Inspection on 23/01/08 for Richmond Painswick Care Centre

This inspection was carried out on 23rd January 2008.

CSCI found this care home to be providing an Adequate service.

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

Other inspections for this house

Similar services:

Fairfields Country Rest Home

Poldhu

Queensmount

Trevaylor Manor

Didsbury Court Rest Home

Belma

Hunters Care Centre

Manor Lodge

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

CARE HOMES FOR OLDER PEOPLE Richmond Painswick Care Centre Stroud Road Painswick Gloucestershire GL6 6UL Lead Inspector Adam Parker Key Unannounced Inspection 08:30 23 & 25th January 2008 rd 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 Richmond Painswick Care Centre DS0000070143.V354775.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 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. Richmond Painswick Care Centre DS0000070143.V354775.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Richmond Painswick Care Centre Address Stroud Road Painswick Gloucestershire GL6 6UL 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) 01452 813902 01452 813902 Richmond Painswick Ltd Care Home 24 Category(ies) of Old age, not falling within any other category registration, with number (24) of places Richmond Painswick Care Centre DS0000070143.V354775.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category of service only: Care home with Nursing - Code N to service users of either gender whose primary care needs on admission to the home are within the following category: 2. Old age, not falling within any other category (Code OP) The maximum number of service users who may be accommodated is 24. This is the first inspection. Date of last inspection Brief Description of the Service: The Richmond Painswick Care Centre is situated within the Richmond Painswick Village on the southern outskirts of Painswick. As well as the care centre the Richmond Village consists of village apartments and serviced apartments a restaurant, a wellness spa and other communal facilities. The Care Centre provides nursing care and a qualified nurse is on duty at all times who is responsible for managing the care staff. There are communal rooms and bedrooms, which are single with ensuite facilities. A shaft lift offers access to floors of the Richmond Village. Current fees for the care centre range from £1000.00 to £1200.00 per week. Copies of the statement of purpose and service users guide are displayed in the main entrance to the care centre. Richmond Painswick Care Centre DS0000070143.V354775.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 the people who use this service experience adequate quality outcomes. The inspection visit was carried out by one inspector over two days in January 2008. The Head of Care of the home was present for the both days of the inspection visit, which consisted of a tour of the premises and examination of care files. In addition staff recruitment and training was looked at as well as documents relating to the management and safe running of the home. Samples of records were selected for inspection against a number of outcome areas as a ‘case tracking’ exercise. During the inspection visit three people using the care centre were spoken to, to gain their views of the service. The inspector also spoke to the Village General Manager, the Operations Director and the Director of Business Development and Operations of the Richmond Villages. Survey forms were received from one person who had used the care centre and two relatives. An Annual Quality Assurance Assessment (AQAA) form was completed by the home and forwarded to the Commission prior to the inspection. The judgements contained in this report have been made from evidence gathered during the inspection, which included a visit to the service and takes into account the views and experiences of people using the service. What the service does well: The home has a good system in place for assessing peoples’ needs, planning their care and working to meet their health and personal care needs. In addition medication administration and storage systems are good which provide for peoples medication needs and protect them from any potential errors. Nursing and care staff work in such a way as to promote the privacy and dignity of people using the care centre. Good quality meals are provided. Richmond Painswick Care Centre DS0000070143.V354775.R01.S.doc Version 5.2 Page 6 There is a well-maintained and clean environment, designed in such a way that some of the problems associated with more traditional care home environments have been avoided. A range of training is provided for staff and the recruitment is based upon robust procedures. Air conditioning is provided in the clinical/medication room to maintain appropriate storage temperatures for peoples’ medicines. Good work is carried out in relation to managing the risk of Legionella at the home. 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. Richmond Painswick Care Centre DS0000070143.V354775.R01.S.doc Version 5.2 Page 7 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 Richmond Painswick Care Centre DS0000070143.V354775.R01.S.doc Version 5.2 Page 8 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. JUDGEMENT – we looked at outcomes for the following standard(s): 1&3 People who use the service experience adequate quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. The admission procedure ensures that people are admitted on the basis of a full assessment of their needs, so that they can receive the care that they require. However information about the service in the form of the statement of purpose and the service users guide has not been widely distributed. EVIDENCE: The statement of purpose and service users guide are available near the entrance to the home. These were not looked at in detail during the inspection visit although some areas were noted that needed correction. These were discussed with the head of care. The availability of these documents needs consideration because they contain important information for people using the care centre including the complaints procedure. Richmond Painswick Care Centre DS0000070143.V354775.R01.S.doc Version 5.2 Page 9 The assessment documentation for a number of residents recently admitted to the home was looked at. Information regarding people’s needs had been gathered from a number of sources including the domiciliary care service, which is provided to people who occupy the serviced apartments in the Richmond Village. One person’s care needs assessment had been completed by health and social care professionals, the home had obtained a copy of this although the person was privately funded. Another person was staying in the care centre on a short stay trial basis with no identified care needs. A comprehensive pre-admission assessment document is used and this is followed by a further assessment when a person enters the care centre. As well as obtaining details of the care required, information is also recorded regarding religious, spiritual and cultural needs and the involvement of health care professionals. The home does not provide intermediate care and so Standard 6 does not apply. Richmond Painswick Care Centre DS0000070143.V354775.R01.S.doc Version 5.2 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. JUDGEMENT – we looked at outcomes for the following standard(s): 7,8,9 & 10 People who use the service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. The care centre works well to meet peoples’ health and personal care needs whilst maintaining good storage and administration arrangements for their medication. EVIDENCE: Care Plans were detailed and individualised and gave clear instructions for staff to follow to meet people’s needs. Care plans were around set areas linked to needs covered in the pre admission assessment document. It was noted that one care plan relating to moving and handling was particularly detailed in relation to individual needs. Risk assessments had been completed for pressure areas, moving and handling, nutrition and falls. A skin inspection is completed where any bruises or wounds may be recorded. One person was having their blood pressure recorded in line with their risk assessment for falls. Risk assessments had been Richmond Painswick Care Centre DS0000070143.V354775.R01.S.doc Version 5.2 Page 11 recently completed in line with the date that the person entered the care centre and so had yet to be reviewed. The nutritional risk assessment is in the form of the Malnutrition Universal Screening Tool (MUST) and a number of staff have received specific training relating to the use of this. There was recorded evidence of residents receiving input for health needs from visiting professionals such as GPs and physiotherapists. Medication storage and administration systems were looked at. Medication was stored securely with temperature control through an air conditioning unit. Appropriate temperatures were being maintained in the storage room as well as in the medication refrigerator. Medication administration records (MAR) had no gaps in recording and any hand written entries generally had two staff signatures and had been dated. Codes had been used to clarify any occasion when medication had not been administered. Where there had been a change in the medication dose there was a record of the reasons for this. A homely remedies policy was in place and a letter from a GP was seen regarding this. All medication administration is carried out by registered nurses and a recent copy of the British National Formulary (BNF) for medication was available. People spoken to confirmed that staff knocked on doors before entering and were polite to them. One person said the staff were “very kind”. Richmond Painswick Care Centre DS0000070143.V354775.R01.S.doc Version 5.2 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. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14 & 15 People who use the service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. People using the care centre have good quality food and are able to exercise choice as to how they spend their time. However consideration should to be given to the suitability of the menu in relation to the needs of some people using the service. EVIDENCE: Activities are organised for the whole of the Richmond Village by an activities co-ordinator. A schedule is distributed giving details of organised events and activities. At the time of the inspection visit it was reported that people using the care centre were generally occupying themselves as they chose to do. The Richmond Village provides a number of facilities for activities and social interaction such as the auditorium, the restaurant, café and wellness spa. Assessment and care planning cover the area of social activities, hobbies and spiritual and religious needs. There is a policy of open visiting and visitors are able to take meals. Richmond Painswick Care Centre DS0000070143.V354775.R01.S.doc Version 5.2 Page 13 A number of specially adapted vehicles are available to provide access to the wider community that are suitable for those with limited mobility. Information about advocacy services was available in the entrance to the care centre. Anyone staying in the care centre may bring in personal possessions including furniture within certain limits. The menu for lunch offers a choice of starters, main courses and desserts. The aim is to provide a variety of quality restaurant style meals. One person in the care centre commented that she had problems eating the starter on the first day of the inspection visit and would have preferred “plainer food”. When spoken to on the second day of the inspection the person said they had “too much on their plate”. Although another person said that the food was “always good”. This was discussed with the Head of Care and the Operations Director and it was felt that additional choices could be added to the menu to provide some meals more suitable for a care centre. Meals are prepared in the main kitchen that also provides meals for the restaurant. In the care centre there is a servery where meals can be kept warm before they are served. During the inspection visit people were taking meals in the dining room, in their own rooms and in the restaurant. A detailed record of food provided was being kept in one person’s care notes. Richmond Painswick Care Centre DS0000070143.V354775.R01.S.doc Version 5.2 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. JUDGEMENT – we looked at outcomes for the following standard(s): 16 & 18 People who use the service experience adequate quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. The home’s approach to training staff should ensure that residents are protected from abuse. However information about how to make a complaint needs to be more readily available and how some complaints are handled needs careful consideration in order to promote more confidence in the procedure for those who raise a complaint. EVIDENCE: The care centre has a complaints procedure entitled “ The Right to Voice Comments, Suggestions & Complaints.” This includes contact details for the Commission should the need arise. One complaint had been received since the home had been registered and correspondence relating to this was held on file. Comments relating to this complaint were received by the inspector on a survey form where the relative of the person who had complained was unhappy about certain aspects of how the complaint was dealt with. The management of this complaint was discussed with the Head of Care and the Village Manager at our site visit. Care must be taken as to how information about a complaint is managed in terms of upholding the privacy of any person making a complaint. Particularly in respect of who would be in the best position to investigate any complaint. This would promote more confidence in the Richmond Painswick Care Centre DS0000070143.V354775.R01.S.doc Version 5.2 Page 15 procedure for people using the service or their representatives if a complaint was raised. The complaints procedure is available in the statement of purpose and service users guide. Although there were copies of these in the entrance of the care centre these and the complaints procedure had not been individually given to people using the service. In addition the complaints procedure was not on display in the care centre. One person spoken to was not aware of how to make a complaint. Another stated that if she had a complaint she would “speak to the nurse in charge” although confirmed that she was not aware of the complaints procedure. Training in protecting residents from abuse has been attended by all but one of the care and nursing staff employed in the care centre with the one person’s training planned for February 2008. There is a policy for protecting people who use the care centre from abuse as well as a ‘whistle blowing’ policy. Richmond Painswick Care Centre DS0000070143.V354775.R01.S.doc Version 5.2 Page 16 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. JUDGEMENT – we looked at outcomes for the following standard(s): 19,20,21,22,24 & 26 People who use the service experience excellent quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. People who use the service have the benefit of living in a clean and wellmaintained environment carefully designed to meet their needs. EVIDENCE: A tour of the environment of the care centre was conducted and the impression given was more that of a high quality hotel than a care home. All areas were found to be clean and well maintained. Communal areas consist of attractively presented and furnished dining room, and lounge with additional seating areas directly adjoining corridors. There is also a roof garden accessible directly from the care centre as well as an Richmond Painswick Care Centre DS0000070143.V354775.R01.S.doc Version 5.2 Page 17 enclosed courtyard area that can be accessed through the lounge and through some of the individual rooms. Any person staying in the care centre can use any of the other facilities in the village such as the library, which is situated close to the entrance to the care centre and it was reported that some people had been making use of the restaurant. All individual rooms have ensuite facilities in the form of a ‘wet room’ with shower, toilet and washbasin these are large enough to accommodate wheelchairs and hoists. In addition there are two bathrooms and toilets located close to communal areas. There are two shaft lifts for people to access one close to the entrance of the care centre and another situated at the end near the communal areas. The call system is such that staff carry a pager that is activated when it is used. The system covers the whole village and the use of pagers prevents the noise nuisance evident from the use of a more traditional call system arrangement. The home has a dedicated equipment storage room where wheelchairs and hoists can be stored out of the way. Beds are all full profiling with electric control. They are all fitted with integral bed rails that are locked when out of use and subject to routine inspections. None were in use during the inspection visit. It was reported that changes in lighting are planned based on the views of people who have previously occupied rooms. Doors to individual rooms are fitted with suitable locks. Flat screen televisions are provided in all rooms and there is a lockable drawer in the bedside furniture. One person spoken to described their room as “very comfortable.” The laundry was viewed although this is situated away from the care centre in another part of the Richmond Village. The Head of Housekeeping explained the procedures in the laundry and how these related to the care centre in managing any potential infection control risks. Richmond Painswick Care Centre DS0000070143.V354775.R01.S.doc Version 5.2 Page 18 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. JUDGEMENT – we looked at outcomes for the following standard(s): 27,28,29 & 30 People who use the service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. Sufficient staff are deployed and training is undertaken in a number of areas to meet the needs of people using the care centre with robust recruitment practices in place. EVIDENCE: Staffing in the home is arranged so that it reflects the numbers of residents in the care centre. Currently a typical weekday staffing consists of the Head of Care, a registered nurse and two carers in the morning with one carer in the afternoon. At night there is a registered nurse and one carer. At present the carer working nights will respond to calls in the other parts of the Richmond village. This was discussed during the inspection and it was reported that as the numbers of people using the care centre increase there would be other arrangements for responding to these calls. It was reported that as the number of residents increases staffing would increase in advance of numbers. Out of seven care staff currently employed, two have achieved an NVQ at level two and another at level three. There are three care staff working towards NVQ level 2 and it was reported that completion is expected soon. Richmond Painswick Care Centre DS0000070143.V354775.R01.S.doc Version 5.2 Page 19 Recruitment records for members of staff were examined. All the required information and documentation had been obtained including checks against the Protection of Vulnerable Adults list and the Criminal Records Bureau. In addition were registered nurses had been employed their registration had been verified with the Nursing and Midwifery Council. All new care and nursing staff that start work in the care centre receive induction training specifically linked to the nationally recognised Common Induction Standards. This covers such areas as confidentiality, customer care, equality and diversity and infection control. The training matrix examined indicated that there were two staff that had not attended a number of training sessions. This was discussed with the head of care and the training coordinator who were going to look into this. Richmond Painswick Care Centre DS0000070143.V354775.R01.S.doc Version 5.2 Page 20 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. JUDGEMENT – we looked at outcomes for the following standard(s): 31,33,35 & 38 People who use the service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. The care centre is generally well managed with a number of checks in place to ensure peoples’ safety. However the development of quality assurance systems should further improve the way in which services are provided. EVIDENCE: At the time of the inspection visit the Head of Care was in the process of applying to become the registered manager of the care centre. She has been previously registered as a manager of a care home and is a registered general and mental nurse with over 25 years experience of nursing and management in South Africa and the United Kingdom. Since she started working in the care centre she has carried out training in a number of areas. Richmond Painswick Care Centre DS0000070143.V354775.R01.S.doc Version 5.2 Page 21 There is a quality assurance system in place that covers provision of services in the whole of the Richmond Village. This covers areas such as record keeping, health and safety, activities and professional practice. Nothing specific had been done in relation to reviewing the quality of the service provided in the care centre as yet. It is accepted that low occupancy numbers and the relatively short length of time that the care centre has been opened have had some bearing on this although survey forms for people using the service and there representatives would be a useful short term tool in assessing the quality of the service provided. In addition unannounced visits are made to the home by the registered provider under regulation 26. Copies of reports of these visits are held in the home and were viewed during the inspection. The arrangements for looking after residents’ money was looked at and satisfactory arrangements were in place with records kept. A safe had been ordered and the current arrangements although secure were temporary. Staff have received training in safe working practices in the areas of fire safety, health and safety and infection control. About half of the staff group had received training in moving and handling with further training planned for February 2008. Due to the village having opened in August 2007 a number of maintenance contracts had not yet been set up although these were due to be done in Summer 2008. The home has a system of water treatment for managing the risk of Legionella and the maintenance team carry out weekly checks in relation to this. Regular temperature checks are made on hot water outlets and these are recorded. Windows are planned to be checked every six months which would include a check on window restrictors. The testing of portable electrical appliances is ongoing at present. The trolley used during cleaning of the care centre had a lockable compartment for the safe storage of cleaning substances. There are no cleaning materials stored in the care centre. Richmond Painswick Care Centre DS0000070143.V354775.R01.S.doc Version 5.2 Page 22 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 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 2 17 X 18 3 3 4 4 4 X 4 X 4 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 3 X X 3 Richmond Painswick Care Centre DS0000070143.V354775.R01.S.doc Version 5.2 Page 23 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 OP1 Regulation 5 (2) Requirement Timescale for action 31/03/08 2 OP16 22 (5) 3 OP16 12 (4) (a) A copy of the service users guide must be supplied to all people who use the service so that they have important information about the service. A copy of the complaints 31/03/08 procedure must be supplied to all people who use the service so that they have the information to make a complaint. Where a complaint is made by a 31/03/08 person using the service or their representative information about the complaint must be managed in such a way that the privacy of the complainant is upheld. 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 Refer to Standard OP1 Good Practice Recommendations Make amendments to the statement of purpose and service users guide as discussed during the inspection DS0000070143.V354775.R01.S.doc Version 5.2 Page 24 Richmond Painswick Care Centre 2 3 4 5 OP1 OP15 OP16 OP33 visit. Make the statement of purpose more readily available to people using the care centre. Give further consideration to offering additional choices on the menu for the care centre that may be more suitable for some people using the service. Give careful consideration as to who should investigate any complaint as discussed during the inspection visit. Make use of survey forms for people using the service and their representatives as part of the quality assurance system. Richmond Painswick Care Centre DS0000070143.V354775.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection South West Regional Office Colston 33, 33 Colston Avenue, Bristol, BS1 4UA 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 Richmond Painswick Care Centre DS0000070143.V354775.R01.S.doc Version 5.2 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. 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