Inspection on 07/12/05 for Northlands House Nursing Home

This inspection was carried out on 7th December 2005.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Good. 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

Northlands House Nursing Home 21/07/08

Northlands House Nursing Home 31/08/07

Northlands House Nursing Home 13/06/06

Similar services:

St Vincents

The Cotswold Home

Newbeech House

Winton House

Rush Court

Hillyfield Rest Home

The Maypole Nursing Centre

The Briars

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

CARE HOMES FOR OLDER PEOPLE Northlands House Nursing Home 6 Westrow Road Southampton Hampshire SO15 2LY Lead Inspector Jan Everitt Unannounced Inspection 7th December 2005 09:30 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 Northlands House Nursing Home DS0000064233.V254747.R01.S.doc Version 5.0 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. Northlands House Nursing Home DS0000064233.V254747.R01.S.doc Version 5.0 Page 3 SERVICE INFORMATION Name of service Northlands House Nursing Home Address 6 Westrow Road Southampton Hampshire SO15 2LY 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) 02380 717600 02380 717601 WILLDEBB@BUP.COM BUPA Care Homes (AKW) Ltd Mrs Moira Baxter Care Home 101 Category(ies) of Old age, not falling within any other category registration, with number (101), Physical disability over 65 years of age of places (101) Northlands House Nursing Home DS0000064233.V254747.R01.S.doc Version 5.0 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection N/A Brief Description of the Service: Northlands House Nursing Home is a purpose built nursing home that was registered and opened in July 2005. The Home is owned and run by BUPA and is part of a joint initiative with Southampton City Council, who own the land the building is on. As a consequence of this joint working, Southampton City Council have a remit to be able to accommodate 70 of the 101 beds registered for elderly people who have been assessed as needing nursing care, who are physically disabled and who are residents within the Southampton city boundaries. The home is not occupied by the full complement of residents for which it is registered and the organisation has phased admission criteria for twelve people to be admitted per month. At the time of the inspection 55 service users were in residence. The home is on three floors and all rooms are single occupancy with en-suite shower room facilities. The interior and fixtures and fittings have been completed to a high specification with lifting aid and adjustable beds available throughout the home. The new building is on the site of the old Northlands House, which at one time was a local authority home and one, which many of the Southampton residents remember. The house is situated in a quiet residential area close to the city centre. Northlands House Nursing Home DS0000064233.V254747.R01.S.doc Version 5.0 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced inspection of Northlands House took place on the 7th December 2005 and was the first inspection of this new home that was completed and registered in July 2005. The inspection process took 8 hours and twenty of the twenty-one core standards were assessed. Sixteen of the core standards met the minimum standards with four having minor short falls that are identified in the main body of the report and requirements and recommendations have been made. The registered manager and the newly appointed deputy manager assisted the inspector throughout the process. A tour of the home was undertaken and a number of service users were spoken with, many of whom were very happy with the services provided in the home. A lady spoken with had been admitted for a short period of time and was to undergo a rehabilitation programme provided by the visiting physiotherapist. She reported that she was very comfortable with the environment. The inspector received six comment cards from service users. In general the service users were satisfied with most services provided. However, four of the six commented that they only sometimes liked the food. Staff spoken with reported that they felt supported within their roles and that they were satisfied with their recruitment process and have received appropriate training appertaining to the client group. All communal areas were seen as well as resident’s rooms. Lunch was observed and a sample of records examined. The general feeling and atmosphere at the home was positive and welcoming. What the service does well: The service users enjoy a pleasant environment. All beds are electrically adjustable and heating can be individually adjusted to whatever the service user feels comfortable with. Northlands House Nursing Home DS0000064233.V254747.R01.S.doc Version 5.0 Page 6 The manager is phasing the admissions to the home in correlation to the dependency of the service users referred and the number and skill mix of the staff, and will assess each service user prior to agreeing to their admission. The pre-admission assessment tool is thorough in content. The activities and social programme is varied and takes into consideration the preferences of the service users, which are recorded, in the social history that is documented at the admission assessment. The manager monitors the dependency of the service users and ensures that sufficient staff are on duty. The home’s systems for managing service user’s financial interests are recorded well and audited monthly. The home is striving to provide a comprehensive training programme for staff. What has improved since the last inspection? This is the first inspection for Northlands House that was opened and registered in July 2005. Northlands House Nursing Home DS0000064233.V254747.R01.S.doc Version 5.0 Page 7 Northlands House Nursing Home DS0000064233.V254747.R01.S.doc Version 5.0 Page 8 What they could do better: 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. Northlands House Nursing Home DS0000064233.V254747.R01.S.doc Version 5.0 Page 9 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 Northlands House Nursing Home DS0000064233.V254747.R01.S.doc Version 5.0 Page 10 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 3. Standard 6 is not applicable to this service. Service users’ needs are assessed by the manager or senior nurse prior to admission to the home to ensure their needs can be met. EVIDENCE: The inspector viewed a sample of pre-admission assessments. They were comprehensive in content and that together with communication and records from the service users’ previous placements, allowed the manager to assess whether the home could meet their needs. The manager reported that she has been given some inappropriate referrals from the hospitals and this was supported by the home experiencing four deaths on one day because the hospital had needed to vacate beds and people were admitted to the home that were in the terminal stages of life. The manager reported that she has refused some referrals as the assessment showed that they were not suitable for the admission criteria and registration category. Northlands House Nursing Home DS0000064233.V254747.R01.S.doc Version 5.0 Page 11 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 & 10 Service users’ health, personal and social care needs are set out in individual plans of care. However, further development with staff on the care plan system needs to happen so that the plans are more reflective of the care delivered. Service users health care needs are met. Service users are protected by the homes policies and procedures for dealing with medication. Service users are treated with respect and their rights are upheld. EVIDENCE: The inspector viewed a sample of care plans. The preadmission assessments were in place. The assessments on admission were comprehensive but care plans were not always evident for some of the problems and risks identified in the assessment. Weights were not consistently recorded on admission sheets. A service user who had been identified as at risk of weight loss had no care plan to describe the strategy in place to monitor this risk. Another service user had been risk assessed as needing to use bed rails but there was no evidence that this had been agreed with her or that it had been discussed with the relatives/GP as to the need to use this restraint. Records of weights and Northlands House Nursing Home DS0000064233.V254747.R01.S.doc Version 5.0 Page 12 monitoring of diabetic status needs to be recorded in the care plans and not in the diary or other records in general use. Care plans need to be evaluated monthly and there needs to be evidence of service user or relative involvement with the planning of care and the evaluation. In general the home needs to develop the care planning system further with the involvement of the staff who need to have more understanding of the importance of accurate record keeping and accountability for the prescribed care. This was discussed with the manager at the time of the inspection. All other information, required to be maintained and stated on Schedule 2 of the Care Home Regulations, was recorded. The home reports that they have a good professional relationship with the GP, who visits the home three times a week and when it is requested. The district nurse has also visited the home to give advice on tissue viability and training in male catheterisation. The manager reported that the chiropodist visits the home regularly and the dentist and optician visit the home on request. The physiotherapist is also available to service users via a GP referral or if the service user wishes to pay privately for this service. Two of the registered nurses have been trained in continence assessments. The home has a medication policy. The community pharmacist supplies the monitored dose system to the home. The MAR sheets were viewed by the inspector who observed that there were no gaps in the recording of administration. The nurses were observed during the medication round and were seen to be following procedure. All service users have single rooms with en-suite facilities and therefore their privacy is maintained. The inspector observed the staff knocking on doors before entering a room. All rooms have a lockable storage facility. All rooms have a telephone line installed if the service user wishes to use it. From conversation with the service users and the staff and observation of practices throughout the inspection, evidenced was gained that staff respect the service users privacy and dignity. The manager reported that the understanding of the core values of care form part of the induction programme for all new staff. Northlands House Nursing Home DS0000064233.V254747.R01.S.doc Version 5.0 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 & 15 Service users experience in the home reflects their wishes and expectations of their social, cultural, religious and recreational interests and needs. Service users are able to maintain contact with family and friends and the local community if they so wish. Service users are supported to exercise their choices and control over their daily lives. Service users receive a nutritional balanced diet in pleasing surroundings of their choice, though the home is experiencing some difficulty in the logistics of preparing and distributing food from the main kitchen. EVIDENCE: The inspector viewed the activities programme that was on display in the reception area. There were a variety of entertainments available for the forthcoming month of December, which included all the Christmas activities and it also advertised a residents meeting with the manager. The home has an activities organiser who documents in the care plans the level of service user participation in the activities, on an individual basis. Social histories of the service users are well documented in the assessment process and also stated are service users’ preferences for how they would like to spend their day and preferred times for getting up and going to bed. Northlands House Nursing Home DS0000064233.V254747.R01.S.doc Version 5.0 Page 14 The home has no restriction on visiting times and the visitor’s book evidenced that the home has a number of visitors each day. Service users have the option of seeing their visitors in their own private rooms or one of the lounges or sitting areas around the home. The local school was planning to visit the home the evening of the inspection to sing carols. The manager reported that they have one volunteer who attends the reception desk occasionally. Service users are able to handle their own financial affairs if they are able and wish to do so, but the manager reports that many of the service users have family who act as power of attorney for them. Service users are able to bring to the home their belongings and pieces of furniture of their choice by prior agreement with the manager taking into account health and safety precautions. An inventory of these belongings is logged. When touring the home the inspector observed photographs and pictures in rooms that had been individualised as much as possible, there was not much evidence of service users bringing their own furniture, but the existing furniture supplied by the home is of good quality and therefore the rooms appeared very comfortable. The menus were viewed by the inspector and showed a variety of nutritional meals available, with options of other food for every meal. The inspector spoke to a number of service users about the food served to them. Most were complimentary about the menus. However, four of the six comment cards returned to the inspector stated that the relevant service users only ‘sometimes’ liked the food offered. The inspector observed the lunch being served, which the service users appeared to enjoy. The manager reported that the home is experiencing some teething problems in as much as the kitchen is proving to be too small for the volume of food that has to be supplied, and this is being investigated whether it can be extended. The food is supplied from the kitchen to all three floors’ dining rooms and transferred to a hot cupboard in the dining rooms, which again, are proving to be too small for the variety and amount of food that is being served. The inspector observed that assistance was being given to some service users with their feeding in the dining room. However, this was not the case with one service user in her room who needed prompting to eat her food, which sat on the bedside table waiting to be eaten. The inspector tracked this lady’s care plan and found no nutritional assessment and therefore no record of her needing help. Northlands House Nursing Home DS0000064233.V254747.R01.S.doc Version 5.0 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 inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 16 &18 Service users and their relatives are confident that the home’s policies and procedures will be followed and their complaints taken seriously and acted upon. Service users are protected from abuse. EVIDENCE: The home has a complaints policy that is general for other BUPA homes and gives the South East Regional Office address and contact number for the CSCI but not the local office. The complaints procedure is displayed in the front reception area. All complaints are responded to within 28 days. The home has a record of one complaint received and this complaint was also lodged with the CSCI also. This complaint has not been fully resolved to date. The home follows the Hampshire Protection of Vulnerable Adults procedure and staff receive training on abuse as part of the induction programme. The home has no record of alleged abuse being reported. Northlands House Nursing Home DS0000064233.V254747.R01.S.doc Version 5.0 Page 16 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 19 & 26 Service users live in a safe, well-maintained environment. The home is clean, warm and hygienic. EVIDENCE: Northlands House is a brand new purpose built home and as such meets all the environmental standards for size of rooms and en-suite facilities. The home was clean and warm on the day of the inspection. The catering facilities are to be reviewed in the coming year but the home has only experienced the snags of any new build premises and the maintenance man, who is employed fulltime, continues to recall the builders or is able to undertake day-to-day repairs. The gardens are pleasantly landscaped and some of the ground floor rooms have patio areas accessed through an external door in the room. All areas of the home are accessible to the service users. The Fire Officer visited the home in November and a positive report was received from them. The staff storage and changing area is available, albeit, limited. Northlands House Nursing Home DS0000064233.V254747.R01.S.doc Version 5.0 Page 17 The home has policies and procedures in line with infection control and all staff receive training as part of their induction. Gloves and aprons are available to staff. The inspector visited the laundry, which is fit for purpose. The inspector observed that some of the clothes hanging up were not well presented and this was discussed with the laundry person and the manager. A recommendation will be made from these finding. Northlands House Nursing Home DS0000064233.V254747.R01.S.doc Version 5.0 Page 18 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 29 & 30 The number and skill mix of staff employed at the home is sufficient in numbers to meet the needs of the number of service users in residence at the time of the inspection. The service users are protected by the home’s recruitment policy and practices.. Staff receive training to enable them to do their jobs. EVIDENCE: The inspector viewed the home’s staff rota. The working rotas are split into the two floors that are open at the present time. Taking into account the high dependant client base, the numbers and skill mix of the staff allocated to the two floors is sufficient. The manager reported that the numbers of staff are consistently changing as the increase in numbers of service users evolves. The inspector observed that staff were not rushed and in most cases two carers were in attendance to the more dependant service users, the consequence of this was that one service user had to wait a considerable time before her call bell was responded to. Agency staff are used in the home for support workers and the manager reported that it is the same person that attends if possible to ensure continuity with care. The home has a separate catering, housekeeping and administration staff groups. A sample of the recruitment files was viewed by the inspector. The inspector observed that all the necessary information and records were generally in place and checks had been received from CRB and POVA. Northlands House Nursing Home DS0000064233.V254747.R01.S.doc Version 5.0 Page 19 All newly employed staff undertake an induction period of three months, this is the skills for care induction and foundation programme. The inspector evidenced the training programme set out on a matrix and identified that all the staff had undertaken the health and safety mandatory training and on the day of the inspection a large number of staff were attending the moving and handling training that was supplied by an outside training company. Northlands House Nursing Home DS0000064233.V254747.R01.S.doc Version 5.0 Page 20 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35, 36 & 38 Service users can be confident that home is run and managed by a person who it fit to be in charge, of good character and is able take full responsibility/accountability for her decisions and actions. The home is run in the best interests of the service users. Service users financial interests are safeguarded. Staff are supervised on a day-to-day basis but formal supervision is yet to be commenced. The health, safety and welfare of the service users and staff are promoted and protected. EVIDENCE: The registered manager has a number of years experience managing in the NHS. She is undertaking her NVQ level 4 in management and care. The manager has many years experience as a clinically based psychiatric nurse. The new deputy manager has been appointed and is experienced in general Northlands House Nursing Home DS0000064233.V254747.R01.S.doc Version 5.0 Page 21 nursing and has specialised in the care of the elderly and has undertaken research in this area. The manager reported that she considers that their experience and skills, together, will make for a strong management team. The home has clear lines of accountability. The inspector spent time with the deputy manager who demonstrated excellent clinical skills when working with the team. The inspector also observed that the manager had good relationships and a rapport with the staff and service users, and in particular one service user with communication problems who she was able to understand and relate a message to the inspector. The organisation has a quality assurance system in place and generally undertakes regular audits by people from head office. The manager reported that two senior nurses undertake care plan audits. The home has recently undertaken a service user satisfaction survey, the results of this are not available to date and these will be forwarded to the CSCI when completed. The policies and procedures for the home are corporately written and are current for the new home. The home does look after and collect personal allowances for some of the service users. The manager reported that this is deposited in one account that is interest bearing and the service users receive a statement every month with accrued interest included. The inspector viewed a sample of the statements and these identified in and out going monies and interest. The inspector evidenced the receipts for money spent on the service user’s behalf and invoices signed by the hairdresser for monies received. All accounts are audited monthly by the administrator, records are transparent and well maintained. Staff are supervised in their practices on a day-to-day basis, but no formal supervision is recorded. This was discussed with the manager, who reported that senior nurses are undergoing training at the present time for appraisal and supervision and that once they are trained they will commence formal supervision of the care staff. The deputy manager will supervise the trained staff and the registered manager will supervise the deputy and senior members of staff. Risk assessments of the building and environment are in place. All systems and equipment are new and remain under guarantee and therefore servicing has not taken place. The fire logbook was viewed by the inspector and evidenced that fire alarms, equipment and emergency lighting are checked at appropriate intervals. All staff have undertaken the fire procedure training. The inspector viewed the accident book and this had been completed appropriately. Northlands House Nursing Home DS0000064233.V254747.R01.S.doc Version 5.0 Page 22 The home has a policy for securing the building and the front door is locked after 1700 and access to the home is then via a bell connected to the call bell alarm to alert staff. Northlands House Nursing Home DS0000064233.V254747.R01.S.doc Version 5.0 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 2 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 2 17 X 18 3 3 X X X X X X 2 STAFFING Standard No Score 27 3 28 X 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 2 X 3 Northlands House Nursing Home DS0000064233.V254747.R01.S.doc Version 5.0 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 OP7 Regulation Reg 15(1)(2) Requirement Timescale for action 31/01/06 2. OP15 Reg. 12(1)(a) Reg 18(2) 3.. OP36 The care planning system must be developed further with particular focus on involving the service user/relative with the planning and gaining evidence of their involvement. Care plans to be reviewed monthly and evaluated appropriately. Centralise all information with reference to care into the appropriate care plan. i.e. Diabetes monitoring and weights. Care plans must be produced on paper headed with Northlands and not another BUPA home. Service users must be 31/01/06 nutritionally assessed and care plans written to manage any risk identified. You are required to ensure that a 28/02/06 programme of formal supervision is commenced for all staff in the care home and records of this taking place are maintained. Northlands House Nursing Home DS0000064233.V254747.R01.S.doc Version 5.0 Page 25 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. Refer to Standard OP16 Good Practice Recommendations It is recommended that the information with regards to the process of complaints be more specific to the area in which the home is situated and that the CSCI address and contact number for the local office be quoted. It is recommended that the laundry staff and care staff be more vigilant in identifying personal clothes that have been bagged with soiled laundry that is then hot washed. 2. OP26 Northlands House Nursing Home DS0000064233.V254747.R01.S.doc Version 5.0 Page 26 Commission for Social Care Inspection Hampshire Office 4th Floor Overline House Blechynden Terrace Southampton SO15 1GW National Enquiry Line: 0845 015 0120 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 Northlands House Nursing Home DS0000064233.V254747.R01.S.doc Version 5.0 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!