Inspection on 12/07/05 for Amber Lodge Residential Care Home

This inspection was carried out on 12th July 2005.

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

Other inspections for this house

Amber Lodge Residential Care Home 05/09/07

Amber Lodge Residential Care Home 06/09/06

Amber Lodge Residential Care Home 03/11/05

Amber Lodge Residential Care Home 07/02/05

Amber Lodge Residential Care Home 14/09/04

Similar services:

Coopers Mill Ltd

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Paradise Lodge

Grangewood

Upaya Ananda

Newton Court (1-2)

Kings Lane (32)

Pemdale

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

CARE HOME ADULTS 18-65 Amber Lodge Residential Home Lukannen Broadview Road, Oulton Broad Lowestoft, Suffolk NR32 2PL Lead Inspector Jan Davies Announced 12 July 2005 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Adults 18-65. They can be found at www.dh.gov.uk or obtained from The Stationary Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Amber Lodge Residential Home v230321 i54 - i04 s24325 amber lodge v230321 050706 stage 4.doc Version 1.40 Page 3 SERVICE INFORMATION Name of service Amber Lodge Residential Home Address Lukannen, Broadview Road Oulton Broad, Lowestoft Suffolk NR32 3PL 01502 572586 01502 581539 Telephone number Fax number Email address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) Mrs Maxine Frost Mr Ryan Stanton Care Home 13 Category(ies) of LD Learning Disability (13) registration, with number of places Amber Lodge Residential Home v230321 i54 - i04 s24325 amber lodge v230321 050706 stage 4.doc Version 1.40 Page 4 SERVICE INFORMATION Conditions of registration: none Date of last inspection 7/2/05 Brief Description of the Service: Amber Lodge provides residential care for 13 Adults with learning disabilities. The building comprises of two large interlinked terraced houses on the main road into Lowestoft and is a short walk from the beach. Local shops and amenities are approximately half a mile from the home and there are good transport linls into central Lowestoft. The service offers all single bedrooms, two large communal rooms and a dining room. Amber Lodge Residential Home v230321 i54 - i04 s24325 amber lodge v230321 050706 stage 4.doc Version 1.40 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This announced inspection was undertaken on a normal week-day beginning in the morning when only 2 residents were at home and continuing into the afternoon when the other residents began returning home from their respective day-care or other week-day activities. The inspector was able to spend time with a number of residents who contributed to the inspection and expressed their positive views of the home. A family member was visiting during the inspection and spoke of the good care given to their relative and of the positive choices offered to them. What the service does well: Residents are encouraged and helped to maintain and promote family contact and take appropriate responsibility toward personal development and independence. Personal support is sensitively given and health-care needs are promoted. Help and support is given to enable residents to access community based facilities. The home has good arrangements for admission and supporting service users with care planning. The home continued to provide a varied and interesting programme for service users. There was evidence that this was done in consultation with the service users who confirmed that they were supported to try new opportunities as well as maintaining their regular routines. Contact with families was encouraged and supported and relatives spoken with confirmed that the communication between themselves and staff was very good. Amber Lodge Residential Home v230321 i54 - i04 s24325 amber lodge v230321 050706 stage 4.doc Version 1.40 Page 6 What has improved since the last inspection? What they could do better: Improvements could be made to monitor premises and increase regularity of risk assessing areas of the home that are known to be potential hazard areas ie water temperature monitoring, making access to basement area safe and monitoring incidents and accidents more closely by providing more detail when recording of incidents to clarify whether or not the incident must be reported to CSCI as significant. Requirements have been made about water temperature, reporting of incidents and accidents and making certain areas of the home safer. Returned feedback forms highlighted the need for the home to ensure that all residents and their families/friends are aware of the home’s complaints’ policy. The manager should raise awareness of the home’s complaints’ procedure for all service users, including their family and friends. The home could improve records by noting, in individual files of residents, when the local authority has been asked for a formal review of care planning to take place and on each occasion include a copy of the ‘reminder’ letter on case files of individual residents. The manager must improve the system for recording of administered medicines and make it more robust. There were indications of problems to the fabric and structure of the building, insufficient risk assessments in place for potential hazard areas including water temperatures (that were too hot) and lack of robust monitoring to the premises. This must be immediately addressed to increase safety for residents. The inspector was concerned that the ceiling in a basement area room used for storing the medicine cabinet, and only accessed by staff members, was unsafe. The ceiling to this room was markedly bowed, very stained, flaking and moved when touched. The registered person must obtain a report from an appropriate professional about the structural safety in this area, make good any remedial work required and improve safety. Amber Lodge Residential Home v230321 i54 - i04 s24325 amber lodge v230321 050706 stage 4.doc Version 1.40 Page 7 Staffing levels should be reviewed regularly in the light of residents changing needs and quality monitoring should take the views of families and residents into account on this when they are canvassed for their views. Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. Amber Lodge Residential Home v230321 i54 - i04 s24325 amber lodge v230321 050706 stage 4.doc Version 1.40 Page 8 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Standards Statutory Requirements Identified During the Inspection Amber Lodge Residential Home v230321 i54 - i04 s24325 amber lodge v230321 050706 stage 4.doc Version 1.40 Page 9 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users’ know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 1,2,3,4,5 Residents and their families can be assured that choices are offered and that there are good arrangements in place to support the admission and care planning of residents in the home. EVIDENCE: There was a statement of purpose that was up to date and set out the aims and philosophy of the home, its services and facilities and terms and conditions. Each resident was provided with a service user guide to the home. The guide was appropriate and comprehensive in relation to the service user group accommodated and their assessed needs. This had been produced in larger print and carers ‘talked’ this through with residents to increase awareness. One resident told the inspector that they, together with their family, had chosen for them to come here because of the pre-admission stay that they had enjoyed. Copies of assessments carried out at the time of referral were available on file, care plans demonstrated that appropriate pre-admission visits had been arranged and contracts of terms and conditions were available. Amber Lodge Residential Home v230321 i54 - i04 s24325 amber lodge v230321 050706 stage 4.doc Version 1.40 Page 10 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate, in all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept The Commission considers Standards 6, 7 and 9 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 6,7,8,9 Residents can expect that their assessed needs and personal goals are reflected in their individual plan and that they are enabled to take risks as part of an independent lifestyle. They can expect that all information about them is confidentially kept. EVIDENCE: There were plans of care for all individual service users that outlined their assessed needs and how these had been met and will continue to be met, supported by staff working alongside residents. The minutes of residents meetings demonstrated that all residents contributed, were consulted on, and participate in, all aspects of life in the home. Residents told the inspector that they like going out and doing things such as swimming, shopping and going to the pub. One resident said that they could do this because a member of staff went with them. Daily recording sheets showed that residents were appropriately involved in the home and community according to risk assessments in their files for certain activities. Amber Lodge Residential Home v230321 i54 - i04 s24325 amber lodge v230321 050706 stage 4.doc Version 1.40 Page 11 According to their skills and abilities residents were invited to be included in the tasks associated with the running of the house---shopping, hanging out laundry, or helping to prepare an evening meal of their choice. The inspector was made aware that statutory reviews were not taking place for all but one resident and that the home was holding internal reviews to progress the care planning. While this demonstrates good practice it does not meet statutory requirements of reviewing of residents placed by local authorities. The home is recommended to record in individual files that the local authority has been asked for a formal review to take place and on each occasion, include a copy of the ‘reminder’ letter in case files of individual residents. Amber Lodge Residential Home v230321 i54 - i04 s24325 amber lodge v230321 050706 stage 4.doc Version 1.40 Page 12 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 12,13,14,17 People using this service can be assured that social activities and meals are well-managed, creative and provided daily variation and interest for people living in the home. EVIDENCE: Recordings from the staff and activities co-ordinator confirmed that the home was responsible for planning and arranging day services, attendance at colleges or education facilities and identifying possible employment opportunities. This was being done in consultation with service users to ensure their needs identified in care plans were met. A relative told the inspector that their family member had been carefully assessed for independent activity and was enabled to access a place of work locally. Amber Lodge Residential Home v230321 i54 - i04 s24325 amber lodge v230321 050706 stage 4.doc Version 1.40 Page 13 Another resident told the inspector that they were helped to go out to ‘work’ in the community and had a cleaning job with wages/incentives at a social services facility. A number of people living in the home were spoken to and everyone who commented on the food said it was good and that there were choices for them. Menus seen were balanced and interesting and mealtimes were seen to be flexible to the needs and individual preferences of residents. Amber Lodge Residential Home v230321 i54 - i04 s24325 amber lodge v230321 050706 stage 4.doc Version 1.40 Page 14 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 18,19,20 The home had appropriate arrangements in place for the physical and emotional health needs of service users and was ensuring that they received personal support in line with their assessed needs and preferences. EVIDENCE: Staff members respected the privacy and dignity of service users and staff conduct in this area was defined in the home’s information available to staff on how to perform their duties. This also included a policy for personal care giving. Through discussion with both staff and service users (and observation) it was evident that the healthcare needs of the service users were being met in an appropriate and timely manner. All service users were registered with local general practitioners and have attended surgery, (if they were not too ill to do so in which instance a GP ‘house call’ would be requested/made.) Amber Lodge Residential Home v230321 i54 - i04 s24325 amber lodge v230321 050706 stage 4.doc Version 1.40 Page 15 Medication systems were being administered in accordance with the policy and procedure of the home. There were protocols in place which provided guidance for staff on administration of ‘as required’ medication. Discussion took place around the arrangements for the training provided to support workers for administration of medication and records were seen to show that the training was according to the home’s time-scale for this. The local pharmacist had visited and made a medicine audit the previous week. However at the time of the inspection there was one noted omission on the medicine administration chart for 27/6/05 and this was put down to an ‘oversight.’ The manager is recommended to consider how the system for recording of administered medicines can be made more robust. Amber Lodge Residential Home v230321 i54 - i04 s24325 amber lodge v230321 050706 stage 4.doc Version 1.40 Page 16 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 22 Service users clearly felt that they were cared for, respected and listened to in that their views were being listened to and acted on. A small number of feedback forms referred to some relatives being unsure about the complaints procedure. EVIDENCE: Discussion with service users confirmed that they would talk to staff if they had a complaint. Amber Lodge Residential Home v230321 i54 - i04 s24325 amber lodge v230321 050706 stage 4.doc Version 1.40 Page 17 There have been no complaints since the last inspection. The complaint procedure was available in larger print formats to make it more accessible to the service users. The home’s complaint’s policy and procedure had been updated to identify the role of the CSCI and the timescale of response. Not all service users were able to identify the procedure set out for complaints that the home would follow should they need to do this (because of their level of dependency). The home had provided external, independent advocacy for service users with an appropriate person to act in the role of advocate in this event. Those service users spoken with expressed their contentment with the service being provided. A small proportion of feedback forms from family/friends indicated that they were not all aware of the home’s complaint procedure and would not be clear of the process in the event that they wanted to make a complaint. The manager is recommended to raise awareness of the home’s complaints’ procedure for all service users, including their family and friends. Amber Lodge Residential Home v230321 i54 - i04 s24325 amber lodge v230321 050706 stage 4.doc Version 1.40 Page 18 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 24,25,26,30 People using this service can be assured that it is clean, bright, airy and well decorated with many homely touches. It was suitable in many ways for the needs of the service users who lived there and met their individual and collective needs. However there were indications of problems to the fabric and structure of the building, insufficient risk assessments in place for potential hazard areas including water temperatures (that were too hot) and lack of robust monitoring to the premises. Amber Lodge Residential Home v230321 i54 - i04 s24325 amber lodge v230321 050706 stage 4.doc Version 1.40 Page 19 EVIDENCE: It was evident from visiting different service users’ rooms that these had been decorated and furnished in a style which they had chosen and which reflected their individuality; for example one room was decorated with the souvenirs and pictures of the occupant’s interests being James Bond and Star Wars memorabilia; The resident in this room told the inspector how pleased they were with their room and that it had been chosen by them. They especially liked the fact they had a large television and DVD player with choice of favourite DVDs. There were pictures celebrating the achievements and ‘days to remember’ for residents in communal areas and more personal pictures of importance in their rooms. Bathrooms and toilets were well decorated and doors had suitable working locks. On the day of the inspection the home was well maintained, hygienic, and free from unpleasant odour. In bathrooms water temperatures were erratic, were not being properly monitored and posed an immediate health and safety risk. The temperatures in residents’ bedrooms appeared to be more stable and were not, unlike those in some bathrooms, over the safe temperature limit being unbearably hot. The registered person is required to immediately address this to provide safe water temperatures at all outlets. The inspector was concerned that the ceiling in a basement area room used for storing the medicine cabinet, and only accessed by staff members, was unsafe. The ceiling to this room was markedly bowed, very stained, flaking and moved when touched. The registered person must obtain a report from an appropriate professional about the structural safety in this area, make good any remedial work required and improve safety. Amber Lodge Residential Home v230321 i54 - i04 s24325 amber lodge v230321 050706 stage 4.doc Version 1.40 Page 20 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 35 the key standard to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 31,32,33,35,36 People using this service can expect that their needs are met by well trained and supervised staff. EVIDENCE: The staff team were clearly committed to training and viewed it as an essential component to developing their practice. Of the present staff team of 11, 6 had completed their NVQ level 2 training. Another 5 members of staff were currently undertaking NVQ training and when completed will increase the present percentage from approximately 55 to well over the minimum required. The Registered Manager and senior staff members had either completed or were completing their Registered Manager Award (RMA). There was also good evidence of new staff undertaking a detailed induction programme. The staff recruitment procedure was examined at the last full inspection but no new staff members have started, nor existing staff left, in the meantime. There was evidence that references had been requested and received. Amber Lodge Residential Home v230321 i54 - i04 s24325 amber lodge v230321 050706 stage 4.doc Version 1.40 Page 21 From examination of records and discussion with staff it was evident that since the last inspection formal supervision sessions were being provided for staff on a regular basis. Staff expressed the view that supervision was a useful way of discussing work and/ or other issues which may impact on work and that it provided support to enable them to carry out their work effectively. Feedback forms received prior to the inspection contained some comments indicating that relatives were not always sure that there were sufficient numbers of staff on duty at all times of the day. The inspector examined staff rotas, spoke to staff and residents and concluded that staffing levels were currently adequate but that these should be reviewed regularly in the light of residents changing needs and that quality monitoring should take account of this when families and residents are canvassed for their views. Amber Lodge Residential Home v230321 i54 - i04 s24325 amber lodge v230321 050706 stage 4.doc Version 1.40 Page 22 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. Service users’ rights and best interests are safeguarded by the home’s record keeping policies and procedures. The health, safety and welfare of service users are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 39, and 42 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for standard(s) 38,39,41,42, There was good leadership, direction and guidance to staff to ensure service users receive consistent quality care. Care practices indicated that the overall health, welfare and safety of the people using the service were being promoted. However safety issues relating to the premises must be more robust with more effective monitoring in place. EVIDENCE: The manager had the qualifications, skills and experience to manage the service. He has been in post since the last inspection and had worked a number of years prior to this for the organisation in a senior capacity in the home. Staff expressed the view that the manager was approachable and supportive to them. From discussion and observation the inspector was satisfied that this was the case. Amber Lodge Residential Home v230321 i54 - i04 s24325 amber lodge v230321 050706 stage 4.doc Version 1.40 Page 23 Although there were risk assessments in relation to the premises, these did not identify all potential risks to service users and must be extended to include risk assessing those areas of the home referred to above in this report ie. basement ceilings, doors opening down to the basement, medication recording and water temperatures. There were regular house meetings held which service users and staff both attend and separate staff meetings with minutes taken. The inspector was satisfied that the views of service users and staff were actively sought and acted upon. Policies, procedures, and codes of practice records (apart from those already mentioned that did not fully comply) were signed by the registered manager, dated, monitored, reviewed and ammended as appropriate and demonstrated that these were current/up to date. The manager demonstrated that the organisation has looked at ways of making essential information contained in policies relevant to service users available in a format that was more appropriate to their levels of learning disability and understanding. Amber Lodge Residential Home v230321 i54 - i04 s24325 amber lodge v230321 050706 stage 4.doc Version 1.40 Page 24 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME CONCERNS AND COMPLAINTS Standard No 1 2 3 4 5 Score 3 3 3 3 3 Standard No 22 23 ENVIRONMENT Score 2 x INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 LIFESTYLES Score 2 3 3 3 x Score Standard No 24 25 26 27 28 29 30 STAFFING Score 1 3 3 x x x 3 Standard No 11 12 13 14 15 16 17 x 3 3 3 x x 3 Standard No 31 32 33 34 35 36 Score 2 3 3 x 3 3 CONDUCT AND MANAGEMENT OF THE HOME PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Amber Lodge Residential Home Score 3 3 2 x Standard No 37 38 39 40 41 42 43 Score x 3 3 x 2 2 x v230321 i54 - i04 s24325 amber lodge v230321 050706 stage 4.doc Version 1.40 Page 25 no Are there any outstanding requirements from the last inspection? STATUTORY REQUIREMENTS This section sets out the actions which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard 20 Regulation 13 Requirement The registered person must improve the system for recording of administered medicines and make it more robust. The registered person is required to immediately address this to provide safe water temperatures at all outlets. The registered person must obtain a report from an appropriate professional about the structural safety in the basement area where the ceiling is bowed, make good any remedial work required and improve safety. The registered person must risk assess and monitor the doors leading down to the basement for increased safety for residents and staff. Timescale for action 31/07/05 2. 24 23 & 24 06/07/05 3. 24 23 & 24 31/08/05 4. 24 23 & 24 31/07/05 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Good Practice Recommendations v230321 i54 - i04 s24325 amber lodge v230321 050706 stage 4.doc Version 1.40 Page 26 Amber Lodge Residential Home 1. Standard 6 2. 31 3. 22 The home is recommended to record in individual files that the local authority has been asked for a formal review of care plans to take place and, on each occasion, include a copy of the ‘reminder’ letter in case files of individual residents. Staffing levels should be reviewed regularly in the light of residents changing needs and quality monitoring should take the views of families and residents into account on this when they are canvassed for their views. The manager is recommended to raise awareness of the home’s complaints’ procedure for all service users, including their family and friends. All policies, procedures, and codes of practice records should be dated, monitored, reviewed and ammended as appropriate to demonstrate that residents health and safety is being fully promoted. 4. 41 Amber Lodge Residential Home v230321 i54 - i04 s24325 amber lodge v230321 050706 stage 4.doc Version 1.40 Page 27 Commission for Social Care Inspection 5th Floor St Vincent House Cutler Street Ipswich IP1 1UQ 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 Amber Lodge Residential Home v230321 i54 - i04 s24325 amber lodge v230321 050706 stage 4.doc Version 1.40 Page 28 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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!