Inspection on 24/05/06 for Becklow Road

This inspection was carried out on 24th May 2006.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Good. The way we rate inspection reports is consistent for all houses, though please be aware that this may be different from an official CSCI judgement.

The inspector found there to be outstanding requirements from the previous inspection report. These are things the inspector asked to be changed, but found they had not done. The inspector also made 9 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Becklow Road 08/02/08

Becklow Road 13/11/06

Becklow Road 25/05/05

Becklow Road 01/07/04

Becklow Road 05/06/04

Becklow Road 07/01/04

Similar services:

Ashlong House

Norbury Crescent (30)

Edenvale

Wadham Avenue

Chatsworth Care - Dawson House

Cowden Road, 52 - 54

Chatsworth Care - Tudor Lodge

Foxley Lane (121a)

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

CARE HOME ADULTS 18-65 Becklow Road, 161/163 Becklow Road 161/163 Becklow Road Shepherds Bush London W12 9HH Lead Inspector Tony Lawrence Unannounced Inspection 24th May 2006 09:00 Becklow Road, 161/163 DS0000019147.V291604.R01.S.doc Version 5.1 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 Becklow Road, 161/163 DS0000019147.V291604.R01.S.doc Version 5.1 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. Becklow Road, 161/163 DS0000019147.V291604.R01.S.doc Version 5.1 Page 3 SERVICE INFORMATION Name of service Becklow Road, 161/163 Address Becklow Road 161/163 Becklow Road Shepherds Bush London W12 9HH 020 8932 3916 020 8743 2333 info@yarrowhousing.org.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) Yarrow Housing Mr Michael Antonio Care Home 6 Category(ies) of Learning disability (6) registration, with number of places Becklow Road, 161/163 DS0000019147.V291604.R01.S.doc Version 5.1 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 25th May 2005 Brief Description of the Service: 161/163 Becklow Road is a detached home for 6 people with a Learning Disability. The home is registered for adults age 18-65. There are 5 service users living at Becklow Rd at present. The home is operated by Yarrow Housing Limited, and is located in the Shepherds Bush area of London. The house comprises of a three storey modern building - the top floor providing an office, shower and w.c, also sleep-in facilities for staff. The 1st floor has three bedrooms, lounge, kitchen and bathroom/toilet. The ground floor has three bedrooms, kitchen, lounge and two specialist bathroom/shower rooms. The lounge leads onto a garden/patio area. Becklow Road, 161/163 DS0000019147.V291604.R01.S.doc Version 5.1 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced inspection took place on 24th May 2006 from 09:00 – 15:30. The Inspector spent time talking with service users and staff, checking care records and touring the building. The home provides a good standard of accommodation. Ten of the twelve requirements made after the last inspection have been met. Immediate requirements are made after this visit to improve fire safety and the home’s admission and quality assurance procedures. What the service does well: 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. Becklow Road, 161/163 DS0000019147.V291604.R01.S.doc Version 5.1 Page 6 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 Becklow Road, 161/163 DS0000019147.V291604.R01.S.doc Version 5.1 Page 7 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 2, 3, 4 and 5. Quality in this outcome area is poor. This judgement has been made using available evidence, including a visit to this service. There is a need to improve the home’s admission procedures to make sure that full information about prospective service users is obtained before they move into the home. EVIDENCE: Since the last inspection in November 2005, one new service user has moved into the home. While staff told the Inspector that the person has settled in well, there are a number of concerns about the way this admission was managed. After living in the home for five weeks, staff were unable to produce a current care needs assessment, risk assessments or a Person Centred Plan for this person. As they moved from another home managed by Yarrow, it is unclear why this vital information is missing. The move was planned and the person visited the home before moving in, although they did not have an overnight stay. The home’s manager and staff must make sure that placing authorities provide detailed information about each new service user’s needs before they move into the home. Two service users’ files were checked during this visit and one included a Service User’s Guide / statement of terms and conditions. This must be provided for each person living in the home. Becklow Road, 161/163 DS0000019147.V291604.R01.S.doc Version 5.1 Page 8 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7, 8 and 9. Quality in this outcome area is good. This judgement has been made using available evidence, including a visit to this service. Most service users’ care needs are well known to staff and are well recorded and reviewed. EVIDENCE: During this visit the Inspector tracked the care of two people living in the home by talking with them and staff responsible for their care and checking care records. The home uses a system of person centred planning and there was evidence on both care plan files that the systems are well known to staff and are implemented consistently. There is a need to make sure that care plans are reviewed at least annually, and more frequently if required. This is especially important at key periods in a person’s life. The care received by one service user since they moved into the home in April 2006 is well recorded, but staff must make sure that each person has a current care plan and risk assessment. During this visit, the Inspector saw many examples of staff enabling service users to make decisions about the care and support they receive. In one good example, staff encouraged one person to take part in a planned outing to Southend, but respected their decision not to go. Becklow Road, 161/163 DS0000019147.V291604.R01.S.doc Version 5.1 Page 9 The Inspector also saw some good evidence of service user’s meetings where individuals are supported to comment on the care provided and make choices about significant issues, including menu planning and activities programmes. Only one of the two care plans files reviewed by the Inspector included updated risk assessments. Staff must make sure that risk assessments are completed and reviewed for each person living in the home. Becklow Road, 161/163 DS0000019147.V291604.R01.S.doc Version 5.1 Page 10 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14, 15, 16 and 17. Quality in this outcome area is good. This judgement has been made using available evidence, including a visit to this service. Each person living in the home is supported to take part in a range of appropriate activities. The home is well staffed to support service users in the home and the local community. EVIDENCE: Each person living in the home has a planned programme of activities that they are involved in choosing. The likes, dislikes, preferences and aspirations of four of the five service users are well known to staff and are well recorded. Good use is made of local day services, facilities the local area and the Community Transport service. This provides access to a minibus once each week to enable service users to go on longer trips. On the day of this inspection, five staff supported five service users and they visited Southend for the afternoon. Checking the daily care notes of two people living in the home showed that trips are made every week and destinations have included Brighton, Richmond Park and Alexandra Palace. Becklow Road, 161/163 DS0000019147.V291604.R01.S.doc Version 5.1 Page 11 Four of the five service users’ bedrooms are well furnished and equipped, enabling people to use their rooms if they want to engage in their own leisure activities. The two care plans reviewed by the Inspector included good information about the service users’ relatives and friends. Staff told the inspector that they support service users to keep in touch with significant people. One service user also goes to their parents’ home every Friday, returning to Becklow Road on Sunday evening. Service users’ rights and responsibilities are outlined in the Service User’s Guide and statement of terms and conditions. This document has been well produced, using Plain English and line drawings to make the information more accessible to service users. Two service users told the Inspector that they enjoyed the food provided in the home. A weekly menu is produced and staff said that different foods can be provided if service users do not want the meal planned for that day. The menu showed that a variety of nutritious meals is provided. Service users can eat their meals in the kitchen dining rooms and these are well decorated and comfortably furnished. Facilities are also available for service users to make their own snacks and drinks outside meal times. Staff who spoke with the Inspector were very aware of the different levels of support needed by individual service users in the kitchen. Becklow Road, 161/163 DS0000019147.V291604.R01.S.doc Version 5.1 Page 12 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19, 20 and 21 Quality in this outcome area is poor. This judgement has been made using available evidence, including a visit to this service. The health and personal care needs of service users are well known to staff and are well recorded. There is a need to review the home’s policy and procedures regarding the support given to service users with their personal care. EVIDENCE: Staff told the Inspector that Yarrow has a personal care policy and a copy was available in the home for reference. The policy says that service users who need help with their personal care will be supported by staff of the same gender. During this unannounced inspection, one male and one female member of staff were on duty in the home when the Inspector arrived at 09:00. The inspector was unclear why the female member of staff supported male service users with their personal care, while the male team member supported female service users. This is especially concerning as one female service user has to have a cream applied to her body each day as part of her personal care. There was no reason why the female member of staff could not have supported the two female service users and this practice must be reviewed. Male staff must not be expected to support female service users with their intimate personal care, unless this is unavoidable. While the home has an unusually high percentage of male staff there is usually a female team member on duty and they should assist women living in the home. Becklow Road, 161/163 DS0000019147.V291604.R01.S.doc Version 5.1 Page 13 One of the care plans reviewed by the Inspector included good information about the person’s health care needs and actions taken by staff in the home to make these are met. Appropriate referrals are made to clinicians from the Learning Disability Team and there is evidence in the person centred plan that programmes developed by staff and clinicians are being followed and reviewed. This was a requirement of the last inspection and the Inspector was pleased to see that there has been some good progress in this area. The second person’s care plan file included a chart where the person’s weight is recorded each week. This person moved from another Yarrow home in April 2006 but the record was maintained while they also stayed with their parents for a short period. The record shows that the person has gained more than 20 pounds since January 2006 and the Inspector was concerned that staff had not followed this up. Staff were able to tell the Inspector of action that had been taken when another service user gained weight and this has been successfully addressed by the team. Where people living in the home show a significant weight gain or loss, this must be discussed with their GP and appropriate action taken. The home uses the Boots Monitored Dosage System for all prescribed medication. Medication is delivered in blister packs every 28 days and staff administer and record each time they give medication. All medication is securely stored in a lockable medication cupboard. The Inspector checked the Medication Administration Record (MAR) sheets for all five people living in the home. The records are well maintained by staff and the Inspector found no errors or omissions. The wishes of service users and their relatives regarding aging, illness and death are considered as part of the home’s person centred planning process. One care plan file reviewed by the Inspector included details of a pre-paid funeral plan and staff confirmed that this had been agreed with the service user and their representatives. Becklow Road, 161/163 DS0000019147.V291604.R01.S.doc Version 5.1 Page 14 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 22 and 23. Quality in this outcome area is adequate. This judgement has been made using available evidence, including a visit to this service. Service users are cared for safely but there is a need to make sure that all managers and staff are aware of the home’s complaints procedures. EVIDENCE: Information provided by the home’s Manager stated that no complaints have been received in the past 12 months but this was contradicted by the home’s own records. Staff were also not able to tell the Inspector what would be recorded as a formal complaint and this was especially in respect from people living in the home. The Manager should make sure that all staff are aware of the home’s policy and procedures and how these should be implemented. The Inspector felt that the home’s Deputy Manager who was on duty during this inspection has a good knowledge of the local authority’s policy and procedures for the protection of vulnerable adults. Information provided by the Manager shows that there have been no adult protection investigations involving people living at Becklow Road and no staff have been referred to the Protection Of Vulnerable Adults (POVA) register. Becklow Road, 161/163 DS0000019147.V291604.R01.S.doc Version 5.1 Page 15 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 24, 25, 27, 28 and 30. Quality in this outcome area is adequate. This judgement has been made using available evidence, including a visit to this service. The home provides a good standard of accommodation, but there is a need to make sure standards are maintained for people who move into the home. EVIDENCE: Becklow Road is a large corner property in Shepherd’s Bush, close to local amenities and transport links. Accommodation for service users is provided on the ground and first floors. The staff office / sleep in room occupies the second floor. New carpets have been provided throughout the home since the last inspection and most parts of the home now provide a good standard of private and communal accommodation. The one exception was the bedroom of a service user who moved into the home five weeks before this inspection. Despite a review note from the person’s previous placement noting his room ‘was well personalised with pictures and personal belongings’, the room at Becklow Road was bare. Staff told the Inspector that this person is very close to his parents and spends time with them every weekend, but the room had no family photos on display. The person was also using the single bed that had been bought for the previous service user who occupied the room. The mattress and divan Becklow Road, 161/163 DS0000019147.V291604.R01.S.doc Version 5.1 Page 16 base are badly stained and a new bed is needed. The deputy manager told the Inspector that a bed had been ordered, but has not yet been delivered. This is an example of poor practice when admitting new people to the home. Bedrooms must be personalised and new furniture provided before the person moves in, not five weeks later. There are sufficient toilets and bathrooms to meet service users’ needs, although these are a little bare and would benefit from some attention. There is a communal lounge on each floor and these are attractively decorated and comfortably furnished. The first floor lounge in particular has some very attractive framed pictures that provide positive images and reflect the ethnic mix of people living in the home. This practice should also be extended to the ground floor communal areas. All parts of the home were clean and tidy during this unannounced inspection. Becklow Road, 161/163 DS0000019147.V291604.R01.S.doc Version 5.1 Page 17 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 32, 34 and 35. Quality in this outcome area is adequate. This judgement has been made using available evidence, including a visit to this service. The home is well staffed to provide service users with appropriate levels of support during the week. Staffing levels at weekends need to be reviewed to make sure service users have access to activities. EVIDENCE: When the Inspector arrived for this unannounced visit, two care staff were on duty. Other staff started shifts at various times during the morning and the Deputy Manager was also on duty later in the day. The Inspector felt that the home is well staffed to provide appropriate levels of support to service users with complex care needs. During the week, 1:1 or 2:1 support can be provided if needed, but this is more difficult at weekends, when staffing levels are reduced. Although one service user goes home every weekend, the number of staff on duty cannot provide the same levels of support as during the week. The staffing levels at weekends must be reviewed and the Commission should be informed of the outcome of the review. During this inspection, staff worked well together to make sure that service users’ needs were met. Four service users went out with five staff and one person stayed at home with staff support. This was well managed by the staff on duty. Becklow Road, 161/163 DS0000019147.V291604.R01.S.doc Version 5.1 Page 18 One other issue was discussed with staff during this visit. Two members of staff went food shopping in the morning to buy a week’s shopping for the home. The Inspector felt that at least one service user should have been involved in this and staff should not spend 2 hours shopping without including people living in the home. Information provided by the Manager shows that all staff have an Enhanced Disclosure from the Criminal records Bureau. Other staff records were not checked during this visit as they are kept at the organisation’s head office. Information provided by the manager shows that 40 of staff are qualified to NVQ Level 2 or above. This falls below the National Minimum Standard of 50 and yarrow must report to the Commission on plans to meet this Standard. Becklow Road, 161/163 DS0000019147.V291604.R01.S.doc Version 5.1 Page 19 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 37, 39, 40, 41, 42 and 43. Quality in this outcome area is poor. This judgement has been made using available evidence, including a visit to this service. The home’s management arrangements are adequate but there is a need to improve the support offered by senior managers. EVIDENCE: The home has a permanent manager who is registered with the Commission. Staff demonstrated a good knowledge of service users’ preferences and aspirations and were able to produce customer satisfaction questionnaires that are completed by service users, with support. Referrals have also been made to the local advocacy service, a requirement of the last inspection. 1. Information provided by the Manager shows that the home has all the policies and procedures needed to meet these Standards. Policies and procedures are regularly reviewed and staff demonstrated a good knowledge of these. Becklow Road, 161/163 DS0000019147.V291604.R01.S.doc Version 5.1 Page 20 The Inspector checked care records, finance and medication records and standards of record keeping are satisfactory. No health and safety issues were noted during this visit. There is a need to improve the frequency and quality of monthly monitoring visits made by senior managers from Yarrow. Visits have been missed and the quality of some written reports is very poor. This does not provide sufficient support to service users, managers and staff in the home and must be improved. Becklow Road, 161/163 DS0000019147.V291604.R01.S.doc Version 5.1 Page 21 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 X 2 2 3 3 4 2 5 2 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 2 26 X 27 2 28 2 29 X 30 3 STAFFING Standard No Score 31 X 32 X 33 2 34 3 35 2 36 X CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 2 3 3 2 X LIFESTYLES Standard No Score 11 3 12 3 13 3 14 3 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 2 2 3 3 3 X 3 3 X 3 2 Becklow Road, 161/163 DS0000019147.V291604.R01.S.doc Version 5.1 Page 22 Yes Are there any outstanding requirements from the last inspection? STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard YA2 Regulation 14 Requirement The home’s manager and staff must make sure that placing authorities provide detailed information about each new service user’s needs before they move into the home. A Service User’s Guide / statement of terms and conditions must be provided for each person living in the home. Risk assessments must be completed and reviewed for each person living in the home. The practice of male staff supporting female service users with their intimate personal care must be reviewed. The Commission must be informed of the outcome of this review. Where people living in the home show a significant weight gain or loss, this must be discussed with their GP and appropriate action taken. Bedrooms must be personalised and new furniture provided before the person moves in, not five weeks later. Staffing levels at weekends must be reviewed and the Commission DS0000019147.V291604.R01.S.doc Timescale for action 24/05/06 2. YA5 5 31/08/06 3. 4. YA9 YA18 13 12 31/08/06 30/07/06 5. YA19 12 30/07/06 6. YA25 23 30/07/06 7. YA33 18 31/08/06 Becklow Road, 161/163 Version 5.1 Page 23 informed of the outcome. 8. YA35 18 Yarrow must notify the Commission of plans to make sure 50 of staff are qualified to NVQ Level 2 or above. Monthly PIC visits must take place by Yarrow and copies of reports must be sent to the CSCI. This is a repeat requirement. 31/08/06 9. YA39 12 31/07/06 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. 6. Refer to Standard YA4 YA6 YA22 YA27 YA28 YA32 Good Practice Recommendations Prospective service users should be supported to stay overnight in the home before choosing to move. Care plans should be reviewed at least annually and more frequently, is required. The Manager should make sure that all staff are aware of the home’s complaints policy and procedures and how these should be implemented. Bathrooms and toilets should be made more homely to provide attractive areas for people being supported with their personal care. Pictures in the ground floor lounge should reflect the ethnic mix of people living in the home. Staff should make sure that service users are involved in weekly shopping trips for the home. Becklow Road, 161/163 DS0000019147.V291604.R01.S.doc Version 5.1 Page 24 Commission for Social Care Inspection Hammersmith Local Office 11th Floor, West Wing 26-28 Hammersmith Grove London W6 7SE National Enquiry Line: 0845 015 0120 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Becklow Road, 161/163 DS0000019147.V291604.R01.S.doc Version 5.1 Page 25 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. 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