Inspection on 15/05/07 for Hillcrest (Smethwick)

This inspection was carried out on 15th May 2007.

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

The inspector 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

Hillcrest (Smethwick) 05/09/06

Hillcrest (Smethwick) 14/02/06

Hillcrest (Smethwick) 16/12/05

Hillcrest (Smethwick) 31/03/05

Hillcrest (Smethwick) 21/10/04

Hillcrest (Smethwick) 20/03/04

Similar services:

Polesworth Group Friary Road

Polesworth Group Pooley Heights

Polesworth Group 32 Station Road

Polesworth Group 70 Long Street

Breme

Polesworth Group 64 Long Street

Polesworth Group 68 Long Street

10 Whitfield Avenue

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

CARE HOME ADULTS 18-65 Hillcrest 13 William Road Smethwick West Midlands B67 6LN Lead Inspector Ms Linda Elsaleh Key Unannounced Inspection 15th May 2007 11:30 Hillcrest DS0000004781.V338277.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 DS0000004781.V338277.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 DS0000004781.V338277.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Hillcrest Address 13 William Road Smethwick West Midlands B67 6LN 0121 429 4645 Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) Mr Michael Jenkins Mrs Deborah Fatile Care Home 3 Category(ies) of Learning disability (3) registration, with number of places Hillcrest DS0000004781.V338277.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. One service user identified in the variation report dated 11 November 2004 may be accommodated at the home in the category LD(E). This will remain until such time that the identified service users placement is terminated, The home may from time to time continue to provide care to service users who have lived in the home who have reached the age of 65 years of age. Once the placement is terminated the registration category reverts back to LD. 5th September 2006 2. Date of last inspection Brief Description of the Service: Hillcrest is a small home providing accommodation and care for three adults with learning difficulties. The property is a traditional semi-detached house, well maintained, and situated in a residential area of Smethwick. There is a small driveway providing limited off-road parking. Visitors are able to park on the road close to the home. To the rear of the premises is a garden, with a lawned area and greenhouse. The home benefits from close proximity to public transport routes. The ground floor of the house comprises a communal sitting room, kitchen, conservatory/dining area, laundry facilities and one service user bedroom. The first floor comprises two large service user bedrooms, a bathroom with toilet and office/sleeping in room for use by staff. The facilities are well maintained with décor and furnishings providing a warm, homely and comfortable ambience. The current weekly charge for this service is between £505.00 and £760.00. Hillcrest DS0000004781.V338277.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced inspection was carried out on 15th May 2007. The purpose was to assess the home’s performance against the key standards in the National Minimum Standards for Adults and report on the home’s progress since the last visit. The inspector’s findings are based on the information received by the Commission for Social Care Inspection (including responses to questionnaires sent to service users and relatives/visitors to the home), tour of the premises, examination of relevant records and documents kept by the home and the discussions held with the proprietor, manager, staff and a service user. The atmosphere within the home was relaxed and friendly. Service users and relatives commented positively all aspects of the home. Here are some of the service users comments: “When I visited I thought it was nice and wanted to live here” “I enjoy the outings and holidays provided by the home” “I really love it here and sometimes like to help staff wash-up” Service users’ relatives made the following comments: “Care provided by the home is second to none” “The manager & staff are wonderful and most of all my relative is very happy at the home” What the service does well: Service users are provided with a good living environment. The home has created a friendly and safe atmosphere. Staff are provided with guidance and support through regular individual supervision and team meetings to ensure the needs of the service users are met appropriately. The home makes suitable arrangements for ensuring personal, health care and social needs are appropriately met. It has systems for ensuring service users are consulted about their individual routines, activities and the day-to-day running of the home. The home continues to offer service users a varied and nutritious menu that meets their individual dietary needs and personal preferences. Hillcrest DS0000004781.V338277.R01.S.doc Version 5.2 Page 6 Suitable health and safety checks are regularly carried out on the premises, appliances and equipment. 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. Hillcrest DS0000004781.V338277.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 DS0000004781.V338277.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 2, 4 & 5 Quality in this outcome area is good. Prospective service users needs and individual aspirations are assessed by the home. Individual arrangements are made for them to visit and meet the staff and other service users prior to a placement being agreed. A contract/statement of terms & conditions needs to be provided to service users that details the current agreement between the home and the service user. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The current service users have lived at the home for some years. Service users and relatives confirmed they were provided with information about the home and were able to visit prior to moving in. The records examined show suitable assessments were carried out by the home prior to admission. Discussion took place with the manager at the last inspection of the need to provide service users and relatives/representatives with up to date contracts/statement of terms & conditions. These were not available at the time of this visit and the manager confirmed this was still in the process of Hillcrest DS0000004781.V338277.R01.S.doc Version 5.2 Page 9 being completed. She also stated consideration would also be given to the providing these in formats that best meets the needs of the service users. Hillcrest DS0000004781.V338277.R01.S.doc Version 5.2 Page 10 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7 & 9 Quality in this outcome area is good. The assessed needs and personal goals of service users are reflected in their individual care plans. Service users are aware of how their needs will be met and how they will be supported to make decisions about how they can achieve their personal goals. Risk assessments carried out by the home ensure service users are safe from harm and supported to take risks as part of an independent lifestyle. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The manager stated the monitoring of service users’ progress and care needs has not identified any changes. The minutes of individual reviews held with service users, relevant professionals and relatives/representatives confirm this. Service users’ plans have been revised to include more information about their care needs and how these are to be met. Details included on risk assessments Hillcrest DS0000004781.V338277.R01.S.doc Version 5.2 Page 11 have also improved, providing clearer guidance for staff on how risks and risktakings are to be managed. Examination of the individual daily records kept by staff shows the quality of recording has also improved. References are now being made to all areas identified in care plans and risk assessments to enable more effective monitoring and evaluations to take place. A discussion took place between a service user and member of staff. The service user stated he/she did not wish to participate in his/her usual activity. He/she was informed this was okay and should they change their mind later and wish to take part to let a member of staff know. Appropriate records are kept by the home of the support provided to a service user who manages his/her own personal allowance and for allowances managed by the home on behalf of the other service users. Hillcrest DS0000004781.V338277.R01.S.doc Version 5.2 Page 12 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14, 15, 16 & 17 Quality in this outcome area is good. Service users are enabled to participate in a wide range of activities and development and maintain relationships. They are provided with opportunities to participate in the general running of the home. Service users are consulted about the menu and are offered a healthy diet. Mealtimes are arranged to suit the services users’ routines. This judgement has been made using available evidence including a visit to this service. EVIDENCE: All service users continue to have a varied social life. Each service user has an activity programme tailored to meet his/her individual needs and wishes. Two service users regularly attend a local day centre where they have developed some longstanding friendships. Another service user regular attends a luncheon club for senior citizens. One service user informed the inspector of a friendship developed from visits made to and from Hillcrest’s sister home. Hillcrest DS0000004781.V338277.R01.S.doc Version 5.2 Page 13 The home continues to hold regular meetings with service users to promote and encourage new activities. Recently service users have re-commenced attending the local swimming baths and one service user has started keep fit classes. Service users continue to pursue their own indoor pursuits such as rug making, completing jigsaws, listening to music, watching television and DVDs. The home has a selection of board games for service users use. At the time of this visit a holiday had already booked for service users to go to Spain. Service users stated they always enjoy going to Spain. They liked to stay at the same hotel and resort because it is “very good”. The home continues to operate an ‘open’ visiting policy and staff respect the service user’s right to choose who they wish to see. Relatives commented on the warm reception they receive from staff and other service users. Service users are able to receive visitors in the privacy of their own room if they wish. Staff actively encourages contact by supporting service users to use the telephone and by keeping relatives informed about events, where applicable. None of the current service users hold a key to their bedroom door or to the front door of the house. As identified at the previous inspection, records need to clearly demonstrate if a service user has not been offered a key/s of their own. Where a decision has been taken by the home not to provide a key, the reasons for this and the people/agencies involved in this decision making process needs to be recorded on the service user’s file, in order to demonstrate the action taken has been made in the best interests of the service user. Routines in the home remain flexible to enable the needs and personal preferences of service users to be met. One service user stated he/she sometimes helps staff with household tasks, such as washing up, and staff will “help me to clean and keep my bedroom tidy”. Service users have access to all communal areas, however, supervision is provided in ‘high risk’ areas, such as the kitchen, where applicable. Meals continue to be provided to meet service users’ routines and are discussed with them on a daily basis. Staff are aware of their likes, dislikes and any specific dietary needs. Records are kept of meals taken by individuals for monitoring purposes. Service users, once again, commented positively about the quality and variety of food provided. Hillcrest DS0000004781.V338277.R01.S.doc Version 5.2 Page 14 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19 & 20 Quality in this outcome area is good. Service users are assisted with their personal care and supported to access health care facilities. Suitable arrangements are in place for the safe handling and administration of medication. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Service users continue to enjoy general good health. None require any specific aids or adaptations. Assistance in addressing personal care is provided by staff in accordance with service users individual needs and preferences, as detailed on their care plans. Records are kept of health care appointments with GPs and other health care professionals. On the day of this visit three service users had health care appointments and arrangements were made for each to be supported in attending these. Staff are provided with training in basic first aid and sexual Hillcrest DS0000004781.V338277.R01.S.doc Version 5.2 Page 15 health and have recently attended a seminar on the awareness of the Mental Capacity Act 2005. The home manages medication on behalf of each service user. The home reviewed its medication policy and procedures prior to the last inspection. All staff are responsible for ensuring medication is handled and administered appropriately. The storage arrangements for medication remain satisfactory. The home keeps adequate records for the receipt, administration and disposal of medication. Arrangements are made for prescribed medication to be reviewed regularly by the service user’s GP. The manager stated all staff have attended the safe handling and administration of medication training. Hillcrest DS0000004781.V338277.R01.S.doc Version 5.2 Page 16 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 22 & 23 Quality in this outcome area is good. Service users views are listened to and acted upon. The home has suitable policies and procedures to ensure service users’ welfare and safety is promoted. Service users are cared for by staff who have attended training in adult protection issues. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The manager stated no complaints had been brought to the attention of the home. A copy of the home’s complaint procedure is displayed on the notice board in the hall and a copy is made available to service users in a pictorial format. Service users and relatives reported that they would raise any concerns they might have with staff and were confident these would be appropriately addressed. The home reviewed its procedure for the Protection of Vulnerable Adults and Whistle-blowing policy prior to the last inspection and staff have attended training in adult protection issues. The manager was informed the local authority has produced a revised version of its own procedures and a copy should be obtained by the home. No concerns were raised with regards to the protection and safety of the service users. Hillcrest DS0000004781.V338277.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 24 & 30 Quality in this outcome area is good. Service users live in a homely environment that is well maintained and adequately decorated and furnished. Staff follow the home’s systems for maintaining good standards of hygiene to ensure the health and well-being of service users is protected. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The home continues to be well maintained, clean and tidy. Issues are reported directly to the manager and/or responsible individual. Staff reported that any issues are dealt with promptly. The kitchen and laundry facilities are suitably equipped. Staff are trained in health & safety issues and hold basic food hygiene certificates. Hillcrest DS0000004781.V338277.R01.S.doc Version 5.2 Page 18 Bedrooms are decorated and furnished to meet service users’ personal preferences and reflects their individual personalities and interests. Since the last inspection the rear garden has been re-landscaped and a summerhouse has been installed. These improvements have further enhanced the facilities provided to service users and their view from the conservatory. Hillcrest DS0000004781.V338277.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 32, 33, 34, 35 & 36 Quality in this outcome area is good. Service users receive care from an experienced and competent staff team who hold a recognised qualification. They are supported to meet the needs of service users through regular supervision and annual appraisals. Staff would benefit further from planned training programmes that provide them with a structured approach to up dating their knowledge and skills to ensure service users continue to receive a quality service. The home has satisfactory recruitment procedures. In order to evidence the well-being of service users are fully protected, staff recruitment records need to be available at the home to demonstrate the procedures are followed at all times. This judgement has been made using available evidence including a visit to this service. EVIDENCE: A diverse, stable and experienced staff team continue to provide care to the service users. The manager has identified that 66 of the staff team hold Hillcrest DS0000004781.V338277.R01.S.doc Version 5.2 Page 20 Level 2 National Vocational Qualification and above. Arrangements are made for newly appointed staff to register for this training. The recruitment file for the most recent employed member of staff was not available at the home. The manager explained the applicant had been employed to work at Hillcrest and its sister home. She stated it was normal practice for a copy of the files of staff working in both homes to be kept at each address and this would be rectified. The home has a good record for following suitable recruitment procedures. Induction and foundation training are provided for new staff and arrangements made for initial training courses, such as health & safety, fire safety, basic first aid and basic food hygiene to be attended as part of this process. New workers are rostered to “shadow” an experienced worker during the first six weeks of their employment. Regular supervision and annual appraisals are held with all staff. The records show discussions include practice issues and training needs. Team meetings are held every two or three months. The team are encouraged to contribute to the agenda. The manager supports the team by providing information on current policies and good practice guidance. At the last inspection plans had been made for staff to attend training in Different Ways of Communicating with People with Learning Disabilities and Understanding Sexual Expression. The files show staff have attended this training and a course for Autism Awareness. More recently staff have attended a seminar on the Mental Capacity Act 2005. Training records kept by the home are general satisfactory. However, the home needs to take a more planned approach to producing suitable programmes to meet individual and team training needs, including regular updates, in a timely manner. Hillcrest DS0000004781.V338277.R01.S.doc Version 5.2 Page 21 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. Service users’ rights and best interests are safeguarded by the home’s record keeping policies and procedures. The health, safety and welfare of service users are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 37, 39, 40, 41 & 42 Quality in this outcome area is good. Service users benefit from a home that is well run. Policies and procedures are available to promote and protect service users health, safety and welfare and adequate records are kept of any action taken. To ensure service users can be confident their views underpin all selfmonitoring, review and development by the home, the quality assurance system needs to include suitable provision for providing service users with formal feedback the views and comments received about the service and the home’s development plans. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Hillcrest DS0000004781.V338277.R01.S.doc Version 5.2 Page 22 The manager has the relevant qualifications and experience for running the home. Service users, relatives and staff commented positively about how the home is run. The views of service users are sought by the home through various methods including individual and group discussions and questionnaires. Relatives and stakeholders are also asked to express their views about the home’s performance. The manager stated work is continuing to ensure a comprehensive quality assurance system is produced that includes suitable arrangements for providing service users, relatives and stakeholder with feedback on the views and comments made about the service and the home’s plans for its development. The home has relevant health and safety policies and procedures. Regular checks are carried out on the premises, appliances and equipment. Health and safety training in provided to staff. Fire safety training has been arranged to take place at the home for staff and any service user who wishes to attend. Documents and records kept by the home are appropriately stored. Service user files continue to be well compiled and a content sheet provided at front enables the reader to access information easily. As previously mentioned, improvement has been made in the recordings kept in relation to care plans and risk assessments. Service users are aware that records are kept about them by the home, but expressed little interest in wishing to view their individual files. Hillcrest DS0000004781.V338277.R01.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 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 3 23 3 ENVIRONMENT Standard No Score 24 3 25 X 26 X 27 X 28 X 29 X 30 3 STAFFING Standard No Score 31 X 32 3 33 3 34 2 35 2 36 3 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 X 12 3 13 3 14 3 15 3 16 2 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 4 3 X 3 X 2 3 3 3 X Hillcrest DS0000004781.V338277.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. 1. Refer to Standard YA5 Good Practice Recommendations The service user needs to be provided with a contract/statement of terms & conditions that details the current agreement between the home and the service user. The home should regularly review with service users their decision not to accept the offer of a key to their bedroom or front door to ensure this continues to be their wish. Suitable records need to be kept where decisions not to provide an individual service user with a bedroom and/or front door key has been made on their behalf to demonstrate the decision has been made in the best interests of the service user. Staff records should be kept available for inspection to demonstrate suitable recruitment procedures are followed to ensure service users safety is fully protected. Staff should be provided with an annual training DS0000004781.V338277.R01.S.doc Version 5.2 Page 25 2. YA9 3. 4. Hillcrest YA34 YA35 5. YA39 programme that meets individual and team training needs. This is to ensure service users are cared for by staff who are up to date with current policies and care practices. The registered manager needs to further develop the home’s quality assurance system. This to ensure service users and other relevant people are provided with suitable feedback and kept informed of the home’s plans for the development of the service. Hillcrest DS0000004781.V338277.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Halesowen Record Management Unit Mucklow Office Park, West Point, Ground Floor Mucklow Hill Halesowen West Midlands B62 8DA 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 Hillcrest DS0000004781.V338277.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. 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