Inspection on 11/02/09 for Haven Lodge Care Home

This inspection was carried out on 11th February 2009.

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

The inspector found no outstanding requirements from the previous inspection report, but made 12 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Haven Lodge Care Home 18/12/06

Haven Lodge Care Home 31/01/06

Haven Lodge Care Home 05/07/05

Haven Lodge Care Home 08/03/05

Haven Lodge Care Home 07/12/04

Haven Lodge Care Home 04/03/04

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 adults (18-65 years) Name: Address: Haven Lodge Care Home 2 Alexandra Street Sherwood Rise Nottingham NG5 1AY     The quality rating for this care home is:   one star adequate 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: David Litchfield     Date: 1 1 0 2 2 0 0 9 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. that people have said are important to them: They reflect the things 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 Adults (18-65 years) 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 Adults (18-65 years) Page 2 of 30 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 Adults (18-65 years) Page 3 of 30 Information about the care home Name of care home: Address: Haven Lodge Care Home 2 Alexandra Street Sherwood Rise Nottingham NG5 1AY 01159621675 01159109879 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : Mr Wesley John Stala care home 11 Number of places (if applicable): Under 65 Over 65 3 mental disorder, excluding learning disability or dementia Additional conditions: 11 The 3 named service users be accomodated within the establishment. A Variation must be submitted to CSCI for any additional out of category service users. Date of last inspection Brief description of the care home Haven Lodge is a three storey converted, semi-detached building, offering accommodation for up to 11 service users with mental health problems, 2 of whom are now over 65 years of age. (The registration has been amended to reflect that these individuals can be accommodated for as long as their needs continue to be met).The care home accommodation is on two floors, and there is no lift access to the secondfloor, this may pose difficulties for persons with physical mobility problems. There are 11 single bedrooms now that the double room has been converted to provide two single bedrooms. A variety of communal facilities are also provided. There is a garden area to the rear of the building and paved area to the front of the building. The home is situated in a mixed residential and office area, a short distance from the city centre. There are good transport links in the area. The senior care stated on 18/12/2006 that the fees for the service are 290GBP per week. Care Homes for Adults (18-65 years) Page 4 of 30 Care Homes for Adults (18-65 years) Page 5 of 30 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: one star adequate service Choice of home Individual needs and choices Lifestyle Personal and healthcare support Concerns, complaints and protection Environment Staffing Conduct and management of the home peterchart Poor Adequate Good Excellent How we did our inspection: Our last inspection of this service was on 12th December 2006. This unannounced inspection took place over one day in February 2009. We spent around eight hours at the service where we met with senior staff, care workers and people who use the service. The manager was not present on the day of our inspection. We asked the manager and staff about the service they provide to people, and about their knowledge and ability to do this. We looked in detail at the records of people who use the service to find out about what Care Homes for Adults (18-65 years) Page 6 of 30 information the service has about them, and where this came from. We looked at how people are involved in agreeing the support they receive and how the service checks if they are still happy or if things have changed. We also looked at staff files to check how the agency recruits its staff and makes sure that they are appropriately supervised and trained to provide support to people. We looked at the other records and information held by the service, such as how they keep people safe or how they respond to any complaints. We spoke with some people who use the service and asked them about their experience of the support they receive. We also spoke to family members about the service. We also used information we have received from the service since their last inspection and some surveys that people who use the service and staff completed for us. What the care home does well: What has improved since the last inspection? What they could do better: The documentation about the service must be up-to-date to provide people with accurate and current information. Peoples records continue to not fully detail all their needs and expectations, and they do not provide staff with clear guidance about exactly how people need and expect to be cared for. This has been made as a requirement previously and has only been partly met. Enforcement action may be taken if this is not fully responded to. Risks presented by individual needs or by the environment must be fully identified and responded to, with up-to-date information provided to the staff to ensure these risks are eliminated or reduced as appropriate. Confidentiality should be maintained with peoples private information. The complaints procedure should fully embrace negative information received about the service. There must be a duty roster kept of the staff working patterns so staffing numbers can be properly monitored. Staff checks should be properly completed before people are employed or undertake work with people. We have previously set requirements that staff must be full trained with a full record of this training. This has only partly been met. Enforcement action may be taken if this requirement is not completely met. Care Homes for Adults (18-65 years) Page 8 of 30 We must be provided with all the information we ask for from the service so that people can be confident its quality is monitored. Peoples finances held on their behalf should not be pooled but separately administered. 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 Adults (18-65 years) Page 9 of 30 Details of our 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) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Adults (18-65 years) Page 10 of 30 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, what they hope for and want to achieve, and the support they need. People can decide whether the care home can meet their support and accommodation needs. This is because they, and people close to them, can visit the home and get full, clear, accurate and up to date information. 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 the person 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 adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are not provided with up-to-date information about the service or have all their needs and expectations assessed, although they are fully supported through an introduction to the service. Evidence: We looked at the documents the service produces about its work. We found that one of the required documents called a statement of purpose was dated 2004 with some changes made in 2005. Staff confirmed that information contained about staff working at the home was no longer correct and we saw that it made a reference to an organisation that no longer existed. We asked to see the information provided to people considering using the service. We saw that this guide had also not been reviewed since 2004. We heard from a person using the service that I got a guide but I didnt want to keep it. We saw that the service has a policy for how to introduce new people. This said that Care Homes for Adults (18-65 years) Page 11 of 30 Evidence: people would be able to visit for different lengths of time while they decide what they want to do and while the service finds out more about them. We saw records that show this is what happens when new people come to visit the service, and we saw that the service tries to find out more about their needs and expectations during this period. One person using the service told us I came on three occasions, then stopped one night, then a weekend. I was cautious when I came, like it was too good to be true. Now Ive found out its true. We also heard the service had given advice about how to get an advocate. We saw that there is information recorded about peoples needs and expectations from the service. We saw that people have files containing information provided by their social worker, and further information established later by the service. We found written information about peoples personal care and health needs, along with other information about food preferences and other personal details. In some cases there was very little information about what made the person different from others such as cultural or religious information. Some needs were not clearly identified in written records. One person needed support around continence care but there was no clear information on exactly what the issues and support needs were around this, including the need for continence aids. In another case a person needed support around managing alcohol intake but there was very little information about this to explain about it to staff. However, we did find that staff were aware of these needs but it was not clearly documented to ensure that all workers including new staff gained this knowledge. Care Homes for Adults (18-65 years) Page 12 of 30 Individual needs and choices 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 needs and goals are met. The home has a plan of care that the person, or someone close to them, has been involved in making. People are able to make decisions about their life, including their finances, with support if they need it. This is because the staff promote their rights and choices. People are supported to take risks to enable them to stay independent. This is because the staff have appropriate information on which to base decisions. People are asked about, and are involved in, all aspects of life in the home. This is because the manager and staff offer them opportunities to participate in the day to day running of the home and enable them to influence key decisions. People are confident that the home handles information about them appropriately. This is because the home has clear policies and procedures that staff follow. 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. People do not have full plans of care showing staff exactly what is expected of them, but they exercise choice in their lives. Evidence: We looked at peoples plans of care to help staff understand exactly what people need and expect from their support. At our last inspection we made a requirement that peoples plans must detail how peoples needs and how to meet them. We found that while peoples files contained information about some needs it was not always clear exactly what staff were required to do for them. One example is a person that required support with continence pads but there was no information about this in their plans. Although we found staff were aware of this, no written information has been produced to explain exactly how to support the person with the pads although we did see that a nurse had been called about this. Care Homes for Adults (18-65 years) Page 13 of 30 Evidence: We did see some guidance about how to support this person with using the toilet but this guidance was on a piece of paper displayed on a kitchen cupboard. This information was visible to any person passing the kitchen door despite containing private information about the person. We pointed this out to a senior member of staff who removed it from the door. We found other examples of information about peoples care needs displayed in more private locations, but much of this was not dated, and not collated in one location making it difficult to clearly see all the support a person needed. Another person needed support with managing their alcohol intake. We heard from a senior member of staff how this is done but there was no written plan about this. We saw that the service periodically looks at peoples care needs to see if the support is working or not, including meetings with social workers. This indicated other support activities taking place but not detailed in a plan of care for staff to be able to follow. We looked at how risks are identified by the service and managed. We did see that this has taken place in the past with information in their files about how to manage the risks. We saw that the information was easy to understand and follow but in most cases it was not dated. We found some information was out of date, such as named social workers that have since changed. We also saw evidence that these records had not been reviewed for some time, in one case not since 2004. We heard from people using the service that they exercise choice in their lives. One telling us I get up when I want, go out when I want and go to bed when I want and another I do what I like, Im not restricted in any shape or form. Care Homes for Adults (18-65 years) Page 14 of 30 Lifestyle 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 can take part in activities that are appropriate to their age and culture and 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 and the home supports them to have appropriate personal, family and sexual relationships. People are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. Their dignity and rights are respected in their daily life. People have healthy, well-presented meals and snacks, at a time and place to suit them. People have opportunities to develop their social, emotional, communication and independent living skills. This is because the staff support their personal development. People choose and participate in suitable leisure activities. 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 spend their days according to their preferences and are supported to be involved in the life of the household. Evidence: We heard from people using the service that they spend their days as they wish. One told us I like to keep myself busy and another that I do what I want with my day. We heard from staff that routines are flexible, if a resident doesnt want his room cleaned at a certain time, you can arrange another. We heard that the service does not carry out structured activities with people, but heard from staff about more informal activities such as games when people what to do this. Staff told us that some residents go out during the day and we heard that one attends a day service. We heard from people using the service that they are able to Care Homes for Adults (18-65 years) Page 15 of 30 Evidence: involve themselves in the household saying I do the washing up and help with the shopping. We saw that other information is provided to people in the hallway with information about local religious facilities and other information about the local community and leaflets that may be of interest. We spoke to family members who told us that the service keeps them involved and that they are made welcome to visit people at the service. We looked at the food people eat and how this is organised. We heard that meals are planned on a daily basis with people free to eat alternatives when they want this. We observed an individual requesting a particular lunch on the day of our visit and heard from another that he is happy with the food. We saw that records are kept for two individuals with whom there are concerns around eating enough and that records are kept of what meals were produced. We saw that meals are varied and nutritious. Care Homes for Adults (18-65 years) Page 16 of 30 Personal and healthcare support 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 receive personal support from staff in the way they prefer and want. Their physical and emotional health needs are met because the home has procedures in place that staff follow. If people 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. If people are approaching the end of their life, the care home will respect their choices and help them to 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 are supported with their personal care and health care needs in a respectful way. Evidence: We heard from people using the service that staff treat me well and from another that staff are there for you. One person told us its a wonderful place to be and when we asked why that was they said the care. We found that although staff did not have access to sufficient information about peoples needs, they were knowledgeable about the support people required and could describe the support they gave people. Family members told us that the service manages behaviours and looks after them. We heard from a person that staff are always available if I need help or advice. We saw that records are kept of medical appointments and other care activities that take place. We saw that other professionals such as nurses and social workers are involved when appropriate. Care Homes for Adults (18-65 years) Page 17 of 30 Evidence: Staff told us they care and support each resident as an individual both mentally and physically and we observed staff treating people with dignity and respect. We saw that people are supported with their medication. We checked the records for this and found an example of medication that had not been signed for. It was established that this medication had been given. We found that there was extensive policies and guidance around medication. Care Homes for Adults (18-65 years) Page 18 of 30 Concerns, 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. Their concern is looked into and action taken to put things right. The care home safeguards people from abuse, neglect and self-harm and takes action to follow up any allegations. 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. Peoples concerns are responded to and they are kept safe. Evidence: We looked at how the service supports people to make complaints if unhappy. We heard from people using the service that Id see one of the staff. We saw that there is an up-to-date policy about how to complain and a record for noting information about any complaint. We heard that no complaints had been received directly by the service. On further enquiry we found that individual records about peoples care did include information about complaints that had not been recognised under the complaints procedure. We did find an example where a person had complained about the actions of another, and that this had been appropriately resolved and the complainant told about the actions taken. We received one complaint about the service, and this was promptly responded to by the manager. We looked at how the service keeps people safe from abuse. We found that not all staff had received training around this subject but those we spoke were able to describe how they would recognise the signs. We also heard that they would report any concerns to the manager and would report outside the organisation if they did not believe it was responded to properly. There have not been any concerns reported to the local authority for investigation. Care Homes for Adults (18-65 years) Page 19 of 30 Care Homes for Adults (18-65 years) Page 20 of 30 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, comfortable, 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. People have enough privacy when using toilets and bathrooms. 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 an well-maintained, homely environment. Evidence: We found that the home was generally clean and tidy, and in a good state of repair. We heard from people using the service that staff keep it clean everyday and from another that it is decorated well. We saw that a maintenance book, keeping track of any work needed with the date completed. We found that there was plenty of communal space for people. We looked at some peoples bedrooms and found that these were personalised to their own preferences. One person told us Im quite happy with my bedroom. We looked at how the service manages infection control and found that there is guidance around hand-washing and other related matters provided to staff. We saw that suitable facilities and equipment is provided such as different coloured mops to minimise the risk of contamination. We saw that food hygiene is managed well with food suitably dated and temperature checks made of the fridge and freezer. Care Homes for Adults (18-65 years) Page 21 of 30 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, qualified 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. People’s needs are met and they are supported because staff get the right training, supervision and support they need from their managers. People are supported by an effective staff team who understand and do what is expected of them. 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. People do not receive a service from staff who are fully trained or in all cases safely recruited. Evidence: We found that the service does not maintain a regular staff rota or record whether shifts took place as planned, although we saw that this had been done on occasions when there was a significant change such as Christmas. We heard from senior staff that they were aware of when people were working. We looked at records about how staff were first employed and about the checks made on them. We found that a new staff member had already started provided direct support to people but was still waiting for a full check on their criminal record. We heard from a senior member of staff that that person would only work full supervised until a satisfactory check had been received. We found another example of a person whose start date was earlier than the dates on required checks. We looked at what initial training new staff are given. We heard from staff that they worked with someone until I started shifts properly. We saw copies of a formal induction pack that is given to staff but were told that this is not formally signed off Care Homes for Adults (18-65 years) Page 22 of 30 Evidence: later. We looked at records of staff training. We made a requirement at our last inspection for the service to ensure staff are fully trained and a record is kept of their training. We found that some development had taken place around keeping records of training. Some of the files we looked at indicated that staff were trained in some areas but we found others needed to update their training so this requirement had not been fully met. We found that staff do not have private meetings with senior staff to discuss their performance or support needs. We did hear from staff that Im supported and asked regularly if Im alright. Care Homes for Adults (18-65 years) Page 23 of 30 Conduct and management of the 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 have confidence in the care home because it is run and managed appropriately. People’s opinions are central to how the home develops and reviews their practice, as the home has appropriate ways of making sure they continue to get things right. The environment is safe for people and staff because 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. They are safeguarded because the home follows clear financial and accounting procedures, keeps records appropriately and makes sure staff understand the way things should be done. 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. People receive a service that listens to their views but systems do not yet fully ensure ongoing improvement. Peoples finances are not managed appropriately and risks present in the environment are not fully identified and responded to. Evidence: We looked at how the service finds out about peoples experience of the service. At our last inspection we made a requirement for the service to develop a system for measuring this quality and we saw that efforts had been made to achieve this. We saw that questionnaires had been given to people asking them do you feel happy and do we meet all your needs. We saw that there is a suggestion box in the hallway although were told that this is not used. We heard from people using the service that they are listened to and family members told us they listen and theyd put it right. We saw that there is a policy about quality assurance telling people using the service that their views are wanted. However, it was unclear how this information was then used to develop the service and ensure its improvement. We heard from a senior member of staff that they had been seeking a method for doing this. We did hear that Care Homes for Adults (18-65 years) Page 24 of 30 Evidence: senior staff meet regularly to discuss issues but that no records are kept of this meeting. Before we visited we asked the service to complete a document about the actions taken by the service and their plans for the future. Many parts of this form were left blank or insufficiently completed and we had to ask the service to provide us with more information. We looked at how the service supports people with their finances. We made a requirement at our last inspection to ensure there was a system in place that clearly showed peoples money was managed in a way that could be audited. We saw that the service had put in place a system, but this system was pooling peoples money in one place with one record so it was not possible to separately identify which money belonged to which person, and whether it could be fully accounted for. We looked at how risks in the environment are identified and responded to. We found that water temperatures were checked to ensure that they were high enough to keep people safe from the risk of legionella, but we also found that this meant hot water came out of taps at a scalding temperature. We heard that no one had been scalded from these but that formal risk assessments had not been carried out to ensure that no individuals were in danger of injury. We also heard that there used to be warning signs about hot water but that these were no longer in place. Care Homes for Adults (18-65 years) Page 25 of 30 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 Adults (18-65 years) Page 26 of 30 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 1 4 There must be an up-to-date 11/06/2009 statement of purpose. This will ensure that people are provided with accurate information about the service. 2 1 2 There must be an assessment of all the needs and expectations of people using the service. This will ensure that people are confident their needs and expectations will be met. 11/06/2009 3 1 5 There must be an up-to-date 11/06/2009 guide to the care home provided to people using the service. This will ensure that people are provided with accurate information about the service. 4 6 15 There must be a written plan 11/06/2009 as to exactly how peoples needs are to be met. Page 27 of 30 Care Homes for Adults (18-65 years) This will ensure that people are supported in the way they need and expect. 5 9 13 There must be accurate identification and response to risks to the health or safety of people using the service. This will ensure that people are safe. 6 20 13 There must be arrangements for the recording, handling, safekeeping, safe administration and disposal of medicines received into the care home. This will ensure that people are supported safely with their medication. 7 33 17 There must be a duty roster of persons working at the care home and a record of whether the roster was actually worked. This will ensure that people are supported by sufficient staff numbers. 8 34 19 People must not work at the care home unless information is obtained as detailed in schedule 2. This will ensure that people are supported by staff who are safely recruited. 9 35 18 Staff must have received all the required training with a full record kept of this. 11/05/2009 11/06/2009 11/06/2009 11/06/2009 11/06/2009 Care Homes for Adults (18-65 years) Page 28 of 30 This will ensure people are supported by competent staff. 10 38 13 Unnecessary risks to health 11/06/2009 or safety of people should be identified and so far as possible elimated. This will ensure that people are safe. 11 39 24 Full information should be provided to us when requested. This will ensure that people receive a service whose quality is fully monitored. 12 43 17 Full and individual records 11/06/2009 must be kept about finances held on an individuals behalf and this money must not be pooled. This will ensure that peoples finances are safe and properly managed. 11/06/2009 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 10 Peoples personal care needs and other private information should not be made available to people who do not require that information. Complaints made by people should be recognised and treated under the complaints procedure. There should be continued development of the services systems for monitoring quality to ensure that information received leads to improvements. 2 3 22 39 Care Homes for Adults (18-65 years) Page 29 of 30 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. 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