Inspection on 13/02/09 for Mavesyn Ridware House

This inspection was carried out on 13th February 2009.

CSCI found this care home to be providing an Adequate service.

The inspector found no outstanding requirements from the previous inspection report, but made 6 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Mavesyn Ridware House 30/03/10

Mavesyn Ridware House 18/01/10

Mavesyn Ridware House 08/07/08

Mavesyn Ridware House 01/08/07

Mavesyn Ridware House 12/12/06

Mavesyn Ridware House 19/04/06

Mavesyn Ridware House 23/01/06

Mavesyn Ridware House 08/09/05

Mavesyn Ridware House 17/01/05

Mavesyn Ridware House 19/07/04

Mavesyn Ridware House 12/01/04

Similar services:

Maple Lodge

Heathlands

Aston Court Nursing Home

Breme

Ravenhurst

Bank House

Inspirations

Ashcroft Hollow Nursing Home

Extracts from inspection reports are licensed from CQC, this page was updated on 19/06/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Mavesyn Ridware House Church Lane Mavesyn Ridware Near Rugeley Staffordshire WS15 3RB     The quality rating for this care home is:   one star adequate service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Mandy Beck     Date: 1 3 0 2 2 0 0 9 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop 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 Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 27 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 27 Information about the care home Name of care home: Address: Mavesyn Ridware House Church Lane Mavesyn Ridware Near Rugeley Staffordshire WS15 3RB 01543490585 01543490585 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : Mavesyn Ridware Residential Home Ltd care home 21 Number of places (if applicable): Under 65 Over 65 0 21 0 dementia old age, not falling within any other category physical disability Additional conditions: 6 0 8 The maximum number of service users who can be accommodated is: 21 The registered person may provide the following category of service only: Care Home Only (Code PC) To service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category (OP) 21 Physical disability (PD) 8 Dementia (DE) 6 Date of last inspection Brief description of the care home Mavesyn Ridware is located off a public transport route near to Armitage and Handsacre. It provides care and accommodation to 21 older people. The home stands in its own grounds with stunning views, the gardens are well maintained and offer appropriate seating areas for the people who use the service. The home has a large lounge, conservatory and separate dining room. Bedrooms are Care Homes for Older People Page 4 of 27 Brief description of the care home single occupancy and some have an en-suite facility. The current range of fees are not included in the Service User Guide. People are advised to contact the home directly for this information. The most recent inspection report is available from the home upon request. Care Homes for Older People Page 5 of 27 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: one star adequate service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: This was the second unannounced inspection of the home this year. Two inspectors were present and an expert by experience. An expert by experience is a person who, because of their shared experience of using services and/or ways of communicating, visits a service with an inspector to help them get a picture of what it is like to live in or use the service. We used information we have about the home to help us plan this inspection. This included the Annual Quality Assurance Assessment (AQAA), the home has supplied this to us and it gives us information about how the home is performing and the improvements they intend to make. We looked at information the home has given us in relation to incidents and accidents. We call these notifications. We have used any information we have about Care Homes for Older People Page 6 of 27 Safeguarding referrals and complaints people may have made about the home. We spent time during this inspection talking to people who live in the home and to the staff who support them. We also spent time looking at care records as part of our case tracking process. This enables us to make judgements about the homes ability to provide a service to the people who live there. What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 8 of 27 Details of our 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) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 9 of 27 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People will have their needs assessed in full prior before they agree to move into the home. Evidence: We looked at the assessment information of three people as part of our case tracking process. We found that in each case the home had obtained a copy of the care managers assessment and had completed their own. The home needs to make sure that all of the information is included in the homes assessment. This will make sure peoples needs will be known to the home and enables staff to plan care for people. The home does not provide intermediate care services. Care Homes for Older People Page 10 of 27 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Peoples healthcare needs are generally being met but improvements are needed to record keeping systems. Medication practices need to be improved to reduce risks to people living in the home. Evidence: When we last visited the home we said that care plans needed to be more individualised to peoples own preferences. The manager has worked hard to develop a new care planning system that is beginning to do this. We saw evidence of peoples preference for care and their likes and dislikes had been recorded. People had also signed to show their agreement with the care planned. This is positive work and needs to continue so that people are being offered the care they want and need. We did look at the care plans for two people during this inspection. We have already mentioned there has been an improvement in this area but there are still gaps that will need to be addressed. For instance we saw one person was assessed as being at risk of falls. The falls risk assessment had not been reviewed but the care plan had. What the review of the care plan failed to take into account was the three recorded falls this Care Homes for Older People Page 11 of 27 Evidence: person had prior to the review taking place. This information should be taken into account and where necessary the risk assessment should be updated and the management plan amended to reduce the risk to the person. At the last inspection we said that people should be regularly weighed. We were worried to see that this is still not being done. We asked to see the records of peoples weight since our July 2008 inspection. The person in charge showed us one set of records dated September 5th 2008. When we asked where the other records would be we were told there are none. We were told again that some of the people in the home cannot use the stand on scales the home has and the provider was not bringing the weigh bridge scales to the home frequently enough for them to record peoples weight on a monthly basis. This situation needs to be addressed. The home must be able to effectively monitor peoples weight so that they can take action for any unplanned weight loss or gain. We looked at the pressure area care of people in the home. We found that this was generally satisfactory. We noted one persons air mattress was inflated to a setting of 100 suitable for a person of 60kgs or more. The person using the mattress was of very slight build but because there were insufficient records of the persons weight we could not satisfy ourselves this mattress wasnt over inflated. The home has been asked to contact the district nursing service for further advice. We spent time talking to care staff about the care they provide to people. What the staff told us gave us assurances they knew peoples needs and what they wanted. We asked staff if they had a chance to read the care plans they said we know where they are but no not really, we get a verbal report so we know what is going on. People have access to their own doctor and other healthcare professionals as they need them. We were told If I feel under the weather I will ask one of the staff to get the doctor for me, its never too much trouble. We looked at medication systems in place. The home is now recording the temperature of the drugs fridge on a daily basis. This means the home is able to keep medicines requiring cold storage safely and take action to prevent temperature from becoming too hot or cold. We were told that only staff who have received training are allowed to administer medications in the home. The home should put systems in place to monitor the competence of those staff on at least an annual basis. This will ensure that staff are continuing to practice safely and not place people at risk. We have made other recommendations, we have said that two staff should sign all handwritten entries on the Medication Administration Record (MAR) sheet. Staff should also record the amount of medication received onto the MAR sheet. Where variable doses have been prescribed this should be recorded. This will help with audits and keeping track of peoples medication. We looked at the storage for controlled drugs, we found that the current storage facilities do not comply with recent changes in legislation and will need to be addressed. The provider has told us during this inspection the location of medication Care Homes for Older People Page 12 of 27 Evidence: storage is due to be changed in the very near future and this will address the shortfalls. The home also needs to purchase a new controlled drugs register that is not of loose leaf design. The home have been advised to talk to their supplying pharmacy about this. Care Homes for Older People Page 13 of 27 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There are activities on offer for people to take part in but more could be done. Meals are adequate but people would like more choices in relation to food and drink. Evidence: This is the third time we have visited the home and people have told us they were bored. The expert by experience spoke to some of the people living in the home. They told us there isnt much to do except watch the TV, theres no point sitting downstairs nothing goes on. We have also spoken to staff during this visit about activities, they told us they seem to really like the progressive mobility that happens on a Monday, we have tried hard to make more time for activities, we have moved bath days around so it can free up time in the week to do things with the residents, I dont think it is perfect but I think since you came last time there have been improvement because we werent doing enough before. The home has produced an activity planner and this is on the homes notice board, activities include playing dominoes, cards, bingo and singalongs. There have been a couple of trips out of the home which were enjoyed by people. They said it would be nice to get out more, we did enjoy the visit to the zoo. The home also arranged for a visiting theatre company to come to the home over the Christmas period to entertain people. Care Homes for Older People Page 14 of 27 Evidence: People are encouraged to have visitors whenever they choose. During this inspection we had the opportunity to speak to some visitors, they said the staff here are very good they try really hard, I cant complain about the care my mom gets. People do have the choice of where they receive their visitors, they can see people in the privacy of their own rooms, in the communal areas and in the patio area in the home garden. People continue to be encouraged to bring in their possessions from home to make their rooms more personal to them. We saw a few bedrooms during this inspection one person told us I would like to go out and buy some more things for myself but some times there isnt enough staff for me to do that. We said during our last inspection that meals in the home were generally satisfactory but could be improved. People told us not much has changed. We sampled some of the food being served for lunch. There was a choice of fish, fish fingers or fish cakes with homemade chips. There was also faggots, broccoli and mashed potato. We found that the meal was tepid. We told the provider about our findings during the inspection. He told us that he frequently eats at the home and finds the food to be very good. We spoke to care staff who told us the residents do get an occasional treat when requested. The expert by experience spent time talking to people about the meals. They told him the food is adequate, another person said we have whatever is on the menu, there is no real choice. We are recommending again that the home reviews the current menu and includes the people in the home in the decision making process about what food is served. This should include peoples preferences. Care Homes for Older People Page 15 of 27 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People feel able to raise concerns but do not always feel confident they will be addressed by the home. There are systems in place to protect people from abuse in this home. Evidence: The home has told us it has updated the complaints policy since our last inspection. The complaints procedure can be found in the reception area of the home and on the notice board. The home tells us it has not received any complaints since the last inspection. The commission has not been notified of any concerns. We spoke to people during this inspection about making complaints if they had concerns. They said yes I would talk to staff but they dont take much notice it depends who you talk to, another person said yes I know who to talk to but I have no concerns at the moment, the care is very good, relatives told us sometimes they are a bit slow to respond to you, feel like you have to push, but thats not the carers. The home should explore these comments further during residents meetings so that they are clear people feel comfortable about raising concerns and confident they will be addressed by the home. We said during our last inspection that staff needed training in Safeguarding Vulnerable Adults. Staff told us that this had not been done however they were able to tell us about the different types of abuse and some of the signs of abuse they would look for. All of the staff said they would report any allegation straight away to the manager. Some of the staff were unsure about what happened next. We have Care Homes for Older People Page 16 of 27 Evidence: recommended the safeguarding process is discussed as part of a staff meeting so that all staff are aware of what happens once a safeguarding is made. We have raised our concerns about the safe use of bed rails in the home. At present the bed rails are supplied by the district nursing team. The bed rails we saw were not safe and there were excessive gaps which increased the risk of entrapment to the people using them. The home did not have maintenance records or records of visual checks for the bed rails. We showed the person in charge how an excessive gap could trap a person. We have said that the home must contact the district nursing service promptly in order to address this problem and reduce the risk to the people using this type of restraint in the home. We did not look at the recruitment of staff during this inspection. We were told that no new staff have been employed since our last inspection. The home did however show us during our last visit that required security checks against the Protection of Vulnerable Adults (PoVA) list and a Criminal Records Bureau (CRB) disclosure are being completed. This practise should help prevent unsuitable people from working with vulnerable adults. Care Homes for Older People Page 17 of 27 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is a welcoming and pleasant place for people to live. Evidence: The home continues to provide a welcoming environment for the people who live there. The hand rails for the garden ramp have been fitted and make entry into the garden safer for people. Our expert by experience had the opportunity to look around the home and made the following observation the amenities were in good conditions, there is a new standing shower and two newly decorated toilets. The rooms are all carpeted. They were neat and tidy, there were no unpleasant odours in the home. The home has a pleasant environment. We spoke to some of the people living in the home they said, I like my room, I prefer not to sit downstairs, its my space. Another person said it is very nice here. There are some infection control practises in place and staff have available to them gloves and aprons for when they are helping people with personal care. each toilet and bathroom has liquid soap and paper towels for people to use for hand washing purposes. The laundry facilities are small but appear to serve the home well. The floor and walls have been re-coated so that they provide an impermeable and easy clean surface. This will help reduce the risks of cross infection to the people who live there. Care Homes for Older People Page 18 of 27 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Staff are now having the training they need in order to meet peoples needs. The home recruits people in a manner that protects the people living in the home. Evidence: The staffing levels has remained unchanged since our last inspection. Staff said again It would be nice to have another person on shift to help. People we spoke to during this inspection said the staff are kind and caring, one person did say it depends who is on duty some are nicer than others. We spoke to staff about training they told us we have recently done equality and diversity training, first aid and moving and handling, yes we have done some but cant remember all of it. Our expert by experience spoke to staff, they told him I love it here, I worked in a nursing home before but this is more relaxed, there is a family atmosphere in which I enjoy working. Both staff said that they had been supported by the home in completing their National Vocational Qualification (NVQ) level two and three. We did not examine staff files during this inspection. We were told the home has not recruited any new staff. Recruitment processes were judged to be satisfactory during the last inspection. The manager has improved the induction process for new staff by arranging with the local college for staff to attend and complete an induction to social care. The induction Care Homes for Older People Page 19 of 27 Evidence: meets the Skills for Care induction standards this means staff will have a comprehensive introduction to social care work. Care Homes for Older People Page 20 of 27 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The manager has made some imrpovements in the home, however the home cannot say it is run in the best interests of the people there because it is not consulting with them. Evidence: There has been no change in management since our last inspection. The manager was not present during this inspection. The manager has worked hard to improve the care documentation in use throughout the home. We have noted these improvements and feel the home is moving in the right direction with the person centred planning. The manager is aware that further improvement is needed and will continue to work upon this. We were told there has been no change in the quality assurance system since our last inspection. The person in charge told us that the home is due to send our satisfaction questionnaires to people living in the home in the near future. The AQAA tells us that regular audits are being completed, specifically on care planning, medication and the Care Homes for Older People Page 21 of 27 Evidence: environment, but none were available during this inspection. It is also concerning that if medication audits were being completed regularly the issues we have found with medication during this inspection have not been identified as shortfalls as part of the audit trail. The home must improve this process so that it can demonstrate how it is operating in the best interests of the people living here. There has been no change in the way the home supports people in managing their money. We looked at some of the records the home keeps to show the expenditure of people living there. We have said that the home should obtain receipts for all transactions so that they can ably demonstrate where peoples money has been spent. The home has secure facilities for the safe storage of money. Health and safety practises in the home are generally safe and protect the people living there. We noted during a review of the most recent accidents there have been a total of 21 falls recorded in the home over a period of three months. The home should audit these accident reports and look at ways of managing or reducing the risk of falls to people in the home. We have also mentioned previously that bed rails seen during this inspection were not fitted correctly and needed to be reassessed by the district nursing service. The home must also keep records of visual checks and maintenance of bed rails to reduce the risk of entrapment to people. We spoke to staff about training, they told us recent training has included first aid, fire training, dementia care and moving and handling. We also saw records of safety certificates for the home and found they were up to date. Care Homes for Older People Page 22 of 27 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 23 of 27 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 1 8 12 The home must make sure that pressure relieving equipment is inflated to the correct setting for the person using it. This will make sure people are getting the pressure relief they need and are not being placed at further risk. 30/04/2009 2 8 12 The home must make sure that risk assessments and management plans are updated to reflect changes in peoples condition. This will mean that staff are aware of peoples changes in condition and can take action to reduce the risks for that person. 29/04/2009 3 9 13 Controlled Drugs must be stored within a cabinet that complies with the Misuse of Drugs (Safe Custody) Regulations 1973. 19/06/2009 Care Homes for Older People Page 24 of 27 This will mean the home is complying with legislation. 4 38 12 The home must audit the amount of falls people are experiencing in the home and take action to reduce them. This will mean that people are not being placed at increased risk of falling. 5 38 12 The home must be able to demonstrate that it is keeping regular visual and maintenance checks on bed rails in use in the home. They must do this to make sure that bed rails are fitted safely and are not posing an increased risk to the people using them. 6 38 12 The home must make sure that peoples bed rails are compatible with their bed and are fitted safely. This must be done to reduce the risks to people using this type of restraint. 29/04/2009 29/04/2009 29/04/2009 Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations 1 7 The home needs to make sure that staff do get the opportunity to sit and read peoples care plans. This will make sure that all staff understand and know the care people want. The home should record the weight of people on at least a Page 25 of 27 2 8 Care Homes for Older People monthly basis. This will help them monitor any unexplained weight loss/gain. 3 4 15 25 The home should consult with people living in the home about thier choices for the menu. The home should record the temperature of the hot water on a regular basis. They should do this so they can be sure hot water is being maintained at the recommended temperature. There should be records of the maintenance of the thermostatic regulator valves. The home needs to make sure satisfaction surveys are given to people in order for them to voice their opinions about the service they are receiving. The home should obtain receipts for all transactions made on behalf of people. This includes hairdressing and chiropody. The should be able to demonstrate where people have spent their money. 5 33 6 35 Care Homes for Older People Page 26 of 27 Helpline: Telephone: 03000 616161 or Textphone: or Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 27 of 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. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!