Inspection on 19/04/07 for Rosier Home

This inspection was carried out on 19th April 2007.

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

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

Other inspections for this house

Rosier Home 02/05/06

Rosier Home 17/11/05

Rosier Home 20/04/05

Rosier Home 02/11/04

Rosier Home 09/06/04

Similar services:

Claremont House

Oak Ridge

Coopers Mill Ltd

Sun Court Nursing Home

Ashville House

Bramley Avenue (73)

Paradise Lodge

Grangewood

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

CARE HOMES FOR OLDER PEOPLE Rosier Home 22-24 Harold Road Clacton On Sea Essex CO15 6AJ Lead Inspector Ray Finney Key Unannounced Inspection 19th April 2007 9:30 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 Rosier Home DS0000017922.V338312.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. Rosier Home DS0000017922.V338312.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Rosier Home Address 22-24 Harold Road Clacton On Sea Essex CO15 6AJ 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) 01255 427604 01255 223984 Mr Darren John Marles Miss Sonya Wase Miss Sonya Wase Care Home 16 Category(ies) of Dementia (2), Dementia - over 65 years of age registration, with number (2), Learning disability (2), Old age, not falling of places within any other category (16) Rosier Home DS0000017922.V338312.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. 3. 4. Persons of either sex, aged 65 years and over, who require care by reason of old age only (not to exceed 16 persons) The home may only accommodate two persons with dementia whose names were provided to the Commission in September 2002 The home may only accommodate two people with dementia and a learning disability who are under the age of 65 years, whose names were provided to the Commission in October 2006 and March 2007 The total number of service users accommodated in the home must not exceed 16 persons 2nd May 2006 Date of last inspection Brief Description of the Service: Rosier Home is a detached two-storey property, situated in a quiet residential area of Clacton-on-Sea close to the town centre and the seafront. The home provides care and accommodation for sixteen older people. Accommodation is provided on two floors; access to the first floor is by means of a passenger lift and stairs. Communal areas include a large lounge, a smaller quiet lounge and a pleasant dining room. There is some parking to the front of the property and parking is permitted in the road outside. The registered providers are Mr Darren Marles and Miss Sonya Wase, who both take a hands-on role in running the home. Miss Wase is also the registered manager. The home charges between £376.32 and £465.15 per week with additional charges for chiropody or hairdressing services and for personal items such as newspapers. This information was provided to us in May 2007. Rosier Home DS0000017922.V338312.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. A range of evidence was looked at when compiling this report. Documentary evidence was examined, such as menus, staff rotas, care plans and staff files. Completed surveys were received from people living in the home and their relatives. A visit to the home took place on 19th April 2007; this included a tour of the premises, discussions with the manager and members of staff and conversations with people living in the home. Observations of how members of staff interact and communicate with people living in the home have also been taken into account. On the day of the inspector’s visit the atmosphere in the home was relaxed and welcoming and the inspector was given every assistance from the proprietor and senior carer. What the service does well: What has improved since the last inspection? An ongoing programme of refurbishment continues to make the environment better for people living in the home. Since the last inspection considerable work has been done in improving and developing care plans. Although the work is continuing, the care plans in place now are much better so that staff can ensure that people living in the home receive care in the way that they need and want. Rosier Home DS0000017922.V338312.R01.S.doc Version 5.2 Page 6 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. Rosier Home DS0000017922.V338312.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 Rosier Home DS0000017922.V338312.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): 3 (standard 6 is not applicable). Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People choosing to live at Rosier Home can be confident their needs will be assessed before admission. EVIDENCE: Since the last inspection there have been improvements in the process used for assessing whether the home can meet the needs of people wishing to move in. The inspector discussed the assessment process with the proprietor and the senior carer and both were able to demonstrate an awareness of the importance of ensuring they can meet the needs of individuals. The records of three people living in the home were examined and assessments cover physical and personal care needs as well as mental health needs. However, the process would be improved if the documents contained greater detail. The proprietor said that they have received a great deal of Rosier Home DS0000017922.V338312.R01.S.doc Version 5.2 Page 9 information and support from the Tendring Learning Disability team around assessments when looking at whether the home could meet the needs of someone with learning disabilities and changing elderly needs. This experience has helped them look at their process and they are continuing to improve and develop it. Rosier Home DS0000017922.V338312.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 and 10. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Individuals can be confident that their personal and healthcare will be met in Rosier Home and there are appropriate systems in place that makes sure the administration of medication is safe for people living in the home. Staff need to have a greater awareness of how to ensure people are treated with respect and dignity. EVIDENCE: Since the last inspection the senior carer has taken responsibility for updating individual care plans. A sample of three care plans examined during the inspection visit all have photographs on the front and all have an action plan and identified goals for the individual. The format of the care plans is simple and clear and they contain adequate information to ensure staff are able to provide care in the way people want. People’s records examined also contain risk assessments relating to their individual needs. One contains risk assessments on falling, diabetes and Rosier Home DS0000017922.V338312.R01.S.doc Version 5.2 Page 11 aggressive behaviour; another contains risk assessments on mobility, diet and skin breakdown. The proprietor and senior carer were able to demonstrate a good awareness of people’s diverse needs. The care plans have improved overall and now meet the National Minimum Standard. The senior carer discussed continuing to improve and develop the care plans to include greater detail. As at last inspection, the home continues to meet individual healthcare needs. Care plans contain list of medication that has been prescribed and reason for taking the medication. At the time of this inspection visit, no surveys had been returned from health professionals but previous evidence from community nursing services indicates that the home refers people promptly and follows the advice they are given. Records examined on the day contain evidence that people have their healthcare needs met by referral to healthcare professionals such as the G.P., Optician, Community Psychiatric Nurse, Chiropodist, Physiotherapist and Occupational Therapist. One person using the service, who has learning disabilities as well as increasing elderly needs, has a ‘Health Information File’ documenting their individual healthcare needs. One relative who responded to our survey said that their relative “is very happy in the home and is well looked after”. There have been improvements in procedures around the administration of medication since the last inspection. The training of staff has been taken up as a priority and on the day of inspection visit an assessor from a local college was registering staff for a distance learning medication course. The assessor demonstrated that they will be delivering a comprehensive, in-depth course that will give staff a thorough knowledge of safe handling and administration of medication. All members of staff are to complete this course and the majority of them registered and had their induction on the day of the inspection visit. A tour of the premises showed that medication is stored securely and Medicines Administration Record (MAR) sheets were examined and found to be completed appropriately. Care plans contain a list of medications that have been prescribed and reason for taking the medication. The home’s improved approach will ensure that people living in the home are well protected by the procedures around the handling and storage of medication. Discussions with the proprietor and senior carer demonstrated a good awareness of the need to ensure that people’s privacy and dignity are maintained, particularly with regard to personal care. Rosier Home DS0000017922.V338312.R01.S.doc Version 5.2 Page 12 Interactions between staff and people living in the home were observed to be appropriate on day of the inspection. However, interactions between staff members holding personal conversations was at times inappropriate and there seems to be a lack of awareness that loud conversations or inappropriate language shows a lack of respect and should not be used in the presence of people living in the home. Rosier Home DS0000017922.V338312.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. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14 and 15. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Overall Rosier Home provides the people who live there with choice in their daily lives, although their lifestyle would be better if there was more stimulation in their daily lives. People living in the home enjoy a well-balanced nutritional diet. EVIDENCE: Although people living in the home who were spoken with are contented, observations on day of the inspection and records examined show that few activities are taking place. One person said they would like to be taken out for a walk more often and the proprietor asked a member of staff to do this. One person surveyed responded “I would like to choose more activities for myself.” Although another said that there is “lots to do, but I don’t always want to join in.” The senior carer spoken with said that they do try to involve people in doing things around the home. As at last inspection, it was noticeable that some people lack stimulation and it is evident from observation that some of the people living at Rosier Home to some extent entertain themselves by talking or watching television. Rosier Home DS0000017922.V338312.R01.S.doc Version 5.2 Page 14 The home positively supports people around their religious needs. One relative said, “The home are aware of what our relative’s faith involves and have respect for this”. Observations on the day of the inspection visit show that visitors are made welcome. Overall relatives who responded to our survey are positive about the contact they have with the home. One said, “They are always happy to talk over anything and I have become very close to them.” As at last inspection, people in the home say they enjoy the food. Discussions with staff indicate that people can have drinks and snacks in the evening. A tour of the kitchen and food storage areas shows that there is a variety of foods. Store cupboards continue to be well stocked and were seen to contain a lot of cakes, biscuits and cereals. There was some evidence of fresh salads and bananas, but there could have been a greater variety of fresh fruit and vegetables. The lunch on the day of the inspection was home made burgers and a number of people commented on how much they had enjoyed the food. One said “lovely” and another that the food is “very good”. Although one relative commented that they do “get concerned about my relative’s diet”. As previously reported a choice is not routinely offered for lunch, but alternatives are offered to ensure people’s likes, dislikes and dietary requirements are catered for. Rosier Home DS0000017922.V338312.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. JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who use the service have access to a clear and understandable complaint procedure that ensures that they are listened to. The home operates robust practices and procedures to ensure the protection of the people who live there. EVIDENCE: Discussion with the proprietor shows that the home continues to take any complaints seriously and deals with them in a sympathetic manner. A senior carer confirmed that the home records issues that arise in a Complaints Log. The home also holds ‘Residents’ Meetings’ approximately twice a year to which relatives and representatives are invited. Relatives who responded to surveys confirmed that they are aware of how to make a complaint and who to go to. Although the home’s procedures around complaints are appropriate and minor concerns are dealt with as they arise, the process would be more robust if minor concerns and how they have been resolved are also documented. There has been a recent incident that resulted in a Protection of Vulnerable Adults (POVA) referral. Strategy meetings were held and the outcome concluded that there wasn’t any case to answer for. During this process the manager and proprietor dealt with the issue appropriately and the home’s procedures ensure that people living there are protected. Rosier Home DS0000017922.V338312.R01.S.doc Version 5.2 Page 16 Records examined show that POVA training took place in March 2007 and staff should be aware of what constitutes good and poor practice. However, observations on day of inspection show that staff do not always take into account that people using the service are present and may speak in an unprofessional and unguarded manner to other members of staff (see evidence for standard 10). Rosier Home DS0000017922.V338312.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. JUDGEMENT – we looked at outcomes for the following standard(s): 19, 21 and 26. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Overall people living in Rosier home benefit from a safe and well-maintained environment that is clean and pleasant. However, people’s lifestyle would be improved if one of the bathrooms was upgraded. EVIDENCE: A tour of the premises shows that rooms throughout the home are clean and tidy. People’s bedrooms are decorated to a good standard. Since the last inspection there has been redecoration throughout communal areas. Portable Appliance Testing (PAT) has been carried out and fire extinguishers were tested in November 2006. Records examined indicate that the home continues to be well maintained. Rosier Home DS0000017922.V338312.R01.S.doc Version 5.2 Page 18 At the time of the last inspection the upstairs bathroom was out of action and being used as a storeroom. This has been rectified and the bathroom is now useable. However the bath is old and scratched and, unlike the downstairs bathroom, the environment is unappealing and urgently in need of refurbishment. Discussion with the proprietor indicated that people living in the home do not use this bathroom, choosing instead to use the downstairs bathroom. This may be unsurprising as the downstairs bathroom is more comfortable and pleasant. In addition, the upstairs bathroom does not have an assisted bath, which limits the choice of those people who need this facility. Although the home has now got two usable bathrooms, improvements need to be made to the upstairs bathroom if people living in the home are to have a real choice about where their personal care is carried out. The standard of cleanliness around the home remains good overall with no evidence of odours throughout. New flooring has been laid in the laundry and the equipment is appropriate for the size of the home. Rosier Home DS0000017922.V338312.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. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 and 30. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People living in Rosier Home benefit from a competent staff team, who are provided with an effective programme of training. The home’s recruitment procedure provides the safeguards to ensure that appropriate staff are employed. EVIDENCE: Staffing rosters that were examined indicate that staff are being used flexibly with either two or three carers on duty as well as the manager and senior carer. On the day of the inspection visit the proprietor was seen to take a very hands-on role and spent time with people living in the home. On this day there were a number of additional staff in the home who were there to enrol on the medication training course and this made it difficult to judge if usual staffing levels are adequate. As previously reported staffing levels are calculated according to Department of Health guidelines. People spoken with are happy with the care they receive from the staff. One person living in the home who completed a survey commented, “If they seem busy I go back to my room for a few minutes then come back out and they help me”. However, one relative responded that on their visits the home appears understaffed. Information given by the proprietor indicates that there are currently seven members of staff with a National Vocational Qualification (NVQ) at level two or Rosier Home DS0000017922.V338312.R01.S.doc Version 5.2 Page 20 above and a further three people are working towards the award. One of the staff files examined contains evidence that the member of staff has achieved NVQ. A sample of three staff files were examined and all contain evidence of appropriate recruitment documentation including an application form and two written references. Enhanced Criminal Records Bureau (CRB) checks are carried out. CRB records are kept separately in a secure filing cabinet. These were examined and all were found to be in order. As at the previous inspection, the standard around staff training continues to be met. Staff files examined contain evidence of Protection of Vulnerable Adults (POVA) training, infection control, first aid, manual handling, dementia, core values, medication, fire training, food hygiene, care planning and nutrition. Overall people who responded to surveys felt staff are well trained. However, one person living in the home commented that they “Don’t get on so well with young staff as I don’t feel they have enough experience.” Rosier Home DS0000017922.V338312.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. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35, 36 and 38. Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. In the main Rosier Home is well run and people living there are protected by the Health & Safety Systems that are in place, although improvements could be made to the Quality Assurance system so that their views are taken into account. EVIDENCE: At the previous inspection it was reported that both the manager and proprietor had withdrawn from training for the National Vocational Qualification (NVQ) level 4 in care and management due to problems with the training providers. The proprietor reported at this inspection that there are continuing difficulties with assessors. In order to meet the National Minimum Standard Rosier Home DS0000017922.V338312.R01.S.doc Version 5.2 Page 22 around managing a home (standard 31) the manager should make it a priority to access appropriate training in management. The situation around Quality Assurance within the home remains unchanged since the last inspection. The home was able to provide evidence that they seek the views of people using the service and their relatives through residents’ meetings. However the home needs to continue to develop the process by collating the information they are receiving into a report and using it to devise an action plan for improving the service. This process would make sure that the views of people using the service are acted upon to give them a better quality of life. Until the system of quality assurance and quality monitoring is developed and improved the home cannot produce evidence that it is run in the best interests of people living there. The proprietors do not act as appointees for any of the people living in the home. Only small amounts of money are held to pay for items such as newspapers and toiletries. Some improvements have been made to the system since the last inspection and receipts are now better-organised and easier to check. A sample of three people’s financial records were examined. All were recorded appropriately and the money was checked and found to be in order. People living in Rosier Home can be confident that they are protected by the improved system for handling personal monies. It was reported at the last inspection that staff supervision was not happening on a regular basis. There have been some improvements and the three staff files examined at this visit all contain evidence of supervisions. The proprietors, who share the responsibility of staff supervision, must ensure that the process continues to improve so that people living in the home are protected by well-supervised staff. The proprietors of the home ensure that people living there are protected by safe working practices, which includes appropriate staff training (see evidence for National Minimum Standard 30). As documented earlier, the home is maintained to a standard that ensures the health and safety of people living there and members of staff (see evidence for NMS 19 and 26). Records examined show that appropriate checks are carried out on electrical installations, the fire system, emergency lighting, lifts and hoists. Rosier Home DS0000017922.V338312.R01.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 3 X X X HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 2 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 2 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X 2 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 2 X 2 X 3 3 X 3 Rosier Home DS0000017922.V338312.R01.S.doc Version 5.2 Page 24 Are there any outstanding requirements from the last inspection? Yes STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard OP12 Regulation 16(2)(n) Timescale for action The registered manager must 30/06/07 make arrangements for people living in the home to have access to a range of social and recreational activities that will provide stimulation and improve their lifestyle. The registered providers must 30/09/07 make arrangements for improvements to the upstairs bathroom so that there are appropriate bathing facilities for everyone living in the home. This should be addressed as a matter of priority. Requirement 2. OP21 23(2)(j) Rosier Home DS0000017922.V338312.R01.S.doc Version 5.2 Page 25 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 OP10 Good Practice Recommendations The issue of members of staff having inappropriate personal conversations in the presence of people living in the home should be addressed formally through the home’s supervision process and outcomes should be formally recorded. The manager should make arrangements to obtain an NVQ qualification at level 4 in management and care. The quality assurance system should be developed further so that people living in the home can be confident their views are taken into account. Specifically greater efforts should be made to document how people’s wishes are being sought, collate this information into a report and make an action plan for the home taking these views into consideration. 2. 3. OP31 OP33 Rosier Home DS0000017922.V338312.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Colchester Local Office 1st Floor, Fairfax House Causton Road Colchester Essex CO1 1RJ 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 Rosier Home DS0000017922.V338312.R01.S.doc Version 5.2 Page 27 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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