Inspection on 19/10/05 for Eltandia Hall Care Centre

This inspection was carried out on 19th October 2005.

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

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

Other inspections for this house

Eltandia Hall Care Centre 14/12/09

Eltandia Hall Care Centre 22/04/09

Eltandia Hall Care Centre 29/04/08

Eltandia Hall Care Centre 25/09/07

Eltandia Hall Care Centre 18/10/06

Eltandia Hall Care Centre 17/05/05

Eltandia Hall Care Centre 25/11/04

Eltandia Hall Care Centre 09/06/04

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

CARE HOMES FOR OLDER PEOPLE Eltandia Hall Care Centre Middle Way Norbury London SW16 4HA Lead Inspector Liz O`Reilly Unannounced Inspection 19th October 2005 10:00 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 Eltandia Hall Care Centre DS0000019089.V265447.R01.S.doc Version 5.0 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. Eltandia Hall Care Centre DS0000019089.V265447.R01.S.doc Version 5.0 Page 3 SERVICE INFORMATION Name of service Eltandia Hall Care Centre Address Middle Way Norbury London SW16 4HA 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) 020 8765 1380 020 8765 1399 Lifestyle Care PLC Connie Baker Care Home 83 Category(ies) of Dementia - over 65 years of age (63), Old age, registration, with number not falling within any other category (63), of places Physical disability (20) Eltandia Hall Care Centre DS0000019089.V265447.R01.S.doc Version 5.0 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 19/05/05 Brief Description of the Service: Eltandia Hall Care Centre is a purpose built home arranged over two floors with two residential units on the first floor and two units offering nursing care on the ground floor. The residential units comprise of one unit providing respite care for older people and one unit providing long term care for older people with dementia. One nursing unit offers long term care for older people. The second nursing unit provides care for younger adults with physical disabilities. All residents are provided with their own single bedroom accommodation with en suite toilet facilities. The home is situated in a residential area of Mitcham. Public transport, in the form of local bus services, are close by. Parking is available within the grounds. Eltandia Hall Care Centre DS0000019089.V265447.R01.S.doc Version 5.0 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced inspection was carried out by three regulation inspectors on 19th October 2005 over seven hours. This inspection focused on the two residential units of the home, one of which offers long term care and the other offering respite care. The inspectors had the opportunity to speak with nineteen residents and five members of staff. A sample of records were also examined. What the service does well: What has improved since the last inspection? What they could do better: As noted previously staff have made progress in recording the individual interests of residents. Work now needs to focus on how these needs will be met. All staff should be provided with individual supervision at least six times each year. Systems need to be in place to allow for residents to influence the way the service is delivered including involvement in staff selection. Eltandia Hall Care Centre DS0000019089.V265447.R01.S.doc Version 5.0 Page 6 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. Eltandia Hall Care Centre DS0000019089.V265447.R01.S.doc Version 5.0 Page 7 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 Eltandia Hall Care Centre DS0000019089.V265447.R01.S.doc Version 5.0 Page 8 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): 2, 3, & 6 The organisation issues a contract setting out the terms and conditions of residency. As noted in previous reports delays in the production of a local authority contract/statement of terms and conditions means that the home is unable to provide a contract to the majority of people moving into the home. The pre admission assessments ensure that staff know the needs of each person before they move into the home. The home provides intermediate care for a small number of people. EVIDENCE: As noted in previous inspection reports those residents placed by the local authority where the home is based are not provided with a contract/statement of terms and conditions as the local authority is still in the process of designing a new contract. Once this is completed the organisation must ensure that all residents are provided with a copy of the contract. Eltandia Hall Care Centre DS0000019089.V265447.R01.S.doc Version 5.0 Page 9 To ensure that staff are aware of and can meet the needs of new residents to the home assessments are carried out for each individual before they move in. Staff from the home visit prospective residents to carry out assessments and also receive a copy of any assessment carried out by the local authority. The home provides intermediate care for up to five people. This service is not provided in a separate unit but is part of the respite care unit. The national minimum standards state that where people are admitted for intermediate care this is provided in dedicated accommodation. Physiotherapy, occupational therapy staff visit intermediate care residents frequently during the week with a weekly visit from the GP. Eltandia Hall Care Centre DS0000019089.V265447.R01.S.doc Version 5.0 Page 10 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 & 10 Staff continue to make progress in developing the care plans. Further work should focus on ensuring that documentation is individualised. The health care needs of residents are met. Medication is well managed which assists in protecting the health and welfare of residents. Staff must be reminded of the importance of confidentiality. EVIDENCE: Each resident is provided with an individual care plan setting out their needs and wishes. Staff have made progress in including the social interests of residents in the care plans. Care plans are reviewed on a regular basis to ensure that they remain up to date and relevant. Individual risk assessments are in place. It was noted in one instance the care plan indicated that a resident was at risk of falling but the risk assessment stated there was no risk. Information on the family of one resident was contradicted on the documents on file. Staff must take care to ensure that information held on residents is up to date and accurate. Eltandia Hall Care Centre DS0000019089.V265447.R01.S.doc Version 5.0 Page 11 Staff keep daily notes on each resident. The records seen were repetitive and did not provide clear information on what care had been provided. Staff must make sure that the records show the care provided and any activities for each resident. Staff are provided with very little information on the life history of residents. Consideration should be given to providing residents and or their representatives opportunities to share information with staff. Information on residents’ life history can assist staff in offering more personalised care and give a greater understanding of previous experiences of individuals. A keyworking system has recently been re introduced in the home. Each member of staff is a keyworker for three residents. Staff stated their responsibilities included making sure residents had the toiletries and clothing they needed and ensuring individual well being. The role of the keyworker is an area which could be further developed to include individualising care plans and seeking life histories. Staff in the respite care unit do not operate a keyworking system. Arrangements are in place for residents to receive regular dental, optical and chiropody services. All permanent residents are registered with local GP practices. The home has arrangements with three local GP’s to cover the home for residents who are staying on the respite unit should their own GP be unable to visit. Staff take advice from specialist health care professionals as needed particularly in relation to wound and pressure area care. Since the last inspection the home have reviewed their recording of wounds to ensure that an assessment is carried out by the nurse each time any wound is dressed and action is taken should there be any concerns. Staff keep a check on the weight of residents and advice is sought from health care professionals should there be any significant weight loss or gain. If needed the home will seek advice from a nutritionalist via the GP. The home have recently purchased a new hoist. The manager informed the inspector that plans were in place to further increase the number of hoists available. The majority of records kept in relation to medication were of a good standard. However in one unit the record of medication received in the home had not been dated. Staff must take care to record the date on which any medication is received into the home. The room used to store medication on one unit was too hot. Action must be taken to either reduce the temperature in the storage room or hold the medication in a cooler area to ensure the health and welfare of residents. Eltandia Hall Care Centre DS0000019089.V265447.R01.S.doc Version 5.0 Page 12 Staff were observed to respect the privacy of residents in day to day activities. Offers of assistance were seen to be made in a discreet manner and staff knocked on doors before entering. The inspectors found in one instance a storage cupboard left unlocked which contained resident files prepared for archiving. A completed wound chart was found on a shelf in a communal bathroom. Staff must make sure that personal information relating to residents is stored securely to respect the privacy of each individual. At the time of the last inspection a requirement was made for the homes’ policy on intimate personal relationships to be reviewed with clear guidance to be supplied to staff and training if necessary. This requirement has not been met. Eltandia Hall Care Centre DS0000019089.V265447.R01.S.doc Version 5.0 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, 14 & 15 A varied activities programme is available to residents. Further work needs to focus on ensuring that the activities offered meet the needs and wishes of residents. The policy on intimate personal relationships gives insufficient guidance and information to staff in order to protect individual rights. The home provides residents with a varied menu which has improved since the last inspection with the inclusion of a menu which meets the cultural needs of certain residents. EVIDENCE: An activities programme is displayed on the notice boards in each unit. Activities planned included quizzes, films, puzzles and hand massage. Residents were seen to be engaged in a music quiz and watching a video in the afternoon. Residents spoke very positively about recent trip to Buckingham Palace and photos were displayed. A group of residents had recently attended a show at Wimbledon theatre and a night out at the local dog racing track. Residents also can attend a tea dance, or visit a market in the local area on a weekly basis if they are mobile. Eltandia Hall Care Centre DS0000019089.V265447.R01.S.doc Version 5.0 Page 14 The home is well equipped with craft items, books and videos which are available in lounge areas and in the large activities room on the first floor. The home is also furnished with a sensory room. Comments from residents on the activities available included “I do a lot of craft here”, “I enjoy the music and dancing”, “the trip to Buckingham Palace was lovely”, “ I saw Lionel Blair at the theatre”. One resident stated they would like to get out more” and another resident stated “I’m treated well but the days drag and I’d like to do a class to boost my morale”. As noted in previous inspection reports the home does not have its own transport. The lack of easily accessible transport restricts the opportunities for residents to go out from the home and take part in community activities. All trips need to be planned in advance. An activities coordinator is employed by the home and a volunteer visits one of the units three days a week to help with activities. Care staff were also observed engaging residents in activities. It was noted that information on the individual interests of residents is sought and recorded on care plans. In one instance the records showed that a resident enjoyed woodwork and needlework but the social activities record was blank. Staff must ensure that care plans and daily recording give full information on how the needs of individuals are being met. A number of residents spoken to felt they were woken up too early in the morning and asked if they wanted to get ready for bed too early in the evening. A review of the working practices on each unit must be carried out to make sure that staff are aware of the individual preferences of residents around getting up and going to bed and to ensure that the wishes of residents are respected. Residents were seen to be provided with a varied menu. Comments received from residents on the food were positive. One resident stated the food was “very good”, another resident stated the food was “really nice”. Residents also said that there given “plenty of food”. Two residents stated the food was “alright” and “ok”. The menu is on display in the dining room with alternatives available at each meal time. An Afro Caribbean menu is also available, one resident was seen to enjoy chicken, rice and peas. Meal times are unrushed with residents who required help being assisted in an appropriate manner. Two residents commented that there was a long gap between getting up and breakfast time. Both residents stated they had been up since before 6am and breakfast was not served until 9am. The manager must ensure that residents who do get up Eltandia Hall Care Centre DS0000019089.V265447.R01.S.doc Version 5.0 Page 15 early are offered a snack before breakfast or arrangements should be made for breakfast time to be more flexible. Eltandia Hall Care Centre DS0000019089.V265447.R01.S.doc Version 5.0 Page 16 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 & 18 Residents can be confident that any complaints they make will be taken seriously and fully investigated. Senior staff are well informed on actions to be taken should there be any allegation or suspicion of abuse. All staff must be provided with training on the protection of vulnerable adults. EVIDENCE: Records showed that staff take complaints seriously, investigate any concerns and take action if required. A number of changes to working practices have been brought in by the manager in response to concerns raised. One complaint has been received by the Commission regarding this home since the last inspection. As a result of this complaint changes have been made to the wound care recording. Copies of the local authority policies an procedures for the protection of adults are available in the home. Senior staff in the home are well informed of action to be taken should there be any allegation or suspicion of abuse. Not all staff in the home have received training on abuse. Action must be taken to ensure that all staff receive this training. Eltandia Hall Care Centre DS0000019089.V265447.R01.S.doc Version 5.0 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, 23 & 26 The home provides a comfortable environment for residents. The majority of the home was seen to be well maintained. A few bedrooms are in need of redecoration. All areas of the home were found to be clean and tidy. EVIDENCE: The home was purpose built with four separate units. Each unit has a lounge area, dining room and small servery. Each resident has their own single bedroom with en suite toilet. A passenger lift is available to access the upper floors. A garden with patio areas is to the rear of the home. Residents made positive comments on their rooms. Comments included “I like my room”, “the rooms are immaculate” and “the rooms are very comfortable”. Eltandia Hall Care Centre DS0000019089.V265447.R01.S.doc Version 5.0 Page 18 Some residents were seen to have taken the opportunity to personalise their rooms with one or two looking very homely. This is one area which could be improved and included in the work of the keyworkers. On the whole the building was seen to be well maintained. One or two rooms are in need of redecoration. The manager stated that a rolling programme of redecoration was in place. A significant number of walls and door frames are showing damage from wheelchairs. Consideration should be given to providing guarding to door frames and walls. Eltandia Hall Care Centre DS0000019089.V265447.R01.S.doc Version 5.0 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, 29 & 30 Sufficient staff were seen to be available to meet the needs of the residents at the time of this visit. Staff are offered opportunities to take part in training. Further training on caring for people with dementia needs to be in place. The homes’ recruitment checks assist in protecting residents. EVIDENCE: Residents were very positive about the staff groups. Comments included; “staff are lovely”, they “treat me very nicely”, “staff are very good”, “the staff are good”, and “the staff look after you here”. Four members of staff felt the teams worked well together. Communication between staff was viewed as good. Information on new residents or any changes in individual needs at staff handovers at the beginning of each shift. Each unit has a staff meeting every two months. The staffing numbers were seen to be sufficient to meet the needs of the residents in the home at the time of this visit. Three staff members felt that the units would benefit from additional staff. Staff felt that completing the paperwork took up a great deal of time. It was noted that a new daily recording system had been introduced and staff were recording the same information in at least two places. Discussions with the manager indicated that this was not required. Once staff have been given further guidance on the recording this should reduce the amount of repetitive recording and free up more time. Eltandia Hall Care Centre DS0000019089.V265447.R01.S.doc Version 5.0 Page 20 Staff are provided with good opportunities for training which ensures that residents are cared for by a well informed staff group. Recent training included medication, nutrition/hydration, dealing with challenging behaviour, record keeping and dementia care. A number of staff are in the process of or have completed NVQ training in care. Staff informed the inspectors that they had received one days training on dementia. In order to ensure that staff continue to develop their skills and knowledge on providing care to residents with dementia this training must be on going and provide more in depth information. Eltandia Hall Care Centre DS0000019089.V265447.R01.S.doc Version 5.0 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, 36 & 38 Residents benefit from a well run and managed home. Opportunities for residents to influence the way in which the service is delivered including involvement in the recruitment of staff need to be developed. Staff supervision needs to be carried out more regularly. Staff assist in ensuring the health, safety and welfare of residents by carrying out regular checks on the building and equipment. EVIDENCE: Residents benefit from a well managed home. Senior staff were found to be open to new ideas and to take any criticism of the home as a means to improving the service to residents. As noted in previous inspection reports further work should be done to provide residents with more opportunities to influence the way in which the service is Eltandia Hall Care Centre DS0000019089.V265447.R01.S.doc Version 5.0 Page 22 delivered including the selection of staff. Regular residents meetings do not take place. To assist in ensuring that residents are supported appropriately, in line with the homes’ aims and objectives and by well trained and supported carers a system for individual staff supervision is in place. At the time of this visit the majority of staff spoken to said they received supervision quarterly. One member of staff stated they had only received supervision on one occasion. The manager must ensure that all staff providing direct care to residents receive one to one supervision at least six times each year. Staff carry out regular checks on the building, equipment and chemicals used in the home to ensure that health, safety and welfare of residents, staff and visitors. Good records are kept and action is take should there be any concerns. Eltandia Hall Care Centre DS0000019089.V265447.R01.S.doc Version 5.0 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 2 3 x x x 2 HEALTH AND PERSONAL CARE Standard No Score 7 2 8 3 9 2 10 2 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 2 13 x 14 2 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 x 18 2 3 x x x 3 x x 3 STAFFING Standard No Score 27 3 28 x 29 3 30 2 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 x 2 x x 2 x 3 Eltandia Hall Care Centre DS0000019089.V265447.R01.S.doc Version 5.0 Page 24 yes Are there any outstanding requirements from the last inspection? 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 OP2 Regulation 5(3) Requirement Timescale for action 01/02/06 2 OP7 15 The Registered Persons must ensure that where a local authority has made arrangements for the provision of accommodation, nursing or personal care to the resident at the care home, the Registered Persons shall supply to the resident a copy of the agreement specifying the arrangements made. The Registered Persons must 10/01/06 ensure that information held on individual residents is up to date and accurate. Records must give clear information on the care provided. The Registered Persons must ensure that a clear record including the date is maintained of all medication received into the home. The Registered Persons must ensure that the temperature of the room used to store medication is maintained at a safe level. 3 OP9 13 24/12/05 Eltandia Hall Care Centre DS0000019089.V265447.R01.S.doc Version 5.0 Page 25 4 OP10 12(1)(2) (3)(4) The Registered Persons must ensure that a review of the policy on intimate personal relationships is reviewed. Clear guidance and training if necessary must be made available to staff on sexuality and relationships. (timescale of 01/09/05 not met) The Registered Persons must ensure that staff store personal information on residents in a secure area to protect the privacy of individual residents. The Registered Persons must review the working practices within the home to ensure that residents’ wishes regarding getting up and going to bed are known and respected. The Registered Persons must ensure that a snack is made available for any residents who choose to get up early in the morning. The Registered Persons must ensure that all staff working in the home are provided with training on the protection of vulnerable adults. (timescale of 01/09/05 not met) The Registered Persons must ensure that all staff providing direct care are supplied with one to one supervision on a regular basis at least six times each year. 10/01/06 5 OP10 12(4) 24/12/05 6 OP14 12(2)(3) 10/01/06 7 OP15 16(2)(i) 24/12/05 8 OP18 13(6) 10/01/06 9 OP36 18 10/01/06 Eltandia Hall Care Centre DS0000019089.V265447.R01.S.doc Version 5.0 Page 26 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1 2 3 4 5 Refer to Standard OP7 OP7 OP12 OP30 OP33 Good Practice Recommendations The Registered Persons should consider expanding the role of the keyworker to provide more individualised care planning and care. The Registered Persons should consider providing residents with the opportunity to supply a life history for their file. The Registered Persons should ensure appropriate transport is available to enable residents to participate in community activities. The Registered Persons should ensure that staff are provided with on going in depth training in dementia care. The Registered Persons should investigate ways in which residents can influence the manner in which the service is delivered including the selection of staff. Eltandia Hall Care Centre DS0000019089.V265447.R01.S.doc Version 5.0 Page 27 Commission for Social Care Inspection SW London Area Office Ground Floor 41-47 Hartfield Road Wimbledon London SW19 3RG 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. 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