Inspection on 23/01/08 for Osborne House Residential Home

This inspection was carried out on 23rd January 2008.

CSCI found this care home to be providing an Good service.

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

Osborne House Residential Home 15/10/08

Osborne House Residential Home 15/06/06

Osborne House Residential Home 31/01/06

Osborne House Residential Home 23/06/05

Osborne House Residential Home 14/12/04

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

CARE HOMES FOR OLDER PEOPLE Osborne House Residential Home 16 Bay Road Clevedon North Somerset BS21 7BT Lead Inspector Juanita Glass Unannounced Inspection 10:30 23 January and 4 February 2008 rd th 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 Osborne House Residential Home DS0000062278.V355014.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. Osborne House Residential Home DS0000062278.V355014.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Osborne House Residential Home Address 16 Bay Road Clevedon North Somerset BS21 7BT 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) 01275 872600 01275 872600 Osborne House (Ladye Bay, Clevedon) Limited Mr Rex Frederick Mackrill Care Home 26 Category(ies) of Dementia (1), Dementia - over 65 years of age registration, with number (26) of places Osborne House Residential Home DS0000062278.V355014.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. 3. 4. May provide residential personal care for up to 26 persons, aged over 65 years, with Dementia. The two additional bedrooms are not to be used until minimum standards have been achieved and checked by the inspector. May accommodate one named person under 65 with Dementia care needs. Home will revert when named person leaves. May admit one named person aged 59 years and over. This condition lapses when the person leaves or becomes 65. 15/06/2006 Date of last inspection Brief Description of the Service: Osborne House is registered with the Commission for Social Care Inspection to provide a personal care service for up to 26 persons with dementia. The home is a pleasant period building with panoramic views over the Bristol Channel. It has three floors and twenty-two bedrooms, two of which are shared. At present the home can take up to 24 persons. There is a call system throughout the home. There is a conservatory, dining room and two good-sized lounges. One room has en-suite facilities. There are ample assisted baths and communal showers and toilet facilities. Osborne House Residential Home DS0000062278.V355014.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 2 star. This means the people who use this service experience good quality outcomes. This inspection took place over two days in the presence of the owner/manager Mr MacRill. Evidence to support the findings of this inspection was obtained through written surveys from people living in the home and their relatives. Reponses to our written survey were received from 10 people living in the home 11 relatives and 1 healthcare professional. An Annual Quality Assurance Assessment (AQAA) was completed by the homeowner and forwarded to the Commission for Social Care Inspection (CSCI). We also carried out a review of documentation in the home. This included documentation in peoples care plans, staff personnel records and records maintained for the day-to-day running of the home. Whilst in the home we discussed the care provided with 7 people living there both on a one to one basis and in a group. We also spoke to 2 relatives, 4 staff members and the owner/manager. What the service does well: The manager continues to invest in the training of staff in Dementia Care. This supports his aim to provide a specialised service to people with Dementia using a Person Centred Approach to care in the home. Staff support this ethos with an emphasis on the person as an individual rather than a set of tasks to be carried out through the day. There is a relaxed and open atmosphere in the home meaning that residents feel free to access every area including the office to talk to the manager. Surveys received were largely complimentary with residents and relatives commenting on welcoming and caring staff who are ready to meet their needs with a cheerful and friendly approach. Osborne House Residential Home DS0000062278.V355014.R01.S.doc Version 5.2 Page 6 One survey stated ‘exemplary care. Could not ask for any better, staff are approachable, physical and dietary needs are well met a good quality of life is experienced by my relative’, whilst another said ‘Staff always welcoming, an excellent range of activities is provided, there is a genuine caring atmosphere.’ People living in the home said ‘I am happy here,’ ‘I like the staff they are always friendly and cheerful.’ This was evident when we observed working practices in the home. Staff clearly cared about the way in which they interacted with residents. The provision of appropriate activities is evident with an emphasis on reminiscence and recognising peoples life experiences. One resident organises a daily game of skittles whilst others said they had enjoyed talking about the days when they went to dances and the music they used to listen to. What has improved since the last inspection? What they could do better: Comments in surveys from relatives identified that on occasions they had cause for concern regarding staffing levels. This may mean that there could be an adverse impact on outcomes for people in the home. The example raised by relatives was the need for residents to get outdoor exercise more often, but being prevented from doing so due to staffing levels. The manager said he was looking at ways of changing the shift system to use staff more effectively. Osborne House Residential Home DS0000062278.V355014.R01.S.doc Version 5.2 Page 7 Although the emphasis in the home is on listening to people’s opinions, a formal Quality Assurance process has not been carried out. The manager stated that a formal process would be put into place in 2008 and this would form the basis for future development plans for the home. 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. Osborne House Residential Home DS0000062278.V355014.R01.S.doc Version 5.2 Page 8 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 Osborne House Residential Home DS0000062278.V355014.R01.S.doc Version 5.2 Page 9 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): 1, 3 and 5. 6 does not apply Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People benefit from enough information to make an informed decision about moving into the home. They do not move in until they have received a full needs assessment and the home has confirmed they can meet their needs. EVIDENCE: The homes Statement of Purpose is reviewed annually and reflects the service provided by the home. A copy of the service User guide is made available on request. Four care plans were reviewed they all contained pre admission assessments which identified the specific needs of the prospective resident. The manager confirmed that they would only take new residents when they were sure they could meet their needs. The pre admission assessment forms the basis of the full care plan, which is then agreed with the resident or relative when the resident is unable to express an opinion. Osborne House Residential Home DS0000062278.V355014.R01.S.doc Version 5.2 Page 10 People wishing to move into the home are offered the chance to visit and spend some time there when they can talk to staff and residents about their experiences. People living in the home did not comment on their experience of looking for a home. One survey from a relative said they had received plenty of information enabling them to make an informed choice. One resident survey said they had left the decision to a relative and thought they had plenty of information. Osborne House Residential Home DS0000062278.V355014.R01.S.doc Version 5.2 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. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 and 10 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People living in the home benefit from a person centred approach to care, which respects their right to maintain personal choice and dignity. They are protected by a robust medication policy and administration. EVIDENCE: We looked at four care plans chosen at random. They were all written in a way that reflected the personal needs of the person rather than a group of people or tasks that needed completing. They included the likes and dislikes and the history of the persons life before they moved into the home. This enabled staff to provide care that was individual to peoples needs. Staff spoken to were clear about the way they looked after people living in the home. They knew they could read care plans to find out their personal likes and dislikes. The staff could also identify specific health care needs people had. The care plans also gave them clear guidelines about types of illnesses and conditions. Osborne House Residential Home DS0000062278.V355014.R01.S.doc Version 5.2 Page 12 People who were able to talk about the care they received said the staff were very caring, they knew what they wanted and treat them with respect. One person said I am very happy here they look after me very well. Another person said the staff were always patient and cheerful. One relative said Osborne House has been the saving of us, the staff understand the needs of both the resident and the family. We watched the way staff spoke to people living in the home they were polite and respectful treating everyone as an individual. The care plans we looked out showed people living at Osborne House continued to have access to healthcare specialists such as the dentist, the optician, the chiropodist and the diabetic nurse. Staff in the home helped people attend appointments at either the doctors surgery or at the hospital outpatient clinics. The Commission for Social Care Inspection Pharmacist Inspector carried out a separate inspection at Osborne House to look at specific issues concerning the receipt, storage and Administration of medication. The findings were that medication administrations records are clearly written and checked ensuring people living in the home are confident they receive the correct medication at the correct time. However it was noted that some errors had resulted in medication being returned to the incorrect box or eye drops being stored incorrectly. It was also noted that Controlled Drugs must be kept in a cupboard that meets the Misuse of Drugs Act 1973. We made two requirements following this random inspection, which Mr MacKrill had complied with by the time of this key inspection. He had also revised the homes policy and procedure for the receipt, storage and administration of medication. The procedure is very clear and gives an exceptional level of guidance for staff. It includes clear examples of how to complete the various forms necessary to protect people from drug errors. This reflects good practice and staff awareness will continue to be assessed in future inspections. Osborne House Residential Home DS0000062278.V355014.R01.S.doc Version 5.2 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. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 and 15 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. People living in the home benefit from appropriate and person centred activities that reflect their personal interests and past occupation. They are encouraged to maintain personal friendships and contact with their families. People living in Osborne House also benefit from a balanced and nutritional diet. EVIDENCE: Activities at Osborne House are organised to reflect the interests and past occupations of people living in the home. Allowing relationships to be built based on a persons biography and life experiences. The manager and staff have attended training in Creating Activity Therapy. A monthly theme is chosen for Reminiscence Therapy, residents said they enjoyed talking about the theme for January, which was music and dance. A dressmakers dummy had a New Look dress from the 1950s and there was a notice board of peoples comments about the dances they used to go to and music they liked. A months theme is completed with a celebration of the subject covered such as a party. Osborne House Residential Home DS0000062278.V355014.R01.S.doc Version 5.2 Page 14 Other activities in the home such as pet therapy, reflexology, sing-along, crafts and a sherry morning on Sunday’s were all commented on in conversation with people who were sat in a communal room which is used for activities. One lady cheerfully talked about the idea of remembering dances in her youth, whilst another resident started to organise a daily game of skittles which he has taken on as his personal task. Residents also take part in personal activities enabling one resident to maintain a daily scrapbook whilst another resident has been assisted to go out for a walk when they wish. The manager stated that they were always looking for ways in which to improve activities in the home. Staff have attended training in chair aerobics to address the issue of lack of exercise. The manager is also looking into the idea of starting an allotment group. An emphasis is also made of peoples past occupations and the manager wishes to address this by introducing workstations such as a worktop or an office area. Comments from surveys largely supported the provision of activities in the home, however a few comments were made about the lack of exercise or walks off the premises. The manager said he would take these comments into consideration and see what could be done to improve that area. People spoken to said they had no problems seeing or contacting relatives and relative surveys stated that staff always made them welcome and helped them maintain contact even over a long distance. A four weekly menu, which includes a choice, is available. People make their choice at meal times rather than being expected to remember a choice made earlier. People living in the home said they always had a good meal. The mealtime observed was relaxed and had a cheerful atmosphere. People who do not like the hustle and bustle of eating with other people have the choice of eating in a quiet area of they wish. The menus looked at showed a choice of nutritional well-balanced meals with fresh fruit and vegetables available. Osborne House Residential Home DS0000062278.V355014.R01.S.doc Version 5.2 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. 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. People living in the home are protected by very clear policies and procedures that make it possible for them to feel they can raise issues and concerns with the manager and staff. Policies and procedures also included very clear guidelines protecting vulnerable people from abuse and neglect. EVIDENCE: The home’s complaints policy and procedure shows a clear timeline and action to be taken in event of a complaint. A copy is clearly displayed in the home and subsequent copies are available on request. The policy and procedure also directs the complainant to the CSCI. On the first day of the inspection it was discussed with the manager that complaints to the home were not being recorded in a book. The manager agreed to start keeping a record of all complaints. The record will include the way they were dealt with and the outcome. This will ensure that people using the service will be confident that their concerns are being taken seriously and acted upon. The manager stated on the second day of the inspection that a log of all complaints and concerns was now being maintained. Future compliance in this area will be followed up at the next inspection. Osborne House Residential Home DS0000062278.V355014.R01.S.doc Version 5.2 Page 16 A copy of the North Somerset policy and procedure for Safeguarding Adults under No Secrets has been made available for all staff. Staff spoken to showed an awareness of the policies and procedures in place to safeguard vulnerable adults. Staff records showed that staff had received appropriate training. The home also has a very clear whistle blowing policy, which all staff spoken to were aware of. People spoken to said they knew how to make a complaint if they needed to, they all felt they could approach the owners at anytime with any concern and that it would be considered seriously. Osborne House Residential Home DS0000062278.V355014.R01.S.doc Version 5.2 Page 17 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, 20, 24 and 26 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People living in Osborne house benefit from a comfortably furnished homely atmosphere. They are encouraged to personalise their room so that it reflects their interests and family. EVIDENCE: Osborne House is comfortably furnished and specific emphasis has been placed on the need to enhance certain areas to help people with a cognitive impairment such as dementia to navigate their way around the house unassisted. This enables them to maintain as much independence as possible. This can be seen by the use of red surroundings around toilet doors so that people can find them easily. Specialist equipment can be provided when the need is identified. Osborne House Residential Home DS0000062278.V355014.R01.S.doc Version 5.2 Page 18 All the communal areas were observed to be in regular use by residents. One area is used as the activities room and contains reminiscence therapy aids; this was a very popular room. There is a second lounge with a widescreen TV, a conservatory area and a dining room. People spoken to said they liked their rooms. One person said they were happy with all the rooms and liked the view from the conservatory. The manager has a very clear understanding of maintenance issues within the home that need to be addressed and has initiated quotes and a maintenance plan for the next 12 months. We carried out a tour of the premises. We noted that bedrooms contained personal furniture and items, which made the room more individual to that person. All areas were clean and tidy and there was no offensive odours noted throughout both days of the inspection. Staff had a clear understanding of infection control and good working practices were observed. Osborne House Residential Home DS0000062278.V355014.R01.S.doc Version 5.2 Page 19 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 good. This judgement has been made using available evidence including a visit to this service. People living in the home benefit from staff who have received appropriate training to enable them to understand the diverse needs of those suffering from dementia, however staffing levels in the home could have an impact on the individual needs of some people. EVIDENCE: The manager of Osborne House is committed to providing a service that can meet the needs of people with Dementia. He encourages all staff to attend training in Dementia Care and Creative Therapy. Staff also work through the Yesterday, Today and Tomorrow training run by the Alzheimers Society. During the inspection staff showed an understanding of the diverse needs of people in the home. Providing care that was individually tailored to the needs of the person. This showed that they recognised each person as a unique individual and did not view their work as a series of tasks. With such an emphasis on obtaining a clear knowledge of dementia care, other areas of training specific to the needs of the resident group have not been provided. We discussed with the manager the need to access training in physical aspects of care as well as dementia. This should include areas such as diabetes and continence care. Osborne House Residential Home DS0000062278.V355014.R01.S.doc Version 5.2 Page 20 On the second day of the inspection the manager showed that he had done some research into obtaining training for staff in the physical needs of the resident group. Progress in this area will be assessed at the next inspection. A concern raised in two surveys and earlier in the year referred to training for staff whose first language was not English. The manager has directed all staff with this need to local courses in ‘English as a Second Language.’ The manager encourages all new staff to commence the NVQ 2 In Care training. As a result the home has well above the required 50 of staff trained to NVQ Level 2 or equivalent. Staffing levels were also raised is an issue in 4 of 11 surveys received from relatives. We discussed this with the manager as low staffing levels could affect the outcomes for some people living in the home. An example was given about there not being enough staff to enable people to go for a walk in town or go out shopping. The manager confirmed he was looking at ways of changing the shift system to use staff more effectively. Staff personnel files showed that people are protected by a robust recruitment procedure which is followed by the home. All recently employed staff had a POVA 1st, CRB and two references in place before they commenced work. They then worked alongside regular staff until the initial stage of their induction had been completed. Osborne House Residential Home DS0000062278.V355014.R01.S.doc Version 5.2 Page 21 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. People living at Osborne House benefit from a manager with knowledge of the diverse needs of people with Dementia, who maintains an open and inclusive atmosphere in the home. However their opinions are not recorded in an annual Quality Assurance process. Adequately supervised staff and a robust health and safety policy and procedure protect people from harm. EVIDENCE: Mr MacKrill has attained a clear knowledge of the needs of people with Dementia since purchasing the home. He has obtained a Diploma in Dementia Care Matters, has trained in Dementia Care Mapping, and completed the Dementia Managers course with Dementia Voice. He is currently doing the NVQ level 4 Management in Care. Osborne House Residential Home DS0000062278.V355014.R01.S.doc Version 5.2 Page 22 There is a very open and inclusive atmosphere in the home. People living there felt able to enter the office at any time to talk to the manager. This was evident over both days of the inspection. One person spoken to said I know who to go to if Im worried, him (pointing) hes the boss man. Another person said I can always talk to him (again indicating the manager) hes really nice and listens to me. Surveys from relatives also stated that they felt they could speak to the manager. One relative spoken to said it doesnt matter when I come here he always makes time. Although the opinions of residents and relatives are taken into account and acted on this is not supported by a clear Quality Assurance process. We discussed this with the manager who agreed the peoples opinions and observations had not been sought through this process. He stated that this would be put into action early 2008 and used to create a plan for future developments in the home. A random check of residents’ finances held in the home on their behalf showed that receipts are kept for all transactions and a clear balance evident. Staff supervision has not been carried out formally every two months the new deputy manager has taken on board the need for regular documented staff supervision. However staff spoken to felt that although there was not a formal process in place they received a high level of supervision due to the open door policy in the home. They felt they could raise and discuss any issue at any time. They also felt that, as a small team they all worked together and the need to improve practices would be discussed at the time. A clear system of recording incidents resulting in staff supervision would evidence that they are adequately supervised. Records relating to servicing of equipment in the home were reviewed. All records were up to date and available for inspection. The implementation of health and safety within the home was satisfactory. All residents have personal risk assessments. Generic risk assessments are in place and reviewed regularly. A review of the firelog showed all tests, training and drills were being carried out to the Avon and Somerset Fire Brigade guidelines. Osborne House Residential Home DS0000062278.V355014.R01.S.doc Version 5.2 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 3 X 3 X 3 N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 3 14 4 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 3 X X X 3 X 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 2 X 3 3 X 3 Osborne House Residential Home DS0000062278.V355014.R01.S.doc Version 5.2 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. 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 2 Refer to Standard OP30 OP33 Good Practice Recommendations The registered provider needs to include training on physical needs in the training programme for staff. The registered provider needs to put in place a formal quality assurance process listening to the opinions of people using and involved with the service. Osborne House Residential Home DS0000062278.V355014.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection South West Regional Office 4th Floor, Colston 33 33 Colston Avenue Bristol BS1 4UA 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 Osborne House Residential Home DS0000062278.V355014.R01.S.doc Version 5.2 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. 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