Inspection on 10/12/07 for Broadlands Park

This inspection was carried out on 10th December 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 but made no statutory requirements on the home.

Other inspections for this house

Broadlands Park 20/03/09

Broadlands Park 17/07/07

Broadlands Park 21/08/06

Broadlands Park 24/11/05

Broadlands Park 18/05/05

Broadlands Park 01/03/05

Broadlands Park 27/05/04

Similar services:

Claremont House

Oak Ridge

Sun Court Nursing Home

Ashville House

Bilney Hall

Hill Barn

Mabbs Hall Nursing Home

Henrietta House

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

CARE HOMES FOR OLDER PEOPLE Broadlands Park The Green Upton Norwich Norfolk NR13 6AZ Lead Inspector Maggie Prettyman Unannounced Inspection 10th December 2007 09:30 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 Broadlands Park DS0000027357.V356337.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. Broadlands Park DS0000027357.V356337.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Broadlands Park Address The Green Upton Norwich Norfolk NR13 6AZ 01493 751521 01493 751521 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) Mr Raymond Hollyman Mrs Susan Hollyman Mrs Michelle-Lee Hemaz Care Home 22 Category(ies) of Dementia (3), Old age, not falling within any registration, with number other category (21) of places Broadlands Park DS0000027357.V356337.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 17th July 2007 Brief Description of the Service: Broadlands Park is a care home providing personal care and accommodation for 22 older people of whom up to 3 may also have dementia. It is a privately owned and run residential care home. The home is located in the rural Norfolk village of Upton. The service is long established and is based in a period house, with accommodation on the ground and first floor. The home has large gardens to the front and rear, although only those at the front of the building are used by residents. The home has single and double bedrooms all of which are ensuite. The current scale of fees charged are from £288 - £345 per week. Residents are expected to pay for their own toiletries and hairdressing. Broadlands Park DS0000027357.V356337.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. Care services are judged against outcome groups, which assess how well a provider delivers outcomes for people using the service. The key inspection of this service has been carried out by using information from previous inspections, information from the provider, some residents and their relatives as well as other who work in or visit the home. This has included a recent unannounced visit to the home. This report gives a brief overview of the service and current judgements for each outcome group. This unannounced inspection took place over the course of 6 hours. Prior to the inspection records and previous reports about the home held by the Commission were read. During the inspection a tour of the premises was undertaken, staff practice was observed, records and files read and checked and residents and a visiting health care professional were consulted. What the service does well: What has improved since the last inspection? Broadlands Park DS0000027357.V356337.R01.S.doc Version 5.2 Page 6 The home has made significant progress towards improving its service since the last inspection, and is to be commended for its efforts. Improvements include; • • • • • • • • • • • • • The Service User Guide has been rewritten A comprehensive new Needs Assessment form has been introduced Life history work is being undertaken New contact sheets support district nurse intervention Sit on scales have been purchased Food preferences are being recorded The MUST system of nutritional assessment is being implemented The complaints procedure has been reissued Fire Regulations have been complied with New furniture and carpets have been purchased The upper corridor, small lounge and some residents rooms have been redecorated Recruitment procedures have been improved Radiators have been covered What they could do better: The home has significant environmental issues that need to be resolved. In addition some aspects of health and safety and general management audit could be improved. These changes are needed to ensure a safe and accessible environment for people living at the home Eight requirements and eight recommendations have been made at the end of this report as follows. Requirements • • • • • • The requirements and recommendations of the separate Pharmacy Inspection report must be implemented to ensure a safe system of medication administration The planned building works must be commenced without delay so that the home becomes fully accessible and safe. Unmarked or shared soaps must not be used to prevent the spread of infection Toiletries in shared rooms must be kept marked and separately stored to prevent infection and to support individual dignity The laundry door should be kept locked so that chemicals are safely stored Soaps and shampoos must not be left unsecured in communal bathrooms where they may be accessed by people with dementia care needs DS0000027357.V356337.R01.S.doc Version 5.2 Page 7 Broadlands Park • • Call bells should be available and in working order so that people can call for help when in their room All wheelchairs should have footrests in place and used to protect people from injury Recommendations • • • • • • • • People or their representatives should be involved in care plan review Better information about how to care for people with dementia care needs should be included in their care plans The programme of regular and “one off” events at the home should be made available to residents so that people know what is going on at the home A record of minor complaints and comments should be kept and audited to identify any underlying issues that could be addressed Bathrooms should be maintained in a homely and comfortable way so that people can enjoy relaxing and pain relieving baths The good recruitment practice detailed in “Safe and Sound should be used to write a recruitment procedure to ensure safe consistent recruitment practice An up to date summary of staff training should be available to the manager so that she is aware of any additional training needs The annual Quality Report should be made available to residents and their relatives so that people can see what others think of the home 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. Broadlands Park DS0000027357.V356337.R01.S.doc Version 5.2 Page 8 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 Broadlands Park DS0000027357.V356337.R01.S.doc Version 5.2 Page 9 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): Standards 1,2,3 and 6 People who use the service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. People considering whether to live at the home have the information they need to make an informed choice. Nobody comes to live there without having his or her needs assessed and are given a contract, which tells them about the service they will receive. Broadlands Park DS0000027357.V356337.R01.S.doc Version 5.2 Page 10 EVIDENCE: The manager showed the inspector a recently revised service user guide, which has been expanded and improved to more clearly detail the services offered by the home. Inspection of residents files showed that contracts are in place for both local authority and private residents and that these further specify the individual service, including the room occupied and charges made. The home has recently considerably improved its needs assessment process by developing a detailed document to cover all aspects of peoples individual needs and wishes. This is completed prior to people coming to live at the home. Inspection of files of recently admitted residents demonstrated that this process is in action, and that more information is now available about people to help the home to meet their individual needs. The home does not provide intermediate care. Broadlands Park DS0000027357.V356337.R01.S.doc Version 5.2 Page 11 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): Standards 7, 8, 9, and 10 People who use the service experience adequate quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. The home is working towards ensuring that the health and personal care service that people need is based on their individual needs and that their medication is managed consistently and safely. EVIDENCE: Examination of people’s individual files demonstrated that a detailed plan of care is in place. This includes risk assessments and a great deal of work has been put in place to obtain comprehensive life histories for people l9iving at the home. Evidence that this is agreed initially with the resident or their representative was seen. These plans of care are reviewed, but there was no evidence of people being involved in this process. A recommendation has been made in this respect. Broadlands Park DS0000027357.V356337.R01.S.doc Version 5.2 Page 12 It is clear that care planning has improved since the last inspection. However care plans examined did not contain specific direction for supporting people with dementia care needs. Discussion with the proprietor and manager demonstrated a commitment to improve the homes dementia care service. A recommendation has been made in this respect. The home has worked hard to improve its health care service since the last inspection. Examples of improvement are; • • • • Sit on weighing scales have been purchased The new needs assessment form includes detail about nutritional needs and choices A record sheet to support district nursing intervention has been implemented Work has commenced to implement nutritional screening and supplements Discussion with a visiting health care professional demonstrated that consultation is made in good time, and that the home administers ongoing treatment plans appropriately. The home has recently had two pharmacy inspections. These have demonstrated that while the home is working to improve its system of medication, it is still only providing and adequate service in this area. Requirements and recommendations made by the specialist pharmacy inspector can be found in the separate pharmacy report given to the home. A requirement has been made in this respect. Following the pharmacy inspections, the home has decided to investigate using a monitored dosage system of medication. A representative from Boots Pharmacy visited the home during the inspection to discuss its implementation. Staff were observed treating residents with dignity and respect during the inspection. People living at the home confirmed that they feel well treated and that staff respect their privacy. People’s individual clothes are appropriately marked. Two wardrobes were checked and found to contain clothes belonging to the residents living in those rooms. Names of choice were used and are written on personal records. During the inspection people were seen receiving district nursing care in a private and spacious treatment room. Broadlands Park DS0000027357.V356337.R01.S.doc Version 5.2 Page 13 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): Standards 12, 13, 14 and 15 People who use the service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. People living at the home make individual choices, enjoy the meals provided and have a range of activities available to them. The home could improve the way it promotes activities and entertainment available to residents. EVIDENCE: Discussion with residents demonstrated that they feel that the home offers entertainment and activities appropriate to their wishes. People were seen to have flexibility of choice about where to eat their meals, and that rising and retiring times are flexible and driven by resident’s choice. A plan of activities and entertainment is in place, but this is not freely available to people living at the home on a weekly basis. This aspect of the service could be greatly improved by giving people more information about regular and one off activities. A recommendation has been made in this respect. Broadlands Park DS0000027357.V356337.R01.S.doc Version 5.2 Page 14 Residents confirmed that they are supported to keep contact with their relatives and friends and that they are free to visit when they wish. The manager stated that visitors stay for meals and that staff always offer them refreshments. Some community groups visit the home, and one resident regularly goes to the local pub. People living at the home confirmed that they feel in control of their daily lives. They said that they were encouraged to bring personal possessions with them when they came to live there. Individual rooms were seen to contain personal possessions. Evidence of initial individual involvement in personal care planning was seen in some files. Inspection of the kitchen demonstrated that it is clean and well organised and that a menu plan is in place. Menus were displayed on individual dining tables and residents confirmed that they are consulted daily about their food choices. People were seen being offered further alternatives if the two options of food were not to their taste. People said that they like the food and that there is always enough to eat and drink. The home is currently implementing a comprehensive nutritional assessment programme to ensure that meals are nutritionally fortified as necessary according to individual need. Residents currently have no input into menu planning other than the experience of the kitchen team and management of previous likes and dislikes. Broadlands Park DS0000027357.V356337.R01.S.doc Version 5.2 Page 15 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): Standards 16 and 18 People who use the service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. People who live at the home have access to a good complaints procedure. They are protected from abuse by vetted and trained staff. EVIDENCE: The home has received no formal complaints since the last inspection. A notice detailing the complaints procedure has been prominently displayed in the lounge. The home does not currently record and audit minor complaints, resident’s comments or suggestions. Bearing in mind the major building works planned which will inevitably cause significant disruption, the home would benefit from monitoring informal complaints closely to ensure that people remain feeling content in the home. A recommendation has been made in this respect. A training co-ordinator for the organisation is responsible for ensuring that staff adult protection training is in place and up to date. The proprietor and manager confirmed that this training is in place. Evidence is held by the coordinator externally. Examination of staff files demonstrated that the home has improved its staff vetting procedures since the last inspection. Broadlands Park DS0000027357.V356337.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): Standards 19 and 26 People who use the service experience poor quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. The physical design and layout of the home poses a risk to people living there and inhibits their independence. Proposed building works to rectify these serious issues are due to commence in the near future and must not be further delayed. Broadlands Park DS0000027357.V356337.R01.S.doc Version 5.2 Page 17 EVIDENCE: The home has a variety of flooring levels and steps, some of which are directly outside people’s rooms. Access to the upper floor is only by stairs or a stair lift which itself partially blocks the staircase and is a potential hazard. The homes layout directly hinders people moving around the home independently and is in many areas dangerous for both residents and staff. The homes proprietors are fully aware of these issues and have been working to secure funding and suitable contractors to implement the works. They have also had to reduce resident numbers to enable work to take place. Recent meetings between the home and the Commission have confirmed that this work is to commence by March 2008 at the very latest. It is essential that this work is progressed as soon as possible to ensure that safety and lifestyle needs are met. A requirement has been made in this respect. During the tour of the premises one bathroom was found to contain a large amount of inappropriately stored items and equipment making the room inappropriate for use. The manager was unaware of this and immediately arranged for the room to be cleared. However all staff must be made aware that bathing areas are kept comfortable and homely to help encourage residents to take advantage of the pain relief, sensory stimulation and relaxation that bathing can facilitate. A recommendation has been made in this respect. On a more positive note, the home has made several important improvements to its environment since the last inspection; • • • • • Fire safety compliance and has been achieved Radiators are now safely covered The upper hallway and some residents rooms have been decorated The dining room has been re-carpeted and further areas are planned for renewal New dining room furniture has been purchased A tour of the premises demonstrated that the home is generally clean and tidy. It was unfortunate to find unmarked soaps and toiletries in communal and shared bathing and washing areas. This is inappropriate in terms of infection control as well as undermining personal dignity and choice. A requirement has been made in this respect. The laundry is properly equipped and clothes are carefully sorted. People confirmed tat their clothes are well cared for and that they do not get lost. The laundry door is not locked and so poses a potential hazard to residents with dementia who could access detergents stored there. A requirement has been made in this respect. Broadlands Park DS0000027357.V356337.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): Standards 27, 28, 29 and 30 People who use the service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. Staff at the home are trained, skilled and in sufficient numbers to support the people living there. EVIDENCE: Observation of the home during the inspection as well as examination of current and future rotas demonstrated that the home is well staffed. People were observed working in a relaxed and unhurried way, often stopping to talk to residents during their duties. Kitchen and domestic staff were present in good numbers and were seen to attend to their duties carefully and conscientiously. The manager and proprietor confirmed that more than 50 of staff have achieved NVQ qualification, and that all unqualified staff are currently undergoing this training. Broadlands Park DS0000027357.V356337.R01.S.doc Version 5.2 Page 19 Examination of staff files demonstrated that the home has improved its vetting of staff since the last inspection. Evidence of references and CRB checks was seen. No written recruitment procedure is in place, which would benefit the home and ensure consistency. A copy of “Safe and Sound” recruitment guidelines was left with the manager. A recommendation has been made in this respect. The proprietor and manager confirmed that an ongoing and updated system of training is in place. This is organised by a co-ordinator responsible for the group of homes. Evidence of induction and mandatory training was seen in individual staff records, but no up to date overview is available to the manager. A recommendation has been made in this respect. Broadlands Park DS0000027357.V356337.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): Standards 31, 33, 35 and 38 People who use the service experience adequate quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. Shortfalls in terms of safety, monitoring and audit mean that the home does not fully meet the overall good management standards that are expected of a home. Broadlands Park DS0000027357.V356337.R01.S.doc Version 5.2 Page 21 EVIDENCE: Although the manager is experienced, well qualified and caring, the issues raised elsewhere in this report relating to safety, monitoring and audit mean that the overall running of the home is compromised. The proprietor has provided a Quality Assurance document to the Commission, which includes a plan for the urgently needed redesign and refurbishment of the home. No evidence of this documentation being shared with residents or their relatives was seen. A sample of monies held on behalf of residents was checked and found to be in good order. During the inspection most hazardous cleaning products were found appropriately stored. However soaps and toiletries were left out in communal bathing areas, posing a potential risk to people with dementia care needs. A requirement has been made in this respect. Several call bells were found missing from peoples individual rooms, meaning that some people have no means of summoning help during the night. A requirement has been made in this respect. Some wheelchairs were seen being used without footrests. This poses a considerable hazard of injury to both residents and staff. A requirement has been made in this respect. Broadlands Park DS0000027357.V356337.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 3 3 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 2 8 3 9 2 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 1 X X X X X X 2 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 2 X 2 X 3 X X 1 Broadlands Park DS0000027357.V356337.R01.S.doc Version 5.2 Page 23 Are there any outstanding requirements from the last inspection? Yes 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 OP9 Regulation 13.2 13.4 Requirement People who use the service must have their medicines given to them from a safe system of medicine administration in line with requirements and recommendations made by the Commissions specialist pharmacy inspector. The proposed building works must be commenced without further delay to ensure that the home becomes safe and accessible for all residents. Soap dispensers should be available in communal toilets, and unmarked soaps must not be left in communal bathrooms People living in shared rooms must have separate and named storage areas for their toiletries and personal care items. The laundry door should be locked to ensure that cleaning products are safely stored. Soaps and Shampoos must not be left out in communal bathrooms where they could pose a risk to people with dementia care needs. DS0000027357.V356337.R01.S.doc Timescale for action 30/01/08 2 OP19 23.2 a,n 31/03/08 3 OP26 13.3 30/01/08 4 OP26 13.3 30/01/08 5 6 OP26 OP36 13.4 (C ) 13.4 ( C ) 30/01/08 30/01/08 Broadlands Park Version 5.2 Page 24 7 OP38 23. 2 ( c ) 8 OP38 23.2 ( c ) The call system provided by the home should be available and regularly checked that it is in good working order. All wheelchairs in use must have footrests fitted and used appropriately to protect people from injury. 30/01/08 30/01/08 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1 2 3 4 5 6 7 8 Refer to Standard OP7 OP7 OP12 OP16 OP19 OP29 OP30 OP33 Good Practice Recommendations Residents or their representatives should be involved in the care plan review process. More detail about dementia care support should be included in care plans of people needing this type of support. The programme of activities should be organised and details given to residents in advance. A record of minor complaints, comments suggestions and compliments should be kept and audited to help identify areas in which the home could improve its service. Bathrooms should be maintained in a homely and comfortable way to promote enjoyable bathing that can assist in pain relief and sensory stimulation. The good recruitment practice guidelines of “Safe and Sound” should be adopted by the home and outlined in a written recruitment procedure. An up to date overview record of staff training should be kept at the home. The Annual quality report should be kept in the home, given to residents and their families. Broadlands Park DS0000027357.V356337.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection Norfolk Area Office 3rd Floor Cavell House St. Crispins Road Norwich NR3 1YF 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 Broadlands Park DS0000027357.V356337.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!