Inspection on 16/12/08 for Penwith Respite Care Limited

This inspection was carried out on 16th December 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

Penwith Respite Care Limited 28/03/07

Penwith Respite Care Limited 21/09/05

Penwith Respite Care Limited 28/06/05

Penwith Respite Care Limited 28/02/05

Penwith Respite Care Limited 07/09/04

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 30/01/2009.

Inspecting for better lives Key inspection report Care homes for adults (18-65 years) Name: Address: Penwith Respite Care Limited 38 Polweath Road Treneere Penzance Cornwall TR18 3PN     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Alan Pitts     Date: 1 6 1 2 2 0 0 8 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. the things that people have said are important to them: They reflect This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Adults (18-65 years) can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop 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 Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Adults (18-65 years) Page 2 of 28 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.csci.org.uk Internet address Care Homes for Adults (18-65 years) Page 3 of 28 Information about the care home Name of care home: Address: Penwith Respite Care Limited 38 Polweath Road Treneere Penzance Cornwall TR18 3PN 01736330638 01736330638 penwithrespite@msn.com Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Mrs Christine Doyle Type of registration: Number of places registered: Penwith Respite Care Limited care home 10 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 learning disability Additional conditions: Date of last inspection Brief description of the care home Penwith Respite Care Ltd is located at modern purpose built premises on a Penwith Housing Association estate on the outskirts of town of Penzance. The premises are rented from Cornwall County Council. The home is close to local shops, facilities and bus routes. The service offers planned respite care to adults with a learning disability. The aim of the service is to provide service users and their carers with regular respite stays for up to eight nights each month. Stays at the home are arranged and contracted through the Cornwall County Council Department of Adult Social Care. The service can consider admissions for emergency stays in negotiation with Cornwall Department of Adult Social Care. The bungalow accommodates up to 10 people. The majority of the accommodation is on the ground floor. There is suitable access to, and within, the building for disabled people. All the bedrooms are single; nine are located on the ground floor. The communal space comprises a large L shaped sitting and Care Homes for Adults (18-65 years) Page 4 of 28 Over 65 0 10 Brief description of the care home dining room, and a separate smaller sitting area. The kitchen is located next to the dining area. An annual block funding fee is paid by Cornwall County Council (DASC) to reserve the use of all ten beds and all services provided. The residential Charging Team determines whether a contribution is payable by each service user, through an individual financial assessment. Care Homes for Adults (18-65 years) Page 5 of 28 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Individual needs and choices Lifestyle Personal and healthcare support Concerns, complaints and protection Environment Staffing Conduct and management of the home peterchart Poor Adequate Good Excellent How we did our inspection: This inspection took place on the 16th December 2008, over a period of approximately 4.5 hours. The inspection included: discussion with the registered manager and staff, a tour of the premises, examination of relevant documentation, and the inspector met with some of the people living there at the time of the inspection. The registered manager was present throughout the inspection and showed a good understanding of the care needs of the people that live at the service. Overall, the service provides an intimate, safe, and comfortable home that the people that stay there have confidence in. Care Homes for Adults (18-65 years) Page 6 of 28 Care Homes for Adults (18-65 years) Page 7 of 28 What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.csci.org.uk. You can get printed copies from enquiries@csci.gsi.gov.uk or by telephoning our order line –0870 240 7535. Care Homes for Adults (18-65 years) Page 8 of 28 Details of our 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) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Adults (18-65 years) Page 9 of 28 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them, what they hope for and want to achieve, and the support they need. People can decide whether the care home can meet their support and accommodation needs. This is because they, and people close to them, can visit the home and get full, clear, accurate and up to date information. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between the person and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home does have a current service users guide that provides information about the home in an appropriate format. The service always carries out a pre-admission assessment for residents new to the service. Evidence: The Service User Guide is given to all new admissions and is regularly reviewed. The information is provided in large print supported by photographs. The registered manager recognises that alternative formats would benefit some people that use the service (e.g. video/audio). The service always carries out a pre-admission assessment for residents new to the service, and also maintains good communications with existing clients to ensure they are aware of any changes in care needs. Admission to Penwith Respite Care bungalow is arranged through Cornwall Department of Adult Social Care assessment and commissioning systems. These commissioning procedures ensure that the provider receives a detailed assessment of the needs and aspirations of each prospective client. Care Homes for Adults (18-65 years) Page 10 of 28 Evidence: Key workers are allocated immediately to welcome and support new clients and to ensure that agreed care plans are developed as soon as possible. Introductory tea visits are extended until all parties feel that individual needs, wishes, and aspirations can be met during overnight and weekend stays. Care Homes for Adults (18-65 years) Page 11 of 28 Individual needs and choices These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s needs and goals are met. The home has a plan of care that the person, or someone close to them, has been involved in making. People are able to make decisions about their life, including their finances, with support if they need it. This is because the staff promote their rights and choices. People are supported to take risks to enable them to stay independent. This is because the staff have appropriate information on which to base decisions. People are asked about, and are involved in, all aspects of life in the home. This is because the manager and staff offer them opportunities to participate in the day to day running of the home and enable them to influence key decisions. People are confident that the home handles information about them appropriately. This is because the home has clear policies and procedures that staff follow. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is run in the best interests of residents, who are involved to the best of their capabilities in decision-making and self-determination. Evidence: The registered manager demonstrated a detailed understanding of the complex range of needs that are presented by residents and the records inspected detailed how the relevant support is provided. They each have an individual care plan, which sets out the goals of their placements in the home so that they maintain and develop their independence and are able to enjoy a good quality of life in a homely, community setting. They are encouraged to make decisions for themselves about things that are important to them, such as how to spend their money and what to wear. They are supported to take managed risks so that they develop their confidence and skills. The plans of care include health care issues, and residents aims and aspirations in educational or social interactions. The plans of care are developed with input from Care Homes for Adults (18-65 years) Page 12 of 28 Evidence: other agencies, such health or the Department for Adult Social Care (DASC). The care plans were seen to be informative and provided direction to staff how to meet the care needs of the resident. The care plans are reviewed at least every six months, and includes lifestyle choices, preferred activities, risks and how personal care needs are to be met. Reviews focus on the individuals views and aspirations, involving them in planning their care in a manner that reflects their skills and abilities. The main annual review will include all those involved with the persons care, and the individual must be present. The second review each year will be a less formal internal review of the care plan. The home does liaise with other professionals to ensure the rights of the residents are safeguarded, and their right to self-determination is not compromised. Residents were seen to be assisted discreetly and sensitively. Risk assessments are completed for various aspects of residents needs, capabilities, and activities, and include instruction how the identified risk is to be managed. Care Homes for Adults (18-65 years) Page 13 of 28 Lifestyle These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They can take part in activities that are appropriate to their age and culture and are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives and the home supports them to have appropriate personal, family and sexual relationships. People are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. Their dignity and rights are respected in their daily life. People have healthy, well-presented meals and snacks, at a time and place to suit them. People have opportunities to develop their social, emotional, communication and independent living skills. This is because the staff support their personal development. People choose and participate in suitable leisure activities. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. A range of social and recreational opportunity is available in keeping with known preferences and capabilities. Residents engage with the local community, and all have appropriate contact with people important to them. Residents rights and capacity as adults is recognised. A balanced diet is provided. Evidence: Residents are involved in a range of appropriate leisure/work activities and maintain contact with people important to them. The service assists people to continue their established lifestyle during their short stay. All of the residents are able to access the local community and activities via the services mini-bus and car. Residents are able to choose when to be alone or in company, and when not to join an activity. There is a TV in every bedroom. Staffing and maximum occupancy at the service is flexible to meet the care needs of the people currently staying. Care Homes for Adults (18-65 years) Page 14 of 28 Evidence: The registered manager does hold small amounts of money for some residents, but this is at their request (or their representatives) and people can have access to their own money at any time. Residents were observed accessing the kitchen independently to prepare breakfasts and clear away. The home does not plan rigid set menus. Residents choose what they have for each meal. The choices for the evening meal take account of what the person has eaten for lunch. This ensures balance and variety, because some people have a large main meal at their daily activity and others have just a sandwich. Staff maintain records of individuals preferences, dislikes and allergies. Staff also keep records of the food eaten by each person to monitor their diet. A number of people that use the service have specific dietary requirements, for example for their food to be cut up, or a soft diet, and for assistance with eating. These needs are detailed in their care plans and set out in information in the kitchen. The kitchen was clean and hygienic with equipment of a good standard. Care Homes for Adults (18-65 years) Page 15 of 28 Personal and healthcare support These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People receive personal support from staff in the way they prefer and want. Their physical and emotional health needs are met because the home has procedures in place that staff follow. If people take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it in a safe way. If people are approaching the end of their life, the care home will respect their choices and help them to feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The personal and health care needs of residents are met with evidence of promoting privacy, dignity and good multi-disciplinary working taking place. Evidence: The care records, observation, and discussion with the registered manager and staff show that the residents waking day is flexible. The residents are free to determine their own lifestyle, and to continue the lifestyle/activities already established outside of their stay at Penwith Respite Care. The registered providers ensure that the residents receive health care services as required, and in accordance with the residents known preferences. All residents are registered with their own GP. When there are concerns, staff consult the persons relatives, or representatives, or the general practitioner. Given the short stay respite care provided here, staff rarely become involved with accompanying people to routine planned medical appointments. The service told us that Team reflections (at the end of each shift) encourage us to recognise and explore our own values, to ensure that they do not affect the equity of service provided. We discuss potential and real moral Care Homes for Adults (18-65 years) Page 16 of 28 Evidence: dilemmas, and often challenge each others actions and question why we do things in certain ways (by playing devils advocate). Residents bring a supply of their prescribed medicines with them for their short stay. This is a very different situation from care homes with long term residents, which often manage the whole process for their medicines, including ordering, on their residents behalf. The registered providers have drawn up a detailed policy and procedure, which covers the required areas and reflects the specific arrangements here. Each persons medicines are logged in at admission and checked out on departure. The provider has drawn up criteria for assessing the individuals safety to self-administer. All administrations of medicines are witnessed and the record signed by a second worker. The records were consistently signed and were well maintained. There are no controlled drugs in current use. Staff are trained to administer rescue medicines for seizures, following clear written guidelines from clinical specialists. Staff who administer medicines have completed training in the safe handling of medicines. There are satisfactory facilities for the safe storage of medicines, though an additional secure cupboard is needed for the potential storage of controlled medicines. Care Homes for Adults (18-65 years) Page 17 of 28 Concerns, complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them, know how to complain. Their concern is looked into and action taken to put things right. The care home safeguards people from abuse, neglect and self-harm and takes action to follow up any allegations. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents were seen to interact with staff in a relaxed manner. The registered manager has a clear understanding of Adult Protection issues and procedures that will protect residents from abuse. Evidence: The people that live at Penwith Respite Care are enabled to maintain existing contacts with relatives and friends, and external agencies. The homes complaints procedure is available to residents in the Service User Guide. The home has an appropriate policy and procedure regarding complaints and concerns. The Commission for Social Care Inspection has not received any complaints since the last inspection. There is a record of complaints received by the home and this includes any action taken as a result and the outcome. The feedback received from residents (or their representatives) confirmed that they feel safe in the home and because they regularly access a wide range of facilities outside of the home they are not isolated there and would be able to talk to someone else if they wanted to. The registered manager and staff have attended multi-agency training on protecting vulnerable adults from abuse, and this is followed up with refresher training. The home has copies of the local authority procedures for safeguarding vulnerable adults in addition to its own internal procedures. All clients have good access to a variety of local resources outside of the home so they are not isolated there. The service has Care Homes for Adults (18-65 years) Page 18 of 28 Evidence: made one referral to the Deaprtment for Adult Social care (DASC) for investigation by the protection team in the last twelve months (CSCI informed). Care Homes for Adults (18-65 years) Page 19 of 28 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, comfortable, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. People have enough privacy when using toilets and bathrooms. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The quality of furnishings and fittings is good and residents live in a safe, clean, and homely environment. Evidence: The two communal areas are the original main L-shaped sitting room and dining area, and a smaller sitting area in the added part of the building, with television, games console, computer and karaoke machine. These rooms are used flexibly according to the individuals preferences about activities. There is a sensory area in the main communal room. There are new tables and storage cabinets in this room. A garden with seating area runs along one side of the home and is accessible to people with mobility disabilities. All the bedrooms are for single occupancy and the majority also have en suite facilities. The toilets, bathroom and shower facilities are situated throughout the home, within easy access from communal areas. All the bedrooms have their own television with DVD player. The en-suite facilities in room 4 have been designed specifically for a client who needs the use of a tracking hoist. A new portable hoist has been purchased since the last inspection. A range of disability equipment to promote independence and safety is provided in the bathrooms, toilets and other areas. The tiling in the original Care Homes for Adults (18-65 years) Page 20 of 28 Evidence: older shower room has been replaced since the last inspection. The paintwork around the doors and doorframes of the bathrooms and bedrooms in the original part of the building is chipped and scuffed in places through constant use. The service provides a clean and homely environment, with domestic furnishings and integrated specialised equipment wherever possible, such as pull out worktop and adjustable sinks for people restricted by wheelchair height. There were no offensive odours. Hand wash, disposable towels and alcoholic hand cleanser are available throughout the building. The laundry is located in the centre of the building, the floor and walls are tiled, and the washing machine and tumble dryer are of industrial standard. Feedback from the people that use the service was positive, though no specific comments about the building were made. Care Homes for Adults (18-65 years) Page 21 of 28 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent, qualified staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable. People’s needs are met and they are supported because staff get the right training, supervision and support they need from their managers. People are supported by an effective staff team who understand and do what is expected of them. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The staff team is effective in supporting service users. Recruitment practice protects the rights and interests of the people that stay there. Staff complete appropriate training to meet the needs of service users. Evidence: The staff roster details the staff on duty, and includes the time worked by the registered manager. The registered manager agreed to modify the staff rota to include staff surnames. There are at least three staff on duty during the morning and in the afternoon and evening when residents are in the home. This increases to four staff to support varied activities or to provide specific contracted one-to-one working. The registered manager may also make the decision to reduce the total number staying at any one time to ensure the care needs of the client group are met. There is one waking night staff and a worker sleeping in on call at night. The providers employ an ancillary worker to clean all basins, toilets, bathrooms and showers. The provider maintains a bank of relief staff to ensure minimum staffing levels and to cover contracted one-to-one sessions. The records of two staff appointed in the last year were case tracked. They contained completed application forms, interview records, evidence of identity and records of Care Homes for Adults (18-65 years) Page 22 of 28 Evidence: Criminal Records Bureau disclosures and PoVA First checks. Both showed two references having been obtained. The files also contained written job descriptions and person specifications. Staff receive a statement of their terms of employment. The staff records include photographs. The provider has introduced induction training to the Skills for Care common induction standard. This is supported by an in-house induction, which is signed and dated. Staff records show the provision of training in moving and handling, health and safety, safe handling of medication, first aid, food hygiene and adult protection and include supervision records. There is a written record of regular and frequent staff meetings. Staff receive good formal and informal support and supervision. The registered manager has day-to-day involvement with care provision and contact with staff. The registered provider has achieved the Investors In People Award, and this has recently been reaffirmed following review. All senior staff are now manual handling instructors so that they can monitor potential risks and deliver training as individual needs relating to disability are identified. The service is a member of ARC (Association for Real Change), and has recently purchased distance learning LDQ packs (Learning Disability Qualification) at levels 2 and 3. These will allow each team member to consolidate learning to date, and to achieve an award, specifically related to learning disability services. 100 of staff (including relief) have, or are working towards, NVQ level 2. 100 of senior staff have completed NVQ level 3, manual handling instructor courses and accredited medication training. Care Homes for Adults (18-65 years) Page 23 of 28 Conduct and management of the home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is run and managed appropriately. People’s opinions are central to how the home develops and reviews their practice, as the home has appropriate ways of making sure they continue to get things right. The environment is safe for people and staff because health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately, with an open approach that makes them feel valued and respected. They are safeguarded because the home follows clear financial and accounting procedures, keeps records appropriately and makes sure staff understand the way things should be done. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is well run for the benefit of the residents so that they can enjoy safe and fulfilling lives in a local community setting. There are formal and informal systems in place so that residents can influence the day-to-day running, planning and development of the home. There are satisfactory systems to maintain health and safety in the home so that residents can feel safe there. Evidence: The registered manager is Mrs Christine Doyle; there is an experienced and qualified deputy manager. The registered manager regularly works with residents as one of the staff on a shift. The registered manager exceeds the qualification requirement with a level 5 qualification in the Management of Care, and has attended training to keep her skills and knowledge up to date. The registered manager belongs to the Association for Real Change, a body for those involved with people with learning disability. The registered manager said that she has carried out a survey earlier in the year with a questionnaire for residents, their relatives and representatives, though these were Care Homes for Adults (18-65 years) Page 24 of 28 Evidence: not available at the time of the inspection. A summary of the outcomes is not yet available, though the registered manager agreed that this would be published. One Director conducts a monthly unannounced visit to the centre and prepares a written report, which would benefit from more detail about conversations with staff and residents. The registered manager meets with the Chairman, Secretary, and Parent Directors of the company on a monthly basis to discuss their findings and the managers report about residents, occupancy, staffing issues, maintenance, transport, policies, and budgets, etc. The registered providers have undertaken training to ensure they are able to maintain a safe home for the residents and copies of their certificates are available as evidence of this, as are copies of annual safety checks (e.g. gas safety certificate). There are copies of written risk assessments in respect of the homes general environment and fire safety and records of fire safety equipment checks and alarm tests were up-to-date. There is appropriate insurance in place. Care Homes for Adults (18-65 years) Page 25 of 28 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards No. Standard Regulation Requirement Timescale for action Care Homes for Adults (18-65 years) Page 26 of 28 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations 1 1 The registered manager should arrange for the information intended for users of the service is provided in alternative formats (e.g. video/audio). The registered manager should summarise the feedback received from users of the service or their representatives and publish this, including any action taken as a result of the feedback. 2 39 Care Homes for Adults (18-65 years) Page 27 of 28 Helpline: 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 We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. Care Homes for Adults (18-65 years) Page 28 of 28 - 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!