Inspection on 20/09/05 for Lower Ridge HFE

This inspection was carried out on 20th September 2005.

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

Other inspections for this house

Lower Ridge HFE 25/10/06

Lower Ridge HFE 03/03/06

Lower Ridge HFE 09/11/04

Lower Ridge HFE 14/06/04

Similar services:

Chirnside House

Keer Sands Residential Home

Ruskin Lodge

Bushell House

Langrigg House

Parkside

Dystlegh Grange

Thornton Lodge

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

CARE HOMES FOR OLDER PEOPLE Lower Ridge HFE Belverdere Road Burnley Lancashire BB10 4BQ Lead Inspector Mrs Marie Dickinson Unannounced Inspection 20th September 2005 10:00 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 Lower Ridge HFE DS0000035131.V255991.R01.S.doc Version 5.0 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. Lower Ridge HFE DS0000035131.V255991.R01.S.doc Version 5.0 Page 3 SERVICE INFORMATION Name of service Lower Ridge HFE Address Belverdere Road Burnley Lancashire BB10 4BQ 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) 01282 429020 01772 562304 Lancashire County Care Services Miss Eunice France Care Home 35 Category(ies) of Dementia (5), Dementia - over 65 years of age registration, with number (5), Mental Disorder, excluding learning of places disability or dementia - over 65 years of age (1), Old age, not falling within any other category (35) Lower Ridge HFE DS0000035131.V255991.R01.S.doc Version 5.0 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. 3. 4. 5. The registered provider must at all times employ a qualified manager who is registered with the Commission for Social Care Inspection Within the overall registration of 35, a maximum of 35 service users who fall into the category of Older People Within the overall registration of 35, a maximum of 5 service users over the age of 65, who fall in the category of Dementia Elderly Wthin the overall registration of 35, a maximum of 5 service users who fall in the category of Dementia Within the overall registration of 35, a maximum of 1 named service user who falls into the category Mental Disorder (Elderly). When the named service user no longer requires this place, the Registered Provider must notify the Commission for Social Care Inspection 9th November 2004 Date of last inspection Brief Description of the Service: Lower Ridge is registered with the Commission for Social Care Inspection to provide personal care and accommodation for thirty- five people. The home is owned by Lancashire County Council and managed by Lancashire County Care Services. The property is a three storey building set back off a main road and on a bus route to Burnley. There are gardens to the side and rear that residents can use The garden at the rear has been created for the residents to enjoy with decking and raised flowerbeds. Accommodation is offered in single bedrooms and there are a number of lounges. There is a conservatory, visitor’s room, treatment room.The upper floors are accessed via a passenger lift. There are sufficient bathrooms and toilets, and various aids provided for residents throughout the home. Lower Ridge HFE DS0000035131.V255991.R01.S.doc Version 5.0 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This inspection was unannounced, and involved the Inspector looked at written information and records relating to residents and staff employed. Comments were also received at the Commission from residents and visitors to the home. Time was spent talking to the people who live at the home, visitors and staff on duty. The Inspector also looked at how resident’s views were considered that affected their quality of life. Observations were made of the care provided in line with Minimum Standards and the residents gave some account of their personal experiences of life for them in the home. An additional inspection was carried out at the home in response to a complaint received at the Commission. Areas that needed to improve as a result of this and from the previous inspection were looked at for compliance. What the service does well: Residents living in the home were cared for by staff who they liked. They were very pleased with how staff treated them, and felt able to ask staff, referred to as ‘the girls’, to help them as they were ‘very good.’ Residents were involved in choices about how they lived their lives. This included being consulted in their care planning and having regular meetings. All the residents had an additional written care plan specifically for personalised care needs during the night. Residents were pleased with the standard of food they were served. They said they had enough to eat and had a good choice. Residents said they liked their accommodation, which in their opinion was kept nice by staff Staff working at the home was friendly, they were interested in their work and attended training, which helped their professional development. This included special care of people with dementia. Residents benefited being cared for by staff in the home who were trained to a National Vocational Qualification in Care level 2 and above. The number of staff with this achievement is excellent, for which the home is commended. Teamwork was evident and staff enjoyed their work. A good relationship existed between management, staff, residents and relatives. Lower Ridge HFE DS0000035131.V255991.R01.S.doc Version 5.0 Page 6 There was a member of the management team on duty at all times. Staff and residents benefited being able to talk to the area manager who visited the home every month. What has improved since the last inspection? What they could do better: To make sure resident’s needs are fully met, staff would benefit clearer guidance for working. For people to have confidence in management complaints investigation needs to show outcomes and any action taken to deal with all issues raised in a professional manner. The management team should have the responsibility to promptly deal with basic maintenance as identified in the last inspection. In addition to this Lancashire County Care Services are required to respond promptly to requirements made by the Commission and Environmental Health. To keep the home clean and in a reasonable state of repair additional staff should be employed for this purpose. The overall standard of cleanliness was good, however two bedrooms occupied by residents required odour management. In addition to this staff must pay better attention to removing soiled linen from resident’s beds. Lower Ridge HFE DS0000035131.V255991.R01.S.doc Version 5.0 Page 7 Lancashire County Care Services should consider revising the pre written reference request form that is sent out. This should include a section for the date of the response and to whom the reference must be returned. 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. Lower Ridge HFE DS0000035131.V255991.R01.S.doc Version 5.0 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 Lower Ridge HFE DS0000035131.V255991.R01.S.doc Version 5.0 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 2, 3, 4, Assessments showed how peoples needs were identified. Sufficient information was recorded to plan on how to meet their care needs. Staff were trained to care for people with special needs such as dementia. Advice was taken from other professionals to make sure all care needs were met properly. EVIDENCE: Assessments had been carried out by social workers and the manager, and showed how the information was linked into providing the right care for the residents, such as the level of support for personal care. Each person had a plan of care for daily living. Residents were given a contract from social services detailing funding arrangements and from Lancashire County Care Services outlining the terms and conditions of residency. Senior management were on duty in the home at all times. The range of needs for residents had been considered. Management and staff were trained in looking after residents with a variety of needs such as dementia. The manager and staff said they enjoyed these training courses, which gave them a clearer understanding of special needs. Lower Ridge HFE DS0000035131.V255991.R01.S.doc Version 5.0 Page 10 Records showed that staff acted upon the changing needs of residents and they consulted with other professionals for advice. This included amongst others, contact with the visiting district nurse and residents own doctor. Lower Ridge HFE DS0000035131.V255991.R01.S.doc Version 5.0 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 7,8,9,10 Care plans were used to help staff to provide appropriate personal care for residents. The plans were basic but information recorded showed care needs were identified. They had been reviewed regularly and residents had been included in these. Residents were satisfied that their needs were met, and other professionals were consulted in their care. They were happy with key working arrangements and they considered staff were respectful to them. Medication was managed correctly. EVIDENCE: Care plans referred to residents assessed need. They were written for the residents and included health needs and personal and social care needs. The plans identified what help was required for example when getting up, or if help was needed for walking and bathing. In addition to the daily care plan each resident had a night care plan that showed how care was to be provided during the night. These were useful and considered how peoples needs change at night. The staff said they were involved with care planning and work to a key worker system whereby they take on particular responsibilities for a number of Lower Ridge HFE DS0000035131.V255991.R01.S.doc Version 5.0 Page 12 individual residents. There was evidence that residents were involved in reviews of their care. Some residents said staff talked to them about their care. They considered all the staff to be ‘nice’. Individual residents knew who their key worker was and they were happy with this arrangement. Whilst resident’s healthcare and mental health care needs were identified in care plans, clearer guidance was required for staff such as continence management. Relatives visiting during inspection said that in most instances they were kept informed of matters involving their relative. This was also confirmed in comments received at the Commission in feedback cards. Residents said staff were polite and were ‘nice’ to them. Staff were also described as ‘doing their best even when rushed off their feet’. Entries in daily records showed residents had received personal care and additional specialist support where needed. Staff were being trained to care for people with dementia Visits from other professional people such as chiropodist, doctors and district nurses were recorded. Residents said staff were mindful of their privacy, for instance they kept the bathroom and toilet doors locked when they were helping them. The bath times were individual to them. During inspection staff were observed knocking on bedroom doors and waiting until invited in. The telephone for residents use was in a room leading to the conservatory, and offered a degree of privacy when they used it. Staff responsible for medication management were trained. Medication charts were completed correctly. Residents can choose how they want to manage taking their medication. Lower Ridge HFE DS0000035131.V255991.R01.S.doc Version 5.0 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14,15 Resident’s lifestyle was to their expectations and they felt satisfied with their care in the home. Activities were provided and resident’s relatives and friends who visited were made welcome. Catering arrangements were satisfactory. EVIDENCE: Residents talked about their life in the home, and how staff helped them to live as they wished. Guidance was given to staff for residents preferences in daily living. Comments received at the Commission showed residents liked living at the home and felt well cared for. Several residents talked about their family visiting. Staff were thoughtful offering drinks and were friendly. One comment received at the Commission stated ‘ all the time I have been visiting my friend; the staff have always been considerate and helpful.’ Residents in general said activities were ‘o.k.’ but ‘it depended on staff having time.’ There was a list of activities displayed and the manager said staff were expected to make time for these to be done. Flexi hours were also used. Some residents said they were not interested in activities. Residents did however talk about outings they had and they enjoyed celebrations such as birthdays and Lower Ridge HFE DS0000035131.V255991.R01.S.doc Version 5.0 Page 14 festive days. Comments received at the Commission showed a general satisfaction in the provision of activities. Clergy visited the home. Comments from residents indicated the food was up to their expectations. The cook discussed menus with them. They were given choices at meals and some said if they did not like the choices offered the cook would provide an alternative. Staff were observed offering support to those people who could not manage to eat their meal without assistance. Special care and attention was given to the supervision of people with dementia during meals Lower Ridge HFE DS0000035131.V255991.R01.S.doc Version 5.0 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 inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 16,17,18 The complaints procedure was clear and made available for residents and visitors to the home such as relatives. Whilst any concern or suggestion was acted upon, to make sure there is a satisfactory conclusion for people using this procedure, they must be informed of the outcome Peoples right to full citizenship had been observed. There were policies and procedures in place to ensure a proper response to any suspicion or allegation of abuse, and support offered to staff from higher management in doing so. EVIDENCE: Comments received at the Commission showed that residents and visitors alike knew about the complaints procedure and how to raise issues of concern. Residents said they had no complaints, but if they did they knew what to do. There was a complaints procedure to look at and a record was kept of complaints received. There had been one complaint investigated by the Commission in addition to one made later. To show complaints are taken serious, the action taken by the manager to resolve issues must be followed through to a satisfactory conclusion. This involves a letter sent to the complainant with the outcomes of the homes investigation. The action plan sent to the Commission must also show how regulation requirements and recommendations have been dealt with in a proper manner. Residents are placed on the electoral role for the general and local elections. Staff working at the home said they were aware of the abuse policies and procedures, which included a whistle blowing policy. Staff said they had regular Lower Ridge HFE DS0000035131.V255991.R01.S.doc Version 5.0 Page 16 contact with the area manager of Lancashire County Care Services and could approach her with any problem. Reports of these visits sent to the Commission confirmed this. Staff contracts precluded them from financial reward or assisting in or benefiting from the service users’ wills. Lower Ridge HFE DS0000035131.V255991.R01.S.doc Version 5.0 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 19,20,21,23,24,25,26 Although the home was maintained to a relatively good standard, and residents lived in a comfortable and homely environment, improvements are required in general maintenance, and response to other agencies such as environmental health. A good standard of hygiene was generally achieved. Better care in odour control and laundering of soiled bed linen was required. EVIDENCE: Lower Ridge is a purpose built residential home near to Burnley town centre. The property is a three storey building set back off a main road and on a bus route to the town centre. There are gardens to the side and rear that residents can walk around. The enclosed garden at the rear has been created with the residents in mind, with scented plants, decking and raised flowerbeds. It is safe for residents with dementia to walk out freely and enjoy this area without staff having to escort them As discussed in the last inspection, the manager said that general maintenance management remains with maintenance personnel employed by Lancashire Lower Ridge HFE DS0000035131.V255991.R01.S.doc Version 5.0 Page 18 County Care Services. There is a concern that the manager cannot have the essential work required carried out promptly. Despite previous inspection reports of the loose plaster in the kitchen, and the environmental health report, dating back to 2003 of the same problem, no action has been taken by Lancashire County Care Services to make this right. In addition to this small problems such as plaster missing in the treatment room and dripping taps remain low priority. There was sufficient lounge space for the numbers of people in the home, and one lounge designated as a smoking lounge was fitted with an expel air There was a call system in every room for residents use. Resident’s bedrooms were kept to a relatively good standard. Residents said they had keys to their doors and staff kept them locked. They said they liked their rooms and several residents had brought pieces of their own furniture and personal possessions with them on admission. Since the last inspection new bedroom furniture had been provided. The bedrooms had been decorated and new bedding purchased to match the colour scheme. Personal aids were kept in resident’s bedrooms, and some pieces were stored in the stairwell safely away from residents. The upper floor could be reached by a passenger lift. The staircase carpet required cleaning or replacing. Bathing facilities were satisfactory, and hot water taps had safety valves fitted to prevent residents being accidentally scalded. All radiators throughout the home were covered with protective guards. Laundry facilities were good and equipped with washing machines designed for heavy soiling and infection control. Resident’s clothes were laundered with care. There were no complaints about the standard of this service from residents. The home was generally very clean and mainly odour free. Two bedrooms however did have an offensive odour. This was from the carpets. Two other bedrooms had an odour problem that was a result of bedding not changed properly Lower Ridge HFE DS0000035131.V255991.R01.S.doc Version 5.0 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 27,28,29,30 The level of staffing was not consistent and right to meet the needs of the residents and the maintenance of their home. Recruitment and selection procedures were satisfactory, however care must be taken in making sure references are dated and not pre written. Residents had confidence in the staff working at the home. The level of achievement in National Vocational Qualification in care was excellent and other training was good was very good and offered a wide range of topics. Staff were supervised. EVIDENCE: Rotas showed care hours had been covered in most instances. There is concern that vacancies still exist as identified in the previous inspection. In addition to this there is a period of time between 3 and 3.30pm when sometimes only two care staff are working. This arrangement is not satisfactory Comments received at the Commission from relatives had mixed opinions regarding staffing levels. Residents also commented staff ‘were always busy’ and they were reluctant to ‘bother them’. Staff were also described as ‘good workers and really nice’ Lancashire County Care Services must maintain sufficient numbers of staff on duty to meet all the needs of the residents. This includes keeping the home to a satisfactory level of hygiene and keeping up with general basic repairs. For example the home would benefit a kitchen assistant and handyman employed for these purposes. Lower Ridge HFE DS0000035131.V255991.R01.S.doc Version 5.0 Page 20 Staff files showed recruitment checks were completed. Two new employees were waiting until satisfactory police clearance had been received. The pre written reference request should have a section for the date, and references should be addressed to a named person rather than ‘to whom it may concern’ All staff had attended basic training including specialist training for dementia care. The home is commended for the 100 of care staff with a National Vocational Qualification in Care level two and above. Staff enjoyed their work and said training provided was good. They received regular supervision. Lower Ridge HFE DS0000035131.V255991.R01.S.doc Version 5.0 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 31,32,33,35,36,37,38, Good professional relationships existed between the manager, staff, residents and relatives. Guidance and support was given to staff by the management team in the home and from the area manager of Lancashire County Care Services. This contributed towards ensuring the resident’s quality of life experience in the home was positive. For the efficient management of the home the manager must be allowed to make sure the home is kept in a good state of repair. Administration support provided will benefit the overall management of the homes records. Resident’s personal money was managed well, and good practice was observed in safe working procedures. EVIDENCE: The manager has many years experience in managing a care home and has the right qualifications for her work. She is currently studying towards a qualification in dementia care. Lower Ridge HFE DS0000035131.V255991.R01.S.doc Version 5.0 Page 22 The difficulties the manager has in meeting standards because of limitations of the role of manager continue to be a problem that Lancashire County Care Services need to look at. This was evident in the lack of basic repairs and response to Environmental Health requirements for the kitchen. Lancashire County Care Services as Registered Provider must therefore take the responsibility of these standards being met satisfactorily. The means of seeking residents and staff views about the home was both formal and informal with resident’s, staff and management meetings. Staff confirmed they received routine formal supervision. In addition to this the area manager visited the home and spoke to residents and staff. This is recorded and a report of these visits is received at the Commission. Residents, relatives and staff expressed general satisfaction about the home. One comment received at the Commission stated ‘Lower Ridge is run marvellous, they all care’. Staff said they were given guidance and support at work. Routines for staff in the home were established, and good teamwork was evident. Small amounts of money held for resident’s use was managed correctly. The home required a high level of management input to keep records up to date. Since the last inspection a person has been employed for this purpose, and there was improvement in office organisation. The health, safety and welfare of residents and staff had been considered. All staff received training in health and safety. Lower Ridge HFE DS0000035131.V255991.R01.S.doc Version 5.0 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 3 3 3 x N/A HEALTH AND PERSONAL CARE Standard No Score 7 2 8 2 9 3 10 3 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 2 17 3 18 3 1 3 3 x 3 3 3 2 STAFFING Standard No Score 27 2 28 4 29 2 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 2 3 3 x 3 3 3 3 Lower Ridge HFE DS0000035131.V255991.R01.S.doc Version 5.0 Page 24 YES 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 2 Standard OP16 OP19 Regulation Schedule 4.11 23(b) Requirement The complaints procedure must be followed through to a satisfactory conclusion. The registered provider must make sure all repairs required in the home are done within a reasonable timescale. The registered provider must comply with the requirements made by environmental health. The registered provider must make sure floor coverings are suitable in bedrooms, and the manager make sure they are clean and odour free. The manager must make sure bedding used in resident’s rooms is clean. There must be sufficient care staff on duty at all times and sufficient staff to make sure the home is clean and maintained properly. The registered providers must allow the manager to have more control in the overall management of the home. Timescale for action 20/09/05 14/06/04 3 4 OP19 OP24 16(2)(j) 16(2)(c) 09/11/04 20/09/05 5 6 OP26 OP27 16(2)(e) 18(1)(a) 20/09/05 14/06/04 7 OP31 10-(1) 14/06/04 Lower Ridge HFE DS0000035131.V255991.R01.S.doc Version 5.0 Page 25 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 2 3 4 5 6 7 8 Refer to Standard OP7 OP8 OP19 OP19 OP19 OP26 OP29 OP29 Good Practice Recommendations It is recommended care plans be better detailed for staff guidance. Continence care for residents needs to improve. The wall in the treatment room requires repair to the plaster. It is recommended basic routine maintenance is dealt with promptly. It is recommended the staircase carpet in the main reception area be cleaned or replaced. It is recommended the manager makes sure staff removes soiled bedding from residents beds. It is recommended the request for reference form allow for the person giving the reference to date their response. It is recommended the person requesting the reference make it clear to whom the reference is to be returned to and avoid ‘to whom it may concern’ written. Lower Ridge HFE DS0000035131.V255991.R01.S.doc Version 5.0 Page 26 Commission for Social Care Inspection East Lancashire Area Office 1st Floor, Unit 4 Petre Road Clayton Business Park Accrington BB5 5JB 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. 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