Inspection on 16/09/08 for Millbeck

This inspection was carried out on 16th September 2008.

CSCI found this care home to be providing an Excellent 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

Millbeck 17/10/06

Millbeck 03/11/05

Millbeck 21/06/05

Millbeck 21/03/05

Millbeck 05/07/04

Similar services:

Middlesbrough Intermediate Care Centre

Turret Villa Retirement Home

Moor House

Mendip House

Beaconsfield Court Care Home

Little Sisters Of The Poor

Manor House

Middleton Hall Ltd

Extracts from inspection reports are licensed from CQC, this page was updated on 06/02/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Millbeck High Street Norton Stockton-on-Tees TS20 1DQ     The quality rating for this care home is:   three star excellent 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: Michaela Griffin     Date: 1 6 0 9 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. the things that people have said are important to them: They reflect 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 © (2008) 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: Millbeck High Street Norton Stockton-on-Tees TS20 1DQ 01642360995 01642360319 angela.mclachlan@anchor.org.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Mrs Angela McLachlan Type of registration: Number of places registered: Anchor Trust care home 30 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: The number of persons shall not at any one time exceed 30 elderly frail people Date of last inspection Brief description of the care home Millbeck is a purpose-built, two storey building on the High Street in Norton. The home blends in well with the neighbouring properties and has the advantage of having various amenities within walking distance e.g. Post Office, library, shops, pub, medical centre etc. Accommodation comprises 30 individual bedsit flats each with a lockable front door, letterbox, and room-number. Each flat has en-suite toilet and hand basin. The home itself is tastefully decorated and has two lounges, one on each floor. There is also a dining room on each floor. Millbeck is surrounded by well-maintained gardens, and seating is provided outside the main entrance where residents can sit and enjoy the garden or watch the activity along the High Street. 0 Over 65 30 Care Homes for Older People Page 4 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: three star excellent 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: The inspection took place on one day. The inspector visited the home and looked around. She talked to the manager and five other staff. She also talked to two people who recently moved into the home, their relatives and a group of four people who have lived there for a while. Before the inspection survey forms were sent out to ask people what they think about the service. Eight people who live in the home completed these surveys and gave their views. One health care professional also returned a survey. The charges for this service are from 428 to 432 per week. The weekly charge does not include hairdressing and chiropody. People also pay separately if they choose to have a telephone in their rooms. Care Homes for Older People Page 5 of 27 Care Homes for Older People Page 6 of 27 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 7 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 8 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. The home provides information in clear, written English about the service it offers, to enable people to make decisions. The home makes sure it will be able to meet peoples needs before they move in. Evidence: The inspector checked the information the home provides for people who want to move in. This tell them about the service and accommodation it offers. Everyone who lives in the home has a guide that explains what they can expect. This information is in clear, written English. The home should develop a picture-based version and an audio recording for people who do not or can no longer read English. And it should publicise that the information can be provided in languages other than written English, including braille. This is so that everyone who is considering moving into this home has the information they need, in a form they can understand. Offering alternatives to written English will also let everyone know that the home welcomes people from different Care Homes for Older People Page 9 of 27 Evidence: cultures and backgrounds and with different communication needs. The inspector checked the files of the five people who have moved into the home this year. She found that the home had got information about each persons needs from the health and social care professionals who know them. It had then carried out its own assessment. The inspector talked to two of the people who have move in this year and their relatives. They described how the home was careful to be sure that it could meet each persons needs before offering a place. People were given the chance to visit and spend time at the home before they moved in. Then they stayed for a trial period before making the decision to stay as permanent residents. The files examined show that the manager obtains all the assessment information she can from other agencies and professionals and then carries out her own assessment. 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Peoples health and social care needs are explained in care plans and individuals have a say in how their care is provided. People who use the service are protected by the homes procedures for managing medication. People are treated with respect. People who are dying and bereaved receive sensitive care and support. Evidence: The home develops a care plan for each person that explains the care they need and the way they prefer it to be given. The individual files checked and interviews with two residents and three relatives confirmed that they are fully involved in discussions about their care. Care plans are also reviewed regularly and peoples relatives and representatives are invited to take part in these discussions. A relative wrote in a letter: We always felt that our mother was treated with dignity, courtesy and yet a sense of fun too. The home works closely with health care professionals to ensure that each persons Care Homes for Older People Page 11 of 27 Evidence: health care needs are also met. A health professional stated that the service is: Always attentive to peoples needs and quick to report or ask for advice. Family members commented on how their relatives health has improved since they moved in. They explained that the home has promoted their independence and welfare by ensuring that they have the specialist support and equipment they need. The home provides comfort and care to people at the end of their lives. The needs of the bereaved are recognised. The home honours the memory of people who have died, for example with a memory book, memory tree at Christmas and a memorial garden. The home provides spiritual support to people who use the service based on Christian traditions and the expectations of the people who live there currently, who are all white British also. The home should regularly review the way it caters for peoples spiritual needs and celebrates traditions, to ensure that the needs of people from more diverse communities and faiths are recognised. This is so that people considering moving into or working in the home know that it is a place that welcomes everyone, whatever their background, race, faith or culture. Care Homes for Older People Page 12 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. People have a lifestyle that suits them. Individuals have choice and control over their lives and people are able to keep in touch with families and friends. The home provides a varied and balanced diet for people who use the service. Evidence: Evidence of the lifestyle offered by the home was considered during the inspection. This included talking to people who use the service individually and in a group, meeting relatives, reading their letters to the manager, looking at the programme of planned activities and photographs and other records of events and outings that have taken place. Five staff, including two chefs, were interviewed. It was clear that they all take an interest and a pride in working together to provide people who use the service with a lifestyle they enjoy and to keep them involved with their families and the local community. The home employs an activities coordinator. She arranges a programme of activities and entertainment that matches the preferences of the people who currently live in the home, with the help and ideas of other staff and relatives. Care Homes for Older People Page 13 of 27 Evidence: People are consulted regularly about how they want to spend their time. Each person has their own social interaction plan and also has an opportunity to contribute to the planning of group activities and to suggest changes and improvements. There was evidence that peoples views are listened to and the activities offered are changed as individuals or their wishes change. For example, the home moved some evening activities to afternoons when people asked, so that they did not clash with popular television programmes. A relative said: There always seems to be plenty going on and they can choose if they want to join in. One service user described how she had enjoyed a visit from a group of Bikers at Easter, who brought gifts. She chose to eat a meal with them, although she usually likes to eat in her room. Relatives said that they are always made welcome. With the service users permission, they can have keys to the home and the individual room, so they can visit when they please. They are invited to join in activities. Two said that they had accompanied people from the home on a trip and one had helped by giving out coffees at a social event. Another relative wrote: The whole family have been made to feel welcome, whenever we have visited the home. The home does not have its own minibus, so must rely on hiring a coach for trips. But people go out regularly in large and small groups and individually. Outings include trips to the coast, to Butterfly World, shopping and the local pub. The people who currently live in the home are happy with the lifestyle it offers, but they are all from the white British majority community and most are from the immediate neighbourhood. The manager explained that if someone from a minority ethnic community, culture or belief system expressed an interest in moving into the home, she would carry out research to ensure that the home would understand and satisfy the individuals cultural and spiritual needs. She would receive support and advice from Anchor, which is the organisation that runs this home and other services in a variety of areas and communities. The home should consider how it can show that it would welcome people from minority communities. All staff should have training on equality and diversity issues, so that they recognise and respect the differences between people, including those related to sexual orientation, identity and lifestyle choice, ethnicity and culture, as well as disability, illness and impairment. Then the provider, manager and staff can feel sure that they are not unintentionally or indirectly excluding any individual or community, from applying for a place or a job in the home. The home provides a varied diet that is changed regularly and is based on what people Care Homes for Older People Page 14 of 27 Evidence: say they would like. People are offered two or three choices at every meal but they can have something else prepared for them individually if they prefer. People said that they enjoy the food. A family member commented on how her relatives appetite has improved. One person explained how the chef had talked to her and her family when she moved in about the food she likes and how she likes it to be prepared and presented. Another person said: The food is good. I like it. The two chefs were interviewed. They had records of every persons preferences and special needs, as well as the menu choices offered. They described how they contribute to the lifestyle that the people who live in and visit the home enjoy, by preparing special food for themed events like a Country and Western evening or a Burns Night Supper. The home has two pleasant dining rooms with kitchen areas, where relatives can make drinks and snacks. People can join in cookery sessions and many like to help prepare cakes and scones for special events and celebrations. A certificate on display was awarded to people from this home last year, when they were runners-up in a regional Christmas cake competition. 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 are confident that their concerns and complaints will be taken seriously and acted upon. People are protected from harm. Evidence: The home has a clear complaints policy and procedure and the people who use the service who returned surveys said that they would know how to make a complaint. The guidelines the home provides to staff on how to respond to complaints and how to keep people safe were checked during the inspection. The records that show how the home has dealt with complaints and how it keeps people safe were available for the inspection and were clear and up to date. The manager and staff who were interviewed also demonstrated that they understand the regulations and the homes policies on keeping people safe from harm through accidents, neglect or abuse. Staff training records showed that they all have had the training required, when they first start work and then get regular up dates. One person who lives in this home said I feel safe. Another person said that he can always talk to his key worker if he has any concerns. Care Homes for Older People Page 16 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 excellent 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 clean, comfortable and safe environment, adapted to meet their needs and match their lifestyles. Evidence: The home is in the centre of Norton, which is a convenient place for people to go out into the community and for other people to visit. It has its own car park and pleasant, fairly secluded garden. The home is clean, well furnished and decorated. It is large enough to meet peoples needs, with a choice of adapted bathrooms and space to socialise in small and larger groups. But it still provides a comfortable, homely environment. A relative said: We loved it as soon as we looked round. It is like a hotel, but homely as well. The home has a maintencance programme that ensures that the building is kept in good repair. Its records show that all the equipment and facilities are checked and serviced regularly by suitably qualified contractors. Each person has their own room, with their own door key and letter box. The rooms are large enough for family and friends to visit. Each room has an ensuite toilet with full basin, and they are all suitable for people who use wheelchairs. One visitor Care Homes for Older People Page 17 of 27 Evidence: commented on how her relative enjoys the independence and privacy this gives him. People personalise their rooms to their own taste. Some have brought in their own favourite furniture. Most have family photos and ornaments, as well as televisions and music equipment. The entrance lobby has been improved by new flooring. There is now a patio area outside that people who use wheelchairs can get to. The home should continue these improvements and provide a path around the outside of the building so that all the people who live there can enjoy all the garden. 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Peoples needs are met by the staff, who have the skills and attitude required. People are protected by the way the home recruits staff. Evidence: The recruitment records of staff who started working in this home in the last year were checked. The home manager, one new member of staff and three other care staff were interviewed. Induction workbooks were also available for the inspection. They are a record of the training and information that each new employee was given before she started working with people in the home. The programme of training planned and provided for all staff was also examined. The homes manager gets help and guidance on recruiting staff from the personnel department of Anchor, the organisation that runs the home. This means that the organisation carries out checks to make sure that it does not employ people who have something in their backgrounds that could make them unsuitable for work in a care service. Anchor (the organisation that runs this home) has an Investors in People Award. This is an national accreditation for organisations that can demonstrate that they encourage staff to develop their skills and knowledge, to achieve their own potential and carry out Care Homes for Older People Page 19 of 27 Evidence: their work safely and well. A health care professional said that the staff at this home are keen to have specialist training, so that they can meet peoples needs safely and well. All the permanent staff have the National Vocational Qualification in Care (NVQ) at level two or above. This shows that they have achieved the recommended and nationally recognised qualification. The home has an annual training plan which is based on an analysis of needs of the people who live there and the skills and interests of staff. The manager is also a qualified internal verifier for NVQs which means she is on hand to help staff complete the work they need to do to achieve these qualifications. She is very keen to encourage her staff to undertake training to meet peoples needs competently and with confidence. The care staff interviewed said that they feel they get enough training and their line managers support them if they identify that they need to know more about something that will help them care for people’s particular needs. The staff are organised into small teams of care staff and housekeepers with domestic responsibilities. They are all led by a team leader. All staff have regular one to one meetings with their team leaders who all have training to enable them to support and supervise staff, assess how well they are doing their jobs and identify their training needs. There are enough staff on duty to meet peoples needs at all times. And there is a period of time every day, when the shifts change, when there are two teams of staff available to spend time chatting to people and giving them individual attention. The manager said that unlike many care services, the home has no problems recruiting staff. They are mainly white British and from the area. There are no vacancies and the home also maintains a pool of trained and vetted relief staff to cover from staff absences and holidays and maintain continuity in the service. Four staff have worked in the home for over 10 years and 17 for over 5 years. This means that there are a group of staff who know this service well. It is also a sign that people are happy in their work and the rewards they get from it. They feel a sense of commitment to the people who live in the home and their colleagues and managers. There is a good range of ages among the staff team but the only man is the gardener and caretaker. The home should continue to try and find ways of letting people know that it can provide a supportive and welcoming environment to different sorts of people from different sorts of backgrounds. Care Homes for Older People Page 20 of 27 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 well managed and run in the best interests of the people who live there. Peoples financial interests are safeguarded. The home keeps clear and up to date records and ensures that people are kept safe. Evidence: The manager has been in post since 2004 and before that was the acting manager and deputy at the home. So she knows her job and the service well. She is registered with the Commission for Social Care Inspection, this means that she has been through a process that established that she is a fit person to manage the home. She has kept up to date with the knowledge and training she requires to do her job. She has done this through Anchors own internal management training and support programme and through working towards the Registered Managers Award, which is a nationally recognised qualification. The manager is supported in carrying our her responsibilities by a deputy and two part Care Homes for Older People Page 22 of 27 Evidence: time administrators, as well as Anchors regional management team. Anchor has specialist departments that contribute to the smooth running of this home. They include a personnel department that helps with staff recruitment and training and an Estates Management department that helps ensure that the home is well maintained and that improvements are planned and carried out. Within the home, team leaders share responsibility for delivering and continually trying to improve the service. Each one has a special area of responsibility and the evidence from records, surveys and interviews with staff and service users, is that they each take a pride in doing their job well. The home has a well established quality assurance system. That is how the managers check that the home is doing all it can to provide a good service and to meet peoples needs in the way that they want. A survey of the views of people who use and work for Anchor services is conducted by Laing and Buisson (who are independent management consultants) every two years and the home is provided with an Action Plan based on these consultations. Every other year the home does its own survey. The homes action plans are reviewed monthly by the manager and the Anchor area manager. In between the annual surveys there is regular consultation with service users, relatives and professionals. Anchors estates and buildings department is part of development planning to meet service users needs and expressed preferences. Monthly quality visits are carried out by different people from the regional management team, with a different focus. The home has systems to enable the people who live there to keep their own money and personal possessions safe. The home keeps detailed records of the help it gives people to manage their personal money. The homes records were clear, well organised and up to date, on the day of the inspection. They showed that the manager has policies and procedures to protect the health and safety of people who live and work in the home and systems for checking that these rules and guidelines are always followed. 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 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 improving their service. No. Refer to Standard Good Practice Recommendations 1 1 The home should develop picture-based versions and audio recordings of the information it provides, for people who cannot or can no longer read English. And it should publicise that the information can be provided in languages other than written English, including braille. This is so that everyone who is considering moving into this home has the information they need, in a form they can understand. Offering alternatives to written English will also let people know that the home welcomes people from different cultures and backgrounds and with different communication needs. The home should regularly review the way it caters for the spiritual needs of people who live there and celebrates traditions. This to ensure that the needs of people from more diverse communities and faiths are recognised. All staff should have training on equality and diversity issues, so that they recognise and respect the differences between people, including those related to sexual orientation, identity and lifestyle choice, ethnicity and culture, as well as disability, illness and impairment. The home should provide a path around the outside of the building so that all the people who live there, including those who use wheelchairs and have mobility problems, can enjoy all the garden. Page 25 of 27 2 11 3 12 4 20 Care Homes for Older People 5 29 The home should continue to try and find ways of letting people know that it can provide a supportive and welcoming environment to different sorts of people from different sorts of backgrounds. The manager should work with Anchors human resources/ personnel staff to identify if there are any individuals, groups or communities underrepresented in the current work force and review the organisations recruitment policies and procedures, including where and how it advertises for staff. This is so that people who will make good carers are not reluctant to apply for jobs because they are different from the majority of people who work in the home. It will also let people who are considering moving into this home that it can meet their needs and will respect them and their life style choices. The manager should continue to work towards the Registered Managers Award. This will show that as well as many years of relevant experience and training, she has demonstrated that she has the knowledge and skill she needs to manage the service by achieving a nationally recognised management qualification 6 31 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 © (2008) 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!