Inspection on 15/05/06 for Dehnlea Rose

This inspection was carried out on 15th May 2006.

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

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

Other inspections for this house

Dehnlea Rose 18/04/05

Dehnlea Rose 18/11/04

Dehnlea Rose 23/06/04

Similar services:

Thorndene

Insight - Eastchurch

Southfields

Magenta

Seabourne House

33 St John`s Church Road

Dovedale Court

Lyncol House

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

CARE HOMES FOR OLDER PEOPLE Dehnlea Rose Dehnlea Rose Lambly Hill Virginia Water Surrey GU25 4BF Lead Inspector Sandra Holland Unannounced Inspection 15th May 2006 10:15 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 Dehnlea Rose DS0000013624.V295471.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. Dehnlea Rose DS0000013624.V295471.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Dehnlea Rose Address Dehnlea Rose Lambly Hill Virginia Water Surrey GU25 4BF 01344 843221 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) Welmede Housing Association Ltd Mrs Bibi Humeanee Jehangeer Care Home 6 Category(ies) of Learning disability (1), Learning disability over registration, with number 65 years of age (5), Mental Disorder, excluding of places learning disability or dementia - over 65 years of age (1), Physical disability (1), Physical disability over 65 years of age (1) Dehnlea Rose DS0000013624.V295471.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. 5 Service users within the category LD(E), one of whom may also be in the categories PD(E) & MD(E). One service user may be in the categories LD & PD The age/age range of the persons to be accommodated will be: 58 TO OVER 65 YEARS OF AGE 22nd September 2005 Date of last inspection Brief Description of the Service: Dehnlea Rose is a large detached bungalow located in the village of Virginia Water and was purpose built to accommodate up to six older adults with physical and learning disabilities. All service users have single bedrooms and the use of a communal lounge / dining room which has access to the garden. There is a large enclosed rear garden on two levels and car parking is available to the front of the property. The service is owned and run by Welmede Housing Association and the staff team are employed by the North Surrey Primary Care Trust (NSPCT). Dehnlea Rose DS0000013624.V295471.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced inspection was the first to be carried out in the Commission for Social Care Inspection (CSCI) year, April 2006 to June 2007. As the inspection was unannounced, no-one at the home new it was to take place. Mrs Sandra Holland, Lead Inspector for the service carried out the inspection over six and a half hours. Mr Raffic Domah was present representing the service and Mrs Hume Jehangeer, Registered Manager arrived later. A number of records and documents were examined including resident’s individual plans, medication administration record (MAR) charts, staff files and some health and safety records (but not all). Most areas of the home and garden were seen. All six of the residents were met with and three visitors and five members of staff were spoken with. A pre-inspection questionnaire was supplied to the home and this was completed and returned. Some of the information supplied has been used and will be referred to in this report. The people that live at the home prefer to be known as residents and that is the term that will be used throughout the report. As the inspector does not share the communication methods of some residents at the home, the inspector observed their body language and facial expressions to assess their response. This was a positive inspection and the inspector would like to thank the residents, manager and staff and for their assistance and hospitality during the inspection. What the service does well: Residents spoken to were cheerful and happy and appreciative of the support they receive. Residents appeared well cared for and very well presented. Dehnlea Rose DS0000013624.V295471.R01.S.doc Version 5.2 Page 6 The home is attractively decorated and furnished in a homely and comfortable way, which gives no hint of the high support needs of some residents. Staff provide a high level of individual support to residents with complex needs. What has improved since the last inspection? What they could do better: Assessments of any risks to residents must be updated and kept up to date, to ensure staff are aware of these. The procedure of informing residents’ representatives when a resident moves, should be reviewed. Resident’ representatives should be provided with a copy of the complaints procedure. The provision of air conditioning or other equipment should be considered to prevent residents being affected by the heat in hot weather. The standard of recruitment practices must be stronger to fully protect residents. Persons must not be employed until all the required records and documents have been obtained. In the event that a conviction or caution is found on the Criminal Record Bureau (CRB) disclosure, an assessment of any potential risks to residents, staff or the service must be carried out. Dehnlea Rose DS0000013624.V295471.R01.S.doc Version 5.2 Page 7 Any surveys of the quality of the service provided must be supplied to resident’s’ representatives and should be extended to all those involved in the support of residents. 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. Dehnlea Rose DS0000013624.V295471.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 Dehnlea Rose DS0000013624.V295471.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 3, 5 and 6. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Pre-admission assessments are carried out for new residents. Intermediate care is not provided at the home. EVIDENCE: From the individual plans, it was clear that the needs of residents have been assessed before they moved into the home, although all of the residents have lived in Welmede services for many years. As residents are supported by care management, community care assessments have been carried out and copies of the assessments have been provided to the home. Staff advised that three residents have moved into the home since the last inspection from another Welmede home that has closed. The staff initially went to meet the residents at their previous home and residents then came to Dehnlea Rose for a number of visits, which gradually increased in length. This was to ensure that the resident’s needs could be met, and to enable them to Dehnlea Rose DS0000013624.V295471.R01.S.doc Version 5.2 Page 10 meet and get to know the other residents and staff. Staff from the residents’ previous home came to work at Dehnlea Rose when the residents moved, to ensure that all staff were aware of the residents’ individual needs and would understand their communication methods. Visitors to the home and staff stated that the moves had been carried out very smoothly and it was evident that the new residents had settled in and seemed very much “at home”. The manager stated that intermediate care is not provided at the home. Dehnlea Rose DS0000013624.V295471.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 and 10. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Improvements have been made to the information recorded in most but not all of the residents’ individual plans. Residents’ healthcare needs are well met. Medication appears to be administered satisfactorily. EVIDENCE: An individual plan is drawn up for each resident to guide staff to the needs of residents. A requirement was made at the last inspection that these must be kept under review and that the resident must be involved in the review. This has been partially met. The individual plans seen had a comprehensive range of information which was laid out in an easily accessible way and had been reviewed. Assessments of risks to residents are included in the individual plans and for one resident it was noted that these needed to be updated. A handwritten note was placed inside the front page of the individual plan to state this. It is essential that any risks to residents are assessed and that these are kept up to Dehnlea Rose DS0000013624.V295471.R01.S.doc Version 5.2 Page 12 date. This is to ensure that staff are aware of risks to residents and any actions which need to be taken in order to safeguard them. From the records seen and speaking to staff it is clear that residents’ healthcare needs are well met. The involvement of various health care professionals was clearly recorded in the care plans, including district nurses, general practitioners (GP’s), dieticians, opticians and occupational therapists. The manager stated that service users go out to dental and chiropody treatments appointments. A GP visited the home during the inspection and stated that the residents are very well cared for and that appropriate and timely referrals are made. The only concern expressed by the GP, was that some individual residents are admitted to Dehnlea Rose with high dependency levels, which he feels is not appropriate given that nursing care is not provided. Medication administration records and storage facilities were examined and appear to be managed appropriately. Two medication incidents have been notified to CSCI since the last inspection and all appropriate actions have been taken. Staff were seen to interact with service users in a relaxed but appropriate way and to treat them with dignity and respect. Personal support was observed to be given discreetly and in a manner that promoted the privacy of residents. A requirement has been made regarding Standard 7. Dehnlea Rose DS0000013624.V295471.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 and 15. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents enjoy a range of activities and attend a variety of local community facilities. All service users are assisted to maintain contact with their friends or family and are supported to exercise their own choices. EVIDENCE: Residents spoken to told of their enjoyment of a number of activities. Two residents attended a music therapy session on the morning of the inspection and said they thoroughly enjoyed the singing there. Residents confirmed that friends and family are welcomed in the home and two visitors were making their first visit on the day on inspection, to see their relative who had moved to the home a few months ago. They were pleased to see that he had settled into his new surroundings and was at ease with staff and other residents. The visitors stated that they had been advised in advance that their relative was going to move home, but had not been kept informed when the move Dehnlea Rose DS0000013624.V295471.R01.S.doc Version 5.2 Page 14 actually took place. They consequently had difficulty locating him to send his Christmas gifts. The manager stated that it had been agreed that Welmede would inform the residents’ next of kin and it is strongly recommended that the procedure in relation to this is clarified. It was pleasing that arrangements have been made for one resident to go swimming on a weekly basis. This is the preferred activity of this resident who has limited opportunities for other activities due to his individual needs. This was a requirement made at the last inspection and has been met. Where residents are able, they accompany staff on shopping trips to help make selections or just to enjoy the ride in the house vehicle. Staff advised that residents are encouraged and supported to express their views and choices, for outings or holidays for example. Staff advised that the residents who have recently moved in were supported by an advocate during the planning and carrying out of the move, and one resident has received further advocacy support since his arrival. From the menu supplied with the pre-inspection information, it is clear that residents are offered a well-balanced and varied diet. Residents were seen having their lunch-time meal and were clearly enjoying it. Those residents requiring assistance were helped in a sensitive and discreet manner. A recommendation has been made regarding Standard 13. Dehnlea Rose DS0000013624.V295471.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 inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. A complaints procedure is available. Staff are aware of their responsibilities in the protection of residents. EVIDENCE: The complaints procedure is available in a written and a picture format to meet the needs of residents. Service users spoken to confirmed that they knew how to make a complaint and who they should speak to if they were worried in any way. Some residents are not able to make a complaint verbally due to their communication difficulties. Staff spoken to said that they observe the body language and facial expressions of these residents and would recognise if they were unhappy. Although the visitors to the home said they had not been made aware of the complaints procedure, they said they would speak to the person in charge and would not hesitate to find out how to complain if they were concerned in any way. It is recommended that the families or representatives of residents are informed of the home’s complaints procedure. Staff stated that they would advise the manager if they had any concerns of abuse or suspicions of abuse, of residents. They said they are aware of the whistle-blowing policy and had attended training for the protection of vulnerable adults. Dehnlea Rose DS0000013624.V295471.R01.S.doc Version 5.2 Page 16 The recruitment checking and vetting of potential staff needs to be more robust to fully safeguard residents, as referred to at Standard 29. A recommendation has been made regarding Standard 16. Dehnlea Rose DS0000013624.V295471.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 19, 22, 24, 25 and 26. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home is decorated in a bright and colourful style and furnished to provide a comfortable environment for those living there. EVIDENCE: The standard of the environment is good, providing service users with a welcoming, attractive and homely place to live. The gardens of the home were well maintained, with a selection of plants and shrubs and garden furniture. Specialist equipment that is required has been obtained and some of these items were seen in use. It is pleasing that any specialist equipment required is obtained promptly for the benefit of residents, and is used and stored sensitively. It is not generally evident around the home and this ensures that the high dependency of some of the residents is not obvious. Dehnlea Rose DS0000013624.V295471.R01.S.doc Version 5.2 Page 18 Standards of hygiene at the home are good. Hand-washing facilities are appropriately placed and the laundry is situated conveniently near the bedroom and bathroom areas of the home. All areas of the home were clean, fresh and well aired. Fans are available in the lounge and dining area of the home, but staff advised that these do not adequately control the temperature in hot weather. It is recommended that consideration be given to the use of air conditioning or other equipment to ensure that residents are not adversely affected during hot weather. Resident ’s bedrooms have been personalised with pictures, photographs and other items and a service user willingly showed me his room. Staff advised that residents who had moved in more recently, were supported to have their belongings placed as they wished them to be. A recommendation has been made regarding Standard 25. Dehnlea Rose DS0000013624.V295471.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 and 30. Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. A team of staff are employed to meet the needs of residents. The standard of recruitment practices must be more robust to fully protect residents. EVIDENCE: Staff stated that they carry out and share all roles within the home, including personal care, shopping, cooking, laundry and domestic tasks. Residents are supported to assist with tasks as they are able and if they wish to. Staff also support residents with transport to and from activities and appointments. From the information provided in the pre-inspection questionnaire, it was noted that four staff have achieved a National Vocational Qualification (NVQ) in care at Level 2 or above and two staff are undertaking this. One member of staff is currently undertaking NVQ Level 3 in care. The home has achieved the target of having at least 50 of staff qualified to NVQ Level 2 or above. It was also noted that only one member of staff, the deputy manager, has left the home since the last inspection. The manager advised that the deputy had retired. The Human Resources (HR) department of the NSPCT carry out recruitment of staff in conjunction with the manager, but the lines of responsibility are not clear. The registered manager must however, ensure that all recruitment Dehnlea Rose DS0000013624.V295471.R01.S.doc Version 5.2 Page 20 checks have been carried out before a person is permitted to work in the home. Staff records and documents were examined and three shortfalls were noted which could put residents at risk. It was not clear from the records held, if Criminal Record Bureau (CRB) clearances had been obtained for all staff. For two members of staff, no CRB number was available and there was disagreement between the HR department and the manager as to whether a CRB form had ever been completed for one of these. Both of these staff had been permitted to work alone at night. Although a second member of staff remains on the premises overnight, they are on sleeping-in duty only. For one member of staff only one reference was held on file and for another, two references had been obtained, but these were both from previous colleagues and not from the employer, as is required. As the previous employment was in a care home, the requirements of Schedule 2 of The Care Homes Regulations in relation to references must be met. In the event that a conviction or caution is identified on a CRB disclosure, it is required that a risk assessment is carried out. This is essential to assess the level of any risk to residents, staff or the service. If a person with a conviction is employed, it is recommended as good practice, that a record is kept of the reasons for the decision and the person or people involved in the decision. Staff advised that they undertake training that is required by law, such as fire safety, food hygiene and first aid and other training to develop their knowledge and skills, such as NVQ’s. The manager stated that staff training needs are discussed at supervision meetings and mandatory training is organised by the NSPCT. Two requirements have been made regarding Standard 29. Dehnlea Rose DS0000013624.V295471.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35 and 38. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. There is an open and inclusive management style in the home. Residents’ finances are safeguarded. The health and safety of residents is promoted. EVIDENCE: The manager has developed an open style of management and was seen to interact with residents, staff and visitors in a friendly but professional manner. Staff in the home were able to support the inspection process and provide the required information during the initial absence of the manager. A requirement was made at the last inspection that an effective system of reviewing the quality of the service offered must be developed and this has been partially met. A resident satisfaction survey was carried out at the end of Dehnlea Rose DS0000013624.V295471.R01.S.doc Version 5.2 Page 22 2006, and those residents who were able, were supported to complete this. The manager stated that for some residents, it was not possible to obtain their views due to the limitations of their communication. To fully assess the quality of the service offered, the representatives of residents must be included in the survey or review system, as required. It is also good practice to include others involved in the support of residents, such as community nurses, GP’s, advocates and day service staff. The summary of any survey must be supplied to CSCI and a copy made available to residents. The amount of monies held for safekeeping on behalf of residents, was checked with the records held and these accurately matched. Staff advised that this is checked at the changeover of each staff shift and recorded. A number of records (but not all), in relation to health and safety in the home were checked. These were carried out to the required frequencies and were within the required ranges. A requirement and a recommendation have been made in regarding Standard 33. Dehnlea Rose DS0000013624.V295471.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 3 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 3 13 2 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 2 17 x 18 3 3 x x 3 3 x 2 3 STAFFING Standard No Score 27 3 28 3 29 2 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 x 2 x 3 x x 3 Dehnlea Rose DS0000013624.V295471.R01.S.doc Version 5.2 Page 24 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 OP7 Regulation 13 (4) (c) Requirement Unnecessary risks to the health or safety of residents must be identified and so far as possible eliminated. Risk assessments must be drawn up and kept up to date for any known or identified risks. A person must not be employed to work at the care home unless all the records and documents specified in Schedule 2 of The Care Homes Regulations, have been obtained in respect of that person. In the event that a member of staff or an applicant for employment is found to have a conviction or caution on their CRB disclosure, a risk assessment must be carried out in respect of that person. Surveys or reviews of the quality of the service provided must include consultation with residents’ representatives. Timescale for action 12/06/06 2 OP29 19 & Schedule 2 15/05/06 3 OP29 19 & Schedule 4 15/05/06 4 OP33 24 14/08/06 Dehnlea Rose DS0000013624.V295471.R01.S.doc Version 5.2 Page 25 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 Refer to Standard OP13 OP16 OP25 OP33 Good Practice Recommendations It is recommended that the procedure for informing a resident’s representative when the resident moves home is reviewed. It is recommended that residents’ representatives are provided with a copy of the complaints procedure. It is recommended that consideration is given to the provision of air conditioning or other equipment to control the temperature within the home. It is good practice to extend any surveys of the quality of the service provided, to all those involved in the support of residents. Dehnlea Rose DS0000013624.V295471.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Surrey Area Office The Wharf Abbey Mill Business Park Eashing Surrey GU7 2QN National Enquiry Line: 0845 015 0120 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 Dehnlea Rose DS0000013624.V295471.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. 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