Inspection on 14/11/06 for Hart House

This inspection was carried out on 14th November 2006.

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 no outstanding requirements from the previous inspection report, but made 4 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Hart House 13/11/08

Hart House 09/12/05

Hart House 23/03/05

Hart House 28/09/04

Hart House 26/01/04

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

CARE HOME ADULTS 18-65 Hart House 91 Hamstel Road Southend on Sea Essex SS2 4NF Lead Inspector Carolyn Delaney Unannounced Inspection 14th November 2006 14:00 Hart House DS0000039251.V320227.R01.S.doc Version 5.2 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 Hart House DS0000039251.V320227.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 Adults 18-65. 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. Hart House DS0000039251.V320227.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Hart House Address 91 Hamstel Road Southend on Sea Essex SS2 4NF 01702 619611 01702 619611 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) Mr Richard Jeremy Hart Mr Stephen David Hart Miss Helen Dawn Venning Care Home 8 Category(ies) of Dementia - over 65 years of age (2), Mental registration, with number disorder, excluding learning disability or of places dementia (8), Mental Disorder, excluding learning disability or dementia - over 65 years of age (2) Hart House DS0000039251.V320227.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 9th December 2005 Brief Description of the Service: Hart House provides accommodation for up to eight adults who have a diagnosed mental health disorder or illness including drug induced psychosis, schizophrenia and compulsive obsessive disorder. The home provides short-term rehabilitative care from six to eighteen months. However residents living at the home have been supported for longer periods according to their progress with treatment etc. Hart House is a residential style property situated close to Southend on Sea town centre. People living at the home have their own personal accommodation and access to attractive, homely communal areas, including lounge / diner, kitchen and a well-maintained garden. The fees charged by the home range from £800.31 - £1,013.74 per week. Hart House DS0000039251.V320227.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This was a routine unannounced key inspection carried out on 14th November 2006 between the hours of 14.00 and 18.00. Records including assessments, care plans, daily care notes and risk assessment documents in respect of two people living at the home were examined. Five residents and three members of staff were spoken with during the inspection. The relatives of each of the seven residents at the home were contacted by post so as to offer them the opportunity to make comments about the services provided by the home. Six residents completed and returned the questionnaires. A number of records including duty rota’s and staff recruitment files were examined. Records in respect of the maintenance of gas, electrical and fire safety systems and equipment were assessed. A tour of the premises was carried out. Key standards as identified in the intended outcomes sections of this report have been inspected. Other standards, which have not been assessed on this occasion, will have been inspected at the previous inspections. Reports in respect of previous inspections may be accessed via the Commissions website www.csci.org.uk. What the service does well: Hart House provides a well managed, comfortable and safe place for younger adults who have mental health needs to live and undergo a period of rehabilitation so as to on to lead more independent lives in the community. Before being offered a place at the home residents said that they had been provided with enough information so that they could decide whether the home would be suited to their needs. Each of the six residents who completed ‘Have your say about …’ surveys confirmed that they had been asked if they wished to move into the home. Hart House DS0000039251.V320227.R01.S.doc Version 5.2 Page 6 Each resident has a plan of care, which has been developed so as to assist residents with their planned programme. Care and treatment is reviewed on a regular basis. Residents are supported by staff who have been recruited robustly and provided with training; supervision and support so as to best meet their needs. Residents feel that staff listen to what they say and treat them in an appropriate manner. All of the people living at the home were contacted to give their views about the home. In addition their relatives, and health and social care professionals involved in residents care were contacted. Six residents, three relatives and five social care professionals responded. The majority of the comments made by these people about the home were very positive. What has improved since the last inspection? What they could do better: 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. Hart House DS0000039251.V320227.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection Hart House DS0000039251.V320227.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Each of these five standards were assessed. People who are living at Hart House feel that they have been enabled in making a decision about moving in. Both residents and those professionals involved in the Care Programme Approach to care are satisfied that the home meets resident’s needs. EVIDENCE: One individual has moved into the home since the last inspection. There was a detailed assessment of this person’s mental health and general needs carried out with the person before a place at the home was offered. This resident completed the ‘Have your say about…’ survey and stated that he had received enough information about the home so that he could decide if it would be the right place for him and also indicated that he was asked if he wanted to move into the home. There was a contract in place, which had been agreed with the home and this, resident in respect of the terms and conditions of placement and the expectations and responsibilities of both parties. Each of the other five people who have been residing at the home some time also said that they had received sufficient information and that they were asked if they wanted to move into the home. One resident said that he had spent a number of ‘trial days’ at the home before deciding to move in. Hart House DS0000039251.V320227.R01.S.doc Version 5.2 Page 9 Each of the three residents relatives who completed survey questionnaires stated that they were satisfied with the overall care provided by the home. Of the four health and social care professionals (social workers and social care practitioners) who completed comment cards, three said that they were satisfied with the overall care provided by the home and one said that they generally were. One practitioner said that the ‘services provided for at Hart House are the highest standard’. Another professional said that they ‘have been very impressed with the service provided’. One professional commented that in the past they had been contacted regarding a resident’s management, which in their opinion should have been within the homes capabilities to address. Hart House DS0000039251.V320227.R01.S.doc Version 5.2 Page 10 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Standards 6 – 9 have been inspected. Care plans are detailed, however could be more detailed in respect of the perceptions and expectations of residents. People living at the home are supported in making decisions and participating in all aspects of life at the home. More could be done so as to demonstrate that people living at the home are supported to take risks as part of an independent lifestyle. EVIDENCE: Care plans for two people living at the home were assessed. The needs in respect of mental health and wellbeing including any behaviour, which may have an adverse impact upon health etc, are clearly identified. The desired outcomes and objectives of the care plan were identified however the Hart House DS0000039251.V320227.R01.S.doc Version 5.2 Page 11 individuals perception of their needs, how these needs are to be met and their agreement to treatment and care were not recorded. For example where one resident who smokes cigarettes excessively staff have devised a programme whereby staff hold cigarettes on the residents behalf and he receives one cigarette per hour. On checking the care plans for this resident it was not clear the rational behind this and the residents agreement had not been sought and recorded. Each of the four health and social care professionals who completed surveys said that staff working at the home demonstrated a clear understanding of the needs of residents and that any specialist advice when given is incorporated into the residents care plan. Resident’s relatives who completed surveys also indicated that they were kept informed of important matters affecting residents and that where residents were unable to make decisions bout their care that as relatives they are consulted about this by the home. Where it had been identified that some residents abused illegal drugs the plan of care in respect of this had been developed with the input of the resident. Each of the six residents who completed ‘Have your say about…’ surveys said that they do what they wished during the day, the evening and at weekends. Residents are encouraged and supported in making decisions about their daily lives and where assistance is needed such as escorting residents when they access pursuits in the community etc. The aim of the home is to support and equip residents with the skills they need so as to move out of the home and live more independent lives. Therefore as part of the plan residents are encouraged to take responsibility for activities such as shopping and food preparation and laundry etc. Some residents are reluctant when participating in these activities and require a lot of encouragement and support. One resident made comments about the expectations of the home in respect of daily activities. Where risks to resident’s health and welfare have been identified assessments and management plans were developed. However it was not clear that people living at the home are supported in making decisions about, and taking risks as part of their daily lives. Hart House DS0000039251.V320227.R01.S.doc Version 5.2 Page 12 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Each of these standards were inspected. More could be done so as to ensure that all residents are provided with opportunities to participate in suitable social and recreational activities. People living at the home are supported in maintaining and developing relationships with family and friends. People living at the home are supported in taking responsibility for purchasing food and preparing nutritious meals. EVIDENCE: People living at the home are offered and supported in participating in opportunities available for self-development, including a wide range of courses at the local adult education college. A number of residents are undertaking Hart House DS0000039251.V320227.R01.S.doc Version 5.2 Page 13 computer literacy courses, mathematics and assertiveness courses. One resident is registered as a job seeker. None of the people living at the home are gainfully employed. A number of residents attend clubs etc and all are encouraged to participate in leisure and social pursuits outside of the home. One resident who completed the ‘Have your say about…’ survey said that there was no planned exercise programme available at the home. A residents relative commented that staff could do more to encourage residents to participate in ‘sporting activities’ This relative also commented that there was not much provided by the home in the way of activities and opportunities for stimulation. These views were shared with the homes manager. Since the last inspection a programme of activities including household chores, group and one –to-one activities has been developed. This could be further enhanced with the provision of opportunities for exercise and sporting activities. Each of the three residents relatives who completed surveys said that they were welcomed to the home at any time. Residents are encouraged to maintain links with family and friends and a number of residents spend weekends etc with their families. Three of the people living at the home purchase food and prepare meals independently as part of their rehabilitation programme. Residents are encouraged to eat healthy and nutritious foods and a variety of fresh fruits and vegetables are available. Hart House DS0000039251.V320227.R01.S.doc Version 5.2 Page 14 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Each of these key standards were inspected. People living at Hart House are provided with support in respect of their physical and emotional needs. Residents receive medicines as prescribed as part of their treatment programme in a safe manner in accordance with their individual needs. EVIDENCE: At the time of this inspection each of the people living at the home were selfcaring in respect of their personal care needs. Some people require prompting and encouragement to maintain an adequate level of personal hygiene and staff provide support and for these people as needed. Staff offer emotional support where necessary. Extra counselling and one to one support is offered when residents need this. Wherever they are capable residents are encouraged to take responsibility for managing their healthcare Hart House DS0000039251.V320227.R01.S.doc Version 5.2 Page 15 related appointments. A number of residents attend hospital / doctors appointments unaccompanied as part of their rehabilitation programme. Others are supported according to their particular needs. One resident retains control of his medicines and takes responsibility for taking medicines as prescribed. Staff regularly assess the effectiveness of this practice so as to minimise any risks. Residents who are known to use ‘recreational’ drugs are encouraged to undertake regular routine drug screening tests as part of their treatment programme. Staff working at the home assume responsibility for the safe storage and administration of medicines for the other people living at the home. Each of the four health and social care professionals who completed surveys said that resident’s medicines are appropriately managed by the home. Storage arrangements for medicines in the home are satisfactory and staff have received training in respect of the safe administration of medicines. Records in respect of resident’s medicines were sampled and were noted to be well maintained and kept up to date. Hart House DS0000039251.V320227.R01.S.doc Version 5.2 Page 16 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Both key standards were assessed. Residents, their families and healthcare professionals are aware of the homes arrangements for dealing with complaints and have not felt the needs to do so. Staff are trained and aware of the needs of vulnerable people and act so as to minimise the risk of abuse of these people. EVIDENCE: Hart House has a detailed policy and procedure in place for dealing with complaints made by residents or their representatives about the care and services provided by the home. The manager reported that there have been no complaints made since the last inspection. Of the six residents who completed ‘ Have your say about…’ all said that they were aware of how to make a complaint and who to speak to if they were not happy. One of the six residents stated that at times some staff could be disrespectful and hurtful but that they had not reported this, as they feared reprisals. When this person was spoken with during the course of the inspection they indicated that they felt confident that they could make complaints if they wished and that staff would treat them seriously. Hart House DS0000039251.V320227.R01.S.doc Version 5.2 Page 17 Each of the four health and social care professionals who completed surveys and the one who contacted the Commission by telephone said that they had not received any complaints about the home. Each of the three residents relatives who completed surveys indicated that they were aware of how to make complaints and that they had never had to complain. Hart House has a policy and procedure in place for dealing with protection of vulnerable people from abuse. All of the residents living at the home said that they were generally satisfied with the way they were treated by staff. One resident had indicated that some staff could be ‘disrespectful and hurtful’. All staff have received training and information in respect of protecting vulnerable people from abuse. Hart House DS0000039251.V320227.R01.S.doc Version 5.2 Page 18 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Both key standards were inspected. Hart House provides a safe, clean and homely environment, which is suited to the needs of the people who live at the home. EVIDENCE: Hart House is a residential dwelling, which has been furnished and decorated to a high standard. Residents have access to a modern, well-equipped kitchen and comfortable dining and lounge facilities. There is a dedicated laundry area. Five of the residents who completed ‘Have your say about…’ surveys said that the home was always clean and fresh and the other person said that it usually was. Hart House DS0000039251.V320227.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Standards 32 – 36 were inspected. Staff working at Hart House are provided with regular opportunities, support and supervision for developing their skills and updating their knowledge so as to best meet the needs of the people who live at the home. Procedures for the recruitment of staff to work at Hart House are consistent and robust so as to minimise risks to the people living at the home and to ensure a good and consistent level of care provision. EVIDENCE: There was evidence that staff undertake a variety of training and development courses including food hygiene, health and safety including fires safety awareness, dealing with aggression, understanding mental health issues and protection of vulnerable people and conflict management. Staff working at the home are provided with formal and recorded supervision sessions, which take place with the manager or deputy manager. Hart House DS0000039251.V320227.R01.S.doc Version 5.2 Page 20 Of the six residents who completed the ‘Have your say about…’ surveys three said that staff always treated them well and three indicated that staff usually did. Three new members of staff had been employed to work at the home since the last inspection, which was carried out in December 2005. The information in respect of the checks made prior to employing these people was assessed. Checks had been made in respect of each candidate’s previous employment histories, satisfactory references and Criminal Records Bureau disclosures and eligibility to live and work in the United Kingdom (where appropriate) had been undertaken prior to the person being offered employment at the home. All staff undertake a detailed induction including training in respect of their roles and the needs of the people living at the home. Hart House DS0000039251.V320227.R01.S.doc Version 5.2 Page 21 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. 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 are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Each of the key standards were inspected. The home is well run and managed in the interests of the people who live there. The home is managed so as to promote and protect the welfare, health and safety of residents and visitors to the home. EVIDENCE: The home is managed in an open and inclusive manner with residents being consulted and involved in decisions about the running of the home. Residents meet with staff on a very regular basis to discuss aspects of life at the home. Hart House DS0000039251.V320227.R01.S.doc Version 5.2 Page 22 The manager and deputy manager are available to discuss with residents any issues, which may arise. Regular visits in accordance with regulation 26 of the Care Homes Regulations are made by a consultant on behalf of the registered provider so as to assess the effectiveness and quality of the services provided by the home. As part of this process residents are invited to express their views about the home. At he time of this inspection the registered manager said that there was a formal process for obtaining views of residents, relatives and healthcare professionals about the quality of the services provided. There was no information available in respect of this at the time of this inspection however information has been provided to the Commission in respect of quality monitoring carried out in the past year. It is noted that the majority of comments made by residents, their relatives and health and social care professionals have been very positive. Records in respect of the maintenance of maintenance, repair and renewal of gas and fire safety systems and equipment at the home were assessed. Gas and electrical equipment is checked regularly, maintained and replaced as necessary. In accordance with current fire safety legislation a detailed assessment in respect risks of outbreak of fire at the home had been carried out. Regular inspection of fire safety detectors and equipment is carried out. Residents and staff participate in regular fire safety exercises. It is the policy of the home to check hot water temperatures for kitchen and bathrooms / ensuite facilities each week. It was noted that checks had not been made for a period of 3 months, however at the time of this inspection the risks to residents of burns / scalds is minimal. Hart House DS0000039251.V320227.R01.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 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 3 2 3 3 3 4 3 5 3 INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 2 ENVIRONMENT Standard No Score 24 3 25 X 26 X 27 X 28 X 29 X 30 3 STAFFING Standard No Score 31 X 32 3 33 3 34 3 35 3 36 3 CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 2 3 3 2 X LIFESTYLES Standard No Score 11 3 12 3 13 2 14 2 15 2 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 X 3 X 3 X X 2 X Hart House DS0000039251.V320227.R01.S.doc Version 5.2 Page 24 NO Are there any outstanding requirements from the last inspection? STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard YA6 Regulation 15 Requirement The registered persons must ensure that all care plans are, so far as it is practicable, developed with the individual who is to receive the care and support. The registered persons must ensure that as part of the care and rehabilitation programme suitable opportunities for appropriate social, leisure and recreational activities which are suited to the needs of people living at the home are provided /facilitated Timescale for action 30/12/06 2. YA12 YA13 YA14 12 30/12/06 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. 2. Refer to Standard YA9 YA20 Good Practice Recommendations Where people living at the home are facilitated in taking acceptable risks, as part of normal daily living this should be evidence. Where Medication Administration Records are handwritten DS0000039251.V320227.R01.S.doc Version 5.2 Page 25 Hart House 3. 4. YA23 YA42 it is recommended that these entries be checked and countersigned so as to minimise the risks of errors All staff should be mindful of how they speak to residents may be perceived. Regular checks in respect of hot water temperatures should be maintained as a matter of good practice so as to minimise risks to residents. Hart House DS0000039251.V320227.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection South Essex Local Office Kingswood House Baxter Avenue Southend on Sea Essex SS2 6BG 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 Hart House DS0000039251.V320227.R01.S.doc Version 5.2 Page 27 - 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. 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