Inspection on 18/10/06 for Medway House

This inspection was carried out on 18th October 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 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

Medway House 16/10/07

Medway House 05/01/06

Medway House 09/06/05

Medway House 17/09/04

Medway House 18/02/04

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

CARE HOME ADULTS 18-65 Medway House First Choice Care Limited 62 Medway Gardens Wembley Middlesex HA0 2RJ Lead Inspector Andreas Schwarz Key Unannounced Inspection 18th October 2006 09:30 Medway House DS0000017468.V314917.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 Medway House DS0000017468.V314917.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. Medway House DS0000017468.V314917.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Medway House Address First Choice Care Limited 62 Medway Gardens Wembley Middlesex HA0 2RJ 020 8385 1438 020 8904 5250 firstchoicecare1@hotmail.com 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) First Choice Care Limited Mr Divya Gandhi Care Home 4 Category(ies) of Mental disorder, excluding learning disability or registration, with number dementia (4) of places Medway House DS0000017468.V314917.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 5th January 2006 Brief Description of the Service: Medway House is a care home providing personal care and accommodation for up to four people with mental health issues. The home specializes in the support of Asian people. At the time of the inspection, the group of people living at the home is of mixed gender, and there were no vacancies. The home is owned and run by Mr Gandhi, the director of First Choice Care. The home has 24-hour staffing, including one staff sleeping-over at night. The company has one other registered home, Mosaic House, which is within walking distance from Medway House. First Choice Care is providing care to residents from the Asian community. The home is located within a residential area of Sudbury, part of the borough of Brent. It is close to local shops and both bus and rail links. Parking restrictions do not apply on the road outside the home. There is parking in front of the home. The premises are a modern two-storey building and are in keeping with other homes in the street. All bedrooms are single rooms, fully furnished, and with built-in sinks. One is downstairs. The home has two bathrooms, with a walk-in shower facility in one, and a third, separate toilet downstairs. The home has an open-plan kitchen and lounge. A small garden is to the rear of the property. Fees and charges can be obtained from the registered manager. Medway House DS0000017468.V314917.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced key inspection took place in October 2006 and lasted the whole day. The inspector spoke to two service users, two members of staff and the registered manager Mr Gandhi was available throughout this inspection. The inspector observed staff interacting with residents and viewed files, polices and other relevant documents. The inspector was invited to sample lunch during this inspection. The inspector would like to thank residents, staff and registered manager for being helpful and welcoming during this inspection. What the service does well: What has improved since the last inspection? What they could do better: Medway House DS0000017468.V314917.R01.S.doc Version 5.2 Page 6 The inspector made six requirements during this key inspection, there is a need for the home to have clearer recording of trial visits and the service user or their representative must sign contracts. The inspector noted that new activities have not been appropriately and formally risk assessed. The sofas in the lounge are very worn and must be replaced. The inspector noted that staff has been supervised, but staff have not received regular supervisions. The registered manager has informed the inspector that the home has done a Portable Appliances Test recently and wanted to forward the certificate to the Commission for Social Care Inspection, which was still outstanding at the time of writing this report. 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. Medway House DS0000017468.V314917.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 Medway House DS0000017468.V314917.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): 2 Overall quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. New prospective service users receive detailed information about the home, prior to being assessed appropriately, to establish if the home is able to meet the needs of new prospective residents. EVIDENCE: The inspector viewed one assessment, which was undertaken by the registered manager. The assessment is judged as being detailed and relevant to the individual. The resident informed the inspector of being involved in the assessment and having had the opportunity to test-drive the home. Unfortunately the inspector was unable to find any records of these trial visits. This was discussed with registered manager and it is required to have clear records of new prospective residents visiting the home prior to moving in. The homes admission policy has been reviewed in July 2006. Medway House DS0000017468.V314917.R01.S.doc Version 5.2 Page 9 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 Overall quality in this outcome area is good. This judgement has been made using available evidence including a visit to the service. Care plans are of good quality and service users involvement is evident throughout all care plans. Residents can choose where to go, what to eat and evidence of this was observed during this inspection. The home has detailed risk assessments in place and service users are involved in the review process. EVIDENCE: The inspector viewed two care plans during this inspection; all care plans have been reviewed in the last six months. Residents informed the inspector that they have been involved in the review processes and key workers stated in the care plan reviews if residents choose not to sign the document. Care plans reflect assessed needs. All residents have an allocated key worker and residents informed the inspector of meeting their key worker regularly to discuss progress. The inspector noted that one resident did not have a contract on file, which is required. Service users informed the inspector that they can go out if they want and all residents have their own room key with the exception of one resident who Medway House DS0000017468.V314917.R01.S.doc Version 5.2 Page 10 choose not to have one. The inspector observed during this visit staff giving choices to residents. Service users choose daily what they want to eat, what they want to wear and where they want to go. The home is supporting residents to budget their finances and two finance records checked by the inspector were of good standard. The inspector viewed a range of detailed risk assessments. The home has a risk assessment policy in place. The home has Health and Safety risk assessments for the individual and for the home as a whole in place. One resident has recently started to go out independent, but this has not been risk assessed by the home, which is required. The inspector viewed guidelines in regards to one resident who has restricted access to cigarettes; these guidelines have been signed and agreed by the resident. Medway House DS0000017468.V314917.R01.S.doc Version 5.2 Page 11 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 Overall quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to the service. The home is supporting residents to live a full, culturally appropriate and stimulating life. Residents can choose where to go, what to do and what to eat and are involved in the planning of activities. EVIDENCE: Residents living at the home are currently not in full employment. Residents access drop-in centres and day services of their choice. One resident informed the inspector of going to a local college to do his Math GCSE. He informed the inspector that he would like to get computer qualifications in the future. The registered manager informed the inspector that the home is supporting service users in learning new skills, which could lead to employment or to moving into more independent accommodation in the future. The home is supporting service users around their finances and ensures all residents are on the correct allowances. Medway House DS0000017468.V314917.R01.S.doc Version 5.2 Page 12 Activity plans provided evidence of residents going shopping, to dinner or lunch, etc. Residents the inspector has spoken to confirmed this. The home celebrates religious festivals such as Diwali and Christmas, the home was in preparation for Diwali and residents have started to decorate the lounge. Residents informed the inspector of going home during Diwali and the home is planning a meal out with all staff and service users in the coming week. Residents have been to Lanzarotte and Butlins for their annual holiday. Residents informed the inspector of having enjoyed the holiday and showed photographs to the inspector. All residents are on the electoral register. The registered manager informed the inspector that the home has no problems with neighbours. The home has a MPV, which can be used for residents. The inspector viewed the relationship policy during previous inspections and judged the policy of good standard. The registered manager informed the inspector that the home does not discourage relationships; he however explained that if there is a risk to residents, the relationships will be risk assessed and restriction may be implemented. This was confirmed by a resident, who also demonstrated understanding why this is the case. Residents confirmed of receiving regular family visits and family members are invited to CPA meetings and care plan reviews. The inspector noted that the home does not have a drugs and alcohol policy in place, which is recommended. Service users living in Medway House are self-managing around personal care; bathrooms and bedrooms are lockable to provide privacy. Residents informed the inspector that staff usually knock before entering their room and all feel to be treated with respect by staff and management. The inspector observed residents accessing all areas in the home. Residents informed the inspector that they help around the home and weekly activity plans confirmed this. Residents are allowed to smoke in the garden. The home is providing cultural appropriate meals such as vegetarian curries, chapattis, rice, etc. The inspector was invited to sample one meal, which was extremely tasty and very nicely presented. Residents are encouraged to help with cooking and service users informed the inspector of laying the table and cutting vegetable, etc. One resident explained to the inspector, that the home is providing burgers and other meat products if he chooses. The registered manager is purchasing non-perishable food in bulk and vegetables are bought locally with the residents. Residents informed the inspector of being very happy with the food and told the inspector that this is one reason why they like to live at the home. The home does not have a set menu and residents informed the inspector that staff asks them what they want before preparing a meal. Medway House DS0000017468.V314917.R01.S.doc Version 5.2 Page 13 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; 21 Overall quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents living in Medway House do not require personal care support; policies are in place in the event of changing personal care and health care needs. Service users health is managed appropriately and residents are encouraged to be as self-managing as possible. The home has addressed issues relating service users wishes regarding ageing, illness and death. EVIDENCE: The registered manager informed the inspector that residents living in Medway House do not need input in personal care. Residents are self-managing and wash, dress and toilet themselves. The manager informed the inspector, that on occasions residents are reminded having a shower or using the appropriate toiletries. Appropriate policies are however in place, if the personal care need of residents would change. Residents informed the inspector that they could go to bed whenever they want and that they choose their own clothes during the day of this inspection. Staff is from a similar or the same background as the service users and informed the inspector of being aware of their cultural and ethnic background. The home has good links with the mental health team and psychiatrists; Community Psychiatrist Nurses visit the home regularly. Medway House DS0000017468.V314917.R01.S.doc Version 5.2 Page 14 All residents have a designated key worker, which they meet regularly to discuss progress and any changes in their care. All residents are registered with their own GP, health visits are clearly recorded and it is evident that residents can visit their GP or any other health care professional if they have the need to. One resident informed the inspector that he would visit his new psychiatrist the coming week to discuss changes in his medication; this was recorded in the homes diary. The home has updated their medication policy following an inspection by the pharmacy inspector of the Commission for Social Care Inspection. The policy was judged as being compliant during a previous inspection. Medication is packed by the pharmacist and delivered to the home, received medication is clearly recorded and medication administration records had no gaps and have been of good standard. Previous inspections asked the home to obtain information from residents in regards their wishes of death and dying, which has been complied with. During a recent death the need for service users wills has been highlighted, this was discussed with the registered manager and information about will writing services should be obtained and made available to service users. Medway House DS0000017468.V314917.R01.S.doc Version 5.2 Page 15 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 Overall quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Service users are encouraged to raise their satisfaction and dissatisfaction of services and support received at the home and are protected from abuse neglect and self-harm. EVIDENCE: The home has received two complaints since the last inspection; both complaints have been dealt with and resolved satisfactory. The complaints policy has been assessed as compliant previously and has been reviewed in October 2006. The home has a Protection of Vulnerable Adults policy, which has been reviewed in 2004 and is in need for another review. Two staff and the manager have attended Protection of Vulnerable Adults training in October 2006 and more staff is enrolled for another training session in January 2007. The home has the Protection of Vulnerable Adults policy of the funding borough and staff demonstrated good knowledge of what to do if they witness abuse. The home has a Protection of Vulnerable Adults pack, which is used for in-house training and induction. Medway House DS0000017468.V314917.R01.S.doc Version 5.2 Page 16 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; 30 Overall quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents live in a nicely decorated home, which is clean and free of any offensive odours. Service users personal possessions are displayed in rooms and in communal areas. EVIDENCE: The inspector took a tour of the premise and it was evident that the whole home has been newly painted. Previous requirements have been complied with. The home is spacious with a good-sized and well-maintained garden. Service users informed the inspector that they have helped staff cutting the grass. Two service users invited the inspector to view their room, both rooms were clean, spacious and service users informed the inspector that they clean their room with staff support. The two sofas in the lounge are old and worn. The inspector informed the registered manager that the sofas must be replaced. The home has an Infection control and Health and Safety policy in place; both policies have been reviewed and updated in May 2006. The infection control policy provides clear guidelines of what is reportable under RIDDOR and Medway House DS0000017468.V314917.R01.S.doc Version 5.2 Page 17 hazardous substances are locked away. The home was clean and free of any offensive odours during this inspection. The home has purchased a new washing machine and the residents are waiting for it to be delivered. The home has separate Health and Safety risk assessments in place. Medway House DS0000017468.V314917.R01.S.doc Version 5.2 Page 18 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; 34; 35; 36 Overall quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents’ benefit from a diverse, experienced and skilled staff team, which is supervised, but there is need of having supervisions more regularly. Appropriate recruitment policies and procedures protect residents from unsuitable staff. EVIDENCE: Staff employed by the home have varied qualifications, one staff has completed his National Vocational Qualification in Care Level 2, one member of staff has mental health experience as a mental health nurse from his country of origin and one member of staff is currently working towards achieving his National Vocational Qualification in Care Level 3. This exceeds National Minimum Standards. Staff attend a number of different trainings such mental health, positive behaviour intervention, etc. All personal files viewed by the inspector contained the necessary documentation and a training and development plan. The home does not employ any agency staff and is using bank staff on permanent employment. Medway House DS0000017468.V314917.R01.S.doc Version 5.2 Page 19 All files viewed by the inspector contained an enhanced disclosure undertaken by the organisation. The organisation has achieved their Investors of People award, which will be reviewed in 2007. All staff received a detailed induction and the inspector has viewed records. Staff has received an annual appraisal, but one staff received two and another staff has received three supervisions in one year, this was discussed with the inspector and all staff must receive at least six supervisions per year. Staff however informed the inspector that the registered manager is available and works various shifts during the week. Medway House DS0000017468.V314917.R01.S.doc Version 5.2 Page 20 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): Overall quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The registered manager is skilled and qualified to manage the home. Residents are regularly involved and consulted in the running of the home. Residents Health and Safety is not compromised and safe working practices are in place. EVIDENCE: The registered manager/provider Mr Gandhi is a qualified social worker with a diploma in management studies. The registered manager has a number of years experience working with people who have mental health problems. The registered manager is attending training and seminars that help him keeping up to date with changes in the social care sector. Service users and care staff the inspector has spoken to confirmed that the manager is supportive, approachable and listens to the problems and needs residents and staff could have. Medway House DS0000017468.V314917.R01.S.doc Version 5.2 Page 21 The home sent their annual development plan to the Commission for Social Care Inspection prior to this inspection. The home has sent out service users surveys in 2005 and should look into sending out new surveys to service users, families and visitors to obtain adequate information for the new service development plan 2006/07. The residents had one meeting since the last inspection; the registered manager informed the inspector that residents showed very little interest in the meeting. The inspector recommends having these meetings more frequent to get service users used to the meetings. The inspector viewed a very detailed fire risk assessment and all required fire safety tests such as equipment test, fire drill, emergency lighting are undertaken. The fire equipment has been serviced and the home purchased a fire training pack, which is used to provide regular fire training to staff. All safety certificates such as Landlords Gas Safety Certificate, Electrical Installation and Portable Appliances Test has been done, but the home must send a copy of the Portable Appliances Test Certificate to the Commission for Social Care Inspection. The Environmental Health Department visited in July 2005 and everything was satisfactory. Medway House DS0000017468.V314917.R01.S.doc Version 5.2 Page 22 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 X 2 2 3 X 4 X 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 2 25 X 26 X 27 X 28 X 29 X 30 4 STAFFING Standard No Score 31 X 32 4 33 X 34 3 35 3 36 2 CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 2 3 X 2 X LIFESTYLES Standard No Score 11 X 12 3 13 3 14 X 15 3 16 3 17 4 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 3 3 X 3 X X 2 X Medway House DS0000017468.V314917.R01.S.doc Version 5.2 Page 23 NO Are there any outstanding requirements from the last inspection? STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard YA2 Regulation 17(1)(a) Requirement The home must have clear records of new prospective residents staying for trial visits. The home must ensure that all residents are issued with a contract signed by the home and service user or their representative. The registered manager must ensure to risk assess if residents choose to undertake new activities, such as going out independently. The home must purchase new sofas for the living room. All staff must receive at least six formal and recorded supervisions per year. The home must send their Portable Appliances Test Certificate to the Commission for Social Care Inspection. Timescale for action 31/12/06 2. YA6 5(1)(b) 30/11/06 3. YA9 13(4) 30/11/06 4. 5. 6. YA24 YA36 YA42 23(2)(c) 18(2) 13(4) 31/12/06 31/12/06 20/10/06 Medway House DS0000017468.V314917.R01.S.doc Version 5.2 Page 24 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. Refer to Standard YA15 YA21 YA23 YA39 YA39 Good Practice Recommendations It is recommended to provide a drugs and alcohol policy. The home should obtain information of will writing services. The home should review their Protection of Vulnerable Adults policy annually. The home should send out surveys/questionnaires to service users, staff and stakeholders to obtain information about the service for the new service development plan. The home should hold residents meetings more regularly to enable service users to voice their opinions about the service. Medway House DS0000017468.V314917.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection Harrow Area office Fourth Floor Aspect Gate 166 College Road Harrow HA1 1BH 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 Medway House DS0000017468.V314917.R01.S.doc Version 5.2 Page 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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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