Inspection on 19/05/08 for Eden House III

This inspection was carried out on 19th May 2008.

CSCI found this care home to be providing an Adequate 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

Eden House III 26/10/05

Eden House III 25/04/05

Eden House III 14/09/04

Eden House III 15/07/04

Eden House III 24/02/04

Extracts from inspection reports are licensed from CQC, this page was updated on 27/09/2008.

CARE HOMES FOR OLDER PEOPLE Eden House III 38 Horspath Road Cowley Oxfordshire OX4 2QT Lead Inspector Delia Styles Unannounced Inspection 19th May 2008 14:30 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 Eden House III DS0000013168.V363574.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. Eden House III DS0000013168.V363574.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Eden House III Address 38 Horspath Road Cowley Oxfordshire OX4 2QT 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) 01865 439723 eden.house@ntlworld.com Mrs Marjorie Chungtuyco Mrs Marjorie Chungtuyco Care Home 3 Category(ies) of Old age, not falling within any other category registration, with number (3) of places Eden House III DS0000013168.V363574.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 6th September 2006 Brief Description of the Service: Eden House III is a small residential home registered to take three older residents. The home is privately owned and managed. It is a family run home with all family members having a role to play. The family own a second larger home a few doors away. The home is situated in a residential area on the outskirts of Oxford. Local amenities are available as is transport to Oxford and beyond. Accommodation is provided in single rooms. A stair lift is available to enable access to the first floor. Assistance with bathing can be provided using a lifting bath seat. One bedroom is available on the ground floor. There is also a sitting room, conservatory and kitchen at ground floor level. The kitchen is used for snacks and drinks with main meals being cooked and sent over from the main house. The home also uses the main house for its laundry requirements. The fee range for this service is £424 to £580 per week. Eden House III DS0000013168.V363574.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 one star. This means the people who use this service experience adequate quality outcomes. The overall quality (‘star’) rating is arrived at through a ‘rules based’ approach, with the emphasis on three sections of the report that look at the safety and management of the home: Health and Personal Care, Complaints and Protection, and Management and Administration. This inspection of the service was an unannounced ‘Key Inspection’. A key inspection is one in which the ‘key’ National Minimum Standards (NMS) – those standards that the Commission considers to be the most important to residents’ well-being, are assessed. The inspection took place on a Monday afternoon and lasted about 2 hours. In the morning the main home, Eden House, was visited. It was a thorough look at how well the service is doing. We were not able to use information about the service in the form of the homes Annual Quality Assurance Assessment (AQAA) because this was not received in time for including in this report. The AQAA is a self-assessment of how well the home feels they are meeting the standards of care for people living at the home. All registered homes and agencies must send us their AQAA each year. We also looked at any other information that we have received about Eden House since the last inspection. We asked the views of the people who use the service and other people seen during the inspection or who completed one of the questionnaires (surveys) that the Commission had provided. No surveys were received about Eden House III in time to include peoples’ views about this home in this report. The inspection visit also included a tour of the home, looking at a sample of residents’ care plans and records, medication records and talking to the manager of Eden House and the residents. This report summarises how well the home is meeting the NMS, through using the ‘Key Lines of Regulatory Assessment’ (KLORA). The KLORA sets out the sorts of evidence that best describes the standard - ‘excellent’, ‘good’, ‘adequate’ or ‘poor’ - of the care and facilities provided for people living at Eden House III. A judgement statement summarises each section (‘outcome group’) in the report. Eden House III DS0000013168.V363574.R01.S.doc Version 5.2 Page 6 We would like to thank the residents, the registered manager of Eden House, Mrs Rosario, and the ‘registered person’ Mrs Chungtuyco, and other family members and staff for their time and help during the inspection process. What the service does well: What has improved since the last inspection? What they could do better: The home must complete their Annual Quality Assurance Assessment (AQAA) and return it to us. It is a legal requirement for the home to complete the AQAA which should give us an accurate picture of how well the home is doing – managers should let us know about changes they have made, where they still need to make improvements and how they are going to do this. The home has recognised the need to employ more staff so that family/staff members can improve their work and domestic life balance, allow more time for staff to complete training and development courses and to spend with residents in ‘one to one’ social activities and outings. New staff members have been appointed and are due to start work in the home shortly. The systems for storage and records of administration and safe disposal of residents’ medicines in the home are good but we recommend that the home checks that the training provided by a local pharmacist for any homes staff Eden House III DS0000013168.V363574.R01.S.doc Version 5.2 Page 7 who are responsible for giving out medicines in the home, meets the recommended level set out by the pharmaceutical advisors to the Commission. This will show that the staff have been assessed as competent in the safe administration and storage of medicines and that any the risk of medication errors that could harm residents is unlikely. The proportion of staff with National Vocational Qualification (NVQ) Level 2 in Care should be increased in line with the expectation that at least 50 of care staff have a nationally recognised qualification relevant to their work and focused on improving outcomes for residents. The home should provide formal feedback as a result of its own ‘resident satisfaction’ surveys, so that people already living here, prospective residents and their families and other people in contact with the home know what it is like to live at Eden House III, and how the home acts on people’s suggestions about any improvements or changes. 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. Eden House III DS0000013168.V363574.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 Eden House III DS0000013168.V363574.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): 3. Standard 6 does not apply, because the home does not provide intermediate care. Quality in this outcome area is good. The home undertakes personalised needs assessment for prospective residents so that peoples’ diverse needs are identified and planned for before they move to the home. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The care records of the 3 people who live here were examined and found to have clear and detailed pre-admission assessments of the individuals’ care and support needs. The registered manager for Eden House described a careful process of assessment and admission to the home that includes information from the prospective resident, their family or representative, care managers, and other health care professionals. Eden House III DS0000013168.V363574.R01.S.doc Version 5.2 Page 10 Discussion with the manager and the written records showed that people’s assessed care needs are regularly reviewed and updated after their initial preadmission assessment to make sure that the home continues to suit them and that that the home can meet their care needs. One person had recently transferred from the main home nearby (Eden House) because their individual needs can be better met in the smaller home environment. The move had been discussed and agreed with the person and their family. Eden House III DS0000013168.V363574.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): 7. 8. 9 and 10 Quality in this outcome area is good. The support, health and personal care needs of the people who live here are well met. The planning and delivery of care is ‘person-centred’, ensuring each individual’s care needs is consistently provided for. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The care records, and care plans for the 3 residents who live here were looked at. The care plans are computer-generated and drawn up by the home manager. These are of a very good standard and set out in detail the individuals’ care and support needs. The managers are aware of the need for other members of the family/staff team to be involved and contribute to the care plans and intends for the two prospective (non-family) senior care assistants who are shortly to start employment will do this. The care plans give a good picture of each individual and their care needs, and how these are being met. Relatives are very much involved and kept informed of any changes. The GP and District Nurses support the staff in the care provision. The Community Psychiatric Nursing service has also been accessed Eden House III DS0000013168.V363574.R01.S.doc Version 5.2 Page 12 in the past and is readily available should it be required. Residents have also received physiotherapy when required. The home confirmed that they have excellent working relationships with the local GP surgery and the District Nursing service. The residents spoken to were limited in their conversation but gave clear indications of being well looked after, and happy to be living at Eden House III. The medication system – storage arrangements and a sample of resident’s Medication Administration Records (MAR) - within the home was examined and found to be in good order. The pharmacist dispenses each resident’s tablets in a ‘monitored dosage system (MDS)’ – a convenient form of packaging that lasts a week. The dispensing pharmacist makes regular visits to the home to ensure the systems are working well. None of the residents is able to administer their own medication due to their mental or physical disabilities. The registered manager for Eden House said that she and her mother and sister have had training from the pharmacist in safe administration of medicines. It was not clear whether the training meets the accredited standard required by the pharmacist advisors to the Commission and any staff member in a residential home that administers medication to residents must attain. The manager said she would check the CSCI website for the most recent guidance and would get confirmation from the pharmacist about the status of the training. The inspector observed staff assisting the residents in a kindly and respectful manner. All the residents have single room accommodation. Eden House III DS0000013168.V363574.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): 12, 13, 14 and 15 Quality in this outcome area is good. The range of activities within the home and community meet the needs of the people living here. The manager and staff have a good understanding of the various needs and abilities of residents and there are plans to further develop the ways in which people can be supported to participate in stimulating and motivating activities. Meals and mealtimes are an enjoyable social occasion for residents. Residents choose from a nourishing and well-balanced menu selection. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Each of the care plans examined clearly states what each person’s lifestyle has been in the past and what their wishes are now in relation to their lifestyle and interests. Activities appropriate to the needs of the residents are provided, and residents are encouraged to go on visits to the pub, and join in any local community activity. Residents spoken with were content with the ‘ad hoc’ activities that are arranged and watching programmes and films on the TV. The house has a pet cat that is much appreciated by the residents. Eden House III DS0000013168.V363574.R01.S.doc Version 5.2 Page 14 One of the current residents likes to go out for walks and visit local shops but needs a member of staff to accompany them because they are ‘at risk’ of falling. The home has applied for bus passes so that those residents who are able, and want to use public transport can do so free of charge. The manager said that because of increasing personal family responsibilities and commitments, they knew there was a need to appoint additional staff to relieve the family/staff and two new (non-family) care staff have been employed and are due to start work at the home shortly. This will allow more time with residents to support them in following their individual hobbies and interests, and increase opportunities for outings and social events. The staff are predominately a family and live in the home or in the “sister“ home, Eden House, a few doors away, and this affords the opportunity for the residents to be involved as the extended family. Visitors are welcome at any time and the home encourages residents and their families and friends to keep in contact. Those residents wishing to follow their religious practices are enabled to do so. From the evidence seen by the inspector and discussion with the staff, we consider that this service would be able to provide a service to meet the needs of individuals of various religious, racial or cultural needs. The main meal of the day is at lunchtime and is cooked in Eden House. The meal is transported in hot or cool boxes to keep food at the right temperature during transfer. Breakfast, and evening meals are prepared on the premises in Eden House III and snacks and drinks are readily available. A staff member was preparing the evening meal at the time of this inspection visit. The menus examined show that a wholesome nutritious diet is provided. Eden House III DS0000013168.V363574.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): 16 and 18 Quality in this outcome area is good. The home has an open culture and residents feel safe and listened to. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The homes complaints procedure is posted in the entrance hall and is easily accessible to all residents and visitors. It is also included in the Service Users’ Guide. No complainant has contacted the Commission with information concerning a complaint made to the service since the last inspection. Staff records seen earlier on the day of inspection at Eden House showed that staff are aware of the issues of the safeguarding of vulnerable adults through training and discussion. The manager and all the family/staff are always available to residents and their relatives and friends to listen to any concerns or ‘grumbles’ that may arise and deal with them promptly. Regular review meetings with care managers, residents and their family or representatives, and visits from health care professionals all provide additional opportunities to raise any concerns. Eden House III DS0000013168.V363574.R01.S.doc Version 5.2 Page 16 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19 and 26 Quality in this outcome area is good. The home is comfortable, clean and well maintained so that people have a very pleasant family environment to live in. This judgement has been made using available evidence including a visit to this service. EVIDENCE: From looking around the house, including (with residents’ permission) looking at individual resident’s rooms, it was found that all areas of the home are cleaned to a high standard, and the condition of the décor and furnishings is good. The communal rooms are comfortable and homely, and the residents’ individual rooms are personalised by the residents’ own possessions, and ornaments. Redecoration of the small conservatory/dining area has just been started. The first floor bathroom and toilet have been refurbished. The bath has a bath hoist to assist less able residents get in and out of the bath. There is a stair lift to the first floor. Eden House III DS0000013168.V363574.R01.S.doc Version 5.2 Page 17 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): 27, 28, 29 and 30. Quality in this outcome area is adequate. There are enough competent and experienced staff to meet the health and welfare needs of the people living here. The service has plans to deal with the recruitment of additional staff and training in a way that will maintain the continuity and family-orientated care provided. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The majority of the staff are family members who live in the vicinity of the home. The other member of staff has worked at the home for 18 years. This ensures good continuity of care for the residents and adds to the overall feeling of family and home. However, it does mean that family members work very long hours in addition to caring for young children in the family. The manager said that they have been trying to recruit suitable new staff and had recently been successful, so that two new senior care staff will soon join them to relieve the manager and the proprietor of some direct care work. The recruitment files of the prospective new staff and the most recently appointed non-family staff member (for Eden House) were examined. These were found to be in good order with all necessary checks having been carried out for the residents’ protection (or were underway, in the case of the new staff applications). Eden House III DS0000013168.V363574.R01.S.doc Version 5.2 Page 18 Staff training appropriate to the needs of the residents is being developed. Mandatory training for moving and handling, fire safety, and food hygiene is undertaken, and the training plan for the coming year shows that appropriate training is being provided. None of the staff are qualified to National Vocational Qualification level 2. One person has commenced NVQ Level 2 but has not yet completed it. It is understood that the prospective new staff have NVQ Level 2 or equivalent training. It is recommended that progress is made towards achieving the target of 50 of all care staff having a nationally accredited training qualification to National Vocational Qualification Level 2 in Care. Eden House III DS0000013168.V363574.R01.S.doc Version 5.2 Page 19 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): Quality in this outcome area is adequate. The home is managed in a way that promotes and supports person centred care for the people living here, so that they have a good quality of life. The manager is aware of the need to keep up the policies and procedures for the home up to date, and complete the management and administrative tasks necessary to the planning and development for the home: more work is needed in this area so that the staff team continue to translate policy into good practice to meet the changing needs of residents. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The registered provider/manager, Mrs Chungtuyco oversees the running of Eden House III and also provides practical care for residents in Eden House. She has many years of experience in owning and running care homes. Eden House III DS0000013168.V363574.R01.S.doc Version 5.2 Page 20 The registered manager for Eden House, Mrs del Rosario is undertaking the Registered Managers Award (NVQ Level 4) but due to family circumstances has been delayed in completing this. Discussion with Mrs del Rosario and observations made during the inspection show that both homes are well run and that the family members and staff work well together to provide a good level of support and care for residents and their families. However, because of the difficulties the home owners have experienced in recruiting suitable care staff, some of the administrative ‘paperwork’ – such as updating policies and procedures and completing written records of the formal supervision of staff - has not been done, or is out of date. The administrative tasks are necessary for the home to show that it is keeping up to date with the changes and new legislation affecting social and residential care and that staff and residents (where this affects their well-being) are aware of their rights and responsibilities. In particular, we are concerned that the homes Annual Quality Assurance Assessment (AQAA) was not completed and returned to us within the timescale we requested, despite written and verbal reminders from us that this must be done. All homes are required by law to complete their AQAA each year. It is the homes opportunity to keep us informed about how well they feel they are meeting the standards set by the government for their service, the plans they have to improve and how they will do this for the benefit of the people who live here. At our last inspection we were told that residents’ and their families views’ and suggestions about the homes are formally asked for through questionnaires and that a report is made to share with residents, relatives and others who visit the homes. We requested a copy of this quality assurance report, but this was not received. Because both Eden House and Eden House III are now home to people with a wider range of different abilities and problems, it is important that everyone’s views are taken into account and the information is gathered and the results fed back, in ways that are easy to understand by the residents and their families and representatives. The residents’ finances are safeguarded in that the staff do not deal with residents’ personal finances; this is dealt with by their family or Social Services Money Management if they are unable, or do not want to manage their own finances. All staff receive mandatory training in moving and handling, fire safety and food hygiene. Three people have attended basic First Aid training and were due to attend a refresher course shortly. Improvements to the fire safety protection and procedures have been carried out in line with the Oxfordshire Fire Safety and Rescue officer’s requirements following an inspection of the homes last year. Eden House III DS0000013168.V363574.R01.S.doc Version 5.2 Page 21 A recent inspection report by the Environmental Health Officer showed that Eden House (where the main food preparation is done) meets health and safety standards. Eden House III DS0000013168.V363574.R01.S.doc Version 5.2 Page 22 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X X X 3 STAFFING Standard No Score 27 2 28 2 29 3 30 X MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 2 X 2 X 3 X X 3 Eden House III DS0000013168.V363574.R01.S.doc Version 5.2 Page 23 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 OP37 Regulation 24 Requirement The home must prepare and submit to the Commission their Annual Quality Assurance Assessment (AQAA) Timescale for action 01/09/08 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 OP9 Good Practice Recommendations Ensure that all staff responsible for administering medicines to residents have undertaken training at the appropriate standard in relation to the safe administration and handling of medicines and that the home has a system for monitoring the staff practices in administration and recording of medicines. Improve the staff training and development programme in order to achieve the target of 50 of all care staff being qualified to National Vocational Qualification 2 in care. * It is recommended that a copy of the outcome report of the residents’ satisfaction survey should be sent to the Commission on completion. DS0000013168.V363574.R01.S.doc Version 5.2 Page 24 2. OP28 3. OP33 Eden House III * Policies, procedures and practices in the home should be regularly reviewed and updated in the light of changing legislation and good practice advice. Eden House III DS0000013168.V363574.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection Maidstone Office The Oast Hermitage Court Hermitage Lane Maidstone ME16 9NT 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. 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