Inspection on 05/06/06 for Pinewood

This inspection was carried out on 5th June 2006.

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

The inspector found there to be outstanding requirements from the previous inspection report but made no statutory requirements on the home.

Other inspections for this house

Pinewood 08/11/08

Pinewood 09/11/07

Pinewood 11/07/07

Pinewood 31/01/06

Pinewood 21/06/05

Pinewood 07/10/04

Pinewood 09/06/04

Similar services:

Insight - Eastchurch

Southfields

Thorndene

Magenta

Seabourne House

33 St John`s Church Road

Dovedale Court

Lyncol House

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

CARE HOMES FOR OLDER PEOPLE Pinewood Pinewood Tringham Close Ottershaw Surrey KT16 0HL Lead Inspector Vera Bulbeck Unannounced Inspection 5th June 2006 10:00 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Pinewood DS0000013749.V294746.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 Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Pinewood DS0000013749.V294746.R01.S.doc Version 5.1 Page 3 SERVICE INFORMATION Name of service Pinewood Address Pinewood Tringham Close Ottershaw Surrey KT16 0HL 01932 872489 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) Welmede Housing Association Ltd Mr Suresh Bidessie Care Home 5 Category(ies) of Learning disability over 65 years of age (5) registration, with number of places Pinewood DS0000013749.V294746.R01.S.doc Version 5.1 Page 4 SERVICE INFORMATION Conditions of registration: 1. The age/age range of the persons to be accommodated will be: OVER 65 YEARS 31st January 2006 Date of last inspection Brief Description of the Service: Pinewood is small home accommodating up to five people who have learning disabilities, who are over 65 years of age. The home is a purpose built, single storey property, with five individual bedrooms and a spacious lounge / dining room. A garden is available to the rear of the property and there is a large driveway, with parking space for a number of vehicles. The service is managed by Welmede, a local organisation, which runs a network of homes in the area. Staff at the home are employed by the North Surrey Primary Care Trust (NSPCT). Pinewood is situated in a residential cul-de-sac in Ottershaw, which has a range of local facilities, including shops, post office, pubs and public transport. The larger town of Woking, with its greater range of shops and leisure facilities, is a short drive away. Pinewood is adjacent to Copse Lea, another home in the Welmede group. The home is currently operating without a registered manager. A manager from another home is overseeing the management of Pinewood, as well as two other Welmede services. Pinewood DS0000013749.V294746.R01.S.doc Version 5.1 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This was the first unannounced site visit to be undertaken by the Commission for Social Care Inspection year April 2006 to March 2007. Mrs Vera Bulbeck Regulation Inspector carried out the site visit. Miss Beverley Hewton the deputy manager for the home was present. The site visit was undertaken over 6 hours 30 minutes. There are currently five residents living in the home, and the majority have lived in the home for some considerable time. On the day of the visit the deputy manager who had been in post since October 2005 had just returned from annual leave and managed the whole process of an inspection in a professional and organised manner. All the staff working in the home was spoken to and one commented the home is operating well, the registered manager retired in March 2006 and at present a manager from another home is overseeing the management in Pinewood. This arrangement needs to be reviewed as the home and staff team are not sufficiently supported and the deputy manager is currently undertaking more management tasks. All the residents were spoken to, and were able to communicate and express themselves. Positive comments were made regarding the staff, and residents were happy regarding their daily living routine. Observation made was that residents and staff have a good rapport; residents were relaxed and comfortable with staff on duty. A full tour of the premises was undertaken. Two care plans were inspected. The inspector would like to thank the residents, deputy manager and staff members for their time, assistance and hospitality during the site visit. It was disappointing that three requirements had not been met and have been carried over to the next inspection on more than one occasion. These must be dealt with as a matter of priority. The residents living in the home wish to be called residents, therefore service users will be referred to as residents throughout the report An improvement plan must be submitted to the Commission for Social Care Inspection (CSCI) with dates and timescales regarding the requirements made at the site visit on 05/06/06. Pinewood DS0000013749.V294746.R01.S.doc Version 5.1 Page 6 What the service does well: What has improved since the last inspection? What they could do better: The management of the home needs to review the staffing levels to ensure residents are safe at all times. In the event of an emergency it is unsafe for one member of staff to be in the home with five residents. The inspector was informed that the homes vehicle is used continually taking residents to various activities and outings. However, the inspector was informed that the vehicle is due to be returned and the staff have not been informed if the vehicle will be replaced. Staff have been informed that they may have to share the vehicle with another home. This may prove difficult with residents attending a number of activities. This area needs to be reviewed and resident’s wishes need to be taken into consideration. All staff require appropriate up dates to training particularly regarding more specialist training including Equality and Diversity. The management of the home needs to be reviewed, and until a registered manager is in post there needs to be clear management duties identified by the overseeing manager of the days and times when the overseeing manager is working in the home in a management capacity, and should be clearly identified on the rota. Welmede Organisation need to ensure a new manager is appointed for the home within three months and registration process to be undertaken as a priority. Staff require supervision and clear guidance from a manager on roles and responsibilities. Pinewood DS0000013749.V294746.R01.S.doc Version 5.1 Page 7 The home needs an office, currently there is a small table in the hall opposite the front door, and any management duties are undertaken there. This is not appropriate when making calls or discussing residents with staff, under the data protection act there is a lack of confidentiality. The computer is positioned on a table in the residents lounge. None of the residents are able to use the computer at the moment, they require training in this area. A copy of the National Minimum Standards for Older People was not available in the home, neither was there a copy in the home next door, which appears to be the place staff go if staff need any advice. 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. Pinewood DS0000013749.V294746.R01.S.doc Version 5.1 Page 8 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Pinewood DS0000013749.V294746.R01.S.doc Version 5.1 Page 9 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 3 and 6. Quality in this outcome area is Good. This judgement has been made using available evidence including a visit to this service. Each resident is only admitted to the home following a needs assessment to ensure that the home can meet the resident’s identified needs. The home does not offer intermediate care. EVIDENCE: Three residents files were examined during the course of the inspection. These files contained detailed information on each resident including assessments regarding their health and care needs, risk assessments and details of reviews. It was noted that a resident who was last admitted to the home in March 2005 a full detailed pre assessment was undertaken. Contracts were in place for all residents and well documented. Residents spoken to confirmed that their needs were being met. The home does not offer intermediate care. Pinewood DS0000013749.V294746.R01.S.doc Version 5.1 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 and 10. Quality in this outcome area is Good. This judgement has been made using available evidence including a visit to this service. Personal care and healthcare support and assistance is planned and was seen to be provided, where needed, in a respectful and sensitive manner. Policies, procedures and practices are in place but need updating. EVIDENCE: Detailed care plans identify resident’s health and personal care needs and arrangements for specialist interventions are made. The home keeps records of opticians, dentist and chiropody visits for residents. Nutritional needs have been identified and individual residents who need close monitoring in this respect are identified. Medication was stored securely for the protection of the residents. Records were well documented and qualified staff administers medication at all times. The residents living in the home are unable to self medicate. Residents spoken to were generally happy with their experiences at the home and they highlighted no issues regarding their privacy and dignity. The inspector noted a number of examples where staff interacted in a positive and Pinewood DS0000013749.V294746.R01.S.doc Version 5.1 Page 11 respectful way with residents. In was noted the deputy manager dealt very sensitively with a resident who was concerned about another resident. Pinewood DS0000013749.V294746.R01.S.doc Version 5.1 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 and 15. Quality in this outcome area is Good. This judgement has been made using available evidence including a visit to this service. Residents are supported and encouraged to maintain contact with family and friends. Meals are well balanced and varied with individual choices and preferences as well as special dietary needs catered for. EVIDENCE: Three residents have contact with family and friends. The inspector would advise the home to seek the services of an Advocate for those residents without family contact. The meals served in the home were nutritional in content and well balanced. The staff and residents are involved with the menu planning and the staff undertake the cooking duties. One resident confirmed the food is very good. There is a planned activity programme every day. An in house activity programme is organised by the staff and during the afternoon, time permitting staff spend time with the residents. One resident informed the inspector that he goes train spotting nearly every weekend and has taken on the role of stationmaster. He has numerous posters, books and trains in his bedroom. Pinewood DS0000013749.V294746.R01.S.doc Version 5.1 Page 13 The residents are involved with a number of activities these include, bowling, cookery gardening, bingo and various clubs they attend. Two residents attend the local Church of England service every Sunday and both attend the Church Happy club. Residents are also involved with jobs around the house, tidying their bedrooms, undertaking their own laundry with staff support. Some residents are able to use the hoover, load and unload the dishwasher, and lay the table for meal times. Residents are made to feel very much part of the home taking on responsibilities and caring for their belongings. Pinewood DS0000013749.V294746.R01.S.doc Version 5.1 Page 14 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18. Quality in this outcome area is Good. This judgement has been made using available evidence including a visit to this service. The home has a simple, clear and accessible complaints procedure, which includes timescales for the process. All required policies and procedures are in place to ensure that residents are safeguarded from harm or abuse. EVIDENCE: There have been no recorded complaints in the home since the last inspection. Management of the home needs to implement a complaints book. The home has developed its complaints procedure and has incorporated details of the Commission for Social Care Inspection. The inspector advised the management of the home to provide all relatives with a copy of the complaints procedure. The homes policies and procedures for the protection of vulnerable adults and a whistle blowing policy were in place and the majority of staff except a new member of staff has received the protection of vulnerable adults training. Staff on duty confirmed they had undertaken this training and were aware of the procedures. The home has a copy of Surrey Multi Agency procedures. Pinewood DS0000013749.V294746.R01.S.doc Version 5.1 Page 15 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The location and layout of the home is suitable for their stated purpose. The front and back garden needs to be made secure and private for the residents. An ongoing maintenance and redecoration programme provides the residents with clean, pleasant and homely surroundings in which to live. EVIDENCE: The home was found to be clean and tidy. Some of the residents like to be involved with the cleaning in their bedrooms and other jobs around the house. It was noted that a number of areas around the home are in need of attention. Locks on bedroom doors need to be two way to enable staff access in an emergency. All bedroom doors should be numbered to enable the fire service in an emergency a clear plan of the location of bedrooms. The light in the passageway was not working on the day of the site visit, and it was noted that a resident was without a bedside light in his bedroom. Pinewood DS0000013749.V294746.R01.S.doc Version 5.1 Page 16 A number of call bells were without appropriate leads, and the call bell in the bathroom was not working. The shower seat needs replacing in the bathroom and the use of toilet rolls in all toilets needs to be reviewed. Currently none of the toilets have a toilet roll and the majority of resident’s are given a toilet roll to be kept in their bedroom, as one of the residents constantly puts them down the toilet. However, this practice is unacceptable and the management of the home needs to review and supply appropriate facilities for the holding of toilet paper. The garden needs to be secluded back and front and the inspector would advise fencing to be fitted. The front of the home is grass and leads onto the main road. The lounge patio door leads onto this area and the staff informed the inspector they are unable to leave the door open as on more than one occasion children play on their front garden and have been up to the patio door on more than one occasion. Residents should be able to access the garden freely without the staff being worried with regards to trespassers. At the back of the house it is open leading onto the car park, there is a shed situated close to the car park and it is not possible to leave items in the garden, for example garden furniture without the risk of being stolen. Residents need to have their privacy respected at all times. However, the garden is well maintained The management of the home to consider and review the current area used as an office, which is situated in the hallway opposite the front door. This area is not acceptable for staff to be discussing residents, making telephone calls about residents in the hallway. It was also noted and staff informed the inspector they use the computer, which is currently situated on a table in the lounge/dining, area of the home. The residents are currently not able to use the computer until they have received appropriate training. This is a direct infringement on the resident’s home. Pinewood DS0000013749.V294746.R01.S.doc Version 5.1 Page 17 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The numbers and skill mix of the staff meets resident’s needs. The inspector was not able to inspect staff recruitment, which incorporates all areas needed to ensure, as far as reasonably possible, that residents are in safe hands at all times. EVIDENCE: The staffing levels during each shift include two care staff and the deputy manager. However, at times there is only two care staff on duty. Management need to review the staffing levels, to ensure there is sufficient care staff on duty to be able to take residents out at all times when required. Recruitment procedures were not checked as the home is currently without a registered manager, a manager from another home is overseeing the management duties, and the deputy manager in charge of the home does not have access to the staff files. Staff records were not available to check if all staff has been checked against the Criminal Records Bureau (CRB) before working in the home. Training has been ongoing and the majority of staff has attended a number of training courses including two staff undertaking NVQ level 3 in management to be completed in July 2006 and another member of staff undertaking NVQ Level 3 in care to be completed in July 2006. One member of staff has been Pinewood DS0000013749.V294746.R01.S.doc Version 5.1 Page 18 undertaking NVQ Level 2 for the last four years. All staff need to undertake equality and diversity training and all staff to be provided with a copy, of the General Social Council and Care document (code of practice). A training plan needs to be implemented and needs to be kept up to date. All new staff need to have a comprehensive induction-training programme. The majority of staff has received (POVA) protection of vulnerable adults training Pinewood DS0000013749.V294746.R01.S.doc Version 5.1 Page 19 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The home has a monitoring system in place that is based on seeking the views of the residents. All policies, procedures and practices are in place, but some need updating to ensure, so far as is reasonably practicable, the welfare, health and safety of residents and staff. EVIDENCE: The management of the home needs to review their management practices to ensure the home is meeting the required standards. The home needs to comply with the National Minimum Standards (NMS) for Older People and the Care Homes Regulations 2001. On the day of the site visit the NMS document was not available, the deputy manager approached the care home next door they were also without the document. This document should be used as a working tool for all staff to comply with. Pinewood DS0000013749.V294746.R01.S.doc Version 5.1 Page 20 The registered manager of the home retired in March 2006 and the management arrangements currently in place need to be reviewed, the deputy manager manages the home on a daily basis, and a manager from another home oversees Pinewood and another home as well as the home he is currently registered to manage. This arrangement needs to be more explicit on the rota with days and times allocated of when the manager will be working in the home undertaking specific management duties. Staff currently employed in Pinewood need to be appropriately supervised and regular supervision needs to be in place. Details of arrangements for employing a new manager for Pinewood need to be submitted to the CSCI within the three-month period. The deputy manger of the home manages resident’s finances, the majority of residents have a bankbook and money is paid from their bank account for their fees, accommodation and care. Resident’s personal allowance is managed by residents with staff support. An amenity fund covers resident’s holidays and outings. On the day of the site visit it was noted that several storage containers in the kitchen require lids that fit appropriately. All dried foods need to be stored appropriately in plastic containers with a lid. The inspector was informed a new kitchen is to be fitted sometime this year. Pinewood DS0000013749.V294746.R01.S.doc Version 5.1 Page 21 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 2 X X X X X X 3 STAFFING Standard No Score 27 3 28 X 29 2 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score X X 2 X 3 X X 2 Pinewood DS0000013749.V294746.R01.S.doc Version 5.1 Page 22 Are there any outstanding requirements from the last inspection? Yes STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard OP19 Regulation 13 Requirement The responsible person must ensure that all parts of the home to which service users have access are so far as reasonably practicable free from avoidable risks. The kitchen floor must be made level or replaced. (Timescale 21/06/05, 28/04/06 not met). The registered person must ensure that the home is conducted so as to promote and make provision for the health and welfare of service users. The management of the home must be reviewed. (Timescale 28/04/06 not met). An annual development plan must be drawn in respect of the care home. (Timescale 21/06/05, 28/04/06 not met). The garden needs to be fenced front and back to ensure residents have privacy and are safe when opening the patio door. DS0000013749.V294746.R01.S.doc Timescale for action 25/08/06 2. OP31 12 28/07/06 3. OP33 25 28/07/06 4. OP19 23 28/07/06 Pinewood Version 5.1 Page 23 5. 6. OP33 OP19 17 16 7. 8. 9. 10. 11. 12. 13. 14. OP19 OP19 OP19 OP19 OP19 OP19 OP19 OP29 16 16 16 16 13 13 23 18 15. 16. 17. 18. OP30 OP30 OP30 OP33 18 18 18 24 19. OP38 13 20. OP38 13 A number of policies and procedures need updating. Locks on residents bedroom doors must be two way in the event of an emergency staff have access. All residents should be provided with a bedside light. A shade was missing from a resident’s bedside light. A light in the passageway leading to resident’s bedrooms was not working. The shower seat needs replacing in the bathroom. The call bell in the bathroom was not working. All call bells must be working and have appropriate leads attached. All toilets must be fitted with a dispenser for toilet rolls. Staff to be provided with a copy of the General Social Council and Care document (code of practice). Management of the home to implement a training programme. All staff to receive induction training. All staff to receive up dates to training and specialist training including Equality and Diversity. Present overseeing manager of the home needs to be identified on the rota with days and hours specified undertaking management duties in Pinewood. All bedrooms should be numbered to ensure in the event of an emergency bedrooms are easily identified. All dried foods must be stored in plastic containers with a sealed lid. 28/07/06 28/07/06 07/07/06 07/07/06 07/07/06 28/07/06 06/06/06 06/06/06 28/07/06 28/07/06 28/07/06 28/07/06 28/07/06 07/07/06 07/07/06 06/06/06 Pinewood DS0000013749.V294746.R01.S.doc Version 5.1 Page 24 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. 2. 3. Refer to Standard OP16 OP19 OP33 Good Practice Recommendations All service users should be provided with a copy of the home’s complaints procedure. The home needs office space to ensure the privacy and dignity of all residents. Pinewood to be supplied with a copy of the National Minimum Standards for Older People. Pinewood DS0000013749.V294746.R01.S.doc Version 5.1 Page 25 Commission for Social Care Inspection Surrey Area Office The Wharf Abbey Mill Business Park Eashing Surrey GU7 2QN 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 Pinewood DS0000013749.V294746.R01.S.doc Version 5.1 Page 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. 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