Inspection on 31/07/07 for Pinehaven

This inspection was carried out on 31st July 2007.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Adequate. The way we rate inspection reports is consistent for all houses, though please be aware that this may be different from an official CSCI judgement.

The inspector found no outstanding requirements from the previous inspection report, but made 9 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Pinehaven 07/07/08

Pinehaven 11/10/06

Pinehaven 27/02/06

Pinehaven 07/09/05

Pinehaven 08/03/05

Pinehaven 20/12/04

Pinehaven 17/03/04

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 Pinehaven 23 Parkwood Road Boscombe Bournemouth Dorset BH5 2BS Lead Inspector Marion Hurley Key Unannounced Inspection 30th July 2007 10:00 Pinehaven DS0000003946.V342574.R01.S.doc Version 5.2 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 Pinehaven DS0000003946.V342574.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 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. Pinehaven DS0000003946.V342574.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Pinehaven Address 23 Parkwood Road Boscombe Bournemouth Dorset BH5 2BS 01202 427941 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 Stable Family Home Trust vacant Care Home 9 Category(ies) of Learning disability (9) registration, with number of places Pinehaven DS0000003946.V342574.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The service user to be accommodated in the second floor room must not be dependent on staff for means of their escape in the event of a fire. 11th October 2006 Date of last inspection Brief Description of the Service: The registered service provider is The Stable Family Home Trust [S.F.H.T] a registered charity that provides residential care, a day service and related services for adults with learning disabilities. The day and residential services are interdependent with support from specialist staff at the day service being available to the staff and service users in residential care services to provide training, guidance and help with among other things, issues such as employment; risk assessments and personal relationships. Pinehaven is a detached house converted for use as a residential care home, located in the residential area of Southbourne, fairly close to the cliff top and beach. It is within walking distance of the shopping areas and local amenities of Southbourne and Boscombe. There is good access to public transport including the railway station at Pokesdown. The accommodation provides for 9 adults and all service users have single bedrooms, which are located on the ground, first and second floor. Communal facilities include a lounge, dining room, kitchen, activity room and conservatory area. Outside there is a garden at the rear of the property and a tarmac area to the front that provides off road parking. Current fees provided on 13/11/06 are £483.00 per week; however, this does not include day care provision, which is charged separately. Fees do not include personal items such as toiletries, hairdressing, cigarettes and sweets. For further information on fee levels and fair terms of contracts you are advised to refer to the Office of Fair Trading website www.oft.gov.uk. The home keeps copies of all inspection reports that are available in the office and can be seen by service users, relatives and professionals at their request. Pinehaven DS0000003946.V342574.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced inspection was undertaken as part of the statutory inspection process in accordance with the Care Standards Act, 2000. All key standards were assessed according to the Care Home for Adults (18-65) National Minimum Standards. The inspection visit took place over five hours. Nine people were being accommodated at the time of this inspection. This report will refer to those people as service users. During the inspection, the inspector spoke to the staff on duty, the newly appointed manager and three service users. The inspection process included study of the care plans, risk assessments, staff personnel and training records, recruitment and deployment. All documents relating to the health, safety and welfare of the people residing and working at Pinehaven were also examined. A tour of the home was completed which included viewing the three bedrooms of the service users at home during the visit. The property is currently undergoing a major refurbishment involving all the ground floor and therefore certain aspects of the environment could not be fully assessed. What the service does well: Staff were observed talking to the service users in a positive manner and there appeared to be a good rapport between them all. Staff are proactive in ensuring that service users can be as independent as possible offering minimal support where necessary. Service users participate in the running of the home, including decisions about meals, housework, trips, meaningful employment and educational opportunities. Choice and variety of food is good with some service users catering for themselves with minimal support. Stable Family Home Trust has corporate policies and procedures in place. Pinehaven DS0000003946.V342574.R01.S.doc Version 5.2 Page 6 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. The summary of this inspection report can be made available in other formats on request. Pinehaven DS0000003946.V342574.R01.S.doc Version 5.2 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 Pinehaven DS0000003946.V342574.R01.S.doc Version 5.2 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. JUDGEMENT – we looked at outcomes for the following standard(s): 1, 2 & 3 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Prospective service users have basic information about the services, and all are individually assessed prior to admission to the service, to ensure that their needs will be met. The statement of Purpose and Service User Guide is not specific to Pinehaven but refers to the Stable Family Home Trust and did not contain the correct information and details for this home. The manager stated that none of the residents residing at Pinehaven have contracts or service level agreements. EVIDENCE: Prospective service users have general information about the Stable Family Home Trust provided in the document, Supporting People with Learning Disabilities however none of the information relates specifically to Pinehaven. This information needs to be included and based on the information as stated in Regulation 4 of the Care Homes Regulations 2001. Discussion with the manager showed that he had a good understanding of the admission process and would complete a pre admission assessment and ensure the prospective service user had the opportunity to visit the home with Pinehaven DS0000003946.V342574.R01.S.doc Version 5.2 Page 9 the option of a weekend stay. The manager emphasised the importance of any prospective service user meeting those already living at Pinehaven and the importance to ensure that any new person would complement the existing group. The manager explained that the information gathered from the assessment and trial stay would then form the basis of the service user’s Personal Care Plan. The manager is introducing a new style format for the personal care Plans however at the time of the visit the quality of the information about each resident was sparse though both the manager and the member of staff on duty clearly had a good understanding of the resident’s needs. Pinehaven DS0000003946.V342574.R01.S.doc Version 5.2 Page 10 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 6,7 & 9 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The information available and quality of the care plans is fragmented and does not provide staff with sufficient written information though information is exchanged between staff and residents to ensure the service users are assisted and supported by staff to make decisions and choices in their daily living needs. EVIDENCE: Information referring to the service users’ is currently kept in three locations, some in their bedroom, some in the office and some in the communal area. The quality of the files and written information does not provide clear information describing the service user’s needs, interest, preferences and preferred routines and these files need to be collated to ensure they contain useful and up to date information. Some service users have complex needs and at times may display unacceptable behaviour therefore staff must have written information as to the Pinehaven DS0000003946.V342574.R01.S.doc Version 5.2 Page 11 most appropriate and consistent way to support the person to make decisions and manage their lifestyle in acceptable ways for the rest of the people living at Pinehaven. Staff cannot deliver the appropriate care unless there are well written and up to date information reflecting the needs and abilities of each person living at Pinehaven. Other service users manage their lifestyles quite independently and have the social and communication skills to express their wishes and make choices. Staff encourage and support services users in their everyday decisions. The two plans read during the inspection were not complete however the new format shown by the manager when thoroughly completed should provide a good level of detail about eh services users wishes and needs. Risk assessments were also not up to date and those seen were not signed and one was a generic list of statements, which had just been ticked, and once again provided insufficient information. However, the manager explained that a new format for identifying and managing risks was being introduced and there was a clear expectation that both service users and staff would sign and agree the assessment and outcomes for managing and minimising the risk. Practically service users are encouraged and supported to take reasonable risks as part of an independent life style though there was no documentation to monitoring achievements of the service users. Pinehaven DS0000003946.V342574.R01.S.doc Version 5.2 Page 12 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,15,16 & 17 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The services provide and promote and encourage development of social and practical skills, ensuring service users have the opportunity to participate in leisure activities and live as part of the local community. EVIDENCE: Through speaking to a member of staff and the manager and some service users there was evidence that staff supported service users to have the opportunity to learn and use practical skills. Most service users participate in household tasks, whilst others enjoy work experience opportunities, some service users have been successful employed as volunteers in local charity shops and from discussions clearly enjoy the responsibility of undertaking the work which involves many different tasks. Most of the service users have a full week of activities and for several this includes going the Day Services provided by The Stable Family Home Trust at Bisterne. The day services provide many opportunities and offer excellent facilities including workshops run by trained Pinehaven DS0000003946.V342574.R01.S.doc Version 5.2 Page 13 crafts people in woodwork, printing, and pottery. In addition there is large and productive walled garden and a variety of animals and poultry, which services users, take their turn in managing. Each service users has a “day off” per week and the manger hopes when fully staffed that this will become the service users keywoker day which may in part be spent catching up with chores but will also allow time together to do activities or go to places chosen by the service user. Parental contact is well maintained and supported at an agreed level and in accordance with the needs and wishes of the service users. Some service users have over night stays with their families and at the time of this inspection one was on holiday with their parents. Discussion with the manager and member of staff and some service users evidenced that routines of the home are flexible to suit the needs of each service user, however the manager may need to consider some structured routines, which may be beneficial for one or two of the service users. The majority of service users spend a reasonable amount of time outside the home, and have the opportunities to mix with other people e.g. Gateway club, other events include holidays either with their family or friends or as part of the a group from Pinehaven, going to concerts, cinema. Staff try to ensure a services users receive a healthy diet, and help service users plan a menu, evidence of records indicated that a varied diet was available and individual likes and dislikes were considered with sufficient choice being available however this information was not available in the current care plans and should be included. Pinehaven DS0000003946.V342574.R01.S.doc Version 5.2 Page 14 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 18,19, & 20 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Service users’ health is monitored and staff can access all NHS health care facilities however some information could not be cross referenced and was found in one file but no reference in the service users own plan. The manager must ensure information can be easily located and cross referenced to ensure the safety and protection of service users. Medication procedures are managed and staff have received training from the pharmacist supplying the medication to Pinehaven and this ensures the safety and protection of service users. EVIDENCE: Two service users care plans were tracked and these were cross referenced with other documents for example medication records, accident and incident records. Several aspects of the records did not cross reference for example there was a separate file to record seizures but there was no reference in the service users own plan or incident form completed though there was reference Pinehaven DS0000003946.V342574.R01.S.doc Version 5.2 Page 15 to it in the staff communication book. There were also some guidelines for the management of seizures. The manager advised that a new form was being developed which would provide details of all health related appointments, to include the purpose and outcome of appointments. Staff and some service users were able to describe their care needs and also spoke of appointments with the dentist, optician or GP. Community nurses visit and support individual service users as and when required. The practical work with the service users in monitoring their health needs and ensuring their personal care is met is satisfactory however the written records do not provide further evidence of this and should be available for both the service users and staff to ensure the safety and consistency of work. Medication records were checked and were found to be satisfactory and all staff have recently completed basic training provided by the Pharmacist Boots. The storage of medication was messy and needs to be sorted and any stock not in current use should be returned i.e. one service user has been away from the home for over five weeks yet their medication remains in store. Records did not show that the last delivery of medicines had been checked, no quantity or date had been recorded though this was the exception as checking through past records these had been included on the records. Pinehaven DS0000003946.V342574.R01.S.doc Version 5.2 Page 16 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 22 & 23 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Service users and relatives are provided with information to enable them raise concerns or complaints about the services and the care provided. The Stable Family Home Trust has policies and procedures on the prevention and reporting of abuse but these are not adequate and must be reviewed and correct contacts of lead agencies and the Commission’s need to be included in the document. EVIDENCE: The document provided to the inspector contained no details of Dorset multiagency guidelines though the manager showed the inspector a folder, which contained information on the multi agency No Secrets document and training information from the Social Skills Council. The manager must ensure they and all staff are aware of the guidelines and procedures and correct contacts to ensure the safety of the service users. Discussion with the manager and the member of staff on duty indicated they had a good basic level of understanding and would not hesitate to act to protect the service users. Since the last inspection no complaints have been received. The service users living at Pinehaven have regular meetings and are encouraged to raise any concerns at these meetings and all three that the inspector met confirmed they would have the confidence to speak to the manager or their key worker if they had any worries or grumbles. Pinehaven DS0000003946.V342574.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 24 & 30 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The ground floor of Pinehaven is being refurbished and consequently the environment as seen at the time of the inspection can only be rated as adequate due to the work in progress. EVIDENCE: The Statement of Purpose / Service User Guide when reviewed & reissued will need to include reference to the second floor bedroom, which should only be used by someone capable of evacuating the floor in case of an emergency. Any prospective service user must be mobile and demonstrate a sound understanding of the fire alarm system. This information would need to be verified in the pre-admission assessment and Person Centred Care Plan. Many service users clean and oversee their own bedrooms and whilst this is to be encouraged the staff must ensure a basic level of hygiene and safety is maintained in each room. Pinehaven DS0000003946.V342574.R01.S.doc Version 5.2 Page 18 One bedroom has a shower unit but there is no participation wall or additional ventilation to help reduce condensation in the bedroom/living area. The shower is somewhat obtrusive in the bedroom and takes up considerable floor space and certainly does not enhance the look of the bedroom. This bedroom and two others have “kitchen sinks “ rather than wash hand basins. The manager could not explain this as none of the service users treat their bedrooms as “bed sitting rooms”. The sinks are ugly and not domestic in scale. It is good to note the investment made by The Stable Family Trust to improve the environment of Pinehaven, it is hoped this will radically improve the environment and ensure Pinehaven offers a homely and comfortable and safe environment for tall the service users and staff to live and work in. Pinehaven DS0000003946.V342574.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 32,34, 35 & 36 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The Stable Family Home Trust needs to improve staff recruitment procedures to ensure that an effective, competent and qualified staff team work positively with service users to improve their quality of life. EVIDENCE: The manager explained that all the staff files were being reviewed and he was` aware that some did not contain all the details required e.g. some files did not contain any form pf photographic identification, no letter confirming employment and no specific reference to completed CRBs (Criminal Reference Bureau checks) though there was reference to POVA (protection of vulnerable adults). Pinehaven is in the process of recruiting staff and the manager described how service users are actively and positively involved in the selection process. The manager and one full time support worker and four part time support workers all of whom undertake sleep in duties currently staff Pinehaven. In addition agency or bank staff are required to ensure sufficient staff are on duty. Pinehaven DS0000003946.V342574.R01.S.doc Version 5.2 Page 20 No staff supervision or annual appraisals have been completed for over twelve months and the manager intends to rectify this as soon as possible. One member of staff is commencing National Vocational training level 3, one is already undertaking the training and another is due to start NVQ level 2. Pinehaven DS0000003946.V342574.R01.S.doc Version 5.2 Page 21 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. Service users’ rights and best interests are safeguarded by the home’s record keeping policies and procedures. The health, safety and welfare of service users are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 37,39, & 42 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The manager has only been in post since April 2007 and has yet to establish their management style and a structure that will improve the provision of services and promote consistency within the service. EVIDENCE: The manager was recently appointed and is still studying his NVQ level 3. The manager has not yet applied to become the registered manager but has obtained all the information and application forms. This is the manager’s first opportunity to manage a Registered home and it is particularly challenging, as there are several outstanding issues from previous inspections which need to be addressed. In addition the physical environment Pinehaven DS0000003946.V342574.R01.S.doc Version 5.2 Page 22 at Pinehaven requires major refurbishment and this work is in progress but this also causes additional pressure to those working and living in the home. The Chief Executive regularly completes quality audits and Regulation 26 reports. Staff confirmed they had regular contact with management and attended staff meetings. The information gained from the audits provides the basis for The Stable Family Home Trust annual development plan. Parents and relatives are asked for feedback on the service and care provided. Health and safety and safe working practices are not meeting the standards with some members of staff not completing any fire safety training for over six months. However the manager informed the inspector that a fire evacuation was carried out in June though there was no written report of the exercise. All policy updates are sent to the staff computer who are then required to print off the document or read it from the monitor, and the manager needs to establish to satisfy himself that documents and guidelines are being read. The manager has created an emergency fire file, which contains basic information on all the service users and a photograph and instructions re: an emergency. A mobile phone is always kept with this file, which is good practice especially for staff undertaking sleep in duties. The manager needs to ensure they are familiar with all the National Minimum Standards and has a working knowledge of the responsibilities and roles of a registered manager. Pinehaven DS0000003946.V342574.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 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 2 2 2 3 2 4 X 5 x INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 2 ENVIRONMENT Standard No Score 24 3 25 X 26 X 27 X 28 X 29 X 30 2 STAFFING Standard No Score 31 X 32 2 33 X 34 2 35 2 36 2 CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 2 2 X 2 x LIFESTYLES Standard No Score 11 X 12 3 13 3 14 X 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 2 3 x 2 X 2 X X 2 x Pinehaven DS0000003946.V342574.R01.S.doc Version 5.2 Page 24 NO Are there any outstanding requirements from the last inspection? STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard YA1 Regulation 4,5 Requirement Timescale for action 30/11/07 2. YA5 3. YA6 4 YA9 5 YA23 The statement of purpose / service user guide must reflect all the current services and facilities currently available at Pinehaven 5(c) All service users must have a written and costed contract/statement of terms and conditions between the home and the service user. 15(1) (2) Each service user must have an individual Plan describing the services and facilities to be provided by the home, and how these services will meet current and changing needs and aspirations and achieve goals. 13(4)(a)(b)(c) Staff enable service users to take responsible risks, ensuring they have good information on which to base decisions, within the context of the service user’s individual Plan and of the home’s risk assessment and risk management strategies 13 (6) The registered person ensures that service users are safeguarded from physical, financial or material, psychological or sexual abuse, DS0000003946.V342574.R01.S.doc Version 5.2 30/11/07 30/11/07 30/11/07 30/09/07 Pinehaven Page 25 6 YA24 23 (1) (2) 7 YA34 Sch 2 8 9 YA37 9 12,13(1)(3) (4)(6) YA42 neglect, discriminatory abuse or self-harm, or inhuman or degrading treatment, through deliberate intent, negligence or ignorance, in accordance with written policy. Services users must be provided with a homely, comfortable and safe environment. The registered person operates a thorough recruitment procedure based on equal opportunities and ensuring the protection of service users. The manager must obtain relevant qualifications – Registered Managers Award The registered manager ensures so far as is reasonably practicable the health, safety and welfare of service users and staff. All staff must complete statutory training 30/11/07 30/09/07 31/12/07 30/11/07 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 Pinehaven DS0000003946.V342574.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Poole Office Unit 4 New Fields Business Park Stinsford Road Poole BH17 0NF 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 Pinehaven DS0000003946.V342574.R01.S.doc Version 5.2 Page 27 - 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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