Care homes for adults (18-65 years) Name: Address: 43 Wellington Terrace Kingsclere Road Basingstoke Hampshire RG23 8HH     The quality rating for this care home is:   one star adequate service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Kathryn Emmons     Date: 2 2 1 2 2 0 0 8 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. the things that people have said are important to them: They reflect This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Adults (18-65 years) can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop 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 Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Adults (18-65 years) Page 2 of 28 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.csci.org.uk Internet address Care Homes for Adults (18-65 years) Page 3 of 28 Information about the care home Name of care home: Address: 43 Wellington Terrace Kingsclere Road Basingstoke Hampshire RG23 8HH 01256473674 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Stonham Housing Association Ltd care home 15 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 mental disorder, excluding learning disability or dementia Additional conditions: Date of last inspection Brief description of the care home 43 Wellington Terrace is also known as `Portal House. Stonham Housing Association is the registered provider of Portal House. The home is registered to provide care and accommodation to fifteen service users who have mental health issues. Portal House is a detached property set in a residential road within Basingstoke. It is accessible to local services and facilities. The home comprises of fifteen single bedrooms, an open plan lounge dining kitchen area. The garden is well maintained, providing additional recreational space. There is a flat within the home for those service users who are moving onto independent living. Portal House encourages service users to retain their own privacy and endeavours to support them in reaching their own personal goals. The current level of fees is #4.80 pounds per week. 15 Over 65 0 Care Homes for Adults (18-65 years) Page 4 of 28 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: one star adequate service Choice of home Individual needs and choices Lifestyle Personal and healthcare support Concerns, complaints and protection Environment Staffing Conduct and management of the home peterchart Poor Adequate Good Excellent How we did our inspection: The visit to the service was undertaken by one inspector who spent seven and a half hours at the home. The care received by three service users was looked at in detail. This is a method called case tracking. This included looking at their personal records a range of general records and staff details. This forms part of a key inspection and focused on the standards in the key areas that most effect the quality of life for the service users. Information already held such as a service history and the providers self -audit which is called an AQAA (Annual Quality Assessment Audit) were used to plan the visit. During the visit the inspector spoke to the manager, four staff and six service users. We also sent comment cards for staff and service users and Social care professionals to complete and we also considered the comments these contained when writing the Care Homes for Adults (18-65 years) Page 5 of 28 report. What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.csci.org.uk. You can get printed copies from enquiries@csci.gsi.gov.uk or by telephoning our order line –0870 240 7535. Care Homes for Adults (18-65 years) Page 7 of 28 Details of our 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) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Adults (18-65 years) Page 8 of 28 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them, what they hope for and want to achieve, and the support they need. People can decide whether the care home can meet their support and accommodation needs. This is because they, and people close to them, can visit the home and get full, clear, accurate and up to date information. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between the person and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Service users can be confident that they will only be offered a place at the service if the manager is confident that the service users assessed needs can be met.Up to date information within the service user guide will enable service users be have more information available to them to enable them to make a decision to live at the service. Evidence: We case tracked three service users including a new service user who had only been in the service for a couple of months. We spoke to the service user who confirmed they had had meetings with the service manager before they came to live at the service. We could see that they had visited for a day at a time before they came for a trial stay. The manager confirmed that all new service users are offered trial stays before they are offered a permanent place. This means that they can road test the service and the manager can asses if the new service user would be compatible with the other service users. We did not see an in depth assessment for the newest admission and the manager said that only brief notes had been made but the new process would be to write down much more information. Without sufficient written notes there is a risk Care Homes for Adults (18-65 years) Page 9 of 28 Evidence: that all of the service users needs may not be recorded and therefor met. There was a statement of purpose in place and this needs a few minor amendments so that service users can see the recent changes to the service such as changes to the physical environment and the services aims and objectives. The manager confirmed that she was in the process of reviewing the service user guide. One of the service users we spoke with confirmed they knew about this document. Comment cards received also confirmed service users felt they had received sufficient information regarding the service to decide if they wanted to live there.Two of the files we reviewed did not contain contracts and comment cards indicated that some service users had received contacts while others did not recall receiving contracts. The manager confirmed that all service users should have contacts in place and this was an area which was being reviewed. Care Homes for Adults (18-65 years) Page 10 of 28 Individual needs and choices These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s needs and goals are met. The home has a plan of care that the person, or someone close to them, has been involved in making. People are able to make decisions about their life, including their finances, with support if they need it. This is because the staff promote their rights and choices. People are supported to take risks to enable them to stay independent. This is because the staff have appropriate information on which to base decisions. People are asked about, and are involved in, all aspects of life in the home. This is because the manager and staff offer them opportunities to participate in the day to day running of the home and enable them to influence key decisions. People are confident that the home handles information about them appropriately. This is because the home has clear policies and procedures that staff follow. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Service users are supported to make their own decisions and choices and where they may be at risk this is identified and addressed with the service users full involvement Evidence: Since the last inspection a new care plan system has been introduced. This included a section called My star which enables service users to discuss their goals and what skills and opportunities they would like to be involved with. One service user we spoke with said I had a really long talk with my key worker and i said what i wanted to do and its in my records. We could see that risk assessments were also included and these had been reviewed. While information was accurate it was not always in sufficient detail for support workers to be clear on how they were working with service users to reach their goals. This was discussed with the manager who confirmed that all support workers were receiving ongoing training so that they could use the new care plans tools in a more useful way. We could see from care plans that service users had been consulted regarding their plan and were also present for reviews. Service users Care Homes for Adults (18-65 years) Page 11 of 28 Evidence: told us I can go out where i want as long as i say where i am going and they know i will be safe because i talked about it to them. Comment cards we received back indicated that service users were able to make decisions for themselves and where there were any restrictions on activities this was with the service users agreement. Care Homes for Adults (18-65 years) Page 12 of 28 Lifestyle These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They can take part in activities that are appropriate to their age and culture and are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives and the home supports them to have appropriate personal, family and sexual relationships. People are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. Their dignity and rights are respected in their daily life. People have healthy, well-presented meals and snacks, at a time and place to suit them. People have opportunities to develop their social, emotional, communication and independent living skills. This is because the staff support their personal development. People choose and participate in suitable leisure activities. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Service users live in a service where their individuality and rights are acknowledged and upheld. Service users have control over how they live their lives and are supported when necessary by the staff. Dietary preferences are catered for. Evidence: Service users we spoke with told us about how they spent their day and what activities they were involved with. Examples given were going into town shopping, meeting with friends for lunch or a drink, going to day services and evening activities such as bowling and discos. We could see that a computer and recreation room was available for service users to use when they wanted to. Care plans also contained a section on social and community inclusion activities. All service users have their own front door key so they can decide when they go out and when they return to the service. The manager confirmed that service users mainly get on very well with each other and that Care Homes for Adults (18-65 years) Page 13 of 28 Evidence: some of the service users have known each other for a long time. We saw interactions between service users and could see that friendships existed. One of the service users we spoke to said that they often went to stay with their friend and that their friend also came to the service on occasion for meals. We saw interactions between support workers and service users.Staff were clear on service users rights and these were upheld. The AQAA also recorded that service users are supported to vote.Recent work had been undertaken by the service to look at equality and diversity issues such as the age range and gender of service users. This information will be used to look at ways of improving the service. We saw that comment cards completed by service users indicated that they were satisfied with how support workers supported them and the interactions we saw were appropriate and valuing of the service users. Two service users we spoke to during the visit said they enjoyed the meals provided. We saw that a cook was employed to provide a hot meal each day and that support workers also assisted service users to make simple snacks. Service users had been assessed to ensure they were safe when making hot and cold drinks .We also were informed by a service user that a recent meeting had taken place so service users could discuss a new menu and that this was then actioned. Care Homes for Adults (18-65 years) Page 14 of 28 Personal and healthcare support These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People receive personal support from staff in the way they prefer and want. Their physical and emotional health needs are met because the home has procedures in place that staff follow. If people take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it in a safe way. If people are approaching the end of their life, the care home will respect their choices and help them to feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Service users receive good support with their personal care when this is needed. Medication systems need to be reviewed as lack of recording places service users at risk of errors being made with their medication. The process for supporting service users to take their medications needs to be reviewed to reflect more current care practice. Evidence: Comment cards were received back and from speaking with service users we evidenced that service users were supported in their chosen way. Currently none of the service users living at the service require personal care such as washing and dressing and assistance with using the toilet.The manager confirmed that on occasion due to a deterioration in mental health a couple of service users may require help with running a bath but this was more an exception than normal care delivery in the service. One service user told us When i was feeling really down they were all really good and another service user saidI can speak to all of them they are good people.We saw from the AQAA that service users are supported to access dental and medical appointments and where necessary transport is arranged for service users to Care Homes for Adults (18-65 years) Page 15 of 28 Evidence: attend their mental health appointments at the local clinics. Since the last inspection visit the medication systems in the service have been reviewed and amended. We looked at the MAR (medication administration records) and saw that on occasion these had not been completed. This means that service users may be at risk of not receiving their medication correctly . Medication is dispensed by staff at set times with the service users going to the office door at the same time. This is a practice which should be reviewed as this does not promote individualized service user care and is not good practice. The manager said this issue had already been addressed but service users sit in the lounge which is next to the office so they all sit together at the times of the day they know medication is administered. Consideration has been given to the staff member seeing each service user in their rooms rather than service users all going to the office but currently this has not been actioned. Care Homes for Adults (18-65 years) Page 16 of 28 Concerns, complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them, know how to complain. Their concern is looked into and action taken to put things right. The care home safeguards people from abuse, neglect and self-harm and takes action to follow up any allegations. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Most service users know how to raise concerns and feel they will be listened to. Safe guarding adult training needs to be reviewed to ensure all staff have a working awareness of this matter and know what to do it they believe an issue had occurred. Policies need to be updated so all staff including agency staff know how to keep service users safe in they are placed at risk by another service user. Evidence: The AQAA indicated that since the last inspection no complaints had been received by the service.Comment cards we received indicated that not all of the service users knew how to make a complaint. The service users we met during the visit all stated they knew who to speak to if they had any concerns and worries. One service user said I would speak to my social worker or Diane(manager). We looked at the complaints procedure which was contained within the service users care plan files. We saw that some of the details needed updating and including details such as timescales for responding to concerns. The manager confirmed she was aware of this and and in November had given the service users a new complaints procedure but hadnt removed the old one from files. We were also told of a new document called Tell us which is for service users to use to raise any issues. The manager confirmed that these are reviewed by her and the responsible individuals representative. We saw that training had been provided in CPI (non violent crisis intervention) and staff were expected to attend yearly updates. We discussed how service users were kept safe and Care Homes for Adults (18-65 years) Page 17 of 28 Evidence: how staff were safe if a service user had a change in their behavior. The manager confirmed that staff had a policy to follow to remove other service users from the vicinity and then call for help. This policy was not clear and was not contained within the file which is used to advise agency staff of the procedure to follow. The manager advised that the policy was in the process of being updated. The service has a policy manual in place and this has a copy of the organizations Safe Guarding Adult procedure. Staff we spoke to were able to answer appropriately scenarios we gave them which may have constituted a safeguarding adult issue. Staff told us they had not received safeguarding adult training recently but the manager said this had been covered as part of Mental Capacity Act training she had delivered back in July 2007. The manager also confirmed that all of the staff would now receive further training so that they are all aware of safe guarding adult issues. This means that service users will have the possible risk of being subjected to abuse minimised. Care Homes for Adults (18-65 years) Page 18 of 28 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, comfortable, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. People have enough privacy when using toilets and bathrooms. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Service users live in a clean and comfortable service which they make decisions about in regard to decor and layout. Service users are able to personalise their bedrooms and have a key to their room which means they are afforded privacy. Evidence: Since the last inspection a new extension had been built to the service. This consists of a new staff office and toilet, freezer rooms and a change to a bedroom to include an en suite. Service users told us they thought the home met their needs and they were happy with their bedrooms and were free to use the communal facilities of the home as they wanted. The AQAA confirmed that the service users were involved in choosing colour schemes for the newly refitted kitchen and for new carpets in the hallway. There are plans for five more bedrooms to be decorated in the New Year. Furniture we saw was of a good standard and there did not appear to be any major repairs needing to be carried out. The manager advised in the AQAA that a challenge is that some service users deliberately break furniture and staff are working with service users to try and minimise this behaviour. The home was visited on a cold day and it was found to be warm fresh and clean. There is an independent living flat on the ground floor of the service which is in the Care Homes for Adults (18-65 years) Page 19 of 28 Evidence: process of being redecorated. This will be used for those service users who are moving to wards independent living. We could see that fire safety procedures are carried out and one service user said I know what to do because we practice and every week the bell rings because they are testing it. Service users we spoke with said they were happy with their rooms and one service user said i was able to bring my stereo and few other bits and pieces. I use this room for my computer. There is a recreation room where service users can use a computer and do arts and crafts. The lounge is spacious with sofas and chairs and a large television and stereo. A cleaner is employed to support services users with keeping the home clean and tidy. Care Homes for Adults (18-65 years) Page 20 of 28 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent, qualified staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable. People’s needs are met and they are supported because staff get the right training, supervision and support they need from their managers. People are supported by an effective staff team who understand and do what is expected of them. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Service users are protected by the services robust recruitment procedures. Inconsistencies with training provided means that some staff may not be as skilled as other staff which may have an impact on service delivery. Staffing levels need to be reviewed so adequate numbers of staff are on duty at the right times. Evidence: We visited the service on a previous day to undertake the fieldwork visit but their was only one member of staff on duty and they were very busy so we returned to the service on a different day. We saw from the duty rota that staffing levels varied . On occasion there was only one member of staff on duty other times there were two staff and the manager. We also noted that the services aims and objectives have changed which means that more service users are being admitted who need support to learn life skills to move onto more independent living. Staff we spoke with made comments such as Im OK working by myself and you just get through the shift and I would like to do more one to one work but that can be difficult if you are on your own and Its fine if nothing happens and sometimes on a late shift we spend a lot of time with one client who needs a lot of time from us. The manager confirmed that there were occasions when having two staff on duty would enable staff to carry out their job role easier. An example of this is during the evening time when two staff would enable one Care Homes for Adults (18-65 years) Page 21 of 28 Evidence: staff to support one particular service user while the other staff member could support the other service users. The manager had agreed to liaise with their line manager regarding these matters. Service users we spoke with said Its normally OK you can speak to the workers and Sometimes you have to wait a while in the evening but they are around for you to go to. We looked at the recruitment records for three staff. We could see that a robust recruitment procedure was in place and staff also received an induction before they were counted in the staffing numbers. Service users made positive comments regarding the staff such as I like them all ,they have been here a long time so we get on well and I speak with the same ones most of the time but i like them all and get on easily with them. We saw that training takes place and staff have received training in areas such as Drug and alcohol abuse, mental capacity training and fire safety. Some have also attended food hygiene and first aid. We could also see that all of the staff have been trained to NVQ (National vocational qualification) level 2. As noted before more training needs to be provided for safeguarding adult issues and any other areas which are relevant to the needs of the service users. The service has installed computers which enable staff to link into the organisations training section so they can update themselves on the services policies and procedures.While this is good practice training does need to be more formalised to ensure all staff receive the necessary training. Care Homes for Adults (18-65 years) Page 22 of 28 Conduct and management of the home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is run and managed appropriately. People’s opinions are central to how the home develops and reviews their practice, as the home has appropriate ways of making sure they continue to get things right. The environment is safe for people and staff because health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately, with an open approach that makes them feel valued and respected. They are safeguarded because the home follows clear financial and accounting procedures, keeps records appropriately and makes sure staff understand the way things should be done. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The service is operated by an enthusiastic and competent manager who is supported by the services senior management team. Health and safety practices mnimise risk to service users and staff. Quality assurances systems enable the service to move forward and continually evolve and improve. Evidence: The service is managed by the registered manager Mrs Diane Phillips. Service users we spoke with made positive comments regarding the manager such as I really like Diane and she will always listen to you and She will always come and see you and say hello and you can see her when you want. Staff we spoke with said they found the manager to be fair and easy to get on with and approachable and will listen to you. In the past year the aims and the objectives of the service have changed.We discussed this with the manager who said that some staff had found the change in ethos a little difficult at times as this had changed how they were needing to support service users. Originally a lot of support would be given by support workers but the emphasis now is for the service user to be as independent as possible while the support worker Care Homes for Adults (18-65 years) Page 23 of 28 Evidence: supports only when necessary. The manager has discussed these challenges with the responsible individuals representative so the service can continue to make the changes. The manager is also aware that some review work needs to take place regarding the areas identified during the inspection visit and is committed to addressing these points. A quality assurance system is in place and service user meetings take place. Service users confirmed to us that they are involved in making decisions regarding how the home operates. Quality assurance questionnaires are sent out annually and the information returned is included in the services business plan. We could see that health and safety arrangements are maintained with evidence of a recent visit from environmental health. All service users are involved in fire safety practices and the storage of chemicals is managed by staff. Internal assessments for hot water and window restrictors have been carried out. Care Homes for Adults (18-65 years) Page 24 of 28 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards No. Standard Regulation Requirement Timescale for action Care Homes for Adults (18-65 years) Page 25 of 28 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 1 2 14 All service users must have a written record of their assessed needs. written information regarding the service users assessment of need means that service users can be confident that all people involved in supporting them are aware of their needs. 21/04/2009 2 6 15 service users plans must be in sufficient detail to enable their care needs to be known and reviewed insufficient information in care plans means that support workers may not be clear on how to deliver the right support to service users so they can reach their goals and have their needs met. 21/04/2009 Care Homes for Adults (18-65 years) Page 26 of 28 3 20 13 Medication systems need to be reviewed to ensure service users medication records are completed accurately . Accurate recording of medication administered means that services users can be confident that staff are aware of when medication has been given and this minimises risk to service users of not receiving the correct prescribed medication. 21/02/2009 4 33 18 sufficient staff must be on duty at all times. Sufficient staff need to be on duty at all times so that service users needs can be met and they are kept safe. 20/02/2009 Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations Care Homes for Adults (18-65 years) Page 27 of 28 Helpline: 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 We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. Care Homes for Adults (18-65 years) Page 28 of 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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