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Inspection on 23/05/07 for Brambledown Road (44)

Also see our care home review for Brambledown Road (44) for more information

This inspection was carried out on 23rd May 2007.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Adequate. 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 7 statutory requirements (actions the home must comply with) as a result of this inspection.

What follows are excerpts from this inspection report. For more information read the full report on the next tab.

What the care home does well

Detailed assessments are completed prior to admission. Care plans identify people`s needs and how they should be met. People have set goals and are supported to achieve them. Brambledown provides a calm and homely environment for residents. Good recording systems are in place for medical and health details. People have access to a range of clubs, groups, classes and sessions to meet their social and leisure needs. Questionnaires noted that the temporary manager is good for the service, that staff get good training opportunities and that the service tries to provide activities and outings the residents will enjoy.

What has improved since the last inspection?

Staff have completed core training sessions. More residents meetings have been held. The redecoration and development schedule continues, with the cooker being replaced and plans in place to replace broken fence panels and repair uneven paving.

What the care home could do better:

The Statement of Purpose must be updated to reflect current services and staff. The Service Users Guide must be completed and be available to current and new residents. Key work sessions should take place regularly, to ensure people have time to reflect on the care they receive, plan for the future and have an opportunity to comment on the services provided. The `labelling` of people by the degree of their learning disability or epilepsy must be reconsidered and discussed with residents, to ensure they are comfortable with the language used.Questionnaires indicated that the recruitment of permanent, committed and caring staff and manager would improve the services provided. The staff rota must be up to date at all times.

CARE HOME ADULTS 18-65 Brambledown Road (44) 44 Brambledown Road Wallington Surrey SM6 0TF Lead Inspector Emma Dove Key Unannounced Inspection 23rd and 25th May 2007 10:55 Brambledown Road (44) DS0000007165.V340612.R01.S.doc Version 5.2 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Brambledown Road (44) DS0000007165.V340612.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Adults 18-65. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Brambledown Road (44) DS0000007165.V340612.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Brambledown Road (44) Address 44 Brambledown Road Wallington Surrey SM6 0TF 020 8647 1325 020 8647 1325 brambledown@independencehomes.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) Independence Homes Limited Care Home 7 Category(ies) of Learning disability (7) registration, with number of places Brambledown Road (44) DS0000007165.V340612.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 22nd May 2006 Brief Description of the Service: 44 Brambledown Road is a registered care home, providing personal care and accommodation for up to seven adults with learning disabilities, specialising in providing a service to people who also have epilepsy. Six people are currently living at the home. Brambledown Road is owned and managed by a private organisation who have three other similar services in the local area. The home is situated in a residential area of Wallington, close to public transport, shops and leisure facilities. Accommodation is provided over two floors. Seven single bedrooms, which have a wash hand basin. There is a communal lounge, dining room, laundry and kitchen. A conservatory, at the rear of the building, is mainly used as a staff office. The garden has a patio area, a brick barbeque, an area of lawn, a path, mature trees and bushes, a shed and a side access gate. There is some off street parking at the front of the building. The fees are varied and depend on the package of care individuals receive. Information about fees is included in the contract of residence. Inspection reports and details of the CSCI are available. Brambledown Road (44) DS0000007165.V340612.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced inspection was carried out over five and a half hours on the 23rd May and four and a half hours on the 25th may 2007 by one regulation inspector. The inspection included examination of records, inspection of communal areas, three bedrooms, talking with residents, relatives, staff and the temporary manager. Questionnaires were sent to relatives by the manager and four questionnaires have been returned to the CSCI and comments from these are included in the relevant sections of this report. What the service does well: What has improved since the last inspection? What they could do better: The Statement of Purpose must be updated to reflect current services and staff. The Service Users Guide must be completed and be available to current and new residents. Key work sessions should take place regularly, to ensure people have time to reflect on the care they receive, plan for the future and have an opportunity to comment on the services provided. The ‘labelling’ of people by the degree of their learning disability or epilepsy must be reconsidered and discussed with residents, to ensure they are comfortable with the language used. Brambledown Road (44) DS0000007165.V340612.R01.S.doc Version 5.2 Page 6 Questionnaires indicated that the recruitment of permanent, committed and caring staff and manager would improve the services provided. The staff rota must be up to date at all times. 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. Brambledown Road (44) DS0000007165.V340612.R01.S.doc Version 5.2 Page 7 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 Brambledown Road (44) DS0000007165.V340612.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 1 and 2 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The service has developed a Statement of Purpose which requires updating. The Service Users Guide needs completing. Assessments are completed prior to admission, ensuring people are appropriately placed. EVIDENCE: The Statement of Purpose was only available on the computer and had not been fully completed with specific details of the home. The document did not note that respite care is provided. Other information required to assist in deciding whether the home is suitable is included. Questionnaires indicated that people received enough information to make a decision to move in. Assessments were seen to be in case files and had been completed by staff from the organisation and placing social workers. Detailed medical information is included. The manager reported that the assessment process for new residents takes into account the needs of people currently living there. A programme of introduction is developed for each new resident which takes into account their needs. Brambledown Road (44) DS0000007165.V340612.R01.S.doc Version 5.2 Page 9 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7 and 9 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Care plans are person centred and goals are agreed with the individual. People are encouraged and supported to make their own decisions. Care plans are reviewed regularly and updated as required. EVIDENCE: Case files contain comprehensive information about the individual and their needs, including their social history, any religious and cultural needs, medical information, support they need from staff and how this should be given, leisure requirements, food and drink likes and dislikes, reviews and risk assessments. Care plans details the individuals needs and the support required in all areas of their lives. All care plans had been reviewed in the last six months or year. A key work system is in place which means each resident has a member of staff allocated to them to meet regularly and review care needs, spend time Brambledown Road (44) DS0000007165.V340612.R01.S.doc Version 5.2 Page 10 with them, support them individual in achieving their goals and to maintain contact with relatives and placing social workers. The monthly key work sessions had not all taken place in February and March 2007. Reviews have taken place for five people in the last year, with one due in the next month. The manager reported that one person had not had a review due to the placing social worker not being available to attend so an informal review was arranged. Two questionnaires noted that the service ‘always’ meets peoples needs and two questionnaires said that the service ‘usually meet peoples needs, with an additional comment that this can depend on the staff. One comment received, noted that the relative had not been kept informed of progress, although this had improved recently. Two questionnaires indicated that the service always and usually meets the different needs of people, taking into account their age, disability, race and ethnicity. Brambledown Road (44) DS0000007165.V340612.R01.S.doc Version 5.2 Page 11 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 15, 16 and 17 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People using then service are given the opportunity to take part in a variety of activities both within the home and in the community. The home tries to be flexible and provide a service that is as individual as possible, with further improvements required to ensure all people’s needs are fully met. Individuals are supported to identify goals and work to achieve them. EVIDENCE: The manager reported that new daily timetables have been developed with residents, in pictorial format and that further work is required to support individuals to complete their chosen programme. People were seen to go out and accompany staff with errands, do jigsaw puzzle, attend a cookery session, spend time resting in the lounge, go in the garden, go to a therapy session and spend time talking with staff and looking at photographs. Brambledown Road (44) DS0000007165.V340612.R01.S.doc Version 5.2 Page 12 The organisation hires a hall one day a week for a club, which includes dancercise, art and craft activities, first aid sessions, and a disco in the evening for people using the organisation’s services. Every one had just returned from holidays to either an outdoor activity style centre where they went climbing, walking and rafting or to a holiday camp. People’s comments about their holiday experiences included, ‘I liked the holiday’ and ‘I enjoyed my holiday’. People were seen to enjoy looking at photographs and talking about what they had done on holiday. One questionnaire said that people usually make decisions about what they do, during the day, evening and weekend, with an additional comment that ‘this can depend on the staff on duty’. Two questionnaires indicated that the service ‘always’ helps people maintain contact with their relatives and one questionnaire said ‘sometimes’ supported to maintain links with family. One comment was received that family members have asked staff to support their relative to keep in contact, although little progress has been made with this. Residents have been involved in developing a new menu, taking into account individuals likes and any dietary requirements. Residents made positive comments about the food that they receive and were seen to enjoy lunch. Brambledown Road (44) DS0000007165.V340612.R01.S.doc Version 5.2 Page 13 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19 and 20 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Personal healthcare needs are clearly recorded in each person’s care plan. Staff are trained in health care, medication administration and epilepsy. A medication policy is in place, medication records are generally up to date. Staff are aware of the need to treat individuals with respect and to consider peoples dignity. However the use of some words and descriptions of people’s epilepsy and learning disability does not promote and respect resident’s dignity. EVIDENCE: Staff were seen to provide appropriate support to individuals with personal care tasks. The use of the words ‘moderate’ and ‘severe’ were used to describe peoples epilepsy and learning disability and note the differences between services run by the organisation. These words and the way they are used does not promote peoples dignity and is not necessary for people who know the services. Brambledown Road (44) DS0000007165.V340612.R01.S.doc Version 5.2 Page 14 Case files contain detailed medical information about peoples epilepsy and medication used. The manager reported that they are in the process of completing a health action plan for all residents. Good medication policies and procedures are in place. Staff receive training in the administration of medication and emergency medication. Medication Administration Record Sheets have a photograph of the individuals medication attached, to assist staff in recognising medications being administered. Two gaps were noted in the signing of medication for two people. The systems in place to monitor medication administration should be reviewed to ensure any gaps are identified and action taken immediately. Brambledown Road (44) DS0000007165.V340612.R01.S.doc Version 5.2 Page 15 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 22 and 23 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The complaints procedure is clearly written and available to residents, their relatives and placing social workers. EVIDENCE: The complaints procedure is included in the Statement of Purpose. Records are kept of complaints received. One recent complaint is being investigated by the manager who will respond and send a copy to the CSCI. The CSCI have not received any complaints about Brambledown since the last inspection. Three questionnaires indicated that people were aware of how to complain. One questionnaire noted that the person was not aware of how to complain and continued that the home had responded appropriately when concerns were raised and they felt the services had improved. The home holds money for some residents. The records and balance were checked for two people, one was correct and up to date. One person’s money was slightly over the balance, the manager reported that this will be checked. Policies are in place for the protection of vulnerable adults, with copies of the ‘host’ authority and placing authorities procedures also available. Staff complete training in the protection of vulnerable adults as a part of their induction. Brambledown Road (44) DS0000007165.V340612.R01.S.doc Version 5.2 Page 16 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 24, 25, 27 and 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. A homely and safe environment is provided for people. Bedrooms are single. EVIDENCE: The home is in a quiet residential road close to local shops, leisure facilities and public transport systems. Residents have a single bedroom and access to a lounge and dining area and a large well maintained garden. Bedrooms have been personalised to individuals taste and contain a bed, wardrobe, chest of drawers and desk or dressing table. All bedrooms have a monitor to enable staff to hear if individuals have a seizure and enable them to respond appropriately. Care needs to be taken to ensure these monitors do not have an impact on people’s privacy. Residents were sent to be comfortable in their bedrooms and made comments including, ‘I like my room’, ‘I chose the colour’, ‘I have all I need’, and ‘I like it here’. Brambledown Road (44) DS0000007165.V340612.R01.S.doc Version 5.2 Page 17 A bathroom with toilet is available on the ground floor and a bathroom with separate shower cubicle is provided on the first floor. Residents reported that they don’t use the shower cubicle. This was discussed with the manager who confirmed that the shower is not being used and will be replaced with a larger, safer cubicle, to meet peoples needs. The kitchen is accessible for residents and people are encouraged and supported to prepare drinks, snacks and meals. The laundry area is accessed through the kitchen, although the manager reported that residents and staff enter by going around the outside of the home, avoiding the kitchen. Domestic style washing machine and tumble drier are provided. The manager reported that they use one of the organisations other homes should they need a more industrial washing machine. This is not considered an issue for residents. The home was seen to be clean and fresh and was generally in a good state of repair with a few issues noted, for example to paving to the front of the home, some broken fence panels in the back garden and the hall carpet lifting in places. The manager reported that these issues are all being addressed and had been noted by the person from the organisation who visits every month. One questionnaire noted that the home is ‘usually’ fresh and clean and that the environment has got better but could still improve. Brambledown Road (44) DS0000007165.V340612.R01.S.doc Version 5.2 Page 18 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 32, 33, 34, 35 and 36 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. People using the service are generally happy with the care they receive. The service ensures all staff receive relevant training. The recruitment procedure meets regulations and National Minimum Standards, however some records are not in place. Bank and agency staff are used to cover staff vacancies. EVIDENCE: The published staffing rota did not include details of the manager’s hours and was not up to date with the staff on duty on the first inspection visit. Staffing levels were seen to be sufficient to meet peoples needs. The manager reported that there are currently four vacant posts which are being recruited to. Questionnaires noted that staff ‘usually’ treat people well, and that staff ‘usually’ have the right skills to do the job. Issues were raised about staff levels preventing people from doing activities at times due to staff shortage and about some personal care tasks not being completed as requested. Brambledown Road (44) DS0000007165.V340612.R01.S.doc Version 5.2 Page 19 Staff files identified that recruitment policies, procedures and practices are in line with requirements and appropriate records are maintained, with one exception. One staff file didn’t contain references, other checks and interview notes were on the file. Staff have access to good training courses and complete a two week induction programme with more time at the home to familiarise with care plans, get to know residents and routines and read policies and procedures. Staff complete training in epilepsy every six months. All staff are trained in the use of first aid and have training in administration of emergency medication. Personal Development Plans are being developed for all staff. The manager supervises all staff. Some gaps were noted in supervision for some staff, this has improved recently. Brambledown Road (44) DS0000007165.V340612.R01.S.doc Version 5.2 Page 20 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. Service users’ rights and best interests are safeguarded by the home’s record keeping policies and procedures. The health, safety and welfare of service users are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 37, 39 and 42 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Checks show that records are generally up to date, although some gaps are found. The manager has highlighted areas where they need to make improvements and has a plan for completing this work. EVIDENCE: The home has been without a registered manager since June 2006. The organisation appointed a person who left and interim cover arrangements have been in place. This led to an unsettled period when a number of concerns were raised by relatives which are beginning to be sorted with further work required on staff support and engaging residents in activities and community facilities. Brambledown Road (44) DS0000007165.V340612.R01.S.doc Version 5.2 Page 21 A previous manager has returned for one year to provide stability and consistency and allow the organisation time to recruit an appropriate person to manage the home and register with the CSCI. A representative from the organisation visits every month and completes a detailed check of records, the environment, medication, activities, menus, staff supervisions and meeting minutes. Any concerns are noted and an action plan is required from the manager to ensure all issues are addressed. A copy of these reports must be sent to the CSCI. The manager reported that surveys have just been sent out to relatives, to seek their views on the services provided. Health and safety records are generally maintained in good order, with checks completed in the required timescales and issues addressed. The gas safety check noted ‘inadequate ventilation’. The manager reported that a new boiler had been fitted and this problem had been solved. The firs alarm is checked and serviced as required. Brambledown Road (44) DS0000007165.V340612.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 Adults 18-65 have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 2 3 3 X 4 X 5 X INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 3 ENVIRONMENT Standard No Score 24 3 25 3 26 X 27 2 28 X 29 X 30 3 STAFFING Standard No Score 31 X 32 3 33 2 34 3 35 3 36 2 CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 3 X 3 X LIFESTYLES Standard No Score 11 X 12 2 13 3 14 X 15 2 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 2 3 2 x 2 X 2 X X 3 X Brambledown Road (44) DS0000007165.V340612.R01.S.doc Version 5.2 Page 23 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. 2. 3. 4. Standard YA1 YA1 YA12 YA18 Regulation 4 5 16 (2) n 12 (4) Requirement The Statement of Purpose must reflect the services and staff currently at the home. The Service Users Guide must be completed and available to people. The activity programmes developed for individuals must be followed. The terminology used at the home must be reviewed to ensure resident’s dignity is maintained. Medication must be signed at the time it is administered. The staffing rota must be up to date with the staff on duty. A suitably qualified and competent individual submits an application to register as the homes manager, subject to a fit person interview with the Commission. (previous timescale of 31/03/07 not met) Timescale for action 20/07/07 20/07/07 20/07/07 20/07/07 5. 6. 7. YA20 YA33 YA37 13 (2) 17 (2) Sch 4 (7) 9(1) (2) 13/07/07 13/07/07 31/08/07 Brambledown Road (44) DS0000007165.V340612.R01.S.doc Version 5.2 Page 24 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. Refer to Standard YA1 YA8 Good Practice Recommendations The Service Users Guide should be in a format, which is suitable for the service users at the home. Key work sessions should take place on a regular basis. Brambledown Road (44) DS0000007165.V340612.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection Croydon, Sutton & Kingston Office 8th Floor Grosvenor House 125 High Street Croydon CR0 9XP 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. Extracts may not be used or reproduced without the express permission of CSCI Brambledown Road (44) DS0000007165.V340612.R01.S.doc Version 5.2 Page 26 - 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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