Inspection on 25/11/08 for Glebe Lodge

This inspection was carried out on 25th November 2008.

CSCI found this care home to be providing an Good service.

The inspector found no outstanding requirements from the previous inspection report, but made 1 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Glebe Lodge 29/11/07

Glebe Lodge 27/06/06

Glebe Lodge 01/11/05

Glebe Lodge 12/06/05

Glebe Lodge 10/11/04

Glebe Lodge 12/05/04

Extracts from inspection reports are licensed from CQC, this page was updated on 19/06/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Glebe Lodge 2 Hall Street Offerton Stockport Cheshire SK1 4DA     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Michelle Haller     Date: 2 5 1 1 2 0 0 8 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. the things that people have said are important to them: They reflect This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop 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 Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 29 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.csci.org.uk Internet address Care Homes for Older People Page 3 of 29 Information about the care home Name of care home: Address: Glebe Lodge 2 Hall Street Offerton Stockport Cheshire SK1 4DA 0161-4802025 01614802025 manager.glebelodge@careuk.com Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Care UK Mental Health Partnership Limited (Arc Healthcare Limited) Name of registered manager (if applicable) Type of registration: Number of places registered: care home 17 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia mental disorder, excluding learning disability or dementia Additional conditions: The registered person may provide the following category/ies of service only: Care home only - Code PC to service users of the following gender: Either whose primary care needs on admission to the home are within the following categories: Mental disorder, excluding learning disability or dementia - Code MD (maximum number of places: 15) Dementia - Code DE MD (maximum number of places: 2) The maximum number of service users who can be accommodated is: 17 Date of last inspection Brief description of the care home Glebe Lodge is a residential care home that is registered to provide care for up to 17 residents whose primary care needs are due to them having a diagnosed mental illness; three of whom are aged between 50 years and 65 years of age. The registered Care Homes for Older People Page 4 of 29 Over 65 0 0 2 15 Brief description of the care home manager is Mrs Susan Nixon. Glebe Lodge is one of 75 care homes owned by the Care UK group who focus on providing rehabilitation services for residents with mental health difficulties. Glebe Lodge is a listed building; it is a large, detached house set in its own grounds. All bedrooms are single person occupancy spread over three floors. There are no en-suite facilities at the home, however all bedrooms have a vanity unit. The home has three bathrooms, one of which is fitted with an assisted bath and one is a shower room. The home has two lounges, one of which remains a smoking lounge, and a dining room. There is a large car park to the rear of the house with gardens to the side and front. There is a four-person passenger lift to assist residents around the home. There are a number of steep steps to the front of the property and ramp access is available to the rear of the home. Glebe Lodge is situated close to the town centre with good access to cinemas, local shops, library and park. Stockport town centre, motorway network and public transport are easily accessible. Care Homes for Older People Page 5 of 29 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: The inspection process involved interviewing three residents and speaking to people about their experience of living at Glebe Lodge. One relative and a member of staff were also interviewed. We also spoke at length to the manager and the deputy manager of Glebe Lodge. Three service users were case tracked and this included meeting them and examining their care files. People chosen included the most recent admission to the service and a person considered by the manager to have complex needs. We looked that the assessments, care plans, risk assessments and other records that showed the care and support they received at Glebe Lodge. Care Homes for Older People Page 6 of 29 Other documents such as staff files, and records concerned with the running of the home were also looked at. The manager returned to us the Commission for Social care Inspection (CSCI) Annual Quality Assurance Assessment. This had been completed by the manager previous to the one who was employed at the time of the inspection. The information provided included data about staff training, development of policies and procedures, and compliance with health and safety checks. This information also influenced the outcome of this inspection. The manager at the time of the inspection was Dawn Jones who had taken up the post on 01/10/2008. No residents surveys were returned to us, however, three staff surveys were returned. Each was positive about working in the home, they enjoyed relating to the residents and said that they felt supported by the manager to provide a good service. A tour of the building was undertaken and the interactions between people in the home was observed. The home charges:420 over 65 years and 370 under 65 year olds. The most recent CSCI Inspection report was available on request. What the care home does well: What has improved since the last inspection? What they could do better: The registered person must ensure that the manager of the home becomes registered with CSCI as soon as possible, this is so people can be assured that she is a fit person to run the service. The registered person needs to make sure that care plans provide information about all the assessed needs as this will reduce the risk of care needs been overlooked. Care Homes for Older People Page 8 of 29 The registered person should also make sure that risk assessments are always put in place. This is so that it is clear that when risks have been identified they given full consideration in respect of the actions to be taken by staff to, balance protecting the person while also supporting their choices. The registered person needs to provide timescales for the planned refurbishment of the home as this will give people an idea of when they can begin to enjoy the improvements. The manager needs to make sure that they fully understand the guidance and procedure concerned with informing CSCI of incidents and accidents in the home that have had a detrimental effect on the residents. This is so that we can see that the correct action has been taken to treat or safeguard the residents. If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.csci.org.uk. You can get printed copies from enquiries@csci.gsi.gov.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 9 of 29 Details of our 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) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 10 of 29 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People living at Glebe Lodge benefit from having their needs fully assessed before admission which means that those involved in their care are confident that the service has the ability to meet needs. Evidence: We found that the manager made sure that people were fully assessed before moving into Glebe Lodge. The assessments included how independent people were in managing their health, psychological and social needs. In some instances risk assessments were also in place, and these highlighted the specialist support needed to promote safety. We found that the assessments were individualised and took into account and encouraged personal preferences. We found that the manager liaised with the referring agency to make sure that as much historical information as possible was available, and Care Homes for Older People Page 11 of 29 Evidence: records confirmed that if there were areas of uncertainty, the manager would talk to the service user and the professional making the referral. Care Homes for Older People Page 12 of 29 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People at Glebe Lodge benefit from having health and personal care provided which meets their needs, promotes their independence, and their physical and emotional wellbeing. Evidence: We looked the care plans, daily records and other correspondence concerning the support of three people living at Glebe Lodge. We found that care plans were in place for each person and that these had been reviewed. It was noted that not all of the assessed needs had been transferred and highlighted in the care plans. However it was clear, from what staff had written in the daily records and communication sheets, that assessed needs were been met. Communication between shifts is effective in making sure that staff are aware of what is required by each person. A member of staff wrote: Before starting our job each day we attend a handover meeting with staff from the previous shift. We discuss the different information about people and settle on what to do. Care Homes for Older People Page 13 of 29 Evidence: Correspondence indicated and people confirmed that all health and personal care such as chiropody, dental care, general health checks and medication reviews was provided in line with best practise in these areas. The manager told us, in the information she returned, that a planned improvement would be for people to attend well-man and well-woman clinics. Steps have already been taken to raise the residents awareness of health issues as a breast cancer awareness morning was held at Glebe Lodge. Appointment cards and letters confirmed that people attended hospital appointments and received routine and specialist medical attention while at Glebe Lodge. Many of the people living at Glebe Lodge are capable of attending the local health clinic or doctors surgery, and it was evident from what was written and said that this independence was encouraged and supported. Although risk assessment were in place, it was not obvious that all risks identified in the assessments, had been fully considered. This was discussed with the manager at the time of the inspection. However, at this time there was no evidence that peoples needs were not been met. It is essential, however, that risk assessment and care plans are developed, and evidence that the risks have been fully anaylysed so that people are supported to be independent to an extent that is acceptable to them and this is not possible then the reasons why not should also be clear. The accident and incident records was looked at and information showed that people were treated quickly if they fell and that steps were taken to reduce a repeat of any accident. The manager also needs to inform CSCI of falls or accidents that have resulted in hospitalisation. This matter was discussed with the manager at the time of the inspection. The medication system was looked at and no issues of concern were noted. None of the medication record sheets examined had omissions, and each confirmed that people had been given their medication as prescribed. In the information she returned to us the manager felt that an improvement in the area of health and personal care would be if more residents took control of their medication. One resident said They give you all the medicines and they know the side effects. Staff who commented said that the manager always made sure that they always had information about how to meet peoples needs. People who commented about health care at Glebe Lodge said: They have made me a lot better since Ive been here. and I have a lot of hospital checkups and they make sure I get there- they take me in a taxi. and They are kind here and they help you. People looked well-groomed and had been supported in achieving a good level of Care Homes for Older People Page 14 of 29 Evidence: personal hygiene. Records indicated that people could have baths and showers as they chose. There were also instances when it was identified, in individual care plans, that extra encouragement from staff was needed to ensure that personal hygiene was of an acceptable standard. This inturn helped to promote the persons dignity. Staff interaction with residents was observed appeared natural and relaxed. And people were spoken to in a respectful manner. Care Homes for Older People Page 15 of 29 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People at Glebe Lodge benefit from a service that promotes choice and individuality in relation to recreational, social and educational activities. Evidence: We found that the routines at Glebe Lodge are flexible and that people are encouraged to participate in the local community through use of the amenities such as hairdressers, barbers, shops and parks. Activities in the home includes bingo, watching films and quiz nights. People who were spoken to were satisfied with the activities. Observation of the interactions showed that people liked to sit together in the kitchen and different communal areas talking to each other and making drinks. Residents came and went freely throughout the time of the inspection. The notes from the residents meetings confirm that people are able to choose what they do and events they would like to attend. People had completed their own social histories and identified their interests. It was also evident from the daily records that staff spent a lot of time with people, supporting and encouraging them to complete household tasks such as sorting out their laundry, tidying their rooms, and planning shopping trips for personal items. Care Homes for Older People Page 16 of 29 Evidence: Comments about activities included: We tend to have a quiz night on Thursday- bingo Wednesdays and I feel I can do what I want. People can receive visitors at any time that is convenient to them, and people said that they can see friends and family in private. One person commented Ive got a relative that comes and its no problem if we spend our time upstairs. One relative was spoken to and they told us that they were free to visit at any time, there is no need for advanced warning. They also said that the staff were very respectful towards the residents. At the time of the inspection staff prepared breakfast, evening meals and suppers, and lunch was provided by an outside catering company. The meal choice on the day of inspection was steak and kidney pie or sausage casserole. The menu included a variety of meals including traditional roasts and stews as well as items such as chilli-concarne, lasagna and other pasta dishes. The contents of the fridge and larder were checked to see what foods were readily available for extra snacks and meals. Items stocked included fresh fruit, vegetables, salad, eggs, cheese ham, bacon, cereals, milk bread and biscuits, and tinned items including baked beans and tomatoes. and people were satisfied with the meals and food available, they said: The food is OK its very nice. and The food is delicious. Care Homes for Older People Page 17 of 29 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People at Glebe Lodge are able to make their concerns known and there are guidelines and procedures in place which protect from abuse, or, help to identify and stop abuse if it occurs. Evidence: We asked people at Glebe Lodge about whether they felt able to make a complaint. Each person spoken to said that they had no concerns or complaints. One person commented that If I were upset about anything I would talk to any member of staff. In the information returned to us the manager confirmed that Glebe Lodge has a complaints and concerns procedure. This was last reviewed in 2007 and so is now due to be reviewed again. Staff continue to receive in house adult protection training. Most staff have also completed the National Vocational Qualification in Care level 2 or above, and protection of vulnerable adults is an important element of this course. There have not been any POVA investigations since the previous inspection. A copy of the safeguarding policy is kept on display in the office and the information provides staff with clear instructions of the action they must take if they suspect abuse Care Homes for Older People Page 18 of 29 Evidence: of the residents. It was also noted that advocacy was discussed with residents at their meeting. This is good because it is important that people who use services are aware of their rights and what to do if they feel these have been breached. Care Homes for Older People Page 19 of 29 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The physical design and layout of Glebe Lodge meets the needs of the residents, the homes refurbishment timescale needs to made clear. Evidence: A tour of the home was completed. All area were clean and there were no unpleasant odours. There are two lounge areas and a large kitchen which are fully accessible. There is a refurbishment program which includes replacing and redecorating areas such as the toilets and small lounge. The number of toilets and bathing facilities were adapted and adapted. This includes a rise and fall bath. Grab and hand rails are also in place to assist with mobility. Soap and paper- towels were available in all toilet and bathroom areas so that people were encouraged to wash their hands and prevent the spread of germs. In the information returned to us the manager stated that the future plan for the home is to upgrade the communal areas. It would be beneficial if timescales were set in relation to completing these plans. Care Homes for Older People Page 20 of 29 Care Homes for Older People Page 21 of 29 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People at Glebe Lodge benefit from having staff who received appropriate training to do their jobs and who are employed using recruitment and selection processes that should safe guard against employing unsuitable people. Evidence: On the day of this inspection there were five members of staff, including the manager, providing support to 16 service users. Staff who returned the surveys assessed that there were usually enough staff on duty and there was no indicate that the service was understaffed. We found that staff working at Glebe Lodge had received training to prepare them for the work they did. In the information she returned to us the manager stated that 8 of the 13 care staff had achieved National Vocational Qualification in Care (NVQ) level 2 or above. Training records indicated that courses provided to staff since the previous inspection included: Protection of Vulnerable Adults, infection control, food hygiene, moving and handling, fire safety, first aid, Health and safety and control of substances hazardous to health. Staff who returned surveys all felt that the training they received kept them up to date with new ways of working. Comments from staff included: Training is something the manager is very keen on we are up to date with our training. Care Homes for Older People Page 22 of 29 Evidence: One person felt that, although induction training was given it would be useful to repeat some areas after people had gained more insight into working in the home. The manager stated that all staff were going to complete the Skills for Care Common Induction framework so that she could be sure that everyone had a baseline of knowledge in respect of new ways of working. The recruitment records for three people were examined and each contained documents and checks which confirmed that the recruitment and selection process is robust and protects against employing unsuitable people. Each file held two references from previous employers and Criminal Record Bureaux numbers were also on file. Care Homes for Older People Page 23 of 29 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People at Glebe Lodge benefit from management and administration systems that are professional, open and which promote the health and safety of people involved in the home. Evidence: We found the a new manager has been employed to run Glebe Lodge, she took up post on 01/10/2008. This person has not registered with the CSCI as it is company policy to have a settling in period before processing the application. Discussion with the manager indicated that she is experienced, in that, she was a deputy manager in a similar care home for 5 years before taking up her post at Glebe Lodge. She has the professional qualifications as she stated that these included National Vocational Qualification (NVQ) level 4 in Care; the Registered Managers Award and NVQ level 3 in Mental Health support. Discussion with the manager also showed that she had identified areas that needed to be improved such as the Care Homes for Older People Page 24 of 29 Evidence: information in care plans and additional specialist training for staff. We expect that the manager will complete the CSCI registration process as quickly as possible so that people are assured that manager of the home is of a calibre to do so safely. No formal quality monitoring has been completed since the previous inspection, however, residents and staff are given opportunities through meetings, to make their views known, and people said that they have influence over what happens in the home. For example in respect of the change in decor, outings and diet. We have not received any complaints about the running of the home and there is no indication that lack of quality monitoring has had a detrimental effect of those involved with Glebe Lodge. The way in which peoples money is managed by the home was looked at and we found that peoples personal finances was managed through robust system that provided a clear audit trail of expenditure. We found that the health and safety of staff and residents was promoted. The manager reported that all health and safety checks of equipment and appliances had been completed in keeping with the legal requirements. The electricity check, fire safety check and lifting equipment certificates were seen on the day of inspection. However the gas safety check certificate was not found. it is important that this certificate is found so that the manager can verify that the check has been completed to the agency responsible for monitoring compliance in this area. The manager needs to complete an analysis of falls an accidents in the home in order to ensure that if any common threads are identified intervention can take place to reduce the risk. The training calender indicated that all staff have received moving and handling training, and the majority of care staff have received infection control training. This would be improved if all staff attended an infection control course. Staff have also received food hygiene. Care Homes for Older People Page 25 of 29 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 26 of 29 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 1 31 9 The registered person must 22/05/2009 put forward a suitable candidate to the Commission for Social Care Inspection for the registered managers interview and vetting process. This so that we can assess their fitness to manage the home. This will assure people involved with the service that the person managing the home has been fully investigated, and is of a suitable calibre and competency to: run the service safely; is aware of their duties and is able to carry them out safely. Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations 1 7 The registered person should make sure that all needs identified in the assessments are transferred and dealt with Page 27 of 29 Care Homes for Older People in a care plan. This will make sure that staff are working in a consistent manner manner and in keeping with best practise in specific areas. The care plan will also take into account how people would like to be worked with and the expected result of the support provided. 2 7 The registered person should familiarise herself the Care Standard Act 2000 Regulation 37 so that she informs us of events and accidents that have occurred this is so that we can have an overview of the events in the home and steps taken to deal with them. The registered person should review and update the homes complaint procedure and consider providing it in different formats to make it more accessible to people using the service. The registered person should provide a timetabled schedule of work so that people involved with the home have an idea of when work will be completed and when they can begin to enjoy the new facilities. 3 16 4 19 Care Homes for Older People Page 28 of 29 Helpline: 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 We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 29 of 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!