Inspection on 26/09/06 for Abbeywood House

This inspection was carried out on 26th September 2006.

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

The inspector found there to be outstanding requirements from the previous inspection report but made no statutory requirements on the home.

Other inspections for this house

Abbeywood House 11/11/08

Abbeywood House 27/09/07

Abbeywood House 13/12/05

Abbeywood House 11/08/05

Abbeywood House 08/12/04

Abbeywood House 08/06/04

Abbeywood House 10/02/04

Similar services:

The Vicarage

Fairfields Country Rest Home

7 Hyde Road

5 Seafield Road

Poldhu

Queensmount

Trevaylor Manor

Didsbury Court Rest Home

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

CARE HOMES FOR OLDER PEOPLE Abbeywood House Abbeywood House Cary Park Babbacombe Torquay Devon TQ1 3NH Lead Inspector Peter Wood Unannounced Inspection 26 September and 07 November 2006 04:00 X10015.doc Version 1.40 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 Abbeywood House DS0000018311.V313721.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 Older People. 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. Abbeywood House DS0000018311.V313721.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Abbeywood House Address Abbeywood House Cary Park Babbacombe Torquay Devon TQ1 3NH 01803 313909 01803 313925 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) TorbayResidentialHomes.com Mr Clifford Derek Strange Mrs Phillipa Wanda Strange Mrs Anne Long Care Home 30 Category(ies) of Dementia - over 65 years of age (30), Old age, registration, with number not falling within any other category (30), of places Physical disability over 65 years of age (30) Abbeywood House DS0000018311.V313721.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 13/12/05 Brief Description of the Service: Abbeywood House is now registered to provide accommodation and care for a maximum of thirty people who are elderly and who may have physical disabilities and/or dementia following the completion of a ten-bed extension. The home is situated in a quiet residential area and overlooks Cary Park. Shops, churches and other local amenities are within walking distance. The home is very well presented and all rooms seen were well decorated, comfortably furnished and clean. The home has sufficient adaptations and equipment to assist those with physical difficulties. Fees range between £350 and £500 depending on the care needs of the resident and the quality of the room. Abbeywood House DS0000018311.V313721.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This inspection was unannounced and undertaken over two separate visits, in September and November 2006. The focus of this inspection was to inspect all key standards and to seek the views of residents, staff, relatives and professional visitors to the home, the latter mainly using comment cards and survey forms. At the time of writing this report three staff returned the “Care Workers Survey” form. One “General Practitioners Comments Cards” was returned. Two “Health and Social Care Professionals in Contact with the Care Home” returned a form with that title and two “Relatives/ Visitors Comment Cards” were returned. No survey forms were received from residents, but several residents who were home at the time of the inspection were consulted. Considerable time was spent with the Registered Manager, latterly including the Provider, examining documentation, particularly that relating to client assessment and care planning, staffing and health and safety. A full tour of the building was undertaken. The Pre-Inspection Questionnaire was not received by the time of the second visit to the home. Fees range between £350 and £500 depending on the combination of the individual resident’s care requirement and quality of the room. What the service does well: The home has been operating since 1983 to enable older people to live in a residential care setting while encouraging them to remain as independent as possible. The home caters particularly for residents with a degree of dementia in an attractive setting. The recently enlarged building is very pleasant offering mainly single bedrooms, many with en suite facilities. The whole house is very well decorated and furnished. Assessments undertaken prior to admission allow prospective residents and their relatives to be confident that their needs can be met. Prospective residents and their relatives are encouraged to visit prior to admission. Their physical health and care needs are briefly set out in their care plan, and properly met. Residents are treated respectfully. The home’s improved practices relating to medication administration now protect the service users from risk. Social activities are provided which gives interest for the service users. Residents maintain contact with their friends and families and are encouraged to exercise as much choice and control over their lives as possible. Complaints and suggestions from service users, relatives or other visitors to the home, are treated seriously. Service users are listened to and issues resolved promptly. Abbeywood House DS0000018311.V313721.R01.S.doc Version 5.2 Page 6 The service users live in a very pleasant, well-maintained home that is comfortable and warm and which provides sufficient facilities to meet their needs. Residents are cared for by competent staff in sufficient numbers to meet the needs of those currently living in the home. Residents live in a home which is run in their best interests. The owner, manager and staff team strive to provide a comfortable home where the health, safety and welfare of residents are promoted and largely protected. What has improved since the last inspection? What they could do better: The registered person must ensure that all hot water pipes and radiators are properly covered so that they pose no hazard to residents. This has been an outstanding requirement from previous inspections. Although the registered manager is getting to grips with modernising the home’s documentation and organising staff supervision and training, it is recognised that this is a huge task. The registered manager must draw up a workable policy for staff training, induction, supervision and appraisal and implement that policy. Indeed, it is recommended that all documentation, including policies, procedures, but particularly client assessment and care planning be reviewed and improved. Although expressions of dissatisfaction seem to be appropriately dealt with, it is recommended that all complaints and the action taken to resolve the situation are recorded. It is recommended that the owner and manager clarify and put in writing their respective roles and responsibilities to ensure effective and efficient management of the home. Please contact the provider for advice of actions taken in response to this Abbeywood House DS0000018311.V313721.R01.S.doc Version 5.2 Page 7 inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. Abbeywood House DS0000018311.V313721.R01.S.doc Version 5.2 Page 8 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Abbeywood House DS0000018311.V313721.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 3, 5, 6 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service and takes into account the views and experiences of people using the service. Assessments undertaken prior to admission allow prospective residents and their relatives to be confident that their needs can be met. However, these assessments need to be recorded. Prospective residents and their relatives are encouraged to visit prior to admission. EVIDENCE: No resident is admitted to the home unless either the qualified owner or his qualified manager has undertaken an assessment visit to the prospective resident prior to a resident’s admission. Either the owner or manager satisfies himself or herself that the needs of the prospective resident can be met by the home. However, no assessment documentation is recorded at that assessment visit. The home also receives assessment documentation from Social Services, though sometimes these documents remain within the owner’s office without being passed to the manager so that she can complete appropriate assessment Abbeywood House DS0000018311.V313721.R01.S.doc Version 5.2 Page 10 documentation. The manager has just started to use the Standex Standard system (No 20.740) to complete a more detailed assessment, to enable her to generate the client’s care plan, but only a few have so far been started. Current client assessment documentation consists of a brief sheet with biographical details and a tick list of abilities and disabilities. Prospective service users are invited to visit the home before making a decision to move in on a trial basis. The home does not offer intermediate care. Abbeywood House DS0000018311.V313721.R01.S.doc Version 5.2 Page 11 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9, 10 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service and takes into account the views and experiences of people using the service. Residents’ physical health and care needs are briefly set out in their care plan, and properly met. Residents are treated respectfully. The home’s improved practices relating to medication administration now protect the service users from risk. EVIDENCE: Residents’ basic physical health and care needs are set out in their concise care plan, itself generated from the brief assessment documentation. The care plan consists of a short list of care tasks to be undertaken on a daily (or otherwise) basis by each resident’s keyworker, whose initials verify that each task has been undertaken. However, despite the paucity of written information, it is clear from consultations with the owner, manager, staff, residents and relatives that residents’ health, social and personal care needs are properly assessed, monitored and met. It was evident from observing the shift handover meeting that the care staff have a far greater understanding of Abbeywood House DS0000018311.V313721.R01.S.doc Version 5.2 Page 12 the holistic needs of their residents, and that they ensure that such needs are met, than the documentation gives them credit for. The home’s system of medication administration was completely overhauled in the light of pharmacist inspector’s visit last year. The new system of receipt, checking, storage, administration and recording of medication can now be commended. The senior on duty is the only person to hold the key to the hospital – style medication trolley. The MAR (Medication Administration Record) sheets examined were correctly signed. Observation of staff evidenced that residents and staff treated each other with mutual respect. Residents’ dignity is maintained by, for example, being presented well, and being addressed as each resident prefers. Abbeywood House DS0000018311.V313721.R01.S.doc Version 5.2 Page 13 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14, 15 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service and takes into account the views and experiences of people using the service. Social activities are provided which gives interest for the service users. Residents maintain contact with their friends and families and are encouraged to exercise as much choice and control over their lives as possible. EVIDENCE: Social, recreational and occupational activities are arranged, some by the care staff themselves but mostly by external professional entertainers. Some of these were advertised on the notice board. An activities person visits the home several times a week. Some residents did, however, say they would like more to do during the day. Those with relatives who lived locally enjoyed being visited and taken out by them, while some others said they would like to be taken out by staff more often than they were. Several relatives, friends and professionals visited over the time of the inspection. Many of these commented very positively about the home. Abbeywood House DS0000018311.V313721.R01.S.doc Version 5.2 Page 14 Residents are encouraged to do as much for themselves as possible, rather than becoming dependent on staff. One resident, for example, was sweeping the leaves from the path during the main visit. Consultation with the dedicated cook revealed her knowledge of residents’ likes, dislikes, wishes and needs. She also displayed her knowledge of conditions such as diabetes, or the particular swallowing difficulties of a resident which requires special attention both from her and care staff. Both the cook and manager recently attended the Safer Food Better Business event, and are to partake in this safe and healthy food programme promoted by the local council. The cook and seniors (who set out tea times) have undertaken training in food hygiene. Meals are taken in the pleasant dining room. Some residents sometimes require discrete assistance, others are allowed to take their time to eat their meal. Abbeywood House DS0000018311.V313721.R01.S.doc Version 5.2 Page 15 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 16, 18 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service and takes into account the views and experiences of people using the service. Complaints and suggestions from service users, relatives or other visitors to the home, are treated seriously. Service users are listened to and issues resolved promptly. EVIDENCE: The home has a complaints procedure prominently displayed and a book for recording complaints, but this has not been used in about twenty years. This lack of documentation is in line with the owner’s philosophy that the important thing is to respond appropriately rather than to waste time writing about the issue. Although not recorded as a complaint, it became apparent whilst consulting the manager, staff and visiting optician that relatives of a resident had complained that the resident’s spectacles had been found, broken, in another resident’s room. The complainant wanted compensation from the other resident or her relatives. It could not be proved when or by whom the spectacles were broken. The owner agreed to cover the cost of the repair. According to residents who were able to voice an opinion any suggestions or complaints they may have are resolved satisfactorily without recourse to a formal complaints system. Staff have received training on the issue of abuse and protection of vulnerable adults. Abbeywood House DS0000018311.V313721.R01.S.doc Version 5.2 Page 16 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 19, 20, 21, 22, 23, 24, 25, 26 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service and takes into account the views and experiences of people using the service. The service users live in a very pleasant, well-maintained home that is comfortable and warm and which provides sufficient facilities to meet their needs. However, residents remain at risk of burns from the unprotected radiators. EVIDENCE: Abbeywood is a large detached property close to all local facilities opposite a public park in the Babbacombe area of Torquay. The home benefits from a new ten-bed extension which matches the existing property very well. The home has attractive grounds which includes a very pleasant patio area with a fountain. This garden is well used during the summer and has been made safe as the gate can only be opened by means of a keypad from inside the gate or Abbeywood House DS0000018311.V313721.R01.S.doc Version 5.2 Page 17 remotely from inside the house. Visitors have to announce themselves from outside the gate by an intercom system. The home is well presented, comfortably furnished and clean. All but two of the residents’ bed-sitting rooms are single rooms and all but two of these have ensuite toilet facilities. Resident’s rooms reflected their personality, containing items of their own furniture as well as smaller personal items. The heating, lighting and ventilation are satisfactory. However, no radiators have yet been covered to protect residents from burns, on the grounds that no resident has yet been burned in over twenty years since Abbeywood has operated as a care home. One particular radiator, in the lounge, was too hot to touch at the time of the inspection and would most likely cause severe injury to a resident who touched it for long. Although that radiator is partly protected by being screened by chairs, it is a requirement that all radiators are properly covered to protect residents from burns. Abbeywood House DS0000018311.V313721.R01.S.doc Version 5.2 Page 18 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29, 30 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service and takes into account the views and experiences of people using the service. Residents are cared for by competent staff in sufficient numbers to meet the needs of those currently living in the home. However, staff training, induction and supervision needs improvement. EVIDENCE: Consultations with the owner, manager, staff, residents and relatives evidence that the staffing levels are satisfactory to meet the needs of the residents. Staff observed and consulted appeared experienced in the provision of care to elderly people, were patient and treated the residents with respect. Residents confirmed this observation: “the girls are so good”, “they will do anything for you” “they never get cross”. Observation of the shift handover meeting evidenced that the care staff have a more detailed knowledge of the residents and their conditions than the documentation would suggest. The owner (himself City and Guilds qualified) and the comparatively new registered manager (just finished her NVQ and Registered Managers Award) are very keen to develop staff supervision and appraisal, currently in an embryonic stage. One member of staff has so far benefited from the new system of supervision and appraisal which the manager proposes to introduce to all twenty staff. Consultation with the manager indicated that staff are Abbeywood House DS0000018311.V313721.R01.S.doc Version 5.2 Page 19 recruited carefully, though this proved difficult to verify as the required documentation such as application form, two written references, Criminal Records Bureau Disclosure, and recent photograph was fragmented across different files and offices of the owner and manager. The manager must ensure that all staff are properly recruited as detailed in this standard. Two members of staff are currently undertaking NVQ 3 training. However, it has been advocated for several years that 50 of care staff should have attained that qualification. All staff have recently undertaken with Plymouth College training modules specific to their respective work responsibilities. The cook and manager undertook Safer Food Better Business and Infection Control, while the cook and seniors (who set out tea times) undertook Food Hygiene. The seniors undertook Safe Handling of Medicines. Several undertook Health and Safety, while others updated their Manual Handling training. Abbeywood House DS0000018311.V313721.R01.S.doc Version 5.2 Page 20 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. 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 and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 32, 33, 37, 38 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service and takes into account the views and experiences of people using the service. Residents live in a home which is run in their best interests. The owner, manager and staff team strive to provide a comfortable home where the health, safety and welfare of residents are promoted and largely protected. However, documentation needs improvement, including ensuring that residents are protected from any harm, and staff properly supervised. EVIDENCE: Both the hands-on owner and the manager are people of good character, and are qualified and experienced for the job they are respectively doing. The owner promoted an existing staff member to the position of registered manager about a year ago. Since then they have together been tackling in Abbeywood House DS0000018311.V313721.R01.S.doc Version 5.2 Page 21 their order of priority the many tasks that are required to update the home. The first priority has been the ten-bed extension which has enhanced the facilities of the home. So far, paperwork has been well down the list of priorities. The registered manager must draw up a workable policy for staff induction, supervision and appraisal and implement that policy. It is recommended that all documentation, including policies, procedures, but particularly client assessment and care planning be reviewed and improved. Additionally, there remains a lack of clarity regarding each other’s role, in particular the responsibility to produce and maintain policies, procedures and records. This became evident during the inspection, when it became necessary to move from the manager’s office in the main building to the owner’s office in order to obtain client documentation such as Social Services’ assessments. Such documentation should really be located in the client’s file in the manager’s office, or elsewhere, accessible to staff as necessary. Personnel information was also fragmented between the two offices. It is clear, however, that the overall priority of the owner, manager and staff team is to provide good care to residents in a quality and comfortable home. It is recommended that the owner and manager clarify and put in writing their respective roles and responsibilities to ensure effective and efficient management of the home. In order to ensure that the home is also safe, it is a requirement that the hot radiators and pipes are covered to make sure that residents are safe from burns. Abbeywood House DS0000018311.V313721.R01.S.doc Version 5.2 Page 22 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People 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 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 2 X 3 N/A HEALTH AND PERSONAL CARE Standard No Score 7 2 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 2 3 3 X 3 3 2 3 STAFFING Standard No Score 27 3 28 3 29 2 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 2 3 X X 1 2 3 Abbeywood House DS0000018311.V313721.R01.S.doc Version 5.2 Page 23 Are there any outstanding requirements from the last inspection? YES 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 OP25 Regulation Reg 13 (4) (a) Requirement The registered person shall ensure that all parts of the home to which service users have access are so far as reasonably practicable free from hazards to their safety. (This relates to the radiators which are not covered. The previous requirement to achieve this by 13/03/06 not met). The registered person shall ensure: that at all times suitably qualified…. persons are working at the care home, and that they receive training appropriate to the work they are to perform; and suitable assistance, including time off, for the purpose of obtaining further qualifications appropriate to such work. (This relates to the target that 50 of care staff should have NVQ level 3 to ensure they undertake their job in a professional manner). The registered person shall ensure that persons working at DS0000018311.V313721.R01.S.doc Timescale for action 07/01/07 3. OP30 Reg 18 (1) (a) (c) 07/02/07 4. OP36 Reg 18 (2) 07/02/07 Abbeywood House Version 5.2 Page 24 the care home are appropriately supervised. (This relates to staff receiving appropriate induction, supervision and appraisal). RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. 2. Refer to Standard OP16 OP32 Good Practice Recommendations It is recommended that all expressions of dissatisfaction and the action taken to resolve the situation are recorded. It is recommended that the owner and manager clarify and write down their respective roles and responsibilities to ensure effective and efficient management of the home. It is recommended that all documentation, including policies, procedures, but particularly client assessment and care planning be reviewed and improved. 3. OP37 Abbeywood House DS0000018311.V313721.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection Ashburton Office Unit D1 Linhay Business Park Ashburton TQ13 7UP 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 Abbeywood House DS0000018311.V313721.R01.S.doc Version 5.2 Page 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. 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