Inspection on 16/12/08 for Roscarrack House

This inspection was carried out on 16th December 2008.

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

The inspector found there to be outstanding requirements from the previous inspection report. These are things the inspector asked to be changed, but found they had not done. The inspector also made 3 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Roscarrack House 25/01/07

Roscarrack House 14/02/06

Roscarrack House 30/08/05

Roscarrack House 06/01/05

Roscarrack House 27/07/04

Similar services:

Fairfields Country Rest Home

Poldhu

Queensmount

Trevaylor Manor

Didsbury Court Rest Home

Belma

Hunters Care Centre

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Extracts from inspection reports are licensed from CQC, this page was updated on 17/02/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Roscarrack House Bickland Water Road Budock Falmouth Cornwall TR11 5BP     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Ian Wright     Date: 1 6 1 2 2 0 0 8 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. the things that people have said are important to them: They reflect This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for 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 Commission for Social Care Inspection aims to: · · · · Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 28 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.csci.org.uk Internet address Care Homes for Older People Page 3 of 28 Information about the care home Name of care home: Address: Roscarrack House Bickland Water Road Budock Falmouth Cornwall TR11 5BP 01326312498 Telephone number: Fax number: Email address: Provider web address: roscarrack@talktalk.net Name of registered provider(s): Name of registered manager (if applicable) Mr Malcolm Gibbs Type of registration: Number of places registered: Mrs Maureen Edwards,Mr David Edwards care home 19 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: The maximum number of servcie users who can be accommodated is 19. The registered person may provide the following category of service only: Care home only - Code PC to service users of either gender whose primary care needs on admission to the home are within the following category: Old age, not falling within any other category (Code OP) Date of last inspection Brief description of the care home Roscarrack House provides care for 19 elderly people. The home is situated on the outskirts of Falmouth in large grounds with extensive views over the open countryside. The home is approached by a long drive with car parking available. Accommodation is on two floors with a stair lift provided. The majority of bedrooms have en suite facilities that include a toilet and washbasin. There is suitable wheel chair access. The Care Homes for Older People Page 4 of 28 Over 65 19 0 Brief description of the care home registered providers are Mr and Mrs Edwards. Mr M. Gibbs the manager of the home supports them. An application for Mr Gibbs to be registered with CSCI as the manager has just been approved, and a new certificate will be issued shortly. Suitably qualified and experienced care staff provide personal care within a relaxed, friendly atmosphere. A copy of the full inspection report is available at the home, and it is suggested a copy is requested from management or CSCI if required. The range of fees at the time of the inspection is £308 to £450 per week. There are additional charges e.g. for hairdressing, chiropody, and newspapers etc. Care Homes for Older People Page 5 of 28 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: This key inspection took place in nine and three quarter hours in one day. All the key standards were inspected. The methodology used for this inspection was: (1)To case track three people using the service. This included, where possible, meeting and discussing with the people their experiences, and inspecting their records. (2) Discussion with staff about their experiences working in the home. (3) Discussion with other people using the service, and their representatives. (4) Observing care practices. (5) Discussing care practices with management. (6) Inspecting records and the care environment. Other evidence gathered since the previous inspection, such as notifications received from the home (e.g. regarding any incidents which occurred), was used to help form Care Homes for Older People Page 6 of 28 the judgements made in the report. What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.csci.org.uk. You can get printed copies from enquiries@csci.gsi.gov.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 8 of 28 Details of our 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) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 9 of 28 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Information provided to people who use the service (e.g. regarding services offered) is good. For example all people who use the service (and /or their representatives ) receive a statement of terms and conditions of residency or contract when they move in. This ensures people are aware of their rights and responsibilities. Pre admission assessment procedures are satisfactory, although notes of contacts need to be maintained, and documentation needs to be signed and dated. Overall assessment procedures ensure the registered provider checks they can meet the persons needs before admission is arranged. Evidence: We inspected copies of the homes statement of purpose and service user guide. The manager said a copy of the service user guide was given to people using the service and/or their representatives when admission is arranged. Care Homes for Older People Page 10 of 28 Evidence: The registered provider outlined a satisfactory assessment procedure. For example prospective residents and their families visit the home before admission is arranged. The manager said senior staff visit the persons home/ the hospital, to meet them as part of the assessment process. The manager said senior staff also discuss the persons needs with the relevant people involved in the persons care. We asked the registered provider to keep dated and signed notes of these contacts. There were copies of assessments regarding the people we case tracked provided by other agencies such as social services. We were able to inspect contracts / statements of terms and conditions of residency for three people using the service. Information inspected was satisfactory. Care Homes for Older People Page 11 of 28 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Health and personal care needs of people living in the appear to be satisfactorily promoted and met. We inspected satisfactory care plans for the three people case tracked. The management of medication is only adequate and improvement is required particularly in regard to administration and recording procedures. Care staff are viewed positively, and we were told by people using the service that they are treated with respect and dignity. Evidence: A care plan was contained on the file for each person we casetracked. There is evidence care plans are reviewed. Care plans are accessible to staff. People who use the service who we spoke to were positive about the care they received, but did not appear to be aware of their care plan or involvement in the process. One of the three care plans inspected needed to be updated due the needs of the person changing recently. The registered provider agreed to arrange this. Staff however appear to have good knowledge of the needs of people living in the home. Care Homes for Older People Page 12 of 28 Evidence: People who use the service said they were satisfied with the health care support they receive. This includes visits from GPs, district nurses, chiropodists, dentists and opticians. Although there are suitable sections in care plans to record when people last saw medical professionals (i.e. dentist, opticians, chiropodists), these sections were not completed for the three records inspected. It is important this occurs so such medical interventions can be tracked, and regular appointments arranged as necessary. We inspected the medication system. Medication is stored in two trolleys. These are secured to the wall but can be moved as necessary. Medication is administered via a monitored dosage system supplied by a local pharmacist. Staff have received what appears to be appropriate training regarding handling medication. The operation of the medication system requires some improvement: (1) All medication prescribed by the pharmacist needs to be recorded on medication sheets. If this is handwritten by staff, there should be a counter signature by a second member of staff to state the entry has been checked as correct. (2) All medication administered by staff needs to be signed for. There were some gaps where staff appeared to have forgotten to sign for medication. (3) Stock levels need to be monitored to avoid over supply. The registered provider needs to liaise with pharmacists and GPs if they are over supplying medication not required or requested. Carried forward and brought forward totals should be included on medication sheets to assist in the process of audit. As the previous requirement is renotified regarding this matter, it is essential that management improve system checks to avoid errors occurring. An up to date copy of the Royal Pharmaceutical Society Guidelines should be kept on the premises if this has not already been obtained. We spoke to several people who use the service who were complimentary about the care they received. People said they felt their privacy and dignity was respected by staff. People said they were always referred to by their preferred name. People said care staff were very good, were polite and caring. Care Homes for Older People Page 13 of 28 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The registered provider ensures routines, food and opportunities are individualised to meet the needs of the people living in the home. There is opportunity for people to go out into the community on social trips. Evidence: People using the service, who the inspector spoke to, said they could get up and go to bed when they wished. They said routines in the home are relaxed.People can spend their time in the part of the home where they wish. Staff arrange activities for people using the service. This includes various games, bingo, singing and crafts. There are also minibus trips about once a month, and the home has its own minibus. An activities worker is now employed and works two afternoons a week. Other external entertainers also visit the home. There is an excellent programme of activities arranged over the Christmas period. There is also a very pleasant garden. A sunhouse has been built since the last inspection, which is very much enjoyed by people living in the home. A record of activities is kept. Some people are happy to organise their own time either reading, watching TV or listening to music. Some people receive regular visitors, and some people go out with relatives. Care Homes for Older People Page 14 of 28 Evidence: The library regularly visits. The local priest also visits and offers communion to people living in the home. People are very positive about the food provided. People said food provided was excellent and first class. Staff and people living at the home said every effort was made to accommodate peoples wishes regarding food provided. There is a choice of evening tea, and people appear to have hot and cold drinks / snacks available to them. Suitable records of food eaten are kept. Care Homes for Older People Page 15 of 28 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The registered provider has a satisfactory complaints procedure. The adult safeguarding procedure needs some development. This should help to ensure any safeguarding allegations are investigated according to multi agency procedures, should allegations occur. Evidence: A copy of the complaints procedure was inspected and this appears to be satisfactory. The registered provider said they have not received any complaints during this inspection period. The commission has not received any concerns or complaints. We advised the registered provider to include information regarding access to the social services complaints procedure within their procedure. People who are funded by local authorities have a right to use this procedure if they are funded by social services. Some development is required to the homes adult safeguarding procedure: (1) The policy needs to refer to adult safeguarding rather than adult protection in line with current terminology. (2) The policy needs to state if there are any allegations, Adult Social Care (social services) are the co-ordinating body regarding making decisions about investigation. The registered provider and the manager did appear aware of this, but the policy needs to reflect agreed multi agency procedures. Some staff have received training regarding adult safeguarding. Other staff need to Care Homes for Older People Page 16 of 28 Evidence: receive this training as opportunities become available from Cornwall County Council. Staff, and people who use the service who we spoke to, said they had no concerns regarding poor staff attitudes or care practices. There have been no adult safeguarding alerts since the last inspection, and we do not have any notifications of safeguarding issues on record. Care Homes for Older People Page 17 of 28 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Roscarrack provides a pleasant environment for the people living there. This ensures people living in the home can enjoy a homely, well maintained and clean home to spend their time. Evidence: The building was inspected. There is suitable shared space, for example, a large lounge, and a dining room. Communal rooms seem pleasant and homely. Toilet and bathroom facilities are suitable in size and facilities provided. The manager said hot water is thermostatically controlled to prevent the risk of scalding. Bedrooms are decorated and furnished according to individual tastes. People who use the service said they were able to bring their own furnishings and belongings with them when they moved in. The home was clean, warm and light enough on the day of the inspection. The kitchen was clean. Laundry facilities appear satisfactory. The outside of the building and the gardens are well maintained. The garden is very pleasant, well stocked and there is a sun house and a terrace for the use of people living in the home. Care Homes for Older People Page 18 of 28 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The registered provider must ensure suitable checks are performed on all new staff working in the home as outlined in the regulations (for example POVA First check, two written references etc.). Guidance issued by CSCI, and other statutory authorities must be followed. This will help ensure people who use the service are protected from people who are unsuitable to work with the vulnerable. Evidence: On the day of the inspection there were two care staff on duty from 07:30-16:00, and three care staff on duty from 07:30-14:00. There were two care staff on duty from 14:00 to 21:30 and one person from 17:00 to 21:30 (although the latter person was only rostered due to a party, and this duty is not usually designated). A cleaner is employed to work in the morning. The cooks post is currently vacant, but has been advertised. Care staff are currently undertaking cooking duties. Some comments were made regarding there could be more staff in the afternoon/evening-particularly due to the increasing needs of some people admitted to the service. Management need to keep staffing levels under review and adjust accordingly if necessary. There are two waking night members of staff on duty from 21:30 to 07:30. Care Homes for Older People Page 19 of 28 Evidence: Personnel records were inspected for twelve staff (i.e staff on duty during the 24 hour period on the day of the inspection). These were generally satisfactory.Most staff employed since the last inspection had two references, a Protection of Vulnerable Adults First check (POVA First) , a Criminal Records Bureau check (CRB) , a completed application form and evidence of identification. The applicants declaration that they were medically fit to work with vulnerable people, on the application form should be expanded. Information requested and subsequently provided is very limited, and makes it difficult for the registered provider to make a judgement about the persons physical and mental fitness. One new member of staff has recently been given a trial. However no written references had been obtained or a POVA First or CRB check. It is essential references and a POVA First check are always obtained. No member of staff should work without constant supervision unless a full CRB check is obtained. In regard to this person, and another member of staff, no employment history was recorded on their application form. It is essential this information is obtained and any gaps in the persons employment history investigated. We were also concerned that at least another member of staff appeared to have commenced employment before the POVA First check was obtained. Staff cannot commence any duty (even supervised) unless this check is obtained, as it is illegal to employ somebody who could be on the POVA list. (The Protection of Vulnerable Adults list contains people considered unsuitable to work with vulnerable adults). We do not however have evidence that any staff employed are unsuitable, although the appropriate checks do need to be performed. We inspected training records for the same sample group of staff. By law staff require the following training: * Regular fire training in accordance with the requirements of the fire authority. * There must always be at least one first aider on duty (at appointed person level) *All staff must have manual handling training and should have regular updates of this (e.g. annually) *All staff must have basic training in infection control. * Staff who handle food receive food hygiene training. * All staff must have an induction and there needs to be a record of this. Generally the delivery of training is good, and the registered provider ensures people have an induction and receive the above training within six months of employment. There are one or two gaps in training required, but the registered provider was aware of these, and training will be provided to these people. All people who have commenced employment since the last inspection have a record of induction. We spoke to a new member of staff who confirmed they had received this. For example the person said they had completed shadow shifts with a more Care Homes for Older People Page 20 of 28 Evidence: experienced member of staff for a two week period. There is good opportunities for staff to obtain a National Vocational Qualification in care. When staff have received an NVQ 2 there is the opportunity to obtain an NVQ 3 in care if this is deemed by management as appropriate. Care Homes for Older People Page 21 of 28 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The registered provider has suitable skills, experience and knowledge to manage the home. Quality assurance procedures are generally satisfactory, although the policy may need some development. Health and safety procedures and checks are generally satisfactory. These measures ensure the home is managed to a good standard. Evidence: The registered providers have owned and managed the home for several years. The registered providers have suitable skills, experience and knowledge to manage the home. The registration with CSCI of the manager of the home, has just been completed. Mr Malcolm Gibbs has been deemed fit to manage the home by CSCI, and a new certificate will be issued shortly. Should there are further changes to the management of the home, any proposals should be submitted in writing to the commission before they are implemented. The registered providers quality assurance policy was not inspected on this occasion. Care Homes for Older People Page 22 of 28 Evidence: Some discussion occurred regarding ensuring the policy reflected actual QA practices by management. Practice however is generally to a good standard. A Development and Quality Assurance Plan was written in November 2007 which was good. This should however be written on an annual basis. Some improvements are required in this report, particularly in relation to the management of medication and staff employment checks. The registered provider should consider reviewing current procedures regarding these matters to ensure improvement. New procedures could be included in the QA policy. The registered providers supplied the commission with their Annual Quality Assurance Assessment (AQAA) (an annual dataset, and self assessment required by CSCI). This was completed to a good standard. Any notifications, required by the commission (e.g. regarding incidents and deaths) appear to have been received by us. The registered providers have said they do not look after any monies or valuables on behalf of people who use the service. Any additional items or services provided above the weekly fee are invoiced to either the person concerned or their representative. The registered provider has a health and safety policy. There is also a fire risk assessment. Testing of fire extinguishers and the fire system appear to have been completed appropriately by external contractors. Internal checks on the fire system appear to have been completed appropriately by staff (e.g.emergency call points and emergency lighting). Health and safety risk assessments are have been completed. We did not see a risk assessment in regard to the prevention of legionella, although checks regarding this matter are to a good standard. If a risk assessment has not been prepared (e.g. what the risks are; how the registered provider prevents / minimises these) a risk assessment needs to be written. Portable electrical appliances have been tested and appear satisfactory. The electrical hardwire circuit was tested and deemed unsatisfactory. The registered provider said suitable remedial action has been completed and we were presented with a schedule issued by the contractor regarding this. We were told the contractor would not issue a replacement certificate (We have also been told this by other providers). It is advisable for the registered provider to try and obtain a letter from the contractor to state the system is now satisfactory, and for this to be kept on file and available for inspection. There is a satisfactory record that the oil heating system has been serviced. A new gas cooker was installed in February 2007. All gas appliances need to be serviced annually. The manager said he would arrange this. There is a record that the stair lift has been serviced. Care Homes for Older People Page 23 of 28 Evidence: An up to date certificate of insurance is displayed. Care Homes for Older People Page 24 of 28 Are there any outstanding requirements from the last inspection? Yes R No £ Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards No. Standard Regulation Requirement Timescale for action 1 9 13 The registered provider shall 01/07/2007 make arrangements for the recording, handling, safekeeping, safe administration and disposal of medicines received into the care home. Staff need to receive suitable training from a qualified professional to carry out these duties. (E.g. the issues highlighted in the report need attention and to be prevented in the future.) Care Homes for Older People Page 25 of 28 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 1 9 13 The management and storage of medication needs to be improved, with reference to the Royal Pharmaceutical Society Guidelines and Care Homes Regulations 2001. The issues outlined in the body of the report need to be addressed. For example in regard to the recording of prescribed medication. (Previous timescale of 01/03/07 not met Second Notification) People who use the service can then be more assured their medication is managed appropriately. 01/01/2009 2 18 13 Develop the homes adult 01/02/2009 safeguarding policy to reflect multi agency procedures. This should help to ensure any safeguarding allegations are investigated according to Care Homes for Older People Page 26 of 28 multi agency procedures, should allegations occur. 3 29 19 The registered provider 01/01/2009 must ensure suitable checks are performed on all new staff working in the home as outlined in the regulations (for example POVA First check, two written references etc.). Guidance issued by CSCI, and other statutory authorities must be followed. This will help ensure people who use the service are protected from people who are unsuitable to work with the vulnerable. Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations 1 16 Ensure there is reference to the Social Services Complaints procedure, in the homes complaints procedure, as people funded by local authorities have a right to use this if they have a concern or a complaint. Complete a quality assurance development plan annually, and develop the quality assurance policy if necessary Ensure the gas cooker (and other gas appliances if necessary) is now serviced on an annual basis so it is deemed safe. Obtain a letter from the homes electrician stating the homes electrical circuit is now satisfactory. 2 3 33 38 4 38 Care Homes for Older People Page 27 of 28 Helpline: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. 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