Inspection on 08/05/07 for Cranlea

This inspection was carried out on 8th May 2007.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Good. The way we rate inspection reports is consistent for all houses, though please be aware that this may be different from an official CSCI judgement.

The inspector found there to be outstanding requirements from the previous inspection report but made no statutory requirements on the home.

Other inspections for this house

Cranlea 18/10/05

Cranlea 10/05/05

Cranlea 06/09/04

Cranlea 26/04/04

Similar services:

Turret Villa Retirement Home

Moor House

Mendip House

Beaconsfield Court Care Home

Little Sisters Of The Poor

Manor House

Middleton Hall Ltd

Middlesbrough Intermediate Care Centre

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

CARE HOMES FOR OLDER PEOPLE Cranlea 1 Kingston Park Avenue Newcastle Upon Tyne Tyne & Wear NE3 2HB Lead Inspector Jackie Burke Key Unannounced Inspection 09:30 8th & 18th May 2007 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 Cranlea DS0000000439.V335088.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. Cranlea DS0000000439.V335088.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Cranlea Address 1 Kingston Park Avenue Newcastle Upon Tyne Tyne & Wear NE3 2HB 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) 0191 271 6278 0191 286 9670 sharon.blackwell@anchor.org Anchor Trust Vacant Care Home 39 Category(ies) of Old age, not falling within any other category registration, with number (39) of places Cranlea DS0000000439.V335088.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 13th September 2006 Brief Description of the Service: Cranlea was purpose built in 1987 as a residential care home. The care home provides en suite single accommodation for 39 older people over two floors. There is a large lounge, conservatory and dining room on the ground floor. There are a number of quiet seating areas, an additional lounge and two dining rooms on the first floor. In addition Cranlea offers a small library, a telephone kiosk and hairdressing facilities for residents. There are communal toilets located on each floor and residents may use four bathrooms two of which have assisted bathing. Cranlea is in Kingston Park to the north of Newcastle with access to local shops, churches, a GP surgery and public transport. Cranlea does not provide nursing care. Fees range from £373 to £451 per week. The home provides some information about the service through the service users guide. A copy of the last inspection report written by the Commission for Social Care Inspection is available. This is to enable prospective service users to make a decision about moving to Cranlea. Cranlea DS0000000439.V335088.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This is a report of an unannounced key inspection, which took place over two days on the 8 May 2007 and the 18 May 2007. The acting manager completed a pre- inspection questionnaire and submitted it to the Commission for Social Care Inspection. This key inspection took 8 hours. Time was spent talking to the acting manager and with service users visitors and staff. Care plans, accident records, medication records and daily records were looked at during this inspection and this was linked to observations and discussions with service users. Staff files and training records were looked at to ensure that recruitment and employment practice follows policies, which are in place to safeguard service users. What the service does well: What has improved since the last inspection? Anchor has introduced a new system of care planning and recording which has been prioritised by the area manager for use in Cranlea. Staff are currently being trained in the use of this assessment and planning tool and specific staff have been designated to undertake the task of improving care plans. An acting manager has been managing the service and a new manager has been appointed. Staff meetings are planned to ensure that all staff are aware of care planning changes and changes in care practice within Cranlea. Cranlea DS0000000439.V335088.R01.S.doc Version 5.2 Page 6 What they could do better: An internal investigation within Anchor has found that care management within Cranlea has been unsatisfactory. This has led to some staffing changes and to a retraining programme for some staff members. The changes which are being made to care planning within Cranlea reflect the increasing needs of service users within the home. All service users needs within Cranlea are to be fully assessed and changes in registration of the service should be considered to reflect the increasing dementia care needs of service users. Staffing levels are good within the service however the increasing dependency of service users means that staff have less time available to work effectively with service users. The medication ordering system should be reviewed to allow for sufficient stocks of medication to be ordered for named individuals. Constructive time with service users has failed to improve the range and quality of activities available for residents at Cranlea. A designated activities coordinator should be appointed and work undertaken to develop and organise a wide range of suitable activities to engage service users. Choices are limited for residents within the home and more work needs to be done to improve choice for service users in all aspects of their daily lives at Cranlea. The complaints policy should be reviewed and staff made aware that complaints should be taken seriously and acted upon. Training records should be audited and mandatory training updates managed effectively within Cranlea. The culture within Cranlea has not always held the needs of service users as a priority. Service users should be at the centre of the service and management and staff must work together to put the needs of service users at the forefront of the service they provide. Formal supervision should be provided to staff approximately every 8 weeks and written records made which identify practice issues, staffing issues, training needs and to enable professional development to take place. Care planning changes and improvements in communication are underway at Cranlea and the new manager must work hard to ensure that consistency is maintained and improvements sustained within the service. The manager has previously been registered with CSCI as manager of another service in the region and should register as manager for Cranlea as soon as possible. Cranlea DS0000000439.V335088.R01.S.doc Version 5.2 Page 7 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. Cranlea DS0000000439.V335088.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 Cranlea DS0000000439.V335088.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 3 Quality in this outcome area is adequate. The needs of service users have not been fully assessed before moving into Cranlea consequently this has led to an inability to fully meet the needs of service users. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Three care plans were looked at during the first inspection visit. A further file was looked at during the second inspection visit. Care files are in the process of improvement within all Anchor Trust homes and Cranlea systems have been targeted as a priority. Files contain some information relating to assessment however in the case of two files the assessment documents lacked comprehensive information. One person has been admitted following emergency respite with no information Cranlea DS0000000439.V335088.R01.S.doc Version 5.2 Page 10 regarding needs assessment. One person was admitted following involvement with another service. The files for each of these people have been subject to the new system of care planning and consequently contain information which shows that each individual has behaviour issues & dementia and yet care plans are not in place from admission which reflect the needs of each person and how those needs will be addressed. Both individuals are socially isolated and this has not been recognised within care files. New systems within Anchor include comprehensive needs assessment and work is underway by staff within the home following the guidance of the Anchor Regional Care Adviser. Considerable work is required however to address gaps in assessment documents & information. A sample of four care files was looked at during this inspection and each of these files showed service users with dementia care needs. This reflects the need to change registration at Cranlea to accurately reflect the needs of service users. Cranlea DS0000000439.V335088.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. Care plans are being improved so that the needs of people who use services are set out in a plan of care and that staff have the information they need to provide for their health and social care needs. There is a policy for dealing with medication, which safeguards service users and people are treated with respect and their privacy is safeguarded. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Four care files were looked at during this inspection. Care plans are currently being improved at Cranlea and it was acknowledged by staff and management that there were significant gaps in information in the previous care plans. The new format has more depth and a greater amount of relevant information. Care plans now include a copy of the complaints procedure to empower residents and their relatives. Care plans also include a personal history and social profile which gives a greater amount of relevant information to enable Cranlea DS0000000439.V335088.R01.S.doc Version 5.2 Page 12 staff to work more effectively with the individual. Staff spoken to said that they had learned more about service users since working on the new format care plans and could understand why individuals displayed specific behaviours. This has enabled staff to develop strategies to work more effectively with those people. Care plan work being done incorporates the reassessment of needs and includes a greater range of relevant information. Files looked at require photographs of service users & completion of some information but do include comprehensive care plans covering aspects of daily living. Care files looked at included meals and social interraction, dressing, bathing, oral hygiene, toiletting, bedtime routines, activities and pastimes. Health care needs for service users are currently met by referral to GP, input from the District Nursing Team, optician & chiropody visits; the need for this is now identified within evaluations and daily records. A comprehensive falls assessment is in the process of completion for each service user. Comprehensive risk assessments are built into the new care planning system. There is a medication policy in place at Cranlea and an observation was made of the medication round during this inspection. The policy was followed by the staff member administering medication. Staff responsible for the administration of medication have been provided with training to do so. Storage facilities are provided for stocks of medication and drugs and drugs trolley are kept in a securely locked area. Medication Administration Records were completed in compliance with the policy and staff showed that they were aware of the policy and that service users had the right to exercise choice. Care plans contain a medication administration agreement for service users to sign which confirms whether they administer medication independently or if staff administer medication. Files are currently incomplete and signatures are required in this section. Discussion with the senior care worker administering medication confirmed that the majority of service users require support for medication however some individuals will take responsibility for creams & ointments. Paracetamol was not available for one service user as his stock had run out. An audit of controlled drugs was undertaken and found to be satisfactory. Respect & dignity towards residents was observed during this inspection. Personal care tasks were observed to be carried out in privacy and staff were observed to knock on individuals doors before entering and to speak to people by their chosen name. Care plans include information as to how to address individual preferences and likes and dislikes. Cranlea DS0000000439.V335088.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 & 15. Quality in this outcome area is adequate Cranlea provides a limited standard and variety of activities, which means that the environment lacks stimulation for people who live there. Links with families, friends and the community are encouraged and people are able to exercise some choice in their lives. Cranlea provides a balanced diet and meal routines are provided flexibly wherever possible. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Staff have been given “constructive time” to work with service users on a one to one basis however in reality the practical care needs of people conflict and this time is seldom available. There are few structured activities available in the home and people spend time in their rooms or in the lounge watching television. Care files examined contain information regarding likes and dislikes and preferences that people have for activities and pastimes. I spoke with residents who said that there was not much going on at Cranlea. One lady said that she liked to come to the lounge and to read her book there. Cranlea DS0000000439.V335088.R01.S.doc Version 5.2 Page 14 One relative said that her mother was really happy when given the opportunity to have a social evening however this did not happen very often. Bingo is provided three times per week but her mother is unable to join in as she has dementia & even if she had not she really dislikes bingo. One relative said that her mother did “enjoy bingo which was just as well”. During the first day of inspection a game of dominoes was initiated by staff in the lounge during a quiet period Visitors were observed during inspection to come and go freely and people spoken to confirmed that they were made welcome at Cranlea. The front door is locked and entry is via an intercom for security reasons. People are limited in choice and decision making within Cranlea The area manager and manager are considering ways to encourage choice and decision making for people living in Cranlea and have asked for some input from residents as to the choice of flooring in the lounge and hope to encourage their involvement in choosing the design of staff uniforms. The kitchen is managed on a rota basis by catering staff within the Anchor group and a permanent chef has yet to be appointed. Menu planning is not specifically tied to individual care needs however improvements in care plan information may allow for this to be developed when staffing in the kitchen is stabilised. Work should be done to link up dietary care needs more effectively between care & kitchen staff. Meals are of an acceptable standard within Cranlea. The menu includes hot tea options and soup is provided. Special diets may be catered for at Cranlea and currently provision is made for people with diabetic dietary needs. Fresh chilled juice is provided in each dining room and flavours are changed regularly. On the first day of inspectiona hot meal was provided at lunchtime which included vegetable soup with a choice of sausage & mash or beef stew, carrots, green beans and dessert was rice pudding or yoghurt. Residents spoken to said that they thought the food at Cranlea was nice. Cranlea DS0000000439.V335088.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 & 18 Quality in this outcome area is adequate. There is a complaints policy in place however this has not been dealt with effectively and residents have not been fully safeguarded. This judgement has been made using available evidence including a visit to this service. EVIDENCE: New care files include information regarding the complaints policy & procedures. Complaints records contain a complaint made by a relative, which was not initially dealt with effectively by the manager at Cranlea. This complaint has subsequently led to an internal investigation within Cranlea and staffing changes within the home. There have been two further complaints regarding the lift and failure to escort a service users to a hospital appointment due to staff sickness both of which have been dealt with satisfactorily and have followed the complaints procedure. Thank you cards and a complimentary letter from a visiting professional have been included in complaints records. Two resident spoken to said they would speak to a family member if they had a complaint, one person said that she would talk to the manager but was not Cranlea DS0000000439.V335088.R01.S.doc Version 5.2 Page 16 sure who that was. Relatives spoken to said that they would discuss complaints and concerns with the manager. The Anchor Complaints Procedure is included in the generic Statement of Purpose. Four staff files were looked at during this inspection and recruitment policies and procedures have been followed. All staff have had training in the Protection of Vulnerable Adults. Cranlea DS0000000439.V335088.R01.S.doc Version 5.2 Page 17 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 Service users live in a home, which is comfortably furnished, safe and well maintained. There are sufficient bathrooms available and the home is clean, pleasant and hygienic. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The home has wide corridors and a lift between floors to allow people to move about freely. There are three dining rooms; two on the first floor and one on the ground floor. There is a communal open plan lounge on the ground floor where seating is arranged in clusters. The bathrooms are all now in working order and the shower room is no longer used for storage. Refurbishment plans are in place to improve one bathroom and one shower room over the next year. Cranlea DS0000000439.V335088.R01.S.doc Version 5.2 Page 18 The home is clean and odour free. However a relative spoken to said that she was concerned as her mothers room smelt strongly of urine. She had raised this with the manager who had assured her the carpet is cleaned regularly but she would like more done to improve her mother’s room. Residents spoken to said they liked their rooms and that they thought the home was a nice place to live in. One person regularly sits in the conservatory and another chooses to sit in the quiet sitting area in the first floor corridor. Cranlea DS0000000439.V335088.R01.S.doc Version 5.2 Page 19 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 adequate There are sufficient numbers of staff provided to meet the needs of service users. Staff training is required to ensure that all service users are in safe hands at all times. Recruitment policies and practices are in place to support and protect service users. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Nine staff were on duty at Cranlea during the first day of inspection which included six care staff. Two staff members had been designated to work on care plan changes. The acting manager was on leave during the first day of inspection and a senior member of the care team was acting as manager in his absence. Four staff files were looked at during this inspection and showed that recruitment policies and procedures were in place and had been followed to protect and safeguard service users. Criminal Record Bureau checks have been made for staff appointed since 2002 and written references are taken up for new employees. Staff files show that staff have been provided with induction training and are given the opportunity to engage in training however files show that there are some gaps in training and that mandatory updates have not Cranlea DS0000000439.V335088.R01.S.doc Version 5.2 Page 20 been managed effectively. All staff have attended Protection of Vulnerable Adults Training. The Area Manager intends to undertake a training audit at Cranlea to identify gaps in training, updates and has given assurances that these will be addressed acordingly. A great deal of work has taken place in Cranlea recently to improve the way that care planning is undertaken. Training and support has been introduced within the home from the regional care team to ensure consistency in the way that care plans are written and acted upon. Staff meetings are underway to ensure that all staff are aware of and understand the importance of service users within the culture of the home and that staff know and recognise issues relating to the protection of vulnerable adults. Discussion took place with staff over the two days of inspection and many staff spoken to were positive about recent staffing changes and recognised that morale had improved within the home and that changes in staffing and care planning had had a positive impact. The acting manager was appointed as manager of Cranlea during the period of inspection and recognises that a consistent approach is required within the home to improve communication, staff morale and to develop consistently good levels of care practice within Cranlea. Cranlea DS0000000439.V335088.R01.S.doc Version 5.2 Page 21 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 31,33,35,36 & 38. Quality in this outcome area is adequate People at Cranlea live in a home, which is managed by a person of good character, who is fit to be in charge. The service has not operated in the best interests of service users .The financial interests of service users are safeguarded. Staff are not appropriately supervised. The health safety and welfare of service users and staff are promoted and protected. This judgement has been made using available evidence including a visit to this service. Cranlea DS0000000439.V335088.R01.S.doc Version 5.2 Page 22 EVIDENCE: The majority of service users family members take responsibility for individual’s money. Where money is held on an individuals behalf records are maintained, receipts kept and money stored securely. Contractual arrangements are in place to safeguard the financial interests of residents. Four staff files were looked at during the inspection and show that regular supervision has not been provided for all staff and that this should be improved upon. Two staff files showed that supervision had been provided on an annual basis and in one case of a new employee appointed in 2006 one session had been recorded but had not been subsequently followed up. Cranlea has been subject to a safeguarding adults enquiry and has gone through a difficult period of adjustment following an internal investigation and subsequent staffing changes as a result of the outcome of that investigation. The morale of staff and the reputation of the service have undoubtedly been affected by this process and the challenge is for Cranlea and Anchor to learn from this experience and to develop a greater understanding of the needs of service users and to improve their response as a result. Care planning changes and improvements in staff communication are underway at Cranlea. The health and safety of service users has been compromised in the past due to poor care management practices however a great deal of work has been done recently to address these areas and to provide a framework of improvement within the home. Cranlea DS0000000439.V335088.R01.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 2 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 2 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 2 13 3 14 2 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 2 17 X 18 3 3 X 3 X X X X 3 STAFFING Standard No Score 27 3 28 2 29 3 30 2 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 2 X 3 2 3 3 Cranlea DS0000000439.V335088.R01.S.doc Version 5.2 Page 24 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 OP3 Regulation 14 (1) Timescale for action Service users should be admitted 01/08/07 on the basis of a full assessment of needs Care plans should be developed which reflect the assessed service users Interests should be stimulated by the provision of a range of activities, which suit individual needs preferences and capabilities. OUTSTANDING REQUIREMENT FROM 13/9/06 Service users should be enabled to make decisions in all aspects of their daily lives. Personal autonomy and choice should be maximised. OUTSTANDING REQUIREMENT FROM 13/9/06 Complaints should be dealt with promptly and effectively. 01/08/07 Requirement 2. OP7 15 (1) 3. OP12 16 (2) (m) (n) 01/08/07 4. OP14 12 (2) (3) 01/08/07 5. OP16 22 (3) 01/08/07 Cranlea DS0000000439.V335088.R01.S.doc Version 5.2 Page 25 6. OP28 OP30 18 (1) c Staff should receive 01/09/07 comprehensive training to enable them to work safely with service users. The manager needs to complete his registration with CSCI Effective quality assurance and monitoring systems should be introduced to seek the views of residents. Care staff should receive formal supervision 6 times per annum and written records should be kept. 01/09/07 01/10/07 6. 7. OP31 OP33 8 (2) (a) (b) 24 (1) 8. OP36 18 (2) 01/10/07 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. 2. Refer to Standard OP1 OP9 Good Practice Recommendations A change in registration should be considered to reflect the changing needs of service users. The medication ordering system should be reviewed to allow for sufficient stocks of medication to be ordered for named individuals. Cranlea DS0000000439.V335088.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Cramlington Area Office Northumbria House Manor Walks Cramlington Northumberland NE23 6UR 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 Cranlea DS0000000439.V335088.R01.S.doc Version 5.2 Page 27 - 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. 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