Inspection on 01/02/07 for Brendoncare Knightwood

This inspection was carried out on 1st February 2007.

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 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

Brendoncare Knightwood 20/02/08

Similar services:

Flint House

St Vincents

The Cotswold Home

Fairways

Newbeech House

Winton House

Treloar College

Rush Court

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

CARE HOMES FOR OLDER PEOPLE Brendoncare Knightwood Brendoncare Knightwood Shannon Way Valley Park Southampton Hampshire SO53 4TL Lead Inspector Gina Pickering Key Unannounced Inspection 1st February 2007 12:00 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Brendoncare Knightwood DS0000068045.V327666.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Brendoncare Knightwood DS0000068045.V327666.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Brendoncare Knightwood Address Brendoncare Knightwood Shannon Way Valley Park Southampton Hampshire SO53 4TL 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) Care Home 20 www.brendoncare.org.uk The Brendoncare Foundation Category(ies) of Old age, not falling within any other category registration, with number (20), Physical disability (5), Physical disability of places over 65 years of age (15) Brendoncare Knightwood DS0000068045.V327666.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection Brief Description of the Service: Brendoncare Knightwood Care Home is a purpose built twenty-bedded rehabilitation unit located in a larger complex that contains private sheltered housing and a domiciliary care agency run by The Brendoncare Foundation. A centre manager manages the complex, with the Rehabilitation unit being managed by a separate manager. The complex is located in a residential area of Chandlers Ford within in easy access to local facilities. Brendoncare Knightwood DS0000068045.V327666.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The inspection process took into account information provided by the service, information contained in staff and service user surveys and two site visits on 1st and 8th February 2007. During the visit to the home the inspector spoke with the manager, nurses and care staff, the cook, laundry and cleaning staff, six residents and one visitor as well as looking at documentation. The service users at the home prefer to be known as residents and this is respected in this report. What the service does well: Good pre-admission processes ensure residents have a clear understanding of the service provided by the unit and that staff are aware of the rehabilitation goals for the resident before they move into the unit. This involves good working relationship between the service and the local hospital service. Residents benefit from excellent teamwork between staff on the unit and health care professionals for example physiotherapists, occupational therapists, medical staff and social workers. Meals are varied and nutritious with choice for the residents. Residents are protected by a work force that is aware of adult protection issues as well as being equipped with the skills to meet the needs of the residents through good training programmes. Residents are confident that complaints and concerns will be dealt with promptly and effectively. Residents live in a home that is designed to meet the needs of those that are less mobile and is well maintained, clean and homely. The manager of the home has the skills and experience to run the home and meet its stated aims and objectives. Brendoncare Knightwood DS0000068045.V327666.R01.S.doc Version 5.2 Page 6 What has improved since the last inspection? What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Brendoncare Knightwood DS0000068045.V327666.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Brendoncare Knightwood DS0000068045.V327666.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 2, 3 & 6. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Despite not having a statement of terms and conditions of accommodation on the unit, residents admitted for rehabilitation have a clear understanding of the service provided by the unit and their anticipated length of stay in the unit. For residents admitted for respite care they have clear information about fees and what is included in the fee. The assessment process ensures that staff are aware of the needs of the prospective resident and the aims and objectives of that persons stay in the unit. EVIDENCE: Prospective residents for the rehabilitation service receive information about the unit whilst they are in hospital. An assessment pro forma has been developed and is completed and discussed with the prospective resident by Brendoncare Knightwood DS0000068045.V327666.R01.S.doc Version 5.2 Page 9 either the unit manager, or a specified member of staff at the hospital. The use of this assessment document assures the prospective resident that their rehabilitation needs can be addressed by the service. Prospective residents must sign this document stating that they agree to come to the unit for an expected period of 4 – 6 weeks rehabilitation. But there is no statement of terms and conditions detailing the rehabilitation resident’s rights and obligations whilst resident on the unit. The rehabilitation beds are funded by the local NHS trust. For those admitted for respite care, the manager visits them at their home to assess their needs and inform them about the unit. Residents admitted for respite have a statement of terms and conditions that detail their rights and responsibilities, the providers rights and obligations and a breakdown of the fees charged. For both resident groups the emphasis of the assessment process is ascertain the care and treatment needed by the person to ensure that he will be fit to return home at the end of the stay at the unit. Residents spoken with at the time of the visit to the home said that they were ware of the service offered by the unit before they arrived there, that they were there to have further treatment so they will eventually be able to live independently at their own home. All told the inspector that although they liked the unit very much they were looking forward to going home. Brendoncare Knightwood DS0000068045.V327666.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 & 10. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Excellent multidisciplinary working practices between different health care professionals give residents the treatment and support they need to return to their own homes. The care planning process, despite having room for improvement, clearly states the action needed to met an individuals needs. Medication practices encourage residents to administer their own medications. EVIDENCE: A sample of care plans were looked at as part of the case tracking process. Care plans detail the action needed to meet specified goals to aid the rehabilitation of the person. Risk assessments are in place for moving and handling, nutrition, tissue viability, and the risk of falls. Relevant care plans are developed as a result of the risk assessments detailing the action to be taken to reduce the risks. Discussion with the manager evidence that it is Brendoncare Knightwood DS0000068045.V327666.R01.S.doc Version 5.2 Page 11 acknowledged that as residents are returning to their homes, it is impossible for all risks to be eliminated, they are supported to recognise risks and act accordingly. Care plans are located in individual bedrooms; residents are made aware of them and are invited to contribute to them. Residents benefit form the input of the multidisciplinary health care team based at the unit. For those admitted into the rehabilitation beds they have access to the full rehabilitation team consisting of physiotherapists, occupational therapists, social workers, community nurses, consultant geriatricians and a daily senior house officer visit. Documented weekly multidisciplinary meetings between this team ensure that all parties are working towards the same goal for each individual resident. For those residents admitted into the respite beds they retain contact with their own GP’s and staff will contact the various members of the multidisciplinary health care team if the need arises. During the visit to the home a community physiotherapist was visiting one of the residents admitted for respite to give advice and support to staff as how best to support the person. Residents said that staff respect their wishes and treat them with dignity. Staff were observed to knock on bedroom doors before entering them. It was observed during the course of the visit to the service that staff have developed a friendly and respectful relationship with residents. Polices and procedures are in place about the administration of medications. All residents are encouraged to self medicate and be aware of the medications they are having. For all others a nurse administers their medications. The service has good links with the pharmacist who supplies their medications, and with the daily visit of a senior house officer medication needs are attended to promptly for those service users receiving rehabilitation. Residents admitted for respite care generally bring in their own medications into the home but also have access to the pharmacist if needed. An accurate record of all medications received into the home is made. Medication disposal procedures are in place. Brendoncare Knightwood DS0000068045.V327666.R01.S.doc Version 5.2 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14, & 15. Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Routines of the home are planned around the assessed needs and wishes of the resident. But activities for residents admitted for respite care are limited. Visitors are welcome at any time and residents can chose whether to receive them in their personal accommodation or in one of the communal areas. Food is considered important and mealtimes are considered to be a social occasion reinforcing the rehabilitation for the resident. The menu is balanced, nutritious with choices at all meal times being available. EVIDENCE: The service does not have a planned activity programme. Residents have access to the complexes library; all bedrooms have a television with provision of digital services giving access to a wide range of television programmes and a telephone that service users can use. Visitors are welcome at any time of the day and residents can chose whether to receive them in their personal accommodation or in one of the communal areas. Brendoncare Knightwood DS0000068045.V327666.R01.S.doc Version 5.2 Page 13 There is no planned activity programme. The manager discussed that with a full rehabilitation programme, rest and recuperation from major illnesses and surgery and visiting from family and friends it is felt there is not the need for an activity programme. Resident’s admitted for rehabilitation said that their days are fully occupied and they do not need any further activities. But two residents that were admitted for respite care said that they were ‘bored’. As they were not having rehabilitation treatment they had little to occupy themselves with during the day. This was discussed with the centre manager, who agreed that the activity and social needs for those admitted for respite care need to be addressed. Residents confirmed that staff treat them with respect and dignity, acknowledging their wishes. However residents also expressed that they understood they have to attend planned therapy sessions; by agreeing to come to the unit for rehabilitation they understand that they need to attend the therapy sessions. They said that other than therapy sessions they have choice of how to occupy them selves, whether socialising in the communal rooms or spending time alone in their bedrooms. As part of the rehabilitation process residents are encouraged to take their meals in the dining room in the unit. A mealtime was observed; it was an unhurried social affair with assistance offered to those that needed it with sensitivity. Residents stated that they enjoy the meals provided and that they always have a choice. On the day of the visit the choice had been home made burgers with salad or gammon steak, for pudding there was a fruit crumble or ice cream. The manager confirmed that various diets can be catered for, such as diabetic diets, and that advice will be sought about religious/ cultural diets as the need arises. The service has access to dieticians and nutritionalists for advice and assistance. As part of the rehabilitation team, access is available to therapists to assist with persons who have swallowing difficulties. Training is being planned for care staff and kitchen staff about providing soft diets and pureed meals for those persons that have swallowing difficulties. Brendoncare Knightwood DS0000068045.V327666.R01.S.doc Version 5.2 Page 14 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16 & 18. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Despite lack of information in the complaints procedure, residents demonstrate a good understanding of how to make a complaint and are confident that their concerns will be addressed promptly. Residents are protected from the effects of abuse by a work force that has a clear understanding of the issues about the protection of vulnerable adults. EVIDENCE: The manager informed the inspector that she is in the process of reviewing the complaints procedure so that it clearly details the actions that will be taken in the event of a complaint being made about the service. This reflects information provided by visitor’s surveys that detailed that they were not aware of the complaints procedure. Speaking with residents evidenced that they would be confident to voice concerns and complaints and believe that they will be addressed promptly and appropriately. Policies and procedures are in place about the protection of vulnerable adults including the procedures to be taken in the event of suspected abuse happening. Discussion with staff evidenced that they are aware of the different Brendoncare Knightwood DS0000068045.V327666.R01.S.doc Version 5.2 Page 15 forms of abusive practice, aware of how to recognise if abuse is happening and known the correct procedures to take if they suspect an act of abuse has occurred. Brendoncare Knightwood DS0000068045.V327666.R01.S.doc Version 5.2 Page 16 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19 & 21 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home has a well-maintained environment, which provides aids and equipment to meet the care needs of the residents. It is a very pleasant, safe place to live. EVIDENCE: The unit has been purpose built to meet the needs of the elderly population with mobility problems. All personal accommodation is in single rooms with an en suite bathroom consisting of hand basin, toilet and walk-in shower. Residents are only admitted to the unit for short periods of time but personalisation in the form of photographs and small ornaments were evident in some bedrooms. Bedrooms are decorated and furnished in a homely fashion with detail being paid to the needs of those that might not be very mobile, Brendoncare Knightwood DS0000068045.V327666.R01.S.doc Version 5.2 Page 17 such as electrical sockets being hip height to avoid the risks of falling when bending down to a low level socket and large easy to use light switches. Communal facilities include a large lounge and smaller quiet lounge, and dining room. Two assisted baths and two large toilet rooms compliment the en suite bathroom facilities. Sufficient storage areas ensure that corridors and all areas of the unit are free from ‘clutter’ that could cause trip hazards including wheelchair storage areas outside each bedroom. A physiotherapy gym room is located within the main building. This is where residents receive treatment from physiotherapists to aid their recovery. Residents have access to the hairdresser, shop and library area of the attached centre. The centre employs a maintence man who has responsibility for the maintenance of the rehabilitation unit as well as the centre as a whole. Clear reporting procedures are in place to ensure maintence issues are dealt with promptly. The unit was clean, tidy and free from offensive odours during the site visits. A team of cleaning staff is responsible for maintaining the cleanliness of the unit. There is sufficient hand washing facilities for staff members, with alcohol gel being available to enhance hand washing. All staff handling food have received food hygiene training. Polices and procedures are in place about the control of infection and hygiene practices. Several members of staff have attended infection control training. All laundering is done on site at the centre’s laundry area. This is manned by a team of laundry staff and is maintained in a clean and tidy manner. Brendoncare Knightwood DS0000068045.V327666.R01.S.doc Version 5.2 Page 18 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 & 30. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents have confidence in the staff team that care for them. Management considers the specialist rehabilitation needs of the residents in determining sufficient staffing numbers. Robust recruitment procedures are followed ensuring that resident’s wellbeing is protected. The service ensures that all staff receive training focussed on improving the outcomes for those living at the home. EVIDENCE: There is a staff rota that clearly indicates which staff are on duty at any time of the day. Resident’s further benefit by the provision of physiotherapy and occupational therapy. Residents said that there are generally enough staff on duty to attend to their needs, but some residents commented that it can sometimes take a long while for staff to respond to call bells. This was not evidenced during the visit to the unit. Residents also expressed their confidence that staff have the skills to support them. The unit manager and the centre manager said that they intend to do a comparative study regarding Brendoncare Knightwood DS0000068045.V327666.R01.S.doc Version 5.2 Page 19 staffing numbers needed in a rehabilitation unit compared to a long stay care home. They intend to present evidence to the organisation that more staffing hours are needed to support residents to achieve a level of function which will allow them to live at home independently or with community support than the staffing hours needed in a long stay care home. Recruitment policies and procedures are in place. A sample of staff files were looked at to evidence recruitment is protecting the wellbeing of the service users. A number of the care staff and trained nurses were transferred from the NHS when the rehabilitation service was transferred out of the hospital into the care home. Within the commissioning process of the service the care home had limited input in the transfer of these staff. CRB and POVA checks were completed for all staff transferring across from the NHS and action taken accordingly if these checks revealed concerns. For all staff recruited directly to the home relevant checks including two written references and CRB and POVA clearance were obtained before commencement of employment at the home. Staff records include evidence of training received since all staff have received employment at the home, evidencing that mandatory training such as moving and handling and fore safety. Newly employed staff follow the corporate induction programme that complies with the guidelines for induction set out by Skills of Care. The service is striving to achieve 50 of the care staff having NVQ level 2 or above. Brendoncare Knightwood DS0000068045.V327666.R01.S.doc Version 5.2 Page 20 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35, 36 & 38. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The manager has the necessary experience and is competent to run the service. She is committed to continuously improve the service for the benefit of the residents. Formal staff supervision, when implemented, will ensure staff are further supported to meet needs of residents. The service is meeting relevant health and safety requirements and legislation. EVIDENCE: Brendoncare Knightwood DS0000068045.V327666.R01.S.doc Version 5.2 Page 21 The manager of the rehabilitation unit has been in post since October 2006 and is in the process of completing her registered managers award. She is a trained nurse with relevant experience in the rehabilitation of the older person. She is in the process of applying for registration with the Commission as manager of the service. At present there is no formal process in place for gathering resident’s views about the service provided. The manager discussed her plans to introduce resident surveys the results of which will be used to influence the running of the service. Corporate quality auditing systems are in place; this includes the auditing of the environment and paper work. The manager said that as a result of auditing of the care planning system, care planning has improved to include more relevant details though she believes there is improvement needed to make the care plans totally service user focussed. The service does not take any responsibility for service users monies. Lockable drawers are available in each bedroom for service users to lock away money and valuables. Staff surveys received by the commission and conversations with staff and the manager evidenced that formal supervision of staff had not yet commenced. But discussion with the manager evidenced that she is aware of this shortfall and will be developing procedures to ensure all staff are formally supervised. Polices and procedures are in place about health and safety issues. The fire logbook indicates that all staff receive the relevant fire safety training as recommended by Hampshire fire and rescue services. Fire risk assessments are in place. Fire safety checks are performed at the fire and rescue services recommended intervals. During the visits to the home the kitchen was a clean and tidy, foodstuff stored in an appropriate manner, a record was available of hot food temperatures, fridge and freezer temperatures and staff entering the kitchen were wearing appropriate clothing. An environmental health food hygiene inspection in concluded that food hygiene practices were good. A sample of records was seen evidencing that services and equipment are serviced at the manufacturers recommended intervals. Brendoncare Knightwood DS0000068045.V327666.R01.S.doc Version 5.2 Page 22 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X 2 3 X X 3 HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 2 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 2 17 X 18 3 3 X X X X X X 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 2 X 3 2 X 3 Brendoncare Knightwood DS0000068045.V327666.R01.S.doc Version 5.2 Page 23 Are there any outstanding requirements from the last inspection? N/A 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 OP2 Regulation 16(2)(m) (n) Requirement Timescale for action 28/02/07 2. OP12 4(1)( c) 3. OP16 5(1)(b) (c) 18(2) 4. OP36 The registered person must provide a statement of terms and conditions with regard to accommodation, services provided and the rights and obligations of the service user and registered provider to all service users. The registered person must 30/03/07 provide facilities for recreation and activities in relation to the needs of service user; this must take into account the needs of service users admitted for respite care. The registered person must 30/03/07 ensure that the complaints policy includes the timescales for responding to complaints. The registered person must 30/04/07 ensure that all staff receive formal supervision six rimes a year. Brendoncare Knightwood DS0000068045.V327666.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. Refer to Standard Good Practice Recommendations Brendoncare Knightwood DS0000068045.V327666.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection Hampshire Office 4th Floor Overline House Blechynden Terrace Southampton SO15 1GW National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Brendoncare Knightwood DS0000068045.V327666.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. 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. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!