Inspection on 27/11/08 for Mill Hayes Residential Home

This inspection was carried out on 27th November 2008.

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

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

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 13/03/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Mill Hayes Residential Home 72 Mill Hayes Road Kynpersury Stoke on Trent Staffordshire ST8 7PS     The quality rating for this care home is:   two star good 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: Linda Clowes     Date: 2 7 1 1 2 0 0 8 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.csci.org.uk Internet address Care Homes for Older People Page 3 of 27 Information about the care home Name of care home: Address: Mill Hayes Residential Home 72 Mill Hayes Road Kynpersury Stoke on Trent Staffordshire ST8 7PS 01782519047 01782519047 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Care View Services Limited Name of registered manager (if applicable) Elizabeth Claire Adams Type of registration: Number of places registered: Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category physical disability Additional conditions: The maximum number of service users to be accommodated is 16 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) 16 Physical Disability (PD) 8 Dementia (DE) 4 Date of last inspection Brief description of the care home Mill Hayes is a privately owned care home. and is located in a semi-rural location on the ourskirts of Biddulph. It is conveniently situation on the main A527 between Tunstall and Congleton. Accommodation is provided on two floors with access by staircase or a passenger lift. There were two shared bedrooms each with en-suite Care Homes for Older People Page 4 of 27 4 0 8 Over 65 0 16 0 care home 16 Brief description of the care home facilities and twelve single bedrooms for a total of 16 older people. There was a bathroom on the first floor and an assisted bathroom on the ground floor with separate toilet facilities conveniently located around the home. On the ground floor there was a large lounge with adjacent snug and a separate dining room. There was a secure decked garden area with a covered smoking area. The home stood in grounds that were set with lawns, shrubs and a decked area. There were hard-standing car parking facilities. 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: two star good 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: One inspector carried out this inspection which took place over 9 hours. This was a key inspection that was inspected against the National Minimum Standards for Care Homes for Older People and the Care Homes Regulations 2001. We inspected all of the core standards. Various methods were used to obtain information regarding the services provided by Mill Hayes. Questionnaires were forwarded to people who use the service and seven responded. We spoke with a high number of people on the day. Questionnaires were forwarded to the staff team and one responded. Prior to the inspection visit the Providers had completed a self-assessment tool, which is known as the Annual Quality Assurance Assessment (AQAA). Completion of the AQAA is a legal requirement and it enables the service to undertake a self-assessment Care Homes for Older People Page 6 of 27 which focuses on how well outcomes are met for people using the service. Information from this AQAA was used to plan the inspection visit and references to it have been included in this report. This was the first inspection since the change of ownership. The proprietor was present on the day of the inspection. 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.csci.org.uk. You can get printed copies from enquiries@csci.gsi.gov.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 adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Information is provided by the service to enable people to decide whether Mill Hayes is the right place for them. It is a concern that the manager was not aware that the home is not registered to provide services to people with mental health needs as this could result in inappropriate admissions to the home. Evidence: No requirements were made in this outcome area in the last inspection report. Following a recent change of ownership, the Statement of Purpose and Service User Guide have been reviewed and updated. Seven people who returned surveys told us that they received enough information about the home before they moved in so that they could decide if it was the right place for them. However, there remain some areas which need to be included to meet regulations as follows: a.The range of needs that the home is intended to meet b.Whether nursing is to be Care Homes for Older People Page 10 of 27 Evidence: provided c.The number and relevant qualifications and experience of the staff working at the home. The range of needs must reflect those agreed and included in the Certificate of Registration issued by the Commission. The Certificate of Registration does not allow for admission of any person who has mental health needs. Discussions took place with the proprietor and manager on the day of this inspection to confirm this point. Should the home wish to admit people who have mental health needs they must make application to the commission to vary their present Certificate of Registration. We will liaise with the home directly regarding this matter outside of this report. New contracts had been issued to all people who use the service by the new proprietor. The manager told us that there had been an admission to the home that had not worked out and the person had to be quickly removed. It was stated that insufficient information had been provided. It is important that part of the admission procedure should be to directly contact the individuals general practitioner to check current medication and any medical history or special needs that are relevant. A requirement has been made regarding this issue. It is also recommended that the manager confirms in writing to people who use the service that the home is suitable for the purpose of meeting the persons needs in respect of his health and welfare. Care Homes for Older People Page 11 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. In the main people who use the service receive the care that is assessed for their individual needs. Evidence: One requirement was made in this outcome area in the last inspection report for the home to obtain a controlled drugs cabinet to meet current controlled drugs safe storage regulations. The home has obtained a cabinet as required. However, it is noted that it is difficult to store all the blister packs that contain controlled drugs for one person who is being accommodated on respite arrangements due to the small size of the cabinet. Should the home have more than one person whose controlled drugs medication is dispensed into blister packs it may have difficulty with appropriate storage. A recommendation is made for the home to ensure that it has sufficient storage facilities for controlled drugs medication for the people it accommodates. We looked at the support plans of two recent admissions and found that there had been an improvement in the information contained since the last inspection. The record was comprehensive and gave information for staff on how care should be Care Homes for Older People Page 12 of 27 Evidence: delivered. There was no record of the persons weight on admission and a recommendation has been made for weight to be recorded in order to provide a statistical base line should there be any future concerns regarding weight loss or gain. Routine medical support is arranged, e.g. chiropody, community nurses, etc. People tell us that they receive visits from their General Practitioner when they wish to or when the home is concerned about their health. Six of the seven people who responded to surveys told us that they received the care and support they need and that staff listen to them and act on what they say. People spoken with generally confirmed that they were satisfied with the service they received in the home. One person told us they did not consider their specialist needs were being fully met. We spoke with the individual, their relatives (who visited on the day) and the manager. It is understood that an imminent review of care needs is due to take place. We recommended that they should discuss the persons expectations and aspirations fully with the social worker to ensure that the peson is appropriately placed. All parties agreed to do so. There had been a recent admission where the home had been unable to meet the care needs of the person. The manager stated that she had not received full and accurate information regarding the persons specialist care needs. A requirement has been made that the manager shall not admit people unless she has carried out a full assessment of their needs so that she may decide whether the home can fully meet the persons individual needs. The home also needs to make sure that it contacts the general practitioner for each person to check what current medication is being prescribed at point of admission. This would also provide the opportunity to clarify any medical issues that may have been missed in the care needs assessment (care plan). We monitored the morning medication round. The storage and recording of medication was much improved. Two staff were administering medication with one taking the lead. They had received training and were knowledgeable about the medication being administered and the people whom they were administering to. We noted, however, that one person was prescribed dispersible aspirin that was not dissolved in water prior to administration. We spoke with the person and they told us that they preferred the swallow the tablet whole. We have asked the home to check with the General Practitioner that he agrees with this method of administration. 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The routines of daily life and activities are flexible and varied to suit individual expectations and preferences. Family and community links are promoted and encouraged. People who use the service are provided with a balanced, wholesome diet to meet their individual needs and tastes. Evidence: A recommendation was made in the last report for the home to provide meaningful activities outside the home and the home has endeavoured to do so. People who returned surveys told us that the home always or usually provides activities that they can take part in if they so wish. The home has arranged local trips to places of interest or to local pubs and restaurants for lunch. Various entertainers visit the home to provide organ recitals and sing-songs. A large projection screen has been provided and home cinema equipment purchased so that films can be shown and people told us that they like to watch these in the afternoons. Sky TV has been installed. There is a new DVD surround sound system, new aquarium, new fishpond and fountain in the garden. A hairdresser visits the home on a weekly basis. Staff provide activities such as reading newspapers, playing cards and board games. We watched a small group making paper hats with one care worker. Care Homes for Older People Page 14 of 27 Evidence: It is apparent that the Activities Programme has been reviewed and people are enjoying meaningful activities to enrich their lives in the home. People told us that they enjoy the food served in the home and that it is varied and sufficient. The cook confirmed that she is allocated extra time to carry out shopping for the home which enables her to purchase seasonal good quality food. There is a choice of food available and hot food options for breakfast, lunch and tea. Special diets are catered for. In this small home the cook and care staff are knowledgeable about individual food likes and dislikes. The home is currently liaising with the Principal Trading Standards Officer who has monitored the meals served and has provided advice on how to reduce fat and sugar content in meals served generally in the home. 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service, their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Evidence: One recommendation was made in this outcome area in the last key inspection report for the home to provide training for care staff in Protection of Vulnerable Adults from Abuse. This has been completed. The AQAA tells us that the home has received no complaints. We looked at the complaints record. No formal written complaints have been received by the home. The manager confirms that when people raise any issues she tries to respond immediately to put things right. The commission has not received any formal complaints about Mill Hayes. One safeguarding issue has been investigated and is being resolved. People who responded to surveys and those we spoke with say that they feel safe in the home. They also confirm that they would be happy to raise issues with the manager knowing they will be dealt with. The home has a vulnerable adults policy and staff are aware of what they must do if they are concerned regarding any issues of abuse. Information about the complaints procedure is included in the Statement of Purpose and Service User Guide. A copy of the Service User Guide is located in each bedroom. The manager has a current copy of the Safeguarding Policy and Procedure for the Local Authority. Care Homes for Older People Page 16 of 27 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. People live in a safe, well-maintained environment both internally and externally. Equipment is provided by the home to maximise peoples independence. Evidence: No requirements were made in this outcome area in the last inspection report. On the day of our visit the home is warm and clean and there are no malodours. People told us that the home is always clean and fresh. There has been a significant improvement in the environment since the home has changed ownership. New double glazed windows have been fitted throughout. Decoration has been carried out as part of a rolling programme. New chairs (leather recliners) and settees are in place. New dining room tables and chairs have been introduced freeing up a lot more useable space in the dining room. The laundry area in the basement has been thoroughly refurbished and redecorated. Externally, a new decked area with garden tables and chairs has been established, making a pleasant outdoor garden area. New fencing surrounding the property has increased security and privacy. A new sheltered arbour in the garden has been designated as the smoking area for the home. The car park has been resurfaced and a new name sign for the home has been erected. CCTV has been installed. There are plans to fit an electronic gate at the entrance to further promote security. There are plans to upgrade and refurbish the bathroom on the first floor. Care Homes for Older People Page 18 of 27 Evidence: The proprietor has told us that he is hoping to erect a new conservatory off the dining room in the New Year. This will provide additional seating and give people further choices of places to sit and spend their time. Care Homes for Older People Page 19 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 adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service benefit from a stable, trained workforce. People will be better protected if the home carries out robust recruitment procedures that include the taking up and receipt of references for all prospective employees. Evidence: No requirements were made in this outcome area in the last inspection report. The proprietor has introduced a new staff uniform, consisting of black trousers and a red polo shirt with the homes logo. New identification badges are worn by all staff. The AQAA tells us that the home has a care staff team of fourteen, plus one agency/bank staff. Nine care staff have National Vocational Qualification (NVQ) Level 2 in Care with six working towards this award. All Seniors have First Aid Training. All catering staff have attained training in the safe handling of food and those care staff responsible for food preparation have also received food handling training. We have suggested that the home introduces a training matrix so that all staff training can be seen at a glance. The records show that regular staff meetings take place and staff spoken with confirmed this. Staff also confirmed that they had regular supervision. The service has taken on an apprentice from a local college. The manager said that this was working well and people who use the service liked to have the young people around the home. Care Homes for Older People Page 20 of 27 Evidence: We looked at the files of two staff who had recently been recruited. It was disappointing to find that for one person no references had been obtained and for the second only one reference was on file. It was identified that both staff had been deployed in the home in a supernumery capacity. However, a requirement has been made for the home to ensure that no person is deployed in the home until full and satisfactory references have been received in order that the home can determine that the individual is a fit person to employ. Criminal Records Bureau Enhanced Disclosures (police checks) have been received for both staff. Both were undertaking induction training. We issued an immediate requirements form on the day to cover this issue. Staff spoken with on the day confirmed that they were well supported by the new proprietor and that they were happy working in the home. The survey we received from a staff member expressed satisfaction with the way the home supported her to do her job. The following comments were added: Since the new owners have taken over everything has changed for the better. They have made vast improvements to the home. Also life for residents has been improved a lot. They now get outings at least once a week, celebrate any occasion possible ie halloween, bonfire night. The proprietors are very hands on with residents and know them all. They make a point of getting to know staff and residents which encourages a very friendly atmosphere. Mill Hayes has again become a place where residents and staff enjoy to be. I am looking forward to seeing what the future holds for Mill Hayes now that its a part of Care View Services. Care Homes for Older People Page 21 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 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 managed by a person who is fit to be in charge. Staff are appropriately supervised and the health and welfare of people who use the service and staff are promoted and protected. Evidence: There were no requirements in this outcome area in the last inspection report. The manager is qualified and experienced to carry out her job. She has attended the Commission for Social Care Inspection for the Registered Managers interview and has been approved. The proprietor has provided computer equipment that allows internet access and communication with his other care home in the West Midlands. This will allow the manager and her staff team to keep in touch with local social work teams and allow access to current information about the care industry. The new proprietor has worked hard to upgrade the home to provide a much improved environment. He has also established good working relationships with his manager and Care Homes for Older People Page 22 of 27 Evidence: staff team. He is an active proprietor who regularly visits the home and takes part in the trips with people who use the service. We looked at the records of finances for two people in the home and found these to be satisfactory. We looked at Fire Records and found these to be up to date. We observed, however, that individual first risk assessments had not been carried out on people who use the service to establish procedures in the event of fire. The manager will need to undertake fire risk assessments taking into consideration the numbers of people who need one or more people to assist them to a safe location and such factors as peoples ability to follow verbal instructions, whether they may be on medication that affects their mental capacity and the geography of the building. She is then responsible for ensuring that adequate staff are on duty in the event of an outbreak of fire. A recommendation has been made to cover this issue. The AQAA document tells us that routine maintenance has been carried out on all equipment in the home. We identified that moving and handling training had lapsed or was imminently due for renewal for a number of care staff. The manager stated that none of the people in the home on the day needed staff to mobilise. However, the AQAA shows that 13 people need assistance with washing/bathing, 10 need help with dressing/undressing and 5 need two or more staff to help with their care. Discussions took place with the proprietor and manager to advise them that no one can be admitted to the home who needs assistance with moving and handling until staff receive training. We issued an immediate requirement on the day regarding this matter. Current and appropriate insurance cover is in place Care Homes for Older People Page 23 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 24 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 1 29 17 17(2) Schedule 4. 16/01/2009 The service shall not deploy workers in the care home until they are satisfied the person is fit to work and that two appropriate and satisfactory references have been received. This will ensure that people are protected from risk by the homes recruitment procedures 2 38 18 18(1) 16/01/2009 When people are admitted to the service who need staff to assist them with moving and handling there must be sufficient staff available who have current moving and handling qualifications. This will ensure that people who use the service and care staff are not placed at risk of harm. 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 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 Care Homes for Older People Page 25 of 27 improving their service. No. Refer to Standard Good Practice Recommendations 1 3 No person should be admitted to the home unless the registered person has confirmed in writing to the person who wishes to use the service that the care home is able to meet their needs in respect of their health and welfare. It is recommended that a record be made of the weight of the people who use the service on admission to the home. This will provide a base line statistic should there be future concerns about weight loss or gain. It is recommended that the home should check the with the persons general practitioner prior to admission what current medication is prescribed. This will also allow the home to identify if there are any health care needs they need to be aware of that may not have been included in the care needs assessment. The service must ensure that it has sufficient secure storage to appropriately and safely store all controlled drugs in the home to comply with the Misuse of Drugs (Safe Custody) Regulations. This includes controlled drugs stored in individual blister packs. It is recommended that a staff training matrix is introduced that allows the training for the staff team to be identified at a glance. This will give a comprehensive overview of training that has taken place with dates. It will then be possible to determine clearly that the staff in the home have the skills mix required to meet the needs of the people who use the service. It is recommended that regular quality audits (service user satisfaction questionnaires) are carried out for all people who use the service, including those on short stay arrangements. This will assure people who use the service that their views are being sought and listened to. 2 7 3 9 4 9 5 30 6 33 Care Homes for Older People Page 26 of 27 Helpline: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk 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!