Inspection on 23/09/08 for Barrington House

This inspection was carried out on 23rd September 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

Barrington House 31/07/07

Barrington House 18/07/06

Barrington House 08/11/05

Barrington House 28/04/05

Barrington House 21/10/04

Barrington House 26/05/04

Extracts from inspection reports are licensed from CQC, this page was updated on 01/12/2008.

Inspecting for better lives Key inspection report Care homes for adults (18-65 years) Name: Address: Barrington House Rye Road Ore Hastings East Sussex TN35 5DG     The quality rating for this care home is:   two star good 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: Sally Gill     Date: 2 3 0 9 2 0 0 8 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. the things that people have said are important to them: They reflect This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Adults (18-65 years) can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The Commission for Social Care Inspection aims to: · · · · Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Adults (18-65 years) Page 2 of 29 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2008) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.csci.org.uk Internet address Care Homes for Adults (18-65 years) Page 3 of 29 Information about the care home Name of care home: Address: Barrington House Rye Road Ore Hastings East Sussex TN35 5DG 01424422228 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Mrs Delize Pardii Type of registration: Number of places registered: Barrington House Limited care home 26 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 learning disability Additional conditions: The maximum number of service users to be accommodated is twenty-six (26) Date of last inspection Brief description of the care home Barrington House is registered to provide accommodation for up to 26 adults with a learning disability and admits people with low to medium dependencies. It is a family owned and managed business. Mrs Delize Pardii the registered manager has day-today responsibility for the home. The premise is a large Georgian three-storey house situated on a prominent junction in Ore on the outskirts of Hastings. There are 21 bedrooms including four double rooms situated on the ground and first floor. There is no lift installed although there is wheelchair access to the ground floor via a ramp at the rear of the building. All rooms have a wash hand basin. There are seven bathrooms one of which is assisted. The home has a large lounge/diner with other quieter seating areas. The home is non-smoking. There is a lawn area to the front and side of the home with seating. There is limited parking on site. The home is situated within easy Care Homes for Adults (18-65 years) Page 4 of 29 Over 65 0 26 Brief description of the care home reach of all local amenities and access to public transport services. Although via fairly steep gradients. The staff compliment consists of a registered manager, deputy, carers and ancillary staff. Care staff work a rota that includes two staff on duty at night one of which is sleeping in but can be called if needed. A copy of previous inspection reports can be obtained from the home or viewed and downloaded from www.csci.org.uk. Care Homes for Adults (18-65 years) Page 5 of 29 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: two star good service Choice of home Individual needs and choices Lifestyle Personal and healthcare support Concerns, complaints and protection Environment Staffing Conduct and management of the home peterchart Poor Adequate Good Excellent How we did our inspection: The previous inspection took place on 31st July 2007. This inspection was carried out over a period of time and concluded with an unannounced visit to the home between 9.05am and 4.00pm. The manager and staff assisted during the visit. People that live in the home and staff were spoken to. Observations were made throughout the day. Twenty people were living at the home on the day of the visit. During the inspection an expert by experience joined the visit. An expert by experience is someone who has been a service user or had dealings with services that are regulated. The expert by experience was in the home from 1.30pm to 3.30pm during this time they spoke to service users and staff. Care Homes for Adults (18-65 years) Page 6 of 29 The care of three people was tracked to help gain evidence as to what its like to live at Barrington House. Various records were viewed during the inspection and a part tour of the home undertaken. The home sent their annual quality assurance assessment (AQAA) to the Commission within the required timescale. The AQAA is a self-assessment picture of how the manager thinks they are doing against the national minimum standards. At the time of the visit current fees range from 400.00 to 600 pounds per week. Additional costs would include some activities, toiletries, hairdressing, newspapers and magazines. What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.csci.org.uk. You can get printed copies from enquiries@csci.gsi.gov.uk or by telephoning our order line –0870 240 7535. Care Homes for Adults (18-65 years) Page 8 of 29 Details of our findings Contents Choice of home (standards 1 - 5) Individual needs and choices (standards 6-10) Lifestyle (standards 11 - 17) Personal and healthcare support (standards 18 - 21) Concerns, complaints and protection (standards 22 - 23) Environment (standards 24 - 30) Staffing (standards 31 - 36) Conduct and management of the home (standards 37 - 43) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Adults (18-65 years) Page 9 of 29 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them, what they hope for and want to achieve, and the support they need. People can decide whether the care home can meet their support and accommodation needs. This is because they, and people close to them, can visit the home and get full, clear, accurate and up to date information. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between the person and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who may use the service and their representatives have the information needed to choose a home that will meet their needs. Evidence: People that live in the home have access to information to inform their decision as to whether this home is right for them. The home has a statement of purpose, which is displayed. A service user guide giving more detailed information is available. This document could be enhanced in some areas to give a better picture of the home. Areas such as the description of the individual accommodation and communal space, specific training staff’ undertake and actual activities available for people who live in the home. People have their needs assessed prior to admission. There have been no new admissions since the last inspection. The home has in the past obtained copies of any assessments, which are held on file. People have the opportunity to visit the home prior to admission. Previously people Care Homes for Adults (18-65 years) Page 10 of 29 Evidence: have confirmed that they have visited the home prior to moving in. The manager advised she is keen to increase the number of pre-admission visits to help gain a better picture of the person before moving in. Over night stays are also encouraged. The age range of people who live in the home are 55 years to 92 years. The manager advised she would not take a person below 50 years unless they were clearly compatible with people who already live in the home. Care Homes for Adults (18-65 years) Page 11 of 29 Individual needs and choices These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s needs and goals are met. The home has a plan of care that the person, or someone close to them, has been involved in making. People are able to make decisions about their life, including their finances, with support if they need it. This is because the staff promote their rights and choices. People are supported to take risks to enable them to stay independent. This is because the staff have appropriate information on which to base decisions. People are asked about, and are involved in, all aspects of life in the home. This is because the manager and staff offer them opportunities to participate in the day to day running of the home and enable them to influence key decisions. People are confident that the home handles information about them appropriately. This is because the home has clear policies and procedures that staff follow. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are involved in decisions about their lives and play a role in the planning of the care and support they receive. Minor improvements are needed to records to ensure they are robust and confidential. Evidence: People needs are identified in their individual care plan. The home is currently in the process of introducing a new improved type of care plan. They give clear messages to staff about how the person wants to be supported or assisted. Some areas still need to be developed. The home should look at National Minimum Standard (NMS) 2.1 to ensure all areas are included. Staff advised that people have been involved in the development of their care plans. When completed fully they will be agreed and signed with staff assistance. Currently the staff’ are working between the old and the new care plans which is not ideal. The manager agreed new care plans will all be in place by 30th November 2008. Care Homes for Adults (18-65 years) Page 12 of 29 Evidence: People are able to make decision regarding their day-to-day lives. Residents meetings have been introduced to encourage people to be involved in the day-to-day decisionmaking. People feel they are able to say what they want at these meetings. Minutes could be enhanced if things requested or requiring action were brought forward until a conclusion is fed back and recorded. People felt they are free to do as they wish each day and make choices. People are supported to take appropriate risks to aid independence. Risk taking is supported with written assessments, which form part of the new care plans. People’s records are in the main held confidentially. A new individual recording system for daily notes has been introduced, which ensures peoples confidentiality. These records must be signed in full by the person making the report, others can sign if they agree with the report. The manager advised that the communal diary is no longer used for sensitive information. The storage of accident reports needs to be reviewed to ensure confidentiality. Care Homes for Adults (18-65 years) Page 13 of 29 Lifestyle These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They can take part in activities that are appropriate to their age and culture and are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives and the home supports them to have appropriate personal, family and sexual relationships. People are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. Their dignity and rights are respected in their daily life. People have healthy, well-presented meals and snacks, at a time and place to suit them. People have opportunities to develop their social, emotional, communication and independent living skills. This is because the staff support their personal development. People choose and participate in suitable leisure activities. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service are able to make choices about their lifestyle, and are supported to maintain their life skills. Social and recreational activities are enjoyed. Evidence: People are encouraged to do things they like and do have opportunities for activities, outings and to get out into the community. Records and discussions confirmed that activities include bingo, tapestry, craft, listening to music or watching television, sewing, beauty sessions, word search, card making and a music session with an outside entertainer. People if they wish attend church. Two people attend a local daycentre. One person speaking to the expert by experience said I like pop music and when I am not listening to music I can watch TV in my bedroom or come into the lounge and sit with others. Another said I like knitting and staff will help me when I am ready. People confirmed they are able and do walk to the local shops, cafés and Care Homes for Adults (18-65 years) Page 14 of 29 Evidence: library. Others confirmed they are able to do this whenever they want with staff support. People confirmed there is a drive out each weekend usually for a cup of tea to Peasmarsh or Eastbourne although this is in a large group. People confirmed this outing is really enjoyed, as was the recent pub lunch. A new club has recently started in Hastings, which people are attending. An activities board tells people what activities are on offer. This could be enhanced with the use of pictures as not everyone can read. One professional visiting the home felt the area of activities both domestic and leisure within the home and out in the community should be developed further and had given this feedback to the manager. People are encouraged to maintain friendships and family contact. People speaking to the expert by experience said their families and friends are free to visit them at home and taken them out if they wanted. The manager confirmed that staff’ feel it is important that people maintain contact with families and friends. Observations confirmed that interactions between people living in the home are very friendly with some lending others a helping hand. A professional visiting confirmed that this is one of the better homes and they are always made welcome. Another said the interactions between staff and people living in the home have improved since staff have undertaken their National Vocational Qualification (NVQ) training. People’s independence is promoted although not necessarily developed. Staff’ ensure that things people are able to do are encouraged. The manager advised that people living in the home do not want to develop skills such as independent living they are happy to maintain their lifestyle at Barrington House. Two spoken to by the expert by experience said they did not want to do activities such as cooking and laundry they would leave that to staff. There are opportunities for cooking sessions, and the odd one helps with laundry or room cleaning but on the whole staff undertake these tasks. People said they enjoyed their meals and are asked about their likes and dislikes. One said the food is beautiful. People now have input to the weekly menu and are asked about alternatives on the day if they prefer. The menu could be displayed and enhanced with the use of pictures. Breakfast is cereals, lunch is the main meal and supper is sandwiches or a light meal. On the day of the visit lunch was a ham salad, which looked very appetizing. Homemade cheese scones were served with afternoon tea. Peoples independence could be enhanced at mealtimes with small changes such as jugs of drink left on the table and a plate guard for one person struggling with their food on a plate. The expert by experience felt that it might be better to offer tea or coffee rather than large trays being brought out from the kitchen. Perhaps it could be made in the dining room. Care Homes for Adults (18-65 years) Page 15 of 29 Care Homes for Adults (18-65 years) Page 16 of 29 Personal and healthcare support These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People receive personal support from staff in the way they prefer and want. Their physical and emotional health needs are met because the home has procedures in place that staff follow. If people take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it in a safe way. If people are approaching the end of their life, the care home will respect their choices and help them to feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The health and personal care that people receive is based on their individual needs. The principles of respect, dignity and privacy are put into practice. Evidence: People confirmed that they are happy with the care and support they receive. Some people are independent with their personal hygiene. A key worker system is in place. People were dressed individually and appropriately. A hairdresser and chiropodist visit the home regularly. A professional visiting confirmed that staff follow any advice and guidance through into their practice and flag up any concerns they have quickly. Records confirmed that people have access to regular health checks such as dentist and opticians. The accident book highlighted a high number of falls for one person recently and the manager agreed to refer this to a professional for advice and guidance. On the day of the visit the district nurses and a doctor was visiting various people. The manager advised that a wheelchair had been obtained for one person and they had also attended an outpatient’s appointment. Care Homes for Adults (18-65 years) Page 17 of 29 Evidence: People are protected by safe medication practices. New medication secure storage has been built since the last visit, which is spacious. The medication administration records (MAR) charts were examined which appeared in good order. Staff’ that give medication have received training. Medication is logged into and out of the home. Records of medication logged out should be improved. At present peoples medicines cannot be individually tracked out of the home, which would be good practice. Care Homes for Adults (18-65 years) Page 18 of 29 Concerns, complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them, know how to complain. Their concern is looked into and action taken to put things right. The care home safeguards people from abuse, neglect and self-harm and takes action to follow up any allegations. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are able to express their concerns. The format of the complaints procedure could better suit people’s disabilities. People are protected from abuse. The system for charging for toiletries is not good practice. Evidence: Peoples views are listened to. Residents meetings have given people an extra opportunity to express any concerns they may have. People said they were happy living at Barrington House and did not have any concerns. Neither the home nor the Commission has received any complaints in the last twelve months. The complaints procedure is displayed but has still not had the address and telephone number of the Commission added. The manager advised that a symbols/picture disk is on order and the complaints procedure will be reviewed when this has arrived. One person speaking to the expert by experience said I do not read or write, but I would tell staff and they would write it for me. People are protected from abuse and neglect. Staff’ have received training in safeguarding adults. The manager is a trained trainer and is now delivering refresher training to staff. Currently nine out of nineteen have completed. There have been three safeguarding alerts raised since the last inspection. Management has worked with East Sussex Social Services and followed through any recommendations. The alerts are now closed. The home holds savings for some people. Some people speaking Care Homes for Adults (18-65 years) Page 19 of 29 Evidence: to the expert by experience confirmed they handle their own money. These records were examined. The practice of charging people annually for their toiletries is not good practice as is it not ‘normal’. People should shop for their toiletries individually and pay for them at the time. Care Homes for Adults (18-65 years) Page 20 of 29 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, comfortable, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. People have enough privacy when using toilets and bathrooms. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People live in a nice, comfortable, well maintained and clean home. Evidence: People live in a well maintained, comfortable, homely and clean home. The premise from the outside continues to look very well maintained and has lawn areas with seating for people. Inside the home is also well maintained and decorated to a good standard providing people with a nice, comfortable and homely place to live. Since the last inspection areas of the home have been redecorated including one bathroom and one bedroom in addition three bedrooms have been re-carpeted. People confirmed that they are happy with their bedrooms. People have chosen not to have locks on their bedroom doors. Some bedrooms are shared and this is by agreement with people. People spoken to by the expert by experience felt they did not choose their furnishings or decorate their bedrooms. There are several seating areas for people around the home where they can be in the hub of the home or sit quietly. The main room is a large lounge/diner. Everyone spoken said that the home is always very clean. Liquid soap and paper Care Homes for Adults (18-65 years) Page 21 of 29 Evidence: towels are now provided to ensure good hygiene. Staff’ were observed to be handling clinical waste appropriately. The expert by experience felt the home was clean and spacious although felt pictures on the doors of toilets and bathrooms may enhance the home for people that live there. Care Homes for Adults (18-65 years) Page 22 of 29 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent, qualified staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable. People’s needs are met and they are supported because staff get the right training, supervision and support they need from their managers. People are supported by an effective staff team who understand and do what is expected of them. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Staff in the home are trained, skilled and in sufficient numbers to support the people who live in the home and to support the smooth running of the home. Recruitment practices continue to not fully protect people. Evidence: A qualified staff team supports people. All staff’ have either obtained their NVQ or are currently working towards it. This is commendable. A professional who visits the home regularly felt this has helped change the home for the better. Staff’ are more confident and interactions with people who live there are better. They felt that the training has help open staffs eyes to their responsibilities. Staff’ spoken to were enthusiastic and committed to ensuring that up to date good practice is implemented. People speaking to the expert by experience said staff are friendly. People are not fully protected by robust recruitment processes. Three staff files were examined. The application form only asks for a ten-year work history and regulations require a full work history to be obtained. Any gaps must be investigated and a satisfactory written explanation recorded. One file had only one reference and regulations require at two must be in place prior to employee starting work. Another file evidenced that the member of staff had started work prior to a Protection of Care Homes for Adults (18-65 years) Page 23 of 29 Evidence: Vulnerable Adults (POVA) check or Criminal Records Bureau (CRB) check being in place. Again this is against regulations. A requirement was made at the previous inspection in relation to recruitment in particular obtaining a full employment history, sufficient references and POVA or CRB checks in line with guidance. As this is a repeat requirement a statutory requirement notice will now be served. People are supported by staff’ that receive training. Since the last inspection a new Skills for Care induction programme has been introduced and completed by a new employee. Staff’ are trained in statutory subjects such as fire, first aid, food hygiene moving and handling and infection control. There are plans for further training in first aid, moving and handling and fire. There is also a course booked on epilepsy. A professional said that some training needs to be updated but felt this was being dealt with. Records confirmed that staff have received supervision within the recommended timescale. Care Homes for Adults (18-65 years) Page 24 of 29 Conduct and management of the home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is run and managed appropriately. People’s opinions are central to how the home develops and reviews their practice, as the home has appropriate ways of making sure they continue to get things right. The environment is safe for people and staff because health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately, with an open approach that makes them feel valued and respected. They are safeguarded because the home follows clear financial and accounting procedures, keeps records appropriately and makes sure staff understand the way things should be done. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The management and administration of the home is based on openness and respect. Management and staff are committed to providing a quality service to people who live in the home. Evidence: People benefit from living in a home, which runs smoothly. People confirmed that the manager is ‘alright’. Good interactions were observed between the manager and people living there. It is evident that the manager is very ‘hands on’. Professionals were complimentary about her and felt she was open to new ideas and any suggestions to improve the home. She has a NVQ level 4 in care management. Since the last inspection she has undertaken further training and has additional training booked. The home has worked hard and made improvements since the last inspection. It is a little disappointing that some areas highlighted at the previous inspection are still not fully resolved yet. People can be confident their views will underpin the development of the home. Since Care Homes for Adults (18-65 years) Page 25 of 29 Evidence: the last inspection a quality assurance questionnaire has been implemented. Professionals and visitors have already completed some and currently people who live there have a questionnaire to complete. Good practice would be to publish and feedback the overall results of all questionnaires when completed. People’s health, safety and welfare are protected. Fire safety checks were up to date and a fire risk assessment is in place. Accidents are recorded and a monthly audit is undertaken. There have been some problems with reporting accidents and incidents previously to the Commission although this appears to have been resolved. The Environmental Health Officer has recently visited and made no recommendations. Staff’ receive training in health and safety subjects and further training is booked. One staff member was observed to transfer a person in a wheelchair without footrests fitted. This is not good practice and when pointed out resolved directly. Care Homes for Adults (18-65 years) Page 26 of 29 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards No. Standard Regulation Requirement Timescale for action Care Homes for Adults (18-65 years) Page 27 of 29 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 22 22 The registered person must ensure the name, address and telephone number of the Commission is included in the complaints procedure Regulation 22 of the Care Homes Regulations 2001 requires the complaints procedure shall include the name, address and telephone number of the Commission. 22/10/2008 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 20 Review the system for returning medication from the care home Care Homes for Adults (18-65 years) Page 28 of 29 Helpline: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2008) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. Care Homes for Adults (18-65 years) Page 29 of 29 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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