Inspection on 11/11/08 for Bisley Drive (18)

This inspection was carried out on 11th November 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

Bisley Drive (18) 05/12/06

Bisley Drive (18) 10/11/05

Bisley Drive (18) 22/06/05

Similar services:

22 Sandown Road

The Highlands

Dilston College Of Further Education

West View House

Blenheim House

Prince Bishop Court

Park View (15)

Craigmore House

Extracts from inspection reports are licensed from CQC, this page was updated on 18/06/2009.

Inspecting for better lives Key inspection report Care homes for adults (18-65 years) Name: Address: Bisley Drive (18) 18 Bisley Drive South Shields Tyne and Wear NE34 0PY     The quality rating for this care home is:   three star excellent 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: Lee Bennett     Date: 1 1 1 1 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. that people have said are important to them: They reflect the things 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 27 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) 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 27 Information about the care home Name of care home: Address: Bisley Drive (18) 18 Bisley Drive South Shields Tyne and Wear NE34 0PY 01914544871 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): molly.watters@reallifeoptions.org Real Life Options Name of registered manager (if applicable) Molly Hazel Watters Type of registration: Number of places registered: Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 learning disability physical disability sensory impairment Additional conditions: The maximum number of service users who can be accommodated is: 7 The registered person may provide the following category of service only: Care home only - Code PC To service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Learning disability - Code LD, maximum number of places: 7 Physical disability - Code PD, maximum number of places: 7 Sensory impairment - Code SI, maximum number of places: 7 Date of last inspection Brief description of the care home Bisley Drive is a short breaks service. It provides a holiday type break for people. It is run by a charity (Real Life Options) It is adapted from a childrens home. Care Homes for Adults (18-65 years) 7 7 7 Over 65 0 0 0 care home 7 Page 4 of 27 Brief description of the care home There is level access to the ground floor bedroom and facilities. Every one has their own bedroom. Nobody has to share. The home is a short distance from the town centre. There is a car here to help people get out and about. Care Homes for Adults (18-65 years) Page 5 of 27 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: three star excellent 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: Before the visit we looked at: - Information we have received since the last visit in November 2006. - How the service dealt with any complaints & concerns since the last visit. - Any changes to how the home is run. - The providers view of how well they care for people. - The views of people who use the service & their relatives, staff & other professionals. Care Homes for Adults (18-65 years) Page 6 of 27 The Visit: An unannounced visit was made on the 11th November 2008. During the visit we: - Talked with people who use the service, their relatives, staff and the manager. - Observed life in the home. - Looked at information about the people who use the service & how well their needs are met. - Looked at other records, which must be kept. - Checked that staff had the knowledge, skills & training to meet the needs of the people they care for. - Looked around parts of the building to make sure it was clean, safe & comfortable. - Checked what improvements had been made since the last visit. After the visit: We told the manager what we had found. Previous Requirements: We have reviewed our practice when making requirements, to improve national consistency. Some requirements from previous inspection reports may have been deleted or carried forward into this report as recommendations - but only when it is considered that people who use the service are not put at significant risk of harm. In future, if a requirement is repeated, it is likely that enforcement action will be taken 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 27 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 27 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. Detailed assessments of need are in place before each person stays here, and this ensures that Bisley Drive is suitable for people to have a break. Evidence: When a person needs help with their personal care, for example where they have health related needs or they are a person with a disability, they are entitled to an assessment from a health professional or social worker. These assessments are used to help identify what a persons needs are and to help identify which services are available that can offer help and support. These assessments can then be passed onto social care services (such as Bisley Drive) to help the manager decide if the staff team have the right skills and the home is physically suitable to offer the care and support necessary. For the people using this service, assessments are mainly carried out by social workers from South Tyneside Council, as they contract with the home. As this service offers short breaks to people (sometimes called respite care) there are many people who stay here. This is usually on a regular and repeat basis. The Care Homes for Adults (18-65 years) Page 10 of 27 Evidence: manager is aware of the need to obtain a social workers assessment before a person stays here, and for the majority of cases we looked at this was the case. Indeed, before their stay a lot of information is obtained, either through assessments carried out by the manager or from a social worker. Where social workers assessments are forthcoming promptly, the manager will undertake one on behalf of the home. This is to ensure that each persons needs could be properly met here. The assessments that are provided by social workers, and those compiled by the manager, include information about diversity needs, such as those relating to disability, gender, race and culture. Before further stays are made here, and where peoples needs have changed, care plans are periodically reviewed and if necessary reassessed. This is done with the involvement of a social worker or care manager. This is to make sure that Bisley drive remains the right place for people to stay. It is from these reviews and reassessments that plans of care are developed. Care Homes for Adults (18-65 years) Page 11 of 27 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 adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. All of the people here have care plans and risk assessments which generally guide care practice well. Clear guidance can help to provide consistency of care, and ensure everyones needs are well met. Evidence: To help guide the care that staff offer to the people using this service, a care plan file is compiled. All of the people using this service have had one developed. These are all written up, evaluated and reviewed by the manager and a key worker; a member of staff who works with a named service user and takes a lead on the planning and delivery of care. The care files contain overview information on each persons needs, and are written in a person centred way. The people using this service are aware that they have a care plan, and we were told that they were aware of what was written in them. The practice that we observed reflected the guidance in the care plans, for example where people need particular help at meal times, and need support with their mobility. There is some duplication of recording within the care plans, with the same Care Homes for Adults (18-65 years) Page 12 of 27 Evidence: information often being written up twice within different sections. We found that some information identified during the social workers assessment of a persons needs was not always translated into a plan of care. Closely linked to care planning arrangements are risk assessments and behaviour management plans. Again, these are written up by a key worker when there is an identified area of risk, either to the service user, or to others by that persons behaviour or needs. They follow a standardised format, and detail the area of risk, consider the benefits of certain risks being present, and outline how unnecessary risks are to be managed. We found that areas of risk were generally being clearly documented, but some were incomplete, or certain areas of risk (such as those associated with epilepsy, behaviours that may challenge the service and the excessive use of display screen equipment) were not risk assessed or had a relevant plan of care developed. Both care plans and risk assessments are a formal way of documenting decisions about important matters affecting a persons care and lifestyle. The people using this service are only here for short periods, so major decisions about the management of the home are not routinely discussed with them. Nevertheless, staff will support the people here with day to day decisions, such as what activities to do and what to eat at meal times. There are also weekly guests meeting to decide on what activities to do. Routines also remain flexible to promote choices, such as when to go to bed, get up, and so on. Care Homes for Adults (18-65 years) Page 13 of 27 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The people living here are assisted to spend their time in an active and fulfilling way. This can make their stay an enjoyable one. Evidence: A relaxed routine is offered to people staying here, and on the day of the inspection, people were supported to get ready at their own pace, and the morning was spent relaxing or using the IT facilities. Planned activities occur both within and out of the home. The planned activity for the day was a Christmas shopping trip, and some people were also using the computer facilities in the multi-media room. For many people staying here, this service offers a holiday break away from home. People are supported in a broad range of activities, including trips to local places of interest, the cinema, circus, meals out, discos and shopping expeditions. There is a lot of information available on local tourist attractions, which can help people to make Care Homes for Adults (18-65 years) Page 14 of 27 Evidence: choices about how they would like to spend their time. One person told us: - I love to go to Bisley Drive ... sometimes we see a show or go bowling. Other times we listen to music or watch TV. The staff team also felt that activities were a particular strength of the service. They said: - We offer clients a good range / choice of activities when they stay at Bisley Drive. - We are constantly loking for ways to improve the enjoyment of the service users stay, ie activities, places to go, personal touches to room. To help people to access local community facilities, and to get out and about, the home also has its own minibus. As well as going out and about or being occupied whilst in the home, contact with friends and relatives can affect the quality of life enjoyed by people. Although people may come here to have a break away from home and their family, for others regular contact is important. Therefore, staff here will assist people to keep in touch. They also work with family members to keep updated with peoples changing needs. Meals form an important part of peoples daily routine, lifestyle and their stay here. As the ethos of the service is to offer a holiday break, the people staying here do not get actively involved in food preparation and tidying away chores. Meals are normally taken in a shared dining room, although people can eat elsewhere if needed. As food and diet can often have important health implications, and is important in terms of individual choice, culture and so on, the dietary needs of each person are detailed in their care plans. For example, before coming here people are asked what their food preferences are, or if they have any pertyicular needs, such as diabetes or a food allergy. From this information plan of care can be drawn up and staff provided with appropriate dietary information and advice. To support this there is a record kept of meals planned and provided. Care Homes for Adults (18-65 years) Page 15 of 27 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. Each individuals personal care and health care needs are well supported by systems that ensure privacy is respected and that health and welfare is monitored and maintained. Medicines are generally well managed. Evidence: The people living here have their personal and health care needs outlined within their case files. Their needs are supported and met, where appropriate, in private. Specialist support and input has been sought and obtained where necessary, and multidisciplinary input (such as that from the Occupational Therapist) is made available. As well as making sure health care advice is sought, the registered manager, and other staff in the team, help the people using the service to access health care treatment if needed. This is so people get the help and health care they need to keep well, although carers at home will normally make these arrangements from a persons home. The results of health care visits and routine monitoring of aspects of people health, such as epilepsy and dietary intake, is recorded within each persons care file. This can help ensure that staff follow any advice and guidance that has been made by Care Homes for Adults (18-65 years) Page 16 of 27 Evidence: the health care professional, or passed on by relatives and carers, and that they have information to pass back to them when needed. Linked to these health and personal care arrangements is the support given with medication. Most people staying here receive support to administer their own medicines, and senior staff will help in this area. The medicines themselves are stored in a locked cupboard to keep them safe. The temperature of this area is not monitored to ensure medicines are stored within the correct range. There is also cold storage in the homes fridge (kept in a locked cabinet). We found that internal medicines and external supplies (such as creams) were being stored together. This does not always promote good hygiene. Due to the nature of the service provided here most medicines are received as loose stock, either in bottles or the manufactured blisters. Once given out staff write down who has had what medicine on clear administration records. An audit of the medicines used here was carried out by us. All of the medicines we looked at were properly accounted for, except for one, where the stock was one over. Care Homes for Adults (18-65 years) Page 17 of 27 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. Clear systems help protect people from neglect, abuse and self-harm. Evidence: A clear, written complaints procedure is available at the home, and in each persons bedroom. There have been no complaints reported to us since the last inspection. The people using the service told us they knew who to speak to if they had a complaint. The staff also told us they knew what to do if someone raised concerns. We checked our own records and there have been no complaints made to us about this home since we last visited two years ago. We also looked at the records kept in the home. We found that there had been one complaint recorded. This provided some detail about what the complaint was about, but not if and how it had been investigated, or what the outcome was. As well as having guidance on how to handle complaints, most of the staff here have also received training on adult safeguarding and abuse awareness matters. Both the care providers and the local councils adult protection procedures are available here for staff to refer to. Care Homes for Adults (18-65 years) Page 18 of 27 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Bisley Drive provides a homely and comfortable environment, with adaptations available to meet peoples various needs. Evidence: Bisley Drive is a purpose built care home, adapted from its previous use as a childrens service. There is easy access for people who are physically frail or disabled, with adapted facilities on the ground floor. These include an accessible shower room that benefits from a ceiling tracking hoist. This home is, as far as practical, domestic in style, and each bedroom has been furnished to a high standard. All bedrooms have a television and small fridge. they all have en-suite showers and toilets. The home is clean throughout and there is good odour control. Overall Bisley Drive is a comfortable home, and the people living here appear relaxed and comfortable in their surroundings. Care Homes for Adults (18-65 years) Page 19 of 27 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The people living here are supported by a qualified and well trained staff team, who are safely recruited and regularly supervised. Evidence: There have been seven new staff recruited here since the last inspection. We were unable to see any records relating to their recruitment (including application forms, records of interview, references and medical clearances) as these were being held elsewhere. This has been agreed with us, and there are separate arrangements for checking these. The staff themselves were complimented by a relative, who said: - The staff are all very nice and very helpful. Staff themselves were also positive about several aspects , including team working, training and supervision. They told us the following: - Team work is essential, and I think our team in the main works and communicates together. Care Homes for Adults (18-65 years) Page 20 of 27 Evidence: - I have just completed a 2 week induction training programme which was very thorough. Id previously done another week at the area office. - Training is always on offer. Induction covered diversity very well. - There are monthly supervisions where issues can be raised appertaining to my work role. - Yearly appraisals to review supervisions, set training goals, etc. At the time of the inspection, ten out of the nineteen support and senior staff were qualified to NVQ level 2 in care [or higher]. Most staff have received at least five days training per year as recommended within the National Minimum Standards. Training that has been attended has included Team Teach, Equality and Diversity, Epilepsy Awareness and Manual Handling. The manager informed us that staff were awaiting dates for Safeguarding Adults and Mental Capacity Act training. General mental health awareness is not currently a topic included, but is an area of need for some people staying here. Training is one of the topics discussed at each staff members supervision session. These are one to one meetings that are held between a staff member and manager to discuss their performance, training needs, personnel and personal matters. Actions are agreed where necessary. These occur on a regular basis, to allow staff to feel supported and informed about developments at the home. Care Homes for Adults (18-65 years) Page 21 of 27 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Service users benefit from a well managed home, where quality and health and safety matters are regularly checked. This can help ensure the service remains focused on the needs and safety of the people who live here. Evidence: Bisley Drive is overseen, on a full time basis, by the registered manager. She is supported by a deputy manager. The registered manager has many years experience working within the care sector and has also obtained an NVQ in management and care. She has also attended a range of training to keep her knowledge and skills up to date, and has undertaken a return to nursing award. Training she has attended has included health and safety training and Mental Capacity Act awareness. One staff member stated: - ...my manager is very approachable. Care Homes for Adults (18-65 years) Page 22 of 27 Evidence: There are clear lines of accountability here, and strong arrangements for the supervision and appraisal of staff. As well as ensuring her own knowledge and practice remains up to date, the registered manager undertakes a number of quality checks and audits to ensure the standard of care is up to current good practice levels. Managers from other care services also carry out monthly inspections. the people who use the service are also encouraged to share their views on the service, the care provided and activities participated in. For example, questionnaires are given to people who have stayed here so they can tell the manager what went well and what they would like to see improved. The manager also intends to reinstate regular meetings with the people staying here, again to get their views on what works well and other things they would like to see made available. Just as the quality of the care provided is checked, so are matters affecting health and safety. Therefore regular checks on the building are carried out, water and fridge / freezer temperatures are monitored, and working practices that could present a risk are looked at. Safe ways of working (for instance by the use of lifting aids) are introduced where necessary. There were no hazards to health and safety observed during the inspection. Care Homes for Adults (18-65 years) Page 23 of 27 Are there any outstanding requirements from the last inspection? Yes R No £ 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 1 9 15 Risk assessments must be completed and relevant risk management strategies agreed where specific risks have been identified in the initial social work assessment. 31/05/2007 Care Homes for Adults (18-65 years) Page 24 of 27 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 20 13 Medication practices should 10/04/2009 be reviewed to ensure doses are not missed, the temperature in the storage area is monitored, and internal and external medicines are physically separated. This is so medicines are safely stored and administered. 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 2 The registered manager should always ensure a care managers (social workers) assessment is obtained before a service is offered to a person. Risk assessments and care plans should be developed to guide staff in areas including epilepsy, behaviours that may challenge the service and the excessive use of display screen equipment. The registered manager should ensure that details of complaints investigations and any outcome are recorded Page 25 of 27 2 9 3 22 Care Homes for Adults (18-65 years) and passed onto the complainant. 4 35 Staff training should include general mental health awareness topics. Care Homes for Adults (18-65 years) Page 26 of 27 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 © (2009) 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 27 of 27 - 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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