Inspection on 05/01/06 for Norwood Road 227

This inspection was carried out on 5th January 2006.

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

Norwood Road 227 29/09/05

Norwood Road 227 22/02/05

Norwood Road 227 09/11/04

Norwood Road 227 30/03/04

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

CARE HOME ADULTS 18-65 Norwood Road, 227 West Norwood London SE24 9AG Lead Inspector Ms Rehema Russell Unannounced Inspection 5th January 2006 9:15 DS0000022745.V275761.R01.S.doc Version 5.1 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 DS0000022745.V275761.R01.S.doc Version 5.1 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 Adults 18-65. 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. DS0000022745.V275761.R01.S.doc Version 5.1 Page 3 SERVICE INFORMATION Name of service Norwood Road, 227 Address West Norwood London SE24 9AG 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) 0207-498-2533 Southside Partnership Ms Tawa Olaloko Care Home 5 Category(ies) of Mental disorder, excluding learning disability or registration, with number dementia (5) of places DS0000022745.V275761.R01.S.doc Version 5.1 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 29th September 2005 Brief Description of the Service: 227, Norwood Road is a large three storey house on a busy main road in a residential area. It is one of a number of homes where the care is provided by Southside Partnership and the building is owned and maintained by Hyde Housing Association. Car parking is not possible on the road outside the home, but is available in nearby side streets. The home is on a bus route and is walking distance from a rail station. There is a small parade of local shops opposite the home and a large park a few minutes walk away. The home has a front garden with steps to the front door and a rear garden with patio and steps leading to a larger lawned area. Communal sitting, dining and utility areas are on the ground floor. The first floor has three single bedrooms and a bathroom with toilet and there are two further single bedrooms, toilet, shower room and office/sleeping-in room on the second floor. The home would not admit service users with mobility problems/wheelchair needs as it is not suitable for people with physical disabilities. The home describes itself as a Teaching Project which service users should regard as their own home while developing their independence and potential and where appropriate, working towards more independent living. It is registered for five people. DS0000022745.V275761.R01.S.doc Version 5.1 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced inspection took place during the morning of 5th January 2006. There were four service users residing at the home and one vacancy. Only one of the service users was at home at the time of the inspection. The inspector spoke with the manager, a support worker, a service user, toured the premises and looked at documentation and records. As this is a home that has demonstrated consistently high standards over several years, and was found to be maintaining these Standards at the inspection undertaken just over three months previously, the inspector assessed only the remaining essential Standards that had not been assessed at the previous inspection for reasons of proportionality. What the service does well: What has improved since the last inspection? What they could do better: There were no requirements arising from this inspection and only one recommendation, which relates to updating the service users’ survey and carrying it out annually from now on. As previously, the manager and staff are to be commended for the high standard of care at the home. DS0000022745.V275761.R01.S.doc Version 5.1 Page 6 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. DS0000022745.V275761.R01.S.doc Version 5.1 Page 7 DETAILS OF INSPECTOR 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) Scoring of Outcomes Statutory Requirements Identified During the Inspection DS0000022745.V275761.R01.S.doc Version 5.1 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 2 and 3 The home implements a thorough assessment procedure which ensures that prospective service users’ individual aspirations and needs are assessed. Prospective service users know that the home can meet their needs and aspirations. EVIDENCE: Standard 2 was assessed at the previous inspection. It was found that the home operates a very thorough assessment procedure which covers all of the relevant areas needed to assess the suitability of the home for the needs and aspirations of service users. Areas such as cooking, budgeting, cleaning, use of public services, mental health, medication, activities, personal hygiene, and relationships with family and friends are assessed by speaking with the service user. In addition other documentation is obtained from relevant specialists and professionals, such as Care Programme Approach, nursing reports, consultant psychologist reports and full histories, care manager referrals and care plan, risk assessments and community psychiatric nurse reports. This system had not changed from the previous inspection and had been fully implemented when the most recent admission had taken place two month’s previous to this inspection. Prospective service users can be confident that the will meet their needs and aspirations based on the success that has been achieved over the recent years in moving service users on to more independent living. The most recent DS0000022745.V275761.R01.S.doc Version 5.1 Page 9 service user at the home aspires to move on to her own flat and told the inspector that she feels that she has already made progress towards this during the two months she had been at the home. Observation of staff interaction with service users, and service users’ opinions, indicated that staff have an open, friendly, respectful and supportive relationship with service users. If staff need specialist advice, it is available from the line manager of the home, from the psychiatrist and CPNs, from training provided by the parent organisation and from various publications and information received at the home. All service users are offered cultural assessments and as staff are from a variety of cultural backgrounds they are able to offer a range of skills, cultural knowledge and beliefs. DS0000022745.V275761.R01.S.doc Version 5.1 Page 10 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7 and 9. Care plans are detailed and thorough and reflect service users’ assessed and changing needs and personal goals. Service users are encouraged and enabled to make decisions about their lives, with appropriate assistance and support. Service users are supported to take risks as part of an independent lifestyle. EVIDENCE: At the previous inspection all care plans were found to be detailed, thorough, clearly written, well laid out and containing all necessary information. They are regularly evaluated/reviewed, with each evaluation containing feedback from the service user, dated and signed. Care plans also contain evidence of reviews led by social workers which were attended by the service user and appropriate professionals/significant others, daily progress reports, monthly key worker meetings, risk assessments, weekly activity programmes and individual behaviour agreements where appropriate. This system had not changed and had been implemented for the newest service user. As found at the previous inspection, service users are encouraged and supported to make decisions about their own care and matters of daily living DS0000022745.V275761.R01.S.doc Version 5.1 Page 11 both inside and outside the home. For example, service users choose and cook their own food but staff encourage them to eat healthily by monitoring what they eat and giving them information on healthy eating, and speaking to them about the health implications of junk food during key worker meetings. Service users also buy their own clothes staff will accompany and advise them if this is requested. The service user spoken with said that she appreciated the independence she was given and that staff were “always there if you want to talk or have difficulty doing anything”. Risk assessments were seen and cover both general and individual risks for service users. Examples of general risk assessments were those concerned with smoking in bedrooms and dangerous temperatures whilst cooking. Individual risk assessments covered areas such as staying out overnight, substance misuse, sexual exploitation and tobacco consumption. Risk assessments were thorough and regularly reviewed, with one risk assessment having been reduced on review as it had been successful in reducing risky behaviour. On the day of the inspection the manager discovered that a service user had behaved the previous night in a way that may have put the rest of the household at risk, so she immediately asked for a risk assessment to be undertaken and follow-up action taken. This risk assessment was seen and was found to be thorough and practical, and to ensure the safety of the home. DS0000022745.V275761.R01.S.doc Version 5.1 Page 12 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the 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, 15, 16 and 17 Service users are supported to take part in age, peer and culturally appropriate activities according to their choice. They are part of the local community and have appropriate personal and family relationships. Service users’ rights and responsibilities are respected and recognised in their daily lives and they are encouraged and supported by staff to enjoy a healthy diet. EVIDENCE: Standards 12, 13 and 15 were assessed as met at the previous inspection and continued to be met at this inspection. Service users are encouraged and supported by staff to continue their education or training, to find and keep appropriate employment and to take part in fulfilling activities, including culturally appropriate activities, according to their wishes and inclinations. The service user spoken with attends keep fit, cookery and pottery classes at a local college and an art class at a day centre. She also has a sponsored carpet cleaning job at which she earns some weekly money. Service users are fully integrated into the local community, participating in local colleges, public transport, cinemas, shopping facilities, cafes, public houses and local events. All current service users have contact with either family or friends and appropriate sexual guidance is offered as necessary, including consultation DS0000022745.V275761.R01.S.doc Version 5.1 Page 13 with specialist teams in regard to specific issues. As previously mentioned, risk assessments are undertaken if a service user’s behaviour may endanger their sexual health or put them at risk of sexual intimidation. Verbal evidence from service users and staff confirmed that service users’ independence and individual choice is promoted in all aspects of life at the home. Service users choose when they wish to get up and go to bed, when and what they wish to eat, where they choose to spend their time both inside and outside the home, which activities and studies they wish to undertaken, and how they wish to spend their money. Staff do not enter service users’ bedrooms, except for the planned once a week health and safety checks, and do not open their post. The member of staff spoken with had recently assisted her key service user to open her first savings account and other examples were given of how staff encourage and monitor service users’ responsibilities whilst safeguarding their independence and choice. As previously mentioned, service users shop and cook for themselves but with assistance from staff if necessary. All current service users are able to cook for themselves and there are risk assessments in place where necessary. Staff keep records of service users’ meals that are observed or reported and encourage them to eat healthy by providing information and discussing healthy eating in key worker meetings. Support workers said that if despite this service users’ persist in eating poorly staff would confer with the deputy or manager and ultimately the service user’s care manager. Menu records indicated that service users are eating regularly and healthily, including culturally appropriate foods if they choose. Menu records for the previous evening evidenced that staff had assisted one service user to cook a full roast beef meal and that another had cooked herself tuna fish and beans. DS0000022745.V275761.R01.S.doc Version 5.1 Page 14 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19 and 20 Service users’ physical and emotional health needs are met. The home has thorough polices and procedures for dealing with medicines and its practices ensure service users’ safety. EVIDENCE: Service users do not require personal physical care but may require verbal prompting by staff on personal healthcare issues. Evidence from service users and staff indicated that this is given sensitively and in a way that upholds service users’ privacy and dignity. Staff were very clear that if they needed to discuss any personal or potentially embarrassing subject with a service user, this would be done in private and confidentially. Similarly, current service uses do not require any aids or equipment but do require psychiatric support from time to time, which is provided by CPNs or other specialists as needed. Evidence of this is documented in care plans and reviews. Standard 19 was assessed at the previous inspection and there had been no changes since then. Staff support and facilitate service users to take control of and manage their own healthcare as appropriate. Each service user has a health action plan which documents the health issues, name and date of practitioner seen and the date of the next planned visit. Health action plans evidence that service users are facilitated to see the GP, CPN and/or DS0000022745.V275761.R01.S.doc Version 5.1 Page 15 Consultant Psychiatrist regularly or as needed, and are supported to make optician/dental/chiropody appointments as they choose. Similarly, there had been no changes to the medication system at the home since the previous inspection. Recording, storage and administration of medication was found to be in very good order. Recording systems are strictly adhered to by staff and regular and random checks are conducted and recorded by the manager and deputy. The medication file, which is kept on hand near the medication cabinet, has very clear and detailed guidelines for missing and refused medication, for medication monitoring, for overnight stays outside of the home and for “as needed” medication. There is also a list of bank and agency staff sample signatures, clear instructions for the filling of dossette boxes, and full guidelines for reviewing, handling and ordering medication. DS0000022745.V275761.R01.S.doc Version 5.1 Page 16 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 22 and 23 Service users views are listened to and acted upon. Service users are protected from abuse, neglect and self-harm. EVIDENCE: Standard 23 was assessed at the previous inspection, when it was found that staff were fully conversant with the home’s policy regarding abuse and with the many different forms abuse may take. Staff also demonstrated a good understanding of how to deal with verbal or physical aggression. The staff team had not changed since that inspection apart from one new support worker. This member of staff had received abuse training as part of her induction, and the parent organisation provides more comprehensive abuse training and updates as part of their on-going training programme. The home has a clear and detailed complaints policy and procedure. Staff encourage service users to make complaints by keeping a copy of the procedure in a file in the lounge, where it is readily available, which has blank complaints sheets that service users can fill in. Any complaints that are personal or confidential are not kept in this file but in another that is kept locked up. There have been no complaints since the previous inspection. Staff ask service users whether there are any issues, problems or complaints at individual key worker meetings and the service user spoken with was fully aware of her right to make a complaint and how she could do this. DS0000022745.V275761.R01.S.doc Version 5.1 Page 17 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 24, 25, 26, 27, 28 and 30 Service users live in a homely, comfortable and safe environment, with bedrooms that suit their needs and lifestyles and promote their independence. Toilets and bathrooms provide sufficient privacy and shared spaces complement and supplement service users’ individual space. The home is clean and hygienic throughout. EVIDENCE: The home’s premises are accessible, safe and well maintained throughout. The décor, furniture, fixtures and fittings are of good quality and the whole home is attractive, non-institutional and homely. The premises are in keeping with the local community and blends in with the other residential premises alongside it. The shared spaces in the home are of particularly high quality. The living room has leather sofas, video, television, DVD player, freeview box, library, plants, mirrors, framed pictures, magazines and good quality carpet and curtains. It is comfortable and homely and a very pleasant area to sit in. On the day of the inspection the Christmas decorations were still up and there was a large, well decorated and very attractive Christmas tree. As an alternative to the lounge there is a conservatory at the back of the house where residents may smoke. This is also an attractive room, with television and a music system, a DS0000022745.V275761.R01.S.doc Version 5.1 Page 18 view of the back garden and ceiling blinds in order to control the temperature on sunny days. The inspector saw the bedroom of the service user who had been spoken with and also that of another service user where there had been a minor problem at the previous inspection. Both bedrooms were personalised and reflected the individual choices, preferences and lifestyles of the occupants. The minor problem (a missing wardrobe handle) of the second bedroom had been fixed. The inspector has seen this bedroom of the second occupant over a period of several years and noted that the service user had allowed several improvements to be made over this time, reflecting the support and encouragement that had been given to him by staff. The home has a suitable number of bathrooms and toilets and offers service users the choice of bath or shower. There is a toilet on the ground floor which is conveniently located for the communal areas. On the day of the inspection the home was found to be very clean and hygienic throughout, including the kitchen, which is used by all service users for drinks and food preparation but which was nevertheless clean, hygienic, orderly and well maintained. DS0000022745.V275761.R01.S.doc Version 5.1 Page 19 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 32, 34 and 35 Service users are supported by competent and qualified staff and protected by the Registered Provider’s recruitment policy and practices. A broad range of appropriate training is provided for staff. EVIDENCE: The home has exceeded the 2005 NVQ Level 2 recommended training target with three of the four current permanent members of staff having NVQ levels higher than that required by this Standard plus other relevant qualifications. It was evident from observation and discussions with staff that they have the skills, experience and understanding necessary to meet service users’ needs, including an understanding of and commitment to equal opportunities and supporting any cultural needs. Similarly, there was evidence of good relationships with other professionals and a willingness to use outside advice and expertise as required. The Registered Provider has a thorough recruitment procedure but as it is a large organisation, recruitment is conducted from Head Office and records are maintained there. These will be assessed at a later time. However at this inspection the inspector spoke with a new support worker who was able to detail the full recruitment process that had been carried out when she applied for the post. This confirmed that the Registered Provider had followed a thorough recruitment procedure, based on equal opportunities and including all of the checks that ensure the protection of service users. DS0000022745.V275761.R01.S.doc Version 5.1 Page 20 Standard 35 was assessed at the previous inspection. It was found that the Registered Provider runs a very well organised and comprehensive training programme, and provides individual training profiles for staff and regular reminders to homes when refresher courses are due. This had not changed since the previous inspection. It had also been found that all staff joining the home have an initial induction which covers all of the basic policies and procedures at the home, including medication and health and safety. Within their first six months of employment all staff then take the TOPPS training which includes manual handling, food hygiene, fire safety, medication, risk assessment, health and safety and equal opportunities. They also attend a one day external training course on mental health issues. All of this was confirmed by the new support worker spoken with. DS0000022745.V275761.R01.S.doc Version 5.1 Page 21 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. 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 are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 37 and 39 Standard 42 was assessed at the previous inspection. Service users benefit from a well run home and their views are sought to influence self-monitoring, review and development at the home. The health, safety and welfare of service users are promoted and protected. EVIDENCE: The Registered Manager is fully competent, experienced and qualified to run the home. She has NVQ Level 4 in Care and Management and has the Registered Managers Award. In addition, she is an NVQ Assessor at Levels 2 & 3. She has managed the home for over 6 years and has a comprehensive understanding of mental health issues and staff management. She is currently participating in the Management Development training provided by the Registered Person and is considering undertaking NVQ Level 5. The Registered Provider operates an externally verifiable quality monitoring and assurance system for the home (PQASSO), under which it has achieved level 2 as an organisation. It runs a regular Service Users’ Committee and in addition thorough registered provider visits are conducted monthly and DS0000022745.V275761.R01.S.doc Version 5.1 Page 22 operational and financial audits are carried out annually. Internally, service users views and self-monitoring takes place via team meetings, six weekly key worker meetings and monthly service users meetings, all of which are minuted. Minutes of service user meetings are kept in the Service Users Memo file in the lounge, which also contains the complaints procedures and blank forms and policies and procedures, so that they are easily accessible to service users. Service users views have been published in the Service Users Guide but this was done two year’s ago and has not been undertaken annually, as recommended. It is therefore recommended that this exercise is undertaken annually. DS0000022745.V275761.R01.S.doc Version 5.1 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 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 X 2 3 3 3 4 X 5 X INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 3 ENVIRONMENT Standard No Score 24 4 25 3 26 3 27 3 28 4 29 X 30 4 STAFFING Standard No Score 31 X 32 4 33 X 34 3 35 4 36 X CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 4 4 X 3 X LIFESTYLES Standard No Score 11 X 12 3 13 3 14 X 15 3 16 4 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 4 X 4 X 2 X X X X DS0000022745.V275761.R01.S.doc Version 5.1 Page 24 No Are there any outstanding requirements from the last inspection? 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. Standard Regulation Requirement Timescale for action 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 YA39 Good Practice Recommendations The Registered Person should ensure that an annual survey of service users’ views in conducted and the results published and made available to service users, their representatives and other interested parties. DS0000022745.V275761.R01.S.doc Version 5.1 Page 25 Commission for Social Care Inspection SE London Area Office Ground Floor 46 Loman Street Southwark SE1 0EH 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 DS0000022745.V275761.R01.S.doc Version 5.1 Page 26 - 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. 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