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Inspection on 25/01/07 for Holly House (Milton Malsor)

Also see our care home review for Holly House (Milton Malsor) for more information

This inspection was carried out on 25th January 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.

What follows are excerpts from this inspection report. For more information read the full report on the next tab.

What the care home does well

The registered providers and registered manager promote the ethos of person centred care, staff, residents and visitors spoke highly of the management of the home. Residents are supported in pursuing their own interests, and social activities are made available. The home has a core group of local parishioners from the local village church that visit the home on a regular basis, and in addition there was visits from a Roman Catholic Priest and Anglican Vicar, residentsconfirmed that there were opportunities for them to attend confession and Holy Communion if they wished. A daily tea and chat session takes place to enable residents to meet informally with the registered manager.

What has improved since the last inspection?

The registered provider has been successful in his application with the Commission for Social Care Inspection to be registered as the manager of the home. The Statement of Purpose had been reviewed and amended, and was available to residents and relatives. The care plans reviews evidenced the involvement of residents, and where this was not possible the involvement of their representatives Records of the foods chosen by residents were kept, to enable the management to monitor that residents were receiving a balanced diet and to ensure that the source of any potential food poisoning could be identified. The complaints policy had been revised to include the details of the Commission for Social Care Inspection and made available to residents and their representatives. New staff employed at the home are only appointed following the registered manager obtaining two written references, and clearance from the Protection of Vulnerable Adults Register (POVA 1st.) and the Criminal Records Bureau (CRB). The homes polices and procedures must be reviewed to ensure that staff have access to a full range of appropriate policies Individual plans of care should identify the designated key worker and evidence that they participate along with the resident in the review.

What the care home could do better:

Accurate records of medication held within the home need to be retained. Records in relation to individual residents need to be stored securely and information needs to be kept in accordance with the data protection act 1998.In order to confirm when and who has undertaken specific kitchen cleaning tasks staff should sign the kitchen cleaning schedules. The floor within the laundry room needs resurfacing to ensure it is easily cleanable and water resistant. The items of furniture stored within the hairdressing room need to be disposed of to ensure that the hairdressing room is suitable for use.

CARE HOMES FOR OLDER PEOPLE Holly House (Milton Malsor) 36 Green Street Milton Malsor Northants NN7 3AT Lead Inspector Irene Miller Key Unannounced Inspection 10:50 25th January 2007 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 Holly House (Milton Malsor) DS0000043334.V327465.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. Holly House (Milton Malsor) DS0000043334.V327465.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Holly House (Milton Malsor) Address 36 Green Street Milton Malsor Northants NN7 3AT 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) 01604 859 188 01923 840278 info@hollyhouseresidential.co.uk / naeha@btconnect.com Mr Parvin Kumar Menon Mrs Madhu Menon Mr Parvin Kumar Menon Care Home 22 Category(ies) of Old age, not falling within any other category registration, with number (22), DE(E) 22 of places Holly House (Milton Malsor) DS0000043334.V327465.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. To limit service user numbers: No one falling within category OP may be admitted into Holly House (Milton Malsor) where there are 22 persons of category OP already accommodated within this home. 7th November 2005 Date of last inspection Brief Description of the Service: Holly House is a residential care home situated in the village of Milton Malsor, south east of Northampton. The home provides care for 22 older people. The category of care provided is for residents with old age that do not fall into any other category. The premises consist of a detached house, and all rooms are single with en-suite facility. The current scale of charges range from £330.00 to £480.00 per week. Holly House (Milton Malsor) DS0000043334.V327465.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The focus of inspections undertaken by the Commission for Social Care Inspection (CSCI) is based upon outcomes for Service Users and their views of the service provided. This inspection was a ‘Key Inspection’ that focused on the key standards under the National Minimum Standards and the Care Standards Act 2000 for homes providing care for older people. The inspection took place over a period of approximately six hours during which discussions took place with service users, visitors, staff, and the registered providers/manager of the home. Policies and procedures and records in relation to staff recruitment, complaints, and general maintenance and upkeep of the home were viewed. The care of three service users was ‘case tracked’ this involved reviewing the care that they received through inspection of the written information available on their care, such as the care plans (a care plan sets out how the home aims to meet the individual service users personal, healthcare, social and spiritual needs). Prior to the inspection taking place the inspectors spent two hours planning the areas to focus on, based upon information gained from reviewing the homes service history and the last two inspection reports. The registered providers Mr Parvin Menon and Mrs Madhu Menon were available at the home throughout the inspection. What the service does well: The registered providers and registered manager promote the ethos of person centred care, staff, residents and visitors spoke highly of the management of the home. Residents are supported in pursuing their own interests, and social activities are made available. The home has a core group of local parishioners from the local village church that visit the home on a regular basis, and in addition there was visits from a Roman Catholic Priest and Anglican Vicar, residents Holly House (Milton Malsor) DS0000043334.V327465.R01.S.doc Version 5.2 Page 6 confirmed that there were opportunities for them to attend confession and Holy Communion if they wished. A daily tea and chat session takes place to enable residents to meet informally with the registered manager. What has improved since the last inspection? What they could do better: Accurate records of medication held within the home need to be retained. Records in relation to individual residents need to be stored securely and information needs to be kept in accordance with the data protection act 1998. Holly House (Milton Malsor) DS0000043334.V327465.R01.S.doc Version 5.2 Page 7 In order to confirm when and who has undertaken specific kitchen cleaning tasks staff should sign the kitchen cleaning schedules. The floor within the laundry room needs resurfacing to ensure it is easily cleanable and water resistant. The items of furniture stored within the hairdressing room need to be disposed of to ensure that the hairdressing room is suitable for use. 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. Holly House (Milton Malsor) DS0000043334.V327465.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 Holly House (Milton Malsor) DS0000043334.V327465.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): Standard 3 standard 6 is not applicable to this service Quality in this outcome area is good. Prospective residents and their representatives can be assured that full needs assessments are carried out prior to entering the home, to ensure that the home is right for them. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The statement of purpose had recently been reviewed following an application for the home to accommodate more people living with dementia; the registered manager said that he was considering introducing a no smoking policy within the home, if this were to be introduced the statement of purpose would require amending to reflect the change to this policy. The care plans viewed had records available to demonstrate that the registered manager had carried out prior to the residents moving into the home a full needs assessment, and there was records of ongoing needs assessments and Holly House (Milton Malsor) DS0000043334.V327465.R01.S.doc Version 5.2 Page 10 care reviews having taken place having consulted with the resident and their relatives. When speaking with residents and relatives it was confirmed that they felt that sufficient information had been provided to them about the range of services at the home, and that the registered manager had encouraged them to visit the home to meet with other residents and the staff prior to making a decision about moving in. During the inspection the registered manager was observed talking with enquirers who had called into the home, a copy of the statement of purpose was provided for the visitors to take away and read at their leisure. Holly House (Milton Malsor) DS0000043334.V327465.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): Standards 7,8,9 & 10 Quality in this outcome area is good. Residents can be assured that the home can meet their health, personal and social care needs, however a discrepancy within the records of a prescribed controlled drug, identified that further staff training on the storage and administration of medication was required. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The pre admission assessments formed the basis of the care plans and there was records of the health, personal and social care needs of residents being reviewed and updated on a monthly basis, the reviews involved the resident where possible and or their representatives. Residents and relatives spoken to during the inspection were aware of the care plans and confirmed their involvement in the reviews. Holly House (Milton Malsor) DS0000043334.V327465.R01.S.doc Version 5.2 Page 12 The keyworker role could be further promoted, when residents were asked if they knew who their keyworker was there was some ambiguity as to what the keyworker role entailed, residents said that all of the staff were very kind, and were always willing to do as much for them as they could for them. The care plans viewed evidenced that residents’ health care needs were met, and included risk assessments for falls, pressure, nutrition and moving and handling. The risks assessments identified the hazards surrounding individual and the appropriate action to be taken to reduce and manage the risks. There were records within the care plans of visits from the general practitioner and district nurse. In general the medication administration records verified that residents received their medication as prescribed, however when checking the medication stock and associated records of controlled medicines in use, there was an error in the balance of one of the controlled drugs held within the home. The registered manager and the inspector tracked back to where the recording error had occurred. The registered manager said that he would urgently speak with all staff that holds the responsibility for administering medication to ensure that all are aware of the need to be extra vigilant when administering controlled drugs to ensure that records are accurate. A recent Pharmacy inspection had taken place, which was reported, as satisfactory, and a copy of the inspection report was available. Residents said that they felt that they were treated with respect, saying that the registered manager and the staff do all that they can to help them. Staff were observed to be polite and courteous, calling residents by their preferred name and knocking on residents bedroom doors before entering. Holly House (Milton Malsor) DS0000043334.V327465.R01.S.doc Version 5.2 Page 13 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 12,13,14 & 15 Quality in this outcome area is good. Residents can be assured that the lifestyle within the home matches their expectations and individual preferences. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Activities provided included bingo, board games, visits from musical entertainers and the local church choir. Residents were supported in continuing with their preferred routines of daily life, one resident who was spoken with said that they preferred to spend time within their own room, that they liked reading books and had a regular supply of reading materials from a visiting library. There is a core group of local parishioners from the local village church that visit the home on a regular basis, and in addition there was visits from a Roman Catholic Priest and Anglican Vicar, residents confirmed that there were opportunities for them to attend confession and Holy Communion if they wished. Holly House (Milton Malsor) DS0000043334.V327465.R01.S.doc Version 5.2 Page 14 Resident have the opportunity to access the local community, through going for walks with staff, pub lunches and for tea at a local hotel. Each day after lunch a ‘tea and chat’ session that takes place within the dining room, this is an opportunity for residents to meet informally with the registered manager, and each afternoon there is a craft session available for residents to join in if they wish, on the afternoon of the inspection the craft session was card making, a small group of residents were observed participating with the support of staff. Residents spoken to confirmed satisfaction with the food provided, and records were maintained regarding the choice of the meals provided, the meal of the day was on display within the dining room. The menus were viewed and the planned meal on the day of inspection was beef stew, it was established that the meal had been changed to chicken casserole, when the inspector enquired as to why the menu had been changed there appeared to be no reason why, however the meal on display on the dining room menu board was chicken casserole. There was a wide choice of sweets available to include sponge and custard, yoghurt, fresh fruit and milk puddings and food supplements were available for residents that required a higher calorific intake due to poor health and tissue viability. Holly House (Milton Malsor) DS0000043334.V327465.R01.S.doc Version 5.2 Page 15 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 16 & 18 Quality in this outcome area is good. Residents can be assured that any concerns or complaints they may have will be listened to and acted upon by the registered manager. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The complaints policy had been revised to include the timescales for the providers response to any complaints made and it included the contact details of the Commission for Social Care Inspection, in addition information was available on the resident’s notice board within the dining room on how to raise any concerns or complaints. No complaints had been raised with the home or the Commission for Social Care Inspection since the last inspection. A ‘grumbles book’ was in use that contained entries such as when residents or relatives had cause for dissatisfaction with the service provided at the home, such as frustration about items of clothing being damaged in the homes laundry. Discussion with the registered manager took place regarding the use of the term ‘grumbles book’ as it could be misunderstood that the registered manager views such concerns as trivial. Holly House (Milton Malsor) DS0000043334.V327465.R01.S.doc Version 5.2 Page 16 The method on how information was recorded within the ‘grumbles book’ needs to be reviewed as there was information relating to individual residents recorded consecutively on the same pages, the registered manager was reminded that information held within the home relating to individual service users is required to be stored securely and personal records held need to comply with the data protection act 1998. Records of staff training evidenced that staff had received training on the protection of vulnerable adults. Holly House (Milton Malsor) DS0000043334.V327465.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): Standards 19 & 26 Quality in this outcome area is good. Resident live in a home that is clean, homely and hygienic. This judgement has been made using available evidence including a visit to this service. EVIDENCE: A limited tour of the premises was conducted and the home was seen to be clean and hygienic. The main kitchen was viewed, and the environment was clean, however there was some concern over one area of wall where flaking paintwork was present. The Environmental Health had carried out a routine food safety inspection in March 2006, at which the registered manager had been advised to relocate an electrically operated wall mounted flying insect repellent away from the food preparation area, this equipment was still in situ, the registered manager said that the work surface directly below the machine was not used as a food Holly House (Milton Malsor) DS0000043334.V327465.R01.S.doc Version 5.2 Page 18 preparation area, the inspector recommends that the registered manager consults with the environmental health in this matter. There were records of food safety monitoring checks being carried out and a kitchen cleaning schedule was available to view, however on checking the cleaning schedule the staff had not entered any dates when cleaning had taken place or signed to confirm when and who had undertaken the kitchen cleaning tasks, the catering staff verbally confirmed that the kitchen is regularly cleaned. The laundry was viewed and it was noted that the floor within this environment was in need of resurfacing to ensure it was easily cleanable and water resistant, this was discussed with the registered manager during the inspection that confirmed he would make plans for the floor to be resurfaced. The hairdressing room was located in a building away from the main building in a room adjacent to the laundry, within the hairdressing room there was items of unused furniture and equipment awaiting return to medical loans, the items included a bed stored up against the wall, the storage of unused furniture and equipment was not conducive to creating a relaxing environment, for residents to enjoy the experience of having their hair done. Residents they expressed satisfaction with their private and communal accommodation, the bedrooms viewed were clean and individualised containing items of personal possessions Holly House (Milton Malsor) DS0000043334.V327465.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): Standards 27,28,29 & 30 Quality in this outcome area is good. Having staff that are appropriately, trained and competent within their roles, protects the resident’s healthcare and welfare. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The care staffing level was sufficient to meet the resident’s dependency levels, staff spoken to said they felt that training opportunities were always available, and that they enjoyed working at the home. Staff training records viewed covered all statutory requirements, such as fire, health and safety, food hygiene, infection control, moving and handling and the protection of vulnerable adults, and all of the staff team and management had attended dementia care training. The staff recruitment files viewed demonstrated that the home seeks clearance through the Protection of Vulnerable Adults Register (POVA 1st) and also Criminal Records Bureau (CRB) clearances prior to staff taking up post. Staff recruited from overseas had been police checked through a recruitment agency that specialises in providing staff to work in the healthcare professions, and official documentation had been translated into English. Holly House (Milton Malsor) DS0000043334.V327465.R01.S.doc Version 5.2 Page 20 Additional training was available for overseas staff to further develop their communication skills in English language and grammar, and training towards staff gaining a National Vocational Qualification (NVQ) levels 2 and 3 in Care is promoted. Regular staff meetings are held, the minutes were seen of the most recent meetings that had included information sharing and updates to the homes policies and procedures, such as the statement of purpose, abuse and neglect, care and prevention of pressure sore, risk assessments, fire drills and other health and safety matters. Holly House (Milton Malsor) DS0000043334.V327465.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): Standards 31,33,35,37 & 38 Quality in this outcome area is good. The home is run in the best interest of the residents, however the homes current record keeping practices could compromise the residents rights to their confidentiality being respected. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The registered provider Mr Parvin Menon has successfully completed a National Vocational Qualification level 4 in management and has also completed the registered manager award, in addition he has undertaken dementia care training to ensure that he has the necessary skills, experience and competence to undertake the registered managers post. Holly House (Milton Malsor) DS0000043334.V327465.R01.S.doc Version 5.2 Page 22 Through discussion with Mr Menon and observation of his interactions with residents and relatives it was demonstrated that he is aware of the needs of the client group for which the home provides care. The registered manager has invested in dementia care training for staff to enable them to meet the changing needs of existing and potential residents The home conducts resident’s surveys to identify areas of satisfaction and areas for further development. The home does not hold residents monies, however the home does offer a billing system whereby residents are able to access facilities such as hairdressing and podiatry. Personal information relating to the care of residents was held within books and files that were readily available within the dining room, the registered manager was reminded that records in relation to individual residents must be stored securely and personal information kept in accordance with the Data Protection Act 1998. Staff, residents and visitors spoke highly of the registered providers and registered manager, visitors spoken with said that the staff and the manager of the home are always willing to help in any way the they can, that they were always welcomed into the home at any time of the day, that their resident was happy at the home. One relative spoken with said that their mother had first came to the home on short respite care and refused to leave, saying that the manager had helped tremendously in liaising with other healthcare professionals to ensure that their mother could make Holly House her new home. Holly House (Milton Malsor) DS0000043334.V327465.R01.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 2 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X X X 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 X 2 3 Holly House (Milton Malsor) DS0000043334.V327465.R01.S.doc Version 5.2 Page 24 No 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 OP9 Regulation 13 (2) Requirement The registered manager must ensure that robust records are retained of medication held within the home. Confidential records held within the home must be stored securely and in accordance with the Data Protection Act 1998 Timescale for action 19/03/07 2 OP37 17 (1) (a) 19/03/07 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations Holly House (Milton Malsor) DS0000043334.V327465.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection Nottingham Area Office Edgeley House Riverside Business Park Tottle Road Nottingham NG2 1RT 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 Holly House (Milton Malsor) DS0000043334.V327465.R01.S.doc Version 5.2 Page 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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