Inspection on 05/02/08 for Bartlett`s

This inspection was carried out on 5th February 2008.

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

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

Bartlett`s 12/09/06

Bartlett`s 09/01/06

Bartlett`s 10/08/05

Bartlett`s 07/02/05

Bartlett`s 01/06/04

Bartlett`s 08/01/04

Similar services:

St Vincents

The Cotswold Home

Newbeech House

Winton House

Rush Court

Hillyfield Rest Home

The Maypole Nursing Centre

The Briars

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

CARE HOMES FOR OLDER PEOPLE Bartlett`s Peverel Court Portway Road Stone Aylesbury Buckinghamshire HP17 8RP Lead Inspector Chris Schwarz Key Unannounced Inspection 5th February 2008 09:30 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Bartlett`s DS0000022953.V357900.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Bartlett`s DS0000022953.V357900.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Bartlett`s Address Peverel Court Portway Road Stone Aylesbury Buckinghamshire HP17 8RP 01296 747000 01296 747740 gloria@bartlettscare.co.uk 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) Peverel Court Ltd Gloria Ncube Care Home 24 Category(ies) of Dementia (0), Old age, not falling within any registration, with number other category (0) of places Bartlett`s DS0000022953.V357900.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category/ies of service only: Care home only - (PC) to service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Dementia (DE) 2. Old age, not falling within any other category (OP). The maximum number of service users to be accommodated is 24. Date of last inspection 12th September 2006 Brief Description of the Service: Bartletts is registered to provide personal care and accommodation for twentyfour older people. The home is privately owned and is situated on the outskirts of Aylesbury and Stone. There are some amenities within the village of Stone and ample social and recreational facilities in the market town of Aylesbury. Bartletts is a large, Victorian country house, set in its own extensive grounds. The home has been refurbished to meet the needs of residents, whilst maintaining many of the original characteristics of the house. All the bedrooms provide single room accommodation and are fitted with en-suite toilet facilities and there are ample bathrooms and toilets within close proximity to all sleeping and communal areas. One lounge is situated on the ground floor adjacent to the dining room. There is a quiet lounge on the first floor. The home is well decorated. There is an experienced manager and care team. Fees are between £625 to £850 per week. Bartlett`s DS0000022953.V357900.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 3 star. This means the people who use this service experience excellent quality outcomes. This unannounced key inspection was conducted over the course of a day and covered all of the key National Minimum Standards for older people. Prior to the visit, a detailed self-assessment questionnaire was sent to the manager for completion and comment cards were sent to a selection of people living at the home, relatives and visiting professionals. Any replies that were received have helped to form judgements about the service. Information received by the Commission since the last inspection was also taken into account. The inspection consisted of discussion with the manager and other staff, opportunities to meet with people using the service, examination of some of the home’s required records, observation of practice and a tour of the premises. A key theme of the visit was how effectively the service meets needs arising from equality and diversity. Feedback on the inspection findings and areas needing improvement was given to the manager at the end of the inspection. The manager, staff and people who use the service are thanked for their cooperation and hospitality during this unannounced visit. What the service does well: People using the service are thoroughly assessed prior to admission and are given opportunity to visit the home beforehand to ensure it meets their needs. The health and personal care needs of people living at the home are well met, taking into account needs arising from equality and diversity to promote health and well-being and ensuring that they receive medication in a safe and consistent manner. Activities are available to people using the service to provide them with stimulation and contact with family, friends and the community is supported to maintain social links. Food is well prepared and presented attractively to make sure that nutritional needs are met. Complaints and adult protection are effectively managed to listen to views of people who live at the home and reducing the risk of harm to them. Bartlett`s DS0000022953.V357900.R01.S.doc Version 5.2 Page 6 The home is clean, well decorated and adequately maintained, promoting a positive environment for the people who live there. The home provides staff cover to meet needs and undertakes thorough recruitment procedures, coupled with effective training to ensure staff have the right skills and competencies to support the people who live there. The management and administration of the home promote continuity and quality of care for the people who live there and ensure that risk is safely managed to reduce the likelihood of injury or harm. What has improved since the last inspection? What they could do better: 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. Bartlett`s DS0000022953.V357900.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Bartlett`s DS0000022953.V357900.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 3,6 Quality in this outcome area is good. People using the service are thoroughly assessed prior to admission and are given opportunity to visit the home beforehand to ensure it meets their needs. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The home was full at the time of this visit and providing care to people with a range of personal care needs, including four people with early stages of dementia. A sample of files was looked at to see what pre-admission information had been obtained about people’s care needs. Each of the files contained a signed and dated dependency profile with information such as weight on admission, mental health needs, personal care requirements, hobbies and interests, social contacts, allergies, communication needs, dietary requirements and religious needs. Brief medical histories had been noted plus preferred form of address, next of kin details and any legal guardianship information such as relatives with power of attorney. These details provided a clear and detailed assessment of care needs. Bartlett`s DS0000022953.V357900.R01.S.doc Version 5.2 Page 9 The majority of people who completed surveys said that they had received enough information about the home to help decide if it was the right place for them and that they or their relative had been given a contract. One person added that the information had been “very good”. Bartlett’s does not provide intermediate care therefore standard 6 was not applicable to the inspection. Bartlett`s DS0000022953.V357900.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7,8,9,10 Quality in this outcome area is excellent. The health and personal care needs of people living at the home are well met, taking into account needs arising from equality and diversity to promote health and well-being and ensuring that people receive medication in a safe and consistent manner. This judgement has been made using available evidence including a visit to this service. EVIDENCE: A sample of people’s care plans was looked at and found to be in very good order. The files that were examined contained a photograph of the person, their initial assessment prior to admission and a detailed care plan. Details collated as part of the pre-admission assessment, such as dietary, medical and religious needs, had been carried over into care plans to make sure that each person’s unique requirements had been taken into account. The care plan format consisted of several sections such as maintaining a safe environment, communication needs, mobilisation, expressing sexuality, work and play, eating and drinking and washing and dressing. Information such as whether the person wore glasses, used a hearing aid and any speech difficulties had been noted under the communication section and the section looking at expressing sexuality had been completed to promote people’s self Bartlett`s DS0000022953.V357900.R01.S.doc Version 5.2 Page 11 worth and pride in appearance as well as their right to form friendships and relationships. It was impressive to see that one of the care plans related to a recently admitted person and already a very detailed care plan was in place which reflected important details about the person’s current needs and important background information about her life. This attention to detail was evident in all of the care plans and reflected a well developed person centred approach at the home. Assessments were in place on care of pressure areas, risk of falls, moving and handling, nutritional needs and self-medication and all information within care plan files had been signed and dated and regularly reviewed. There was good regard for people’s privacy and dignity. People had been assisted to look their best with good care taken of their clothes. Personal care was carried out in private in single occupancy bedrooms and staff were seen conveying respect when speaking and interacting with people. People could choose to be in their rooms or in the communal areas. A monitored dose system of medication administration was in use and the trolley was being kept secure with keys held by the senior in charge of the shift. Medication administration records were in good order and the controlled drugs register was being used correctly. One folder contained all the necessary information relating to medication, such as the home’s policies and procedures, specimen staff signatures, the homely remedies agreement authorised by the doctor, a record of what medication each person was taking, what it is used for and side effects, plus a photograph of each person. People’s allergies and relevant medical conditions, such as diabetes, were also noted. Where people were self-medicating staff were reviewing the risk assessment periodically to make sure it was still a safe arrangement. Care plan files provided information on any appointments with health care professionals. The manager said the surgery that provides support to the majority of people at Bartlett’s provided a good service with a weekly surgery held on the premises. One person was seen being supported to attend a dental appointment in the community during the afternoon. People who completed surveys said they ‘always’ receive the support they need, and ‘always’ or ‘usually’ receive the medical support required. A pharmacist expressed positive comments about care, including management of medication. Bartlett`s DS0000022953.V357900.R01.S.doc Version 5.2 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14,15 Quality in this outcome area is good. Activities are available to people using the service to provide them with stimulation and contact with family, friends and the community is supported to maintain social links. Food is well prepared and presented attractively to make sure that nutritional needs are met. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The home’s activity organiser arranges and puts together a weekly programme of events for people living at Bartlett’s with information displayed in the hallway for easy reference. During the week there are two activities each day on offer. Activities included manicures, easy listening music, films, bingo, card making, art and knitting, quizzes, chair exercises and trips out to the garden centre. An artist also provides some input for people with examples of their accomplishments displayed in the home. A local group visits on a regular basis to provide talks on topics of interest and accounts of travels around the world; the local community is invited in to these talks as well. Dates of holy communion were pinned up on the notice board for people to see. On the day of the inspection, some people were having their hair dressed and there was bingo before lunch. Holy communion took place in the afternoon. During the morning tour of the building and introduction to people, several residents were reading newspapers that they have delivered and there was access to a mobile library for those who like reading books. Several people had Bartlett`s DS0000022953.V357900.R01.S.doc Version 5.2 Page 13 their own telephone line installed in their room for keeping in contact with friends and family. People who completed surveys said that there are activities arranged by the home that they can take part in and those who wish to be alone to read, for example, are able to do so. A relative said there was a “good activities programme” and “non restrictive visiting hours for relatives with refreshments always offered.” Most people said they ‘always’ or ‘usually’ liked the meals. Other comments included “most meals are very good” and “they are wiling to provide a different meal if I don’t like anything on the menu.” One person with a medical condition said “the chef and staff are very understanding and do their best to find the right food for me.” Menus are produced on a weekly basis and provide a range of meals with choices on offer and further alternatives if people wish. The dining room was attractively set with table cloths and fresh flowers to provide a relaxed and comfortable environment to eat in. People were free to finish their meal at their own pace. People spoken with during the course of the inspection said that they have breakfast in their rooms and have a choice of options to select from. Bartlett`s DS0000022953.V357900.R01.S.doc Version 5.2 Page 14 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16,18 Quality in this outcome area is good. Complaints and adult protection are effectively managed to listen to views of people who live at the home and reducing the risk of harm to them. This judgement has been made using available evidence including a visit to this service. EVIDENCE: People who completed surveys knew who they could speak with if they were unhappy, with one person adding “I usually come to the office.” All but one respondent knew how to make a complaint about their care and one person said “the staff are ready to listen.” Staff who completed surveys were also aware of the complaints procedure. A copy of the complaints procedure was looked at, which included the contact details of the Commission for Social Care Inspection. The details on this and any other policies and documents that mention the Commission need to be updated to reflect new contact arrangements located in Maidstone, Kent. A recommendation is made under the final section of the report regarding this. A complaints log was being maintained and information about two complaints that had been received in the past year was included. Both had been resolved. The Commission has not been contacted directly with any complaints from people using the service or their representatives. Adult protection and whistle bowing procedures were in place. The adult protection policy gave examples of the types of abuse and outlined staff responsibilities and contained useful contacts which staff could approach, such as Action on Elder Abuse, Age Concern, the Commission for Social Care Inspection and the adult protection unit. There were also policies on use of Bartlett`s DS0000022953.V357900.R01.S.doc Version 5.2 Page 15 restraint and risk taking for staff to refer to. The manager had responded appropriately to an adult protection/staff conduct issue last year and notified the Commission of the event. Local advocacy details and photographs of two advocates were pinned up on the notice board in the hallway Bartlett`s DS0000022953.V357900.R01.S.doc Version 5.2 Page 16 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19,26 Quality in this outcome area is good. The home is clean, well decorated and adequately maintained, promoting a positive environment for the people who live there. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Accommodation for people at Bartlett’s is spread across three floors, with bedrooms on each. On the ground floor there is a large lounge with a dining room next to it. Both rooms had been attractively arranged and had fresh flower arrangements; new armchairs had been purchased since the last inspection and the manager is organising new curtains to be made for these rooms. A quiet lounge is located on the first floor and there is a small room next to it which doubles up as the hairdressing room, which people can also use if they wish to see visitors, for example. Bedrooms vary in size. All have an ensuite toilet and wash basin, some have showers as well. Rooms were in a good state of décor and had been personalised to different degrees with people bringing in items of furniture, ornaments, pictures and other items from their homes. Each room had a call Bartlett`s DS0000022953.V357900.R01.S.doc Version 5.2 Page 17 bell, windows were fitted with restrictors and radiators had been covered to prevent accidental injury. Bathrooms were in close proximity to bedrooms and had been fitted with grab rails and hoisting equipment. The kitchen was clean and tidy and had been fitted with non-slip flooring and insect screens at the windows. Throughout the building there was good regard for cleanliness and infection control. Bathrooms and toilets were stocked with all necessary items and odour control was being well managed. The majority of people using the service who completed surveys said that the home is ‘always’ kept fresh and clean. The grounds had been well maintained and there were benches for people to sit down and enjoy the views. There is ample parking for staff and visitors. Bartlett`s DS0000022953.V357900.R01.S.doc Version 5.2 Page 18 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27,28,29,30 Quality in this outcome area is good. The home provides staff cover to meet needs and undertakes thorough recruitment procedures, coupled with effective training to ensure staff have the right skills and competencies to support the people who live there. This judgement has been made using available evidence including a visit to this service. EVIDENCE: People who completed surveys said that staff listen and act on what they say and are ‘always’ or ‘usually’ available when they need them. One person added “they always seem to do their best to please and look after all.” Another person said “Bartlett’s is a lovely place to be, the rooms are large. The staff are always nice and kind.” Staff who completed surveys felt that they receive training which is relevant to their role and ‘usually’ have up-to-date information about people’s care needs. Most said they had been given a good induction which covered the areas necessary for carrying out their work and most felt there were sufficient levels of support from management. One carer said that “the residents have first class care from the care staff, also the food is of a high standard.” Two staff felt that there were insufficient staff which one said resulted in some people working excessive hours to cover the rota. A look at the rotas showed that some staff are working around 48 hours each week at the present time. The manager said vacant posts had been advertised and the longer working weeks were a short term measure only until new staff start. Bartlett`s DS0000022953.V357900.R01.S.doc Version 5.2 Page 19 A relative said that “the staff are very kind and thoughtful and attentive.” Other relatives said “staff always willing to talk to us and discuss concerns. Care generally good,” and “I visit regularly and am most impressed with every aspect of the care in this home.” A sample of staff recruitment files was looked at and all were in good order with the necessary checks and clearances in place such as written references and Criminal Records Bureau checks. The manager has joined up with some other homes in the area to form a cluster group for training which can be provided free of charge by the local Social Services Department. A list of forthcoming courses was seen and these covered mandatory training that staff would benefit from. The manager was maintaining a record of training undertaken by staff. There has been good uptake of National Vocational Qualifications at the home with over half of the care staff having achieved level 2 or above. The head of care was undertaking the Registered Managers Award and the head of hospitality was doing level 3 National Vocational Qualification in hospitality. The manager has started a degree course with Bradford University in dementia studies and training has been provided for some of the care team on dementia via the Alzheimer’s Disease Society. Bartlett`s DS0000022953.V357900.R01.S.doc Version 5.2 Page 20 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31,33,35,37,38 Quality in this outcome area is good. The management and administration of the home promote continuity and quality of care for the people who live there and ensure that risk is safely managed to reduce the likelihood of injury or harm. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Bartlett’s has an experienced and competent manager in place who has a good understanding of the needs of older people and promotes a person centred approach to care provision. She is registered with the Commission and has obtained the Registered Managers Award. The quality of care has improved since the last inspection to reflect an overall rating of ‘excellent’. All records were being maintained in good order and documents easy to locate. The certificate of registration and certificate of current employer’s liability insurance were displayed in the hallway, as was a copy of the complaints procedure. It is recommended that the details on the complaints procedure Bartlett`s DS0000022953.V357900.R01.S.doc Version 5.2 Page 21 and any other policies and documents that mention the Commission need to be updated to reflect new contact arrangements located in Maidstone, Kent. The director visits the home on a regular basis and there were reports available to show that monitoring visits are undertaken to assess the quality of care at Bartlett’s. A quality assurance exercise had been carried out in November last year with surveys sent to people living at the home to seek their views. The findings had been collated into a graph which was difficult to decipher and may not have been easy for people using the service to understand; a written summary of findings would be more accessible for any future quality assurance exercises. The home does not manage any money on behalf of people living there. There was good regard for health and safety with up-to-date maintenance certificates in place and regular checks around the premises for hazards. Staff have access to a number of health and safety related policies to make sure that they follow safe practices and to reduce risk of accidents. Any accidents that do occur were being recorded in the accident book. Portable electrical appliances had been safety checked in the past year and the home’s handyman has been trained to do this. The home was last visited by an environmental health officer in 2006 when good standards of hygiene were noted. Bartlett`s DS0000022953.V357900.R01.S.doc Version 5.2 Page 22 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 x x 3 x x N/a HEALTH AND PERSONAL CARE Standard No Score 7 4 8 4 9 4 10 4 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 x 18 3 3 x x x x x x 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 x 3 x 3 x 3 3 Bartlett`s DS0000022953.V357900.R01.S.doc Version 5.2 Page 23 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. Standard Regulation Requirement Timescale for action 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 Refer to Standard OP37 Good Practice Recommendations The details on the complaints procedure and any other policies and documents that mention the Commission need to be updated to reflect new contact arrangements located in Maidstone, Kent. Bartlett`s DS0000022953.V357900.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Hampshire Office 4th Floor Overline House Blechynden Terrace Southampton SO15 1GW 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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