Inspection on 27/11/06 for Oaklawn

This inspection was carried out on 27th November 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 found there to be outstanding requirements from the previous inspection report but made no statutory requirements on the home.

Other inspections for this house

Oaklawn 19/11/08

Oaklawn 02/11/05

Oaklawn 03/05/05

Oaklawn 14/09/04

Oaklawn 05/05/04

Similar services:

Thorndene

Insight - Eastchurch

Southfields

Magenta

Seabourne House

33 St John`s Church Road

Dovedale Court

Lyncol House

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

CARE HOMES FOR OLDER PEOPLE Oaklawn Oaklawn 400 Chessington Road West Ewell Epsom Surrey KT19 3NB Lead Inspector Helen Dickens Key Unannounced Inspection 27th November 2006 10:00 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 Oaklawn DS0000013733.V321488.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Oaklawn DS0000013733.V321488.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Oaklawn Address Oaklawn 400 Chessington Road West Ewell Epsom Surrey KT19 3NB 020 8393 6731 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) EMAS Limited Company Mr Charlie Yong Huat Puah Care Home 4 Category(ies) of Learning disability over 65 years of age (4) registration, with number of places Oaklawn DS0000013733.V321488.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 2nd November 2005 Brief Description of the Service: The home provides accommodation for three service users over the age of 65years with a learning disability. The building is a bungalow, which comprises of a large lounge, small separate dining room, 3 single bedrooms, bathroom, kitchen, small office and a laundry room. There are no en suite facilities, however the bedrooms are all situated near to the bathroom. There are ample gardens to the rear of the property, mainly laid to lawn, with patio area. The garden adjoins with the companys sister home, Firlawn. There is a parking facility to the front of the property. The cost per person per week is £884.00 and holidays and personal items, one to one support, and complementary therapies are extra. Oaklawn DS0000013733.V321488.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced inspection took place over 5.75 hours and was the first key inspection to be undertaken in the Commission for Social Care Inspection year April 2006 to March 2007. The inspection was carried out by Mrs. Helen Dickens, Lead Inspector for the service. Mr. Charlie Puah, the Registered Manager, represented the establishment. A tour of the premises took place and a number of files and documents, including residents care plans and staff recruitment files, were examined as part of the inspection process. Only three residents live at Oaklawn at the moment and all three were spoken to during the day. In addition one member of staff was also spoken to. The inspector would like to thank the residents, staff and Manager for their time, assistance and hospitality. What the service does well: What has improved since the last inspection? Some improvements have been made to the environment including fitting radiator covers and building an extra room with en-suite facilities. The access arrangements to the garden were improved at the same time. Recruitment practices continue to improve, and training on a variety of subjects, including medication training, has been carried out. Oaklawn DS0000013733.V321488.R01.S.doc Version 5.2 Page 6 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. The summary of this inspection report can be made available in other formats on request. Oaklawn DS0000013733.V321488.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Oaklawn DS0000013733.V321488.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 3 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Resident’s needs are thoroughly assessed prior to them moving into this home and therefore they can be assured their needs have been identified and will be met. EVIDENCE: Two out of the three resident’s files were sampled during this inspection and pre-admission assessments were found to be well done. Local authority community care assessments and assessments from other professionals such as occupational and speech therapists were on file. One resident who had been admitted to the home within the last year came for trial visits to meet other residents and have a look at the home. This resident had also had a trip out with the manager for more one to one engagement, as part of the preadmission assessment prior to the decision being made to move into this home. Oaklawn DS0000013733.V321488.R01.S.doc Version 5.2 Page 9 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7,8,9,10 and 11 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Resident’s personal and health care needs are fully met at this home. The administration of medication is well organised. Resident’s privacy and dignity is respected. Residents can be assured that at the time of their death, they and their relatives will be treated with dignity and respect. EVIDENCE: Two of the three residents care plans were sampled; they were found to be thorough and regularly reviewed. Detailed information on each resident’s personal and healthcare requirements are clearly documented. Daily records tracked the day to day changes in resident’s needs. All aspects of the care plans were being reviewed on a monthly basis as set down in the National Minimum Standards. The home are introducing person centred planning for all residents. Oaklawn DS0000013733.V321488.R01.S.doc Version 5.2 Page 10 Health care needs are well met and resident’s files clearly documented their identified health conditions, specialist input and ongoing monitoring of resident’s health. Specialist health assessments were on file including psychological and occupational and speech therapist’s assessments. Information on each resident’s needs in relation to medication, diet, eye care, bowel care, dentistry, sleeping and mental health etc was recorded for each resident. Staff spoken to were knowledgeable on health needs, particularly in relation to diet and choking hazards, and residents were observed to be being given food and drink according to guidelines set down for staff. The administration of medication is well organised at this home. Medicines were kept securely and only administered by staff trained to do so. Recent training for all staff and the owners has been provided by a company specialising in medication training – and the training pack has been purchased so that the home can provide medication up-date training in-house. Staff administering medication have signed their specimen signatures and this was available for inspection. Two residents are on medication and both administration records were examined. There were no unexplained gaps and the registered manager explained how some inhaled medication needed specialist administration. Some residents were prescribed medication ‘as required’ and the manager explained the circumstances under which these were given, though there is currently no written instruction. He was asked to ensure that those few ‘as required’ medications are only given when staff are following clear written guidelines for administration. The recent community pharmacist’s report stated that all services and responsibilities were being complied with by this home. One resident who was keen to speak with the inspector was interviewed at length and was clearly happy at this home. He indicated that he was treated well. There were many instances observed during the day demonstrating that staff were respectful towards residents. The ethos of this home is that it should be a home for life for residents. There is a policy in place regarding the care of residents who may be dying and the owner re-iterated that he intends to keep residents until their death unless their medical needs proved beyond the scope of this home. Resident’s wishes regarding death had been explored with some residents and next of kin though the manager said communication difficulties and some resident’s reluctance to engage in discussions on this topic meant more work needs to be done on this. Oaklawn DS0000013733.V321488.R01.S.doc Version 5.2 Page 11 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14 and 15 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents are assisted to take part in activities, and participate in the local community. Family relationships are encouraged and resident’s dietary needs well met. EVIDENCE: Resident’s care plans set out their social interests and abilities and the home’s activities plan is based on these assessments. Resident’s have individual activities plans including both social stimulation and alternative therapies. A qualified aromatherapist is engaged by the home and some residents enjoy hand massages and use of a foot spa. Social activities include outings for example for meals and to go for walks where wheelchairs are used for those residents who have difficulty walking. One resident told the inspector he is out at a day centre on four days per week and enjoys a variety of activities including bingo, cooking, shopping trips and bowling. Two residents will be having a four day break and this is being arranged by staff who have a good understanding of their likes and dislikes with regard to holidays. The manager said the activities plans are currently being reviewed in the light of the changing needs of two residents. Oaklawn DS0000013733.V321488.R01.S.doc Version 5.2 Page 12 Some residents maintain contact with family and friends and the home supports residents to keep up these links. One relative keeps in touch with their family member at Oaklawn by telephoning the home regularly. Another resident is visited by a long time friend and again the home facilitates these arrangements. Residents are supported to be part of the local community and use some local facilities including eating out and enjoying the local park. The manager said there are more opportunities for such activities when the weather is nice. Resident’s are given some opportunities to exercise choice and control in their lives though this is limited by the abilities of some residents whose wishes are difficult to ascertain. Staff who have worked at the home for a long time know residents well and the manager outlined some of the ways staff determine what resident’s preferences are regarding their meals and daily routines. Resident’s diets are important at Oaklawn and two residents have special diets including particular arrangements which have been made to avoid choking risks. Information from health professionals regarding the special diets is on file and there are guidelines for staff both on care plans and in the kitchen. Lunchtime was observed during the inspection and residents were observed to enjoy their food with one to one support being given to two residents. One resident who was interviewed during the inspection spoke highly of the food and said the registered manager was a very good cook. In a later interview with the registered manager about his past work experience he said he had been a restauranteur for six years. Oaklawn DS0000013733.V321488.R01.S.doc Version 5.2 Page 13 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Complaints would be taken seriously and residents are protected from abuse at this home. EVIDENCE: There have been no complaints since the last inspection. User friendly versions of the home’s complaints procedure were on residents files and there was an office copy in the policies and procedures manual. One comment card received from a service user said they knew who to speak to if they had a complaint. One symbol version of this complaints procedure was on one of the files examined. There was a copy of the latest Surrey multi-agency procedures from February 2005. The staff member on duty was interviewed during the inspection at their sister home next door and was knowledgeable on what actions to take if a protection of vulnerable adults issue arose. The in-house policy refers directly to Surrey multi-agency procedures and the reporting of instances to their line manager and social services. Oaklawn DS0000013733.V321488.R01.S.doc Version 5.2 Page 14 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19 and 26 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents live in a homely, safe, and well maintained environment. This home is very clean, pleasant and hygienic throughout. EVIDENCE: A tour of the premises took place involving all the communal areas and two resident’s bedrooms. The home has domestic furnishings and fittings and was pleasant and comfortable for residents. As with their sister home next door, residents benefit from having a variety of well-cared for plants, and a small aquarium. The décor is bright and cheerful and reflects the current all-male occupancy. One resident who was interviewed at length said he was pleased with his room and on inspection the room was found to be very comfortable and personalised with this resident’s photographs, pictures and ornaments. Water temperatures in hand basins were within acceptable limits, except the laundry where a risk assessment needed to be done. This is covered in the last Oaklawn DS0000013733.V321488.R01.S.doc Version 5.2 Page 15 section of this report. Improvements since the last inspection have included fitting some radiator covers and building an extra room with en-suite facilities. The garden is pleasant and accessible and the property is in keeping with others in the road. One resident said he liked helping in the garden and after lunch went outside to help brush up the leaves from the garden paths. The premises are clean, hygienic and free from offensive odours throughout. There is individually dispensed hand soap in all hand-washing areas and paper towel on a roll rather than cotton hand towels. All the toilet and bathroom areas were inspected and found to be clean and tidy. Oaklawn DS0000013733.V321488.R01.S.doc Version 5.2 Page 16 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27,28,29 and 30 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Resident’s needs are met by the skill mix of staff and they are in safe hands. However, more work needs to be done to meet these Standards in full. Recruitment practices have improved but further improvements are needed to fully meet the Care Homes Regulations. EVIDENCE: The home has carried out the Residential Forum matrix (RFM)calculation to ascertain how many care staff are needed according to the assessed needs of current residents. Two care staff were calculated to be needed. The manager said residents sometimes need the hoist to move, and two have serious swallowing difficulties and difficulties in communicating so need one to one attention especially when they are eating. However, on the day of the inspection only one staff member was on duty when the inspection began. The registered manager said a member of staff had called in sick and as the ‘floater’, he had come in himself to cover the shift. However, he had to go out to assess a potential new resident and during this time, (when, he said, the home was not busy), only one member of staff was in the home. The manager was asked to review the care needs of residents, as the last RFM showed residents were either in low or medium needs categories and this has clearly Oaklawn DS0000013733.V321488.R01.S.doc Version 5.2 Page 17 changed. The manager must also ensure that there are sufficient numbers of staff on duty to meet the needs of residents and to operate the home in a safe manner. There is a positive attitude to training in this home and the Manager said 57 of staff are qualified to at least level 2 NVQ and some staff at this home are qualified nurses. A number of training courses have been attended by staff since the last inspection including a medication training course provided by a specialist trainer. The course materials have been purchased so that future medication up-dates will be able to be provided in-house. The manager said he was working through the home’s recruitment records – he said staff turnover was low and therefore many staff had been with them for years but from the inspection at their sister home, he realised that they may have more work to do on gathering recruitment information. He confirmed that all staff had a CRB check and those taken on since July 2004 also had a pova list check – the recruitment file of a recent recruit was sampled and this was found to have the relevant checks. However, the file did not have a completely full employment history and references were from work colleagues which is not acceptable. The manager should also get advice from the CRB website on the correct storage, retention and destruction of CRB certificates. Induction records sampled were completed in full and signed off by the manager. The home will have to acquire and start to use the Skills for Care ‘Common Induction Standards’ for the next new recruit as these Standards came in for all new care staff from September 2006. Oaklawn DS0000013733.V321488.R01.S.doc Version 5.2 Page 18 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31,33,35,36 and 38 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Oaklawn is well managed and quality assurance processes are good. Resident’s financial interests are safeguarded and staff appropriately supervised. Health and safety is taken seriously and staff and resident’s welfare is promoted. EVIDENCE: The registered manager at Oaklawn has been a qualified nurse (RNMS) since 1975, and since then he has spent many years working in hospital environments including 11 years as a charge nurse. In recent years he has managed a restaurant (for 6 years) and has also worked as an assistant team manager with the local authority. He bought and has managed this home Oaklawn DS0000013733.V321488.R01.S.doc Version 5.2 Page 19 since 1997. He has an NVQ 4 in management which was completed in 2005. His own recent training has included medication refresher training; protection of vulnerable adults training: and health and safety. This home has a number of quality assurance measures in place including a plan which has been drawn up reviewing various areas of the home’s operations throughout the year, including staff development, concerns and complaints, personal and healthcare support, and the environment. During the inspection two reviews were sampled - the July and the October audits. Each had identified some areas for improvement and what actions were needed. The Quality Assurance folder contains up-to date information on CSCI, the complaints procedure, and guidance to staff about completing the complaints record. When asked about service user input, the manager said only one service user is able to contribute independently and he meets with that service user on a monthly basis – this is documented on that resident’s file. Other resident’s input is gained via staff who are knowledgeable on resident’s needs and advocate for them. This needs to be kept under review to ensure all residents are supported to have their say. One service users questionnaire was completed for this inspection with the help of a staff member and the resident expressed his satisfaction about living in this home. The manager must find new ways to involve all residents and other stakeholders, and to collate and publish the information. Resident’s financial interests are safeguarded by the homes procedures for supporting them to manage their finances. The manager acts for one service user who has no relatives able to look after their money – this is overseen by the Court of Protection who periodically come to check the records of transactions. The accounts books was examined and found to be correct. This home keeps good records of staff supervision and those staff files sampled showed staff were on course to receive the 6 sessions over a twelve month period as required by this Standard. Health and safety is taken seriously at this home and monthly health and safety checks are carried out and documented by the manager – the JulyOctober 2006 records were sampled. Their insurance certificate was seen and is current until March 2007; the CSCI certificate was also displayed in the office. The Legionella safety certificate was seen. A number of risk assessments are in place including one covering the toiletries in communal areas, the radiators which do not have covers, and risks associated with food and choking. The manager has also sent a risk assessment to the day care placement of one resident who recently had a fall whilst out on a shopping trip organised by the day care providers. This resident was aware, when we discussed the topic, that if he goes out, staff need to accompany him for added safety. Oaklawn DS0000013733.V321488.R01.S.doc Version 5.2 Page 20 A thermometer was in the bathroom for measuring water temperatures in the bath, and water temperatures in hand basins were tested and found to be within acceptable limits. The water in the laundry area was much hotter than 43C and, as one resident likes to get involved in bringing his own laundry to be washed, a risk assessment must be carried out regarding this matter. The kitchen was clean and tidy and a cleaning rota was displayed. Special diets of some residents were set out in writing for staff, including special foods which are suitable for the residents with swallowing difficulties, and in particular what must be avoided to reduce the risk of choking. The issue regarding shortage of staff could impact on resident safety and this must be kept under review – this was discussed earlier in the report under ‘staffing’. Oaklawn DS0000013733.V321488.R01.S.doc Version 5.2 Page 21 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 3 DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X X X 3 STAFFING Standard No Score 27 2 28 3 29 2 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 3 X 2 Oaklawn DS0000013733.V321488.R01.S.doc Version 5.2 Page 22 Are there any outstanding requirements from the last inspection? Yes 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 OP9 Regulation 13(2) Requirement The registered person must ensure that there are clear written instructions for staff in relation to all ‘as required’ medications. Timescale for action 29/11/06 2. OP27 17(2) 18(1)(a) The registered person must 30/11/06 ensure that sufficient staff are on duty and that the staff roster be maintained as an accurate record of staff working in the home. Staff numbers should be reviewed in the light of resident’s changing needs. The registered person must 10/12/06 review recruitment records and procedures to ensure that the information set out in this Regulation and in Schedule 2 of the Care Homes Regulations 2001 (as amended) is on file for all staff. In particular a full employment history must be sought from all staff who have started work at the home since the Regulations were amended in July 2004. The registered person must carry 28/11/06 DS0000013733.V321488.R01.S.doc Version 5.2 Page 23 3. OP29 19 Sch.2 4. Oaklawn OP38 13(4)(a)( b)(c) out a risk assessment regarding the very hot water which is used in the laundry room. 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 OP29 Good Practice Recommendations The registered person should get advice from the CRB website on the correct storage, retention and destruction of CRB certificates. The registered person should ensure all residents and stakeholders are involved in giving feedback about the service on offer at Oaklawn, and this feedback should be collated and made available as set out in this Standard. 2. OP33 Oaklawn DS0000013733.V321488.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Surrey Area Office The Wharf Abbey Mill Business Park Eashing Surrey GU7 2QN National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Oaklawn DS0000013733.V321488.R01.S.doc Version 5.2 Page 25 - 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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