Inspection on 27/03/09 for Radiant Care Home

This inspection was carried out on 27th March 2009.

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 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

Radiant Care Home 29/11/07

Radiant Care Home 09/08/06

Radiant Care Home 22/02/06

Radiant Care Home 20/07/05

Radiant Care Home 30/06/04

Radiant Care Home 27/04/04

Extracts from inspection reports are licensed from CQC, this page was updated on 19/06/2009.

Key inspection report CARE HOMES FOR OLDER PEOPLE Radiant Care Home Highbury Road Bulwell Nottingham NG6 9DD Lead Inspector David Litchfield Unannounced Inspection 27th March 2009 09:00 DS0000045217.V374887.R01.S.do c Version 5.2 Page 1 This report is a review of the quality of outcomes that people experience in this care home. We believe high quality care should: • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care homes for older people 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 mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Radiant Care Home DS0000045217.V374887.R01.S.doc Version 5.2 Page 2 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report Care Quality Commission General Public 0870 240 7535 (telephone order line) Copyright © (2009) Care Quality Commission (CQC). 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 CQC copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Radiant Care Home DS0000045217.V374887.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Radiant Care Home Address Highbury Road Bulwell Nottingham NG6 9DD 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) 0115 975 3999 lota.hopewell@radianthome.co.uk Mrs Lota Hopewell Mr Derrol Paul Hopewell Mrs Lota Hopewell Care Home 18 Category(ies) of Dementia (18) registration, with number of places Radiant Care Home DS0000045217.V374887.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 29th November 2007 Brief Description of the Service: Radiant Home cares for up to eighteen people with dementia. The home is in a residential area close to local amenities and Bulwell town centre. The home is on two floors and there is a passenger lift. There are fourteen single bedrooms, one of which has an en-suite facility, and two double bedrooms. There are three day rooms. The fee currently charged at the home is £329.89 to £385.00 per week, additional expenses such, as podiatry services, hairdressing and newspapers are not included in the fees charged at the home. Radiant Care Home DS0000045217.V374887.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 1 star this means that people who use the service experience adequate quality outcomes. The focus of inspections undertaken by the Commission for Social Care Inspection is upon outcomes for people using the service and their views on it. This process considers the provider’s capacity to meet regulatory requirements, minimum standards of practice; and focuses on aspects of service provision that need further development. This inspection involved one inspector; it was unannounced and took place over 7 hours. The main method of inspection used was called ‘case tracking’ which involved selecting three residents and looking at the quality of the care they receive. We looked at the information held about these people, along with the service’s ability to meet their needs and expectations. We found it difficult to communicate with some people using the service so in order to find out more about the care people receive we spoke to some family members. We also spent time talking with the manager and staff to find out more about the support they give people and their training and knowledge about this. We used information provided by the service and other sources since our last inspection. We also looked at other documents and records held by the service to learn more about the care they provide. What the service does well: People live in a homely environment with plenty of communal space for people to use. The home is clean and well-maintained, and has plenty of information to help people with dementia such as signs to let people know how to get to different areas. Family members tell us that the manager is very supportive with people coming into the home, and that she understands their needs. Radiant Care Home DS0000045217.V374887.R01.S.doc Version 5.2 Page 6 People are supported by staff who are recruited in a safe way, with all the checks in place to ensure staff are safe to support people. What has improved since the last inspection? What they could do better: People should be provided with accurate information that is up-to-date and shows full detail of any charges they may incur. Any charges they do incur should be kept up-to-date at all times to avoid the risk of errors. Initial information gathered about people’s needs and expectations must show how they are consulted with. Their plans should better reflect personal preferences around how they want to be supported. It must also be clear what consultation is done when their plans about their care are reviewed to see if they are working well, along with a record of exactly what issues are discussed. Medication records must be fully signed to show that medication has been given, to assure people that their medication has been properly administered. Better records must be kept when the service gathers the views of people using the service and others important to them. It should be clear what decisions and actions are taken to improve the service using this information. The manager should be easily able to review the training staff have undertaken to ensure that it is kept up-to-date. Radiant Care Home DS0000045217.V374887.R01.S.doc Version 5.2 Page 7 When we correspond with the service, we must receive a response within the timescale given so that people can be confident their service is being well managed. The service must notify us about significant events affecting the wellbeing of people using the service. These notifications must be accurate. The service must ensure its testing records are accurate. Records about the temperature of the water in people’s room must be correct to ensure that their safety is being properly monitored. 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 on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line – 0870 240 7535. Radiant Care Home DS0000045217.V374887.R01.S.doc Version 5.2 Page 8 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Radiant Care Home DS0000045217.V374887.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 3 People using the service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are provided with information and their needs are established. EVIDENCE: We saw that there is information for people about the service. There is a guide for people to help them make an informed choice. We found this has lots of useful information but does need updating in places. In one place it refers to a regulatory body that had ceased to operate at the time of our inspection, although another section had been updated. Radiant Care Home DS0000045217.V374887.R01.S.doc Version 5.2 Page 10 We saw that people are provided with terms and conditions. This does tell people about services that come as part of the standard fees. However, we found it did not make any mention of the outside entertainment that comes in on a regular basis, and attending this entertainment carries a charge. Posters were up around the home referring to this activity, but these also made no mention of an associated charge. We saw that the manager gathers information about people’s needs prior to offering a service. We saw people have files which hold information about their needs and expectations from the service. We saw this information includes some details about things that make people different from others such as their religion and the way this is practiced. These include a document the manager told us she completes following a visit to the person and family. We saw this record, but it was not always clear exactly who had been involved in this assessment, with no clear record that the person had been consulted. We found that there was a wide range of information held about people’s needs but not always as much information about their individual preferences. The manager showed us some documents that are being worked on that focus more strongly on the person as an individual with areas for information about their histories. We saw that these documents are not complete or being used by staff at present but were told that they plan to finish them and use them alongside other information. A family member told us that the “manager asked questions about what had happened” and about the person’s needs. We were told the manager was fully aware of the person’s support needs. We were told the manager was “brilliant when they took her in”. We also heard that the manager supported the person to settle in and gave the family advice. Radiant Care Home DS0000045217.V374887.R01.S.doc Version 5.2 Page 11 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9, 10 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are supported with their personal care and health needs. EVIDENCE: People we spoke to using the service told us they were happy with the support they receive. A family member told us the care in the home is very good and “they go one step further”. We observed staff working around the home and saw people being treated in a respectful and dignified manner. We saw that each person has an up-to-date plan describing the way staff are to support them. We saw that some people’s plans were more detailed than Radiant Care Home DS0000045217.V374887.R01.S.doc Version 5.2 Page 12 others and did not have as much information about people’s individual preferences. Discussions with the manager and staff showed they were aware of further information about how to care for each person but this had not always been recorded. However, we did find that people’s plans did broadly cover how to support the needs that had been identified and that these plans were easy to understand and follow. We saw that people’s plans are checked to see if they are working. We saw records in people’s file about how staff meet the person’s planned care and there are also records of meetings with the person and their family to discuss their care. However, these records do not always have much information about exactly what was discussed and precisely what changes were put in place if any, although there was indication that the plans had been agreed by the person and others important to them. We saw that there was information about the care people receive and that they are supported by health professionals. We saw there are a number of records maintained such as regular weight checks. Staff told us about how they were instructed around how to support the different people by the manager, and encourage people to make choices in their lives. One told us people “choose their own clothes, it’s their right, we can’t just choose”. We looked at how medication is being managed. We saw that medication is discussed in individual meetings the manager has with staff and that staff are given training and instruction booklets around this. The manager showed us that she has a system in place for recording medication into and out of the service, and is able to verify medication stocks held for people. We saw medication records were complete with the exception of two doses of medication for the previous night that had not been signed for. The manager was able to verify that the medication had been given and said she would investigate why it had not been signed. Radiant Care Home DS0000045217.V374887.R01.S.doc Version 5.2 Page 13 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 12-15 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are involved in daily activities and able to maintain relationships with people important to them. EVIDENCE: We looked at how people spend their time in the home. We saw that the home allocates staff each day to focus on recreational activities. One staff member told us “we do activities everyday, in the morning and afternoon”. On the day of our visit staff had carried out a music and dance activity with people. We saw people’s records noted activities they had taken part in but it was not clear what activities would be happening on other days to ensure that activities were varied and meeting individual expectations. We heard from a family member how staff take time during the day to sit and talk to individuals, and we also saw this happen during our visit. Radiant Care Home DS0000045217.V374887.R01.S.doc Version 5.2 Page 14 We also saw that outside entertainers come into the service and there are posters around the service about this. People are charged for this as an additional service but this is not made clear on the posters or in other information provided by the service. One family member told us they had initially not been aware about this charge. We saw that family members are welcome to visit people at the service. Family members told us they were able to visit, and that they are kept informed. We looked at the food people eat. We found there were a number of different menus around the service that contradicted one another. There is a cook who told us which menu was in use, and we heard from the manager that these menus take into account people’s preferences. We saw that they were nutritious and varied and that there were choices available. One person who uses the service told us that the “food’s fine, no problem there at all, what more can you want”. Radiant Care Home DS0000045217.V374887.R01.S.doc Version 5.2 Page 15 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 16,18 People using the service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People may not fully access a robust complaints policy. Systems for keeping people safe from abuse are in place. EVIDENCE: We looked at how people are able to express their views about the service and what systems are in place to respond to this. We saw that there is a policy in place and that this is communicated to people using the service through information they are given, and through posters. We saw that there are records in place about complaints made and that these are complete with information about what steps or actions were taken. A family member did tell us about a complaint that was not recorded in the records. The manager told us that the family had raised a matter but had stated they did not want to take it further. The manager said that this would be recorded in the future, and that all negative comments received would be treated as per their complaints policy. Radiant Care Home DS0000045217.V374887.R01.S.doc Version 5.2 Page 16 We looked at how people are kept safe from the risk of abuse. We spoke to staff who had received training around this area. They were able to describe to us about the different forms of abuse and how they might recognise it. We were told “you have to report it immediately to the manager or social worker”. We saw that since our last key inspection there has been one investigation undertaken by the local authority in response to an alert made. The investigation concluded that abuse had not taken place but the manager had not informed us about the investigation at the time. This had been discussed with the manager at a random inspection visit we made in August 2008. Radiant Care Home DS0000045217.V374887.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 19, 26 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People live in a clean and homely environment EVIDENCE: We looked at the environment where people live. We saw that the building is in a good state of repair and kept clean and fresh smelling. One person using the service told us “they do make it look nice” and “they keep it clean”. On the day of our visit new carpets were being fitting to some parts of the building. After these had been fitted one person told us “aren’t they lovely”. Radiant Care Home DS0000045217.V374887.R01.S.doc Version 5.2 Page 18 We saw that there is plenty of communal space for people to use. One family member told us how they had supported the person to find a place she felt comfortable sitting in. We saw that there are lots of signs and colour schemes around the building to help people understand where they are and how to get to different places. We also saw other information to help people with dementia such as a board showing the day, month, year and weather, along with information about the queen and current prime minister. We looked at some people’s bedrooms and saw that these are individualised with personal items. We saw that there are steps taken to manage the risk of infection with staff being trained in this area and additional information provided to visitors to the home. Radiant Care Home DS0000045217.V374887.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 27-30 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are supported by staff who are safely recruited and trained. EVIDENCE: A person using the service said staff were available when they needed them and a family member told us “staff are lovely”. We looked at the way staff are recruited by the service. We saw that people have checked undertaken such as criminal checks and references prior as required. Staff told us about the initial training they undertake when they first start. One told us “on my first day the manager gave me tour around building and talked about health and safety of residents”. We also heard how another staff member worked closely with a senior member of staff who “taught me how to get up residents and how to do their person care”. Radiant Care Home DS0000045217.V374887.R01.S.doc Version 5.2 Page 20 We heard from staff that they undertake a range of training in the different areas of their work such as health and safety, food hygiene and medication. It was possible to find certificates to confirm this, but we found that the manager has not maintained up-to-date training records, meaning she was not able to easily verify the people’s training achievements and needs. We saw a system had been in place in the past, and used to establish what people needed but that this had not been kept up. Radiant Care Home DS0000045217.V374887.R01.S.doc Version 5.2 Page 21 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): People using the service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People receive a service that does not maintain accurate records to ensure the health and safety of people in the home. EVIDENCE: We saw that the manager has continued to maintain skills and that since our last key inspection had attended training around new areas of her work such as keeping people safe from abuse and training around a new law affecting vulnerable people. Radiant Care Home DS0000045217.V374887.R01.S.doc Version 5.2 Page 22 We looked at what systems the manager has in place to monitor the quality of the service. We heard that the manager had used surveys with the people using the service and their representatives. A family member confirmed that they had received a survey. However, the manager was unable to produce any of the surveys or show us how these had been used to improve the service. We saw that there are regular meetings held with people using the service and people important to them. We saw that these are used to gather views, and saw these discussed things like food choices and general satisfaction with the care being provided. We saw that the manager also meets regularly with individual staff members. Records of this were seen and staff told us that the “manager is assessing us every month” about how we are doing with our work. We found that the service has not correctly notified us of all events since our last inspection. We found an example of a person who had fallen but an inaccurate notification had been provided to us. It stated that a person did not have any evident injuries but in their care notes it recorded a bruise and a scratch. Since our last inspection we have written to the service for information about what actions it is taking to ensure good outcomes for people and about its plans for the future. Each time we have given a timescale for the service to respond and it has consistently been late in responding. The manager told us that they do not hold any person’s money on their behalf. We saw that records are kept of charges made to individuals for items bought on their behalf or additional activities or services, but saw that these are often collated some time after the day the cost was incurred. We saw that receipts are kept from purchases. The manager told us that there are different arrangements with different people over what expenses have been authorised in advance but there was no clear information about this in people’ files. The manager felt it was clear what services are charged for, but it was found that outside entertainment was not clearly identified as an additional service incurring a cost. It was also found that this cost varied according to how many people take part on the day so people could not be easily aware of how much it would cost them. On the day of our visit we found a number of fire doors were propped open using door wedges and in one case a door. We heard that this was due to the carpets being fitted that day but the props were removed by the manager during our inspection. We also found that while the service undertakes testing of water temperatures, the records of these tests appeared incorrect. They showed water temperature in bedrooms to be at unsafe temperature levels despite telling us that regulators had been fitted to restrict the temperature at the tap. The manager checked the temperature for us and found that despite Radiant Care Home DS0000045217.V374887.R01.S.doc Version 5.2 Page 23 the record, the temperature was at a much lower and safer level and that the testing correct was incorrect. Radiant Care Home DS0000045217.V374887.R01.S.doc Version 5.2 Page 24 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 2 2 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 2 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 2 COMPLAINTS AND PROTECTION Standard No Score 16 2 17 X 18 3 3 X X X X X X 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 2 X 2 X 2 2 Radiant Care Home DS0000045217.V374887.R01.S.doc Version 5.2 Page 25 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard OP3 Regulation 14 Requirement Timescale for action 27/06/09 2. OP7 15 3. OP9 13(2) People’s assessments must demonstrate there has been appropriate consultation with the person. This will ensure that people are support in the way they need and expect. People’s plans of care must be 27/06/09 kept under review with clear information what consultation was undertaken. This will ensure that people are support in the way they need and expect. Clear and comprehensive policies 27/06/09 and procedures for the receipt, recording, storage, safe handling, administration, selfadministration and disposal of medicines, specific to the home must be produced. This will ensure the health and wellbeing of people using the service. This requirement set at a previous inspection has been partly met and has been repeated with a new timescale for action. Effective quality assurance and quality monitoring systems, DS0000045217.V374887.R01.S.doc 4. OP33 24 27/06/09 Radiant Care Home Version 5.2 Page 26 based on seeking the views of people using the service must be in place to measure success in meeting the aims, objectives and statement of purpose of the home. This requirement set at a previous inspection has been partly met and has been repeated with a new timescale for action. We must be provided with the 27/06/09 information we request within the timescales set. This will ensure that are suitable systems in place for monitoring the quality of care provided to people using the service. We must be notified of any event 27/06/09 that adversely affects the wellbeing or safety of any service user. These must be accurate to ensure that people receive a service that has a suitable system for monitoring their care. Records around water testing 27/06/09 must be accurate to ensure that water temperatures are safe and that people are not at risk. 5. OP33 24 6. OP38 37 7. OP38 13 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 OP1 OP2 OP7 Good Practice Recommendations The service user guide should be fully up-to-date and without errors. People’s terms and conditions should clearly indicate what services commonly provided incur an additional charge. People’s plans of care should contain more detail about their individual preferences DS0000045217.V374887.R01.S.doc Version 5.2 Page 27 Radiant Care Home 4. 5. OP15 OP16 6. 7. OP30 OP35 People’s information about the options at mealtimes should be clear. People should have a complaints process that fully embraces all negative comments within the complaints procedure, including when people do not want to take the matter further. Staff training records should be better maintained to ensure that people are supported by staff whose training is up-to-date. Records of charges kept by the service should be completely contemporaneously to ensure that they are accurate. It should be clear what expenses people have agreed to. This will ensure that people’s finances are safeguarded. Radiant Care Home DS0000045217.V374887.R01.S.doc Version 5.2 Page 28 Care Quality Commission Eastern Region Care Quality Commission Eastern Regional Contact Team CPC1, Capital Park Fulbourn Cambridge, CB21 5XE National Enquiry Line: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.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. 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