Inspection on 25/03/08 for Millington Springs

This inspection was carried out on 25th March 2008.

CSCI found this care home to be providing an Adequate 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

Millington Springs 16/03/09

Millington Springs 17/10/07

Millington Springs 14/11/06

Millington Springs 10/02/06

Millington Springs 05/08/05

Millington Springs 10/01/05

Millington Springs 20/08/04

Millington Springs 18/06/04

Similar services:

Byars Care Home

St Marys Nursing Home

Bramble Lodge

Parkmanor Residential Home

Thornham Grove

Hunter`s Lodge

London Road Neurological and Specialist Care Unit

Carlton Care Home

Extracts from inspection reports are licensed from CQC, this page was updated on 28/09/2008.

CARE HOMES FOR OLDER PEOPLE Millington Springs Portland Road Selston Nottinghamshire NG16 6AN Lead Inspector Susan Lewis Unannounced Inspection 25th March 2008 09:15 X10015.doc Version 1.40 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 Millington Springs DS0000057365.V361285.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 Older People. 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. Millington Springs DS0000057365.V361285.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Millington Springs Address Portland Road Selston Nottinghamshire NG16 6AN 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) 01773 581114 Elder Homes Midlands Ltd Tina Frances Kapp Care Home 42 Category(ies) of Dementia (10), Dementia - over 65 years of age registration, with number (10), Old age, not falling within any other of places category (42), Physical disability (5), Physical disability over 65 years of age (5) Millington Springs DS0000057365.V361285.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. Millington Springs Care Home is registered to provide care with nursing to male and female service users whose primary care needs fall within the following categories:Physical Disability over the age of 50 years (PD) 5 Physical Disability over the age of 65 years PD(E) 5 No more than 5 persons falling within the categories PD or PD(E) should be accommodated in Millington Springs Care Home when there are already 5 persons accommodated in the individual or combined categories of PD or PD(E) Old age, not falling within any other category (OP) 42 Dementia - over the age of 55 years (DE) 10 Dementia - over the age of 65 years DE(E) 10 No more than 10 persons should be accommodated at Millington Springs in the DE or DE(E) category when there are already 10 persons accommodated in the individual or combined categories of DE or DE(E) The maximum number of persons to be accommodated at Millington Springs Care Home is 42 17th October 2007 2. 3. 4. Date of last inspection Brief Description of the Service: The manager said that the current weekly fees for the home are £301 residential care and £501 nursing care high dependency needs. Rates are dependant upon needs and are further discussed during the preadmission procedure. The fee does not cover the cost of hairdressing and chiropody. The most recent inspection report is available in the reception area. Millington Springs is a purpose built home with 32 bedrooms, sited on Portland Rd, Selston, Nottinghamshire. The home provides personal care with nursing for older people and the home can also cater for physically disabled people and ten people with dementia care needs. The home has 3 lounges, 5 bathrooms, all with shower facilities, 1 walk in shower facility and 14 WCs. One bedroom has en-suite facilities and one bedroom has a shower cubicle. A garden area is provided at the rear and adequate car parking facilities to the front of the building. The home was purchased by Elder Homes Midlands Ltd and has undergone some refurbishment. Millington Springs DS0000057365.V361285.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 1 star. This means the people who use this service experience adequate quality outcomes. The focus of inspections undertaken by the Commission for Social Care Inspection is upon outcomes for service users and their views on the service provided. This process considers the provider’s capacity to meet regulatory requirements, minimum standards of practice; and focuses on aspects of service provision that need further development. This inspection involved one inspector; it was unannounced and took place over 7.5 hours, including lunchtime. The main method of inspection used is ‘case tracking’ which involves selecting three people living at the home and looking at the quality of the care they receive by speaking to them, observation, reading their records and asking staff about their needs, one person was “case tracked” to check that staff understood and provided for their cultural, religious and communication needs. We were unable to effectively understand and communicate with some of the people living at the home; therefore some judgements in this report are drawn from our observation of staff and resident interactions. Two members of staff were spoken with as part of this inspection. In addition the views of two other people accommodated who were not part of the “case tracking” have been sought to form an opinion about the quality of the service. Documents were read as part of this visit and medication was inspected to form an opinion about the health and safety of people who live at the home. A tour of the building was not undertaken on this occasion other than areas relating to the outstanding requirement of access to the garden. A review of all the information we have received about the home since the last inspection was considered in planning this visit and this helped decide what areas were looked at, including the required annual quality assurance assessment. What the service does well: The people who use the service are assured that their needs can be met by staff who are trained and competent to do so. The home is pleasantly decorated and people who move in to the home are able to personalise their bedrooms. Millington Springs DS0000057365.V361285.R01.S.doc Version 5.2 Page 6 People who use the service have their health and personal needs met and everyone has an individual care plan to ensure that their needs are met in the way they want. A range of activities are provided to suit the abilities of the people who use the service. Complaints are managed using the service’s complaints policy and people who use the service are assured that they are taken seriously. Recruitment procedures are in place, which ensure that people who are unsuitable to work with vulnerable adults are not employed. Health and safety checks take place to ensure the safety and well-being of the people who use the service. What has improved since the last inspection? What they could do better: Some staff should treat people who live at the home with more respect for their dignity and the manager must make sure they know the policy and philosophy of the home to avoid poor practice. Staff must ensure that people who use the service are listened to and that their choices are respected. Where people who use the service have assessed specialist dietary needs such as vegetarian then these should be met appropriately to ensure the person’s nutrition is not compromised. Staff should receive training on understanding what restraint is and when if ever it is appropriate to be used. The manager must also develop policies to ensure staff do not use restraint inappropriately. The access to the garden must made safe to ensure that people who use the service have full and free access to all parts of their environment. Please contact the provider for advice of actions taken in response to this Millington Springs DS0000057365.V361285.R01.S.doc Version 5.2 Page 7 inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Millington Springs DS0000057365.V361285.R01.S.doc Version 5.2 Page 8 DETAILS OF INSPECTOR 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) Scoring of Outcomes Statutory Requirements Identified During the Inspection Millington Springs DS0000057365.V361285.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 3 and 6 Quality in this outcome area is good. Admissions are not made to the home until a full needs assessment has been undertaken, which means people accommodated can be sure that the staff at the home can meet their needs. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Intermediate care is not provided in this service. Evidence from pre inspection information and the care plans seen shows that all people who use the service are assessed prior to moving to the service. Staff and people who use the service spoken with confirmed this. Millington Springs DS0000057365.V361285.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 and 10 Quality in this outcome area is adequate. Care plans are written in plain language, they are easy to understand and consider all areas of the individual’s life, which helps ensure people’s assessed needs can be met. The home works to an efficient medication policy supported by procedures and practice guidance, which protects people. The dignity of people who use the service is not always maintained. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The manager has introduced a new care plan system and those plans looked at showed that they were personalised and regularly reviewed. Millington Springs DS0000057365.V361285.R01.S.doc Version 5.2 Page 11 A requirement at the last inspection was to ensure care plans were amended where needs had changed. Plans viewed showed that where needs had changed these were noted in care plan and amendments made. Evidence in records showed that health care professionals were contacted when people who use the service felt unwell. The service also had links with the continence nurse and the tissue viability nurse. On the day of the inspection the Continence nurse was visiting and working with a nurse to look at continence assessments of people who use the service and ensure that they were receiving the correct service. Risk assessments are carried out to ensure where people who are identified at risk have support plans to minimise any further risk. Where people were identified as being at nutritional risk there was evidence that they were being weighed regularly and that staff liaised with the doctor to ensure food supplements were obtained. Two requirements were made at the last inspection regarding medication. Firstly people who use the service must be given their medication according to their prescription. Medication records were viewed and showed that there were no gaps in recording and people who use the service were receiving their medication appropriately. Secondly there must be an accurate record of medication held by the home to ensure that these are being administered safely and according to the residents’ prescription. The manager said that the service’s contract with the local pharmacy had changed and that this would mean that the way medication was brought into the service and recorded would be much better and ensure that errors in recording would be minimised. From evidence seen these requirements have been addressed and fully met. Temperatures of the medication fridge and room were taken and were within acceptable limits to ensure that medication was being stored at the correct temperature. Hand written entries are signed and countersigned to minimise any errors when transferring information onto the medication records. During a two short periods of observation, one in the morning and the second after lunch, staff spent very little time with people who use the service in any positive manner. On one occasion a person who was seated in a wheelchair said to a member of staff ‘don’t move me I don’t want to be moved’. The member of staff ignored her and proceeded to wheel the person to another position in the lounge. The inspector spoke to the person concerned and asked her if this happened a lot and she said it did ‘but what can I do about it?’ Later in the same lounge as people were being brought back from the dining area a person was seated in a chair against the wall and a member of staff brought in another person who was in a wheelchair and placed her directly in Millington Springs DS0000057365.V361285.R01.S.doc Version 5.2 Page 12 front of the person seated in her chair but with her back to her. They were positioned like this for at least 10 minutes before a member of staff moved the person in the wheelchair. Millington Springs DS0000057365.V361285.R01.S.doc Version 5.2 Page 13 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 and 15 Quality in this outcome area is adequate. Although there is a good activities programme the lifestyle expectations of people living at the home are not met and meals do not always meet the nutritional and cultural needs of all individuals, reducing choice and control for people living at the home. This judgement has been made using available evidence including a visit to this service. EVIDENCE: People who use the service were observed during the day and for many people they were seated around the outside edges of the room. Staff came in but apart from the activities person there was very little staff interaction other than a task orientated way. The TV was on in the corner but the majority of the people were unable to see it due to the angle of their chairs and the positioning of the screen. A person was asked if they wanted to see the TV replied ‘it’s always on I don’t really bother as I can’t see it from here’. Millington Springs DS0000057365.V361285.R01.S.doc Version 5.2 Page 14 Later in the day the TV was put on mute and the radio was put on a person was heard to say ‘I don’t know why the TV is still on I can’t hear it’. A number of people who use the service were involved in different activities in the morning, including the visiting hairdresser as well as the activities person coming and talking to them. Activities were also available in the afternoon and the information about forthcoming activities is available in the reception area. The midday meal was observed and was sausages or corned beef with vegetables and potatoes. The menu choice for that day was corned beef pie or pork steak. The cook said that she cooks what is left out for her by the other cook. A person who was vegetarian and was case tracked was given mashed pots and vegetables and gravy. We asked where her protein source was the person who was assisting her to eat said she didn’t know and indicated that she usually had vegetarian sausages. She checked with the cook who gave the person a protein supplement drink. This is insufficient to meet the person’s nutritional needs and does not meet her cultural needs. The food purchasing is centralised as is the menu planning and from discussion with staff and people who use the service there is no involvement from people who use the service in devising menus. People spoken with said, ‘ the food is alright’ but they ate what was put in front of them. Pictures were seen of the Easter weekend party where family and friends were invited to join in with people who use the service. People spoken with said that they enjoyed the party. It was clear throughout the day that visitors were welcome and could see their relatives where they wanted to. Millington Springs DS0000057365.V361285.R01.S.doc Version 5.2 Page 15 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18 Quality in this outcome area is adequate. There is a complaints procedure that meets the national minimum standards and regulations, which indicates that people who live there are listened to. Staff demonstrate some awareness of safeguarding adult issues but need more understanding around restraint issues to ensure that the people accommodated are appropriately protected. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The service continues to have a complaints policy, which is robust. It is available in the lobby and copies are also in bedrooms. Staff understood the importance of supporting people to complain particularly where people dementia. One person spoken with said that he didn’t know who to complain to but hadn’t needed to anyway. Staff had received training in safeguarding adults and were able to give examples of action they would take if they saw anything that concerned them. Millington Springs DS0000057365.V361285.R01.S.doc Version 5.2 Page 16 The use of restraint was discussed with staff who talked about where in the past a person who was known to wander had been placed in a recliner chair to help ‘settle’ him. This practice prevented him getting up out of the chair. Staff spoken with said that this practice did not happen now as the person was no longer in the home. Millington Springs DS0000057365.V361285.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19 and 26 Quality in this outcome area is adequate. The interior of the service is generally clean and tidy, making for pleasant surroundings for people to live within. The grounds are not tidy or accessible to people who use the service, which reduces their outdoor facilities. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The home is pleasantly decorated and people who use the service said that they liked their bedrooms and could personalise them. On the day of the inspection there was strong smell of urine in parts of the home. The manager said this was caused by the behaviour of a person who urinates where he feels like it. They have a support plan to modify his Millington Springs DS0000057365.V361285.R01.S.doc Version 5.2 Page 18 behaviour and staff work with him to minimise the issue for other people. The cleaner was seen cleaning the affected areas. The access to the garden continues to place people who use the service at risk and the information provided by the manager to meet the requirement is insufficient and so remains unmet. The hard standing area is uneven and dangerous for anyone with limited mobility. This matter is now outstanding and must be dealt with to ensure that people are not put at risk as the weather improves and people may wish to go outside into the garden. The laundry facilities meet the needs of the people who use the service. Millington Springs DS0000057365.V361285.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 and 30 Quality in this outcome area is good. Staff members undertake external qualifications beyond the basic requirements and there is a robust recruitment procedure, which allows the people accommodated to be appropriately supported and protected. This judgement has been made using available evidence including a visit to this service. EVIDENCE: From information provided pre inspection the staffing levels meet the needs of the people who use the service. Staff confirmed that there are enough staff on duty, however said that sometimes the ability of the team to work together is impeded by the limited English of some staff. In discussion with people who use the service this was not raised as a concern but has been raised by relatives in the past. The manager is aware of this issue and does take steps to minimise the impact for people who use the service. Pre inspection information showed that all carers have either their National Vocational Qualification 2 or are working towards it. All new staff are expected to undertake National Vocational Qualification training after 4 months of joining the service. This ensures that staff are trained to a minimum competence level when supporting people who use the service. Millington Springs DS0000057365.V361285.R01.S.doc Version 5.2 Page 20 Training records were seen and evidence of staff receiving ongoing training was seen both in the files and from letters confirming future training that had been booked. Recruitment practices remain robust with all new staff receiving appropriate checks prior to starting work including Protection of Vulnerable Adults First checks. All new staff undergo induction, evidence of this was seen in staff files. Millington Springs DS0000057365.V361285.R01.S.doc Version 5.2 Page 21 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. 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 and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35 and 38 Quality in this outcome area is adequate. The service is not run fully in the best interests of the people accommodated to promote their health and welfare through the lack of attention to issues of choice dignity and individual needs as well as failing to meet the previous requirements in full. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The manager has National Vocational Qualification 4, is a registered nurse and undergoes regular training to ensure she remains up to date with changes in practice. Millington Springs DS0000057365.V361285.R01.S.doc Version 5.2 Page 22 Although the manager is seen as approachable staff felt that sometimes she was not always supportive of staff and doesn’t always resolve problems. One member of staff said that ‘Things are getting better and she is improving in her style of management’. Although there is a quality survey and copies are available with Statement of Purpose not all staff are aware of them and the outcomes, although the manager said that the outcomes of the surveys are discussed at staff meetings. Pre inspection information showed that Petty cash is kept and records maintained. Pre inspection information also showed that staff have all completed their statutory training courses and they confirmed that their health and safety is promoted and protected by the provision of training and equipment. The service has policies and procedures in place to support the health and safety of staff and people who use the service. The evidence within the inspection report regarding challenges to the dignity and respect of people accommodated, along with lack of consultation and provision of lifestyle and recreational choices and the poor provision of individual dietary and cultural needs means that the management have some areas of improvement to achieve. There is also a need to audit staff’s understanding of restraint restrictions and progress the external work to the grounds to ensure that the management of the home promotes the best interests and welfare of people living there. Millington Springs DS0000057365.V361285.R01.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People 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 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 1 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 2 13 3 14 2 15 1 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 2 1 X X X X X X 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 X X 3 Millington Springs DS0000057365.V361285.R01.S.doc Version 5.2 Page 24 Are there any outstanding requirements from the last inspection? NO STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1 Standard OP10 Regulation 12(4)(a) Requirement Staff must ensure that they respect the dignity and choice of people who use the service to ensure people feel listened to and not moved against their will by wheelchair. People living at the home must be consulted about lifestyle expectations and social interests to ensure their recreational needs are meaningfully met. Where people are assessed, as having culturally dietary needs meals must be provided that meet those needs. Vegetarian meals must be provided to the person assessed as vegetarian. Staff must assessed to establish level of understanding regarding restraint restrictions and policies and procedures must be in place to ensure that it is only ever used as a last resort. People accommodated must have safe access to the grounds. A time scale must be provided to the Commission to show when the proposed alterations are likely to take place and when DS0000057365.V361285.R01.S.doc Timescale for action 30/06/08 2 OP12 12(2)(3) 30/06/08 4 OP15 12(1)(a) (4) 30/06/08 5 OP18 13(6)(7) (8) 30/06/08 6 OP19 23(o) 30/06/08 Millington Springs Version 5.2 Page 25 access to the garden will be made safe. (Outstanding requirement unmet 31/12/07) 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 Refer to Standard OP10 Good Practice Recommendations Develop a policy on privacy, dignity and respect and provide training in this so that the staff are clear about the philosophy of care at the home. People who use the service should be involved in developing the menus. People who use the service should be reminded about their right to complain. Ensure all people involved with the service are aware of the outcomes of the quality surveys. OP15 OP16 OP33 Millington Springs DS0000057365.V361285.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Eastern Region Commission for Social Care Inspection Eastern Regional Contact Team CPC1, Capital Park Fulbourn Cambridge, CB21 5XE National Enquiry Line: 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 © 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 Millington Springs DS0000057365.V361285.R01.S.doc Version 5.2 Page 27 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. 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!