Inspection on 03/10/06 for Hillcrest - Beach Road

This inspection was carried out on 3rd October 2006.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Adequate. The way we rate inspection reports is consistent for all houses, though please be aware that this may be different from an official CSCI judgement.

The inspector found no outstanding requirements from the previous inspection report, but made 2 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Hillcrest - Beach Road 16/11/05

Hillcrest - Beach Road 29/07/05

Hillcrest - Beach Road 25/01/05

Hillcrest - Beach Road 01/07/04

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Thorndene

Insight - Eastchurch

Southfields

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Seabourne House

33 St John`s Church Road

Dovedale Court

Lyncol House

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

CARE HOME ADULTS 18-65 Hillcrest - Beach Road 61 Beach Road Littlehampton West Sussex BN17 5JH Lead Inspector Mrs M McCourt Key Unannounced Inspection 3rd October 2006 09:30 Hillcrest - Beach Road DS0000029869.V308738.R01.S.doc Version 5.2 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Hillcrest - Beach Road DS0000029869.V308738.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Adults 18-65. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Hillcrest - Beach Road DS0000029869.V308738.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Hillcrest - Beach Road Address 61 Beach Road Littlehampton West Sussex BN17 5JH 01243 531277 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) www.hillcrestcare.co.uk Hillcrest Care Limited Post Vacant Care Home 4 Category(ies) of Learning disability (4) registration, with number of places Hillcrest - Beach Road DS0000029869.V308738.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 16th November 2005 Brief Description of the Service: Hillcrest Beach Road is a care home registered to accommodate up to four service users in the category LD (Learning Disability). It is a semi-detached property with a small parking area to the front and a secluded garden to the rear. It is situated in a quiet road within easy walking distance of Littlehampton town centre and the sea front. The establishment offers comfortable and domestic accommodation with service users bedrooms being located on the first and second floors. Hillcrest Care Ltd owns the service and the registered manager’s post is currently vacant. Ms Jackie Cook has been employed in the role of the day to day running of the establishment. The responsible person on behalf of the company is Mr Richard Greenwell. Hillcrest - Beach Road DS0000029869.V308738.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. A key unannounced inspection was undertaken by one Inspector on Tuesday 3rd October 2006 and lasted a total of five and a half hours. Pre-inspection planning took approximately two days. A full tour of the building took place and included the observation of Health and Safety matters, hygiene issues, decorative order and a general overview of the atmosphere created within the home. Two staff members, the acting manager and a care manager were spoken to at the time of inspection. Case tracking was carried out by examination of relevant records and information held on the staff and residents. The Inspector was unable to talk to Service Users due to the nature of their disability, but was able to observe staff interaction. Policies and procedures were examined during the site visit. What the service does well: What has improved since the last inspection? Hillcrest - Beach Road DS0000029869.V308738.R01.S.doc Version 5.2 Page 6 The home does provide a good level of care for Service Users, and as this was the first inspection of this service undertaken by the Inspector, it was not possible to highlight any one standard that has improved. It was noted that the home is currently committed to providing a pleasant environment for Service Users, with the purchase of new flooring, and the promise of a new kitchen in the near future. 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. Hillcrest - Beach Road DS0000029869.V308738.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection Hillcrest - Beach Road DS0000029869.V308738.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 2, 4 and 5. The outcome for Service Users was found to be good. Prospective Service Users individual needs are assessed prior to admission. A Statement of Purpose is available to Service Users and visitors. The home should ensure a signed contract between the home and the Service User is in place, detailing breach of contract. EVIDENCE: Statement of Purpose and Service Users Guide are available, although not in a format suitable for the client group. Care management assessments are done prior to moving in and agreements were seen from respective placing authorities. Support plans are put into place on admission to the home, covering aspects of health, skills, personal care, activities, cultural needs, mobility, behaviour and so on. Admissions and referral procedures are in place. Hillcrest - Beach Road DS0000029869.V308738.R01.S.doc Version 5.2 Page 9 Care reviews are held every six months and are attended by family, the manager, key workers and relevant health professionals where required. Subjects covered include; health matters, leisure activities, development and so on. The Inspector looked at two Service Users files, both of which had received regular reviews at six monthly intervals. Contracts are available in the form of agreements, but unfortunately have not been filled in or signed. This is a pity as the document is a good example of a contract. The manager agreed to ensure all the Service Users files were looked at and any unsigned agreements to be signed by the Service User or a representative. Hillcrest - Beach Road DS0000029869.V308738.R01.S.doc Version 5.2 Page 10 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7 and 9. The outcome for Service Users was found to be good. The home supports Service Users to take responsible risks within the scope of their disabilities. Risk assessments need to be up-dated and reviewed on a regular basis. Service Users are provided with support plans detailing their individual requirements and needs. EVIDENCE: Risk assessments are in place for various activities; swimming, travelling in the car, being in and around the kitchen, and so on. The assessment forms are thorough, detailing information about any risk identified. However, many of these have not been reviewed since October 2004. The manager said she is about to review every risk assessment to ensure they are still valid, and make any necessary amendments. Hillcrest - Beach Road DS0000029869.V308738.R01.S.doc Version 5.2 Page 11 It is not possible for Service Users to be involved in drawing up care plans, but the home does encourage input from key workers and family members. The Inspector also observed a social worker assisting the manager and staff to improve guidelines supporting one particular Service User. Local advocacy services have been used for specific matters. The Manager gave an example of a Service User who has regular access to an independent advocacy service from the local area. The advocate attends the Service User’s reviews and visits the home on a regular basis A missing persons procedure, with forms to be completed in the event of an unexplained absence, are available. Personal records are stored in metal, lockable filing cabinets, and these are located in the manager’s office, which is also lockable. Hillcrest - Beach Road DS0000029869.V308738.R01.S.doc Version 5.2 Page 12 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 11, 12, 13, 14, 15, 16 and 17. The outcome for Service Users was found to be good. Service Users are supported to access a range of activities despite their level of disability and are encouraged to regularly visit local community facilities and events, although the home should continue to seek opportunities to develop and learn life skills. Service Users are offered a healthy diet, which is maintained by the employment of a cook. EVIDENCE: None of the Service Users attend a day centre or college, instead the home tries to provide a full and varied activity rota on a weekly basis. According to staff there is a difficulty obtaining day centre placements due to the nature of the Service Users disabilities. However, the Inspector was of the opinion that at least one of the Service Users maybe eligible for a placement, if even partHillcrest - Beach Road DS0000029869.V308738.R01.S.doc Version 5.2 Page 13 time. There are concerns that the Service Users could become reliant on each others company, and therefore it is important that they are supported to access the wider community as individuals. The manager said that they do access the local community regularly, visiting local shops, the cinema, travelling on the train and so on. A weekly programme is on display in the office that shows that Service Users do access different activities independently. On the day of inspection one Service User had gone out on a ‘holiday day’, whilst the other three residents had gone out and about in the car together. The home was having the ground floor covering replaced, so it was necessary for all the Service Users to vacate the house. Specific guidelines are in place dealing with continence issues, health appointments, leisure activities, daily routines, physical intervention and so on. These are reviewed every six months and for those seen, they were up-todate. Service Users are supported to see relatives regularly, with some continuing to visit their families for weekend stays. Some Service Users will see their relatives/family in their own room, whilst others will use the communal spaces provided. Menus looked at are varied, nutritional and balanced and a record of meals eaten is kept. Hillcrest - Beach Road DS0000029869.V308738.R01.S.doc Version 5.2 Page 14 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19 and 20. The outcome for Service Users was found to be good. Service Users benefit from on-going care assessments, with reviews held every six months. Medication procedures are very good, with only minor discrepancies found. EVIDENCE: A key working system is in use at the home, with each Service User designated two key workers. Issues are discussed within team meetings and supervision. Monitoring and reviewing of specific health conditions does take place, with detailed records being held on individual files. Service Users have both a personal file that holds all relevant information about them and their specific needs, and in addition, a daily file that is used to monitor/record/review on a day-to-day basis. Hillcrest - Beach Road DS0000029869.V308738.R01.S.doc Version 5.2 Page 15 On the day of inspection a social worker was visiting the home to review guidelines in place for one specific Service User, and discussions were held with staff and the manager on how to improve these. The Inspector spoke with the social worker and was told that since the Service User, who he represents, has lived at the home, both his health and his behaviour have improved. In the past, two other placements had broken down and it was therefore important that the home could manage his care appropriately. The Inspector was told that staff do follow advice and guidelines and are generally more confident when working with the Service User. Medication is stored in a locked metal cabinet that is fixed to the wall and located within a locked cupboard. The home has a pharmacy contract with Boots and uses their dosage system. On examination of MAR sheets the Inspector found no gaps in signing and written records were excellent. The storage of medication was very tidy, although there was some stock piling of liquid medication. The manager was advised that quantities of tablets, i.e. paracetamol and Lorazepam, should be recorded so that there is a rolling stock record. The Inspector noted a good practice procedure whereby the home kept a control book for the Buccal Midazolam medication held. Hillcrest - Beach Road DS0000029869.V308738.R01.S.doc Version 5.2 Page 16 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 22 and 23. The outcome for Service Users was found to be adequate. An effective complaints procedure is in place at the home, although it should be provided in a format suitable for Service Users. Staff knowledge of adult protection procedures would benefit from appropriate Adult Protection training. EVIDENCE: The Commission has not received any complaints in respect of this service. The complaints policy and procedure were both available and are up-to-date, although the procedure could be provided in a format suitable for the client group. Discussions with the manager confirmed that at least one Service User would be able to understand an easy-read/makaton style format and she has agreed to look into this. A complaints file contains written responses to each complaint and there have been no new complaints logged since 2004. Records examined during the inspection found that only two staff members have been on Adult Protection training, and even this was directed more towards working with elderly people. Discussions with staff confirmed that their knowledge of Adult Protection issues is somewhat shaky, with poor understanding of the procedure to follow should abuse be suspected. The manager acknowledged that all staff should be trained and told the Inspector Hillcrest - Beach Road DS0000029869.V308738.R01.S.doc Version 5.2 Page 17 that she herself would benefit from some up-to-date training in the subject. The registered provider must ensure that appropriate steps are taken to remedy this situation and a requirement has been made in respect of this. The West Sussex County Council Adult Protection procedures are available at the home, although, as previously highlighted, staff were unaware of its presence or use. Hillcrest - Beach Road DS0000029869.V308738.R01.S.doc Version 5.2 Page 18 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 24, 25, 28 and 30. The outcome for Service Users was found to be good. Service Users live in a homely, comfortable and safe environment. It is nicely decorated throughout and is well maintained. EVIDENCE: Beach Road is a large semi-detached house with accommodation provided over three floors. It has been extended to, having recently had a large conservatory built on to the back of the property. Communal space is therefore plentiful, consisting of lounge, dining room, kitchen, time-out room, a conservatory that is used as an activity room and a good size garden area. On the day of inspection a new floor covering was being put down on the ground floor. The interior of the house was painted twelve months ago, giving it a bright, clean look and the manager said that monies have been set aside for a new kitchen to be purchased in November, including new cupboards, surfaces and so on. Hillcrest - Beach Road DS0000029869.V308738.R01.S.doc Version 5.2 Page 19 Individual rooms are decorated to suit personal taste and physical requirements. The Inspector noted that the exterior of the building could do with painting, as paintwork is peeling and old looking. The home has a designated laundry area and a red bag system is used for soiled items. Hand washing facilities are available within the laundry room. Hillcrest - Beach Road DS0000029869.V308738.R01.S.doc Version 5.2 Page 20 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 32, 34, 35 and 36. The outcome for Service Users was found to be good. Service Users are supported and protected by the home’s recruitment policy and practices. Service Users’ individual needs are met by a consistent and well trained staff team, although the registered person should ensure that all staff have been trained in Adult Protection procedures. EVIDENCE: The staffing rota sent with the Pre-Inspection Questionnaire showed that there are twelve permanent staff employed at the home and according to the document, only three staff have started work with the company within the last six months. The home has exceeded the standard for NVQ percentages, as eight staff hold at least NVQ level 2. Four staff work on an early shift, four on the late shift, with one staff member working a mid-morning during the week. The extra staff member is currently Hillcrest - Beach Road DS0000029869.V308738.R01.S.doc Version 5.2 Page 21 assisting a Service User with his ‘holiday-week’. Two waking night staff are on duty during the night shift. Staff meetings do take place on a regular basis, and minutes were seen for the last six meetings, dating back to February this year, covering Service Users issues, housekeeping, staff training and so on. Recruitment records were looked at and were found to contain all the necessary documents to ensure the safety of Service Users, including application forms, written references and CRB checks. Staff training is provided through the West Sussex Care Training Consortium (CTC) and a training calendar was provided to the Inspector with the PreInspection Questionnaire. Training needs are identified via annual appraisals and individual supervision sessions. As previously highlighted, adult protection training must be provided for all staff to ensure the safety of Service Users. Training includes mandatory and specific subjects, with access to a range of courses. On discussion with the manager, she told the Inspector that access to relevant training has already been ‘flagged-up’ because there is not enough availability for learning disability services and some courses do not offer enough places. Staff spoken with were very happy about the amount of training they receive. Staff are supervised on a regular basis, every 4 to 6 weeks. The Inspector saw a supervision timetable which shows supervision sessions to be scheduled in very regularly. Staff spoken with confirmed that they do receive regular supervision in which they can discuss anything they wish, such as Service Users issues, training needs, personal issues and so on. There are policies and procedures in place for dealing with aggression towards staff, with individual guidelines on how to work with Service Users who display challenging behaviour. Hillcrest - Beach Road DS0000029869.V308738.R01.S.doc Version 5.2 Page 22 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. Service users’ rights and best interests are safeguarded by the home’s record keeping policies and procedures. The health, safety and welfare of service users are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 37, 38, 39, 41 and 42. The outcome for Service Users was found to be adequate. Service Users and staff do benefit from a well managed home. The home should develop a quality assurance tool to ensure the views of people involved in the home are sought. Health, safety and welfare practices are generally good and provide protection for Service Users and staff, although the manager must ensure that all staff are up-to-date with their food hygiene and infection control training. EVIDENCE: The Registered Manager resigned his position in April 2006 and Jackie Cook took on the acting manager role, being successful at interview in August 2006. She is now the manager in day-to-day charge of the home and is currently Hillcrest - Beach Road DS0000029869.V308738.R01.S.doc Version 5.2 Page 23 waiting to be registered by CSCI. She has obtained NVQ 2, 3 and 4 and the RMA. Ms Cook has worked at Hillcrest Beach Road since February 2002, when it first opened, being employed as a senior support worker at that time. As part of regulation 26 visits, the home sends questionnaires out to all relatives, approximately every quarter. The manager said that it is difficult to obtain Service Users’ independent views due to the level of their disability, and judges their feelings about their care on how happy they appear to be. She said that it was possible to tell by their behaviours whether or not they were satisfied. The Inspector was of the opinion that at least one Service User could be asked about his satisfaction with the care provided, by using symbols for example. The manager agreed to explore this matter with staff and Service Users to see if something could be implemented from the home’s prospective. Policies and procedures are in place and up-to-date. Mandatory training is provided for all staff, but the Inspector noted that none of the staff had attended food hygiene training recently, despite the fact that they prepare the meals for Service Users, and infection control training was not on the company’s training programme. The registered provider must ensure that appropriate steps are taken to remedy this situation and a requirement has been made in respect of this. Generic risk assessments are in place covering various risks, and the home is currently reviewing and updating all of them. Accident records are kept and all incidents/accidents are logged and sent to the company’s head office. Figures for all the homes are then put into a graph that is then sent back to the individual homes for the managers to assess. All incidents are monitored by head office and action is taken as required. Fire records are kept, and show that drills, equipment testing and risk assessments are carried out regularly. The home has a contract in place for all fire equipment to be serviced. Hillcrest - Beach Road DS0000029869.V308738.R01.S.doc Version 5.2 Page 24 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 x 2 3 3 x 4 3 5 2 INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 2 23 1 ENVIRONMENT Standard No Score 24 3 25 3 26 x 27 x 28 3 29 x 30 3 STAFFING Standard No Score 31 3 32 3 33 x 34 3 35 2 36 4 CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 3 x 3 x LIFESTYLES Standard No Score 11 2 12 3 13 3 14 3 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 x 3 3 2 x 3 1 x Hillcrest - Beach Road DS0000029869.V308738.R01.S.doc Version 5.2 Page 25 Are there any outstanding requirements from the last inspection? STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1 Standard YA23 Regulation 12(6) Timescale for action The registered person shall make 31/01/07 arrangements, by training staff or by other measures, to prevent Service Users being harmed or suffering abuse or being placed at risk or harm of abuse. The registered person shall 31/01/07 ensure that the persons employed to work at the care home receive (i) training appropriate to the work they are to perform. Requirement 2 YA42 18(1)(c) 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 YA5 Good Practice Recommendations The Registered Manager develops and agrees with each prospective Service User a written and costed contract/statement of terms and conditions between the home and the Service User. 5.2 (v) – The contract specifies rights and responsibilities of both parties, and who is liable if there is a breach of contract. DS0000029869.V308738.R01.S.doc Version 5.2 Page 26 Hillcrest - Beach Road 2 3 YA11 YA22 4 YA39 Staff enable Service Users to have opportunities to maintain and develop social, emotional, communication and independent living skills. 22.3 – The home’s complaints procedure has been given and/or explained to each Service User in an appropriate language/format, including information for referring a complaint to the NCSC at any stage should the complainant wish to do so. 39.6 – Feedback is actively sought from Service Users about services provided through e.g. anonymous user satisfaction questionnaires and individual and group discussion, as well as evidence from records and life plans; and informs all planning and review. Hillcrest - Beach Road DS0000029869.V308738.R01.S.doc Version 5.2 Page 27 Commission for Social Care Inspection Southampton HO 4th Floor, Overline House Blechynden Terrace Southampton Hampshire SO15 1GW National Enquiry Line: 0845 015 0120 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 Hillcrest - Beach Road DS0000029869.V308738.R01.S.doc Version 5.2 Page 28 - 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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