Inspection on 18/06/08 for Cotswold House

This inspection was carried out on 18th June 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.

Other inspections for this house

Cotswold House 13/04/06

Cotswold House 05/10/05

Cotswold House 29/04/05

Cotswold House 16/09/04

Cotswold House 04/05/04

Similar services:

Byars Care Home

St Marys Nursing Home

Bramble Lodge

Parkmanor Residential Home

Thornham Grove

Hunter`s Lodge

London Road Neurological and Specialist Care Unit

Carlton Care Home

Extracts from inspection reports are licensed from CQC, this page was updated on 08/11/2008.

CARE HOMES FOR OLDER PEOPLE Cotswold House 178 Cotswold Avenue Duston Northampton NN5 6DS Lead Inspector Irene Miller Unannounced Inspection 18th June 2008 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 Cotswold House DS0000034924.V366691.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. Cotswold House DS0000034924.V366691.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Cotswold House Address 178 Cotswold Avenue Duston Northampton NN5 6DS 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) 01604 751436 01604 591506 gokeeffe@northamptonshire.gov.uk www.northamptonshire.gov.uk Northamptonshire County Council Mrs Gabriella Katrina O`Keeffe Care Home 42 Category(ies) of Dementia - over 65 years of age (20), Old age, registration, with number not falling within any other category (42), of places Physical disability over 65 years of age (5) Cotswold House DS0000034924.V366691.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. 3. 4. 5. No person falling within the OP category can be admitted where there are already 42 people of OP category already in the home No person falling within the DE(E) category can be admitted where there are already 20 people of DE(E) category already in the home No person falling within the PD(E) category can be admitted where there are already 5 people of PD(E) category already in the home To be able to accommodate 1 named service user who has needs within the MD(E) category. Total number of service users in the home must not exceed 42 Date of last inspection 13th April 2006 Brief Description of the Service: Cotswold House is a residential care home providing personal care for up to 42 Elderly Residents, including 20 people with Dementia and 5 people with Physical Disabilities. The Home has an additional specific condition to provide care for 2 existing Residents with Mental Disorders. Northamptonshire County Council owns Cotswold House and the Registered Manager is Mrs. G. OKeefe. The Home is situated in a residential suburb of Duston in Northampton close to nearby shops and easily accessible by public transport. The Premises consist of a 2-storey building providing lounges/dining rooms and bedroom areas on both floors. The first floor is accessible by a lift. Single bedrooms are provided for all Residents. Residents are enabled to enjoy safe garden areas. The Home provides permanent care only and has two units specifically dedicated to the care of Residents with Dementia. The weekly fees charged are £375. Extra charges are made for Hairdressing, Chiropody, newspapers and Toiletries. Cotswold House DS0000034924.V366691.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 2 stars. This means the people who use this service experience good quality outcomes. The focus of all inspections undertaken by the Commission for Social Care Inspection (CSCI) are based upon seeking the outcomes for Service Users and their views of the service provided. This visit was unannounced and focused on the ‘key standards’ under the National Minimum Standards and the Care Standards Act 2000 for homes providing care for older people. The care records of people using the service were sample checked this involved looking through written information available on their care, such as care plans (a care plan sets out how the home aims to meet the individual service users personal, healthcare, social and spiritual needs). Discussions took place with people using the service, staff and visitors and observations of the staff interactions with the people using the service were made, to establish if the needs of people were being met and to establish how people were with the care and services provided by the home. Because people with dementia are not always able to tell us about their experience of the service, we used a formal method of observation called the Short Observational Framework for Inspection (SOFI). On this occasion this involved spending a period of 75 minutes within one of the communal lounge/diners observing the care of four people. The observation period gave an indication as to how the service supports the needs of people using the service and how the individuality of people living with dementia is maintained. During the visit records in relation to staff recruitment and training, how the home responds to concerns and complaints, the management of medication and the homes general policies and procedures were viewed. Prior to the visit taking place the Commission for Social Care Inspection had sent to the home an Annual Quality Assurance Assessment (AQAA) for completion by the registered provider. This was returned prior to the visit and provided information on how the service self assesses its own performance. In addition to the AQAA the Commission for Social Care Inspection also sent out to the home a selection of service users, relatives, staff and healthcare Cotswold House DS0000034924.V366691.R01.S.doc Version 5.2 Page 6 professionals questionnaires for distribution by the provider. The questionnaires returned to CSCI gave an insight as to how the people using, working and visiting the home view the service provided. A small number of surveys were returned to CSCI and the feedback received assisted in making judgements about the care provided for people using the service. What the service does well: What has improved since the last inspection? Senior staff had received diabetes training, which enables the service to provide a more efficient service for Diabetics and improved communication with the medical services. Cotswold House DS0000034924.V366691.R01.S.doc Version 5.2 Page 7 The safeguarding adults policy has been introduced in CD format and senior staff are receiving training in the Mental Capacity Act. 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. Cotswold House DS0000034924.V366691.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 Cotswold House DS0000034924.V366691.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): Standard 1 & 3 (standard 6 is not applicable to this service) This judgement has been made using available evidence including a visit to this service. Quality in this outcome area is good. Information is made available to people who are considering moving into the home, this enables them to make an informed choice as to whether the home is right for them and that their needs can be met. EVIDENCE: There were records of pre assessments having been completed prior to people moving into the home. The assessments had identified the health and social care needs of the prospective residents and had formed the basis of the care plans. Within the care plans there was information on the individual preferences and social contacts the plans had information on peoples life history prior to Cotswold House DS0000034924.V366691.R01.S.doc Version 5.2 Page 10 moving into the home and this gave some insight into the persons personality and lifestyle to include their and likes and dislikes, hobbies and interests. This information is useful when providing care for people living with advancing dementia whose ability to verbally communicate may be difficult. In discussion with the staff it was confirmed that prospective residents and their families are provided with a copy of the homes Statement of Purpose and Service User Guide available. In discussion with the manager it was established that although the home aims to introduce new residents gradually such as trial visit, that many people come via discharge from hospital. Cotswold House DS0000034924.V366691.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 & 10 Quality in this outcome area is adequate. In general the health and personal care needs of people living at the home are met, however not having specific information available on the prescribed dose of medications places people at risk of not receiving their medication correctly. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Within the care plans viewed there was information on the health and personal care needs of the people using the service, this included information on their medical history, and the health care support required from healthcare professionals who are involved in the persons care. There were records available to demonstrate that peoples weight losses and gains are monitored and that appropriate action is taken to address any concerns in this area of care. Cotswold House DS0000034924.V366691.R01.S.doc Version 5.2 Page 12 Within the care plans the individual’s capabilities and areas requiring staff support were recorded, there was assessments on mobility and pressure area care and these had identified what level of assistance was required with moving and handling and what pressure relieving equipment was required. The care plans and assessments had been reviewed, however more frequent reviews would ensure that the information contained within these documents remains current. Where accidents had occurred, the staff had taken action to ensure the safety of the resident and accident reports had been completed, however the information on the action taken following accidents were not in all cases reflected within the individual care plan. For example a resident had sustained a fall, within the care plan there was a record of the resident having been seen by the paramedics, on this occasion the resident did not require hospital treatment, and there was a record that the GP was to be contacted the following day. However on the ‘falls monitoring form’ it indicated that the GP had not been contacted. On further exploration of this conflicting information it transpired that the GP had been contacted, and that this information was held in a separate file to the care plan. Consideration needs to be given to improving on the record keeping to ensure that information on the health, safety and welfare of residents is clear and provides effective audit tool. There was information available within the care plans on the treatment provided by visiting healthcare professionals, such as the community specialist nurses and consultants, optician and dentist. Risk assessments were in place to identify areas of individual risk and reduced the likelihood of accidents for each individual. There was information within the care plans for staff to follow on how best to communicate with people living at the home who’s ability to communicate had been effected through sensory loss and dementia. There were pictorial cues available to help with communication. The medication storage and administration systems were sample checked in some instances the Medication Administration Records (MAR) sheets did not provide sufficient information for staff to follow when administering medication to people using the service. For example a Neuroleptic medication (used to treat agitation and restlessness), had directions on the MAR sheet that 5ml to be taken as directed and an Analgesia (Pain relief) medication had the directions, to be taken four times daily as directed. Cotswold House DS0000034924.V366691.R01.S.doc Version 5.2 Page 13 The analgesia had in some instances been given to the resident twice, three and four times a day, this caused doubt as to whether this medication was prescribed as a regular medication to be taken four times a day or to be taken up to four times a day when required (PRN). The staff did not have the correct information available such as the dose, (the number of tablets, capsules or volume of liquid to be given), the frequency, (how often to take the dose and any special instructions, for example to be taken with food). Without this vital information the staff cannot be sure that each person will receive the right dose of the right medicine at the right time, as prescribed. This leaves room for errors such as people being given the incorrect dose and not receiving the correct dose. The concern over not having the correct information available on the medication administration records was taken seriously by the manager, and the senior team. During the visit the Dispensing Pharmacist was contacted to arrange for an urgent review of the medication records to ensure that detailed information on the prescribed dose, strength and frequency of medication is available for staff to follow. The annual quality assurance assessment (AQAA) stated that there was ‘robust procedures and recordings in place’ for recording incoming, administration and disposal of medication and that these procedures are regularly audited by the home and by the supplier. However the lack of information with regards to the dosage instructions for prescribed medications was not an area that had been identified in the audits. Within the AQAA the home had identified as an area for improvement the opportunity for more people to be supported in taking responsibility for the self-administration of their prescribed medications. Also identified, as an area for improvement was to extend medication training to all care staff. In discussion with visitors to the home they expressed great satisfaction with the care their relative received at the home, they said they were very pleased with the staff and were particularly pleased that they had recently received instruction on how to monitor blood sugar levels to manage their relative’s diabetes. During the period spent directly observing the care provided for people using the service the staff were seen to treat people as individuals with respect and courtesy. Relatives spoken with during the visit all expressed satisfaction with the services provided by the home, one visitor said that they were pleased that the staff had been instructed on how to monitor blood sugar levels, and were satisfied that their relative was in ‘good hands’ at the home. Cotswold House DS0000034924.V366691.R01.S.doc Version 5.2 Page 14 Relatives were asked via the satisfaction surveys whether they were kept informed with issues affecting their resident, and the comments received indicated that they were generally pleased with the communication with the home. Cotswold House DS0000034924.V366691.R01.S.doc Version 5.2 Page 15 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 & 15 Quality in this outcome area is good. People using the service are supported in making choices as to how they wish to live their lives. This judgement has been made using available evidence including a visit to this service. EVIDENCE: People using the service were seen to be engaged in normal day to day activities, treated as individuals with respect and dignity. Choice was offered and facilitated. One resident was observed to help with washing and drying up of the lunchtime crockery and cutlery. Staff were observed to chat with residents about news and current affairs, such as the latest fuel crisis, the weather and other day to day events. Over the lunchtime people were observed to be offered choice over what they would like for their meal, the staff paid particular attention to talking to Cotswold House DS0000034924.V366691.R01.S.doc Version 5.2 Page 16 residents about the types of vegetable on the menu, talking about growing their own vegetables, types of vegetables the taste etc. During the visit the people living at the home were observed to spend time within the communal areas and within their own private bedrooms. In discussion with people they confirmed that they are supported in pursuing their own interests. The group kitchen areas provide a facility to allow for flexibility in the provision of drinks and snacks, it was observed that drinks were readily available for the people using the service to access. In discussion with staff and visitors it was confirmed that the people using the service are encouraged to eat a balanced diet and drink plenty of fluids. Cotswold House DS0000034924.V366691.R01.S.doc Version 5.2 Page 17 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 & 18 Quality in this outcome area is good. People using the service can be assured that any concerns they may have will be listened to and acted upon. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Within the front entrance of the home the homes statement of purpose and service users guides were available and these had the contact details of the Commission for Social Care Inspection available. So that complainants can take their concerns directly to the registered provider the statement of purpose and service user guides would benefit from the contact details of Northamptonshire County Council being available. Relatives spoken with during the visit confirmed that they were pleased with the care provided at the home, and said that if they had any concerns about the care or service provided, they would feel comfortable discussing these with the Manager and confident that there concerns would be addressed. One concern had come to the attention of CSCI since the last inspection visit and the registered provider had conducted an investigation into the concern, which was dealt with appropriately. Cotswold House DS0000034924.V366691.R01.S.doc Version 5.2 Page 18 There was information available within the front entrance in large print and audio formats on recognising and responding to abuse. The information provided within the AQAA indicated that the home thought they could adopt a more positive attitude to complaints in an endeavour to use them as a way of improving the services offered to the residents. The safeguarding adults policy was available in a CD format, and senior staff had been receiving training in the Mental Capacity Act, and there were plans to roll out this training to all care staff. In discussion with the care staff on duty they demonstrated that they have a good understanding of the importance of ensuring that people living at the home are protected from abuse and had an awareness of the basic reporting procedures. Within the staff training records viewed there was records available to evidence that staff had received training on recognising different types of abuse and on the safeguarding adults policy and procedures. Cotswold House DS0000034924.V366691.R01.S.doc Version 5.2 Page 19 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, 21 & 26 Quality in this outcome area is good. People using the service are provided with a clean pleasant environment. This judgement has been made using available evidence including a visit to this service. EVIDENCE: A limited tour of the building was conducted to include communal areas, the kitchen and laundry facilities, bathrooms and WC’s and resident’s bedrooms. The communal areas were clean and homely, the furnishings were in good order and there was a mix of seating available, the kitchen and laundry areas were clean and well maintained and staff the working in these areas were seen to observe good food hygiene standards and to wear protective clothing. Cotswold House DS0000034924.V366691.R01.S.doc Version 5.2 Page 20 Individual bedrooms viewed were personalised with small items of furniture, ornaments, pictures and personal equipment. The bathrooms and WC’s were clean, and there was equipment available to reduce the risk of cross infection. In discussion with the manager it was confirmed that two of the domestic dishwashers within the small kitchenettes were out of order and awaiting replacement, that new corridor carpets were on order and linoleum flooring to be fitted to the dining area of one of the lounge/diners. Redecoration work had taken place within some of the communal areas of the home. Cotswold House DS0000034924.V366691.R01.S.doc Version 5.2 Page 21 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 & 30 Quality in this outcome area is good. The staff have the skills and experience to provide good quality care for the people using the service. This judgement has been made using available evidence including a visit to this service. EVIDENCE: On the day of the inspection visit there was sufficient staff on duty to care for the people using the service. The recruitment files of two staff were viewed and documentation was available to demonstrate that pre employment checks had been carried out on the staff prior to taking up employment at the home. These included checks being carried out through the criminal records bureau (CRB). There was evidence of references having been obtained for each member of staff prior to staff taking up employment. Within the annual quality assurance (AQAA) information supplied from the provider there was information on the training provided for staff employed at the home, which includes induction training that covers moving and handling, fire awareness, infection control, first aid, medication and dementia care training. Cotswold House DS0000034924.V366691.R01.S.doc Version 5.2 Page 22 In discussion with the staff on duty they expressed satisfaction at working at the home. Cotswold House DS0000034924.V366691.R01.S.doc Version 5.2 Page 23 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 & 38 Quality in this outcome area is good. The home is run in the best interests of the residents, and systems are in place To promote their health, safety and welfare. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The registered Manager was not available at the home due to taking up a temporary position within the Council. In the interim a manager has been appointed to ensure that the home continues to be effectively managed and her direct line manager supports her. From observation and discussion with the interim manager she demonstrated a Cotswold House DS0000034924.V366691.R01.S.doc Version 5.2 Page 24 good understanding of the needs of the people using the service, and was knowledgeable of their individual needs. The feedback from one relative’s satisfaction survey indicated that the management arrangements of the home could have been better communicated with residents and their relatives. One comment received was ‘there has been a change of managers recently and no one was notified. I think it would have been common courtesy to have informed the residents and the relatives of this change. We were notified eventually within the monthly newsletter’. Other comments received from the relatives satisfaction surveys in relation to staffing were, ‘There is always seems to be a lack of staff on the actual care side, those that are on duty are rushed off their feet, so cannot spend the time they would like with the residents. Agency staff are alright, but their care seems off hand’, ‘there are not enough carers mostly at weekends’, ‘the carers have always given my mother TLC especially recently when she is so poorly, the residents have good food and entertainment’. Quality assurance systems are in place, to include the distribution of questionnaires to people using the service and their families, this provides a formal opportunity them to have their say on how the home can continue to improve on the service provided. The homes Annual Quality Assurance Assessment (AQAA) was submitted to CSCI and provided a self-assessment of the services provided by the home in which areas for further improvement had been identified. Cotswold House DS0000034924.V366691.R01.S.doc Version 5.2 Page 25 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 4 X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 2 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 4 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X 3 X X X X 3 STAFFING Standard No Score 27 X 28 X 29 X 30 X MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 X X 3 Cotswold House DS0000034924.V366691.R01.S.doc Version 5.2 Page 26 Are there any outstanding requirements from the last inspection? No 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 OP8 Regulation 13 (2) Requirement Information on the prescribed dose of medication must be available on the medication administration records. This will ensure that people using the service are given the correct medication. Timescale for action 31/07/08 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 Refer to Standard OP16 Good Practice Recommendations The contact details of the registered provider Northamptonshire County Council should be available within the complaints procedure. This will ensure that complaints are brought fully to the registered providers attention. Records on the health, safety and welfare of people using the service should be consistent with the information contained within the care plans. This will ensure that information is clear and provide an effective audit tool. People using the service and their relatives should be fully DS0000034924.V366691.R01.S.doc Version 5.2 Page 27 2 OP37 3 OP32 Cotswold House 4 OP27 consulted in good time about any changes to the service that directly affects them. Based upon information received via the relatives satisfaction surveys the staffing levels at weekends should be closely monitored. To ensure the needs of the people using the service are met at all times. Cotswold House DS0000034924.V366691.R01.S.doc Version 5.2 Page 28 Commission for Social Care Inspection Eastern Region Commission for Social Care Inspection Eastern Regional Contact Team CPC1, Capital Park Fulbourn Cambridge, CB21 5XE 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 Cotswold House DS0000034924.V366691.R01.S.doc Version 5.2 Page 29 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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