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Inspection on 06/10/08 for Brindley Court Nursing and Residential Home

Also see our care home review for Brindley Court Nursing and Residential Home for more information

This inspection was carried out on 6th October 2008.

CSCI found this care home to be providing an Good 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.

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

The home offers a good standard of nursing care within a purpose built environment. Nursing and health care needs are met with the involvement of outside health care professionals. There is a good staff training and development programme in place ensuring that staff have the necessary skills to be able to meet the needs of the people who live in the home. There is an excellent activities programme in place at the home and the activities coordinator is very conscientious and enthusiastic. This ensures that the social and therapeutic needs of people are met.

What has improved since the last inspection?

The programme of redecoration and refurbishment has now picked up and there have been improvements to the decor of the home. This is on going. The staffing issues over mealtimes have improved with the introduction of a care assistant to serve meals on the second floor unit. This has helped to improve the mealtime routine and reduce waiting times for people receiving their meals.

What the care home could do better:

Care plans, although comprehensive, do not particularly focus on promotion of individual choices and preferences in respect of daily life in the home. Plans need to be further developed in order to make them more person centered and help ensure that choices are respected and autonomy promoted. People have mixed feelings about the quality and choices of the meals served in the home and it cannot always be guaranteed that people receive the meals they like. Menus need to be reviewed with the people who live at the home with a view to ensuring that choices are upheld and special requirements met. People told us that sometimes there is insufficient staff on duty to meet their needs. Examination of the staff duty rota did not reflect this. However, as there were a number of comments received about this, it is important for the service to monitor staff provision at the home in order to ensure that needs are met consistently.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Brindley Court Nursing And Residential Home Station Street Longport Stoke-on-trent Staffordshire ST6 4ND     The quality rating for this care home is:   two star good 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: Yvonne Allen     Date: 0 6 1 0 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. the things that people have said are important to them: They reflect 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 Older People 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 Older People Page 2 of 28 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 Older People Page 3 of 28 Information about the care home Name of care home: Address: Brindley Court Nursing And Residential Home Station Street Longport Stoke-on-trent Staffordshire ST6 4ND 01782828428 01782828429 brindley.court@ashbourne.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Mr David Forrester Type of registration: Number of places registered: Modelfuture Limited, care home 52 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category physical disability Additional conditions: 13 PD 35 to 65 years Date of last inspection Brief description of the care home Brindley Court Care Centre provides personal and nursing care for up to fifty-two male and female persons. The home provides accommodation for mainly older people but can accommodate up to thirteen people, aged between 35 and 60 years on admission who have a physical disability. The home is a two-storey purpose built brick building. It has fifty-two single bedrooms and each of them has an en-suite comprising of a toilet and wash hand basin. The home has lounges and dining facilities on each floor. A passenger lift that is accessible to people allows easy access around the home. There are appropriately adapted bathing facilities to each floor. There is a central kitchen and laundry. Externally, the home has pleasant secure gardens for service users to enjoy Care Homes for Older People Page 4 of 28 Over 65 52 0 0 13 Brief description of the care home and there is ample parking space. The home is situated close to the A500 and is within easy access of local shops, bus service, a train station and road networks. The fees charged by the home at the time of the inspection visit ranged from 360.00 to 540.00 pounds. Care Homes for Older People Page 5 of 28 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: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: The quality rating for this service is 2 star. This means that the people who use this service experience good quality outcomes. We, the commission, carried out this unannounced Key Inspection visit over one day and this was completed by one inspector. Prior to the inspection visit we had received the following information about the home The Annual Quality Assurance Assessment (AQAA) which was completed by the service. The AQAA is a self assessment that focuses on how well outcomes are being met for people using the service. It also gave us some numerical information about the Care Homes for Older People Page 6 of 28 service. Surveys sent out by us and completed by some of the people who live at the home, their representatives and staff members. We had not received any complaints directly about the service since the last Key Inspection and had attended one Safeguarding meeting. We assessed all of the Key Standards and made a judgment about each outcome area based on the evidence available to us. This tells us what it is like for the people who live in the home. The ways in which we gathered our evidence are as follows We held discussions with the Registered Manager and the Deputy Manager of the home. We spoke with a number of people who live in the home and 2 visitors. Their comments are referred to throughout this report. We spoke with some staff members who work in the home. We examined relevant records and documentation. We walked around the home and visited all the communal areas and a random selection of bedrooms and bathrooms. We noted staff interaction with people and observed care practices. At the end of the inspection we gave verbal feedback to the manager of the home. As a result of this inspection there were no requirements made. Good practice recommendations have been included at the end of this report. 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 Older People Page 8 of 28 Care Homes for Older People Page 9 of 28 Details of our 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) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 10 of 28 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 and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. 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 them 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. Each person wanting to come into the home undergoes a full assessment of his or her needs. Admissions to the home only take place if the service feels that individual assessed needs can be met. Evidence: Information contained in care plans identified that pre-admission assessments of needs are carried out prior to people being offered a place at the home. These assessments are carried out by the registered manager or his deputy. Discussions with the manager of the home identified that careful consideration is given to each individual before a place is offered. The manager only agrees to admit people whos needs he feels the home can meet. He told us sometimes I do have to refuse Care Homes for Older People Page 11 of 28 Evidence: admission if I feel that we are unable to meet individual needs. People who completed surveys prior to the inspection visit told us told us - my husband went for respite several times before he went in long term and he seemed comfortable there. The home manager was very helpful. My daughter called at Brindley Court and had a look around. David, the manager came to assess me. I only had to wait a fortnight before I came in. Care Homes for Older People Page 12 of 28 Health and personal care 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 health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they 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. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them 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. Care is planned and delivered with dignity and respect and health care needs are met well. Meeting specific personal care needs would be better achieved by making care plans more person centered and ensuring that staffing ratios meet the needs of people living in the home. Evidence: Each individual has a comprehensive needs assessment carried out following admission and care is planned in order to meet these needs. We looked at a random selection of individual care plans and found these to be comprehensive and regularly reviewed. Plans contain evidence of visits by other health care professionals such as General Practitioners, Opticians and Dietitians. The community Matron has also assessed whether health care needs of individuals are being met and offers advise and staff training. Individual Nursing needs are met well by the nurses at the home. Medication Care Homes for Older People Page 13 of 28 Evidence: is ordered, stored, administered and disposed of in accordance with requirements and company policy. A recent medication audit has been carried out by the manager of the home. Staff deliver care in a professional manner and treat people who live in the home with dignity and respect. Care plans do not always reflect individual choices and preferences and would benefit from being made more person centered. This is confirmed by some of the comments we received. People who live in the home and their representatives tell us - My relative is in bed most of the time and needs 24 hour care. The staff look after her well. Staff have to be asked by members of the family before they will act on the service users wishes. The staff are caring but havent always got much time to talk to the residents. Ideally more staff would make a difference. More staff needed to provide help with dressing and personal care. More information is needed regarding minor ailments, rashes, infections, etc. At peak times they are very busy and I sometimes have to wait but they all do the best they can. The doctor is always called for. Staffing levels are inadequate at times leaving care compromised. Although the carers keep my mum clean and dress her - there is no time for them to just talk or interact. I feel that no importance is given to keeping the nails cut especially finger nails. Care Homes for Older People Page 14 of 28 Daily life and social activities 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 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. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. 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. There is an excellent programme of activities and entertainment within the home which ensures that individual social and therapeutic needs are met. People have mixed feelings about the provision of meals in the home and these should be reviewed to ensure that preferences and choices are upheld. Evidence: The following comments were received about the programme of activities at the home. The activities co-ordinator is one of the strengths of Brindley Court. She is very dedicated to her work. She puts a lot of time and effort into everything she organizes and is like by everyone. Plenty of entertainment - trips out, games, film shows, entertainers, etc. The social side is very good. Angela who takes us for activities is excellent and she arranges trips out on occasions. She does her job very well. We spoke with the activities co-ordinator about the programme of social activities and entertainment in the home. This is extensive and well organized and includes outside entertainers and trips out. She explained how the staff and people who live in the home help raise money for the activities fund. Care Homes for Older People Page 15 of 28 Evidence: We received some very mixed comments about the meals served in the home. The food is bland and poorly prepared. the menus are ill thought out for these particular service users. They have to work to a budget so the meals can be a little mundane. The one thing I do miss is bacon and poached eggs on a Sunday morning. Most of the food is very good. Staff seem to be constantly changing so there is no continuity. eg - they dont know likes and dislikes - one carer brought my mum a cup of tea while I was there. She has never drunk tea in her life and the other staff would know this. The only issue my mother has is with the food. The cooks are changing all the time therefore the food is not always nice. My relative is on a soft diet and at times little thought is given to the content and meals can be very repetitive. My relative has complained about the quantity and quality of the food and the lack of choice on several occasions. I have also raised this to the manager. Excuses but no change is the result. We observed the serving of the lunchtime meal. Most people were taking lunch in the main dining rooms but a few preferred to eat in their bedrooms. The manager told us that since the last inspection the home has introduced the dining service - this is where a staff member is provided over meal times to help with the serving of meals. This frees up care staff to work on the floor and has helped to improve the routine at mealtimes. It is recommended that menus and meals be reviewed with a view to improvement. The views of people who live in the home and/or their representatives should be taken into account in respect of meal provision. Care Homes for Older People Page 16 of 28 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. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. 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. People who live at the home can be assured that any concerns they might have will be listened to and taken seriously. The systems adapted by the home help to keep people safe. Evidence: There is a clear and accessible complaints procedure in the home and people who live in the home are aware of who to go to if they have any concerns to raise. We, the commission, have not directly received any complaints in relation to this service since the last Key inspection. When we spoke with people who live in the home and their representatives they told us that they know who to approach if they have any concerns. They told us that the manager is approachable and has dealt with things straight away. There was one person, however, who has raised concerns about the meals and feels this has not yet been resolved. The manager demonstrated how he logs concerns and responds to them in a timely manner. Care Homes for Older People Page 17 of 28 Evidence: When we spoke with some of the staff who work at the home they told us that they had received instructions and training in Safeguarding Adults. We looked at their training records and these confirmed this training takes place regularly. Senior staff we spoke with were aware of the procedure for the reporting of alleged abuse and the manager of the home is very familiar with this process. Staff are very carefully selected to work at the home and required CRB and POVA checks are carried out prior to employment. Care Homes for Older People Page 18 of 28 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, 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. 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. The home provides a clean and comfortable environment which is purpose built and adapted to meet the needs of the people who live there. Evidence: The Providers have made improvements to the environment since the last Key inspection. These improvements have included turning the small ground floor lounge into a garden room and refurbishment of shower/bathrooms. The programme of redecoration and refurbishment is ongoing and, although timescales are somewhat behind, progress has been made and plans are in place to continue with the programme. We walked around the home and visited a random selection of bedrooms and all the communal rooms. There are plenty of aids and adaptations around the home to help people with mobility problems to retain their Independence. We noted moving and handling equipment such as hoists, and the manager told us that they had purchased 9 new profiling beds since the last inspection. Bedrooms had been personalized and adapted to meet the needs of the individual. All of the bedrooms have an en suite facility. Care Homes for Older People Page 19 of 28 Evidence: We received some mixed comments about the environment and laundry facilities. These included the following - The home is not as clean ans it used to be. The spa bath doesnt work and my relative really enjoyed this luxury. She now has a shower which she doesnt like The room are cleaned every day -very good There seems to be a problem with laundry going missing. My relative has had other peoples clothing put in her bedroom. Her clothing is clearly marked but repeatedly clothes go missing. This has been reported frequently but never seems to be solved Another relative told us that the home is nice and clean. We found the home to be clean and well presented on the day of this unannounced inspection. The kitchen is inspected by the Environmental Health department and adheres to their recommendations. All kitchen staff have been trained in food hygiene and certificates are displayed in the home. The laundry adheres to the Companies infection control guidelines. Certificates were seen to confirm that staff have received training in infection control and COSHH (Control Of Substances Hazardous to Health). Care Homes for Older People Page 20 of 28 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 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 to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. 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. People who live in this home are cared for by a staff team who have been carefully selected and trained to meet their needs. The number of staff provided should be carefully monitored in order to ensure consistency of care. Evidence: We found that the staffing levels appeared to be appropriate to meet the needs of the people who live in the home. However we did receive some mixed comments from people who live at the home and their relatives. These include the following Staff seem to be constantly changing so there is no continuity. Need more time to talk and interact with staff. Staff are helpful, polite and understanding My mother is well looked after but I feel there could be more staff We have found kindness and compassion shown by staff - in what can only be described as the most difficult of circumstances There is a number of staff who are pleasant and very understanding but there are other staff who are not and staff are always short on numbers the same person referred to the home having regular staffing problems. staffing levels inadequate at times leaving care compromised. Staff attitudes unsatisfactory at times due to poor communication The one thing is that more staff would make it easier Care Homes for Older People Page 21 of 28 Evidence: staff work very hard and are always helpful a higher staff/residents ratio needed. Some staff work very hard and seem conscientious. We were informed by the manager of the home, that, since the last inspection, staffing levels have improved due to the provision of an extra carer on duty over mealtimes on the second floor unit. This staff member is specifically employed to help with the delivery of meals to the people who live in the home. Although, as staff told us things are slowly improving with staffing the above comments received from people and their relatives indicates that the provision of staff at the home should be strictly monitored in order to ensure that needs are met consistently. The home has a robust staff recruitment procedure. When we looked at staff files they contained all the required checks and information. These checks included Criminal Records Bureau (CRB) checks, Protection Of Vulnerable Adults (POVA) checks and written references. When we spoke to staff members they confirmed this. New staff undergo induction training and when we spoke with a care assistant, recently recruited, she told us that she thought her induction training had been good. There is a good staff training and development programme in place at the home and the majority of care staff are either trained or in the process of training to National Vocational Qualification (NVQ) standards. For some staff this has progressed to NVQ level 3 in Care. Mandatory Health and Safety training takes place and staff receive regular update sessions such as Safe Moving and Handling, First Aid, Infection Control, COSHH, POVA, Fire Safety and other topics which are geared to meeting the needs of the people who live in the home. Care Homes for Older People Page 22 of 28 Management and administration 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 led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate 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. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. 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. The home is well run and managed in the best interests of the people who live there. Evidence: The manager of the home (David) is a qualified nurse with many years experience in nursing and care of the elderly. He has recently completed a recognized management qualification. David also explained how he keeps himself updated with training in order to meet his registration requirements (PREP). David is supported by a Deputy Manager. We also spoke with him and he told us that David is very supportive and approachable. Other people who live in the home were complimentary about the manager - David is very approachable. Before the inspection visit we received some comments (surveys) which included Care Homes for Older People Page 23 of 28 Evidence: home manager very helpful. In respect of the meals served at the home one relative said - I have raised concerns with the manager - excuses but no change is the result. The home has a comprehensive Quality Assurance system in place. We were shown the regular quality audits which are undertaken by the home manager and the visiting regional manager. We also saw the Regulation 26 reports which are completed monthly by the regional manager. This is where the Provider,or their representative, (in this case the Regional Manager) visits the home and carries out an auidt of all areas including speaking with people who live in the home and staff members. Meetings are held where staff have an opportunity to express themselves and we saw the minutes of these. When we spoke to staff members they confirmed that these take place but also that they visit the manager on a one to one basis whenever they need to. When we spoke with the activities co-ordinator she told us about the meetings held for residents and relatives, but also that social events such as coffee mornings and cheese and wine evenings provide opportunities for people to talk about the home. David confirmed that he also sees relatives as they are passing by and often has a chat (in private if required). We looked at the system for maintenance of personal allowances. This has not changed since the last inspection. It is transparent and allows for an audit trail to be undertaken if necessary. The home has a Health and Safety policy statement in place. David has overall responsibility for this and the maintenance person assists him to do this. We saw the records relating to the servicing and maintenance of equipment. The required checks had been carried out on hot water temperatures, fire alarm tests, emergency lighting and other checks. The Company Health and Safety checks are comprehensive. Risk assessments are undertaken for general workplace situations as well as for individual risk. There is an effective infection control policy in place. Equipment is available to assist in the promotion of infection control throughout the home. Staff seek the advice of the local infection control nurse specialist whenever they need to. Staff receive regular mandatory Health and Safety update training. Care Homes for Older People Page 24 of 28 Care Homes for Older People Page 25 of 28 Are there any outstanding requirements from the last inspection? Yes £ No R 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 Care Homes for Older People Page 26 of 28 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 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 7 Care plans should be developed further to become more person-centered. This will help to ensure that specific individual needs, preferences and choices are met. The provision of meals should be reviewed with the people who live in the home in order to guarantee that individual choices and preferences are considered when planning menus. The number of staff provided should be carefully monitored in order to ensure consistency of care 2 15 3 27 Care Homes for Older People Page 27 of 28 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 Older People Page 28 of 28 - 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!