Inspection on 22/08/07 for Heathlands

This inspection was carried out on 22nd August 2007.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Excellent. 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 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

Heathlands 12/01/10

Heathlands 10/11/09

Heathlands 06/10/09

Heathlands 05/05/09

Heathlands 06/06/06

Heathlands 28/12/05

Heathlands 16/08/05

Heathlands 04/01/05

Heathlands 09/06/04

Heathlands 09/02/04

Similar services:

Maple Lodge

Aston Court Nursing Home

Breme

Ravenhurst

Bank House

Inspirations

Westmead

Ashcroft Hollow Nursing Home

Extracts from inspection reports are licensed from CQC, this page was updated on 09/07/2008.

CARE HOMES FOR OLDER PEOPLE Heathlands Station Road Pershore Worcs WR10 1NG Lead Inspector Yvonne South Key Unannounced Inspection 22nd August 2007 08:15a X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Heathlands DS0000041859.V342686.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Heathlands DS0000041859.V342686.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Heathlands Address Station Road Pershore Worcs WR10 1NG 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) 01386 562220 01386 550409 heathlands@heart-of-england.co.uk www.heart-of-england.co.uk Heart of England Housing and Care Limited Candida Aloha Baker Care Home 60 Category(ies) of Dementia - over 65 years of age (60), Old age, registration, with number not falling within any other category (60), of places Physical disability over 65 years of age (60) Heathlands DS0000041859.V342686.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. The property is not used for any purpose other than that of a care home, without appropriate consultation and agreement from the CSCI. The home may accommodate three named people under the age of 65. 6th June 2006 Date of last inspection Brief Description of the Service: Heathlands is a purpose built home situated close to the town centre of Pershore. It is located within walking distance of the town centre where there are shops, restaurants, public houses, churches and good pubic transport. The home is built on two floors with a passenger lift to each floor and is arranged in units. All bedrooms are single and with en-suite toilets and showers. Adapted bathrooms are available on each floor and each unit has a communal lounge, dining and kitchenette facilities. The home is registered to provide a residential care and respite service for up to sixty older people who may have physical disabilities and/or mental health needs. A separate eight-bedded unit provides a service to older people with dementia type illnesses. A separate day care unit provides a service five days each week to older people living in the community The registered providers are Heart of England Housing and Care Ltd and the registered manager is Mrs Candida Baker. Information regarding the home is available in their Statement of Purpose and Service Users’ Guide. Copies of these and the inspection reports are available in the home’s reception and on request. Alternative formats can also be provided. 0n the 22.08.07 the fees for the home were quoted as between £1880 per month and £2000 per month. Additional charges are made for hairdressing, private chiropody, newspapers, transport, toiletries, holidays, continence products and dry cleaning. Heathlands DS0000041859.V342686.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This inspection incorporates information received by the Commission for Social Care Inspection (CSCI) since 06.06.06 and the information obtained during fieldwork on 22.08.07. The fieldwork extended over eight and a half hours during which the inspector spoke to six residents, and four staff. Three residents demonstrating a range of different needs were case tracked. Their care was assessed and their documents were inspected. A partial tour of the premises was undertaken. On 07.06.07 an Annual Quality Assurance Assessment (AQAA) document was sent to the registered persons. This was completed and returned to the CSCI. This document sought the registered manager’s opinion of the service provided, and data concerning the home. This was an unannounced key inspection, which focused on the key National Minimum Standards. What the service does well: The home provides a warm welcome to everyone who visits. Prospective residents and their families are welcomed and supported through the decision period. Care needs are well assessed before a place is offered so that no one moves into the home if their known care needs cannot be met. A resident/relative commented that the ‘pre-admission assessment was conducted by a lovely lady who was helpful, kind, open and honest’. The home is well supported by many health care professionals and communication between them is very good. Personal and health care is provided according to people’s needs and wishes. One doctor said that the improvement in his patient was ‘due to her being happy and relaxed in a good setting’. Medication is well managed and people who are able to be independent are supported to manage as much of their care as they wish and are able. The staff have been praised by the paramedics for their management of an emergency. An impressive range of in-house and community activities are arranged so that people always have opportunities to participate in events that interest them. Heathlands DS0000041859.V342686.R01.S.doc Version 5.2 Page 6 There are choices offered for every meal and the residents describe the food as ‘excellent’, ‘nice’ and ‘very good’. Special diets are catered for as necessary. The environment is clean, comfortable and well maintained. Special equipment is available for those who need help with mobility. The staff are well recruited and trained and the residents describe them as ‘nice’, ‘kind’, ‘helpful’ and ‘lovely’. There is a stable management and great attention is paid to health and safety to ensure no one comes to harm. 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. Heathlands DS0000041859.V342686.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Heathlands DS0000041859.V342686.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 3 (Standard 6 was not assessed, as the service is not offered in this home.) Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Information is available to assist people in their decision regarding admission to the home. They receive the support that they need. Their needs are assessed by someone from the home so that people are only offered a place if the home can provide the care that they need. Heathlands DS0000041859.V342686.R01.S.doc Version 5.2 Page 9 EVIDENCE: In the AQAA the manager stated that residents are assisted to make a choice regarding admission to the home through information in the Statement of Purpose and the Service Users’ Guide, a welcome pack, and a tour around the home. Pre admission assessments are undertaken and a tour around the home is offered. Trial stays are offered and contracts are agreed. At the time of the fieldwork it was observed that the documents mentioned above were readily available in the reception of the home. In addition there was a brochure for the home and other literature regarding the home and service including the home’s own news sheet. The care of three residents was assessed. One of the three had recently moved into the home. Their documents demonstrated that before they had moved in, each person had been visited by someone from the home and their needs had been assessed. The home had ensured that they were able to offer the care that was needed and the prospective resident and their supporters were able to ask any questions they had that would help them decide if they wished to move in. Community Care Assessments had been provided that contained further information and a ‘Moving In’ form demonstrated that communication with those concerned had been maintained and the offer of a visit had been made. The quality of the assessments had improved as the process had developed over the past years. It was acknowledged that sometimes all information could not be gathered at a first meeting and there needed to be a system to ensure that gaps were filled if the admission went ahead. A letter from an inquirer was seen that praised the home for the discussions that they had taken part in and the ‘superb’ way that questions had been answered. Heathlands DS0000041859.V342686.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9, 10 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. The assessments and care plans are detailed and regularly reviewed so that the staff have access to the information they need and so ensure the residents receive the personal and health care that they need. Medication is well managed so that the residents receive the medication they are prescribed safely to maintain and restore their health. EVIDENCE: In the AQAA the manager said that health and personal care was well provided through person centred plans that involved residents, and relatives where appropriate, care reviews, residents’ access to and the homes’ positive relationship with GP surgeries, district nurses, CPNs, pharmacists, and continence advisers, medication reviews, training and pharmacist’s visits, staff training, quality assurance, a key workers system, the use of advocates and involvement with support associations. Heathlands DS0000041859.V342686.R01.S.doc Version 5.2 Page 11 The three residents who were case tracked were selected to provide a variety of care needs and a gender mix. Two of the three records contained detailed care plans that had been appropriately reviewed. Risk assessments had been undertaken and care plans generated where necessary. The third record was less detailed and informative that the other two. There was little evidence of ongoing involvement by the residents, or with their consent their relatives, in the care planning process. It was suggested that if they did not wish to be fully involved with the reviews each month a brief contact could be made to ensure that they remained content with the care that was being provided. A record should be made of all such contacts. The records indicated that there were good links with the home informing CSCI of issues relating to ill health, hospital admissions, accidents and deaths. Links with a wide range of health care professionals were evidenced in the residents’ records. Daily records demonstrated that the care plans were being implemented and residents were receiving the personal and health care that they needed. Communication with relatives was frequently recorded. The management of medication was assessed. Storage was clean and secure and key security was good. There were non-medication items stored in the Controlled Drugs cupboard for security. These needed to be moved elsewhere. Eye drops and creams had not been dated when opened. This is necessary for infection control purposes, the medication has a short life once opened and to help stock control. The medication administration records (MAR) were well maintained. Difficulties with the previous pharmacist had prompted a change to Claremonts in Malvern and the use of a blister modular dosage system. The manager said that good support was now being received from the pharmacist and it was considered to be a safer system. Four medication errors had occurred during the last year. No one had been harmed and all had been investigated and appropriate action taken. Appropriate locks were fitted to toilets, bathrooms and residents’ bedrooms to ensure they could obtain privacy without risk of entrapment. Private phone calls could be made and received and some residents financed their own phone in their bedroom. Heathlands DS0000041859.V342686.R01.S.doc Version 5.2 Page 12 The post was delivered to the addressee unopened and assistance given if requested. Staff were observed to knock on doors and await a response and relate to the residents in a sensitive and courteous manner. Heathlands DS0000041859.V342686.R01.S.doc Version 5.2 Page 13 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14, 15 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Residents have opportunities to be involved in activities and events in the home and community so that they receive stimulation and can maintain their interests if they wish. Residents continue with their religious commitments as they wish. A choice of good quality nutritious food is provided so residents select and enjoy the food they prefer. EVIDENCE: In the AQAA the manager stated that residents had an involvement in how the home operated and how they chose to live their day. There were residents’ meetings, a residents’ representative, activity questionnaires, menu planning, 1:1 outings, fund raising and positive links with the community. A range of activities were provided such as pat-a-dog, coffee mornings, exercise classes. Heathlands DS0000041859.V342686.R01.S.doc Version 5.2 Page 14 It was observed that the residents’ records contained details of their interests and the events that they had chosen to participate in. Samples of the activities programme were available in the home and in the Statement of Purpose and Service Users’ Guide. Daily reminders were displayed on the notice boards around the home. There had been an increase in the community-based activities. There had been a speaker from Pershore Theatre, an exercise lady, Falls Awareness talk, Tai Chi, Tea dances, even ‘belly dancing’. Excursions into town were arranged each week. A letter was seen thanking the staff for an enjoyable boat trip. Currently all of the residents who professed a faith belonged to the Church of England. A Vicar called on the third Wednesday of each month and held a service for those who wished to attend. Personal visits were also made. The manager confirmed that when required religious representatives of other religions were contacted and made welcome. Several residents went out to church each week. One resident came from another country in her youth. She was able to speak fluent English and converse in her own language with two of the staff in the home. Occasionally the home was able to obtain a newspaper from her home country for her Residents confirmed that they were free to come and go as they pleased around the home and join in anything that took their fancy. One gentleman described the home as ‘a great place to live’. Others said that they liked to watch the television, read, do cross words and quizzes and enjoyed visits from their families. The food was described as very good. Nutritional assessments were undertaken for each person and special diets were provided when necessary. A menu choice was offered for each meal and residents were over heard making their selection with the support of a member of staff. Residents said that they enjoyed their food. One person said that it was ‘great’. Written thanks were seen for a lovely birthday party and catering. Care plans were specific regarding nutritional needs where required and information and training was provided for staff. Heathlands DS0000041859.V342686.R01.S.doc Version 5.2 Page 15 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16, 18 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. The home supports and enables people to raise any concerns they may have confidently and in the expectoration of a fair hearing and response Staff are well recruited and trained so that residents are not at risk from abuse. EVIDENCE: A copy of the complaints procedure was contained in the Statement of Purpose and the Service Users’ Guide. There were additional copies displayed around the home. The AQAA stated that twenty-eight complaints had been received during the previous twelve months and all had been substantiated. The records indicated that most of these had concerned general matters, five had concerned care, one house keeping and one catering. All had been investigated and responded to appropriately. Eleven general comments of appreciation were received during the same period, twenty praised the care and eight praised the catering. A monthly audit was undertaken and the registered provider’s head office was provided with a monthly analyses. Residents confirmed that they knew how to raise their concerns and it was apparent from the records that they were confident and raised issues when they wished. Heathlands DS0000041859.V342686.R01.S.doc Version 5.2 Page 16 One concern had been brought to the attention of the CSCI concerning the use of a television and licence. This was investigated and resolved. The records of three members of staff were assessed. It was clear that they had undergone an acceptable recruitment process and the required references had been taken up and checks made. Training records indicated that they had received training regarding the protection of vulnerable people. The manager stated in the AQAA that there was zero tolerance of abuse resulting in early referral to the Protection of Vulnerable Adults (PoVA) register. People on this register are not permitted to work in care homes. Heathlands DS0000041859.V342686.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19, 26 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Residents live in a clean well maintained and decorated home that meets their needs and wishes. Systems, equipment and training are in place that manage the risks of cross infection and protect the people in the home. EVIDENCE: A partial tour of the home was conducted. It was observed to be clean, well maintained, decorated and furnished. Some kitchenettes had suffered recently from flood damage and were scheduled to be refitted. The Allard unit had been completely redecorated, refurnished and carpeted since the last inspection. Heathlands DS0000041859.V342686.R01.S.doc Version 5.2 Page 18 Bedrooms were decorated with personal property so that each was individual to the occupant. The level garden was well laid out and maintained. There was an arbour for smokers to use and a large summerhouse. Several residents had motorised wheelchairs and facilities were available to recharge the batteries. The laundry was clean and tidy and appropriate equipment was provided. Liquid soap, disposable towels and personal protective equipment had been provided where required around the home and the home had a contract with a clinical waste disposal firm. The ‘Essential Steps to Safe Clean Care’ audit had been undertaken and the home had scored 100 . The manager said in the AQAA that the home already had in place the Health Act 2000 Code of Practice for Prevention and Control of Health Care Associated Infections and the Department of Health Infection Control Guidelines. Staff records demonstrated that they had received training in infection control. Heathlands DS0000041859.V342686.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29, 30 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Sufficient well-recruited and trained staff ensure that the residents receive the care they need and want. EVIDENCE: The manager stated in the AQAA that staff received personal support, counselling, training and induction, supervision and personal development reviews. There was an employee assistance programme, good recruitment practice and an internal and external code of practice. The ratio of staff to residents exceeded 1:8 and this exceeded the Residential Forum requirements. 80 of the staff had achieved or were working towards National Vocational Qualifications (NVQ) level 2. A new capability/sickness policy and procedure had been implemented. The General Social Care Code of Conduct (GSCC) was given in their own language for staff from other countries. The home employed staff from the Philippines, Russia, and Germany. They spoke good English and communication was not a problem. There was no religious or cultural support that was required from the home. Heathlands DS0000041859.V342686.R01.S.doc Version 5.2 Page 20 The care staff team numbered fifty-three people and there were twenty ancillary staff. Agency staff had not been used in the three months prior to the completion of the AQAA. Thirteen part time staff had left the home in the preceding twelve months. There were staff vacancies for two full time care assistants and interviews had been arranged. The induction-training programme met the National Minimum Standards and all new staff undertook the course. Records were maintained. The residents were all complimentary regarding the quality of the staff. Written comments included; ‘No requests are too demanding. Every effort is made for the well being of mother’. ‘Care with professionalism and kindness’. The staff were observed relating well to the residents, laughing and joking while treating them with respect. It was apparent that they were aware of their individual needs and provided the care that was needed. Heathlands DS0000041859.V342686.R01.S.doc Version 5.2 Page 21 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35, 38 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. The home is well managed with due attention to health and safety so that residents receive the personal, health and emotional care they need in a safe environment. EVIDENCE: The manager stated in the AQAA that she had the Registered Manager’s Award. Staff meetings were held, staff supervision and personal development reviews were on going. There was a commitment to equality and diversity and the application of the GSCC. Heathlands DS0000041859.V342686.R01.S.doc Version 5.2 Page 22 Quality was monitored and there was an annual home management plan. Policies and procedures were in place relating to residents’ finances and safe working practices. The Home manager and Care Service Manager were trained in health and safety. The home was well managed by a stable management team led by an experienced and well-trained manager. Good support was provided to the home by the registered provider. There was a rolling quality assurance system that included questionnaires from a selection of residents each month covering all aspects of the service. There were also resident, staff and relative meetings and suggestion boxes in the home. These all provided information that was used in assessing how well the service was working and how it could be improved and developed. In addition the manager had introduced personal quality visits with each resident on a regular basis. A wide range of regular checks and audits provided further information for an annual development review and plan. For example the care records were audited each month, as were the maintenance records. Residents’ personal money held in safekeeping was well managed with secure storage, computer records and paper records with signatures. Receipts were given for income and retained for expenditure. Staff confirmed that they received supervision from a senior on a regular basis and underwent an annual appraisal. Health and safety was well managed. The manager stated personally and in the AQAA that there was a monthly walkabout inspection of the home by herself and the hotel service manager, a regular maintenance programme, and an annual home management plan. Regular checks were made of aids and adaptations, the call bell system, fire system, and security. Records in the home confirmed this. They were well maintained and in good order. There was a manual of risk assessments for the home and service. These had been reviewed this year. Policies and procedures were also available. It was observed that a Fire Safety Risk Assessment had been undertaken and checks were regularly made of the fire detection and safety systems and equipment. Records also demonstrated that staff were receiving fire safety training and participating in fire drills. Heathlands DS0000041859.V342686.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 Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 4 X X X HEALTH AND PERSONAL CARE Standard No Score 7 4 8 4 9 4 10 4 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 4 14 4 15 4 COMPLAINTS AND PROTECTION Standard No Score 16 4 17 X 18 4 4 X X X X X X 4 STAFFING Standard No Score 27 4 28 4 29 4 30 4 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 4 4 3 X 3 X X 4 Heathlands DS0000041859.V342686.R01.S.doc Version 5.2 Page 24 Are there any outstanding requirements from the last inspection? NO 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. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations Heathlands DS0000041859.V342686.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection Worcester Local Office Commission for Social Care Inspection The Coach House John Comyn Drive Perdiswell Park, Droitwich Road Worcester WR3 7NW 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 Heathlands DS0000041859.V342686.R01.S.doc Version 5.2 Page 26 - 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. 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