Inspection on 16/11/06 for Loxwood House

This inspection was carried out on 16th November 2006.

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

Loxwood House 30/09/08

Loxwood House 10/01/06

Loxwood House 05/09/05

Loxwood House 02/03/05

Loxwood House 06/07/04

Loxwood House 01/08/02

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

CARE HOME ADULTS 18-65 Loxwood House 17 Old Shoreham Road Hove East Sussex BN3 6NR Lead Inspector Nigel Thompson Unannounced Inspection 16th November 2006 09:30 Loxwood House DS0000014210.V315326.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 Loxwood House DS0000014210.V315326.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. Loxwood House DS0000014210.V315326.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Loxwood House Address 17 Old Shoreham Road Hove East Sussex BN3 6NR 01273 503586 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) Loxwood House Limited Mr Peter Mallinson Mrs Angela Mallinson Care Home 12 Category(ies) of Learning disability (12) registration, with number of places Loxwood House DS0000014210.V315326.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. 3. Only adults with a learning disability who have been assessed as requiring residential care are to be accommodated. The maximum number of service users to be accommodated is 12. Service users must be aged between 18 and 65 years on admission. Date of last inspection 10th January 2006 Brief Description of the Service: Loxwood House is a family run home, which is registered to provide accommodation and personal care for up to 12 adults with learning disabilities. The Registered Providers and Managers are Mr and Mrs Mallinson who have owned the home since 1985. The home is located in Hove near Brighton. It has good access to local transport, shops and other amenities. Loxwood House is a large detached property set out over three floors. There is no lift provided at this home. The home comprises of eight single and two shared bedrooms. Two lounge areas are available for residents to use and a large garden area to the rear of the property, which can be used when the weather permits. Information about the service, including the Statement of Purpose, Service User’s Guide and CSCI reports is made available to prospective service users or their relatives, on request, as part of the admission process. The current range of fees at Loxwood House, as of 16 November 2006, is £431.00-£600.00 per week. Additional charges are made for hairdressing, chiropody, toiletries, clothes, newspapers/magazines, holidays, transport and certain activities. Loxwood House DS0000014210.V315326.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced inspection took place over five hours in November 2006. It found that all of the key National Minimum Standards that were assessed had been met or partially met and the overall quality of care provided was good. Service users spoken with during the inspection expressed satisfaction with the home, the staff and the service provided. The purpose of this inspection was to assess compliance with the requirements of the previous inspection and to generally monitor care practices at the home. On the day of the inspection there were eleven service users living at the home. The inspection involved a tour of the premises, observation of working practices, examination of the home’s records and discussion with three service users, three members of staff and the Registered Manager. Responses from a CSCI service users’ survey, regarding their views on the home and quality of care provided, now form part of the inspection process and have also been included in this report. The focus of the inspection was on the quality of life for people who live at the home. What the service does well: Service users at Loxwood House clearly benefit from having an experienced manager and dedicated staff team who are evidently committed to providing consistent and high quality care. Staff work closely with service users and have developed a sound understanding of their individual care and support needs. The relaxed, homely and welcoming environment has evolved over several years and reflects the stability and commitment within the staff team and the open and inclusive management style. Service users are encouraged and supported to make decisions about their lives. They are involved and regularly consulted on many aspects of life in the home, including menu planning and activities. Communication and consultation with service users’ family members is also effective and ongoing. Relatives have the opportunity to partake in individual assessment, care planning and reviewing processes. Loxwood House DS0000014210.V315326.R01.S.doc Version 5.2 Page 6 Staff receive effective induction and foundation training, regular supervision and are clearly valued and supported by the manager. 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. Loxwood House DS0000014210.V315326.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 Loxwood House DS0000014210.V315326.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 1, 2, 3 & 4 Quality in this outcome area is good. This judgement has been made using available evidence, including a visit to this service. The thorough admission policy and procedure ensures that service users are admitted only on the basis of a full needs assessment, undertaken by people competent to do so. Prospective service users know that the home is able to meet their individual care and support needs. EVIDENCE: A comprehensive Statement of Purpose and Service User Guide are in place and since the previous inspection, as required, both documents have been amended to include updated contact details for the CSCI. Although the manager confirmed that there have been no recent admissions to Loxwood House, an admission policy made available for inspection contained details of the process, undertaken by the manager to identify an individual’s care and support needs. As part of this procedure, it was noted that a detailed pre-admission assessment and risk assessment form has been developed and includes information relating to the individual’s personal, medical, social and psychological care and support needs. Loxwood House DS0000014210.V315326.R01.S.doc Version 5.2 Page 9 In documentation that was examined, it was noted that the assessment form had been signed by the service user, or their representative and the manager, on behalf of the home. Prior to moving in, the manager confirmed that a prospective service user is invited to visit the home to look around and get a feel for the place. During these visits the individual would also have the opportunity to meet with members of staff and existing service users. Having moved into Loxwood House, new service users undergo a flexible trial period, during which time their suitability and compatibility are assessed and it is established whether their identified care and support needs are able to be met. Loxwood House DS0000014210.V315326.R01.S.doc Version 5.2 Page 10 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7 & 9 Quality in this outcome area is good. This judgement has been made using available evidence, including a visit to this service. Comprehensive care plans enable staff to meet the assessed support needs of service users in a structured and consistent manner. Systems for consultation and participation are effective. Service users are treated with respect and encouraged and enabled to make decisions about their day-to-day living. EVIDENCE: Satisfactory care plans have been developed for each service user, clearly linked to the individual’s assessed needs. The plan is evidently formulated by the key-worker, manager and, where appropriate, with the direct involvement of the service user or family member, as appropriate. Staff spoken to during the inspection confirmed that, despite the variable and limited verbal communication of some service users, effective and regular interaction and consultation takes place constantly throughout the home. This Loxwood House DS0000014210.V315326.R01.S.doc Version 5.2 Page 11 was evident from direct observation of staff supporting service users in a professional, sensitive and respectful manner. The manager confirmed that care plans are regularly reviewed, in consultation with the service user and their relatives, to reflect changing circumstances and to ensure that the individual’s care and support needs continue to be met in a structured and consistent manner. This was supported by care plans that were examined and confirmed by members of staff, spoken with during the inspection: ‘I read everyone’s care plan and know what support each individual needs’. Loxwood House DS0000014210.V315326.R01.S.doc Version 5.2 Page 12 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 15, 16 & 17 Quality in this outcome area is good. This judgement has been made using available evidence, including a visit to this service. Service users are enabled and supported to maintain contact with family and friends as they wish and effective links with the community enrich their social and educational opportunities. Service users benefit from appropriate recreational and leisure activities and menus that are balanced and nutritious, reflecting their individual likes and preferences. EVIDENCE: The recreational and leisure interests of service users are identified and recorded in their individual care plan and they continue to be supported to access activities and facilities, reflecting their individual needs, preferences and abilities. Individual care plans examined and comments from service users confirmed that they regularly attend local day centres, enjoy various minibus outings and Loxwood House DS0000014210.V315326.R01.S.doc Version 5.2 Page 13 a variety of other leisure activities, including art, music and dance, board games and barbeques. Visiting to the home is unrestricted and the manager confirmed that, where appropriate, service users’ family links are encouraged and supported, however not all service users have regular family contact. Menus are varied and balanced and are based on service users’ identified likes and preferences. An alternative to the main meal is always available and although it was noted that the menu is not displayed, it is recorded in a book and readily available. Meals continue to be served in two separate dining rooms and from positive comments from service users it is evident that this arrangement works well and the standard of food provided is to their satisfaction: ‘The food here is good – no complaints!’ ‘It’s usually nice and quiet while we’re eating.’ Three service users are currently involved in preparing packed lunches for people going to day centres, however a member of staff confirmed that service users are not generally involved in meal preparation. Loxwood House DS0000014210.V315326.R01.S.doc Version 5.2 Page 14 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19 & 20 Quality in this outcome area is good. This judgement has been made using available evidence, including a visit to this service. Staff have developed close and positive relationships with service users and demonstrate an awareness and sound understanding of their individual care and support needs. Service users are protected by clear and comprehensive policies and procedures in place for the control and safe administration of medication. EVIDENCE: In accordance with their personal care plan, service users are fully supported and enabled, as far as practicable, to exercise control over their lives and maintain maximum levels of independence and individuality. During the inspection, service users were observed being supported in a sensitive, professional and respectful manner. Documentary evidence was in place to demonstrate that the health and emotional care needs of service users continue to be met within the home. Since the previous inspection, as required, specific guidelines for staff intervention have been developed, in respect of a service user with epilepsy. Loxwood House DS0000014210.V315326.R01.S.doc Version 5.2 Page 15 In individual plans that were examined there was evidence of well maintained personal care records, including bathing, hair and nail care and general observations. All service users are registered with local GPs and have access to other health care professionals, including district nurses, physiotherapists and dentists, as necessary. It was noted, in care plans that were examined, that all appointments with, or visits by, health care professionals are recorded. Up to date and detailed policies and procedures relating to the control, storage, administration and recording of medication are in place. Medicines are stored and recorded appropriately. All staff responsible for administering medication have received training and are individually assessed and authorised to do so. This was confirmed by staff spoken with during the inspection and further evidenced by training records examined. The manager confirmed that, following risk assessments, no service user currently self-administers their own medication. Loxwood House DS0000014210.V315326.R01.S.doc Version 5.2 Page 16 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 22 & 23 Quality in this outcome area is good. This judgement has been made using available evidence, including a visit to this service. The home’s complaints procedure ensures that service users, staff and visitors feel able to express any concerns, confident that they will be listened to and acted upon. Service users are protected, through policies and procedures relating to abuse and adult protection. EVIDENCE: A satisfactory complaints procedure is in place for the benefit of service users’ relatives and other visitors to the home. Having brought it to the attention of the manager, during the inspection, the complaints procedure was immediately amended to include updated contact details for the CSCI. All complaints are recorded and include actions taken and outcomes achieved. However, it was noted that there have been no formal complaints received by the home since the last inspection. The manger confirmed that service users’ meetings are held on a regular basis and provide an opportunity for any concerns to be raised and discussed before they become complaints. Service users and members of staff, spoken with during the inspection, confirmed that they would have no hesitation in speaking to the manager or making a complaint if necessary and each person was confident that they would be listened to. Loxwood House DS0000014210.V315326.R01.S.doc Version 5.2 Page 17 Detailed policies and procedures have been developed relating to adult protection and abuse, including a whistle blowing policy. The manager confirmed that, since the previous inspection as required, all staff have undertaken specific adult protection training, in accordance with the multi agency guidelines for the protection of vulnerable adults, including the correct procedures for reporting suspected abuse. This was supported through discussions with members of staff during the inspection and evidenced through individual training records. Loxwood House DS0000014210.V315326.R01.S.doc Version 5.2 Page 18 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 24, 25, 28, 29 & 30 Quality in this outcome area is good. This judgement has been made using available evidence, including a visit to this service. The service is accessible, safe and clean and remains clearly suitable for it’s stated purpose. Service users benefit from all necessary specialist equipment and pleasant accommodation that is comfortable, well maintained and decorated to a satisfactory standard. EVIDENCE: It is evident that there has been little change in the physical environment at Loxwood House since the last inspection and standards remain satisfactory throughout. During my ‘guided tour’ of the premises it was evident that the well maintained décor and good quality furniture and furnishings provide a comfortable, pleasant and homely environment for service users. The manager confirmed that independence and individuality continue to be promoted within the home and this is evident from the personalising of service users’ individual rooms, which clearly reflects individual tastes and interests. Loxwood House DS0000014210.V315326.R01.S.doc Version 5.2 Page 19 A housekeeper is employed to work 22 hours a week. On the day of the inspection, levels of cleanliness throughout the home were found to be satisfactory. Infection control procedures are in place and closely adhered to. Positive comments from service users, spoken with during the inspection, reflected a high level of satisfaction with the home and the services provided: ‘I’m very happy with my lovely room and it’s always kept clean and tidy’. As with many of the environmental standards, the situation regarding shared space remains largely unchanged. Adequate communal areas are provided to meet the individual and collective needs of the service users. All communal areas are decorated and furnished to a high standard. Furniture and lighting throughout the home is domestic in character. Loxwood House DS0000014210.V315326.R01.S.doc Version 5.2 Page 20 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 32, 33, 34, 35 & 36 Quality in this outcome area is good. This judgement has been made using available evidence, including a visit to this service. There is always sufficient trained and competent staff on duty to meet the assessed needs of the service users. Service users are protected by satisfactory staff recruitment policies, procedures and documentation. EVIDENCE: The stable and dedicated staff team remains clearly able to meet the assessed, individual and collective needs of service users within the home. All new employees are provided with a comprehensive job description and staff spoken demonstrated a sound understanding of their individual role and responsibilities. In addition to the comprehensive induction programme undertaken by all newly appointed staff, the manager confirmed that appropriate core skills training is provided, including first aid, moving and handling, food hygiene and fire safety. This was confirmed through discussions with staff and supported by training records examined: Loxwood House DS0000014210.V315326.R01.S.doc Version 5.2 Page 21 ‘There is always plenty of opportunities for training here.’ Following discussion with the manager, it is recommended that a staff training matrix be developed and implemented. There are currently three members of staff who hold the National Vocational Qualification (NVQ) level 2. This represents 50 of all care staff in the home. In accordance with company policy, the manager confirmed that formal supervision is provided for all care staff on a regular basis. This was evidenced by supervision records examined and through discussions with staff, spoken with during the inspection, who acknowledged the benefits of effective supervision and confirmed feeling valued and supported by the manager: ‘Supervision is very useful and the manager is always helpful and supportive’. It is evident, from discussions with members of staff that the manager also operates an ‘open door’ policy, with staff feeling increasingly confident and able to discuss any issues at anytime: ‘Things have got much better here over recent weeks and months, morale has improved and I feel much more involved now with what’s going on’. The manager is clearly aware of the need for thorough and robust recruitment procedures, to ensure the protection of service users. Individual files that were examined, relating to recently appointed members of staff, were found to be well maintained, containing all relevant and necessary information, including two satisfactory references, proof of identity and satisfactory Criminal Record Bureau (CRB) and Protection of Vulnerable Adults (POVA) disclosures. Loxwood House DS0000014210.V315326.R01.S.doc Version 5.2 Page 22 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. Service users’ rights and best interests are safeguarded by the home’s record keeping policies and procedures. The health, safety and welfare of service users are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 37, 39 & 42 Quality in this outcome area is good. This judgement has been made using available evidence, including a visit to this service. Service users benefit from a competent and experienced manager and are protected by satisfactory health and safety procedures. Their best interests are safeguarded by adequate and effective quality monitoring systems. EVIDENCE: The experienced Registered Manager is also the owner of Loxwood House and is clearly competent to run the home. He confirmed that, since the previous inspection, he has completed both the Registered Manager’s Award (RMA) and NVQ level 4, in Management and Care. This was evidenced by relevant certificates displayed on the office wall. From direct observation and through discussions with service users and members of staff, it is evident that the manager continues to demonstrate a Loxwood House DS0000014210.V315326.R01.S.doc Version 5.2 Page 23 clear sense of leadership and direction. He remains clearly motivated, positive and approachable and continues to create an open and inclusive atmosphere within the home. The home continues to operate effective quality monitoring systems, including satisfaction questionnaires for both service users and their relatives. Positive comments received from collated responses from the most recent survey indicate a high level of satisfaction with the home and the care and support provided: ‘We are very grateful for the care our daughter has received over the years in such a lovely, friendly home’. ‘I would have no hesitation in recommending Loxwood House….’. Although the views of the service users’ relatives and visitors are sought, it is currently done very randomly. Following discussion with the manager it is recommended that this process be more structured and carried out on a more regular basis. The manager confirmed that the health, safety and welfare of service users and staff remains of paramount importance within the home. Staff training is provided in many aspects of safe working practices, including moving and handling; food hygiene; fire safety and first aid. All staff training is recorded. COSHH assessments and guidelines are in place. Regular fire drills are undertaken and recorded. It was noted that the most recent drill was carried out in July this year. Temperature regulators are fitted to all hot water outlets, accessible to service users. All accidents, incidents and injuries are recorded and reported, as required. Loxwood House DS0000014210.V315326.R01.S.doc Version 5.2 Page 24 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 3 2 3 3 3 4 3 5 X 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 3 26 X 27 X 28 3 29 3 30 3 STAFFING Standard No Score 31 3 32 3 33 3 34 3 35 3 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 X 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 X 3 X 2 X X 3 X Loxwood House DS0000014210.V315326.R01.S.doc Version 5.2 Page 25 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. 2. Refer to Standard YA35 YA39 Good Practice Recommendations It is recommended that a staff training matrix be developed and implemented. It is recommended that the process of seeking the views of service users’ relatives and other visitors to the home be more structured and carried out on a more regular basis. Loxwood House DS0000014210.V315326.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection East Sussex Area Office Ivy House 3 Ivy Terrace Eastbourne East Sussex BN21 4QT National Enquiry Line: 0845 015 0120 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Loxwood House DS0000014210.V315326.R01.S.doc Version 5.2 Page 27 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. 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