Inspection on 18/04/08 for Hillbeck

This inspection was carried out on 18th April 2008.

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

The inspector found there to be outstanding requirements from the previous inspection report but made no statutory requirements on the home.

Other inspections for this house

Hillbeck 16/04/09

Hillbeck 17/12/07

Hillbeck 31/01/07

Hillbeck 06/12/05

Hillbeck 10/08/05

Hillbeck 23/02/05

Hillbeck 08/06/04

Extracts from inspection reports are licensed from CQC, this page was updated on 28/09/2008.

CARE HOMES FOR OLDER PEOPLE Hillbeck The Roundwell Bearsted Maidstone Kent ME14 4HN Lead Inspector Wendy Mills Unannounced Inspection 18th April 2008 12:30 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 Hillbeck DS0000039699.V361983.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. Hillbeck DS0000039699.V361983.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Hillbeck Address The Roundwell Bearsted Maidstone Kent ME14 4HN 01622 737847 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) ian@charinghealthcare.co.uk Charing Healthcare Ltd Post Vacant Care Home 40 Category(ies) of Dementia (0) registration, with number of places Hillbeck DS0000039699.V361983.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category of service only: Care home only - PC to service users of the following gender: Either whose primary care needs on admission to the home are within the following categories: 2. Dementia - DE The maximum number of service users who can be accommodated is: 40. 17th December 2007 Date of last inspection Brief Description of the Service: Hillbeck is a residential care home providing accommodation, personal care and support for up to forty older people who have difficulty managing aspects of their comprehension. The registered provider is a private company and has other similar homes in the region. The home is a property with accommodation on the ground and first floors. There is a passenger lift that gives access to the first floor and step-free access around the building. When full, there is provision for four of the bedrooms to be shared. Each bedroom has a private wash hand basin. Most bedrooms have en suite facilities and one has its own bath. There is a call bell system that helps people summon assistance when needed. There is a main lounge that leads onto the dining room. There are bathrooms and toilets on both floors. Hoists and other equipment are in place to assist those people who have difficulty need assistance to move. Outside there is ample car parking to the front of the home and a pleasant walled garden and patio to the rear. The home is situated in a quiet residential area approximately a mile from the centre of Bearsted village. There are two pubs, a small number of shops and a railway station in Bearsted and all amenities in the county town of Maidstone, which is about three miles away. A bus route runs past the home and there is easy access to the M20 motorway. Hillbeck DS0000039699.V361983.R01.S.doc Version 5.2 Page 5 The service users and their supporters are providers with useful information There is a Service Users’ Guide. This is a brochure that outlines the principal features of the facilities and services available in the Service. There is another document called the Statement of Purpose. This gives a more detailed account than does the Guide. There is a copy of the most recent Inspection Report from the Commission, available in the home. Further information can be obtained by contacting the manager for the home. The weekly fees range from £420 to £620.00. Hillbeck DS0000039699.V361983.R01.S.doc Version 5.2 Page 6 SUMMARY This is an overview of what the inspector found during the inspection. This visit was unannounced. This is called a “Key Unannounced Inspection” and forms part of the inspection process of the Commission for Social Care Inspection (CSCI) under the Regulations of the Care Standards Act 2000. This report has been compiled using information gained during this visit and information supplied prior to the visit from a variety of sources, including notifications of incidents, the views of relatives and health and social care professionals and the home’s Annual Quality Assurance Assessment (AQAA) that is required by the CSCI. The manager was on leave at the time of this visit but his deputy was available. During the visit time was spent with residents, their relatives and staff, talking to them both in private and informally. In-depth discussion was held with the deputy manager and later the manager gave further information during a telephone conversation. A tour of the home was made and documentation, including staff files and care plans, was examined. Direct and indirect observation were used throughout the visit. The residents and their relatives say that they are well cared for. They say they are able to make choices and that there is a good level of activities in the home. The home did not meet some of the requirements that were placed at the last inspection. These are made again at the end of this report, with extended timescales. The residents, their relatives, staff at the home, the deputy manager and the manager are all thanked for the welcome they gave and their help throughout this visit. Relatives, advocates and health and social care professionals are thanked for the information they supplied prior to this visit. The overall outcome for users of this service is adequate. What the service does well: The residents are treated with respect. Their privacy and dignity is preserved and the home actively promotes their health and well-being. The care at the home is good. Residents said that the staff are kind and caring. One relative said, “I can’t fault the care here”. Staff training is proactive and well organised. Staff were very positive about the training they have received. Hillbeck DS0000039699.V361983.R01.S.doc Version 5.2 Page 7 Staff morale is good. Residents and relatives all commented very positively about the staff and the quality of their care. The home provides a comfortable, spacious and clean environment and a homely, relaxed and friendly atmosphere. 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. Hillbeck DS0000039699.V361983.R01.S.doc Version 5.2 Page 8 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 Hillbeck DS0000039699.V361983.R01.S.doc Version 5.2 Page 9 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): 1&3 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home provides the service users, their relatives and supporters with the information they need so that they can make an informed decision about their choice of home. Comprehensive preadmission assessments are carried out. This means that only those people whose needs can be met and who are suitable are admitted to the home. EVIDENCE: The Statement of Purpose and Service User Guide are available to prospective service users and their relatives to help them to make an informed decision about living in the home. These documents are reviewed regularly. Hillbeck DS0000039699.V361983.R01.S.doc Version 5.2 Page 10 There was good evidence to show that good pre-admission assessments are carried out prior to a place being offered at the home. A comprehensive assessment form is contained in each care plan. The manager and deputy manager or senior carer go out to visit prospective residents to ensure that the home can meet their needs. Hillbeck DS0000039699.V361983.R01.S.doc Version 5.2 Page 11 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 good. This judgement has been made using available evidence including a visit to this service. The home promotes the health and well-being of the residents. This means that they can live as healthy and fulfilling life as possible. EVIDENCE: Residents and relatives said that the care staff are kind and caring and that care is provided in a reliable and consistent manner. There is a written plan of support for each service user. These are important documents. This is because they form one of the means by which the residents and their supporters can tell that they will receive their care in the manner of their choice. Also, the plans are a source of reference information for the care workers who need to ensure that they assist people in a consistent and appropriate manner. Four care plans were selected at random for detailed examination. They are well written and identify needs and choices. The plans are reviewed regularly or when needs change. Hillbeck DS0000039699.V361983.R01.S.doc Version 5.2 Page 12 A few omissions of date and signature were noted on some long assessments forms contained in the care plans but otherwise these documents were in very good order. They are well maintained and up-to–date. The home works hard to prevent accidents. For example, people who have difficulty getting about are offered assistance so that they do not take unnecessary risks. Assessments have been made of both environmental and individual risks and these are written in the care plans. There is a falls monitoring plan where the date and circumstances of each fall is recorded. This document could be strengthened by also recording the time of each fall. This is significant because there may be a pattern associated with the time of day. If this is known than measures, such as extra staff attention at those times, can be put in place to help prevent further falls. All residents are registered with local General Practices and are visited regularly by the doctor. The district nurse also visits the home and advises on specific treatments and undertakes other procedures such as blood tests and flu vaccines. Chiropody is also arranged and other health and social care professionals, such as physiotherapists and care managers, visit when necessary. There are sound policies and procedures for the management and administration of medicines in the home. Most of the medicines are supplied to the home in blister pack format. Staff are trained in the management and administration of medicines and inspection of staff files confirm that there are enough appropriately trained staff to administer medication. The Medicines Administration records (MAR) were in good order. Medicines are securely and appropriately stored. There is a medicines room and a medicines trolley. The large amount of medicines and creams prescribed for the residents means that the way they are stored and labelled must be well organised to prevent any risk of confusing one resident’s medicines with another’s. The organisation of medicines and creams stored in both the medicines room and the trolley could be improved. For example, there are no dividers on the shelves where individual medicines are stored. Although the actual medicines themselves are clearly labelled, the position on the shelf where they are stored is labelled by room number, not by the residents’ name. The storage of medicines both in the medicines rooms and the trolley should be reviewed to ensure that it is as clear as possible to all concerned which medicines belongs to each resident. The deputy manager said that medicines are reviewed by a local GP in conjunction with the home. She said that another review is due soon. It is strongly recommended that the home contact the local General Practitioners to Hillbeck DS0000039699.V361983.R01.S.doc Version 5.2 Page 13 organise a review in the near future. This will ensure that the residents are receiving the right medicines at the right doses. During the inspection staff were observed to be very respectful towards the residents. They worked to protect their privacy and dignity. Any prompts were given discretely and help was given gently. Hillbeck DS0000039699.V361983.R01.S.doc Version 5.2 Page 14 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 good. This judgement has been made using available evidence including a visit to this service. The home promotes activity, choice and freedom of movement of the residents. This helps them maintain their autonomy and independence for as long as possible. EVIDENCE: The residents are free to choose what to do each day. There is a relaxed atmosphere in the home and there are no unnecessary rules or routines. The residents were observed to move freely around the home and to sit where they wished. The layout of the communal areas is such that it provides plenty of spaces where small groups can sit together. There is also a quiet seating area for two in an alcove in the corridor. One resident said he likes to spend some time in his room with his newspapers, books and television. He also said he likes to take a daily walk in the surrounding area. Hillbeck DS0000039699.V361983.R01.S.doc Version 5.2 Page 15 An activities programme is in place and there is an activities coordinator who offers people the chance to do social things either in a one to one setting or as part of small groups. Staff were observed to spend time with individual residents, chatting with them and encouraging them with activities such as jigsaws. Residents participate in decision making in as far as they are able. They are encouraged to choose meals, what to wear, and what time they go to bed and get up. If more care staff were available, they could spend more time encouraging the residents to make choices and experience a greater variety in their lives. Outside there is a safe, walled garden and patio area. The home has recently obtained some large raised planters. The residents are looking forward to the better weather when they will be able to go outside and enjoy the sitting area and help to plant up the new containers. Spiritual needs are recorded in the care plans and the home supports residents to continue to practice their religion if they wish. Relatives said that the home helps the residents keep in touch with them and that they can visit any reasonable time. They said that the home is supportive to them and that they always feel welcome. The home can make arrangements for visitors to come at any time should the need arise. One relative said that that staff are always pleasant and helpful and keep her in touch with her mother’s progress. The residents said that they enjoy their meals and that they have plenty to eat. One relative said, “I know my mother is doing well, as she has put on weight”. There is a colourful and attractive menu board in the dining room to remind the residents of the choice of meals each day. Menus are varied and special dietary needs are catered for. The weight of each resident is monitored on a monthly basis. Any residents at risk of poor nutrition are weighed more frequently and food and fluid intake is recorded if indicated. Food supplements are available if required. Hillbeck DS0000039699.V361983.R01.S.doc Version 5.2 Page 16 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 adequate. This judgement has been made using available evidence including a visit to this service. There are sound complaints policies and procedures in place but the home needs to be more diligent in the recording of complaints and their outcomes. EVIDENCE: The home has a sound complaints policy and procedure. All residents and their relatives have access to this and a copy of the complaints procedure is included in the service user guide. Since the last inspection there has been one complaint that was sent directly to the registered provider. This has only recently been resolved and several of the concerns raised were found to have substance. It was disappointing to note that there was no record of the outcome of this complaint in the complaints log. The registered provider should ensure all formal complaints are dealt with fully and in a timely and supportive manner. When issues are raised that may involve safeguarding of vulnerable people, appropriate referrals should be made and a notification sent to CSCI. Staff were clear about the need to protect the residents from harm and they understood all the things that can constitute abuse. Hillbeck DS0000039699.V361983.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 adequate. This judgement has been made using available evidence including a visit to this service. The home is safe, pleasant and homely. There is an ongoing programme of environmental improvement that would benefit from being accelerated. EVIDENCE: There is a redecoration and refurbishment programme in place. There are plans to upgrade all the bathrooms and toilets and to redecorate the corridors using colour to help orientate those residents who may get confused by corridors that all look the same. It s strongly recommended that the registered providers hasten this programme so that residents can benefit as soon as possible from bathrooms that are bright and pleasant and from an environments that helps guide them to their rooms. Hillbeck DS0000039699.V361983.R01.S.doc Version 5.2 Page 18 It is very good to note that the home is taking the advice of a specialist in dementia care who has made suggestions about the environment as well as care and staff training. Most areas of the accommodation are homely and welcoming. There are some areas where paintwork and other decorative finishes have become rather worn. It is understood that there are plans to address this in the near future and it is strongly recommended that these environmental improvements take place within the next six months There is an automated fire detection and fire management system in place as well as an assessment of the adequacy of the fire safety practices in us. This means that the home has adequate fire safety precautions in place. The last inspection noted that the Department of Environmental Health had examined the kitchen and the food handling practices in use and had given the home a five star “excellent” rating. Residents and their relatives say that their home is kept comfortably warm. There are thermostatic controls on all hot water taps but the hot water in one downstairs bathroom was found to be unacceptable y hot on the day of inspection. The manager said he would look into this immediately. The laundry is well equipped and there are suitable arrangements in place to promote good standards of household hygiene, however, it was noted that there are tea and coffee making facilities for staff in the laundry itself. It is strongly recommended, in the interests of infection control and the health and safety of staff, that these be moved to the staff room. On the day of inspection the home was free from offensive odours, clean and uncluttered. Hillbeck DS0000039699.V361983.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 adequate. This judgement has been made using available evidence including a visit to this service. Staff morale and staff training are good. This means that the residents are cared for by a competent, caring and cheerful staff team. However, there are times when staff are under pressure due to the numbers of staff on duty. EVIDENCE: On the day of this visit there were only five care staff on duty. The senior care was acting as person-in –charge as neither the manager nor the deputy manager were present in the home. However, the deputy manager was on call and very kindly came in later to assist with the inspection. Rosters show that there should normally six care staff on duty throughout the day and four at night. In addition there are cleaners, a laundry assistant and a cook. Whilst the staff on duty at the time of inspection said they were able to meet the needs of the residents it left little time to spend quality time with them. There has been a significant staff turnover this year, mainly because the work permits of several overseas staff expired. This has meant that the home has had to recruit several new staff in a short space of time. Hillbeck DS0000039699.V361983.R01.S.doc Version 5.2 Page 20 The care staff operate a key worker system. This means that a named member of the care staff team takes responsibility for the communication about individual residents. They review their care plans in conjunction with a colleague on a monthly basis and ensure continuity of care for the residents for whom they have responsibilities. Staff say that they like this system as it allows them to ensure the best care for the residents and allows them to really get to know individual residents really well. Discussion with staff showed that they have a clear understanding of their roles and responsibilities. They said that they like working in the home and that they have received appropriate training to help them do their jobs Staff said that they fell they work well as a part of a team and that they have the best interests of the residents at heart. They spoke very positively about the training and advice they have recently received from a specialist adviser in dementia care. The registered provider has employed the advisor to advise on all aspects of dementia care and to increase awareness of the needs of people with failing mental capacity. Inspection of staff files showed a good level of training taking place both in statutory areas such as manual handling and fire training and in specialist areas such as diabetes and dementia. Regular one-to-one supervision takes place and training needs are identified partly through these sessions. It was very good to note that training in dementia has also been provided for the managers and that the manager. In addition, the manager and deputy manager have attended staff training sessions so they are aware of what the staff are being taught. The recruitment files were sampled during the inspection. These contained employment documentation and included a completed application form, written references, employment history, and Criminal Records Bureau (CRB) disclosure number. Records showed that all appropriate pre-employment checks have been made. Hillbeck DS0000039699.V361983.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 adequate. This judgement has been made using available evidence including a visit to this service The home is adequately managed. EVIDENCE: There are clear organisational structures. There have been some recent changes in the management of the home. The registered providers have told us that they will be writing to us to tell us what arrangements they intend to put in place to ensure the home is safe whilst a new manager is recruited. The registered provider must ensure that any new manager, once in post, apply for registration with the CSCI within a reasonable time scale. The application should be made not be more that six months after the appointment in accordance with Regulation 11 of the care standards Act 2000. Hillbeck DS0000039699.V361983.R01.S.doc Version 5.2 Page 22 Although staff say that day-to-day communication within the home is good, one relative said that they did not feel that they were listened to. The way the registered provider dealt with a serious and complex complaint, as described in the section on complaints and protection, (Standards 16 and 18) showed that a serious safeguarding issue had been missed. In addition, there was poor recording of this complaint. If the service does not properly record complaints and their outcomes it will not be able to learn from previous experiences and to improve things for the future. Suitable arrangements are in place to assist some residents to manage their personal spending allowances. There are various written policies and procedures. These are designed to help members of staff when responding to potentially difficult or complicated situations. There are clear health and safety policies and procedures in place. Regular reviews of the premises are made. This is done so that any significant environmental risks to health and safety can be identified and addressed Hillbeck DS0000039699.V361983.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 3 X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 2 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 2 17 X 18 2 2 X X X X X X 3 STAFFING Standard No Score 27 2 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 2 X 2 X 3 X X 3 Hillbeck DS0000039699.V361983.R01.S.doc Version 5.2 Page 24 Are there any outstanding requirements from the last inspection? YES 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 OP31 Regulation 8 Requirement The Registered Provider should submit to the Commission someone to be registered in the post of manager of the Service (This Required Development is outstanding from the last inspection report. It should have been completed by 07/04/07 but as we have been told that the current manager resigned in April 2008 the timescale for action has been extended). Timescale for action 01/09/08 2. OP19 23 The Registered Provider should 01/06/08 ensure that the unfinished surfaces in the ground floor shower room and in the ground floor bathroom are presented to a normal domestic standard. (This required development is outstanding from the last inspection. It should have been completed by 01/02/08 and is now given an extended timescale) The registered provider to supply 01/07/08 the Commission with a summary DS0000039699.V361983.R01.S.doc Version 5.2 Page 25 3 Hillbeck OP16 22 4 OP27 18 of complaints made during the last twelve months and the action taken in response. The service to ensure that there are adequate numbers of suitable trained staff on duty at all times 01/06/08 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 Refer to Standard OP19 Good Practice Recommendations The service should ensure that its environmental development programme is kept to schedule. Hillbeck DS0000039699.V361983.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Maidstone Office The Oast Hermitage Court Hermitage Lane Maidstone ME16 9NT 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 Hillbeck DS0000039699.V361983.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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