Inspection on 01/05/07 for Germaina House

This inspection was carried out on 1st May 2007.

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

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

Other inspections for this house

Germaina House 12/12/08

Germaina House 22/04/08

Germaina House 05/05/06

Germaina House 22/11/05

Germaina House 11/04/05

Germaina House 19/01/05

Germaina House 27/05/04

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

CARE HOMES FOR OLDER PEOPLE Germaina House 4 - 5 St Vincent Terrace Redcar TS10 1QL Lead Inspector Katherine Acheson Key Unannounced Inspection 1st May 2007 09:30 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Germaina House DS0000000103.V336994.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. Germaina House DS0000000103.V336994.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Germaina House Address 4 - 5 St Vincent Terrace Redcar TS10 1QL 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) 01642 475740 01642 296039 annpalmer4@yahoo.co.uk Mrs Ann Palmer Mrs Ann Palmer Care Home 18 Category(ies) of Old age, not falling within any other category registration, with number (18) of places Germaina House DS0000000103.V336994.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 5th May 2006 Brief Description of the Service: Germaina House is a large, Victorian, converted, mid terraced house, situated in a residential area of Redcar. The home is close to all local amenities. To the front of the house there is a small well-maintained lawned area. The rear patio area has been designed to provide a low maintenance planting area and a raised decking area with table’s chairs and umbrellas. Accommodation is provided for eighteen residents in twelve single bedrooms and three double bedrooms. All bedrooms meet the space requirements of national minimum standards. Some bedrooms have ensuite facilities, which comprise of a toilet and hand washbasin. There are two lounge areas and one dining area. The kitchen and laundry whilst domestic in style are not available for use by residents. The home provides a stair lift to enable residents with poor mobility to access their bedrooms. The cost of care at the time of the inspection visit ranged from £355.71 to £385.71 per week Germaina House DS0000000103.V336994.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced key inspection lasted for seven and a half hours. Three residents and two care staff were spoken to during the visit. A lengthy discussion also took place with the Manager. The Inspector was accompanied by a PhD student from the Department of Social Policy and Social Work at the University of York who is carrying out a research project on the impact of regulation and inspection. The Commission for Social Care Inspection is part sponsoring this research with the aim being to explore how the inspection process affects people receiving care, the management and staff working at the home. The Manager had agreed before the inspection to take part in this research. The reason for the inspection was to see how good a job the home does in meeting the National Minimum Standards set by the government for Care Homes. Numerous records including care plans, menus, complaints and staff recruitment and training records were examined. The Inspector walked around the home. Before the inspection ten relative comment cards and ten resident comment cards were sent out to the home to give to residents and families asking them to complete and comment on the care that is received. Four relative comment cards were received. No Resident comment cards were received. Comments made by relatives can be read in the main body of the report. Requirements identified at the last inspection in May 2006 were re-visited. The details of any issues identified at this inspection requiring action are to be found at the back of this report. What the service does well: Germaina House provides a homely atmosphere where residents are well cared for. Residents are happy and their needs are catered for. Good recruitments procedures are in place. Appropriate checks are carried out before a staff member starts working at the home. Germaina House DS0000000103.V336994.R01.S.doc Version 5.2 Page 6 Residents spoken to during the visit expressed satisfaction. Comments made included, “I am happy because I have got someone I can talk to and someone I can have a laugh with” “The care is excellent you couldn’t wish for a better home” A comment card received from a relative stated, “I am completely satisfied that my mother gets all the care she needs. She is happy, likes the food and feels that staff love her”. What has improved since the last inspection? What they could do better: Previous inspections have highlighted that the Manager must achieve an NVQ level 4 in Care and as yet this has not been achieved. A further, final timescale of six months has been agreed by the Manager and Commission for Social Care Inspection to complete. Although activities take place they are not suitable for those residents who are partially sighted. The Manager must give consideration when arranging activities to this resident group. The dining room carpet is worn and stained and requires replacing. Some of the bedroom furniture is also worn. The homes induction for new staff does not meet standard required. This needs to be developed to ensure that it contains all of the required elements so that staff are suitably trained. Germaina House DS0000000103.V336994.R01.S.doc Version 5.2 Page 7 Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Germaina House DS0000000103.V336994.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 Germaina House DS0000000103.V336994.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): Standards assessed 3 and 6 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Assessments of prospective residents are carried out to ensure that the home can meet their needs. EVIDENCE: The Manager said that before going into the home, residents are assessed by a Social Worker, and that a copy of this assessment is forwarded so that a judgement can be made by the Manager to see if needs can be met. Any emergency admission to the home would have had a basic assessment carried out by a Social Worker with further assessment taking place soon after admission. Germaina House DS0000000103.V336994.R01.S.doc Version 5.2 Page 10 Two residents files were looked at during the visit, both of which contained a detailed assessment of needs and evidence of personal choice. Standard 1 was not inspected during this inspection, however a requirement highlighted at the last inspection was re-visited. The service user guide had been updated to inform residents and relatives of their right to complain to Social Services. Germaina House does not provide intermediate care so standard 6 is not applicable to this home. Germaina House DS0000000103.V336994.R01.S.doc Version 5.2 Page 11 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards assessed 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. The health and personal care that residents receive is based on their individual needs. Care plans are detailed, which will help to ensure that resident’s needs are met. EVIDENCE: Two plans of care were looked at during this visit both of which contained detailed information about the resident and the help they needed. Likes, dislikes and personal preferences were recorded. Care plans showed clear evidence of choice. One plan of care detailed how a resident liked to get up during the night another contained lots of information on special dietary requirements. Germaina House DS0000000103.V336994.R01.S.doc Version 5.2 Page 12 Care plans were evaluated on a monthly basis. Evaluations included deteriorations and improvements made. Care plans contained signatures to confirm that they had been drawn up with and reviewed by residents and relatives. Resident’s files contained evidence of good communication; detailed notes of discussions with residents and relatives were recorded. Care plans showed evidence of regular visits from G.P’s, District Nurses, Dentists, Opticians and the Chiropodist. Three residents were spoken to during the inspection comments made in respect of care provided included, “I kind of like it, they are all right with me” “All the staff are lovely” “The senior care workers and night staff are smashing” When speaking to one resident in her room they stated, “This is my little house” Relative comment cards received said, “They certainly meet my mothers needs” “Good care” The general attitude of staff is caring and helpful” One resident when spoken to expressed sadness at the abrupt nature of a care staff member. With the residents permission this was pointed out at the time of the inspection to the Manager who said that she is to address the situation. Residents spoken to confirmed that their dignity and privacy was respected. During the inspection arrangements for receiving, storing, administering, recording and disposing of resident’s medication were observed and examined. The home has a medication policy. Medication was stored appropriately. The Manager said that staff who administer medication to residents have all received appropriate training. Initial training provided to staff includes a check to see if they are competent. A discussion took place with the Manager in respect of ensuring that competency is assessed on a regular basis. Germaina House DS0000000103.V336994.R01.S.doc Version 5.2 Page 13 During the visit a medication audit of one of the residents files sampled during the inspection was carried out. Medication administration charts had been completed correctly and the stock balance of medication belonging to the residents was correct, matching up with medication ordered, received, administered and remaining in the home. Appropriate codes were being used when medication was not being given for a particular reason. During the inspection part of the lunchtime medication round was observed. Correct procedures were being followed. Germaina House DS0000000103.V336994.R01.S.doc Version 5.2 Page 14 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards assessed 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 are able to make choices about their life style and are supported to practice their religion. Social and recreational activities do not meet all residents’ expectations. Activities provided are not appropriate for those residents with sensory impairment and as such offering stimulation to this client group. EVIDENCE: The home does not employ an Activity Co-ordinator it relies on care staff to provide stimulation through leisure and activities. The Manager said that the home has a weekly plan of activities for residents. Activities mentioned included crosswords, sing songs, dominoes, bingo, walks along the sea front and around the local park. Residents spoken to during the inspection said, Germaina House DS0000000103.V336994.R01.S.doc Version 5.2 Page 15 “We play bingo, I won both the line and house last week” “One of the staff takes me to the local cricket ground, I am a great cricket fan” “I like to watch the football. Last night I watched Newcastle, I’m watching Chelsea and Liverpool tonight”. “We have a good laugh and talk” “I visit the Blind Centre regularly” “They have games and things but they are not suitable for those who are partially sighted” “I’m bored, I can’t see to play bingo” The inspection identified more than one person who was partially sighted. A discussion took place with the Manager regarding providing suitable activities for such residents. The home supports residents to practice their religion. Care plans examined during this inspection gave information in respect of supporting individuals spiritually and socially. Residents spoken to during the inspection said that contact with family and friends is encouraged and that visitors are made to feel welcome at any time. One resident spoken to said, “I have thirteen grandchildren and they all come to visit”. Residents interviewed spoke of flexibility in routine and freedom of choice. The lunchtime of residents was observed. Mealtime was relaxing with residents enjoying the food provided. The lunchtime menu on the day was pork chop with carrots, cabbage, broccoli and potato. Pudding was pineapple upside down. There was evidence of choice, a variety of food was provided at the lunchtime. The Manager said that the home has appointed an existing member of staff as cook. She said that on teatime there is a member of staff in addition to care staff on duty who is allocated to the kitchen to serve tea that has been prepared by the cook. Residents spoken to said, “The food is marvellous, we don’t want for anything. You only have to say to the Manager that you want something and it is there the next day” Germaina House DS0000000103.V336994.R01.S.doc Version 5.2 Page 16 “You always get plenty, you get a good plate full” “The meals are good, I am on special diet, I have a list of what I can have in my bag” “When I go out the home will make me up a lunch box, I like egg and onion sandwiches” “I would like a jug of juice in my room” this was pointed out to the Manager at the time of the visit. Germaina House DS0000000103.V336994.R01.S.doc Version 5.2 Page 17 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): Standards assessed 16 and 18 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents and relatives are able to express their concerns. Staff are aware of procedures to follow if abuse is suspected which helps to protect residents. EVIDENCE: The home has a complaint procedure; this procedure should be updated to inform residents and relatives of their right to complain to Social Services. The complaint procedure within the statement of purpose/service user guide had been updated to include such information. Residents spoken to during the inspection said that they would feel comfortable in raising and concern or making a complaint to the staff or management of the home. The home keeps a record of complaints. There have not been any complaints in the last twelve months. Germaina House DS0000000103.V336994.R01.S.doc Version 5.2 Page 18 The Manager was unable to find the updated version of the homes adult protection procedure, however advised that all staff now receive regular training and are aware of procedures to follow if abuse is suspected. Two care staff spoken to during the inspection demonstrated knowledge of adult protection and procedures to follow if abuse is suspected. There have been not been any adult protection referrals in the last twelve months. Germaina House DS0000000103.V336994.R01.S.doc Version 5.2 Page 19 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards assessed 19 and 26 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The standard of the environment within the home provides the people who live there with a homely and comfortable place to live. EVIDENCE: During the visit a walk round of the home took place. Communal areas were homely with appropriate furnishing throughout. The dining room carpet was marked and worn, however there are plans to renew this carpet in the next three months. The lounge carpets were also marked the Inspector was informed that this carpet is due to be cleaned and is cleaned on a regular basis. Bedrooms visited were personalized again with appropriate furnishings, however some looking worn as the result of age. Germaina House DS0000000103.V336994.R01.S.doc Version 5.2 Page 20 One resident spoken to during the inspection said, “I have a beautiful bedroom, they are all jealous of it. I have brought my ornaments from home”, another said, “Everything in my room is my own even the bedding”. On the day of the inspection the home was observed to be clean and odour free. The Manager said that appropriate policies and procedures are in place in respect of control and infection. Germaina House DS0000000103.V336994.R01.S.doc Version 5.2 Page 21 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards assessed 27, 28, 29 and 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Staff at the home are trained, skilled and in sufficient numbers to meet the needs of people living at the home. EVIDENCE: There were eighteen residents residing at the home at the time of the inspection. Staffing rotas examined informed the Inspector that there were three care staff on duty on a morning, three on an afternoon until 4pm, two on an evening and one on night duty with the Manager who lives on the premises on call. The Manager said that in addition to care staff she is on duty Monday to Saturday between the hours of 9am and 5pm. Staff spoken to during the inspection said that they felt that there was sufficient staff on duty to meet the needs of residents. Residents spoken to during the inspection said that they thought there was enough staff on duty, however one resident said, “They are a bit over worked”. Germaina House DS0000000103.V336994.R01.S.doc Version 5.2 Page 22 The Manager said that 63 of the care staff are trained to a minimum of NVQ level 2 in care. The files of two newly appointed staff were looked at during the visit. Evidence was available to confirm that appropriate Criminal Record Bureau checks are carried out before staff start working at the home. Of the two files examined one contained all of the required information including, proof of identity, photograph and two references. The other staff file examined contained proof of identity, a photograph, however only one character reference. The Manager said that she was sure that a reference from the last employer had been obtained. Following this inspection the reference was located and a copy forwarded to the Commission for Social Care Inspection, it had been misplaced in another staff members file. Records were available to confirm that all new staff receive induction training, however this does not meet with induction standards set by Skills for Care, a discussion took place with the Manager in respect of this. Care staff spoken to during the inspection demonstrated knowledge of the residents they were caring for. Staff spoke of numerous training that had been made available to them. Records were available to confirm that regular training is provided to staff working at the home, this included, Moving and handling, fire, abuse and medication training. Germaina House DS0000000103.V336994.R01.S.doc Version 5.2 Page 23 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards assessed 31, 33, 35 and 38 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The Manager is experienced, however not qualified. Quality assurance systems are in place to ensure that the home is run in the best interests of residents. EVIDENCE: The Manager has worked in the social care environment for many years and has achieved an NVQ level 4 in Management. The Manager is also required to have an NVQ level 4 in Care or equivalent. In November 2005 the Manager confirmed in writing to the Commission for Social Care Inspection that she would undertake to complete this qualification Germaina House DS0000000103.V336994.R01.S.doc Version 5.2 Page 24 by December 2006. At this inspection the Manager advised that she had been unable to achieve this due to lack of funding, availability and work commitments. The Manager advised at the time of the inspection that her tutor was to visit her at the home on the afternoon of the 1st May 2007. Evidence was made available during the inspection to confirm that the Manager had re-registered to undertake this qualification. A six-month timescale has been agreed for completion. Staff and residents spoken to during the inspection spoke highly of the Manager and staff team. One resident said, “I get on with the Manager like a house on fire”, another said, “The Manager is marvellous”. The Manager said that quality assurance monitoring systems are in place. Residents and relatives meetings are held on average three monthly. The Manager said that being a small home and living on the premises she is able to speak to residents and relatives on a daily basis to ensure they are satisfied. The Manager advised that the home does not look after resident’s personal allowance; residents, families and Social Services do so. Records were available to confirm that regular tests are carried out on the fire alarm system. Water temperatures in the home are also taken and recorded on a regular basis. Water temperatures taken by the Inspector during the visit were within normal limits. The home operates a rolling programme of servicing appliances and equipment. The home’s fire extinguishers and emergency lighting are serviced on a regular basis. The home was unable to locate the certificate to confirm fire extinguishers had been serviced, however the servicing company had marked on the extinguishers themselves the date of servicing. The home were unable to locate at the time of the inspection evidence to confirm that gas boilers and central heating systems had been serviced, however since the inspection this has been found and forwarded to the Commission for Social Care Inspection. Certificates to confirm servicing of appliances have not been available at previous inspections. The Managers office is extremely disorganised, with few filing and storing systems in place. The introduction of such systems would help to ensure better management. The Manager confirmed that electrical hard wiring in the home had been checked and serviced in 2002 and as such is now due again. Germaina House DS0000000103.V336994.R01.S.doc Version 5.2 Page 25 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 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 2 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 2 17 X 18 3 2 X X X X X X 3 STAFFING Standard No Score 27 3 28 3 29 3 30 2 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 2 X 3 X 3 X X 3 Germaina House DS0000000103.V336994.R01.S.doc Version 5.2 Page 26 Are there any outstanding requirements from the last inspection? Yes STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard OP31 Regulation 18 Requirement The Manager must achieve an NVQ level 4 in care by December 2006 Previous timescale for action of 30/12/06 not met The Registered Person must ensure that the competency of staff administering medication is checked on a regular basis in order to ensure safe practice The Registered Person must plan and provide suitable activities for those residents who are partially sighted to ensure stimulation is provided. The Registered Person must plan a programme of refurbishment in which to replace • The worn dining room carpet • Worn bedroom furniture The homes induction must be updated to include all of the required elements to ensure that staff are appropriately trained Timescale for action 01/11/07 2. OP9 13 01/05/07 3. OP12 16 30/06/07 4. OP19 16, 23 01/08/07 5. OP30 18 30/06/07 Germaina House DS0000000103.V336994.R01.S.doc Version 5.2 Page 27 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1 Refer to Standard OP16 Good Practice Recommendations The Complaints policy/procedure should be updated to include information of resident’s rights to complain to commissioning agencies such as Social Services. Germaina House DS0000000103.V336994.R01.S.doc Version 5.2 Page 28 Commission for Social Care Inspection Tees Valley Area Office Advance St. Marks Court Teesdale Stockton-on-Tees TS17 6QX National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Germaina House DS0000000103.V336994.R01.S.doc Version 5.2 Page 29 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!