Inspection on 31/05/06 for Otterhayes Trust

This inspection was carried out on 31st May 2006.

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

Otterhayes Trust 23/09/05

Otterhayes Trust 23/05/05

Otterhayes Trust 18/11/04

Otterhayes Trust 22/06/04

Otterhayes Trust 10/03/04

Similar services:

2 Perhaver Park

The Vicarage

St George`s

5 Seafield Road

Credence House

Radfords

Honeybourne House

32 Beaumont Way

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

CARE HOME ADULTS 18-65 Otterhayes Trust Salston Ride Ottery St Mary Devon EX11 1RH Lead Inspector Vivien Stephens Key Unannounced Inspection 31st May 2006 13:00 Otterhayes Trust DS0000021999.V291382.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 Otterhayes Trust DS0000021999.V291382.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. Otterhayes Trust DS0000021999.V291382.R01.S.doc Version 5.1 Page 3 SERVICE INFORMATION Name of service Otterhayes Trust Address Salston Ride Ottery St Mary Devon EX11 1RH 01404 816300 01404 816309 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) The Otterhayes Trust Limited Mr Richard James Allen Care Home 8 Category(ies) of Learning disability (8) registration, with number of places Otterhayes Trust DS0000021999.V291382.R01.S.doc Version 5.1 Page 4 SERVICE INFORMATION Conditions of registration: 1. Age Range 18 to 45 years Date of last inspection 23rd September 2005 Brief Description of the Service: The Otterhayes Trust is a registered charity. The home can provide personal care for up to eight adults who have learning disabilities. It is a condition of registration that the home must only admit adults between the ages of 18 and 45 years, although those people who have lived at the home for many years and have already passed the age of 45 can remain living there as long as they wish and are able. The home is situated in 4 acres of woodland in the beautiful countryside of Ottery St Mary with a stream, pond and walled lawns. There are outbuildings equipped for pottery, crafts, offices, computer and practical life skills. The home has been altered and extended to provide spacious accommodation. There are two lounges and two dining rooms in the main house. Bedrooms are of a good size and have en suite facilities. The Trust also has four small houses within the grounds that provide supported living accommodation for 10 people. The home is run as a family business with eight members of the family working between the care home and the supported living accommodation. This number includes the registered manager, Mr Richard Allen and his wife. Members of the family have accommodation within the grounds. The scale of charges at the time of this inspection are between £500 to £950 The home will provide a copy of the most recent inspection report to all prospective new service users and their families/representatives. Otterhayes Trust DS0000021999.V291382.R01.S.doc Version 5.1 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. Prior to the inspection the home submitted a pre-inspection questionnaire with information about the management of the home. Survey forms were received from 8 service users, 6 relatives plus other professionals involved in the home. This inspection began at 1pm and finished at 7pm. During the visit conversations were held with seven service users, five managers and five support staff. Four care plan files were case tracked, records of staff employed since the last inspection and monies held by the home on behalf of residents were checked. The storage and administration of medicines were inspected. A tour of the building was carried out. What the service does well: Vacancies rarely occur at Otterhayes, but when they do the home has good procedures in place to ensure that prospective residents and their representatives have every opportunity to get to know the home and ensure they have made the right choice of accommodation. This includes a comprehensive booklet about life at Otterhayes. Residents lead busy and fulfilling lives. Individual weekly timetables have been drawn up setting out regular planned activities, and there are also plenty of opportunities for social and leisure activities. Transport is provided to enable residents to go out and about in the local community. Residents are supported to maintain friendships and keep in contact with their families. The home provides a high standard of meals to suit all individual tastes and dietary needs. Residents help with meal planning and preparation, and talked about how much they enjoy the meals. Personal and health care needs are met by well-trained staff. New ‘person centred care plans are in the process of being introduced. This ensures that residents’ views and wishes are taken into account when considering how staff should meet their needs. Safe systems are in place for the storage and administration of medicines. Complaints are investigated and handled appropriately. Staff have received good training and advice to minimise the risk of service users suffering harm or abuse. The accommodation is of an excellent standard throughout. All areas are modern, bright, spacious and well-equipped. There are good systems in place Otterhayes Trust DS0000021999.V291382.R01.S.doc Version 5.1 Page 6 to ensure all equipment is regularly maintained. The home was found to be clean and hygienic throughout. The staffing levels are very good and ensure that residents are able to participate in individual and group activities of their choice. Safe recruitment procedures are in place to ensure new staff are competent, trustworthy and have the right qualities for the job. Staff have received thorough and comprehensive training in a wide range of subjects. This includes 90 of staff achieving NVQ level 2 and above. There is an open and positive atmosphere throughout the home. Good procedures are in place for seeking the views of everyone involved in the home. The home is well managed. Comments from relatives and professionals included “Managers and staff at Otterhayes have gone out of their way to cater for X’s special needs.” “The home is responsive and cooperative.” All records were found to be well maintained, including records of finances handled by the home on behalf of residents. What has improved since the last inspection? 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. Otterhayes Trust DS0000021999.V291382.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 Otterhayes Trust DS0000021999.V291382.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): 1, 2, 3, 4, 5 “Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service.” The home has excellent admission and assessment procedures in place. EVIDENCE: The home has produced a comprehensive booklet providing information about life at Otterhayes. It contains photographs and symbols as well as written information. The booklet has been given to all current residents, personalised to them, and giving such details as their room and their keyworker. Those residents who are funded by Social Services have contracts provided by their local authority. In addition to this the information booklet also provides details of key terms and conditions of residence. Anyone who makes an enquiry about Otterhayes is given a copy of this booklet plus more detailed information in the form of a Service User Guide. The home is planning to draw up a video of the home to supplement the current information. Most of the residents have lived at Otterhayes for a number of years – some for around 20 years – and vacancies rarely occur. Jim Allen described the assessment process for any prospective new resident. This includes visits or shorts stays to Otterhayes, obtaining detailed assessments from other professionals and consultation with the prospective resident, their family and/or representatives. Otterhayes Trust DS0000021999.V291382.R01.S.doc Version 5.1 Page 9 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, 9 “Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service.” The staff are provided with excellent information about how to meet residents’ needs safely. EVIDENCE: Since the last inspection the home has begun to introduce new ‘person centred’ care plans. The managers have sat down with each resident to discuss their needs and wishes, and have drawn up a plan that is written in the words of the resident. The plans are both an information-giving tool for staff, and a set of instructions about how the resident wants to be assisted. They give detailed information about every aspect of their daily routines, likes and dislikes, and helps staff to understand what makes the resident happy or sad, and explains why residents may react in certain ways to actions or events. Not all of the residents had a care plan in the new format at the time of this inspection. Carolyn Allen said that in some cases she is waiting until after forthcoming care plan review meetings with residents, relatives and other professionals have taken place before drawing up the remaining care plans. Otterhayes Trust DS0000021999.V291382.R01.S.doc Version 5.1 Page 10 Each resident has a key worker who supports them to make decisions and take actions in their daily lives. Staff confirmed that they have found the new care plans informative and helpful, especially when they have to support residents in difficult situations. All of the residents have involvement with local advocacy services and some have attended courses to help them speak up and speak out about matters that affect them. The plans give detailed information about both health and personal care needs and confirm that all health needs have been well met. They also set out clearly all risks that have been identified and the actions that are necessary to either reduce or eliminate those risks. Otterhayes Trust DS0000021999.V291382.R01.S.doc Version 5.1 Page 11 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, 17 “Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service.” The home actively promotes and enables residents to lead fulfilling lives. Residents have good opportunities to get involved in the local community. Staff provide good support to help residents maintain friendships and keep in contact with their families. The standard of meals provided to residents is excellent. EVIDENCE: Each resident has a weekly timetable of their regular activities. The timetable sets out regular tasks around the home such as laundry and cleaning, and also activities outside the home. Some of the residents talked about the college courses they attend. Others talked about their interests including gardening, arts and crafts, cooking, drama and music, and sports. On the afternoon of the inspection a group of residents went horse riding. One resident helped in the kitchen to prepare the evening meal. The residents attend local clubs and social events according to their individual interests and wishes. Staff talk about how they encourage residents to lead full and interesting lives. At the time of Otterhayes Trust DS0000021999.V291382.R01.S.doc Version 5.1 Page 12 this inspection none of the residents attend church regularly. Jim Allen said that if any of the residents at any time wanted to attend church the staff would be happy to provide any transport or support necessary. Privacy and dignity are respected. Bedroom doors have suitable locks. One resident who has poor hearing has a doorbell for staff and visitors to ring before they enter. For other residents staff knock before entering. Each bedroom has a telephone to enable residents to talk to friends and families in privacy. There was clear evidence of residents being addressed by their preferred name. This is documented in their care plans. Residents are supported to have friendships, relationships, and to maintain close contact with families. Residents talked about participating in menu planning, shopping, and meal preparation. This was also observed during the inspection. Printed menus are drawn up in advance in consultation with all of the residents. There is always a choice of meals to suit all tastes and dietary needs. Residents said the meals are lovely. The menus are balanced and nutritious, using fresh ingredients and focussing on tasty home-cooked recipes. The kitchen is large, well laid out, with a good range of modern units and equipment. All areas were bright and clean. Since the last inspection the home has introduced a hostess trolley to encourage greater choice and independence. Many of the residents also have tea and coffee making facilities and refrigerators in their rooms according to their wishes and abilities. Otterhayes Trust DS0000021999.V291382.R01.S.doc Version 5.1 Page 13 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, 20 “Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service.” Residents receive excellent support from well-trained staff to meet their personal and health care needs. Medicines are stored and administered safely. EVIDENCE: Care plans clearly set out how residents want to be assisted and supported with intimate and personal care needs. Residents talked about their clothes, hairstyles and jewellery and talked about shopping trips and their choice of clothing. One resident was wearing jewellery she had made herself. Since the last inspection two new male members of staff have been employed and this has improved the ratio of male/female staff to residents, allowing residents greater flexibility to choose the gender of staff they want to support them. Specialist health care needs have been documented in the care plans. The staff talked about the advice and treatment that has been provided from local health services. Regular health checks have been provided as required. The home uses a weekly monitored dosage system of medicine administration. None of the residents are able to administer their own medicines safely. The medicines are held securely, and have been carefully recorded to show receipt, Otterhayes Trust DS0000021999.V291382.R01.S.doc Version 5.1 Page 14 administration and returns. There is a clear and comprehensive policy in place, easily accessible for all staff. Staff have received training on the safe administration of medicines therefore residents are safeguarded by knowledgeable and competent staff. Otterhayes Trust DS0000021999.V291382.R01.S.doc Version 5.1 Page 15 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, 23 “Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service.” Complaints are investigated and handled appropriately. Residents are fully protected from potential abuse. EVIDENCE: Since the last inspection the Commission has received one complaint from the family of a resident. The complaint related to the wording of a personal profile drawn up by the home about the resident. The complaint was passed to the home to investigate. The outcome of their investigation resulted in the removal of the profile from the resident’s file and an apology to the family for the terminology used. As a result of this the home decided to introduce new ‘person centred’ care plans that are drawn up with, and in the words of, each resident. However, the care plan for this particular resident has not been updated yet as the manager said she is waiting for the outcome of the forthcoming review meeting before drawing up a new plan. All staff have received a wide range of training on the protection of vulnerable adults, breakaway techniques, and how to deal with difficult or challenging behaviour. Policies and procedures are in place to prevent the risk of abuse. Staff demonstrated a good awareness and understanding and knew what to do if they suspected any abuse. Otterhayes Trust DS0000021999.V291382.R01.S.doc Version 5.1 Page 16 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, 30 “Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service.” The accommodation is of an excellent standard throughout. There are good systems in place to ensure all areas are regularly maintained and kept clean and hygienic. EVIDENCE: The home is located on the outskirts of Ottery St Mary. There are large, attractive gardens surrounding the property and a number of buildings and workshops within the grounds that provide amenities for the residents. All areas of the property have been maintained to a very high standard. Fixtures and fittings are of a high quality, and all areas appear bright, stylish and comfortable. The home has a number of vehicles to provide transport to local amenities. The residents were clearly very proud of their bedrooms. The rooms are spacious, with modern, good quality and comfortable furniture and furnishings, and decorated to reflect individual tastes and interests. All rooms have ensuite facilities. Residents help to keep their rooms clean and tidy. A number of the residents have tea and coffee making facilities and a small refrigerator. Otterhayes Trust DS0000021999.V291382.R01.S.doc Version 5.1 Page 17 They have televisions, telephones and music equipment and some choose to use their rooms as a bed-sitting room, spending some of their leisure times in their rooms. There are two comfortable lounges, two dining rooms, and a large kitchen within the main building. Within the grounds there are also modern out buildings providing facilities for arts and crafts, entertainment, a training kitchen and offices. All areas of the home have good natural light and ventilation. At the time of this inspection all areas of the home were clean and free from any odours. Otterhayes Trust DS0000021999.V291382.R01.S.doc Version 5.1 Page 18 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, 33, 34, 35 “Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service.” Staffing levels ensure residents’ needs are met. Good recruitment and training procedures are in place to ensure new staff are competent, trustworthy and have the right qualities for the job. EVIDENCE: At the time of this inspection 90 of the staff have achieved NVQ level 2 or above. Staff interviewed during the inspection talked about the training and support they have received in the last year including the Learning Disability Award Framework (this is a nationally recognised standard of training for people who work in learning disability services). The staff said they felt they have received a good range of training to meet the residents’ needs. Staff rotas provided show that there are normally 5 or 6 support workers, senior support workers and management staff on duty during the day. At night there are 2 staff sleeping-in. The providers live within the grounds of the home and are fully involved in the day-to-day management and care of the residents, and the hours they work are in addition to the staff listed above. Four staff files were inspected of those staff recruited since the last inspection. These showed that the home has followed careful recruitment procedures, and obtained two written references and a satisfactory CRB and POVA check before Otterhayes Trust DS0000021999.V291382.R01.S.doc Version 5.1 Page 19 staff are appointed. Copies of training certificates and qualifications are held on file. All new staff undertake a thorough induction. Staff said they felt well supported by their managers, and confirmed they have regular supervision and staff meetings. Otterhayes Trust DS0000021999.V291382.R01.S.doc Version 5.1 Page 20 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, 39, 41, 42 “Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service.” There is an open and positive atmosphere throughout the home. Good procedures are in place for seeking the views of everyone involved in the home. The home is well managed. All records have been well maintained. The home has taken all possible steps to ensure the health and safety of residents and staff. EVIDENCE: The providers have managed Otterhayes for many years. In addition, three members of the senior management team are currently undertaking NVQ level 4 and the Registered Managers’ Award. In recent months the home has sent out questionnaires to relatives and representatives of each resident in order to find out what their views are about Otterhayes Trust DS0000021999.V291382.R01.S.doc Version 5.1 Page 21 all aspects of the day-to-day running of the home. Action has been taken to address any issues that arose. They have received a good response with some useful comments and plan to collate these and inform people of the outcomes and actions in the next newsletter. The home has a variety of methods for seeking the views of staff, residents and families including meetings, care reviews and supervision sessions. The staff said they felt there are good opportunities for raising ideas and comments, and they felt their views are always respected. Questionnaires sent to residents as part of this inspection were completed with assistance of the staff, and clearly reflected a high level of satisfaction among the resident for the standard of care and accommodation provided. Five care managers responded and their responses were positive. Comments included “A very caring and peaceful home” and “The home is responsive and co-operative. Records of cash held and administered on behalf of residents were seen, and balances checked. Money is held in individual cash tins, and each transaction has been recorded and receipts kept. Safe systems are in place to protect residents’ money and valuables. Information provided for this inspection showed that health and safety checks have been carried out at regular intervals. The fire log book and accident report books were seen and these showed that actions have been taken appropriately. Staff have received regular training and updates on all health and safety related topics. Otterhayes Trust DS0000021999.V291382.R01.S.doc Version 5.1 Page 22 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 4 2 4 3 4 4 4 5 4 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 4 26 X 27 X 28 X 29 X 30 4 STAFFING Standard No Score 31 X 32 4 33 4 34 3 35 4 36 X CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 3 X 3 X LIFESTYLES Standard No Score 11 X 12 4 13 4 14 X 15 4 16 4 17 4 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 4 4 4 X 4 X 3 X 3 3 X Otterhayes Trust DS0000021999.V291382.R01.S.doc Version 5.1 Page 23 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. Refer to Standard Good Practice Recommendations Otterhayes Trust DS0000021999.V291382.R01.S.doc Version 5.1 Page 24 Commission for Social Care Inspection Exeter Suites 1 & 7 Renslade House Bonhay Road Exeter EX4 3AY 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 Otterhayes Trust DS0000021999.V291382.R01.S.doc Version 5.1 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. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!