Inspection on 13/07/09 for North View (21)

This inspection was carried out on 13th July 2009.

CQC found this care home to be providing an Adequate service.

The inspector found there to be outstanding requirements from the previous inspection report. These are things the inspector asked to be changed, but found they had not done. The inspector also made 3 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

North View (21) 14/07/08

North View (21) 28/06/07

North View (21) 11/07/06

North View (21) 24/02/06

North View (21) 16/09/05

North View (21) 02/09/04

North View (21) 21/05/04

Similar services:

22 Sandown Road

The Highlands

Dilston College Of Further Education

West View House

Prince Bishop Court

Park View (15)

Craigmore House

1 Lanark Close

Extracts from inspection reports are licensed from CQC, this page was updated on 17/02/2010.

Inspecting for better lives Key inspection report Care homes for adults (18-65 years) Name: Address: North View (21) North View (21) Jarrow Tyne And Wear NE32 5JQ     The quality rating for this care home is:   one star adequate 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: Sam Doku     Date: 1 7 0 7 2 0 0 9 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Adults (18-65 years) 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 Adults (18-65 years) Page 2 of 30 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Adults (18-65 years) Page 3 of 30 Information about the care home Name of care home: Address: North View (21) North View (21) Jarrow Tyne And Wear NE32 5JQ 01914200125 01914838857 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : United Response care home 6 Number of places (if applicable): Under 65 Over 65 0 0 learning disability physical disability Additional conditions: Date of last inspection Brief description of the care home 6 6 21 North View is a registered care home owned by United Response. It provides accommodation with personal care and support for up to six men and women aged between eighteen and sixty-five who have learning difficulties. Some people living in the home may also be physically disabled or have a sensory impairment. Nursing care cannot be provided. The property is a detached purpose built two-storey house, which stands in its own grounds. It has an accessible garden and patio, and blends in well with neighbouring houses. It has six single bedrooms, all located on the ground floor, a shared living room and a separate dining room and fitted kitchen. Staff accommodation is on the first floor. Within walking distance of Jarrow town centre, the home is close to local shops, churches, pubs and a range of leisure facilities. It enjoys very good public transport links. Care Homes for Adults (18-65 years) Page 4 of 30 Brief description of the care home The fees are 1109.98 pounds per week. Information about the home and previous inspection reports are readily available. Care Homes for Adults (18-65 years) Page 5 of 30 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: one star adequate service Choice of home Individual needs and choices Lifestyle Personal and healthcare support Concerns, complaints and protection Environment Staffing Conduct and management of the home peterchart Poor Adequate Good Excellent How we did our inspection: The quality rating of this service is 1 Star. This means the people who use the service experience adequate quality outcomes. The inspection was unannounced and commenced on 13 July and completed on 17 July 2009. Before the visit the inspector looked at:Information we have received since the last key inspection visit on 14 July 2008. How the service dealt with any complaints and concerns since the last inspection. Any changes to how the home is run. Care Homes for Adults (18-65 years) Page 6 of 30 The providers view of how well they care for people, as highlighted in the details provided in the Annual Quality Assurance Assessment (AQAA). During the visit the inspector did the following:Talked to the people who use the service, the manager and the care staff. Looked at information about the people who use the service and how well their needs are met. Looked at other records which must be kept. Checked that staff have the knowledge, skills and training to meet the needs of the people they care for. Looked around the home to make sure it is safe and secure. Checked what improvements have been made since the last inspection. The inspector told the manager what he found. We have reviewed our practice when making requirements, to improve national consistency. Some requirements from previous inspection reports may have been deleted or carried forward into this report as recommendations- but only when it is considered that people who use the services are not being put at significant risk of harm. In future, if a requirement is repeated, it is likely that enforcement action will be taken. What the care home does well: What has improved since the last inspection? What they could do better: The manager should ensure that the quality assurance system in place is robust and provides information to her so she is aware of the performance of the home in meeting the organisational objectives. Urgent action must be taken to provide all staff with up to date training in fire safety, first aid, moving and handling and food hygiene. The manager should ensure that the frequency of staff supervision meets the national minimum standards. The home must keep a record of all complaints received and details of how the complaints were dealt with and the outcome for the complainant. The manager should make the necessary arrangements to be registered with the Care Quality Commission. All senior support workers who are responsible for the administration of medicines must receive safe handling of medication training. All staff must receive Mental Capacity Act Deprivation of Liberties Safeguards training Care Homes for Adults (18-65 years) Page 8 of 30 in order to fully protect the rights of the residents. 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.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line –0870 240 7535. Care Homes for Adults (18-65 years) Page 9 of 30 Details of our findings Contents Choice of home (standards 1 - 5) Individual needs and choices (standards 6-10) Lifestyle (standards 11 - 17) Personal and healthcare support (standards 18 - 21) Concerns, complaints and protection (standards 22 - 23) Environment (standards 24 - 30) Staffing (standards 31 - 36) Conduct and management of the home (standards 37 - 43) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Adults (18-65 years) Page 10 of 30 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, what they hope for and want to achieve, and the support they need. People can decide whether the care home can meet their support and accommodation needs. This is because they, and people close to them, can visit the home and get full, clear, accurate and up to date information. 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 the person 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 service user guide provides good information about the home for prospective residents. Furthermore, thorough assessments of needs are carried out before admission is arranged. These ensure that prospective residents and their relatives have all the necessary information available to them to help make informed decisions about whether to move into the home. Evidence: A service user guide is available and each resident has a copy in their bedrooms. The guide contains good information about the service. The home has not had any new admissions in recent years. The residents have been living in the home for a number of years. All the staff who were spoken with had not been involved in any new admissions into the home but they, and the manager described the general policy on admissions. Care Homes for Adults (18-65 years) Page 11 of 30 Evidence: The manager indicated that in any new admission, the home would request a full assessment from the health authority or social services before admission is arranged. She stated that once they have received the referral details and the assessment, the prospective resident would be invited to visit the home to meet with staff and other residents. She indicated that these pre-admission visits would be used as an opportunity for the home to assess the prospective resident. The manager confirmed that admission would only take place after the home has assessed the needs of the individual and the staff are confident that they have the necessary skills and facilities to look after the person. Residents files confirmed the arrangements described by the manager. The files showed that a multi-agency team was involved in the pre-admission assessment of all the residents. The assessments are very detailed and they formed the basis for developing the support plans that the care staff work to. Care Homes for Adults (18-65 years) Page 12 of 30 Individual needs and choices 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 needs and goals are met. The home has a plan of care that the person, or someone close to them, has been involved in making. People are able to make decisions about their life, including their finances, with support if they need it. This is because the staff promote their rights and choices. People are supported to take risks to enable them to stay independent. This is because the staff have appropriate information on which to base decisions. People are asked about, and are involved in, all aspects of life in the home. This is because the manager and staff offer them opportunities to participate in the day to day running of the home and enable them to influence key decisions. People are confident that the home handles information about them appropriately. This is because the home has clear policies and procedures that staff follow. 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 individual support plans reflect the assessed needs of the residents. Furthermore, the support plans provide guidance to staff on how those needs are to be met, thus promoting the residents wellbeing. Evidence: Residents files contained individual support plans which have good information about the care needs of the individuals. There are clear guidelines for staff to follow in meeting the needs of the residents. The support plans are regularly reviewed to reflect the changing needs of the residents. The support plans cover all aspects of the residents lifestyle. The plans provide details of how each person should be supported on a daily basis, including social and nutritional support. The support plans provide staff with residents likes and dislikes. Although the residents have severe communication difficulties, the staff have good ways of communicating with and understanding them. Care Homes for Adults (18-65 years) Page 13 of 30 Evidence: The home promotes person-centred planning of care for the residents. The home works with the person-centered planning team from social services. Their work often involves the residents, their relatives and significant others if it is thought that this is what the residents would prefer. The home has greatly improved on the involvement of the residents in their own care by introducing Communication Passports for each resident. This allows the staff to collect information on the best way to communicate with each person so that the staff can seek their views on what they would like to do. Records in the daily report book and other information kept by the staff show that the residents are consulted and the staff try to make sure that they are given choices about what they would like to do and how they are to be cared for. Care Homes for Adults (18-65 years) Page 14 of 30 Lifestyle 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 can take part in activities that are appropriate to their age and culture and 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 and the home supports them to have appropriate personal, family and sexual relationships. People are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. Their dignity and rights are respected in their daily life. People have healthy, well-presented meals and snacks, at a time and place to suit them. People have opportunities to develop their social, emotional, communication and independent living skills. This is because the staff support their personal development. People choose and participate in suitable leisure activities. 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. There are suitable arrangements in place to engage the residents in community and in-house activities thus enhancing their inclusion in the local community and making them feel valued. Evidence: Each resident has planned activities for the day and they are supported to follow their chosen lifestyle. The manager indicated that the planned weekly activities are flexible and the residents are able to change these plans at a short notice if it did not suit them for whatever reason. Care Homes for Adults (18-65 years) Page 15 of 30 Evidence: The staff are flexible enough to accommodate any changes to the plans. Some of these activities involve in-house activities and others involve outside or community activities, such as outings, shopping with staff, visiting relatives, and engaging in in-house recreational activities. Some of the residents attend a day care facility each week and others receive services from Access, which support individuals with access to community facilities that they would like to participate in. The inspector observed the interaction between the staff and the residents and it was evident that the staff promote personal development, however limited this might seem. The staff treat residents with respect and empower them to make positive decisions about their life and to enable them to make independent decisions for themselves. The residents have good choice of menus available to them. The staff commented that ideas about what to eat are discussed with the residents and individual preferences are catered for. Care Homes for Adults (18-65 years) Page 16 of 30 Personal and healthcare support 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 receive personal support from staff in the way they prefer and want. Their physical and emotional health needs are met because the home has procedures in place that staff follow. If people 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. If people are approaching the end of their life, the care home will respect their choices and help them to feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home safeguards and promotes the emotional and physical health of the residents through appropriate contact with healthcare professionals. Evidence: All the residents have their own GPs and they are supported to attend appointments with their doctors when required. There are other arrangements for the residents to attend specialist out-patient appointments and consultation with other healthcare professionals. Residents have regular visits to dentists and opticians. These visits are recorded on individual files and in the handover book. The records also show that the residents have been receiving the care that they are entitled to. The home works in partnership with other healthcare agencies and professionals including a psychiatrist and a clinical psychologist. The support plans provide details of the residents health and social care needs. Care Homes for Adults (18-65 years) Page 17 of 30 Evidence: Support plans contained good information about their needs and provided detailed information to staff on how those needs are to be addressed. The healthcare needs are further enhanced by the Health Action Plan (HAP) process for each of the residents. One residents file was examined in details and the HAP shows that the person has had a thorough review of the medical and personal needs. Residents support plans, risk assessments and other care records show that individual care needs are clearly identified and care programmes have been put in place to meet them. The care staff ensure that the care provided matches what has been agreed in the support plans. Where there are changes, the support plans are altered to take account of the changes to the individuals needs. The drugs administration system was inspected and there were no discrepancies noted. The manager stated that the staff who have responsibility for administering medicines have had suitable training in safe handling of medication. However, the records of training which was later forwarded to the inspector indicates that some of the senior support workers who are responsible for the administration of medication have not received training in safe handling of medicines. The medication storage facility should be reviewed to make sure that the location of where the medicines are stored is the most suitable location. Care Homes for Adults (18-65 years) Page 18 of 30 Concerns, 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. Their concern is looked into and action taken to put things right. The care home safeguards people from abuse, neglect and self-harm and takes action to follow up any allegations. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There are good systems in place to protect the residents from abuse. However, the lack of training and understanding of Deprivation of Liberty Safeguards potentially compromises the residents rights. Evidence: The home has a written complaint procedure, which is part of the companys complaint procedure. Summary of the complaint procedure is included in the Service User Guide and copies are retained on residents files. The policy for the residents is in pictorial format which makes it easier for them understand. Each resident has a copy of the complaints procedure in their room. The inspector had discussions with the manager and the staff about safeguarding, and in particular about Deprivation of Liberty Safeguards (DOLS). On the whole the staff lack knowledge and understanding of Deprivation of Liberty Safeguards (DOLS). The inspector asked the manager about the role of the supervisory body, managing authority and best interest assessor and it was evident that she would need training in DOLS if she is to meet her statutory obligations to protect the rights of the residents. The manager confirmed that the MCA-DOLS training has been organised for all the staff including herself and is to take place between July and September this year. Care Homes for Adults (18-65 years) Page 19 of 30 Evidence: There is no record of complaints in the home although the manager indicated that there had been complaints and investigations in the home leading to disciplinary action but no record of this was available for inspection. There is a clear system in place for the handling and recording of service users monies. Each resident has a bank account and records and receipts of purchases are kept to show how the residents monies are spent. Care Homes for Adults (18-65 years) Page 20 of 30 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, comfortable, 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. People have enough privacy when using toilets and bathrooms. 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 house is homely, comfortable, clean and meets the needs of the residents. Evidence: The home is located in the community and is close to local amenities and transport system. Each resident has their own room that is individually decorated and furnished to reflect each persons choice. The standard of decoration and general maintenance need to be addressed. There are large areas of the home that are suffering from general wear and tear and needing to be decorated or refurbished. Some of the bedrooms have specialist equipment installed to assist with providing the personal care that the individuals require. The bathroom floor has been identified as needing to be replaced but this has still not taken place yet. Staff talked about their frustration in getting the provider to action repairs and general maintenance of the home. Care Homes for Adults (18-65 years) Page 21 of 30 Evidence: The staff have managed to raise sufficient funds to provide a stimulating and therapeutic garden for the residents to use. Staff described how the residents enjoy sitting in the garden when the weather permits and the pleasure they gain from using the garden. The garden to the left side and front of the house is over-grown with grass and need to be attended to. Care Homes for Adults (18-65 years) Page 22 of 30 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, qualified 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. People’s needs are met and they are supported because staff get the right training, supervision and support they need from their managers. People are supported by an effective staff team who understand and do what is expected of them. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The residents are supported by adequate numbers of staff who are well motivated. However, the lack of up to date training compromises the safety and welfare of the residents. The residents enjoy good staff to service user ratio, enabling them to enjoy personalised care and attention, thus promoting their independence. Evidence: The staffing numbers are sufficient to meet the needs of the residents. Past rotas were examined and it was noticed that the staffing levels are deployed to fit in with the needs of the residents and the activities that have been planned for them. Staff training records were not comprehensive enough for the inspector to make a judgment about the quality of the training provided. A detailed record of training at the organisations head office was later forwarded to the inspector for further examination. The details show lack of up to date statutory training for some staff, including senior support workers who regularly take charge of the home in the absence of the manager. These include first aid, fire safety, manual handling of people, safe handling Care Homes for Adults (18-65 years) Page 23 of 30 Evidence: of medication and food hygiene. Of the twelve support and senior support workers, five have NVQ II or above and one senior has a degree in Health and Social Care. The manager stated that other staff have enrolled and some are currently doing the training. The home adheres to proper employment policies in recruiting staff. All staff have a job description, and they had completed job application forms and were interviewed before they were appointed. The staff files contain evidence of application forms, references and CRB checks. The manager stated that the staff receive regular supervisions. Staff commented that they find the supervision sessions helpful and it gives them the opportunity to discuss with the manager their training needs. However, the frequency of the supervision for each staff member does not meet the national minimum standard. Care Homes for Adults (18-65 years) Page 24 of 30 Conduct and management of the 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 have confidence in the care home because it is run and managed appropriately. People’s opinions are central to how the home develops and reviews their practice, as the home has appropriate ways of making sure they continue to get things right. The environment is safe for people and staff because 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. They are safeguarded because the home follows clear financial and accounting procedures, keeps records appropriately and makes sure staff understand the way things should be done. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is managed by a qualified and experienced person who generally runs the home for the benefit of the residents. However, the lack of attention to statutory training compromises the safety and welfare of the residents. Evidence: The manager has been in post for the past two years but she is not registered with the Commission. The manager indicated that she is now in the process of making her application to the Commission as she had previously had problems getting her CRB back in time to proceed with her application. The manager has a nursing background and is currently undertaking the registered manager award. Staff training in first aid, moving and handling, fire safety, food hygiene and medication training is not up to date. More concerning is that a number of the senior support workers who are regularly in charge of the home lack some of these statutory Care Homes for Adults (18-65 years) Page 25 of 30 Evidence: training. These concerns have been raised with the manager and her line manager and the inspector was assured that the necessary arrangement would be made to provide all staff with up to date refresher training. The inspector found that the last service audit was dated 29/11/03. There were no records to show that the providers quality assurance process is being kept up to date. However, the manager stated that quality assurance reviews are conducted regularly and the reports are sent the companys head office. The inspector reminded the manager to ensure that copies of the quality assurance review reports are kept in the home so that she is aware of the results of the reviews and any recommendations that may arise from the it. The fire risk assessment that had been carried out was not dated and there was no indication who carried out the assessment. This is a poor practice and the manager was reminded of the importance of ensuring that such assessments are undertaken with due seriousness and professionalism. General risk assessment of the home has been carried out but this is of poor quality and does not truly reflect the reality in the home. The providers Health and Safety policies remain in place. These cover policy areas such as fire prevention and Care of Substances Hazardous to Health (COSHH). There is evidence that staff, on the whole adhere to the policies as set by the provider. All the servicing and maintenance were up to date, showing that all the equipments in the home have been maintained and are in good working order. Care Homes for Adults (18-65 years) Page 26 of 30 Are there any outstanding requirements from the last inspection? Yes R No £ 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 1 9 13 Risk assessment and 31/10/2008 management documents must be evaluated and reviewed to ensure people?s safety in all areas of their lives. Care Homes for Adults (18-65 years) Page 27 of 30 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 1 20 12 All staff resposible for the administartion of medicines must receive appropriate training in order to do so safely. There are senior support workers who have not had training in safe handling of medication. 30/09/2009 2 23 12 Staff must receive appropriate training to safeguard the rights of the residents under the Deprivation of Liberty Safegaurds. There is lack of understanding amongst the staff of the Deprivation of Liberty Safeguards. 30/09/2009 3 42 12 Urgent action must be taken 30/09/2009 to provide all staff with up to date training in fire safety, first aid, moving and handling and food hygiene. All staff need up to date Care Homes for Adults (18-65 years) Page 28 of 30 refresher training in all the statutory training to safeguard the welfare of the residents. 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 22 The home should keep a record of all complaints received and details of how the complaints were dealt with and the outcome for the complainant. The manager should ensure that the frequency of staff supervision meets the national minimum standards. The manager should ensure that the quality assurance system in place is robust and provides information to her so she is aware of the performance of the home in meeting the organisational objectives. 2 3 36 38 Care Homes for Adults (18-65 years) Page 29 of 30 Helpline: Telephone: 03000 616161 or Textphone: or Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. Care Homes for Adults (18-65 years) Page 30 of 30 - 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!