Please wait

Please note that the information on this website is now out of date. It is planned that we will update and relaunch, but for now is of historical interest only and we suggest you visit cqc.org.uk

Inspection on 07/07/09 for Abbots Grange Residential Home

Also see our care home review for Abbots Grange Residential Home for more information

This inspection was carried out on 7th July 2009.

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

The inspector found no outstanding requirements from the previous inspection report, but made 2 statutory requirements (actions the home must comply with) as a result of this inspection.

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

What the care home does well

Service users have good access to all available medical support in the community. Medication is appropriately stored and administered by the staff. Staff know the service users well and are attentive to their needs. A wide range of activities are available for service users to participate in if they wish within Abbots Grange. The provision of food was good. People felt safe and believed that their complaints would be responded to. Care is provided by a stable and experienced staff team who have a good knowledge of the service users. The staff team have access to good training opportunities. All service users who spoke to were very positive about their experience of living at Abbots Grange and the way they were treated by the staff team.

What has improved since the last inspection?

Staffing levels have been increased to ensure appropriate staffing is available at all times. The security of the building had been improved. All the requirements made at the previous inspection had been addressed. This included keeping records on the premises, ensuring that health care needs such as podiatry being attended to in a timely manner and the effective maintenance of medication administration records.

What the care home could do better:

The Statement of Purpose and the process for assessing the suitability of service users must be strengthened to ensure service users are not admitted to the home inappropriately. Managers should ensure that service users` files are periodically audited so that available information is used to update the care plans. The recording of complaints and their investigation should be improved to ensure there is a managerial overview of any patterns of failings or concerns developing. This would enable action to be taken in a timely manner. Risk assessments should be undertaken thoroughly in order to minimise potential risks created by hot surfaces and bed rails.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Abbots Grange Residential Home Newport Street Werneth Oldham OL8 1RE     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: Steve Chick     Date: 0 7 0 7 2 0 0 9 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. that people have said are important to them: They reflect the things 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 Older People 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 Older People 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.cqc.org.uk Internet address Care Homes for Older People Page 3 of 28 Information about the care home Name of care home: Address: Abbots Grange Residential Home Newport Street Werneth Oldham OL8 1RE 01616243752 F/P01616243752 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : Westholme Care Home Limited care home 40 Number of places (if applicable): Under 65 Over 65 15 30 10 dementia old age, not falling within any other category physical disability Additional conditions: 0 0 0 The home is registered for a maximum of 40 service users to include: *up to 15 service users in the category of DE(E) (Dementia over 65 years of age). *up to 30 service users in the category of OP (Old age, not falling within any other category). *up to 10 service users in the category of PD(E) (Physical disability over 65 years of age). Date of last inspection Brief description of the care home Abbots Grange Residential Home provides 24-hour personal care and accommodation for up to 40 service users over the age of 65 years. Abbots Grange Residential Home is owned by Westholme Care Home Limited. The home is situated on a quiet residential street in Werneth, approximately one mile from Oldham town centre. Local shops and a doctors surgery are about a ten minute walk away. Buses are available to Oldham and Manchester from Manchester Road, which is a ten-minute walk away. Care Homes for Older People Page 4 of 28 Brief description of the care home A small drive leads to the home, which was once a large Victorian house. To the side of the property is a small garden area. A car park is available to the front of the home. The home has been extended to the rear to provide accommodation for up to 40 service users. Bedroom accommodation is provided on both the ground and first floors. The home also has a mezzanine level but access to these bedrooms is restrictive, due to steps. There are 32 single and four shared bedrooms. En-suite toilets are provided in all the bedrooms, except five rooms. There are two lounges and one dining room on the ground floor. The home has one assisted bath, one unassisted bath and one shower room. The current weekly fees are between 360.00 and 384.29. Further details regarding fees are available from the manager. Care Homes for Older People Page 5 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 Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: The quality rating for this service is one star. This means the people who use this service experience adequate quality outcomes. We (the Care Quality Commission) undertook a key inspection, which included an unannounced visit to the home. This meant that no one at Abbots Grange knew that the visit was going to take place. All the key inspection standards were assessed at the site visit. For the purpose of this inspection three service users were interviewed in private, as were two members of staff. Additionally discussions took place with the acting manager Care Homes for Older People Page 6 of 28 and the area manager. We also looked at information we have about how the service has managed any complaints, what the service has told us about things that have happened in the service, these are called notifications and any relevant information from other organisations. Before the site visit, we asked for surveys to be sent out to staff, asking what they thought about the care at the home. Two members of staff had returned their surveys to us by the time this report was written. Some of the information from these surveys is included in the report. We also asked the management of the home to fill in a questionnaire, called an Annual Quality Assurance Assessment (AQAA). This is a legal requirement. The AQAA is an opportunity for them to tell us what they thought they did well, what they need to do better and what they have improved upon. Where appropriate, some of these comments have been included in the report. We undertook a tour of the building and looked at a selection of service user and staff records as well as other documentation, including staff rotas, medication records and the complaints log. We are aware of one safeguarding investigation since our last Key Inspection, with which the management and staff were cooperating fully. 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. Care Homes for Older People Page 8 of 28 The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 9 of 28 Details of our 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) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 10 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 and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. 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 them 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 have their needs assessed before moving to the home although it is not always clear that this assessment process identifies that Abbots Grange may not be the most suitable care setting for the individual. Evidence: The AQAA did not specifically address the assessment process used by Abbots Grange to establish if a prospective service users needs could be met by the staff at the home. However it did say that prospective service users were welcomed, prior to admission to visit the home. The AQAA told us of two people living at the home who were significantly younger than the majority of people living there. A recommendation was made at the previous inspection that the homes statement of purpose and service user guide should be rewritten to clarify the type of people and the age range which the home can provide Care Homes for Older People Page 11 of 28 Evidence: care for and how those peoples needs will be met. We were told by the area manager that this had not been done. We looked at a selection of service users files. These demonstrated that an assessment had been undertaken. In one example seen the preadmission assessment was not dated, which made it difficult to establish conclusively that this assessment had been undertaken before the person moved to the home. Discussion with the acting manager and service users indicated this was an administrative oversight rather than a failure to assess their needs. Service users who we asked, could recall being involved in an assessment before moving to the home. Abbots Grange does not offer intermediate care. Care Homes for Older People Page 12 of 28 Health and personal care 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 health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they 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. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Service users health, personal and social care needs are met by the usually consistent implementation of policies and procedures. Staff practices also serve to promote the dignity of the service users. Evidence: The AQAA told us that all service users had an individual plan of care which was regularly reviewed and updated. We were also told that service users and their families were encouraged to have involvement in the way in which their care needs were met. We looked at a selection of files relating to service users. They all had a written care plan. However, the level of detail and clarity around how individuals needs were best to be addressed was inconsistent. Examples were seen where good detail was apparent. Others were less clear. For example, supervision was the instruction to staff in relation to a strategy to manage the continence of an individual. Similarly Care Homes for Older People Page 13 of 28 Evidence: documentary evidence of the involvement of service users or their representatives in the care planning process was inconsistent. Examples were seen in some daily records of patterns of challenging behaviour which did not appear to have been addressed through the care planning process but probably should have been. It is important that the written care planning process accurately reflect both the needs of the individual and the intended methods of meeting those needs. This is to enable the staff of the home to demonstrate that the people living there are receiving appropriate care. However, in the main, these omissions appeared to be administrative in nature. Staff who we spoke to were confident that their personal knowledge of the individuals and the verbal handover of information complemented the written care plans with the result that they had good up-to-date information about the needs of each individual in their care. One service user told us that never a day goes by without being asked how I am. There was good documentary evidence that service users have access to the full range of medical services available in the community. Service users and staff who we spoke to, all expressed confidence that medical support was obtained in a timely manner. We looked at a small sample of medication administration records. These presented as being appropriately maintained. This demonstrates that the right person was getting the right medication in the right dose at the right time. Medication was also seen to be stored safely. All service users and staff who we spoke to said that people had their privacy and dignity respected. One member of staff who returned a survey to us said, in response to the question what does the home do well, residents are very well looked after. The care they received from all members of staff is brilliant. One service user who we spoke to described the staff as excellent, very good. This person also observed that the staff were really good with other service users too. Care Homes for Older People Page 14 of 28 Daily life and social activities 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 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. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. 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. An appropriate range of activities is available for service users and visitors are welcome in the home which enhances service users fulfilment and social stimulation. The provision of food is good. Evidence: We were told in the AQAA that social activities had improved since the previous inspection. At this visit we were also told that one service user was taking a leading role in organising and recording some activities. This was confirmed by the service user who also told us that the new acting manager was always on the lookout for new things to do. Recorded activities included beetle drive, art and craft activities, bingo, film afternoons and cards. We were also told that a barbecue and outings were planned for the summer. It was clear from observation that whilst people were able to participate there was no compulsion for people to take part in activities. At the time of our visit a group of staff and service users were playing cards, while another service user was setting up his own CD player for others in the lounge to enjoy. Care Homes for Older People Page 15 of 28 Evidence: We were told that friends or relatives were able to visit at any reasonable time and that there are no restrictions on visiting. Service users and staff who we asked, told us that visitors are made to feel welcome. Service users and staff who we asked, confirmed that people were free to get up and go to bed when they chose. Similarly, people were free to use the communal areas or their own rooms, without restriction and, subject to an assessment of any potential risk, people were free to come and go from the building as they wished. During this unannounced visit we sampled one meal which was pleasantly presented and tasty. There was documentary evidence that service users had a choice of menu at mealtimes. This was also confirmed by service users who we talked to. One service user told us that the food was smashing and confirmed that they [staff] come round to ask you what you want. Care Homes for Older People Page 16 of 28 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. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. 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 are protected from abuse or exploitation by the homes policies and practices and are confident that any complaints they may have would be dealt with appropriately. Evidence: A copy of the written complaints procedure was seen to be prominently displayed in the foyer. We were told in the AQAA that all service users and families were aware of the complaints procedure. This communication would be further improved if the complaints procedure was effectively addressed in the service user guide, which it was not. We looked at the complaints log and the last complaint which was noted was from September 2008. Some daily records which we looked at included a record of a service user complaining about some circumstances. Although this matter was recorded on the service users file, it was not recorded in the complaints log and it was not clear if the matter had been reported to any senior member of staff. However, service users and staff who we spoke to were all confident that any complaint would be dealt with appropriately if reported. Staff who returned surveys to us also said that they knew what to do if someone had concerns about the home. Care Homes for Older People Page 17 of 28 Evidence: We were told in the AQAA that the home had an adult protection and whistle blowing policy that all staff were aware of. Service users who we spoke to told us that they felt safe at the home. One person said nobody here is abusive. Another service user said they treat me really good. Another service user told us that he knew he could talk to staff if he needed to. It was not clear from the training matrix provided to us if staff had received specific training in connection with the protection of vulnerable adults, however many staff had undertaken NVQ (National Vocational Qualification) training where this would have been covered. Staff who we spoke to, were confident that service users were protected from abuse or exploitation. We were aware of one safeguarding investigation being undertaken by staff from OMBC (Oldham Metropolitan Borough Council). We understood that the management at Abbots Grange were co-operating fully with their investigations. Care Homes for Older People 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, 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. 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 home is predominantly appropriately maintained, decorated and cleaned to enable service users to live in a pleasant, safe and hygienic environment. Evidence: We were told in the AQAA that the environment was a warm comfortable and clean one where service users were encouraged to personalise their own rooms and where communal areas were decorated to provide a homely feel. During this unannounced inspection we undertook a tour of the building. This included communal areas and a selection of service users own bedrooms. The home presented as predominantly appropriately maintained and decorated. The television set in the dedicated smoking room did not have very good digital reception. We were told this matter had been identified and was being addressed. There was good evidence that service users could personalise their own rooms and we were told that service users could have a key to their room if they chose. In one bedroom there was an uncovered radiator next to a bed. Prolonged contact with hot surfaces, such as radiators and hot water pipes can be dangerous particularly for frailer older people. This matter is further addressed in the Management and Care Homes for Older People Page 19 of 28 Evidence: Administration section of this report. The home presented as clean and tidy with no unpleasant smells. All service users and staff who we spoke to confirmed that this was the usual state of the building. Care Homes for Older People 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 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 to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. 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. The numbers and skills mix of staff, who have been predominantly appropriately recruited, promotes the independence and well-being of service users. Evidence: We were told in the AQAA that there was a stable and experienced staff team with a good skill mix who had been working in the home for many years. Staffing had been increased since the previous inspection, so that there were three staff members on duty each afternoon as well in the morning. We were provided with a copy of the staff Rota for the week beginning 29th of June 2009. This gave further evidence that staffing levels were maintained at three carers during the day and two at night. The acting manager told us that she believed these levels were appropriate for the numbers and dependency of the service users living in the home. Staff who completed the survey told us that there are always enough staff to meet the individual needs of all the people who use the service. Observation of staff and service user interaction indicated an appropriately calm and relaxed approach. Information provided in the AQAA and a copy of the training matrix given to us demonstrated that over 50 of the care staff held NVQ II or above. The NVQ is a nationally recognised qualification which is intended to provide care staff with Care Homes for Older People Page 21 of 28 Evidence: improved skills and knowledge so as to better undertake the care of the service users. A small selection of staff members certificates to prove their qualification was looked at. We were told in the AQAA that the home operated a thorough recruitment procedure and that all staff had undergone a period of induction. We were told that due to the low turnover of staff only a very few carers had been recruited since the previous key inspection. Inspection of the records relating to their recruitment and vetting indicated that generally all appropriate information was received to enable a reasonable decision to be made that the appointed person would be suitable to work with older people. One example was seen where there were gaps in the applicants employment history which did not appear to have been effectively investigated with them. Staff who we spoke to told us that they were able to access a range of training courses and that they were encouraged and supported to take advantage of training opportunities. Service users who we spoke to spoke positively about their relationship with staff team. Care Homes for Older People Page 22 of 28 Management and administration 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 led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate 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. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. 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 management systems do not use the quality audit systems effectively and not all health and safety procedures are followed for the benefit of service users and staff. Evidence: We were told by the area manager that the registered manager had been off sick and consequently not in day-to-day control of the home for well over six months. Some areas of work, required to ensure and demonstrate the effective running of a care home, appeared to have been allowed to slip. A few weeks before this unannounced visit, a senior member of staff from a different home, owned by the same company, had been seconded to be the acting manager at Abbots Grange. Information from staff and service users indicated that this person had already had a positive impact on the home and people were positive about how the management team were approachable and supportive. The AQAA was not completed as thoroughly as would be desireable. For example, Care Homes for Older People Page 23 of 28 Evidence: some information about policies and procedures was incorrect, although this was in the context of telling us that they did not have policies and procedures when in fact they did. This implied an administrative failing rather than any intent to provide false information. There was documentary evidence that the views of service users and other people with an interest in the running of the home had been sought by questionnaires distributed in March 2009. At the time of this visit a report of the analysis of the information provided by these questionnaires was not available. A small sample of records relating to money held by the home on behalf of service users was looked at. These presented as being appropriately maintained to protect the interests of the service users. Most issues relating to the health and safety of service users and staff presented as being appropriately dealt with. We were told that equipment in use in the home had been maintained, serviced and tested appropriately. We looked at a small sample of maintenance records to confirm this including those relating to the fire protection and alarm systems, and the hoists. These presented as being in order. A certificate confirming the appropriate maintenance of the lift could not be located at the time of this visit although the area manager was very confident that this had been obtained. Personal protective equipment, such as disposable gloves and aprons, was seen to be available throughout the building. Staff who we asked told us that this was always available and worn appropriately, to minimise the risk of cross infection. The unprotected radiator mentioned elsewhere in this report had the potential to cause an injury which was preventable. Also during the tour of the building one service users bed was seen to be fitted with bed rails although there did not appear to be a corresponding written risk assessment. Bed rails can be an effective tool to enhance the safety of service users. However there are also many aspects of the use of bed rails which can be extremely dangerous if not managed effectively. The effective management of their use necessitates a thorough risk assessment being undertaken. Care Homes for Older People 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 Older People 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 1 4 The responsible person must 09/10/2009 ensure that the statement of purpose and service user guide clearly identified the range of peoples needs which can be met at the home. This is to ensure that people do not live in the home unless their needs have been assessed as being able to be appropriately met within the home. 2 38 13 The responsible person must 11/09/2009 ensure that all identifiable and predictable areas of risk to staff or service users are effectively managed through the use of recorded risk assessments. These must specifically, but not exclusively, address unprotected hot surfaces, such as radiators and hot water pipes, and the use of bed rails. Care Homes for Older People Page 26 of 28 This is to ensure that the posibility of predictable injuries to service users are minimised. 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 1 7 The responsible person should ensure that service users care plans are regularly audited to ensure that information is appropriately used to update the written care plans. This is to ensure that staff can be confident that they have access to consistent, accurate and up-to-date information in connection with each service user. The responsible individual should ensure that all complaints, from whatever source are recorded in a central log. This record should include the date of the complaint, the nature of the complaint and the details of any investigation undertaken and the outcome. This will help to ensure that there is effective managerial oversight of the complaints process and assist in the early identification of any issues which may need to be addressed. The registered person should ensure that information obtained through the quality audit is used to improve the service, and a report of the outcome of a quality audit is made available to service users, and their representatives. 2 16 3 33 Care Homes for Older People Page 27 of 28 Helpline: Telephone: 03000 616161 or Textphone: or Email: enquiries@cqc.org.uk Web: www.cqc.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 Older People 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. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!