Inspection on 17/11/08 for Gosberton House Nursing Home

This inspection was carried out on 17th November 2008.

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

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

Other inspections for this house

Gosberton House Nursing Home 20/11/06

Gosberton House Nursing Home 26/02/06

Gosberton House Nursing Home 04/07/05

Gosberton House Nursing Home 11/03/05

Gosberton House Nursing Home 07/05/04

Extracts from inspection reports are licensed from CQC, this page was updated on 29/01/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Gosberton House Nursing Home Westhorpe Road Gosberton Spalding Lincs PE11 4EW     The quality rating for this care home is:   three star excellent 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: Tobias Payne     Date: 1 7 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 28 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2008) 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 28 Information about the care home Name of care home: Address: Gosberton House Nursing Home Westhorpe Road Gosberton Spalding Lincs PE11 4EW 01775840581 01775841298 caregosbertonhouse@yahoo.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Mrs Charlotte Elizabeth Molesworth Type of registration: Number of places registered: Mr Gordon Lee,Mrs Violet Bessie Lee care home 51 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category physical disability Additional conditions: The maximum number of service users to be accommodated in the home is: 51. The registered person may provide the following category of service only: Care home with nursing - Code N to service users of the following gender: Either whose primary care needs on admission are within the following categories: Old age , not falling within any other category - Code OP. Physical disability - Code PD - of the following age range - 50 and 65 years. Date of last inspection Brief description of the care home Gosberton House is a care home providing nursing and personal care for up to 51 older people and people with a physical disability. On the day of our inspection visit there were 46 people in the home. The owners are Mr and Mrs Lee. Mrs Janet Eastgate is Care Homes for Older People Page 4 of 28 Over 65 51 0 0 51 Brief description of the care home responsible for the day-to-day administration of the home and works closely with the manager of the home who is Mrs Charlotte Molesworth. The home is in landscaped grounds with a summer house, a japanese garden, patio and seating areas in a quiet area of Gosberton village, which is some 6 miles from the market town of Spalding. The local church is next to the home and there are footpaths to the local amenities such as post office, shops and pub. Car parking is available at the front and rear of the home. The home was opened in 1989 with a ground floor extension (the Heesom wing) with en-suite single bedrooms, built in 2000 to provide further bedroom and communal areas. The original building is a converted grade II listed building with the second floor providing space for administration services. The home has 80 of rooms as single bedrooms and lounge and dining areas. A passenger lift is in place to serve the ground and first floors of the home. The fees at our inspection visit on the 17/11/2008 ranged from £351 to £534 each week. Extra costs were for hairdressing which ranged from £3.50 to £20 and chiropody £15 to £18. Information about the home including the statement of purpose, service users guide and a copy of the last inspection report can be obtained from the management team. It can also be found at the entrance to the home and throughout the home as well as on the internet at www.gosbertonhouse.co.uk. This information can be provided in large print, DVD and Braille. It can also be translated into other languages. Care Homes for Older People Page 5 of 28 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: three star excellent 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: This key inspection was unannounced and started at 8.30 am. It was undertaken using a review of all the information available to us about Gosberton House Care Home. It took place over 6.5 hours. We spoke with 11 residents, 6 staff, the manager and administrator for the home. The main method of inspection was called case tracking. This involved selecting 2 residents and tracking the care they received through the checking of records, discussion with them, the care staff and observation of their care. We also examined the annual quality assurance assessment (AQAA) that was sent to us by the manager before this key inspection. The AQAA is a self-assessment that Care Homes for Older People Page 6 of 28 focuses on how well outcomes are being met for people using the service. It also gave us some numerical information about the home. It was very clear and detailed. Before making our visit we asked the people who live there to send us comments about the support they receive. We received comment cards from 2 relatives on behalf of the people living in the home. All comments were positive. We also received positive comments from 2 staff. What the care home does well: What has improved since the last inspection? What they could do better: 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 Care Homes for Older People Page 8 of 28 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 28 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 28 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People living at this home receive clear and detailed information in many forms to suit their needs to enable them or their relative/advocate to make an informed choice as to whether or not they wish to live in this home. Where a person is referred to the home they receive an assessment to ensure that their needs can be met. Evidence: The provider had a statement of purpose and service users guide including a copy of our last inspection report. Each person had a copy in their bedrooms which gave information about the home. This information could be provided in large print, Braille and in DVD. It could also be translated into other languages on request. There was a detailed admission procedure, which described the needs of the people coming into the home. Each person received a detailed contract explaining the terms and conditions when coming into the home. Care Homes for Older People Page 11 of 28 Evidence: All were assessed before entering the home by the manager and written confirmation was sent to them that the home was able to meet their needs. The home did not provide intermediate care. Care Homes for Older People Page 12 of 28 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. There is a care planning system in this home, which supports people to make decisions for themselves and be independent with the support and guidance of staff. Medication is safely given by staff who know what they are doing and are safe in their practise. Evidence: Each person had a care plan outlining their care and support. These care plans had space for individual needs to be hand written but then had a pre-printed list of possible interventions which were then highlighted. The care plan had been produced wherever possible with the involvement of the person, their family/advocate and other relevant people. The care records included a profile of each person, assessment details, dependency assesment, care plan, progress sheet, care plan summary, plan of activities, risk assesments, nutritional assessment (a copy of which was sent to the kitchen), doctors notes and diagnostic investigation. Records were signed and dated. We looked in depth at 4 care plans. Two records we looked at had very clear information about the way staff could care and support the Care Homes for Older People Page 13 of 28 Evidence: person. However 2 others did not give enough clear details about how the care and support should be delivered. We found there was some inconsistency in the way staff completed care plans. We advised that this needed further development to focus more on each person and also involve each person in identifying their needs. We spoke with the manager about the care plans and it was acknowledged that they needed further development to include a mental capacity assessment and agreed for further training to be provided. The provider had detailed policies and procedures about accessing personal records, confidentiality and data protection. We were told that Staff were trained to respect confidences. We saw that each person also had a key worker and this information was placed on a notice on the door of each room. Choice and decision making was shown in the care plans. The people were given choice concerning their interests activities and lifestyle. Where required, people living in the home were referred to GPs, Community Nurse, Community Psychiatric Nurse, Tissue Viability Nurse, Continence Nurse, Physiotherapist, Opticians, Dentist and Chiropodist. The service had Link Nurses who specialised in tissue viability, infection control, continence, diabetes, respiratory and heart failure and palliative care. They met up with other nurses and promoted up to date practice in consultation with the Lincolnshire Teaching Primary Healthcare NHS Trust. The manager was co-ordinating the introduction of a nationally recognised framework for palliative care. Records we looked at showed that where possible people who live in the home were supported to take their own medication. We found during our visit that everyone needed some level of support to take their medicines safely and that this was clearly recorded. Nurses and senior care assistants administered medication. The manager assessed each person before they were considered safe to administer medication. The manager carried out a weekly audit of medication to monitor safe practice. The provider also arranged for an external audit of medication practice to be carried out in January 2008. The report showed the administration of medication was handled in a professional and safe manner. People told us they were satisfied with the way staff cared for them and had confidence in the staff. We saw staff asking if the people were alright and did they need anything. People commented, the staff are very good and attentive, I find them very helpful, courteous and friendly and they always respect my dignity. Care Homes for Older People Page 14 of 28 Care Homes for Older People Page 15 of 28 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. Social activities are varied, well managed, creative and provide daily stimulation and interest for people living in the home. Visitors are made to feel welcome and supported. People enjoy varied and nutritious meals. Evidence: On admission details of each persons interests were obtained in the form of a personal profile. We spoke with 2 visitors who told us they could visit when they wished to do so and always received a warm, friendly welcome and were satisfied with the care and approach of staff. They also felt they could talk to staff or the management if they had any concerns or worries. There was a written programme of activities, which was displayed on the notice boards at the entrance to the large lounge and in the entrance to the home. A full time diversional therapist was employed who provided a range of activities in consultation with the people living in the home. We saw that there was to be a Care Homes for Older People Page 16 of 28 Evidence: residents meeting on the 7/12/2008, and Christmas Bingo on the 3/12/2008. There was information about the local church services. Each person was given a copy of the activity programme each month. There was also a menss club. South Holland District Council awarded the home 2 tullips stars (good) following an inspection, in recognition of the catering service provided. During our inspection visit we saw lunch being served in the dining rooms with tables with clean table cloths. Staff were assisting those people who needed assistance in a calm mannner sitting by the side of each person talking kindly and encouraging each person. People we spoke with were complimentary about the food. The menu was displayed on the wall outside the dining rooms. Records of individual needs, likes and dislikes were available to the catering staff. Menus showed a varied and balanced diet was offered. A food safety and nutrition policy was available. Comments included, the food is very enjoyable and beautifully cooked, I find the food very tasty and we get plenty of choice. Care Homes for Older People Page 17 of 28 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 know how to make a complaint and feel that staff will listen to their views. The care team know how to respond to a complaint and how to act in order to protect people from abuse. They are protected from abuse by correct and safe recruitment procedures. Evidence: Each person received a copy of the complaints procedure in the statement of purpose and service users guide. This could be provided in a number of different formats to suit the needs of the people. The complaints procedure was also displayed in each bedroom and in the entrance to each foyer. There is also a comment book available. They had received 5 complaints all of which were investigated using their complaints procedure. In addtion we were told that their quality audits and surveys of the people living in the home and one to one conversations confimed any complaints were dealt with in a satisfactory manner. No complaints had been received by the Commission since the last inspection and there had been no safe guarding adults concerns. During our visit none of the people living in the home, visitors or staff had any complaints about the home and told us that they could discuss any concerns with staff or the management. Staff also knew what to do if they received a complaint from a person living in the home. Care Homes for Older People Page 18 of 28 Evidence: We saw that staff were correctly recruited including a check by the criminal records bureau (CRB). The service had clear safe guarding adults policies and a copy of Lincolnshires Adult Protection Procedures. During their induction each member of staff received information about abuse prevention. Three staff were asked what constituted abuse and all knew their role and what abuse was. They told us also that they received regular refresher training to ensure their knowledge was up to date Care Homes for Older People Page 19 of 28 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People live in comfortable, safe, clean and well maintained accommodation. Evidence: During our visit people told us that the home was comfortable, always clean and there was never any odour. People told us they were satisfied with the decoration and cleanliness of the home. They also spoke of how they liked their bedrooms. They were encouraged to bring into the home small items of furniture, television, pictures and personal items. The provider had just completed a 4 year refurbishment programme. The home now provided 80 percent of bedrooms which were single. The AQAA provided by the manager showed that routine maintenance took place with the aid of the employed maintenance person and a programme for refurbishment is in place. They have provided a summer house so that in warm weather the people could sit outside and enjoy the garden areas. They had a variety of hospital type high/low beds, alternating pressure mattresses and hoists to aid the diverse needs of the people living in the home. There was a loop system installed to aid those people who have hearing difficulties. There were call bell points installed and an additional one had been installed in the main dining room. We had been made aware of a concern before this inspection that a small number of Care Homes for Older People Page 20 of 28 Evidence: people had the call bell button looped around their wrist when sitting out of their beds to enable them to summon help via the cord attached to call point. We discussed this with the manager who acknowledged this and had as a result of this obtained written agreements from each person where this took place to show that they had made an individual and informed choice. The doors had locks to peoples rooms in order to give the people the choice to be private if they wished and keys could be made available on request. There was lockable storage in each room. Screening was available in all double rooms. Laundry facilities were located away from any food areas. Policies and procedures were in place for infection control and safe handling and disposal of clinical waste. They had commercial washing machines and tumble dryers as well as ironing equipment. Staff also had gloves and aprons and alcohol hand gel was being used to prevent infection and those entering and leaving the home were also asked to use it. People commented, I have a very comfortable room and my clothes are washed and returned to me in clean state, I am quite satisfied. Care Homes for Older People Page 21 of 28 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. There is a safely recruited, well-trained, supported staff team available who have the skills to meet the varying needs of the people living in the home. Evidence: People we spoke with did not express any worries about the level or availability of staff. During our inspection visit staff attended to the needs of the people promptly and in a calm and friendly manner. Comments we received included, staff are there if I need them and they know what they are doing. The manager told us that she monitored the dependency and varying needs of the people. There was a twilight shift from 7 pm to 12 midnight. We looked at the files for 2 new members of staff. Records were clear, detailed and included an application form, references and a check by the Criminal Records Bureau (CRB). On the day of our inspection a new member of staff was starting work in the home and undergoing a supported, structured induction by the training department. All staff went through a nationally recognised induction programme. There was a training co-ordinator and 4 National Vocational Qualifications assessors working at the Care Homes for Older People Page 22 of 28 Evidence: home. Policies were available for recruitment and disciplinary processes. There was separate training department with a large training room available on the top floor of the building and the service is accredited as a Royal College of Nursing resource centre and as a National Vocational Qualification (NVQ) training centre. In addition the home was registered with Anglia Ruskin University to provide placements for nursing students. The service had been reassessed for the nationally recognised Investor in People Award, which they have retained until a further review in 2009. They had achieved this in recognition of their commitment to the education of staff. Staff told us the training provided was very good. There continued to be a wide range of training provided. This included formal training in care to National Vocational Qualification standards. As a result of this 55 percent of staff had achieved NVQ level 2 and 2 staff were working towards this. In addtion 26 percent of staff had also achieved NVQ level 3 and 2 staff had nearly completed this. Records showed that staff training had included moving and handling, fire safety, health and safety, optical awareness, diabetes, palliative care, mouth care, stoma care and dementia and safe guarding adults. Comments from staff included, I went through a thorough induction, I have received alot of training and I enjoy trying to help the people. Care Homes for Older People Page 23 of 28 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People and staff benefit from the positive leadership of the management team. Management record systems show that peoples health, welfare, safety and choices are promoted. The management team ensures that the people living in the home have the opportunity to voice their views and opinions. The management uses feedback from questionnaires from a number of sources and quality assurance systems to make improvements. Evidence: The home has been in the same ownership for 20 years and the owners had active involvement in the management of the home. The manager was a registered nurse with experience in nursing practise and management. She had been the registered manager of the home since July 2007. She also had a management qualification and was an assessor. She was supported by an administrative team who provided the day to day business and financial support. There were up to date and reviewed detailed policies and procedures including clinical procedures, which enabled staff to deliver Care Homes for Older People Page 24 of 28 Evidence: care and support the people in the home. There was a policy on equality and diversity. There was nothing to show as a result of our inspection that the staff could not meet the diverse needs of the people living in the home. The AQAA completed by the manager was very detailed and comprehensive. Regular staff meetings were held. Staff told us that they felt valued and supported. Staff received regular supervision and an annual appraisal. Staff were seen to attend to the people in a confident, knowledgeable, and sensitive manner. During our visit we saw that there was a relaxed atmosphere. We received comments from the people in the home which included, I am very happy here, The home looks after my mother very well, the staff are trained well, the home tries to keep the people motivated with activities and the home tries to make the residents feel that it is their own home. Staff told us that the induction programme was very adequate and thorough, communication is very good and the home and everyone is very approachable, the interview was very professional and asked adequate questions relevant to todays nursing and the induction programme was very adequate and thorough. The provider also had comprehensive quality assurance procedures. The provider had obtained accreditation to internationally recognised quality assurance standard ISO 9001:2000. To achieve this standard we were told that they are required to have external audits by an independent accrediting body every 6 months. The management team have also been trained in quality auditing. Quality assurance audits were carried out throughout the year with an audit of the complete system over a 12 month period. They carry out an annual survey of people living in the home, their relatives and staff. The last survey of people in the home and their relatives took place in September 2008. In addition the manager carried out 6 monthly internal audits of medication and care plans. There was a comprehensive health and safety policy together with risk assessments. In addition staff had obtained various accredited health and safety qualifications. Information sheets and risk assessments were available for substances that were likely to cause a hazard. There were regular tests of the fire system as well as regular fire drills and monthly monitoring of hot water temperatures. There were also infection control policies and staff made use of alcohol hand gel bottles throughout the home to further prevent cross infection. Care Homes for Older People Page 25 of 28 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 28 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 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 3 The manager should ensure that each person has an assessment of their mental capacity in line with the Mental Capacity Act 2005. This will ensure that all the needs of the people coming into the home can be met. The manager should review the care plans to ensure that clear directions are included in all the care plans about how staff can meet the individual needs of the people living in the home. Whereever possible the manager and her staff should involve each person in identifying their needs in the care plan and also at the review of their care plan. Where identified suitable training should be provided for staff. This will ensure that a person centred service is provided. 2 7 Care Homes for Older People Page 27 of 28 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 © (2008) 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. 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