Inspection on 02/11/06 for Norbury Hall

This inspection was carried out on 2nd November 2006.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is (sorry - unknown). The way we rate inspection reports is consistent for all houses, though please be aware that this may be different from an official CSCI judgement.

The inspector 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

Norbury Hall 10/01/08

Norbury Hall 12/01/06

Norbury Hall 19/05/05

Norbury Hall 07/02/05

Norbury Hall 05/05/04

Similar services:

Spinney (The)

Queen Elizabeth House

Henry Nihill House

Birchwood

The Infirmary

Orchard House Nursing Home

St Josephs Rest Home

Red Court Nursing Home

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

CARE HOMES FOR OLDER PEOPLE Norbury Hall 55 Craignish Avenue Norbury London SW16 4RW Lead Inspector Michael Williams Key Unannounced Inspection 2nd November 2006 10:20 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 Norbury Hall DS0000025819.V317657.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. Norbury Hall DS0000025819.V317657.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Norbury Hall Address 55 Craignish Avenue Norbury London SW16 4RW 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) 020 8764 9164 020 8679 9636 Norbury Hall Residential Care Home Limited Mr Vijay Kumar Dhir Care Home 47 Category(ies) of Dementia - over 65 years of age (27), Old age, registration, with number not falling within any other category (20) of places Norbury Hall DS0000025819.V317657.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. A variation has been granted to allow two specified service users in the Learning Disability (LD(E)) category and one specified service user in the Mental disorder (MD(E)) category to be accommodated. 12th January 2006 Date of last inspection Brief Description of the Service: Norbury Hall is sited within the grounds of the old Norbury Hall estate and is a short distance from the town centre. The home is a residential care home registered to provide personal care (not nursing care) for up to 47 elderly persons. It has recently changed its registration to cater for up to 27 older service users with Dementia and they are cared for within the older part of the premises whilst the newer wing caters for residents who do not have dementia - in this way both groups of residents can be looked after without one group impinging upon the other; although in practice they do mingle. Each group of residents has their own facilities including separate lounges, dining rooms and bathing facilities. There are also conditions of registration in respect of other specific service users. Accommodation in the home includes bedrooms on the ground floor and the first floor; 33 places single and 7 double bedrooms and some bedrooms are ensuite. Fees as at November 2006 are from £373 to £550 each week. Norbury Hall DS0000025819.V317657.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This inspection was conducted on 2nd November 2006 commencing at 10:20 am and was to monitor progress in meeting earlier CSCI requirements and to check the well being and safety of service users. Many of the service users, friends and relatives, and two visiting District Nurses also contributed to the inspection and their helpful assistance is acknowledged. In compiling this inspection report the CSCI also noted information received into the commission including details of complaints, untoward incidents and general correspondence. What the service does well: What has improved since the last inspection? What they could do better: Whilst noting that many of the newer staff bring with them skills and qualifications acquired in their own country their language skills and grasp of English needs to improve. It is acknowledged that the manager encourages these staff to attend courses designed for people whose first language is not English. Whilst the manager and staff have some training and experience in dementia care it is recommended that they undertake an NVQ (National Vocational Qualification) specifically in dementia care; it is also recommended that the Norbury Hall DS0000025819.V317657.R01.S.doc Version 5.2 Page 6 home establish contact with the Alzheimer Society, and other experts, for advice on caring for people with dementia and for their advice on supporting the relatives of people with dementia. A number of safety issues were identified including bedroom doors, which are fire doors, being wedged open – if residents wish to keep their door open then a magnetic door holder must be used in those few cases. Doors that have digital locks do no have an over-ride button, which must fitted to allow exit in an emergency. The sluice is not being used correctly, commodes are being cleansed in the laundry instead of the sluice-room and chemicals are not being held securely in a locked cabinet in either laundry or the sluice-room. This is an old building and some areas need refurbishment including some areas that need redecorating and the replacement of old and worn furniture; dripping taps and leaking radiators also need fixing. In respect of the personal care of residents, it was noted that dinner service was very slow with some residents seated at the dining table for half an hour before lunch was served to them – it may be appropriate to consider separate sittings for those who choose to eat in their own rooms, those in the new wing and those residents in the dementia care wing. Some residents wish for more privacy such as the provision of a bedroom door key and some residents asked for fresh fruits and snacks to be more readily available to them. Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Norbury Hall DS0000025819.V317657.R01.S.doc Version 5.2 Page 7 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 Norbury Hall DS0000025819.V317657.R01.S.doc Version 5.2 Page 8 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): NMS 3: quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Pre-admission assessments are in place for each service user and form the basis of the initial care plan and risk assessment. This ensures the care, including health care, needs of service users are assessed prior to admission so it is clear to prospective service users how their needs can be met if they choose to enter this home. EVIDENCE: The only key standard that applies to this section is standard 3 and this standard has been assessed as met in previous inspections and so it was not fully re-evaluated in great detail on this occasion but it was confirmed that service users do have information including a contract. As a minimum, each service user will have the home’s in-house contract in addition to any local authority contract provided by a care manager when they eventually arrive. A copy of the Service User Guide is also available for each resident. Residents and relatives confirmed that they had an opportunity to visit the home prior to admission and have agreed to a ‘trial period’ before deciding to stay. Areas of strength are information provided and the pre-admission assessments and as no matters requiring improvement arise this section, about choice, is assessed as good. Norbury Hall DS0000025819.V317657.R01.S.doc Version 5.2 Page 9 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): NMS 7, 8, 9 and 10: Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Care plans are in place for service users so as to ensure their social and health care needs can be met. Medication is administered by the care staff; rarely do service users wish to hold and administer medication themselves in this care home. Service users confirm that they are treated with respect and dignity. EVIDENCE: A number of the residents’ case files were examined, staff were interviewed and two visiting District Nurses offered their observations about the support given to residents. A number of service users also commented upon how their social and health care needs are being met. Care plans are in place, risk assessments are in place for specific issues such as moving and handling and the associated risks and what support is to be given to residents in matters of continence is recorded. The records also show that medical assistance is requested as required including g General Practitioners, District Nurses, Dentistry, Chiropody and so forth. This home is not registered to provide Nursing care so when a resident’s needs can no longer be met in this particular home the local care management team is requested to assist in reviewing residents’ needs. Areas of strength are the correct use of professionals and as there no matters requiring improvement this section, about health, is assessed as good. Norbury Hall DS0000025819.V317657.R01.S.doc Version 5.2 Page 10 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): NMS 12, 13, 14 and 15: Quality in this outcome area is Good. This judgement has been made using available evidence including a visit to this service. Service users appreciate the comfort and lifestyle provided in this care home. They maintain contact with their families. So residents are given every opportunity to exercise choice and control commensurate with their health and abilities. Service users say the meals are very nice in this home. EVIDENCE: The most important aspect of this section is that the residents said they were happy in Norbury Hall, though many were unable to express a clear opinion because of their failing memory. This reflects the quiet, tranquil atmosphere evident during this visit. There is ample space for residents to sit where and with whom they please although it was suggested that greater use is made of the double doors that separate the Dementia Care Units from the newer wing of Norbury Hall - where residents without dementia reside. Staff were with them throughout the day and often engaging them in conversation. It is expected that a care home will support residents to maintain links with their family, friends and the wider community and this appears to be the case. Visitors are welcomed and representatives from the community come in regularly including church members and entertainers. Several visitors were on site to confirm that they may visit freely and are welcomed by staff. Norbury Hall DS0000025819.V317657.R01.S.doc Version 5.2 Page 11 In respect of diversity, the manager advised the inspector that all residents use English as their language of choice although one or two are not English by birth. Other aspects of diversity were discussed such as the accommodation of residents who may sensory or mobility problems – the home seeks to meet such needs whenever possible. Matters of sexual diversity were also discussed and the manager said residents will be treated with tolerance and forbearance whatever their lifestyle or sexual orientation. Whilst the manager and staff do have some training and experience in dementia care the staff training has been largely in-house so it is recommended that they undertake an NVQ (National Vocational Qualification) specifically in dementia care. It is also recommended that the home establish contact with the Alzheimer Society, and other experts, for advice on caring for people with dementia - with particular regard to recreation, occupation and sustaining mental skills - and for their advice on supporting the relatives of people with dementia. The manager and staff were reminded of the provisions of the new Mental Capacity Act, which will help identify residents’ capacity to make day-to-day decisions such as those affecting their rights to have a bedroom door key. The inspector also checked the kitchen and in particular confirmed that fresh fruit and vegetables are available and were served for the midday meal to an acceptable standard. The manager confirmed that if and when a resident requests meals to be provided in a particular manner the cook works hard to meet those requests - and this appeared to be the case on the day of inspection. It was noted that residents were assisted to the table at 12 o’clock but many in the main lounge were not provided with their meal until half-an hour later. The service of meals was very protracted and some residents were critical of this. The home might consider more than one sitting to expedite service to different groups of residents. It was also noted that all the meals were plated in the kitchen giving residents no choice of meal or quantity at the point of delivery. Residents are however given a choice earlier in the day, before the meals are prepared, but not at dinnertime. The home chooses not to use the hot-trolley it has in the kitchen – which could be taken into the dining room and allow residents to make a choice as the meal is being served – it could also be used to take meals to the second dining room and to residents in their own rooms. Instead, trays with several plates upon them, are being taken to residents in the second dining room and these meals were being covered with another tray not plate covers, this looked unsightly and served little purpose. Areas of strength are residents opinion that this is an lovely setting for them to be cared for in and as no matters requiring improvement this section, about daily life, is assessed as good but a number of recommendations are made and these are listed in the findings table at the end of the report. Norbury Hall DS0000025819.V317657.R01.S.doc Version 5.2 Page 12 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): NMS 16 and 18:Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Arrangements are in place for service users and their representatives to either complaint or compliment the service. Effective procedures are in place to deal with complaints. Arrangements are in place to protect vulnerable residents. EVIDENCE: No complaints arose during the course of the inspection but two complaints have been made directly to the Commission since the earlier inspection in January 2006. Suitable arrangements for dealing with complaints were in place and the manager and staff were aware of how to refer untoward incidents to the local social service department. One of the two complaints drawn to the attention of the Commission was dealt with by the home using its own complaints and representation procedures and was resolved to the satisfaction of the complainant the second complaint is being investigated under the local authority’s procedures for dealing with allegations of abuse or neglect and this matter was not concluded at the time of reporting. Areas of strength are the procedures for dealing with complaints and representations and as no matters requiring improvement arise this section, about complaints and protection, is assessed as good. Norbury Hall DS0000025819.V317657.R01.S.doc Version 5.2 Page 13 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): NMS 19 and 26: Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Service users live in a safe, well-maintained and comfortable environment. This is not a purpose built care home and as a rather old (and historic) building is subject to ongoing refurbishment. It was clean and comfortably warm at the time of inspection. EVIDENCE: Communal areas are pleasantly decorated and most room bedrooms are spacious. Some of the newer bedrooms have ensuite facilities and all have a range of bedroom furniture and fittings, however some of the furniture is now rather old and worn. The manager confirmed that a programme of refurbishment and renewal of furnishings is in place. One resident asked to be provided with a key to his bedroom door to increase his rights to privacy and to prevent other residents wandering unbidden into his room. It was noted that some furniture in the bedrooms, such as chests of drawers, need repair or replacing as soon as practicable. Chairs that are broken must also be replaced. The lino-type floor is now breaking up, this is now quite unsightly and must also be repaired or replaced before it becomes a hazard. Norbury Hall DS0000025819.V317657.R01.S.doc Version 5.2 Page 14 Although the home was clean and tidy and free of unpleasant odour two matters of hygiene arise. The sluice room is not being used to clean commodes; instead staff are using the laundry room to cleanse commodes and this is unacceptable. Chemical are not always being stored safely in the sluice room and laundry room as noted on the day of inspection. The laundry room is very small and as the dependency of residents increases so will the pressure on laundry services so the home may need to reconsider laundry arrangements. Equipment in the sluice and laundry rooms should be checked to ensure it is in good working order and be disposed of if it is not, for example the roller-ironing machine, marked as not working. Areas of strength are nice setting and spacious communal facilities and matters requiring improvement are general decor, old furniture, and matters of hygiene and chemical storage and maintenance of equipment. This section, about environment and hygiene, is assessed as good. Norbury Hall DS0000025819.V317657.R01.S.doc Version 5.2 Page 15 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): NMS 27, 28, 29 and 30: Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The number of staff employed and their skill mix are appropriate to the assessed needs of the current service users in this home – so this will ensure that their needs are being met. The required procedures are in place to ensure recruitment of staff protects service users. The home has a staff induction, training, support and supervision regime in place so service users can be assured that staff are competent in their jobs. The recruitment, training and support of staff is in place so service users may feel they are ‘safe in their hands’. EVIDENCE: Staffing levels must be no less than required by the previous regulators; that is, 13 day-care hours per service user, per week for the older person category and 15 day care hours per service user to care for those with dementia. The manager has now made sure all staff have the correct police and other checks before employing staff including those from overseas. Whilst noting that foreign staff bring with them skills and qualifications attained in their home countries it was noted by the inspector and commented upon by residents that in many instances the quality of spoken English is not as good as might be expected in a care setting, and this is particularly true when residents are forgetful and confused. It is acknowledged that the manager says he encourages these foreign staff to attend courses designed for people whose first language is not English. Whilst the manager and staff have some training and experience in dementia care it is recommended that they undertake an NVQ (National Vocational Norbury Hall DS0000025819.V317657.R01.S.doc Version 5.2 Page 16 Qualification) specifically in dementia care; it is also recommended that the home establish contact with the Alzheimer Society, and other experts, for training and general advice on caring for people with dementia and for their advice on supporting the relatives of people with dementia. The manager and staff were reminded of the provisions of the New Mental Capacity Act, which will help identify residents’ capacity to make day-to-day decisions such as those affecting their rights to have a key, so staff should receive some training and guidance in this new area of law. Areas of strength are improvement in recruitment practices and matters requiring improvement are language skills of staff and the need to extend dementia care training; so this section, about staffing, is assessed as good. Norbury Hall DS0000025819.V317657.R01.S.doc Version 5.2 Page 17 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): NMS 31, 33, 35, 37 and 38: Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. This is a competently run care home. The registered manager, who is also one of the owners, has been assessed by the regulatory authorities as competent and fit to manage this home. The home is being managed so as to ensure the health and well being of the service users. In general this home is managed safely but with some exceptions are listed below. Arrangements are in place so as to ensure residents’ funds are accounted for correctly when held by the home. EVIDENCE: A series of satisfactory inspection reports suggests this home is competently run. The service users attest to the quality of the services including personal care, catering and comfort of the setting. A sample of the home’s money records was checked and it was noted that suitable money records were in place and a audit of a sample of those records indicated they are well organised so as to protect the service users from financial abuse. The lapse in Norbury Hall DS0000025819.V317657.R01.S.doc Version 5.2 Page 18 recruitment checks identified in the previous inspection was critical to the welfare of residents but has now been corrected. A range of records were checked including food records; medication; residents’ files; staff files; complaints; accidents; incidents; fire safety and visitors record book. Record keeping is to an acceptable standard in this care home. The records used to account for residents’ money held by the home has been checked on several occasions and the system appears sound. A number of safety matters were identified and whilst they did not pose immediate risks the potential to do harm was there and requirements are made to correct these matters. They include fire safety matters such as fire doors wedged open or not fully closing are listed in the findings table and must also be addressed. The sluice room must be used to clean commodes not the laundry room. Chemicals must be stored correctly and securely and the lock reinstated on the laundry room door and the bolt on the sluice room door so as to safeguard residents who may wander. The old cast-iron radiators are still in place and uncovered but a check of a sample temperatures indicated they are held below 43oC. Doors with digital key-pads must have an over-ride button fitted adjacent to those doors for use in an emergency (in addition to the existing arrangements, when they must open if the fire alarm is sounded). Areas of strength; the home appears to be run in a satisfactory manner and matters requiring improvement are fire safety, hygiene matters and chemical storage and the general maintenance of the environment so this section, about management and administration, is assessed as good. Norbury Hall DS0000025819.V317657.R01.S.doc Version 5.2 Page 19 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 X HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 2 X X X X X X 2 STAFFING Standard No Score 27 3 28 2 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 X 3 1 Norbury Hall DS0000025819.V317657.R01.S.doc Version 5.2 Page 20 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 OP28 Regulation 18(1)a Requirement Timescale for action 30/06/07 2 OP38 13(4) Staff qualifications: The must ensure that a suitable proportion of care staff have a relevant qualification in the care of people with dementia to at least NVQ Level2 Safety: Chemicals must be 30/11/06 stored in locked units to protect service from harm. Fire Safety: All fire doors must kept shut unless held open by a magnetic door holder. Premises: the furniture and fittings and the décor of the home must be maintained to a reasonable standard in all areas. 30/12/06 3 OP38 23(4) 4 OP19 23(2)b 28/02/07 Norbury Hall DS0000025819.V317657.R01.S.doc Version 5.2 Page 21 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 Refer to Standard OP14 Good Practice Recommendations Choice: it is recommended that all staff including senior staff receive training in the new Mental Capacity Act 2005, which deals with residents’ choices and decision-making. Social Activity; it is recommended that the home establish contact wit the Alzheimer Society and similar bodies to in order to increase the staff skills in caring for people with dementia. Meals: it is recommended that meals are served and plated in the dining room so that residents have a choice about the actual meal want and the quantity they want, with or without extras such as sauces and condiments and have that choice at the point of service. Meals; it is recommended that the arrangements for serving meals is reviewed so as to ensure residents are not kept waiting at tables for protracted periods. OP12 3 OP15 4 OP15 Norbury Hall DS0000025819.V317657.R01.S.doc Version 5.2 Page 22 Commission for Social Care Inspection Croydon, Sutton & Kingston Office 8th Floor Grosvenor House 125 High Street Croydon CR0 9XP 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 Norbury Hall DS0000025819.V317657.R01.S.doc Version 5.2 Page 23 - 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!