Inspection on 28/07/08 for Aston House

This inspection was carried out on 28th July 2008.

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

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

Other inspections for this house

Aston House 30/08/06

Similar services:

Hillside

Applegarth

122 Scorer Street

Jubilee Villa Care Home

Thornham Grove

Beech Lodge

8 Thorndale Road (Homefield College)

Hunter`s Lodge

Extracts from inspection reports are licensed from CQC, this page was updated on 08/11/2008.

CARE HOME ADULTS 18-65 Aston House 16 Queensberry Road Kettering Northamptonshire NN15 7HL Lead Inspector Thea Richards Unannounced Inspection 28th July 2008 09:00 Aston House DS0000065810.V369014.R01.S.doc Version 5.2 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Aston House DS0000065810.V369014.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Adults 18-65. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Aston House DS0000065810.V369014.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Aston House Address 16 Queensberry Road Kettering Northamptonshire NN15 7HL 01536 411620 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) bess.wallis@btinernet.com Mr Marko Raphael Korosso Mrs Elizabeth Mary Margaret Wallis Care Home 5 Category(ies) of Learning disability (5) registration, with number of places Aston House DS0000065810.V369014.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. Registration No additional conditions of registration apply. 30th August 2006 Date of last inspection Brief Description of the Service: Aston House is a converted Victorian house registered to provide care for 5 people with a learning disability. It is situated in Queensberry road close to the bus and train stations in Kettering. It close to local amenities and can be reached by both public and private transport. There is limited parking available in the road at the front of the house. The home has bedrooms on the ground and first floors, one bedroom has ensuite facilities and another has sole use of a separate shower and WC facilities. In addition there is one bathroom on the first floor and a shower and WC on the ground floor. The stairs lead to the first floor. There are two communal lounges, one on each floor. a dining room and a large kitchen diner that leads to a pleasant, well -maintained garden with a patio area that has tables and chairs. The home has recently bought a large trampoline for the residents that is in the garden. The home has its own transport to take the residents to the day centre and to other activities. Mrs Beth Wallis has managed the home since it opened and is an enthusiastic and caring manager. The home can be contacted by telephone, fax or email. The weekly fees are negotiated on an individual basis according to the residents’ needs. There are additional costs for holidays, hairdressing, dry cleaning, chiropody and toiletries. The registration certificate from the Commission for Social Care Inspection, an up to date certificate of insurance were displayed in the kitchen and the latest inspection report was available. Aston House DS0000065810.V369014.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. There is an‘ easy read’ summary included with this report. The Quality rating for this service is 2 Star. This means that the people who use this service experience good quality outcomes. This was a key inspection of a care home for people with a learning disability, which ended with an unannounced visit to the service. Before the visit we (throughout the report the use of ‘we’ indicates the Commission for Social Care Inspection), spent four hours reviewing information received by the Commission for Social Care Inspection (CSCI) since the annual service review that took place on the 10th February 2008. The visit took place on the 28th of July 2008 and lasted four hours. During the visit we checked all the ‘key’ standards as identified in the National Minimum Standards. This was achieved through a method called ‘case tracking’. Case tracking means that we looked at the care provided to two of the residents. To achieve this we spoke with the staff supporting their care and looked at the records relating to their health and welfare. We spoke with the residents although some of the communication was difficult; we managed to get feedback from them. With their permission the residents’ bedrooms were looked at. We also checked how the home was run and organised. This included looking at staff records, training and how the staff are organised. We looked at health and safety records, menus, minutes of meetings and the quality audit. The policy for handling complaints and how the home dealt with them was looked at. We looked at how prospective residents and their families are given information about the services the home can offer and whether they are suitable for them. We looked at the surveys that had been returned to from the residents and the staff that were found to be very positive about the care and support in the home. During the visit we spoke with the manager, the staff and the residents. There were no visitors in the home on the day of the visit. We did look at the results of the homes’ quality audit that showed that the families were pleased with the service given. Aston House DS0000065810.V369014.R01.S.doc Version 5.2 Page 6 What the service does well: What has improved since the last inspection? What they could do better: Consideration should be given to including the results of the quality audits in the Statement of purpose to help prospective residents and their families to make a decision about the home. The Statement of Purpose could be produced in other formats such as large print and ‘easy-read’ to allow a wider range of people to be able to read it. Aston House DS0000065810.V369014.R01.S.doc Version 5.2 Page 7 It would be clearer that the resident is involved in the development of the care plans if the use of ‘person centred’ care plans was in place. The complaints policy could be produced in other formats such as large print and ‘easy-read’ to allow a wider range of people to be able to read it. The complaints policy should be updated to include the contact details for Social services and the new details for the Commission for Social Care Inspection. The hot water temperatures must be tested to make sure that they are in the required range to avoid the possibility of the residents being scalded. Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Aston House DS0000065810.V369014.R01.S.doc Version 5.2 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 Outcomes Statutory Requirements Identified During the Inspection Aston House DS0000065810.V369014.R01.S.doc Version 5.2 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. JUDGEMENT – we looked at outcomes for the following standard(s): 1, 2. Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. Prospective residents have a thorough admission process and have enough information to make sure that the home is suitable for them. EVIDENCE: All of the residents who were ‘case tracked’ had been given a Statement of Purpose and terms and conditions. The Statement of Purpose and Service Users’ Guide gives people the information that they need to know about to help them make a decision about the home. The Statement of Purpose should be updated to include the new address and telephone number for the Commission for Social Care Inspection. Consideration could be made to include the results of the homes’ annual quality audit. This will give the prospective resident and their family a view on what people who use the service think about it. Providing a comprehensive Statement of Purpose & Service Users’ Guide results in good information for the residents, making sure that they they can get the most suitable care. The manager always visits prospective residents before they are admitted to the home and there is a thorough pre admission assessment form in place. Aston House DS0000065810.V369014.R01.S.doc Version 5.2 Page 10 This was seen in the care plans looked at and confirmed by the manger and the owner. The admission process included visits to the prospective resident, phased visits to the home and introduction to the existing residents. There is a positive programme to develop the residents to be able to live in a supported living environment. Two residents have already moved onto a facility owned and managed by Aston House (Lifestyle Care) Members of the staff spoken with said that they always knew what the residents’ needs were before they moved in. The current registration certificate from the Commission for Social Care Inspection (CSCI) and an up to date certificate of insurance was displayed in the kitchen and the latest report from the CSCI was available. Aston House DS0000065810.V369014.R01.S.doc Version 5.2 Page 11 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 6,7,9. Quality in this outcome area is good This judgement has been made using available evidence including a visit to this service. The residents are supported in maintaining their independence and in making decisions in their daily living, giving them a good quality of life. EVIDENCE: The care plans and records looked at contained thorough information about how the residents needs were identified and their choices made. The residents in the home have communication difficulties and the staff have developed different individual methods of communicating through words, noises and gestures. The staff were seen to be communicating with a resident with patience, gestures and speech whilst holding her hand. The care plans have all the information that is needed and describe each individual residents’ needs and wishes. It is not made clear that the residents have been involved in developing their care plans although, when speaking Aston House DS0000065810.V369014.R01.S.doc Version 5.2 Page 12 with them they told us that they knew about them and had in them what they wanted. The staff, with the residents could develop ‘person centred’ care plans in an ‘easy read’ format that describe the needs, choices and wants of the individual. This would help the resident to understand what they have planned with their key worker. Key workers are members of staff who have particular responsibility and interest in an individual resident. They make sure that they have all that they need and that they have the activities and work or education needs met. Whilst it can be difficult to communicate with some of the residents, those that we spoke with on the day of the visit were able to communicate with speech, facial expression and/or gestures. There are risk assessments in place where there may be a risk to the resident either in an activity or in the environment. This allows the staff and the resident to be aware of the possible risk and protects them whilst allowing the resident to continue with the activity. The residents have regular meetings to discuss choices in the home such as activities and menus, but the residents with the staff make choices on a daily basis. This was seen on the day of the visit when a variety of lunches and activities were being chosen. Aston House DS0000065810.V369014.R01.S.doc Version 5.2 Page 13 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 15, 16, 17. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The staff support the residents in maintaining their interest in their different activities and occupations and make sure that their nutritional and spiritual needs are met. EVIDENCE: There was evidence of daily occupation and leisure activity being provided for the residents. Some of the residents went out on a daily basis to some day care activity. Two of the residents received a variety of day care in the home that included shopping and cooking, craft and outings to the country park, bowling and eating out. On the day of the visit three of the residents had gone out to do the food shopping and another went out later on her own with a carer to shop. During the rest of the day they were enjoying the garden in the sunshine where there is a large trampoline for them. Aston House DS0000065810.V369014.R01.S.doc Version 5.2 Page 14 There was an individual programme of activities in each care plan including activities in the evenings. The residents are part of the local community, visiting local pubs, restaurants, shops and parks. The staff were seen to be treating all of the residents as individuals and recognised their different personalities, behavioural and sexual needs. These were written in the care plans. The staff are good to me one of the residents told us. Comments from the surveys sent to us were; ‘Staff nice, yes’ ‘I like living at Aston’ The activities are recorded in well documented care plans which are regularly reviewed as the residents needs change. The choice of food is good and the residents have choices every day. Meal times are flexible to suit the needs and the activities of the residents. They are encouraged to all eat together in the dining room, but may choose to have their meals where they wish to and on the day of the visit were out in the garden. There are no residents at Aston House who wish to take part in any religious activity, but this would be arranged if it was requested. Aston House DS0000065810.V369014.R01.S.doc Version 5.2 Page 15 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The staff meet the care needs of the residents safely, with a complete knowledge of their needs and how they wish to receive them. EVIDENCE: The care plans that were ‘case tracked were found to have good descriptions of the care needs of the residents. This includes a regular assessment of the residents’ weight and their nutritional needs. There are records of the involvement of G.P.s, chiropodist, optician and dentist present, giving evidence of thorough health care being provided for the residents. Person centred care plans could be developed so that it was clear how each individual wanted to be treated. The staff and the records confirmed that the residents received good medical care when they needed it. Two of the residents spoken with said that they were happy with the doctors. The daily record of care is up to date and fully described the residents day, which makes sure that the residents receive the right care and the staff know what has happened to them during the day or night. Aston House DS0000065810.V369014.R01.S.doc Version 5.2 Page 16 Medication records for the case tracked residents were in order. The staff spoken with were knowledgeable about the medicines and where to obtain information. They were aware of the requirements for the receipt, storage and disposal of medicines. We saw the locked cupboard in the home, where the medicines are stored. The manager makes a regular check of the medicines and record sheets. The above makes sure that the residents are protected with the correct medicine administration. There is a self- medicating policy in place but there were no residents responsible for their own medicines at that time. Aston House DS0000065810.V369014.R01.S.doc Version 5.2 Page 17 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. There are systems in place to support and protect residents and staff are aware of the processes. EVIDENCE: There is a complaints policy in place which gives the details of how to complain and who to complain to if the residents or their families needed to. This needs to be updated to give both the Social Services contact details and the updated Commission for Social Care Inspection (CSCI) details. Provision should be made to produce this in other formats such as large print and an easy read style. There have been six complaints received by the home, since the last inspection on 30/08/06 all of which have been dealt with correctly. The CSCi have not recived any complaints in this time. The staff spoken with were aware of how to handle a complaint if they received one. The residents spoken with were not able to communicate their understanding of the complaints process. The staff receive training in safeguarding adults from abuse and are given a copy of the General Social Care Council (GSCC) codes of practice, which tells them what their responsibilities are in making sure that the residents are kept safe. Aston House DS0000065810.V369014.R01.S.doc Version 5.2 Page 18 Training in safeguarding and whistle-blowing is given during their induction period and they are given regular updated training. The manager, the records seen and the staff spoken with confirmed that they had had this training. The residents spoken with told us that they felt safe with the people who looked after them. Aston House DS0000065810.V369014.R01.S.doc Version 5.2 Page 19 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 24, 25, 30. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The residents live in a clean and homely environment are protected by the policies and procedures in the home to provide a safe, clean and homely environment to live in. EVIDENCE: Aston House is a converted house on the outskirts of Kettering in Northamptonshire, close to the railway and bus stations. The home was clean and welcoming, but shabby in places with badly marked carpets. The manager and the owner told us that the home was going to be refurbished and that there would be new floor covering. There are plans to develop a bedroom specially for one of the residents and to put another bedroom in to the home. Aston House DS0000065810.V369014.R01.S.doc Version 5.2 Page 20 The staff and the residents were welcoming and the rest of the home was clean and well maintained, although there are areas of damage that have been done by a resident. These are going to be repaired during the refurbishment. The communal bathroom is large and well planned and was found to be clean. With their permission we looked at the case tracked resident’s bedrooms. They provided good accommodation, which had been decorated to the residents’ choice. They were personalised with the resident’s belongings and the residents spoken with told us and indicated by speech, facial expression and gestures that they could have their bedrooms how they wanted them. I like my room’ There are lounges on the ground and first floors that were plain but comfortable and clean. There are plans to move the laundry to make it a bigger room for the staff to work in and to provide the manager with an office. The staff spoken with had received health and safety training and were aware of how to handle chemicals. These were all stored in a locked cupboard. The fire records for testing and drills were up to date. The water temperatures had not been tested, which could lead to a resident being scalded if the temperatures were above the recommended levels. There were no outstanding safety or maintenance issues noted on the tour of the premises other than those that have been identified. There was a pleasant, well -maintained garden with a patio area that has tables and chairs for the residents to enjoy. The residents also had a large trampoline to use in the garden. It was a warm and sunny day when we visited and the residents were outside enjoying the garden. The registration certificate from the Commission for Social Care Inspection (CSCI) and a current insurance certificate were displayed in the kitchen. The inspection reports from the CSCI are available. Aston House DS0000065810.V369014.R01.S.doc Version 5.2 Page 21 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 32, 34 & 35 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service.. The recruitment and training of staff make sure that the residents are protected from harm and that their needs are met. EVIDENCE: We looked at two staff files and all of the required information was complete in them. This included evidence of identification, adequately completed application forms, two written references and Criminal Records Bureau checks. The protection of vulnerable adult checks had been applied for. Staff spoken with confirmed that they had not started work until all the paperwork was complete. The home has a thorough induction programme in place for new members of staff that includes the specialist needs of this client group. This gives new staff good knowledge for caring for the residents. The manager and the records seen told us that all of the staff either have completed National Vocational Qualification level 2 or are currently working towards it. The National Vocational Qualification is a qualification for care staff Aston House DS0000065810.V369014.R01.S.doc Version 5.2 Page 22 to ensure that they receive appropriate training in the needs of the resident group whom they are caring for. Records show that the staff have had training on many subjects relevant to their work. Staff members spoken with were happy with the amount of training that they were given by the home. There was evidence in the records that was confirmed by manager and the staff that regular staff supervision was taking place. The records for this are not kept as confidentially as they could be, but this should be improved once the manager has her office. This process gives the staff and their ‘line manager’ the opportunity to have individual discussions about work and training needs. Aston House DS0000065810.V369014.R01.S.doc Version 5.2 Page 23 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. Service users’ rights and best interests are safeguarded by the home’s record keeping policies and procedures. The health, safety and welfare of service users are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The residents live their lives as they would wish to, with individual care being given in a suitable environment. EVIDENCE: The manager of the home has managed the home since it opened and has completed the registered managers award. She has completed several courses for the specific needs of her residents. The homes’ owner has many years of experience in the care of this type of resident. The residents and relatives have regular meetings with the manager when their views are discussed and areas such as meals and activities are decided. The manager sees everyone individually every day when shee is on duty. Aston House DS0000065810.V369014.R01.S.doc Version 5.2 Page 24 The water temperatures had not been tested, which could lead to a resident being scalded if the temperatures were above the recommended levels. The manager gives the residents and their families a quality questionnaire every year, which looks at all the areas of care and the general opinion of the home. The surveys received by us were positive that there was good communication in the home. Aston House DS0000065810.V369014.R01.S.doc Version 5.2 Page 25 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 2 3 3 X 4 X 5 X INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 2 23 3 ENVIRONMENT Standard No Score 24 3 25 3 26 X 27 X 28 X 29 X 30 3 STAFFING Standard No Score 31 X 32 3 33 X 34 3 35 3 36 3 CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 2 3 X 3 X LIFESTYLES Standard No Score 11 X 12 3 13 3 14 X 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 X 3 X 3 X X 1 X Aston House DS0000065810.V369014.R01.S.doc Version 5.2 Page 26 Are there any outstanding requirements from the last inspection? No 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 YA42 Regulation 23(2)(j) Requirement That the water temperatures are tested regularly from all of the outlets and the results documented. Timescale for action 11/08/08 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. 3. 4. 5. Refer to Standard YA1 YA1 YA6 YA22 YA22 Good Practice Recommendations That the Statement of Purpose has the updated details for the Commission for Social Care (CSCI) included in it. That consideration is made to include the results of the annual quality audit into the Statement of Purpose and that it can be produced in other formats. That ‘person centred’ care plans should be developed to make sure that the resident is involved with and understands the plan of care for them. That the complaints policy is updated to include the contact details for Social services and the new details for the CSCI. That consideration is made to produce the complaints policy in other formats. Aston House DS0000065810.V369014.R01.S.doc Version 5.2 Page 27 Commission for Social Care Inspection Eastern Region Commission for Social Care Inspection Eastern Regional Contact Team CPC1, Capital Park Fulbourn Cambridge, CB21 5XE National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. 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